Terms and Conditions of GROCERY DELIVERY E-SERVICES UK LTD
HELLOFRESH UK TERMS AND CONDITIONS
1. INFORMATION ABOUT US
1.1 These are the website terms and conditions of Grocery Delivery E-Services UK Limited, trading as “HelloFresh” in the UK.
1.2 We operate the website www.hellofresh.co.uk (the “Website”).
1.3 This document (together with the documents referred to in it) and our Privacy Policy provide our terms and conditions, on which we will supply to you the products (“Products”) listed on our Website via one of our rolling subscription services (“Services”). You can cancel or pause your subscription at any time 5 days before your chosen or allocated delivery date (“Rolling Cut Off”) as set out in further detail below. Please read these terms and conditions carefully before ordering any Products from our Website or subscribing to one of our Services. You should understand that by ordering any of our Products or subscribing to one of our Services, you agree to be bound by these terms and conditions. You should also carefully review our Privacy Policy before placing an order for Products through our Website.
1.4 These Terms and Conditions were most recently updated on 2 July 2024 and apply to sales to consumers.
1.5 If you use or order Products after we have published any changes you will be bound by those changes. You should check prior to each use or order to ensure that you understand the precise terms & conditions applicable to your visit to our Website, or purchase.
1.6 You should print a copy of these terms and conditions for future reference.
1.7 Please tick the checkbox in the shopping basket to accept these terms and conditions. Please understand that if you refuse to accept these terms and conditions, you will not be able to order any Products from our Website.
1.8 In these terms and conditions, the words “we”, “us”, “our” and similar expressions refer to HelloFresh, a division of Grocery Delivery E-Services UK Ltd.
1.2 We operate the website www.hellofresh.co.uk (the “Website”).
1.3 This document (together with the documents referred to in it) and our Privacy Policy provide our terms and conditions, on which we will supply to you the products (“Products”) listed on our Website via one of our rolling subscription services (“Services”). You can cancel or pause your subscription at any time 5 days before your chosen or allocated delivery date (“Rolling Cut Off”) as set out in further detail below. Please read these terms and conditions carefully before ordering any Products from our Website or subscribing to one of our Services. You should understand that by ordering any of our Products or subscribing to one of our Services, you agree to be bound by these terms and conditions. You should also carefully review our Privacy Policy before placing an order for Products through our Website.
1.4 These Terms and Conditions were most recently updated on 2 July 2024 and apply to sales to consumers.
1.5 If you use or order Products after we have published any changes you will be bound by those changes. You should check prior to each use or order to ensure that you understand the precise terms & conditions applicable to your visit to our Website, or purchase.
1.6 You should print a copy of these terms and conditions for future reference.
1.7 Please tick the checkbox in the shopping basket to accept these terms and conditions. Please understand that if you refuse to accept these terms and conditions, you will not be able to order any Products from our Website.
1.8 In these terms and conditions, the words “we”, “us”, “our” and similar expressions refer to HelloFresh, a division of Grocery Delivery E-Services UK Ltd.
2. SERVICE AVAILABILITY
2.1 Our Website is only intended for use by people residing in the United Kingdom of Great Britain but excluding Northern Ireland (“Serviced Countries”). Unfortunately, we cannot accept orders from individuals outside of these Services Countries at this time, or from certain postcodes in the Scottish Highlands and Islands as detailed in these Terms & Conditions and on our Website.
3. YOUR STATUS
3.1 By placing an order through our site, you warrant that:
3.1.1 you are legally capable of entering into binding contracts;
3.1.2 you are at least 18 years old;
3.1.3 you are a resident in one of the Serviced Countries; and
3.1.4 you are accessing our Website from that country.
3.1.1 you are legally capable of entering into binding contracts;
3.1.2 you are at least 18 years old;
3.1.3 you are a resident in one of the Serviced Countries; and
3.1.4 you are accessing our Website from that country.
4. PURCHASE CONTRACT
4.1 All use of our Website and purchases made on this Website are governed by these terms and conditions. After placing an order via our Website, you will receive an email from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy Products by subscribing to a Service. Subject to our cancellation rights set out in clause 4.5 below, acceptance of your order and completion of the contract between us (the “Contract”) will take place when we dispatch the Products to you. After the Contract has been formed you will be sent a dispatch confirmation (“Dispatch Confirmation”) via email and/or SMS message as applicable from our third-party couriers.
4.2 The subscription plan to our Services consist of an initial charge and then followed by recurring period charges as agreed to by you. By entering into this Contract, you acknowledge that your subscription has an initial and recurring payment feature and you accept responsibility for all recurring charges prior to deactivation. HelloFresh may submit periodic charges without further authorisation from you, until you provide prior notice that you have terminated this authorisation or wish to change your payment method. Such notice will not affect charges submitted before HelloFresh reasonably could act. To terminate your authorisation or change your payment method please contact our customer care team via the various methods detailed on our Website.
4.3 By subscribing to HelloFresh you are agreeing to pay recurring periodic subscriptions for an indefinite time until deactivated by you or us, on the subscription terms set out in the application form you have completed on our Website. This is subject to variation in accordance with clause 4.5 below. You can deactivate your subscription at any time within the deactivation deadline. You will not be charged for any deactivation. You can re-subscribe at any time following your deactivation, but we reserve the right not to permit re-subscription where we have previously elected to terminate a subscription by you.
