Terms of Use

Last updated: 21 October 2026

1. Introduction and acceptance

1.1 These Terms of Use govern your access to and use of the Platform. The Platform is operated by NEXTAURA 360 L.L.C-FZ under the store name One Basket and consists of the website at onebasket.ae and the One Basket mobile app.

1.2 These Terms of Use are the master document among the Policies. They set out the rules for using the Platform, the defined terms used throughout the Policies, and the general legal terms that apply to every Policy unless a Policy expressly provides otherwise.

1.3 The following Policies also apply to you and, other than the Privacy Policy and the Cookie Policy, form part of your agreement with us:

the Terms of Sale, which govern Orders, the formation of each contract of sale, cancellation, and the passing of risk in Products;
the Payments, Pricing and Promotions Policy, which governs prices, VAT, payment methods, quantity discounts and any promotions or coupons where offered;
the Shipping and Delivery Policy, which governs delivery destinations, delivery fees, delivery periods, tracking, late delivery and failed delivery;
the Returns and Refund Policy, which governs returns, exchanges, inspection and refunds;
the Warranty Policy, which governs manufacturers’ warranties and our assistance with warranty claims;
the Privacy Policy, which explains how we collect, use, share and protect personal data;
the Cookie Policy, which explains the cookies and similar technologies used on the Platform;
the Intellectual Property Policy, which governs the use of Content and the procedure for reporting infringement;
the Disclaimer, which explains the nature and limits of the information shown on the Platform; and
the Consumer Rights notice, which summarises your key rights when you buy from us.

1.4 By accessing, browsing or using the Platform, by using an Account, or by placing an Order, you accept these Terms of Use and the other Policies, other than the Privacy Policy and the Cookie Policy, which explain how we process personal data and do not require your acceptance. Accepting the Policies is not consent to any processing of personal data for which the law requires consent, and where consent is required we ask for it separately. If you do not accept these Terms of Use, you must not use the Platform.

1.5 Each Order is also governed by the Terms of Sale. The Order Confirmation for each Order includes or links these Terms of Use, the Terms of Sale and the Returns and Refund Policy that apply to that Order.

1.6 Nothing in the Policies affects any right you have under the consumer protection law of the UAE or, if you live outside the UAE, under the mandatory consumer protection law of the country in which you live. Where any provision of the Policies conflicts with such a right, that right prevails.

2. Definitions and interpretation

2.1 In the Policies, the following words and expressions have the meanings set out below:

“Account” means the customer account on the Platform associated with your email address, including an account created automatically when you place your first Order.
“Content” means all text, images, photographs, videos, graphics, logos, page layouts, designs, Product descriptions, software, source and object code, data, databases, compilations and other material on or forming part of the Platform, other than User Content.
“Customer Service” means our customer service team, which can be contacted by email at info@onebasket.ae and by telephone and WhatsApp on +971 55 137 8765 during the hours of 10:00 a.m. to 6:00 p.m. (UAE time).
“Fulfilment Partner” means a third party engaged by us, in the UAE or in another country (including the country of delivery), to store, prepare, pack or dispatch Products, or to receive or inspect returned Products, on our behalf. A Fulfilment Partner is not a party to any sale.
“Intellectual Property Rights” means copyright, trade marks, trade names, get-up, designs, patents, database rights, rights in software, domain names, and all other intellectual property rights, whether registered or unregistered, in any part of the world.
“Order” means an order for one or more Products placed by you through the Platform.
“Order Confirmation” means the email we send to accept an Order, on the sending of which the contract of sale for the Products in that Order is formed, as set out in the Terms of Sale.
“Platform” means the website at onebasket.ae and the One Basket mobile app, together with all their pages, features and related services.
“Policies” means these Terms of Use, the Terms of Sale, the Payments, Pricing and Promotions Policy, the Shipping and Delivery Policy, the Returns and Refund Policy, the Warranty Policy, the Privacy Policy, the Cookie Policy, the Intellectual Property Policy, the Disclaimer and the Consumer Rights notice, each as published on the Platform from time to time, and “Policy” means any one of them.
“Products” means the goods offered for sale by us on the Platform.
“Supplier” means a third party from which we source Products. A Supplier is not a party to any sale.
“UAE” means the United Arab Emirates.
“User Content” means reviews, ratings, comments, questions, photographs, videos and any other material that you submit, post or upload to the Platform for publication, where that feature is offered. It does not include information or photographs you provide to place an Order, request a return or exchange, or make a complaint, which are handled under the Privacy Policy.
“we”, “us” and “our” means NEXTAURA 360 L.L.C-FZ, trading as One Basket, whose details are set out in clause 3.
“Working Day” means any day other than a weekend day or an official public holiday in the UAE.
“you” and “your” means the individual who accesses or uses the Platform, holds an Account or places an Order.

