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User Terms

USER AGREEMENT for the NObal Mobile Application and Service Almaty 15 September 2026

This User Agreement governs the terms of use of the NObal Service and the relationship between NObal LLP and the User.

1. GENERAL PROVISIONS

1.1. This User Agreement (hereinafter referred to as the “Agreement”) sets out the terms of use of the mobile application, website, and other available interfaces of the NObal service (hereinafter referred to as the “Service”).

The operator of the Service is:

NObal LLP, BIN 260740021525, registered address: Republic of Kazakhstan, Almaty, Almaly District, 118 Zhambyl Street, Apt. 57, postal code 050012 (hereinafter referred to as “NObal” or the “Operator”).

1.2. NObal provides Users with an information technology platform through which Partners post offers for Nobal packs, while Users may find and reserve such offers through the NObal mobile application for subsequent pickup and payment directly to the Partner.

1.3. Use of the Service, registration of an account and/or making a Reservation shall constitute the User’s acceptance of this Agreement.

If the User does not agree with the terms of the Agreement, the User must cease using the Service.

1.4. This Agreement governs the relationship between the User and NObal with respect to the use of the Service.

This Agreement does not constitute an offer by NObal to sell Nobal packs. The seller of a Nobal pack is the relevant Partner.

1.5. The User’s personal data shall be processed in accordance with the NObal Privacy Policy published on the NObal website and/or made available through the Service.

2. TERMS AND DEFINITIONS

2.1. User — an individual using the Service who possesses the legal capacity required under the legislation of the Republic of Kazakhstan to perform the actions and enter into the transactions contemplated by this Agreement. Minors may independently use the Service in relation to transactions which they are legally entitled to enter into independently pursuant to Articles 22 and 23 of the Civil Code of the Republic of Kazakhstan and, in other cases, with the consent of their parents or other legal representatives.

2.2. Partner — a legal entity or individual entrepreneur engaged in the preparation and/or sale of food products that has entered into an agreement with NObal and posts Offers through the Service.

2.3. Service / Platform — a software and hardware system comprising the NObal website and mobile application that enables Users and Partners to interact in connection with the purchase and sale of Surprise Packs.

2.4. Location / Establishment — a specific place of business of the Partner where a Nobal pack is collected and paid for.

2.5. Nobal pack — a set of unsold but fit-for-consumption food products assembled by the Partner and offered to Users through the Service at a reduced price.

The exact contents of a Nobal pack may be unknown to the User in advance. The User shall be provided with approximate information regarding its contents to the extent required by the Service and the legislation of the Republic of Kazakhstan.

2.6. Offer — information about a Nobal pack posted by the Partner through the Service, including its price, approximate/regular value of the contents, available quantity, Location, Pickup Window, and other information.

2.7. Reservation / Order — an action by the User to reserve an available Nobal pack through the Service without advance payment.

2.8. Pickup Window — the period specified in an Offer during which the User must arrive at the relevant Location to collect the Nobal pack.

2.9. Pickup Code — a unique digital identifier of the Order displayed to the User in the Service after pickup has been confirmed using the mechanism provided by the Service.

2.10. Pickup Confirmation — the User sliding the slider provided in the Service all the way to the end directly at the Location and in the presence of an employee of the Partner.

2.11. Pickup — the transfer of the Nobal pack by the Partner to the User at the relevant Location.

3. ROLE OF NObal AND THE PARTNER

3.1. NObal provides a technical platform that enables Partners to post Offers and Users to find and reserve Nobal packs.

3.2. NObal:

  • is not the seller of Nobal packs;
  • does not manufacture food products;
  • does not prepare food;
  • does not store Nobal packs;
  • does not package Nobal packs;
  • does not provide delivery;
  • does not accept payment from the User for Nobal packs.

3.3. The seller of a Nobal pack is the relevant Partner.

Payment shall be made directly by the User to the Partner at the Pickup Location.

3.4. The retail purchase and sale agreement for a Nobal pack is concluded directly between the User and the Partner upon payment and transfer of the Nobal pack at the Location.

A Reservation through NObal does not itself constitute payment for the Nobal pack and does not mean that any funds have been transferred to NObal.

3.5. The Partner shall be independently liable to the User, in accordance with the legislation of the Republic of Kazakhstan, for:

  • the quality and safety of products;
  • their fitness for consumption;
  • compliance with legal requirements;
  • composition;
  • allergens;
  • expiration dates;
  • storage conditions;
  • labelling;
  • provision of mandatory product information;
  • issuance of a document confirming payment;
  • performance of the purchase and sale agreement.

