Terms and Conditions

Welcome to PrepHero website, which is provided to you by PREPHERO RESTAURANT L.L.C. ("PrepHero", "we", "us", "our").

Your use of this website is governed by the policies, terms, and conditions set out below ("Terms"), so please read them carefully and contact us with any questions before you use the website. You can contact us at: hello@myprephero.com

These Terms, together with any other policy in relation to the supply or return of goods that is made available on our website from time to time, form the whole of the agreement between you and PrepHero in respect of your use of the website and any purchase of goods from PrepHero ("Goods") made through the website.

Your use of this website indicates your acceptance of these Terms and any other applicable policy. If you do not agree to the Terms, please do not use this website. To the extent that any inconsistency arises between these Terms and a separate policy published on our website, these Terms will apply. These Terms will otherwise supersede and replace any subsequent terms or conditions provided by you or on your behalf to us in connection with an order for Goods you make through our website ("Order"), whether or not such terms or conditions are signed by PrepHero.

PrepHero reserves the right to make changes to this website and these Terms at any time. By ordering or registering on our website you grant us the right to add your contact details to our database and use them to contact you regarding your Order, shipping, and other products or promotions. From time to time we may contact you about offers and new products. You can easily be removed from our subscriber list by either unsubscribing via a link in any email you receive from us, or by contacting our Customer Support at: hello@myprephero.com.

PrepHero, and this website, are based in UAE and provide services only inside UAE. All dates and times referred to on our website or in any communication with you are references to GST as applicable, and all prices or other amounts are in Emirati Dirham, inclusive of TAX unless otherwise specified.

1. Conditions

1. All clients who have completed their online signup or sign up through the account and sales managers are deemed to have agreed to these terms and conditions from their registration until the end of their plan and also upon renewal.
2. PrepHero reserves the right to refuse a client under the following cases:
1. Dislike and/or allergy/intolerance to cooked onions.
2. Dislike and/or allergy/intolerance to cooked garlic.
3. Dislike and/or allergy/intolerance to cooked ginger.
4. Dislike and/or allergy/intolerance to cooked tomatoes and cooked capsicums.
5. Dislike and/or allergy/intolerance to coconut depending on other dislikes/allergies.
6. Dislike and/or allergy/intolerance to spices. (e.g.: cumin, black pepper, paprika, etc)
7. Allergy/intolerances to eggs depending on other dislikes/allergies.
8. Vegetarian and/or Vegan performance and gain meal plan.
9. Clients require a gluten-free, nut-free, or egg-free kitchen.
10. Clients looking for a meal plan to cater to specific medical conditions.
3. PrepHero considers any confirmation made online, through the app, over the phone, and email valid and binding.
4. PrepHero reserves the right to send emails and SMS to all clients unless un-subscription to any has been made or requested.
5. PrepHero reserves the right to update or amend these Terms and Conditions and any time without prior notice.

2. Payments, Prices, Fees

1. Full payment must be received 3 business days before the desired start date for either a new or renewal meal plan otherwise food delivery does not proceed.
2. All clients are required to pay a refundable deposit (AED 200) for the Chiller Bags and ice packs used for delivery before starting their meal plan.
3. Payments can be made online through PrepHero’s official website.
4. PrepHero also accepts cheques and cash via collection and office drop-off.
1. All cheque payments must be paid to Prephero Restaurant LLC with the current date.
2. Office drop-off payments are accepted Monday - Friday from 8:30 am-5:00 pm.
3. An administration fee of AED 300 will be charged for any returned or bounced cheque.
5. Balance payments for an upgrade or change of plan must be settled within 3 business days upon request otherwise; the meal plan will be shortened based on the remaining amount.
6. Additional payments for any extra portions, add-on dishes, loss of chiller bags, etc. must be settled at the end of the plan or along with the renewal payment. Any unpaid balance will be deducted from the Chiller Bag deposit.
7. PrepHero will NOT deal or provide any services or products to any OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.
8. Multiple transactions may result in multiple postings to the cardholder’s monthly statement.