2.2 In the Policies, unless the context requires otherwise:

headings are for convenience only and do not affect interpretation;
the words “including”, “include” and “for example” are illustrative and do not limit the words that precede them;
the singular includes the plural and the plural includes the singular;
a reference to a law includes that law as amended, replaced or re-enacted, and any regulation made under it;
a reference to a Policy is to the version of that Policy that applies under clause 26; and
“in writing” includes email.

3. About us

3.1 The Platform is operated by, and every Product is sold by, NEXTAURA 360 L.L.C-FZ, a free zone limited liability company registered in the Emirate of Dubai, United Arab Emirates, with the following details:

licensed by Meydan Free Zone;
registered address: 6th Floor, Meydan Grandstand, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates;
email: info@onebasket.ae;
telephone and WhatsApp: +971 55 137 8765; and
Customer Service hours: 10:00 a.m. to 6:00 p.m. (UAE time).

3.2 NEXTAURA 360 L.L.C-FZ, the company named on the trade licence referred to in clause 3.1(a), owns, maintains and operates the Platform. The UAE is its country of domicile.

3.3 One Basket is the store name under which we operate the Platform and sell Products.

3.4 We are the seller of every Product offered on the Platform. When you place an Order, your contract of sale is with us alone.

3.5 We may source Products from Suppliers, and we may use Fulfilment Partners in the UAE or in other countries, including the country of delivery, to fulfil Orders. Suppliers and Fulfilment Partners:

are not parties to any sale and have no contract of sale with you;
are not authorised to make any promise, accept any claim, agree any refund or vary any Policy on our behalf; and
do not affect our responsibility to you, as we remain responsible for the performance of every Order in accordance with the Terms of Sale.

4. Eligibility

4.1 You must be at least eighteen (18) years of age and have the legal capacity to enter into binding contracts in order to use an Account or place an Order.

4.2 The Platform is intended for adults. We do not knowingly allow a person under eighteen (18) years of age to hold an Account or place an Order, and we do not knowingly collect personal data from such a person. If we become aware that an Account is held by a person under eighteen (18) years of age, we may close that Account under clause 14.

4.3 Orders may be placed only for delivery to an address in the UAE or in an international destination that is available at checkout. The payment methods available for an Order depend on the destination and are shown at checkout.

4.4 You must not use the Platform where doing so is prohibited by the law that applies to you. You must not knowingly order any Product for delivery to a destination or a person where the supply, export or import of that Product is prohibited by applicable law, including sanctions and export control laws. Where a Product cannot lawfully be delivered to the destination, we may cancel the Order with a full refund, as set out in the Terms of Sale. If, before delivery, a Product is detained, confiscated or refused by a customs or other public authority because its import into the destination is prohibited or restricted, and you have not knowingly breached this clause 4.4, the loss remains at our risk and you receive a full refund of the amounts paid for that Product, including the delivery fee if the whole Order is affected.

4.5 We do not trade with, or provide services to, any person or country subject to sanctions imposed by the United Nations, the United Arab Emirates or the Office of Foreign Assets Control (OFAC) of the United States. An Order that would breach any such sanctions is cancelled.

4.6 By using the Platform, you confirm that:

you meet the requirements of this clause 4;
all information you provide to us is true, accurate, current and complete;
you are authorised to use any payment method you use for an Order; and
you will comply with the Policies and with all laws that apply to your use of the Platform.

5. Accounts and security

5.1 Automatic creation. When you place your first Order, an Account is created automatically using the email address you provide, and we email you a link to set a password for that Account.

5.2 Guest Orders. If an Order is placed without signing in, using an email address that is already associated with an Account, that Order is linked to that Account and appears in its order history. The Account holder must notify Customer Service without delay of any Order linked to the Account that the Account holder did not place.

