Terms & Conditions

These Terms & Conditions govern access to and use of Grocery Marketplace, including purchases made by customers and the participation of independent vendors. Please read them carefully before creating an account, placing an order, applying as a vendor or otherwise using the marketplace.

1. About These Terms

These Terms & Conditions form a legally binding agreement between you and Grocery Marketplace when you access the website, create an account, place an order, apply to become a vendor or otherwise use the services.

By using the website, you confirm that you have read, understood and agreed to these Terms & Conditions, together with our Privacy Policy, Cookie Policy, Return & Refund Policy and Cancellation Policy.

If you do not agree with these Terms & Conditions, you must not use the website or marketplace services.

2. About Grocery Marketplace

Grocery Marketplace operates an online multi-vendor platform that allows independent grocery stores, supermarkets and other retailers to list and sell products to customers in the United Kingdom.

Unless expressly stated otherwise, Grocery Marketplace provides the marketplace technology and related support. The contract for the sale of a product is generally between the customer and the vendor that accepts the order.

Delivery may be carried out by the vendor, by a delivery provider arranged through Grocery Marketplace, or by another delivery partner, depending on the vendor and the delivery option selected.

3. Definitions

• “Customer” means a person who browses, orders or purchases products through the marketplace.
• “Vendor” means an independent business approved to list and sell products through the marketplace.
• “Marketplace” means the Grocery Marketplace website, platform and related services.
• “Order” means a request submitted by a customer to purchase products from one or more vendors.
• “Products” means grocery, household and other items listed by vendors.
• “Delivery Partner” means a vendor, courier, driver or delivery service responsible for delivering an order.
• “Content” includes product information, images, reviews, text, logos and other material displayed or submitted through the marketplace.
• “We”, “us” and “our” mean Grocery Marketplace.
• “You” and “your” mean the customer, vendor or other user, as applicable.

4. Eligibility and Account Registration

You must be legally capable of entering into a contract to use the marketplace. Customers under 18 should use the service only with the involvement and supervision of a parent or legal guardian.

You must provide accurate, current and complete information when creating an account. You are responsible for keeping your account details updated.

You are responsible for maintaining the confidentiality of your login details and for activity carried out through your account. You must notify us immediately at hello@grocerymarketplace.co.uk if you suspect unauthorised access.

We may require email verification, identity verification or additional checks before allowing access to certain features.

5. Customer Responsibilities

• Provide accurate contact, billing and delivery information.
• Ensure that a responsible person is available to receive the order where required.
• Check product descriptions, allergen information and suitability before ordering.
• Store delivered products appropriately and follow safety instructions.
• Use the marketplace only for lawful personal or business purposes.
• Treat vendors, drivers, support staff and other users respectfully.
• Not misuse discounts, refunds, payment systems or promotional offers.

6. Vendor Status and Responsibilities

Vendors are independent businesses and are not employees, agents, partners or representatives of Grocery Marketplace.

Each vendor is responsible for:

• Ensuring it has all licences, registrations, permissions and insurance required to trade.
• Complying with food safety, hygiene, labelling, consumer protection and product safety laws.
• Providing accurate product descriptions, prices, ingredients, allergens, images and stock information.
• Ensuring products are genuine, safe, legal, fit for purpose and within any applicable use-by or best-before date.
• Accepting, preparing, packing and fulfilling orders promptly.
• Handling substitutions only in accordance with the customer’s preferences and applicable law.
• Keeping customer information secure and using it only for order fulfilment, support, refunds or legal compliance.
• Complying with marketplace standards, policies and reasonable operational instructions.
• Paying applicable marketplace fees, commissions, refunds, chargebacks and other sums due.

We may review, approve, reject, suspend or terminate a vendor account where reasonably necessary to protect customers, comply with law or maintain marketplace standards.

7. Product Listings and Availability

Product listings are created or supplied by vendors. Vendors are responsible for the accuracy of descriptions, prices, images, ingredients, allergens, quantities and availability.

Product images are illustrative and packaging, colour, size or appearance may vary. Variations do not affect your legal rights where a product is materially different from its description.

Products are subject to availability. A vendor may reject an order, remove an unavailable item or offer a suitable substitution where permitted.

8. Prices and Charges

Prices are shown in pounds sterling and include VAT where applicable, unless clearly stated otherwise.

The total price displayed at checkout may include product prices, delivery charges, service fees, minimum-order charges, bag charges, taxes and other clearly disclosed amounts.

Prices and promotions may differ between vendors, stores, delivery areas and times. We may correct obvious pricing errors.

If an obvious pricing error is discovered after an order is submitted, the vendor or Grocery Marketplace may contact you to confirm whether you wish to proceed at the correct price or cancel the affected item.

9. Orders and Contract Formation

1. You submit an order by completing checkout and authorising online payment.
2. An automated acknowledgement confirms receipt of your order but does not necessarily mean it has been accepted.
3. The order is accepted when the relevant vendor confirms acceptance, begins preparation or otherwise confirms fulfilment.
4. A separate contract may arise with each vendor where an order contains products from multiple vendors.
5. We may reject or cancel an order where products are unavailable, payment fails, fraud is suspected, delivery is not possible or the order breaches these Terms.

