Terms & Conditions

These Terms and Conditions govern your use of the Protein website and mobile application, and your subscription to our meal plans. The Service is operated by Protein Fitness Meals, registered in Kuwait as Protein United Catering Company (“Protein”, “the Company”, “we”, “us” or “our”).

By creating an account, placing an order or subscribing to a plan, you confirm that you have read these Terms and that you agree to be bound by them. If you do not agree, please do not use the Service.

These Terms should be read together with our Privacy Policy, which explains how we collect and use your personal information.

1. Definitions

• Company / we / us — Protein Fitness Meals, registered in Kuwait as Protein United Catering Company.
• Service — the Protein website, the Protein mobile application, our meal plans and the delivery of those meals.
• App — the Protein mobile application on iOS and Android.
• Plan or Package — a meal programme offered by the Company, such as a diet, athlete, keto, pregnancy, vegetarian or kids package.
• Subscription — your agreement to receive meals under a Plan for a chosen number of days.
• You or Customer — the individual or entity subscribing to or using the Service.

2. Who may subscribe

Our meals are suitable for children from the age of 6, including our dedicated kids packages.

A subscription is a contract, so the account holder must be 18 years of age or older. A subscription for a child is taken out and managed by a parent or legal guardian, who holds the account, provides the child’s details, and remains responsible for payment and for telling us of any allergy or medical dietary requirement.

You confirm that the information you give us — including your name, telephone number, delivery address, and any health or dietary information — is accurate and complete, and that you will keep it up to date.

3. Your account

You are responsible for keeping your account details and password confidential, and for all activity that takes place under your account. Please tell us immediately if you believe someone else has gained access to it.

We may suspend or close an account that is used to give false information, to abuse a promotion, or in breach of these Terms.

4. Subscriptions and how they work

You may subscribe through the App, by telephone through our Call Center, or on WhatsApp. You choose a Plan, customise it, select your meals from the available menu, and choose your subscription days.

Our packages are flexible. You may adjust the number of meals and snacks, the protein and carbohydrate portions, and the subscription days. A full package includes three meals and two snacks per day; you may take meals only, snacks only, or any combination.

Your Subscription runs for the number of days you have selected and paid for. Meals are prepared fresh each day by our chefs and delivered daily; they are not frozen or prepared in bulk for the whole week.

5. Changing, pausing or skipping days

You may manage your Subscription through the App or by contacting Customer Service. Any change — including pausing your subscription or skipping a day — must be requested at least 48 hours in advance.

This notice period exists because your meals are bought, portioned and cooked ahead of delivery. Once a day has entered preparation it cannot be changed, skipped or credited.

If an ingredient becomes unavailable, we may substitute an item of comparable nutritional value. Where the change is significant we will try to contact you first.

6. Delivery

We deliver to all areas of Kuwait, seven days a week, in two daily slots — morning and evening. Your delivery time is scheduled according to your area and our delivery routes.

Delivery times are estimates, not guarantees. Traffic, weather, road closures, official holidays and other events outside our reasonable control may delay a delivery.

You must make sure your delivery address is correct and that your meals can be received or safely left. Once meals have been delivered to the address you gave us, responsibility for them passes to you.

There is no limit on changing your delivery address, and you may use more than one address within the same subscription. We recommend requesting an address change at least two days in advance.

If a delivery cannot be completed because the address was wrong or incomplete, because access was refused, or because no one was available to receive it and no safe place was given, the meal is treated as delivered and cannot be credited.

7. Prices and payment

Prices depend on the package you choose and the length of your subscription. The price that applies is the one shown in the App or on our website at the time you subscribe, and it includes any taxes or charges applicable at that time.

We may change our prices at any time. A change never affects a Subscription you have already paid for; it applies from your next subscription or renewal.

Payment is made in Kuwaiti Dinar through an approved payment provider. We do not receive or store your full card details. Your Subscription begins once payment has been confirmed.

Discount codes and corporate offers may be applied through the App or given to Customer Service when you subscribe. Unless we state otherwise, only one code may be used per subscription. Codes have no cash value and may be withdrawn or amended at any time.

8. Cancellation and refunds

You may cancel your Subscription at any time, with no restrictions, through the App or by contacting Customer Service.

Because meals are prepared fresh, cancellation takes effect from the first day that has not yet entered preparation — in practice, 48 hours after your request. Days already delivered or already in preparation are not refundable.

Any refund due for unused days is processed within a maximum of five working days from the date the cancellation is confirmed. Refunds are returned to the payment method used for the original purchase. The time your bank takes to show the amount is outside our control.

9. Nutrition information and the calorie calculator

The calories and macronutrients for each meal are calculated and displayed in the App. Meals are portioned carefully, but natural variation in fresh ingredients means the figures are close estimates rather than exact laboratory values.

