HELLOFRESH UK TERMS AND CONDITIONS
1. INFORMATION ABOUT US
1.1 These are the terms and conditions of Grocery Delivery E-Services UK Limited, trading as “HelloFresh” in the UK. We operate the website www.hellofresh.co.uk and the HelloFresh mobile application in the UK (the “Website”).
1.2 This document, together with our Privacy Policy and any other documents referred to, sets out the terms and conditions on which we supply the products listed on our Website (the "Products") via a rolling subscription service (the "Services"). You may cancel or pause your subscription at any time, provided you do so no later than five days prior to your next scheduled delivery date (the "Rolling Cut Off"), as further explained below.
1.3 These terms and conditions were last updated on 7 July 2025 and apply to your use of the Website and all sales made to consumers. By placing an order or subscribing to our Services, you agree to be legally bound by these terms and conditions.
1.4 We may amend these terms and conditions from time to time. Continued use of our Website or Services after any changes are published constitutes acceptance of those changes. You should review these terms each time you use the Website or place an order to ensure you understand the terms that apply at that time. We also recommend that you print or save a copy of these terms and conditions for your records.
1.5 Before placing an order, you must accept these terms and conditions by ticking the relevant checkbox at checkout. If you do not accept the terms, you will not be able to order Products via our Website. 1.6 In these terms and conditions, “HelloFresh”, "we", "us", "our" and similar expressions refer to Grocery Delivery E-Services UK Limited.
1.2 This document, together with our Privacy Policy and any other documents referred to, sets out the terms and conditions on which we supply the products listed on our Website (the "Products") via a rolling subscription service (the "Services"). You may cancel or pause your subscription at any time, provided you do so no later than five days prior to your next scheduled delivery date (the "Rolling Cut Off"), as further explained below.
1.3 These terms and conditions were last updated on 7 July 2025 and apply to your use of the Website and all sales made to consumers. By placing an order or subscribing to our Services, you agree to be legally bound by these terms and conditions.
1.4 We may amend these terms and conditions from time to time. Continued use of our Website or Services after any changes are published constitutes acceptance of those changes. You should review these terms each time you use the Website or place an order to ensure you understand the terms that apply at that time. We also recommend that you print or save a copy of these terms and conditions for your records.
1.5 Before placing an order, you must accept these terms and conditions by ticking the relevant checkbox at checkout. If you do not accept the terms, you will not be able to order Products via our Website. 1.6 In these terms and conditions, “HelloFresh”, "we", "us", "our" and similar expressions refer to Grocery Delivery E-Services UK Limited.
2. SERVICE AVAILABILITY
Our Website is intended solely for use by individuals residing in the United Kingdom, Jersey and Guernsey (“Serviced Countries”). We do not accept orders from individuals outside of the Services Countries, from certain postcodes in the Scottish Highlands and Islands, or as otherwise detailed on our Website from time to time.
3. YOUR STATUS
By placing an order through our site, you warrant that: (a) you are legally capable of entering into binding contracts; (b) you are at least 18 years old; (c) you are a resident in one of the Serviced Countries; (d) you are accessing our Website from that country; and (e) you have not created more than one account or used multiple accounts to obtain promotional benefits.
4. PURCHASE CONTRACT
4.1 Your order constitutes an offer to purchase Products by subscribing to the Services. A contract is formed only when we send you an email confirming that your order has been accepted.
4.2 You acknowledge that the subscription plan to our Services consists of an initial charge followed by recurring charges. You accept responsibility for all recurring charges prior to deactivation. HelloFresh is authorised to charge your payment method on a recurring basis unless and until you notify us that you wish to terminate this authorisation or change your payment method. To provide such notice, please contact our customer care team via the methods described on our Website. Such notice will not affect charges submitted before HelloFresh could reasonably act.
4.3 By subscribing to HelloFresh, you agree to pay recurring subscription charges for an indefinite duration, unless and until your subscription is deactivated by you or terminated by us. The subscription terms are set out in the form you complete on our Website. You may deactivate your subscription at any time before the applicable deactivation deadline. No charges will apply for deactivation. You may re-subscribe at any time following deactivation; however, we reserve the right to refuse re-subscription.
