FARHA — Vendor Policy

Last Updated: 23 September 2026

This Vendor Policy sets out the standards, responsibilities and operational requirements applicable to vendors offering services or products through FARHA.

FARHA is operated by FARHA MOMENTS FOR EVENTS – L.L.C – S.P.C, based in Abu Dhabi, United Arab Emirates.

This Policy should be read together with the Vendor Agreement, FARHA Terms & Conditions, Privacy Policy, Cancellation & Refund Policy, and any commercial terms separately agreed between FARHA and the Vendor.

Nothing in this Policy excludes obligations or rights that cannot lawfully be excluded under applicable UAE law.

1. Scope

This Policy applies to vendors who list, offer, sell, deliver or fulfil services or products through FARHA.

By using FARHA as a Vendor, the Vendor agrees to comply with this Policy, the Vendor Agreement and other applicable FARHA rules communicated through the Platform or official FARHA communications.

2. Vendor Eligibility and Verification

Vendors must provide accurate, complete and current information reasonably requested by FARHA for onboarding and continued participation on the Platform.

This may include:

• trade licence and business information;
• authorised contact information;
• bank or settlement details;
• identity or authority information where required;
• service or product information;
• pricing;
• delivery areas and fees;
• preparation or notice periods; and
• permits, approvals or other documentation relevant to the Vendor’s activities.

The Vendor must promptly notify FARHA of material changes to this information.

FARHA may request updated or additional documentation where reasonably necessary for verification, compliance, payment, safety or dispute purposes.

3. Vendor Account and Access

The Vendor is responsible for maintaining accurate account information and protecting access to its FARHA Vendor account.

Actions performed through an authorised Vendor account may be treated as actions of the Vendor.

The Vendor must promptly notify FARHA if it reasonably believes that its account has been accessed or used without authorisation.

4. Listings and Information Accuracy

All Vendor listings must be accurate, current and not misleading.

The Vendor is responsible for accurately describing, where applicable:

• the service or product;
• price;
• quantity;
• duration;
• inclusions and exclusions;
• available options and add-ons;
• preparation requirements;
• delivery conditions and fees;
• customer or venue requirements;
• customization options;
• material restrictions; and
• any other information reasonably relevant to the customer’s decision.

Images should reasonably represent the service or product offered.

A Vendor must not materially misrepresent the quality, quantity, availability, specifications or nature of an offering.

Changes made to a listing after a booking is confirmed do not retroactively change the confirmed booking.

5. Availability and Preparation Period

Vendors are responsible for keeping their availability accurate.

Where a Vendor or service requires a preparation or notice period, the Vendor must provide accurate information to FARHA and update it when necessary.

The Vendor must not accept a booking it cannot reasonably fulfil.

FARHA may rely on the Vendor’s submitted availability and preparation information when determining what customers can request through the Platform.

6. Booking Requests and Vendor Response Period

Receiving a booking request does not mean that the booking has been automatically accepted or confirmed.

Vendors currently have 4 operating hours to respond to a booking request.

FARHA’s Vendor response operating hours are:

9:00 AM to 9:00 PM UAE time.

Only time falling within those operating hours counts toward the Vendor response period.

A Vendor may accept, reject or, where supported, request additional information regarding a pending booking.

If the Vendor does not respond within the applicable response period, the booking request may expire or close.

FARHA does not automatically confirm an unanswered booking request.

7. Accepting a Booking

By accepting a booking request, the Vendor confirms that it can fulfil the requested service or product according to the booking details and applicable listing information.

Acceptance by the Vendor does not necessarily mean that customer payment has been completed.

A booking becomes confirmed for fulfilment only when the applicable FARHA booking and payment process has been completed and the booking status indicates confirmation.

The Vendor should not treat an unpaid or expired request as a confirmed paid booking.

8. Pricing, Delivery and Additional Charges

Vendors must provide FARHA with accurate prices and applicable charges.

The customer should be informed of applicable service or product charges, add-ons, delivery fees and other required charges before payment where reasonably applicable.

A Vendor must not impose arbitrary, misleading or undisclosed charges after confirmation.

Where an additional cost arises because the customer requests a material change after confirmation, the Vendor must communicate the proposed additional amount before performing the additional work where reasonably possible.

No additional customer charge should arise solely because of Vendor error.

9. Customer Payment and Confirmation

Customers pay through the payment method or payment process made available by FARHA for the relevant transaction.

The Vendor must not represent a booking as paid merely because the Vendor has accepted the request.

FARHA may verify payment before treating the booking as confirmed.

