Onwayy Restricted and Prohibited Products Policy

1 Application and incorporation

1.1 This Policy governs products requested, purchased and delivered through Onwayy's app and order service. In this Policy, “Onwayy”, “we” and “us” mean Onwayy Delivery LTD; “Customer” means the registered account holder placing a request; “Rider” means the independent rider accepting it; “Retailer” means the independent shop from which products are purchased; and “Order” means the confirmed shopping and delivery request.

1.2 This Policy forms part of the Customer Terms and Conditions, Rider Terms and Conditions and Customer–Rider Shopping and Delivery Agreement where incorporated by those documents. It binds each party through the relevant app agreement and, for the Customer–Rider Shopping and Delivery Agreement, acceptance of the shopping and delivery request. Merely visiting the informational website does not amount to acceptance.

1.3 Customers must comply with the provisions governing requests, eligibility, instructions and receipt. Riders must comply with the provisions governing purchasing, handling, verification, refusal and reporting. Onwayy must provide the verification and support processes it promises under the applicable agreement.

1.4 Mandatory law prevails. This Policy controls product eligibility and verification requirements where another incorporated document states a less restrictive general rule. This priority does not displace the customer notice, ownership, disposal and refund safeguards in the Customer Terms and Conditions. In particular, every reference to disposal in this Policy is subject to the cumulative conditions in clause 11.3 and Customer Terms and Conditions clause 11.4. Customer refunds and Rider payments are governed by the applicable incorporated terms and Refund and Cancellation Policy, subject to statutory rights. No term authorises unlawful conduct or removes a right that cannot lawfully be excluded.

2 Availability and eligibility

2.1 A product may be supplied only if it is supported by the app, lawful in the relevant service area, available from an eligible retailer and capable of fulfilment with all required safeguards. A catalogue entry, payment or successful check does not guarantee availability or authorise unlawful supply.

2.2 “Restricted Products” comprise alcohol, tobacco, vaping and nicotine products, eligible bladed household products and General Sale List medicines described below. Onwayy requires every Customer requesting these products to be at least 18. This is a platform eligibility rule, including for General Sale List medicines; it does not mean that every product has a statutory minimum purchase age of 18.

2.3 Any stricter applicable age, birth-date, product, licensing or other legal requirement also applies. Being 18 or older never overrides a prohibition. Customers must provide accurate names, dates of birth, delivery details and verification information and must not use another person's account or false information.

3 Verification before purchase

3.1 Before a restricted request is accepted for purchase, the Customer must complete Onwayy's digital age and any required identity or product-eligibility checks. These are contractual requirements of the service. The available verification method must also satisfy any applicable product-specific legal requirements; a payment-card check alone is insufficient.

3.2 If a check fails, is incomplete or is inconclusive, the affected Restricted Products must not be purchased. Onwayy will block or cancel that part of the request. If payment has been collected for it, Onwayy will promptly initiate the applicable refund. Bank or payment-provider processing can delay receipt. Unrestricted products may proceed only on the basis confirmed with the Customer, with resulting charges disclosed.

3.3 Passing a digital check does not replace required checks at delivery. Neither Customers nor Riders may bypass a failed check through a different recipient, changed instructions, substitution, split orders or multiple accounts.

4 Account holder and doorstep checks

4.1 The registered account holder must personally receive Restricted Products at the confirmed delivery address. An adult neighbour, family member or friend cannot receive them instead. The receiving person's identity, name and date of birth must match the required account and verification information. A mismatch requires refusal.

4.2 Onwayy applies Challenge 25. If the recipient appears under 25, the Rider must request and check accepted valid photographic identification establishing the required age. Ordinarily accepted documents are a passport, photocard driving licence or PASS-accredited proof-of-age card showing a clear photograph and date of birth and belonging to the recipient.

4.3 Appearing 25 or older does not remove the account-holder requirement or any mandatory product-specific identity check. Additional evidence may be required where the applicable verification process requires it or the Rider cannot reliably establish eligibility or identity. This Policy does not otherwise impose a universal physical photo-ID check on every recipient who appears 25 or older.

4.4 A verbal assurance, bank card, another person's document or unverified image is insufficient where accepted identification is required. A document that cannot reliably be checked may be refused. Ordinary acceptance of PASS cards does not mean they satisfy a stronger statutory verification process. Digital proof of identity is accepted only through a supported process meeting applicable requirements; a screenshot alone is not such a process.

4.5 Restricted Products must never be left unattended, in a safe place, at a door, in a locker or with an alternative recipient. Customers must not give the delivery PIN before the Rider arrives. A PIN or delivery photograph does not replace age or identity verification.

