HEYLIM Coffee Terms of Service

Last Updated: September 18, 2025

Legal Name: HEYLIM TRADING L.L.C (هيليم للتجارة ش.ذ.م.م)

Trading as: HEYLIM TRADING L.L.C

Registered Address: Office F101, Belshalat Building, Naif, Dubai, United Arab Emirates

1. Use of Our Website and Mobile Application

1.1 HEYLIM TRADING L.L.C, its owners and operators, referred to collectively as "HEYLIM Coffee" are committed to protecting the privacy of personal information you provide to us on our website and mobile application. We believe it is important for you to know how we treat information you share with us. These Terms of Service (“Terms”) govern your use of our website and mobile application and features.

1.2 HEYLIM Coffee may review the information and services contained in this Website and mobile application from time to time, and we reserve the right to make such changes without obligation to notify past, current, or prospective visitors.

1.3 Your continued use of this Website and mobile application after changes are made constitutes your acceptance of any new or modified terms. HEYLIM Coffee shall in no case be liable for any indirect, special, incidental, or consequential damages arising from any use of information contained herein.

2. Access to Website and Mobile Applications

2.1 Hereinafter, the website heylim.com is referred to as “the Website”, and the mobile application for iOS and Android, is collectively referred as “the Mobile Application”. Interacting with the Website and Mobile Application implies using of the necessary respective server and network infrastructure.

2.2 HEYLIM Coffee hereby grants you permission to use the website and mobile application, subject to the following conditions:

2.2.1. Your use of the Website as permitted is for your personal, non-commercial use only.

2.2.2. You will not copy or distribute any part of the Website and mobile application in any medium without obtaining prior written permission from HEYLIM Coffee.

2.2.3. You will not alter or modify any part of the Website and mobile application other than as may be reasonably necessary to use the Website for its intended purpose.

2.2.4. You will otherwise comply with the terms and conditions of these Terms of Service.

2.3 In order to access some features of the Website and mobile application, you will have to create an account. You may never use another person’s account without permission. When creating your account, you must provide accurate and complete information. You are solely responsible for the activity that occurs on your account, and you must keep your account password secure. You must notify HEYLIM Coffee immediately of any breach of security or unauthorized use of your account by emailing us at feedback@heylim.com. Although HEYLIM Coffee will not be liable for your losses caused by any unauthorized use of your account, you may be liable for the losses of HEYLIM Coffee or others due to such unauthorized use.

2.4 You agree not to use or launch any automated system, including without limitation, “robots,” “spiders,” “offline readers,” etc., that accesses the Website and mobile application in a manner that sends more request messages to the HEYLIM Coffee servers in a given period of time than a human can reasonably produce in the same period by using a conventional online web browser. Notwithstanding the foregoing, HEYLIM Coffee grants the operators of public search engines permission to use spiders to copy materials from the Website and mobile application for the sole purpose of creating publicly available searchable indices of the materials, but not caches or archives of such materials. HEYLIM Coffee reserves the right to revoke these exceptions either generally or in specific cases. You agree not to collect or harvest any personally identifiable information, including account names, from the Website and mobile application, nor to use the communication systems provided by the Website and mobile application for any commercial solicitation purposes. You agree not to solicit any user of the Website or mobile application for commercial purposes regarding user-submitted content.

2.5 By using the Website and mobile application, you affirm that you are at least 18 years old (that you are not a minor according to the laws of the United Arab Emirates).

3. Placing an Order

3.1 When placing an order through our website or mobile application, you are making a request for goods that we will attempt to fulfill. Order submission does not create a binding contract. We hold payment authorization upon order placement but do not charge your payment method until order completion. A binding contract is formed only when we successfully prepare and make available the goods you have ordered, at which point payment is processed for the items actually provided. You are responsible for paying for all goods successfully provided using your account, for related delivery charges, and for complying with these Terms of Service, even if you have ordered the goods for someone else. All goods are subject to availability.

3.2 You can place an order to receive goods from a HEYLIM Coffee pillar by:

a) Using the mobile application to select a pillar and place an order

b) Scanning the QR code or tapping the NFC on a pillar and completing payment through the opened payment webpage

3.3 Our coffee may contain nuts or other allergens in the preparation of certain goods. Please inform us before ordering if you have allergies: you can write about it during the ordering process on the Website or mobile application. HEYLIM Coffee cannot guarantee that any of the goods sold by our pillars are free from allergens.