4.4 Cancelling or pausing your subscription is easy. You just need to go to your account area on our Website and follow these steps (this must be completed by 11:59 PM five days before the following week's delivery):
1. Log in on the HelloFresh Website;
2. Click on Your Account Settings;
3. Click on Plan Settings;
4. Click on 'Stop My Deliveries' at the bottom of the page;
5. Follow the steps to deactivate or cancel.
4.5 We reserve the right at our absolute discretion not to renew your subscription at any time without giving any reasons for our decision. Such reasons may include (but not limited to) suspicion of fraud.
4.2 The subscription plan to our Services consist of an initial charge and then followed by recurring period charges as agreed to by you. By entering into this Contract, you acknowledge that your subscription has an initial and recurring payment feature and you accept responsibility for all recurring charges prior to deactivation. HelloFresh may submit periodic charges without further authorisation from you, until you provide prior notice that you have terminated this authorisation or wish to change your payment method. Such notice will not affect charges submitted before HelloFresh reasonably could act. To terminate your authorisation or change your payment method please contact our customer care team via the various methods detailed on our Website.
4.3 By subscribing to HelloFresh you are agreeing to pay recurring periodic subscriptions for an indefinite time until deactivated by you or us, on the subscription terms set out in the application form you have completed on our Website. This is subject to variation in accordance with clause 4.5 below. You can deactivate your subscription at any time within the deactivation deadline. You will not be charged for any deactivation. You can re-subscribe at any time following your deactivation, but we reserve the right not to permit re-subscription where we have previously elected to terminate a subscription by you.
4.4 Cancelling or pausing your subscription is easy. You just need to go to your account area on our Website and follow these steps (this must be completed by 11:59 PM five days before the following week's delivery):
1. Log in on the HelloFresh Website;
2. Click on Your Account Settings;
3. Click on Plan Settings;
4. Click on 'Stop My Deliveries' at the bottom of the page;
5. Follow the steps to deactivate or cancel.
4.5 We reserve the right at our absolute discretion not to renew your subscription at any time without giving any reasons for our decision. Such reasons may include (but not limited to) suspicion of fraud.
5. OUR PRODUCTS
5.1 The images of Products on our Website are for illustrative purposes only. Your Products may differ slightly from those as displayed on our Website and food by its nature may vary in colour and size. The packaging of Products may also vary from as shown on our Website.
5.2 You are responsible for opening and inspecting the Products upon delivery and storing them correctly. You are also responsible for the preparation and cooking of our Products. We accept no liability for any loss, damage or injury arising as a result of the incorrect storage, preparation or cooking of our Products.
5.3 Our recipe cards include details of all allergens which may be contained within our Products. However, it is your responsibility for checking our packaging and Website to ensure that a Product does not contain a relevant allergen to you. Our Products include ingredients from third party suppliers who are responsible for labeling their ingredients correctly. Whilst we undertake rigorous checks in accordance with our legal obligations prior to using all third-party suppliers, in circumstances where a third party issues a product recall for whatever reason, we accept no liability for any loss, damage or injury caused by an ingredient recall or incorrect labelling.
5.4 Products are subject to availability and prevailing market conditions. In the event of non-availability of any Products you order, we may offer a reasonable substitute. It is our policy to notify you of any substitute items via email prior to delivery where possible giving you the opportunity to accept or reject the item prior to the point of delivery. If you are not happy with any substitution, please contact our customer care team via the various methods detailed on our Website.
5.5 We offer our Products at different prices depending on the number of meals selected and we offer various plans. The price of these plans are dependent on when you first signed up to receive our Products. Please see our Website to view the most recent deals and offers.
5.2 You are responsible for opening and inspecting the Products upon delivery and storing them correctly. You are also responsible for the preparation and cooking of our Products. We accept no liability for any loss, damage or injury arising as a result of the incorrect storage, preparation or cooking of our Products.
5.3 Our recipe cards include details of all allergens which may be contained within our Products. However, it is your responsibility for checking our packaging and Website to ensure that a Product does not contain a relevant allergen to you. Our Products include ingredients from third party suppliers who are responsible for labeling their ingredients correctly. Whilst we undertake rigorous checks in accordance with our legal obligations prior to using all third-party suppliers, in circumstances where a third party issues a product recall for whatever reason, we accept no liability for any loss, damage or injury caused by an ingredient recall or incorrect labelling.
5.4 Products are subject to availability and prevailing market conditions. In the event of non-availability of any Products you order, we may offer a reasonable substitute. It is our policy to notify you of any substitute items via email prior to delivery where possible giving you the opportunity to accept or reject the item prior to the point of delivery. If you are not happy with any substitution, please contact our customer care team via the various methods detailed on our Website.
5.5 We offer our Products at different prices depending on the number of meals selected and we offer various plans. The price of these plans are dependent on when you first signed up to receive our Products. Please see our Website to view the most recent deals and offers.
6. VOUCHERS AND GIFT CARDS
6.1 We may offer gift cards, discount promotions and other types of voucher (“Voucher”) which require activation by email application in order for the holder to commence delivery of Products through our Service. If paid for, the Voucher is deemed to have been sold at the time of payment for it. All of these terms and conditions shall become applicable as between us and the holder of the Voucher holder when the holder redeems the Voucher by applying for a Service to commence.
6.2 A Voucher may only be used once by its Holder and may not be copied, reproduced, distributed or published either directly or indirectly in any form or stored in a data retrieval system without our prior written approval.
6.3 We reserve the right to withdraw or deactivate any Voucher (other than a paid-up gift card) for any reason at any time.
6.4 Vouchers may only be redeemed through our Website and not through any other website or method of communication. To use your Voucher, you will be required to enter its unique code at the online checkout and use of such code will be deemed to confirm your agreement to these terms and conditions and any special conditions attached to the Voucher.
