Terms & Policies

About SYMMETRIC

SYMMETRIC is a Qatar-based creative business providing personalized products, interactive gifting experiences, live event services, corporate gifting and customized projects.

Our products and services are currently available within the State of Qatar unless we confirm otherwise in writing.

Website Use

You may use this website only for lawful personal or business enquiries and purchases.

You must not:

• Use the website for fraudulent or unlawful purposes
• Attempt to interfere with the website’s operation or security
• Submit false customer, delivery, event or payment information
• Copy or commercially use SYMMETRIC’s designs, photographs, text or branding without permission
• Upload content that infringes another person’s rights
• Use automated tools to extract or reproduce website content without written authorization

You are responsible for ensuring that the information you provide is accurate and complete.

We may restrict or suspend access to the website if we reasonably believe it is being misused.

Product Information

We aim to display accurate descriptions, prices, dimensions, materials, colors and photographs for every product.

Product colors may appear slightly different depending on lighting, photography and the customer’s screen settings. Small differences in colour, placement, texture or finishing may also occur because of the nature of handmade and personalized production.

Such minor differences are not normally considered defects when the product remains consistent with its description, approved personalization and intended use.

Product images may include decorative items that are not part of the purchased product. The product description will explain what is included.

Availability is subject to stock, production capacity and material availability. Placing an item in the shopping cart does not reserve it.

Online Orders

Before submitting an order, customers must review:

• Selected product
• Product colour
• Personalization text
• Spelling of names or initials
• Font and foil selections
• Quantity
• Packaging option
• Delivery address
• Mobile number
• Delivery fee
• Total price

Customers will have an opportunity to correct their information before confirming the order.

After an order is submitted, an electronic acknowledgement will be sent to the email address or mobile number provided. This acknowledgement confirms that we received the order but does not necessarily mean that production has started.

An order is accepted when:

• Payment has been successfully received or verified
• The required product and materials are available
• The personalization request can be produced
• SYMMETRIC issues an order confirmation

If we cannot accept an order, we will contact the customer and refund any amount paid for the unavailable item or order.

We may decline or cancel an order if it contains an obvious pricing error, suspected fraudulent activity, unavailable materials, prohibited content or a personalization request that we cannot reasonably produce.

Personalized Products

Customers are responsible for carefully checking all names, initials, dates, messages and other personalization details before confirming an order.

Before payment, the customer must confirm:

“I have reviewed the personalization details and confirm that the spelling and selections are correct.”

SYMMETRIC will produce the personalization according to the information submitted and approved by the customer.

Personalization may be subject to:

• Maximum character limits
• Available languages
• Available fonts
• Available foil colours
• Technical production limitations
• Restrictions on symbols or special characters

We may contact the customer if clarification is required. Production may be delayed until the customer responds.

Requests to change personalization after payment are not guaranteed. If production has not started, we will try to accommodate the change. Additional costs may apply if materials have already been prepared or used.

Personalized products cannot normally be returned or exchanged because of:

• A spelling error approved by the customer
• An incorrect name or date submitted by the customer
• A change of mind
• A change in the customer’s preferred colour, font or style

This does not apply when SYMMETRIC produces personalization that is different from the customer’s confirmed order or when the product is defective, damaged or otherwise subject to a remedy under applicable law.

Prices and Payment

All website prices are displayed in Qatari Riyals unless stated otherwise.

The final amount payable will be shown before the customer confirms the order. It may include:

• Product price
• Personalization charges
• Packaging charges
• Delivery fees
• Additional services
• Any applicable taxes or charges

Payment may be made through the methods shown at checkout or confirmed in the quotation. Available methods may include online card payment, Fawran, Sadad, bank transfer or another method approved by SYMMETRIC.

If a payment is unsuccessful, reversed or not verified, SYMMETRIC may place the order on hold until payment is completed.

Promotional codes must be entered before checkout is completed. Unless stated otherwise, promotional offers cannot be combined, exchanged for cash or applied to previous orders.

Preparation and Production

Preparation times vary according to the product, quantity, customization and current order volume.

The estimated preparation time will be displayed on the product page, communicated after ordering or stated in the quotation.

