Terms & Conditions

1. Who we are and who may use this service

“We”, “us” and “Company” mean Natural Roots Fish Trading LLC, trading through FishMarket.ai. FishMarket.ai is our online service name, not a separate contracting company. “You” means the business purchasing or supplying seafood and its authorized users. Our registered company details appear in section 19 and in the relevant transaction documents.

This service is for B2B seafood trading, not personal retail purchases. You must have legal capacity, authority to act for your business and the licences and permissions applicable to your activities. Separate retail services, if linked, have their own terms. B2B status does not exclude any mandatory legal protection that applies to a transaction.

2. Your account and company verification

Provide accurate legal names, contact details, delivery information and genuine, current documents. Your trade licence is the primary record of your legal company identity. Your profile, purchase order and supporting documents must identify the correct contracting business. You must be authorized to provide representative identity and bank information.

Protect passwords and verification codes and promptly report suspected unauthorized use. We may require verification, updated expired documents or clarification before processing or releasing restricted documents. Account or VIP approval does not guarantee credit, stock, order acceptance or exemption from checks. Optional documents remain optional where the application permits deferral; the agreed payment method may require additional verification.

3. Quotations, reservations and order confirmation

A listing, enquiry, reservation request, automated receipt or draft document does not by itself guarantee allocation or confirm a sale. A quotation states its validity and proposed commercial terms. A proforma invoice (PI) sets out the proposed supply and payment details; it is not a tax invoice or proof of payment.

An order is confirmed when we expressly accept your purchase order or issue an order confirmation through the authorized workflow. Any stated payment or verification conditions still apply. Review quantities, product specifications, currency, prices, VAT, delivery terms and dates before confirming. Notify us of errors promptly. Changes to an accepted transaction require agreement; we do not silently substitute goods or alter agreed prices.

A separately signed agreement prevails over these general terms. Agreed order-specific conditions in our accepted quotation, PI and order confirmation then apply. If those documents conflict, obtain clarification before proceeding. Additional terms printed on your PO do not amend our agreement unless we expressly accept them. These terms do not retrospectively change existing orders.

3A. Company suspension and cancellation

Natural Roots Fish Trading LLC, operating FishMarket.ai, may suspend processing or cancel all or the unfulfilled part of a reservation or order where there are reasonable grounds, including unavailable stock or duplicate allocation; a material pricing, listing or system error; missing, invalid or unverifiable documents or authority; suspected fraud or misuse; failure to meet agreed payment or completion deadlines; food-safety, legal or regulatory restrictions; or an event preventing lawful or practicable fulfilment.

This right may be exercised after a quotation or proforma invoice has been issued or a purchase order has been received. If a purchase order has already been accepted or an order confirmed, suspension or cancellation remains subject to the agreed contract and applicable law; issuing a PI or receiving a PO does not create an unrestricted right to disregard a binding agreement. A PI alone does not reserve a container. Allocation is confirmed through our approved purchase-order and reservation workflow.

We will notify you through your registered contact details or reservation account, state the reason and affected order, and explain the next steps. Where a correctable issue can reasonably be resolved, we may request clarification or correction before cancellation. Payments received for cancelled, undelivered goods will be reconciled and any refund due returned through a verified payment route. We will confirm the amount and expected processing time. This clause does not exclude mandatory rights, remedies or liabilities.

Using your browser’s Back button, closing the app or losing your connection is not an instruction to cancel an order. If a technical error causes an incorrect status, contact us with your reservation reference so we can investigate and correct the record. A technical error does not itself remove an existing contractual obligation.

4. Product description and availability

The agreed specification governs species, origin, grade, size, packing, net weight, glazing, condition and any permitted tolerance. Photographs may be illustrative unless expressly identified as evidence for the relevant shipment. No weight or quality tolerance applies merely because it is common in the trade; it must be agreed. Availability and shipment information may change before confirmation. We will explain material discrepancies and seek agreement on the next step.

5. Prices, tax and payment

The accepted transaction documents specify currency, unit prices, quantities, VAT and any agreed freight, customs or delivery charges. Do not assume a charge is included unless stated. Payment is due on the agreed schedule. For 10% advance / 90% balance or 20% advance / 80% balance orders, the remaining balance is due at delivery unless a different schedule is expressly agreed in writing.