6.5 HelloFresh may offer a range of ‘Refer a Friend’ offers from time to time. The offer may entitle the HelloFresh customer to receive account credit for referring their friends, provided that their referral signs up to HelloFresh. The ‘Refer a Friend’ offer provided from time to time entitles the receiver to a limited discount. This offer is strictly for new customers only and can only be redeemed once per person and per household. By providing the contact details of any individual, the HelloFresh customer confirms that the relevant individual has explicitly consented to their personal details being shared with HelloFresh.
6.6 Any discounts attached to Vouchers apply to the price of the Products ordered only and not to delivery charges, which will be chargeable at normal rates.
6.7 Vouchers (including credits to your accounts) are not available for use in connection with surcharge items, premium items or extras. We reserve the right to exclude the use of Voucher codes on specific products.
6.8 We reserve the right to exclude the use of Voucher codes on specific products, including (but not limited to) Vouchers linked to regular HelloFresh subscription Services cannot be used on the HelloFresh promotional boxes. Vouchers will not be applied in conjunction with any existing account credits.
6.9 We reserve the right to cancel Vouchers at any time. We also reserve the right to reject Voucher codes if we suspect any fraud.
6.2 A Voucher may only be used once by its Holder and may not be copied, reproduced, distributed or published either directly or indirectly in any form or stored in a data retrieval system without our prior written approval.
6.3 We reserve the right to withdraw or deactivate any Voucher (other than a paid-up gift card) for any reason at any time.
6.4 Vouchers may only be redeemed through our Website and not through any other website or method of communication. To use your Voucher, you will be required to enter its unique code at the online checkout and use of such code will be deemed to confirm your agreement to these terms and conditions and any special conditions attached to the Voucher.
6.5 HelloFresh may offer a range of ‘Refer a Friend’ offers from time to time. The offer may entitle the HelloFresh customer to receive account credit for referring their friends, provided that their referral signs up to HelloFresh. The ‘Refer a Friend’ offer provided from time to time entitles the receiver to a limited discount. This offer is strictly for new customers only and can only be redeemed once per person and per household. By providing the contact details of any individual, the HelloFresh customer confirms that the relevant individual has explicitly consented to their personal details being shared with HelloFresh.
6.6 Any discounts attached to Vouchers apply to the price of the Products ordered only and not to delivery charges, which will be chargeable at normal rates.
6.7 Vouchers (including credits to your accounts) are not available for use in connection with surcharge items, premium items or extras. We reserve the right to exclude the use of Voucher codes on specific products.
6.8 We reserve the right to exclude the use of Voucher codes on specific products, including (but not limited to) Vouchers linked to regular HelloFresh subscription Services cannot be used on the HelloFresh promotional boxes. Vouchers will not be applied in conjunction with any existing account credits.
6.9 We reserve the right to cancel Vouchers at any time. We also reserve the right to reject Voucher codes if we suspect any fraud.
7. COMPETITIONS AND GIVEAWAYS
7.1 HelloFresh may promote competitions or giveaways from time to time. In the event of any conflict or inconsistency with any other terms and conditions or communications for HelloFresh competitions, the specific terms and conditions will prevail. Entry/claim instructions are deemed to form part of the terms and conditions and by participating all claimants will be deemed to have accepted and be bound by the terms and conditions. Please retain a copy for your information.
7.2 The Promoter will be HelloFresh. For details of the Supplier, promotional period, entry instructions, please see individual promotion information. Eligibility: Promotions, giveaways and competitions (collectively “Prize Promotions”) are valid for UK residents only (including Jersey and Guernsey), excluding Scottish Highlands & Islands. Entrants must be aged 18 years or over, excluding employees and their immediate families (spouse, parent, child, sibling, grandparent and/or “step” family), of The Promoter, associated agents or anyone professionally connected with the prize promotion.
7.3 Winner Selection / notification: Prize draw winner(s) will be randomly selected by a computerised random generator from all entries. Skills based entries shall be judged based on the judging criteria as set out in the promotion.
7.4 Winner Notification: Where notification is required, the winner(s) will be notified via direct message on the platform they have entered through within 14 days of the closing date. Where applicable, Prize will be automatically allocated to the winner's HelloFresh account or HelloFresh will organise for box delivery the week following confirmation with the winner.
7.5 Promoter’s decision is final and binding. No correspondence will be entered into.
7.6 Prizes must be accepted as offered by the named winner. There is no cash or alternative prizes, in whole or part. The prizes are not transferable and cannot be resold.
7.7 The Promoter reserves the right to substitute a prize of equal or greater value should circumstances outside its control make this necessary.
7.8 The Promoter reserves the right to verify winners and ask for proof of identity, age and address and to withdraw prize entitlement where there are reasonable grounds to believe there has been a breach of these terms and conditions.
7.9 You agree that if you are a winner, you will take part in and cooperate fully with reasonable publicity and to the use of your name, photograph and any comments in such publicity without any fee being payable.
7.10 Where a prize is provided by a Supplier, the Promoter accepts no responsibility for inaccuracy of any prize description, and The Supplier is responsible for prize fulfilment.
7.11 The Promoter and the Supplier reserve the right to cancel, amend, withdraw, terminate or temporarily suspend this promotion in the event of any unforeseen circumstances or technical reason outside its reasonable control, with no liability to any entrants or third parties but will use all reasonable endeavours to avoid consumer disappointment.
