These Terms and Conditions govern the use of the website, apps and customer-facing digital services of ON OFF Limited Company (“ON OFF”, “the Company” or “we”), including advance ordering, payment, branch pickup and delivery where available. Please read them before creating an account or placing an order. Nothing in these Terms limits consumer rights under the applicable laws of the Kingdom of Saudi Arabia.
1. Service provider details
Legal name: ON OFF Limited Company, a limited liability company registered in the Kingdom of Saudi Arabia.
Unified National Number: 7009082376.
Commercial Registration No.: 1010666939.
VAT Registration No.: 310784472800003.
National address: Kingdom of Saudi Arabia, Riyadh, Al Manar District, Al Shafii Street, Building 7565, Additional Number 2140, Postal Code 14221, Short Address RQMA7565.
Website: https://onoffcoffee.com | Customer service and inquiries: [email protected] | Customer service phone/WhatsApp: 0507777661.
2. Scope of services and acceptance
These Terms apply to Company digital services that refer to them, including displaying products and prices, placing orders, paying online, and choosing a branch and available pickup or delivery options.
Users agree to these Terms when they indicate acceptance or complete an order that requires acknowledgment. The Terms are made available for review before entering into the contract.
Specific terms for an offer, product or service that are clearly disclosed before purchase apply within their scope, subject to statutory consumer rights.
3. Account creation and security
Users must provide accurate, current information when creating an account or placing an order. They must keep login details and verification codes confidential and must not share them.
Accounts must be used lawfully by a person with legal capacity to contract or, where applicable, by their guardian or legal representative.
The Company may take proportionate protective measures, including additional verification or account restrictions where there are signs of fraud or misuse. Users may contact the Company and request a review of the measure.
4. Products, availability and allergens
Available products, ingredients, options, sizes and prices are presented according to information published through official channels. Availability of products and extras may vary by branch, time and stock.
Images and descriptions are provided to identify products, and the Company takes care to avoid misleading information. If there is a material difference before fulfillment, the Company will contact the customer or offer an appropriate choice.
Customers with food allergies or special dietary needs should review the available information and contact the Company before ordering. Allergen cross-contact may occur in shared preparation areas. Allergen information must be disclosed where required by law.
5. Placing and accepting orders
Customers select products, a branch and a pickup or delivery method, then review the order summary, quantity, options and final amount before confirming.
The system sends an acknowledgment or payment status notification where available. Submitting an order does not guarantee that every item is available. The order is accepted for fulfillment when the Company’s systems or the branch confirm it, as indicated by the status shown to the customer.
If some or all of an order cannot be fulfilled because of stock shortages, a major disruption or branch closure, the Company will notify the customer of available options, including changing the order with their agreement or canceling and refunding the amount paid for the unfulfilled portion.
6. Prices, taxes and fees
All prices are displayed and payments are made in Saudi riyals (SAR).
Prices advertised to final consumers include applicable VAT under Saudi law. The total payable is displayed before the order is confirmed.
Applicable delivery charges and legally permitted additional amounts are clearly displayed before payment. Undisclosed charges are not imposed after the order is completed.
Offers and prices may vary by branch, channel or purchase time if clearly shown to the customer before confirmation. An invoice or tax document is issued in accordance with applicable requirements.
7. Payment methods and invoices
The available payment methods are displayed at checkout. Licensed payment providers contracted by the Company process transactions in accordance with their security controls.
The Company does not retain or store debit or credit card details. Card details are entered and processed directly by the licensed payment provider under the Payment Card Industry Data Security Standard (PCI DSS).
If payment fails, an attempted charge alone does not mean the order was completed. Check the order status or contact customer service if a charge appears without confirmation.
Customers are entitled to proof of purchase or an invoice in accordance with applicable law and available methods. Amounts collected in error are corrected after the transaction records are verified.
8. Changing or canceling an order
Customers may request changes or cancellation through available app features or customer service. Whether an order can be changed or canceled depends on its preparation status and nature. The applicable terms and options must be clear before checkout is completed.
Customers may cancel for a full refund as long as the order status displayed to them has not changed to “In Preparation”. Once preparation has begun for perishable or custom-made items, voluntary cancellation may be limited under applicable statutory exceptions.
Restrictions on voluntary cancellation do not affect customer rights if fulfillment is impossible, a delay gives rise to a statutory right, or an error, nonconformity or defect requires a remedy.
9. Branch pickup and drive-through
Customers must choose the correct branch and check the order details and pickup number or verification code where available. Preparation or pickup times are estimates and may be affected by order volume or operating conditions.
Where drive-through pickup is available, users must follow site and safety instructions and observe traffic priority.
Late pickup may affect the quality or temperature of fresh products. Cancellation, refunds and errors are handled in accordance with applicable law and the actual order status.
10. Delivery and third-party platforms
Delivery availability, service areas, fees and estimated times are displayed where applicable. Customers must provide an accurate address and a reachable contact number.
