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TERMS AND CONDITIONS

Last Updated: 8 August 2026

These Terms and Conditions ("Terms") govern your use of the efood online food ordering platform, website, mobile applications and related services (collectively, the "Platform").

By accessing or using the Platform, placing an order, registering an account, or registering as a restaurant partner, you agree to be bound by these Terms.

If you do not agree with these Terms, you should not use the Platform.

1. About efood

efood operates an online platform that allows customers to discover restaurants, browse menus and place food orders with participating restaurants.

efood acts as an intermediary between customers and restaurants.

When a customer places an order through the Platform:

• efood facilitates the ordering and payment process;

• the relevant restaurant is responsible for accepting and preparing the order;

• the relevant restaurant is responsible for delivering the order to the customer; and

• the restaurant remains responsible for the food, its preparation, packaging, quality, allergens and delivery.

The contract for the supply of food is between the customer and the restaurant, subject to the applicable provisions of these Terms.

2. Definitions

For the purposes of these Terms:

"efood", "we", "us" or "our" means the operator of the efood Platform.

"Customer", "you" or "your" means any person using the Platform to browse restaurants or place an order.

"Restaurant" means a restaurant, takeaway or food business registered with and offering its services through the Platform.

"Platform" means the efood website, mobile applications, software and related services.

"Order" means an order for food and/or beverages placed by a Customer through the Platform.

"Order Value" means the total amount payable for an Order, including applicable food prices, delivery charges, service charges, taxes and other applicable charges displayed at checkout.

3. Using the Platform

You must be at least 18 years old to create an account or place an order unless otherwise permitted by applicable law.

You agree to provide accurate, current and complete information when using the Platform.

You are responsible for maintaining the confidentiality of your account credentials and for all activity carried out through your account.

You must not:

• use the Platform for fraudulent or unlawful purposes;

• create an account using false information;

• impersonate another person or business;

• interfere with the operation or security of the Platform;

• attempt to gain unauthorised access to another account;

• introduce malicious software or code;

• use the Platform to distribute unlawful or harmful material; or

• misuse promotional offers or payment systems.

We reserve the right to suspend or terminate an account where we reasonably believe that these Terms have been breached.

4. Restaurant Information

Restaurants are responsible for providing accurate information about their business, menus, prices, opening hours, availability and delivery areas.

Menu items, photographs and descriptions are provided by restaurants and may occasionally differ from the actual product supplied.

Prices and availability may change. The price applicable to an Order is the price displayed at the time the Order is placed.

efood does not guarantee that every menu item will always be available.

5. Placing an Order

When you place an Order through the Platform, you are making a request to the relevant Restaurant to provide the selected food and/or beverages.

After an Order has been submitted, the Restaurant may accept or reject the Order.

An Order is not considered accepted until confirmation has been provided through the Platform or by another authorised method.

Restaurants may reject Orders for reasons including, but not limited to:

• the item being unavailable;

• the restaurant being temporarily unable to fulfil the Order;

• unusually high demand;

• incorrect or incomplete delivery information;

• the restaurant being outside its delivery area; or

• technical or operational problems.

If an Order is rejected after payment has been taken, the applicable amount will be refunded in accordance with our refund procedures.

6. Payment

Payments for Orders are processed through the payment methods made available on the Platform.

By placing an Order, you authorise efood and/or its payment service providers to process the amount shown at checkout.

The total amount payable will be displayed before you confirm your Order.

Depending on the Order and applicable circumstances, the total may include:

• food and beverage prices;

• delivery charges;

• service or platform fees;

• applicable taxes; and

• other charges clearly disclosed before payment.

efood may use third-party payment service providers to process transactions.

We do not normally store complete payment card details on our own systems where payment processing is handled by an authorised third-party payment provider.

7. Delivery

The Restaurant is responsible for delivering the Order to the Customer.

Restaurants must take reasonable steps to ensure that Orders are prepared, packaged and delivered appropriately and within the estimated delivery time.

Delivery times displayed through the Platform are estimates only and are not guaranteed.

Delivery may be affected by circumstances outside the Restaurant's or efood's reasonable control, including:

• traffic;

• weather;

• road closures;

• unusually high demand;

• staff shortages;

• technical problems;

• incorrect delivery information; or

• other unforeseen circumstances.

Customers must provide an accurate delivery address and any relevant delivery instructions.

If a Customer is unavailable to receive an Order, or provides an incorrect or incomplete delivery address, the Restaurant may be unable to complete the delivery.

