Terms & Conditions

Welcome to ORA. These Terms & Conditions (“Terms”) govern your access to and use of the ORA website at or-a.ae, the ORA mobile application, and all related products, services, software, digital content, and features provided by ORA (collectively, the “Platform”).

By accessing, browsing, registering, purchasing a voucher, listing a business, or otherwise using any part of the Platform, you acknowledge that you have read, understood, and agree to be legally bound by these Terms.

ORA is a premium digital marketplace connecting customers with independent businesses offering premium lifestyle experiences. The Platform enables Users to discover businesses, browse offers, purchase digital vouchers, redeem vouchers with participating Merchants, and receive personalised recommendations.

Categories include: Fitness, Gyms, Personal Training, Boxing, Martial Arts, Yoga, Pilates, Recovery, Spa, Wellness, Beauty, Hair Salons, Nail Salons, Medical Clinics, Dental Clinics, Aesthetic Clinics, Hotels, Beach Clubs, Restaurants, Brunches, Cafés, Lifestyle Experiences, Events, and Premium Experiences.

ORA is solely an online technology platform. ORA does not own, operate, manage, or control any of the businesses listed on the Platform. All services are provided independently by third-party Merchants. The contract for any purchased service is concluded directly between the User and the Merchant.

Account

A registered ORA user account.

Business Day

Any day other than Friday, Saturday, or UAE public holidays.

Customer

Any individual purchasing or redeeming a voucher through ORA.

Merchant

Any independent business listed on the Platform.

Offer

Any product, service, membership, promotion, package, or experience listed by a Merchant.

Platform

The ORA website, mobile applications, APIs, software, systems, and associated services.

User

Any visitor, registered user, customer, merchant representative, or other individual using the Platform.

Voucher

A digital voucher purchased through ORA which may be redeemed with the relevant Merchant.

By using the Platform, you confirm that you have legal capacity to enter into binding agreements, all information provided is accurate and complete, and you will comply with these Terms and all applicable laws.

You may use ORA only if you are at least 18 years old, or have legal authority from a parent or guardian where permitted by applicable law.

ORA reserves the right to amend these Terms at any time. Where legally required, Users will be notified of material changes via email, in-app notifications, or website notices. Continued use of the Platform following updated Terms constitutes acceptance.

ORA provides technology enabling Users and Merchants to interact electronically. The Platform may include searchable listings, digital vouchers, instant purchases, merchant profiles, promotions, loyalty programmes, recommendations, payment processing, customer support, notifications, and artificial intelligence features. Features may be added, modified, or removed without prior notice.

Nothing in these Terms creates an employment, agency, franchise, partnership, or fiduciary relationship between ORA and any Merchant. Each Merchant operates as an entirely independent business. ORA does not supervise or control Merchant operations.

The Platform is initially available within the United Arab Emirates. ORA may expand to additional jurisdictions including Bahrain, Saudi Arabia, Qatar, Oman, Kuwait, Thailand, Indonesia, Singapore, Europe, North America, Australia, and other territories.

ORA may introduce additional services including memberships, subscriptions, travel bookings, hotel reservations, concierge services, event ticketing, corporate accounts, gift cards, loyalty programmes, AI-powered recommendations, and digital wallets. Such services may be governed by supplementary terms.

Certain features require Users to create an account. You agree to provide accurate, current, and complete information. Creating multiple accounts to circumvent these Terms is strictly prohibited.

You are solely responsible for maintaining the confidentiality of your login credentials and all activities through your account. Notify ORA immediately of any unauthorised access. ORA is not liable for loss arising from unauthorised use resulting from your failure to protect your credentials.

ORA may require identity verification including government-issued ID, Emirates ID or passport, trade licence documentation, or payment verification. Failure to comply may result in restricted access, suspension, or termination.

Businesses wishing to list on ORA must complete the merchant registration process and be approved before listings become publicly available. ORA has sole discretion to approve or reject any application.

Before activating a Merchant account, ORA may request: valid UAE trade licence or equivalent, passport or Emirates ID of the authorised representative, proof of business address, VAT registration where applicable, bank account details, professional licences, and insurance certificates.

Each Merchant agrees to maintain all legally required licences, comply with applicable laws, provide services professionally and safely, honour every valid voucher purchased through ORA, maintain accurate descriptions and pricing, and maintain high customer service standards.

Merchants are solely responsible for determining prices, promotional rates, discounts, and redemption conditions. Where an obvious pricing error has occurred, ORA reserves the right to cancel the transaction and issue an appropriate refund.

Merchants warrant that their business operates lawfully, all advertised services comply with UAE legislation, required professional qualifications are maintained, and all advertisements are truthful. ORA does not independently audit or certify Merchants.

ORA may suspend or permanently remove any Merchant where ORA reasonably believes the Merchant has breached these Terms, violated applicable law, failed to honour vouchers, received repeated legitimate complaints, committed fraud, or become insolvent.

Users may purchase digital vouchers through the Platform for eligible offers. Completion of payment creates a legally binding purchase. ORA reserves the right to refuse or cancel any transaction where fraud, technical error, or pricing error is reasonably suspected.