3.6. Information about the Nobal pack and the Partner displayed in the Service is provided by the relevant Partner. NObal provides the technical means for displaying such information but does not independently verify the actual contents of each Nobal pack. The Partner is responsible for the accuracy and completeness of the information provided.

4. USER ACCOUNT

4.1. In order to make a Reservation, the User must register an account with the Service.

Viewing available Offers may be possible without registration.

4.2. When registering, the User must provide accurate and up-to-date information.

4.3. By registering with and using the Service, the User confirms that the User has reached the age and possesses the legal capacity required to use the Service and enter into the relevant transactions in accordance with the legislation of the Republic of Kazakhstan. Where the consent of a parent or another legal representative is required to perform the relevant action, the User confirms that such consent has been obtained.

4.4. The User must ensure the security of access to the User’s account and must not disclose to third parties any data or codes enabling unauthorised access to the account.

4.5. All actions performed through the User’s authorised account shall be deemed to have been performed by the relevant User unless proven otherwise.

4.6. One person may use one account unless otherwise provided by the functionality of the Service.

4.7. The User may delete the User’s account using the functionality provided in the Service or contact NObal Support.

Deletion of an account does not terminate the processing of data that NObal is required or entitled to continue storing in accordance with the legislation of the Republic of Kazakhstan and the Privacy Policy.

5. OFFERS AND NOBAL PACKS

5.1. The Partner independently determines:

  • the number of available Nobal packs;
  • the price;
  • the approximate/regular value of the contents;
  • the category and approximate contents;
  • the Pickup Location;
  • the Pickup Window.

5.2. Before making a Reservation, the User must review the information contained in the relevant Offer.

Information regarding the Partner and the Nobal pack that is mandatory under the legislation of the Republic of Kazakhstan shall be provided to the User through the Service and/or directly by the Partner.

5.3. A distinctive feature of a Nobal pack is that its exact contents are generally not known in advance.

Photographs, images, and examples of products may be illustrative and do not mean that the specific product shown will necessarily be included in the Nobal pack.

5.4. However, the contents of a Nobal pack must correspond to the stated category and other material information provided by the Partner.

A material discrepancy between the actual contents and the stated description may constitute grounds for the User to make claims against the Partner in accordance with the legislation of the Republic of Kazakhstan.

5.5. The approximate/regular value of the contents is specified by the Partner.

NObal does not independently determine or confirm the regular retail value of the Partner’s products.

5.6. A Nobal pack may include food products with a limited shelf life. The User must comply with information regarding expiration dates and storage conditions provided by the Partner or indicated on the packaging.

6. ALLERGENS AND SPECIAL REQUIREMENTS

6.1. A Nobal pack may contain various products and ingredients, the exact composition of which may be unknown in advance.

6.2. A User who has a food allergy, intolerance to certain products, or other medical or dietary restrictions must carefully review the information provided and, where necessary, clarify the composition and presence of allergens directly with the Partner before consuming the Nobal pack.

6.3. The Partner shall be responsible for providing information about composition and allergens to the extent required by the legislation of the Republic of Kazakhstan.

6.4. NObal does not guarantee the absence of any particular ingredient or allergen from a Nobal pack unless such guarantee is expressly provided by the relevant Partner.

6.5. At the User’s request, the Partner may replace an individual product where such replacement is possible.

Such replacement is not guaranteed by NObal and is carried out at the Partner’s discretion unless otherwise required by law or by the information contained in the relevant Offer.

7. RESERVATION PROCEDURE

7.1. The User selects an available Offer and confirms the Reservation through the Service.

7.2. A Reservation is made without advance payment.

NObal does not debit or block the User’s funds when a Reservation is made.

7.3. Once the User confirms the Reservation, the Order shall automatically be deemed accepted by the Partner.

No separate manual confirmation by the Partner is required.

7.4. Following a successful Reservation, the number of available Nobal packs under the relevant Offer is automatically reduced.

7.5. Under one Offer, the User may reserve a number of Nobal packs subject to the limits established by the functionality of the Service.

At the initial stage, NObal may impose a limit of no more than 2 (two) Nobal packs from one Offer within a single Reservation.

7.6. The User should make a Reservation only where the User genuinely intends to arrive at the Location and purchase the relevant Nobal pack.

Systematic creation of Reservations without the intention to collect the Nobal pack may be regarded as misuse of the Service.

8. CANCELLATION OF A RESERVATION

8.1. The User may independently cancel a Reservation through the Service before the beginning of the Pickup Window where the relevant functionality is available.

8.2. Since no advance payment is made for a Nobal pack, cancellation of a Reservation prior to payment does not entail any refund.

