Answers for business buyers and suppliers on the SpiderNet Trade Portal. The binding documents are the Terms & Conditions and the Privacy Notice; clause numbers below refer to the Customer Terms.
Accounts & access
Who can open an account? Businesses only. The Platform is available to entities holding a valid trade licence and is not offered to consumers (cl. 3). Every account is approved after know-your-customer verification — trade licence, tax registration, ownership and identification documents (cl. 4).
How do I open one? Complete the form at Open a trade account and upload your trade licence. We verify the documents and set your pricing tier and credit terms before activating access. Approval is normally within one business day.
Why can't I see prices before logging in? Prices are specific to your account's tier and agreed volume bands, so they are shown only after sign-in.
Prices, VAT and export
What currency are prices in? Prices are quoted in UAE Dirhams (AED) and exclude VAT unless stated otherwise. You can switch the display to USD in the header; AED remains the contractual currency (cl. 5).
Is VAT added? VAT, customs duty and other levies are charged in accordance with applicable law, including Federal Decree-Law No. 8 of 2017 on Value Added Tax (cl. 8). The treatment that applies to your specific transaction — standard-rated, zero-rated or out of scope — is shown on your invoice. For how it affects your own filings, please consult your tax adviser.
Can my export be zero-rated? Under the UAE VAT rules, zero-rating an export requires the goods to physically leave the UAE within 90 days of the supply and the supplier to retain both official evidence (customs exit documentation) and commercial evidence of the export. That is why we ask you to return export evidence within the period we specify; if it is not provided, you must reimburse any tax, penalty or interest that becomes payable as a result (cl. 8).
Are prices fixed once quoted? A quotation is valid only for the period stated on it. Listing prices can change until an order is confirmed, and obvious pricing errors do not bind us (cl. 5, 6).
Ordering, payment and delivery
When is an order binding? Listings are invitations to treat; an order exists only when we confirm it (cl. 5, 6).
What are the payment terms? Payment is due in full before dispatch unless a credit facility has been approved in writing. Where credit is granted it is subject to the limit and period notified to you and can be reduced or withdrawn. Payment must come from a bank account in your own name; third-party and cash-substitute payments are not accepted (cl. 7).
What are your delivery terms? As stated on the order; where an Incoterm is specified it carries its Incoterms 2020 meaning. Delivery dates are estimates. Shipping is quoted separately and added to the order after confirmation (cl. 9).
When does ownership pass? Risk passes on delivery to you or your nominated carrier. Title passes only when you have paid in full every amount owed to us on any account — until then you must keep the goods identifiable and insured (cl. 9).
Can a forwarder collect for me? Yes. Deliveries and their serial numbers are recorded against your account, not against the collection address, so they appear in your portal even when a freight forwarder or consolidator physically receives the goods.
Inspection, warranty and returns
How long do I have to report a problem? Shortages, visible damage or wrong delivery: within three (3) business days of delivery, in writing. Latent defects: within seven (7) days of discovery. Serial numbers supplied with the goods are the definitive record of what was delivered, and failure to notify in time counts as acceptance (cl. 10).
What warranty applies? The manufacturer's warranty for the product and territory, plus any additional period stated on the listing. Claims go through the portal's RMA process with the serial numbers. Warranty is void where goods were misused, modified, physically damaged, or where identifying marks or serial numbers were altered or removed (cl. 11).
How do I start a return? Open RMA / Returns in your account. Do not ship anything back before an RMA reference is issued. You can check any unit first with Serial Lookup. See the full Return Policy.
What if I think goods are counterfeit? Stop distribution immediately and notify us. We investigate and, where a claim is substantiated, arrange return, replacement or credit (cl. 12).
Marketplace, offers and auctions
What do FBS and FBP mean? FBS — Fulfilled by SpiderNet, from our own stock. FBP — Fulfilled by Partner, listed by an approved third-party supplier. Every listing, cart line, order confirmation and invoice states which applies, and whether we sell as principal in our own name or as a disclosed agent for the supplier (cl. 2).
Is an offer binding? Yes. An offer you submit binds you for the validity period you choose and is subject to the published minimum value, quantity and discount limits. Auction bids are binding and cannot be withdrawn (cl. 6).
How does bidding work? Bids move on a fixed ladder: the starting price, then each further step of the amount published for that lot. You raise a bid with the + button, so an amount off the ladder cannot be entered.
Can I sell my own stock here? Yes — approved customers can apply to become suppliers from the dashboard. You set your net price, we add our commission to reach the portal price, and your stock stays with you until an order arrives. See the Supplier Agreement.
Legal & data
Does UAE consumer protection law apply to my purchases? Federal Law No. 15 of 2020 protects a "consumer" — a person acquiring goods or services for personal, non-commercial use. Purchases made in the course of a trade or business fall outside that definition, and the parties agree the law is not intended to apply to transactions under these Terms (cl. 3). Your rights come from the Terms & Conditions and the UAE commercial law that governs them.
Which law governs, and where are disputes heard? The laws of the UAE as applied in the Emirate of Dubai, with the dispute-resolution mechanism set out in the Terms (cl. 23).
How is my data handled? Under Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data. See the Privacy Notice for what we collect, why, how long we keep it and your rights.
Is clicking "accept" a real signature? Yes — acceptance recorded by the Platform, together with its date, IP address and version reference, is a valid electronic record under UAE electronic transactions law, as set out in the Terms (cl. 22).
Still need help?
Email contacts@spidernetfz.ae or call +971 4 886 1006, Sunday–Thursday. If your account has a dedicated account manager, they are copied automatically on the offers you submit.