Home Delivery T&Cs

1.1 We are Natoora Limited, an English registered company (number 0491 87 99).

1.2 We own and operate the e-commerce site Natoora.com and the Natoora Home Deliveries App (together, our “Platform”).

1.3 We are VAT registered (number 855 4949 76). Our trading and registered office is at Unit 6 Discovery Business Park, St James's Road, London, SE16 4RA. Our other contact details are specified on our Platform.

1.4 These terms and conditions ("T&Cs") together with our Privacy Policy comprise a contract between you and us governing your use of either
Natoora.com and/or the Natoora Home Deliveries App.

1.5 Please read the T&Cs carefully as they affect your rights and liabilities under the law. By clicking the “I accept” button at the time of placing an order with us (“Order”) you agree to be bound by these Terms and Conditions. If you do not agree to these Terms and Conditions and/or our Privacy Policy, you are not permitted to place an Order or use our Platform.

1.6 There might be slight variations in the T&Cs according to whether you have placed an order through Natoora.com (“Site Order”) or the Natoora Home Deliveries App (“App Order”), in each case we state what these variations are.

1.7 Please note that when you place an Order you are agreeing that:

• you are aged 18 or over;
• sometimes we reject an Order;
• we charge you when we accept your Order (for an App Order there will be a second final payment when your Order is processed);
  
• we'rere not responsible for delays outside our control;
• products can vary slightly from their pictures;
• for goods bought online you have a legal right to change your mind;
• you have rights if there is something wrong with your products;
• we can suspend supply (and you have rights if we do);
• we can withdraw products;
• we can end our contract with you;
• we don't compensate you for all losses caused by us or our products;
• we use your personal data as set out in our Privacy Policy;
• you have several options for resolving disputes with us;
• if you are a consumer your statutory rights are not affected by this
  agreement;
• references to "goods" in these T&Cs include "services" and;
• headings are for information only and are not binding.

1.8 We may update these T&Cs from time to time and:

1.9 any changes will be notified to you via the e-mail address provided by you on registration or via a suitable announcement on our Platform;

1.10 the changes will apply to the use of our Platform after we have given notice;

1.11 if you do not wish to accept the new T&Cs you should not continue to use our Platform;

1.12 your use of our Platform after the date on which the change comes into effect indicates your agreement to be bound by the new T&Cs.

2.1 To place an Order, you must create a registered user account (“Account”). You may create an Account by signing up with an email address and password on either our e-commerce site or our app.

2.2 By creating an Account, you agree and confirm that:

- 2.2.1 You reside in Great Britain;
- 2.2.2 you are aged 18 or over;
- 2.2.3 you have read, understood and agree to comply with these T&Cs;
- 2.2.4 all information you provide to us for the purposes of creating an Account is true, accurate, current and complete including your age and delivery details and you will promptly notify us of any changes;
- 2.2.5 you shall keep your password confidential and shall not disclose it to any other person;
- 2.2.6 you are creating the Account for yourself;
- 2.2.7 you do not already hold an Account either (i) under your name, (ii) your email address, (iii) a different name or (iv) a different email address; and
- 2.2.8 you shall contact us immediately using the contact details set out on the Platform if you suspect any unauthorised use of or access to your Account.

2.3 If another person uses your password to access your Account, you will be responsible for any activity undertaken by them on or through your Account, and we are not responsible for any losses you suffer, unless the person using your password obtained it because we did not keep it secure.

2.4 You may delete your Account at any time by notifying us following the steps specified on our Platform.

2.5 We reserve the right in our sole discretion to suspend or permanently disable any Account for a registered user’s breach of these T&Cs.

2.6 Once you have created an Account, you may place an Order on our Platform. Select or state which products you would like to buy and payment will be taken at the point of placing the Order (see below).

2.7 We only accept Orders when we've checked them. We contact you to confirm we've received your Order and then we contact you again to confirm we've accepted it and confirm dispatch to you. We reserve the right not to accept your Order.

2.8 Sometimes we reject Orders. Sometimes we reject Orders, for example, because a product is unexpectedly out of stock, because we can't verify your age, because you are located outside our delivery areas, as stated on our Platform, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

2.9 We charge you when we accept your Order. Once you have placed an Order, we will take payment from you for the products in your Order, as well as any related delivery charges. Please note:

- 2.9.1 for a Site Order – full payment is taken when you place an Order;
- 2.9.2 for an App Order - the value of the basket is an estimated amount, not the real value of your Order. The final amount will be shown on the Natoora Home Deliveries App and on an invoice at the time of dispatch. You may be charged in two instalments to the total value of your Order.