5.3 Accurate information. You must provide true, accurate, current and complete information, and keep it up to date. Your name, delivery address, mobile number and email address are required to deliver an Order. If any of these is missing or incorrect, we may be unable to accept or deliver the Order.

5.4 Security. You must keep your password and sign-in details confidential, and you must not disclose them to any other person. You are responsible for the security of the devices on which you sign in, including any device on which you choose to remain signed in. You must notify Customer Service without delay if you know or suspect that any other person has obtained access to your Account.

5.5 Responsibility for activity. You are responsible for Orders placed and other activity carried out while your Account is signed in, except where that Order or activity results from unauthorised use of your Account that occurred through no fault of your own.

5.6 Verification. We may verify your identity, your contact details or your payment, as set out in the Terms of Sale, and you must cooperate with any reasonable verification request. Where verification cannot be completed, we may decline or cancel the Order concerned and refund any amount paid.

5.7 Personal and non-transferable. Your Account is personal to you. You must not sell, transfer, lend or share your Account, allow any other person to use it, or open or use an Account in the name of another person.

5.8 Closure by you. You may ask us to close your Account at any time by contacting Customer Service. On closure:

any Order already accepted, and any pending cancellation, return, exchange, refund or warranty request, is completed in accordance with the Terms of Sale and the other applicable Policies; and
your personal data is handled in accordance with the Privacy Policy, including deletion of your Account data within ninety (90) days of closure, subject to the records we are required by law to keep.

5.9 Suspension and closure by us. We may suspend or close your Account for breach in accordance with clause 14.

6. Licence to use the Platform

6.1 Subject to your compliance with the Policies, we grant you a limited, personal, non-exclusive, non-transferable and revocable licence to access and use the Platform, and to download and install the mobile app on a device that you own or control, for the purposes of browsing Products, placing Orders, managing your Account and using the features we make available, in each case for your own personal and non-commercial purposes.

6.2 All rights not expressly granted to you in the Policies are reserved by us and our licensors.

6.3 In relation to the mobile app:

we may release updates, and some features may cease to function until an update is installed or on devices or operating systems that the mobile app no longer supports;
app notifications can be enabled or disabled through your device settings, but service communications relating to Orders continue to be sent by email in accordance with clause 9;
where you download the mobile app from a third-party app store, the terms of that app store also apply to the download, and the operator of that app store is not a party to the Policies; and
where the mobile app includes third-party software components licensed under their own terms, those terms govern those components.

6.4 The licence in clause 6.1 ends if your Account is closed, or your access to the Platform is suspended or ended, under clause 14, without affecting any Order already accepted or any right that has accrued to you.

7. Acceptable use and prohibited conduct

7.1 You must use the Platform lawfully, in good faith and in accordance with the Policies.

7.2 You must not, and must not attempt to or assist any other person to:

use the Platform for any fraudulent or unlawful purpose, or in breach of any applicable law or regulation;
provide false, misleading or incomplete identity, contact, address or payment details, or the details of another person without their authority;
use a payment method that you are not authorised to use, or submit false or altered evidence of payment;
place Orders with no intention of accepting delivery and paying for them;
make any false or fraudulent claim, including a false claim of non-delivery, loss, damage, fault, missing items or wrong items;
return an item other than the item delivered, or a substituted, counterfeit or deliberately damaged item;
exploit any technical error, malfunction or loophole in the Platform, including in prices, discounts or promotions, to obtain Products, discounts or other benefits to which you are not entitled;
use any promotion or coupon, where offered, contrary to its terms, including by opening or using more than one Account to obtain it more often than permitted;
exceed any quantity limit that we set for a Product or an Order, or divide Orders between Accounts, names, payment methods or addresses in order to avoid such a limit;
introduce any virus, trojan, worm, malware, logic bomb or other harmful or technologically damaging material;
gain or attempt to gain unauthorised access to the Platform, its servers or databases, any connected system, or any other person’s Account;
probe, scan or test the vulnerability of the Platform, or breach or circumvent any security, authentication or access-control measure;
overload, flood or disrupt the Platform, including by any denial-of-service attack, or otherwise interfere with its proper working;
use any robot, spider, scraper, crawler, script, automated agent, artificial-intelligence tool or other automated means to access, monitor, copy, index or extract Content, prices, Product data or other data from the Platform, or to place Orders, without our prior written consent;
frame or mirror any part of the Platform, or use Content to build or supplement any database, directory or competing service;
copy, modify, decompile, disassemble or reverse engineer any part of the Platform or the mobile app, except to the extent that applicable law expressly permits this;
collect or harvest any personal data of other users of the Platform;
send unsolicited or bulk communications through the Platform or to Customer Service;
impersonate any person, or misrepresent your identity or your connection with us or with any other person;
harass, threaten, abuse or intimidate our staff, Customer Service, couriers or the personnel of any Fulfilment Partner;
infringe the Intellectual Property Rights or other rights of us or of any third party; or
use the Platform in any manner that damages, disables or impairs it, or that could expose us, our users or any third party to harm or liability.