7.12 Data Protection: Any personal information that entrants share with the Promoter will be kept secure and only used in line with these terms and conditions unless the entrant has opted in to future marketing from the Promoter and/or the Supplier. By entering the promotion, entrants agree that their information may be used by the Promoter to administer the promotion.
7.2 The Promoter will be HelloFresh. For details of the Supplier, promotional period, entry instructions, please see individual promotion information. Eligibility: Promotions, giveaways and competitions (collectively “Prize Promotions”) are valid for UK residents only (including Jersey and Guernsey), excluding Scottish Highlands & Islands. Entrants must be aged 18 years or over, excluding employees and their immediate families (spouse, parent, child, sibling, grandparent and/or “step” family), of The Promoter, associated agents or anyone professionally connected with the prize promotion.
7.3 Winner Selection / notification: Prize draw winner(s) will be randomly selected by a computerised random generator from all entries. Skills based entries shall be judged based on the judging criteria as set out in the promotion.
7.4 Winner Notification: Where notification is required, the winner(s) will be notified via direct message on the platform they have entered through within 14 days of the closing date. Where applicable, Prize will be automatically allocated to the winner's HelloFresh account or HelloFresh will organise for box delivery the week following confirmation with the winner.
7.5 Promoter’s decision is final and binding. No correspondence will be entered into.
7.6 Prizes must be accepted as offered by the named winner. There is no cash or alternative prizes, in whole or part. The prizes are not transferable and cannot be resold.
7.7 The Promoter reserves the right to substitute a prize of equal or greater value should circumstances outside its control make this necessary.
7.8 The Promoter reserves the right to verify winners and ask for proof of identity, age and address and to withdraw prize entitlement where there are reasonable grounds to believe there has been a breach of these terms and conditions.
7.9 You agree that if you are a winner, you will take part in and cooperate fully with reasonable publicity and to the use of your name, photograph and any comments in such publicity without any fee being payable.
7.10 Where a prize is provided by a Supplier, the Promoter accepts no responsibility for inaccuracy of any prize description, and The Supplier is responsible for prize fulfilment.
7.11 The Promoter and the Supplier reserve the right to cancel, amend, withdraw, terminate or temporarily suspend this promotion in the event of any unforeseen circumstances or technical reason outside its reasonable control, with no liability to any entrants or third parties but will use all reasonable endeavours to avoid consumer disappointment.
7.12 Data Protection: Any personal information that entrants share with the Promoter will be kept secure and only used in line with these terms and conditions unless the entrant has opted in to future marketing from the Promoter and/or the Supplier. By entering the promotion, entrants agree that their information may be used by the Promoter to administer the promotion.
8. CONSUMER RIGHTS
8.1 You may deactivate an order, or cancel your subscription at any time. To do so, please follow the steps outlined above in clause 4.4.
8.2 If you wish to cancel your order prior to receiving your first box, please contact our customer care team via the various methods detailed on our Website prior to 11:59 PM five days before your delivery date. Your first box cannot be cancelled via your Website account.
8.3 As our Products contain fresh and perishable food, you are not entitled to the regular rights of consumers to return goods within 14 days after you receive them simply because you change your mind. There is an exemption pursuant to regulation 27(1)(c) of the Consumer Contracts (Information, Deactivation and Additional Charges) Regulations 2013, that confirms that contracts for the supply of goods are exempt from the right to withdrawal if those goods are liable to deteriorate or expire rapidly. This does not affect your right to cancel your subscription in line with the details set out above.
8.2 If you wish to cancel your order prior to receiving your first box, please contact our customer care team via the various methods detailed on our Website prior to 11:59 PM five days before your delivery date. Your first box cannot be cancelled via your Website account.
8.3 As our Products contain fresh and perishable food, you are not entitled to the regular rights of consumers to return goods within 14 days after you receive them simply because you change your mind. There is an exemption pursuant to regulation 27(1)(c) of the Consumer Contracts (Information, Deactivation and Additional Charges) Regulations 2013, that confirms that contracts for the supply of goods are exempt from the right to withdrawal if those goods are liable to deteriorate or expire rapidly. This does not affect your right to cancel your subscription in line with the details set out above.
9. AVAILABILITY AND DELIVERY
9.1 HelloFresh (or our authorised couriers) cannot be delivered to a limited number of postcodes, please check our website for further details. All non-mainland UK territories including (but not limited to) GY, JE, IM, will incur a surcharge. Customers will be notified of the relevant surcharge before placing an order. Our customer care team can provide more information on delivery locations.
9.2 Delivery windows stated on our Website or via Email are an indication, and not a guarantee of delivery within this window. We reserve the right to deliver your box at any point on the day of delivery set out in the dispatch confirmation for mainland UK territories.
9.3 Orders to be delivered to non-mainland UK territories (including the Highlands) may be transported by ferry or less accessible transport routes. We will endeavour to deliver your box on the delivery day set out in the dispatch confirmation, however we are unable to guarantee that your box will be delivered on the delivery day due to factors outside of our control (such as ferry timetables and/or cancellations, or severe adverse weather conditions). Our contractual obligation to you will be fulfilled where we deliver your box to you at any point up to one (1) day after your scheduled delivery day. If transportation prevents, hinders or delays delivery of your box for a period of more than 1 day after your scheduled delivery day, we will compensate you accordingly for any directly incurred loss in line with our internal policies and procedures.
9.4 New customers or those inactive for over 52 weeks may be eligible for faster delivery (including, but not limited to, next day delivery or delivery 2 days after your order). Availability of delivery speeds depends on stock availability, delivery location, courier services and a range of other factors. You will be notified of the next available delivery slot at checkout. To qualify, orders must be completed before the stated cut-off time. If recipes are not selected before the stated cut-off time, default options will be sent.
