Customer Terms of Use

These Customer Terms of Use (the "Terms") apply when you access or use the FindChow consumer mobile application, website, checkout, customer support and related marketplace services (together, the "Platform"). They apply to customers acting wholly or mainly outside their trade, business, craft or profession.

FindChow Limited ("FindChow", "we", "us" or "our") operates the Platform. We are registered in England and Wales under company number 14622114 at the registered office shown above.

By creating an account, accessing the Platform or placing an Order, you agree to these Terms. If you do not agree, do not use the Platform. Our Privacy Policy explains how personal information is handled and forms part of the information provided to you, but it is not part of the contract for the sale of food.

These Terms do not govern a Merchant's business use of the FindChow Merchant Hub. Business users are subject to the merchant terms or agreement presented to them separately.

In these Terms:

• "Customer", "you" or "your" means the individual using the Platform or placing an Order.
• "Merchant" means the independent restaurant, caterer, chef, food vendor or other business identified on the product page, Merchant page and/or at checkout as the seller of the food or other items.
• "Order" means a request submitted through the Platform to buy items from a Merchant.
• "Order Confirmation" means the electronic confirmation that the Merchant has accepted an Order.
• "Delivery Partner" means an independent courier or logistics provider involved in collection or delivery.
• "Cancellation Cut-Off" means the deadline displayed in the Platform or Order details after which an accepted Order cannot normally be cancelled merely because you have changed your mind.

You must provide accurate, current and complete information and keep your contact and delivery details up to date.

You are responsible for keeping your login credentials confidential and for activity on your account, except where activity results from our failure to use reasonable care. Tell us promptly at info@findchow.co.uk if you believe your account or payment method has been used without permission.

You may not create multiple accounts to misuse promotions, impersonate another person, conceal fraud, evade a restriction or interfere with the Platform. We may require reasonable identity, address or payment verification before accepting or continuing to process an Order.

4.1 The Merchant sells the food

Each Merchant is an independent business and the legal seller of the food and other items shown under its name. The Merchant, not FindChow, is responsible for the items it sells, including their description, ingredients, allergen information, preparation, packaging, portion, quality, safety, legal compliance and conformity with your Order.

4.2 FindChow provides the Platform

FindChow provides the technology that allows you to discover Merchants and items, submit Orders, make payments, receive updates and request support. We may also arrange delivery and coordinate a complaint, cancellation, refund or other resolution on a Merchant's behalf. FindChow remains responsible for providing its own Platform services with reasonable care and skill.

4.3 Separate contracts

When an Order is accepted, you enter into: (a) a contract with the Merchant for the sale of the items; and (b) a contract with FindChow for any Platform service we provide directly to you, including any separately identified service fee. If delivery is arranged, the checkout or Order information may identify whether it is fulfilled by the Merchant, FindChow through a Delivery Partner, or another provider.

Nothing in these Terms makes FindChow the Merchant's employer, partner or agent for food preparation. However, we may act as the Merchant's disclosed payment-collection and customer-support agent for the limited purposes described in these Terms.

We display information supplied by Merchants, including business identity, menus, photographs, descriptions, prices, availability, ingredients, allergens and preparation or storage instructions. Merchants must keep that information accurate. We may review, format or remove information, but we do not independently test every meal or verify every statement before it is published.

Images are illustrative and presentation may vary. A Merchant may make reasonable minor changes that do not materially alter the item, but it must not make a substitution that introduces an undeclared allergen or materially changes what you agreed to buy without your agreement.

The Platform will show the items, Merchant, quantities, fulfilment method, scheduled delivery or collection window, applicable cut-off, and total charges before you submit an Order. Please check these details carefully.

Submitting an Order is an offer to buy the selected items from the Merchant. An automated acknowledgement that we received your request is not acceptance. The food-sale contract is formed only when the Merchant accepts the Order and we send the Order Confirmation on the Merchant's behalf.

A Merchant may reject an Order before acceptance, for example because an item is unavailable, the delivery address is outside the service area, the Order misses a cut-off, payment cannot be authorised, or there is a pricing or listing error. If an Order is not accepted, any payment authorisation will be released or any captured amount will be refunded.

You should contact us immediately if an Order Confirmation is incorrect. A requested change is not effective unless the Merchant accepts it and the Platform or our support team confirms it.