3. Delivery and Chiller Bags

1. Delivery is free of charge. You can get more information about our delivery regions on our Delivery Page.
2. If you are not home at time of delivery we will leave the order at the front door or in an area specified by you in the instructions when placing your order. The ice packs in the bag allows it to be left in a shaded area for up to 5-8 hours (this may change based on weather temperature). PREPHERO RESTAURANT L.L.C will not be liable for any damage to the product if left outside for extended periods of time nor if bag is damaged or stolen after delivery.
3. It is your obligation to enter the correct delivery address details at time of ordering. If you enter the wrong address, we are not obliged to re-send the order to the correct address at our expense.
4. Any change in the delivery with location or timings must be made 3 business days ahead; Any last-minute change is subject to confirmation of the account manager.
5. A chiller bag deposit for AED 200 is refundable at the end of the plan. For any lost bag, a corresponding charge will be deducted from the deposit.
6. We will provide you with an estimated date of delivery of your meals and will make every effort to deliver by this date.
7. If you live in a secured apartment complex, please ensure you are home to receive your delivery. If no one is available to collect your delivery please arrange a suitable time with our staff prior to the delivery date.
8. It is the responsibility of the customer to inform PREPHERO RESTAURANT L.L.C by calling us on +971 55 637 8218 if an order does not arrive. Once we learn an order has not arrived on the due date, we will make inquiries and ensure delivery occurs as soon as possible. We will not be held liable for any loss or damage resulting from late delivery.

4. Food Storage, Consumption, Reheating and Labels

1. All food upon receiving should be kept refrigerated under 5°C or below.
2. Reheating instructions should be followed as per the food label.
3. All dishes are labeled with the following information:
1. Dish name
2. Total calories and macronutrient distribution (carbohydrate, fat & protein)
3. Reheating instructions
4. Consumption date
5. Meal-type (breakfast, afternoon snack, lunch, evening snack & dinner)
4. If there are any ingredients added or removed from the dish while accommodating preferences or considering allergies and dislikes, calorie and macronutrients may change and would not be reciprocated on the dish label.

5. Freezes, Substitutes and other meal plan changes

1. All freeze requests and meal substitutes must be made 3 business days EARLY by contacting the assigned account manager.
2. All meal plans can be frozen for a maximum of 40 days unless under specific T&Cs for any promotion available. Any freeze more than the allowable duration will forfeit the remainder of the plan.
3. Any freeze dates submitted in less than 3 business days will be considered as paid wastage.
4. PrepHero is not responsible for any dislikes, allergies, or nutritional value changes when items are changed using the substitute menu by the client.
5. Other changes requested such as removing additional dislikes, adding preferences, etc. will be taken into account on the meal plan only after 3 business days.

6. Dislike, Allergies, Preferences and Medical Conditions

1. Meal plans are amended according to the calorie and macronutrient ranges assigned for each type of meal plan.
2. Meal plans are amended according to declared dislikes, allergies, and preferences of the client only. PrepHero will not assume any liability for adverse reactions to any food consumed with dislikes or allergies not informed prior to receiving food. It is advised to disclose all dislikes and allergies before starting the plan
3. PrepHero does not intend to provide any medical advice, diagnosis, or treatment. For any medical condition or health risk, please consult your physician before signing up for any of the meal plans offered. Always seek the advice of your physician if you have any questions regarding a medical condition, diet, nutritional supplements and exercise regimen, or any other health-related matter.
4. The PrepHero kitchen does not have a dedicated gluten-free section. However, the whole team is well trained to ensure the separation of gluten-containing ingredients from the dishes of gluten-intolerance and celiac customers to reduce risks.
5. The meal plan is not suitable for pregnant women or anyone suffering from any disease such as but not limited to heart disease, kidney failure, cancer, or any severe medical conditions. It is highly recommended that you consult your physician prior to beginning any weight loss program.
1. Reliance of any information or products provided by PrepHero regarding health, nutrition, and weight loss by our agents or employees is solely at your own risk and is not intended to diagnose, treat or cure any health condition, and we hereby disclaim any and all liability in connection therewith.

