FARHA — Customer Terms & Conditions
Last Updated: 22 September 2026
These Customer Terms & Conditions (“Terms”) govern your access to and use of the FARHA platform, website and related services (“FARHA” or the “Platform”).
By creating an account, submitting a booking request, purchasing a product, purchasing or redeeming a FARHA Gift Card, using FARHA Wallet credit, or otherwise completing a transaction through FARHA, you agree to these Terms and any service-, product-, vendor- or booking-specific terms clearly disclosed to you before you complete the relevant transaction.
Nothing in these Terms excludes, restricts or waives any consumer right or remedy that cannot lawfully be excluded under applicable laws of the United Arab Emirates.
1. FARHA and the Marketplace
FARHA is an online marketplace operated by FARHA MOMENTS FOR EVENTS – L.L.C – S.P.C, based in Abu Dhabi, United Arab Emirates.
FARHA enables customers to discover and book event-related services and, where available, purchase event-related products from independent vendors.
The Platform focuses particularly on event carts, hospitality services, catering and buffet services, event experiences and related event services. FARHA may also offer physical, food, personalized and other event-related products.
Unless expressly stated otherwise, the vendor providing the service or product is responsible for performing or supplying it in accordance with the confirmed booking or order.
FARHA facilitates the marketplace, booking and payment process, communications, customer support and dispute handling. FARHA's involvement in these functions does not by itself mean that FARHA is the provider performing every booked service.
2. Customer Accounts
You must provide accurate, current and complete information when creating or using your FARHA account and keep relevant information reasonably updated.
You are responsible for maintaining the confidentiality of your login credentials and for activity conducted through your account where attributable to your use or failure to protect those credentials.
You should notify FARHA promptly if you believe your account has been accessed or used without authorization.
3. Booking Requests and Vendor Acceptance
Submitting a booking request does not by itself create a confirmed booking.
After you submit a request, the relevant vendor is given up to four (4) operating hours to accept or decline it.
For this purpose, operating hours are currently 9:00 AM to 9:00 PM UAE time. Time outside these hours does not count toward the four-hour response period. Where a request is submitted close to or outside operating hours, the remaining response period continues during the next applicable operating period.
If the vendor does not respond within the applicable period, the request may automatically expire or close.
A vendor's silence does not constitute acceptance and does not automatically confirm a booking.
FARHA may notify you of the status of your request through the Platform, email or other contact method associated with your booking.
4. Payment and Booking Confirmation
When a vendor accepts a booking request, FARHA will make the applicable payment method or payment link available to you.
You will generally have two (2) hours from acceptance to complete payment, unless a different period is clearly shown for the particular booking.
If payment is not completed within the applicable period, the booking may expire or be cancelled and the vendor may release the date or time slot.
A booking becomes confirmed only after the required payment has been successfully completed and FARHA has recorded or communicated confirmation.
Customer payments are collected through the payment arrangements made available by FARHA. FARHA may retain amounts payable to a vendor until the relevant service or order has been fulfilled and any reported issue requiring review has been addressed.
This arrangement is intended to support transaction administration and customer protection and is not described as an escrow service.
5. Prices, Delivery Charges and Other Fees
Before payment, FARHA will display the applicable total price and disclosed charges relating to the transaction, which may include:
the service or product price; selected options or add-ons; delivery charges; refundable security deposits, where applicable; and any other applicable charge disclosed before payment.
You are responsible for reviewing the booking or order summary before completing payment.
FARHA will not intentionally add an undisclosed charge after you have committed to the transaction. If additional work or costs become necessary because of a customer-requested change or circumstances attributable to the customer, any additional charge should, where reasonably possible, be disclosed and agreed before the additional work is performed.
Taxes, including VAT where applicable, will be handled and displayed in accordance with applicable UAE law and FARHA's tax status at the relevant time.
6. Customer Cancellation
Cancellation rules may vary depending on the nature of the service or product, preparation requirements, customization, event date and vendor commitments.
The applicable cancellation conditions should be displayed or otherwise made available to you before you complete the relevant transaction.
Where a customer cancels a booking, any refund or cancellation charge will be determined according to the cancellation policy applicable to that booking, subject always to mandatory rights under UAE law.
Nothing in a vendor-specific or service-specific cancellation policy overrides a mandatory consumer right or remedy.
7. Vendor Cancellation or Failure to Perform
If a vendor cancels a confirmed and paid booking and a suitable alternative acceptable to you cannot be arranged, you will be entitled to a full refund of the amount paid for the affected booking, subject to applicable law.
