Delivery Responsibility, Risk Allocation and Accountability Policy
In Simple Terms – What This Policy Means for You
You place your order directly with the restaurant – they prepare and are legally responsible for the food (including quality, safety, allergens, and accuracy).
We (Virtuous Restaurants Ltd) only provide the technology platform and never act as the seller, cook, or delivery company. Once the independent driver hands over your order and you confirm receipt with the Delivery Code (or valid photo evidence), the delivery is treated as complete for platform dispute purposes. However, this does NOT remove or limit any of your statutory rights against the restaurant under the Consumer Rights Act 2015 (for example, your right to a refund, repair, or replacement if the food is faulty, not as described, or unsafe). All non-excludable consumer protections remain fully in force. If something goes wrong with the order, contact the restaurant directly – we only help pass on messages with their authorisation.
Please read this entire policy carefully. Virtuous Restaurants acts only as a technology partner. All complaints and refund decisions are at the discretion of the restaurant fulfilling the order. By using our services, you acknowledge that your statutory rights under UK law are preserved and that you accept this 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 constitutes acknowledgment that the contract for supply is directly with the restaurant. The Platform merely facilitates the order and is the technology partner, and does not decide outcomes on complaints or refunds.
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 (including by means of a clearly visible URL link to this Policy displayed at or near the top of the checkout page or ordering interface) shall constitute the ordering party’s express and unconditional acceptance (subject always to any non-excludable rights under applicable UK law) 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 and unconditionally (subject always to any non-excludable rights under applicable UK law) 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 partner, connecting customers with restaurants and independent delivery drivers. All orders, complaints, and refunds are handled exclusively by the restaurant, except where UK law requires otherwise.
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 any independent driver.
Drivers are independent contractors and not employees of Virtuous Restaurants Ltd. The platform provides operational guidance only and does not assume legal responsibility or liability for any acts or omissions of the 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 and complaints must be made to the restaurant. Customers are encouraged to provide supporting evidence (photos or videos), but it is not mandatory to exercise statutory rights. The Platform only passes complaints on and does not approve or deny refunds. 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 may assist in communication but is not liable for the outcome. Restaurants remain responsible for orders. Customers’ statutory rights under UK law (Consumer Rights Act 2015) are unaffected. The Platform is not liable for delays caused by events beyond reasonable control (force majeure).
Virtuous Restaurants Ltd acts solely as a technology platform. Any refunds or delivery issues remain the responsibility of the restaurant or independent driver. The platform may assist in facilitating communication but does not assume liability.
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 is responsible for safe delivery. The Platform does not decide complaints or refunds. Customers must report any delivery issues to the restaurant. The Platform may facilitate communication, but all resolution is at the restaurant’s discretion. The Platform shall not be liable for any failure to deliver, loss, or damage caused by the independent 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.
If you experience any issues as a customer, please contact resolutions@virtuousrestaurants.com. The Platform may forward the matter to the restaurant (see Section 30.13).
Customers acknowledge and agree that, when placing an order via the Platform, their contract for the supply of food and/or beverages is formed solely and directly with the relevant restaurant whose menu they have selected. The Platform does not sell, resell, or supply any food or beverages and does not act as the restaurant’s agent for any purpose other than the technical transmission of orders and payment instructions.
The Platform acts exclusively as a technology service provider, enabling restaurants to offer digital ordering functionality via their own website, QR code, or in-venue interface. The Platform does not operate the restaurant, does not control the customer experience, and does not assume responsibility for the restaurant’s compliance with consumer, pricing, or trading laws.
The Platform is not a party to the contract between the customer and the restaurant and does not set, determine, approve, control, verify, or vary any prices, fees, charges, or surcharges (including any administrative, service, or similar fee) applied by the restaurant. All pricing and fee information is provided solely by the restaurant, and the Platform displays such information without verification, endorsement, or independent assessment.
The Platform has no discretion, oversight, or responsibility in respect of the application, calculation, justification, disclosure, or legal compliance of any prices or fees charged by the restaurant. Any queries, complaints, disputes, or claims relating to pricing, fees, disclosures, or refunds must be directed to the restaurant, which remains solely responsible for resolving them.
By placing an order, customers confirm that they have reviewed all order details, prices, and applicable fees prior to submission, accept responsibility for payment of the total amount displayed, and acknowledge that the Platform’s role is limited to facilitating the technical processing of the order.
