Terms of Service

Effective from: 1st December 2025s

Welcome to ChopNow. These Terms of Service (“Terms”) set out the agreement between you and ChopNow (“we”, “us”, “our”) for the use of our website, mobile apps and platform (collectively, the “Service”). By using the Service you accept and agree to these Terms. If you do not agree, do not use the Service.

About the Service

ChopNow is a UK-based digital marketplace connecting customers with restaurants and registered home cooks offering African and Caribbean food, and a network of delivery couriers who fulfil orders. We provide the platform to place orders, accept payments, manage menus, and arrange delivery. We do not cook the food ourselves; food preparation, hygiene and allergen control are the responsibility of our restaurant and home-cook partners unless we expressly state otherwise.

Definitions

• “Customer” — any person who places an order through the Service.
• “Partner” — a registered restaurant or home cook listing food on our Service.
• “Courier” — a person or business delivering orders on behalf of the Service
• “Order” — a request for food placed by a Customer and accepted by a Partner.

Placing Orders

• How orders work

  Customers submit orders via the website. Orders are accepted when a Partner confirms them. Estimated delivery times are provided as a guide only.

• Availability

  Menus, prices and delivery areas are subject to change. A confirmed Order creates a contract only between you and the Partner that accepts the Order, except where we explicitly state otherwise.

• Special requests and allergies

  If you have allergies or dietary requirements, you must notify the Partner at the time of ordering. We publish allergen information supplied by Partners but cannot guarantee the absence of cross-contamination. Partners must follow legal allergen information rules and keep their information accurate. Customers should not rely solely on the platform for allergy safety.

Pricing and Payment

Prices shown include VAT where applicable. Payment is taken at the point of ordering unless a Partner accepts payment on delivery. We use third-party payment processors; we do not store full card details. Partners set menu prices; we may add delivery fees, service fees or surge pricing which will be shown before checkout. We comply with applicable payment industry standards. For payment-card security we require our payment providers to follow standards such as PCI DSS.

Delivery

• Delivery service

  Couriers contracted to deliver Orders are independent contractors unless otherwise stated. Delivery times are estimates; actual times may vary due to traffic, weather or operational issues.

• Receipt of order

  A Customer or an authorised recipient must be available to accept delivery. Risk in the food passes to the Customer on delivery to the agreed delivery address. If an Order is returned to a Partner because no one was present, the Partner’s cancellation and refund policy applies.

Cancellations, Refunds and Faulty Food

• Cancellation by Customer

  Orders may be cancelled before a Partner accepts them; once accepted, cancellation may be possible depending on the Partner’s policy. Refunds (full or partial) are issued at our or the Partner’s discretion where cancellation is permitted.

• Faulty or unsafe food

  If an Order is unsafe, contaminated, or not as described, contact us immediately. We will investigate and may arrange a refund, replacement, or credit. Consumers in the UK have statutory rights under the Consumer Rights Act 2015 and related regulations; where applicable these rights apply in addition to these Terms.

• Distance-selling and cancellation rights

  For online purchases, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 set out information and cancellation rules for certain contracts; some food delivery Orders that are fulfilled immediately may fall outside cancellation rights — we will explain your rights at checkout where applicable

Food Safety, Hygiene and Allergen Information

• Partner responsibilities

  Each Partner is responsible for complying with the Food Safety Act 1990 and all local authority food law, including safe food handling, hygiene, labelling and allergen information. Partners must hold any required food business registrations and provide accurate allergen and ingredient information to Customers. We require Partners to maintain appropriate food hygiene standards and to cooperate with inspections.

• Hygiene ratings

  Partners are encouraged to display their local food-hygiene rating where appropriate and to keep public information accurate. We may surface hygiene ratings provided by local authorities.

• Allergens

  Partners must record and disclose mandatory allergen information for prepacked or non-prepacked foods as required by law. Customers with severe allergies should contact Partners directly before ordering. We provide guidance and signposting but cannot guarantee the absence of unintended allergens.

Partners and Couriers — Obligations

• Registration and verification

  Partners and Couriers must register, provide truthful information, and submit required documents (e.g., food registration, insurance). We may perform identity checks and background checks.

