Customer terms.

1.1 Peppit Direct is an online ordering service run by Peppit Ltd, a company registered in England and Wales (company number 17433912). Our registered office is Unit 145, Stratford Workshops, Burford Rd, London E15 2SP. You can contact us at support@peppit.ai.

1.2 Peppit Direct lets you order from independent shops ("Shops") for click and collect or delivery. Each Shop sells its own products. When you buy products, your contract for those products is with the Shop. We run the ordering service and take payment on the Shop's behalf.

1.3 Where you choose delivery, we arrange it for the Shop using an independent courier company. We do this as the Shop's agent: the Shop remains responsible to you for your whole order, including delivery.

1.4 These terms apply every time you use Peppit Direct or place an order. Please read them before ordering. By placing an order, you agree to them.

1.5 We may update these terms from time to time. The version that applies to your order is the one shown when you placed it.

2.1 You must be 18 or over to order age-restricted items (see section 8).

2.2 You must give accurate details when you order, including your name, a UK mobile number and, for delivery, your full address. The courier may call your mobile number, so please keep it switched on.

2.3 You must not:

• place fake orders, or orders you don't intend to pay for or collect
• use a discount code you're not entitled to, or try to use one more than once
• be abusive or threatening to Shop staff or couriers
• try to interfere with how Peppit Direct works

2.4 If you break these terms, we or the Shop may cancel your order and refuse future orders.

3.1 Each Shop sets its own prices. Prices on Peppit Direct may differ from prices in the Shop.

3.2 Product photos are for illustration. Packaging and sizes can change, so the product you receive may look slightly different.

3.3 Allergens and dietary information: the Shop is responsible for the products it sells. Always check the packaging before eating or drinking a product. If you have an allergy or dietary need, contact the Shop before ordering.

3.4 If a product is listed at the wrong price by mistake, the Shop may cancel that order and refund you in full.

3.5 All prices include VAT where it applies.

4.1 You place an order by pressing Pay at checkout. We'll email you an order confirmation. Your contract with the Shop starts when you receive that confirmation.

4.2 You can only order while the Shop is open. Delivery is available until 30 minutes before the Shop closes.

4.3 Delivery is only offered to addresses our courier can reach. If we can't deliver to your address, you can choose click and collect instead.

4.4 Some Shops offer delivery deals with a minimum order amount (see section 13).

5.1 You pay by card. Payments are processed securely by our payment provider, Stripe. We never see or store your full card details.

5.2 Click and collect orders are charged when you place the order.

5.3 Delivery orders work differently:

• When you place the order, we hold an amount on your card. This covers your items and the highest possible delivery price.
• We take the final amount only when the Shop has packed your order and a courier has accepted the delivery.
• Any unused part of the hold is released. Your bank may take a few working days to show this.

5.4 The delivery price depends on distance and the size of your order. At checkout we show the expected delivery price and the most it can be ("up to"). If your order needs a larger courier vehicle once packed, the delivery price may rise, but never above the "up to" amount you saw. You will never pay more than the amount held.

5.5 If a Shop pays part or all of the delivery price (for example "£3 off delivery"), this is shown at checkout and taken off what you pay.

6.1 We'll let you know when your order is ready to collect from the Shop.

6.2 Please bring your order number. If your order includes age-restricted items, bring photo ID: the Shop can't hand them over without it.

6.3 Please collect your order before the Shop closes on the day you order. If you don't collect it by then, the Shop may cancel it and you won't get a refund, although a Shop may choose to help.

7.1 Deliveries are made by an independent courier company. When your order is on its way, we'll email you a link to track it.

7.2 Delivery times are estimates. We'll do our best to get your order to you quickly, but delays can happen.

7.3 Someone must be at the delivery address to receive the order, and reachable on the mobile number you gave.

7.4 Where delivery cannot be completed for a reason attributable to you, including where (a) no one is available at the delivery address to receive the order, (b) the order is refused, (c) the delivery address or contact details you provided are incorrect or incomplete, or (d) the age, identity or sobriety check described in section 8 is not satisfied, the order will be returned to the Shop (a "Failed Delivery").

7.5 In the event of a Failed Delivery:

(a) you shall remain liable for 100% of the delivery charge, including any part of it that was paid or discounted by the Shop, together with the cost of returning the order to the Shop, and no part of these charges shall be refunded to you;

(b) the Shop reserves the right, to the fullest extent permitted by law, to retain all or part of the price paid for the items, and any refund of the price of the items shall be at the Shop's sole discretion; and

(c) any amounts for which you remain liable may be deducted from any refund made to you.

7.6 Any dispute arising from a Failed Delivery, including any dispute about the items or any refund of their price, shall be solely between you and the Shop. Peppit acts only as the Shop's agent and, save as required by law, shall have no liability to you in respect of any such dispute.

7.7 If your order is lost or damaged by the courier, you'll get a full refund.

8.1 Some products can only be sold to people aged 18 or over, including alcohol, tobacco and vapes, lottery tickets and scratchcards, knives, fireworks, solvents and lighter refills. These are marked 18+.

8.2 By ordering an 18+ item, you confirm you are 18 or over.

8.3 For delivery, the courier will check photo ID. If you look under 25 and can't show valid photo ID, or appear to be intoxicated, the courier can't hand over the order. Someone aged 18 or over must receive it, and it can't be left on the doorstep or in a safe place.

8.4 For click and collect, the Shop will check your photo ID when you collect.

8.5 If an order can't be handed over for these reasons, it will be returned to the Shop and treated as a Failed Delivery under clauses 7.4 to 7.6.

