Terms of Service
These Terms of Service govern your use of Grocery Delivery London services, including online ordering, delivery, subscriptions, and business accounts. By placing orders or using our website you accept these terms. Please read them carefully; they describe your rights and responsibilities, payment terms, delivery and returns procedures, and our liability limitations. If you act for a business or organisation you confirm you have authority to agree to these terms. Where you are a consumer located in the United Kingdom, certain rights under consumer protection law apply and cannot be limited by contract; these terms are intended to complement, not replace, those rights.
Using our service and user responsibilities
When you use our service, you must provide accurate contact and delivery details and ensure access to the delivery address within the scheduled slot. You are responsible for the accuracy of orders placed through your account and for safeguarding account credentials. If you arrange deliveries for multiple recipients, you must obtain necessary permissions to share their delivery details. You agree not to use the service for unlawful activities or to attempt to disrupt our platform. We reserve the right to suspend or terminate accounts where suspicious or abusive activity is detected. For allergy and dietary requirements, you must provide clear instructions at the time of ordering and verify product suitability on receipt. Our product descriptions are kept accurate but occasional stock or supplier changes can occur; where an ordered item is unavailable we will notify you and offer alternatives or refund. If you are ordering on behalf of a business, the terms relating to invoicing, credit and bulk scheduling will apply as agreed in your account setup.
Orders, pricing, and payment
Order acceptance occurs when we send an order confirmation by email or SMS. Prices shown at checkout include specified taxes and any delivery fees, and are confirmed before payment. Payment is required to complete an order. Payments are processed securely through our third-party payment providers; card details are handled by those providers and not stored by Grocery Delivery London except as tokenised references when you opt to save a payment method. We may place temporary authorisations on cards for verification. If payment is declined, the order will not be processed. Promotional offers may be subject to conditions and time limits; we reserve the right to withdraw promotions. For business customers on account terms, invoices are issued per agreed schedules and subject to credit checks and payment terms. We are not responsible for charges arising from incorrect payment details supplied by customers. Any pricing errors discovered will be corrected and customers notified; we reserve the right to cancel orders where an error affects the validity of a transaction.
Delivery, returns, and refunds
We provide delivery within specified time slots; availability depends on your postcode and our operational coverage. Our drivers follow contact-free delivery on request and will leave items as instructed if safe to do so. Please inspect perishable items on arrival; if there is a clear quality issue, contact us promptly with photos and order details. For missing or incorrect items we will investigate and offer replacement, credit, or refund where appropriate. Refunds are processed to the original payment method and may require evidence of the issue. For non-perishable returns, contact our support within the returns window stated in your confirmation. Refunds for faulty products follow standard consumer rights and may require return of goods; we will arrange collection at our discretion. We are not responsible for items damaged after delivery due to conditions beyond our control. For subscription cancellations, we require notice at least 24 hours before the next scheduled delivery to prevent charges. Business deliveries and bulk orders may have bespoke return and credit terms agreed in your account documentation.
Liability, disclaimers, and indemnity
To the fullest extent permitted by law, Grocery Delivery London limits its liability for any loss or damage arising from use of our services. We provide groceries sourced from suppliers and take reasonable care with handling, but we cannot guarantee absolute availability or prevent all defects. Where goods are supplied by third parties, your claim may be against that supplier in addition to or instead of us. We do not accept liability for indirect, special, or consequential loss, including loss of profit. Nothing in these terms affects statutory consumer rights that cannot be excluded. You agree to indemnify and hold us harmless from any claim arising from your misuse of the service, inaccurate information provided at ordering, or breach of these terms. For businesses, aggregated liability limits may be set out in your account agreement and exclude certain indirect losses. In the event of a claim, we will aim to resolve issues quickly through our customer support channels and, where appropriate, provide compensation consistent with these terms and legal obligations.
Governing law and dispute resolution
These terms are governed by the laws of England and Wales. For consumers, if you are resident in the United Kingdom, you retain the legal rights afforded to you under applicable consumer protection laws. If a dispute arises, please contact our support team so we can seek an amicable resolution. If an amicable resolution is not possible, disputes may be brought before the courts of England and Wales unless alternative dispute resolution is agreed. For business customers, any legal proceedings will be conducted in the courts of England and Wales unless otherwise agreed in writing. If you are outside the UK, local mandatory consumer protections may apply where those laws cannot be contractually excluded.
Contact information and updates
If you have questions about these Terms of Service, contact us at [email protected] or call +44 20 7946 0958. Our registered operations address is 12 Baker Street, Marylebone, London, W1U 3BP, United Kingdom. We may update these terms from time to time; material changes affecting how we provide services will be communicated to active customers by email or notice on our website. Continued use of the service after changes indicates acceptance of the updated terms. For privacy details and data handling please review our Privacy Policy at /privacy/ and for dispute or support enquiries use the contact page at /contact/.