Last Updated: 2nd January 2026

1. Introduction and Formation of the Agreement

This Vendor Agreement sets out the terms and conditions on which SNIBBL FZ LLE, a company duly established in the United Arab Emirates and operating the Snibbl marketplace platform and associated merchant tools (together, the “Platform”), permits a restaurant, café, grocery, supermarket or other food or retail business (the “Vendor”) to access the Platform and list, sell and fulfil products and services to end users of the Platform (each a “Customer”). By submitting onboarding information, creating or accessing a merchant account, uploading or publishing listings (including Mystery Bags, Saver Boxes and Dine In Vouchers), accepting Orders, validating QR codes, or receiving settlements from Snibbl, the Vendor acknowledges that it has read and understood these Vendor Terms and agrees to be legally bound by them in full (the “Agreement”). If the Vendor does not agree with any provision of this Agreement, it must not access or use the Platform.

2. Relationship of the Parties and Role of the Platform

Snibbl provides a technology platform that enables the Vendor to publish offers, receive Orders and process Customer payments through a limited payment collection agency arrangement. Snibbl is not the producer, preparer, seller or deliverer of the Vendor’s products or services and does not employ the Vendor’s staff. The Vendor remains the seller of record and is solely responsible for compliance with all applicable laws and standards relating to its products, premises, operations and personnel. Nothing in this Agreement creates a partnership, joint venture, franchise or employment relationship between the Vendor and Snibbl beyond the limited role of Snibbl as a technology facilitator and collection agent for Customer payments.

3. Definitions and Interpretation

For the purposes of this Agreement, the following expressions have the meanings set out below.

• “Products” means food and non-food goods and services the Vendor lists on the Platform, including, without limitation, Mystery Bags, Saver Boxes and Dine In Vouchers.
• “Order” means a Customer’s paid transaction placed via the Platform for Products offered by the Vendor.
• “Merchant Portal” means the web or in-app interface provided by Snibbl to manage listings, availability, pricing, Orders, redemptions and settlements.
• “Restricted Goods” means any goods that are prohibited or restricted by applicable law or Snibbl policy from being offered on the Platform.
• “QR Code” means the unique code issued to a Customer upon successful payment which serves as the sole proof of purchase and which must be validated by the Vendor at the point of handover or redemption.
• ‘Delivery’/’Deliveries’ means the transportation of food and/or beverage orders from the Restaurant’s premises to the Consumer’s designated address or location carried out by the Restaurant. In all cases, Delivery is undertaken independently of Snibbl, and all responsibility and liability in respect thereof shall rest solely with the Restaurant.

Headings are for convenience only and do not affect interpretation. Words in the singular include the plural and vice versa; references to “including” are without limitation.

4. Onboarding, Eligibility and Information Accuracy

The Vendor warrants that it is duly incorporated or legally established and that the individual accepting this Agreement is duly authorised to bind the Vendor. The Vendor undertakes to provide complete and accurate onboarding information, including trade licence, food and beverage permits, VAT registration (if applicable), outlet addresses and opening hours, authorised contacts, settlement bank details and any insurance certificates required by law or by Snibbl. The Vendor must promptly update the Merchant Portal whenever any such information changes and must keep documents current and valid at all times. Snibbl may conduct know your customer, sanctions, anti-money-laundering and other compliance checks and may suspend or refuse onboarding where reasonable concerns arise.

5. Legal Compliance, Safety and Quality Obligations

The Vendor is solely responsible for ensuring that its premises, operations, staff and Products comply with all applicable laws, regulations and municipal rules in the United Arab Emirates, including but not limited to those relating to food safety, hygiene, temperature control, storage, preparation, packaging, transport and shelf life. The Vendor must not offer expired, unsafe or recalled items and must ensure that Products remain fit for consumption or use throughout the promised pickup window or delivery journey. Where labels or information are provided to Customers, they must be accurate and not misleading, including in relation to allergens and any claims such as halal, vegan, organic, gluten free or nut free. The Vendor must train its staff in safe food handling, allergen awareness, QR validation and complaint handling and must maintain reasonable records of such training and of daily safety checks. The Vendor agrees to notify Snibbl within 24 hours of any regulatory inspection failure, closure order or product recall affecting an outlet listed on the Platform.