The Vendor must rely on the booking/payment status communicated through FARHA or another official FARHA communication.

10. FARHA Fees and Commission

FARHA may charge the Vendor commission, fees or other commercial charges as separately agreed with the Vendor or communicated through the applicable commercial arrangement.

Commission or fee arrangements may differ between Vendors or categories.

This Policy does not establish a universal commission percentage.

Where applicable, FARHA may deduct agreed commission, fees, refunds, adjustments or other properly due amounts from Vendor settlements in accordance with the Vendor Agreement and applicable law.

11. Vendor Settlement

A booking becomes eligible for Vendor settlement only after FARHA verifies or reasonably determines that the booking has been fulfilled and there is no unresolved matter requiring the relevant funds to remain on hold.

FARHA generally settles eligible Vendor amounts according to its applicable settlement cycle.

FARHA may temporarily hold or exclude an amount from settlement where reasonably necessary because of:

• an unresolved customer complaint;
• a dispute;
• a refund review;
• a chargeback or payment reversal;
• suspected fraud or payment risk;
• incomplete or inaccurate Vendor verification;
• missing or invalid settlement information;
• a security-deposit or damage dispute where relevant;
• a legal or regulatory requirement; or
• another legitimate issue relating to the booking or payment.

FARHA may communicate the applicable settlement schedule to Vendors through the Platform or official Vendor communications.

Bank or payment-provider processing time may apply after FARHA initiates a transfer.

This Policy does not guarantee settlement within 48 hours or Vendor receipt of funds within 3–5 business days.

12. Vendor Cancellation

A Vendor should only accept bookings that it reasonably expects to fulfil.

If a Vendor becomes unable to fulfil a booking, it must notify FARHA as soon as reasonably possible.

For a confirmed and paid booking, the Vendor should not cancel directly with the customer outside FARHA’s process.

FARHA may attempt to arrange an appropriate alternative or rescheduling with the customer’s agreement.

The customer is not required to accept a materially different alternative.

Where no suitable alternative is voluntarily accepted and the circumstances entitle the customer to a refund, FARHA may process or facilitate the applicable refund in accordance with the FARHA Cancellation & Refund Policy and applicable law.

Vendor cancellation does not automatically create a fixed monetary penalty under this Policy.

However, repeated, avoidable, unjustified or serious Vendor cancellations may result in review, restrictions, suspension or other action under this Policy or the Vendor Agreement.

13. Customer Cancellation and Refunds

Customer cancellation does not automatically mean that a full or partial refund is due.

Refund eligibility depends on the applicable cancellation terms, timing, circumstances, preparation already undertaken, applicable FARHA policies and mandatory legal rights.

Where Vendor-specific or booking-specific cancellation terms apply, the Vendor must ensure that the information provided to FARHA is accurate.

A Vendor must not make refund promises to customers that conflict with FARHA’s approved Cancellation & Refund Policy or the applicable booking terms.

FARHA may review the circumstances and evidence before determining or facilitating the appropriate refund outcome.

14. Service Standards and Fulfilment

The Vendor is responsible for the actual performance and fulfilment of its services and products.

The Vendor must:

• provide the confirmed service or product with reasonable care and skill;
• comply with the confirmed booking specifications;
• attend or deliver at the agreed time and location, subject to circumstances reasonably beyond its control;
• provide appropriate staff, equipment and materials;
• comply with applicable safety and hygiene requirements;
• act professionally toward customers, guests and venue personnel; and
• promptly communicate any material fulfilment issue.

FARHA’s role as marketplace operator does not transfer the Vendor’s responsibility for its own service or product performance to FARHA.

15. Vendor Delay, No-Show or Failure to Fulfil

The Vendor must notify FARHA and, where appropriate, the customer as soon as reasonably possible if it expects a material delay or inability to fulfil.

A material delay, Vendor no-show, incomplete performance or failure to provide the confirmed booking may result in customer remedies depending on the circumstances and applicable law.

These may include:

• correction or re-performance;
• replacement where relevant;
• rescheduling accepted by the customer;
• full refund;
• partial refund; or
• another appropriate agreed resolution.

FARHA may consider the Vendor’s responsibility for the issue when determining settlement eligibility or taking account action.

16. Customer No-Show, Venue Access and Customer-Caused Issues

The Vendor should document material fulfilment problems caused by the customer or venue where reasonably possible.

These may include:

• customer or recipient no-show;
• incorrect or incomplete location information;
• inability to access the venue;
• failure to obtain venue permission;
• unavailable electricity, space or other requirements that were properly disclosed in advance;
• unreasonable customer-caused delay; or
• a late customer-requested location change.

