Delivery Responsibility, Risk Allocation and Accountability Policy

Effective date: 17th December 2025

This Delivery Responsibility, Risk Allocation and Accountability Policy (the ‘Technology Partner Policy’ or ‘Policy’) of Virtuous Restaurants Ltd shall be legally binding, enforceable, and deemed accepted by any person or entity that places or submits an order where this Policy is referenced, displayed, or hyperlinked in a partner-restaurant website page, checkout box, ordering page, mobile application checkout page, checkout payment interface, or equivalent ordering mechanism serviced by Virtuous Restaurants Ltd. Submission of an order shall constitute the ordering person’s or entity’s express and irrevocable acceptance of this Policy, effective immediately upon such submission.

Placement or submission of an order through any ordering widget, interface, or technology provided by Virtuous Restaurants Ltd, where this “Technology Partner Policy” is clearly explicitly referenced or displayed in the checkout box or order submission interface shall constitute the ordering party’s express, unconditional, and irrevocable acceptance of this Policy, which shall be legally binding and enforceable and shall have the same legal force and effect as if executed in writing by a duly authorised representative of the ordering party.

By placing or submitting an order through any ordering interface, or technology interface provided by Virtuous Restaurants Ltd, where this Technology Partner Policy is clearly referenced and displayed at the checkout, the ordering party expressly, irrevocably, and unconditionally accepts and agrees to be bound by this Policy. This Policy shall be legally binding and enforceable on the ordering party, without the need for any signature, written agreement, or other formality.

Customers acknowledge that they contract directly with the Restaurant for the supply of food. The Platform acts solely as a technology provider facilitating introductions, ordering, and payment processing, and is not a seller, supplier, or carrier of goods.

The Platform acts solely as a technology intermediary, connecting customers with independent drivers for delivery services. The Platform is not responsible for the performance, actions, or timeliness of these independent drivers. Upon the placement of an order, the contract is exclusively between the customer and the restaurant, and the Platform does not guarantee delivery or assume any liability for failed, delayed, or incomplete deliveries. While the Platform recommends that the restaurant maintain a registered backup driver on the Platform, it cannot guarantee the availability of this backup when required.

The Platform is not responsible for ensuring the quality, safety, legality, or compliance of any menu items, food preparation, or services provided by the Partner Restaurant. The Partner Restaurant is solely responsible for all aspects of its offerings, including compliance with applicable laws, safety standards, allergen disclosures, and food preparation practices. The Platform’s role is limited to providing the technological services for communication, order processing, and delivery coordination, without endorsing or guaranteeing the quality or legality of the Partner Restaurant’s services or products.

Any disputes or refund requests related to delivery issues must be addressed directly between the customer and the restaurant. The Platform will facilitate refunds when it has received prior written authorisation from the restaurant. Refund requests should not be based on verbal statements; written approval from the restaurant will be considered valid for legal purposes. The Platform disclaims any liability for delivery-related issues and is not obligated to approve or process refunds outside the terms outlined in this agreement.

The Platform acts solely as a technology facilitator for facilitating the order process, and is not responsible for food quality, safety, delivery issues, or customer service failures. Any disputes regarding food quality, delivery, or fulfillment must be directed to the Partner Restaurant, as the Platform does not control or manage these aspects. The Platform is not liable for fraudulent transactions unless directly caused by a system failure, and any payment disputes related to fulfillment issues should be resolved with the restaurant. The Platform will assist in resolving disputes but is not liable for the outcome, and will not be responsible for any failure due to circumstances beyond its control, such as force majeure events.

The Platform acts solely as a facilitator of orders between Customers, Restaurants, and independent Drivers. Customers acknowledge that they contract directly with the Restaurant for the supply of food. Once an order is collected by an independent Driver, the Driver assumes responsibility for safe delivery. The Platform shall not be liable for any failure to deliver, loss, or damage caused by the Driver. Restaurants are responsible for preparing the order in accordance with its description, but are under no obligation to provide refunds for loss, damage, or failure caused solely by the acts, omissions, or accidents of the Driver. Customers must report any non-delivery to resolutions@virtuousrestaurants.com promptly.

Refunds are processed by the Platform, which acts as the Technology Provider. If you experience any issues with your delivery or service, please contact the Platform at resolutions@virtuousrestaurants.com. The Platform will review the issue and facilitate communication between the restaurant and/or the independent contractor driver as needed to resolve the matter.

Platform Facilitation Only: Virtuous Restaurants Ltd acts solely as a technology and marketplace facilitator; it does NOT operate, control, or employ drivers or delivery personnel, who are independent contractors.

Risk Allocation: All responsibility for food quality, preparation, and order accuracy rests with the Restaurant until collection. Upon collection of the order, all delivery risk, including responsibility for loss, damage, spoilage, delay, or non-delivery, transfers to the independent subcontracted delivery provider. The Platform acts solely as a facilitator and shall not be liable for any loss, delay, damage, non-delivery, or related claims arising from delivery or driver conduct, except to the extent that liability cannot be excluded under applicable UK consumer protection law.

Risk Allocation Explained In Detail: Customers acknowledge that they contract directly with the Restaurant for the supply of food and that the Platform acts solely as a technology provider facilitating orders and payments. Responsibility for food quality, preparation, and accuracy rests with the Restaurant until collection. Upon collection of the order, all delivery risk, including risk of loss, damage, spoilage, delay, or non-delivery, transfers to the independent subcontracted delivery provider. The Platform shall have no liability for any loss, delay, damage, or claims arising from delivery or driver conduct, except to the extent that liability cannot be excluded under applicable UK consumer protection law.

No Platform Liability: Use of the platform, ordering, and engagement with restaurants and delivery providers is at the ordering party’s own risk; the platform provides no warranty, guarantee, or representation regarding performance, and is fully indemnified against any claims arising from orders, payments, or delivery.

No Right to Cancellation or Refund After Acceptance: Once an order has been placed and expressly accepted through the platform, and preparation of the order has commenced, the ordering party shall have no statutory or contractual right to cancel, withdraw from, or obtain a refund for that order, including where the cancellation arises from a change of mind. The ordering party acknowledges that orders placed via the platform relate to the supply of freshly prepared food and drink, and accordingly become binding upon acceptance and commencement of preparation, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This clause does not affect any mandatory statutory rights available to consumers in the event that goods are unsafe, defective, or not as described, which shall remain unaffected.

All platform service fees, delivery fees and any other non-food charges levied by or on behalf of the platform are payable in consideration of services provided by the platform and/or delivery partners, and shall be non-refundable once an order has been accepted, irrespective of whether the restaurant elects to issue a refund for the food component of the order.

Any refund, credit, or compensation provided by a restaurant after acceptance and commencement of preparation shall be granted solely at that restaurant’s discretion and as a gesture of goodwill only. Such refund shall apply exclusively to the restaurant’s portion of the order and shall not give rise to any right, entitlement, or expectation of a refund of platform fees or delivery fees.

Nothing in these terms and policy limits or excludes any rights that cannot be excluded under the Consumer Rights Act 2015 or other applicable UK law.

This policy forms an integral and binding part of the agreement between you and Virtuous Restaurants® and applies to all participants, including customers, restaurants, drivers, and referrers. This version of the policy is the sole operative version as of the effective date above and has not been changed, amended, revised, or updated in any way since that date. By accessing or using the services of Virtuous Restaurants® where this Policy is clearly referenced and made available via a visible URL, the user expressly acknowledges that they have read, understood, and agree to be bound by the terms of this Policy as in force at the time of access or use. No change, amendment, revision, or update to this Policy, however communicated, including verbally or offline, shall apply retrospectively to any assignment, transaction, activity, or interaction undertaken by any party before its effective date.

For the avoidance of doubt, the rights, obligations, and responsibilities of all parties shall be governed solely by this version of the policy (Effective Date: 17th December 2025) in effect at the time of such assignment, transaction, or activity, and any subsequent modifications shall apply only prospectively and shall not affect any prior agreements, actions, or undertakings. The version in effect at the time of your agreement shall govern your rights and obligations and is binding on all parties. If any provision of this policy is found to be invalid, illegal, or unenforceable, the remainder shall remain in full force and effect. This policy does not alter the independent status of drivers, restaurants, or other parties as applicable.

This Delivery Responsibility, Risk Allocation and Accountability Policy (“Technology Partner Policy”) or (“Policy”) forms part of the contractual framework binding all Restaurants, Customers and Drivers using the Platform.

The purpose of this Policy is to clearly define responsibilities, reduce the likelihood of disputes, and ensure fair and consistent treatment for all parties using the Platform. It is designed to provide balanced and proportionate protection to restaurants, delivery drivers, customers, and the Platform in the event of a dispute. Risk associated with each order is clearly allocated and transfers in a defined sequence: from the restaurant to the driver at the point of delivery order collection, and from the driver to the customer upon PIN confirmation of delivery.

The menu, pricing, descriptions, and availability of items are determined solely by the relevant restaurant. The Platform provides the technology infrastructure through which such information is displayed and does not prepare, handle, or supply food. While the Platform encourages and supports the accurate display of ingredient and allergen information, responsibility for the accuracy, completeness, and compliance of all menu content, including allergen declarations, rests exclusively with the restaurant. Customers are advised that many restaurants operate from shared or multi-use kitchen facilities, and despite best efforts, the risk of cross-contamination cannot be entirely eliminated. Customers with food allergies or intolerances should contact the restaurant directly before placing an order.

Only emails originating from addresses explicitly authorised by Virtuous Restaurants Ltd shall be deemed to represent or bind the Company. The current list of authorised email addresses is published in our Terms of Use, available at https://virtuousrestaurants.com/terms/. Any communication from an email address not listed as authorised shall have no legal effect and shall not create any obligation, agreement, or liability for the Company.

Any communication—whether verbal, written, electronic, or by any other means—not originating from an authorised email address or from the official Company website shall have no legal effect and shall not create any obligation, agreement, or liability for the Company.

Important Note:

• The menu and available items are determined solely at the discretion of the restaurant. The Platform does NOT assume any liability for the content, availability, quality, or accuracy of the menu or any items listed on their menu.
• All customer payments are securely processed through Stripe. Any personal data collected is stored and handled in accordance with applicable data protection laws, including GDPR.
• Nothing in these terms limits a Customer’s statutory rights under the Consumer Rights Act 2015 or other applicable UK law.
• This Policy and any disputes arising under it shall be governed by and construed in accordance with the laws of England and Wales.