Unless expressly stated otherwise: vouchers are digital only, have no cash value, cannot be exchanged for cash, and cannot be redeemed with any business other than the issuing Merchant. Purchase of a voucher does not automatically reserve an appointment unless expressly stated.

Unless otherwise stated on the individual offer page, vouchers remain valid for ninety (90) calendar days from the date of purchase. The validity period displayed on the offer page shall prevail.

To redeem a voucher, Users may be required to present the digital voucher or QR code, present government-issued identification where requested, and comply with Merchant policies. Merchants may refuse redemption where the voucher has expired, has already been redeemed, or fraud is suspected.

Users may not duplicate, modify, sell, transfer for commercial gain, or reproduce QR codes. ORA may immediately invalidate vouchers involved in suspected abuse.

Appointment scheduling is managed directly by the Merchant. Users remain responsible for contacting the Merchant, arriving on time, and complying with cancellation requirements. ORA is not responsible for appointment availability.

Cancellations requested before voucher redemption may qualify for a refund under ORA’s Refund Policy. Cancellations after redemption are generally non-refundable. Failure to attend a confirmed appointment may result in voucher forfeiture.

If a Merchant cancels before redemption, the User may reschedule, receive replacement services, or request a refund where applicable. ORA may assist in resolving disputes but does not guarantee outcomes.

Expired vouchers are generally non-refundable and cannot be reinstated unless required by applicable law or approved by ORA at its sole discretion.

All prices are shown in United Arab Emirates Dirhams (AED) unless otherwise stated. Pricing displayed at checkout shall prevail.

ORA currently accepts Stripe, Apple Pay, Google Pay, Visa, Mastercard, Debit Cards, and Credit Cards. Additional payment methods may be introduced without prior notice.

Payments are processed through secure third-party payment providers. ORA does not store complete payment card information. By submitting payment information, Users authorise ORA to charge the selected payment method for the purchase amount.

If payment cannot be successfully processed, the transaction may be cancelled and vouchers will not be issued. Users remain responsible for ensuring sufficient funds are available.

Where duplicate payments are confirmed due to technical error, ORA will use reasonable efforts to process an appropriate refund. Users should report duplicate transactions promptly through ORA Customer Support.

Where a listing contains an obvious pricing mistake, ORA reserves the right to cancel the affected purchase, refuse redemption, refund the amount paid, and correct the listing — even where payment has already been processed.

ORA actively monitors transactions for suspected fraud. ORA may cooperate with payment processors, banks, and law enforcement where required by law.

Refund requests are assessed in accordance with these Terms, applicable Merchant terms, and UAE law. Unless otherwise required by law, refunds are processed to the original payment method.

A User may request a refund before redeeming a voucher, provided the voucher has not expired, has not been redeemed, no appointment has been completed, and no fraud or abuse is suspected.

Once a voucher has been redeemed, scanned, validated, or otherwise used to obtain the relevant service, the purchase becomes final. Except where required by applicable law or where the Merchant agrees otherwise, redeemed vouchers are not refundable.

If a Merchant permanently cancels an appointment before redemption, ORA may arrange an alternative appointment, issue a replacement voucher, or issue a refund to the original payment method.

Refunds may not be available where services cannot be provided due to circumstances beyond reasonable control including natural disasters, governmental restrictions, pandemics, or war. ORA will use reasonable efforts to facilitate an alternative solution where possible.

Users agree to contact ORA before initiating a payment dispute or chargeback. Where a User files an unjustified chargeback after receiving a valid voucher or service, ORA reserves the right to suspend the account, recover associated costs, and pursue legal remedies.

Users agree to use the Platform honestly, lawfully, and in accordance with these Terms.

Users must not create fake accounts, impersonate another person, misuse vouchers, exploit software bugs, attempt unauthorised access, upload malware, scrape Platform data, reverse engineer the Platform, post unlawful content, infringe intellectual property rights, or harass other Users or Merchants.

Users shall not redeem the same voucher multiple times, duplicate QR codes, alter or reproduce vouchers, sell vouchers commercially, or purchase vouchers using stolen payment methods. Any voucher obtained through fraud or abuse shall be void.

Users may only submit reviews based on genuine personal experiences. ORA reserves the right to remove reviews that are false, defamatory, misleading, or generated by bots. Repeated abuse may result in permanent account suspension.

ORA may offer promotional campaigns, discounts, referral bonuses, or promotional codes. Unless otherwise stated, promotions cannot be combined, have no cash value, may be withdrawn at any time, and remain subject to availability.

ORA may introduce additional services including gift cards, subscription plans, premium memberships, and loyalty programmes. Such services may be governed by supplementary terms.

All intellectual property rights relating to the Platform remain the exclusive property of ORA or its licensors, including trademarks, logos, graphics, software, databases, website design, AI-generated content, and marketing materials.

ORA grants Users a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for personal, lawful purposes. This licence does not permit copying, modifying, distributing, or commercially exploiting the Platform or ORA branding.

Merchants retain ownership of content they upload. By uploading content, Merchants grant ORA a worldwide, royalty-free licence to display, reproduce, modify, and distribute such content for operating and promoting the Platform.

