Help Centre

We’re starting in selected areas of Birmingham, Stoke-on-Trent, Stafford, Wolverhampton, Congleton, Crewe and Stone, Staffordshire, with more cities to follow. Availability depends on your location and current service coverage.

The checkout total can include the product/order amount, delivery fee, service fee and any other mandatory charge disclosed before confirmation, with discounts where applicable. The full amount shown is collected when you confirm your order.

The product prices shown in the app are agreed convenience prices. They include a markup for operating the platform and administering the service and will often be higher than a shop's shelf price. A lower shelf price alone does not entitle you to the difference. Refunds for unavailable items, approved cheaper replacements and other remedies required by law still apply. The complete price and any separate delivery or service fees are shown before you pay.

Customer Terms · Refund and Cancellation Policy

Your rider follows your replacement preference. Where available, a suitable replacement may be selected, your approval may be requested or the item may be marked unavailable. If a requested item cannot be supplied and no suitable replacement is selected or accepted, the amount charged for that unavailable item will be refunded. The remainder of the order can continue.

If no suitable rider accepts or is available to complete your request, your order will be cancelled and the full amount paid will be refunded.

You will receive a full refund.

After rider acceptance and before the final delivery journey, any deduction must reflect lawful charges for work properly performed. Acceptance alone does not mean all delivery and service fees are automatically retained. If goods have been purchased, the outcome also depends on your rights, lawful return arrangements and money recovered. See the Refund and Cancellation Policy for the full rules.

Refund and Cancellation Policy

Onwayy provides the technology platform, matching, payment administration, communications and support. You place and pay for a request in the app. When an eligible independent rider accepts, you enter a separate agreement with that rider to buy the authorised products on your behalf and deliver them to you.

Customer Terms · Customer–Rider Agreement

No. Onwayy.uk explains how the service works. Customer orders are placed through the Onwayy app.

Onwayy does not own or hold the retail inventory purchased for your request. Your rider buys the authorised products on your behalf from a suitable independent retailer under the Customer–Rider Shopping and Delivery Agreement.

Customer–Rider Agreement

Not necessarily. Riders may purchase requested products from independent third-party retailers when completing an order.

Your rider generally selects a suitable local retailer based on the request, location, opening hours and expected availability.

During normal daytime supermarket opening hours, riders are generally encouraged to use a suitable supermarket where practical. Later at night, riders may use an appropriate local retailer that remains open. The rider normally chooses the retailer based on the request, location, opening hours and expected availability.

The full amount shown at checkout is collected when you confirm your order. Onwayy does not normally use a card pre-authorisation instead of collecting payment.

You receive an Onwayy order record or receipt reflecting your agreed charges. The retailer receipt is used internally for rider reimbursement and verification and may show different prices.

For a cheaper replacement, the relevant difference is refunded or adjusted through the payment process. Any additional charge for a more expensive replacement requires your approval before purchase; otherwise that replacement should not proceed.

For Ask me before substituting, silence is not approval. If a suitable permitted replacement cannot be approved while shopping can reasonably continue, the item is skipped and the applicable Onwayy product amount refunded.

Where available, live rider tracking begins after shopping is complete and the rider is travelling to you. Connectivity and technical issues may affect updates.

The delivery PIN helps confirm handover. Never share it before your rider arrives. Follow the app’s handover process once the rider is at your address.

The delivery address cannot be changed after order placement. Check it before paying. Contact support promptly if it is wrong; cancellation or a new request may be needed.

Once shopping has been completed and the rider has started travelling to your delivery address, a change-of-mind cancellation will normally not qualify for a refund. This does not affect statutory rights that cannot legally be excluded, including rights relating to missing, faulty, damaged or incorrectly supplied products.

Use app support or email support@onwayy.uk with the order number and affected items. Please report issues within 24 hours where possible to assist investigation; this does not limit statutory rights. Do not send passwords, a delivery PIN or full payment credentials.

Eligible restricted products may be available in supported areas. Onwayy requires customers requesting them to be at least 18 and to complete the required digital and product checks. The registered account holder must receive the goods personally. Challenge 25 applies at handover, with accepted photographic identification required if you appear under 25; additional identity or product-specific checks may apply whatever your apparent age. Restricted goods cannot be left unattended or given to another adult instead. See the Restricted and Prohibited Products Policy.

Restricted and Prohibited Products Policy

No. Restricted products cannot be left unattended. The registered account holder must personally receive them and satisfy the required age and identity checks; another adult cannot receive them instead.

Use the account controls in your Onwayy customer or rider app, or visit our Delete or deactivate account page. You can also email support@onwayy.uk. Our team handles website requests manually, may contact you to verify your identity and emails you when complete. See the Privacy Policy for retention and rights.

Delete or deactivate account · Privacy Policy

Choose Cookie Settings in the footer to reopen the preference manager. You can choose optional analytics and advertising independently. Google Ads and Meta Pixel load only after you allow Advertising / Marketing.

Email support@onwayy.uk. For an existing app order, include your order number. For a rider query, include your rider-account email. We aim to respond to formal complaints within 5 working days.

Visit the rider page and start your application. Our team reviews your details and documents, contacts you by email and invites you to training after verification. Final approval follows completed training and manual review. Applying does not guarantee onboarding, work or earnings.