8.3. Once the Pickup Window has commenced, independent cancellation of the Reservation may no longer be available.

8.4. The Partner may cancel a Reservation where it is objectively impossible to provide the Nobal pack.

Information about the cancellation shall be displayed in the Service and/or communicated to the User by another available means.

8.5. If the Partner cancels the Reservation before the User makes payment, the User shall not be required to make any payment.

9. PICKUP WINDOW AND NO-SHOW

9.1. The User must arrive at the specified Location during the established Pickup Window.

9.2. Once the Pickup Window has ended, the Partner is not required to keep the Nobal pack for the User.

Pickup after the end of the Pickup Window is possible solely at the Partner’s discretion where the Nobal pack remains available and the Location continues to operate.

9.3. If the User does not collect the Nobal pack within the specified period, the Reservation may be assigned a status such as “Not Collected”, “No-Show”, or another similar status.

9.4. In the event of repeated no-shows, NObal may:

  • issue a warning to the User;
  • temporarily restrict the ability to make new Reservations;
  • temporarily suspend the account;
  • terminate access to the Service in the event of systematic misuse.

10. PICKUP CONFIRMATION AND CODE

10.1. Upon arrival at the Location, the User must inform an employee of the Partner that the User has a Reservation.

10.2. To confirm collection of a Nobal pack, the User shall use the “Swipe to Collect” function of the Service or similar functionality provided by the Service.

10.3. The User must move the slider:

  • only after arriving at the relevant Location;
  • only in the presence of an employee of the Partner;
  • only where the User intends to pay for and collect the relevant Nobal pack.

10.4. For the operation of the pickup confirmation function, NObal may use the location data of the User’s device in accordance with the Privacy Policy.

The User may provide the Service with the necessary permission to use geolocation.

Location data shall be used exclusively at the moment of confirming collection of the Nobal pack and shall not involve continuous tracking of the User’s location. The User may refuse to grant access to geolocation; however, in such case the pickup confirmation function may be unavailable.

10.5. Once the slider has been moved all the way to the end, the Reservation shall receive a collected status in the Service and a unique Pickup Code shall be displayed to the User.

10.6. The User shall show the Pickup Code to an employee of the Partner.

10.7. The “Collected” status constitutes a technical record of the User’s action in the Service and is used by NObal and the Partner for transaction records.

Payment and actual transfer of the Nobal pack shall take place directly between the User and the Partner.

10.8. The User must not move the slider in advance, outside the Location, or without the involvement of an employee of the Partner.

10.9. The use of software, geolocation spoofing tools, or other methods of circumventing the pickup confirmation mechanism is prohibited.

10.10. If the User has moved the slider but the Nobal pack was not actually collected for reasons beyond the Partner’s control, the circumstances may be reviewed by NObal on the basis of Service data and information provided by the User and the Partner.

11. PAYMENT AND HANDOVER OF NOBAL PACK

11.1. After confirming pickup and presenting the Code, the User shall make payment directly to the Partner at the relevant Location.

11.2. Payment shall be made at the price specified in the Offer.

11.3. Available payment methods shall be determined by the Partner and may include:

  • cash;
  • bank card;
  • other lawful payment methods available at the Location.

11.4. NObal does not accept payment for Nobal packs and does not receive the User’s funds for purchased Nobal packs.

11.5. The Partner must provide the User with a document confirming the purchase and payment in accordance with the legislation of the Republic of Kazakhstan.

11.6. Following payment, the Partner shall transfer the relevant Nobal pack to the User.

11.7. In the event of a technical error during pickup confirmation, the User must inform the Partner and/or contact NObal Support.

12. QUALITY AND SAFETY

12.1. The Partner, as the seller, shall be responsible for the quality and safety of the Nobal pack.

12.2. A Nobal pack must not contain products that:

  • have expired;
  • are unfit for consumption;
  • pose a threat to life or health;
  • fail to comply with mandatory requirements of the legislation of the Republic of Kazakhstan.

12.3. The sale of a Nobal pack at a discount shall not limit the User’s statutory rights in relation to goods of inadequate quality.

12.4. Rules regarding the exchange or return of non-food goods of proper quality within 14 calendar days do not apply to a Nobal pack because it is a food product.

The User nevertheless retains all statutory rights in relation to goods of inadequate quality, expired goods, and goods that do not comply with mandatory requirements.

Claims relating to food products of inadequate quality may be submitted by the User to the Partner within 30 (thirty) calendar days from the date of purchase of the Nobal pack.