Nothing in these Terms limits or excludes any non-excludable statutory rights available to consumers under applicable UK law (including the Consumer Rights Act 2015). Where such rights apply, responsibility for any refunds, remedies, or redress in relation to the order rests with the restaurant, unless the Platform is required to act otherwise by law.
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 independent 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, and accepts no liability for such matters beyond the extent required by applicable UK consumer law.
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 operative from the effective date stated above. Future updates will apply prospectively only and will be notified in accordance with Section 31.11. Any version in force at the time of a transaction governs that transaction.
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 this Policy limits or excludes your statutory rights. Refunds, remedies, or redress are the responsibility of the restaurant, except where UK law requires action by the Platform.
- 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.
Delivery confirmation tools, including PIN systems, are used solely as logistical confirmation mechanisms and do not limit, waive, or replace a Customer’s statutory rights under applicable law.
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 The Platform, Independent Drivers, and Partner Restaurants shall not be liable for failed or delayed deliveries resulting from incorrect addresses, inaccessible or unsafe premises, no response from the Customer after 10 minutes of attempted handover, or failure to provide the correct PIN. Delivery shall be deemed completed once the Customer takes possession of the order and provides the correct PIN, or if the Driver has reasonable timestamped photographic, video, or digital proof of attempted delivery and the Customer is unavailable or unresponsive after 10 minutes. Customers are expected to accept delayed deliveries, and any refusal solely due to delay shall be considered the Customer’s responsibility, as delivery timing is beyond the reasonable control of the Platform, Independent Drivers, and Partner Restaurants. Nothing in this clause affects statutory rights under UK consumer law, including the right to reject goods that are not of satisfactory quality, as described, or fit for purpose.
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 Orders are final once placed, and any modifications, substitutions, or refunds are at the sole discretion of the Partner Restaurant, except as required under applicable UK consumer law. Once the order is accepted and preparation has begun, the Restaurant commits time, ingredients, and other resources, and refunds will generally not be issued except as required under applicable UK consumer law. If an item is unavailable, the Customer will be contacted to arrange a suitable replacement. By placing an order, Customers acknowledge and accept that delays, unavailability, substitutions, or other changes to the order may occur and are beyond the reasonable control of the Partner Restaurant and Platform.
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 Allergy and allergen information provided on the product page is for guidance only. Customers must verify allergen information directly with the Partner Restaurant before placing an order. The Platform does not guarantee the accuracy or completeness of any allergen information and shall not be liable for any allergic reactions, illness, or other damages resulting from the consumption of food. Customers with allergies or intolerances are strongly advised to exercise caution and confirm all relevant information with the Partner Restaurant.
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.
2.22A In the event that an independent Driver experiences theft, robbery, accident, or any other unforeseen incident while fulfilling an order, the Platform shall have no liability to the Customer for any resulting loss, damage, or failure to deliver. Customers acknowledge and agree that such events are beyond the control of the Platform, the Driver, and the Partner Restaurant. All orders are placed at the Customer’s own risk, and any claims for loss or non-delivery arising from such incidents must be addressed directly with the Partner Restaurant. Where applicable, the Customer may be required to provide reasonable documentary evidence from relevant authorities (e.g., police report or official documentation) to substantiate claims against the Restaurant. Except as expressly provided under applicable UK consumer law or this Policy, the Platform disclaims any liability for any loss, damage, or failure to deliver arising from the acts or omissions of independent Drivers or Partner Restaurant.
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 as between the parties for the purposes of any discretionary goodwill remedy, subject always to the Customer’s non-excludable statutory rights set out below. 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. Nothing in this clause affects or limits any non-excludable rights available to Customers under the Consumer Rights Act 2015 or any other applicable UK consumer protection law. Customers retain their full statutory right to seek remedies from the restaurant in connection with any order.
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 menu they are ordering from 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.
2.34 All delivery of orders is carried out exclusively by independent third-party drivers engaged by the Restaurant. The Platform may register drivers for legal or regulatory purposes, but acts solely as a technology facilitator and does not control, direct, supervise, or assume any responsibility for the drivers, their conduct, or the delivery of orders. Any issues relating to late, missing, or otherwise undelivered orders must be addressed directly with the Restaurant. For the avoidance of doubt, the Platform shall have no liability, obligation, or responsibility whatsoever for any delay, failure, loss, damage, or claim arising from or relating to the delivery of orders.
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.
