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Terms of Service

Last updated: 10 September 2024

1. Agreement to Terms

By accessing or using FreshDrop UK's services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree to these terms, please do not use our services.

These terms apply to all users of our service, including customers, suppliers, and visitors to our website.

2. Description of Service

FreshDrop UK provides an online platform for ordering and delivery of fresh groceries, prepared meals, and specialty food items throughout the United Kingdom. Our services include:

• Online ordering platform accessible via website and mobile applications
• Curated selection of fresh produce, groceries, and prepared meals
• Home delivery services across participating UK locations
• Customer support and order management
• Subscription services for regular deliveries

3. Eligibility and Account Requirements

Age Requirements

You must be at least 18 years old to use our services. By using FreshDrop UK, you represent and warrant that you meet this age requirement.

Account Registration

To place orders, you must create an account by providing:

• Accurate and complete personal information
• Valid email address and phone number
• Delivery address within our service areas
• Valid payment method

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

4. Orders and Payment

Order Process

When you place an order through FreshDrop UK:

• Your order constitutes an offer to purchase the selected items
• We reserve the right to accept or decline your order at our discretion
• Order confirmation via email constitutes acceptance of your offer
• Prices are subject to change without notice until order confirmation

Payment Terms

• Payment is due at the time of order placement
• We accept major credit cards, debit cards, and approved digital payment methods
• All prices are in British Pounds (GBP) and include applicable VAT
• Delivery fees and service charges are clearly displayed before checkout

Product Availability

Product availability is subject to stock levels and seasonal variations. In case of unavailability:

• We will attempt to contact you to suggest suitable alternatives
• If no suitable alternative is found, we will refund the unavailable items
• We reserve the right to substitute items of equal or greater value

5. Delivery Terms

Delivery Areas

We currently deliver to selected areas across the United Kingdom. Delivery availability and timing may vary by location and demand.

Delivery Windows

• Standard delivery: Next working day or selected time slot
• Express delivery: Same-day delivery where available
• Delivery windows are estimates and may be subject to delays due to weather, traffic, or other unforeseen circumstances

Delivery Requirements

• Someone must be present to receive the delivery at the specified address
• Valid identification may be required for age-restricted items
• If no one is available, we may attempt re-delivery or leave items in a safe location at your discretion
• Special delivery instructions should be provided during checkout

6. Cancellations and Refunds

Order Cancellation

You may cancel your order:

• Up to 2 hours before your scheduled delivery slot
• By contacting our customer service team
• Through your online account (where applicable)

Refund Policy

We offer refunds in the following circumstances:

• Order cancellation within the allowed timeframe
• Product quality issues reported within 24 hours of delivery
• Missing items from your order
• Delivery failure due to our error

Refunds are typically processed within 3-5 business days to your original payment method.

7. Product Quality and Safety

Quality Standards

FreshDrop UK is committed to providing high-quality products. We:

• Source from reputable suppliers with quality certifications
• Maintain proper storage and handling procedures
• Monitor expiration dates and product freshness
• Follow all applicable food safety regulations

Quality Issues

If you receive products that don't meet our quality standards:

• Report the issue within 24 hours of delivery
• Provide photos and detailed description of the problem
• We will investigate and provide appropriate remedy (refund, replacement, or credit)

8. User Responsibilities

As a user of FreshDrop UK, you agree to:

• Provide accurate and up-to-date information
• Use the service only for personal, non-commercial purposes
• Respect our delivery personnel and treat them courteously
• Properly store and handle delivered products
• Report any issues or concerns promptly
• Not abuse our refund or customer service policies
• Comply with all applicable laws and regulations

9. Prohibited Activities

You may not:

• Use our services for any illegal or unauthorized purpose
• Violate any applicable laws or regulations
• Interfere with or disrupt our services or servers
• Attempt to gain unauthorized access to our systems
• Use automated systems to access our services without permission
• Resell or redistribute our products for commercial purposes
• Provide false information or impersonate others
• Abuse our customer service or refund policies

10. Intellectual Property

All content on the FreshDrop UK platform, including text, graphics, logos, images, and software, is our property or the property of our licensors and is protected by copyright, trademark, and other intellectual property laws.

You may not:

• Copy, modify, distribute, or create derivative works of our content
• Use our trademarks or logos without written permission
• Reverse engineer or attempt to extract source code from our software

11. Limitation of Liability

To the fullest extent permitted by law, FreshDrop UK's liability is limited as follows:

• Our total liability shall not exceed the value of your order
• We are not liable for indirect, consequential, or punitive damages
• We are not responsible for delays caused by circumstances beyond our control
• Our liability for product quality issues is limited to replacement or refund

12. Indemnification

You agree to indemnify and hold harmless FreshDrop UK, its officers, directors, employees, and agents from any claims, damages, losses, or expenses arising from:

• Your use of our services
• Your violation of these terms
• Your violation of any third-party rights
• Any content you submit through our platform

13. Data Protection

Your privacy is important to us. Our collection and use of personal information is governed by our Privacy Policy, which forms part of these terms. By using our services, you consent to our privacy practices as described in the Privacy Policy.

14. Service Modifications

FreshDrop UK reserves the right to:

• Modify or discontinue any aspect of our services
• Change delivery areas or availability
• Update our product offerings
• Modify pricing with reasonable notice

We will provide reasonable notice of material changes to our services.

15. Dispute Resolution

Customer Service

We encourage you to contact our customer service team first to resolve any issues. Most problems can be resolved quickly through direct communication.

Governing Law

These terms are governed by English law, and any disputes will be subject to the exclusive jurisdiction of the English courts.

Alternative Dispute Resolution

For qualifying disputes, we may offer alternative dispute resolution through approved mediation services before pursuing formal legal action.

16. Termination

Either party may terminate this agreement:

• You may close your account at any time
• We may suspend or terminate your account for violation of these terms
• We may discontinue our services with reasonable notice

Upon termination, your right to use our services ceases immediately, but provisions regarding liability, indemnification, and dispute resolution survive.

17. Changes to Terms

We may update these Terms of Service from time to time. When we make changes:

• We will post the updated terms on our website
• We will update the "Last updated" date
• For material changes, we will provide additional notice via email
• Continued use of our services constitutes acceptance of the updated terms

18. Contact Information

By using FreshDrop UK's services, you acknowledge that you have read and understood these Terms of Service and agree to be bound by them.