Terms of service

Last updated: 7 September 2026

Company: Kook Entertainment
DET Licence No.: 890408
Address: Al Barsha South 1, Street 88, Villa 13, Dubai, United Arab Emirates
Email: info@kook.ae
WhatsApp: +971 56 105 0859
Website: www.kook.ae

These Terms of Service ("Terms") apply to your use of the Kook website and to any rental, purchase, delivery, pickup, setup service, or other Order placed with Kook Entertainment ("Kook", "we", "us", or "our").

By using the website or placing an Order, you agree to these Terms. If you do not agree with these Terms, you should not place an Order or use our services.

1. Definitions

• "You" or "your" means the customer, prospective customer, or user of the Kook website.
• "Item" means any product, equipment, accessory, or other good offered for rental or sale by Kook.
• "Order" means any rental, purchase, or related service Order placed with Kook.
• "Rental Period" means the confirmed period beginning at the scheduled rental start time and ending at the scheduled rental return time.
• "Deposit" means the refundable rental deposit required for a rental Order.
• "Additional Fees" means any applicable late, cleaning, damage, missing-item, replacement, recovery, cancellation, or similar charges permitted under these Terms.

2. Eligibility & Identification

2.1 Age requirement

Orders must be placed by a person who is at least 18 years old and legally capable of entering into the transaction.

Minors may use rented Items only under the supervision and responsibility of an adult who has accepted these Terms and is responsible for the Order.

2.2 Identification for rentals

For rental Orders, Kook may require a valid Emirates ID, passport, visa, or other appropriate identification for identity verification, age verification, handover, fraud prevention, or account security.

Any personal information collected for verification purposes will be handled in accordance with our Privacy Policy.

3. Customer Accounts

You may be required to create or use an account when placing an Order. You are responsible for providing accurate and current information and for keeping your account details secure.

You are responsible for activity carried out through your account unless you have notified Kook of suspected unauthorized access.

4. Kook Services

Kook rents and sells camping, outdoor, leisure, and related products and may also offer services such as delivery, pickup, and equipment setup.

Available Items, services, locations, prices, and availability may change from time to time.

5. Orders, Prices & Availability

5.1 Availability

All Items and services are subject to availability and confirmation. Adding an Item to your cart does not guarantee availability until your Order has been successfully completed and confirmed.

5.2 Pricing

Prices are displayed in UAE dirhams (AED) unless otherwise stated. The price displayed at checkout when you complete your Order will normally be the applicable price, except in the case of an obvious pricing or technical error.

5.3 Order confirmation

An Order is considered confirmed once payment and any required verification have been successfully completed and Kook has issued an Order confirmation.

Order confirmations may be sent by email, SMS, WhatsApp, or another contact method associated with your Order.

6. Payments

6.1 Online payment

Orders must be paid using the payment methods made available at checkout. Kook does not currently offer cash on delivery for online Orders.

6.2 Third-party payment providers

Where a third-party payment or instalment provider is offered at checkout, your use of that service may also be subject to that provider's own terms, eligibility requirements, approval process, and privacy practices.

If a selected payment method is declined, incomplete, or unsuccessful, the Order will not be confirmed until valid payment has been completed.

6.3 Payment authorization

By submitting payment details, you confirm that you are authorized to use the selected payment method.

7. Pickup, Delivery & Shipping

7.1 Rental pickup

If you select pickup, you are responsible for collecting your rental Items at the confirmed date and time and for providing your Order confirmation and valid identification where requested.

7.2 Rental delivery

Rental delivery is currently available within Dubai only, subject to location, availability, delivery capacity, applicable fees, and the delivery options shown at checkout.

Rental delivery outside Dubai is not part of Kook's standard service.

7.3 Purchases

Delivery of purchased Items may be available throughout the United Arab Emirates, subject to the delivery options, locations, charges, and restrictions shown at checkout.

7.4 Delivery and pickup times

Scheduled delivery and pickup times may be affected by traffic, weather, emergencies, access restrictions, incorrect address information, or other circumstances outside Kook's reasonable control.