You are not required to accept a replacement vendor or materially different service.
Vendor cancellations, no-shows or unjustified failures to perform may also result in action by FARHA against the vendor under FARHA's vendor rules, including warnings, restrictions, reduced visibility, suspension or termination, as appropriate.
8. Service Problems, Complaints and Remedies
If a service is not provided, is materially late, incomplete, defective, materially different from the confirmed booking, or otherwise fails to meet the agreed requirements, please report the issue to FARHA as soon as reasonably possible.
For operational purposes, customers are encouraged to report issues within 24 hours following completion or the scheduled completion of the service and to provide relevant evidence where available.
The 24-hour period is intended to assist FARHA in investigating promptly. It does not extinguish any mandatory legal right that continues to apply after that period.
FARHA may temporarily hold the vendor's settlement while an issue is reviewed.
Depending on the circumstances, evidence, degree of performance and applicable law, the outcome may include a full refund, partial refund, correction, replacement, re-performance of the service, or another appropriate resolution.
A complimentary service or FARHA credit may also be offered where appropriate and accepted by the customer, but will not be imposed as a substitute for a refund or other remedy where applicable law requires that remedy.
UAE consumer rules specifically recognize full refund, proportionate refund or proper re-performance as potential remedies for service-performance failures, depending on the circumstances.
9. Rescheduling and Booking Changes
Before payment, you may modify a request where the Platform permits it, subject to availability.
After a booking has been confirmed and paid, requests to change the date, time, location, guest numbers, selected options, add-ons or other material details are subject to vendor availability and approval.
A requested change may result in a different price, delivery charge or other disclosed cost.
If the vendor cannot accommodate a customer-requested change, the original confirmed booking remains in place unless cancelled in accordance with the applicable cancellation policy.
A vendor may not materially change a confirmed booking without the customer's agreement.
10. Venue, Access, Delivery and Customer Responsibilities
You are responsible for providing accurate event and delivery information, including the correct location, date, time and relevant access information.
You are also responsible for obtaining venue permissions and arranging access, parking, loading or other matters within your or the venue's reasonable control.
Vendors should disclose material service requirements in advance where relevant, such as electricity, space, access, setup conditions or similar requirements.
Where a requirement was clearly disclosed and the customer fails to arrange it, reasonable resulting costs or applicable cancellation consequences may apply.
Where a vendor failed to disclose a material requirement that the customer could not reasonably have known, the customer should not automatically be held responsible for the resulting failure.
A vendor may not impose arbitrary additional charges. Reasonable additional costs arising from incorrect customer information, customer-requested location changes, customer-caused waiting or similar circumstances should be disclosed and agreed where reasonably possible.
11. Vendor Responsibilities
Vendors are responsible for performing their confirmed services in accordance with the booking, including applicable descriptions, specifications, timing, quantity and agreed options.
Vendors are responsible for their staff, equipment and operational requirements and for maintaining licences, permits, approvals and health, safety or activity-specific requirements applicable to their activities.
Vendor-supplied descriptions, images, prices and other material information must accurately represent the offering and must not be misleading.
A later change to a listing does not retrospectively alter the terms of an already confirmed booking.
12. Physical Products
Where FARHA offers physical products, the product supplied should materially correspond with the description, quantity, size, colour, specifications and other material details confirmed at purchase.
For handmade, natural or individually prepared items, reasonable non-material variations may occur where appropriate to the nature of the product, but this does not permit delivery of a defective or materially different product.
If a product is damaged, defective, incorrect or materially not as described, please report it to FARHA promptly. Depending on the circumstances and applicable law, an appropriate remedy may include correction, replacement, partial refund or full refund.
Change-of-mind cancellation or return rules may vary by product and should be disclosed before purchase, without limiting mandatory consumer rights.
13. Food, Chocolate and Perishable Products
Food, chocolate and other perishable products may be subject to special preparation, storage, handling, delivery and cancellation conditions because of their nature.
Customers are responsible for following reasonable storage or consumption instructions provided with the product.
Vendors are responsible for providing required product, ingredient, allergen or safety information applicable to their products and activities.
Where a food or perishable product has already been prepared specifically for an order, change-of-mind cancellation may be restricted where this was disclosed before purchase and is permitted by applicable law.
Nothing in this section removes rights relating to defective, unsafe, incorrect or materially non-conforming products.
