Terms & Conditions

NAO Terms and Conditions (UAE)

Last Updated: 1st August 2025

1. Introduction

Welcome to NAO. These Terms and Conditions ("Terms") set out the rights and responsibilities between NAO LLC ("NAO," "we," "us," or "our") and users of our online platform ("you," "your," or "User"). By accessing or using the NAO app or website (collectively, the "Platform"), you agree to be bound by these Terms and the applicable rules and policies referenced herein.

NAO LLC is a limited liability company established under the laws of the United Arab Emirates (UAE) with its principal place of business in Shams Business Center, Sharjah Media City Freezone, Al Messaned, Sharjah, UAE

2. Eligibility to Use the Platform

You may use our Platform only if you meet the following conditions:

• You are at least 18 years old and legally capable of entering into contracts under UAE law.
• You have registered a personal or professional account with valid and truthful information.
• You will not use the Platform for unlawful, harmful, or misleading purposes.
• You accept these Terms and agree to comply with all applicable UAE laws and regulations.

We reserve the right to verify your identity or eligibility at any time.

3. Platform Overview

NAO Marketplace is an e-commerce platform that enables individuals and businesses in the UAE to buy and sell goods. We serve as a digital intermediary and do not own, inspect, or directly sell the items listed on the Platform. All transactions are concluded solely between Users.

4. Account Registration & Responsibilities

To engage in buying or selling on NAO, you must create a user account. You are responsible for safeguarding your login credentials and for all activity conducted under your account. You agree to:

• Provide accurate, complete, and updated information.
• Keep your account secure.
• Notify us immediately if you suspect unauthorized access.

NAO may suspend or terminate accounts that violate these Terms or UAE law.

5. User Conduct and Prohibited Activities

You must not engage in any behaviour that could damage the integrity or security of the Platform. Prohibited conduct includes, but is not limited to:

• Posting illegal, offensive, or misleading content;
• Using the Platform to promote counterfeit goods or prohibited items;
• Violating intellectual property rights;
• Circumventing Platform fees or policies;
• Attempting to hack, disrupt, or overload our systems;
• Using automation tools (e.g., bots or scrapers) without permission.

We may restrict or remove any content that violates these guidelines.

6. Listings and Transactions

Sellers are responsible for the accuracy and legality of their listings. All product descriptions, images, and pricing must reflect the actual item offered. Buyers commit to honouring their purchases once a transaction is confirmed.

NAO does not accept any responsibility for the condition of items and may remove listings or cancel transactions if they violate UAE laws or these Terms.

7. Payments and Payouts

Payments on NAO are processed via authorized UAE-based payment providers. Buyers may use available methods such as debit/credit cards. Funds from completed sales will be disbursed to Sellers in accordance with our payout schedule, subject to applicable fees and verification procedures. Sellers can expect to receive their funds within 5 business days of a completed sale. 

NAO does not handle funds directly. All monetary transactions are managed securely by licensed third-party processors in compliance with UAE financial regulations.

8. Dispute Resolution and Refunds

If an item is not received, is damaged, or does not match the description, Buyers must file a complaint within 48 hours of delivery. Sellers must respond promptly and cooperate with resolution efforts.

NAO will investigate disputes and issue refunds or take appropriate action in accordance with our internal policies and the laws of the UAE. Our decision will be final in such matters.

9. Intellectual Property

All content, trademarks, and proprietary materials on the Platform belong to NAO or its licensors. Users may not copy, distribute, or use any Platform content for commercial purposes without prior written consent.

10. Termination of Access

We may suspend or permanently disable your account if:

• You breach these Terms;
• You provide false or misleading information;
• You engage in unlawful activity on the Platform;
• Your account is flagged for fraudulent or offensive behaviour.

Users may also delete their accounts at any time via the app or by contacting customer support.

11. Limitation of Liability

To the fullest extent permitted under UAE law, NAO disclaims all warranties and will not be liable for any indirect, incidental, or consequential damages arising from your use of the Platform. 

11.1. Notwithstanding anything to the contrary, NAO LLC hereby disclaims, and is released from, all liability and claims relating to the Services and Items, including any defects or flaws in the Items, any delays in supplying the Services or Items, any damage to the Items outside of the control NAO LLC (including during postage) and/or relating to your use of the Items.

11.2. To the fullest extent permitted by law, NAO LLC excludes all warranties, guarantees or conditions, whether statutory, express, implied, collateral or otherwise, relating to the Services and the Items. In the event that NAO LLC is satisfied that any loss or damage is justified as its fault, its liability shall be limited to the value of the relevant Order. 

In no circumstances shall NAO LLC or its Related Entities or Associates be liable to you, or anyone claiming under or through you, for consequential or punitive losses or damages, howsoever caused, arising in relation to these Terms, the Services or the Items. 

11.3. You hereby release and indemnify NAO LLC (and its Related Entities and Associates), and keep NAO LLC released and indemnified, from and against all claims, demands, losses, damages, proceedings, compensation, costs, charges, expenses and liabilities relating to any breach of these Terms, or the warranties in these Terms, by you or your representatives or agents.

12. Dispute Resolution Process

12.1. Scope

This process applies to disputes between buyers and sellers related to orders, returns, 

refunds, or communication breakdowns.

12.2. Initial Resolution

We encourage users to resolve issues directly with one another, via the platform's messaging system.

12.3. Escalation to NAO Marketplace

If no agreement is reached, either party may escalate. An escalation must be raised within 2 days of the buyer receiving the item. 