7.3 Requesting a cancellation, return, exchange, refund or warranty assistance, disputing an inspection result, or making a complaint, in each case in good faith and in accordance with the Policies, is never a breach of these Terms of Use.

7.4 Any person may report to Customer Service any Content, User Content or conduct on the Platform that they believe breaches these Terms of Use. Reports of infringement of Intellectual Property Rights are handled under the Intellectual Property Policy.

7.5 A breach of this clause 7 may lead to the measures set out in clause 14.

8. User content and reviews

8.1 Availability. We provide a means for you to rate us, the Products, the payment methods and the delivery service, through Product reviews on the Product page and feedback by email to Customer Service. We may also offer features that allow you to submit other User Content. We may change the form of these features, but we do not withdraw the means of rating required by applicable law. This clause 8 applies to all User Content submitted through those features.

8.2 Content rules. User Content must be honest, based on your genuine experience, relevant to the Product or service concerned, and lawful. User Content must not:

be false, misleading or deceptive;
be defamatory, obscene, indecent, offensive, hateful, discriminatory, threatening or abusive;
offend religion, public morals or public order, or otherwise breach the laws of the UAE;
contain the personal data of another person, including names, telephone numbers, addresses or images of an identifiable person, without that person’s consent;
infringe the Intellectual Property Rights, privacy or other rights of any person;
contain advertising, promotional material, links to other websites, or solicitations, or promote any other business;
contain any virus or harmful code;
be submitted in exchange for payment, a discount or any other benefit unless that fact is clearly disclosed, or be submitted by or on behalf of a person with a commercial interest in the Product;
concern a Product that you have not bought or used; or
impersonate any person.

8.3 Your promises. By submitting User Content, you confirm that it complies with clause 8.2, that you own it or have every right and consent needed to submit it, and that our use of it under clause 8.4 will not infringe the rights of any person.

8.4 Licence. You retain ownership of your User Content. By submitting it, you grant us a non-exclusive, royalty-free, worldwide licence, which we may sub-license to our service providers solely for these purposes, to host, store, reproduce, display, publish, translate (including into Arabic), format for display, and distribute your User Content on the Platform and in communications relating to the Platform and Products. The licence continues for as long as the User Content remains on the Platform and, after removal, for the period reasonably required for backup and record purposes. We may display your User Content with the display name you choose.

8.5 Moderation. We may review User Content before or after publication, and we may decline to publish, remove or restrict any User Content that breaches clause 8.2 or applicable law, or that is the subject of a valid notice under the Intellectual Property Policy. We do not decline or remove User Content solely because it is critical of a Product or of us, if it complies with clause 8.2. We do not change the substance of User Content, but we may make formatting changes and may remove or obscure personal data. We may publish a response to any User Content.

8.6 Responsibility. User Content reflects the views of its author and not our views. We are not obliged to monitor User Content, but we act on reports made under clause 7.4 and the Intellectual Property Policy. Product information published by us remains our responsibility, as described in the Disclaimer.

8.7 Removal on request. You may ask us to remove your User Content at any time by contacting Customer Service.

9. Electronic communications and consent to receive notices electronically

9.1 By using the Platform, holding an Account or placing an Order, you consent to receive from us electronically, by email, through the Platform or by app notification, all communications relating to your Account and Orders, including Order Confirmations, payment links, dispatch and tracking information, revised delivery dates, cancellation confirmations, return and inspection results, refund confirmations, invoices, complaint acknowledgements and notices of changes to the Policies.