All items and delivery capacity are subject to availability. If an item becomes unavailable after acceptance, the Merchant or FindChow will contact you where reasonably possible. You may accept a clearly described substitute, remove the affected item for an appropriate refund, or cancel the affected Order for a refund where the change is material.

A Merchant may cancel an accepted Order if it cannot lawfully or safely fulfil it, an essential ingredient or delivery service becomes unavailable, or circumstances outside reasonable control prevent fulfilment. You will receive a refund for the cancelled items and associated charges paid for services not provided. This does not limit any additional statutory remedy you may have.

Prices are shown in pounds sterling and include VAT where applicable. Before you place an Order, the Platform will show the total amount payable and separately identify the item price, delivery charge, service fee, tip and any other charge or discount that applies. No optional payment will be added without your choice.

Merchants set their item prices and may change them before an Order is submitted. A price change will not affect an already accepted Order unless there is an obvious pricing error that you knew, or reasonably should have known, was incorrect. In that case, we may contact you before fulfilment to offer the correct price or cancel and refund the Order.

Payments are processed by third-party payment providers. By submitting an Order, you authorise the payment provider and FindChow to charge the chosen payment method for the total shown. We may place an authorisation hold and capture payment when the Order is accepted or at another point clearly disclosed during checkout.

FindChow may collect the item price and relevant charges on the Merchant's behalf. Payment to FindChow or its payment provider discharges your obligation to pay the Merchant for that amount. You remain responsible for amounts validly due if a payment is reversed, charged back without proper basis or otherwise fails, but we will not charge you twice for the same amount.

Promotions, referral benefits and account credits may have additional terms displayed with the offer. Unless stated otherwise, they are personal, non-transferable, not exchangeable for cash, limited to one use per Order and cannot be combined. We may refuse or reverse a benefit obtained through error, fraud, multiple-account misuse or breach of its stated conditions.

If tipping is offered, a tip is voluntary and the amount will be shown before payment. Tips designated for a Merchant or Delivery Partner will be passed on to the intended recipient, subject to payment processing and any lawful adjustment following cancellation or refund.

10.1 Before acceptance

You may withdraw an Order request through the Platform or by contacting support before the Merchant accepts it, provided the withdrawal reaches us in time to stop acceptance and fulfilment.

10.2 After acceptance but before the Cancellation Cut-Off

You may cancel an accepted Order before the Cancellation Cut-Off using the method shown in the Platform or by contacting support. Unless the checkout clearly states otherwise, you will receive a refund of the cancelled item price and charges for services that will not be provided.

10.3 After the Cancellation Cut-Off

Food sold through FindChow is generally perishable and may be prepared or procured specifically for your Order. The usual 14-day right to cancel a distance contract for a change of mind does not apply to goods that are liable to deteriorate or expire rapidly. After the Cancellation Cut-Off, you do not normally have a change-of-mind cancellation right if preparation, procurement or fulfilment has begun, although the Merchant may agree to a cancellation at its discretion.

This restriction does not affect your rights where items are unsafe, faulty, misdescribed, not supplied with reasonable care, or not delivered as agreed.

Available delivery areas, collection options, dates and estimated windows are shown in the Platform. Delivery times are estimates unless expressly stated to be guaranteed. Traffic, weather, Merchant preparation, courier availability and other circumstances may affect timing.

You must provide a complete and accurate address, access instructions and a working telephone number; ensure that delivery is lawful and reasonably safe; and be available to receive the Order during the stated window. Delivery is completed when the Order is handed to you or to a person you nominate, or left in a safe place that you expressly selected where that option is available.

If delivery cannot be completed because the address or instructions are materially wrong, nobody is available, access is unsafe or restricted, or we cannot reach you after reasonable attempts, the Order may be returned or disposed of for safety reasons. Because the food is perishable, you may not be entitled to a refund of the item price, and a reasonable re-delivery charge may apply if re-delivery is safe and available. We will not withhold a refund where the failed delivery was caused by the Merchant, FindChow or a Delivery Partner acting within the delivery arrangement.

If you choose collection, you must collect within the stated window and follow the Merchant's reasonable identification and collection instructions. Storage and food-safety limits may mean an uncollected Order cannot be retained or refunded.