More information is available in our Shipping, Delivery & Pickup Policy.

8. Rental Period, Inspection & Use

8.1 Minimum rental period

The minimum rental period is 24 hours unless a different period is clearly stated for a particular Item or service.

For example, a rental beginning at 3:00 PM on one day will normally complete its first 24-hour rental period at 3:00 PM the following day.

8.2 Inspection and reporting existing damage

You should inspect rented Items as soon as reasonably possible after pickup or delivery.

Any existing damage, fault, missing component, or material issue must be reported to Kook within 6 hours of pickup or delivery.

Reports should be sent by WhatsApp or email and should include photographs or video where reasonably possible.

If an issue is not reported within this period, the Item may be treated as having been received in satisfactory condition, except for faults or defects that could not reasonably have been discovered during ordinary inspection.

8.3 Safe use

You must use rented Items responsibly, safely, for their intended purpose, and in accordance with any instructions, warnings, manufacturer guidance, or reasonable directions provided by Kook.

8.4 No re-renting

Rented Items may not be re-rented, sub-rented, commercially hired out, or supplied to another party for rental purposes without Kook's prior written approval.

8.5 Return condition

Rental Items must be returned by the scheduled return time, reasonably clean, undamaged beyond normal wear and tear, and packed substantially as supplied.

Returns must take place during Kook's operating hours unless another arrangement has been expressly confirmed by Kook.

8.6 Early returns

You may return rental Items before the scheduled end time, but no refund or credit will be provided for unused rental time.

9. Rental Deposits & Additional Fees

9.1 Refundable rental deposit

A refundable rental Deposit is required for every rental Order.

The Deposit is calculated based on the value of the Order and will be displayed at checkout before payment.

After the rented Items have been returned, Kook will inspect and clear the rental Order. We aim to process eligible Deposit refunds on the same day or the following day after the Items have been checked and cleared.

After Kook processes the refund, the relevant bank or payment provider may take approximately 5–15 business days to reflect the refund in your account. These external processing times are outside Kook's control.

9.2 Late return fees

Rental Items returned more than 1 hour after the scheduled return time may incur an additional daily rental charge for each additional rental period or night the Items are kept.

If you expect to be late, you should contact Kook as soon as possible. Contacting Kook does not automatically waive any applicable late fee.

9.3 Cleaning fees

If an Item is returned excessively wet, dirty, soiled, or in a condition requiring cleaning beyond Kook's normal turnaround process, a cleaning fee may apply.

The cleaning fee is AED 50 or the first-night rental rate for the affected Item, whichever is lower.

9.4 Damage fees

You are responsible for loss or damage occurring during your Rental Period beyond normal wear and tear, subject to applicable law.

If an Item can reasonably be repaired, Kook may charge the reasonable cost of repair. If an Item is damaged beyond economical repair, Kook may charge up to its current retail or reasonable replacement value.

9.5 Missing or lost Items

If an Item or component is lost or not returned, Kook may charge up to its reasonable retail or replacement value together with any applicable rental or recovery charges.

9.6 Additional Fees and the Deposit

Where Additional Fees apply, Kook may deduct them from the refundable Deposit.

If the amount due exceeds the Deposit, you remain responsible for the outstanding balance.

10. Rental Cancellations & Rescheduling

10.1 Cancellation deadline

To receive a full refund of rental charges, a cancellation must be made by 9:00 PM Dubai time on the day before the rental start date.

10.2 Late cancellations

Cancellations made after the cancellation deadline will be charged 100% of the rental booking price.

The refundable rental Deposit will be refunded, subject to any outstanding amounts lawfully due to Kook.

10.3 Rescheduling

You may request to reschedule a rental only if the request is made before the cancellation deadline.

Same-day rescheduling is not permitted.

All rescheduling requests are subject to Item availability, delivery or pickup capacity, and confirmation by Kook. If a requested new date is unavailable, the applicable cancellation terms will apply.

10.4 How to cancel or reschedule

Contact Kook on WhatsApp at +971 56 105 0859.

