Terms & Conditions

Effective 29 August 2026 Last updated 29 August 2026 Version 1.0

About these terms

These Terms & Conditions (the “Terms”) are a binding agreement between you and Qamar Al Madina Supermarket LLC (“Qamar Al Madina”, “we”, “us”, “our”). They govern your membership of our loyalty programme, Tohfa (the “Programme”), and your use of our mobile application Tohfa (the “App”) and our website.

By registering for the Programme, using the App, or presenting your membership at the till, you accept these Terms. If you do not accept them, please do not register and do not use the App.

Our Privacy Policy forms part of these Terms and explains how we handle your personal data.

Nothing in these Terms limits any right you have as a consumer under the mandatory laws of the United Arab Emirates, including Federal Law No. 15 of 2020 on Consumer Protection.

Who we are

Definitions

• Member — a person whose registration for the Programme we have accepted.
• Account — the loyalty account held in a Member’s name and identified by their registered mobile number.
• Points — the units credited to an Account for eligible purchases.
• Voucher — a discount issued against Points and applied to a future purchase.
• Eligible Purchase — a purchase at a participating branch that is not listed in Purchases that do not earn Points.
• Participating Branch — a store of ours that takes part in the Programme, as listed in the App from time to time.

Eligibility and membership

• Membership is open to individuals aged 18 or over who hold a valid mobile number that can receive our one-time passwords.
• Membership is personal to you. It is not available to companies, partnerships, buying groups, resellers or wholesale customers, and it may not be used for purchases made for resale.
• Each person may hold one Account. If we find duplicate Accounts, we may merge them or close all but one, and we may cancel Points that were earned as a result of the duplication.
• Membership is free. We do not charge a joining or annual fee.
• Our employees, and their immediate family, may be excluded from specific promotions where the promotion says so.
• We may refuse an application, or end a membership, where we reasonably believe these Terms have been breached.

Your Account and its security

• You must give us accurate, current and complete information when you register, and keep it up to date — particularly your mobile number, since it identifies your Account.
• Your Account is secured by one-time passwords sent to your registered mobile number. Keep those passwords to yourself. We will never ask you for an OTP, by phone, message or in store.
• You are responsible for everything done through your Account. Tell us immediately at QamarAlMadeenasupermarket@gmail.com if you lose your device or suspect that someone else has used your Account.
• If you change your mobile number, update it in the App or ask our staff to update it, so that your Points follow you. We may verify your identity before making the change.
• An Account and the Points in it belong to the Member and cannot be sold, transferred, assigned, gifted, pooled with another Account, or passed on under a will, except where we agree in writing or the law requires it.

Legacy loyalty cards

Earning Points

To earn Points, identify your Account at the till before the bill is closed. Points cannot be added to a bill after it has been closed, except at our discretion and on production of the original receipt within a reasonable period.

Points are earned on eligible purchases at the rate published in the App and displayed in store. We may change the earning rate at any time; the rate in force at the time of your purchase is the rate that applies.

• Points are calculated on the amount actually paid, after all discounts and before or after tax as stated in the App, and are rounded down to the nearest whole Point.
• Points normally appear in your Account shortly after the purchase. Where a till or network is offline, they may take longer.
• Points have no cash value and are not property, currency, a deposit, a security or a financial instrument. They are a promotional benefit we grant and may vary.
• If Points are credited in error, or as a result of a system fault, a cancelled bill or a breach of these Terms, we may correct or remove them without notice.
• If you think Points are missing, contact us with the original receipt. Please raise it within 30 days of the purchase, so that we can trace the bill.

Purchases that do not earn Points

Unless a promotion says otherwise, the following do not earn Points:

• Tobacco and tobacco-related products
• Gift cards, vouchers and prepaid cards
• Mobile telephone top-ups and utility bill payments
• Government fees, charity donations and money-transfer services
• Delivery, service and bag charges
• Any amount settled using loyalty points or a loyalty voucher

We may add to or change this list. The list in force at the time of your purchase is the one that applies, and the current list is always available in the App and on this page.

Where your Points can be used

Points are held against the Participating Branch at which your Account is registered. You earn and redeem Points at that branch, and Vouchers issued from that balance are valid at that branch. If you want to move your Account to a different branch, ask our customer care team; the transfer takes effect once we confirm it, and your balance moves with it.