9.5 HelloFresh uses its own refrigerated last mile delivery fleet (“Own Fleet”) to a limited number of postcodes in the UK and for certain customers who select and pay a surcharge for a specific delivery window. If such circumstances apply to your order, you will be notified at the point of sale (or as soon as reasonably applicable after). To reduce their environmental impact, some Own Fleet deliveries may be made without ice packs, or some secondary packaging in the boxes. Therefore, you will need to ensure that you, or an authorised person over the age of 18, are at home for the entirety of the delivery window so that delivery can be completed without any leave safe instructions. If delivery cannot be completed in the applicable delivery window (for any reason), we may (at our discretion) take reasonable steps to attempt redelivery on the same day, and/or deliver in accordance with your verbal and/or written instructions, provided at your own risk to our delivery drivers or customer care agents. HelloFresh will not be liable in any way for any loss or damage suffered as a result of complying with customer delivery instructions, or in circumstances where any Own Fleet deliveries cannot be completed. You are obliged to bear all expenses related to any default of acceptance.
9.6 Delivery will be completed when we, or our authorised courier company, deliver the Products to the address you gave us. If no one is available at your address to take delivery, we, or our authorised courier company, will follow the delivery instructions provided to us by you. If no leave safe instructions are specified, the order will be left in an area that the authorised courier company considers safe.
9.7 The leave safe location specified by you shall be within the area of the delivery address and shall be accessible to the courier. We will endeavour to follow any delivery instructions you provide but this cannot be guaranteed.
9.8 We, or the courier company may try to contact you on the telephone so that delivery can take place. The delivery driver will use the telephone number associated with your account, which may also be printed on the delivery label.
9.9 HelloFresh’s obligation to deliver the box shall be fulfilled once the courier delivers the box at the safe spot specified by you or the box is considered safe by us, or the courier.
9.10 Apart from Own Fleet deliveries, if the personal handover of the box is not possible and no leave safe is available HelloFresh may also deliver the box to a nearby household or business. A household or business shall be regarded ‘nearby’ if the recipient resides in the same building as the original addressee. In addition, the box may also be delivered to a recipient residing in proximate walking distance to the delivery address (e.g. same housing complex, building on the opposite side of the street, next-door building). All aforementioned nearby households and businesses are subsequently referred to as “neighbours”.
9.11 The customer will be notified of such delivery to a neighbour by delivery notice or via email.
9.12 If neither a personal handover nor a delivery to a neighbour is possible, you will be in default of acceptance.
9.13 HelloFresh will not attempt a further delivery. You are obliged to bear all expenses related to any default of acceptance.
9.14 HelloFresh reserves the right to change your delivery date with prior notice. If we have left your Products in your safe place, or another place deemed safe by our driver, and they are stolen or damaged, we do not accept liability, but may offer you a refund or other compensation at our complete discretion.
9.2 Delivery windows stated on our Website or via Email are an indication, and not a guarantee of delivery within this window. We reserve the right to deliver your box at any point on the day of delivery set out in the dispatch confirmation for mainland UK territories.
9.3 Orders to be delivered to non-mainland UK territories (including the Highlands) may be transported by ferry or less accessible transport routes. We will endeavour to deliver your box on the delivery day set out in the dispatch confirmation, however we are unable to guarantee that your box will be delivered on the delivery day due to factors outside of our control (such as ferry timetables and/or cancellations, or severe adverse weather conditions). Our contractual obligation to you will be fulfilled where we deliver your box to you at any point up to one (1) day after your scheduled delivery day. If transportation prevents, hinders or delays delivery of your box for a period of more than 1 day after your scheduled delivery day, we will compensate you accordingly for any directly incurred loss in line with our internal policies and procedures.
9.4 New customers or those inactive for over 52 weeks may be eligible for faster delivery (including, but not limited to, next day delivery or delivery 2 days after your order). Availability of delivery speeds depends on stock availability, delivery location, courier services and a range of other factors. You will be notified of the next available delivery slot at checkout. To qualify, orders must be completed before the stated cut-off time. If recipes are not selected before the stated cut-off time, default options will be sent.
9.5 HelloFresh uses its own refrigerated last mile delivery fleet (“Own Fleet”) to a limited number of postcodes in the UK and for certain customers who select and pay a surcharge for a specific delivery window. If such circumstances apply to your order, you will be notified at the point of sale (or as soon as reasonably applicable after). To reduce their environmental impact, some Own Fleet deliveries may be made without ice packs, or some secondary packaging in the boxes. Therefore, you will need to ensure that you, or an authorised person over the age of 18, are at home for the entirety of the delivery window so that delivery can be completed without any leave safe instructions. If delivery cannot be completed in the applicable delivery window (for any reason), we may (at our discretion) take reasonable steps to attempt redelivery on the same day, and/or deliver in accordance with your verbal and/or written instructions, provided at your own risk to our delivery drivers or customer care agents. HelloFresh will not be liable in any way for any loss or damage suffered as a result of complying with customer delivery instructions, or in circumstances where any Own Fleet deliveries cannot be completed. You are obliged to bear all expenses related to any default of acceptance.
9.6 Delivery will be completed when we, or our authorised courier company, deliver the Products to the address you gave us. If no one is available at your address to take delivery, we, or our authorised courier company, will follow the delivery instructions provided to us by you. If no leave safe instructions are specified, the order will be left in an area that the authorised courier company considers safe.
