Terms of Service

1. Acceptance of Terms

By accessing or using the FreshHome platform (the "Service") — including our mobile applications, website, and related services — you agree to be bound by these Terms of Service ("Terms") and our Privacy Policy. If you do not agree to these Terms, please do not use the Service.

These Terms constitute a legally binding agreement between you and FreshHome Ltd ("FreshHome", "we", "us", or "our"), a company registered in England and Wales.

2. Eligibility

You must be at least 18 years of age to use the Service. By using the Service, you represent and warrant that you are 18 or older and have the legal capacity to enter into these Terms.

3. Account Registration

3.1 Customer Accounts

To place orders you must register for an account. You agree to provide accurate, current, and complete information during registration and to update such information to keep it accurate and complete.

3.2 Provider Accounts

Providers must complete our verification process, including identity verification and food safety compliance checks, before listing meals on the platform. Approval is at FreshHome's sole discretion.

3.3 Account Security

You are responsible for maintaining the confidentiality of your login credentials. You must notify us immediately at security@freshhome.app if you suspect unauthorised access to your account.

4. The FreshHome Service

FreshHome operates as a technology platform that connects customers seeking home-cooked meals with independent home chef providers ("Providers"). FreshHome is not a food manufacturer, restaurant, or delivery company. Providers are independent third parties, not employees or agents of FreshHome.

5. Orders and Payments

5.1 Placing Orders

By placing an order, you are entering into a contract with the Provider for the purchase of food. FreshHome facilitates the transaction but is not party to the food sale contract.

5.2 Payment Processing

Payments are processed by our third-party payment processor (Stripe). By providing payment information, you authorise FreshHome to charge the specified amount including the meal price, chef delivery charge (if applicable), platform fee, and applicable taxes.

5.3 Refunds and Cancellations

• Orders can be cancelled within 5 minutes of placement for a full refund.
• After the cancellation window, refunds are assessed on a case-by-case basis.
• Refunds for quality issues must be reported within 24 hours of delivery.
• Refunds are returned to the original payment method within 3–5 banking days.

6. Provider Terms

6.1 Independence

Providers are independent contractors, not employees of FreshHome. Providers are responsible for their own tax obligations, insurance, and compliance with all applicable laws and regulations.

6.2 Food Safety Obligations

Providers must at all times comply with applicable food hygiene regulations, maintain valid certifications, and adhere to FreshHome's food safety standards. Failure to comply may result in immediate suspension.

6.3 Commission and Payouts

FreshHome charges a commission on each order as specified in the Provider Agreement. Payouts are made weekly subject to a minimum threshold. FreshHome reserves the right to withhold payouts for accounts under review for fraud or violations.

7. Prohibited Conduct

You agree not to:

• Use the Service for any illegal purpose or in violation of any law
• Provide false information during registration or in reviews
• Circumvent the platform to conduct transactions directly between customers and providers
• Post offensive, defamatory, or misleading reviews
• Attempt to gain unauthorised access to any part of the Service
• Use automated scripts, bots, or scraping tools on the Service
• Interfere with the operation of the Service or other users' use thereof

8. Intellectual Property

The FreshHome platform, including its software, design, trademarks, and content, is owned by FreshHome Ltd and protected by intellectual property laws. You are granted a limited, non-exclusive, non-transferable licence to use the Service for its intended purpose. You may not copy, modify, distribute, or reverse engineer any part of the Service.

9. Limitation of Liability

To the maximum extent permitted by law, FreshHome's total liability to you for any claims arising from these Terms or use of the Service shall not exceed the greater of: (a) £100, or (b) the total amounts paid by you to FreshHome in the 3 months preceding the claim.

FreshHome is not liable for the quality, safety, or legality of food provided by Providers; the accuracy of Provider listings; or for indirect, incidental, or consequential damages.

10. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes via email or in-app notification at least 30 days before they take effect. Continued use of the Service after changes take effect constitutes acceptance of the new Terms.

12. Contact

For questions about these Terms, please contact our legal team at legal@freshhome.app or write to FreshHome Ltd, 12 Innovation Park, London, EC2A 1AB.