You must review your basket, delivery information and payment details before submitting an order.

10. Online Payments

Grocery Marketplace accepts online payments only. Available payment methods are displayed at checkout and may change from time to time.

Payments may be processed by third-party payment providers. Their separate terms and privacy notices may apply.

By submitting payment details, you confirm that you are authorised to use the selected payment method and authorise the relevant payment provider to charge the total amount.

We may carry out payment verification, fraud screening and security checks. An order may be delayed, refused or cancelled where payment cannot be authorised or verified.

11. Delivery

Delivery may be completed by the vendor, by a delivery partner arranged through Grocery Marketplace or by another delivery service. The applicable delivery method will depend on the vendor and the order.

Delivery times are estimates and are not guaranteed unless expressly stated. Delays may occur due to traffic, weather, product preparation, demand, access issues or events outside reasonable control.

Customers must:

• Provide a complete and accurate delivery address.
• Provide any access instructions needed for safe delivery.
• Remain contactable and available during the expected delivery period.
• Check the order promptly after delivery.
• Store chilled, frozen and perishable products appropriately without delay.

If delivery cannot be completed because no one is available, access is restricted, contact information is incorrect or the address is inaccurate, the order may be left in a safe place where authorised, returned, cancelled or treated as delivered, depending on the circumstances.

12. Age-Restricted Products

Where age-restricted products are offered, they may only be purchased by customers who meet the applicable legal age.

The customer and recipient may be required to provide valid photographic identification at delivery. Delivery may be refused where acceptable identification is not provided or the recipient appears underage.

Age-restricted products must not be ordered for or supplied to a person below the legal age.

13. Allergens, Ingredients and Dietary Information

Vendors are responsible for providing legally required allergen, ingredient and dietary information.

Customers with allergies, intolerances or specific dietary requirements must review the product label and listing carefully and contact the vendor before ordering where further information is needed.

Product formulations and packaging may change. The information printed on the product packaging should be checked before consumption.

Grocery Marketplace does not prepare products and cannot guarantee that any item is free from allergens or cross-contamination.

14. Substitutions and Unavailable Products

Where a product is unavailable, a vendor may offer a substitute if the customer has permitted substitutions.

A substitute should be reasonably similar in type and value. Any price difference will be handled in accordance with the checkout settings, vendor policy and applicable consumer law.

If no suitable substitution is available, the affected item may be removed and the corresponding amount refunded or not charged.

15. Cancellations

Customers may request cancellation before the vendor begins preparing or dispatching the order.

Once preparation, packing or delivery has begun, cancellation may not be possible, particularly for perishable, personalised or time-sensitive products.

Cancellation requests must be sent as soon as possible to hello@grocerymarketplace.co.uk and should include the order number.

Further information is provided in our separate Cancellation Policy.

16. Returns, Refunds and Exchanges

Return and refund rights are governed by applicable UK consumer law and our Return & Refund Policy.

Customers should notify us within 48 hours of delivery where an item is damaged, defective, incorrect, missing, expired, spoiled or not as described.

Approved claims may qualify for a full refund for the affected item. Perishable, frozen, opened, grooming and healthcare products cannot normally be returned for change-of-mind reasons, but this does not affect statutory rights.

Approved refunds are normally processed within 10 working days, although banks and payment providers may take additional time.

17. Promotions, Discounts and Credits

Promotional codes, discounts, credits and vouchers may be subject to separate conditions, expiry dates, minimum spends, vendor restrictions and usage limits.

Unless stated otherwise, promotions cannot be exchanged for cash, combined with other offers or applied retrospectively.

We may cancel or refuse a promotion where it has been used fraudulently, abusively, accidentally or contrary to its conditions.

18. Reviews and User Content

Customers may be able to submit ratings, reviews, photographs, questions and other content.

By submitting content, you confirm that:

• It is truthful and based on your genuine experience.
• It does not contain unlawful, defamatory, threatening, abusive, discriminatory or obscene material.
• It does not infringe another person’s privacy, intellectual property or other rights.
• It does not contain malware, spam, advertising or misleading information.

You grant Grocery Marketplace a non-exclusive, worldwide, royalty-free licence to host, reproduce, display, adapt and use submitted content for operating, promoting and improving the marketplace.

We may moderate, reject or remove content that breaches these Terms or applicable law.

19. Acceptable Use

You must not:

• Use the marketplace for unlawful, fraudulent or harmful activity.
• Attempt to gain unauthorised access to accounts, systems or data.
• Introduce viruses, malware, harmful code or automated scraping tools.
• Interfere with website operation, security or other users.
• Create false accounts or impersonate another person or business.
• Manipulate reviews, orders, refunds, promotions or vendor ratings.
• Copy, resell or commercially exploit the marketplace without written permission.
• Use customer or vendor information for unauthorised marketing.

