Terms of service


TERMS OF SERVICE — KOOK ENTERTAINMENT

Last Updated: 31 Dec 2025
Website: https://www.kook.ae (the “Site”)
Company: Kook Entertainment (DET License No. 890408)
Address: Al Barsha South 1, Street 88, Villa 13, Dubai, UAE
Email: info@kook.ae
WhatsApp: +971 56 105 0859

These Terms of Service (“Terms”) apply to your access to and use of the Site and any rental or purchase of products/equipment (“Items”) from Kook Entertainment (“Kook”, “we”, “us”, “our”). By using the Site or placing an order (purchase or rental), you agree to be bound by these Terms.

If you do not agree, you must stop using the Site immediately.

1) Definitions

  • “You/your”: customers, prospective customers, and users of the Site.
  • “Items”: camping/outdoor products, equipment, and goods offered for rent and/or sale on the Site.
  • “Order”: any purchase or rental order placed on the Site.
  • “Rental Period”: the period from pickup/delivery time to the agreed return time.
  • “Deposit”: a refundable rental deposit (if applicable).
  • “Additional Fees”: late, cleaning, damage, missing/lost, replacement, cancellation, recovery, and other fees described in these Terms.

2) Eligibility and ID Verification

2.1 Age restriction. The Site and services are offered and available to users who are 18 years of age or older. If you are under 18, you may only use the Site and services under the supervision of a parent/legal guardian who will be responsible for the Order.

2.2 ID checks (rentals). For rentals, we may require valid identification (Emirates ID or passport/visa where applicable) for age verification, pickup/delivery verification, fraud prevention, and account security.

3) Account Registration and Security

You may be required to create an account to place an Order. You agree that all information you submit is accurate and kept up to date. You are responsible for maintaining confidentiality of your account login details and all activity under your account. If you suspect unauthorized access, contact us immediately.

4) Our Services

We rent and sell camping and outdoor equipment through the Site, including (by way of example) canopies, chairs, tents, tables, mats, bonfire pits, and related Items.

5) Orders, Pricing, and Availability

  • 5.1 Availability. Items are subject to availability and confirmation. We do not guarantee that any Item will always be available.
  • 5.2 Pricing. Prices are displayed in AED and may change. The price at checkout is the price applicable to your Order at the time you complete payment (unless there is an obvious error).
  • 5.3 Order confirmation. We will send an Order confirmation by email and/or SMS once payment is successfully completed (and after any required verification).

6) Payments (Online Only)

6.1 Online payments only. We do not offer Cash on Delivery. All Orders must be paid online using the payment options displayed at checkout (including, where available, Stripe/card payments and Tabby).

6.2 Tabby. If you select Tabby, you agree to Tabby’s terms and approval process. If Tabby is not approved, fails, or is not completed, your Order may remain unconfirmed until you complete payment using (i) Tabby “Pay in Full” (if available to you) or (ii) Stripe/card payment. We may hold availability only for a reasonable time and may cancel if payment is not completed.

6.3 Authorization. You confirm you are authorized to use the selected payment method.

7) Pick-up, Shipping, and Delivery

7.1 Rentals

Pickup. If you choose pickup, it is your responsibility to collect Items at the scheduled date/time and provide the Order confirmation and ID as requested.

Delivery (rentals). We currently deliver rentals within Dubai. In rare cases we may agree to deliver outside Dubai/UAE in writing, but this is not guaranteed and remains subject to operational capacity, address accuracy, and additional charges.

Delivery times. Delivery/pickup times are estimates and may vary due to traffic, weather, emergencies, or other factors beyond our control.

7.2 Purchases

We generally deliver purchases within the UAE. Estimated delivery timelines (if shown) are estimates only, and delays may occur due to factors beyond our control.

8) Rentals: Minimum Period, Inspection, Use, and Returns

8.1 Minimum rental period. The minimum rental period is 2 days (one night) unless stated otherwise on the Site.

8.2 Inspection and reporting window (important).

  • You should inspect Items immediately upon pickup/delivery.
  • You must report any damage/fault within 6 hours of pickup/delivery, with photo evidence, via WhatsApp or email (info@kook.ae).
  • If not reported within this window, Items are deemed accepted in good condition except for issues that could not reasonably have been discovered on inspection.