9.2 Communications, agreements, notices and records provided electronically satisfy any legal requirement that they be in writing, to the extent permitted by applicable law. Your placing of an Order through the Platform and our Order Confirmation are binding electronic records.

9.3 We send service communications whether or not you have agreed to receive marketing, because they are necessary to manage your Account and Orders.

9.4 We send marketing communications only with your consent. You may withdraw your consent at any time by contacting Customer Service or by using any unsubscribe option included in the communication. Withdrawal does not affect service communications.

9.5 When you contact us by email, telephone or WhatsApp, we keep a record of the communication in accordance with the Privacy Policy. WhatsApp is a service provided by Meta under its own terms and is used only if you choose to contact us through it.

9.6 Communications sent to the email address associated with your Account or Order are treated as received in accordance with clause 18.

10. Intellectual property

10.1 The Platform and all Content are owned by or licensed to us and are protected by the Intellectual Property Rights laws of the UAE and of other countries.

10.2 The names and logos of One Basket and NEXTAURA 360, and the other names, logos and marks we use on the Platform, are our trade marks, whether registered or unregistered. Brand names, logos and marks of third parties that appear on Product pages belong to their respective owners.

10.3 Nothing in the Policies grants you any right or licence in the Platform, the Content or any trade mark, except the limited licence in clause 6.

10.4 The Intellectual Property Policy sets out the permitted use of Content, the restrictions that apply, the treatment of third-party brands, and the procedure for reporting infringement of Intellectual Property Rights.

11. Third-party links and services

11.1 The Platform may contain links to, or make use of, websites, applications and services operated by third parties, including payment providers such as the card payment link provider and Tamara, courier tracking pages, WhatsApp, app stores and manufacturers’ websites.

11.2 Third-party websites, applications and services are governed by their own terms and privacy policies. We do not control them and are not responsible for their content, availability, security or practices. Tamara instalments are subject to Tamara’s own terms.

11.3 A link to a third-party website or service does not mean that we endorse it or its operator.

11.4 Clauses 11.2 and 11.3 do not limit our responsibility to you for the performance of any Order. Where a courier, Fulfilment Partner or other third party acts on our behalf in performing an Order, we remain responsible to you in accordance with the Terms of Sale. Any right you have to request a chargeback through your card issuer remains available.

12. Platform availability, changes and maintenance

12.1 We aim to keep the Platform available, but we do not guarantee that it will be available at all times or free from interruption or error. The Platform may be unavailable because of maintenance, updates, technical faults, failures of third-party systems or networks, or events described in clause 17.

12.2 We may carry out scheduled or emergency maintenance at any time. Where reasonably practicable, we carry out scheduled maintenance in a way that limits disruption to users.

12.3 We may add, change, suspend or withdraw any feature or part of the Platform, any Product, any payment method or any delivery destination at any time. Such a change does not affect any Order already accepted, which we perform in accordance with the Terms of Sale, or any other right that has accrued to you.

12.4 We take reasonable care to ensure that the Content is accurate. Where we become aware of an error in the Content, we correct it. Obvious pricing errors are dealt with in accordance with the Terms of Sale and the Payments, Pricing and Promotions Policy.

12.5 We use reasonable technical and organisational measures to protect the Platform, including HTTPS encryption and restricted access. You are responsible for the device, software and internet connection you use to access the Platform, and for any charges made by your network provider.

13. Privacy

13.1 We are the controller of the personal data processed through the Platform. The Privacy Policy explains what personal data we collect, the purposes for which we use it, with whom we share it, where it is transferred, how long we keep it and the rights you have. The Cookie Policy explains the cookies used on the Platform.

13.2 Your name, delivery address, mobile number and email address are required to deliver an Order. An Account is created when you place your first Order, as described in clause 5.1.

13.3 We share personal data with couriers, Fulfilment Partners, Suppliers, payment providers and other recipients, in the UAE and in other countries, only as described in the Privacy Policy. We do not sell, rent or lease personal data, and we do not store or share card details.

13.4 You may exercise your rights in respect of your personal data as described in the Privacy Policy and summarised in the Consumer Rights notice.

