For individuals registering an account or using Sufra services in Qatar

SUFRA PLATFORM TERMS AND CONDITIONS OF USE

Version 1.1 — Effective 14 September 2026

These Sufra Platform Terms and Conditions of Use (the “Terms”) govern registration for and access to the Sufra app, website, digital menus, bookings, orders, guest profiles, offers and related services (the “Services”). The Sufra Privacy Policy is incorporated by reference for transparency and contractual context, but privacy consent remains separate wherever Qatar law requires a specific consent.

QUICK SUMMARY - the full Terms below govern

Registration acceptance and the contracting party

Sufra Technology W.L.L., Commercial Registration No. 233626, Building 15, Street 2322, Zone 51, Floor 2, Qatar Science & Technology Park, Doha, State of Qatar (“Sufra”, “we”, “us” or “our”), operates the Platform and provides the Services.

Before registration is completed, the Platform should display a clear link to these Terms beside a separate, unticked checkbox stating “I agree to the Sufra Platform Terms and Conditions of Use”. By selecting that checkbox and submitting the registration, you confirm that you have read, understood and accepted the version displayed. Acceptance of these Terms must not be bundled with any optional marketing or privacy consent.

An Account is not created until the required acceptance is recorded. Sufra may retain the accepted version, effective date, date and time of acceptance, Account identifier, device or technical record reasonably needed to evidence acceptance. If you do not agree, do not complete registration. Any specific Booking, Order, promotion or paid feature may also require acceptance of clearly displayed Transaction Terms before confirmation.

Electronic offer, acceptance, records and automated contracting are intended to operate in accordance with Decree-Law No. 16 of 2010 on Electronic Transactions and Commerce. Clauses concerning intellectual property, prohibited use and liability apply to public browsing to the extent legally relevant, but public browsing alone is not treated as consent to optional Personal Data processing or marketing.

Nothing in these Terms excludes, restricts or replaces a right, remedy, disclosure or standard that Qatar law does not permit the parties to waive, including applicable rights under Law No. 8 of 2008 on Consumer Protection.

Definitions and order of precedence

Priority

If documents conflict, the following order applies: (a) mandatory Applicable Law; (b) Transaction Terms expressly displayed and accepted for the affected Booking or Order; (c) specific promotion, credit or reward terms; (d) these Terms; and (e) the Privacy Policy for Personal Data matters only. A Merchant’s separate terms may govern its Merchant Products but do not amend Sufra’s obligations or make Sufra the Merchant unless Sufra expressly agrees in writing.

Eligibility, registration and Accounts

Eligibility

Accounts are intended for individuals aged 18 or over. Do not create an Account if you are under 18 unless Sufra has expressly enabled a lawful guardian-consent process and any required regulatory permission. By accepting these Terms, you confirm that you have legal capacity to contract and that the Services are used for personal, lawful and non-commercial purposes.

Account information

• Provide accurate, current and complete information and keep it updated.
• Maintain one personal Account unless Sufra authorises otherwise; do not sell, transfer or share an Account.
• Protect your device, login and one-time codes. Notify Sufra promptly of suspected unauthorised access.
• You are responsible for activity authorised through your Account until Sufra is notified, except to the extent the activity results from Sufra’s breach or Applicable Law provides otherwise.
• Do not impersonate another person or submit another person’s data without lawful authority.

Nature of the Services and Merchant relationship

Sufra’s role

Sufra supplies the Platform and may facilitate discovery, profiles, reservations, ordering, communications, payments, refunds, loyalty functionality and support. Unless the relevant transaction screen expressly identifies Sufra as the seller or supplier, Sufra does not prepare, manufacture, own or sell Merchant Products and does not operate the Merchant’s premises.

The Merchant’s role

The Merchant is an independent business and is normally the seller and supplier of Merchant Products. The Merchant is responsible for its licences, premises, staff, menu and price accuracy, availability, ingredients, nutrition and allergen declarations, food preparation, hygiene, quality, fulfilment, invoices, cancellation and refund obligations, and compliance with consumer and food laws.

