Terms and Conditions
Terms and Conditions of GROCERY DELIVERY E-SERVICES UK LTDThis page (together with the documents referred to on it) tells you the terms and conditions on which we will supply to you the products (Products) listed on our website www.hellofresh.co.uk (our site) via one of our subscription services (Services). Please read these terms and conditions carefully before ordering any Products from our site or subscribing to one of our Services. You should understand that by ordering any of our Products or subscribing to one of our Services, you agree to be bound by these terms and conditions.
You should print a copy of these terms and conditions for future reference.
Please tick the checkbox in the shopping basket to accept these terms and conditions. Please understand that if you refuse to accept these terms and conditions, you will not be able to order any Products from our site.
1. INFORMATION ABOUT US1.1
We operate the website www.hellofresh.co.uk. We are GROCERY DELIVERY E-SERVICES UK LTD, a company registered in the UK.
2. SERVICE AVAILABILITY2.1
Our site is only intended for use by people residing in the United Kingdom of Great Britain and Northern Ireland (Serviced Countries). We do not accept orders from individuals outside those countries.
3. YOUR STATUSBy placing an order through our site, you warrant that:
you are legally capable of entering into binding contracts; and
you are at least 18 years old;
you are resident in one of the Serviced Countries; and
you are accessing our site from that country.
4. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US4.1
After placing an order on our standard order form, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy Products by subscribing to a Service. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the Product has been dispatched (Dispatch Confirmation). The contract between us (Contract) will only be formed when we send you the Dispatch Confirmation.
The Contract will relate only to those Products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.
The subscription plan to our Services consist of an initial charge and then followed by recurring period charges as agreed to by you. By entering into this Agreement, you acknowledge that your subscription has an initial and recurring payment feature and you accept responsibility for all recurring charges prior to deactivation. hellofresh.co.uk may submit periodic charges (e.g., monthly) without further authorization from you, until you provide prior notice that you have terminated this authorization or wish to change your payment method. Such notice will not affect charges submitted before hellofresh.co.uk reasonably could act. To terminate your authorization or change your payment method email firstname.lastname@example.org.
By subscribing to hellofresh.co.uk you are agreeing to pay recurring periodic subscriptions for an indefinite time until deactivated by you or us, on the subscription terms set out in the application form you have completed, subject to variation in accordance with 4.5 below. You can deactivate your subscription at any time within the deactivation deadline. You will not be charged for any deactivation. You can re-subscribe at any time following your deactivation, but we reserve the right not to permit re-subscription where we have previously elected to terminate a subscription by you.
Cancelling your subscription is easy. You just need to go to your account area and follow these steps(This must be arranged by midnight on the wednesday before the following week's delivery):
- 1. Log in on the HelloFresh website
- 2. Click on Your Account Settings
- 3. Click the small edit box under Subscription Info
- 4. Click on 'cancel my subscription' at the bottom of the page
- 5. Follow the steps to deactivate
We reserve the right at our absolute discretion not to renew your subscription at any time without giving any reasons for our decision.
5. VOUCHERS AND GIFT CARDS5.1
We may offer gift cards, discount promotions and other types of voucher (Voucher) which require to be activated by email application in order for the holder to commence delivery of Products through a Service. If paid for, the Voucher is deemed to have been sold at the time of payment for it. All of these terms and conditions shall become applicable as between us and the holder of the Voucher (Holder) when the Holder redeems the Voucher by applying for a Service to commence.
A Voucher may only be used once by its Holder and may not be copied, reproduced, distributed or published either directly or indirectly in any form or stored in a data retrieval system without our prior written approval.
We reserve the right to withdraw or deactivate any Voucher (other than a paid-up gift card) for any reason at any time.
Vouchers may only be redeemed through the website www.hellofresh.co.uk and not through any other website or method of communication. To use your Voucher you will be required to enter its unique code at the online checkout and use of such code will be deemed to confirm your agreement to these terms and conditions and any special conditions attached to the Voucher.
Any discounts attached to Vouchers apply to the price of the Products ordered only and not to delivery charges, which will be chargeable at normal rates.
We reserve the right to exclude the use of voucher codes on specific products.
For example vouchers linked to the normal HelloFresh subscription cannot be used on the HelloFresh Christmas Box or Gift Box. Vouchers will not be applied in conjunction with any existing account credit.
6. HELLOFRESH REWARDSAs a customer of HelloFresh you will be enrolled in our HelloFresh Rewards scheme when you place your first order with us. HelloFresh Rewards, is operated by us, Grocery Delivery E-Services UK Ltd. HelloFresh Rewards enables you to earn and redeem Rewards Points for qualifying items in our Online Store.
6.1 Earning Rewards Points
6.1.1 You can earn Rewards Points in a number of ways as indicated in your account area on the HelloFresh website. This includes, but is not limited to, having boxes delivered, receiving badges (rewards for certain meal box counts), and referring friends.
6.1.2 Rewards Points are credited to your account on the date after Cut-Off Point of the corresponding box, or the date that you complete any other earning event, and will show on your Rewards Points account balance.