4.30 The Restaurant Client acknowledges and agrees that all delivery of orders is carried out exclusively by independent third-party drivers. The Platform may register drivers for legal or regulatory purposes, but its role is strictly limited to providing notifications of orders, facilitating technical access to the ordering system, and maintaining such registration. The Platform does not control, direct, supervise, or assume any responsibility for the drivers, their conduct, or the delivery of any orders. Use of drivers, including arranging alternative or backup drivers if a driver is unavailable or fails to complete a delivery, is entirely at the sole discretion of the Restaurant Client and the drivers. For the avoidance of doubt, the Platform shall have no liability, obligation, or responsibility whatsoever for any delay, failure, loss, damage, or other claim arising from or relating to the delivery of orders, and acceptance of this term occurs upon execution of the Agreement.
4.31 Drivers are independent contractors and not employees of Virtuous Restaurants Ltd. Restaurants have full discretion to accept or reject any driver. If a restaurant chooses to hand over an order to a driver, the restaurant assumes all risk for the delivery. Virtuous Restaurants Ltd merely provides access to the driver and is NOT responsible or liable for any loss, accident, or failure that may occur during delivery. Nothing in this clause affects any statutory rights under UK law.
4.32 Partner Restaurants acknowledge that where a post-settlement unauthorised refund invoice remains unpaid beyond the 24-hour period specified in the Platform Services Agreement, the Platform’s legitimate business interest in prompt recovery is significant: delayed recovery disrupts Stripe reconciliation, requires manual intervention across third-party payment systems, and exposes the Platform to chargeback risk during the period of non-resolution. The parties confirm that the daily late payment rate set out in the Platform Services Agreement represents a genuine pre-estimate of these cascading operational costs, which the parties have assessed and agreed are not adequately compensated by statutory interest alone at the Platform’s current operational scale. This acknowledgment forms part of the contractual record for the purposes of enforceability under English law.
4.33 Where a Partner Restaurant has opted in to the Marketplace App, it acknowledges that its menu and related content will be displayed alongside other partner restaurants for purposes of customer discovery. The restaurant remains solely responsible for the accuracy and compliance of all content displayed. The Platform’s role in the Marketplace App is that of technology host only; it does not verify, endorse, or guarantee any content displayed therein.
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. Any facilitation of communication regarding incidents is strictly administrative and does not involve investigation or determination of responsibility (see Section 30.13). All substantive responsibility for the food and any related claims rests with the restaurant or driver as applicable.
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 may perform a limited administrative check of the submitted evidence for basic completeness and timeliness (see Section 30.13). The Platform does not review, decide, or determine the outcome of any food quality, safety, order accuracy, risk, liability, or compensation issues. Our only role is strictly logistical and administrative: we may forward the evidence and messages to the restaurant (or relevant party) if requested, and process any refund or remedy only if the restaurant gives us prior written authorisation. Any reference to the Platform “reviewing” or “determining” evidence means purely logistical assistance and does not create any legal responsibility, duty of care, or decision-making power on our part (see Section 30.13 for the strictly limited facilitation role). All substantive decisions regarding the food or order remain the sole responsibility of the restaurant (subject always to statutory consumer rights).
7.5 Evidence must be submitted within a reasonable timeframe following delivery (within sixty minutes). Late submissions may be rejected on logistical grounds (see Section 30.13).
7.6 Any administrative assessment or facilitation performed by the Platform is for logistical purposes only and is not a final or binding determination on any substantive issue (see Section 30.13). This does not affect any party’s statutory rights to seek redress under applicable UK law. Once the restaurant has made a decision regarding a refund, replacement, or remedy (or once the Platform has processed a restaurant-authorised refund), further claims regarding the same order are generally not accepted by the Platform (except where required by non-excludable statutory consumer rights). This internal administrative process does not prevent any party from pursuing mediation, arbitration, or legal remedies under UK law where permitted.
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 delivery-related messages within five (5) business days by forwarding them to the restaurant as administrative assistance only (see Section 30.13). The Platform does not resolve or determine disputes.
17.2 Any request for further assistance is handled on a strictly logistical basis. Parties should direct substantive issues to the restaurant. Unresolved matters may proceed to mediation, arbitration, or court as permitted by law.
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 that the Platform’s role is strictly limited to administrative facilitation (see Section 30.13). Any assistance with evidence or communications does not involve the Platform reviewing, resolving, or making determinations on disputes. Such matters remain the responsibility of the restaurant (subject always to 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. For the avoidance of doubt, this waiver does not affect any rights available to consumers under UK law, including any rights to bring or participate in collective proceedings available under applicable UK legislation.