1. Scope

1.1 This Technology Partner Policy applies to all parties engaged in the preparation, collection, transport, or receipt of orders facilitated through the Platform.

1.2 This Policy supplements and is enforceable alongside the Platform & Restaurant Contract, Driver Subcontractor Agreement and our Independent Driver Registration Form.

1.3 In the event of conflict between documents, this Policy will govern all matters relating to responsibilities, order verification, and the allocation of delivery risk.

1.4 The Platform acts solely as a facilitator of transactions between Customers, Drivers, and Partner Restaurants. It does not inspect, prepare, or guarantee the quality, safety, preparation standards, or allergen handling of any orders, and assumes no liability beyond facilitating evidence-based dispute resolution.

1.5 Nothing in this Policy limits or excludes Customers’ statutory rights under the Consumer Rights Act 2015 or other applicable law.

1.6 The Platform acts solely as a transaction facilitator between Customers, Drivers, and Partner Restaurants. It takes proactive steps to ensure that allergen information, dietary options, and other order-related details are clearly presented to Customers during the ordering process. However, the Platform does not inspect, prepare, or guarantee the quality, safety, allergen handling, or availability of any orders, and assumes no liability beyond facilitating evidence-based dispute resolution for all parties.

1.7 All order acknowledgments, Delivery Code submissions, and photographic/video evidence create a binding digital record. Customers acknowledge that these PIN records are sufficient proof for risk transfer and acceptance of orders.

1.8 Delivery services depend on driver availability, network conditions, and other operational factors outside the Platform’s control. The Platform will use reasonable skill and care to display current availability information; however, delivery or pickup may not be available for every location, time slot, or period of high demand, and availability may change without notice. Partner Restaurants must not rely on or expect delivery to be available at all times.

1.9 Any preparation, collection, or delivery times displayed by the Platform on behalf of the Restaurant to its Customers are approximate estimates provided for general guidance only and do not constitute a firm offer, representation, or contractual guarantee. Actual times may vary due to factors beyond the Platform’s control, including but not limited to order volume, traffic conditions, weather, or technical disruptions.

1.10 By confirming an order, the Customer acknowledges that any delivery or collection times provided by the Platform are indicative only and for guidance purposes. Actual times may vary due to factors beyond the Platform’s or Restaurant’s control, including but not limited to order volume, traffic, weather, or driver availability. The Platform and the Restaurant will exercise reasonable skill and care to minimise delays, but shall not be liable for any delay, temporary unavailability, or driver shortage. Customers accept that these circumstances are inherent to the service and do not constitute a breach of contract.

1.11 Once a delivery order has been accepted by a Restaurant, it may not be cancelled or refunded solely due to any delay, including delays in driver assignment or variation in timing, except where a refund is expressly required under applicable consumer protection law. The Platform and Restaurants will exercise reasonable skill and care to minimise delays, and such circumstances shall not constitute a breach of contract, misrepresentation, or unfair practice.

1.12 The Platform acts solely as an online marketplace facilitating connections between customers, restaurants, and independent drivers. It does not own, operate, or manage any restaurant or delivery service, and it does not control or guarantee the performance, timing, or availability of delivery drivers. To the maximum extent permitted by law, the Platform’s responsibility is limited to the reasonable operation of the ordering technology itself.

1.13 Verbal statements, emails, app notifications, or other informal communications cannot create additional obligations or override the terms set out by the Platform. All parties acknowledge that the provisions of this clause govern availability, timing, risk, refunds, and liability in full.

1.14 Delivery and collection services depend on restaurant capacity, driver availability, network conditions, and other operational or logistical factors beyond the control of the Platform or Partner Restaurants. The Platform will use reasonable skill and care to display current availability, but makes no representation, promise, or guarantee that delivery or collection options will be available at any location, time, or under any conditions. Customers, Drivers, and Restaurants acknowledge that services may be temporarily unavailable and accept that the Platform and Partner Restaurants shall not be liable for such unavailability.

1.15 The Platform does not guarantee continuous or uninterrupted access to the service for Partner Restaurants, including during app updates, scheduled maintenance, periods of high demand, or technical disruptions. Users acknowledge that temporary unavailability may occur and accept it as a normal part of the service.

1.16 Customers represent and warrant that they understand how to use the Platform correctly. They are responsible for carefully placing their orders and reviewing all details displayed on the screen, including any information at the top of the checkout page. By placing an order, the Customer is deemed to have accepted all such details. Any misuse, misinterpretation, or failure to follow Platform instructions is the sole responsibility of the Customer, and the Platform shall not be liable for any resulting errors, losses, or issues.

1.17 The Platform acts solely as a facilitator of orders between Customers and Restaurants. Once an order is accepted by the Restaurant and collected by a Driver, the Restaurant assumes full responsibility for the quality, condition, and timely delivery of the order. The Restaurant is solely responsible for handling any Customer complaints, requests for refunds, or compensation arising from loss, damage, or dissatisfaction with the order. The Platform shall have no liability for any such issues and is under no obligation to issue refunds or provide compensation on behalf of the Restaurant.

1.18 Where a Customer provides the Driver with any required confirmation, including a PIN or other acceptance code, the order is deemed to have been received in accordance with the details provided on the Platform. In such cases, the Restaurant shall have discretion to determine whether any refund or compensation is offered. The Restaurant is not obliged to provide refunds or compensation for complaints relating to minor dissatisfaction or subjective preferences, provided that the order complies with statutory consumer rights, including that the food is of satisfactory quality, as described, and fit for purpose. The Customer acknowledges and accepts that placing an order constitutes agreement to these terms and that the Platform is acting solely as a facilitator.

1.19 By placing an order or engaging with the Platform, Users acknowledge and electronically accept all policies, disclaimers, risk allocations, and limitations of liability clearly presented to them on the Platform, including through any independent driver registration form or restaurant contractual agreement. These terms are intended to be legally binding and enforceable under UK law.

1.20 Many Partner Restaurants operate shared kitchens where cross-contamination of allergens may occur. All allergen and ingredient information is provided and maintained by the Restaurant and cannot guarantee inclusion of all allergens. The Platform takes reasonable steps to ensure this information is reviewed regularly; however, the Restaurant is solely responsible for the accuracy and currency of the information displayed. Customers with allergies or dietary restrictions must contact the Restaurant directly before placing an order to confirm suitability. By placing an order, the Customer acknowledges and accepts the potential risk of allergen exposure in shared kitchens. The Platform shall not be liable for any allergic reactions, adverse health events, or other consequences arising from the Customer’s order.

2. Customer Responsibilities

2.1 Customers must inspect all items immediately upon delivery. The Delivery Code (security PIN) should only be provided after confirming that the order is complete and in satisfactory condition. Customers may open any sealed items in the presence of the Driver to verify contents before providing the PIN. Submission of the Delivery Code constitutes confirmation that the order has been received in full, accepted, and inspected, and may be relied upon by the Restaurant or Platform in determining any discretionary compensation or refund.

2.2 Customers must report any missing, incorrect, or damaged items to the Restaurant or Platform within 24 hours of delivery to be eligible for discretionary compensation. Claims submitted after this period may not be accepted, except to the extent required under statutory consumer rights, including those under the Consumer Rights Act 2015.

2.3 Customers are responsible for ensuring that the delivery location is accurate, accessible, and safe. The Driver will wait while the Customer inspects the order. Customers must not provide the Delivery Code to the Driver if any items are missing, damaged, or incorrect, and should instead contact resolutions@virtuousrestaurants.com with full details and NOT take in the order. 

2.4 Orders are final once placed. Modifications, substitutions, or refunds are at the discretion of the Partner Restaurant, except as required by applicable UK law. Customers are responsible for ensuring the delivery location is correct, accessible, and safe for handover. The Platform, Drivers, and Restaurants are not liable for failed or delayed deliveries resulting from incorrect addresses, inaccessible premises, or unsafe conditions. For delayed deliveries, Customers are expected to accept the order; any refusal to accept delivery solely due to delay shall be considered the Customer’s responsibility, as delivery timing is outside the control of the Platform and Restaurant. This does not affect statutory rights under UK consumer law, including the right to reject goods that are not of satisfactory quality, as described, or fit for purpose. Once the Customer takes the order out of the Driver’s sight, the order shall be deemed completed on the Platform. 

2.5 Customers must inspect all items in the presence of the Driver and provide the Delivery Code (security PIN) only after confirming that the order has been received in full and in satisfactory condition. If a Customer refuses or fails to inspect the items with the Driver present for any reason, responsibility and risk for the order immediately transfer to the Customer, and any subsequent claims will be assessed solely based on evidence from the Customer and/or Driver. This approach ensures that the Customer’s right to inspect the order and the Driver’s and Platform’s ability to confirm delivery are protected fairly and transparently. If the Customer accepts the order without providing the Delivery Code, the order shall be deemed received in full and in satisfactory condition. Submission of the Delivery Code or other confirmation constitutes the Customer’s acknowledgment that the order has been received in full and in satisfactory condition, to the best of their knowledge. In the event of a dispute, evidence provided by the Customer and/or Driver shall govern the determination of delivery completion and order condition.

2.6 Submission of the Delivery Code to the Driver constitutes confirmation that the Customer has inspected and accepted the order for discretionary compensation purposes. Customers must report any missing or incorrect items for discretionary compensation within 24 hours of delivery. Claims outside this period may not be accepted, except for statutory rights under UK law, which remain unaffected.

2.7 Customers are entitled to a reasonable period to inspect their order, proportional to its size and complexity. For standard orders, this period is typically 5 minutes; larger or more complex orders may require additional time. Submission of the PIN code constitutes confirmation by the Customer that sufficient inspection has taken place and that they accept the order. Nothing in this Policy prevents Customers from raising legitimate complaints directly with the Partner Restaurant or the Platform in accordance with UK consumer law.

2.8 Once an order is placed on the Platform, it is final and cannot be cancelled. Orders are sent directly to the restaurant for immediate preparation. Preparation and delivery times are estimates only and not guaranteed.

2.9 Any modifications are at the discretion of the restaurant if contacted immediately after placing the order. If an item is unavailable, the customer will be contacted for a replacement, but no refunds will generally be issued once preparation has begun, except as required under applicable UK consumer law. By placing an order, customers acknowledge and accept that the restaurant and Platform are not responsible for delays, unavailability, substitutions, or changes to the order.