Preparation time begins after:

• Payment has been received and verified
• All personalization information is complete
• Any required proof or design has been approved
• Materials and stock are confirmed

Preparation and delivery are separate periods. An estimated preparation date is not the same as a guaranteed delivery date.

Urgent orders are accepted only when confirmed by SYMMETRIC. An additional urgent-production fee may apply and will be disclosed before confirmation.

If an unexpected delay materially affects the order, we will notify the customer using the contact information provided.

Delivery

SYMMETRIC currently delivers within Qatar.

Unless a different amount is displayed at checkout or agreed in writing, the standard delivery fees are:

• QAR 30 for delivery within Doha
• QAR 50 for delivery outside Doha

Some remote, restricted-access or special locations may require an additional charge. Any additional charge will be communicated before the order is confirmed.

Delivery times are estimates and may be affected by production requirements, traffic, weather, access restrictions, incorrect customer information or delivery-company schedules.

The customer is responsible for providing:

• A complete and accurate delivery address
• A working mobile number
• Any building, gate or access instructions
• A recipient who is available to receive the order

Our delivery representative may contact the customer before or upon arrival. If delivery cannot be completed because the address is incorrect, the customer is unavailable or access is refused, a second delivery fee may apply.

The customer should inspect the package promptly after receiving it.

SYMMETRIC is not responsible for delays caused by incorrect information provided by the customer. However, we will take reasonable steps to help resolve delivery issues.

Where the customer is legally entitled to terminate or cancel an order because of a delay, any applicable refund will be processed in accordance with Qatari law.

Returns and Exchanges

9.1 Standard non-personalized products

A standard, non-personalized product may be eligible for return or exchange if the customer contacts SYMMETRIC within seven calendar days of delivery and the product is:

• Unused
• Undamaged
• In its original condition
• In its original packaging
• Suitable for resale
• Accompanied by proof of purchase

Return or exchange approval must be obtained before sending or handing back the product.

For an approved change-of-mind return, the customer is responsible for the return-delivery cost. The original delivery charge is not normally refundable unless required by law.

9.2 Personalized products

Personalized or made-to-order products are not eligible for a change-of-mind return or exchange once production has started.

This restriction does not apply if the product is defective, damaged, incorrect or does not match the personalization confirmed by the customer.

9.3 Non-returnable items

The following are not normally eligible for a change-of-mind return:

• Personalized or made-to-order products
• Products used, damaged or altered after delivery
• Products returned without their original packaging
• Products that cannot be resold for hygiene, safety or condition reasons
• Digital services or completed services
• Items specifically identified as final sale before purchase

9.4 Refunds

Approved refunds will be issued using the original payment method where reasonably possible. For manual payments, we may request the information needed to process the refund.

Payment providers and banks may require additional time to display a completed refund.

Nothing in this section affects the customer’s mandatory rights under applicable Qatari law.

Damaged, Defective or Incorrect Orders

If an order arrives damaged, defective, incomplete or different from the confirmed order, the customer should contact SYMMETRIC as soon as possible.

To help us assess the issue, please provide:

• Order number
• Description of the problem
• Clear photographs or video
• Photograph of the packaging
• Photograph of the personalization, where relevant

We recommend reporting visible issues within 48 hours of delivery. Failure to report within 48 hours does not remove any mandatory rights available under Qatari law.

After reviewing the issue, SYMMETRIC may provide an appropriate remedy, which may include:

• Correcting the personalization
• Repairing the product
• Replacing the product
• Reproducing the missing or incorrect item
• Providing a full or partial refund

The appropriate remedy will depend on the nature of the issue and applicable law.

SYMMETRIC will cover reasonable delivery costs when the return or replacement is required because of a confirmed defect, damage or error caused by SYMMETRIC.

Experience Bookings

Submitting an experience form, requesting a quotation or asking about a date does not create a confirmed booking.

A booking is confirmed only after:

• SYMMETRIC confirms availability in writing
• The customer approves the selected package and quotation
• The required booking deposit is received and verified
• SYMMETRIC sends written booking confirmation

For events more than 14 days away, unless stated otherwise in the quotation, a deposit equal to 50% of the total booking price is required to secure the date. For events taking place within 14 days, full payment is required to secure the date.