3.4 Payment and Order Fulfillment: When you place an order, we authorize payment on your chosen payment method but do not immediately charge it. Payment is only processed upon successful preparation of your order. If we cannot fulfill your complete order, you will only be charged for the items we successfully prepare and provide. If we cannot fulfill any part of your order due to technical issues, ingredient unavailability, or other circumstances beyond our control, no payment will be processed and any held authorization will be released. We do not guarantee the availability of any products or our ability to fulfill orders, and order placement does not constitute a commitment by us to provide the requested goods.

4. Collection

4.1 When placing an order, you will have the option to place it as an ASAP collection or a scheduled collection. For collection as soon as possible, we will tell you the estimated preparation time for your goods before you place the order, but we will try to prepare as soon as possible; therefore, you should be available to collect from the time of placing the order. For scheduled collection, we will tell you the time when the goods are expected to be prepared; you should be available to collect the order five minutes before that time and ten minutes after.

4.2 Unfortunately, despite the best efforts of our pillars, things don’t always go as planned, and factors such as loading or technical glitches prevent us from preparing your goods on time. If your order is delayed by more than 10 minutes, and we have not informed you, giving you the option to cancel your order, we will work with you to make things right as long as you did not cause the delay (for example, you chose the wrong time).

4.3 You will be charged for goods in the event of non-collection if you were the cause of this. Reasons that may lead to non-collection include (but are not limited to) your failure to collect the order.

5. Your Rights If Something Is Wrong with Our Goods

5.1 You have the legal right to receive goods that conform to their description, are of satisfactory quality, and conform to any specific requirements you tell us about (and we agree to) before you place your order. If you believe that the goods you have received do not comply with these legal rights, please let us know. We may ask for a photo showing the problem if it can be seen by examining the goods.

5.2 If you receive a defective item, we will:

5.2.1. Refund the value relating to the affected part of the paid goods.

5.2.2. Give a promotional code.

5.2.3. Replace the defective goods.

5.2.4. Replace the defective goods.

5.2.5. If the entire order is affected, unless we have reasonable grounds to believe the problem occurred after delivery.

5.3 Before processing your refund, we may take into account relevant factors including the details of the order, including your account history and what happened at collection, and information from the pillar.

6. Cancellation

6.1 You may cancel the order without charge at any time before the pillar begins preparing the goods (“Initial Order”), if you have chosen to pay cash on delivery (“COD”). If you wish to cancel the order before it becomes a ready order, please contact us immediately via our website or mobile application. If the pillar confirms that the order was not an initial order, we will refund the amount paid. If you cancel any order after it has become an initial order, you will be charged the full price for the goods. For any order requested on a COD basis, this order cannot be canceled after it becomes an initial order and will be charged for and given to you.

6.2 HEYLIM Coffee may notify you of the cancellation of the order at any time. You will not be charged for any orders canceled by us, and we will reimburse you for any payment already made using the same method you used to pay for your order. We may also give you a promotional code that reflects the inconvenience caused.

7. Pricing, Payment, and Promotional Offers

7.1 Prices include Value Added Tax. You confirm that you are using our service for personal, non-commercial use.

7.2 The total price of your order will be set out on the payment page on our website or mobile application, including the prices of the goods, applicable service fees, and taxes. All goods on our website or mobile application can be paid for in cash or by credit or debit card or other payment methods.

7.3 When payment on delivery is possible, this will be indicated on our website or mobile application before you submit your order. Only cash payments will be accepted when the order is prepared under COD facilities. We will not be allowed to accept checks, vouchers, card payments, or any other form of payment (including credit or debit cards) once the order has been ordered through pay on delivery on our service.

7.4 HEYLIM Coffee does not store or transmit account data (cardholder data, sensitive authentication data). The HEYLIM Coffee website and mobile application use Stripe, Inc. for online payments. Stripe, Inc. is certified and approved by PCI-DSS.

7.5 Payment method and card types accepted and currency. We accept online payment using Visa and MasterCard credit/debit cards in UAE Dirhams.

7.6 Payment Authorization and Settlement: All online payments require pre-authorization of the full order amount. This authorization reserves funds on your payment method but does not constitute an immediate charge. Payment settlement occurs only upon successful order completion. For partial fulfillment scenarios (where only some items from your order are successfully prepared), you will be charged only for the items actually provided, and the remaining authorized amount will be released back to your payment method within 3-5 business days depending on your payment provider's policies.