Pay only to the company bank account shown in our verified payment instructions. Independently confirm any purported bank-account change through our established contact channel before paying. A payment screenshot is not confirmation of cleared funds. Credit and post-dated cheque arrangements require express approval and any required credit documentation; VIP status alone does not grant credit. We may suspend further supply for overdue undisputed payments after notifying you, subject to applicable law. No undisclosed penalty or interest is imposed by these terms.

6. Delivery, clearance, risk and title

The accepted transaction documents must identify the named port or delivery place, delivery responsibilities and any incorporated Incoterms® rule and edition. Those agreed terms determine freight, insurance, customs responsibilities and transfer of risk. A plain-language label assists understanding but does not replace the full agreed rule. Ask us to resolve any inconsistency before confirming.

Self-clearance: where agreed, you arrange import clearance, required permits, collection and suitable refrigerated onward transport, and bear the charges expressly allocated to you. Delivery to your warehouse: where agreed, we arrange clearance and delivery to the named location within the specified scope. Provide accurate access details and a suitable receiving facility.

Estimated arrival and tracking dates are estimates until confirmed. Carrier, port, customs, inspection and weather events may affect them. We will communicate material changes. You are responsible only for documented delay, storage or demurrage charges properly allocated to you under the agreement and applicable law; our own failures are not automatically charged to you. Ownership transfers on full cleared payment to the extent legally effective, separately from the agreed transfer of risk and any authorized resale arrangement.

7. Receiving seafood and maintaining the cold chain

Inspect seals, packaging, quantity, labels, expiry dates and temperature condition promptly on receipt. Record visible issues on the delivery record where possible. Signing for delivery does not waive a hidden defect or a right that cannot lawfully be waived.

Maintain the storage and transport conditions specified for the goods and retain relevant receiving and temperature records. Do not thaw and refreeze frozen seafood. Segregate suspect goods and do not sell or consume goods believed unsafe. Cooperate with traceability, inspection and recall instructions. Neither party may use these terms to avoid mandatory food-safety duties.

8. Cancellation, returns and refunds

You may cancel your reservation at any time before delivery without a cancellation penalty. Submit the cancellation through My Reservations or contact us using the order reference. We will confirm the cancellation and reconcile any payment received for the cancelled supply. Any refund due will be returned through a verified payment route; we will communicate its amount and expected processing time.

After delivery, cancellation is handled as a return or quality claim. Under our quality-return policy, submit the request within 3 days of delivery, with the order reference, affected goods, reason and available supporting evidence such as photographs, batch labels and temperature records. Reasons may include spoiled, expired or damaged seafood, or another substantiated defect or departure from the agreed specification.

We will assess the issue fairly and may arrange inspection or request relevant evidence. Do not return, destroy or dispose of disputed goods without coordination, except where safety or an authority requires immediate action; document any necessary disposal. A claim is not automatically approved merely by submission. Where responsibility is established, we will provide the remedy required by law and the agreement, which may include replacement, refund or an agreed credit.

We are not responsible for deterioration proven to result from improper handling or storage after risk passed to you. The 3-day policy does not remove longer or non-excludable rights under applicable law, including rights concerning latent defects, unsafe goods or misleading descriptions.

9. Incomplete and expired requests

An unanswered quotation may expire on its stated validity date. Following acceptance, the application may allow 3 days from the latest customer action request to provide required answers or documents. The completion clock pauses while awaiting our Admin or system review. The current applicable deadline is shown in your reservation.

Eligible incomplete requests may close automatically at expiry, releasing any provisional allocation. Approved purchase orders and paid or otherwise protected orders are not automatically cancelled under that incomplete-request rule. You receive a status update when closure occurs. Closure does not erase a refund obligation or an existing right.

10. Electronic documents and automation

You agree to conduct this service electronically and receive transactional notices through your registered email and account. Keep both current. Explicit confirmations and submissions made through your authorized account may record your instructions. Uploading a file or editing a field is not, on its own, your final submission where a confirmation button is provided.

We use automated checks, document reading and workflow tools to assist processing. These may request corrections and can make errors; contact us to challenge a result or obtain help. An automated document match is not a government authenticity certification. System-generated PIs may be issued without a handwritten signature or stamp; this does not remove any signature, authority or other requirement applicable to your PO or other documents. We retain transaction and version records for legitimate business and legal purposes.

