Last updated: 18 September 2026
These terms govern your use of Pick Up (“the app”), operated by Pistons Portal, a sole establishment licensed by the Dubai Department of Economy and Tourism under trade licence number 1620171. By creating an account you agree to them.
What Pick Up is
Pick Up is a marketplace that connects customers with licensed home food businesses for order-ahead and curbside pickup. The food is prepared and sold by independent businesses, not by us. We provide the ordering and payment platform; the sale itself is between you and the business.
Accounts
You must be 18 or older to hold an account. Your phone number identifies your account, so keep access to it secure; you are responsible for activity on your account. Provide accurate details, as the name, phone number and car information you save are shared with businesses in order to fulfil your orders.
Orders
An order is a request until the business accepts it. Prices are set by the business and shown before you order. You may cancel an order before the business starts preparing it. The business may reject or cancel an order, for example if an item runs out. Orders not collected within a reasonable time of the pickup window may be cancelled automatically, and repeated no-shows may lead to account restrictions.
Payment
You can pay in the app by card or Apple Pay, or with cash when you collect, where the business offers it. In-app payments are processed by Stripe; your card details go directly to Stripe and are never held by us.
For an in-app payment, Pick Up collects the payment and passes the business its share after handoff. Refunds for an order are handled through the business that sold it, and where a refund is due on an in-app payment we will return it to your original payment method.
Food safety and allergens
Businesses on Pick Up are required to hold the licences UAE law demands for home food businesses, and are responsible for the safety, quality, labelling and allergen information of their food. Allergen details shown in the app are provided by the business. If you have a serious allergy, confirm directly with the business before eating. To the extent permitted by law, we are not liable for the food itself; responsibility rests with the business that prepared it.
Selling on Pick Up
If you register as a business you confirm that you hold a valid UAE trade licence and the required food permits, that the documents you upload are genuine, and that you will keep them current. You are responsible for your menu, including accurate allergen and ingredient information, and for your prices, preparation and handoff. We may suspend or remove stores that breach these terms, receive credible safety complaints, or lose their licence.
Commission and payouts
Pick Up charges a commission of 5% of the order total on every order. Payment processing fees charged by Stripe are borne by the business.
For orders paid in the app, your share is transferred to your connected payout account after the order is handed over, calculated as the order total less the 5% commission and less the actual Stripe processing fee. Stripe then pays out to your bank on its normal schedule.
For cash orders you keep the cash at handoff, and the 5% commission on that order is recorded as owed. Amounts owed on cash orders are deducted from your next in-app payout rather than invoiced separately.
Payouts require completing identity and bank verification through Stripe. Until that is complete, amounts due to you are held and paid once verification passes.
Acceptable use
Do not use the app to abuse, defraud or harass anyone. Do not place orders you do not intend to collect. Do not post reviews that are false, defamatory, or unrelated to a genuine completed order. Do not attempt to interfere with the platform’s security or data.
Reviews
Reviews can only be left for orders that were actually picked up. Your first name is shown alongside your review. We may remove reviews that break the acceptable use rules.
Termination and deletion
You can delete your account at any time from Profile, then Delete account. We may suspend or terminate accounts that breach these terms. Certain records may be retained in anonymised form as described in the Privacy Policy, and as required for tax and payment records.
Liability
The app is provided “as is”. To the maximum extent permitted by UAE law, we are not liable for indirect losses, for the conduct of businesses or customers, or for the food sold through the platform. Nothing in these terms removes rights you have under UAE consumer protection law.
Governing law
These terms are governed by the laws of the United Arab Emirates. Disputes are subject to the exclusive jurisdiction of the UAE courts.
Contact
Pistons Portal
Trade licence 1620171, Dubai Department of Economy and Tourism
Office 43–44, Al Fahidi, Bur Dubai, Dubai, United Arab Emirates