4.4 You can cancel or pause your subscription at any time before the Rolling Cut-Off. To do so, follow these steps via your customer account: (a) log in on www.HelloFresh.co.uk; (b) navigate to Account Settings; (c) select Plan Settings; and (d) follow the steps to deactivate or cancel at the bottom of the page.
4.5 We reserve the right at our discretion not to renew your subscription at any time without giving any reasons for our decision. This may include, but is not limited to, where we reasonably suspect fraud or misuse.
4.2 You acknowledge that the subscription plan to our Services consists of an initial charge followed by recurring charges. You accept responsibility for all recurring charges prior to deactivation. HelloFresh is authorised to charge your payment method on a recurring basis unless and until you notify us that you wish to terminate this authorisation or change your payment method. To provide such notice, please contact our customer care team via the methods described on our Website. Such notice will not affect charges submitted before HelloFresh could reasonably act.
4.3 By subscribing to HelloFresh, you agree to pay recurring subscription charges for an indefinite duration, unless and until your subscription is deactivated by you or terminated by us. The subscription terms are set out in the form you complete on our Website. You may deactivate your subscription at any time before the applicable deactivation deadline. No charges will apply for deactivation. You may re-subscribe at any time following deactivation; however, we reserve the right to refuse re-subscription.
4.4 You can cancel or pause your subscription at any time before the Rolling Cut-Off. To do so, follow these steps via your customer account: (a) log in on www.HelloFresh.co.uk; (b) navigate to Account Settings; (c) select Plan Settings; and (d) follow the steps to deactivate or cancel at the bottom of the page.
4.5 We reserve the right at our discretion not to renew your subscription at any time without giving any reasons for our decision. This may include, but is not limited to, where we reasonably suspect fraud or misuse.
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 the allergens that may be contained within our Products. However, you must check the packaging and our 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 the allergens that may be contained within our Products. However, you must check the packaging and our 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
6.1 HelloFresh may offer discounts, promotions, referral incentives or other types of vouchers (each, a “Voucher”). To use a Voucher, you must create an Account on our Website and enter the applicable code. If you purchase a Voucher, the Voucher is deemed to have been sold at the time payment is received.
6.2 A Voucher (including its associated code) may only be used once 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 HelloFresh reserves the right to withhold, cancel or reclaim any vouchers, credits, discounts, rewards or referrals at any time for business and operational reasons or where we suspect abuse. Abuse includes, but is not limited to, creating multiple accounts, referring non-genuine customers, posting promotional codes on public websites without permission, or any other behaviour that undermines the purpose of the promotion. We may also suspend or terminate accounts and disqualify users from future promotions. Our decisions are final.
6.4 Vouchers may only be redeemed on our Website and cannot be redeemed via any other platform.
6.5 HelloFresh may offer ‘Refer a Friend’ offers from time to time. An offer may entitle the HelloFresh customer to receive HelloFresh Cash (or such other incentives that HelloFresh communicates from time to time) for referring their friends, provided that the referred person satisfies the eligibility criteria in clause 3 above and places an order with HelloFresh (or achieves such other milestones that may be communicated by us from time to time). The referred person may also receive a benefit, including, without limitation, HelloFresh Cash or a discount. Such incentives are available to new customers only and can only be redeemed once per person or household. You may not refer yourself or create multiple accounts (including using different email addresses or payment methods) to claim referral rewards. By providing the contact details of any individual, the referring HelloFresh customer confirms that the relevant recipient has explicitly consented to their personal details being shared with HelloFresh.