Where Users submit reviews, photographs, or other content, they grant ORA a perpetual, worldwide, royalty-free licence to use such content for operational, marketing, and promotional purposes.

ORA may introduce artificial intelligence technologies including personalised recommendations, intelligent search, customer support, automated translations, and fraud detection. AI-generated information is provided for convenience only.

Artificial intelligence outputs may occasionally contain inaccuracies. ORA makes no warranty regarding the completeness, accuracy, or reliability of AI-generated recommendations. AI recommendations do not constitute professional advice.

The Platform is provided on an “as available” and “as is” basis. ORA does not guarantee uninterrupted availability, error-free operation, or complete accuracy of Merchant information. Users access the Platform at their own risk.

ORA does not provide medical advice. Information relating to clinics, medical treatments, dental services, or healthcare providers is published by independent Merchants. Users should always seek advice from qualified healthcare professionals before undertaking any procedure.

Participation in gyms, boxing, martial arts, personal training, yoga, Pilates, sports, and wellness activities involves inherent risks. Users participate voluntarily and assume full responsibility for any injury or loss. Users should consult a qualified physician before beginning any fitness programme.

Beauty treatments and aesthetic services are performed solely by independent Merchants. ORA makes no representation regarding results, suitability, safety, or qualifications.

ORA does not operate restaurants, hotels, or hospitality venues listed on the Platform. ORA is not responsible for food quality, hygiene, allergies, or accommodation standards. All hospitality services remain the sole responsibility of the relevant Merchant.

Each Merchant is solely responsible for the quality and safety of its services, compliance with all applicable laws, maintaining required licences and insurance, honouring valid vouchers, and all acts or omissions of its employees and contractors.

To the fullest extent permitted by applicable law, ORA shall not be liable for any indirect, incidental, consequential, special, or punitive damages, including loss of profits, revenue, business interruption, data loss, or damages arising from technical failures, internet interruptions, or payment processor failures.

Where ORA is found legally liable, ORA’s total aggregate liability shall not exceed the amount actually paid by the User to ORA for the relevant transaction giving rise to the claim.

The Platform is provided on an “AS IS” and “AS AVAILABLE” basis. ORA makes no representation or warranty that the Platform will always be available, operate without interruption, or be free from bugs or errors.

Users agree to indemnify and hold harmless ORA, its owner, affiliates, employees, and contractors from and against any claims, liabilities, losses, damages, and costs arising from breach of these Terms, misuse of the Platform, fraud, or content uploaded by the User.

ORA is committed to protecting personal data in accordance with applicable laws. Collection, processing, storage, and retention of personal information are governed by the ORA Privacy Policy, which forms an integral part of these Terms.

ORA aims to process personal data in accordance with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL) and any implementing regulations.

The Platform uses cookies to authenticate Users, remember preferences, improve performance, analyse traffic, personalise content, and enhance security. Users may manage cookie preferences through browser settings.

By creating an account, Users may receive transactional emails and account notifications. Users may separately opt in to receive marketing communications and may unsubscribe at any time.

ORA implements commercially reasonable safeguards to protect personal data. No online platform can be guaranteed to be completely secure. Users acknowledge the inherent risks associated with internet-based services.

ORA reserves the right to investigate any activity it reasonably believes may involve fraud, abuse, or unlawful conduct. ORA may cooperate with payment providers, banks, law enforcement agencies, and regulatory authorities where required by law.

Where applicable, ORA may conduct Anti-Money Laundering (AML) and Know Your Customer (KYC) verification procedures. Failure to comply may result in suspension or termination of access.

ORA may temporarily suspend access to perform maintenance or upgrades. ORA shall not be liable for any loss arising from temporary interruptions in service.

ORA is not responsible for losses arising from software defects, internet outages, payment gateway downtime, or third-party service interruptions. Where a technical error materially affects a purchase, ORA may provide an appropriate remedy at its discretion.

Users must not attempt to compromise Platform security, introduce malicious software, or gain unauthorised access. Such conduct may result in immediate termination of access and referral to relevant authorities.

These Terms shall be governed by and construed in accordance with the laws of the United Arab Emirates as applicable in the Emirate of Dubai.

Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Dubai, United Arab Emirates.

ORA shall not be liable for any failure or delay in performing its obligations where such failure results from events beyond its reasonable control, including natural disasters, pandemics, acts of government, war, terrorism, utility failures, or internet disruptions.

ORA may assign, transfer, or subcontract its rights and obligations to an affiliate, successor company, or purchaser of its business without obtaining prior consent from Users. Users may not assign their rights without ORA’s prior written consent.

ORA reserves the right to transfer the operation of the Platform to a newly incorporated or affiliated legal entity. Such transfer shall not adversely affect the rights of Users under these Terms.

These Terms, together with the Privacy Policy, Refund Policy, and Cookie Policy, constitute the entire agreement between ORA and the User concerning use of the Platform and supersede all prior agreements.

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

Failure by ORA to enforce any provision of these Terms shall not constitute a waiver of that provision.

By using the Platform, Users agree to receive communications electronically. Electronic communications satisfy any legal requirement that such communications be made in writing.