1. Go to the relevant order and click “Open Dispute”.
2. Provide supporting evidence (photos, correspondence, etc.)
3. Our support team will investigate within 5 business days.

12.4. Resolution

NAO Marketplace may:

• Approve full/partial refund
• Require item return
• Reject the claim (if insufficient evidence)
• Temporarily suspend accounts pending investigation

12.5. Final Decision

Our decision is final. We reserve the right to ban users who abuse the dispute process.

13. Seller Onboarding Agreement

This Seller Onboarding Agreement (“Agreement”) is entered into by and between the Seller (“You”) and NAO (“Platform”), a UAE-licensed online marketplace.

13.1. Eligibility

You confirm that:

• You are at least 18 years old and legally able to enter into contracts.
• Your products or services comply with UAE laws and regulations.

13.2. Seller Responsibilities

• Accurately describe and price all listings.
• Fulfill all orders in a timely manner.
• Respond to buyer inquiries within 2 business days.
• Handle returns and refunds in accordance with the Returns & Refunds Policy.
• Comply with all UAE consumer protection, data privacy, and tax regulations.

13.3. Fees and Payouts

• Platform fees (10%) are deducted from each sale.
• Payouts are made within 5 business days to your designated UAE bank account., via our third party payment processer. NAO is not responsible for any delay in payment caused by the third party payment processor. 
• It is the sellers responsibility to ensure the correct banking details are provided. 

13.4. Prohibited Items

You agree not to list:

• Counterfeit or unauthorized branded goods
• Drugs, weapons, or other restricted items
• Any item prohibited by UAE law

13.5. Account Suspension

NAO Marketplace may suspend or terminate your seller account for:

• Repeated customer complaints
• Fraud or misrepresentation
• Violation of this Agreement or UAE law

13.6. Governing Law

This Agreement is governed by the laws of the United Arab Emirates.

14.Value Added Tax (VAT)

14.1. VAT Registration and Responsibility

1.1 NAO LLC ("we", "us", or "the Platform") is a VAT-registered entity under the laws of the United Arab Emirates. Our services are subject to VAT at the prevailing rate as required by the Federal Tax Authority (FTA).

1.2 All Users agree that where applicable, VAT will be added to fees, charges, and commissions related to the use of the Platform in accordance with UAE VAT laws.

14.2. VAT on Fees Charged by the Platform

14.2.1 Sellers:
Any commission, subscription fee, advertising fee, or other charges payable by Sellers to the Platform shall be exclusive of VAT. A 5% VAT will be added to such amounts, and a valid tax invoice will be issued to the Seller for each transaction.

14.2.2 Buyers:
Where applicable, service or administrative fees charged to Buyers by the Platform will also be subject to VAT at the standard rate. The final amount displayed at checkout will include all applicable VAT charges.

14.3. Seller Responsibility for VAT on Sales

14.3.1 Each Seller is solely responsible for determining whether they are required to register for VAT in the UAE and for charging VAT on sales of goods or services made through the Platform.

14.3.2 NAO Marketplace acts solely as an intermediary platform connecting Buyers and Sellers and is not the legal supplier of goods or services listed by Sellers, unless otherwise explicitly stated.

14.3.3 Sellers who are VAT-registered must:

• Charge VAT on their supplies to Buyers, where applicable
• Issue VAT-compliant tax invoices to Buyers upon request
• Remit any VAT collected directly to the Federal Tax Authority

14.3.4 NAO Marketplace bears no responsibility or liability for a Seller’s failure to comply with applicable VAT laws or to correctly charge or remit VAT.

14.4. VAT Invoicing and Record Keeping

14.4.1 NAO Marketplace will issue VAT-compliant tax invoices to Sellers and Buyers for all fees charged by the Platform.

14.4.2 Users are advised to retain all tax invoices and consult with their tax advisors regarding their individual VAT obligations.

14.5. Changes to VAT Laws

14.5.1 In the event of any changes in applicable VAT rates, laws, or regulations, the Platform reserves the right to adjust its pricing and VAT calculations accordingly without prior notice.

15. Delivery and Liability Disclaimer

15.1. Third-Party Delivery

NAO Marketplace does not handle deliveries directly. Sellers are responsible for:

• Shipping the product to the buyer in a timely manner
• Ensuring packaging is secure and suitable for transport

15.2. Delays or Non-Delivery

NAO Marketplace is not liable for:

• Delivery delays due to third-party couriers
• Items lost or damaged in transit
• Incorrect shipping addresses provided by the buyer

15.3. Liability Limitation

To the fullest extent permitted by UAE law:

• NAO Marketplace disclaims all liability for product performance, condition, accuracy of descriptions, or fulfilment delays
• Buyers and sellers are responsible for ensuring items comply with applicable regulations, NAO terms and safety standards

15.4. Risk Transfer

Ownership and risk remain with the seller, until such time as the buyer has received the item, unless otherwise agreed.

16. Governing Law and Jurisdiction

These Terms are governed by the laws of the United Arab Emirates. Any disputes arising from your use of the Platform shall be subject to the exclusive jurisdiction of the courts of the UAE.

17. Amendments to These Terms

We may revise these Terms from time to time. Users will be notified of material changes via the Platform. Continued use of the Platform after changes are published constitutes acceptance of the updated Terms.

If you have any questions, please contact our support team via the Platform or at help@nao.fashion