1. About WeDeliver and these Terms
These Terms govern use of the WeDeliver website and mobile application and orders placed through them. The Platform is operated by WeDeliver Logistics Limited, company number 14189308, registered at 30 Churchill Place, London, England, E14 5RE.
At launch, WeDeliver serves customers within Germany. We may offer cross-border or additional EU services later, in which case additional information or terms may apply.
2. WeDeliver is a marketplace
Unless we clearly state otherwise, the independent retailer identified during the ordering process is the seller of the products. The sales contract for the goods is between you and that retailer.
WeDeliver provides the online marketplace, facilitates ordering and payment, provides customer support and arranges delivery through third-party logistics providers. WeDeliver may collect payment on behalf of the retailer where applicable.
Nothing in these Terms changes responsibilities that applicable law places directly on WeDeliver or the retailer.
3. Eligibility and customer accounts
You must be at least 18 years old and have legal capacity to enter into a contract to create an account or place an order. Guest checkout is not currently available.
You must provide accurate information and keep your account details up to date. You are responsible for keeping your password and credentials secure and should notify us promptly of suspected unauthorised use.
4. Retailer and product responsibilities
The retailer is responsible, subject to applicable law, for the products it lists and sells, including product descriptions, ingredients and allergens, quality, freshness, price information supplied by it, availability, labelling, safety and regulatory compliance.
Product packaging, recipes, ingredients, sizes, appearance and other characteristics can change. Images may be illustrative. You should check the physical product label before using or consuming a product.
5. Food information and allergens
For food sold online, information that must legally be available before purchase will be provided through the listing or another clearly identified method before checkout. If you have an allergy, intolerance or dietary concern and need further information, contact help@wedeliver.uk.com before ordering. We will seek the relevant information from the retailer where appropriate.
Always check the current packaging and allergen information when you receive the product. If you cannot obtain enough information to determine whether a product is suitable for you, do not purchase or consume it.
6. Product safety
Retailers must only offer products that comply with applicable product-safety and regulatory requirements. Where WeDeliver becomes aware of a safety issue, recall or competent-authority instruction, we may remove or restrict a listing, contact affected customers, provide safety information, facilitate a recall or refund, and cooperate with the relevant authorities.
7. Prices and fees
The price and all mandatory charges applicable to your order will be shown before you place it. Prices on WeDeliver may differ from prices available through another sales channel.
Orders may include delivery fees, service fees, small-order fees, parcel-shipping charges or other fees disclosed before checkout. Fees may vary according to delivery location, order value, distance, delivery method or service level.
8. Placing and accepting an order
Submitting an order is a request to buy the goods in your basket from the relevant retailer. An automated acknowledgement that we have received your order does not necessarily mean that the retailer has accepted it.
The sales contract is formed when the order is accepted for fulfilment by or on behalf of the retailer, subject to applicable law.
Before acceptance, an order may be rejected or cancelled where reasonably necessary because an item is unavailable, delivery cannot be provided, payment cannot be authorised, fraud or a security issue is suspected, there is an obvious pricing or listing error, the retailer cannot fulfil the order, or fulfilment would breach applicable law. If money has already been taken for an item or order that is cancelled, the relevant amount will be refunded.
9. Payments
Payments are processed by providers including Stripe and PayPal. By providing payment details, you confirm that you are authorised to use the payment method.
WeDeliver does not ordinarily store complete card details. Payment providers may perform authentication, fraud and security checks under their own terms and privacy policies.
10. Availability and substitutions
Products are subject to availability and stock can change quickly. If an item becomes unavailable after you order, the retailer may offer a substitute in accordance with your substitution preference or approval. If no approved substitute is available, the item will be removed and refunded.
11. Cancellations, returns and refunds
You may request cancellation until the retailer starts picking or preparing your order. After that point, operational cancellation may not be possible.
Your statutory withdrawal rights for eligible goods, the exclusions applying to perishable and certain hygiene-sensitive products, and the process for missing, incorrect or damaged items are explained in the Refund, Cancellation & Returns Policy. Those rights form part of these Terms.
12. Delivery
WeDeliver uses third-party delivery and logistics providers. Depending on location and order type, delivery may be same-day or local in Munich or parcel delivery elsewhere in Germany.
Delivery times are estimates unless expressly stated to be guaranteed. Actual timing may be affected by retailer preparation, traffic, weather, carrier capacity, parcel-network delays, public holidays, address issues and events outside reasonable control.
