Payment and Delivery Terms and Conditions

These Terms and Conditions govern your use of the Eastwood website (www.eastwoodintl.com) and mobile application (together, the "Platform") and your purchase of alcoholic beverages through our services. By accessing or using the Platform, you agree to be bound by these Terms. If you do not agree, please do not use our services.

Important: Alcoholic beverages purchased through the Platform are delivered only to private residential addresses, using Eastwood's safe and licensed transportation, and are handed over only to the verified account holder, aged 21 or over, on presentation of their original identification and signature of the delivery receipt.

Orders and Payment

Acceptance of Terms

By using the Platform, you:

• confirm that you are at least 21 years of age;
• confirm that you are a non-Muslim resident or visitor with the legal right to purchase alcohol in the UAE;
• agree to provide accurate and truthful information;
• agree that alcoholic beverages will be delivered only to a private residential address and handed over only to you, on presentation of your original ID;
• agree to comply with all UAE laws and regulations; and
• accept all policies referred to in these Terms.

Eligibility and Age Verification

Age Requirements

• Minimum age: 21 years
• A valid government-issued ID is required (Emirates ID or passport)
• Age verification is conducted at registration and again at delivery
• Accounts created with false age information will be terminated

Religious Status Requirement

As required by UAE law, alcohol may only be sold to non-Muslim individuals:

• a declaration is required during registration;
• false declarations may result in legal consequences; and
• Eastwood reserves the right to request additional verification.

Tourists and Visitors

• Tourists may purchase with a valid passport and a UAE entry stamp or visa, for delivery to a private residential address only (hotel delivery is not available).

Account Registration

Account Creation

To create an account, you must:

• provide accurate personal information;
• verify your identity through UAE Pass, or upload clear copies of your identification documents;
• verify your mobile number and email address;
• create a strong password (minimum of 8 characters); and
• accept these Terms and Conditions.

Account Security

You are responsible for:

• maintaining the confidentiality of your login credentials;
• all activities under your account;
• notifying us immediately of any unauthorised access; and
• not sharing your account credentials with others.

Account Suspension and Termination

We may suspend or terminate accounts for:

• violation of these Terms;
• fraudulent activity or false information;
• suspected underage use;
• abusive behaviour towards staff;
• multiple failed delivery attempts;
• attempting to obtain delivery to a non-residential address or to a person other than the account holder; or
• chargebacks or payment disputes.

Product Information and Availability

Product Descriptions

• We strive for accuracy in all product descriptions
• Images are for illustrative purposes only
• Actual product packaging may vary
• Vintages are subject to availability

Pricing

• All prices are listed in UAE Dirhams (AED)
• Prices include applicable VAT
• Prices are subject to change without notice
• The confirmed price is shown at checkout
• Pricing errors may result in order cancellation

Stock Availability

• Products are sold subject to availability
• Stock levels are updated in real time but are not guaranteed
• Out-of-stock items will be removed from your order
• You will be notified of stock issues before dispatch

Orders and Payment

Order Placement

• Add products to your basket and proceed to checkout
• Provide a private residential delivery address within our delivery area and your contact details
• Select a delivery time slot
• Choose a payment method and complete payment
• Receive order confirmation by email or SMS

Payment Methods

Accepted payment methods:

• credit cards (Visa, Mastercard and American Express);
• debit cards;
• digital wallets (Apple Pay, Samsung Pay and Google Pay);
• cash on delivery, where available and subject to verification; and
• Eastwood Wallet balance.

Card payments are processed by a third-party, PCI-DSS compliant payment gateway. Eastwood does not store full card details. A tax invoice is issued for every order.

Order Confirmation

• Order confirmation does not guarantee acceptance
• Orders are subject to verification and approval, including confirmation that the delivery address is a private residence within our delivery area
• We reserve the right to refuse or cancel orders
• The contract is formed upon dispatch notification

Delivery Terms

Delivery Area and Addresses

• Deliveries are made only within the Emirate of Abu Dhabi, in the areas shown at checkout
• Alcoholic beverages are delivered only to private residential addresses (villas and apartments occupied as a home)
• We do not deliver alcoholic beverages to hotels or hotel apartments, offices or other commercial premises, labour or staff accommodation, schools or universities, places of worship, government buildings, public places (including parks, beaches, malls and car parks), vehicles or roadside locations
• Orders placed for a non-residential address will be cancelled, and delivery will be refused if the delivery staff member finds that the address is not a private residence