6. Listings, Descriptions and Value Representation

The Vendor will ensure that every listing on the Platform is truthful, clear and complete, and that the description and imagery fairly represent the nature, quality, quantity and value of the Products that will be supplied. In the case of Mystery Bags and Saver Boxes, the Vendor acknowledges that the format is designed to sell quality surplus inventory rather than waste and undertakes that contents will represent reasonable value for the stated price and discount, will be safe and in compliance with shelf life requirements, and will not include expired or spoiled items. For Dine In Vouchers, the Vendor will state with clarity any days and times of validity, blackout dates, seat limitations, inclusions and exclusions so that a Customer can make an informed purchase decision. The Vendor undertakes to keep availability, time windows, quantities and pricing up to date in the Merchant Portal and to remove or pause listings in a timely manner when offerings are unavailable.

7. Formation and Fulfilment of Orders

An Order is formed when a Customer completes payment within the Platform. Upon formation of an Order, the Vendor must prepare the Products in accordance with the published listing and within the time frames presented to the Customer. The Vendor acknowledges that, as a condition of settlement, a valid QR Code must be presented by the Customer and must be validated by the Vendor before any handover or service commences. The Vendor will not release Products or commence service where the QR Code is absent or invalid. Where a listed component is unexpectedly unavailable, the Vendor may substitute an item of equal or greater value or, where practicable, contact the Customer through the Platform’s communication tools to obtain consent to a reasonable alternative. The Vendor will maintain a grace period of at least thirty minutes after the stated collection time for pickup Orders unless the listing expressly provides for a longer period; following the grace period, the Vendor may deem the Order abandoned and no refund will be due to the Customer.

8. Delivery (by Vendor or Delivery Provider)

Snibbl does not provide delivery services. Where a Customer selects delivery in the Platform, delivery will be fulfilled by the Vendor and/or his appointed delivery provider. Estimated delivery times displayed to Customers are indicative only; however, the Vendor shall use reasonable efforts to meet such estimates and shall communicate promptly through the Platform if an exceptional delay arises. Delivery is performed independently of Snibbl, and Snibbl bears no responsibility or liability whatsoever for any act, omission, delay, failure, loss, damage, or service quality relating to delivery.

If delivery cannot be completed because the Customer is unreachable, the address is inaccurate or inaccessible, or there is no safe means to leave the Order, the Vendor may treat the Order as failed and no refund will be required, provided reasonable contact attempts were made and recorded. Where contactless delivery is used, risk transfers to the Customer upon drop-off at the agreed location and time. The Vendor shall remain solely responsible for coordinating, monitoring, and resolving any delivery-related issues with the Customer. The Vendor further acknowledges that where delivery is carried out by a third-party provider, the terms and policies of such delivery provider shall govern the relationship between the Customer, the Vendor, and the said provider.

9. Customer Service and Dispute Resolution

The Vendor remains the first point of contact for operational issues relating to its Products, including missing or incorrect items, delays arising from preparation, or disputes related to delivery performed by the Vendor. The Vendor will respond to Customer complaints courteously and in good faith and will aim to provide an initial acknowledgement within one business day and a substantive resolution within three business days. Snibbl may assist in facilitating communication between the Customer and the Vendor but is not the producer or seller of the Products. To protect user trust and the integrity of the Platform, Snibbl may, where evidence indicates vendor fault or where patterns of complaints arise, issue goodwill credits or refunds to Customers and net the corresponding amounts from the Vendor’s settlements in accordance with this Agreement. Parties agree that Snibbl’s decision to this extent shall be final and not open to challenge.

10. Pricing, Taxes and Invoicing

All prices displayed on the Platform must be stated in United Arab Emirates dirhams (AED). The Vendor is solely responsible for compliance with applicable tax laws, including VAT registration where required, the correct calculation and disclosure of taxes, and the issuance of tax invoices to Customers when legally required. Prices and promotions that the Vendor displays on the Platform may differ from those on the Vendor’s other channels, but any comparisons or savings claims must not be deceptive or misleading. Where the Merchant Portal supports automated invoice delivery, the Vendor may upload an approved invoice template so that invoices are made available to Customers following redemption or pickup.