14. Suspension and termination

14.1 These Terms of Use apply for as long as you use the Platform or hold an Account. You may stop using the Platform at any time and may close your Account under clause 5.8.

14.2 We may suspend or restrict your access to your Account or to the Platform, decline an Order, or close your Account, where:

you have breached the Policies in a material respect, or repeatedly;
we reasonably suspect fraud, unlawful use, misuse of a payment method, or a false claim, by you or through your Account;
you do not meet the requirements of clause 4; or
we are required to do so by law, by a court order or by a competent authority.

14.3 We may also temporarily suspend access to an Account where we reasonably believe that the Account has been accessed without the Account holder’s authority, in order to protect the Account holder.

14.4 Any measure we take under clause 14.2 or clause 14.3 is proportionate to the circumstances. Where it is lawful and does not prejudice the prevention or investigation of fraud, we inform you by email of the measure and the reason for it. You may challenge any such measure through the complaints procedure in clause 23.

14.5 Suspension or closure of your Account by us does not affect:

any Order already accepted, which we either complete in accordance with the Terms of Sale or, where we cancel it because of suspected fraud, cancel with a refund of any amount paid;
any pending return, exchange, refund or warranty request; or
any other right that has accrued to you, including your rights under applicable consumer protection law.

14.6 If we decide to discontinue the Platform, we notify Account holders by email, and complete, or cancel with a full refund, every Order already accepted.

14.7 Clauses 2, 8.4, 10, 15, 16, 18, 20, 21, 22, 23, 24 and 25, and any other provision which by its nature is intended to continue, survive the closure of an Account and the termination of these Terms of Use.

15. Indemnity

15.1 You are responsible for, and will compensate us for, reasonable and foreseeable losses, damages and liabilities that we incur as a direct result of:

fraud by you;
your deliberate misuse of the Platform in breach of clause 7.2(j) to (p); or
User Content submitted by you that infringes the rights of a third party.

15.2 Clause 15.1 does not apply:

to the extent that the loss was caused by our own breach, negligence or wilful act;
to anything done by you in good faith in exercising your rights under the Policies or applicable law; or
to the extent that applicable consumer protection law does not permit a consumer to be held responsible for the loss.

15.3 Where we intend to rely on clause 15.1, we notify you of the claim promptly, take reasonable steps to limit the loss, and do not settle a third-party claim for which we hold you responsible without first consulting you.

16. Liability

16.1 We are responsible to you for loss or damage that you suffer which is a foreseeable result of our breach of the Policies or of our failure to use reasonable care and skill. Loss or damage is foreseeable if it is an obvious consequence of the breach, or if both you and we knew it might happen at the time the relevant contract was made.

16.2 We are not responsible for loss or damage that is not foreseeable.

16.3 Our liability to you is not subject to any financial cap, and it is not limited by reference to the price of an Order or any other amount.

16.4 Nothing in the Policies limits or excludes our liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
defective Products;
any right you have under the consumer protection law of the UAE; or
any other liability that cannot lawfully be limited or excluded.

16.5 If you live outside the UAE, you keep the benefit of the mandatory consumer protection law of the country in which you live, and nothing in the Policies limits it.

16.6 We are not responsible for loss or damage to the extent that it is caused by:

your breach of the Policies;
an event described in clause 17, subject to your rights under that clause; or
a third-party website, application or service described in clause 11 that does not act on our behalf in performing an Order.

16.7 We are responsible to you for the acts and omissions of our Suppliers, Fulfilment Partners, couriers and other contractors in performing an Order as if they were our own.

16.8 Your remedies in respect of Products are set out in the Terms of Sale, the Shipping and Delivery Policy, the Returns and Refund Policy and the Warranty Policy. Those remedies are in addition to, and do not replace, your rights under applicable law.

17. Force majeure

17.1 We are not in breach of the Policies, and are not responsible for any delay in or failure to perform our obligations, to the extent that the delay or failure is caused by severe weather, natural disasters, war, civil unrest, strikes, border closures or government action (each a “Force Majeure Event”).

17.2 A delay or failure by a courier, Fulfilment Partner, Supplier or other contractor of ours is not a Force Majeure Event.