• Standards

  Partners must ensure food safety, accurate menus, lawful pricing, clear allergen details and valid licences. Couriers must hold any required licences and follow food-safe delivery practices.

• Independent status

  Unless specifically contracted otherwise, Couriers are independent contractors; they are responsible for their taxes, insurance and legal obligations. We will provide guidance; customers and Partners should not assume employment status. We will respond to government guidance and may adjust operational terms to comply with UK tax and employment rules.

Reviews, Ratings and User Content

Customers may leave reviews. Reviews must be honest and lawful. We may moderate, edit or remove content that breaches our policies or the law. By posting you grant us a licence to use the content for promotion and operation of the Service.

Intellectual Property

We process personal data to operate the Service, provide orders, handle payments and for marketing where permitted. We are committed to compliance with UK data protection law (UK GDPR and Data Protection Act 2018). We provide a separate Privacy Policy describing how we collect, use and protect your data, your rights, retention periods, and contact details for our Data Protection Officer (DPO). For guidance on data protection obligations, see the Information Commissioner’s Office

Privacy and Data Protection

We process personal data to operate the Service, provide orders, handle payments and for marketing where permitted. We are committed to compliance with UK data protection law (UK GDPR and Data Protection Act 2018). We provide a separate Privacy Policy describing how we collect, use and protect your data, your rights, retention periods, and contact details for our Data Protection Officer (DPO). For guidance on data protection obligations, see the Information Commissioner’s Office.

Security

We implement reasonable technical and organisational measures to protect data and the platform. Where payment-card data processing is required, we rely on PCI-compliant processors. No online system is perfect; you must keep account passwords secure.

Liability and Indemnity

• Our liability

  We act as an intermediary platform. To the fullest extent permitted by law, our liability to you for losses arising from use of the Service is limited to the amount paid by you for the relevant Order. Nothing in these Terms excludes liability for death or personal injury caused by our negligence or for fraud.

• Partners’ liability

  Partners are responsible for the quality, safety and description of food, and for meeting legal obligations. If food causes personal injury or illness, the Partner’s liability applies.

• Indemnity

  You agree to indemnify and hold us harmless from any claims, losses or damages arising from your breach of these Terms, unlawful actions, or incorrect information you provide.

Complaints, Refunds and Dispute Resolution

If you have a complaint about an Order, Partner, or Courier, please follow our complaints process [contact details below]. We will investigate and respond promptly. Consumers retain statutory rights under UK law. If disputes remain unresolved, you and ChopNow agree to attempt amicable resolution; if that fails, disputes will be governed by the courts of England and Wales (unless otherwise required by local law).

Termination and Suspension

We may suspend or terminate accounts or remove listings that breach these Terms, pose health risks, or for operational reasons. On termination, outstanding obligations survive, including payments, refunds, indemnities and disclaimers.

Changes to These Terms

We may change these Terms occasionally (for legal, operational or commercial reasons). We will publish updated Terms on the Service with a new “last updated” date. Material changes will be notified to registered users by email or in-app notice where practicable. Continued use of the Service after changes constitutes acceptance.

Third-Party Services and Links

The Service may use third-party services (payment processors, mapping services). Your relationship with those third parties is governed by their terms. We are not responsible for their practices.

Promotions, Loyalty and Gift Cards

Promotions are subject to specific terms. Loyalty points, discounts or gift cards may have expiry dates and restrictions. We reserve the right to modify or cancel promotions in line with fair practice.

Marketing and Communications

By creating an account you consent to receive transactional communications. Separate opt-in is required for marketing messages; you can withdraw consent any time. We comply with electronic communications law and the Privacy and Electronic Communications Regulations (PECR)

Accessibility

We strive to make our Service accessible. If you need help using the Service or require reasonable adjustments, contact our support team and we will assist.

Legal Notices and Contact

If you need to contact us about these Terms, complaints or data protection matters, use the contact information provided on our website. For legal notices, send to the company address listed on the site. For data protection queries, contact our DPO.

Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales unless statutory rights require otherwise.