Separate contracts

Your electronic acceptance of these Terms creates the binding terms governing your Account and use of the Platform. A separate contract for Merchant Products is formed between you and the Merchant when the Merchant accepts the Order or confirms the Booking. Where you pay through the Platform, Sufra acts as the Merchant's disclosed agent for receiving that payment, and otherwise as a disclosed communications agent, in each case without taking title to the Merchant Products and without becoming the supplier or a party to that separate contract.

Where Sufra expressly sells a paid Sufra service in its own name, Sufra remains responsible for that service under these Terms and mandatory Applicable Law.

Browsing, digital menus and Merchant information

Merchant Content is supplied by or on behalf of the Merchant. Sufra may format, host, translate, moderate or remove content but does not routinely test food, inspect kitchens or independently verify every description, image, ingredient, allergen, certification, availability or price.

• Images are illustrative unless expressly stated otherwise; presentation, portion and packaging may vary.
• Availability may change before an Order is accepted. A Merchant may remove or amend an item or Booking slot.
• Prices applicable to a proposed transaction and all mandatory charges should be displayed before confirmation. Prices may differ from in-venue prices where that difference is clearly disclosed.
• If a displayed price or description contains an obvious error, the Merchant may correct it before acceptance. No higher amount may be charged without your confirmation, and mandatory pricing rights remain unaffected.
• Paid placement, sponsorship or promotional ranking should be identified where Applicable Law requires. Recommendations do not constitute a guarantee or professional advice.

Report material inaccuracies to info@sufra.tech. Sufra may refer the issue to the Merchant, restrict content or take another reasonable step, but the Merchant remains responsible for correcting Merchant Content it controls.

Bookings and table reservations

Request and confirmation

Submitting a Booking is a request. It becomes confirmed only when the Platform or Merchant issues a confirmation. Check the Merchant, branch, date, time, party size, service, deposit and special conditions before confirming.

Arrival, changes and no-shows

• Arrive on time and notify the Merchant or Sufra promptly if you need to change or cancel.
• The Merchant may release a table after a disclosed grace period or apply a deposit, cancellation or no-show charge only where the condition and amount were clearly displayed and accepted before confirmation, subject to mandatory law.
• A confirmed Booking does not guarantee a particular table, view, waiter, menu item or service duration unless expressly confirmed as a Transaction Term.
• Event, private-dining or prepaid Bookings may carry additional terms shown before payment.

Merchant cancellation

A Merchant may cancel or change a Booking because of closure, overbooking, safety, licensing, force majeure or another operational reason. Sufra will use reasonable efforts to notify you and, where appropriate, help seek an alternative or process a refund of an amount collected for a service not provided. This does not affect any right against the legally responsible party.

Orders and fulfilment

Formation of an Order

A menu listing is an invitation to place an Order, not a binding offer by Sufra. Your submission is an offer to buy from the Merchant. A selection stored in a basket is not an Order. The contract for Merchant Products is formed when the Merchant accepts the Order or the Platform issues an acceptance on the Merchant’s behalf.

Review and acceptance

• Review the Merchant, branch, items, quantities, modifications, collection details, total price and payment method before submission.
• The Merchant may reject an Order for unavailability, closure, capacity, location, payment, legal, safety or suspected-fraud reasons.
• A material substitution or price increase requires your approval unless the accepted Transaction Terms clearly permit an equivalent substitution and Applicable Law allows it.
• Special instructions are requests only. They are binding only if the Merchant expressly accepts them, and they do not replace direct allergy communication under the section "Allergies, dietary requirements and food safety" below.

Cancellation and fulfilment

You may request cancellation through the available channel. Once a Merchant accepts and begins preparing a perishable or customised item, cancellation or a full refund may no longer be available unless the Merchant agrees or Applicable Law requires it. The applicable rule must be displayed before confirmation where relevant.

Preparation and collection times are estimates unless expressly guaranteed. The responsible fulfilment provider should be identified where relevant. Risk in Merchant Products normally passes on collection, subject to mandatory consumer law and the Merchant's responsibility for defects existing before handover.

