Terms & Conditions
Definitions
- Fuel-Up by Kcal refers to the meal prep and supplements service provider.
- Meal Prep refers to the primary product and service purchased by the client from Fuel-Up by Kcal, including all meals delivered throughout the subscribed period.
- Meal Prep Copy refers to the list of dishes provided to the client for the duration of their subscription, sent via email or available on the mobile APP.
- Transformation Consultant refers to the client's dedicated account manager who assists with concerns, requests, freezes, changes, and general inquiries.
- Pause Days refers to the number of days a client can put their plan on hold (e.g., holidays, travel, Ramadan) within the allowable limits.
- Chiller Bag refers to the insulated reusable bag used to deliver monthly meal prep orders.
- Styrofoam Box refers to the insulated box used for single and weekly orders, cooled with dry ice for food safety.
- Cut-Off is the set time to finalize any requests or changes on the meal plan.
- Macros / Macronutrients refers to the nutritional breakdown of meals including fat, carbohydrates, and protein measured in grams.
- Monthly Prep refers to a subscription duration of 4 weeks, 8 weeks, or 12 weeks, depending on the duration selected.
General Conditions
- All clients who have completed their sign-up online are deemed to have agreed to these terms and conditions from the moment of registration until the end of their plan and also upon renewal.
- Fuel-Up by Kcal reserves the right to refuse a client under the following circumstances:
- Clients with any medical conditions or health risks such as (but not limited to) pregnancy, Type 1 Diabetes, heart disease, ulcers, colitis, inflammatory bowel and/or Crohn's disease, or any other medical conditions. Fuel-Up by Kcal does not intend to provide any medical advice, diagnosis or treatment. Therefore, the company and its assignees do not take any responsibility and are not liable for any negative outcome of the meal plans for clients suffering from any medical conditions. Please seek your physician's advice about your medical condition or any health-related matter before signing up for any of the meal preps.
- Clients with severe gluten allergy or celiac disease. Fuel-Up by Kcal kitchens do not have a dedicated gluten-free section, however, our team is well-trained to ensure the separation of dishes containing gluten from gluten-free dishes to reduce the risk of allergies for gluten-intolerant customers and clients with celiac disease.
- Dislike or allergies to cooked onions.
- Dislike or allergies to gluten, dairy, eggs, and nuts.
- Specific diets. Fuel-Up by Kcal cannot accommodate specific diets that don't fall within Fuel-Up by Kcal's guidelines.
- Raw and cooked capsicum (capsicums and tomatoes [all plans]).
- Clients with spice allergies, e.g., cumin or black pepper (all plans).
- Mono Sodium Glutamate (MSG) allergies or dislike (all plans).
- Fuel-Up by Kcal considers any confirmation made online, over the phone and email valid and binding.
- Fuel-Up by Kcal reserves the right to send emails, WhatsApp & SMS communications to all clients unless they have been unsubscribed or made a request to unsubscribe.
- Fuel-Up by Kcal reserves the right to amend these terms and conditions at any time without prior notice.
Payments, Prices & Fees
- Fuel-Up by Kcal pricing is determined by the specific items selected by the client. Each item is individually priced based on its category, including:
- Protein type
- Vegetable selection
- Carbohydrate type
- Signature dishes (fixed portion size)
- Breakfast items
- Snack options
- Portion sizes
- The total meal prep price is calculated by combining the prices of all selected items.
- Any change to selected items, portion sizes, or dish types may result in a change to the total price of the plan.
- Clients must pay in full 3 business days before the desired start date (both new subscribers and renewals). Without this, meal prep delivery will not proceed.
- A refundable AED 200 deposit applies to monthly meal prep subscribers for the use of chiller bags and ice packs.
- Payments can be made online through the client dashboard on Fuel-Up by Kcal App.
- When you make a payment for products or services on Fuel-Up by Kcal App, the details you are asked to submit will be provided directly to our payment provider via a secured connection.
- The cardholder must retain a copy of the transaction for their records and familiarize themselves with merchant policies and regulations.
- We accept online payments using Visa and MasterCard debit/credit payments in AED.
- Balance of payments for an upgrade or change of the meal prep must be settled within 3 business days of the date of request. If this is not done, the meal prep will be shortened based on the remaining amount.
Discounts
- Any promotional discounts will be communicated separately and governed by their own terms.
- Corporate discounts can be added based on the terms agreed between Fuel-Up by Kcal and the other company.
- Each confirmed and paid referral made by a client will receive an additional two days.
- Free weeks/days are activated only after contracted paid plan days have been utilized.
- Free weeks/days cannot be exchanged for cash and have no monetary value.
- In the event of cancellation or refund of a plan, any unavailed Free weeks/days cannot be exchanged as a cash refund or credit.
Delivery
- Fuel-Up by Kcal delivers across major cities in the UAE, excluding Fujairah and certain out-of-town areas.
- Delivery must begin on the agreed start date, location and timing.
- Any changes to the client's delivery—whether location or timings—must be made 3 business days in advance. Any last minute changes are subject to confirmation from the Transformation Consultant and may not always be guaranteed.