9.7 The leave safe location specified by you shall be within the area of the delivery address and shall be accessible to the courier. We will endeavour to follow any delivery instructions you provide but this cannot be guaranteed.
9.8 We, or the courier company may try to contact you on the telephone so that delivery can take place. The delivery driver will use the telephone number associated with your account, which may also be printed on the delivery label.
9.9 HelloFresh’s obligation to deliver the box shall be fulfilled once the courier delivers the box at the safe spot specified by you or the box is considered safe by us, or the courier.
9.10 Apart from Own Fleet deliveries, if the personal handover of the box is not possible and no leave safe is available HelloFresh may also deliver the box to a nearby household or business. A household or business shall be regarded ‘nearby’ if the recipient resides in the same building as the original addressee. In addition, the box may also be delivered to a recipient residing in proximate walking distance to the delivery address (e.g. same housing complex, building on the opposite side of the street, next-door building). All aforementioned nearby households and businesses are subsequently referred to as “neighbours”.
9.11 The customer will be notified of such delivery to a neighbour by delivery notice or via email.
9.12 If neither a personal handover nor a delivery to a neighbour is possible, you will be in default of acceptance.
9.13 HelloFresh will not attempt a further delivery. You are obliged to bear all expenses related to any default of acceptance.
9.14 HelloFresh reserves the right to change your delivery date with prior notice. If we have left your Products in your safe place, or another place deemed safe by our driver, and they are stolen or damaged, we do not accept liability, but may offer you a refund or other compensation at our complete discretion.
10. RISK AND TITLE
10.1 Once the delivery is completed, according to the preceding paragraph (i.e. signed for by a customer, left in a safe spot as specified by the customer or considered safe by authorised courier company, or delivered to a neighbour if no leave safe is provided or available) the risk of any damage or loss of the box will be with the customer. HelloFresh shall not be held liable for any damage, defect or loss which may occur thereafter.
10.2 You are fully responsible for any damages or losses due to any ambiguity regarding the safe spot specified by you. HelloFresh is not obliged to review the safe spot as to its general suitability.
10.3 Refusal of the box does not negate the charge for the Services. HelloFresh will not be liable for any losses sustained by the customer relating to a refusal of delivery by our authorised courier company.
10.2 You are fully responsible for any damages or losses due to any ambiguity regarding the safe spot specified by you. HelloFresh is not obliged to review the safe spot as to its general suitability.
10.3 Refusal of the box does not negate the charge for the Services. HelloFresh will not be liable for any losses sustained by the customer relating to a refusal of delivery by our authorised courier company.
11. PRICE AND PAYMENT
11.1 The price of the Products and delivery charges will be as quoted on our Website when your subscription is created except for in cases of obvious error.
11.2 All subsequent orders will be the same cost unless a change is made to the subscription by the customer e.g. change of box type.
11.3 In all Service Countries Product prices include VAT where applicable.
11.4 Product prices and delivery charges are liable to change at any time, but the changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.
11.5 Payment for all Products and Services must be by credit or debit card. We accept payment with Visa and Mastercard, Amex, Apple Pay and PayPal. HelloFresh will automatically charge alternative payment methods associated with your account if a primary payment method is declined or no longer available.
11.6 Please note our third party payment providers may make a temporary charge of up to £1.00 GBP against your payment method. This may appear in your transaction history to verify that your card is working but will be automatically refunded once your payment method is verified.
11.7 Payment details are stored securely by a third party to allow recurring payment for future orders. Further details are set out in our privacy policy available on our Website. HelloFresh does not have access to view your full credit or debit card details.
11.8 Payment is processed the morning after your allocated order deadline (e.g. for a Rolling Cut-Off on Tuesday at midnight payment for the order will be processed Wednesday morning).
11.9 If payment for your order is unsuccessful the Product may still be dispatched and the sale will be deemed to have occurred.
11.9.1 In such circumstances HelloFresh will reattempt payment through the recurring payment method.
11.9.2 It is your responsibility to ensure sufficient funds are available to process the payment for the order or update payment details if required.
11.10 If our third-party payment provider has new card details (e.g. your previous card expired or was lost or stolen) these will be updated on our system automatically in order to process future payments on your subscription.
11.2 All subsequent orders will be the same cost unless a change is made to the subscription by the customer e.g. change of box type.
11.3 In all Service Countries Product prices include VAT where applicable.
11.4 Product prices and delivery charges are liable to change at any time, but the changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.
11.5 Payment for all Products and Services must be by credit or debit card. We accept payment with Visa and Mastercard, Amex, Apple Pay and PayPal. HelloFresh will automatically charge alternative payment methods associated with your account if a primary payment method is declined or no longer available.
11.6 Please note our third party payment providers may make a temporary charge of up to £1.00 GBP against your payment method. This may appear in your transaction history to verify that your card is working but will be automatically refunded once your payment method is verified.
11.7 Payment details are stored securely by a third party to allow recurring payment for future orders. Further details are set out in our privacy policy available on our Website. HelloFresh does not have access to view your full credit or debit card details.
11.8 Payment is processed the morning after your allocated order deadline (e.g. for a Rolling Cut-Off on Tuesday at midnight payment for the order will be processed Wednesday morning).
11.9 If payment for your order is unsuccessful the Product may still be dispatched and the sale will be deemed to have occurred.
11.9.1 In such circumstances HelloFresh will reattempt payment through the recurring payment method.
11.9.2 It is your responsibility to ensure sufficient funds are available to process the payment for the order or update payment details if required.