Prices, fees, payment and refunds

Total price

Before confirmation, the Platform should display the Merchant Product price and any Sufra transaction fee or other mandatory fee, together with applicable tax. An optional tip must be separately chosen and may not be pre-selected where prohibited.

Payment authorisation

By selecting a payment method, you authorise the stated amount and any disclosed pre-authorisation. Your payment is processed by Tap Payments, which applies its own lawful terms. Sufra operates the marketplace account through which your payment is recorded and passes the Merchant's share to the Merchant. Sufra acts as the Merchant's disclosed agent for receiving your payment, and payment discharges your obligation to the Merchant for that amount once the Platform confirms the payment succeeded. Sufra is not a bank and is not a payment service provider, and does not hold your funds on deposit. Full card numbers and security codes are handled by the payment provider and are not stored by Sufra. Where a Sufra transaction fee applies to the Merchant, it is deducted from the Merchant's share; it is not an additional charge collected from you unless a fee is clearly shown to you before you confirm.

The Merchant is responsible for issuing any invoice or tax document required for Merchant Products. Sufra is responsible for an invoice relating to a fee charged in Sufra’s own name.

Failed or duplicate payments

A failed payment does not complete the transaction. Sufra or the Merchant may request another method. If you identify a duplicate or incorrect charge, report it promptly with the transaction reference so it can be investigated. A temporary authorisation may take time to be released by your bank.

Refunds

The Merchant is responsible for the goods and services supplied and for deciding whether a refund is due. Because your payment is recorded through Sufra's marketplace account, Sufra provides the mechanism by which a refund is issued and may receive, investigate, route or process a refund as the Merchant's agent or as a customer-service measure. A courtesy refund does not admit legal liability. Approved refunds normally return to the original payment method, and bank processing times are outside Sufra's control.

Where a paid item or service is not supplied, materially differs from the accepted description, is defective, unsafe or otherwise attracts a mandatory remedy, your rights under Applicable Law prevail. Do not use an unjustified chargeback to avoid paying for a properly supplied transaction; Sufra may suspend an Account while a disputed payment is investigated.

Promotions and discounts

Sufra or a Merchant may offer promotional codes or discounts from time to time. Each offer has its own terms, is personal, non-transferable, and is not redeemable for cash. A Merchant-funded offer remains subject to the Merchant's availability and product terms. Sufra may correct an obvious error or reverse fraudulent, automated or duplicate use.

Allergies, dietary requirements and food safety

The Merchant is responsible for ingredients, recipes, substitutions, cross-contamination controls, food preparation, hygiene, packaging and staff advice. Sufra does not control the kitchen and does not warrant that a product is allergen-free, halal, vegetarian, vegan, gluten-free or suitable for a medical condition merely because Merchant Content says so.

Allergy, health, religious and children’s information may be Special Nature Personal Data. Its processing is governed by the Privacy Policy, designated consent controls and any regulatory permission required under Qatar law. Do not place another person’s Special Nature Personal Data into the Platform without lawful authority.

If you experience a medical emergency, seek professional emergency assistance immediately. Sufra is not a medical service and Platform recommendations are not medical advice.

User conduct and prohibited use

Use the Services lawfully, honestly and only for their intended personal purpose. You must not:

• create false Accounts, impersonate another person, submit fake Bookings or Orders, or provide misleading transaction information;
• harass, threaten, discriminate against or abuse a Merchant, its staff, another user or Sufra personnel;
• misuse a refund, promotion, credit, loyalty benefit, referral, chargeback or complaint process;
• scrape, crawl, copy, harvest, monitor or commercially exploit the Platform, Merchant Content or user data without written permission;
• reverse engineer, decompile, probe, bypass or interfere with security, access controls, rate limits, QR redirects, APIs or technical operation;
• upload malware, unlawful content or material infringing privacy, confidentiality, intellectual property or another right;
• use bots, scripts, multiple Accounts or another automated method to obtain a benefit or disrupt availability;
• resell the Services, use them for an unauthorised business purpose, or imply endorsement by Sufra; or
• attempt to identify a pseudonymous user or access data not intended for you.

