What is Virtuous Restaurants?
Virtuous Restaurants Ltd is a technology platform. We connect customers with independent local merchants and independent delivery drivers through the Virtuous Restaurants marketplace app. We do not prepare, handle, or sell food or any other goods. We do not employ delivery drivers. We do not operate restaurants or any other merchant premises.
The Platform acts solely as a technology intermediary. Your relationship with each merchant and each driver is direct and independent of the Platform.
Your Contract
When you select a merchant in the app, you place your order directly with that merchant through the Virtuous Restaurants marketplace ordering interface. Virtuous Restaurants Ltd provides the ordering technology, facilitates payment through Stripe, and coordinates delivery logistics, but is not a party to your contract for the goods or services supplied.
Your contract for the supply of goods or services is directly with the merchant you have selected. The merchant is legally responsible for the goods or services they supply including quality, safety, accuracy, and where applicable allergen information. Virtuous Restaurants Ltd is not a party to your order contract.
How Delivery Works
Your order is collected and delivered by an independent self-employed driver. Drivers are not employees of Virtuous Restaurants Ltd and operate under independent subcontractor agreements.
Your Delivery PIN will be sent to you by phone number and/or email address when your order is confirmed. You must have this ready at the point of delivery.
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1The driver arrives at your address with your sealed order.
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2Before providing your PIN: verify that the number of sealed bags matches your order and that all packaging is visibly intact and undamaged. You are not required to open sealed packaging at the door. External visual confirmation is all that is required at this stage.
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3If anything appears visibly incorrect — a bag appears missing, or packaging appears damaged or unsealed — notify the driver immediately before providing your PIN. The driver will contact Platform support before leaving your address. Do not provide your PIN until the issue has been recorded.
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4Provide your PIN to confirm delivery. Risk in the order transfers to you from the point of confirmed delivery.
Estimated delivery times are indicative only and are not guaranteed.
Independent evidence record: Before your order is sealed at the merchant premises, the driver is required by Platform procedure to capture a timestamped photograph of the complete order contents through the Platform app. This photograph is GPS-tagged and constitutes an independent evidence record of what was in your order before it left the merchant. It is retained by the Platform and may be produced in the event of any dispute about the contents of your order after sealing.
Your Delivery PIN
Your PIN confirms, for the purposes of the Platform's system, that delivery to your address has been completed. It is a logistical confirmation — not a waiver of your legal rights.
Providing your PIN does not remove or limit your rights under the Consumer Rights Act 2015. If your order is wrong, unsafe, contains missing items, or is not as described after you open the packaging — matters that could not have been verified at the door — your statutory rights against the merchant remain fully intact regardless of whether your PIN has been provided.
Your Legal Rights
Your rights under the Consumer Rights Act 2015 cannot be removed by this Platform, by any Platform policy, or by the provision of your Delivery PIN. If your order is unsafe, not as described, or not of satisfactory quality, you have the right to a remedy from the merchant.
We ask you to contact the merchant within 24 hours of delivery for discretionary goodwill compensation purposes. This 24-hour period does not limit or affect your statutory rights in any way.
Food safety issues, allergic reactions, illness, or any adverse health event caused by your order are subject to your full statutory rights regardless of when you are able to raise the issue. No time limit applies to these matters.
If something is wrong with the contents of your sealed order — which could not have been inspected before the driver left your address — contact the merchant as soon as you are able to do so.
Allergens
All allergen information displayed in the app is provided solely by the relevant merchant. It is the merchant's sole legal responsibility to ensure accuracy. Virtuous Restaurants Ltd does not verify, guarantee, or endorse any allergen information displayed in the app.
If you have a food allergy or intolerance, contact the merchant directly before placing your order. Do not rely solely on information displayed in the app where your allergy is life-threatening. Many merchants operate shared kitchen environments where cross-contamination of allergens cannot be fully eliminated.