3.1 Whilst we make the upmost effort to ensure accurate and reliable information, we do not guarantee the accuracy of all information on our Platform.

3.2 Products can vary slightly from their pictures. We make every effort to display the products as accurately as possible on our Platform however we do not guarantee that a product's true colour and details will exactly match that shown on our Platform or in our marketing.

3.3 If you inform us of any inaccuracies on either Natoora.com or the Natoora Home Deliveries App we will attempt to correct them as soon as we reasonably can.

4.1 Payment. You will own the products once we have received payment in full. We accept all forms of payment through the third-party Stripe payment provider.

4.2 You agree to provide current and accurate account and payment information, so that we can complete your transactions and contact you as needed. All payments shall be in British Pounds and all payments include VAT, unless otherwise stated. Some banks or payment providers may charge you an additional fee for certain transactions (for example, international transactions).

4.3 You agree to pay all charges at the prices quoted on our Platform for your products and also any applicable shipping fees, and you authorise us, through Stripe, to charge your chosen payment provider for any such amounts upon confirming your Order. We reserve the right to correct any errors or mistakes in pricing, even if we have already requested or received payment.

4.4 We're not responsible for delays outside our control. If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us to end the contract and receive a refund for any products you have paid for, but not received.

4.5 Your Order will only be processed if your card is authorised.

5.1 Customers on Natoora.com are able to order certain boxes via a subscription service, choosing a single frequency option (every 1, 2 or 4 weeks) and the day of the week they would like their subscription order to arrive. If you are a 'subscription' customer the prices for all products ordered on a subscription basis shall be those prices for the products stated on our website. We recommend that you check the website regularly.

5.2 After a customer's first subscription order, payments for further subscription orders are automatically taken at or by 9.30am 48 hours before the next delivery day. Customers will receive a notification of the upcoming order.

5.3 You have the right to cancel your subscription, either online within your Account, or via email if you notify us before the indicated cut-off time of 9.30am 48 hours before the next delivery day. We agree to cancel your Order and will not charge you. However, you must tell us if you wish to cancel your next subscription order or your whole subscription with us. Cancelling or suspending your subscription doesn’t affect your statutory rights. If you’d like to delete your Account entirely, please contact our Customer Services team on homedelivery@natoora.co.uk.

6.1 We cannot be held responsible if any goods are unavailable due to circumstances beyond our reasonable control.

6.2 We may substitute items at our own discretion. Items sent in substitution cannot be returned, If you do not wish to receive substitutions you will need to contact us.

7.1 For App Orders, our own Natoora drivers deliver orders to London and Oxford.

7.2 For App Orders placed outside London or Oxford, and for all Site Orders we use a third party courier service, DPD. Their terms and conditions apply.

7.3 Delivery will be made to the address which you specify when ordering.

7.4 You must be present to receive the delivery during the delivery time slot which you choose.

7.5 If you are not in, the Natoora or DPD driver will leave the delivery at your doorstep or at a safe place. We take no liability for your delivery beyond this point. The DPD driver will take a photo of where they have left your parcel as proof of delivery.

7.6 Our drivers adhere to government health and safety guidelines and regularly take part in our Driver Health and Safety Training scheme.

7.7 DPD couriers adhere to strict health and safety guidelines and protocols on delivery. They will leave the delivery at your door and are not, under any circumstances, able to enter your property. DPD drivers have all undergone extensive health and safety training.

7.8 You may be required to provide proof of age and identity and the reference number on our email confirming your Order and sign for the goods as proof of receipt. Otherwise the driver may refuse to deliver some or all of the goods. You can appoint a third party who is over 18 years old to accept delivery on your behalf. Such persons must also be able to provide proof of age, identity and reference number.

7.9 Risk of damage or loss to the goods (including deterioration of fresh foods) passes to you on delivery or if delivery is attempted but you are not present to accept delivery or wrongfully refuse delivery or if an incorrect address is supplied.

7.10 We will not be held responsible for any delay in delivery resulting from
circumstances beyond reasonable control such as adverse weather or traffic delays. Our liability for late delivery is limited to the price payable for the goods.