For orders placed through third-party platforms such as HungerStation, Jahez or Keeta, the platform’s terms may apply to payments, delivery and support through that platform. Each party remains subject to its statutory responsibilities.
Customers will be notified of any inability to fulfill an order or material delay through available means. Cases are handled according to the reason for the delay and the customer’s statutory rights.
11. Returns, refunds and nonconforming orders
The nature of fresh and perishable food and drinks and statutory exceptions for food services and made-to-order products are taken into account. Consumer rights continue to apply if there is a defect, error or failure to fulfill the order.
If a customer receives the wrong item, an incomplete order, an unfit product or an item that does not meet the advertised specifications, they should contact the Company as soon as they discover the problem and provide the order number, a description and any available evidence. The Company investigates and offers an appropriate remedy, such as replacement, supplying missing items or refunding the amount due.
Refunds are made through the original payment method where possible or by another lawful method agreed by both parties. Refunds are returned to the customer within a maximum of 14 business days from approval of the refund request. The time the refund appears in the account within that period may vary depending on the card issuer and payment provider.
The customer retains all rights arising from delay, non-delivery, nonconformity or any other right provided by applicable law.
12. Offers, vouchers and discounts
Offers and vouchers are subject to the terms clearly displayed with them, including validity, eligible items, participating branches and channels, usage limits and whether offers may be combined, where applicable.
Vouchers must not be used fraudulently or resold in breach of offer terms. If a technical error materially affects an offer or discount, the Company will handle the matter fairly and explain the outcome before making any change to the customer’s order.
The terms of an existing offer will not be changed retroactively in a way that diminishes an accrued customer right except as permitted by law.
13. Loyalty points and rewards, where available
If the Company offers a loyalty program, points, balances or rewards, it clearly displays earning, redemption and expiry rules, eligible products and exclusions on the program page before enrollment or use.
Points have no presumed cash value for withdrawal or transfer unless the Company expressly states otherwise. Undisclosed expiry periods or deductions are not imposed.
Material changes to program rules are announced in accordance with applicable legal requirements, taking into account points and rights earned before the change takes effect.
14. User responsibilities and acceptable use
Users must not use the website or app to attempt fraud, abuse promotions, impersonate others, access systems without authorization or publish unlawful content.
Users must treat Company staff and service providers respectfully and refrain from malicious reports or misuse of support channels. This does not prevent good-faith complaints or reports.
15. Service quality and technical disruptions
The Company seeks to maintain service availability and accurate information. Maintenance, technical faults or interruptions of external services may affect some features.
If a technical issue causes a charge for an order that was not fulfilled or a duplicate payment, the transaction is reviewed and corrected. Any amount due is refunded in accordance with the records, applicable law and the time limit in Section 11.
These Terms do not exclude liability that cannot lawfully be excluded or affect a consumer’s right to compensation or a remedy where entitled.
16. Privacy and data protection
The Company processes users’ personal data according to its Privacy Policy published on the website and app. Please review the Privacy Policy to learn about the types of data, processing purposes and applicable rights.
Data handling and marketing messages are subject to the Personal Data Protection Law and related regulations, including applicable consent requirements.
17. Intellectual property
All rights in the ON OFF brand and original content, designs, images, software and published material owned by or licensed to the Company are reserved to their respective owners.
Content may not be copied or republished, and marks may not be used commercially, beyond uses permitted by law without appropriate permission.
18. Complaints and contact
Send inquiries, order complaints or refund requests through the customer service channels displayed in the app, by email at [email protected], or by phone/WhatsApp at 0507777661. Include the order number, contact details and a description of the issue.
The Company reviews complaints and follows up with a response and resolution according to the circumstances and legal requirements. Customers retain the right to contact the competent authorities when needed.
19. Changes and effective date
These Terms may be updated when services or legal requirements change. The revised version will be published with the update date, and notice or additional consent will be sought where required by law.
Later changes do not affect rights or obligations arising from orders entered into before the changes took effect except as permitted by law.
Draft prepared on 3 November 2026. The approved version takes effect when published and made available to users through the appropriate procedures.
20. Governing law and language
These Terms are governed by the laws of the Kingdom of Saudi Arabia. Disputes are referred to the competent authorities in accordance with applicable jurisdiction and procedures.
If a provision conflicts with a mandatory legal rule, that rule applies without necessarily invalidating the remaining provisions.
These Terms were written in Arabic. If a translation is published and the versions differ, the Arabic text prevails.
Official contact details
ON OFF Limited Company | Kingdom of Saudi Arabia, Riyadh, Al Manar District, Al Shafii Street, Building 7565, Additional Number 2140, Postal Code 14221, Short Address RQMA7565.
Commercial Registration No.: 1010666939 | VAT Registration No.: 310784472800003.
Website: https://onoffcoffee.com | Email: [email protected] | Phone/WhatsApp: 0507777661.