POLICIES

Terms of service

Terms of service

Terms of Service (United Arab Emirates)

Last updated: 28 April 2026

OVERVIEW

This website is operated by Klouds. Throughout the site, the terms “we”, “us” and “our” refer to Klouds. Klouds offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

 

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

 

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and Services to you.

 

SECTION 1 - ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence (which in the UAE is 21 years of age), or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

 

You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

 

You must not transmit any worms or viruses or any code of a destructive nature. A breach or violation of any of the Terms will result in an immediate termination of your Services.

 

SECTION 2 - GENERAL CONDITIONS

We reserve the right to refuse Service to anyone for any reason at any time.

 

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

 

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission by us.

 

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

 

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk. Please consult an appropriately qualified health professional for tailored personal advice.

 

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

 

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice.

 

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES

Certain products or Services may be available exclusively online through the website. These products or Services may have limited quantities and are subject to return or exchange only according to our Refund Policy.

 

  • Actual products: The colours and flavours of each product may vary from batch to batch due to inconsistencies that may exist within the raw ingredients used for manufacture of each product. We have implemented robust quality assurance and compliance procedures to ensure that all raw materials used in the manufacture of the products meet our minimum raw material specification requirements and the final colour or flavour will not affect the quality of the product.

     

  • Consumption of product at your own risk: You consume all products at your own risk. We recommend that you always read the product labels and follow the dosage directions prior to consumption or use, or as directed by your healthcare professional. If symptoms persist, or if you need medical advice related to our products, please consult an appropriately qualified healthcare professional.

  • Naturopaths and Nutritionists: If you have any questions related to our Products, our team of experienced Naturopaths and Nutritionists would love to hear from you.

We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or Services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or Service made on this site is void where prohibited.

 

We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

 

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

 

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

 

Marketing consent: By using this site and its associated functionality, you consent to us sending you direct marketing communications to the email address you provide. You can unsubscribe from these emails at any time. Please refer to our Privacy Policy for further information on how we obtain your consent.

 

For more details, please review our Refund Policy.

 

SECTION 7 - OPTIONAL TOOLS

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

 

You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of the optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new Services and/or features through the website (including the release of new tools and resources). Such new features and/or Services shall also be subject to these Terms of Service.

 

SECTION 8 - THIRD-PARTY LINKS

Certain content, products and Services available via our Service may include materials from third-parties.

 

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or Services of third-parties.

 

We are not liable for any harm or damages related to the purchase or use of goods, Services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

 

SECTION 9 - USER COMMENTS, FEEDBACK, REVIEWS AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

 

Product Reviews Guidelines: We value your opinion of our products as it helps us innovate and improve our products for you. To make sure we can publish your review, we need to make sure we comply with various rules relating to reviews of our products, including helping us comply with the Ministry of Health and Prevention (MOHAP) regulations which apply to the advertising of our products.

 

  • DO: Make sure you have actually used the product for its intended purpose. Keep it simple, focused on the product and its benefits. Be helpful.

     

  • DO NOT: Use the review function to write about customer service. Mention competing products or competitors. Post content which invades people’s privacy. Use inappropriate language, profanities, racist or sexual slurs, prejudiced, defamatory or unlawful comments, or terms of abuse. Post any links to other websites.

     

Product Review Terms: By submitting a review you grant us a non-exclusive, royalty-free, perpetual, irrevocable, and fully sub-licensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media. You agree to waive your right to be identified as the author, confirm you own the content, are not involved with the production or marketing of the products, are not an employee of a healthcare facility, and have not been compensated for the review.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

 

SECTION 10 - PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy.

 

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

 

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

 

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of our Service will be uninterrupted, timely, secure or error-free. We do not warrant that the results that may be obtained from the use of the Service will be accurate or reliable. You agree that from time to time we may remove the Service for indefinite periods of time or cancel the Service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all products and Services delivered to you through the Service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

 

In no case shall Klouds, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, Service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the Service or any products procured using the Service, or for any other claim related in any way to your use of the Service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the Service or any content (or product) posted, transmitted, or otherwise made available via the Service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

 

SECTION 14 - INDEMNIFICATION

You agree to indemnify, defend and hold harmless Klouds and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, Service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

 

SECTION 15 - SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes. These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site. If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

 

SECTION 17 - ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision. These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and governs your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service). Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

 

SECTION 18 - GOVERNING LAW & DISPUTE RESOLUTION

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the federal laws of the United Arab Emirates and the local laws of the Emirate of Dubai. You can bring proceedings in the courts of Dubai, United Arab Emirates.

 

Alternative Dispute Resolution: No one wants the hassle or expense of going to court. We would prefer to settle any dispute with you amicably. If you are not happy with how we have handled any complaint or product issue, you may refer the dispute to local consumer protection bodies, such as the Department of Economy and Tourism (DET) in Dubai. Contact us for more details.

 

SECTION 19 - CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time at this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 - CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at musashi@klouds.ae.

Our contact information is posted below: Klouds Goshi Warehouse city #31 - Al Quoz - Al Quoz Industrial Area 3 - Dubai, UAE Phone: +971 50704 8858

 

SECTION 21 - DELIVERY & EVENTS OUTSIDE OUR CONTROL

  • Reliable Delivery Service: We use Aramex to ship to all UAE customers. We may use an alternative courier company if deemed necessary.

