Terms of service
TERMS AND CONDITIONS
These terms & conditions were most recently updated on 12th November 2021 and apply to sales to consumers.
Please read these terms and conditions carefully. By using Hellenic Grocery Ltd (hereinafter "Hellenic Grocery") or submitting an order (and any subsequent orders) on hellenicgrocery.co.uk or any mobile app (together the “Website”) you are agreeing to the terms and conditions that appear below.
A. GENERAL TERMS
1. Interpretation and Scope
These terms are applicable to the users of the website and any transactions done in the store.
Scope - Your use of this website or in the store are governed by the following "Terms and Conditions" including the applicable policies which are incorporated herein by way of reference.
If you transact on the website or in store, you agree to be bound by the Terms and Conditions. You shall be subject to the policies that are applicable to the website and store for such transactions and/or access. By mere use of the website, you shall be contracting with Hellenic Grocery and these Terms and Conditions including the policies constitute your binding obligations with Hellenic Grocery.
2. Definition
1. "Buying" shall mean purchase of any product by a Customer from Hellenic Grocery.
2. "Cookies" means small text files which our website places on your device to store information about your shopping session and to identify your device.
3. "Customer" means a person or company that buys from Hellenic Grocery in store or online.
4. "Personal Information" means the details provided by you on registration or at the time you become a member and/or any subsequent information that you provide after or before the registration;
5. "Product/s" mean chattels real (movable property) bought between a Customer and Hellenic Grocery.
6. "Product Description" means that part of the website where the description of the particular product is provided.
7. "Store" means our Hellenic Grocery retail store.
8. "User" means a person who uses or accesses this website and/or is a Customer.
9. "Users" means the users of the website collectively.
10. "Website" means the website located at hellenicgrocery.co.uk and its subdomains and any subsequent URL which may replace it.
3. APPLICATION OF TERMS
3.1 The Website is operated by Hellenic Grocery Ltd (hereinafter "Hellenic Grocery"). By using the Website, you are bound by these terms & conditions. All use and purchases made on the Website are governed by Hellenic Grocery Terms and the Hellenic Grocery Terms governing any given use or purchase will be those in effect at the date of your order or specific use. We reserve the right to amend and vary any part of the Hellenic Grocery Terms from time to time. If you use the Website or purchase products after we have published any changes you will be bound by those changes. Accordingly, you should check prior to each use or order to ensure that you understand the precise Hellenic Grocery Terms applicable to your use or purchase.
4. OPENING AN ACCOUNT AND PLACING AN ORDER
4.1 You must be over 18 years old and must have completed the registration process in order to place an order. The registration process will require you to provide some compulsory personal information which will be processed in accordance with our Privacy Policy.
4.2 You confirm that all information and details provided by you to us (including on registration) are true, accurate and up to date in all respects. You can update or correct your details at any time by going to the “Your Account” section on the Website.
4.3 When you create an account with us, you will be provided with login details and asked to use passwords and other means that allow you to access the Website (together your “Login Details”). It is your responsibility to maintain the security and confidentiality of your Login Details and ensure the Login Details meet any minimum-security requirements set by us. We will not be liable to you or any other person for any loss or damage which may arise as a result of any failure by you to protect your Login Details. Should you become aware of or suspect any unauthorized use of Login Details, please contact us.
4.4 You are entirely responsible for all activity on your account, including all orders that are placed from your account.
4.5 Alcohol must be ordered by you and delivered by us during the licensing hours granted to us under our license. If you have ordered alcohol from us, it is your responsibility to ensure that the person accepting delivery is over 18. We operate a "Challenge 25" policy, which means that if the person receiving delivery of alcohol looks under 25, we will request identification. If we are not satisfied that there is a person at the delivery address who is over 18 years old who can accept delivery, we will retain the alcoholic products and you may have to pay another delivery charge. We may also request identification in relation to other age restricted products.
4.6 We reserve the right to terminate or suspend your account at our sole discretion immediately on giving you notice. We further reserve the right to decline any new customer or suspend or terminate your access to any services that we provide.
4.7 Without prejudice to the generality of clause 4.6, if we suspect fraud, unauthorized activity or any breach of the Hellenic Grocery Terms, we may suspend your account. Your account will remain suspended until you contact our Customer Hub on …(tel).... and resolve any issues which are capable of being fixed, or provide any information reasonably requested by our Customer Hub advisers to enable them to reactivate your account.
5. ACCEPTANCE OF YOUR ORDER AND PURCHASE CONTRACT
5.1 Confirmation of your order will occur by us contacting you by either sending a confirmation email to the email address you have provided to us, a text to the mobile number you have provided or push notifications through the Hellenic Grocery website or app (“Contact”) (the “Order Confirmation”).
5.2 Please note that the Order Confirmation does not constitute our acceptance of your order. Acceptance of your order and formation of the contract will take place when we dispatch your order to you.