Where the Vendor has reasonably prepared, travelled, delivered or committed resources, applicable cancellation terms and reasonable costs may be considered.

The Vendor may not impose arbitrary charges.

Where the Vendor failed to disclose a critical service requirement before confirmation, the Vendor should not automatically attribute the resulting failure to the customer.

17. Physical Products

A Vendor supplying physical products is responsible for ensuring that the delivered product materially matches the confirmed description, images, quantity, size, colour and other applicable specifications.

Products must be fit for their represented purpose where required by applicable law.

Reasonable non-material variation inherent in handmade, natural or individually prepared products may occur, provided it does not materially change what the customer ordered.

Damaged, defective, incorrect or materially non-conforming products may give rise to replacement, correction, refund or other remedies as applicable.

18. Food and Perishable Products

Vendors offering food, beverages, chocolates or other perishable products are responsible for complying with applicable food-safety, hygiene, storage, handling, labelling and licensing requirements.

Vendors should provide material ingredient, allergen, storage or handling information where applicable.

Perishable products may be subject to specific cancellation or return limitations because of their nature, but this does not remove mandatory rights relating to defective, unsafe, damaged, incorrect or materially non-conforming products.

19. Customized and Personalized Orders

Where a Vendor provides customized or personalized products or services, the Vendor should obtain or retain the customer’s approved information or design where applicable.

The approved final preview or specification should be treated as the production reference.

If the customer supplied or approved incorrect spelling, wording, imagery or other information, the Vendor is not automatically responsible for reproducing the item at its own cost.

If the customer’s approved information was correct but the Vendor produces an incorrect or materially non-conforming result, the Vendor may be responsible for an appropriate remedy.

20. Service Gift Bookings

Where a service is booked as a gift, the Vendor may receive recipient information necessary for fulfilment.

The Vendor must use recipient information only for legitimate booking fulfilment, communication and related purposes permitted by FARHA’s Privacy Policy and applicable law.

Recipient information must not be treated as independent consent for unrelated marketing.

A recipient’s refusal or inability to receive the service does not automatically create a full-refund obligation where the Vendor has already reasonably prepared or committed resources.

Vendor-caused failure remains subject to the normal customer protections applicable to the underlying service.

21. Refundable Security Deposits and Damage

Where FARHA permits a Vendor to require a Refundable Security Deposit, the amount and applicable conditions must be disclosed before payment.

A Refundable Security Deposit is separate from ordinary service revenue and should not be treated as Vendor earnings merely because it was collected.

The deposit is refundable after completion, subject to inspection and any legitimate deductions under the applicable terms.

Normal wear and tear is not customer-caused damage.

Any proposed deduction should reflect a legitimate and supportable loss attributable to the customer, recipient, guests or other persons for whom the customer is responsible under the applicable terms.

FARHA may request photographs, documentation, replacement or repair information, or other reasonable evidence before determining or facilitating a deduction or return.

A Vendor must not retain a security deposit merely because damage is alleged.

22. Complaints, Evidence and Disputes

Vendors must reasonably cooperate with FARHA when investigating customer complaints, cancellations, refund requests, damage claims, payment issues or disputes.

FARHA may request:

• photographs or videos;
• booking communications;
• proof of attendance or delivery;
• timestamps;
• approved customization records;
• invoices or receipts;
• damage evidence;
• relevant customer communications; or
• other reasonably necessary information.

During an unresolved dispute or refund review, FARHA may temporarily hold the relevant Vendor settlement where operationally and legally appropriate.

FARHA does not guarantee that every dispute will be finally decided within a fixed five-business-day period.

23. Reviews and Customer Feedback

Vendors must not manipulate FARHA’s review system.

Vendors must not:

• create or arrange fake reviews;
• offer improper incentives for misleading reviews;
• threaten or harass customers because of feedback;
• pressure customers to remove genuine negative reviews; or
• submit false information intended to manipulate ratings.

FARHA may moderate reviews that violate applicable rules, including fraudulent, abusive, unlawful or privacy-infringing content.

A negative review is not removed merely because the Vendor disagrees with it.

24. Customer Data and Privacy

Vendors may access customer or recipient information only to the extent necessary for legitimate booking-related purposes.

Vendors must protect personal data they receive through FARHA and comply with applicable privacy and data-protection requirements.

Customer information must not be:

• sold;
• improperly disclosed;
• used for unrelated marketing without an appropriate legal basis or consent where required;
• retained longer than reasonably necessary without a lawful basis; or
• used for purposes unrelated to the Vendor’s legitimate relationship with the booking.

