Accessibility

Effective from: 1st December 2025

Statement of Intent

ChopNow is committed to making our website, mobile apps and services accessible to everyone, including people with disabilities. We aim to meet WCAG 2.1/2.2 Level AA standards where practical, remove barriers, and offer reasonable adjustments for customers, partners and couriers. We follow the Equality Act 2010 duty to make reasonable adjustments and work to ICO guidance on accessible online services.

Scope

This policy covers: the ChopNow website and web apps, Android and iOS apps, marketing emails, downloadable documents (PDFs), partner dashboards, and customer support channels (phone, chat, email). It also covers physical aspects of our service where relevant (for example, delivery procedures and partner premises accessibility)

Standards and Legal Framework

We design and test our digital services against the Web Content Accessibility Guidelines (WCAG) 2.1 and the newer WCAG 2.2 success criteria, aiming for Level AA conformance. We also recognise the Equality Act 2010 requirement to make reasonable adjustments for disabled customers and staff, and we follow ICO guidance on accessibility and data handling. Public sector accessibility regulations are noted as best practice where applicable.

What We Do Now — Practical Measures

• Design and development: our digital products are built with semantic HTML, ARIA where needed, keyboard navigation, logical heading structure, and scalable text.
• Visual accessibility: we check colour contrast, allow text resizing, and avoid using colour as the only means of conveying information.
• Media: videos have captions and audio descriptions where feasible; images include meaningful alt text; transcripts are available on request.
• Forms and checkout: form fields include visible labels, clear error messages, and support for assistive technologies.
• Mobile apps: we follow platform accessibility guidelines (Android Accessibility, iOS VoiceOver) and expose content to screen readers.
• Documents: PDFs and downloadable guides are produced in tagged, accessible formats when published. If a PDF is not accessible, we will supply an accessible alternative on request.
• Testing: we combine automated scanning tools with manual testing (keyboard-only navigation, screen readers such as NVDA and VoiceOver), and real-user testing with people who have lived experience of disability. We log issues and prioritise fixes.
• Training: product, support and partner onboarding teams receive accessibility training focused on practical adjustments and inclusive language.
• Partner and courier onboarding: partners and couriers receive guidance on accessible order fulfilment (clear packaging labels, delivery arrival procedures, and communication methods for customers with access needs).

Known Limitations and Planned Fixes

We aim for continuous improvement. Where parts of the site or app fall short of WCAG AA, we publish an accessibility statement listing known issues and estimated remediation timelines. Major issues are prioritised and typically scheduled for fix within our next two release cycles; critical accessibility defects are escalated and resolved more quickly.

Alternatives and Reasonable Adjustments

If you cannot use any part of our site or app, we will help you complete your task by providing alternative ways to access our service: phone ordering, email orders, or assisted ordering via our support team. We will also accept delivery instructions to help couriers provide safe, dignified drop-offs (for example, leave-with neighbour details, audible knock preference, or doorstep placement guidance).

Phone support and accessible ordering: call +44 20 7946 0123 or email hello@chopnow.co.uk for assistance, alternative formats, or to request reasonable adjustments. We will respond within two business days and, where urgent, sooner

Accessibility Testing and Governance

It is a long established fact that a reader will be distracted by the readable content of a page when looking at its layout. The point of using Lorem Ipsum is that it has a more-or-less normal distribution of letters, as opposed to using 'Content here, content here', making it look like readable English

• Regular audit cycle: automated scans run weekly; manual audits run quarterly.
• User testing: we recruit users with a range of access needs for feature testing before major releases.
• Reporting and tracking: all accessibility issues are logged in our product backlog with clear owners and SLAs.
• Oversight: our product lead and DPO review accessibility performance monthly and present updates to leadership.

Third Parties and Partner Content

ChopNow uses third-party services (payment gateways, analytics, maps, ad networks). We require vendors to meet accessibility and data protection standards and evaluate their accessibility practices during procurement. We cannot control the content or accessibility of partner restaurant websites or third-party pages linked from our service; where partner pages are necessary to complete a task we offer alternative support and will encourage partners to improve accessibility

Accessibility ff Documents, Emails and Marketing

All public documents published by ChopNow are produced with accessibility in mind. Marketing emails follow accessible templates (clear subject lines, structured headings, and readable fonts). If you receive inaccessible material, request an alternative format at hello@chopnow.co.uk and we will provide it

Confidentiality, Privacy And Accessibility Requests

When you ask for assistance or reasonable adjustments we will only collect the minimum personal data needed to provide the support. Requests are handled in line with our Privacy Policy and UK GDPR. You may request anonymised or pseudonymised records where appropriate.

How To Give Feedback or Make a Complaint

We welcome feedback about accessibility. Email hello@chopnow.co.uk or call +44 20 7946 0123. Tell us: which page or feature, what you were trying to do, the device and browser or app version, and any screenshots if possible. We will acknowledge receipt within two business days and outline the next steps. If you remain dissatisfied, you may contact the Equality Advisory and Support Service or the ICO.

Review and Updates

This policy is reviewed at least annually or after significant product changes, legal updates, or major user feedback. We keep a public record of major accessibility improvements and publish an accessibility statement summarising conformance and outstanding issues.

Contact Details

For accessibility enquiries, support or to request alternative formats:

Email: hello@chopnow.co.uk

Phone: +44 20 7946 0123

ChopNow Ltd