HUB AL SOUQ – OFFICIAL FAQ

E-Commerce: Nationwide delivery across the UAE. Restaurants & Grocery: Delivery available within selected radius. Restaurant Reservations: Available with applicable reservation charges.

Restaurant reservations may include a reservation fee depending on the restaurant policy. The fee structure is clearly displayed before confirmation.

No. Vendors maintain transparent pricing. There are no hidden platform charges added to customer orders.

Yes. Hub Al Souq offers: Secure encrypted checkout, Card payments, Tabby & Tamara (Buy Now Pay Later), Cash options (if vendor supports).

E-Commerce: Free delivery on orders above AED 100. Restaurants: Free delivery on eligible orders above AED 60. Grocery: Based on store minimum order policy.

Yes. Real-time order tracking is available once dispatched.

For food: Complaint must be raised within 15 minutes with photo evidence. For products: Report within return policy timeline. Items must not be consumed if claiming spoilage. We ensure fair resolution through vendor coordination.

Restaurants select their own delivery radius (5km / 10km / 15km depending on location).

Yes. Table reservation is available through the platform and may include reservation charges as per restaurant policy.

Yes. Dietary food vendors must clearly disclose ingredients and allergens. Hub Al Souq acts as a facilitator platform.

Delivery is radius-based and handled within the store's selected delivery zone.

Fresh produce, Organic items, Daily essentials, Household supplies, Specialty & health products.

Vendors are responsible for product quality and municipality compliance. Only verified grocery stores are onboarded.

Hub Al Souq operates on a subscription-based model. No commission on sales. Transparent pricing. Fixed subscription plans. Vendors keep their full sales revenue.

We provide: Digital storefront, POS & Kiosk integration, Secure payment gateway, Paid marketing campaigns, Brand visibility across UAE, Low-cost delivery support, Customer traffic generation. We focus on vendor profitability and growth.

No. Hub Al Souq does not take commission on sales. We operate on subscription-based packages only.

Yes. Vendors can access: Paid advertising campaigns, Social media promotions, Platform visibility, Featured placements, Influencer campaigns. Marketing is structured for business growth.

Vendors receive delivery support at competitive, low operational rates. Delivery options include: Platform-managed riders, Vendor-managed riders.

Payments are settled as per agreed subscription plan and payment structure. Transparent reporting is provided.

E-commerce retailers, Restaurants & cloud kitchens, Grocery stores, Specialty food brands, Lifestyle & retail brands.

Yes. Hub Al Souq follows strict data protection standards. Customer and vendor information is securely stored and never shared with unauthorized third parties. Your data is protected in accordance with UAE digital compliance standards.

Yes. All transactions are encrypted. Secure payment gateways are used. Card details are not stored on our servers. Bank-level protection protocols are applied. We prioritize payment safety and transaction security.

No. Sensitive card information is processed securely through certified payment partners. Hub Al Souq does not store full card credentials.

Shipping depends on the module: E-Commerce: Nationwide UAE delivery. Restaurants & Grocery: Radius-based delivery. Delivery timelines vary based on vendor preparation time and location. Full details are available in our Shipping & Delivery Policy section.

Yes. Delivery charges (if applicable) are displayed before checkout. Free delivery thresholds are clearly stated per module. No hidden fees.

Yes. Hub Al Souq maintains a clear Return & Refund Policy. For Products: Return requests must follow vendor return timeline. Items must be unused and in original condition. For Food: Complaint must be raised within 15 minutes. Photo evidence required. Food must not be consumed. All refund processes follow documented review procedures.

Yes, subject to vendor preparation status. Orders can be cancelled before dispatch. Food orders may not be cancellable once preparation begins. Reservation cancellation charges may apply as per restaurant policy. Full details are available in our Cancellation Policy.

Hub Al Souq maintains transparent documentation including: Terms & Conditions, Privacy Policy, Return & Refund Policy, Shipping & Delivery Policy, Cancellation Policy, Vendor Agreement, Delivery Partner Terms. All policies are accessible through the website footer for complete transparency.