Sufra may investigate suspected misuse, preserve evidence, restrict a feature, cancel an affected transaction, suspend an Account or make a lawful report. Action will be proportionate where reasonably practicable and does not determine criminal or civil liability.

User Content, reviews and feedback

User Content

If the Services allow reviews, photographs, comments, preferences or other content (“User Content”), you retain ownership but grant Sufra a non-exclusive, worldwide, royalty-free licence to host, reproduce, format, translate, moderate, display and distribute it only for operating, promoting and improving the Services and relevant Merchant experience. The licence ends when content is deleted, except for lawful archives, prior distributions and de-identified analytics.

You confirm that User Content is truthful, based on genuine experience, lawfully provided and does not contain unlawful, defamatory, discriminatory, abusive, misleading, confidential, infringing or privacy-invasive material. Do not publish Special Nature Personal Data or another person’s image without lawful authority.

Sufra may moderate, restrict or remove User Content where reasonably believed to breach these Terms, law, a platform rule or another person’s rights. Sufra does not endorse User Content and is not obliged to publish every submission.

Feedback

Ideas or feedback sent to Sufra may be used without payment or confidentiality obligation, provided Sufra does not identify you publicly without permission and continues to protect Personal Data under the Privacy Policy.

Intellectual property and licence

The Platform, software, design, databases, Sufra name and logos, documentation, algorithms and Sufra-created content are owned by or licensed to Sufra and protected by Applicable Law. Merchant Content remains owned by or licensed to the Merchant or its licensors.

Sufra grants you a limited, personal, revocable, non-exclusive, non-transferable licence to access and use the Services for their intended purpose during your compliance with these Terms. No source code, ownership, trademark right, data right or other intellectual property is transferred.

You may not copy, adapt, publish, distribute, sell, sublicense, frame, mirror or create derivative works from the Platform except where Applicable Law expressly permits and cannot lawfully be excluded. App-store platform terms may also apply to installation and updates, but do not replace these Terms.

Privacy, marketing and communications

Privacy allocation

The Privacy Policy explains how Sufra processes Personal Data. Sufra acts as controller for Account registration, Sufra-wide profiles, consent records, Platform security, Sufra analytics and Sufra communications. When data is disclosed to a Merchant for a Booking, Order, visit, service or permitted marketing, the Merchant normally acts as an independent controller for its own processing.

Acceptance of these Terms is not consent to every data use. Where Qatar law requires a specific or explicit consent, including for some Special Nature Personal Data, marketing or non-essential tracking, Sufra or the Merchant will request it separately. You may withdraw it as described in the Privacy Policy.

Communications

Sufra may send confirmations, Order status, Booking changes, security alerts, support responses, legal notices and other service communications needed to provide or protect the Services. Marketing from Sufra or a Merchant requires the applicable current opt-in and must provide an effective opt-out.

You agree that contractual notices may be provided electronically through the Platform, your registered contact details or a published notice where appropriate. Keep contact details current. A notice is treated as received when delivered to the Platform or contact channel, subject to proof and mandatory law.

Third-party services

The Services may interoperate with independent payment providers, banks, map services, messaging providers, app stores, delivery providers, devices, websites or other third parties. Their separate terms and privacy notices may apply where clearly identified.

Sufra is not responsible for an independent third party’s products, content, availability, security or acts merely because a link or integration is provided. This does not exclude Sufra’s responsibility for its own selection, instructions, processing, representations or other duties that Applicable Law places on Sufra.

Do not rely on a third-party link as evidence of Sufra endorsement. Sufra may change or remove an integration where needed for security, law, compatibility or service quality.

Availability, external failures and force majeure

Availability

Sufra will use commercially reasonable efforts to operate the Services with reasonable skill and care. No minimum uptime, uninterrupted access, service credit or guaranteed restoration time applies unless Sufra expressly agrees in writing for a paid Sufra service. Maintenance, security work, updates and urgent suspension may affect availability.