2.10 All preparation, pickup, and delivery times shown on the Virtuous Restaurants Platform are estimated only and provided for guidance purposes. While restaurants and drivers always aim to meet scheduled times, occasional delays can occur due to order volume, traffic, or other factors beyond their control. Delays in delivery, including those caused by traffic, accidents, weather, or driver availability, do not in themselves constitute a failure to supply goods under UK consumer law.

2.11 Once an order is placed, it is non-refundable and non-cancellable, whether for delivery or pickup. Selecting or specifying a pickup or delivery time does not create a guarantee that the order will be ready or delivered exactly at that time. The Platform, restaurants, and drivers are not liable for delays or for any related refunds, discounts, or compensation unless required by UK consumer law (for example, if the food is unsafe or not as described).

2.12 By placing an order, customers acknowledge and accept that all times are approximate and that the Platform acts only as a facilitator between customers, drivers, and restaurants.

2.13 All preparation, pickup, and delivery times displayed on the Platform are estimates for guidance only. The Platform, Partner Restaurants, and Drivers do not guarantee that an order will be ready or delivered at any specific time. Delays do not entitle Customers to refunds, discounts, or compensation unless required by UK consumer law.

2.14 All estimated preparation, pickup, and delivery times are provided for guidance only. The Platform, Restaurants, and Drivers are not liable for delays, and Customers are not entitled to refunds, discounts, or compensation due to timing differences.

2.15 All orders placed via the Platform are final. Customers are not entitled to cancel or receive refunds once an order is submitted, including for pickup orders, except as required by statutory consumer rights.

2.16 Customers acknowledge that they have read and agreed to all terms, including inspection, Delivery Code submission, and risk allocation. Claims of not understanding the Policy will not be entertained.

2.17 Customers are solely responsible for providing accurate delivery or pickup information. Incorrect addresses, inaccessible locations, or unsafe premises transfer all associated risks to the Customer.

2.18 Customers must verify allergen info directly with the Restaurant prior to ordering.

2.19 All preparation, pickup, and delivery times provided on the Platform are estimates only and not guaranteed. Customers acknowledge that the Platform and Partner Restaurants are not liable for delays, even for pre-scheduled orders. No refunds or compensation will be provided for late preparation or late delivery.

2.20 Customers with allergies or dietary restrictions must confirm with the Partner Restaurant directly. The Platform is not liable for the presence of allergens, cross-contamination, or unsafe preparation of food.

2.21 If a pre-scheduled order is not ready at the requested pickup or delivery time, the Platform and Restaurant are not liable for refunds, discounts, or compensation. Times are indicative and not binding.

2.22 All preparation, collection, and delivery times shown are estimates for guidance only. Customers acknowledge that times may vary due to traffic, weather, restaurant delays, or operational factors, and such variation does not constitute a breach or entitle the Customer to a refund or discount.

2.23 In the event that a Driver is subject to theft, robbery, accident, or other unforeseen incidents during delivery, the Customer will not be liable for any refund or loss provided that irrefutable evidence from the relevant authorities (e.g., police report or official documentation) is submitted. By placing an order, the Customer acknowledges and accepts that such events are outside the control of the Platform and the Driver, and agrees that the Platform bears no liability for any loss, damage, or failure to deliver in these circumstances. All orders are placed at the Customer’s own risk. The Platform and Partner Restaurants are not liable for any loss, damage, or issues arising from the order, except as expressly set out in this Policy or supported by irrefutable evidence.

2.23 Customers acknowledge that the Platform is designed for users who can accurately place orders, provide correct delivery information, submit Delivery Codes, and inspect orders upon receipt. Customers who fail to follow instructions, misunderstand how the Platform operates, or provide incomplete or inaccurate information assume all associated risk. The Platform, Partner Restaurants, and Drivers shall not be liable for any losses, delays, errors, or disputes arising from misuse, misunderstanding, or failure to comply with Platform procedures. By placing an order, Customers confirm that they have read, understood, and agree to comply with all instructions and procedures.

2.24 Orders accepted by a Restaurant or Driver cannot be canceled or refunded solely because of delays, temporary unavailability, or estimated timing discrepancies, except where consumer law mandates otherwise. Customers acknowledge and accept that timing is approximate, and orders proceed at their own risk.

2.25 Any estimated preparation, delivery, or arrival times, suggested order modifications, or menu recommendations are for guidance only. Users agree they have not relied on any statements, endorsements, or estimates as a binding guarantee.

2.26 All photographic, video, GPS, or digital evidence must be submitted unaltered and in the original format. Tampering or failure to provide proper evidence renders the claim invalid, and the submitting party assumes full risk and liability.

2.27 Minor deviations in quantity, portion size, packaging, or appearance of delivered items do not constitute grounds for a refund, except where required by statutory consumer law.

2.28 Customers acknowledge that they understand how to use the Platform. If a Customer fails to correctly place orders, submit Delivery Codes, or provide evidence, they accept all resulting risk and cannot claim compensation.

2.29 The Customer must inspect and confirm the number of sealed bags and any listed items at the time of delivery, in the presence of the Driver, with the Driver fully visible during the inspection. The Driver will request the completion PIN to finalise handover. Once the Customer provides the PIN, takes possession of the items, or allows the Driver to leave, the delivery shall be deemed complete, correct, and fully accepted, with no entitlement to refund, credit, replacement, or compensation for missing, incorrect, or damaged items. Any issue must be raised immediately and without exception at the point of delivery. If the Customer refuses inspection, delays verification, conducts it out of the Driver’s view, or closes the door after taking the bags without providing the PIN, the order will be treated as correct and completed.

2.30 The Customer fully understands, acknowledges, and agrees that in respect of any order, including but not limited to any order placed in advance or scheduled for a future date and/or time (“Scheduled Order”), the Restaurant shall retain sole, absolute, and unfettered discretion to determine whether such order shall be accepted, prepared, fulfilled, or cancelled, and whether any refund, credit, or compensation shall be granted to the Customer. By placing an order, the Customer expressly accepts that all orders are final, binding, and placed entirely at the Customer’s own risk, and that no refund, cancellation, or modification shall be available once the order has been confirmed, except where the Restaurant, in its sole and absolute discretion, elects to authorise such refund or cancellation. In the event that the Restaurant elects to authorise a refund, the applicable Platform Service Fees, Payment Gateway Fees, Processing Charges, and any other transactional or third-party costs incurred in connection with such order shall be deducted from the refund amount prior to disbursement, and such charges shall be borne exclusively by the Restaurant. If the Restaurant declines to authorise a refund, the Customer shall have no claim or entitlement whatsoever to any refund, credit, or compensation, and the Restaurant’s decision in this regard shall be final, conclusive, and binding upon all parties. The Customer further acknowledges and agrees that the Platform acts solely as an intermediary facilitating transactions between Customers and Restaurants and shall, under no circumstances, be held responsible or liable for any cancellations, refund decisions, order fulfilment issues, losses, damages, or disputes arising out of or in connection with any order placed by the Customer. The Customer shall indemnify, defend, and hold harmless the Restaurant, the Platform, and their respective officers, directors, employees, agents, and affiliates from and against any and all claims, demands, actions, losses, liabilities, damages, costs, or expenses (including reasonable legal fees and court costs) arising from or relating to the Customer’s order, cancellation, dispute, or any challenge to the terms of this Clause 2.30.

2.31 Provision of a Delivery Code, or taking possession of the order without providing a Delivery Code, constitutes confirmation that the order has been delivered and accepted, subject to statutory rights.

2.32 The Customer using the restaurant’s ordering systems fully acknowledges and understands that any mandatory administration fee applied to their order is clearly displayed before payment at checkout and, where applicable, on the QR self-ordering system checkout page, and agree to pay the admin fee as part of their order. Customers are responsible for reviewing their order and total charges, including the Admin Fee, before confirming payment. Use of the QR self-ordering system or website ordering system is optional, and customers may choose alternative ordering methods such as staff-assisted ordering, which may not include the fee. Customers acknowledge that the Admin Fee is mandatory, is not a tip, service charge, or gratuity, and cannot be removed or refunded except where statutory rights under UK law apply.

2.33 Customers of the Restaurant acknowledge that their contract for the order is with the restaurant, and that the platform acts solely as a technology provider executing the restaurant’s instructions, is not a party to the contract, and has no discretion over the application, calculation, or legality of the Admin Fee. By placing an order, customers confirm they understand the fee, their obligations regarding order review and payment, and that the platform is not responsible for the fee’s legality, calculation, or disclosure. Customers retain all statutory rights afforded under UK consumer protection law, including rights to refunds or remedies where applicable.

3. Driver Responsibilities

3.1 Risk in the order transfers from the Restaurant to the independent delivery provider at the moment the order is collected from the Restaurant.

3.2 Drivers must check all items and packaging at the point of collection. Any missing items, leakage, or unsealed packaging must be reported immediately to the restaurant. Drivers must ensure that all items in the order are complete, undamaged, and correctly packaged at the restaurant before attempting delivery. Any discrepancies or missing items must be reported to the partner restaurant or dispatch team before approaching the Customer.

3.3 Drivers are responsible for the safe transport of the order. Risk transfers to the Driver upon acceptance of the order via the Platform app, or once the Driver confirms collection without objection.

3.4 Drivers must obtain proof of delivery using the Delivery Code system. If a customer is unwilling or unable to provide the code, drivers are required to document the delivery with clear photographic or video evidence showing:

• Handover to the Customer
• Delivery address
• Timestamp
• GPS/location data (if available)

Submission of such evidence constitutes valid confirmation of delivery, and risk transfers to the Customer upon submission. Without either the Delivery Code or sufficient evidence, the driver may be held accountable for the order.

3.5 Drivers who fail to comply with camera evidence requirements assume the associated risk until compliance is met.

3.6 Drivers must obtain the Customer’s Delivery Code only after the Customer has fully inspected the order and confirmed that it is complete and satisfactory. Submission of the Delivery Code constitutes Customer acceptance for discretionary compensation purposes. Any refusal or failure to provide the code transfers responsibility and risk for the order to the Customer, except for statutory rights under UK law.

3.7 Drivers must obtain the Delivery Code only after the Customer has fully inspected the order. If the Customer cannot provide the code, drivers must submit photographic or video evidence showing handover, delivery address, timestamp, and GPS/location if available. Submission of either the Delivery Code or compliant evidence constitutes valid proof of delivery and transfers risk to the Customer for discretionary compensation purposes, except for statutory rights under UK law.