6.6 A gift card entitles the holder to receive a specified amount of HelloFresh Cash (see HelloFresh Cash Terms and Conditions below) for use in the UK only. Gift cards must be added to a user account within 1 year of distribution by HelloFresh. Gift cards are non-refundable, non-exchangeable, and cannot be redeemed for cash, except where required by law. Lost, stolen or damaged gift cards will not be replaced. Gift cards may not be resold, transferred for value, or used for commercial or promotional purposes without prior written consent from HelloFresh. HelloFresh reserves the right to void any gift card suspected to have been obtained or used in a fraudulent, unlawful, or otherwise prohibited manner. HelloFresh may amend or withdraw these gift card terms at any time, subject to applicable law. The purchase or use of a gift card constitutes acceptance of these terms.
6.7 Unless otherwise stated, Vouchers cannot be used in connection with surcharge items, premium items or extras and cannot be used in conjunction with other promotional offers. We reserve the right to exclude the use of Voucher codes on specific products or in conjunction with HelloFresh Cash.
6.2 A Voucher (including its associated code) may only be used once 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 HelloFresh reserves the right to withhold, cancel or reclaim any vouchers, credits, discounts, rewards or referrals at any time for business and operational reasons or where we suspect abuse. Abuse includes, but is not limited to, creating multiple accounts, referring non-genuine customers, posting promotional codes on public websites without permission, or any other behaviour that undermines the purpose of the promotion. We may also suspend or terminate accounts and disqualify users from future promotions. Our decisions are final.
6.4 Vouchers may only be redeemed on our Website and cannot be redeemed via any other platform.
6.5 HelloFresh may offer ‘Refer a Friend’ offers from time to time. An offer may entitle the HelloFresh customer to receive HelloFresh Cash (or such other incentives that HelloFresh communicates from time to time) for referring their friends, provided that the referred person satisfies the eligibility criteria in clause 3 above and places an order with HelloFresh (or achieves such other milestones that may be communicated by us from time to time). The referred person may also receive a benefit, including, without limitation, HelloFresh Cash or a discount. Such incentives are available to new customers only and can only be redeemed once per person or household. You may not refer yourself or create multiple accounts (including using different email addresses or payment methods) to claim referral rewards. By providing the contact details of any individual, the referring HelloFresh customer confirms that the relevant recipient has explicitly consented to their personal details being shared with HelloFresh.
6.6 A gift card entitles the holder to receive a specified amount of HelloFresh Cash (see HelloFresh Cash Terms and Conditions below) for use in the UK only. Gift cards must be added to a user account within 1 year of distribution by HelloFresh. Gift cards are non-refundable, non-exchangeable, and cannot be redeemed for cash, except where required by law. Lost, stolen or damaged gift cards will not be replaced. Gift cards may not be resold, transferred for value, or used for commercial or promotional purposes without prior written consent from HelloFresh. HelloFresh reserves the right to void any gift card suspected to have been obtained or used in a fraudulent, unlawful, or otherwise prohibited manner. HelloFresh may amend or withdraw these gift card terms at any time, subject to applicable law. The purchase or use of a gift card constitutes acceptance of these terms.
6.7 Unless otherwise stated, Vouchers cannot be used in connection with surcharge items, premium items or extras and cannot be used in conjunction with other promotional offers. We reserve the right to exclude the use of Voucher codes on specific products or in conjunction with HelloFresh Cash.
7. COMPETITIONS AND GIVEAWAYS
7.1 HelloFresh may promote competitions or giveaways from time to time (a “Prize Promotion”). 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 instructions are deemed to form part of the terms and conditions and by participating all entrants will be deemed to have accepted the terms and conditions.
7.2 Unless otherwise stated, the Promoter of the Prize Promotion will be HelloFresh. For details of the Supplier, promotional period, entry instructions, please see individual promotion information. The Prize Promotion is open only to residents of the United Kingdom (excluding the Scottish Highlands and Islands), Jersey and Guernsey who are aged 18 or over. Employees of HelloFresh, their immediate family members (including spouses, parents, children, siblings, grandparents and step-relatives), agents, and anyone professionally connected with the promotion are not eligible to enter.