11. Appointment as Limited Collection Agent and Settlement of Funds

The Vendor hereby appoints Snibbl as its limited payment collection agent solely for the purpose of accepting and processing Customer payments for Orders placed through the Platform. The parties agree that receipt of funds by Snibbl shall be deemed receipt by the Vendor, and that the Customer’s payment obligation is satisfied upon such receipt. Snibbl will settle net proceeds to the Vendor’s nominated bank account in accordance with the settlement schedule displayed in the Merchant Portal, typically on a 14 days cadence, net of Snibbl’s service fees and commissions, applicable payment gateway charges, promotional or featuring fees to which the Vendor has expressly agreed, refunds and chargebacks attributable to the Vendor, and any applicable taxes on Snibbl’s fees. Snibbl will make available a statement of Orders, fees, adjustments and payouts, and the Vendor shall review each statement promptly and raise any disputes within seven days of the statement date.

12. Chargebacks, Fraud Prevention and Evidence

Where a card issuer reverses a transaction through a chargeback or where Snibbl reasonably suspects fraud, Snibbl may provisionally debit or withhold the corresponding amount from the Vendor’s next settlement while the matter is reviewed. The Vendor undertakes to provide, within five business days of Snibbl’s request, reasonable evidence that the Products were duly provided to the rightful Customer, which may include QR Code validation records, time stamped photos or device screenshots captured at handover, delivery notes identifying the recipient, preparation and collection timestamps, and any relevant communications with the Customer through the Platform. If the evidence is insufficient to defend the chargeback, Snibbl may permanently net the amount and any processing fees from settlements or may invoice the Vendor if settlements are insufficient. The Vendor shall keep reasonable operational records so that evidence can be produced when required.

13. Cancellations, Refunds and Credits

If an Order cannot be fulfilled for reasons attributable to the Vendor, such as non-preparation, refusal to honor a valid Dine In Voucher in accordance with the listing, provision of unsafe or materially incorrect items, or material delays caused by the Vendor, then the Vendor authorises Snibbl to issue a refund or credit to the Customer on its behalf and to net the corresponding amount from the Vendor’s next settlement. If an Order fails for reasons attributable to the Customer, such as failure to attend for pickup within the grace period, provision of an incorrect or inaccessible delivery address, or attempts to redeem an expired voucher, no refund will be due. Snibbl’s User Terms & Conditions and in particular the refund policy will be applied consistently with this Agreement so that Customers receive a fair and predictable experience.

14. Reviews, Ratings and User Generated Content

Only Customers who have completed an Order through the Platform may submit a review of the Vendor. The Vendor undertakes not to manipulate reviews by posting or procuring fake or incentivised feedback and acknowledges that Snibbl may moderate or remove content that is abusive, unlawful, misleading or otherwise contrary to policy. Reviews reflect the opinions of Customers and not those of Snibbl. The Vendor agrees to engage with feedback constructively and to address recurring service issues so as to improve the Customer experience over time.

15. Acceptable Use of the Platform and Integrity of Operations

The Vendor must use the Platform only for lawful purposes and in accordance with this Agreement and/or such other Agreement or terms which the parties may mutually agree/execute over time. The Vendor shall not attempt to interfere with or compromise the security or integrity of the Platform, including by introducing malware, scraping data, reverse engineering code, bypassing access controls or using the Platform to divert Customers off platform using data obtained through Snibbl in order to avoid applicable fees. The Vendor may use Customer personal data received through the Platform only to the extent strictly necessary to fulfil the specific Order and to provide lawful post-sale customer care; the Vendor must not add Customers to its own marketing databases unless it has obtained the consents required by law.