6.1.3 We may change the way Rewards Points are earned by giving reasonable notice.
6.2 Redeeming Rewards Points
6.2.1 Once you have earned the relevant number of Rewards Points they can be exchanged for HelloFresh branded items in the Online Store.
6.2.2 Rewards Points cannot be redeemed with the same order in which they were earned. Rewards Points can only be redeemed with later orders than the order with which they were earned.
6.2.3 Selected items will be shipped with your next HelloFresh meal box order if they are ordered before the Cut-Off Point. If they are ordered after the Cut-Off Point they will be delivered with the following meal box order. The Cut-Off Point is subject to variation in different countries. All items are subject to availability.
6.2.4 Rewards Points will be deducted on completion of the order of your items from the Online Store.
6.2.5 The maximum number of items that you can order with Rewards Points in any seven (7) day period is one (1).
6.2.6 Rewards Points that you earn can be redeemed under this Clause 6 but have no monetary value.
6.3 Expiry or Termination
6.3.1 Rewards Points expire on 31 December in the following calendar year to which they were earned. For example, Rewards Points earned on 1 January 2016 will expire on 31 December 2017 at 23:59.
6.3.2 If you cancel all of your active subscriptions Rewards Points earned but not redeemed within 3 calendar months will be forfeited.
6.3.3 If you cancel your account, Rewards Points earned but not redeemed will be forfeited within 3 months of the cancelation.
6.3.4 We reserve the right to terminate HelloFresh Rewards by giving you reasonable notice. If we do this all Rewards Points will be forfeited on the terms set out in that notice.
Rewards Points will not be earned or redeemed if you are in breach of the terms of this agreement, if we have cancelled or suspended your right to have an account with us or if we suspect fraud.
6.5 Transfer of Rewards Points
Rewards Points are personal to you and cannot be transferred to anyone else. They may only be redeemed and earned in accordance with these terms.
6.6 Tax Liability
You or your advisers are responsible for determining any tax liability in respect of your participation in HelloFresh Rewards and the earning and redeeming of Rewards Points and we are not able to give you advice concerning this.
6.7 Amendments to HelloFresh Rewards
We reserve the right to amend or terminate HelloFresh Rewards at our sole discretion.
6.8.1 "Cut-Off Point" means Wednesday at 23:59 each week.
6.8.2 "Rewards Points" means the points earned and redeemed under HelloFresh Rewards.
6.8.3 "HelloFresh Rewards" means the programme which is set out in this Clause 6.
6.8.4 "Online Store" means the online shop accessible through your account area.
7. CONSUMER RIGHTS7.1
You may deactivate a contract at any time, however you must do so by the Wednesday the week before your delivery, to deactivate you must email email@example.com by 7pm, or;
7.2 Right to deactivate
You have the right to deactivate this contract within 14 days without giving any reason. The deactivation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right to deactivate, you must inform us (Postal address: Grocery Delivery E-Services UK Ltd t/a HelloFresh, The Fresh Farm, 60 Worship Street, London, EC2A 2EZ, Phone: 0207 138 9055, E-Mail-Address: firstname.lastname@example.org) of your decision to deactivate this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model deactivation form, but it is not obligatory.
To meet the deactivation deadline, it is sufficient for you to send your communication concerning your exercise of the right to deactivate before the deactivation period has expired.
7.3 Effects of deactivation
If you deactivate this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than- (a) 14 days after the day we receive back from you any goods supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to deactivate this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Pursuant to regulation 27(1)(c) of the Consumer Contracts (Information, deactivation and Additional Charges) Regulations 2013, contracts for the supply of goods are exempt from the right to withdrawal if those goods are liable to deteriorate or expire rapidly. For the avoidance of doubt, boxes containing fresh ingredients and recipes to cook those ingredients are exempt from the right to withdraw.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
— To Grocery Delivery E-Services UK Ltd t/a HelloFresh, The Fresh Farm, 60 Worship Street, London, EC2A 2EZ, Phone: 0207 138 9055, E-Mail-Address: email@example.com
— I/We (*) hereby give notice that I/We (*) deactivate my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*),
— Ordered on (*)/received on (*),
— Name of consumer(s),
— Address of consumer(s),
— Signature of consumer(s) (only if this form is notified on paper),
[*] Delete as appropriate.
8. AVAILABILITY AND DELIVERY8.1
Your order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within 30 days of the date of the Dispatch Confirmation, unless there are exceptional circumstances.
Delivery windows stated by HelloFresh are an indication, and not a guarantee of delivery within these hours. We reserve the right to deliver your box at any point on the day of delivery set out in the dispatch confirmation.
Delivery will be completed when we, or our authorised courier company, deliver the Products to the address you gave us. If no one is available at your address to take delivery, we, or our authorised courier company, will follow the delivery instructions provided to us by you. If no leave safe instructions are specified, the order will be left in an area that the authorised courier company considers safe.
The leave safe location specified by you shall be within the area of the delivery address and shall be accessible to the courier. We will endeavour to follow any delivery instructions you provide but this cannot be guaranteed.
HelloFresh’s obligation to deliver the box shall be fulfilled once the courier delivers the box at the safe spot specified by you or the box is considered safe by the courier.