Points from every Participating Branch are pooled into a single balance, and Vouchers issued from that balance can be redeemed at any Participating Branch. Branches that join or leave the Programme are listed in the App.

Points and Vouchers cannot be used at a branch that does not take part in the Programme, at a franchised or concession outlet operating inside our stores, or with any third-party seller.

Vouchers and redemption

Once you hold enough Points, the App issues a Voucher that can be used against a future purchase. The number of Points required, and the value of the Voucher, are shown in the App before you redeem.

• Redemption is final. Points converted into a Voucher cannot be converted back.
• A Voucher must be presented at the till before the bill is closed. It cannot be applied afterwards.
• Vouchers are not exchangeable for cash, are not refundable, and no change is given on the unused part of a Voucher unless the App states otherwise.
• A Voucher is valid until the expiry date shown on it. An expired Voucher cannot be reinstated and the Points behind it are not returned.
• Unless stated otherwise, one Voucher may be used per bill, and Vouchers cannot be combined with each other or with certain other promotions.
• Vouchers cannot be used to buy the items listed in Purchases that do not earn Points where the law or our policy prevents a discount on those items.
• Vouchers are personal to the Member and may not be sold, advertised for sale or transferred. A Voucher offered for sale is void.

Points expiry and dormant Accounts

Points expire if your Account has no earning or redemption activity for the dormancy period published in the App. Vouchers expire on the date printed on the Voucher.

We will give you reasonable notice in the App, or by message to your registered mobile number, before Points are due to expire, so that you have the chance to use them. Expired Points cannot be reinstated.

Returns, refunds and cancelled bills

• Returns and exchanges follow our in-store returns policy and your rights under UAE consumer protection law.
• Where a purchase is refunded, cancelled or reversed, the Points earned on it are deducted from your Account. If your balance is not high enough, it may go to zero and the shortfall may be offset against future Points.
• Where you paid using a Voucher and then return the goods, the refund is given as store credit or as a replacement Voucher of the same value, not in cash, up to the value discounted by the Voucher.
• Points already redeemed cannot be restored because of a later return.

Prices, offers and flyers

• Prices, promotions and flyers shown in the App are for guidance and are subject to availability, to the validity dates shown, and to any stated purchase limits.
• Offers may differ between branches. The price and promotion applied at the till of the branch where you shop is the one that applies.
• We take care to keep product information accurate, but errors happen. Where an obvious pricing or description error occurs, we may correct it and are not obliged to sell at the incorrect price. Always check the product packaging for ingredients, allergens and safety information.
• We may limit quantities to normal household requirements and refuse purchases we reasonably believe are for resale.

Delivery orders

Fraud, misuse and suspension

You must not:

• register more than one Account, or register using someone else’s details or a number you do not control;
• collect Points on purchases you did not make — for example by scanning your Account on another customer’s bill;
• buy, sell, broker or transfer Points or Vouchers;
• use the Programme for resale, wholesale or commercial buying;
• tamper with, reverse engineer, decompile or attempt to gain unauthorised access to the App or our systems, or use bots, scripts or automated means against them;
• attempt to disrupt, overload or test the security of our systems without our written permission; or
• use the App or the Programme for any unlawful purpose.

If we reasonably suspect fraud, abuse or a serious breach of these Terms, we may suspend the Account while we investigate, cancel affected Points and Vouchers, refuse further participation, and where appropriate report the matter to the authorities. We will tell you that we have done so and, where we can, why. You may respond and ask us to review the decision.

Closing your Account

You may leave the Programme at any time by deleting your Account in the App or by asking our customer care team. On closure, unused Points and Vouchers are cancelled immediately and cannot be reinstated or exchanged for cash.

We may close an Account by giving you reasonable notice, or immediately where you have seriously breached these Terms. We will keep and delete your personal data as described in the Privacy Policy.

Changes to the Programme and to these Terms

We may change the Programme — including earning rates, redemption values, exclusions, expiry rules and participating branches — and we may change these Terms, to reflect changes in our business, our costs, our systems or the law.

We will publish the updated Terms on this page and update the “Last updated” date. Where a change is material and to your disadvantage, we will give you reasonable prior notice in the App or by message. Continuing to use the Programme after a change takes effect means you accept it; if you do not accept it, you may close your Account, and you should redeem any Points you hold before you do.

