Customer Terms & Conditions

1. Service, parties and responsibilities

U-Turn coordinates ordering, dispatch, payment arrangements and support between customers, participating restaurants and delivery captains. The legal operator is TBD, with registration number and address TBD. A restaurant is responsible for preparing safe, correctly described food and suitable packaging. A captain is responsible for the delivery tasks assigned to them and safe handling during the journey.

These descriptions allocate operational duties; they do not waive U-Turn’s own duties, mandatory consumer protections, or any responsibility that applicable law places on U-Turn. The final service area, launch arrangements and any legally required eligibility conditions must be confirmed before launch; unconfirmed values are TBD.

2. Orders, prices and customer approval

Before you confirm an order, you must be shown the confirmed food amount, delivery fee, applicable taxes, any other expressly agreed charge and the total payable. Tax treatment and any unconfirmed charge remain TBD and must be resolved and disclosed before charging. Do not rely on an estimate or an old menu as the confirmed price. One order is placed with one restaurant branch under the current model.

U-Turn and the restaurant must ask for your approval of an unavailable item’s replacement, a changed quantity, or a revised price before proceeding with that change. Silence is not approval. If no replacement is agreed, support must review removal, cancellation or an appropriate refund. Preparation and arrival times are estimates; material delays should be explained and reviewed rather than treated as a waiver of your rights.

3. Preparation authorization and payment

For delivery orders, accepting the restaurant’s order is not by itself authorization to prepare it. Preparation starts only after U-Turn confirms suitable captain availability and, where online payment applies, successful payment. Pickup preparation follows U-Turn’s applicable confirmation instruction without requiring a delivery captain. Any requested change must still be approved before it is prepared.

Use only a payment method actually offered for your order. The inspected version supports cash-on-delivery and direct payment to the restaurant for pickup; its electronic-payment adapter is a logging/sandbox implementation, not evidence of a live payment service. Online payment and card, wallet or Apple Pay/SoftPOS payment are planned options only if an operational provider and the specific method are enabled and disclosed. Do not submit real card details to a sandbox. Live provider identity and payment-specific conditions remain TBD.

4. Cancellation and justified remedies

You may request cancellation before preparation begins by contacting U-Turn support. Support must check the actual preparation stage and communicate the result and any refund due. After preparation starts, change-of-mind cancellation is generally unavailable because food has been prepared for that order; this does not remove mandatory cancellation rights or remedies required by applicable law.

Unsafe food, incorrect or missing items, non-delivery and materially defective service remain grounds for investigation and a justified remedy, including replacement, an appropriate refund or another lawful resolution. Report the issue promptly with available order details and evidence; lack of a photograph alone must not automatically defeat a genuine complaint. Remedy amounts and responsibility must reflect the facts and mandatory rights, not a blanket no-refund rule.

5. Genuine orders and reasonable cooperation

Place genuine orders, give an accurate name, contact details, delivery pin and access instructions, and pay the confirmed amount through the offered method. Stay reasonably available for order questions and handover. Tell support promptly if your address or circumstances change. You are not required to take unsafe steps or provide information unrelated to fulfillment.

Fraud, false orders, harassment, threats and deliberate misuse are prohibited. An honest mistake, emergency, technical failure or a service failure by U-Turn, a restaurant or a captain must be considered separately from deliberate misconduct. Restrictions must not prevent you from contacting support or disputing a decision.

6. Investigating a failed delivery

A captain’s report alone does not establish customer fault. Human review must consider the correct delivery location and accessibility, location records, timestamps, contact attempts, waiting time, payment status and relevant explanations from the customer, restaurant and captain. App records are evidence that can be incomplete or mistaken; they are not conclusive proof.

For an ordinarily unreachable customer, the normal procedure is two reasonable contact attempts and ten minutes at the correct accessible location. A dangerous situation, road closure, checkpoint or other genuine safety issue may require the captain to leave and contact support instead. A refusal report is also subject to review; merely selecting “refused” does not prove fault or remove the need to assess the circumstances.

7. Proposed graduated accountability

The following is the proposed Version 1 pilot policy, not a claim that the current software implements these steps. Only verified ordinary customer-caused incidents count. Support must explain the evidence and allow a meaningful human review before or after an urgent temporary measure as appropriate. Emergencies and failures attributable to U-Turn, restaurants or captains must be considered and must not be counted as customer fault without justification.

1. First verified ordinary incident: an explanation and warning.
2. Second verified incident within 90 days: advance payment for the next three orders, where that option is available. An unavailable electronic method must not be represented as available.
3. Further verified incidents: temporary suspension and human review. Credible fraud, threats or serious abuse may justify immediate temporary restriction pending review, without treating an allegation as a final finding.
4. Support and appeal access remain available throughout a restriction. The applicable support channels and response periods are TBD and must be operational before this policy is used.

8. Documented actual-loss claims

Only an entitled claimant may seek recovery of a reasonable, documented direct loss, and only where legally permitted. A claim must identify who suffered the loss, the evidence of responsibility, the actual expense and an itemized calculation after all credits, refunds, retained money and other recovery. The customer must receive notice and an opportunity to dispute both responsibility and amount through human review.

There are no automatic fines, punitive multipliers, speculative lost-profit claims or duplicate recoveries under this proposed policy. Reimbursing a captain does not automatically create a customer debt. A disputed amount must not be debited from a card without valid authorization or another lawful basis. These terms do not themselves authorize a future card debit or substitute for any legally required process.

9. Prepaid orders and crediting recoveries

Advance payment is not automatically forfeited when a delivery fails or a dispute arises. U-Turn must assess responsibility, any lawful basis for retaining a specific amount and any refund due, and explain the calculation. Money that may lawfully be retained or later recovered must be credited against the same actual loss.

The restaurant must not be charged for a food loss while customer money is retained for that same food loss without adjustment. If a customer later pays an established loss, the recovery must credit whoever ultimately bore it. Refund timing, payment-provider processing and any unconfirmed procedure remain TBD; mandatory refund rights continue to apply.

10. Complaints, review and lawful remedies

Contact U-Turn for a person to review an order problem, restriction, loss claim or refund decision. Support email, phone and WhatsApp number are TBD; response periods are TBD. Include the order reference and your explanation where available. The reviewer should consider relevant evidence, explain the decision and correct errors; these pages do not promise that a live complaint channel already exists.

Internal review does not remove access to competent consumer-protection bodies, other competent authorities or courts. Applicable law, formal notice arrangements and any jurisdiction details require Palestinian legal review and remain TBD. No provision is intended to exclude mandatory rights, shift all liability to customers or require acceptance of an unlawful outcome.