These Customer Terms and Conditions (the “Terms”) are entered into between Baaza FZ LLC, a company incorporated in the United Arab Emirates, and/or any of its direct or indirect affiliates that operate the Baaza platform (collectively, “Baaza”, “we”, “us”), and you, the individual or legal entity accessing or using the Platform as a customer (“Customer”, “you”, “your”).
Baaza provides a technology marketplace consisting of a website and a mobile application (collectively, the “Platform”) that enables customers to submit requests for services, receive bids or quotations from independent service providers, select service providers, and enter into direct service arrangements for the performance of the requested services (the “Services”). Baaza may, from time to time, introduce additional service categories, products, or features through the Platform, and unless Baaza expressly states otherwise, any such services made available through the Platform shall be subject to and governed by these Terms, as amended from time to time.
You accept and agree to be bound by these Terms when you: (a) click “accept” or otherwise electronically agree; (b) create or access a Baaza account; or (c) use the Platform in any manner to submit service requests, review bids, communicate with service providers, or engage Services.
If you are acting on behalf of a legal entity, you represent and warrant that you have full authority to bind that entity, and references to “you” include that entity.
1. Definitions
For the purposes of the Terms, the following capitalised terms shall have the meanings set out below. Definitions apply equally to the singular and plural forms.
Affiliate means, with respect to an entity, any other entity that directly or indirectly controls, is controlled by, or is under common control with that entity, where "control" means the direct or indirect ownership of more than fifty percent (50%) of the voting power or the ability to direct management or policies, whether through ownership, contract, or otherwise.
Customer or you means any individual or legal entity that accesses or uses the Platform to submit a request for Services, solicit bids or quotations from Service Providers, and/or enter into a direct service arrangement with a Service Provider.
Service Provider means any independent third-party individual or legal entity authorised by Baaza to offer and perform Services through or in connection with the Platform.
Services means any services offered, bid on, agreed, and/or performed solely by a Service Provider through or in connection with the Platform, including without limitation: (a) moving and logistics services, including packing, unpacking, loading, unloading, transport, installation, dismantling, storage, disposal, and ancillary services; (b) any other services, verticals, or service categories introduced by Baaza from time to time through the Platform.
Platform means Baaza's proprietary digital marketplace, including its website and mobile application, used to facilitate the submission of Service Requests, receipt and comparison of Bids, selection of Service Providers, and administrative management of interactions between Customers and Service Providers, and not for the provision of any Services.
Service Request means a request submitted by a Customer through the Platform describing the scope, location, timing, and other requirements for the requested Services and inviting Service Providers to submit Bids.
Bid means a quotation or offer submitted by a Service Provider through the Platform in response to a Service Request, setting out the proposed price and scope for performing the requested Services.
Bid Acceptance means the Customer's acceptance of a Bid through the Platform.
Confirmed Order means a Service Request in respect of which a Bid has been accepted, resulting in a binding service arrangement directly between the Customer and the Service Provider.
Service Fee (if applicable) means any platform, usage, or service fee charged by Baaza to Customers in consideration for access to or use of the Platform, as expressly disclosed at the time of use.
Order Amount means the total amount payable upon Bid Acceptance in respect of a Confirmed Order, inclusive of the Service Provider's charges, any Platform fees, and applicable taxes.
2. Role of Baaza
2.1 You acknowledge and agree that:
Baaza operates the Platform that acts as an online marketplace connecting Customers with independent third-party Service Providers for the offering, bidding, agreement, and performance of the Services, and facilitates bookings, communications, payment coordination, and related administrative tools, without itself providing the Services.
Service Providers are subject to onboarding requirements determined by Baaza, which may include submission and periodic update of licences, registrations, insurance, and compliance information. Baaza may suspend or remove Service Providers who fail to meet Platform requirements.
All Service Providers act as independent third parties. Baaza does not employ, manage, supervise, or control Service Providers or their personnel, and no employment, agency, or partnership relationship exists.
Any Confirmed Order creates a direct contractual relationship solely between you and the relevant Service Provider. Baaza is not a party to that contract.
Baaza does not provide or perform the Services and does not control their execution. Service performance and outcomes remain the sole responsibility of the Service Provider.
To the maximum extent permitted by law, Baaza is not liable for acts, omissions, delays, or outcomes arising from Services provided by Service Providers.
The Platform is provided on an "as is" and "as available" basis.
