VIRTUOUS RESTAURANTS — HOW IT WORKS
Last updated: reflecting framework effective 1st May 2026
What is Virtuous Restaurants?
Virtuous Restaurants Ltd is a technology platform. We connect customers with independent local restaurants and independent delivery drivers. We do not prepare food, employ drivers, or operate restaurants.
Using the Marketplace App
The Virtuous Restaurants Marketplace App connects you with independent local restaurants. Browse restaurants, place your order, and track its progress through the app. For technical issues with the app itself contact support@virtuousrestaurants.com.
Your Contract
When you place an order through any restaurant using our platform, your contract for food is directly with the restaurant — not with us. We are the technology that processes the order and connects you with a driver. The restaurant is legally responsible for your food.
How Delivery Works
An independent delivery driver collects your sealed order from the restaurant. The driver is self-employed — not a Virtuous Restaurants employee. Once your order arrives, the driver will show you all bags and ask for your delivery PIN. Your PIN confirms you have received the order. Only give your PIN once you are satisfied with what you can see at the point of handover.
You are not expected to open sealed packaging before giving your PIN — check that the number of sealed bags matches your order and that packaging is not visibly damaged.
If your order has not arrived and you cannot reach the restaurant, email support@virtuousrestaurants.com with your order reference and we will contact the restaurant on your behalf.
What is the Delivery PIN?
Your PIN is your confirmation that delivery is complete. Do not give it if items are visibly wrong or missing. If something is wrong, contact the restaurant before giving the PIN. If you give the PIN, delivery is treated as accepted for our system’s purposes — though your legal rights against the restaurant remain fully intact.
Your Legal Rights
Nothing in our platform removes your rights under the Consumer Rights Act 2015. If your food is not as described, unsafe, or of unsatisfactory quality, you have legal rights against the restaurant regardless of whether you have given your PIN. Contact the restaurant directly for refunds and remedies.
Allergens
All allergen information is provided by and is the sole responsibility of the restaurant. Always contact the restaurant directly before ordering if you have allergies. Many restaurants use shared kitchens — cross-contamination cannot be guaranteed to be eliminated.
Complaints
For complaints about your order, contact the restaurant. We can forward your message to them if you email support@virtuousrestaurants.com — but we do not investigate or decide the outcome. All refund decisions are the restaurant’s alone. Report any issues to the restaurant as soon as possible and within 24 hours of delivery.
Privacy
Your data is handled under our Privacy Policy: virtuousrestaurants.com/privacypolicy. Payments are processed by Stripe. We do not sell your data.
Authorised Communications
We only contact you through channels listed at: virtuousrestaurants.com/authorised-communications. Anything else is a scam.
Full Policies
Virtuous Restaurants Ltd | Company No. 16314621 | England and Wales