The remaining balance must be paid no later than seven days before the event, unless another deadline is stated in the quotation or booking confirmation. Failure to pay by the stated deadline may result in suspension or cancellation of the booking.

When availability is confirmed, the requested date may be held temporarily for 24 hours. If the required payment is not received within that period, the hold may expire and the date may be offered to another customer.

The customer must provide accurate information concerning:

• Event date
• Start and end time
• Venue and location
• Number of guests
• Selected experience and package
• Indoor or outdoor setting
• Theme and colours
• Access, electricity and space requirements
• Venue restrictions
• Any safety or operational requirements

The customer is responsible for obtaining the venue’s permission for the service, cart, equipment, staff and setup.

The agreed service time includes only the duration specified in the quotation. A delayed event start does not automatically extend the service end time.

Additional service hours, quantities, products, transport or requests are subject to availability and additional charges. These charges will be stated in the quotation or approved by the customer before being added.

Unused quantities included in the confirmed package are not refundable and cannot automatically be exchanged for additional service time or another product.

Additional items requested during the event are subject to stock, production capacity and payment of the applicable charge.

Experience Rescheduling and Cancellation

All rescheduling and cancellation requests must be submitted in writing through SYMMETRIC’s official WhatsApp number or email address.

12.1 Customer rescheduling

Rescheduling is subject to:

• Availability on the new date
• Availability of staff, products and materials
• Venue and logistical requirements
• Any costs already incurred
• The terms stated in the quotation

The booking deposit may be transferred to a new date only when SYMMETRIC approves the rescheduling in writing.

Additional charges may apply when rescheduling causes extra production, staffing, delivery, supplier or customization costs.

12.2 Customer cancellation

The booking deposit is non-refundable when the customer cancels the booking, except where a refund is required under applicable law.

If customized products, materials, packaging or third-party services have already been ordered or produced, the customer may also be responsible for the documented work and costs already incurred, up to the total value of the booking.

Any refundable balance will be calculated after deducting approved and documented amounts.

12.3 Cancellation by SYMMETRIC

If SYMMETRIC cancels a confirmed booking for a reason within its control, the customer may choose between:

• Rescheduling the service to an available date
• Receiving a refund of the amount paid for the unperformed service

12.4 Unsafe conditions and venue restrictions

SYMMETRIC may delay, pause, modify or stop a service if conditions create a reasonable safety risk to guests, staff, products or equipment.

For outdoor events, the customer must provide suitable protection from heat, humidity, rain, wind, dust and other conditions that may affect the service or equipment.

The customer is responsible for the reasonable cost of repairing or replacing SYMMETRIC property damaged through the intentional act, misuse or negligence of the customer, venue or guests under the customer’s responsibility.

SYMMETRIC is not responsible for accidents, injuries or losses resulting from causes that are not due to its fault or negligence. This clause does not limit any rights or responsibilities established under Qatari law.

Corporate and Bulk Orders

Corporate, institutional and bulk orders are subject to a written quotation or order confirmation.

The quotation may specify:

• Product or service description
• Quantity
• Branding requirements
• Design and approval stages
• Unit and total price
• Deposit requirement
• Payment schedule
• Production period
• Delivery or event date
• Packaging
• Setup requirements
• Cancellation terms
• Additional charges

Production begins only after the required payment, information, artwork and approval have been received.

The customer is responsible for carefully reviewing and approving all proofs, names, logos, colours, quantities and layouts.

Approval of a proof authorizes SYMMETRIC to proceed with production. Changes requested after approval may result in additional charges and a revised completion date.

Corporate customers confirm that they own or are authorized to use any logo, trademark, artwork, photograph or other content supplied to SYMMETRIC.

Small color or placement differences may occur between digital proofs and final production. These minor differences are not considered defects when the final product remains reasonably consistent with the approved design.

If a corporate order is cancelled after approval or production has started, the customer remains responsible for completed work, customized materials and non-recoverable third-party costs.

Specific written terms in an approved quotation will govern the commercial scope of that project. Mandatory legal rights and obligations remain unaffected.