3.8 Drivers operate as independent contractors and are not employees. The Platform is not liable for Driver negligence, omissions, delays, or misconduct.

3.9 Drivers are responsible for maintaining functional devices, internet connectivity, and app functionality. Delays caused by personal equipment or connectivity issues do not create liability for the Platform.

3.10 Any party found to manipulate Delivery Codes, photographic/video evidence, or GPS/location data may face account suspension, termination, and legal action, including civil and criminal liability.

3.11 Drivers are independent contractors engaged on a non-exclusive, on-demand basis. The Platform does not guarantee the availability of delivery requests or any minimum level of income, volume, or work. Access to delivery opportunities depends on restaurant demand, customer orders, and network conditions.

3.12 Drivers are independent contractors. Nothing in this agreement or Platform communication creates an employment, partnership, or joint venture relationship. Drivers have no entitlement to minimum work, compensation, or benefits, and all liability for acts or omissions rests solely with the Driver.

3.13 The Driver must present the sealed bags to the Customer visibly and allow the Customer a reasonable opportunity to verify the quantity of bags and listed items. The Driver must request the completion PIN and must not leave the delivery location until the Customer has either (i) provided the PIN or (ii) explicitly refused to inspect or accept the delivery. If the Customer refuses or fails to inspect the items in the Driver’s presence, or attempts to take the items out of sight, the Driver must immediately record this in the delivery app or notify dispatch. The Driver is required only to present the sealed bags and confirm bag count; the Driver is not responsible for verifying the contents of sealed packaging. The Driver must allow a reasonable inspection period of up to 30 seconds for bag count verification.

3.14 The Driver must present all sealed bags to the Customer visibly and allow the Customer a reasonable opportunity, up to 30 seconds, to verify the number of bags in the Driver’s presence. The Driver must request the Customer’s delivery PIN to finalise the handover. If the Customer refuses to inspect the items in front of the Driver, or closes the door after taking the bags without providing the PIN, the Driver must immediately log the incident in the delivery app or notify dispatch/support. The Driver is only responsible for presenting sealed bags and confirming bag count; the Driver is not responsible for verifying the contents of sealed packaging. Compliance with these procedures is mandatory and forms part of the Driver’s contractual obligations.

3.15 If the Customer refuses or fails to inspect the items in the Driver’s presence, or attempts to take the items out of sight, or closes the door after taking the bags without providing the PIN, the Driver must immediately record evidence of this and notify support.

3.16 If a Customer identifies a missing or incorrect item during inspection in the Driver’s presence, and the Restaurant confirms that the complete and correct order was handed to the Driver, the Driver shall be personally liable for the value of the missing or incorrect item. The Customer is entitled to a refund or replacement for the missing item, which may be deducted from the Driver’s account or otherwise recovered from the Driver, provided that the Driver had a reasonable opportunity to dispute or note any discrepancies at the point of collection and failed to do so. This clause is intended to fairly allocate responsibility in accordance with the Driver’s subcontractor obligations under UK law, while ensuring the Customer is not disadvantaged and the Platform is not liable for losses arising from the Driver’s failure to act.

3.17 The Driver confirms that they have fully reviewed and understood all information provided at virtuousrestaurants.com/become-our-driver prior to engaging in any driving activity. The Driver further agrees to read in full and remain aware of all agreements, onboarding materials, emails, and any official correspondence issued by the Company. Failure to review such information does not exempt the Driver from their obligations under these Terms.

3.18 In the event that a Driver’s vehicle becomes inoperable, is involved in an accident, or otherwise prevents timely delivery, the Driver must, where reasonably possible, notify the Platform immediately. The Platform shall use reasonable efforts to assist in resolving the situation. Drivers are independent subcontractors and are personally responsible for any loss, damage, or spoilage of goods resulting from their negligence, failure to notify the Platform, or failure to comply with applicable traffic and safety laws. The Platform and Restaurants shall not be liable for any loss, damage, or delay caused by the acts, omissions, or negligence of the Driver. Customers acknowledge that delivery times and order condition may be affected by circumstances outside the control of the Platform and Restaurants.

4. Restaurant Responsibilities

4.1 Restaurants are solely responsible for the preparation, packaging, and presentation of all orders, including accurate allergen and ingredient information, and compliance with all applicable food safety laws.

4.2 Partner restaurants may refuse discretionary claims provided this does not conflict with the Customer’s statutory rights under UK consumer law. Partner restaurants may refuse discretionary claims for missing, incorrect, or damaged items once the Delivery Code has been provided by the Customer, provided that the order was accurate and complete at the time of handover. This clause does not affect statutory consumer rights under the Consumer Rights Act 2015.

4.3 All orders must be delivered in a sealed, tamper-evident package provided by the restaurant. Customers and drivers must verify the seal is intact upon delivery. If the seal is broken or missing upon arrival, the Customer must notify the driver immediately. Once the Customer accepts the order with an intact seal and submits the Delivery Code, the order is deemed received in satisfactory condition for discretionary compensation purposes, except for statutory rights under UK law.

4.4 Partner restaurants remain fully responsible for missing items, incorrect orders, or packaging defects identified by the Driver at the time of collection. Any such discrepancies must be resolved by the restaurant before the order is accepted for delivery.

4.5 The Platform acts solely as a facilitator between Customers and Partner Restaurants. The Platform is not responsible for the content, quality, safety, allergens, or temperature of any food or beverage, including items prepared in shared kitchens. All such responsibility remains with the Partner Restaurant, and Customers should address any related complaints or claims directly with the restaurant.

4.6 Partner Restaurants must ensure all items are packaged and handled appropriately to maintain food safety, hygiene, and temperature until collection by the driver.

4.7 Drivers are not responsible for the quality, safety, allergen content, or preparation of any items. Drivers may refuse delivery if items are visibly unsafe or improperly packaged.

4.8 The Platform acts solely as a facilitator between Customers and Partner Restaurants. The Platform does not prepare, handle, or deliver food, and is not responsible for the content, quality, safety, allergens, or temperature of any items, including those prepared in shared kitchens. All responsibility for food rests with the Partner Restaurant.

4.9 While the Platform facilitates transactions, any obligations relating to food preparation, safety, or quality remain solely with the Partner Restaurant.

4.10 Restaurants are responsible for accurate allergen labeling and safe preparation. The Platform and Drivers assume no liability for allergen exposure, contamination, or foodborne illness after risk transfer to the Customer.

4.11 The Platform does not guarantee any revenue, order volume, or service availability to Partner Restaurants. Access to orders and delivery opportunities depends entirely on customer demand, the Restaurant’s capacity, network or platform conditions, and may fluctuate without notice.

4.12 Partner restaurants must keep the laminated Quick Guide on their premises at all times and use the telephone numbers provided to contact Platform support if a delivery driver does not arrive. While the Platform’s support team may provide assistance where reasonably possible, the Platform does not guarantee the attendance, availability, or punctuality of any delivery driver. Restaurants acknowledge that any reliance on the Platform to provide a delivery driver is entirely at their own risk, and the Platform shall not be liable for any loss, delay, or damage arising from the non-attendance or failure of a delivery driver. Restaurants are therefore strongly encouraged to maintain their own arrangements for delivery in the event that an independent Platform driver is unavailable.

4.13 In the event that an independent Platform driver collects an order for delivery, the Platform shall not be liable for any loss, damage, or spoilage of the food during transit. Responsibility for the safe preparation, packaging, and condition of the food at the time it is collected rests with the restaurant. Restaurants acknowledge that any reliance on an independent Platform driver for delivery is at their own risk, and the Platform merely provides the technology to facilitate the collection and delivery process.

4.14 Partner restaurants must ensure that all orders are prepared accurately, complete, and in good condition prior to handover to the driver. Any missing, damaged, or incorrect items must be resolved before the order leaves the restaurant.

4.15 Restaurants accept that any delivery undertaken by an independent Platform driver is at their own risk. The Platform shall not be liable for any loss, damage, or spoilage occurring during delivery, including accidents, delays, or theft.

4.16 All Platform service fees and delivery fees are non-refundable once an order is accepted, regardless of any refund or credit issued by a restaurant.

4.17 Any dispute relating to an order shall first be raised with the relevant restaurant. The Platform shall not be liable for any indirect, incidental, or consequential losses arising from disputes between restaurants and customers.

4.18 Restaurants agree to indemnify and hold harmless the Platform from any claims, losses, damages, or liabilities arising from their preparation, packaging, delivery, or supply of food or beverages.

4.19 The Platform encourages restaurants to provide accurate allergen information. Restaurants remain fully responsible for compliance with all food allergen regulations.

4.20 Restaurants must ensure that all menu items, descriptions, pricing, and availability are accurate, up-to-date, and compliant with all applicable UK food labeling laws, including allergen and dietary information requirements under Natasha’s Law. The Platform may provide guidance, tools, or support to assist restaurants in maintaining such accuracy; however, ultimate responsibility for the content, accuracy, and compliance of all menu information remains solely with the restaurant.

4.21 Restaurants are solely responsible for the preparation, handling, storage, and packaging of all food and beverages in accordance with the Food Safety Act 1990, HACCP principles, and any other applicable health and safety regulations.

4.22 Restaurants must ensure that all orders are packaged securely and appropriately to preserve food quality, temperature, and prevent contamination or damage during collection or delivery.

4.23 Restaurants must prepare orders exactly as received, including quantity, special instructions, dietary requirements, and allergen specifications.

4.24 Restaurants are responsible for the accuracy of all allergen and dietary information provided to customers. Where the kitchen is shared or multi-use, restaurants must clearly communicate the potential risk of cross-contamination.

4.25 Restaurants acknowledge that reliance on Platform drivers is at their own risk and are strongly encouraged to maintain their own delivery arrangements in the event a Platform driver is unavailable.

4.26 Restaurants must comply with all applicable UK laws and regulations, including food safety, health and safety, employment, and data protection laws.

4.27 Any refunds or goodwill gestures provided by the restaurant are entirely discretionary and do not create any entitlement for the customer nor affect the Platform’s fee and Delivery charge.

4.28 Restaurants must maintain adequate public liability, product liability, and employer liability insurance, where applicable, and provide proof of such insurance upon request by the Platform.