8.1 Promotional offers may be redeemed on our Platform, but this is dependent on the terms and conditions stated for each offer.

8.2 The promotional code must be entered into the Promo Code field on Natoora.com or on the Natoora Home Deliveries app for the offer to be applied.

8.3 Where a discount is applied to the total value of the Order, delivery charges are excluded from the discount.

8.4 Once a valid code has been added, the promotional code and any discounts will be shown on the checkout page.

8.5 The promotional code and any discounts will also be shown on the customer invoice.

8.6 The promotional code can be edited up until the order cut-off time on an App Order but once a Site Order has been placed, the promotional code can no longer be edited.

8.7 If the delivery date is adjusted to fall outside the promotional period, the promotional code will no longer apply.

8.8 In the case of a refund, where a promotional code was applied to an Order, items will be refunded at the discounted price.

8.9 Natoora reserves the right to amend or withdraw a promotional offer at any time.

9.1 We do not accept returns.

9.2 If you discover that any goods are missing or damaged, you must notify us immediately and we will provide a refund. We may require photos of any damaged items. DPD may ask to see any damaged items in person.

9.3 Substituted items will not be refunded.

10.1 The goods are supplied for personal and not commercial use. They may not be re-sold.

10.2 For App Orders, if cancellation of an item or a whole Order is made within 24 hours of the delivery date, it is likely the payment has already been processed. Where a refund is required, this will be processed straight away, but the refund may take 5- 10 days to reach a customer's Account.

11.1 If you are a consumer, you have the right to cancel this contract within 7 working days of delivery except in respect of perishable goods (meaning goods which are liable to deteriorate or expire rapidly) or goods which have been consumed, opened or damaged by you.

11.2 If you cancel, you must return the goods in their original packaging together with the invoice to us at your expense. Please contact us and we will tell you where to send the goods. We will refund the full amount paid by you within 30 days. We will however deduct the direct costs of recovery if this is done at our expense. We will in any case pay the cost of returning any substitute goods in the event of cancellation under this clause.

12.1 The contents of our Platform including without limitation all information, software, data, text, photographs, graphics, sound and video are protected by copyright, trade marks, service marks, patents or other proprietary rights.

12.2 Except insofar as expressly permitted in these terms and conditions, the content of our Platform may not be retrieved, displayed, modified, copied, printed, downloaded, sold, hired, reverse engineered or transmitted in any way without our prior written consent.

12.3 You may retrieve and display the content on our Platform for your personal and non-commercial use only and in connection with any actual or proposed order by you on our Platform.

12.4 You may not link to either Natoora.com or the Natoora Home Deliveries App or include Natoora.com or the Natoora Home Deliveries App within another external website without prior written permission.

13.1 Personal information collected from you is subject to our privacy policy.

13.2 Our Privacy Policy can be read here.

14.1 This section (and any other clause excluding or restricting our liability) applies to our directors, officers, employees, subcontractors, agents and affiliated companies as well as to us. Nothing in this agreement in any way limits or excludes our liability for negligence causing death or personal injury or for fraudulent misrepresentation or for anything which may not legally be excluded or limited.

14.2 Without prejudice to rest of these T&'Cs, our liability of any kind including breach of contract, tort (including negligence) or otherwise with respect to our Platform or any goods purchased via either Natoora.com and/or the Natoora Home Deliveries App shall be limited to the amount of any Order to which the claim relates or £300, whichever is higher.

14.3 In no event (including our own negligence) will we be liable for any:

- 14.3.1 economic losses (including, without limit, loss of revenues, profits,
contracts, business or anticipated savings);
- 14.3.2 loss of goodwill or reputation;
- 14.3.3 special, indirect or consequential losses; or
- 14.3.4 damage to or loss of data (even if we have been advised of the possibility of such losses) with respect to this website.

15.1 These T&Cs constitute the entire agreement between you and us in connection with the use of our Platform. Any failure by us to exercise or enforce any right or provision of these T&Cs shall not constitute a waiver of such right or provision. If any part of this agreement is deemed ineffective for any reason, the remainder shall continue in full force. A person who is not a party to this agreement shall have no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement save in relation to paragraph 9.1.

16.1 We are not liable for failure to perform or delay in performing any obligation (excluding payment) under this agreement if the failure or delay is caused by any circumstances beyond our reasonable control.

17.1 This contract shall be governed by English law and any disputes will be decided only by the English courts.