16. Data Protection and Information Security

Each party acts as an independent controller in respect of the personal data it processes for its own purposes under applicable data protection laws. Snibbl also acts as collection agent for payment processing as described in this Agreement. The Vendor agrees to implement appropriate technical and organisational measures to protect Customer data it receives through the Platform, including access controls, device passcodes, least privilege user permissions and secure storage and deletion practices. If the Vendor becomes aware of a personal data breach affecting data sourced from the Platform, it will notify Snibbl without undue delay and in any event within forty-eight hours, describing the nature and scope of the breach and the remedial actions taken. The Vendor will reasonably assist Snibbl in responding to data subject requests relating to personal data held by the Vendor and will delete Platform-sourced personal data when it is no longer required for lawful purposes.

Delivery Data Sharing. Where delivery is selected, the Vendor acknowledges and agrees that Snibbl may share the minimum necessary Customer/order details with the Vendor solely for the purpose of fulfilling delivery.

17. Intellectual Property and Licences

All intellectual property rights in the Platform, including software, designs, user interface, databases, trademarks and logos, are and will remain the exclusive property of Snibbl and its licensors. No rights are granted to the Vendor other than those necessary to use the Merchant Portal in accordance with this Agreement and/or such other Agreement or terms which the parties may mutually agree/execute over time. By uploading listings, product names, menus, photographs, logos and other content, the Vendor grants to Snibbl a non-exclusive, worldwide, royalty-free licence to host, reproduce, display, adapt and use such content for the operation, promotion and improvement of the Platform and for marketing the Vendor’s offerings within the Platform environment. The Vendor warrants that it owns or has lawfully licensed all content it submits and that such content does not infringe the intellectual property or other rights of any third party.

18. Marketing, Promotions and Co-Branding

From time to time Snibbl may offer marketing campaigns or featuring opportunities designed to increase the visibility of selected listings. The Vendor may choose to participate in such campaigns and, where it does so, it agrees to the specific parameters, funding arrangements and duration disclosed in the Merchant Portal for the relevant campaign. The Vendor will not use Snibbl’s names, logos or trademarks in external press releases or paid advertising outside the Platform without Snibbl’s prior written consent. Where co-marketing is approved, the Vendor agrees to follow brand guidelines supplied by Snibbl and to provide post-campaign performance information within a reasonable period so that effectiveness can be assessed.

19. Equipment, Integrations and Service Availability

The Vendor is responsible for procuring and maintaining the devices, connectivity and software necessary to access the Merchant Portal and to receive real-time Order notifications. The Vendor will keep Snibbl applications up to date and will not install them on rooted or jailbroken devices. Where the Vendor uses point-of-sale or application programming interface integrations, the Vendor remains responsible for correct item mapping, tax settings and for having a workable fallback process to accept Orders if integrations are temporarily unavailable. Snibbl may from time to time schedule maintenance or deploy updates that may affect availability; critical outages will be notified through appropriate status channels.

20. Service Levels, Audits and Suspension Rights

The Vendor undertakes to maintain reasonable service levels, including timely preparation of Orders, reliable fulfilment and a low rate of valid complaints. Snibbl may review operational performance and may request reasonable evidence of compliance, such as food safety logs, training records, QR validation records, delivery handover notes and copies of communications with Customers relating to disputes. Where significant or repeated failures occur, Snibbl may impose proportionate measures to protect Customers and the Platform, which may include temporary removal of featuring, temporary suspension of listings or, in serious cases, termination of this Agreement. Snibbl will act reasonably and will communicate the reasons for any such measures.

21. Representations, Warranties and Covenants

The Vendor represents and warrants that it is duly authorised to enter into this Agreement; that its Products are safe, lawful and as described; that it will comply with all applicable laws, regulations and codes of practice, including those relating to consumer protection, advertising, taxation and sanctions; that its content does not infringe third party rights; and that none of its owners or controllers are subject to sanctions that would prevent lawful trading through the Platform. The Vendor covenants that it will maintain the licences and permits necessary for its business and will promptly inform Snibbl of any material change affecting its eligibility to participate on the Platform.

22. Insurance and Risk Allocation

The Vendor will, at its own expense, maintain insurance coverage that is customary for its industry and adequate for the nature of its operations, including public liability and product liability insurance and, where applicable, employer’s liability insurance. On reasonable request, the Vendor will provide Snibbl with current certificates of insurance. The existence of insurance does not limit the Vendor’s responsibilities under this Agreement.

