RELOF Terms & Conditions

1. Introduction and Acceptance

Welcome to RELOF. By accessing or using the RELOF mobile application, website, or any related services (collectively, the "Platform"), you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions ("Terms"). These Terms constitute a legally binding agreement between you (the "User," whether acting as a "Buyer," "Seller," or visitor) and RELOF ("Company," "we," "us," "our"), entered into in accordance with Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services.

If you do not agree to these Terms in their entirety, you must immediately cease all use of the Platform. Your continued access or use of the Platform following the posting of any changes to these Terms constitutes acceptance of those changes.

These Terms apply to all users of the Platform, including Buyers, Sellers, RELOF Select participants, and any person browsing or interacting with the Platform in any capacity.

2. Definitions

In these Terms, the following words and expressions shall have the meanings set out below:

• "Acceptance Window" means the twenty-four (24) hour period following documented delivery of an item to the Buyer, during which the Buyer may inspect the item and raise a dispute.
• "Authentication" means the process of verifying the authenticity of an item, performed by an independent specialist verification partner engaged by RELOF.
• "Authentication Certificate" means the document issued following successful authentication, shared with the Buyer as confirmation of item authenticity.
• "Buyer Protection Fee" means a fee included in the total price displayed to the Buyer at checkout, providing buyer-side protections including inspection and dispute resolution services.
• "Commission" means the fee charged by RELOF to the Seller, deducted from the sale proceeds upon successful completion of a transaction.
• "Counter-Offer" means a price proposal made by a Seller in response to a Buyer's offer, valid for twenty-four (24) hours from issuance.
• "Listing" means an item published on the Platform for sale by a Seller or by RELOF Select.
• "Order" means a confirmed purchase of a Listing by a Buyer.
• "Pre-Authorization" means the temporary hold placed on the Buyer's payment method at the time of purchase, captured only upon successful completion of the transaction.
• "RELOF Select" means the curated collection of luxury items sourced, verified, and sold directly by RELOF's specialised team.
• "Security Tag" means the tamper-evident tag affixed to items by RELOF or its logistics partners, the integrity of which is a condition for returns where applicable.
• "Seller Protection Fee" means a fee deducted from the Seller's earnings upon sale, contributing to platform operations and seller-side protections.
• "Shipping Zone" means one of the designated delivery zones within Dubai and Abu Dhabi, each with a corresponding delivery fee as set forth in the applicable fee schedule.
• "Silent Bargaining" means the offer-based pricing mode in which a Seller accepts offers from Buyers, subject to minimum acceptable price thresholds.
• "SNAD" (Significantly Not As Described) means a condition in which a delivered item materially differs from its Listing description, including proven inauthenticity, undisclosed major damage, or missing components.
• "Wallet" means the in-platform account used to track a Seller's earnings from completed sales.

3. Eligibility and Registration

3.1. Age and Jurisdiction

You must be at least eighteen (18) years of age and located in, or a resident of, Dubai or Abu Dhabi, United Arab Emirates, to use the Platform. By registering, you represent and warrant that you meet these eligibility requirements.

3.2. Identity Verification

Sellers are required to complete identity verification, which may include providing a valid Emirates ID or passport. Verification is conducted through our trusted identity verification partner to ensure the integrity and safety of the marketplace community.

3.3. Membership Tiers

Access to certain Platform features may vary based on membership tier. RELOF operates an invitation-based membership structure which may include tiers such as Founding Circle, Private Circle, Premium, and General membership. RELOF reserves the right to modify, add, or remove membership tiers at any time.

3.4. Account Responsibility

You are solely responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must notify RELOF immediately of any unauthorized use of your account.

4. Nature of the Service (Intermediary Status)

RELOF acts exclusively as an online marketplace and technology intermediary connecting Buyers and Sellers of pre-loved fashion. RELOF facilitates the transaction process but is not a party to the contract of sale between Buyer and Seller (except for RELOF Select transactions, where RELOF acts as the Seller).