Our calorie calculator estimates your targeted daily calories from the details you enter, using standard published formulas. It is a general guide only.

Nothing in the Service is medical, nutritional or dietary advice, and it is not a substitute for consulting a qualified healthcare professional. You should speak to your doctor before starting or changing any eating plan — and you must do so if you are pregnant or breastfeeding, are diabetic, have kidney, liver, heart or digestive conditions, have an eating disorder, or are taking medication affected by diet. A free consultation with our team is available and is not a substitute for medical advice either.

Results differ from person to person. We do not promise any particular weight, body composition or health outcome.

10. Allergies and dietary requirements

You may customise your meals to your dietary preferences and list any foods you dislike so that they are excluded.

If you have a food allergy or a medical dietary requirement, you must contact us on 2209 0100 or request a free consultation before you subscribe, so that our team can advise you. Please keep this information current if anything changes.

Our meals are prepared in a single kitchen that also handles common allergens, including nuts, peanuts, dairy, eggs, gluten, fish, shellfish, sesame, soy and mustard. Although we take care in preparation, we cannot guarantee that any meal is entirely free of traces of these ingredients, and we cannot accept liability on that basis.

11. Handling your meals after delivery

Please refrigerate your meals promptly after delivery, consume them by the date shown on the label, and follow any heating instructions provided. We cannot be responsible for meals that are left unrefrigerated, stored incorrectly, or eaten after the date shown.

12. Complaints about a meal

If you are not satisfied with the quality of a meal, please contact us on the same day of delivery, and in any case within 24 hours, so that we can investigate while the meal and that day's production records are still available. You can reach us on 2209 0100, on WhatsApp, or by email.

13. Acceptable use

When using the Service, you agree not to:

• give false information, or use another person’s payment method or identity;
• resell our meals or use them for a commercial purpose without our written consent;
• attempt to access parts of the Service you are not authorised to use, or interfere with its operation;
• copy, decompile or reverse engineer the App, or extract data from it by automated means;
• abuse, threaten or harass our staff, our kitchen team or our delivery drivers.

14. Our content and brand

The website, the App, our menus, recipes, photography, text, designs, the name Protein and our logo are owned by or licensed to the Company and are protected by law. You may view and use them for your own personal use of the Service. You may not copy, reproduce, publish or use them commercially without our written permission.

15. The App and third-party services

The App is distributed through the Apple App Store and Google Play, and your download and use of it are also subject to those stores’ own terms. Payments are handled by a third-party payment provider under its own terms.

We may update the App from time to time to add features, fix problems or meet security requirements. Some features may require you to install the latest version.

16. Availability of the Service

We aim to keep the Service available at all times, but we may suspend, withdraw or restrict all or part of it for maintenance, technical or business reasons. We will give notice where we reasonably can.

17. Suspension and termination by us

We may suspend or end your Subscription, with a refund of any unused days, if payment fails or is reversed, if the account is used fraudulently or to abuse a promotion, if you materially breach these Terms, or if our staff or drivers are subjected to abusive or unsafe behaviour.

18. Our responsibility to you

We are responsible for preparing and delivering your meals with reasonable care and skill and to the food safety standards required in Kuwait.

Nothing in these Terms limits or excludes any liability that cannot be limited or excluded by law, including liability for death or personal injury caused by our negligence, or for fraud.

Subject to that, and to the extent permitted by law: we are not liable for indirect or consequential loss, or for loss of profit, opportunity or data; we are not liable for failing to achieve a particular health, weight or fitness outcome; and our total liability arising from your Subscription is limited to the amount you paid for the part of the Subscription affected.

19. Events outside our control

We are not responsible for delay or failure to perform caused by events outside our reasonable control, including severe weather, road closures, fire, flood, epidemic, strike, interruption to utilities or telecommunications, failure of suppliers, or acts of government. Where such an event affects delivery, we will contact you and credit or reschedule the affected days.

20. Changes to these Terms

We may update these Terms from time to time. The current version is always the one published on this page, with the date it was last updated shown at the top. Where a change is significant we will notify you by email or through the App. Continuing to use the Service after a change means you accept the updated Terms.

21. Language

These Terms are published in English and in Arabic. In the event of any inconsistency between the two versions, the Arabic version prevails.

22. Governing law

These Terms, and any dispute arising out of or in connection with them or with your Subscription, are governed by the laws of the State of Kuwait, and the courts of the State of Kuwait have jurisdiction.

23. Contact us

Protein Fitness Meals
Registered in Kuwait as Protein United Catering Company
Telephone: 2209 0100
Email: info@proteinfitnessmeals.com