Where a Vendor independently processes personal data for its own purposes, it is responsible for its own applicable legal obligations.

25. Vendor Content and Intellectual Property

The Vendor remains responsible for ensuring that it has the necessary rights to use and provide content uploaded or supplied to FARHA, including photographs, logos, descriptions, videos, designs and other materials.

The Vendor grants FARHA the rights reasonably necessary to display, reproduce, format and promote Vendor listings and offerings through FARHA and FARHA-related marketing channels, subject to the Vendor Agreement.

The Vendor must not upload content that unlawfully infringes another person’s intellectual-property or other rights.

26. Communication with Customers

Vendors should use FARHA-supported communication methods where available and maintain professional communications with customers.

Booking-related customer contact information must be used for legitimate fulfilment purposes.

Vendors must not use customer communications to mislead, harass or improperly pressure customers.

Transactional communications relating to a booking are distinct from unrelated marketing communications.

27. Circumvention and Off-Platform Transactions

A Vendor must not intentionally use FARHA customer information or a FARHA-generated booking opportunity to improperly bypass FARHA’s booking or payment process for the purpose of avoiding applicable FARHA fees or controls.

This does not prevent legitimate communication necessary to plan or fulfil a FARHA booking.

Repeated or deliberate circumvention may result in restriction, suspension or termination under the Vendor Agreement.

28. Licences, Permits, Safety and Legal Compliance

The Vendor is responsible for maintaining the licences, permits, approvals, insurance or other authorisations required for its own activities where applicable.

The Vendor is responsible for complying with laws and regulatory requirements applicable to its services, products, employees, contractors, equipment, food handling, transportation, venue activities and other operations.

FARHA’s verification or approval of a Vendor does not transfer these responsibilities to FARHA.

The Vendor must promptly notify FARHA if a material licence, permit or authorisation expires, is suspended or becomes invalid.

29. Prohibited Conduct

Vendors must not use FARHA to engage in:

• fraud or attempted fraud;
• misleading or deceptive listings;
• fake bookings;
• review manipulation;
• unlawful discrimination;
• threats, harassment or abusive conduct;
• unlawful goods or services;
• misuse of customer personal data;
• deliberate payment circumvention;
• falsification of licences or documents; or
• other unlawful or materially harmful conduct.

30. Suspension, Restriction and Removal

FARHA may reasonably restrict, suspend, unpublish or terminate Vendor access or listings where necessary because of:

• serious or repeated policy breaches;
• suspected fraud;
• customer safety concerns;
• repeated unjustified cancellations or fulfilment failures;
• invalid or expired required documentation;
• misuse of customer information;
• payment or chargeback risk;
• legal or regulatory requirements; or
• other serious risks to customers, FARHA or the Platform.

Where appropriate, FARHA may request corrective action or additional information before restoring access.

Suspension or removal does not automatically extinguish obligations relating to existing bookings, refunds, disputes, customer data or amounts properly due.

31. Changes to Vendor Information

The Vendor must keep material information provided to FARHA current.

This includes, where applicable:

• trade licence details;
• bank or settlement information;
• contact information;
• services and products;
• prices;
• delivery areas and fees;
• preparation or notice periods;
• availability; and
• other information affecting customer bookings.

FARHA may review material Vendor changes before publishing them.

A review of updated information does not necessarily mean that the Vendor is being onboarded as a new Vendor.

32. Relationship Between FARHA and the Vendor

FARHA operates a marketplace that facilitates discovery, booking, payment-related processes, communication and support between customers and Vendors.

Unless expressly stated otherwise for a particular offering, the Vendor—not FARHA—is the provider of the Vendor’s service or product.

The Vendor remains responsible for its own personnel, contractors, equipment, licences, taxes, business obligations and fulfilment activities.

Nothing in this Policy alone creates an employment relationship, partnership or agency relationship between FARHA and the Vendor.

33. Policy Updates and Mandatory Rights

FARHA may update this Vendor Policy from time to time to reflect changes in the Platform, operations, legal requirements or Vendor processes.

Material changes may be communicated through the Platform or another appropriate Vendor communication channel.

Updates do not retroactively change confirmed customer bookings where doing so would improperly prejudice existing rights.

Nothing in this Policy excludes or limits an obligation, liability or right where such exclusion or limitation is prohibited by applicable law.

34. Contact and 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 matters: legal@bookfarha.com

Vendor operational matters should be submitted through FARHA’s available Vendor support channels.