4.29 The Partner Restaurant acknowledges and agrees that any mandatory administration fee (the “Admin Fee”) applied to customer orders is implemented solely at the restaurant’s instruction, and the restaurant is entirely responsible for ensuring that the fee is legal, correctly calculated, clearly disclosed, and applied only to the designated ordering method (e.g., QR self-ordering / website). The restaurant must ensure that customers are made fully aware that the fee is mandatory, cannot be removed or refunded except where statutory rights apply, is not a tip, service charge, or gratuity, and that staff-assisted orders are not subject to the fee. The restaurant is also responsible for displaying the fee prominently at all points of ordering, including QR code screens, tabletop notices, website menus, and checkout screens, and for providing accurate, truthful, and non-misleading information about the fee. The restaurant retains full responsibility for handling any complaints, disputes, investigations, or enforcement actions arising from the Admin Fee, including any fines, penalties, or claims, and fully indemnifies the platform for any losses, costs, or legal exposure related to the fee. The restaurant further acknowledges that the platform acts solely as a technology provider executing its instructions, does not recommend, endorse, or provide legal advice regarding the Admin Fee, and cannot be relied upon for compliance, disclosure, or legality of the fee.

5. Risk Allocation

5.1 Restaurants are responsible for ensuring that orders are correctly prepared, securely packaged, and ready for collection at the agreed time. Any loss, damage, or spoilage occurring before the order is collected by a delivery driver remains the responsibility of the restaurant.

5.2 Risk of loss, damage, or spoilage passes to the customer upon verified handover by the driver. In the absence of such proof, responsibility remains with the restaurant.

5.3 Where an independent Platform driver collects an order, the driver is responsible for ensuring the safe handover of the order to the customer. Customers must provide the required Delivery Code, PIN, or other verifiable proof of undeniable acceptance receipt.

5.4 The Platform shall not be liable for any loss, damage, delay, or spoilage during delivery, including accidents, collisions, or other unforeseen events. The Platform will, however, take reasonable measures to investigate incidents and determine whether the driver or the restaurant is responsible.

5.5 If a delivery driver is found to be negligent or at fault, responsibility for any resulting loss or damage shall rest with the driver (or their insurer). If the driver is not legally liable, responsibility defaults to the restaurant. Under no circumstances shall the Platform be liable for any loss, damage, or delay.

5.6 Nothing in this clause affects the statutory rights of customers under UK law, including the Consumer Rights Act 2015. Discretionary goodwill remedies offered by restaurants do not create any Platform obligation or precedent.

5.7 The Platform acts solely as a technology facilitator, providing the infrastructure to connect restaurants, delivery drivers, and customers. The Platform does not prepare, handle, or deliver food and accepts no responsibility for the quality, safety, accuracy, or timeliness of any orders. The Platform shall not be liable for any loss, damage, delay, or defect in orders, including, without limitation, spoilage, contamination, incorrect preparation by the restaurant, or delay, negligence, or failure by any independent driver. Nothing in this clause affects the statutory rights of customers under UK law, including the Consumer Rights Act 2015.

5.8 Submission of the Delivery Code by the Customer constitutes confirmation that the order has been received. Customers are encouraged to check their order for completeness and condition in the presence of the delivery driver. Restaurants may, at their discretion, provide refunds or other goodwill remedies for subjective issues such as taste, temperature, or spiciness; however, the Platform is not responsible for such matters. Any missing, damaged, or incorrect items that are not identified at the time of delivery remain the responsibility of the restaurant. Nothing in this clause affects the Customer’s statutory rights under UK law, including rights under the Consumer Rights Act 2015.

5.9 Partner Restaurants are fully responsible for ensuring that all items are accurate, complete, and properly packaged at the time of collection by the driver. Any missing, damaged, or incorrect items identified at collection must be resolved by the restaurant before the order leaves the premises. Once an order is collected in accordance with this clause, responsibility for safe transport passes to the driver, and risk for accuracy and packaging passes to the Customer upon submission of the security PIN or other verifiable proof of receipt. In the event that the driver is unable to rectify or cover any loss or damage, responsibility for such loss, damage, or discrepancy defaults to the restaurant. Nothing in this clause limits the statutory rights of the Customer under UK law.

5.10 For the avoidance of doubt, the Platform operates solely as an intermediary between Customers, Drivers, and Partner Restaurants, and does not itself sell, prepare, or deliver food. Risk for the order, including accuracy, completeness, and packaging, remains with the Partner Restaurant until the Driver inspects and accepts the order without objection. Once the Driver has accepted the order in accordance with inspection procedures, risk for delivery transfers to the Driver and subsequently to the Customer upon submission of the Delivery Code, except for statutory rights under UK law.

5.11 Risk in the order passes to the Customer upon provision of the security PIN code, as the Customer is expected to verify the items for completeness and condition in the presence of the driver before providing the PIN, or upon submission of valid photographic evidence in accordance with Section 3.

5.12 Drivers may refuse to collect or deliver an order if items are missing, unsafe, or improperly packaged, without incurring any penalty or liability. Restaurants remain responsible for ensuring all orders are complete, safe, and properly packaged for collection.

6. Special Provisions

6.1 To the maximum extent permitted by UK law, the Platform shall not be liable for any indirect, incidental, special, or consequential losses, including but not limited to loss of profits, loss of goodwill, or delays, arising from the use of the Platform or from interactions between Customers, Drivers, and Partner Restaurants. Nothing in this clause excludes liability for death or personal injury caused by negligence or for other liability that cannot be excluded under applicable law.

6.2 Responsibility for allergy warnings rests solely with the Restaurant; the Platform is not liable.

6.3 The Driver shall not be liable for any delays, loss, or damage caused by unforeseen events beyond their reasonable control, provided that such events are properly documented and verifiable.

6.4 Fraudulent claims, tampering with orders, or submission of falsified evidence by Customers, Drivers, or Restaurants are strictly prohibited. Such actions may result in account suspension or termination, and the Platform reserves the right to pursue full personal liability for losses, including civil or criminal remedies as permitted under UK law.

6.5 Drivers must report all issues at collection; once accepted without objection, subsequent claims by Customers regarding missing or damaged items are invalid unless evidence per Section 3 is submitted.

6.6 In the event of app or platform downtime, fallback procedures including photographic or video evidence submission apply; risk allocation follows the standard rules.

6.7 Platform is not liable for menu errors, substitutions, unavailability, preparation quality, or shared kitchen items.

6.8 All orders placed via the Platform are final. Any modifications, cancellations, or refunds are solely at the discretion of the Partner Restaurant. The Platform is not responsible for any failure to modify, substitute, cancel, or refund an order, and assumes no liability for any resulting losses, except as required by applicable UK law or statutory consumer rights.

6.9 To the maximum extent permitted by law, the total aggregate liability of the Platform in respect of any single order or series of related orders shall not exceed the total fees paid by the Customer for that order, except where otherwise required by UK consumer law.

6.10 Deliberate fraudulent claims, tampering with orders, or submission of falsified evidence are illegal and may result in criminal or civil action. The Platform reserves the right to suspend or terminate accounts and seek full recovery of any losses arising from fraudulent activity.

7. Enforcement

7.1 Breach of this Policy may result in liability for compensation, suspension from the Platform, or termination of agreement.

7.2 This Policy is enforceable as part of the Driver Subcontractor Agreement, Driver Compliance Agreement, and Customer Terms of Use.

7.3 Compliance with this Policy is a condition of participation on the Platform.

7.4 In the event that photographic or video evidence of delivery is contested, the Platform reserves the right to review all submitted evidence and make a final determination regarding risk, liability, or compensation. All parties agree to abide by the Platform’s decision. The Platform will aim to make such determinations within five business days of evidence submission.

7.5 Evidence must be submitted within a reasonable timeframe following delivery (within sixty minutes). Late submissions may be rejected at the Platform’s discretion.

7.6 The Platform’s determination shall be final and binding for the purposes of internal resolution. This does not affect any statutory rights to seek redress under applicable law. Parties waive the right to make further claims regarding the same order once a decision has been rendered. This internal decision does not affect a party’s right to pursue alternative dispute resolution or legal remedies under UK law.

7.7 Fraudulent or manipulated evidence, including falsified photos, videos, or GPS/location data, may result in suspension, termination, and legal action.

7.8 The Platform may retain all delivery records, evidence, and correspondence for auditing, dispute resolution, or legal purposes. Photographic and video delivery evidence will be retained for no longer than is necessary to resolve disputes or meet legal obligations, after which it will be securely deleted.

8. Payments & Data Privacy

8.1 All payments are processed securely via Stripe or other designated processors. All personal data processing is subject to the Virtuous Restaurants Ltd Privacy Policy, available on our website.

8.2 The Platform is not responsible for payment failures caused by third-party systems.

8.3 The Platform is not responsible for failures, errors, or downtime caused by any third-party services, including payment processors, mapping/navigation providers, telecommunication networks, or software integrations. All risk arising from such third-party failures rests with the relevant party (Customer, Driver, or Restaurant) as per Sections 3–5.

8.4 Customers agree to pay all fees, taxes, and applicable charges in full.

8.5 All personal and payment data is stored securely and handled in compliance with GDPR and applicable data protection regulations. Photographic and video delivery evidence will be retained only for the period necessary to resolve any related disputes, meet statutory or regulatory obligations, or complete audits. Once the order is fully resolved and all legal/audit obligations have been satisfied, the evidence will be securely deleted. The retention period will not exceed 180 days from the date of delivery unless otherwise required by law.

8.6 The Platform is not liable for data breaches caused by third-party systems beyond its control.

9. Force Majeure

9.1 The Platform, Restaurants, and Drivers are not liable for delays, failure to deliver, or any issues arising from circumstances beyond their reasonable control, including natural disasters, strikes, or system outages.

9.2 In such events arising from circumstances beyond the Platform’s reasonable control, the Platform will use reasonable endeavours to restore service or issue appropriate credit at its sole discretion.

10. Acceptance of Terms

10.1 By using the Platform, placing an order, or completing a delivery, all parties acknowledge and agree to this Policy in full. This includes acceptance of order finality, delivery proof requirements, no-refund rules, and liability limitations.

10.2 Continued use of the Platform following any updates to this Policy constitutes acceptance of the revised version.

11. Definitions and Clarifications

11.1 Acceptance Without Objection occurs when a Driver inspects and confirms collection of an order via the Platform app, reports no discrepancies, and does not raise objections to the Partner Restaurant or dispatch team. Risk transfers from the Restaurant to the Driver only upon such acceptance.

11.2 Valid photographic or video evidence must include:

• Full visibility of all items delivered
• Clear timestamp
• Delivery address clearly visible
• GPS/location data if available
  Evidence missing any of these elements may be deemed invalid for discretionary compensation purposes.