We may suspend or end the Programme entirely. If we do, we will give you reasonable notice and a reasonable period in which to redeem the Points you hold, after which unredeemed Points lapse.

The App: licence and availability

• We grant you a personal, limited, non-exclusive, non-transferable, revocable licence to install and use the App on a device you own or control, for your own non-commercial use.
• The App is provided through third-party app stores, whose own terms also apply to your download and use of it.
• You are responsible for your device, your internet connection and any data charges.
• We may release updates. Some updates are required for the App to keep working, and support for older versions and older operating systems may end.
• We aim to keep the App and the Programme available, but we do not guarantee uninterrupted access. We may suspend access for maintenance, security or operational reasons, and we will try to keep this to a minimum and give notice where we reasonably can. While the App or a till is offline, you can still shop; ask staff how to have your Points added.

Intellectual property

All trade marks, logos, designs, text, images, software and other content in the App, on our website and in our stores belong to us or to our licensors, and are protected by the intellectual property laws of the United Arab Emirates and internationally. You may use them only as needed to use the App and the Programme as intended. Nothing in these Terms transfers ownership of anything to you.

Communications and notices

We will contact you through the App, by SMS, by push notification, by email or in store, using the details on your Account. Service messages about your Account — one-time passwords, Points credited, Vouchers issued or expiring, and changes to these Terms — are part of the Programme, and you cannot opt out of them while your Account is open. Marketing messages are separate and can be turned off at any time, as described in the Privacy Policy.

Notices are treated as received when sent to the mobile number or email address on your Account. Keeping those details current is your responsibility.

Disclaimers

The Programme and the App are provided on an “as is” and “as available” basis. To the fullest extent permitted by law, and without affecting your statutory rights as a consumer, we do not warrant that the App will be uninterrupted, error-free, or free of viruses, that any defect will be corrected, or that the App will meet your particular requirements.

Product information in the App is provided for convenience. Where it differs from the information on the product itself, the product packaging prevails.

Limitation of liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded or limited under the laws of the United Arab Emirates.

Subject to that, and to the fullest extent permitted by law:

• we are not liable for indirect, incidental, special or consequential loss, or for loss of profit, revenue, business, opportunity, goodwill or data;
• we are not liable for loss caused by your failure to keep your OTP or device secure, by inaccurate details on your Account, or by your breach of these Terms;
• we are not liable for the acts, omissions, goods or services of third parties, including app stores, payment providers, telecommunications operators and delivery partners; and
• our total liability arising out of or in connection with the Programme and the App is limited to the value of the Points and Vouchers held in your Account at the time the claim arose.

Indemnity

You agree to indemnify us against any loss, damage, cost or expense we reasonably incur as a result of your fraudulent or unlawful use of the Programme or the App, or your deliberate breach of these Terms.

Events outside our control

We are not liable for any failure or delay in performing our obligations that is caused by an event outside our reasonable control, including acts of God, extreme weather, fire, flood, epidemic, war, civil unrest, strikes, government action, failure of public telecommunications or power networks, or the failure of a third-party supplier. If such an event continues, we will tell you and may suspend the affected part of the Programme for its duration.

General

• Entire agreement — these Terms, together with the Privacy Policy and any promotion-specific terms, are the whole agreement between us about the Programme.
• Promotion terms prevail — where a specific promotion has its own terms, those terms apply to that promotion in place of these where they conflict.
• Severability — if any provision is found to be invalid or unenforceable, the rest remains in force.
• No waiver — if we do not enforce a right, that does not mean we give it up.
• Assignment — you may not transfer your rights under these Terms. We may transfer ours to a group company or to a buyer of our business, provided your rights are not reduced.
• Third parties — no one other than you and us has any right to enforce these Terms.
• Language — if these Terms are published in more than one language and there is a conflict, the Arabic version prevails for the purposes of UAE law.

Governing law and jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them, the Programme or the App, are governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai.

Please contact us first — most issues are resolved quickly by our customer care team. If a dispute cannot be resolved that way, it is subject to the exclusive jurisdiction of the courts of Dubai, United Arab Emirates. This does not affect your right to complain to the competent consumer protection or data protection authority.

Contact us

Entity

Qamar Al Madeena Supermarket LLC

Customer care

QamarAlMadeenasupermarket@gmail.com

Telephone

WhatsApp

Hours

Website

https://qmggroup.com/

Address

Dubai, United Arab Emirates