Terms & Conditions

These Terms and Conditions ("Terms") govern your access to and use of the Eastwood website at www.eastwoodintl.com, the Eastwood mobile application and any products or services offered by Eastwood General Trading L.L.C. ("Eastwood", "we", "our" or "us").

By accessing or browsing the Platform, registering for an Account, placing an Order or otherwise using the Platform, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the Platform.

Important: The Platform is for persons aged 21 years and over only. Alcoholic beverages are delivered only to private residential addresses, using Eastwood's safe and licensed transportation, and are handed over only to the verified account holder on presentation of their original identification. See Sections 3, 5 and 12.

Company Information

Definitions

In these Terms:

“Account” means a customer account created on the Platform.

“Customer", "you" and "your” mean any person accessing or using the Platform.

“DCT” means the Department of Culture and Tourism – Abu Dhabi.

“Order” means a request submitted through the Platform for the purchase of Products.

“Platform” means the Eastwood website, mobile application and associated services.

“Private Residential Address” means a villa or apartment occupied as a private home.

“Products” means any products offered for sale through the Platform.

“Wallet” means any digital credit balance, promotional credit, store credit or reward balance maintained by Eastwood for a Customer.

Eligibility

Age Requirement

You must be at least twenty-one (21) years of age to access the Platform and to purchase, receive or consume alcoholic beverages through the Platform.

Legal Capacity

You confirm that you have the legal capacity to enter into binding agreements under applicable laws.

Territory

Eastwood currently delivers only within the Emirate of Abu Dhabi. Availability may vary by location and may be amended at any time.

Identity Verification

You must complete identity and age verification before placing an Order, and you must present your original, valid Emirates ID or passport at delivery. Eastwood may also require you to provide valid government-issued identification at any other stage of registration, ordering, payment or fulfilment.

Account Registration

Account Creation

To use certain features of the Platform, you may be required to create an Account.

You agree to provide accurate, complete and current information during registration and to keep that information up to date.

Account Security

You are responsible for:

1. maintaining the confidentiality of your login credentials;
2. restricting access to your devices; and
3. all activity that occurs under your Account.

Unauthorised Use

You must notify Eastwood immediately if you become aware of any unauthorised access to or use of your Account.

Eastwood shall not be liable for losses resulting from unauthorised use of your Account where such use results from your failure to maintain appropriate security.

Identity and Age Verification

Verification Process

Eastwood verifies the identity and age of every Customer at registration and again at delivery, in accordance with the Eastwood Age Verification Policy. Verification methods include:

1. date of birth declaration at registration;
2. identity verification through UAE Pass, or by uploading an Emirates ID or passport, supported by automated document checks and selfie matching;
3. an age confirmation prompt before checkout;
4. physical inspection of the recipient's original Emirates ID or passport at delivery;
5. fraud prevention checks; and
6. payment verification processes.

Refusal of Service

Eastwood may refuse, suspend or cancel any Order or Account where:

1. verification cannot be completed;
2. the information provided appears inaccurate;
3. fraud is suspected;
4. the recipient is under 21, is clearly intoxicated or appears to be under the influence of drugs; or
5. legal or regulatory concerns arise.

Products and Availability

Product Information

Eastwood endeavours to ensure that product descriptions, images, pricing and specifications are accurate. However:

1. images are for illustrative purposes only;
2. packaging may differ from the images shown;
3. vintages, labels and packaging may change without notice; and
4. minor inaccuracies may occur.

Availability

All Products are subject to availability. Products displayed on the Platform do not constitute a guarantee of stock availability.

Eastwood reserves the right to:

1. limit quantities;
2. discontinue Products;
3. substitute packaging where necessary; and
4. remove Products from sale at any time.

Orders

Order Submission

Submission of an Order does not constitute acceptance by Eastwood.

Order Acceptance

An Order is accepted only once Eastwood confirms acceptance and begins fulfilment.

Order Refusal

Eastwood reserves the right to refuse or cancel any Order for any lawful reason, including:

1. stock shortages;
2. pricing errors;
3. failed verification;
4. suspected fraud;
5. payment issues;
6. the delivery address not being a Private Residential Address; or
7. regulatory compliance concerns.

Pricing

Currency

All prices displayed on the Platform are in UAE Dirhams (AED) unless otherwise stated.

Taxes

Prices include VAT where applicable, unless expressly stated otherwise.