11.10 If our third-party payment provider has new card details (e.g. your previous card expired or was lost or stolen) these will be updated on our system automatically in order to process future payments on your subscription.
12. PAYMENT COLLECTION
12.1 If payment is not processed when re-attempted by HelloFresh we reserve the right to recover the debt through alternative means, either directly or through a third party debt collection agency who will contact you directly on our behalf.
12.2 HelloFresh may contact you via email, letter, call or SMS to retrieve the funds.
12.3 If you fail to settle the outstanding balance or contact HelloFresh within ten days of the delivery date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of our bank at the time the debt was incurred. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any outstanding amount.
12.4 If the payment has not been settled or we do not gain any satisfactory guarantee for payment your contact details and order information may be referred to a third-party debt collection agency who will contact you on our behalf. You will be liable for any fees or charges incurred due to this referral.
12.5 We reserve the right to suspend or terminate your service when there is an outstanding balance on your HelloFresh account.
12.2 HelloFresh may contact you via email, letter, call or SMS to retrieve the funds.
12.3 If you fail to settle the outstanding balance or contact HelloFresh within ten days of the delivery date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of our bank at the time the debt was incurred. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any outstanding amount.
12.4 If the payment has not been settled or we do not gain any satisfactory guarantee for payment your contact details and order information may be referred to a third-party debt collection agency who will contact you on our behalf. You will be liable for any fees or charges incurred due to this referral.
12.5 We reserve the right to suspend or terminate your service when there is an outstanding balance on your HelloFresh account.
13. PREMIUM RECIPES
13.1 Your HelloFresh credit is unable to be used to pay for a premium or other surcharge recipe, the charge must be paid for by your payment details on your account.
13.2 If you have selected a premium or surcharge recipe the applicable surcharge may be charged. This is a separate order from the box order and will be charged as a separate transaction.
13.3 The payment is processed the morning after the cut off passes as mentioned above. This includes if you select a Premium recipe for your first order.
13.2 If you have selected a premium or surcharge recipe the applicable surcharge may be charged. This is a separate order from the box order and will be charged as a separate transaction.
13.3 The payment is processed the morning after the cut off passes as mentioned above. This includes if you select a Premium recipe for your first order.
14. LOYALTY PROGRAMME
14.1 HelloFresh may offer a loyalty programme from time to time. When customers order enough boxes to earn a ‘Fresh Reward’, the reward will automatically be applied to the customers HelloFresh account. HelloFresh is permitted to change or cancel the loyalty programme at any time with no prior written notice to HelloFresh customers.
15. OUR REFUNDS POLICY
15.1 If you are unhappy with your box for a legitimate reason such as: the box was missing ingredients, the box was damaged or the box did not arrive, we will offer an appropriate refund as long as it can be shown that the box you were charged for was not supplied as it should have been.
16. WARRANTY
16.1 We warrant to you that any Product purchased from us through our Website will, on delivery, conform with its description, be of satisfactory quality, and be reasonably fit for all the purposes for which products of that kind are commonly supplied.
17. OUR LIABILITY
17.1 Subject to clause 17.2, if we fail to comply with these terms and conditions, we shall only be liable to you for the purchase price of the Products.
17.2 Nothing in this agreement excludes or limits our liability for:
17.2.1 Death or personal injury caused by our negligence;
17.2.2 Fraud or fraudulent misrepresentation;
17.2.3 Any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
17.2.4 Defective products under the Consumer Protection Act 1987; or
17.2.5 Any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.
17.2 Nothing in this agreement excludes or limits our liability for:
17.2.1 Death or personal injury caused by our negligence;
17.2.2 Fraud or fraudulent misrepresentation;
17.2.3 Any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
17.2.4 Defective products under the Consumer Protection Act 1987; or
17.2.5 Any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.
18. WRITTEN COMMUNICATIONS
18.1 Applicable laws require that some of the information or communications we send to you should be in writing. When using our Website, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our Website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
19. NOTICES
19.1 All notices given by you to us must be addressed to Grocery Delivery E-Services Uk Limited (T/A HelloFresh) at our registered office. We may give notice to you at either the e-mail or postal address you provide to us when placing an order, or in any of the ways specified in clause 16 above. Notice will be deemed received and properly served immediately when posted on our Website, 24 hours after an email is sent, or two days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee.
20. TRANSFER OF RIGHTS AND OBLIGATIONS
20.1 The Contract between you and us is binding on you and us and on our respective successors and assignees.
20.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.
20.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
20.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.
20.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
21. INTELLECTUAL PROPERTY RIGHTS
21.1 We are the owner or the licensee of all intellectual property rights in our Website, whether registered or unregistered, and in the material published on it. These works are protected by copyright laws and all such rights are reserved.
21.2 You may print off one copy, and may download extracts, of any pages from our Website for your personal reference. You must not use any part of our copyright materials for commercial purposes without first obtaining a licence to do so from us and our licensors.
21.3 If you post comments on the Products or Services to any Website, blog or social media network (Commentary) you must ensure that such commentary represents your fairly-held opinions. By subscribing to the Services you irrevocably authorise us to quote from your commentary on our Website and in any advertising or social media outlets which we may create or contribute to.
21.2 You may print off one copy, and may download extracts, of any pages from our Website for your personal reference. You must not use any part of our copyright materials for commercial purposes without first obtaining a licence to do so from us and our licensors.
21.3 If you post comments on the Products or Services to any Website, blog or social media network (Commentary) you must ensure that such commentary represents your fairly-held opinions. By subscribing to the Services you irrevocably authorise us to quote from your commentary on our Website and in any advertising or social media outlets which we may create or contribute to.