7.7 Saved Payment Methods: Our website and mobile application provide an option to save your payment card information for streamlined future ordering. When you select "Save Card" or similar option, you consent to and authorize HEYLIM Coffee to store secure payment tokens and the last four digits of your card through our payment processor Stripe, Inc. You understand and agree that: (a) only Stripe, Inc. retains your complete card information in accordance with PCI-DSS security standards; (b) HEYLIM Coffee retains only secure tokens, the last four card digits, card brand, and expiration date; (c) you may manage or delete saved payment methods at any time through your account settings or by contacting us; (d) by using a saved payment method to place an order, you authorize HEYLIM Coffee to charge the order fees to that payment method; (e) you are responsible for maintaining the security of your account and any orders placed using your saved payment methods. If you no longer wish to use the save card feature, you must delete the saved payment methods from your account settings. You agree to notify us immediately if your account security is compromised or if you suspect any unauthorized transactions using your saved payment methods.

8. Communicating with HEYLIM Coffee

8.1 In certain areas of our website or mobile application, you may be given the ability to contact us by electronic mail, for example, to sign up for services such as email notifications and newsletters about our products, to register for certain marketing activities. The information you submit to us through this Website or mobile application is subject to our Privacy Policy.

8.2 These areas are designed to give our users the ability to contact us with questions or concerns. They are not intended for, and should not be used to submit, unsolicited ideas. It is company policy not to accept such unsolicited ideas, concepts, techniques, procedures, methods, systems, designs, plans, charts, or similar materials from outside parties. By entering the Website or mobile application, you acknowledge and agree that any materials, ideas, or other communications you transmit to us in any manner and for any reason will not be treated as confidential or proprietary. It is HEYLIM Coffee’s policy not to accept or return any unsolicited ideas, concepts, techniques, procedures, methods, systems, designs, plans, charts, or similar materials. However, in the case of any such submission, you acknowledge that you have no proprietary rights in any ideas you may submit, and expressly disclaim any rights or causes of action you may have with respect to any materials you may submit.

9. Intellectual Property

9.1 This Website and mobile application contains valuable trademarks owned and used by HEYLIM Coffee, and its affiliates and subsidiaries worldwide.

9.2 These trademarks are used to distinguish HEYLIM Coffee’s quality products and services. “HEYLIM Coffee Trademarks” means all names, marks, brands, logos, designs, trade dress, slogans, and other designations HEYLIM Coffee uses in connection with its products and services. You may not remove or alter any HEYLIM Coffee Trademarks, or co-brand your own products or material with HEYLIM Coffee Trademarks, without HEYLIM Coffee’s prior written consent.

You acknowledge HEYLIM Coffee’s rights in HEYLIM Coffee Trademarks and agree that any use of HEYLIM Coffee Trademarks by you shall inure to HEYLIM Coffee’s sole benefit. You agree not to incorporate any HEYLIM Coffee Trademarks into your trademarks, company names, Internet addresses, domain names, or any other similar designations. The text, graphics, and HTML code contained in this Website or mobile application are the exclusive property of HEYLIM Coffee (“HEYLIM Coffee Content”). HEYLIM Coffee Content is protected from reproduction and simulation under national and international laws and is not to be copied, reproduced, displayed, posted, transmitted, or distributed in any form by any means without express prior written permission from HEYLIM Coffee.

9.3 Third-party content, such as user-submitted content, including graphics, videos, images, trademarks, trade names, characters, and trademarks and copyrights, is the property of the third parties that market or license that content, and is used by HEYLIM Coffee subject to license, or subject to the fair use provisions of United Kingdom and United Arab Emirates copyright or trademark law or as otherwise permitted under other applicable law.

9.4 If you are a trademark or copyright owner and believe that your trademark or copyright has been infringed, please contact us at feedback@heylim.com.

10. User-Submitted Content

10.1 In certain areas of our website or mobile application, you may be able to submit text, files, images, photos, videos, sounds, musical works, works of authorship, text postings, and other materials and content (“User-Submitted Content”) to the Website or mobile application. You have no proprietary rights in your account or any other access features therein, and HEYLIM Coffee may delete all User-Submitted Content at any time, with or without notice, if it deems that you have violated these Terms and the law or for any other reason. HEYLIM Coffee assumes no liability for any information removed from our website or mobile application, and reserves the right to permanently restrict access to the Website or mobile application or a user account.