11.3 Items are considered unsafe or improperly packaged if:

• Packaging is leaking, broken, or tampered with
• Temperature or storage requirements are visibly violated
• Items pose a risk to health or safety
  Drivers may refuse to deliver such items without penalty.

12. Customer Inspection and Delivery Code

12.1 Customers must inspect all items within 10 minutes for standard orders and within 20 minutes for complex or multi-item orders. Failure to do so constitutes acceptance if the Delivery Code is submitted.

12.2 If a Customer does not provide the Delivery Code within 15 minutes of attempted delivery and no valid evidence is submitted, the order shall be deemed accepted, and risk transfers to the Customer.

13. Partial Orders and Substitutions

13.1 Risk and responsibility for items delivered transfer to the Customer upon PIN submission.

13.2 Substitutions may only occur with customer consent. If a substitution is made without consent, the Partner Restaurant retains risk until the Customer confirms acceptance via Delivery Code or valid evidence.

14. App, Platform, and Technical Issues

14.1 In the event of Platform downtime, GPS failure, or app errors, Drivers must submit photographic or video evidence. Risk allocation follows standard rules once evidence is submitted.

14.2 Evidence submitted after the standard 60-minute window may be rejected unless the delay is caused by a verified technical issue beyond the Driver’s control.

15. Fraud, Tampering, and Misrepresentation

15.1 Any falsified or manipulated evidence, Delivery Code, or order information may result in immediate suspension or termination of accounts. The responsible party may be liable for full compensation of losses and legal fees.

15.2 The Platform may use automated tools to detect manipulation of delivery data, photos, videos, or GPS/location information.

16. High-Risk Deliveries

16.1 High-risk deliveries include fragile, perishable, or unusually large items, or deliveries during severe weather or unsafe conditions. Risk allocation may be adjusted in such cases and will be documented by the Platform.

16.2 Drivers are not liable for delays, damages, or failed deliveries caused by unforeseen high-risk conditions if properly documented.

17. Dispute Resolution

17.1 The Platform will respond to all delivery disputes within five (5) business days.

17.2 Parties may request an internal review within two (2) business days of the initial decision.

17.3 Unresolved disputes may proceed to mediation or arbitration before pursuing legal remedies.

18. Customer Acknowledgement

18.1 By placing an order, the Customer acknowledges that:

• The order is final and non-cancellable
• Delivery Code submission constitutes acceptance
• The Platform and Drivers are not liable for discretionary claims after submission, except as required by UK law

19. Liability and Record Retention

19.1 The Platform’s maximum aggregate liability for any single order or related orders shall not exceed the total fees paid by the Customer for that order, except where otherwise required by law.

19.2 Photographic and video delivery evidence will be securely stored for up to 180 days or longer if required to meet legal or regulatory obligations. Evidence will be securely deleted once disputes are resolved and all obligations are met.

20. Evidence Standards

20.1 Photographic or video evidence must clearly show:

• All items delivered, fully visible and identifiable
• The delivery address
• A timestamp (embedded in the file or via app metadata)
• GPS/location data if available

Partial, blurry, cropped, or otherwise unclear evidence will be deemed invalid for discretionary compensation purposes.

20.2 Drivers must submit all photographic or video evidence within sixty (60) minutes of delivery. Failure to submit within this timeframe will not prevent automatic risk transfer to the Customer if the Delivery Code is subsequently provided.

20.3 If only part of the order is delivered or accepted, risk transfers only for the items delivered and accepted. Any missing or rejected items remain the responsibility of the Partner Restaurant until properly delivered or documented.

21. Driver vs Restaurant Risk Allocation

21.1 If a Driver accepts an order with known discrepancies or visible defects, the Driver assumes shared responsibility with the Restaurant for those items unless the defect is documented to the Platform prior to leaving the Restaurant.

21.2 Any defects or missing items identified at collection must be reported to the Partner Restaurant and Platform via the app before leaving the premises. Risk does not fully transfer to the Driver until such reporting is complete.

22. Technical and Platform Failures

22.1 In the event of Platform downtime, GPS failure, or app errors, the Platform will verify the technical issue via server logs or other means. Discretionary claims relying on technical failure must be submitted within sixty (60) minutes of delivery.

22.2 Drivers must use photographic or video evidence to confirm delivery during technical failures. Standard risk allocation applies once evidence is submitted and verified by the Platform.

23. Fraud, Misrepresentation, and Evidence Manipulation

23.1 Manipulation includes, but is not limited to:

• Editing, cropping, or filtering images/videos in a way that misrepresents the order
• Using altered GPS/location metadata
• Submitting false Delivery Codes

23.2 Any customer or driver who provides manipulated, falsified, or misleading evidence shall be subject to immediate account suspension or termination and may be held personally liable for all resulting damages, expenses, and legal costs.

24. Statutory vs Discretionary Claims

24.1 Submission of the Delivery Code or valid evidence constitutes acceptance for discretionary compensation purposes. Customers cannot claim both discretionary compensation and statutory remedies for the same issue beyond what UK law allows.

24.2 Nothing in this Policy limits the Customer’s statutory rights under the Consumer Rights Act 2015 or other applicable UK law.

25. Evidence Retention and GDPR Compliance

25.1 All photographic or video evidence will be securely deleted within 180 days after resolution of any disputes, unless retention is legally required.

25.2 The Platform shall implement reasonable technical and organisational measures to protect evidence from unauthorised access or disclosure during the retention period.

25.3 Retention and deletion procedures shall comply with GDPR and all applicable UK data protection laws.

26. Additional Clauses

26.1 Independent Contractor Liability
All Drivers are independent contractors. Nothing in this Policy or any agreements with Drivers creates an employment relationship between Drivers and the Platform. The Platform is not liable for any acts, omissions, negligence, or misconduct of Drivers, including but not limited to delayed deliveries, mishandling of items, or inaccurate delivery evidence.

26.2 Restaurant Liability
Partner Restaurants remain fully responsible for all food and beverage preparation, hygiene, allergen labeling, and packaging until acceptance by the Driver. The Platform is not liable for any claims arising from food quality, safety, allergens, or regulatory compliance.

26.3 Insurance Recommendation
Drivers are strongly encouraged to maintain adequate insurance coverage, including but not limited to:

• Public liability insurance
• Vehicle insurance (if using personal vehicles)
• Personal accident coverage
  The Platform assumes no liability for damages, losses, or injuries sustained during delivery.

26.4 Force Majeure – Expanded
Neither the Platform, Drivers, nor Partner Restaurants shall be liable for delays, failed deliveries, or damages caused by:

• Natural disasters, severe weather, floods, earthquakes, strikes or civil unrest 
• Traffic accidents, road closures, or public transport failures
• Power outages, internet failures, or Platform system downtime
• Pandemic-related restrictions or government-mandated closures
  Reasonable efforts will be made to mitigate disruptions, but no liability shall attach under such circumstances.

26.5 Limitation of Liability – Expanded
To the maximum extent permitted by law, the Platform’s total aggregate liability for any single order or series of related orders shall not exceed the total fees paid by the Customer for that order. This limit applies regardless of the cause, including negligence, breach of contract, or misrepresentation, except where liability cannot be excluded under UK law.

26.6 Indemnification
Customers, Drivers, and Partner Restaurants agree to indemnify, defend, and hold harmless the Platform from any claims, losses, damages, or liabilities arising out of:

• Misuse of the Platform
• Violation of this Policy or applicable law
• Fraudulent or negligent acts
• Delivery or preparation of orders outside the scope of this Policy

26.7 No Waiver
Failure by the Platform to enforce any provision of this Policy does not constitute a waiver of that provision or the Platform’s rights.

26.8 Severability
If any clause of this Policy is deemed invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

26.9 Governing Law and Jurisdiction – Expanded
This Policy, and all claims or disputes arising hereunder, shall be governed by and construed in accordance with the laws of England and Wales. All parties submit to the exclusive jurisdiction of the courts of England and Wales.

26.10 Entire Agreement
This Policy, together with all associated agreements (Driver Subcontractor Agreement, Driver Compliance Agreement, Customer Terms of Use), constitutes the entire agreement regarding delivery responsibilities, risk allocation, and liability, superseding any prior oral or written agreements.

26.11 No Implied Obligations
No provision of this Policy shall create any obligations, warranties, or guarantees other than those expressly stated herein. All parties acknowledge that they have read and understood the terms.

26.12 Precedent for Risk Transfer
Risk allocation rules in this Policy are binding and shall take precedence over any contrary communications, including verbal statements, app notifications, or email correspondence.

26.13 Customer Consent to Platform Discretion
Customers acknowledge and consent that the Platform may exercise reasonable discretion in resolving disputes, reviewing evidence, and making determinations regarding compensation. Such determinations are final and binding, except for statutory consumer rights.

26.14 Fraud and Criminal Remedies
Any intentional misrepresentation, falsified evidence, or fraudulent claim may result in:

• Immediate account suspension or termination
• Civil recovery of all losses, fees, and damages
• Reporting to law enforcement for potential criminal prosecution

26.15 Audit and Record Retention
The Platform may retain all order, delivery, and evidence records for auditing, legal, or regulatory purposes. Records will be securely deleted after 180 days or when legally permissible, whichever is later.

26.16 No Third-Party Beneficiaries
Nothing in this Policy is intended to confer any rights or remedies to any third party, including Customers, except as expressly set forth.

27. Additional Risk, Evidence, and Liability Protections

27.1 High-Risk Deliveries
For deliveries classified as high-risk (fragile, perishable, unusually large, or delivered under unsafe or severe weather conditions), Drivers and Restaurants must document conditions via clear photographic or video evidence, GPS/location data, and timestamps. Failure to document high-risk conditions shifts all risk for damages or delays to the Customer. The Platform’s liability for high-risk deliveries is capped at the fees paid by the Customer for that order, except where liability cannot be excluded under UK law.

27.2 Evidence Integrity and Authentication
All photographic, video, or digital evidence submitted must be unaltered and verifiably authentic. Any tampering with timestamps, GPS metadata, or image/video content renders evidence invalid for discretionary compensation and may result in immediate personal liability and account termination. The Platform may employ automated or manual tools to verify authenticity of evidence.

27.3 Third-Party System Failures
The Platform is not liable for any failures, errors, delays, or losses caused by third-party systems, including but not limited to payment processors, mapping/navigation services, telecommunication networks, GPS, and software integrations. All risks arising from such third-party failures rest with the responsible party (Customer, Driver, or Restaurant), even if they affect delivery, evidence submission, or order acceptance.