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 submission of an order through any ordering interface on which a URL link to this Policy is clearly displayed prior to submission. 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 Discretionary claims regarding missing, incorrect, or damaged items must be submitted through the official Platform channels within 24 hours of delivery. Claims submitted via alternative means or outside this timeframe may be rejected on logistical grounds (see Section 30.13), except to the extent required under non-excludable statutory consumer rights under UK law. All substantive decisions on such claims remain the responsibility of the restaurant.
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. For the avoidance of doubt, this waiver does not affect any rights available to consumers under UK law, including any rights to bring or participate in collective proceedings available under applicable UK legislation.
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 Any administrative assessment or facilitation performed by the Platform (for example, forwarding evidence or processing a restaurant-authorised refund) is for logistical purposes only and is not a final or binding determination on any substantive issue (see Section 30.13). All decisions regarding food quality, safety, order accuracy, refunds, compensation, or risk allocation remain the sole responsibility of the restaurant (subject always to statutory consumer rights). This clause does not limit any party’s right to pursue legal remedies under UK law where permitted.
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. For the avoidance of doubt, this waiver does not affect any rights available to consumers under UK law, including any rights to bring or participate in collective proceedings available under applicable UK legislation.
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.
- 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 are deemed to have acknowledged acceptance of this Policy by submitting their order through any ordering interface on which a clear URL link to this Policy is displayed prior to submission. No further active step is required beyond submitting the order.
- 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 1–31 constitute the full framework for delivery responsibility, risk allocation, and accountability.
30.12 Risk Transfer and Delivery Confirmation: Risk for the food itself (quality, safety, description, and compliance with the Consumer Rights Act 2015) remains with the Partner Restaurant until the goods are delivered to you. Risk associated with the physical delivery (loss, damage in transit, delay after collection) transfers from the restaurant to the independent driver upon collection, and from the driver to you upon successful confirmation of receipt. Submission of the Delivery Code (or clear, unaltered photographic/video evidence showing the order handed over in good condition) constitutes your confirmation that you have had a reasonable opportunity to inspect the order and that the delivery process is complete for the purposes of this platform’s dispute and compensation process. This confirmation does not affect or limit the restaurant’s statutory obligations or your non-excludable legal rights against the restaurant under UK consumer law (including the right to reject faulty or misdescribed goods even after receipt). Any claim for breach of the contract for the sale of goods must be directed to the restaurant.
30.13 Platform Role – Strictly Limited Facilitation Virtuous Restaurants Ltd acts solely as a technology intermediary and marketplace facilitator. We do not review, decide, or determine the outcome of any food quality, safety, order accuracy, or delivery complaints. Our only involvement in any disputes is strictly administrative: we may forward your evidence and messages to the restaurant if requested, and process a refund or other remedy only if the restaurant gives us prior written authorisation. Any language appearing elsewhere on this site or in any communication that refers to the Platform “reviewing”, “handling”, “investigating”, or “determining” issues means purely logistical assistance and does not create any legal responsibility, duty of care, or decision-making power on our part. The restaurant remains solely responsible for deciding on refunds, replacements, or any other remedies (subject always to your non-excludable statutory consumer rights under UK law).
This strictly limited facilitation role applies equally in the context of the commercial relationship between the Platform and Partner Restaurants. Any language in the Platform Services Agreement referring to the Platform “reviewing,” “collaborating,” “assisting,” or “determining” in the context of refunds or disputes describes only this same logistical and administrative function and does not create any duty of care, implied warranty, or decision-making obligation on the part of the Platform beyond the administrative processing of properly authorised refunds.
30.14 For the avoidance of doubt, the restriction on the Platform’s decision-making role in this Section applies to disputes regarding food quality, safety, order accuracy, and delivery. It does not prevent the Platform from administratively authorising pre-settlement pickup refunds in accordance with the procedure set out in the Platform Services Agreement, which constitutes a technical processing function rather than a substantive determination of fault or liability.