7.3 Winner selection: 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 information.
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 by the named winner as offered. 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 third party supplier, the Promoter accepts no responsibility for the inaccuracy of any prize description, and the supplier is responsible for prize fulfilment.
7.11 The Promoter and any relevant third party supplier reserve the right to cancel, amend, withdraw, terminate or temporarily suspend a Prize 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 Any personal data of entrants will be processed for the purposes of administering the Prize Promotion and in accordance with the HelloFresh Privacy Policy. If you win a Prize Promotion, your surname and county may be made available to those who request them, as required by law. You can object or request limited disclosure by contacting HelloFresh at dataprotection@hellofresh.co.uk. We may still share this information with the ASA if necessary to demonstrate a valid prize award.
7.2 Unless otherwise stated, the Promoter of the Prize Promotion will be HelloFresh. For details of the Supplier, promotional period, entry instructions, please see individual promotion information. The Prize Promotion is open only to residents of the United Kingdom (excluding the Scottish Highlands and Islands), Jersey and Guernsey who are aged 18 or over. Employees of HelloFresh, their immediate family members (including spouses, parents, children, siblings, grandparents and step-relatives), agents, and anyone professionally connected with the promotion are not eligible to enter.
7.3 Winner selection: 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 information.
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 by the named winner as offered. 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 third party supplier, the Promoter accepts no responsibility for the inaccuracy of any prize description, and the supplier is responsible for prize fulfilment.
7.11 The Promoter and any relevant third party supplier reserve the right to cancel, amend, withdraw, terminate or temporarily suspend a Prize 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 Any personal data of entrants will be processed for the purposes of administering the Prize Promotion and in accordance with the HelloFresh Privacy Policy. If you win a Prize Promotion, your surname and county may be made available to those who request them, as required by law. You can object or request limited disclosure by contacting HelloFresh at dataprotection@hellofresh.co.uk. We may still share this information with the ASA if necessary to demonstrate a valid prize award.
8. CONSUMER RIGHTS
8.1 You may deactivate your subscription at any time. To do so, please follow the steps outlined 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 scheduled delivery date. Your first box cannot be cancelled via the Website.
8.3 As our Products include fresh, perishable food, you do not have the right to cancel or return them within 14 days of receipt simply because you change your mind. Under regulation 27(1)(c) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, this type of product is exempt from the usual consumer right to withdraw. This does not affect your right to cancel your subscription as 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 scheduled delivery date. Your first box cannot be cancelled via the Website.
8.3 As our Products include fresh, perishable food, you do not have the right to cancel or return them within 14 days of receipt simply because you change your mind. Under regulation 27(1)(c) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, this type of product is exempt from the usual consumer right to withdraw. This does not affect your right to cancel your subscription as set out above.
9. AVAILABILITY AND DELIVERY
9.1 HelloFresh cannot deliver to certain postcodes. Details of excluded areas are available on our Website or via our customer care team. All non-mainland UK territories including, but not limited to, postcodes beginning GY, JE, IM, will incur a delivery surcharge. Customers will be notified of the relevant surcharge before placing an order.
9.2 Delivery windows stated on our Website or via Email are indicative only and are not a guarantee of delivery within this window. For mainland UK areas (excluding the Scottish Highlands and Islands), we reserve the right to deliver your box at any point on the day of delivery set out in the dispatch confirmation.
9.3 Deliveries to non-mainland UK territories and the Scottish Highlands and Islands may be transported by ferry or other less accessible routes. We will attempt to deliver your box on the delivery day stated in your dispatch confirmation. However, we cannot guarantee delivery on that day due to factors outside our control (e.g. ferry cancellations or weather conditions). Our contractual obligation to you will be fulfilled where we deliver your box to you within one day of your scheduled delivery day. If delivery is delayed by more than 1 day due to transport related disruption, we may, at our discretion, provide some compensation.
9.4 Certain customers 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, business requirements 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 Delivery will be completed when we, or a delivery partner, deliver the Products to the address you gave us. If no one is available at your address to take delivery, we, or the relevant courier, will follow the delivery instructions provided by you. If no leave safe instructions are specified, the order will be left in an area that the courier considers safe.