3. Your Account and Use of the Platform
3.1 Account and Use of Platform. To use the Platform and benefit from the Services, you must:
create and maintain an account on the Platform and provide accurate, complete, current, and truthful information, including at a minimum your full name, email address, phone number, and any other information required by the Platform, and promptly update such information if it changes;
use the Platform solely for its intended purpose, in good faith, and in compliance with these Terms and all applicable laws and regulations;
not misuse, interfere with, or attempt to circumvent the Platform;
not use the Platform in any manner that is fraudulent, misleading, abusive, harmful, or that adversely affects Baaza, Service Providers, other Customers, or the integrity of the Platform; and
be fully responsible for all Service Requests, Bid Acceptances, Confirmed Orders, and activities carried out through your account, including where an order is made for the benefit of, or on behalf of, a third party. All obligations arising from a Confirmed Order apply to the party placing the order, regardless of who ultimately receives or uses the Services.
3.2 Platform Communications, Restrictions, and Monitoring
All communications between Customers and Service Providers relating to any Service Request, Bid, Confirmed Order, or the Services shall be conducted exclusively through the Platform.
Prior to a Service Request becoming a Confirmed Order, Customers and Service Providers shall not request, exchange, disclose, or use any direct contact details (including but not limited to phone numbers, email addresses, messaging handles, or social media accounts).
Once a Service Request becomes a Confirmed Order, direct contact details may be exchanged solely to the extent reasonably necessary to perform the Services, and such communications shall be limited to operational coordination only and shall not be used to solicit, arrange, or perform any additional services outside the Platform.
All Platform communications, including messages and chats, may be monitored, reviewed, recorded, and retained by Baaza for the purposes of Platform integrity, compliance with these Terms, prevention of circumvention, fraud detection, dispute review, and quality control. By using the Platform, you acknowledge and consent to such monitoring. Baaza's monitoring of Platform communications does not constitute supervision, control, or responsibility for the Services or the Service Providers, and Baaza assumes no liability for the content of such communications.
Baaza reserves the right, at its sole discretion and without liability, to suspend, restrict, or terminate your access to the Platform, in whole or in part, with or without notice, if you breach these Terms, provide false or misleading information, misuse the Platform, or if Baaza reasonably determines that your conduct poses legal, operational, security, or reputational risk.
4. Engagement of Services
4.1 Service Requests
You may submit Service Requests through the Platform describing the scope, location (where applicable), preferred date and time slot, and any required supporting information, including photographs of the items to be moved, as required by the Platform.
4.2 Bids
Service Providers may submit Bids in response at their discretion. Each Bid is set by the Service Provider and should state the total price payable for the Services, inclusive of all applicable costs, fees, and taxes as determined by the Service Provider.
4.3 Bid acceptance
Once you accept a Bid through the Platform, a binding service arrangement is formed directly and exclusively between you and the relevant Service Provider at the agreed price, subject to any changes mutually agreed between you and the Service Provider. Baaza is not a party to that arrangement.
4.4 Scheduling, Access, and Permits
You are responsible for cooperating with the Service Provider to facilitate scheduling, providing necessary access, and obtaining any required permits or authorisations. Any delays or additional costs arising from your failure to cooperate or provide access may result in additional charges or cancellation fees.
4.5 Order Completion
A Confirmed Order shall be deemed completed only once the Service Provider has uploaded to the Platform clear and complete photographic evidence of all items moved as part of the Services, marked the Services as completed on the Platform, and such completion has been recorded and confirmed through the Platform’s system, and by using the Services and accepting these Terms, you acknowledge and agree that the Service Provider may take and upload such photographs solely for the purpose of evidencing performance and completion of the Services, with such photographs being limited to the items moved and not used for any other purpose.
4.6 Customer Review and Complaint Window
Following Order Completion, the Customer shall have twenty four (24) hours to submit any complaint, issue, or objection relating to the Services through the Platform (an Internal Complaint). Any Internal Complaint not raised within this period shall be deemed waived, and the Confirmed Order shall be treated as final, completed, and accepted for all purposes under these Terms.
5. Fees, Payment, and Taxes
5.1 -
Baaza may charge a platform fee, service fee, or other fees in connection with a Confirmed Order. Any applicable fees and taxes will be clearly disclosed on the Platform at the time of Bid Acceptance and checkout. By accepting a Bid and completing checkout, you agree to pay the Order Amount as displayed on the Platform, inclusive of all applicable fees and taxes. Payment for the Services may be made directly to the Service Provider or through the Platform, as applicable. Where payment is made directly to the Service Provider, the Service Provider may require advance payment prior to completion of the Confirmed Order or, at the latest, upon Order Completion, as communicated through the Platform.