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 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) are brought to Customers’ attention by clear, prominent display of a direct URL link to this Policy at the point of order, positioned visibly within or immediately adjacent to the checkout interface before the Customer submits their order. Submission of an order through any such interface constitutes the Customer’s acceptance of this Policy as in force at the time of submission, provided the URL was clearly displayed. The Platform will maintain records of the checkout interface configuration, including the placement and visibility of the Policy URL, as evidence of the notice provided to Customers. The Platform is solely responsible for ensuring the Policy URL is clearly displayed in the ordering interface it provides. This notice is consistent across all Partner Restaurant deployments as the ordering interface is operated and controlled by the Platform.
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 may perform a limited administrative check to accept alternative or supplementary evidence where strict compliance is not possible in good faith (see Section 30.13).
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 term within the meaning of the Consumer Rights Act 2015 or any equivalent applicable UK consumer protection legislation. 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 use automated or manual tools solely for basic verification of evidence integrity and completeness for logistical and operational purposes (see Section 30.13). This limited administrative check does not involve reviewing, investigating, determining, or deciding the substantive merits of any claim, risk allocation, liability, or compensation issue. If evidence appears altered, manipulated, or materially incomplete, the Platform may reject it on logistical grounds only and will forward the matter to the restaurant (or relevant party) where appropriate. The Platform will maintain a secure, auditable chain of custody for each piece of evidence submitted through the platform and will provide a summary of retained evidence to any party that has a lawful entitlement to receive it (subject to applicable data protection and privacy constraints).
Nothing in this section creates any legal responsibility, duty of care, or decision-making power on the part of the Platform (see Section 30.13 for the strictly limited facilitation role). All substantive responsibility for the food, order, or any remedies remains with the restaurant (subject always to your non-excludable statutory consumer rights under UK law).
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 The Platform provides an administrative facilitation service only for delivery-related communications (see Section 30.13). It does not provide a decision-making or dispute-resolution process and does not review, investigate, determine, or resolve any food quality, safety, order accuracy, or compensation issues. Our role is strictly limited to forwarding evidence and messages to the restaurant (or relevant party) if requested, and processing a refund or other remedy only if the restaurant gives prior written authorisation. Where a matter cannot be resolved directly with the restaurant, parties may seek mediation, arbitration, or court remedies as permitted by law (subject always to non-excludable statutory rights). Nothing in this Policy prevents a customer from pursuing any statutory remedies against the restaurant or any other party in court where available under UK law (including the Consumer Rights Act 2015).
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 The Platform will periodically update this Policy 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
31.15 Distinction Between Customer and Restaurant Claims – For the avoidance of doubt, the liability caps set out in Sections 19.1, 26.5, and 27.12 of this Policy apply exclusively to claims brought by Customers in respect of individual orders. They do not govern, replace, or supersede the liability caps applicable to disputes between the Platform and Partner Restaurants, which are governed by the Platform Services Agreement between those parties. Where a Partner Restaurant raises a claim arising from or connected to a delivery or order dispute, the applicable liability cap is that set out in the Platform Services Agreement, not the per-order customer cap in this Policy. The precedence of this Policy over the Platform Services Agreement applies only in respect of operational matters of risk allocation, refund procedure, and complaint handling — not in respect of the aggregate financial liability between the Platform and a Partner Restaurant as commercial contracting parties.
31.16 Scope of liability caps — consumer claims distinguished from commercial claims
31.16-A.1 The liability caps set out in Sections 19.1, 26.5, and 27.12 of this Policy apply exclusively to claims brought by Customers in respect of individual orders placed through the Platform. They reflect the per-transaction nature of consumer claims and are calibrated to the fees a Customer pays for a single order.
31.16.A.2 These per-order caps do not govern, reduce, replace, or supersede the liability framework applicable to disputes between the Platform and Partner Restaurants as commercial contracting parties. The financial liability of the Platform to a Partner Restaurant is governed exclusively by the Platform Services Agreement between those parties, which contains its own liability cap provisions reflecting the commercial relationship between the parties.
31.16.A.3 The precedence of this Policy over the Platform Services Agreement operates in respect of operational matters only — including risk allocation for individual orders, refund procedure, verification obligations, driver responsibilities, and complaint handling. It does not operate to alter or diminish the aggregate financial liability framework agreed between the Platform and a Partner Restaurant in their commercial agreement.
31.16.A.4 Where any provision of this Policy would, if applied to a dispute between the Platform and a Partner Restaurant, produce a result inconsistent with the commercial liability framework in the Platform Services Agreement, the Platform Services Agreement shall govern the financial quantum of any liability between those commercial parties, and this Policy shall govern the allocation of responsibility for the underlying operational matter.