9.6 The leave safe location specified by you shall be within the immediate 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.
9.7 We or our delivery partner may attempt to contact you via the telephone number associated with your HelloFresh account, which may also appear on the delivery label, to facilitate delivery.
9.8 HelloFresh’s obligation to deliver the box shall be fulfilled once a courier delivers the box at the leave safe location specified by you, or when the box is delivered to an alternative location considered safe by us, or the courier.
9.9 Where personal handover is not possible and no leave safe is available, the courier may also deliver the box to a nearby household or business. A household or business shall be regarded ‘nearby’ if the recipient is located in the same building as the original addressee or is located in close proximity (a “Neighbour”).
9.10 If your box is delivered to a Neighbour, you will be notified via delivery notice and/or email.
9.11 If delivery cannot be completed due to the absence of a recipient, inaccessible premises, or no viable leave safe location or Neighbour option, you will be in default of acceptance. HelloFresh will not attempt a further delivery and you are obliged to bear all related expenses.
9.12 HelloFresh reserves the right to change your delivery date with prior notice. If your Products are delivered to your leave safe location, or another place deemed safe by the courier, and they are subsequently lost, stolen or damaged, HelloFresh does not accept liability for such loss or damage. However, we may, at our sole discretion, offer you a refund or other compensation as a gesture of goodwill.
9.2 Delivery windows stated on our Website or via Email are indicative only and are not a guarantee of delivery within this window. For mainland UK areas (excluding the Scottish Highlands and Islands), we reserve the right to deliver your box at any point on the day of delivery set out in the dispatch confirmation.
9.3 Deliveries to non-mainland UK territories and the Scottish Highlands and Islands may be transported by ferry or other less accessible routes. We will attempt to deliver your box on the delivery day stated in your dispatch confirmation. However, we cannot guarantee delivery on that day due to factors outside our control (e.g. ferry cancellations or weather conditions). Our contractual obligation to you will be fulfilled where we deliver your box to you within one day of your scheduled delivery day. If delivery is delayed by more than 1 day due to transport related disruption, we may, at our discretion, provide some compensation.
9.4 Certain customers 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, business requirements 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 Delivery will be completed when we, or a delivery partner, deliver the Products to the address you gave us. If no one is available at your address to take delivery, we, or the relevant courier, will follow the delivery instructions provided by you. If no leave safe instructions are specified, the order will be left in an area that the courier considers safe.
9.6 The leave safe location specified by you shall be within the immediate 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.
9.7 We or our delivery partner may attempt to contact you via the telephone number associated with your HelloFresh account, which may also appear on the delivery label, to facilitate delivery.
9.8 HelloFresh’s obligation to deliver the box shall be fulfilled once a courier delivers the box at the leave safe location specified by you, or when the box is delivered to an alternative location considered safe by us, or the courier.
9.9 Where personal handover is not possible and no leave safe is available, the courier may also deliver the box to a nearby household or business. A household or business shall be regarded ‘nearby’ if the recipient is located in the same building as the original addressee or is located in close proximity (a “Neighbour”).
9.10 If your box is delivered to a Neighbour, you will be notified via delivery notice and/or email.
9.11 If delivery cannot be completed due to the absence of a recipient, inaccessible premises, or no viable leave safe location or Neighbour option, you will be in default of acceptance. HelloFresh will not attempt a further delivery and you are obliged to bear all related expenses.
9.12 HelloFresh reserves the right to change your delivery date with prior notice. If your Products are delivered to your leave safe location, or another place deemed safe by the courier, and they are subsequently lost, stolen or damaged, HelloFresh does not accept liability for such loss or damage. However, we may, at our sole discretion, offer you a refund or other compensation as a gesture of goodwill.
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 a courier, or delivered to a Neighbour) 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 a delivery partner.
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 a delivery partner.
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. If we have incorrectly stated a price, we are not obliged to supply the Products at that price and may charge the current price applicable to your plan instead. Where practicable, we will notify you of the pricing error before the order is processed.
