Customer–Rider Shopping and Delivery Agreement

1 Parties, formation and applicable documents

1.1 This Agreement is between the customer identified in an Onwayy app order (Customer) and the eligible rider accepting that order (Rider). Onwayy Delivery LTD (Onwayy) supplies the technology platform, payment administration, communications and support under the separate Customer Terms and Conditions and Rider Terms and Conditions. The Rider undertakes the shopping and delivery under this Agreement. Onwayy is not a party to this Agreement merely because it facilitates it. This allocation does not exclude Onwayy's liability for its own services, negligence, representations or statutory duties, or determine a legal classification contrary to the actual arrangements or applicable law.

1.2 By submitting an order, the Customer offers to enter into this Agreement on the terms and version made available before submission. The Rider accepts that offer by accepting the order through the app. Payment or circulation to riders alone does not constitute Rider acceptance. Orders and payments are made through the app; the website does not accept them.

1.3 The order record must identify the Customer, accepting Rider, acceptance time, applicable document versions, products, quantities, agreed prices, delivery address, substitution preference and confirmed changes. Each party must be able to retain the applicable Agreement and relevant order record. Later document changes do not retrospectively alter an accepted order without a lawful agreement.

1.4 The Restricted and Prohibited Products Policy and Refund and Cancellation Policy made available with the order apply to their respective subjects. Mandatory law takes priority. No cross-reference gives either party authority to disregard a statutory right or impose an undisclosed charge.

1.5 The Rider chooses whether to accept an offered order. After acceptance, the Rider must fulfil the obligations undertaken or promptly request support. An eligible replacement must accept the relevant obligations before taking over; reassignment does not automatically create a second customer delivery charge or extinguish liability for an earlier breach.

2 Limited purchasing agency and ownership

2.1 The Customer appoints the Rider as a limited purchasing agent to buy the ordered products and authorised substitutions on the Customer's behalf and deliver them, within confirmed quantity and spending limits. The appointment is intended to operate on an undisclosed basis: the Rider need not identify the Customer to the retailer unless disclosure is required by law, the retailer's lawful conditions or the transaction. The Rider accepts the appointment. It does not authorise a false statement, concealment contrary to law, unrelated purchase, unapproved surcharge, borrowing, credit arrangement or other commitment outside the order.

2.2 The retail purchase is made by the Rider on the Customer's behalf from an independent legitimate retailer. The retailer's lawful terms and applicable consumer rights govern that purchase. Retailer identity does not establish an Onwayy partnership, endorsement or supply obligation beyond that actually undertaken.

2.3 Subject to the retailer's lawful title provisions and applicable law, ownership of goods purchased under this appointment passes directly from the retailer to the Customer when the Rider completes the purchase. The Rider takes temporary possession for shopping, delivery and any authorised handling. Onwayy does not acquire ownership merely by administering the order or payment. This clause does not transfer any risk contrary to law, release a person from responsibility for loss or damage, bind a retailer to an arrangement it has not accepted, or remove delivery, care or remedy obligations.

2.4 The Rider must use reasonable care and skill, follow lawful confirmed instructions and stay within the appointment. Neither party may represent the Rider as authorised to bind Onwayy to another arrangement or make promises in its name.

3 Prices, authorised spending and evidence

3.1 The Customer pays the complete agreed convenience prices and disclosed Delivery Fee, Service Fee and other mandatory charges in the app through the available payment provider. An agreed Onwayy product price may include the disclosed cost of platform operation and service administration; it is not an undertaking to pass through the exact retailer price. A lower shelf price alone does not create an automatic adjustment. Refunds for unsupplied goods, approved cheaper substitutions and other valid remedies remain payable.

3.2 The Rider must comply with the spending instructions supplied for the order. A higher retailer price within Onwayy's authorised allowance does not increase the Customer's charge. If supply within that allowance is impossible, the Rider must use the permitted substitution process or skip the item. Additional customer payment requires express approval before purchase.

3.3 The Rider must purchase using their own lawful funds unless Onwayy supplies an authorised expense facility. Onwayy must reimburse the exact eligible, authorised expenditure actually incurred and adequately evidenced, less retailer refunds and other recoveries for that expenditure, under the Rider Terms and Conditions. This expense is distinct from the Customer's convenience price and the Rider's agreed Delivery Fee or other earning. The Rider must not request direct cash or other payment from the Customer for price differences, service charges or expenditure already collected through the app.