17.3 Where a Force Majeure Event affects an Order, we notify you as soon as reasonably practicable, with a revised expected delivery date where one can be given. We take reasonable steps to limit the effect of the Force Majeure Event, and our affected obligations are suspended only for as long as it continues.

17.4 If, because of a Force Majeure Event, your Order has not been delivered within fifteen (15) days after the expected delivery date, you may cancel the Order and receive a full refund, including the delivery fee.

17.5 The commitment to deliver Orders within thirty (30) days, unless otherwise agreed, as set out in the Shipping and Delivery Policy, is subject to this clause 17.

18. Notices

18.1 We may give you notices relating to the Policies, your Account or an Order by email to the address associated with your Account or Order, by a notice on the Platform, or, for service matters, by app notification. We notify Account holders of material changes to the Policies by email.

18.2 You may give us notices by email to info@onebasket.ae or by delivery to our registered address set out in clause 3.1. Complaints may be made as set out in clause 23.

18.3 A notice given by email is treated as received at the time it is sent, unless the sender receives notification that the email was not delivered, in which case the notice is given again by another method set out in clause 18.1 or clause 18.2.

18.4 Nothing in this clause 18 affects the service of legal proceedings, which is governed by applicable law.

19. Assignment and third-party rights

19.1 We may transfer our rights and obligations under the Policies to another entity, including in connection with a reorganisation or a transfer of our business. If we do so, we notify you, and the transfer does not reduce your rights under the Policies. If you do not wish to continue with the transferee, you may close your Account under clause 5.8 and cancel any Order that has not yet been dispatched with a full refund.

19.2 We may use Suppliers, Fulfilment Partners, couriers and service providers to perform our obligations, and we remain responsible to you for their performance as set out in clause 16.7.

19.3 You may not transfer your rights or obligations under the Policies to another person without our prior written consent.

19.4 The Policies are between you and us. No other person has any right to enforce any of their terms, except a person to whom we transfer our rights under clause 19.1.

19.5 Nothing in the Policies creates any partnership, joint venture or agency between you and us.

19.6 Each of us will provide the information, and take the steps, that are reasonably required to give effect to the Policies and to each Order. In your case, this includes the information reasonably required to complete a verification under clause 5.6, to clear an international Order through customs, or to make a refund by bank transfer to a bank account in your name. Nothing in this clause 19.6 requires you to provide any information or take any step beyond what the Policies or applicable law require.

20. Entire agreement and order of precedence

20.1 The Policies, other than the Privacy Policy and the Cookie Policy, together with the Order Confirmation for each Order, form the entire agreement between you and us in relation to your use of the Platform and your purchase of Products, and replace any earlier arrangement on the same subject. This clause does not exclude liability for any statement made fraudulently, and does not affect the description, price and other information shown on a Product page or at checkout at the time of your Order, which forms part of the contract for that Order.

20.2 If there is any conflict between the Policies, they apply in the following order of precedence:

first, mandatory applicable law, including the consumer protection law of the UAE and, for customers outside the UAE, the mandatory consumer protection law of the country in which they live;
second, on its own subject matter, the specific Policy dealing with that subject: the Returns and Refund Policy for returns, exchanges, inspection and refunds; the Shipping and Delivery Policy for delivery; the Payments, Pricing and Promotions Policy for prices, payments and promotions; the Warranty Policy for warranties; the Privacy Policy and the Cookie Policy for personal data and cookies; and the Intellectual Property Policy for Intellectual Property Rights and infringement reports;
third, the Terms of Sale, for Orders and the sale of Products;
fourth, these Terms of Use; and
fifth, the Disclaimer.

20.3 The Consumer Rights notice summarises your key rights and does not limit any of them. Where the Consumer Rights notice describes a right more favourably to you than another Policy, the more favourable description applies.

20.4 Where a term of the Policies is ambiguous or capable of more than one meaning, the meaning most favourable to you applies.

20.5 Precedence between the English and Arabic versions of the Policies is governed by clause 25.

21. Severability

21.1 If any provision of the Policies is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision is treated as deleted to the extent of the invalidity, unlawfulness or unenforceability. A provision that exists for your benefit applies with the minimum modification necessary to make it valid, lawful and enforceable.