• No Inventory: RELOF does not manufacture, store, or physically possess items listed on the Platform by individual Sellers.
• Supplier Disclaimer: For transactions between individual users (C2C), RELOF is not the "Supplier" as defined in Federal Decree-Law No. 5 of 2023 amending Federal Law No. 15 of 2020 on Consumer Protection. The contract of sale is strictly between the Buyer and Seller.
• B2C Transactions: Where items are sold by verified professional partners (B2C), additional consumer protection obligations may apply to the professional partner in accordance with UAE Consumer Protection Law.
• Liability Waiver: Consequently, RELOF disclaims all liability regarding the safety, quality, fit, or legality of items sold by individual Sellers, to the fullest extent permitted by UAE law.

5. Listings, Content, and Prohibited Goods

5.1. Seller Warranties

By listing an item on RELOF, you warrant that the item is authentic, that you possess the legal title to sell it, and that the item description (including condition, size, colour, and any defects) is accurate and complete.

5.2. Prohibited Goods

Users are strictly prohibited from listing items that violate UAE Federal or Emirate-level laws, Islamic principles, or public morals. This explicitly includes, but is not limited to:

• Alcohol, narcotics, or drug paraphernalia.
• Gambling tools or machineries.
• Culturally sensitive materials deemed offensive to Islamic values or "Haram."
• Counterfeit or replica items (see Section 6).
• Weapons, hazardous materials, or items restricted under UAE import/export regulations.

RELOF reserves the right to remove such listings immediately without notice and to report serious violations to the UAE Ministry of Interior or other relevant authorities.

5.3. Listing Moderation and Review

All listings are subject to review and moderation by RELOF before publication. RELOF may reject, remove, or request amendments to any listing at its sole discretion. Sellers may edit active listings; however, any material changes will re-submit the listing for review. Listings for items that are sold, reserved, or in an active order cannot be edited.

5.4. User Content License

By uploading photographs, descriptions, and other content to the Platform, the Seller grants RELOF a perpetual, worldwide, royalty-free, non-exclusive license to use, reproduce, modify, and display said content for marketing, promotional, and operational purposes.

6. Counterfeit and Intellectual Property

RELOF maintains a Zero-Tolerance Policy toward counterfeit goods. In strict adherence to Federal Decree-Law No. 36 of 2021 on Trademarks and Federal Decree-Law No. 42 of 2023 on Anti-Commercial Fraud:

• Selling counterfeit goods is a criminal offense punishable by imprisonment and fines of up to AED 1,000,000 under UAE law.
• Any user found listing counterfeit items will be permanently banned from the Platform and reported to the competent UAE authorities.
• If an item is verified as counterfeit during authentication or dispute resolution, the item will not be returned to the Seller. In accordance with Federal Decree-Law No. 42 of 2023, RELOF will surrender the illicit item to the competent UAE authorities for destruction or disposal to prevent re-circulation.

RELOF respects the intellectual property rights of brand owners and will cooperate with rights holders and law enforcement in investigating suspected infringements.

7. Pricing and Offers

7.1. Pricing Modes

Sellers may list items at a fixed price or enable Silent Bargaining, which allows Buyers to submit offers. When Silent Bargaining is enabled, the Seller sets a minimum acceptable price. Offers at or above the minimum acceptable price are automatically accepted.

7.2. Counter-Offers

A Seller may respond to a Buyer's offer with a Counter-Offer. Counter-Offers expire twenty-four (24) hours after issuance if not accepted by the Buyer.

7.3. Offer Cooldown

Following a declined or expired offer, a Buyer must wait twenty-four (24) hours before submitting a new offer on the same listing.

7.4. Offer Expiry on Status Change

All active offers on a listing automatically expire when the listing's status changes (e.g., the item is sold, removed, or reserved).

8. Fees and Commissions

8.1. Seller Protection & Platform Fee

Upon the successful completion of a sale, a Seller Protection & Platform Fee is deducted from the Seller's earnings. This fee contributes to platform operations, dispute resolution, and seller-side protections. The applicable fee rate is displayed to the Seller at the time of listing and at checkout.

8.2. Buyer Protection Fee

A Buyer Protection Fee is included in the total price displayed to the Buyer at checkout. There are no hidden or surprise charges; all fees are transparently presented before purchase confirmation.