Pricing Errors

Despite our efforts, pricing errors may occasionally occur. Where a pricing error is identified:

1. Eastwood may cancel the affected Order;
2. Eastwood may contact you with revised pricing; and
3. a full refund will be issued where payment has already been collected.

Promotional Pricing

Promotional pricing may be amended, withdrawn or corrected at any time. No promotion creates a continuing entitlement to discounted pricing.

Payments

Accepted Payment Methods

Eastwood may accept one or more of the following payment methods:

1. credit cards;
2. debit cards;
3. digital wallets (Apple Pay, Samsung Pay and Google Pay);
4. cash on delivery, where available and subject to verification;
5. Eastwood Wallet credits; and
6. any other payment method made available on the Platform.

Payment Authorisation

By placing an Order, you authorise Eastwood and its payment service providers to charge the applicable amount using your selected payment method.

Failed Payments

Eastwood may suspend, cancel or refuse Orders where:

1. payment authorisation fails;
2. payment cannot be processed;
3. fraud indicators are detected; or
4. chargeback activity is identified.

Payment Providers

Payments are processed by third-party, PCI-DSS compliant payment providers. Eastwood is not responsible for interruptions, delays or failures caused by payment service providers.

Eastwood Wallet

Wallet Services

Eastwood may provide Wallet functionality to selected Customers or to all Customers. Wallet balances may consist of:

1. promotional credits;
2. referral rewards;
3. goodwill credits;
4. refunds; and
5. other credits issued by Eastwood.

Nature of Wallet Balances

Wallet balances are a promotional Platform feature and do not constitute a bank account, stored-value account or financial product.

Expiry

Eastwood may determine expiry periods for Wallet balances at its discretion. Different Wallet credits may have different expiry periods.

Modification and Cancellation

Where fraud, abuse, technical errors or misuse are suspected, Eastwood reserves the right to:

1. reverse Wallet credits;
2. modify Wallet balances;
3. suspend Wallet functionality; and
4. cancel Wallet credits.

Transferability

Wallet balances are non-transferable and may not be sold, assigned, gifted or exchanged.

Cash Value

Wallet balances have no cash value and are not redeemable for cash, except where required by applicable law.

Refunds to Wallet

Eastwood may issue refunds to a Customer's Wallet at its discretion.

Promotions, Referrals and Discounts

Promotions

Eastwood may offer promotions, discounts, promotional codes, introductory offers, loyalty benefits and other incentives.

Promotional Changes

Eastwood may amend, suspend, withdraw or terminate any promotion at any time.

Errors

Eastwood reserves the right to correct promotional errors and to cancel benefits obtained through obvious mistakes, technical errors or misuse.

Referral Programmes

Eastwood may operate referral programmes from time to time. Eligibility criteria, reward values and redemption conditions shall be determined solely by Eastwood.

Abuse

Eastwood may cancel referral rewards where:

1. multiple accounts are created;
2. fraudulent activity is detected;
3. promotional systems are abused; or
4. activity is inconsistent with the intended purpose of the programme.

Responsible Promotion

Eastwood's promotions will not target or appeal to persons under 21, encourage excessive consumption or associate alcohol with driving.

Delivery

Delivery Area

Eastwood delivers only within the Emirate of Abu Dhabi, in the areas shown on the Platform at checkout. Delivery availability may change at any time.

Private Residential Addresses Only

Alcoholic beverages are delivered only to Private Residential Addresses. Eastwood does not deliver alcoholic beverages to hotels or hotel apartments, offices or other commercial premises, labour or staff accommodation, schools or universities, places of worship, hospitals, 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.

Safe and Licensed Transportation

All Orders are delivered by Eastwood's own trained delivery staff, using registered and insured vehicles that are licensed for the transport of alcoholic beverages. Orders are carried in sealed, tamper-evident packaging, travel directly from Eastwood's licensed warehouse to the delivery address, and remain in the custody of Eastwood's delivery staff until they are handed over. Orders are never transferred to third-party couriers or left unattended.

Delivery Estimates

Delivery times displayed on the Platform are estimates only. Eastwood does not guarantee delivery within any specific timeframe.

Delivery-Stage Verification

Before any Order is handed over, the delivery staff member will:

1. inspect the recipient's original, valid Emirates ID or passport (photocopies, photographs and digital images are not accepted);
2. confirm that the photograph on the identification matches the recipient;
3. confirm that the name on the identification matches the account holder named on the Order;
4. 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; and
6. obtain the recipient's signature on the delivery receipt as proof of receipt.