Delivery Timeframes

• Standard delivery: same day or next day (depending on the time slot)
• Express delivery: within 1 hour, where available
• Scheduled delivery: up to 1 day in advance

Delivery Acceptance

• Age and identity verification is required at delivery
• The account holder must receive the order in person at the residential address and present their original, valid Emirates ID or passport
• Delivery staff will refuse delivery if these requirements are not met, including where the recipient is under 21, is clearly intoxicated or appears to be under the influence of drugs
• The customer must inspect the products at delivery and report any damaged, incorrect or missing items before signing the delivery receipt
• The customer must sign the delivery receipt to confirm receipt, and a delivery receipt slip is issued

Safe and Licensed Transportation

• All orders are transported from our licensed warehouse to your residence by Eastwood's own delivery staff, using safe, registered and licensed transportation
• Orders remain in the custody of our delivery staff until they are handed to you, and are never transferred to third-party couriers or left unattended

Intellectual Property

All content on the Platform is owned by or licensed to Eastwood, including:

• trademarks, logos and brand names;
• website design and layout;
• product descriptions and images; and
• software and code.

You may not:

• copy, reproduce or distribute Platform content;
• use content for commercial purposes without permission;
• modify or create derivative works; or
• remove copyright or proprietary notices.

Prohibited Activities

You agree not to:

• purchase alcohol for minors or for Muslims;
• resell products purchased through the Platform;
• request delivery of alcoholic beverages to a non-residential address, or collection by any person other than the account holder;
• use the Platform for illegal purposes;
• interfere with Platform security or functionality;
• submit false or fraudulent orders;
• harass or abuse our staff;
• attempt to reverse engineer or hack the Platform; or
• scrape or extract data without permission.

Limitation of Liability

To the maximum extent permitted by UAE law:

• the Platform is provided "as is", without warranties;
• we do not guarantee uninterrupted service;
• we are not liable for indirect or consequential damages;
• our liability is limited to the purchase price of the affected order; and
• these exclusions do not apply to personal injury or death caused by our negligence.

Governing Law and Jurisdiction

These Terms are governed by the laws of the United Arab Emirates. Disputes are subject to the jurisdiction of the UAE courts and are to be resolved in the courts of Abu Dhabi.

Changes to Terms

We may update these Terms. Changes will be posted on the Platform with an updated date, and material changes will be notified by email. Continued use of the Platform constitutes acceptance of the updated Terms. Please review these Terms regularly.

Shipping and Delivery Policy

This Shipping and Delivery Policy explains how Eastwood fulfils and delivers your alcohol orders within the Emirate of Abu Dhabi. All alcoholic beverages are delivered only to private residential addresses, using safe and licensed transportation.

Delivery Coverage

Serviced Areas

• Deliveries are made within the Emirate of Abu Dhabi, in the areas shown at checkout

Excluded Areas and Premises

• Remote or inaccessible locations (verified during address entry)
• Military zones and restricted areas
• Any non-residential premises, including hotels and hotel apartments, offices and commercial premises, labour or staff accommodation, schools and universities, places of worship, government buildings, public places, vehicles and roadside locations

Private Residential Addresses Only

• Alcoholic beverages are delivered only to private residential addresses – villas and apartments occupied as a home
• When adding an address, the customer must select the residence type (villa or apartment) and pin the exact location; non-residential address types cannot be selected
• On arrival, the delivery staff member confirms that the address is a private residence; if it is not, delivery is refused
• The delivery address cannot be changed once an order has been dispatched, and delivery staff will not meet customers at any other location

Delivery Options

Standard Delivery

Delivery windows:

• Morning: 9:00 am – 12:00 pm
• Afternoon: 12:00 pm – 3:00 pm
• Evening: 3:00 pm – 6:00 pm
• Night: 6:00 pm – 9:00 pm

Express Delivery

• Delivery within 1 hour of order confirmation, where available
• Available during delivery hours only (9:00 am – 9:00 pm)
• The same residential-address and ID verification requirements apply

Scheduled Delivery

• Choose a delivery window up to 1 day in advance
• The same residential-address and ID verification requirements apply

Order Processing

Order Confirmation

• Order confirmation is sent by email and SMS
• The confirmation includes the order number, items and delivery window
• Age and residential-address verification is conducted
• Processing typically takes up to 30 minutes