11. Rental Extensions

You may request an extension before your existing Rental Period expires.

Extensions are subject to availability and confirmation by Kook. Additional rental charges will apply.

An extension is not confirmed until Kook has expressly approved it and any required additional payment has been completed.

12. Outstanding Balances, Withholding Orders & Set-Off

12.1 Deposit deductions and outstanding balances

If Additional Fees or other valid charges apply, Kook may deduct them from the Deposit.

If the amount due exceeds the Deposit, you agree to pay the remaining outstanding balance when requested.

12.2 Withholding or refusing future Orders

If you owe Kook an outstanding balance, including an amount arising from a previous rental, Kook may, to the extent permitted by applicable law:

• suspend or restrict your account;
• refuse to release, deliver, or hand over Items for a new Order;
• refuse to commence additional services; and/or
• cancel or decline current or future Orders until the outstanding balance has been resolved.

12.3 Set-off

To the extent permitted by applicable law, you authorize Kook to apply or set off amounts otherwise payable, refundable, or received from you, including rental Deposits or payments relating to a new Order, against valid outstanding amounts you owe to Kook from a current or previous Order.

12.4 Notice of outstanding charges

Where reasonably practicable, Kook will notify you of the outstanding amount and provide an invoice, explanation, or reasonable breakdown of the applicable charges.

12.5 Effect of set-off on a new Order

If Kook applies part of a payment for a new Order toward a prior outstanding balance:

• you may be required to pay any remaining amount necessary to proceed with the new Order; or
• if the new Order is cancelled, Kook will refund any unapplied amount remaining after valid outstanding amounts and other amounts lawfully due to Kook have been settled.

13. Lost, Withheld or Unreturned Rental Items

If you fail or refuse to return a rented Item after the agreed return time, Kook may treat the Item as unreturned.

Subject to applicable law, Kook may:

• continue applying applicable rental or late charges until the Item is returned or otherwise resolved;
• charge up to the reasonable retail or replacement value of the Item;
• recover reasonable costs directly incurred in collecting or recovering the Item;
• suspend or restrict your account and refuse future Orders; and
• pursue recovery through appropriate legal or collection procedures where necessary.

Applicable amounts may be deducted from your Deposit or set off against other amounts in accordance with Section 12 of these Terms.

14. Purchase Returns & Refunds

14.1 Change-of-mind returns

Eligible purchased Items may be returned within 7 days of delivery or collection.

Where an eligible Item was purchased as part of a promotion or sale, the applicable return period is 5 days from delivery or collection, unless a longer period is required by applicable law or expressly stated by Kook.

Change-of-mind returns must be unused, undamaged, complete, and returned in their original packaging with proof of purchase.

Certain Items may be excluded from change-of-mind returns where permitted by applicable law, including where their nature or condition makes return inappropriate. Any applicable restriction will be communicated where relevant.

14.2 Damaged, defective or incorrect Items

If a purchased Item arrives damaged, defective, incomplete, or materially different from your confirmed Order, contact Kook as soon as reasonably possible and provide photographs or other supporting information where appropriate.

Where the issue is confirmed, Kook will provide an appropriate remedy, which may include repair, replacement, or refund, in accordance with applicable law.

14.3 Purchase refunds

Approved refunds will normally be processed to the original payment method. Bank and payment-provider processing times may vary.

Further details are available in our Return, Refund & Cancellation Policy.

15. Fraud, Unauthorized Payments & Payment Disputes

Kook may investigate suspected fraud, unauthorized transactions, or misuse of payment methods and may cooperate with payment providers, banks, and relevant authorities where appropriate.

Knowingly providing false information or making a dishonest payment dispute may result in restriction of your account, refusal of future service, or appropriate recovery action.

Nothing in this section restricts your right to raise a genuine billing or payment dispute.

16. Intellectual Property

Unless otherwise stated, the content of the Kook website, including text, graphics, photographs, illustrations, logos, branding, layout, and other original material, is owned by or licensed to Kook and is protected by applicable intellectual property laws.