8. Food Quality and Restaurant Responsibility

Restaurants are solely responsible for the food supplied to Customers.

Restaurants are responsible for ensuring that food:

• is prepared in accordance with applicable UK food safety laws;

• is fit for consumption;

• is accurately described;

• is properly packaged;

• is supplied in the quantity ordered;

• complies with applicable allergen information requirements; and

• complies with all applicable health, hygiene and food safety requirements.

efood does not prepare, manufacture or directly handle food supplied by Restaurants.

Any complaint relating to food quality, incorrect food, missing items, food safety or allergens should be reported as soon as reasonably possible.

Nothing in these Terms limits any statutory rights that a Customer may have.

9. Allergens and Dietary Requirements

Restaurants are responsible for providing accurate allergen and ingredient information where required by applicable law.

Customers are responsible for reviewing available allergen information and informing the Restaurant of relevant allergies or dietary requirements before placing an Order.

Although restaurants are required to take appropriate care, efood cannot guarantee that food is completely free from allergens or cross-contamination.

Customers with severe allergies should contact the Restaurant directly before ordering where necessary.

10. Order Cancellation

Once an Order has been accepted by a Restaurant, cancellation may not always be possible because preparation may have started.

If you wish to cancel an Order, you should contact the Restaurant or efood as soon as possible using the available support channels.

Where an Order has not yet been prepared or dispatched, the Restaurant may agree to cancellation.

Where preparation has already started, a refund may not be available unless required by law or otherwise agreed.

Nothing in this section affects your statutory rights.

11. Refunds and Failed Orders

Where an Order cannot be fulfilled, efood or the Restaurant may provide a refund where appropriate.

Refunds may be considered where:

• the Restaurant cancels the Order;

• the Order cannot be delivered;

• significant items are missing;

• the wrong food has been supplied;

• the Order is materially different from what was ordered; or

• a refund is otherwise required by applicable law.

Refund decisions may take into account the circumstances of the Order and any evidence available.

Approved refunds will normally be returned to the original payment method.

Processing times may vary depending on the payment provider and the Customer's bank.

12. Complaints and Customer Support

If you experience a problem with an Order, you should contact efood as soon as reasonably possible.

We may request information such as:

• the Order number;

• details of the problem;

• photographs of the food or packaging;

• delivery information; and

• other information reasonably necessary to investigate the complaint.

We may contact the Restaurant to investigate a complaint.

Where appropriate, we may facilitate communication between the Customer and Restaurant.

13. Restaurant Partners

Restaurants using the Platform agree to provide accurate business information and comply with all applicable laws and regulations.

Restaurants must maintain all licences, registrations, food safety approvals and other permissions required to operate their business.

Restaurants are responsible for:

• preparing Orders;

• ensuring food quality and safety;

• providing accurate menu and allergen information;

• accepting or rejecting Orders;

• packaging Orders appropriately;

• delivering Orders;

• complying with applicable employment, tax, food safety and consumer laws; and

• dealing appropriately with Customer complaints relating to their food or delivery services.

Restaurants must not use the Platform to offer illegal or prohibited products or services.

14. Restaurant Payments

Subject to the applicable agreement between efood and each Restaurant, efood may collect Customer payments on behalf of Restaurants and subsequently transfer the applicable amounts to Restaurants.

Any applicable commission, service fee, transaction fee, subscription fee or other charge payable by a Restaurant will be disclosed in the Restaurant's agreement or account.

efood may deduct applicable fees, refunds, chargebacks or other amounts properly payable from amounts due to a Restaurant, subject to the applicable agreement and law.

15. Promotions and Discounts

efood and Restaurants may offer promotional codes, discounts or other special offers.

Unless otherwise stated:

• promotions are subject to availability;

• promotions may have specific eligibility requirements;

• promotional codes may have expiry dates;

• promotions may not be combined; and

• promotions may be withdrawn or changed where permitted by law.

We reserve the right to refuse or cancel a promotion where we reasonably believe it has been obtained through fraud, misuse or technical abuse.

16. Reviews and User Content

Customers may be permitted to submit reviews, ratings, photographs or other content relating to Restaurants or Orders.

You must ensure that any content you submit is accurate and does not:

• contain unlawful, defamatory or threatening material;

• infringe another person's intellectual property rights;

• contain personal information belonging to another person without permission;

• contain malicious software; or

• otherwise breach applicable law.

By submitting content to the Platform, you grant efood a non-exclusive, worldwide, royalty-free licence to use, reproduce, display and distribute that content for the operation and promotion of the Platform.