5.2 -
Baaza does not currently charge any platform fees, service fees, or commissions to Customers. Baaza may amend its pricing structure or payment mechanisms from time to time. Any such changes apply prospectively only and will be reflected on the Platform prior to Bid Acceptance.
5.3 Payment Disputes and Overcharges.
Where a Customer alleges that a Service Provider has charged or attempted to charge amounts outside the Order Amount. Baaza may review and investigate the circumstances, including whether any alleged increase resulted from a material change to the Confirmed Order, inaccuracies in the information provided by the Customer, or other valid operational grounds.
Baaza may take appropriate measures with the Service Provider based on its findings, including requesting clarification, requiring corrective action, or applying platform-level consequences, without assuming liability for the payment itself.
Where no valid grounds exist for the additional charges, or where fraud, misrepresentation, or bad faith is identified, the Service Provider shall remain solely responsible for any overcharge, refund, or resulting dispute.
6. Cancellation Policy
6.1 Cancellation Before Bid Acceptance
You may cancel a Service Request at any time before accepting a Bid. Such cancellation is non-binding and does not give rise to any payment obligation to a Service Provider.
6.2 No Cancellation After Bid Acceptance
Once you accept a Bid, a Confirmed Order is formed. You may cancel or reschedule a Confirmed Order without penalty if you do so at least 24 hours before the scheduled service time. Rescheduling requests made less than 24 hours before the scheduled service time may be accepted at the Service Provider's discretion. Cancellations made less than 24 hours before the scheduled service time, or failure to make the Service available, may result in a cancellation fee. Where any advance payment has been made to the Service Provider, the Customer acknowledges and agrees that any refund, retention, or forfeiture of such payment is solely a matter between the Customer and the Service Provider, and the Customer must liaise directly with the Service Provider in this respect.
6.3 No-Show or Non-Responsiveness
If, after Bid Acceptance, you: (i) fail to appear at the agreed time or location; (ii) deny or fail to provide reasonable access required to perform the Services; (iii) cancel after the Service Provider has commenced outbound travel or mobilisation to perform the Services; or (iv) stop responding to reasonable communications required for performance of the Confirmed Order, (each a "No-Show"), the Confirmed Order shall be deemed completed. In the event of a No-Show:
you remain liable to pay the Order Amount in full;
you waive any right to a refund, credit, or price reduction;
and any dispute regarding payment or performance must be resolved directly with the Service Provider.
7. Reviews, Ratings, and Feedback
Following completion of a Confirmed Order, you may submit reviews or ratings through the Platform based on your genuine experience. You represent and warrant that any review or rating submitted is truthful, accurate, lawful, and not misleading, and does not contain abusive, defamatory, or inappropriate content.
All reviews and ratings are final once submitted and may not be edited, withdrawn, or deleted by you.
Baaza reserves the right, at its sole discretion, to remove or restrict any review or rating that it reasonably determines to be inaccurate, misleading, unlawful, or otherwise in breach of these Terms, and may retain internal records of such content for audit, compliance, or legal purposes.
You grant Baaza a perpetual, irrevocable, worldwide, royalty-free licence to use, display, reproduce, distribute, and otherwise exploit reviews and ratings in connection with the Platform and Baaza's business.
8. Intellectual Property
All intellectual property rights in and to the Platform, including its software, design, content, features, functionality, trademarks, and branding, are owned by or licensed to Baaza.
You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for its intended purpose as a customer, in accordance with these Terms.
You shall not:
copy, modify, reproduce, distribute, or create derivative works from the Platform;
reverse-engineer, decompile, scrape, or attempt to extract source code or data;
use the Platform for any commercial purpose other than requesting Services for your own use.
All rights not expressly granted to you are reserved by Baaza.
9. Data Protection and Privacy
Your access to and use of the Platform is subject to Baaza's Privacy Policy and Cookie Policy, which form an integral part of these Terms.
By using the Platform, you acknowledge and agree that:
Baaza processes personal data in accordance with applicable data protection laws;
Service Providers may independently process your personal data solely for the purpose of performing the Services; and
Baaza is not responsible for the data handling practices of Service Providers acting as independent controllers.
