Terms for shops
Last updated 17 October 2026
Who these terms are for
These terms apply to any restaurant, store or mess kitchen listed on Zolo, and to the owner and staff who use the Zolo Merchant app for it. By claiming a listing or taking orders through Zolo you accept them. Customers ordering from you are covered by the customer Terms of Service.
Accepting these terms
You accept these terms digitally in the Zolo Merchant app. We keep a timestamped record of who accepted which version, for which shop, and will ask you to accept again when they change materially.
Your listing
Zolo may list public details of your business (name, location, opening hours, phone number, category, and a menu typed from your own printed menu) so neighbours can find and call you, before you claim it; such a listing shows customers "Unverified — sourced from public info". Once you claim it, or confirm its menu and prices with our team, it shows "✓ Verified by the owner". A listing shows customers how they can reach you: listed only (call or visit), orders on WhatsApp, or orders in the app. You can claim your listing, correct it, or ask us to remove it at zolo.ae/takedown; we answer within 48 hours. The Listing policy explains the rest.
What you promise
You warrant that your menu, prices and listing details are accurate and that you keep them current, and that your business holds a valid trade licence and the food-safety approvals it needs for what it sells. Tell us, or update the app, as soon as any of this changes.
Business details
For orders in the app you give Zolo your business's legal name, its trade licence (with an upload of the licence) and its TRN if you are registered for VAT. Once we have checked them, they are shown to customers on your shop page as the seller.
You are the seller
You are the seller of everything ordered from you, and you own refunds and complaints about your food and your orders. Reply to customer reports within 24 hours; after that Zolo may step in and contact the customer and you. Repeated unresolved reports affect your standing on Zolo.
What Zolo does, and what it never does
Zolo provides discovery, your menu, ordering tools, an order inbox, a handoff link for your rider and your own storefront. Zolo never delivers, never collects or holds your customers' payments, and never takes a commission on your orders. You prepare and deliver orders, collect payment from your customers, and are responsible for your food, prices, food-safety and licensing obligations and the tax on your sales.
Free period
Orders in the app are free until your shop has 100 delivered orders through Zolo or six months have passed since in-app ordering was switched on, whichever comes first. Listing your shop and WhatsApp enquiries cost nothing.
Subscription after the free period
After the free period, in-app ordering costs a flat AED 149 a month per business, with unlimited orders and zero commission. You may prepay a year for AED 1,000. Optional add-ons, such as monthly meal plans (AED 250 a month including 50 active subscribers, then AED 3 per extra active subscriber), are priced separately and only apply if you switch them on. We will tell you before your free period ends and before any price change takes effect.
Pausing, overdue payments and closing
You can pause orders at any time from the Zolo Merchant app. If a subscription payment is overdue, we may pause in-app ordering until it is settled, after telling you; your listing stays visible to customers. You can stop at any time before a new month begins, and delete your account from Settings → Delete account; if you are the only owner, the listing is suspended.
Suspension and removal by Zolo
We may pause or suspend a listing that repeatedly leaves orders unanswered, raises food-safety concerns, shows false information, or is used for fraud or abuse. We will tell you why and what would resolve it, unless the law prevents us.
Customer data
For each order you receive the customer's name, the items, the delivery address and delivery point, and a way to call them; their phone number is never shown to you as text. Use this data only to prepare, deliver and support that order: no marketing without the customer's consent, no sharing, and do not keep it longer than you need. Zolo handles personal data as described in the Privacy Policy.
Your content
You let Zolo show your business name, logo, menu, prices and photos in the Zolo apps, on your storefront and on your QR cards, and you confirm you have the right to them. Prices you publish are the prices customers are charged in the app. Menu and price edits you make in the Zolo Merchant app are published by you and shown to customers as "Published by the owner"; a menu Zolo typed from your printed menu says so.
Reviews and ranking
Visibility on Zolo is earned by reliability (answering orders, accepting them, completing them) and is never sold. Do not ask for, reward or write reviews of your own shop.
Indemnity
You indemnify Zolo against claims, losses and costs arising from your food and goods, your prices, your licences and approvals, or your service to customers.
Liability, changes and governing law
Zolo provides the platform "as is" and, to the extent the law allows, is not liable for lost orders or profits. We will tell you in the merchant app before material changes to these terms take effect. These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Abu Dhabi, and the courts of Abu Dhabi have jurisdiction. There is no arbitration clause.