Order Preparation

• Products are picked from our climate-controlled warehouse
• Each item is quality-checked
• Expiry dates are verified (minimum of 3 months' validity)
• Orders are securely packed with protective materials
• Temperature-controlled packaging is used for wine and champagne

Dispatch Notification

• SMS or email notification when your order leaves the warehouse
• A real-time tracking link
• The delivery staff member's name, contact details and vehicle details
• Estimated time of arrival

Delivery Execution

Delivery Procedures

• Delivery is made to the specified private residential address only
• The order is handed over in person to the account holder only – orders are never left at the door or with neighbours, building security, reception or any other person
• The recipient's signature is required on the delivery receipt as proof of receipt
• A delivery receipt slip is issued to the customer
• A photograph of the delivered package is taken

ID Verification at Delivery

Mandatory for all deliveries:

• An original, valid government-issued ID must be presented (Emirates ID or passport; photocopies and images are not accepted)
• The ID holder must be 21 years of age or older
• The ID must match the account holder named on the order
• A photograph of the ID is captured for our records

Delivery is refused if:

• no ID is provided;
• the recipient is under 21 years of age, or cannot prove that they are 21 or older;
• the ID appears to be fake or tampered with;
• the recipient is clearly intoxicated;
• the recipient appears to be under the influence of drugs;
• the recipient is not the account holder;
• the recipient refuses to sign the delivery receipt; or
• the address is not a private residence.

Failed Delivery Attempts

• If the account holder is unavailable or cannot present a valid original ID, the order is not handed over and is returned to our warehouse the same day
• The customer is contacted to book one new delivery slot; after two failed attempts, the order is cancelled
• Orders refused because the recipient is under 21, is clearly intoxicated or appears to be under the influence of drugs, or because the address is not a private residence, are cancelled and are not re-attempted
• Any refund for a cancelled order is handled in accordance with the Eastwood Refund, Return & Exchange Policy

Safe and Licensed Transportation

• All deliveries are carried out by Eastwood's own trained delivery staff
• Only registered, insured vehicles that are licensed for the transport of alcoholic beverages are used; vehicles are kept clean and secure, and are GPS-tracked throughout the journey
• Products are carried in sealed, tamper-evident, discreet packaging, secured inside the vehicle to prevent breakage, with temperature-sensitive products kept in suitable conditions
• Orders travel directly from our licensed warehouse to the customer's residence and remain in the custody of our delivery staff until handover; they are never transferred to third-party couriers or ride-hailing services, or left unattended
• All delivery staff hold a valid UAE driving licence, are trained in age verification and refusal procedures, and must not consume alcohol before or during their shift

Delivery Records

For every order and delivery attempt, including refused deliveries, Eastwood keeps:

• the invoice;
• the delivery receipt slip and the recipient's signature;
• recipient details (name, ID type and number, date of birth and a photograph of the ID);
• the delivery date and time;
• the delivery address; and
• product details (name, quantity, volume and price).

Delivery records are retained for seven (7) years, and invoices and transaction records for ten (10) years. They 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.

Delivery Charges

Fee Structure

Standard delivery:

• Orders below AED 300: AED 25
• Orders of AED 300 and above: free

Express delivery:

• All orders: AED 50

Remote areas:

• An additional surcharge of AED 25 may apply
• Any surcharge is shown at checkout

Free Delivery Promotions

• Free delivery promotions are announced periodically
• A promo code is required at checkout
• Terms and conditions apply to each promotion

Packaging Standards

All orders are packed with:

• double-wall cardboard boxes;
• individual bottle sleeves and dividers;
• bubble wrap for fragile items;
• ice packs for temperature-sensitive products;
• tamper-evident seals;
• discreet external packaging (no alcohol branding); and
• a packing slip inside the box.

Tracking and Communication

Real-Time Tracking

• Live GPS tracking via the mobile app
• See the delivery staff member's location in real time
• Estimated arrival time updates
• Notifications at each stage

Customer Notifications

• Order confirmed
• Order prepared and ready for dispatch
• Order dispatched
• Out for delivery (30 minutes before arrival), with a reminder to have your original ID ready
• Delivered successfully

Delivery Inspection

Customers must inspect their order at delivery, in the presence of the delivery staff member. Issues that are not reported at delivery will not be eligible for a return, exchange or refund, except as set out in the Refund, Return & Exchange Policy.

At delivery, customers should:

• inspect the packaging for visible damage;
• check that the quantity matches the order;
• check the products against the packing slip;
• report any damage to the delivery staff member before signing the delivery receipt;
• take photographs if damage is present; and
• note any issues on the delivery receipt.

Special Delivery Instructions

Delivery Preferences

You can specify:

• villa or apartment details (building, floor and unit number);
• gate or building access codes;
• parking instructions; and
• an alternative contact number.

Orders are always handed to the account holder in person at the door of the residence. Lobby, reception, security desk and contactless drop-off are not available for alcoholic beverages.

Gift Wrapping

• A gift message can be included
• Premium gift wrapping is available (at an additional charge)
• Alcoholic beverages are delivered only to the account holder at their own private residence; delivery to a third-party gift recipient is not available

Force Majeure

Delivery may be delayed or cancelled due to:

• severe weather conditions;
• natural disasters;
• government restrictions or curfews;
• civil unrest or security concerns; or
• technical failures beyond our control.

In such cases:

• customers are notified immediately;
• alternative delivery is arranged where possible; and
• a full refund is issued if delivery cannot be completed.

Age Verification and Compliance Policy

Eastwood is committed to strict compliance with UAE regulations and DCT requirements governing the sale of alcoholic beverages. This Policy sets out our age verification procedures and legal compliance measures.

Legal Requirements

UAE federal and emirate-level regulations require:

• a minimum age of 21 years for the purchase and consumption of alcohol;
• that the purchaser is non-Muslim; and
• that only licensed retailers are authorised to sell.

Multi-Stage Verification Process

Registration Stage

During account creation:

• Date of birth declaration (must be 21 or older)
• Identity verification through UAE Pass, or upload of your Emirates ID or passport (both sides)
• Automated OCR verification of identity documents
• Selfie verification for identity matching

Order Placement Stage

• Account verification status check
• Age confirmation prompt before checkout
• Delivery address validation: private residential addresses within our delivery area only

Delivery Stage

• Mandatory ID verification at delivery
• The original, physical ID must be presented to the delivery staff member (photocopies and phone images are not accepted)
• Visual age verification by trained staff
• The ID must match the registered account holder
• Delivery is made only at the registered private residential address
• A photograph of the ID is captured for record-keeping
• The recipient signs the delivery receipt as proof of receipt
• Delivery is refused if verification fails, or if the recipient is under 21, is clearly intoxicated or appears to be under the influence of drugs

Document Verification Standards

Accepted Identification

UAE residents:

• Emirates ID (mandatory)
• Valid residence visa

Tourists and visitors:

• Valid passport with a UAE entry stamp
• Valid tourist visa or entry record

Document Quality Requirements

• Clear, legible images
• All four corners visible
• No glare or shadows obscuring information
• Text and photograph clearly visible
• Front and back captured separately

Fraud Detection

• Automated checks for document tampering
• Manual review of suspicious submissions
• A blacklist of known fake ID patterns
• Cross-referencing with previous submissions
• Immediate account suspension for fraud attempts

Tourists and Visitors

• Tourists may purchase with a valid passport and a UAE entry stamp or visa
• Delivery is made to a private residential address only; delivery to hotels or hotel apartments is not available
• Purchase limits may apply
• Eligibility is valid for the duration of the visitor's stay

Consequences of Non-Compliance

Account Actions

• Immediate account suspension for providing false information
• Permanent ban for repeat violations
• Any refund for an order cancelled due to verification failure is subject to review under the Eastwood Refund, Return & Exchange Policy
• Information shared with law enforcement where required

Legal Consequences

• Violations reported to the regulatory authorities
• Potential criminal charges under UAE law
• Fines and penalties in accordance with UAE regulations

Staff Training

All Eastwood personnel receive training on:

• UAE alcohol sale regulations;
• age verification procedures;
• document authentication;
• signs of fraud, intoxication and drug use;
• residential-address and safe transport requirements;
• delivery refusal procedures; and
• reporting requirements.

Record-Keeping

We maintain records of:

• all customer verification documents;
• age verification confirmations;
• invoices;
• delivery receipt slips and recipient signatures;
• delivery ID checks (photographic evidence);
• the delivery address, date and time of every delivery;
• product details for every order; and
• refused deliveries and the reasons for refusal.

Verification and delivery records are retained for seven (7) years, and invoices and transaction records for ten (10) years, in accordance with applicable law. All records are available to DCT for review on request, within two (2) working days, or immediately during an inspection.

Contact Information