23. Anti-Bribery, Sanctions and Ethical Conduct

The Vendor will conduct its business with integrity and in compliance with all applicable anti-bribery, anti-corruption, anti-money-laundering and trade sanctions laws. The Vendor will not offer, promise, give or accept bribes or facilitation payments in connection with activities under this Agreement and will not attempt to secure preferential placement or outcomes on the Platform through improper means. Snibbl will not trade with, or provide services to, sanctioned countries or parties; the Vendor confirms that it is not owned or controlled by any sanctioned person.

24. Confidentiality

Each party may receive non-public information about the other party’s business, technology, finances, pricing, operations or Customers in the course of performing this Agreement. Each party agrees to keep such information confidential, to use it only for the purposes of this Agreement and to protect it using reasonable measures commensurate with its sensitivity. Confidential information may be disclosed to professional advisers under duty of confidentiality, to regulators or where required by law or court order, provided that the receiving party gives prompt notice to the extent legally permissible.

25. Limitation of Liability

To the fullest extent permitted by law, the Platform and associated services are provided on an “as is” and “as available” basis. Snibbl does not warrant that the Platform will always be secure or error-free, nor do we guarantee that the Platform, servers, or connected systems will be free of viruses or malware. While we do not guarantee the absence of defects, we will use commercially reasonable efforts to correct any defects within a reasonable timeframe. Snibbl does not warrant that the Platform will be uninterrupted, timely, secure or error-free, nor that defects will be corrected. Snibbl will not be liable for indirect, incidental, special, punitive or consequential losses, loss of profits, loss of data or business interruption arising out of or in connection with this Agreement or the use of the Platform. Where delivery is performed by the Vendor, Snibbl has no responsibility or liability whatsoever for delivery, including any delay, error, loss, damage or incident arising out of or in connection with delivery. Subject to claims that cannot lawfully be limited, Snibbl’s aggregate liability to the Vendor in any twelve-month period will not exceed the total service fees actually retained by Snibbl from the Vendor’s Orders during that period. Nothing in this clause excludes or limits liability to the extent such exclusion or limitation is unlawful.

26. Force Majeure

Neither party will be liable for delay or failure to perform its obligations (other than payment obligations) where such delay or failure is caused by events beyond its reasonable control, including natural disasters, extreme weather, war, terrorism, civil unrest, governmental actions, public health restrictions, power or telecommunications failures, or labour disputes. The affected party will notify the other where reasonably practicable and will use reasonable efforts to mitigate the impact. Obligations will resume as soon as the event ceases or its effects are overcome.

27. Term, Suspension and Termination

This Agreement shall commence upon approval of the Vendor’s onboarding and shall continue in full force and effect until terminated in accordance with this clause or any other termination provisions forming part of an agreement executed by the Parties pursuant hereto. Either party may terminate this Agreement for convenience by giving not less than seven days’ written notice. Snibbl may suspend access to the Platform or terminate this Agreement with immediate effect where there is a material breach by the Vendor, a significant food safety risk, suspected fraud, repeated service failures, infringement of intellectual property or data protection obligations, regulatory non-compliance or conduct that materially harms Snibbl’s reputation or the Customer experience. Upon termination, the Vendor’s listings will be removed, a final reconciliation will be performed and any licences granted will cease, save that clauses which by their nature should survive (including those relating to payments, confidentiality, intellectual property, data protection, indemnities and limitations of liability) will continue in effect.

28. Governing Law and Jurisdiction

This Agreement and any non-contractual obligations arising out of or in connection with it are governed by and construed in accordance with the laws of the United Arab Emirates. The courts of Dubai, UAE, will have exclusive jurisdiction to hear any dispute arising out of or in connection with this Agreement, subject to any mandatory provisions of applicable law that require a different forum.

29. Notices and Communications

Snibbl may provide notices to the Vendor through the Merchant Portal, by email to the registered administrative contact or by post to the registered address provided in onboarding. The Vendor is responsible for keeping its contact details current. Notices to Snibbl should be sent via the merchant support channel identified in the Merchant Portal or to such postal or email address as Snibbl may designate from time to time. Notices will be deemed received when delivered in the Portal, on the date of transmission for email if sent during business hours or on the next business day if sent outside business hours, and three business days after posting for physical mail within the UAE.