     

  • We endeavour to ensure all orders received by 1:00pm (GST) are despatched the same day. We endeavour to ensure all other orders are despatched the next business day. Be aware that shipping times may experience delays during significant promotional events or peak seasonal periods.

     

  • Tracking your delivery: Once despatched, the courier company will notify you via email and/or SMS and provide consignment tracking information. Progress of your delivery can be tracked via the courier’s website.

     

  • Time of delivery: All orders are despatched from Goshi Warehouse city - Warehouse No:31 - Al Quoz - Al Quoz Industrial Area 3 - Dubai, Dubai, UAE.

  • Place of delivery: Products will be delivered to the address you provide in your order. Our couriers may require a signature to leave your delivery. Deliveries are made Monday-Saturday on days that are not public holidays. Our couriers do not make deliveries on statutory UAE public holidays.

  • Events Outside Our Control: We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an Event Outside Our Control (e.g., strikes, civil commotion, war, fire, explosion, storm, flood, natural disaster, pandemic, failure of telecommunications networks, backorder situations).

  • COVID-19 Exclusion: Notwithstanding anything to the contrary in these Terms, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by Covid-19 or subsequent global pandemics (e.g., closure of warehouses, restriction on supply, staff shortages, embargoes).

SECTION 22 - COUPON CODES

Typically, coupon codes expire after 12 months, although they can also be discontinued without prior notice. Coupon codes cannot be combined with any other offers or discounts including price matching of any other retailer nor applied to previous purchases.

SECTION 23 - MOBILE TERMS OF SERVICE

The mobile message service (the “Service”) is operated by Klouds/Musashi. Your use of the Service constitutes your agreement to these terms and conditions. By consenting to our SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of us through your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You may opt-out of the Service at any time. Text the single keyword command STOP or click the unsubscribe link in any text message to cancel. For Service support or assistance, email musashi@klouds.ae.

SECTION 24 - MUSASHI UNITED MEMBERS

Upon successful membership registration, you will be entitled to a standard discount of 25% off regular-priced items unless otherwise stated.

  • First Order Discount: New email subscribers are eligible for an additional discount on their first purchase (total 30% off regular-priced items).

  • Exclusions: Discounts are applicable only to items that are not already on sale, bundled, or otherwise discounted.

  • Transparency: We aim to be as transparent as possible in our advertising and communication. If any member feels there is ambiguity or misleading information, contact musashi@klouds.ae.

SECTION 25 - PROMOTION TERMS & CONDITIONS

  • Acceptance: By adding product/s to cart or using the redemption code for an offer means you agree to these terms and conditions.

  • Offer Period: Promotions on our site are available for a limited time as advertised. All specified amounts are in AED.

  • Redemption: Enter the redemption code during checkout or use auto-applied codes/discounts.

  • Gift with Purchase Offers: Limited time, subject to stock availability and each order only qualifies for one gift.

SECTION 26 - REFER A FRIEND PROGRAM

Open to all Musashi United Members.

  • Referral Reward: When you refer a friend who is a new customer, they will receive a credit to use on their first order, in addition to any existing member discounts.

  • Referrer Reward: As the referrer, you will receive Musashi Points once your friend completes their first purchase.

SECTION 27 - AI AGENT

Responses provided by our AI chatbot and/or AI Agent are generated automatically based on patterns in data and user interactions. While we strive for accuracy, we cannot guarantee the correctness, completeness, or reliability of the information provided. Users are encouraged to verify critical information independently or consult a qualified professional for specific concerns.

SECTION 28 - CLAIMS

Claims below are based on verified industry sales data provided by independent market research firms. (Note: Ensure these claims comply with local UAE advertising regulations, as local authorities may require market-specific substantiation).

  • #1 High Protein Bar in Australia, is based on dollar sales in Australian Grocery and Pharmacy channels, measured by Circana, for the 52 weeks ending 20 April 2025.

  • #1 Sports Nutrition Brand in Australia, is based on dollar sales in Australian Grocery and Pharmacy channels, measured by Circana, for the 52 weeks ending 8 October 2023.

Refunds & Returns Policy

We have a 2-day return policy, which means you have 2 days after receiving your item to request a return.

UAE Consumer Protection Law: We strive to comply with all provisions of the UAE Consumer Protection Law (Federal Law No. 15 of 2020). Any unintentional deviations from said provisions are purely accidental, and we commit to rectifying them immediately upon notice. If the product you have bought is faulty, we will provide a remedy as required by UAE law.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We may also request some or all of the following information to assist us with the assessment of any product or order claim:

  • Order number

  • Best customer contact details

  • Product – Full name / size

  • Product – Batch number

  • Product – Expiry date

  • Issue/complaint description

  • Photo of stock

To start a return, you can contact us at musashi@klouds.ae. Please note that returns will need to be sent to the following address: Klouds Goshi Warehouse city - Warehouse No:31 - Al Quoz - Al Quoz Industrial Area 3 - Dubai, Dubai, UAE

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at musashi@klouds.ae.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

  • Short-Dating: Any Products which have a “best before date”, “expiry date”, or “use by date” by which they must be used, which are despatched by us at least 14 days prior to that date, will not be accepted back for credit or exchange for reasoning of short dating.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at musashi@klouds.ae.