8.3. No Listing or Subscription Fees

RELOF does not charge listing fees, monthly subscription fees, or upfront charges for using the Platform. Fees are only incurred upon the successful completion of a transaction.

8.4. Authentication Fees

Where authentication is required or requested, tiered authentication fees may apply based on the brand category (e.g., specific luxury houses, streetwear brands, or other designer labels). The applicable authentication fee is displayed to the user before confirmation.

8.5. SNAD Dispute Deposit

To initiate a Significantly Not As Described (SNAD) claim, the Buyer may be required to provide a refundable security deposit, calculated as a percentage of the order price and subject to a cap, as displayed at the time of dispute submission. This deposit is fully refunded if the claim is upheld.

8.6. Fee Modifications

RELOF reserves the right to modify its fee structure at any time. Any changes will be communicated to users in advance and will apply to transactions initiated after the effective date of the change.

9. Authentication and Verification

9.1. Mandatory Authentication

Authentication is mandatory for items priced at or above the threshold set forth in the applicable platform settings. This threshold is determined by RELOF and may be updated from time to time.

9.2. Optional Authentication

For eligible designer brands priced below the mandatory threshold, Buyers or Sellers may request optional authentication, subject to the applicable authentication fee.

9.3. Authentication Process

Authentication is performed by an independent specialist verification partner. Upon successful authentication, an Authentication Certificate is generated and shared with the Buyer. RELOF does not perform authentication in-house.

9.4. Seller Security Deposit

Where authentication is required, a security deposit may be pre-authorized on the Seller's payment method. This deposit is captured if the item is verified as counterfeit or if the Seller fails to ship the item following successful authentication. If authentication passes and the transaction completes normally, the deposit hold is released.

9.5. Authentication Disclaimer

Services provided by RELOF's independent specialist verification partner constitute an independent professional opinion. They do not constitute a guarantee, endorsement, or certification from the original manufacturer or brand. Only written confirmation from the original brand or a RELOF-approved expert is accepted as definitive evidence of authenticity in the event of a dispute.

10. Order Lifecycle and Timelines

The following lifecycle governs all Orders on the Platform (except where expressly varied for RELOF Select in Section 14):

1. Purchase and Pre-Authorization: When a Buyer completes a purchase, the total amount (including item price, Buyer Protection Fee, and delivery fee) is pre-authorized on the Buyer's payment method. No funds are captured at this stage.
2. Seller Acceptance (24 Hours): The Seller has twenty-four (24) hours from the time of purchase to accept the Order. If the Seller does not accept within this window, the Order is automatically cancelled and the pre-authorization is released.
3. Authentication (If Required): If the item requires authentication, the Seller must submit the item for verification. The order timeline pauses during the authentication process, which typically takes up to six (6) hours.
4. Shipping Scheduling (2 Calendar Days): Following acceptance (or successful authentication, if applicable), the Seller has two (2) calendar days to schedule a courier collection. Failure to schedule collection within this period may result in automatic cancellation.
5. Collection and Delivery: The logistics partner collects the item from the Seller and delivers it to the Buyer, typically within the same day (estimated one to two (1-2) hours from collection).
6. Buyer Inspection – Acceptance Window (24 Hours): The Buyer has twenty-four (24) hours from documented delivery to inspect the item and, if necessary, raise a dispute via the Platform. If no dispute is raised within this window, the Order is deemed "Accepted."
7. Payment Capture and Payout: Upon acceptance (whether express or by expiry of the Acceptance Window), the pre-authorized payment is captured and the Seller's earnings (less applicable fees) are credited to the Seller's Wallet.

11. Payments and Financial Processing

11.1. Payment Processing

All financial transactions on the Platform are processed through our authorized third-party payment partner, one of the leading GCC fintech providers. RELOF utilizes a pre-authorization model: funds are held but not captured until the transaction is finalized.

11.2. No Card Data Storage

RELOF does not directly hold, store, read, or share any raw credit card data. All payment information is handled exclusively by the payment processor in compliance with applicable PCI DSS standards.