External failures; no compensation

To the maximum extent permitted by Applicable Law, Sufra is not liable for, and no compensation, damages, credit or other remedy is due from Sufra for, an interruption, delay, degradation, error, failed transmission or unavailability that is not caused by Sufra’s breach and is beyond Sufra’s reasonable control. This includes failures of electricity, internet or telecommunications networks, a User device, Merchant or POS system, payment provider, bank, cloud or hosting provider, third-party software or API, QR redirect, delivery provider, cyberattack, malicious third-party act or governmental action.

Sufra will use commercially reasonable efforts to mitigate and restore an affected Service where reasonably practicable. Those efforts are not an admission of liability. This Clause does not remove a refund due for a paid item or service that was not supplied, does not excuse Sufra’s own breach, and does not exclude any liability or consumer remedy that Applicable Law does not permit to be excluded.

Force majeure

Neither Sufra nor the affected Merchant is responsible for delay or non-performance caused by an event beyond its reasonable control, including natural disaster, extreme weather, public-health emergency, war, civil disorder, embargo, governmental restriction, utility or national-network failure, or widespread cyber incident, provided the affected party takes reasonable steps to mitigate. Payment already taken for a transaction that cannot be supplied will be refunded or otherwise remedied as required by Applicable Law.

Warranties and disclaimers

Sufra warrants that it has authority to enter into these Terms and will provide its own Services with reasonable skill and care. Except for express statements in these Terms and mandatory law, the Platform is provided on an “as available” basis.

Sufra does not warrant that the Platform will be uninterrupted, error-free, compatible with every device, available in every location, or that every defect will be corrected immediately. Sufra does not guarantee a Merchant, table, product, delivery time, price saving, recommendation, commercial outcome or dining experience.

Merchant Content and Merchant Products remain the Merchant’s responsibility. Ratings, popularity, taste profiles and recommendations are informational and may reflect algorithms, availability, preferences, sponsorship or prior interactions. They are not medical, nutritional, legal or financial advice.

Nothing in this Clause excludes an express warranty, statutory standard or consumer protection that Applicable Law makes mandatory.

Liability and mandatory consumer rights

Mandatory rights first

Nothing in these Terms excludes or restricts Sufra’s liability for fraud, wilful misconduct, gross negligence, death or personal injury to the extent legally attributable, breach of mandatory Personal Data obligations, or any liability or fair consumer compensation that Applicable Law does not permit to be excluded or limited.

Allocation of responsibility

Excluded loss and cap where lawful

To the extent permitted by Applicable Law, Sufra is not liable for indirect or consequential loss, loss of profit, revenue, opportunity, goodwill, reputation or business data, particularly where the Services were used for an unauthorised commercial purpose. You must take reasonable steps to mitigate recoverable loss and may not recover twice for the same harm.

Where Applicable Law permits a financial cap for a claim not covered by "Mandatory rights first" above, Sufra’s total aggregate liability will not exceed the greater of: (a) the amounts paid directly to Sufra for the affected Service during the twelve (12) months before the event; and (b) QAR 1,000. This cap is applied only to the extent a competent court considers it lawful and fair and does not restrict any mandatory right to fair compensation.

Transaction remedy

For a paid Merchant Product or Sufra service not supplied, the ordinary first remedy is cancellation, re-performance, replacement, correction, price adjustment or refund as appropriate to the circumstances and Applicable Law. This does not prevent additional compensation where the legally responsible party caused proven recoverable damage and the law requires it.

Suspension, Account closure and termination

Suspension by Sufra

Sufra may restrict a feature, place a transaction on hold or suspend an Account where reasonably necessary to protect security or Personal Data, prevent fraud or unlawful use, comply with law or a binding direction, investigate a payment dispute, protect Users or Merchants, or address a serious or repeated breach. Notice and an opportunity to respond will be given where reasonably practicable, except where urgent action or law prevents it.

Closure by you

You may stop using the Services and request Account closure through the available settings or info@sufra.tech. Closure does not cancel an accepted Order, confirmed Booking, payment, refund, dispute or obligation already accrued. Personal Data is handled under the Privacy Policy and applicable retention requirements.