Age-Restricted Items
Some merchants on the Platform supply age-restricted items. Where your order contains age-restricted items, the Platform's driver is required to apply a strict Challenge 25 age verification policy at the point of delivery before the order may be handed over.
If you appear to be under 25 years of age the driver will ask you to produce valid photographic identification confirming you are 18 or over before the order can be handed to you. The driver cannot proceed without satisfactory identification. This policy is mandatory and not subject to discretion.
The following categories of goods are subject to age verification at delivery:
Accepted forms of identification:
If valid identification cannot be produced, the age-restricted items in your order cannot be delivered. The driver is legally required to refuse delivery of those items. Age-restricted items cannot be delivered contactless or left at the door unattended under any circumstances, regardless of any delivery preference selected at checkout.
Complaints and Refunds
In the first instance, contact the merchant directly. Their contact details appear on your order confirmation in the app. The merchant is solely responsible for all decisions on refunds and remedies for goods and services they have supplied.
The Platform's role in complaints is strictly limited to forwarding your communication to the relevant merchant at your request. Virtuous Restaurants Ltd does not investigate, adjudicate, or determine the outcome of any complaint or refund request. All refund decisions rest with the merchant, subject always to your statutory rights.
If your complaint cannot be resolved with the merchant, you may seek further redress through a UK-approved alternative dispute resolution scheme or through the courts of England and Wales. For free, impartial advice contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.
Order Not Arrived
If your order has not arrived, contact the merchant in the first instance using the contact details on your order confirmation. If you require the Platform's assistance, email support@virtuousrestaurants.com with your order reference number and we will contact the merchant on your behalf.
Contactless and Leave-at-Door Delivery
Where you selected contactless or leave-at-door delivery at checkout, you pre-authorised delivery to be completed without a PIN. The driver will photograph your complete order placed at your specified delivery location and upload the photograph through the Platform app immediately upon placement. Delivery is confirmed and risk in the order transfers to you from the point that photograph is uploaded.
Contactless and leave-at-door delivery is not available for orders containing age-restricted items including alcohol, tobacco and vaping products, and age-restricted bladed articles. These items require in-person delivery and mandatory age verification at handover, regardless of any delivery preference selected at checkout. Where an order contains both age-restricted and non-age-restricted items, the entire order must be delivered in person.
Additional Support and Accessibility
If you have a disability, medical condition, or other need that affects your ability to follow any standard procedure in this app — including receiving a delivery, inspecting an order at the door, or reporting an issue within a standard timeframe — contact us at support@virtuousrestaurants.com or contact the relevant merchant directly before or after placing your order.
Reasonable adjustments are available in accordance with the Equality Act 2010 and will be considered and applied on a case-by-case basis without penalty to you.
Technical Issues
For technical issues with the marketplace app — including difficulties placing an order, app errors, PIN delivery failures, payment processing issues, or any other technical malfunction — contact Platform support at support@virtuousrestaurants.com.
Please include a description of the issue, the device and operating system you are using, and your order reference number where applicable. Technical issues do not affect your statutory rights as a customer.
Data Protection and Privacy
Your personal data is processed by Virtuous Restaurants Ltd in accordance with our Privacy Policy, available at virtuousrestaurants.com/privacypolicy, and in compliance with the UK General Data Protection Regulation and the Data Protection Act 2018.
Payments are processed securely by Stripe. Virtuous Restaurants Ltd does not store your payment card details and does not sell your personal data to any third party.
Authorised Communications
Virtuous Restaurants Ltd contacts customers exclusively through the authorised channels published at virtuousrestaurants.com/authorised-communications.
If you receive any message claiming to be from Virtuous Restaurants Ltd through any channel not listed on that page, it is not from us. Do not respond to it, do not click any links, and treat it as a fraudulent communication or impersonation attempt.
Full Platform Policies
The following documents form part of the Platform's published governance and policy framework.
In addition to the Platform documents above, the relevant merchant's own Terms and Conditions and Privacy Policy govern your order with that merchant. These are accessible through the merchant's individual ordering page.