10.2 By posting, displaying, publishing, or transmitting User-Submitted Content on or through this Website or mobile application, you understand and acknowledge that any materials, or other communications you transmit in any manner and for any reason will not be treated as confidential or proprietary. Furthermore, you acknowledge and agree that any concepts, techniques, procedures, methods, systems, video, music, photographs, designs, plans, charts, or other materials you send to HEYLIM Coffee may be used by HEYLIM Coffee anywhere, anytime, and for any reason whatsoever subject to the following terms:

10.2.1. You hereby grant HEYLIM Coffee a limited, non-exclusive, sub-licensable, worldwide, fully-paid, royalty-free license to use, modify, publicly perform, publicly display, reproduce, and distribute User-Submitted Content. This license includes the right to host, index, cache, or store any User-Submitted Content temporarily, and to tag, label, mark, and index the User-Submitted Content, in addition to the right to sublicense User-Submitted Content to third parties, including other users, for use on other platforms, such as for use on mobile phones, in video or music software or computer software.

10.2.2. You represent and warrant that you own the User-Submitted Content displayed, posted, or published by you on the Website or mobile application and otherwise have the right to grant the license set forth in this document, and the displaying, posting, or publishing of your User-Submitted Content, and our use thereof, does not and will not violate the privacy rights, publicity rights, copyrights, trademark rights, contract rights, or any other intellectual property rights or other rights of any person or entity. You agree to pay all royalties, fees, and any other monies owing to any person by reason of any User-Submitted Content displayed, posted, or published by you on the Website or mobile application.

10.3 Your posting of User-Submitted Content is also subject to the following publishing rules:

10.3.1. You may not post any User-Submitted Content that, in HEYLIM Coffee’s sole discretion, is unlawful, harmful, tortious, defamatory, obscene, invasive of another’s privacy, harassing, threatening, abusive, hateful, racist, infringing, pornographic, violent, objectionable, or otherwise inappropriate.

10.3.2. You may not post any User-Submitted Content that contains personal information about any individual, or violates the privacy of any other individual or entity, or anything that you are under a contractual obligation to keep private or confidential. You agree that you will not impersonate any person or organization, including without limitation, the personnel of HEYLIM Coffee. You further agree that you will not misrepresent an affiliation with another person or organization, nor will you post any content that contains defamatory comments about others, or that violates any copyright, trademark, patent, trade secret, or any other of intellectual property right of any third party.

10.3.3. You may not post any User-Submitted Content that contains any solicitation of any kind, including advertising a product or service, offering a product or service for sale, or directing visitors of the Website or mobile application to a location for more information about a product or service.

10.3.4. You may not post any software, files, or links to other sites, and you may not post any content that contains viruses, corrupted files, or any other similar software or programs that may adversely affect the operation of the Website or mobile application or Website features. You may not in any way modify any specifications, technology, or application codes provided to you by HEYLIM Coffee or as embedded in the User-Submitted Content unless expressly authorized in writing by HEYLIM Coffee.

10.3.5. You may not share or transfer your password or other access information with any other party, temporarily or permanently. You will be solely responsible for all use of any account you are allowed to create on this Website or mobile application and for the confidentiality of your password.

10.3.6. HEYLIM Coffee does not necessarily monitor any materials posted, transmitted, or communicated to or within the Website or mobile application. If you believe that something on the Website or mobile application violates these Terms, please email us at feedback@heylim.com. The terms mentioned above do not apply to any ideas or other unprotected information you may send to HEYLIM Coffee, and any ideas will be subject to the “Communicating with HEYLIM Coffee” section above.

11. Indemnification

11.1 You agree to indemnify HEYLIM Coffee and its affiliate companies, and the Website or mobile application contractors and each of their officers, employees, and agents, and to defend and hold them harmless from any claims, damages, expenses, including reasonable attorneys’ fees, relating to your violation of these Terms, or any violations thereof by your dependents, or which arise from the use of User-Submitted Content.

12. Law and Jurisdiction

12.1 Any dispute or claim arising out of or in connection with this Website or mobile application shall be governed by and construed in accordance with the laws of the United Arab Emirates.

13. No Warranty/Limitation of Liability

13.1 We are responsible to you for any loss or damage you suffer that is a foreseeable result of our breach of these Terms or of our failure to use reasonable care and skill in relation to your use of our service. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is “foreseeable” if it is obvious that it will happen, or if you told us that it might happen, for example, if you told us about particular circumstances that might increase the loss or damage arising from our breach of these Terms before you placed the order.

13.2 We do not exclude or limit our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our failure, or our employees’, agents’, or subcontractors’ failure to use reasonable care and skill; because of fraud or fraudulent misrepresentation; or due to breach of your legal rights in relation to the goods, as summarized in Part 3 above. Subject to the preceding paragraph, we are not responsible for any loss or damage you suffer as a result of your breach of these Terms, or as a result of any failure of any information technology equipment or software other than failure in our website or mobile application.