14. Customized and Personalized Products
Some products or services may involve personalization, including names, logos, photographs, messages, invitations, printing, packaging, chocolates, stands or other bespoke elements.
You are responsible for checking and approving the final information, spelling, specifications or design presented for approval.
Once you approve a customization and production or printing has begun, cancellation or change-of-mind refunds may be restricted where clearly disclosed before purchase and permitted by law.
If the vendor correctly produces the approved design but the customer-approved information contained an error, the vendor may charge for a replacement or re-production.
If the approved design or information was correct but the vendor produces it incorrectly, the vendor remains responsible for the error and an appropriate remedy.
15. Vendor Equipment and Refundable Security Deposits
A vendor may use its own carts, equipment, serving items, displays or other property as part of performing a booked service. Such equipment does not become the customer's property merely because it is used at the event.
Certain services may require a Refundable Security Deposit. Where applicable, the amount and material conditions must be disclosed before payment.
The security deposit is separate from the service price unless clearly stated otherwise and should be returned following completion and any applicable return or inspection of vendor property, subject to a legitimate damage claim.
Normal wear and tear is not customer damage.
A vendor may not retain a security deposit merely by alleging damage. FARHA may require reasonable evidence, including photographs, descriptions and reasonable repair or replacement costs.
Any deduction should reasonably correspond to proven loss or damage attributable to the customer, guests or persons reasonably under the customer's responsibility.
Pre-existing damage, ordinary wear or damage caused by the vendor should not be charged to the customer.
Where a damage claim exceeds the security deposit, any additional claim remains subject to evidence, actual responsibility, the applicable booking terms and UAE law and is not automatically payable merely because the vendor makes the claim.
FARHA may temporarily hold a disputed amount while reviewing the matter.
16. Service Gift Bookings
FARHA may allow a customer to book an eligible marketplace service as a gift for another person.
The purchaser may provide recipient information such as the recipient's name, phone number, occasion and gift message.
The purchaser is responsible for ensuring that recipient information is accurate and that they have an appropriate basis to provide that information for fulfilment of the gift.
Recipient information will be used for purposes connected with fulfilment and handled in accordance with FARHA's Privacy Policy. Providing recipient information for a gift does not by itself subscribe the recipient to unrelated marketing communications.
The purchaser is responsible for ensuring that gift messages are lawful and not abusive, threatening, discriminatory, infringing or otherwise inappropriate.
If a recipient refuses the gift or fulfilment fails because of incorrect information or circumstances attributable to the purchaser or recipient after the vendor has reasonably committed resources, the purchaser is not automatically entitled to a full refund. The applicable cancellation conditions and reasonable redelivery or rearrangement costs may apply.
If fulfilment fails because of the vendor, the customer's applicable remedies remain available.
17. FARHA Gift Cards
FARHA may allow customers to purchase Gift Cards for themselves or another person.
A FARHA Gift Card may be redeemed into FARHA Wallet credit in accordance with the redemption process made available by the Platform.
At launch, FARHA Gift Card and Wallet credit does not have a stated expiry date unless FARHA expressly communicates a lawful change for future purchases.
Gift Cards and Wallet credit are not cash, a bank account or a general-purpose payment account.
Subject to mandatory law, Gift Card or Wallet balances cannot ordinarily be withdrawn as cash or transferred between customers.
This does not prevent FARHA from returning money through an appropriate payment method where a cash refund is legally required or otherwise properly due.
18. FARHA Wallet
FARHA Wallet may hold eligible FARHA credits, including credit redeemed from Gift Cards and other credits FARHA may make available.
Customers cannot currently independently top up the Wallet unless FARHA introduces that functionality.
Where Wallet credit is insufficient to cover the entire booking or order, available credit may be applied and the remaining amount paid through a payment method made available by FARHA.
Wallet availability and functionality may change as FARHA develops the Platform, subject to applicable law and without removing accrued rights in existing valid balances.
19. Customer Content, Reviews and Intellectual Property
Where you upload or submit content such as photographs, logos, names, messages, invitations or other material for customization, you retain any rights you lawfully hold in that content.
You grant FARHA and the relevant vendor a limited licence to use such content to the extent reasonably necessary to process, produce, deliver and support the requested transaction.
You must have the necessary rights or permission to provide content submitted through FARHA.
FARHA may refuse content that is unlawful, infringing, threatening, abusive or otherwise inappropriate.
Customers may submit genuine reviews, including negative reviews. Reviews must reflect genuine experience and must not contain fake content, harassment, unlawful material or personal information that the reviewer has no right to disclose.
