Terms And Conditions

Terms and Conditions

Second Legal Review and Drafting of the Terms and Conditions Clause – Fade Al-Baheli

Description of the Electronic Application and the Nature of the Contractual Relationship

1. Platform Definition and Legal Nature

Tru Thread is a digital electronic platform headquartered in the United Arab Emirates, owned by Tru Thread for Fabrics – L.L.C – Sole Proprietorship,

Commercial License No. CN-5959473, issued by the Department of Economic Development – Al Ain City, Emirate of Abu Dhabi.

The platform operates as an electronic marketplace acting as an intermediary between the supplier/seller and the product manufacturer on one side, and the consumer/buyer on the other. It facilitates the display, marketing, and sale of traditional and modern women’s fashion products, with particular focus on abayas, mukhawar garments, embroidered fabrics, heritage textiles, and other products legally permitted under the commercial license.

The platform functions as a technical and commercial intermediary, connecting independent sellers and product providers (“Sellers”) with end consumers.

Each supplier registered on the Tru Thread platform must hold a valid commercial license issued by the competent authorities in the United Arab Emirates and must ensure the accuracy of the products offered and their compliance with the stated descriptions and specifications, while adhering to all applicable laws and regulations, including consumer protection laws.

The legal relationship is characterized as a consensual commercial brokerage contract, whereby the platform’s obligation is limited to facilitating the connection between the supplier/seller and the consumer for the purpose of concluding purchase transactions through the application. The platform does not guarantee product safety and its role is strictly limited to brokering the sale of agreed products, collecting the purchase amount from the consumer, and arranging delivery to the final consumer.

The platform shall not bear any responsibility for:

•               Product quality or conformity with description

•               Technical or manufacturing defects

•               Any disputes between the consumer and the supplier related to returns, exchanges, or compensation

All such obligations remain solely with the supplier/seller/manufacturer.

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2. Acceptance of Terms

Accessing, registering, or continuing to use the platform constitutes an explicit and binding acceptance of all terms and conditions, including contracting, cancellation, return and refund mechanisms, and the privacy policy.

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3. Eligibility for Use

The user confirms that they possess full legal capacity to contract and use the platform in accordance with the applicable laws of the United Arab Emirates and their country of residence, including but not limited to customs duties, taxes, and related charges.

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4. Amendment of Terms

The platform reserves the right to amend these terms at any time. Continued use of the platform following any amendment constitutes express acceptance of such amendments.

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5. Scope of Services

The platform may add, modify, or suspend any of its services or products without incurring legal liability, without prejudice to the rights of third parties.

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6. Registration Requirements

Users, whether suppliers or consumers, must provide accurate, complete, and up-to-date information. The platform reserves the right to suspend or cancel any account in the event of violation of these terms.

Suppliers must:

•               Hold a valid UAE commercial license

•               Ensure product accuracy and conformity

•               Comply with all applicable laws and consumer protection regulations

•               Fulfill orders within agreed timelines without unjustified delay or cancellation

•               Bear full responsibility for product quality, safety, defects, and warranties

•               Refrain from offering counterfeit or illegal products

The platform may suspend or permanently terminate a supplier’s account or remove products temporarily or permanently without legal liability.

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7. User Obligations

Users must comply with all applicable laws, honor agreements, safeguard account credentials, and refrain from misuse, hacking, or unauthorized modification of the platform.

Users are responsible for paying applicable taxes and customs duties in accordance with relevant laws.

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8. Commissions, Fees, and Settlement Mechanism

The platform is entitled to commissions, subscription fees, or promotional fees as determined in the commercial agreement or supplier dashboard. The platform reserves the right to modify commission or fee rates with prior notice.

Supplier payments are processed according to a periodic settlement cycle determined by the platform.

In case of disputes, the platform may deduct outstanding commissions or fees and may suspend payouts where there is a dispute or suspicion of fraudulent or unlawful activity.

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9. Suspension and Termination of Accounts

The platform may suspend or terminate any user or supplier account for violation of terms, misuse, or fraudulent or illegal activity. Termination does not obligate the platform to reactivate the account. Financial obligations remain valid after termination.

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10. Sales Process and Execution

Products are displayed with prices and specifications. A sales contract is formed between the platform and the consumer upon order completion.

The platform’s responsibility is limited to selling the agreed products, collecting payment, and delivering them to the final consumer. All other obligations related to product quality, returns, or compensation rest with the supplier/manufacturer.

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11. Payment Policy

Payments are processed through approved payment methods within the platform, including trusted electronic payment gateways.

Payments may also be made via direct bank transfer to the platform’s licensed bank account or its manager’s account, as agreed.

Users must comply with applicable banking laws and refrain from payments via suspicious or unlawful accounts.

The platform is not liable for errors caused by third-party payment providers or unlawful bank transfers initiated by the user.

Upon full receipt of payment, the platform arranges product delivery to the consumer.

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12. Shipping and Delivery Policy

Delivery is handled through contracted individuals or delivery companies. Delivery fees and timelines are disclosed before order confirmation.

Responsibility for product condition, conformity, and defects lies with the supplier/manufacturer and agreed delivery providers.

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13. Order Cancellation Policy

Consumers may cancel orders before shipment in accordance with platform policies. Once execution or shipment begins, cancellations are subject to the return policy.

The party causing cancellation bears any resulting fees or costs. The platform bears no liability for delays caused by cancellation procedures.

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14. Privacy and Data Protection Policy

The platform is committed to protecting user data and will not disclose it except as necessary for order fulfillment or as required by law.

Data is collected and processed in compliance with UAE data protection laws. Users consent to the use of their data for lawful operational and marketing purposes.

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15. Complaints Handling and Customer Communication

Official complaint channels include the application, official social media accounts, phone number, and email.

The platform commits to responding within four (4) business days from receipt of a complaint and coordinating between supplier, consumer, and delivery party to resolve disputes.

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16. Return and Exchange Policy

Consumers may request returns subject to the following conditions:

•               Products must be unused, unworn, unwashed, and undamaged

•               All tags, labels, and original packaging must be intact

The platform’s role is limited to facilitating communication and coordination. The estimated return processing period is 8 business days after complaint resolution.

Refunds are processed via the original payment method unless otherwise determined by the platform and may take 7–14 business days. Return shipping costs are borne by the responsible party depending on the reason for return.

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17. User Content and Reviews

Users are fully responsible for any content, reviews, or comments posted. Offensive, defamatory, or false content is prohibited.

The platform may delete or modify violating content without prior notice.

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18. Allocation of Liability

The platform’s liability is limited to facilitating communication and administrative procedures. All product-related obligations (quality, returns, disputes, compensation) rest entirely with the supplier/manufacturer.

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19. Disclaimer

The platform is not responsible for product quality, safety, or disputes. All related obligations remain with the supplier/manufacturer and delivery provider.

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20. Intellectual Property and Trademarks

All intellectual property rights, name, and trademark of the platform are protected under UAE federal laws. The platform reserves the right to pursue legal action against any infringement.

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21. Governing Law and Jurisdiction

These terms are governed by the laws of the United Arab Emirates. Exclusive jurisdiction lies with the Al Ain Courts, Emirate of Abu Dhabi.