3.4 The Rider must obtain an itemised retailer receipt and upload a legible copy before the full delivery address is released. If a receipt is genuinely unavailable, the Rider must contact support and provide reasonably sufficient alternative purchase evidence. Neither party may fabricate or alter evidence. The Customer receives an Onwayy order record and may request information reasonably needed for product remedies or recalls.

3.5 Extra items or material order changes are effective only through a supported confirmation recording eligibility, quantities, price, payment, authority and Rider acceptance where needed. Informal messages, cash or private arrangements do not bypass those controls.

4 Retailer choice and product suitability

4.1 The Rider must select a legitimate retailer lawfully open and authorised to sell the products concerned, considering availability, location and practical fulfilment. A suitable supermarket should be used during its opening hours where practical; another suitable open retailer may be used otherwise. Retailer licensing restrictions must be observed. Neither stolen, counterfeit nor unlawful goods may be purchased.

4.2 A catalogue entry does not guarantee local stock. The Rider must seek the requested quantities and check apparent condition, intact packaging, relevant dates and suitability with reasonable care. Both parties must respect lawful product limits and safety restrictions.

4.3 The Customer must supply clear allergy, dietary and other material instructions through the app and inspect the delivered labels. The Rider must not guess about suitability or ignore such instructions. Neither party may rely on the Rider for medical or pharmacy advice.

5 Substitutions

5.1 The Rider must follow the recorded choice to allow similar substitutions, ask before substituting or make no substitutions. A replacement must be suitable and remain within the Customer's permission and applicable quantity, spending and safety limits. Silence is not consent where express approval is required.

5.2 If no permitted replacement is available, the Rider must skip the item and record that outcome for refund of its applicable Onwayy amount. An approved cheaper replacement attracts the corresponding reduction in the agreed product charge. A more expensive replacement requires approval of any additional charge before purchase.

5.3 Medicine active ingredient, strength or dosage form must not be changed as an ordinary grocery substitution. Alcohol, tobacco, nicotine, vaping, knives and other restricted products require the permissions and safeguards in the Restricted and Prohibited Products Policy. Quantities must not be increased to exhaust a spending allowance or circumvent limits.

6 Delivery and completion evidence

6.1 The Rider must transport goods to the confirmed address with reasonable care and suitable equipment, protecting them from contamination, damage and temperature deterioration. The Rider must comply with traffic and safety requirements. Delivery estimates do not authorise unsafe conduct or displace a binding obligation or applicable remedy.

6.2 The Customer must give an accurate address, postcode and lawful access instructions, remain available and respond to reasonable delivery contact. The address cannot be changed after placement. A material address or access problem must be referred to support; neither party may arrange an informal diversion.

6.3 The Rider must record progress truthfully and mark arrival only at the delivery address. The Customer must not disclose the delivery PIN before arrival. At the proper handover the Rider must enter the PIN and complete required evidence. A missing or unsuccessful PIN requires support; it does not permit a false completion.

6.4 Delivery photographs and records must be accurate and avoid unnecessary faces, interiors, identity documents or PINs. Both parties must preserve relevant evidence lawfully. A PIN, photograph, location or completion status is evidence, not conclusive proof defeating a valid claim.

6.5 Ordinary goods may be received by an authorised person where permitted. An unattended safe place requires a supported Customer instruction and suitability for the goods. The Rider must refuse unsafe instructions. A safe-place instruction does not excuse delivery to the wrong address or careless handling.

7 Restricted products and failed handovers

7.1 Restricted products may be supplied only if the order and recipient satisfy the Restricted and Prohibited Products Policy and applicable law. Successful payment or digital verification does not replace required doorstep checks. The registered account holder must attend, satisfy identity consistency checks and present accepted identification when required by Challenge 25 or a stronger product-specific rule.

7.2 Restricted goods must not be left unattended or handed to a neighbour, another household member or an ineligible person. The Rider must refuse an unlawful, unsafe or unverifiable handover, record the reason accurately and contact support. Neither party may pressure the other to bypass safeguards.