13. CLAIMS AND REFUNDS

13.1. Since the Partner is the seller of the Nobal pack and payment is made directly to the Partner, claims relating to refunds for Nobal packs shall be fulfilled by the Partner.

13.2. Grounds for making such claims may include, in particular:

  • an expired product;
  • a spoiled product or a product unfit for consumption;
  • the presence of foreign objects;
  • a material discrepancy between the Nobal pack and the stated description;
  • absence of the Nobal pack at the Location at the specified time for reasons attributable to the Partner;
  • other grounds provided for by the legislation of the Republic of Kazakhstan.

13.3. Where a defect can be identified directly upon collection, the User is advised to immediately notify the Partner before leaving the Location.

13.4. The User may also contact NObal Support for assistance in reviewing the situation.

For prompt review of a claim through NObal, the User is advised to contact NObal within 24 hours from collection of the Nobal pack and provide:

  • the Order number;
  • a description of the situation;
  • photographs, where the nature of the claim allows them to be provided;
  • where necessary, a document confirming the purchase.

The above internal time limit for contacting NObal shall not restrict the User’s rights under the legislation of the Republic of Kazakhstan.

13.5. NObal may request additional information from the User and the Partner that is necessary to review the request.

13.6. Following review, NObal may:

  • determine that there are no grounds for further assistance;
  • recognise the request as justified and send the Partner a requirement to resolve the situation with the User;
  • refer the User directly to the Partner where the relevant claim must be considered by the seller;
  • take measures against the relevant Partner as provided for under the agreement with the Partner.

13.7. Where relevant grounds exist, the refund shall be made directly by the Partner, since NObal does not receive payment for Nobal packs.

13.8. The Partner shall process refunds in accordance with the procedure and time limits prescribed by the legislation of the Republic of Kazakhstan and the terms governing the Partner’s interaction with NObal.

13.9. The User may submit a written claim to the Partner in accordance with the procedure established by the legislation of the Republic of Kazakhstan.

This Agreement does not restrict the User’s right to apply to authorised government authorities or a court.

14. RATINGS AND REVIEWS

14.1. Following collection of a Nobal pack, the User may be given the opportunity to rate the Partner through the Service on a scale from 1 to 5 stars and/or leave a review, where such functionality is available.

14.2. A rating or review must be based on the User’s genuine experience.

14.3. It is prohibited to:

  • publish knowingly false information;
  • manipulate ratings;
  • post insults, threats, or unlawful content;
  • use reviews for unfair competition;
  • publish personal data of third parties without a lawful basis.

14.4. NObal may moderate and remove ratings and reviews that violate this Agreement or the legislation of the Republic of Kazakhstan.

15. RULES FOR USE OF THE SERVICE

15.1. When using NObal, the User is prohibited from:

  • creating Reservations without a genuine intention to collect the Nobal pack;
  • systematically failing to collect reserved Nobal packs;
  • creating multiple accounts for the purpose of circumventing restrictions;
  • using another person’s account without permission;
  • attempting to reuse the same Pickup Code;
  • using geolocation spoofing;
  • interfering with the operation of the Service;
  • using automated software, bots, or other means to make Reservations in bulk;
  • circumventing technical restrictions;
  • using the Service for fraudulent or other unlawful purposes;
  • infringing the rights of other Users, Partners, NObal employees, or third parties.

15.2. In the event of a breach of this Agreement, NObal may, taking into account the nature and frequency of the violation:

  • warn the User;
  • restrict individual functions;
  • disable the ability to make new Reservations;
  • temporarily suspend the account;
  • terminate the User’s access to the Service.

15.3. In the event of fraud, attempted unauthorised access, systematic misuse, or other serious violations, NObal may impose restrictions without prior warning.

15.4. The User may contact NObal Support to obtain information regarding a restriction that has been imposed.

16. OPERATION OF THE SERVICE

16.1. NObal takes reasonable measures to ensure stable operation of the Service but does not guarantee its continuous and completely uninterrupted availability.

16.2. Operation of the Service may be temporarily restricted as a result of:

  • technical maintenance;
  • software updates;
  • infrastructure failures;
  • communication problems;
  • actions of third parties;
  • force majeure circumstances;
  • other circumstances beyond NObal’s control.

16.3. NObal may modify and develop the functionality of the Service and add or remove individual functions.

16.4. If, as a result of a confirmed technical error by NObal, the User is unable to use a Reservation, the User may contact Support.

17. INTELLECTUAL PROPERTY

17.1. Rights to the Service, including software, design, interfaces, the NObal logo, graphic elements, and other intellectual property owned by NObal, belong to NObal or are lawfully used by NObal.