A photograph of the identification is captured for Eastwood's records, and a delivery receipt slip is issued to the Customer.

Refusal of Delivery

Delivery will not be completed 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. the recipient does not present an original, valid identification document;
5. the recipient is not the account holder named on the Order;
6. the address is not a private residence or is not the address on the Order;
7. the recipient refuses to complete verification or to sign for the Order;
8. the delivery environment is unsafe; or
9. other legal or regulatory concerns arise.

Orders are never left with neighbours, building security, reception or any other person.

Delivery Records

Eastwood maintains a record of every Order and delivery attempt, including refused deliveries. Each record includes the invoice, the delivery receipt slip and signature, the recipient's details, the delivery date and time, the delivery address and the Product details. Delivery records are retained for seven (7) years, and invoices and transaction records for ten (10) years. They are available to DCT for review on request, within two (2) working days, or immediately during an inspection.

Failed Deliveries

Where delivery cannot be completed due to customer-related circumstances, additional charges may apply. Any refund will be handled in accordance with the Eastwood Refund, Return & Exchange Policy.

Cancellations

Customer Cancellations

Orders may be cancelled before fulfilment begins. Once fulfilment or dispatch has commenced, cancellation rights may be restricted.

Eastwood Cancellations

Eastwood may cancel Orders for lawful reasons, including:

1. stock unavailability;
2. payment issues;
3. verification failures;
4. compliance concerns; or
5. operational issues.

Refunds Following Cancellation

Where Eastwood cancels an Order after payment has been collected, a refund will be processed in accordance with the Refund, Return & Exchange Policy.

Customer Responsibilities

You agree:

1. not to provide false information;
2. not to misuse the Platform;
3. not to interfere with security systems;
4. not to attempt unauthorised access;
5. not to purchase alcoholic beverages for, or supply them to, any person under 21;
6. not to request delivery to a non-residential address, or collection by any person other than the account holder;
7. not to engage in fraudulent conduct; and
8. not to violate applicable laws.

User Content

Customer Reviews

Customers may submit ratings, reviews and other content.

Licence

By submitting content, you grant Eastwood a worldwide, royalty-free, non-exclusive licence to use, reproduce, display and distribute that content for business and marketing purposes.

Removal Rights

Eastwood may remove content at its discretion.

Intellectual Property

All intellectual property rights relating to the Platform remain the exclusive property of Eastwood or its licensors. You may not:

1. copy Platform content;
2. reproduce Platform content;
3. distribute Platform content;
4. reverse engineer software; or
5. exploit Platform content commercially without written permission.

Account Suspension and Termination

Eastwood may suspend or terminate Accounts where:

1. these Terms are breached;
2. fraud is suspected;
3. misuse occurs; or
4. legal requirements necessitate action.

Termination shall not affect accrued rights or obligations.

Disclaimer

The Platform and services are provided on an "as available" basis. Eastwood does not warrant:

1. uninterrupted operation;
2. error-free functionality;
3. continuous availability; or
4. compatibility with all devices or software.

Limitation of Liability

To the fullest extent permitted by law:

1. Eastwood shall not be liable for indirect, incidental, consequential or special damages;
2. Eastwood shall not be liable for loss of profits, revenue, goodwill, opportunities or data; and
3. Eastwood's aggregate liability shall not exceed the value of the Order giving rise to the claim.

Nothing in these Terms excludes liability that cannot legally be excluded.

Indemnity

You agree to indemnify and hold harmless Eastwood and its directors, officers, employees, contractors and affiliates against any claims, liabilities, damages, costs and expenses arising from:

1. your breach of these Terms;
2. your misuse of the Platform;
3. your violation of applicable laws; or
4. your negligent or unlawful conduct.

Force Majeure

Eastwood shall not be liable for delays or failures caused by events beyond its reasonable control, including:

1. natural disasters;
2. severe weather;
3. governmental actions;
4. internet outages;
5. labour disputes;
6. acts of terrorism; or
7. infrastructure failures.

Changes to These Terms

Eastwood may update these Terms from time to time. Updated Terms shall become effective upon publication on the Platform. Continued use of the Platform constitutes acceptance of the revised Terms.

Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.

Governing Law and Jurisdiction

These Terms shall be governed by the laws of the United Arab Emirates as applied in the Emirate of Abu Dhabi.

The courts of Abu Dhabi shall have exclusive jurisdiction to resolve disputes arising out of or relating to these Terms, except where applicable law requires otherwise.

Contact Information