FARHA may moderate content that violates these requirements. FARHA will not treat a review as prohibited merely because it is critical or negative.
Vendor content remains the property of the vendor or applicable rightsholder. Vendors grant FARHA the rights necessary to display and promote their offerings and the Platform.
20. AI-Assisted Features
FARHA may offer AI-assisted or automated features, including assistance with messages, design ideas or personalization.
AI-generated suggestions are provided as assistance and may require customer review or approval.
FARHA does not guarantee that AI-generated material will be unique or incapable of resembling other content.
Where a customer approves a final preview, that approved version will ordinarily serve as the production reference, subject to these Terms and applicable consumer rights.
21. No-Shows and Events Beyond Reasonable Control
A customer or recipient no-show, failure to provide access or other failure attributable to the customer does not automatically entitle the customer to a full refund. The applicable cancellation policy and circumstances will be considered.
A vendor no-show or unjustified failure to perform may result in customer remedies and action against the vendor.
Where performance is prevented or materially affected by circumstances beyond the reasonable control of the parties — such as severe weather, official restrictions, government orders, major accidents or unexpected venue closure — FARHA and the vendor may first attempt a reasonable rescheduling or alternative arrangement.
Where that is not reasonably possible, the appropriate outcome will depend on the extent of performance, legitimate non-recoverable costs, the applicable booking conditions and mandatory UAE law.
22. Communications
FARHA may send transactional communications necessary to operate your account or transaction, including booking requests, acceptance or expiry notices, payment links, confirmations, cancellations, delivery information and dispute communications.
Transactional communications are separate from marketing communications.
Marketing communications and consent will be handled in accordance with FARHA's Privacy Policy and applicable law. Acceptance of these Terms does not by itself constitute consent to receive unrelated marketing where separate consent is required.
23. Prohibited Conduct
You must not misuse FARHA, including through fraud, fake bookings, payment abuse, abusive chargebacks, threats, harassment, unlawful content, interference with Platform security or attempts to circumvent FARHA's booking or payment process in relation to transactions introduced or arranged through the Platform.
FARHA may reasonably restrict or suspend accounts involved in serious or repeated misuse, subject to applicable law.
Suspension does not remove rights or obligations relating to existing paid transactions.
24. FARHA's Role and Liability
FARHA facilitates transactions between customers and independent vendors and provides supporting marketplace, booking, payment administration, communication and dispute-management functions.
Vendors remain responsible for the services and products they provide, except to the extent an obligation is legally imposed on FARHA.
Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by UAE law.
To the extent permitted by law, FARHA is not responsible for losses resulting solely from circumstances outside FARHA's reasonable control or from a customer's own inaccurate information, unlawful conduct or failure to comply with clearly disclosed requirements.
25. Complaints and Dispute Resolution
Customers are encouraged to contact FARHA promptly so FARHA can attempt to resolve a complaint directly with the relevant vendor.
FARHA may request reasonable information and evidence from both parties and may temporarily hold relevant vendor settlement while reviewing a dispute.
Nothing in these Terms prevents a customer from exercising rights available under UAE law or approaching a competent consumer protection authority, regulator or court.
26. Future Rental Services
FARHA may introduce standalone rental services in the future.
If such services are introduced, additional rental-specific terms may apply and will be disclosed as appropriate before the relevant transaction.
The inclusion of this provision does not mean standalone rental services are currently available on FARHA.
27. Changes to These Terms
FARHA may update these Terms to reflect changes in law, Platform functionality, services or business operations.
The updated version and effective or last-updated date will be published on the Platform.
Changes will not retrospectively remove rights already accrued under a confirmed transaction where doing so would be unlawful.
Where a material change requires additional notice or consent under applicable law, FARHA will provide it.
28. Governing Law
These Terms are governed by the applicable laws of the United Arab Emirates.
Disputes will be subject to the competent authorities and courts having jurisdiction under applicable UAE law.
Nothing in this section limits any mandatory consumer right concerning jurisdiction, complaints or regulatory remedies.
29. Contact and Legal Operator
FARHA is operated by:
FARHA MOMENTS FOR EVENTS – L.L.C – S.P.C فرحة مومنتس للمناسبات – ذ.م.م – ش.ش.و Abu Dhabi, United Arab Emirates Commercial Licence No.: CN-6631658 Abu Dhabi Trader Licence Legal Contact: legal@bookfarha.com