17.2. The User is granted a limited, non-exclusive, and non-transferable right to use the Service for personal, non-commercial purposes in accordance with this Agreement.

17.3. Without the permission of the relevant rights holder, the User may not copy, modify, distribute, decompile, or otherwise unlawfully use the Service or its elements.

17.4. Names, logos, photographs, descriptions, and other materials of Partners may belong to the relevant Partners or other rights holders.

18. PERSONAL DATA

18.1. NObal processes the User’s personal data in accordance with the Privacy Policy and the legislation of the Republic of Kazakhstan.

18.2. In order to provide individual functions, the Service may process:

  • account data;
  • contact details;
  • information regarding Reservations;
  • history of use of the Service;
  • location information when using the pickup confirmation function;
  • technical data relating to the device and the Service;
  • other data specified in the Privacy Policy.

18.3. The User’s data shall be transferred to the Partner solely to the extent necessary to fulfil the Reservation, resolve a dispute, or comply with legal requirements, and on the basis of the User’s consent provided by acceptance of this Agreement.

19. LIABILITY

19.1. NObal shall be responsible for performing its own obligations relating to the provision of the Service within the limits prescribed by the legislation of the Republic of Kazakhstan.

19.2. Since NObal is not the seller of Nobal packs, NObal shall not be liable in place of the Partner for:

  • the quality of products;
  • their safety;
  • composition;
  • allergens;
  • expiration dates;
  • storage conditions;
  • labelling;
  • the actual contents of the Nobal pack;
  • actions of the Partner’s employees;
  • performance by the Partner of the purchase and sale agreement.

19.3. The foregoing shall not exclude NObal’s obligation to perform its own duties imposed under the legislation of the Republic of Kazakhstan on the owner/operator of the relevant information technology platform where such duties are applicable.

19.4. Nothing in this Agreement shall be interpreted as limiting any rights of the User or excluding any liability that cannot be limited or excluded under the legislation of the Republic of Kazakhstan.

20. AMENDMENTS TO THE AGREEMENT

20.1. NObal may amend this Agreement from time to time, including in connection with:

  • changes in legislation;
  • development of the Service;
  • introduction of new functions;
  • changes to operational processes;
  • the need to improve the security of the Service.

20.2. A new version shall be published on the NObal website and/or in the Service, indicating the date on which it enters into force.

20.3. In the event of material amendments, NObal may notify the User through the application, by email, or by another available means.

20.4. Amendments shall not apply to relationships that arose before they entered into force unless otherwise provided by law or expressly arising from the nature of the relevant amendment.

20.5. Continued use of the Service after a new version enters into force shall constitute the User’s acceptance of the new terms.

If the User does not agree with the amendments, the User may cease using the Service.

21. GOVERNING LAW AND DISPUTE RESOLUTION

21.1. This Agreement shall be governed by the legislation of the Republic of Kazakhstan.

21.2. The parties shall endeavour to resolve disputes between the User and NObal through negotiations and exchange of correspondence.

21.3. User requests concerning the operation of NObal may be sent by email to:

support@nobal.kz

or through the available support channels within the Service.

21.4. Where a request relates directly to the quality, safety, payment, or sale of a Nobal pack, the relevant Partner shall be the seller and responsible party.

NObal may assist the User in interacting with the Partner.

21.5. The User’s rights to apply to authorised government authorities, consumer protection authorities, and/or a court shall remain fully preserved.

22. FINAL PROVISIONS

22.1. If any individual provision of this Agreement is held to be invalid or unenforceable, this shall not affect the validity of the remaining provisions.

22.2. The User’s electronic actions in the Service, including registration, Reservation, cancellation of a Reservation, and pickup confirmation, may be recorded by NObal and used to confirm the relevant actions to the extent permitted by the legislation of the Republic of Kazakhstan.

22.3. The User shall be independently responsible for reviewing the information contained in a specific Offer before making a Reservation and the information regarding a specific Nobal pack provided by the Partner before purchasing it.

22.4. Matters not expressly regulated by this Agreement shall be governed by the legislation of the Republic of Kazakhstan.

This Agreement has been prepared in the Russian and Kazakh languages. In the event of any discrepancies, differences in interpretation, or other inconsistencies between the versions, the Russian-language text shall prevail.

23. CONTACT DETAILS OF NObal LLP

NObal LLP

BIN: 260740021525

Registered address: Republic of Kazakhstan, Almaty, Almaly District, 118 Zhambyl Street, Apt. 57, postal code 050012

Support: support@nobal.kz

Website: https://nobal.kz/