11.2 All subsequent orders will be charged at the same price as your initial order unless you make changes to your subscription (e.g. by changing your box type), or we notify you of a change in the Product price.
11.3 In all Service Countries, Product prices include VAT where applicable.
11.4 Product prices and delivery charges may change at any time. Such changes will not apply to any order for which we have already sent you a dispatch confirmation.
11.5 Payment 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 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. HelloFresh does not have access to your full credit or debit card details.
11.8 By placing an order, you authorise HelloFresh to charge the provided payment method(s) for your initial order at any time from the point the order is placed. For recurring orders, payment will be processed the morning after your stated order deadline unless you have paused, cancelled or otherwise deactivated your subscription. For example, if you have an order cut-off of 11:59 on Tuesday, payment for the order will be processed on Wednesday morning.
11.9 If payment for an order is unsuccessful, the Product may still be dispatched and the sale will be deemed to have occurred. HelloFresh will then reattempt payment through the available payment methods. It is your responsibility to ensure sufficient funds are available to process the payment for the order or update your 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.
11.2 All subsequent orders will be charged at the same price as your initial order unless you make changes to your subscription (e.g. by changing your box type), or we notify you of a change in the Product price.
11.3 In all Service Countries, Product prices include VAT where applicable.
11.4 Product prices and delivery charges may change at any time. Such changes will not apply to any order for which we have already sent you a dispatch confirmation.
11.5 Payment 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 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. HelloFresh does not have access to your full credit or debit card details.
11.8 By placing an order, you authorise HelloFresh to charge the provided payment method(s) for your initial order at any time from the point the order is placed. For recurring orders, payment will be processed the morning after your stated order deadline unless you have paused, cancelled or otherwise deactivated your subscription. For example, if you have an order cut-off of 11:59 on Tuesday, payment for the order will be processed on Wednesday morning.
11.9 If payment for an order is unsuccessful, the Product may still be dispatched and the sale will be deemed to have occurred. HelloFresh will then reattempt payment through the available payment methods. It is your responsibility to ensure sufficient funds are available to process the payment for the order or update your 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.
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 attempt 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. You will be liable for any fees or charges incurred.
12.5 We reserve the right to suspend or terminate our Services when there is an outstanding balance on your HelloFresh account.
12.2 HelloFresh may contact you via email, letter, call or SMS to attempt 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. You will be liable for any fees or charges incurred.
12.5 We reserve the right to suspend or terminate our Services when there is an outstanding balance on your HelloFresh account.
13. PREMIUM RECIPES, SURCHARGES ITEMS AND ADD-ONS
If you have selected a premium recipe, surcharge item or add-on, you will be charged for the additional amount. This is a separate order from the box order and will be charged as a separate transaction the morning after the Rolling Cut-Off.
14. LOYALTY PROGRAMME
HelloFresh may offer a loyalty programme from time to time. When you order enough boxes to earn a ‘Fresh Reward’, the reward will automatically be applied to your HelloFresh account. HelloFresh is permitted to change or cancel the loyalty programme at any time without notice.
15. OUR REFUNDS POLICY
If you are unhappy with your box for a legitimate reason including, but not limited to,missing ingredients, damage, or if the box did not arrive, we may 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
We warrant to you that any Product purchased from us through our Website will, upon delivery, conform with its description, be of satisfactory quality, and be reasonably fit for 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: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the terms implied by section 12 of the Sale of Goods Act 1979; (d) defective products under the Consumer Protection Act 1987; or (e) any other liability that cannot legally be excluded or limited.
17.2 Nothing in this agreement excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the terms implied by section 12 of the Sale of Goods Act 1979; (d) defective products under the Consumer Protection Act 1987; or (e) any other liability that cannot legally be excluded or limited.
18. WRITTEN COMMUNICATIONS
When you use our Website, you agree 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
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 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.
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 intellectual property laws and all such rights are reserved.
