Legal Matters
Terms & Conditions
PLEASE REVIEW THE TERMS OF THIS AGREEMENT CAREFULLY. IF YOU DO NOT AGREE TO THESE TERMS IN THEIR ENTIRETY, YOU ARE NOT AUTHORISED TO USE THE TWO CHEFS OFFERINGS IN ANY MANNER OR FORM.
THIS AGREEMENT REQUIRES THE USE OF ARBITRATION ON AN INDIVIDUAL BASIS TO RESOLVE DISPUTES, RATHER THAN JURY TRIALS OR CLASS ACTIONS, AND ALSO LIMITS THE REMEDIES AVAILABLE TO YOU IN THE EVENT OF A DISPUTE.
1. INFORMATION ABOUT US
1.1 These are the website terms and conditions of Two Chefs in the UK.
1.2 We operate the website thetwochefs.co.uk
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 listed on our Website via one of our rolling services. 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 01 A 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 Two Chefs.
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. Unfortunately, we cannot accept orders from individuals outside of these Serviced 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.
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 will take place when we dispatch the Products to you. After the Contract has been formed you will be sent a dispatch confirmation via email and/or SMS message as applicable from our third-party couriers.
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 that 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 meal stickers include details of all allergens which may be contained within our Products. However, it is your responsibility to check our packaging and Website to ensure that a Product does not contain a relevant allergen for you. Our Products include ingredients from third-party suppliers who are responsible for labelling 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. 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. The price of these meals is 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 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 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 Two Chefs may offer a range of ‘Refer a Friend’ offers from time to time. The offer may entitle the Two Chefs customer to receive account credit for referring their friends, provided that their referral signs up to Two Chefs. 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 Two Chefs customer confirms that the relevant individual has explicitly consented to their personal details being shared with Two Chefs.
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 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 Two Chefs may promote competitions or giveaways from time to time. Competitions are open to UK residents (excluding Northern Ireland) aged 18 years or over except employees of Two Chefs and their close relatives and anyone otherwise connected with the organisation or judging of the competition. Competitions will have separate terms and conditions listed on the individual competitions.
7.2 The Promoter will be Two Chefs. 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 Two Chefs account or Two Chefs 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.
7.13 For Terms and Conditions related to the Competition 'Win the Ultimate Astronaut Training Experience' inspired by Disney and Pixar's "Lightyear" see Clause 28
8. CONSUMER RIGHTS
8.1 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 6PM on the Tuesday before your delivery date. Your first box cannot be cancelled via your Website account.
8.2 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.
9. AVAILABILITY AND DELIVERY
9.1 If you have any questions regarding our delivery locations, please contact our customer care team via the various methods detailed on our Website. This website is UK mainland only.
9.2 Two Chefs (or our authorised couriers) will not be able to be delivered to a limited number of postcodes, please check our website for further details.
9.3 Delivery windows stated on our Website or via Email are an indication, and not a guarantee of delivery within these hours. 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.
9.4 Orders to be delivered to non-mainland UK territories (including highlands) may be transported by ferry or via 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) and 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.
9.5 Please note that from January 2023, Two Chefs will be trailing 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). Please note that some Own Fleet deliveries may be made without ice packs, or some secondary packaging in the boxes. The purpose of such is to reduce the environmental impact of our products on the planet. As a result of this (and with respect to any Own Fleet deliveries only) 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. Two Chefs 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 aforesaid default of acceptance.
9.6 Delivery will be completed when we deliver the Products to the address you gave us. If no one is available at your address to take delivery, our delivery partner will leave you a notification of the Products in a designated safe place (where possible) or will leave you a note that the Products have been returned to their premises, in which case please contact them to rearrange delivery.
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 Two Chefs’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 Two Chefs 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 Two Chefs will not attempt a further delivery. You are obliged to bear all expenses related to aforesaid default of acceptance.
9.14 Two Chefs 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. Two Chefs 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. Two Chefs 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. Two Chefs 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 our delivery charges will be as quoted on our Website from time to time, except in cases of obvious error.
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. Two Chefs 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. Two Chefs does not have access to view your full credit or debit card details.
11.8 Payment is processed on the endinv at your allocated order deadline.
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 Two Chefs 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.
12. PAYMENT COLLECTION
12.1 If payment is not processed when re-attempted by Two Chefs 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 Two Chefs 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 Two Chefs 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 Two Chefs account.
13. OUR REFUNDS POLICY
13.1 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.
14. WARRANTY
14.1 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.
15. OUR LIABILITY
15.1 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.
15.2 Nothing in this agreement excludes or limits our liability for:
15.2.1 Death or personal injury caused by our negligence;
15.2.2 Fraud or fraudulent misrepresentation;
15.2.3 Any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
15.2.4 Defective products under the Consumer Protection Act 1987; or
15.2.5 Any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.
16. WRITTEN COMMUNICATIONS
16.1 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.
17. NOTICES
17.1 All notices given by you to us must be addressed to Grocery Delivery E-Services Uk Limited (T/A Two Chefs) 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.
18. TRANSFER OF RIGHTS AND OBLIGATIONS
The Contract between you and us is binding on you and us and on our respective successors and assignees. 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. 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.
19. INTELLECTUAL PROPERTY RIGHTS
All content—text, logos, images—on the Website remains our property. You may not reproduce or distribute it without our express written permission.
20. 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.
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.
21. 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.
22. ENTIRE AGREEMENT
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. 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. 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.
Nothing in this clause limits or excludes any liability for fraud.
23. OUR RIGHT TO VARY THESE TERMS AND CONDITIONS
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.
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).
24. 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.
25. TELEPHONE CALLS AND SMS TEXT MESSAGES/EMAILS
Upon registration for an account, you will be asked to provide us with a telephone number at which we can reach you. That number is required for shipping and so that Two Chefs can reach you with informational calls related to your transactions. The frequency of text messages that we send to you depends on your transactions with us and you consent to receive text messages sent through an automatic telephone dialing system. All calls to and from Two Chefs may be monitored or recorded for quality and training purposes.
If you elect to receive text messages about your account, we may also send you promotional text messages and you consent to receive recurring SMS text messages sent through an automatic telephone dialing system. This service is optional, and is not a condition of purchase. You can opt out of receiving SMS messages at any time by texting STOP in response. Message and data rates may apply. We will treat data collected through text messages in accordance with our Privacy Policy.
All charges are billed by and payable to your wireless service provider. Please contact your wireless service provider for pricing and details. If you wish to opt out of such text messages, you may do so by following the "opt-out" instructions in the text message, or by editing your account settings. Message and data rates may apply. We will treat data collected through text messages in accordance with our Privacy Policy.
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