8.6 The Shop or courier may refuse to supply age-restricted items to anyone if they reasonably believe the sale would break the law.

9.1 To cancel, contact the Shop as soon as possible. Their details are in your order confirmation email.

9.2 Before your order is packed: you can cancel free of charge. For delivery orders, the hold on your card is released and you won't be charged.

9.3 After the courier has been booked: if you ask to cancel, the courier company may charge a cancellation fee. If it does, we'll deduct that fee from your refund and tell you the amount.

9.4 Once your order has been collected or delivered, you can't cancel it, but see section 11 if something is wrong.

9.5 Your right to cancel within 14 days: for products not covered by the exceptions below, you can cancel within 14 days of receiving them and get a refund, as long as they are returned to the Shop unopened and in their original condition. You pay the cost of returning them. This right does not apply to goods that spoil quickly, such as fresh, chilled or frozen food, or to sealed goods that have been opened and can't be returned for health or hygiene reasons. To cancel, contact the Shop or support@peppit.ai.

10.1 A Shop or we may cancel your order, for example if:

• a product is out of stock
• the Shop is closed or can't prepare your order
• a delivery order hasn't been packed within 2 hours, or by 30 minutes after closing
• no courier is available
• a price was listed incorrectly

10.2 If your order is cancelled for any of these reasons, you'll get a full refund, or for delivery orders the hold on your card will be released. We'll email you to let you know.

11.1 If anything is missing, wrong, damaged or not of satisfactory quality, contact the Shop or us at support@peppit.ai within 24 hours of receiving your order. Photos help us sort it out quickly.

11.2 Where we and the Shop agree there's a problem, you'll get a refund for the affected items.

11.3 If an item in your order is unavailable, the Shop may remove it. You won't pay for removed items: for delivery orders, the amount we take is reduced, and for click and collect orders, you'll be refunded for them. We'll let you know what was removed. Shops don't offer substitutes.

11.4 This doesn't affect your legal rights under the Consumer Rights Act 2015.

12.1 Refunds go back to the card you paid with. They usually appear within 5 to 10 working days, depending on your bank.

12.2 Where your payment was only held and never taken, the hold is released instead of refunded. You won't see a charge, but your bank may take a few days to make the money available again.

12.3 We never refund more than you paid.

13.1 Shops may offer discount codes, for example on their printed leaflets. Unless stated otherwise:

• a code is for your first Peppit Direct order from that Shop only
• each customer can use it once (we check by email address and phone number)
• it applies to the items, not the delivery price
• it can't be exchanged for cash or combined with another code

13.2 A Shop can end an offer at any time. If an end date is printed on a leaflet, the offer is valid until 23:59 UK time on that date.

13.3 Delivery offers (for example "£3 off delivery on orders over £15" or "Free delivery over £50") are paid for by the Shop and apply only to orders meeting the conditions shown.

13.4 We may cancel a discount if a code has been misused.

14.1 For questions about your order or products, contact the Shop first. Their details are in your order confirmation.

14.2 For anything about Peppit Direct, payments or delivery, email support@peppit.ai. We aim to reply within 2 working days.

14.3 If you're unhappy with how we've handled a complaint, you can contact Citizens Advice for free, independent advice.

15.1 The Shop is solely responsible for the products it sells, including their quality, safety, freshness, description, allergen and ingredient information, and whether they are fit to eat or use. Peppit does not make, store, handle or inspect products, and is not responsible for any illness, allergic reaction, injury or other harm caused by a product you buy from a Shop. Any claim about a product must be made against the Shop.

15.2 We are responsible for running Peppit Direct with reasonable care and skill, and for arranging delivery where you choose it.

15.3 Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that can't be limited by law.

15.4 Peppit is not responsible for:

• a failed or late delivery caused by you, including where no one is available to receive the order, the order is refused, the address or contact details you gave are wrong, or the ID or age check fails (see clauses 7.4 and 8.5)
• losses caused by a Shop, including its products, prices, stock and opening hours
• events outside our reasonable control, such as severe weather, strikes, network or payment outages, or courier availability
• the website or app being unavailable or interrupted
• loss of profits, revenue, business, anticipated savings, data or goodwill
• any indirect or consequential loss, or any loss that was not reasonably foreseeable when you placed your order

15.5 Peppit Direct is for personal use only. If you use it for a business purpose, we have no liability to you for any business loss.

15.6 Subject to clause 15.3, our total liability to you in connection with these terms and your use of Peppit Direct will not exceed £500.

15.7 Nothing in these terms affects your legal rights as a consumer.

16.1 We use your personal information as set out in our Privacy Policy at www.peppit.ai/privacy.

16.2 To complete your order, we share your name, phone number and, for delivery, your address and any notes for the courier, with the Shop and the courier company.

16.3 Courier and customer can call each other through masked phone numbers, so neither sees the other's real number.

17.1 Some product details and photos come from our Global Product Registry and from Open Food Facts (© Open Food Facts contributors), used under open licences. See our FAQ for details.

17.2 Brand names, logos and packaging designs shown in product photos belong to their owners.

17.3 The Peppit name, logo and website content belong to Peppit Ltd.

18.1 We're not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, strikes or network outages.

18.2 If any part of these terms is found to be invalid, the rest still applies.

18.3 We may transfer our rights under these terms to another business. We'll tell you if this affects you.

18.4 These terms are in English and governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts.