Age Verification Policy

Eastwood General Trading L.L.C. ("Eastwood") is committed to responsible retail practices and to compliance with the laws, regulations and requirements of the Department of Culture and Tourism – Abu Dhabi ("DCT") governing the sale and delivery of age-restricted products.

This Age Verification Policy forms part of the Eastwood Terms and Conditions.

Purpose

The purpose of this Policy is to ensure that Eastwood supplies age-restricted products only to individuals who meet the applicable legal age requirement, and to set out how customers' age and identity are verified at registration, at checkout and at delivery.

Minimum Age Requirement

Customers must be at least twenty-one (21) years of age to:

1. access the Platform;
2. create an Account;
3. purchase age-restricted products;
4. receive age-restricted products; and
5. accept delivery of age-restricted products.

The 21+ age restriction is displayed on the Eastwood app and website.

Verification Process

Eastwood verifies age and identity at three stages.

Registration

1. The customer declares their date of birth and confirms that they are 21 years of age or older.
2. The customer verifies their identity through UAE Pass, or by uploading both sides of their Emirates ID or passport.
3. Uploaded documents are checked using automated document verification, and a selfie is matched to the identification document.
4. The Account is activated for purchases only once the customer's identity has been verified and they are confirmed to be 21 or older.

Checkout

1. The customer's verification status is checked before the Order can be placed.
2. The customer must confirm that they are 21 or older before checkout.
3. The delivery address must be a private residential address (a villa or apartment occupied as a home) within the Emirate of Abu Dhabi.

Delivery

Identification is checked again at the door before any Order is handed over (see Delivery-Stage Verification below).

Accepted Identification

Eastwood accepts the following government-issued identification:

1. Emirates ID (UAE residents); or
2. a valid passport with a valid UAE visa or entry stamp (visitors).

Identification must:

1. be the original document when presented at delivery (photocopies, photographs and digital images are not accepted);
2. be valid and not expired;
3. be legible;
4. not be altered; and
5. belong to the individual presenting it.

Delivery-Stage Verification

Verification at delivery is mandatory for every Order. Before handing over an Order, Eastwood's delivery staff member will:

1. inspect the recipient's original, valid Emirates ID or passport;
2. check that the photograph on the identification matches the recipient;
3. check that the name on the identification matches the verified account holder named on the Order;
4. check the date of birth to confirm that the recipient is 21 years of age or older;
5. confirm that the delivery location is the private residential address on the Order;
6. photograph the identification for record-keeping; and
7. obtain the recipient's signature on the delivery receipt as proof of receipt.

A delivery receipt slip is then issued to the customer.

Refusal of Delivery

Delivery will not be completed, under any circumstances, where:

1. the recipient is under 21 years of age, or cannot prove that they are 21 or older;
2. the recipient is clearly intoxicated;
3. the recipient appears to be under the influence of drugs;
4. no original, valid identification is presented;
5. the identification does not match the recipient or the account holder named on the Order;
6. identity or age cannot otherwise be verified;
7. fraud concerns arise;
8. the address is not a private residence or is not the address on the Order; or
9. the recipient refuses to complete verification or to sign for the Order.

Where delivery is refused, the Order is not handed over to any other person or left at the address. It is returned to Eastwood's warehouse, and the refusal and the reason for it are recorded.

Fraud Prevention

Eastwood uses automated and manual verification processes to identify:

1. fraudulent activity;
2. suspicious behaviour;
3. altered or counterfeit documents; and
4. duplicate accounts.

Refusal of Service

Eastwood may suspend, restrict or terminate Accounts where verification requirements are not satisfied, where false information is provided, or where there are repeated or deliberate attempts to obtain delivery to a person who does not meet the requirements of this Policy.

Staff Training

All Eastwood delivery staff are trained in:

1. age and identity verification procedures;
2. recognising altered or counterfeit documents;
3. recognising signs of intoxication and drug use;
4. residential-address and safe transport requirements;
5. delivery refusal procedures; and
6. record-keeping and reporting requirements.

Records

Eastwood maintains a record of every Order and every delivery attempt, including refused deliveries. Records include:

1. invoices;
2. delivery receipt slips and recipient signatures;
3. recipient details (name, identification type and number, date of birth and a photograph of the identification);
4. the delivery date and time;
5. the delivery address;
6. product details (product name, quantity, volume and price);
7. customer verification results; and
8. 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 and the Eastwood Privacy Policy. These records are available to DCT for review on request, within two (2) working days, or immediately during an inspection.

Changes to This Policy

Eastwood may update this Policy from time to time. Updated versions will be published on the Platform.

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