30. Miscellaneous Provisions

This Agreement constitutes the entire agreement between the parties in relation to its subject matter and supersedes all prior or contemporaneous understandings, whether written or oral. No amendment will be effective unless posted by Snibbl in the Merchant Portal or agreed in writing by the parties; continued use of the Platform following a posted update constitutes acceptance of the amended terms. The Vendor may not assign or transfer this Agreement or any of its rights or obligations without Snibbl’s prior written consent; Snibbl may assign this Agreement to an affiliate or successor in interest. If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by either party to exercise a right or remedy will operate as a waiver of that right or remedy, and no single or partial exercise will preclude any further exercise.

31. Prevailing Language

These Vendor Terms are made available in English. If a translation is provided for convenience and there is any conflict between the English version and a translated version, the English version will prevail and be authoritative for interpretation and enforcement.

32. Signature and Acceptance

By clicking to accept in the Merchant Portal, by publishing listings or by fulfilling Orders, the Vendor agrees to be bound by these Vendor Terms. Where a wet ink or electronic signature is preferred, the following execution block may be used.

Vendor Legal Name: ____________________________________________
Trade Licence Number: _________________________________________
Outlet(s) Covered: _____________________________________________
Authorised Signatory Name: _____________________________________
Title: _________________________________________________________
Signature: ____________________________________________________
Date: _________________________________________________________
Stamp/Seal (if applicable): _____________________________________

Schedules (Operational Details Incorporated by Reference)

Schedule 1 – Commercial Terms and Settlement Parameters

The parties acknowledge that Snibbl’s role as limited collection agent requires clear settlement mechanics. The Vendor agrees that Snibbl will deduct its agreed service fees and commissions, applicable payment gateway charges, any agreed featuring or campaign costs, refunds and credits attributable to vendor fault, and taxes on Snibbl’s fees, before paying out the net balance to the Vendor’s nominated bank account. Unless otherwise agreed in writing, settlements will occur on a weekly cadence. Statements detailing Orders, deductions and payouts will be made available in the Merchant Portal. The Vendor must review each statement carefully and raise any queries within seven days; thereafter, the statement will be treated as accepted. If a negative balance arises due to chargebacks, refunds or adjustments, Snibbl may net that balance from future settlements or issue an invoice payable within seven days.

Schedule 2 – Food Safety, Allergen Handling and Shelf Life Protocols

To safeguard Customers and maintain Platform integrity, the Vendor will operate a documented food safety programme proportionate to its operations. This programme should address procurement from approved suppliers, storage at appropriate temperatures, prevention of cross-contamination, cleaning and disinfection, pest management and staff hygiene. The Vendor will set pickup windows and delivery routes that respect safe holding times so that food remains safe until collection or handover. Allergen awareness is essential: the Vendor will maintain a simple matrix identifying common allergens for its core product families and will ensure that staff can answer allergen-related questions honestly and promptly. In Mystery or Saver formats, the Vendor will not include items that are expired or unsuitable and will take particular care to avoid cross-contamination with severe allergens. Records of daily temperature checks, cleaning schedules and staff briefings should be kept for a reasonable period so that they can be provided to Snibbl or a regulator on request.

Schedule 3 – Delivery Operations Conducted by the Vendor

Where the Vendor offers delivery, the Vendor will keep insulated delivery bags clean and in good repair, plan routes to minimise time in transit and use reasonable endeavours to meet indicated delivery windows. If a delivery cannot be completed because the Customer is not present, cannot be contacted or has provided an incorrect or inaccessible address, the Vendor may cancel the Order without refund after making reasonable attempts to reach the Customer. Where contactless delivery is selected, the Vendor will leave the Order at the agreed safe location and will, where policy permits, capture a time-stamped photo as proof of handover. The Vendor remains responsible for its riders and for any delivery provider it elects to use, and acknowledges that Snibbl bears no delivery liability.