- There may be a situation when you are unable to receive/return your chiller bag and leave it outside the door for collection. In case a bag is left unattended, Fuel-Up by Kcal cannot be held responsible for any missing items, bags or damages to the bag and the food inside (including spoilage).
- Fuel-Up by Kcal will not deal with or provide any services or products to any OFAC (Office of Foreign Assets Control Sanctions) countries in accordance with UAE laws and regulations.
- Multiple transactions may result in multiple postings to the cardholder's monthly statement.
Single & Weekly Orders
- All single and weekly orders are delivered in a Styrofoam box cooled with dry ice.
- There are no deliveries on Saturdays.
- There are no evening deliveries for single or weekly orders.
- Delivery is available only in the morning windows (4am–6am, 6am–8am, 8am–10am).
- Delivery fees apply per delivery, not per total order value.
- If the delivery value is AED 150 or more, the delivery is accepted (minimum requirement).
- If the delivery value is AED 250 or more, the delivery is free.
- If the delivery value is below AED 250, a AED 32 delivery fee applies per delivery.
- This rule applies separately to each plotted delivery in the order.
Weekly Delivery Schedule
- Food is not delivered daily for weekly plans:
- 5-day plan: Delivered twice
- 6-day plan: Delivered twice or three times (based on the day that order is placed and the starting date)
- 7-day plan: Delivered three times
Monthly Prep Orders
- Monthly prep clients may choose morning or evening delivery (evening option available only in Dubai & Abu Dhabi).
- Monthly prep is delivered daily in a chiller bag.
- Delivery windows:
- Morning: 4am–6am / 6am–8am / 8am–10am
- Evening (monthly only): 4pm–6pm / 6pm–8pm / 8pm–10pm
Chiller Bags & Refundable Deposit
- A chiller bag deposit of AED 200 is refundable at the end of the plan. If a bag is lost or damaged, a charge of AED 100 per bag will be deducted from the deposit.
- Chiller bags and ice packs must be returned to Fuel-Up by Kcal within 14 days (2 weeks) of the subscription ending. This can be done by requesting it through the Transformation Consultant. Failure to comply with this may result in an automatic forfeiture of the refundable deposit.
- We recommend you refrigerate your food immediately upon delivery. Fuel-Up by Kcal will not take responsibility for changes in food temperature when delivered.
Freezes, Substitutes, and Other Plan Changes
- All freeze requests and meal substitutes must be made 3 business days in advance, either through the mobile app or by contacting the Transformation Consultant.
- All freeze requests must have a resumption date within a maximum of 45 days. Fuel-Up by Kcal will not accept any indefinite freeze request.
- Meal prep delivery schedules can be frozen for a maximum of 45 days (unless otherwise specified in the terms and conditions for an availed promotion). Should the freeze exceed the allowable duration, the client will forfeit the remainder of the plan.
- Fuel-Up by Kcal is not responsible for any dislikes, allergies or nutritional value changes when items are changed using substitute menu by the client. Clients can refer to symbols, ingredients, calorie and macronutrient information provided on the substitute menu.
- Other change requests such as removing additional dishes, adding preferences, etc., will be applied to the client's meal plan after 3 business days.
- Fuel-Up by Kcal pricing is based on the specific items selected by the client. When a substitution is made, if the replacement item is priced higher than the original selection, the client must pay the difference. If the replacement item is priced lower, the difference will be automatically credited to the client's wallet.
- Pricing for substituted items is calculated based on the discount or promotional rate applied to the client's current plan.
- If a substitution falls during a promotional or referral bonus free day/week, and the replacement item is lower in value, no credit will be added to the wallet since the free week is considered a zero-value period. If the replacement item is higher in value, the price difference will be charged.
- All substitutions are subject to availability and must be submitted before the daily cut-off time.
- If a substitution results in an additional charge and the payment is not settled before the cut-off time, the substitution will not be processed, and the original item will remain on the plan.
Dislikes, Allergies, Preferences & Medical Conditions
- Fuel-Up by Kcal is not liable for adverse reactions to any food consumed in case the client fails to inform us of any dislikes or allergens before receiving the meals. We recommend disclosing all dislikes, allergies, preferences and medical conditions before starting the plan and give as much detail as possible of the same.
- Fuel-Up by Kcal kitchen does not have a dedicated gluten-free section. However, the whole team is well trained to ensure the separation of ingredients containing gluten from gluten-free dishes to minimize the risk of allergies and reactions for those with gluten intolerance and celiac disease.
- Please note that all meals are prepared in a facility that also handles nuts, dairy, eggs, soy, fish, and gluten.
Medical Conditions
- Clients understand that Fuel-Up by Kcal cannot replace professional medical diagnosis, treatment or care for any current condition.
- Should the client be under the care of a medical professional or take prescription medication, the client understands that they should discuss dietary changes with their physician and ensure they do not terminate any prescription medication without a doctor's consultation.
- When signed up to a meal prep, the client acknowledges that the attention they receive from the Transformation Consultant is separate from the attention received at an expert medical facility.