Check your Order promptly after delivery or collection. If an item is missing, incorrect, damaged, spoiled, unsafe, materially late or materially different from its description, stop consuming it where safety may be affected and contact FindChow at info@findchow.co.uk or through in-app support as soon as reasonably possible. For perishable food, reporting within 24 hours will usually help us investigate, but this request does not reduce your statutory rights.

We may reasonably request photographs, packaging, order details or other information needed to investigate. Do not dispose of relevant packaging or the affected item until it is safe to do so and you have been told it is no longer required; you should never retain food where doing so would create a health risk.

FindChow may investigate and coordinate a resolution on the Merchant's behalf. Depending on the circumstances and your legal rights, the resolution may include replacement, redelivery, a price reduction, refund of an affected item, refund of relevant delivery or service charges, or cancellation and full refund of the Order. A goodwill credit does not replace a refund or other remedy to which you are legally entitled.

Approved refunds are made to the original payment method unless law requires or you expressly agree otherwise. We aim to initiate the refund promptly; banks and payment providers commonly take 5 to 10 working days to display it. This processing estimate does not limit any statutory deadline.

The Merchant remains responsible as seller for remedies relating to the food. FindChow remains responsible for remedies relating to a breach of the Platform services it provides directly. You may contact us first in either case, and we will tell you if the matter needs to be handled directly with a Merchant or payment provider.

The Merchant is responsible for supplying legally required ingredient, allergen and food information before purchase and, where required, with delivery. You must review the information shown for each item before ordering and follow all use-by, refrigeration, reheating, storage and consumption instructions supplied with the food.

If you have a food allergy, intolerance or other serious dietary requirement, review the Merchant's allergen information and contact the Merchant or FindChow before ordering if anything is unclear. Do not rely solely on a free-text note, search filter, product name, photograph or previous Order. Unless the Merchant expressly confirms otherwise, food may be prepared in an environment where allergens are handled and cross-contact may occur.

An allergy or preference note is a request, not an agreed modification, unless the Merchant expressly accepts it. If the Merchant cannot safely meet the request, it should reject or cancel the affected item. In a medical emergency, contact the emergency services immediately; do not wait for a response from FindChow support.

You must use the Platform and purchased items lawfully and responsibly. In particular, you must not:

• submit false, abusive or fraudulent Orders, refund claims, reviews or payment disputes;
• resell items through the Platform or use a consumer account for commercial procurement without our written agreement;
• harass, threaten or discriminate against Merchants, Delivery Partners, customers or FindChow personnel;
• attempt to gain unauthorised access, introduce malicious code, scrape the Platform at scale, reverse engineer protected elements, or interfere with security or availability; or
• use the Platform or its content in a way that infringes another person's rights or violates applicable law.

Reviews must reflect a genuine experience, be accurate to the best of your knowledge and not contain unlawful, defamatory, discriminatory, threatening, obscene, misleading or privacy-infringing material. You must disclose any incentive received for a review and must not submit or commission fake reviews.

You retain ownership of content you submit. You grant FindChow a worldwide, non-exclusive, royalty-free licence to host, reproduce, format, display and distribute that content for operating, promoting and improving the Platform. The licence lasts while the content is published and for a reasonable period in backups, legal records and materials already produced. You confirm that you have the rights needed to grant this licence.

We may moderate, refuse or remove content where we reasonably believe it breaches these Terms or the law, compromises safety or platform integrity, or is irrelevant to the transaction. We will not manipulate reviews to conceal genuine negative feedback.

FindChow or its licensors own the Platform, software, design, databases, trade marks and content that we create. Merchant names, images and menu content may belong to the relevant Merchant or its licensors.

We grant you a personal, limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for lawful personal use in accordance with these Terms. This licence does not permit you to copy, sell, commercially exploit, modify, distribute or create derivative works from the Platform except where law expressly allows it.

Our Privacy Policy explains how we collect and use personal information, including account, order, location, device and optional analytics information, and how you can exercise your rights. By using the Platform, you acknowledge that service communications such as verification messages, Order Confirmations, delivery updates, security alerts and changes affecting an active Order may be sent electronically. These operational messages are not marketing.

We will send electronic marketing only where permitted by law. You can withdraw marketing consent or change preferences at any time using the unsubscribe mechanism or relevant account settings.