Customer Information and Privacy

SYMMETRIC may collect information necessary to operate the website, process orders, provide services and communicate with customers.

This information may include:

• Customer name
• Mobile number
• Email address
• Delivery address
• Order and booking details
• Personalization information
• Organization details
• Event information
• Customer messages and enquiries
• Payment status and transaction references
• Website-use and technical information

We use customer information to:

• Process and deliver orders
• Prepare personalized products
• Manage experience bookings
• Prepare quotations and corporate proposals
• Confirm and verify payments
• Communicate order and delivery updates
• Respond to questions and complaints
• Prevent fraud and protect the website
• Improve our products, services and website
• Meet accounting, regulatory and legal obligations
• Send marketing communications when permission has been provided

We take reasonable organizational and technical steps to protect customer information from unauthorized access, use, loss or disclosure.

Customer information will be retained only for as long as reasonably required for the purposes described above or to satisfy legal, accounting and operational requirements.

Subject to applicable law, customers may contact us to:

• Ask what personal information we hold
• Request correction of inaccurate information
• Withdraw marketing consent
• Request deletion of information that is no longer required
• Raise a concern about how their information is used

Some information may need to be retained when required by law or when necessary for an existing order, payment, dispute or legitimate business record.

Cookies and Marketing Communications

The website may use cookies and similar technologies to:

• Operate the shopping cart and checkout
• Remember language and website preferences
• Maintain website security
• Understand website performance
• Improve customer experience

Some cookies are necessary for the website to function. Optional analytics or marketing cookies will be used according to the choices available through the website’s cookie settings.

Customers may adjust their browser or website-cookie settings. Disabling essential cookies may prevent some website functions from working correctly.

SYMMETRIC will send promotional emails or messages only where the customer has provided consent or where otherwise permitted by applicable law.

Customers may unsubscribe at any time by:

• Using the unsubscribe option in the communication
• Contacting SYMMETRIC through email or WhatsApp
• Updating available communication preferences

Unsubscribing from marketing will not prevent necessary order, payment, delivery or booking communications.

Intellectual Property and Customer-Supplied Content

The SYMMETRIC name, logos, visual identity, geometric designs, product concepts, website text, photographs, videos and other original content are owned by or licensed to SYMMETRIC.

They may not be copied, reproduced, modified, sold, distributed or used commercially without written permission.

When a customer submits a name, logo, photograph, message, artwork or other content, the customer confirms that:

• The content is accurate
• The customer owns it or has permission to use it
• Its use will not infringe another person’s rights
• It is not unlawful, offensive or misleading

The customer authorizes SYMMETRIC to use the supplied content only as reasonably necessary to prepare the requested order or service.

SYMMETRIC may refuse content that is unlawful, offensive, discriminatory, threatening, misleading or reasonably suspected of infringing another person’s intellectual-property rights.

Event Photography

SYMMETRIC will not use identifiable private-event photographs or videos for public marketing without the required permission.

Where event photography or promotional use is proposed, it will be agreed through the quotation, booking form or separate written approval.

The customer is responsible for informing guests and obtaining any permissions required by the venue or applicable law.

The customer may notify SYMMETRIC before the event if photography is not permitted.

Responsibility and Events Beyond Our Control

SYMMETRIC will provide its products and services with reasonable care and according to the confirmed order or quotation.

Nothing in these Terms and Policies excludes responsibility that cannot legally be excluded under Qatari law.

To the extent permitted by law, SYMMETRIC is not responsible for delay or failure caused by events beyond its reasonable control, including:

• Severe weather
• Road closures
• Government restrictions
• Venue closure or access refusal
• Power or telecommunications failure
• Transport disruption
• Supplier interruption
• Public emergency
• Illness or circumstances preventing safe service delivery

Where such an event occurs, SYMMETRIC will communicate with the customer and take reasonable steps to reduce the effect. Depending on the circumstances, the parties may agree to reschedule, modify or cancel the affected part of the order or service.

Any applicable refund will consider the unperformed portion of the service, non-recoverable customized costs and the customer’s mandatory legal rights.