4.6 Riders must record required verification outcomes accurately through the app. They must not unnecessarily photograph, copy or retain identity documents, disclose verification information or store it on personal devices. Onwayy's Privacy Policy explains the handling of verification information.

5 Alcohol

5.1 Eligible alcohol includes beer, wine, spirits, cider and other beverages exceeding 0.5% ABV, subject to lawful supply and the app's restrictions. Riders must use a legitimate retailer and comply with applicable licence conditions, sale times and delivery safeguards. Customer instructions and the personal-shopping arrangement do not override these requirements.

5.2 A Rider must refuse a transaction or handover where unlawful, including where applicable law or licence conditions require refusal because of age, intoxication, suspected proxy purchasing or other circumstances. The Rider must contact support where the correct lawful course is unclear.

5.3 A non-alcoholic request must not be replaced with alcohol. Any permitted substitute must respect the Customer's authorised spending and quantity limits. A material change, including increased strength or volume, requires explicit approval through the app and any necessary checks. Otherwise the Rider must skip the item and Onwayy must make the applicable item adjustment or refund.

6 Tobacco vaping and nicotine products

6.1 Eligible products may include cigarettes, loose tobacco, cigars, reusable e-cigarettes or vapes and nicotine pouches, only where supported and lawful. Applicable age or birth-date requirements and retailer, packaging, product-safety, advertising and quantity restrictions apply. Tobacco for oral use that is prohibited by law is excluded.

6.2 Prohibited single-use or disposable vapes must not be requested, bought or supplied, whether or not they contain nicotine. Describing a product as rechargeable does not by itself establish that it meets all legal requirements for a reusable vape. Riders must not buy a product whose lawful supply cannot be established.

6.3 Riders must not independently change tobacco type, nicotine strength, device compatibility or quantity. Any allowed change requires explicit product-specific approval through the app and must remain lawful. Nicotine must not be introduced into a non-nicotine request without express permission and all required checks. If an authorised compliant product cannot be obtained, the Rider must skip it.

7 General Sale List medicines

7.1 Only eligible medicines classified for General Sale List supply may be requested, such as qualifying retail packs of paracetamol, ibuprofen or throat lozenges. Classification and eligibility depend on the particular product and pack; these examples do not authorise every formulation or pack size.

7.2 The retailer must be entitled to supply the medicine. Riders must purchase standard lawful retail packs, check packaging and expiry dates with reasonable care, and keep packaging, labels and instructions intact. Customers must follow product directions and warnings. Onwayy and Riders do not provide medical or pharmacy advice; Customers requiring advice must consult a pharmacist or other qualified healthcare professional.

7.3 Legal, retailer, label and stricter app quantity limits apply together. Customers and Riders must not combine retailers, split orders or use multiple accounts to evade a limit. Riders must not break packs or supply an unsafe quantity. A supported, authorised reduction may proceed; otherwise the affected item must be skipped.

7.4 Changes of active ingredient, strength, dosage form or medical suitability are not ordinary similar substitutions. The exact eligible product must be supplied or skipped unless a specific lawful alternative is explicitly authorised through the app. A Customer note or Rider suggestion does not replace professional advice.

7.5 Prescription-only and Pharmacy-only medicines are prohibited. Customers must not ask Riders to obtain prescriptions, complete clinical consultations on their behalf or disguise medicines as other goods.

8 Knives and bladed household products

8.1 Only eligible lawful kitchen knives, utility knives and cutlery blades supported by the app may be requested. Pocket knives, machetes, axes and tactical knives are excluded under clause 9 even if a particular item could lawfully be purchased outside this service.

8.2 Purchase and delivery may proceed only where all applicable stronger age and identity safeguards are enabled and completed. Ordinary Challenge 25 or a general database match must not be treated as sufficient where a different verification process is required. Riders must use legitimate retailers and refuse fulfilment if a required safeguard is unavailable or fails.

8.3 Riders must not independently substitute a different, more dangerous or differently restricted type. A permitted material change requires explicit approval and all applicable checks. No prohibited product may be substituted. If no compliant authorised match is available, skip the item.

9 Prohibited products and additional restrictions

9.1 Customers must not request, and Riders must refuse to purchase or deliver through Onwayy: prescription-only or Pharmacy-only medicines; firearms or ammunition; prohibited weapons; tactical knives, pocket knives, machetes or axes; fireworks or spray paint; glues, lighter fluids or aerosols presenting a high risk of substance abuse; duty-free goods; untaxed tobacco; counterfeit goods; or goods reasonably suspected of being stolen.