The Platform may use or link to services provided by payment processors, maps, sign-in providers, Delivery Partners, app stores and other third parties. Their separate terms and privacy notices may apply to services they provide directly. FindChow is not responsible for an independent third-party service merely because the Platform links to it, but this does not remove responsibility we have for choosing or using a provider as part of our own contractual service.

If you download the app from Apple App Store or Google Play, the relevant store rules also apply. The app store is not responsible for the Merchant's food contract or for providing FindChow customer support, except to the extent required by its own terms or applicable law.

You may stop using the Platform and request account deletion at any time, subject to retention described in our Privacy Policy. Closing an account does not cancel an accepted Order or remove obligations and rights that arose before closure.

We may restrict, suspend or close an account where we reasonably believe this is necessary to protect customers, Merchants, Delivery Partners or the Platform; prevent fraud or abuse; comply with law; investigate a serious breach; or address non-payment. Where appropriate, we will explain the reason and allow you to contact us. Immediate action may be taken where delay would create risk or compromise an investigation.

Suspension or closure will not remove your right to receive an accepted Order or refund unless fulfilment is lawfully cancelled, nor will it remove statutory rights relating to an earlier Order.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

FindChow is responsible for loss or damage that is a foreseeable result of our breach of these Terms or failure to use reasonable care and skill in providing our services. The Merchant is responsible for loss or damage arising from its breach of the food-sale contract, including unsafe, faulty or misdescribed food. Responsibility will be allocated according to who caused the loss and the legal duties that apply; these Terms do not prevent you from pursuing the responsible party.

The Platform and Orders are supplied for domestic and private use. We are not responsible for business losses such as loss of profit, revenue, opportunity or business interruption arising from consumer use. We are not responsible for loss that was not reasonably foreseeable when the relevant contract was formed, or for loss caused by your failure to follow reasonable food-safety, storage, address or delivery instructions, to the extent that failure caused the loss.

We do not promise uninterrupted access to the Platform. We may temporarily suspend features for maintenance, security or technical reasons, but will use reasonable care to minimise disruption and will not use this clause to avoid fulfilling an accepted Order or providing a remedy required by law.

A Merchant or FindChow will not be responsible for delay or failure caused by an event genuinely outside its reasonable control, such as severe weather, major transport disruption, widespread network failure, emergency restrictions or industrial action affecting third parties. The affected party must take reasonable steps to reduce the impact and resume performance.

If such an event materially delays or prevents fulfilment, we will contact you where reasonably possible. You may be entitled to cancel and receive a refund for items and services not supplied, particularly where the agreed timing was essential or the delay makes perishable food unsuitable.

We may update the Platform and these Terms to reflect service changes, legal or regulatory requirements, security needs or reasonable business developments. The effective date at the top shows when the current version begins.

Material changes will be notified through the Platform, email or another appropriate method before they take effect where reasonably practicable. Changes apply prospectively and will not alter an already accepted Order unless required by law or you agree. If you do not accept updated Terms, you should stop using the Platform after completing or resolving existing Orders.

If any provision is found unlawful or unenforceable, it will be treated as modified to the minimum extent necessary or removed, and the remaining provisions will continue in effect.

A delay in enforcing a right does not waive it. You may not transfer your rights or obligations under these Terms without our consent. We may transfer our rights and obligations to another organisation if this does not reduce your rights; we will notify you where the transfer materially affects you.

Only you and FindChow may enforce the contract for use of the Platform. The Merchant may enforce the food-sale contract with you and any provision expressly stated to apply to that contract. No other person has rights under the Contracts (Rights of Third Parties) Act 1999.

These Terms, the Platform contract and any non-contractual dispute with FindChow are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you also retain the benefit of mandatory consumer protections that apply where you live.

You may bring court proceedings against FindChow in England and Wales or, if you live in Scotland or Northern Ireland, in the courts of the part of the United Kingdom where you live. The governing law and court position for the food-sale contract will follow the same consumer-protection principles unless mandatory law requires otherwise.

If you have a question, complaint or problem with an Order, contact us through in-app support or at support@findchow.co.uk. Include your Order number and a clear description of the issue. We will acknowledge the complaint, investigate it fairly and coordinate with the relevant Merchant or Delivery Partner where necessary.

Nothing in these Terms affects your right to seek independent advice, contact Citizens Advice or Trading Standards, use any applicable dispute-resolution process, or bring a claim before a competent court.

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