27.4 Order Finality and No Informal Modifications
Orders placed through the Platform are final once submitted. Any modifications, substitutions, cancellations, or refunds must occur only through the Platform or the Partner Restaurant’s official channels. No verbal, written, or informal communications from any party can override this Policy.

27.5 Strict Timeframes for Evidence and Claims
Photographic, video, or other delivery evidence must be submitted within sixty (60) minutes of attempted delivery, unless a verified technical failure can be demonstrated. Claims or requests for discretionary compensation submitted outside this window will not be considered, except for statutory rights under UK law.

27.6 Waiver of Class or Collective Actions
All parties waive the right to initiate class, collective, or representative claims against the Platform. All disputes must be resolved individually under the dispute resolution procedure outlined in Section 17.

27.7 Customer Acknowledgement of Risk
By placing an order, Customers acknowledge and accept responsibility for providing accurate delivery addresses, ensuring accessible and safe delivery locations, and timely acceptance of orders. The Platform, Drivers, and Partner Restaurants shall not be liable for any losses arising from Customer negligence or failure to comply with these obligations.

27.8 Limitation of Platform Duty of Care
The Platform is solely a facilitator of transactions between Customers, Drivers, and Partner Restaurants. The Platform does not inspect, verify, or guarantee the quality, safety, preparation, allergen labeling, hygiene, or temperature of any order. All responsibility for the above remains with the Partner Restaurant.

27.9 Documentation and Record Retention
The Platform may retain all records, including order details, delivery evidence, and communications, for auditing, regulatory, legal, or dispute resolution purposes. Records will be securely deleted after 180 days or as soon as legally permissible, whichever is later.

27.10 Severability and Precedence
If any clause in this Section 27 is deemed invalid or unenforceable, the remainder of the Policy remains in full force. These provisions take precedence over any contradictory communications, notifications, or informal agreements.

27.11 Explicit Limitation on Duty to Verify
The Platform has no obligation to verify, audit, or monitor the accuracy, completeness, quality, safety, or packaging of orders, nor the authenticity of evidence submitted. All verification responsibilities rest with the submitting party (Driver, Restaurant, or Customer).

27.12 Liability Cap Reinforcement
Under no circumstances shall the Platform’s liability for any claims arising under or related to this Policy exceed the fees paid by the Customer for the relevant order(s), including but not limited to direct, indirect, consequential, or incidental losses, except where such limitation is prohibited by law.

27.13 No Reliance / Disclaimer of Representations
All parties acknowledge that they do not rely on any statements, representations, or warranties made by the Platform, whether oral or written, beyond those expressly set out in this Policy. No agent, employee, or representative of the Platform is authorised to make any additional commitments on its behalf.

27.14 Strict Evidence Submission Standards
All evidence (photographs, video, GPS logs, screenshots) must be submitted in the original format without alteration. The Platform reserves the right to reject any evidence that is incomplete, manipulated, or submitted outside the timeframes in Section 27.5. Submissions deemed invalid by the Platform cannot be used to hold the Platform liable.

27.15 No Implied Waivers or Estoppel
No delay, forbearance, or failure by the Platform to enforce any provision of this Policy shall constitute a waiver, estoppel, or acceptance of any liability. The Platform may enforce any provision at any time, even retroactively.

27.16 Exclusion of Third-Party Liability
The Platform is not responsible for any acts, omissions, or errors of third-party service providers, including Drivers, Restaurants, payment processors, and delivery tools. All such parties are independent and solely responsible for their own actions.

27.17 Right to Modify Procedures
The Platform may, at its discretion, update evidence submission procedures, dispute resolution methods, or risk allocation processes. Any such updates apply immediately to ongoing and future orders, provided that statutory rights under UK law are preserved. The Platform will notify all users via email/app notification at least 48 hours prior to changes affecting ongoing orders.

27.18 Indemnity for Fraud / Misrepresentation
Customers, Drivers, and Restaurants shall indemnify and hold the Platform harmless for any claims, losses, or damages arising from:
a) Fraudulent or false claims
b) Tampered or falsified evidence
c) Misrepresentation of orders or delivery conditions.

27.19 Electronic Agreement and Consent
Use of the Platform, submission of Delivery Codes, or photographic/video evidence constitutes electronic acknowledgment and agreement to all terms herein. Such consent is binding and enforceable under UK law.

27.20 No Obligation to Mediate or Compensate Outside Policy
The Platform is under no obligation to provide discretionary compensation, mediation, or adjustments outside the explicit procedures and timeframes defined in this Policy.

28. Additional Platform Protections

28.1 Explicit Customer Acknowledgment
By placing an order, Customers explicitly acknowledge that they have read, understood, and accepted the Delivery Responsibility, Risk Allocation, and Accountability Policy. Acceptance occurs via electronic confirmation during order placement (e.g., checking a consent box). Failure to do so does not create any rights or obligations against the Platform.

28.2 Driver Equipment and Technology Disclaimer
Drivers are solely responsible for maintaining functional devices, internet connectivity, and app functionality. The Platform is not liable for delays, failed deliveries, or errors caused by hardware, software, network issues, or device malfunction on the Driver’s side.

28.3 Customer Claims Procedure
Discretionary claims regarding missing, incorrect, or damaged items must be submitted through the official Platform channels (app, email, or designated contact form) within 24 hours of delivery. Claims submitted via alternative means or outside this timeframe may be rejected at the Platform’s discretion, except for statutory consumer rights under UK law.

28.4 Third-Party Systems Disclaimer
The Platform is not liable for any failure, error, delay, or loss caused by third-party systems or service providers, including but not limited to: payment processors, mapping/navigation providers, telecommunication networks, delivery tools, or other software used by Drivers or Restaurants.

28.5 Expanded Force Majeure / Government Restrictions
The Platform, Drivers, and Partner Restaurants are not liable for delays, failed deliveries, or damages caused by circumstances beyond reasonable control, including but not limited to: natural disasters, severe weather, pandemics, government-mandated restrictions, strikes, road closures, public transport failures, or Platform system downtime. Reasonable efforts to mitigate disruptions will be made, but no liability shall attach under such circumstances.

28.6 Indemnification by Users
Customers, Drivers, and Partner Restaurants agree to indemnify and hold harmless the Platform for any losses, damages, or claims arising from:
a) Intentional misuse of the Platform
b) Providing inaccurate delivery information
c) Actions outside the Platform’s systems (unauthorised modifications, tampering, or unsafe practices)
d) Violations of applicable law, this Policy, or fraudulent acts

28.7 Dispute Resolution Location and Law
All disputes are subject to the exclusive jurisdiction of the courts of England and Wales. The Platform reserves the right to require internal dispute resolution before legal proceedings and may choose mediation or arbitration at its discretion.

28.8 No Reliance on Informal Communications
No verbal, written, or informal communications, app notifications, or email correspondence from any party override this Policy or create any additional obligations for the Platform.

28.9 Precedence of Policy and Updates
This Policy, including Section 28, takes precedence over any contrary statements, notifications, or informal agreements. The Platform may update procedures, risk allocation rules, or evidence submission requirements at any time, provided statutory rights under UK law are preserved.

28.10 Electronic Agreement
Use of the Platform, submission of Delivery Codes, or delivery evidence constitutes electronic acknowledgment and agreement to all terms herein. This consent is binding, enforceable under UK law, and applies to all orders, whether ongoing or future.

29. Platform Protections and Disclaimers

29.1 Platform Content Disclaimer
The Platform is not responsible for any user-generated content, including but not limited to reviews, messages, photographs, or ratings, nor for any third-party advertising, promotions, or links. Users acknowledge that reliance on such content is at their own risk, and the Platform shall not be liable for any inaccuracies, disputes, or damages arising therefrom.

29.2 Technology and Software Limitations
The Platform does not guarantee uninterrupted, error-free, or secure access to its software, applications, APIs, or integrations. Users assume all risks arising from technical failures, interruptions, or errors not caused by the Platform’s gross negligence.

29.3 User Conduct and Compliance
Customers, Drivers, and Partner Restaurants must comply with all applicable laws, regulations, safety guidelines, and Platform rules. The Platform is not liable for losses, damages, or claims resulting from illegal, unsafe, negligent, or unauthorised actions of any user.

29.4 Class, Collective, and Representative Actions Waiver
All disputes must be resolved individually. Users waive any right to participate in or initiate class, collective, or representative claims against the Platform.

29.5 No Guarantee or Performance Disclaimer
The Platform makes no guarantees regarding delivery times, order quality, food safety, order accuracy, or customer satisfaction. Responsibility for such matters rests solely with the Partner Restaurant and/or Driver as applicable.

29.6 Indemnity for Third-Party Claims
Users agree to indemnify, defend, and hold harmless the Platform from any claims, losses, damages, or liabilities brought by third parties arising from:
a) Use of the Platform,
b) Delivery or preparation of orders,
c) Violation of this Policy, applicable law, or any fraudulent act.

29.7 Software / Hardware Instructions
Drivers and Restaurants are responsible for correctly following any instructions provided by the Platform’s software, apps, or tools. Errors or failures caused by misinterpretation, misuse, or malfunction of personal devices are the responsibility of the user and shall not create liability for the Platform.

29.8 Severability Reinforcement
If any provision in this Section 29 or elsewhere in this Policy is found invalid, illegal, or unenforceable, the remaining provisions shall remain in full force and effect, continuing to provide full protection to the Platform.

29.9 Platform Decision Finality
All internal decisions of the Platform regarding evidence evaluation, dispute resolution, discretionary compensation, or risk allocation are final and binding on all parties, except where statutory consumer rights under UK law expressly allow otherwise.

29.10 Cybersecurity and Data Breach Limitations
The Platform is not liable for losses arising from unauthorised access, hacking, malware, or other cyber incidents beyond its reasonable control. Users are responsible for safeguarding their login credentials and access to Platform systems.

29.11 Precedence and Integration
This Section 29 shall take precedence over any conflicting statements, informal communications, app notifications, or prior agreements. It supplements all other Sections of this Policy, including Sections 1–28, and is enforceable in conjunction with all applicable UK law.

29.12 In case of Platform downtime, GPS failure, or app errors, all submissions, timings, or evidence will be verified using system logs. The Platform is not liable for any losses resulting from third-party technical failures.