11.3. Processing Fees

Payment processing fees charged by the payment partner are borne by RELOF and are not passed on to users.

11.4. Liability Disclaimer

RELOF is not liable for any delays, errors, or failures caused by the payment processor, the User's bank, or any other financial intermediary involved in processing the transaction.

12. RELOF Wallet and Withdrawals

12.1. Wallet Purpose

The RELOF Wallet is used exclusively for tracking Seller earnings from completed sales. The Wallet balance cannot be used for making purchases on the Platform.

12.2. Withdrawals

Sellers may withdraw their Wallet balance to a registered bank account, subject to a minimum withdrawal amount of AED 15. A withdrawal fee may apply as displayed at the time of withdrawal request. Bank transfers are typically processed within one (1) to three (3) business days.

12.3. Charitable Donations

Sellers have the option to donate all or part of their Wallet balance to RELOF's partner charities directly from the Wallet.

13. Shipping and Delivery

13.1. Service Area

RELOF currently offers door-to-door delivery within Dubai and Abu Dhabi.

13.2. Zone-Based Delivery Fees

Delivery fees are calculated based on a zone-based delivery matrix covering Dubai (9 zones) and Abu Dhabi (9 zones), with fees ranging from AED 29.95 to AED 99.95 depending on the pickup and delivery zones. The exact delivery fee is displayed to the Buyer at checkout. In the event of a discrepancy between the estimated and actual delivery zones, the delivery fee may be adjusted accordingly.

13.3. Logistics Partner

All deliveries are handled by verified professional captains through our leading Middle Eastern technology logistics partner. Sellers are not required to print labels, arrange packaging materials, or visit any drop-off point.

13.4. Seller Shipping Deadline

Sellers must schedule courier collection within two (2) calendar days of accepting an Order (or following successful authentication, if applicable). Failure to meet this deadline may result in automatic cancellation of the Order.

13.5. Missed Pickup or Delivery

In the event of a missed pickup or delivery attempt, the logistics partner will coordinate rescheduling. RELOF is not liable for delays caused by the User's unavailability.

14. RELOF Select

14.1. Overview

RELOF Select is a curated collection of exceptional luxury pieces sourced by RELOF's specialised team. Each item is hand-picked and undergoes thorough quality and authenticity checks before being listed on the Platform. For RELOF Select transactions, RELOF acts as the Seller.

14.2. Delivery Timeline

RELOF Select items may require an extended delivery period of up to fourteen (14) days from purchase, as items may be sourced from various locations and require authentication and quality verification prior to dispatch.

14.3. Complimentary Services

All RELOF Select items include complimentary shipping and authentication at no additional cost to the Buyer.

14.4. Authenticity Guarantee

Every RELOF Select item carries the RELOF Authenticity Guaranteed badge. Your item will be authenticated by our independent specialist verification partner, with the Authentication Certificate shared with you following the successful item authentication.

14.5. Buyer Protection

The same Buyer protection and dispute resolution mechanisms described in these Terms apply to RELOF Select purchases. Following delivery, the standard twenty-four (24) hour Acceptance Window applies.

15. Returns, Acceptance, and Disputes

15.1. Order Cancellation

A Buyer may cancel an Order for a full refund at any time before the Seller has scheduled courier collection.

15.2. Acceptance Window

The Buyer's inspection period is strictly limited to twenty-four (24) hours from documented delivery. If no dispute is reported via the Platform within this window, the Order is deemed "Accepted" and funds are released to the Seller.

15.3. Return Policy – Individual Sellers (C2C)

Items sold by individual Sellers are Final Sale. RELOF does not facilitate returns for change of mind, fit, taste, or buyer's remorse.

15.4. Return Policy – Professional Partners (B2C)

In compliance with UAE Consumer Protection Law, items sold by verified professional partners may be returned within three (3) days of delivery, provided the item is returned in its original condition with the RELOF Security Tag intact and unbroken.