If the personal handover of the box is not possible and no leave safe is available HelloFresh may also deliver the box to a nearby household or business. A household or business shall be regarded ‘nearby’ if the recipient resides in the same building as the original addressee. In addition, the box may also be delivered to a recipient residing in proximate walking distance to the delivery address (e.g. same housing complex, building on the opposite side of the street, next-door building). All aforementioned nearby households and businesses are subsequently referred to as “neighbours”.
The customer will be notified of such delivery to a neighbour by delivery notice or via email.
If neither a personal handover nor a delivery to a neighbour is possible, you will be in default of acceptance unless an exemption according to paragraph 8.2 applies.
HelloFresh will not attempt a further delivery. You are obliged to bear all expenses related to aforesaid default of acceptance.
9. RISK AND TITLE9.1
Once the delivery is completed, according to the preceding paragraph (i.e. signed for by customer, left in a safe spot as specified by the customer or considered safe by authorised courier company, or delivered to a neighbour if no leave safe is provided or available) the risk of any damage or loss of the box will be with the customer. HelloFresh shall not be held liable for any damage, defect or loss which may occur thereafter.
You are fully responsible for any damages or losses due to any ambiguity regarding the safe spot specified by you. HelloFresh is not obliged to review the safe spot as to its general suitability.
Refusal of the box does not negate the charge, HelloFresh will not be liable for any losses sustained by the customer relating to a refusal of delivery by our authorized courier company.
10. PRICE AND PAYMENT10.1
The price of the Products and our delivery charges will be as quoted on our site from time to time, except in cases of obvious error.
Product prices include VAT.
Product prices and delivery charges are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.
Payment for all Products and Services must be by credit or debit card. We accept payment with Visa and Mastercard.
11. OUR REFUNDS POLICY11.1
If you are unhappy with your box for a legitimate reason such as: the box was missing ingredients, the box was damaged, the box did not arrive. We will offer an appropriate refund as long as it can be shown that the box you were charged for was not provided as it should have been.
12. WARRANTYWe warrant to you that any Product purchased from us through our site will, on delivery, conform with its description, be of satisfactory quality, and be reasonably fit for all the purposes for which products of that kind are commonly supplied.
13. OUR LIABILITY13.1
Subject to clause 13.2, if we fail to comply with these terms and conditions we shall only be liable to you for the purchase price of the Products.
Nothing in this agreement excludes or limits our liability for:
Death or personal injury caused by our negligence;
Fraud or fraudulent misrepresentation;
Any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
Defective products under the Consumer Protection Act 1987; or
Any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.
14. WRITTEN COMMUNICATIONSApplicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
15. NOTICESAll notices given by you to us must be given to GROCERY DELIVERY E-SERVICES UK LTD at firstname.lastname@example.org. We may give notice to you at either the e-mail or postal address you provide to us when placing an order, or in any of the ways specified in clause 14 above. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.
16. TRANSFER OF RIGHTS AND OBLIGATIONS16.1
The contract between you and us is binding on you and us and on our respective successors and assignees.
You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.
We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
17. INTELLECTUAL PROPERTY RIGHTS17.1
We are the owner or the licensee of all intellectual property rights in our site, whether registered or unregistered, and in the material published on it. These works are protected by copyright laws and all such rights are reserved.
You may print off one copy, and may download extracts, of any pages from our site for your personal reference. You must not use any part of our copyright materials for commercial purposes without first obtaining a licence to do so from us and our licensors.
If you post comments on the Products or Services to any website, blog or social media network (Commentary) you must ensure that such Commentary represents your fairly-held opinions. By subscribing to the Services you irrevocably authorize us to quote from your Commentary on our site and in any advertising or social media outlets which we may create or contribute to.
18. EVENTS OUTSIDE OUR CONTROL18.1
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).
A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
Strikes, lock-outs or other industrial action;
Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
Impossibility of the use of public or private telecommunications networks; and
The acts, decrees, legislation, regulations or restrictions of any government.
Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this will not constitute a waiver of such rights or remedies and will not relieve you from compliance with such obligations.
A waiver by us of any default will not constitute a waiver of any subsequent default.
No waiver by us of any of these terms and conditions will be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with clause 14 above.
20. SEVERABILITYIf any of these terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
21. ENTIRE AGREEMENT21.1
These terms and conditions and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the subject matter of any Contract.
We each acknowledge that, in entering into a Contract, neither of us relies on any representation or warranty (whether made innocently or negligently) that is not set out in these terms and conditions or the documents referred to in them.
Each of us agrees that our only liability in respect of those representations and warranties that are set out in this agreement (whether made innocently or negligently) will be for breach of contract.
Nothing in this clause limits or excludes any liability for fraud
22. OUR RIGHT TO VARY THESE TERMS AND CONDITIONS22.1
We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities.
You will be subject to the policies and terms and conditions in force at the time that you order Products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the Products).
23. LAW AND JURISDICTIONContracts for the purchase of Products through our site and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by English law. Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) will be subject to the non-exclusive jurisdiction of the courts of England and Wales.