Terms & Conditions of Service
MCOOP Terms and Conditions of Service
Last Updated: September 19, 2025
Thank you for choosing MCOOP, powered by Innovent Integrated Solutions.
Welcome to MCOOP. These Terms and Conditions ("Terms") are a legal agreement between you and MCOOP ("we," "us," "our") governing your use of our grocery platform and services (the "Services"). By accessing or using our Services, you agree to be bound by these Terms.
1. Your Account
· Eligibility: You must be at least 18 years old to create an account.
· Accuracy: You must provide and maintain accurate account information.
· Security: You are responsible for all activities under your account and for keeping your password secure.
2. Communications
By providing your contact information, you consent to receive:
· Transactional messages (order updates, delivery notifications).
· Service-related announcements.
· Promotional offers and marketing (you can likely opt-out later).
3. Placing an Order
· Accuracy: You affirm that your order details are accurate.
· Acceptance: All orders are offers subject to our acceptance. We may refuse or cancel any order.
· Verification: We may contact you to verify unusually large orders (e.g., over 100 items or 20 of a single item).
4. Prices, Payment & Adjustments
· Final Price: Prices include VAT. For items sold by weight (e.g., produce, meat), you are charged an estimated amount at checkout. The final charge is based on the actual weight measured during packing.
· Payment Adjustment:
o Overpayment: Credit will be added to your MCOOP e-wallet.
o Underpayment: You must top up your e-wallet to settle the final amount.
· Payment Methods: We accept MCOOP E-Wallet, Credit/Debit Card (on delivery), Cash on Delivery (COD), and Online Payments (Visa, Mastercard, Apple Pay, Samsung Pay).
5. Product Substitutions
If an item is unavailable, we may substitute it with a similar product of comparable or better quality and value. You will be notified and have the right to accept or reject the substitution. If rejected, you will be refunded.
6. Cancellations & Refunds
· You Can Cancel: Without charge within 10 minutes of order confirmation or before the order is dispatched from the store, whichever is first.
· You Cannot Cancel: Once the order has been dispatched for delivery.
· Refunds: Processed within 1-4 business days for canceled orders, rejected substitutions, or missing items.
7. Delivery
· Timeframe: Quoted delivery times (e.g., 30-60 mins) are estimates only and are not guaranteed.
· Failed Delivery: If delivery fails due to an incorrect address or your unavailability, the order may be canceled and a refund issued.
8. VIP & Bezatˇ Loyalty Programs
· Executive Reward (2% Cashback):
o Eligibility: Exclusive to Executive Tier VIP members.
o Calculation: 2% of qualifying purchases, capped at AED 1,500 per membership year.
o Issuance: The reward coupon is posted to your account ~2 months before your membership expires.
o Rollover: Purchases made in the last 3 months of your membership term count toward the next year's reward.
o Redemption: The coupon is not valid for tobacco, cigarettes, services, or other excluded items.
9. Our Responsibility (Limitation of Liability)
· Seller Products: Partner sellers are solely responsible for the quality, safety, and legality of their products. MCOOP is a platform and disclaims liability.
· Service "As Is": The Services are provided on an "AS IS" and "AS AVAILABLE" basis.
· Liability Cap: Our total liability to you shall not exceed the amount you paid us for an undelivered order.
10. General
· Governing Law: These Terms are governed by the laws of the United Arab Emirates and the Emirate of Abu Dhabi.
· Disputes: We will first attempt to resolve any dispute amicably. If unresolved after 60 days, disputes will be settled in the courts of Abu Dhabi.
· Changes to Terms: We may update these Terms. Continued use of our Services after changes are posted means you accept the new Terms.
11. Contact Us
MCOOP
Location: Khaleej Arabi Road, Al Mushrif Mall, Abu Dhabi, United Arab Emirates.
Email: contact@mushrifcoop.com
WhatsApp: +971 56 940 4977
In-App: Use the chat or support feature.
Frequently Asked Questions (FAQ)
Account & Registration
Q: Who can create an account?
A: You must be at least 18 years old.
Q: Am I responsible for my account?
A: Yes. You are responsible for its security and all activity under it.
Orders & Cancellations
Q: Can MCOOP refuse my order?
A: Yes. We reserve the right to refuse or cancel any order at our discretion.
Q: How long do I have to cancel?
A: You have 10 minutes after confirmation or until the order is dispatched from the store, whichever comes first.
Substitutions, Items & Refunds
Q: What if an item is out of stock?
A: We may substitute it. You will be notified and can accept or reject it upon delivery for a refund.
Q: What if my delivery is missing an item?
A: You must report it immediately upon delivery. Failure to report constitutes acceptance of the delivered goods.
Q: How long do refunds take?
A: Refunds are processed within 3-5 business days. The time to appear in your account depends on your bank or payment method.
Delivery
Q: Is the 30-60 minute delivery guaranteed?
A: No. It is an estimate and can be affected by traffic, weather, or order volume.
Q: What if I'm not available for delivery?
A: Your order may be canceled, and a refund will be issued for prepaid orders.
Pricing & Payment
Q: Why was my final charge different from the checkout price?
A: This happens with items sold by weight. The final charge is based on the actual weight of the items packed, not the estimate.
Q: What payment methods do you accept?
A: E-Wallet, Credit/Debit Card (on delivery), Cash on Delivery (COD), and Online Payments.
VIP Membership & Rewards
Q: What is the Executive Reward?
A: It is a 2% cashback reward (as a coupon) for Executive Tier VIP members, up to AED 1,500 per year.
Q: When do I get my reward coupon?
A: It is posted to your account approximately two months before your membership expires.
Q: What can’t I buy with the reward coupon?
A: It cannot be used for tobacco, cigarettes, services, or other excluded items listed in-store.
Responsibilities & Issues
Q: Is MCOOP responsible for the products sold?
A: The partner sellers are solely responsible for their products. MCOOP is the platform connecting you to them.
Q: How do I contact customer service?
A: Email us at contact@mushrifcoop.com, WhatsApp us at +971 56 940 4977, or use the in-app chat.