7.3 For absence, failed checks, address errors or another delivery obstacle, the Rider must make appropriate contact attempts, secure the goods and seek support. Customer refund entitlement and Rider reimbursement or earnings must be determined separately under the applicable terms. A compliant Rider's entitlement is not conditional on whether the Customer can lawfully be charged.

7.4 The Customer authorises reasonable, support-directed return of undeliverable goods where lawful and practical. The Rider must record goods returned, retailer responses and money recovered. Recoveries must be credited in the relevant accounts without duplicate recovery. Retailer return restrictions do not remove remedies for faulty or otherwise non-conforming goods.

7.5 If goods cannot be returned, the Customer authorises reasonable lawful steps to keep them safe while support determines the outcome without unreasonable delay. Support must consider lawful alternatives, explain proposed handling where practicable and allow a reasonable response. The Customer authorises disposal of undeliverable restricted goods only if lawful return to the retailer is impossible and continued retention presents an immediate public health and safety risk. Both conditions must be met. A failed check, absence, retailer refusal or inconvenience alone does not authorise disposal.

7.6 Where restricted-goods disposal is authorised under clause 7.5, the Rider must follow specific lawful support instructions, use an appropriate product-specific environmental and waste process, and provide proportionate evidence where safe and lawful. Support must record the reason, instructions, evidence and financial treatment and inform the Customer promptly. If both conditions are not met, the goods must remain in lawful safe custody pending a lawful resolution. The Rider must not appropriate, consume, give away or resell failed restricted goods. Disposal does not automatically remove a refund or other remedy.

8 Conduct, support and payment administration

8.1 Both parties must communicate respectfully, protect personal information and avoid discrimination, harassment, fraud, tampering or unsafe demands. Order contact details may be used only for fulfilment, related support or a genuine safety issue. Legitimate complaints and lawful claims are permitted.

8.2 The Rider may withdraw from immediate danger and seek assistance but must report the incident and cooperate with safe handling of goods. A substitute must complete the platform's applicable verification and approval process before performing the order and must be identified through the approved secure process. Unverified account sharing or impersonation is prohibited. Substitution must comply with the Rider Terms and Conditions and must not reduce the Customer's agreed rights.

8.3 Onwayy's administration of communications, evidence, adjustments and payment does not remove either party's obligations. Under the Rider Terms and Conditions, Onwayy must pay verified authorised expenditure and agreed earnings when due, including qualifying expenditure following support-directed return or disposal. The approximately two-hour processing target is a service target subject to the stated verification and banking conditions, not a guarantee of bank arrival or permission for indefinite withholding.

8.4 Where the Rider correctly applies Challenge 25 and the Customer fails to present valid accepted photographic identification when required, the Rider must refuse the restricted handover and follow support instructions to seek lawful return. Under the Rider Terms and Conditions, Onwayy guarantees that compliant Rider the full agreed Delivery Fee for the order. This payment obligation does not itself authorise any customer deduction; customer charges and refunds remain governed by the Refund and Cancellation Policy and applicable law.

9 Cancellation, liability and governing provisions

9.1 Cancellation and remedies are governed by the Customer Terms and Conditions and Refund and Cancellation Policy. Any required express request to start a service during a statutory cancellation period and acknowledgement about loss of that service's cancellation right on full performance must be separately obtained and recorded. Acceptance of this Agreement alone does not provide either or waive a goods remedy.

9.2 Each party remains liable for its own obligations and legally attributable acts. Nothing excludes statutory consumer rights, fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or liability that cannot lawfully be excluded. Ownership, retailer origin or platform status does not displace those protections.

9.3 Complaints may be sent to support@onwayy.uk with the order reference. Onwayy's target for a formal response is five working days; further investigation must be explained. Support review does not prevent a lawful court or dispute procedure.

9.4 England and Wales law governs, subject to mandatory protections and any right to use another competent UK court or forum. An unenforceable provision is ineffective to that extent without invalidating provisions capable of fair lawful operation. Delayed enforcement does not itself waive a right.

9.5 The British English version governs to the extent lawful. Translations and general guidance do not amend this Agreement or exclude binding representations or statutory rights. Each party must retain the applicable version and confirmed changes for reference.