You may not reproduce, distribute, commercially exploit, or materially reuse Kook content without prior permission except where permitted by law.

17. Third-Party Websites & Services

The website may contain links to websites or services operated by third parties, including payment providers and social-media platforms.

Kook does not control those third-party services and is not responsible for their content, availability, security, or privacy practices.

18. Prohibited Use

You must not use the website or Kook's services to:

• engage in unlawful, fraudulent, or deceptive activity;
• attempt unauthorized access to accounts, systems, servers, or data;
• introduce malicious code or interfere with the operation or security of the website;
• misrepresent your identity or payment authority;
• use another person's account without authorization;
• harass, threaten, or abuse Kook employees, contractors, delivery personnel, or other customers; or
• use rented Items for a prohibited, unlawful, or materially unsafe purpose.

19. Suspension, Refusal of Service & Cancellation by Kook

Kook may suspend an account, refuse service, decline an Order, or cancel a pending Order where reasonably necessary because of:

• a material breach of these Terms;
• unpaid outstanding amounts;
• fraud or suspected unauthorized payment activity;
• misuse, loss, or repeated damage of rental Items;
• threatening or abusive behaviour;
• safety concerns; or
• legal or regulatory requirements.

Where Kook cancels an Order for reasons unrelated to a customer's breach or outstanding liability, any appropriate refund will be processed in accordance with the circumstances and applicable law.

20. Safety, Disclaimers & Limitation of Liability

You are responsible for choosing Items appropriate for your intended activity and for using them safely and responsibly.

You must follow any safety instructions, manufacturer warnings, setup guidance, operating limits, or other information supplied with an Item.

Outdoor activities may involve inherent risks, including changing weather, terrain, heat, fire, water, traffic, wildlife, and user error. Kook does not control the conditions in which rented or purchased Items are ultimately used.

Nothing in these Terms excludes or limits any liability or consumer right that cannot legally be excluded or limited under applicable law.

To the maximum extent permitted by applicable law:

• Kook will not be liable for indirect, incidental, special, or consequential losses arising from or relating to an Order, except where such liability cannot lawfully be excluded or limited; and
• Kook's total aggregate liability arising from or relating to a particular Order will not exceed the total amount paid by you to Kook for that Order, except where applicable law does not permit such a limitation.

21. Privacy & Personal Data

Kook processes personal information in accordance with its Privacy Policy.

Personal information may be used where appropriate to:

• process and fulfil Orders;
• verify customer identity;
• manage rental Deposits and Additional Fees;
• arrange delivery, pickup, and setup services;
• provide customer support;
• prevent fraud and protect Kook's systems and property; and
• comply with applicable legal and regulatory obligations.

Service-related communications may be sent using the contact details associated with your Order.

Marketing communications will be handled in accordance with our Privacy Policy and your applicable communication preferences.

22. Events Outside Our Reasonable Control

Kook will not be responsible for a failure or delay caused by circumstances outside its reasonable control, including severe weather, natural disasters, major traffic disruption, government action, civil emergencies, strikes, utility or communications outages, or transportation disruption.

Where such an event materially affects an Order, Kook will use reasonable efforts to communicate with the customer and provide an appropriate operational solution where possible.

23. Governing Law & Jurisdiction

These Terms are governed by the applicable laws of the United Arab Emirates and, where applicable, the Emirate of Dubai.

Subject to any mandatory consumer-protection or jurisdictional requirements under applicable law, disputes arising out of or relating to these Terms or an Order will be subject to the jurisdiction of the competent courts of Dubai, United Arab Emirates.

24. Changes to These Terms

Kook may update these Terms from time to time to reflect changes to its services, operating practices, website, or applicable requirements.

The version published on the website will show the date of the most recent update. Material changes will be communicated where reasonably appropriate.

Unless otherwise required by law, the Terms applicable to an Order will generally be the version in effect when that Order was placed.

25. Contact Kook

WhatsApp: +971 56 105 0859
Email: info@kook.ae
Contact page: Contact Kook