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Eastwood Legal Policies
Terms & Conditions
Introduction
Welcome to Eastwood ("Eastwood", "we", "our" or "us"), operated by Eastwood General Trading L.L.C., Trade Licence No. CN-5394386, licensed in Abu Dhabi, United Arab Emirates.
By accessing or using the Eastwood website (www.eastwoodintl.com), mobile application or services, you agree to comply with and be bound by these Terms & Conditions.
If you do not agree with these Terms, you must not use the platform.
Eligibility
You must:
- be at least 21 years of age to access the platform and to purchase or receive alcoholic beverages;
- provide accurate and complete account information; and
- comply with all applicable UAE laws and regulations.
Eastwood reserves the right to suspend or terminate accounts that provide false, misleading or incomplete information.
Age Verification
Eastwood verifies every customer's age and identity at registration and again at delivery, using:
- date of birth verification;
- Emirates ID verification;
- UAE Pass;
- passport verification for visitors; and
- inspection of the recipient's original Emirates ID or passport at delivery (photocopies and digital images are not accepted).
Orders are handed over only to the verified account holder, aged 21 or over, who must sign the delivery receipt as proof of receipt. Eastwood will refuse delivery if valid original identification cannot be provided.
Responsible Consumption
Eastwood will not complete delivery where the recipient:
- is under 21 years of age, or appears to be under 21 and cannot prove otherwise;
- is clearly intoxicated;
- appears to be under the influence of drugs;
- behaves aggressively or unsafely; or
- fails to provide valid original identification.
Delivery staff will cancel a delivery where required by law, safety or company policy.
Products & Availability
All products displayed on the platform are subject to:
- availability;
- licensing restrictions;
- regulatory approval; and
- delivery area limitations.
Eastwood reserves the right to:
- limit quantities;
- refuse orders;
- modify pricing; and
- remove products without notice.
Product images are for illustrative purposes only and may vary from the actual items.
Pricing & Payment
Prices displayed on the platform are shown in AED and may include applicable taxes and fees.
Accepted payment methods include:
- debit and credit cards;
- Apple Pay, Samsung Pay and Google Pay;
- cash on delivery, where available and subject to verification; and
- Eastwood Wallet balance.
Eastwood reserves the right to cancel or refuse orders in cases of:
- pricing errors;
- suspected fraud; or
- payment verification issues.
Wallet, Credits & Rewards
Users may:
- store a balance in the Eastwood Wallet;
- receive promotional credits;
- earn rewards; and
- redeem eligible promotional offers.
Promotional credits:
- are non-transferable;
- cannot be redeemed for cash; and
- may be revoked in cases of misuse, abuse, fraud or policy violations.
Eastwood reserves the right to modify, suspend or terminate Wallet and rewards features at any time.
Subscriptions & Memberships
Eastwood may offer membership or subscription programmes, which may include:
- free delivery;
- discounts;
- priority delivery;
- rewards; and
- exclusive products or benefits.
Eastwood reserves the right to:
- modify membership pricing or benefits;
- suspend or terminate memberships; and
- restrict misuse or abuse of membership services.
Delivery
Alcoholic beverages are delivered only to private residential addresses (villas and apartments occupied as a home) within the Emirate of Abu Dhabi. Eastwood does not deliver alcoholic beverages to hotels or hotel apartments, offices or commercial premises, labour accommodation, schools, places of worship, government buildings, public places or vehicles.
All deliveries are made by Eastwood's own trained delivery staff, using safe, registered and insured vehicles licensed for the transport of alcoholic beverages. Orders are carried in sealed, tamper-evident packaging and remain in the custody of Eastwood's delivery staff until they are handed over.
Estimated delivery times are provided for convenience only and are not guaranteed. Delivery services remain subject to:
- traffic conditions;
- weather;
- regulatory restrictions;
- product availability; and
- operational capacity.
Eastwood shall not be liable for delays outside its reasonable control.
Failed Delivery
Eastwood will refuse or cancel delivery where:
- the recipient is under 21 years of age;
- the recipient is clearly intoxicated or appears to be under the influence of drugs;
- the recipient's original ID cannot be verified, or the recipient is not the account holder;
- the recipient is unavailable;
- the address is not a private residence; or
- delivery cannot otherwise be completed safely or legally.
Orders are never left unattended or with any other person. Additional fees may apply for redelivery attempts.
Delivery Records
Eastwood keeps a record of every order and delivery attempt, including the invoice, the delivery receipt slip and signature, the recipient's details, the delivery date and time, the delivery address and the product details. These records are retained for seven (7) years (invoices and transaction records for ten (10) years) and are available to the Department of Culture and Tourism – Abu Dhabi ("DCT") for review on request, within two (2) working days, or immediately during an inspection.
Returns & Refunds
For issues relating to:
- damaged items;
- incorrect items;
- missing products; or
- delivery concerns,
customers must report the issue to the delivery staff member at delivery, before signing the delivery receipt. Customers can also contact customer support at:
Refunds and resolutions are handled in accordance with applicable UAE laws and the Eastwood Refund, Return & Exchange Policy. Approved refunds are processed within fourteen (14) working days of approval.
Promotions & Referral Programmes
Promotions, referral offers, discounts and rewards:
- are subject to availability;
- may be modified or withdrawn at any time; and
- cannot be exchanged for cash unless required by law.
Eastwood reserves the right to cancel promotions or revoke rewards where abuse, fraud or manipulation is suspected. Eastwood's promotions will not target or appeal to persons under 21, encourage excessive consumption or associate alcohol with driving.
Prohibited Use
Users may not:
- use the platform unlawfully;
- purchase alcoholic beverages for, or supply them to, any person under 21;
- request delivery to a non-residential address or to any person other than the account holder;
- resell products without authorisation;
- attempt fraudulent transactions;
- circumvent verification systems; or
- interfere with platform security or operations.
Intellectual Property
All platform content, including logos, branding, designs, graphics, text and software, remains the property of Eastwood or its licensors.
No content may be copied, reproduced or distributed without written permission.
Limitation of Liability
To the maximum extent permitted by law, Eastwood shall not be liable for:
- indirect or consequential damages;
- delays;
- loss of profits;
- third-party service failures;
- platform interruptions; or
- regulatory restrictions affecting delivery.
Governing Law
These Terms & Conditions are governed by the laws of the United Arab Emirates and the applicable regulations of the Emirate of Abu Dhabi.
Privacy Policy
Information We Collect
Eastwood may collect:
- name;
- phone number;
- email address;
- delivery address;
- Emirates ID or passport details;
- UAE Pass verification results;
- a photograph of the recipient's original ID and their signature, captured at delivery;
- delivery date, time and location;
- payment information; and
- device and usage data.
How We Use Information
We use personal information to:
- process orders;
- verify eligibility, including age and identity at registration and at delivery;
- deliver products;
- maintain the delivery records required by DCT;
- improve platform performance;
- prevent fraud;
- communicate with users; and
- comply with legal obligations.
Data Sharing
All deliveries are made by Eastwood's own staff. Eastwood may share information with:
- payment processors;
- verification providers, including UAE Pass;
- delivery-management software providers; and
- regulatory authorities, including DCT, where required by law or on request.
We do not sell personal information.