Schedule 4 – QR Code Validation and Fraud Prevention

Redemption of Orders on the Platform is controlled by QR Codes. The Vendor must validate the Customer’s QR Code before handing over Products or commencing Dine In service and must refuse redemption where a code is clearly invalid or already redeemed. If the scanning device is temporarily unavailable, the Vendor will capture a time-stamped image of the code and order number and will enter a note in the Merchant Portal explaining the contingency. The Vendor will brief staff regularly on the validation procedure and will retain simple logs sufficient to demonstrate that only genuine Orders are fulfilled. Where duplicate or suspicious attempts arise, the Vendor will accept only the first valid redemption and will notify Snibbl of the incident.

Schedule 5 – Customer Complaints and Refund Decision Framework

The Vendor will approach Customer complaints with courtesy and a problem-solving mindset. Where the Vendor is at fault, for example, by providing incorrect or missing items, by failing to prepare within a reasonable time, or by refusing to honour a valid voucher within its stated terms—the Vendor accepts that a refund or credit may be appropriate and authorises Snibbl to process such remedy on the Vendor’s behalf. Where the Customer is at fault, such as by failing to attend for pickup within the grace period or by attempting to redeem an expired voucher, no refund will be due. In quality disputes that are subjective, the Vendor will consider any photos or descriptions provided and will aim to reach a fair resolution; repeated patterns of similar complaints may indicate a need to review listings, preparation processes or packaging.

Schedule 6 – Evidence for Chargebacks and Payment Disputes

If a cardholder disputes a transaction, the Vendor acknowledges that card schemes require timely and persuasive evidence to defend the charge. The Vendor will therefore retain, and on request provide within five business days, the QR validation record for the Order, any relevant CCTV stills (if available), notes of the person who received the Order in the case of delivery, preparation and handover timestamps and any communications exchanged with the Customer through the Platform. The Vendor understands that failure to provide adequate evidence within the required time frames may lead to permanent loss of the funds for the disputed transaction and agrees that Snibbl may net such amounts and associated fees from settlements.

Schedule 7 – Insurance and Minimum Cover

The Vendor will maintain at its own cost insurance policies appropriate to its business and commensurate with its risk profile, including public liability and product liability insurance that cover claims for injury or illness allegedly arising from consumption of the Vendor’s food. Where the Vendor employs staff, it will also maintain employer’s liability insurance as required by law. On reasonable request, the Vendor will provide certificates of insurance and will notify Snibbl promptly of any cancellation or material change in coverage.

Schedule 8 – Brand Usage and Co-Marketing Principles

The Vendor may use the Snibbl name and approved logos within the Platform environment and in accordance with brand guidelines supplied by Snibbl, but will not publish external advertisements, press releases or paid campaigns using Snibbl’s marks without prior written approval. Where co-marketing is approved, the Vendor will ensure that materials are accurate and do not imply that Snibbl is the producer or seller of the Vendor’s Products and will provide reasonable post-campaign reporting so that both parties can evaluate outcomes.

Schedule 9 – Data Protection Addendum (High Level)

In addition to clause 16, the parties acknowledge that each acts as an independent controller when determining its own purposes for processing personal data. The Vendor will limit processing of Customer personal data obtained through the Platform to what is necessary for Order fulfilment and lawful customer care, will implement basic security such as two-factor authentication for administrative accounts, will promptly deactivate access for staff who leave the business and will securely delete Platform-sourced personal data when it is no longer required. If the Vendor uses third-party processors such as Delivery Providers or integrators, it will ensure that those processors are bound by written terms requiring appropriate security and confidentiality and will remain responsible for their acts and omissions.

Tipping and Gratuities Clarification: The Platform does not provide a tipping function. Any gratuities that a Customer may choose to leave are arranged privately and directly between the Customer and the Vendor’s staff and fall outside the scope of the Platform. The Vendor must not suggest within the Platform that Snibbl collects or distributes tips.

Policy Updates: Snibbl may update this Agreement and the Schedules from time to time to reflect operational, legal or security requirements. Updated terms will take effect when posted in the Merchant Portal. The Vendor’s continued use of the Platform after such posting constitutes acceptance of the updated terms.