Terms & Conditions

Welcome to Giftlaya. These Terms & Conditions govern your use of giftlaya.ae and any purchase of products or services made through our platform. By accessing our website, creating an account, or placing an order, you confirm that you have read, understood, and agreed to be bound by these terms in full. If you do not accept these terms, please discontinue use of the website immediately.

Giftlaya reserves the right to update or modify these Terms & Conditions at any time. The most current version will always be available on giftlaya.ae, and continued use of the platform following any update constitutes your acceptance of the revised terms. We recommend reviewing this page periodically.

About Us

Giftlaya is an online gifting and delivery service operating across the United Arab Emirates. We specialise in flowers, cakes, balloons, gift hampers, and personalised gifting solutions, with delivery available across Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah, and other emirates. Our registered address is Marasi Drive, Business Bay, Dubai, UAE. For any queries, you may contact us at support@giftlaya.ae or +971 544679338.

Eligibility

By using giftlaya.ae, you confirm that you are at least 18 years of age and are legally capable of entering into a binding contract under the laws of the United Arab Emirates. If you are placing an order on behalf of another person or a corporate entity, you represent that you have the authority to bind that person or entity to these terms. Giftlaya reserves the right to refuse service to anyone at its sole discretion.

Account Registration

To place an order on giftlaya.ae, you may be required to create an account. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You agree to provide accurate, current, and complete information at the time of registration and to update it as necessary. Giftlaya is not liable for any loss or damage arising from your failure to protect your account credentials. If you suspect any unauthorised use of your account, you must notify us immediately at support@giftlaya.ae.

Ordering and Contract Formation

Placing an order on giftlaya.ae constitutes an offer to purchase the selected products at the stated price and under the conditions described at checkout. A binding contract between you and Giftlaya is formed only upon our confirmation of your order via email or WhatsApp. We reserve the right to decline or cancel any order at our discretion, including in cases of pricing errors, product unavailability, suspected fraudulent activity, or inability to deliver to the specified address. In such cases, any payment received will be refunded in full within a reasonable timeframe.

You are responsible for ensuring that all order details - including the recipient's name, delivery address, phone number, delivery date, and personalisation instructions - are accurate at the time of submission. Giftlaya is not liable for failed or delayed deliveries resulting from incorrect information provided by the customer.

Pricing and Payment

All prices on giftlaya.ae are displayed in UAE Dirhams (AED) and are inclusive of applicable charges unless otherwise indicated at checkout. Prices are subject to change without notice, and promotional pricing is valid only for the period specified. Giftlaya reserves the right to correct any pricing errors that appear on the website. In the event of a pricing error on a confirmed order, we will contact you to offer the option of proceeding at the correct price or cancelling for a full refund.

Payment must be made in full at the time of order placement. We accept major credit and debit cards, and other payment methods as indicated at checkout. All transactions are processed through secure, PCI-compliant payment gateways. Giftlaya does not store your full card details at any point. Any charges incurred due to currency conversion or international transaction fees are the responsibility of the customer's bank and are outside Giftlaya's control.

Delivery

Giftlaya offers delivery across the UAE, subject to geographic and logistical availability. Delivery charges, if applicable, will be clearly displayed at checkout before you confirm your order. Estimated delivery windows are provided at checkout and are based on standard operating conditions. These are estimates and not guaranteed times.

Giftlaya will make every reasonable effort to deliver your order within the selected time window. However, we cannot be held liable for delays caused by factors beyond our control, including traffic congestion, adverse weather, access restrictions, incorrect address details, recipient unavailability, or high-volume periods such as Valentine's Day, Mother's Day, Eid, and other peak gifting occasions.

For same-day or express delivery, orders must be placed before the cut-off time stated on the product or checkout page. Delivery to certain remote areas, gated communities, or addresses with restricted access may not always be possible. In such cases, our team will contact you to arrange an alternative solution. If the recipient is unavailable at the time of delivery, our delivery partner will attempt to contact them. If the delivery cannot be completed, a redelivery charge may apply.

Product Quality and Substitutions

Giftlaya takes pride in the quality of all products dispatched. However, due to the perishable and handcrafted nature of many of our offerings - particularly flowers, fresh cakes, and balloon arrangements - the final product may vary slightly in appearance from the images shown on the website. Colour tones, arrangement styles, and minor design elements may differ based on seasonal availability and supplier stock.

Where a specific ingredient, flower variety, or product component is unavailable, Giftlaya reserves the right to substitute it with an item of equal or greater value without prior notice. All substitutions are carried out with the intent of preserving the overall quality and aesthetic of the original order.

Cancellations and Modifications

Orders may be cancelled or modified only if the request is received within a reasonable time before the scheduled preparation or dispatch, as defined below. Orders cancelled more than 24 hours before the scheduled delivery date are eligible for a full refund. Orders cancelled between 12 and 24 hours before the scheduled delivery date may be eligible for a partial refund at Giftlaya's discretion. Orders cancelled less than 12 hours before the scheduled delivery date, or after dispatch, are not eligible for cancellation or refund, as preparation will have already commenced.

To request a cancellation or modification, please contact us immediately at support@giftlaya.ae or +971 544679338. Giftlaya cannot guarantee that changes can be accommodated once an order has entered the preparation or dispatch stage.

Refunds and Complaints

If your order arrives damaged, significantly different from what was described, or is not delivered due to an error on our part, please contact us within 24 hours of the scheduled delivery time with photographic evidence where applicable. We will investigate the matter promptly and, where a valid claim is established, offer a redelivery, replacement, or refund at our discretion.

Refunds, where approved, will be processed to the original payment method within 7 to 14 business days, depending on your bank or card issuer. Giftlaya does not offer refunds on the grounds of personal preference, minor aesthetic variations within reasonable limits, or situations where the delivery was successful but the recipient was absent.

Personalised and Custom Orders

For orders involving custom printing, engraving, personalised messages, or bespoke arrangements, the customer is solely responsible for the accuracy of all instructions submitted at the time of order. Giftlaya will produce and deliver items based exactly on the information provided. We do not accept returns or issue refunds for personalised items where the error originated from incorrect details submitted by the customer.

Intellectual Property

All content on giftlaya.ae, including text, images, logos, product descriptions, and design elements, is the exclusive property of Giftlaya or its licensed partners and is protected under applicable intellectual property laws. You may not reproduce, distribute, modify, or commercially exploit any content from this website without express written permission from Giftlaya. Unauthorised use of our content may result in legal action.

Limitation of Liability

To the fullest extent permitted under UAE law, Giftlaya's total liability to you for any claim arising from the use of this website or the purchase of products shall not exceed the value of the order in question. Giftlaya shall not be liable for indirect, consequential, or incidental damages including loss of enjoyment, emotional distress, or loss of occasion where delivery was affected by circumstances outside our reasonable control.

Nothing in these Terms & Conditions excludes or limits liability for fraud, wilful misconduct, or any matter where limitation is prohibited by UAE law.

Governing Law and Disputes

These Terms & Conditions are governed by and construed in accordance with the laws of the United Arab Emirates. Any dispute arising from your use of giftlaya.ae or any transaction conducted through the platform shall be subject to the exclusive jurisdiction of the competent courts of Dubai, UAE. We encourage customers to contact us directly in the first instance to resolve any concerns amicably before pursuing formal legal remedies.

Contact Us

For any questions, complaints, or correspondence relating to these Terms & Conditions, please reach out to our team.

Email: support@giftlaya.ae

Phone: +971 544679338