5.3 The Order Confirmation will indicate the final cut off time for amending or canceling your order. We may also contact you a few hours before the final cut-off time for amending or canceling the order, alerting you to this cut-off time and reminding you of the scheduled delivery time of your order. Unless you have requested not to be contacted by text message, we may also send the reminder by text message to the mobile phone number you have given us when setting up your account. Any orders that have not been amended or canceled by this cut-off time cannot be amended or canceled and will be delivered by us in the scheduled delivery slot, unless you elect not to have the order delivered, in which case we will be entitled to charge you for the greater of the cost of perishable items and / or an administrative charge of £10.
5.4 After the Order Confirmation has been sent to you, any items added via "One-Click" on the website or the mobile app before the cut-off time will automatically form part of that order.
5.5 There is a minimum order requirement (excluding delivery charges) for every order placed (the “Minimum Order Requirement”). The standard Minimum Order Requirement is currently £40.00 (excluding delivery charges), but we may change this from time to time, including temporary changes during certain periods. Any changes to the Minimum Order Requirement will be set out on the Website and clearly indicated before you place your order. 5.6 Products are subject to availability and prevailing market conditions. We may limit the quantities of products supplied to you from time to time if in our opinion the quantity ordered jeopardizes availability for other customers. In the event of non-availability of any products you order, we may offer a reasonable substitute. This may affect the price you pay. Provided you have not touched the substitute item, you may reject any substitute item and we will refund the amount you have been charged for that substitute. We will identify any substitute items to you at the time of delivery and give you the opportunity to accept or reject the item at that time.
6. PRICE
6.1 With the exception of products referred to in clauses 6.3 and 6.4, the price of products will be as stated on the Website at the time you confirm your order, subject to the exceptions set out in the following clauses for which we will not be liable.
6.2 It is possible that on rare occasions some of the products listed on our Website may be incorrectly priced. If a product's correct price is higher than the price stated on our Website, we will normally reject your order for that product and notify you of such rejection. Prior to us dispatching your order, we are under no obligation to provide the product to you at the incorrect (lower), even after we have sent you an Order Confirmation.
6.3 If you subsequently amend your order to add items, the prices charged for products which were not in your original order will be the prices quoted at the time of the Order Confirmation of your amended order. If you add more of the same items which were in your original order, then the prices charged for these items will be the prices quoted at the time of the Order Confirmation of your original order. Where a substitute item is offered in place of an item ordered, the price charged for that substitute item (if accepted) will be the price applicable at the time the item is substituted. Please note that as promotions are offered for a limited period of time subsequent amendments to your order may mean that certain promotions are no longer being offered.
6.4 Where items are ordered and sold individually by weight (such as certain fresh meat, poultry, fish, cheese or fruit and vegetables), the price of these items (expressed per kilogram or other appropriate unit of measurement) will be the price on the date that they are weighed by our supplier. We have an indicative price per kg guide and an indicative product weight guide on the Website to assist your planning.
6.5 The prices stated on the Website will be inclusive of any VAT payable.
6.6 Each order you make may incur an additional charge for delivery. If your delivery is subject to a delivery charge, it will be shown to you as a separate charge on the delivery confirmation page before you confirm your order. Any delivery charge added to your order is set at our sole discretion and will be dependent upon, among other things, the value of your order, the date and time of your delivery and your delivery address. Charges may vary from day to day.
6.7 The government introduced a charge for plastic bags in 2015, which means that by law we have to charge you for the plastic bags used to deliver your order. We will automatically charge you for each plastic bag used for your delivery.
7. METHODS OF PAYMENT
7.1 Payment may be made by debit, credit or charge card and some business account cards, as well as via PayPal or cash on delivery. The debit, credit and charge cards accepted by us are those listed on the Website on the date on which your order is placed.
7.2 Authority for payment will be requested from your card issuer between the time of your order being placed and when it is delivered. This is done by 'reserving' against the card you have used for payment. The amount that is 'reserved' will either be an estimated amount of your order (including charges for carrier bags and delivery) or £1. The full price of your order will be debited from your card after we have delivered your shopping to you. We reserve the right to cancel your order if we are refused authority for payment or reasonably believe that payment will be refused at any stage.
7.3 If orders are not paid for in full or your bank declines payment on your payment card and as a result, money is owing to us, then we reserve the right to suspend your ability to place further orders until such time as the outstanding balance has been paid in full.
7.4 You agree to compensate us in full against all reasonable costs expenses and outgoings incurred by us in obtaining payments from you in the event a failed payment occurs. This may include an administration charge. We may at any time after a failed payment has occurred ask a debt collection agency to collect payment from you or take any further legal action that we deem appropriate in our discretion.
8. SPECIAL OFFERS PROMOTIONS AND COMPETITIONS
8.1 Subject to our compliance with applicable laws, we may change the terms of special offers, or withdraw them altogether, at any time and without prior notice.
8.2 We reserve the right to offer, in our complete discretion, different customers different special offers, promotions and the ability to enter different competitions.