9.2 The express exclusions in clause 9.1 are Onwayy platform restrictions and may be stricter than the law. They do not imply that every excluded product is universally unlawful.

9.3 Illegal drugs, illegal explosives, unlawfully supplied hazardous products and anything otherwise unlawful to purchase, possess, sell or deliver in the circumstances are also prohibited. Customers must not conceal such items in generic product fields, delivery notes or substitution messages. An accidental listing creates no exception.

9.4 Other eligible household chemicals or restricted goods remain subject to their applicable age, quantity, storage, transport and delivery requirements. A broad catalogue category does not establish eligibility. Onwayy may exclude products it cannot safely or lawfully fulfil and must identify any affected order adjustment or refund.

10 Quantities promotions and handling

10.1 Onwayy may impose communicated quantity or delivery-capacity limits for legal compliance, retailer restrictions or safety. Any authorised reduction must be reflected in what is charged. Quantity limits do not authorise charging for goods that are not supplied, subject to the separate failed-delivery rules.

10.2 Restricted Products may be excluded from promotions, qualifying spend or rewards where the disclosed campaign conditions or law require. No promotion overrides eligibility, quantity limits or a ban. Applicable Promotions and Referral Terms also apply where incorporated into the offer.

10.3 Riders must handle eligible products safely, follow relevant packaging and transport instructions and keep an accurate itemised purchase receipt. Customers must not request unsafe handling or use the service to evade retailer controls.

11 Failed handover returns and disposal

11.1 If the account holder is absent, required identification is unsuitable, information does not match, age or other eligibility cannot be established, or handover would otherwise be unlawful, the Rider must refuse the restricted handover, record the reason and contact support. Unrestricted items may be handed over only where safe, authorised and separately recorded.

11.2 The Rider must seek prompt support instructions, keep the goods secure and attempt a lawful retailer return where possible. The Rider must record the retailer's response and any refund. If return cannot be made, support must assess lawful alternatives and arrange appropriate secure custody, taking account of ownership, product condition and safe storage requirements. The Rider must not abandon goods, give them away, keep them for personal use, consume them or resell them.

11.3 The Customer authorises the Rider to dispose of undeliverable Restricted Products only if both conditions are met: lawful return to the Retailer is impossible, and continued retention presents an immediate public health and safety risk. Disposal must be reasonably necessary for safety and carried out under specific lawful support instructions. A failed age or identity check, customer absence, inconvenience, storage cost or inability to arrange redelivery does not by itself satisfy those conditions. If the conditions are not met, support must arrange continued lawful secure handling; this Policy gives no authority for disposal merely to close the Order.

11.4 Before authorised disposal, support must record why lawful return is impossible, the immediate risk and the instructions given. Where reasonably practicable without worsening that risk, Onwayy must notify the Customer and allow a reasonable response. The Rider must provide proportionate evidence of the authorised disposal, obtained safely and without unnecessary personal information. Neither notification nor support approval replaces either condition in clause 11.3. The Rider must not undertake unsafe destruction and must seek emergency assistance where necessary.

11.5 Any authorised disposal must use a lawful route suitable for the product. Vapes and batteries require appropriate electrical-waste collection or recycling; an ordinary public waste bin is unsuitable. Liquids, medicines and other controlled waste must not be discarded through an unsuitable drain, container or facility. Customer ownership does not permit an unlawful handover, and a failed check does not create a general statutory duty of immediate destruction or automatically extinguish ownership, refund or other rights.

11.6 Any retailer refund, credit or other recovery must be recorded and accounted for under the relevant terms. The same cost must not be recovered twice. Customer refunds, reasonable permitted charges, Rider reimbursement and Rider earnings are assessed separately under the applicable agreements. Where the Rider correctly applies Challenge 25 and refuses handover because required accepted photographic identification is not produced, the full Delivery Fee guarantee in the Rider Terms and Conditions applies. That guarantee and any shopping reimbursement do not themselves determine what may lawfully be charged to or retained from the Customer.

12 Reporting and enforcement

12.1 Customers and Riders must report prohibited listings, suspicious goods and unsafe instructions through the app or to support@onwayy.uk. Riders must stop an unlawful request and seek emergency assistance where necessary.

12.2 Onwayy may remove a listing, stop the affected request and investigate suspected breaches. Suspension, termination and review are governed by the applicable Customer or Rider Terms. Customer refunds and Rider payments must still be assessed on their own facts and applicable rights.