7. Cancellation and Refund

1. We use fresh ingredients weekly and cook our meals to order every week. Due to this reason to cancel your Order you must notify us within 24 hours of placing the Order. PrepHero encourages all clients to fully commit to their plan as scheduled. Any reason that can hinder results and overall satisfaction must be brought to the customer service or nutritionist‘s attention for an immediate and appropriate solution.
2. Should there be a request to cancel the plan; it will take effect in 3 business days. Clients can transfer the remaining days to a third party.
3. The cancellation refund is only under the qualifying circumstances and upon approval of the Management.
4. In the event of cancellation, fourteen business days (14 days) processing time with a twenty percent (20%) cancellation fee will apply on the meal plan-based price with all discounts forfeited.
5. Refunds will be done only through the Original Mode of Payment.
6. We reserve the right not to provide goods or services, remove or cancel orders (or part thereof) at our sole discretion at any time. Without limiting the operation of any other Terms and Conditions herein, we will not be held liable for loss or damage arising from the exercising of these rights.

8. Privacy

1. The client acknowledges that PrepHero will have the right to store personal information that we may use to operate, provide the products and services and respond to queries the client may have during and after the meal plan.
2. PrepHero shares the delivery information of the client with TRANSCORP who provides the logistics services for the client. Transcorp is obligated to protect the client’s information and will not be used for marketing purpose or to be sold.
3. All credit/debit cards details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties.
4. The Website Policies and Terms & Conditions may be changed or updated occasionally to meet the requirements and standards. Therefore, the Customers’ are encouraged to frequently visit these sections in order to be updated about the changes on the website. Modifications will be effective on the day they are posted.
5. Some of the advertisements you see on the Site are selected and delivered by third parties, such as ad networks, advertising agencies, advertisers, and audience segment providers. These third parties may collect information about you and your online activities, either on the Site or other websites, through cookies, web beacons, and other technologies in an effort to understand your interests and deliver to you advertisements that are tailored to your interests. Please remember that we do not have access to, or control over, the information these third parties may collect. The information practices of these third parties are not covered by this privacy policy.

9. Discounts & Promotions

1. Discounts or promotion codes are non-transferable and cannot be transferred or refunded for cash. Furthermore, PREPHERO RESTAURANT L.L.C reserves the right, to cancel any promotion or discount without prior notice. Only a single discount or promotion code per order and cannot be used in conjunction with any other discounts or promotions.

10. Referral Program Terms and Conditions

These terms and conditions (the "Terms") govern the referral program (the "Program") offered by PREPHERO CATERING L.L.C ("Company"). By participating in the Program, you ("Referrer") and the individuals referred by you ("Referee") agree to comply with these Terms.

1. Eligibility
   1. Participation in the Program is open to individuals who meet the following criteria:
      Referrer: Existing customers of PREPHERO CATERING L.L.C who have an active account.
      Referee: New customers who have not previously registered or made a purchase with PREPHERO CATERING L.L.C.
2. Referral Rewards
   1. Referrer:
   2. Referring a new customer who signs up for [3 Meals + 2 Snacks] or [2 Meals + 2 Snacks] for a 4 or 8-week meal plan will earn the Referrer [1 week free] of the same meal plan.
   3. Referring a new customer who signs up for [3 Meals], [2 Meals], or [2 Meals + 1 Snack] for a 4 or 8-week meal plan will earn the Referrer [3 days free] of the same meal plan.
3. Referee:
   1. New customers referred by a Referrer who signs up for [3 Meals + 2 Snacks] or [2 Meals + 2 Snacks] for a 4 or 8-week meal plan will receive an additional [3 days free] of the same meal plan.
   2. New customers referred by a Referrer who signs up for [3 Meals], [2 Meals], or [2 Meals + 1 Snack] for a 4 or 8-week meal plan will receive an additional [3 days free] of the same meal plan.
4. Redemption of Rewards
   1. To redeem rewards, both Referrer and Referee must meet all eligibility criteria and complete the qualifying actions as specified in section 2.
   2. Rewards are non-transferable, have no cash value, and can only be applied to the specified meal plans.
5. Limitations
   1. Referrers may not refer themselves, create multiple accounts, or engage in fraudulent activity to gain rewards.
   2. The Company reserves the right to investigate and cancel rewards or disqualify Referrers and Referees for any fraudulent activity or violation of these Terms.
6. Termination and Modification
   1. The Company reserves the right to terminate or modify the Program, including these Terms, at any time without prior notice.
7. Privacy
   1. The Company will collect and use personal information in accordance with its Privacy Policy.

By participating in the Program, Referrers and Referees acknowledge that they have read, understood, and agree to be bound by these Terms.

11. Contact Us

1. Please feel free to contact us if you have any questions about these Terms.