You are responsible for reviewing the Privacy Policy and Cookie Policy before using the Platform.
10. Limitation of Liability
To the maximum extent permitted by applicable law, Baaza shall not be liable for any indirect, incidental, consequential, special, punitive, or economic losses, including loss of profits, data, business, or opportunity, whether arising in contract, tort, negligence, or otherwise.
Baaza shall have no liability for any acts, omissions, delays, misconduct, or non-performance of any Service Provider, or for any loss, damage, injury, or dispute arising out of or in connection with the Services.
Where liability cannot be excluded under applicable law, Baaza's total aggregate liability in connection with any Confirmed Order shall be limited to the commission or platform fees actually paid to Baaza in respect of that Confirmed Order. If no such amounts were paid to Baaza, Baaza shall have no monetary liability.
11. Force Majeure
Neither Baaza nor any Service Provider shall be liable for any delay, failure, or interruption in performance to the extent caused by events beyond their reasonable control, including but not limited to acts of God, natural disasters, floods, epidemics or pandemics, governmental orders or restrictions, war, terrorism, civil unrest, labour disputes, utility failures, or disruptions to transportation or communication networks (a Force Majeure Event).
Where a Force Majeure Event affects performance of the Services, the affected obligations shall be suspended for the duration of the Force Majeure Event, and Baaza shall have no responsibility for any resulting delay, cancellation, or non-performance of a Confirmed Order.
Where payment has been made in advance and a Force Majeure Event occurs, any refund, credit, or adjustment shall be determined between the Customer and the Service Provider, taking into account the extent of Services already performed.
For the avoidance of doubt, any platform fees, service fees, or commissions charged by Baaza shall be refundable where the Services cannot be performed due to a Force Majeure Event, subject to applicable law.
12. Indemnity
You agree to defend, indemnify, and hold harmless Baaza, its affiliates, and their respective directors, officers, employees, and agents from and against any and all claims, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to:
your breach of these Terms or any applicable law;
any dispute, claim, or disagreement between you and a Service Provider;
your misuse of the Platform or violation of third-party rights; or
any content, information, or instructions you provide through the Platform.
This indemnity obligation survives termination of these Terms.
13. Suspension and Termination
Baaza may, at its sole discretion and without liability, suspend, restrict, or terminate your access to the Platform, in whole or in part, immediately and with or without notice, if: (a) you breach these Terms; (b) you misuse or attempt to circumvent the Platform; or (c) Baaza reasonably determines that your conduct poses legal, operational, security, or reputational risk.
Termination or suspension of Platform access:
does not affect any Confirmed Order already formed between you and a Service Provider; and
does not relieve you of any payment or other obligations accrued prior to termination.
Baaza has no obligation to reinstate access once terminated.
14. Miscellaneous
14.1 Governing Law
These Terms, and any dispute, claim, or controversy arising out of or in connection with it, including any question regarding its existence, validity, interpretation, performance, breach, enforcement, payment or termination, shall be governed by and construed in accordance with the laws of the United Arab Emirates as applied in the Emirate of Dubai.
14.2 Dispute Resolution
The parties irrevocably agree that Dubai Courts shall have exclusive jurisdiction to settle any such dispute, claim, or controversy, and each party waives any objection based on venue, forum non conveniens, or lack of jurisdiction.
14.3 Entire Agreement and Amendments
These Terms, together with any documents or policies incorporated by reference, constitute the entire agreement between you and Baaza with respect to its subject matter and supersedes all prior or contemporaneous agreements, representations, or understandings, whether written or oral. Baaza may amend or update the Terms from time to time by publishing revised terms on the Platform and providing notice to you. Any such amendments shall become effective on the date specified in the notice or, if no date is specified, upon publication. Your continued access to or use of the Platform after such notice constitutes acceptance of the amended Terms.
14.4 Severability
If any provision of the Terms is held by a court of competent jurisdiction to be invalid, unlawful, or unenforceable, such provision shall be severed and, to the extent possible, replaced with a valid and enforceable provision that most closely reflects the parties' original commercial intent, and the remaining provisions shall continue in full force and effect.
14.5 Waiver
Any failure or delay by Baaza in exercising or enforcing any right, remedy, or provision under the Terms shall not operate as a waiver of that right, remedy, or provision, nor shall it prevent Baaza from exercising any such right or remedy at a later time.