15.5. SNAD Disputes

A Buyer is eligible for a refund if the item is Significantly Not As Described (SNAD), including cases of proven inauthenticity or undisclosed major damage. To initiate a SNAD claim:

• The claim must be submitted within the twenty-four (24) hour Acceptance Window.
• The Buyer must provide video evidence documenting the discrepancy.
• A refundable security deposit may be required to initiate the claim.

15.6. Confiscation of Counterfeits

If an item is verified as counterfeit during the dispute process, the Seller acknowledges that the item will not be returned to them. In accordance with Federal Decree-Law No. 42 of 2023, RELOF will surrender the illicit item to the competent UAE authorities for destruction or disposal.

15.7. Indemnification

Users agree to indemnify and hold RELOF harmless against any and all legal costs, damages, and liabilities arising from fraudulent activity, including but not limited to "wardrobing" (wearing and returning items) or filing false SNAD claims.

16. Charitable Allocations

RELOF pledges a portion of proceeds from completed transactions to partner charities, including The Little Wings Foundation and Stray Dogs Center UAQ.

• Processing: Charitable allocations are processed only after the Acceptance Window closes and the transaction is finalized.
• Non-Reversibility: Users acknowledge that once a transaction is finalized, the charitable contribution is non-refundable, even in the event of a subsequent dispute.
• Transparency: Users may view the impact of their contributions through the Platform's dedicated impact section.

17. Data Privacy and Residency

17.1. UAE Data Compliance

RELOF recognizes the high profile of our community and adheres strictly to Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL).

17.2. Data Residency

All sensitive user data is stored and processed in compliance with UAE data residency requirements.

17.3. No Sale of Personal Data

RELOF does not sell your personal data to third parties for marketing purposes without your explicit consent, in accordance with Article 5 of the PDPL.

17.4. Privacy of User Information

Personal data (including addresses and contact details) is never visible to other users on the Platform. Only authorized logistics captains receive the minimum information necessary to complete deliveries.

17.5. Cybercrimes

Any attempt to hack, scrape, or illegally access user data or Platform systems will be prosecuted under Federal Decree-Law No. 34 of 2021 on Combatting Rumours and Cybercrimes.

18. User Conduct and Community Standards

18.1. Community Values

RELOF is built for the GCC community and expects all users to conduct themselves with respect, integrity, and in accordance with local cultural norms. Harassment, abuse, or discriminatory behaviour toward other users will not be tolerated.

18.2. Seller Performance

RELOF operates a gamification and performance tracking system. Sellers earn recognition for timely shipping, quality packaging, accurate item descriptions, and positive buyer experiences. Conversely, violations such as late shipments, inaccurate descriptions, or cancelled orders may result in reduced visibility or account restrictions.

18.3. Account Restrictions

RELOF reserves the right to suspend, restrict, or permanently terminate any user account for violations of these Terms, including but not limited to listing counterfeit goods, engaging in fraudulent transactions, or repeated poor performance.

18.4. Vacation Mode

Sellers may activate Vacation Mode to temporarily hide their listings and pause incoming orders. During Vacation Mode, no new purchases can be made on the Seller's listings.

19. Limitation of Liability and Disclaimers

19.1. Limitation of Liability

To the maximum extent permitted by the laws of the United Arab Emirates, RELOF shall not be liable for any indirect, incidental, special, consequential, or punitive damages resulting from your use of, or inability to use, the Platform, including but not limited to damages for loss of profits, goodwill, data, or other intangible losses.

19.2. Platform Availability

RELOF provides the Platform on an "as is" and "as available" basis. We do not warrant that the Platform will be uninterrupted, error-free, or free from harmful components. RELOF reserves the right to modify, suspend, or discontinue any aspect of the Platform at any time without prior notice.

19.3. Third-Party Services

RELOF is not responsible for the acts, omissions, or availability of any third-party services integrated with the Platform, including payment processors, logistics partners, and authentication providers.

20. Governing Law and Dispute Resolution

20.1. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Emirate of Dubai and the applicable Federal Laws of the United Arab Emirates.

20.2. Jurisdiction

Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the Courts of Dubai.

20.3. Contact

For any questions, concerns, or legal notices regarding these Terms, please contact us at support@relofgcc.com.