- Any medical issues that might negatively affect the client's health during the meal plan should immediately be reported to the Transformation Consultant. The meal plan will be stopped immediately and medical advice sought.
- As a precaution and to ensure the nutritional structure of the program fits the health conditions of its clients, Fuel-Up by Kcal reserves the right to deny services to those with health conditions that are not compatible with the meal prep structure.
- The Fuel-Up by Kcal team can discontinue the plan without client consent if we believe it to be harmful to the client's current special condition.
- The Fuel-Up by Kcal kitchen does NOT have dedicated gluten-free, nut-free, seafood-free and dairy-free sections. However, the whole team is well trained to ensure separation of allergen-containing ingredients from the meals to reduce risks.
- Fuel-Up by Kcal can't accommodate specific diets that is not within the brand's guidelines.
Pay Later with Tabby
- Tabby is a third-party payment solution that allows Fuel-Up by Kcal customers to pay weekly. Pausing your Fuel-Up by Kcal meal prep will not affect your Tabby payment schedule. Please ensure you contact Tabby directly with your payment instalment queries.
- Keep track of your instalments to avoid deductions. Sign into your Tabby dashboard or check your emails regularly to ensure you are aware of when repayments are due. This guarantees you have sufficient funds available on the payment method. Alternatively, update your instalment with a new valid payment method to avoid late fees.
- It is always better to settle your account earlier. The Tabby plan is straightforward—buy now, pay weekly. You may settle your account early at no additional cost. If early settlement is possible, we encourage it to reduce the risk of defaulting on payments.
- Cancellation with Tabby can only be processed under extenuating circumstances and upon approval from Fuel-Up by Kcal Management. A 20% cancellation fee on the remaining days of your Tabby installment plan will be applied upon making a cancellation request.
- Get in touch if you need help. Fuel-Up by Kcal and Tabby are committed to ensuring your customer journey is as seamless as possible. If you have any questions about how Tabby works, please direct your queries to [email protected] or call 800 82229.
- By choosing this payment method, you automatically become a Tabby client and consent to their terms and conditions.
- Tabby instalment plans are available only for monthly meal prep subscriptions and are not applicable to single or weekly orders.
Referral Program
- For every successful referral, the referrer receives two (2) free days, which will be added upon their next renewal, in addition to any existing discount.
- The invitee receives two (2) free days added to their first order. The invitee must be a new client without an existing Fuel-Up by Kcal account.
- Referrals are only valid when both the referrer and the invitee are subscribed to a monthly meal prep plan. Referral rewards do not apply to single orders or weekly subscriptions.
- Both the referrer and invitee will receive their rewards only after completing registration and full payment.
- Referral rewards can be redeemed once per referred client and are non-transferable.
Cancellation and Refund
- Fuel-Up by Kcal encourages all clients to fully commit to their plan as scheduled. If there is any event or reason that may impact results or overall satisfaction, clients are requested to bring it to the attention of their Transformation Consultant for an immediate and appropriate solution.
- Should there be a request to cancel your plan, the cancellation will take effect in 3 business days. The client may transfer the remaining days to Kcal Meal Plans.
- Cancellations and refunds are issued only under extenuating circumstances and are subject to prior approval from Fuel-Up by Kcal Management.
- Please allow up to 2 weeks for refunds to be processed and reflected in your account. All refunds are subject to a 20% cancellation fee, applied to the remaining number of unused days on the plan.
- Refunds will be processed only through the original mode of payment.
- Any wallet balances are non-refundable and can only be used toward the client's next order with Fuel-Up by Kcal.
Privacy Policy
- The client acknowledges that Fuel-Up by Kcal has the right to store personal information, which may be used to operate, provide products and services, and respond to queries the client may have during and after their meal prep subscription.
- Fuel-Up by Kcal shares delivery information with its third-party logistics provider. Our logistics service provider is obligated to protect client information and will not use it for any promotional or marketing purposes.
- All credit/debit card details and personally identifiable information will NOT be stored, sold, shared, rented, or leased to any third parties.
- The Website Policies and Terms & Conditions may be changed or updated occasionally to meet changing requirements and standards. Customers are encouraged to visit these sections regularly to stay updated on changes made to the website. Modifications will be effective from the day they are posted.
- Some advertisements displayed on the website 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—on this site and on other websites—through cookies, web beacons, and similar technologies to understand your interests and deliver tailored advertising. Please note that Fuel-Up by Kcal does not have access to or control over any information these third parties may collect. Their information practices are not covered by this Privacy Policy.
Disputes and Website Terms
- United Arab Emirates is our country of domicile.
- This website is owned and managed by Kcal Healthy Fast Food DMCC.
- Any dispute or claim arising out of or in connection with this website shall be governed by and construed in accordance with the laws of the UAE.
- Minors under the age of 18 are prohibited to register as users of this website and are not allowed to transact or use the website.
Contact Us
- The client can reach us on email at [email protected]
- Our address: Floor 15, Tower X2, Cluster X, Jumeirah Lakes Towers, Dubai, UAE, P.O. Box 391150.
- Business WhatsApp Number: +971 (52) 600 9531
- Landline: 800-383587
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