8.3 Use and care. You must use Items safely, as intended, and in accordance with any instructions/warnings provided.

8.4 No re-renting. Items may not be used for re-renting or third-party rental purposes unless we agree in writing.

8.5 Returns. Items must be returned on time, clean, undamaged, and packed as supplied. Returns must be made within our operating hours unless otherwise agreed.

9) Deposits and Additional Fees

9.1 Rental Deposit (per order)

A refundable Deposit may be required for rental Orders. The Deposit is per order and calculated based on cart value, and will be shown at checkout.

Deposit refunds: Once the gear is checked and cleared by our team, we aim to process the Deposit refund the same day and no later than the next day, depending on operational volume and payment processing times. (Bank/payment provider timelines may vary.)

9.2 Additional Fees

Additional Fees may apply, including but not limited to:

  • Late fees: Rentals returned more than one (1) hour late may incur daily rental charges for each additional night they are kept.
  • Cleaning fee: For Items returned excessively wet/dirty, a cleaning fee may be assessed. The cleaning fee is AED 50 or the first-night rental rate (whichever is less) per item.
  • Damage fees: If any part of the equipment is damaged beyond normal wear and tear, we may charge shop rates for repair. If damaged beyond repair, you may be charged the full retail/replacement cost, including rental fees already paid.
  • Missing/lost item: For any Item that is not returned, we may charge up to the full retail/replacement value, including rental fees already paid.
  • Cancellation (rentals): Any cancellation must be made by 9:00 PM (GMT+4, Dubai time) on the day before the reservation date. Cancellations made later may be charged 100% of the rental booking price, with Deposit refunded (if applicable), unless otherwise required by applicable law.

10) Rescheduling Rentals

10.1 Rescheduling permitted (no same-day). You may request to reschedule a rental only if the request is made before the cancellation cutoff in Section 9.2 (9:00 PM Dubai time the day before the reservation date). Same-day rescheduling is not permitted.

10.2 Subject to availability. Rescheduling is subject to availability, delivery/pickup capacity, and confirmation by Kook. If rescheduling is not possible, the cancellation terms apply.

11) Outstanding Balances; Withholding Orders; Set-Off (Unpaid Damages Policy)

11.1 Deposit deduction. If Additional Fees apply, we may deduct them from the Deposit. If Additional Fees exceed the Deposit (or no Deposit applies), you agree to pay the remaining outstanding balance immediately upon demand.

11.2 Withholding fulfilment. If you have any outstanding balance owed to Kook (including from prior rentals), we may, at our discretion:

  • (a) suspend or restrict your account;
  • (b) refuse to release, deliver, or hand over any Items for a new Order;
  • (c) refuse to commence services; and/or
  • (d) cancel any current or future Orders/reservations.

11.3 Set-off (applying new payments to old balances). To the extent permitted by applicable law, you authorize Kook to apply (“set-off”) any amounts payable by you or received from you (including amounts paid for a new Order/reservation, delivery/pickup charges, or any Deposit) against any outstanding balance you owe to Kook (including from prior rentals).

11.4 Invoice/breakdown. Before applying set-off (where practicable), we will notify you of the outstanding balance and provide an invoice/breakdown of the charges.

11.5 If set-off is applied. If we apply amounts paid for a new Order toward a prior outstanding balance, then:

  • (i) you may be required to pay any remaining amount to proceed with the new Order; or
  • (ii) you may request cancellation and we will refund any un-applied amount (portion not used to settle amounts owed), subject to any non-refundable charges already incurred and/or amounts lawfully due to Kook.