22. EVENTS OUTSIDE OUR CONTROL
22.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).
22.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: 22.2.1 Strikes, lock-outs or other industrial action;
22.2.2 Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
22.2.3 Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
22.2.4 Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
22.2.5 Impossibility of the use of public or private telecommunications networks;
22.2.6 The acts, decrees, legislation, regulations or restrictions of any government; and
22.2.7 Pandemics or epidemics.
22.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
22.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: 22.2.1 Strikes, lock-outs or other industrial action;
22.2.2 Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
22.2.3 Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
22.2.4 Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
22.2.5 Impossibility of the use of public or private telecommunications networks;
22.2.6 The acts, decrees, legislation, regulations or restrictions of any government; and
22.2.7 Pandemics or epidemics.
22.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
23. WAIVER
23.1 If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this will not constitute a waiver of such rights or remedies and will not relieve you from compliance with such obligations.
23.2 A waiver by us of any default will not constitute a waiver of any subsequent default.
23.3 No waiver by us of any of these terms and conditions will be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with clause 15 above.
23.2 A waiver by us of any default will not constitute a waiver of any subsequent default.
23.3 No waiver by us of any of these terms and conditions will be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with clause 15 above.
24. SEVERABILITY
24.1 If any of these terms and conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
25. ENTIRE AGREEMENT
25.1 These terms and conditions and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the subject matter of any Contract.
25.2 We each acknowledge that, in entering into a Contract, neither of us relies on any representation or warranty (whether made innocently or negligently) that is not set out in these terms and conditions or the documents referred to in them.
25.3 Each of us agrees that our only liability in respect of those representations and warranties that are set out in this agreement (whether made innocently or negligently) will be for breach of contract.
25.4 Nothing in this clause limits or excludes any liability for fraud.
25.2 We each acknowledge that, in entering into a Contract, neither of us relies on any representation or warranty (whether made innocently or negligently) that is not set out in these terms and conditions or the documents referred to in them.
25.3 Each of us agrees that our only liability in respect of those representations and warranties that are set out in this agreement (whether made innocently or negligently) will be for breach of contract.
25.4 Nothing in this clause limits or excludes any liability for fraud.
26. OUR RIGHT TO VARY THESE TERMS AND CONDITIONS
26.1 We have the right to revise and amend these terms and conditions (including the Privacy Policy) from time to time without prior notice to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities.
26.2 You will be subject to the policies and terms and conditions in force at the time that you order Products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the Products).
26.2 You will be subject to the policies and terms and conditions in force at the time that you order Products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the Products).
27. LAW AND JURISDICTION
27.1 Contracts for the purchase of Products through our Website and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by English law. Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) will be subject to the non-exclusive jurisdiction of the courts of England and Wales.
HelloFresh Cash Terms & Conditions
- HelloFresh allows you to load a non-refundable amount on your customer account (“HelloFresh Cash”). You can use HelloFresh Cash for future purchases of goods and services available on our Website in the UK. These HelloFresh Cash Terms apply to your use of the HelloFresh Cash feature and apply together with the Hello Fresh UK Terms and Conditions. In the event of conflict with these terms, these HelloFresh Cash Terms have priority.
- You may load HelloFresh Cash using the payment methods provided on our Website. Your HelloFresh Cash account has a maximum balance of £250 at any time and a minimum load amount for each transaction may also apply. HelloFresh may amend these limits at any time without notice. Your HelloFresh Cash balance can be viewed in your customer account. HelloFresh Cash does not have an equivalent amount in real currency and cannot be exchanged for cash. Once an amount has been loaded, no refunds will be provided.
- If the HelloFresh Cash balance on your customer account is not sufficient to pay the total amount of an order, HelloFresh will use an additional payment method made available by you for the remaining balance of the order. HelloFresh reserves the right to use any amount loaded as HelloFresh Cash to settle any amount due for previous unpaid orders.
- HelloFresh Cash that you add will expire at the end of the third calendar year following the year it was loaded. For example, an amount that you load at any time during 2025 will remain valid until the end of 2028.
- HelloFresh Cash is not transferable and can only be used on your customer account. For the avoidance of doubt, HelloFresh Cash cannot be used for any brand operated by HelloFresh other than the brand of the Website where it was added.
- HelloFresh may suspend, terminate or limit the functionality or usage of HelloFresh Cash on your customer account by giving you reasonable prior notice. We will not give you notice where we have reasonable grounds for believing that immediate termination, limitation or suspension is required (including, without limitation, if we reasonably suspect fraudulent or abusive use, if we are subject to a legal obligation or if you are in breach of our Terms).
- HelloFresh does not represent or warrant that the HelloFresh Cash payment method will always be available.
- Any amount loaded to HelloFresh Cash is not covered by the Financial Services Compensation Scheme. In the unlikely event that the issuer of this product becomes insolvent, some or all of the amount held may not be available to be spent.
- It is your responsibility to keep your HelloFresh account credentials secure. HelloFresh is not responsible for any unauthorised use of your HelloFresh Cash.
- In the event that HelloFresh discontinues the HelloFresh Cash function without reasonable notice or otherwise has a legal obligation to return any amount contributed towards HelloFresh Cash by You, any refund will be processed in accordance with applicable law. Under no circumstances will HelloFresh refund any amount that exceeds the monetary amount loaded by You.
- We reserve the right to amend the HelloFresh Cash terms and conditions from time to time, where we consider it reasonable and necessary to do so.