13.3 Our website and mobile application are provided on an “as is and as available” basis. No warranties, express or implied, including without limitation, those of merchantability or fitness for a particular purpose, are made with respect to this website or mobile application or any information or software contained therein. In no case shall HEYLIM Coffee be liable under any circumstance, including negligence, for any direct, indirect, incidental, special, punitive, or consequential damages that result from the use of or inability to use this website or mobile application, nor shall HEYLIM Coffee be responsible for any damages whatsoever that result from mistakes, omissions, interruptions, deletion of files, errors, defects, delays in operation or transmission, or any failure of performance, whether or not caused by events outside of HEYLIM Coffee’s reasonable control, including but not limited to acts of God, communications line failure, theft, destruction, or unauthorized access to this website’s records, programs, or services.

14. Miscellaneous

14.1 These Terms constitute the entire agreement between you and HEYLIM Coffee. You and HEYLIM Coffee acknowledge and agree not to constitute any partnership, and neither you nor HEYLIM Coffee has the authority or power to bind or obligate the other. We may change these Terms from time to time.

14.2 HEYLIM Coffee’s failure to exercise or enforce any right or provision of this agreement shall not constitute a waiver of such right or provision. If any provision of this agreement is found by a court of competent jurisdiction to be invalid or unenforceable, the parties nevertheless agree that the court should endeavor to give effect to the parties’ original intentions as reflected in the provision and the other provisions of this agreement remain in full force and effect.

14.3 No software may be downloaded, exported, or re-exported from this website or mobile application in a way that violates the laws of the United Arab Emirates. Downloading software or using it is at your sole risk.

14.4 The failure of HEYLIM Coffee to comply with these Terms because of an act of God, war, fire, riot, terrorism, earthquake, actions of federal, state, or local governmental authorities, or for any other reason beyond the reasonable control of HEYLIM Coffee, shall not be deemed a breach of these Terms. If HEYLIM Coffee fails to act with respect to your or someone else’s breach on any occasion, HEYLIM Coffee is not waiving its right to act with respect to future or similar breaches.

14.5 The headings in these Terms are for your convenience and reference. These headings do not limit or affect these Terms.

14.6 If any provision of these Terms of Use is illegal, void, or for any reason unenforceable, that provision shall be deemed severable.

15. Special Provisions Related to Mobile App and Coffee Pillars

15.1 Mobile App Access: The HEYLIM Coffee mobile application is designed to enhance your coffee ordering experience. By downloading and using the app, you agree to these Terms of Service in their entirety.

15.2 Coffee Pillars: HEYLIM Coffee pillars are automated coffee dispensing machines located throughout Dubai. When using these machines, please follow any on-screen instructions and handle the equipment with care. HEYLIM Coffee is not responsible for damages arising from improper use of the pillars.

15.3 QR Code and NFC Usage: When using the QR code scanning or NFC tapping features to identify coffee pillars, you agree to use these features only for their intended purpose of connecting to and ordering from HEYLIM Coffee pillars.

15.4 Alternative Pillar Access: If you are unable or unwilling to use QR code scanning or NFC capabilities, you may manually enter the pillar number displayed on each coffee pillar to place an order.

15.5 Geolocation Services: The app provides geolocation services to help you find nearby coffee pillars. This feature requires your permission to access your device’s location services. You may disable this permission at any time through your device settings, though this will limit the functionality of location-based features.

15.6 Payment Processing: All payments are processed through secure third-party payment processors. HEYLIM Coffee does not store your complete payment information. By using our service, you agree to the terms and conditions of our payment processing partners.

15.7 Service Availability: HEYLIM Coffee makes no guarantees regarding the continuous availability of the mobile application or coffee pillars. Service may be temporarily unavailable due to maintenance, technical issues, or factors beyond our control.

15.8 Product Availability: Coffee and other products available through the pillars may vary by location and are subject to availability. HEYLIM Coffee reserves the right to change, suspend, or discontinue any products without prior notice.

15.9 User Conduct: Users must treat the coffee pillars with care and follow all instructions for proper use. Vandalism, tampering with, or misuse of the pillars is strictly prohibited and may result in legal action.

15.10 Account Termination: HEYLIM Coffee reserves the right to terminate or suspend your account and access to services at any time for violation of these Terms of Service or for any other reason deemed appropriate by HEYLIM Coffee. You may request deletion of your account by contacting in-app support.