21.2 The invalidity, unlawfulness or unenforceability of any provision does not affect the remaining provisions of the Policies, which continue in full force and effect.

22. No waiver

22.1 If we do not insist that you perform any of your obligations under the Policies, or if we delay in enforcing any of our rights, that does not mean that we have waived our rights or that you do not have to comply with those obligations.

22.2 Any waiver by us of a breach is effective only if it is given in writing, and it does not operate as a waiver of any later breach.

23. Complaints

23.1 You may make a complaint, free of charge, to Customer Service by email at info@onebasket.ae or by telephone or WhatsApp on +971 55 137 8765. A complaint should describe the issue and, where it relates to an Order, include the Order number.

23.2 We acknowledge every complaint within two (2) Working Days of receipt and give it a reference number.

23.3 We give a full response to every complaint within fourteen (14) days of receipt.

23.4 If you are not satisfied with our response, you may ask for the complaint to be escalated, and it is then reviewed by a manager.

23.5 If your complaint is not resolved to your satisfaction:

customers in the UAE may contact the UAE Ministry of Economy and Tourism consumer protection line on 800 1222; and
customers outside the UAE may contact the competent consumer protection authority in their country.

23.6 Use of this complaints procedure is not a condition of, and does not affect, your right to contact a consumer protection authority or to bring proceedings before a competent court at any time. Any right you have to request a chargeback through your card issuer remains available. Complaints about the handling of personal data may also be made to the UAE Data Office, as set out in the Privacy Policy.

23.7 A dispute about the result of a return inspection may also be raised under the review procedure in the Returns and Refund Policy, without affecting this clause 23.

24. Governing law and jurisdiction

24.1 The Policies, and any dispute or claim arising out of or in connection with them or with your use of the Platform, including non-contractual disputes or claims, are governed by the laws of the UAE as applied in the Emirate of Dubai.

24.2 The courts of the Emirate of Dubai have jurisdiction to settle any such dispute or claim.

24.3 Clauses 24.1 and 24.2 are without prejudice to:

the mandatory consumer protection law of the country in which a consumer outside the UAE lives, the benefit of which that consumer keeps; and
the right of a consumer outside the UAE to bring proceedings in the courts of the country in which they live, where the mandatory law of that country allows.

24.4 Nothing in this clause 24 prevents you from making a complaint to a consumer protection authority under clause 23.5.

25. Language

25.1 Each Policy is published in English and in Arabic.

25.2 For consumers in the UAE, if the English and Arabic versions of a Policy differ, the Arabic version prevails.

25.3 Customer Service and our service communications are provided in English, without prejudice to clause 25.2. For Orders delivered in the UAE, the Order Confirmation is provided in Arabic and English, and invoices are issued in Arabic, or in Arabic and English, as set out in the Terms of Sale.

26. Amendments

26.1 We may amend any Policy from time to time, including to reflect changes in the law, in the Products we offer, in payment methods, in delivery destinations or in the features of the Platform. Each amended Policy is published on the Platform with a revised “Last updated” date and takes effect when it is published, subject to clauses 26.2 and 26.3.

26.2 The version of the Policies published on the Platform at the time you place an Order applies to that Order.

26.3 For your use of the Platform otherwise than in relation to an Order already placed, an amended Policy applies from the date it is published, except that a material change applies to an Account holder only from the date falling fourteen (14) days after we notify that Account holder by email under clause 26.4, unless the change is required by law or is solely in your favour.

26.4 We notify Account holders of material changes to the Policies by email.

26.5 You should review the Policies regularly, so that you are aware of the version that applies when you use the Platform or place an Order.

26.6 If you do not agree to an amended Policy, you may stop using the Platform and close your Account under clause 5.8, without affecting any Order already placed.

26.7 On request, Customer Service provides, free of charge, a copy of the version of any Policy that applied to an Order.

27. Contact us

27.1 Questions about these Terms of Use, the other Policies, your Account or an Order may be directed to Customer Service using the details below.

NEXTAURA 360 L.L.C-FZ (One Basket)

Registered address: 6th Floor, Meydan Grandstand, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates

Email: info@onebasket.ae · Telephone and WhatsApp: +971 55 137 8765

Customer Service hours: 10:00 a.m. to 6:00 p.m. (UAE time)