12) Refusal to Return / Unreturned Items (Important)

If you fail or refuse to return any rented Item by the agreed return time, the Item will be treated as unreturned. Without limiting any other rights or remedies, Kook may:

  • (a) continue charging daily rental charges until the Item is returned or replaced (at Kook’s discretion);
  • (b) charge a replacement fee up to the full retail/replacement value of the Item (plus any applicable taxes/fees);
  • (c) charge reasonable recovery/collection, delivery, and administrative costs incurred in retrieving the Item;
  • (d) suspend or terminate your account and cancel future orders; and/or
  • (e) pursue recovery through formal collection and/or legal channels where appropriate.

Any amounts due may be deducted from the Deposit and/or set-off against any amounts received from you under Section 11.

13) Return, Refund, and Cancellation Policy (Purchases)

13.1 Change of mind returns. Purchases may be returned within 7 days from the purchase date. Purchases made during promotions/sales may be returned within 5 days. Returned Items must be unused, undamaged (except where already damaged on delivery), and in original packaging with proof of purchase.

13.2 Damaged/faulty on delivery. If an Item arrives damaged/faulty, contact us immediately with evidence. Where confirmed, we will provide a remedy as appropriate (replacement/repair/refund).

13.3 Refunds. Approved refunds are processed to the original payment method. Bank/payment provider processing times may vary.

14) Fraudulent Transactions and Chargebacks

We may cooperate with payment providers, banks, and authorities in cases of suspected fraud or unauthorized use. False claims, abusive chargebacks, or dishonest disputes may result in account restriction/blacklisting and legal action where appropriate.

15) Intellectual Property

All content on the Site (including text, graphics, logos, images, layout, and code) is owned by or licensed to Kook and protected by applicable intellectual property laws. You may not reproduce, distribute, or reuse Site content without our written permission except as permitted by law.

16) Links to Other Websites

The Site may contain links to third-party websites. Unless expressly stated, these sites are not under our control. We assume no responsibility for third-party content and disclaim liability for loss or damage arising from your use of third-party sites.

17) Prohibited Use

You must not:

  • attempt unauthorized access to the Site, servers, or databases;
  • attack the Site via denial-of-service or similar harmful activity;
  • use the Site for illegal activities;
  • harass staff or use abusive, discriminatory, or threatening language;
  • misrepresent your identity or use another user’s account.

18) Termination and Cancellation by Kook

We may suspend or terminate your account and/or refuse service if we believe you have breached these Terms (including non-payment of outstanding balances), misused Items, engaged in fraud, or violated applicable laws. If we terminate your account, pending Orders may be cancelled and services may not commence.

19) Disclaimers and Limitation of Liability

Nothing in these Terms limits any rights you may have under applicable UAE law.

To the maximum extent permitted by law:

  • we are not liable for indirect, incidental, or consequential damages; and
  • our total liability relating to an Order will not exceed the amount you paid to us for that Order, except where liability cannot be limited under applicable law.

You are responsible for using Items safely and following instructions/warnings provided with Items.

20) Privacy and Personal Data

20.1 Privacy Policy. Your use of the Site is also governed by our Privacy Policy: https://www.kook.ae/policies/privacy-policy

20.2 Data use. We may collect and use personal data (including ID details for rentals) to process Orders, verify identity, prevent fraud, manage deposits/Additional Fees/outstanding balances, provide customer support, and comply with legal obligations, in accordance with our Privacy Policy.

20.3 Marketing preferences. We may send service communications and, where you have opted in or where permitted, marketing communications by email or SMS. You can opt out of marketing at any time using the unsubscribe link or by contacting us.

21) Force Majeure

We are not liable for failure or delay caused by events beyond our reasonable control (including natural disasters, strikes, emergencies, government actions, outages, or transportation disruptions).

22) Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of the United Arab Emirates. The parties agree to submit to the courts of Dubai, UAE, which shall have jurisdiction over disputes arising out of or in connection with these Terms, subject to any mandatory provisions of applicable law.

23) Changes to These Terms

We may update these Terms from time to time. Updated Terms take effect when posted on the Site. If changes are material, we will provide reasonable notice where practicable.

24) Contact Us

WhatsApp: +971 56 105 0859
Email: info@kook.ae
Contact page: https://www.kook.ae/pages/contact-kook