20. Prohibited and Restricted Products

Vendors must not list or sell products that are illegal, unsafe, counterfeit, recalled, stolen, misleadingly described or otherwise prohibited by law or marketplace policy.

We may remove listings, suspend sales, cancel orders or report matters to relevant authorities where prohibited or unsafe products are identified.

21. Intellectual Property

The marketplace software, design, layout, branding, text, graphics, databases and other materials owned by Grocery Marketplace are protected by intellectual property laws.

You may use the website for personal or authorised business use only. You must not reproduce, modify, distribute, reverse engineer or commercially exploit protected material without prior written permission.

Vendors retain ownership of their original product content but grant us the rights reasonably necessary to display, promote and operate their listings.

22. Third-Party Services and Links

The marketplace may use or link to third-party payment, mapping, delivery, analytics, social-media and other services.

We are not responsible for independently operated third-party services, and their own terms and privacy notices may apply.

23. Suspension and Termination

We may restrict, suspend or terminate an account or access to the marketplace where we reasonably believe that:

• These Terms or another marketplace policy has been breached.
• Fraud, misuse, unlawful conduct or a security risk is suspected.
• Payment, chargeback or vendor fee obligations remain unresolved.
• The account creates risk to customers, vendors, delivery partners or the marketplace.
• Suspension or termination is required by law or a competent authority.

You may stop using the marketplace at any time. Account closure does not remove obligations or liabilities that arose before closure.

24. Service Availability and Changes

We aim to keep the marketplace available but do not guarantee uninterrupted or error-free access.

We may update, suspend, withdraw or change features, delivery areas, fees, vendors or services for maintenance, security, legal or operational reasons.

25. Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or rights that cannot be excluded under consumer law.

Where you are a consumer, Grocery Marketplace remains responsible for losses that are a foreseeable result of our breach of these Terms or failure to use reasonable care and skill.

We are not responsible for losses caused by inaccurate information supplied by you, misuse of products, failure to follow storage instructions, unauthorised account access caused by your failure to protect login details, or events outside our reasonable control.

To the extent permitted by law, Grocery Marketplace is not responsible for a vendor’s independent acts, omissions, product quality, food preparation or regulatory compliance, although we may assist with complaints and refunds.

If you use the marketplace for business purposes, we will not be liable for loss of profit, revenue, business opportunity, goodwill, anticipated savings or indirect or consequential loss, except where liability cannot legally be excluded.

26. Indemnity for Vendors and Business Users

To the extent permitted by law, vendors and business users agree to compensate Grocery Marketplace for losses, claims, liabilities, costs and expenses arising from their breach of these Terms, unlawful conduct, product listings, products, misuse of customer data or infringement of third-party rights.

27. Events Outside Our Control

We are not responsible for delay or failure caused by events outside reasonable control, including severe weather, traffic disruption, strikes, supplier failure, utility or internet outage, cyberattack, epidemic, government action, natural disaster or transport disruption.

We will take reasonable steps to reduce the effect of such events and communicate material delays where practicable.

28. Privacy and Data Protection

We process personal information in accordance with our Privacy Policy and applicable UK data protection law.

Vendors must process customer information securely and only for fulfilment, delivery, support, refunds or legal compliance. Vendors must not use customer information for independent marketing without valid permission.

29. Complaints and Dispute Resolution

Customers should first raise order, delivery, refund or product complaints by emailing hello@grocerymarketplace.co.uk with the order number and relevant evidence.

We may ask the relevant vendor or delivery partner to investigate and provide information.

Nothing in these Terms prevents a consumer from using any statutory complaint, alternative dispute resolution or court process available under law.

30. Governing Law and Jurisdiction

These Terms & Conditions are governed by the laws of England and Wales.

If you are a consumer living in another part of the United Kingdom, you may also benefit from mandatory protections under the laws of your place of residence and may bring proceedings in the courts available to you under applicable law.

Business users and vendors agree that the courts of England and Wales will have exclusive jurisdiction, unless otherwise required by law.

31. Changes to These Terms

We may update these Terms & Conditions to reflect changes in law, our services, fees, technology or business practices.

The updated version will be published on the website with a revised last-updated date. Material changes may also be communicated by email or through an account notification.

Your continued use of the marketplace after updated Terms take effect means that the updated Terms will apply to future use and orders.

32. General Provisions

• If any provision is found invalid or unenforceable, the remaining provisions will continue in effect.
• A delay or failure to enforce a right does not waive that right.
• You may not transfer your rights or obligations under these Terms without our written permission.
• We may transfer our rights or obligations as part of a business transfer, restructuring or legal arrangement, provided consumer rights are not reduced.
• These Terms, together with the policies referenced in them, form the entire agreement relating to marketplace use.
• No person other than the parties to the relevant agreement has a right to enforce these Terms, except where the law provides otherwise.

33. Contact Us

For questions about these Terms & Conditions, customer orders, vendor accounts or marketplace services, contact us by email:

Email: hello@grocerymarketplace.co.uk