A delay beyond an estimated time does not by itself give an automatic right to a delivery-fee refund. Mandatory rights relating to non-delivery or legally significant delay remain unaffected.
13. Your delivery responsibilities
You must provide a complete and accurate delivery address, a valid contact number where required, access information and reasonable delivery instructions. For local deliveries, you may need to be available to receive the order.
If delivery fails because information supplied by you was incorrect, access was not reasonably possible, or you were unavailable where attendance was required, additional delivery or redelivery costs may apply to the extent permitted by law.
14. Perishable and temperature-sensitive goods
Fresh, frozen and chilled goods should be received promptly and stored in accordance with their instructions. If a delivery fails for reasons attributable to the customer, safe redelivery of perishable goods may not be possible. This does not affect rights relating to goods that were defective, unsafe or non-conforming when delivered.
15. Promotions, vouchers and credits
We may offer promotional codes, vouchers, referral benefits, account credits, discounts or free delivery. Separate promotional terms may apply.
We may refuse, cancel or reverse a promotional benefit where reasonably necessary because of fraud, multiple-account abuse, manipulation, misuse, a technical error, an obvious pricing error or breach of the promotion terms, subject to applicable law.
16. Acceptable use
You must not:
- use the Platform unlawfully or fraudulently
- attempt unauthorised access to accounts, systems or data
- interfere with security or introduce malware or harmful code
- use another person's identity or payment method without authority
- manipulate prices, promotions, referrals or refunds
- scrape or extract Platform data in breach of applicable law or our rights
- threaten, harass or seriously abuse retailers, delivery partners or support staff
17. Account suspension or closure
We may restrict, suspend or close an account where reasonably necessary because of fraud, serious or repeated breach of these Terms, payment abuse, security concerns, unlawful activity, promotion abuse, serious misconduct or a legal or regulatory requirement. Where required, we will provide appropriate information or notice.
Closing an account does not remove rights or obligations relating to existing orders, refunds, outstanding payments or legal claims.
18. Intellectual property
The WeDeliver Platform, software, branding, designs and content owned by WeDeliver are protected by intellectual-property laws. We give you a limited, personal, non-exclusive and non-transferable right to use the Platform for its intended consumer purpose.
Retailer and manufacturer names, trademarks, product images and other materials may belong to the relevant retailer, manufacturer or other rights holder.
19. Third-party services
The Platform relies on third parties such as retailers, payment providers, mapping services and delivery partners. Their own terms and privacy notices may apply to services they provide independently. This does not remove responsibility that WeDeliver has under mandatory law for its own acts or omissions.
20. Liability
Nothing in these Terms excludes or limits liability or consumer rights where doing so would be unlawful.
To the extent permitted by law, WeDeliver is not responsible for loss caused solely by a retailer's breach of the sales contract, inaccurate information independently supplied by a retailer or manufacturer, the customer's failure to follow product instructions, or events outside WeDeliver's reasonable control.
Any exclusion or limitation in these Terms applies only to the extent permitted by the mandatory law applicable to you.
21. Privacy
How WeDeliver handles personal data is explained in the Privacy & Cookie Policy and Cookie Policy. Retailers, Stripe, PayPal and delivery partners may also process personal data under their own responsibilities and privacy information.
22. Changes to the Platform and these Terms
We may update the Platform, delivery areas, retailers, payment options, features, fees or these Terms where reasonably necessary. Changes will not retrospectively alter an existing consumer contract in a way prohibited by law.
The version in force when an order is placed will normally apply to that order unless applicable law requires otherwise.
23. Complaints
If you have a complaint about an order, product, retailer, delivery, payment or the Platform, contact help@wedeliver.uk.com. We may coordinate with the relevant retailer, delivery provider or payment provider to resolve the issue.
24. Governing law and jurisdiction
These Terms and your relationship with WeDeliver are generally governed by the laws of England and Wales, subject to mandatory consumer-protection law.
If you are a consumer resident in Germany or another EU Member State, this choice of law does not deprive you of mandatory protections that apply under the law of your habitual residence. Nothing in these Terms prevents you from bringing proceedings in a court that has jurisdiction under mandatory applicable law.
The sales contract between you and the retailer may also be subject to laws that apply independently to that contract.
25. General
If any provision of these Terms is invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law. If we do not immediately enforce a provision, that does not mean we waive the right to enforce it later.
Contact details
WeDeliver Logistics Limited
Company number: 14189308
Registered office: 30 Churchill Place, London, England, E14 5RE
Email: help@wedeliver.uk.com