31.16.A.5 Nothing in this Section affects any non-excludable consumer rights under UK law.
31.17 Late payment on commercial invoices — legitimate business interest
31.17.A.1 Where a Partner Restaurant is issued an invoice by the Platform in connection with an unauthorised refund, post-settlement refund, or associated administrative charge under the Platform Services Agreement, prompt payment is essential to the Platform’s ability to operate as a small business with constrained cash flow and direct Stripe reconciliation obligations.
31.17.A.2 The parties acknowledge and agree that delayed payment of such invoices causes the Platform genuine and measurable operational harm beyond that which is compensated by statutory interest alone, including: disruption to Stripe Connect reconciliation cycles; manual re-processing costs; extended exposure to chargeback risk during the unresolved period; diversion of administrative resource from operational functions; and the cost of recovery steps. These costs are not speculative — they arise directly and consistently from each instance of non-payment.
31.17.A.3 Accordingly, the daily late payment rate applicable to overdue commercial invoices under the Platform Services Agreement represents a genuine pre-estimate of these cascading operational losses, agreed by the parties at the time of contracting after a full and reasonable opportunity to review and seek independent advice. The parties confirm this rate is not intended as, and shall not be construed as, a penalty. It is compensatory in nature, reflecting the Platform’s legitimate interest in prompt commercial settlement.
31.17.A.4 This Section applies solely to commercial invoices issued to Partner Restaurants under the Platform Services Agreement. It does not apply to or affect any consumer rights or obligations.
31.17.A.5 Nothing in this Section affects the Platform’s right to recover statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998 in addition to or in substitution for any contractual rate, at the Platform’s election.
31.18 Marketplace App — content display and data processing
31.18.A.1 Partner Restaurants that have opted in to the Marketplace App (as defined in their Platform Services Agreement) consent to the Platform displaying, hosting, aggregating, and making publicly available their menu items, pricing, descriptions, images, availability information, and allergen summaries within the Marketplace App for the purpose of enabling customer discovery and ordering.
31.18.A.2 The Platform processes the restaurant’s content data described in 31.18.A.1 on the legal basis of the contractual licence granted in the Platform Services Agreement and the restaurant’s express opt-in consent. The restaurant remains the data controller for any personal data of its customers that flows through orders originating from the Marketplace App.
31.18.A.3 The restaurant remains solely and fully responsible for the accuracy, completeness, allergen compliance, pricing legality, and regulatory compliance of all content displayed in the Marketplace App. The Platform hosts and displays this content as provided by the restaurant without independent verification, endorsement, or assessment. Restaurant obligations regarding content accuracy under this Policy and the Platform Services Agreement apply equally to content displayed in the Marketplace App.
31.18.A.4 Any customer who places an order through the Marketplace App contracts directly with the relevant restaurant. The Platform’s role in the Marketplace App is that of technology host and facilitator only. All provisions of this Policy regarding the Platform’s limited facilitation role, the allocation of responsibility for food quality and order accuracy, and the customer’s rights against the restaurant apply equally to orders placed through the Marketplace App.
31.18.A.5 Partner Restaurants may withdraw from the Marketplace App at any time by written notice to admin@virtuousrestaurants.com, subject to any applicable notice period in their Platform Services Agreement. Withdrawal takes effect from the date confirmed in writing by the Platform.
31.18.A.6 Partner Restaurants must ensure their own customer-facing privacy notices disclose that orders placed through their menus may be facilitated through a shared marketplace platform operated by Virtuous Restaurants Ltd, to the extent required by UK GDPR and the Data Protection Act 2018.
31.19 Commercial invoice payment obligations — timeframe hierarchy
31.19.A.1 Where the Platform Services Agreement imposes a 24-hour payment deadline for commercial invoices issued to a Partner Restaurant (including invoices for post-settlement unauthorised refunds and associated administrative charges), that 24-hour deadline is the primary and immediate payment obligation. It is not suspended, extended, or modified by any other timeframe referred to in the Platform Services Agreement.
31.19.A.2 The 3-day period referenced in the Platform Services Agreement’s dispute resolution provisions applies exclusively to the commencement of formal mediation proceedings between the parties. It is a minimum notice period before formal mediation is initiated — it does not extend, pause, or waive the 24-hour primary payment obligation. A Partner Restaurant may raise a dispute in writing within that 3-day window without the dispute suspending the payment obligation.