21.2 You may print one copy, and may download extracts, of any pages from our Website for your personal, non-commercial use. You must not use any part of our materials for commercial purposes without first obtaining a licence to do so from us and our licensors.
21.3 If you post comments or reviews about our Products or Services (whether on our Website, social media network or elsewhere) or publish any other information on our Website, you must ensure that such commentary represents your fair and genuinely held opinions, does not infringe third-party rights and is not unlawful. By subscribing to our services, you grant us a non-exclusive, royalty-free, worldwide, irrevocable licence to reproduce and publish your commentary on our website and in any advertising, marketing or social media content, with or without attribution.
21.4 You must not use any part of our Website (including its underlying code or structure) for data mining, scraping, framing, or reverse engineering, nor use our content in a way that may damage our reputation or take unfair advantage of it.
21.2 You may print one copy, and may download extracts, of any pages from our Website for your personal, non-commercial use. You must not use any part of our materials for commercial purposes without first obtaining a licence to do so from us and our licensors.
21.3 If you post comments or reviews about our Products or Services (whether on our Website, social media network or elsewhere) or publish any other information on our Website, you must ensure that such commentary represents your fair and genuinely held opinions, does not infringe third-party rights and is not unlawful. By subscribing to our services, you grant us a non-exclusive, royalty-free, worldwide, irrevocable licence to reproduce and publish your commentary on our website and in any advertising, marketing or social media content, with or without attribution.
21.4 You must not use any part of our Website (including its underlying code or structure) for data mining, scraping, framing, or reverse engineering, nor use our content in a way that may damage our reputation or take unfair advantage of it.
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.
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: (a) strikes, lock-outs or other industrial action; (b) civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; (c) fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; (d) impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; (e) impossibility of the use of public or private telecommunications networks; (f) the acts, decrees, legislation, regulations or restrictions of any government; and (g) 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: (a) strikes, lock-outs or other industrial action; (b) civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; (c) fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; (d) impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; (e) impossibility of the use of public or private telecommunications networks; (f) the acts, decrees, legislation, regulations or restrictions of any government; and (g) 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.
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.
24. SEVERABILITY
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 its subject matter.
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 our 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
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
1. HelloFresh allows you to use credit in your customer account (“HelloFresh Cash”). HelloFresh Cash is non-refundable and can only be used 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. In addition to these terms, HelloFresh Cash will be subject to any additional terms communicated or otherwise made available to you at the time it is deposited.
2. HelloFresh Cash may be added to your account in the following ways:
4. 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 money. Once added, HelloFresh cash is non-refundable.
5. If your HelloFresh Cash balance is not sufficient to pay the total amount of an order, HelloFresh will use an additional payment method provided by you for the remaining balance of the order. HelloFresh reserves the right to use HelloFresh Cash to settle any amount due for previous unpaid orders.
6. HelloFresh Cash will expire as follows:
8. HelloFresh may, at its discretion, send reminders or notifications via email, SMS, WhatsApp, mail, telephone, or other means regarding the availability or upcoming expiry of HelloFresh Cash. However, we are not obliged to do so and accept no liability for any loss arising from a failure to notify you.
9. If you request the deletion of your customer account or if your customer account is automatically deleted due to inactivity, all HelloFresh Cash will be permanently forfeited and cannot be reinstated. For HelloFresh Cash that is not Deposit HelloFresh Cash, we reserve the right to delete any remaining balance on your account upon cancellation of your subscription, at our discretion.
10. The use of HelloFresh Cash may be restricted from time to time in accordance with HelloFresh’s reasonable business requirements. Such restrictions may include, without limitation: (a) limits on the amount of HelloFresh Cash that can be used in a single transaction or in a defined period; (b) restricting the use of HelloFresh with other promotional offers or discounts; or (c) excluding the use of HelloFresh Cash towards delivery charges, surcharge items, premium items or extras.
11. HelloFresh Cash is not transferable and can only be used on your own 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 and may only be used in the United Kingdom.