Termination by Sufra

Sufra may terminate an Account for an irremediable breach, repeated material breach, fraud, abuse, unlawful activity, serious safety or security risk, or a legal requirement. Where the issue can reasonably be remedied, Sufra may first request correction. Any amount due for a cancelled transaction will be handled under the section "Prices, fees, payment and refunds" above and mandatory law.

Survival

Clauses that by nature must continue - including payment, intellectual property, privacy records, User Content licences already used, liability, dispute, governing law and general legal terms - survive suspension or closure to the necessary extent.

Changes to the Services and these Terms

Service changes

Sufra may add, modify, suspend or discontinue a feature for law, security, technology, Merchant availability, commercial or operational reasons. Sufra is not required to preserve a free feature indefinitely. A change will not retrospectively alter an accepted paid transaction, and any mandatory refund or remedy remains available.

Terms changes

Sufra may amend these Terms from time to time to reflect changes in law, guidance, Services, risk, providers or business operation. The current version and effective date will be published on the Platform. Material changes will be notified before taking effect where reasonably practicable.

Where a material contractual change requires affirmative acceptance, Sufra will request a fresh click acceptance before it applies. For other prospective changes, continued use after the notified effective date constitutes acceptance to the extent permitted by Applicable Law. A change is not retrospective and does not remove an accrued right or remedy.

If you do not accept a change, stop using the affected Service and close the Account before the effective date, subject to completing existing transactions. Silence or continued use is not treated as consent to Personal Data processing where Qatar law requires a specific or explicit consent.

Complaints and customer support

For an Account, Platform, payment-routing or Sufra service issue, contact info@sufra.tech with the Account contact, Merchant, branch, date, reference and a concise description. Do not send unnecessary identity or payment-card data.

For food, Merchant service, ingredient, allergen, premises, cancellation or Merchant refund issues, contact the Merchant promptly and copy Sufra if Platform assistance is needed. Sufra may route the complaint, request records, facilitate a response or take Platform action, but does not replace the Merchant as the legally responsible supplier.

Sufra will use reasonable efforts to acknowledge and investigate a valid complaint without undue delay. Nothing prevents you from contacting the competent Consumer Protection authority, National Cyber Security Agency for a privacy matter, another competent regulator or the courts of Qatar.

General legal terms

Entire agreement

These Terms, applicable Transaction Terms, specific programme terms and the Privacy Policy contain the agreement between you and Sufra concerning the Services. They do not replace the separate contract between you and a Merchant for Merchant Products.

Severability and mandatory adjustment

If a provision is invalid, void or unenforceable, it will be severed or reduced only to the minimum extent necessary, and the remainder continues. A court may interpret a limitation so it operates only to the maximum extent permitted by mandatory consumer law.

No waiver

A delay or failure to enforce a right is not a waiver. A waiver must be clear and applies only to the specific circumstance stated.

Assignment

You may not transfer an Account or assign these Terms without Sufra’s written consent. Sufra may assign these Terms to an affiliate or successor in connection with a reorganisation, financing or transfer of the Services, provided mandatory consumer and privacy rights are preserved and required notice is given.

No partnership or authority

These Terms do not create employment, partnership, joint venture or general agency between you and Sufra. A limited collection or communications role for a Merchant does not authorise either party to bind the other beyond the disclosed transaction.

Headings, records and language

Headings assist reading and do not limit interpretation. Electronic records may evidence a transaction subject to Applicable Law. Sufra may publish Arabic and English versions. The Arabic version will prevail to the extent mandatory Qatar law requires; otherwise the version expressly accepted for the transaction governs, interpreted consistently with mandatory law.

Governing law and jurisdiction

These Terms and any non-contractual obligation arising from the Services are governed by the laws of the State of Qatar. Subject to any mandatory consumer forum or regulator, the competent courts of the State of Qatar have exclusive jurisdiction.

Before filing a claim, the parties should attempt in good faith to resolve it through customer support, unless urgent relief, a limitation period or mandatory law requires immediate action. This does not restrict access to a competent authority or court.

Contact information

END OF PLATFORM TERMS OF USE • VERSION 1.1 • EFFECTIVE 14 SEPTEMBER 2026