31.19.A.3 The 8-day period referenced in the Platform Services Agreement governs the earliest point at which the Platform may exercise its right to deduct outstanding amounts from future settlements payable to the Partner Restaurant. It operates as a minimum notice period protecting the Partner Restaurant before any settlement deduction occurs — it does not extend the primary payment deadline.
31.19.A.4 These three periods therefore operate sequentially and independently: (i) payment is due within 24 hours of invoice issuance; (ii) if unpaid, a written dispute may be raised within 3 days of invoice issuance, which triggers informal negotiation but does not pause the payment obligation; (iii) if still unpaid after 8 days, the Platform may begin deducting from future settlements on written notice. Raising a dispute in good faith will be taken into account by the Platform in exercising its deduction right, but does not as a matter of contract suspend or delay that right.
31.19.A.5 This Section applies solely to commercial invoice obligations between the Platform and Partner Restaurants. It does not affect any consumer rights or obligations.
31.20 Interpretive authority — scope of Section 30.13
31.20.A.1 The restriction on the Platform’s decision-making and investigative role set out in Section 30.13 of this Policy applies exclusively to consumer-facing complaint handling, refund processing, and dispute resolution between the Platform, Partner Restaurants, and Customers in connection with individual orders.
31.20.A.2 Section 30.13 does not limit or affect the Platform’s right under the Platform Services Agreement to make reasonable determinations regarding the interpretation of conflicting contractual provisions as between the Platform and a Partner Restaurant in a commercial dispute. That interpretive authority operates in the sphere of B2B contract administration and is entirely distinct from the consumer-facing facilitation restrictions in Section 30.13.
31.20.A.3 For the avoidance of doubt: any language in the Platform Services Agreement referring to the Platform “reviewing,” “collaborating,” “assisting,” or “determining” in the context of refunds or disputes describes the same administrative facilitation function defined in Section 30.13 and does not create any duty of care, implied warranty, or decision-making obligation on the part of the Platform beyond the administrative processing of properly authorised refunds.
Complaints and Resolution Process
The Platform provides strictly administrative assistance with complaints and concerns (see Section 30.13). All complaints regarding food quality, safety, order accuracy, or delivery must be directed to the restaurant in the first instance, as the restaurant is solely responsible for the goods and any remedies (subject always to your statutory consumer rights).
We will acknowledge receipt of messages sent to resolutions@virtuousrestaurants.com within three (3) business days. Any further communication from the Platform is strictly administrative assistance only (see Section 30.13). If, after following the restaurant’s complaints process, you remain dissatisfied with the restaurant’s 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 where required by law.
We will acknowledge receipt of your message within three (3) business days and aim to provide an administrative acknowledgement of your forwarded matter within fifteen (15) business days. Any such communication is strictly administrative only and does not constitute a determination, investigation, or substantive response to any complaint (see Section 30.13).
Complaints and Resolution Process: All complaints or concerns regarding food quality, safety, order accuracy, or delivery must be directed to the restaurant, as the restaurant is solely responsible for the goods and any remedies (subject always to your statutory consumer rights).
If you experience any issues, you may contact resolutions@virtuousrestaurants.com. The Platform’s only role is strictly administrative: we may forward your message and any evidence to the restaurant if requested, and process a refund or other remedy only if the restaurant gives us prior written authorisation (see Section 30.13).
We will acknowledge receipt within three (3) business days. Any reference to “handling”, “investigating”, or “reviewing” a complaint means purely logistical assistance and does not create any legal responsibility, duty of care, or decision-making power on the part of the Platform (see Section 30.13).
If the matter cannot be resolved directly with the restaurant, you may seek mediation, arbitration, or court remedies as permitted by law. Nothing in this Policy prevents you from exercising any non-excludable statutory rights against the restaurant under UK consumer law (including the Consumer Rights Act 2015).
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, independent drivers, and restaurants. When a customer places an order, the restaurant begins preparing it immediately, committing time, ingredients, and resources. Because of this, orders are final and cannot usually be canceled; however, customers retain the right to inspect the food, report missing or damaged items, and rely on their legal protections under UK consumer law.
Drivers are independent third parties. The Platform may register drivers for legal or regulatory purposes, but it does not control, direct, supervise, or assume any responsibility for their conduct or the delivery of orders. 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 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 intended as a practical framework to promote efficiency, accountability, and fairness in the use of our services.
Thank you for reading this policy and for your continued trust in our platform.