12. HelloFresh may suspend, terminate or limit the functionality 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).
13. HelloFresh does not represent or warrant that the HelloFresh Cash payment method will always be available.
14. HelloFresh Cash is not covered by the Financial Services Compensation Scheme. This is because HelloFresh Cash is not a regulated financial product. In the unlikely event that HelloFresh becomes insolvent, some or all of the amount held may not be available to be spent.
15. It is your responsibility to keep your HelloFresh account credentials secure. HelloFresh is not responsible for any unauthorised use of your HelloFresh Cash.
16. In the event that HelloFresh has any legal obligation to return any HelloFresh Cash, any refund will be processed in accordance with applicable law. Under no circumstances will HelloFresh refund any amount that exceeds the monetary amount deposited by you.
17. We reserve the right to amend the HelloFresh Cash terms and conditions from time to time.
2. HelloFresh Cash may be added to your account in the following ways:
- Deposit HelloFresh Cash:by using the deposit function provided on our Website;
- Gift Card HelloFresh Cash: by redeeming certain Vouchers or a gift card;
- Customer Care HelloFresh Cash: by a discretionary payment by HelloFresh for customer satisfaction or as compensation;
- RAF HelloFresh Cash: by participating in a refer-a-friend promotion; and
- Promotional HelloFresh Cash: by participating in such other loyalty schemes or promotions that may be communicated from time to time.
4. 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 money. Once added, HelloFresh cash is non-refundable.
5. If your HelloFresh Cash balance is not sufficient to pay the total amount of an order, HelloFresh will use an additional payment method provided by you for the remaining balance of the order. HelloFresh reserves the right to use HelloFresh Cash to settle any amount due for previous unpaid orders.
6. HelloFresh Cash will expire as follows:
- Deposit HelloFresh Cash: the end of the third calendar year following the year it was purchased (e.g. funds added during 2026 expire on 31 December 2029).
- Giftcard HelloFresh Cash: 2 years from the date of purchase of the gift card.
- All other HelloFresh Cash: 1 year from the date the amount was added.
8. HelloFresh may, at its discretion, send reminders or notifications via email, SMS, WhatsApp, mail, telephone, or other means regarding the availability or upcoming expiry of HelloFresh Cash. However, we are not obliged to do so and accept no liability for any loss arising from a failure to notify you.
9. If you request the deletion of your customer account or if your customer account is automatically deleted due to inactivity, all HelloFresh Cash will be permanently forfeited and cannot be reinstated. For HelloFresh Cash that is not Deposit HelloFresh Cash, we reserve the right to delete any remaining balance on your account upon cancellation of your subscription, at our discretion.
10. The use of HelloFresh Cash may be restricted from time to time in accordance with HelloFresh’s reasonable business requirements. Such restrictions may include, without limitation: (a) limits on the amount of HelloFresh Cash that can be used in a single transaction or in a defined period; (b) restricting the use of HelloFresh with other promotional offers or discounts; or (c) excluding the use of HelloFresh Cash towards delivery charges, surcharge items, premium items or extras.
11. HelloFresh Cash is not transferable and can only be used on your own 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 and may only be used in the United Kingdom.
12. HelloFresh may suspend, terminate or limit the functionality 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).
13. HelloFresh does not represent or warrant that the HelloFresh Cash payment method will always be available.
14. HelloFresh Cash is not covered by the Financial Services Compensation Scheme. This is because HelloFresh Cash is not a regulated financial product. In the unlikely event that HelloFresh becomes insolvent, some or all of the amount held may not be available to be spent.
15. It is your responsibility to keep your HelloFresh account credentials secure. HelloFresh is not responsible for any unauthorised use of your HelloFresh Cash.
16. In the event that HelloFresh has any legal obligation to return any HelloFresh Cash, any refund will be processed in accordance with applicable law. Under no circumstances will HelloFresh refund any amount that exceeds the monetary amount deposited by you.
17. We reserve the right to amend the HelloFresh Cash terms and conditions from time to time.