29.13 Users waive any right to initiate class, collective, or representative claims against the Platform. All disputes must be resolved individually according to the Policy.

30. Additional Clarifications

30.1 Inspection Windows and Delivery Code Timing

• Customers acknowledge that inspection windows (5–10 minutes standard, 20 minutes for complex orders) are reasonable estimates.
• For unusually large or complex orders, additional inspection time may be required. Risk transfers upon submission of the Delivery Code or valid photographic/video evidence.
• Submission of the Delivery Code constitutes acknowledgment that sufficient inspection time has occurred.

30.2 Orders classified as fragile, perishable, unusually large, or delivered under unsafe/severe conditions must be explicitly marked by the Restaurant in the order details.

• Drivers and Customers acknowledge receipt of these notifications. Failure to document or notify does not shift liability to the Platform.
• Risk for high-risk items transfers according to standard procedures once evidence or Delivery Code is provided.

30.3 Food Safety, Allergens, and Contamination

• Food Safety and Allergen Disclaimer. Food offered through the Platform may be prepared in shared or multi‑user kitchens. Allergenic ingredients may be present in menu items, or may be added in preparation, even if not listed on the restaurant’s menu. THE PLATFORM DOES NOT ASSUME RESPONSIBILITY FOR THE PRESENCE OF ALLERGENS OR FOR CROSS‑CONTAMINATION; ALL RESPONSIBILITY FOR ACCURATE ALLERGEN INFORMATION, SAFE PREPARATION, AND ANY RESULTING LIABILITY RESTS SOLELY WITH THE PARTNER RESTAURANT. Customers with allergies or intolerances should contact the Partner Restaurant directly before placing an order and are responsible for determining whether dishes are safe for them to consume.
• Restaurants remain fully responsible for food quality, safety, allergen labeling, and hygiene until accepted by the Driver.
• The Platform does not guarantee or verify the safety, preparation, or allergen compliance of any items.
• Customers are responsible for reviewing allergen and safety information provided by the Restaurant prior to consumption.

30.4 Third-Party Service Failures

• All delivery times are estimates. Delays or errors caused by payment processors, mapping/navigation tools, telecommunication networks, or other third-party systems do not create liability for the Platform, Driver, or Restaurant.
• Evidence submitted during technical failures follows standard rules for risk transfer once verified.

30.5 Evidence Standards and Dispute Review

• All photographic, video, or GPS/location evidence must be unaltered and complete. Any manipulation invalidates the evidence and may result in personal liability.
• The Platform will review evidence within five (5) business days.
• Submission outside the 60-minute window is invalid unless delayed by verified technical failure.

30.6 Restaurant Risk Allocation

• Risk remains with the Restaurant until PIN acceptance via Delivery Code or valid evidence.
• Missing items not delivered or accepted remain the responsibility of the Restaurant.

30.7 Force Majeure and Government Restrictions

• Neither the Platform, Drivers, nor Restaurants are liable for delays, failed deliveries, or damages caused by events beyond reasonable control, including but not limited to natural disasters, severe weather, strikes, pandemics, road closures, or Platform downtime.
• Reasonable efforts will be made to mitigate disruption, but no liability shall attach under such circumstances.

30.8 Data Retention and Evidence Privacy

• All evidence is securely stored up to 180 days or as legally required.
• Evidence is encrypted, access is limited to authorised personnel, and deletion occurs after dispute resolution or legal retention period.
• Customers, Drivers, and Restaurants consent to storage and use of such evidence solely for dispute resolution, audits, and regulatory purposes.

30.9 Customer Consent and Acknowledgment

• Customers must acknowledge acceptance of this Policy electronically during order placement.
• Use of the Platform, submission of Delivery Codes, or photographic/video evidence constitutes binding electronic agreement.
• Failure to read or review the full Policy does not create liability for the Platform.

30.10 Clarification of Platform Role

• The Platform acts solely as a facilitator of transactions between Customers, Drivers, and Restaurants.
• The Platform does not inspect, guarantee, or endorse the quality, safety, preparation, allergen labeling, hygiene, or packaging of any orders.
• All responsibility for the above rests with the Restaurant, and standard risk transfer rules apply as outlined in Sections 1–29.

30.11 Integration and Precedence

• This Section 30 supplements all prior Sections and takes precedence over any informal communications, app notifications, verbal statements, or emails.
• All parties agree that Sections 1–30 constitute the full framework for delivery responsibility, risk allocation, and accountability.

31. Limitations, Consumer Safeguards, Evidence & Data Protection

31.1 Statutory Rights Preserved. Nothing in this Policy excludes or limits any consumer rights that cannot lawfully be limited under applicable UK law. To the extent any provision of this Policy conflicts with such statutory rights, that statutory right will prevail.

31.2 Clear Notice and Consent. Key contractual effects of this Policy (including: risk transfer upon Delivery Code submission; use and retention of photographic/video evidence; limits on liability; and any waiver of collective remedies) will be presented to Customers in clear, prominent text at the point of order and require affirmative consent (an explicit, unticked checkbox). The Platform will record and retain proof of such consent (including timestamp and user/session identifier).

31.3 Reasonableness and Exceptions. Timeframes and evidence standards in this Policy (including inspection windows and the 60‑minute evidence submission rule) are reasonable estimates and may be extended where (a) an order is large or complex; (b) there is verified technical or network failure; or (c) other exceptional circumstances exist. The Platform will exercise reasonable discretion to accept alternative or supplementary evidence where strict compliance is not possible in good faith.

31.4 Consumer Protection and Unfair Terms. The Platform will not rely on any clause that a competent court or regulator determines to be an unfair or unconscionable term insofar as such determination is binding. The Platform will not enforce provisions that would contravene mandatory consumer protection legislation.

31.5 Data protection and evidence retention. Photographic, video and related delivery evidence are personal data. The Platform processes such data on the lawful bases of: (a) performance of the contract; and (b) the Platform’s legitimate interests in fraud prevention, dispute resolution and record‑keeping. Evidence will be retained no longer than is necessary to resolve disputes, meet legal obligations or regulatory requirements (generally no more than 180 days), and will be stored securely with appropriate access controls, encryption, and audit logging. A formal data retention schedule and deletion procedure will be maintained and published in the Privacy Policy.

31.6 Proof integrity and chain of custody. The Platform may validate submitted evidence using automated or manual verification tools. If evidence is altered, manipulated, or missing material metadata, the Platform may reject it and reserve all remedies. The Platform will keep a secure, auditable chain of custody for each piece of evidence and will provide a summary of retained evidence to a party that has a lawful entitlement to receive it (subject to privacy constraints).

31.7 Liability and carve‑outs. Any liability caps or limitations in this Policy do not apply to death or personal injury resulting from negligence, or other liabilities that cannot be limited or excluded by law. The Platform’s liability for any single order is capped at the fees paid for that order except where statute or public policy prevents such caps.

31.8 Dispute process and ADR. The Platform will provide a transparent internal dispute process and aims to resolve delivery disputes promptly. Where disputes cannot be resolved internally, parties may seek mediation/arbitration as an alternative to court (subject to statutory rights). Nothing in this paragraph prevents a Customer pursuing statutory remedies in court where available.

31.9 Insurance, indemnities and third parties. Restaurants and Drivers must maintain appropriate insurance coverage as recommended by the Platform. To the maximum extent permitted by law, Customers, Drivers and Restaurants agree to indemnify and hold harmless the Platform from claims arising from their negligence, breach of this Policy, or fraudulent actions.

31.10 No implied assurances. The Platform provides a facilitation service only and does not (unless explicitly stated in writing) inspect, guarantee, or endorse the quality, safety, allergen handling, hygiene, or preparation of food. Statements to the contrary in marketing, third‑party content, or other communications do not create any additional obligations unless expressly incorporated into a written contract.

31.11 Review and legal compliance. The Platform will review this Policy periodically and update it to maintain compliance with law and regulatory guidance. Notice of material changes will be provided to users in advance where practicable.

31.12 The Platform acts solely as a facilitator between Customers, Drivers, and Partner Restaurants. It does not prepare, cook, repackage, or otherwise transform any food or beverage items. All responsibility for the quality, safety, allergen labeling, preparation, and hygiene of food rests with the Partner Restaurant. Nothing in this statement limits Customers’ statutory rights under applicable UK law.

31.13 Nothing in this Policy limits or affects Customers’ statutory rights under the Consumer Rights Act 2015, nor liability for gross negligence, fraud, or other acts that cannot be excluded under applicable UK law. Force majeure events or statutory duties may override the terms herein where required by law.

31.14 No verbal, email, or app message from any party (Driver, Restaurant, or Customer) can modify the terms of this Policy. Only official Platform procedures or agreements are valid.

Complaints and Resolution Process

We are committed to handling all complaints and concerns fairly, promptly, and confidentially.
If you wish to raise a complaint or concern regarding our services, please contact our Customer Relations team at resolutions@virtuousrestaurants.com

We will acknowledge receipt of your message within three (3) business days and aim to provide a full written response within fifteen (15) business days.
All complaints are recorded and investigated in accordance with our internal complaints procedure.

Depending on the nature of the issue, possible outcomes may include explanations, corrective actions, refunds, or other appropriate remedies.
If you are dissatisfied with the outcome, you may request a further review by a senior representative of our Customer Relations team.

We treat all complaints with fairness and seriousness, maintain confidentiality, and use the feedback received to improve our services for all users, including customers, restaurants, and delivery partners.

If, after following our complaints process, you remain dissatisfied with our response, you may have the right to refer the matter to independent or alternative dispute resolution (ADR) in accordance with applicable UK consumer law. We will provide details of any recognised ADR provider upon request, and we remain committed to resolving concerns fairly and transparently throughout the process.

Conclusion

The policy is designed to be fair and clear for everyone involved—customers, drivers, and restaurants. When a customer places an order, the restaurant starts preparing and/or allocating staff for its fulfillment right away instantly, committing time, ingredients, and resources. Because of this, orders are final and can’t usually be canceled, but customers still have the right to inspect the food, report missing or damaged items, and rely on their legal protections under UK consumer law. Drivers and restaurants are protected through the Delivery Code and photographic/video evidence system, which clearly shows when the order was handed over and in what condition. This ensures that responsibility and risk are assigned properly at each stage—restaurant to driver, then driver to customer—so that no party is unfairly blamed.

This Delivery Responsibility, Risk Allocation and Accountability policy is a practical, legally sound framework that balances efficiency, accountability, and fairness.