11. Restricted shipment documents

Documents are released according to the order stage, verified authority and agreed clearance terms. Approved self-clearance orders may receive the shipping and commercial documents required for that role. For Company-arranged clearance and warehouse delivery, the usual customer pack includes the packing list, health certificate and certificate of origin; supplier commercial invoices and bills of lading remain restricted unless release is agreed or legally required. Do not share restricted documents with unauthorized parties.

12. Supplier obligations

Suppliers must provide truthful offers, current company credentials and genuine shipment records, and supply goods compliant with the accepted specification and applicable food, export and import requirements. Changes to quantity, origin, packing, price or commercial terms require express agreement. Supplier registration or uploading a proforma does not create a purchase commitment; our approved purchase order or separate supply agreement governs. Suppliers must promptly report safety concerns, recalls and material shipping changes.

13. Permitted use and intellectual property

Do not submit forged documents, impersonate another business, attempt unauthorized access, interfere with the service, misuse customer or supplier information, or infringe another person's rights. Branding, software and site content belong to us or our licensors. You may use transaction documents for legitimate business purposes but may not misrepresent them or republish private material. You retain your rights in uploaded material and authorize its use only as needed to provide, verify and administer the service and meet legal obligations.

14. Personal information and confidentiality

Our Privacy Policy explains handling of personal information. Provide only necessary documents and information that you are entitled to share. Verification and transaction processing may involve authorized service providers and disclosure required by law. Do not send passwords or verification codes in documents or messages. These terms do not waive data-protection rights or constitute consent to unrelated marketing.

15. Service issues, suspension and force majeure

We take reasonable care in operating the service but cannot guarantee uninterrupted availability or the accuracy of third-party tracking at every moment. Use our contact channel if the application fails. We may proportionately restrict access for suspected fraud, security threats, unlawful conduct or material breach, with notice where practicable. Suspension does not extinguish accrued rights, valid claims or refunds.

If events outside a party's reasonable control materially prevent performance, that party must notify the other and take reasonable steps to reduce the impact. We will seek a practical revised arrangement or lawful cancellation where performance cannot reasonably continue. Force majeure does not excuse payment already due for delivered conforming goods or permit us to retain a refund that is legally due.

16. Responsibility and limitations

Each party remains responsible for its own breach and for the duties imposed by applicable law. To the extent legally permitted, neither party is liable to the other for indirect or consequential commercial losses, such as lost anticipated profits, arising from the transaction. Subject to the exceptions below, our aggregate contractual liability for an affected order is limited to its total agreed value. This does not reduce a refund properly due.

No exclusion or limit applies where prohibited by law, including liability that cannot be excluded for fraud, wilful misconduct, gross negligence, personal injury, mandatory food-safety or product obligations, or mandatory customer rights. You are responsible, to the extent permitted by law, for direct losses and reasonable substantiated third-party claims caused by your fraudulent documents, lack of authority or unlawful misuse; this does not indemnify us for our own fault.

17. Complaints and disputes

Contact us first with your company name, order reference, issue and requested remedy. We will acknowledge and investigate the complaint and seek a practical resolution. This does not prevent urgent relief or a complaint to a competent authority.

The laws applicable in the United Arab Emirates and the Emirate of Dubai govern these terms. Subject to mandatory jurisdiction rules and any separately agreed valid dispute-resolution arrangement, disputes are submitted to the competent Dubai courts. No clause removes access to an authority or remedy required by law.

18. Changes and general provisions

We may update these terms prospectively and publish the version and effective date here. Material changes affecting a transaction require appropriate notice and any legally necessary agreement. Previously accepted orders remain governed by the terms agreed for them. If a provision is unenforceable, the remaining provisions continue to the extent lawful. Failure to enforce a right immediately is not a waiver. Applicable mandatory law prevails over any inconsistent wording.

19. Company contact and legal identity

Natural Roots Fish Trading LLC
Online service: FishMarket.ai
Trade licence: 1456814 · TRN: 104830516100003
Office C31, Waterfront Market, Dubai, United Arab Emirates
Email: info@fishmarket.ai
Telephone: +971 58 276 9300

Use your reservation or order reference when asking for support. Official company credentials accompany the PI where provided through the verified document workflow.