We reserve the right to remove content that we reasonably believe breaches these Terms.

17. Intellectual Property

All intellectual property rights in the Platform, including its software, design, branding, logos, text, graphics and other materials, belong to efood or its licensors unless otherwise stated.

You may use the Platform for its intended personal or business purpose only.

You must not copy, reproduce, modify, distribute, sell, reverse engineer or commercially exploit any part of the Platform without our prior written permission.

Restaurant trademarks, logos, photographs and menu content remain the property of the relevant Restaurant or its licensors.

18. Availability of the Platform

We aim to keep the Platform available and functioning properly but do not guarantee that it will always be available, uninterrupted or error-free.

The Platform may occasionally be unavailable because of:

• maintenance;

• software updates;

• technical failures;

• third-party service failures;

• security incidents; or

• circumstances beyond our reasonable control.

We may modify, suspend or discontinue any part of the Platform where reasonably necessary.

19. Our Role and Liability

efood provides an online platform and payment facilitation service connecting Customers with Restaurants.

efood does not prepare, manufacture or directly deliver food unless expressly stated otherwise.

To the extent permitted by law, efood is not responsible for:

• the quality, preparation or ingredients of food supplied by a Restaurant;

• the accuracy of Restaurant-provided menu information;

• delays caused by a Restaurant;

• the Restaurant's failure to deliver an Order;

• food allergies or reactions caused by food supplied by a Restaurant; or

• acts or omissions of a Restaurant.

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that applicable law does not permit us to exclude.

20. Consumer Rights

Nothing in these Terms is intended to remove or restrict rights that you have under UK consumer protection law.

Where applicable, statutory rights relating to the quality, description and conformity of goods and services remain unaffected.

If any provision of these Terms conflicts with a mandatory consumer right, the mandatory legal right will prevail.

21. Data Protection and Privacy

We process personal information in accordance with our Privacy Policy.

Personal information may be used to:

• create and manage accounts;

• process Orders and payments;

• communicate with Customers and Restaurants;

• provide customer support;

• prevent fraud and misuse;

• improve the Platform; and

• comply with legal obligations.

Restaurants may receive information necessary to fulfil an Order, including Customer name, delivery address, contact information and Order details.

Further information about how personal data is processed is provided in our Privacy Policy.

22. Third-Party Services

The Platform may use third-party services, including payment providers, hosting providers, communication services, analytics providers and other technology providers.

Third-party services may be subject to their own terms and privacy policies.

efood is not responsible for the independent operation of third-party services except where required by applicable law.

23. Account Suspension and Termination

We may suspend or terminate your access to the Platform if:

• you materially breach these Terms;

• you engage in fraudulent activity;

• you misuse the Platform;

• your account presents a security risk; or

• we are required to do so by law.

Restaurants may also have their accounts suspended or terminated in accordance with their separate Restaurant Agreement.

Termination does not affect rights or obligations that arose before termination.

24. Changes to These Terms

We may update these Terms from time to time.

Where changes are material, we may provide reasonable notice through the Platform or other appropriate communication channels.

The updated Terms will apply from the effective date stated at the beginning of the revised Terms.

Your continued use of the Platform after the effective date constitutes acceptance of the updated Terms, to the extent permitted by law.

25. Events Beyond Our Control

We will not be responsible for failure or delay caused by circumstances beyond our reasonable control.

Such circumstances may include natural disasters, extreme weather, fire, flood, strikes, governmental action, public health emergencies, war, civil unrest, major technical failures, telecommunications failures or widespread internet disruption.

26. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be modified or removed to the minimum extent necessary.

The remaining provisions will continue to apply.

27. No Waiver

If we do not immediately enforce a provision of these Terms, this does not mean that we waive our right to enforce that provision later.

28. Entire Agreement

These Terms, together with any applicable policies, Restaurant Agreements and other terms expressly referred to within them, form the agreement between you and efood regarding your use of the Platform.

29. Governing Law

These Terms and any dispute or claim arising out of or in connection with them shall be governed by the laws of England and Wales, except where mandatory consumer protection laws require otherwise.

Subject to applicable consumer rights, the courts of England and Wales shall have jurisdiction over disputes arising in connection with these Terms.

30. Contact Us

If you have questions, complaints or requests relating to these Terms or the Platform, please contact us through the contact details provided on the efood UK website.

efood UK

Important: These Terms should be read together with efood's Privacy Policy, Cookie Policy, Refund Policy and, where applicable, Restaurant Agreement.