Onwayy Customer Terms and Conditions

1 Definitions and the documents that apply

1.1 In these Terms, Onwayy, we, us and our mean Onwayy Delivery LTD; you and Customer mean the person placing a request; App means the Onwayy customer application; Platform means our App, website and related service systems; Rider means the eligible independent person accepting a request; Retailer means the independent shop from which products are purchased; and Order means your request as confirmed in the App, including products, quantities, permissions, address and agreed charges.

1.2 The Customer–Rider Shopping and Delivery Agreement, Refund and Cancellation Policy and Restricted and Prohibited Products Policy form part of the arrangements for an Order. The Customer–Rider Shopping and Delivery Agreement is a contract between you and the accepting Rider. The other two policies apply to their stated subjects within your contract with us and, where incorporated, your contract with the Rider. Applicable Promotions and Referral Terms also apply where you choose to use an offer.

1.3 We must make the applicable documents available to you before you agree, identify their version or effective date, and provide access to a copy you can save. We must provide your Order confirmation and applicable contractual information by email or another durable medium. Our Privacy Policy explains personal-data processing; accepting these Terms is not consent to optional marketing or unnecessary data processing.

1.4 Mandatory law and rights that cannot be excluded take priority. Your confirmed Order identifies the agreed products, authorised changes and charges; the Customer–Rider Shopping and Delivery Agreement governs the Rider's performance; and the two subject policies govern refunds and restricted products respectively. Read these documents together. An Order or general term does not remove an express protection elsewhere. We will resolve ambiguity fairly and consistently with consumer law. Binding pre-contract information is not displaced by a general entire-agreement clause.

2 Agreement and Order acceptance

2.1 You offer to enter into a platform contract by selecting the App's acceptance control after receiving these Terms. That contract takes effect when we confirm acceptance or activate the relevant account or service after your acceptance. Mere website browsing does not place an Order, authorise a purchase or constitute agreement to paid services.

2.2 Each confirmed Order is your offer to an eligible Rider to perform the Customer–Rider Shopping and Delivery Agreement for that Order. That agreement forms when a Rider accepts in the rider app. We must record and make available the acceptance, assigned Rider and Order details. Payment, display in the offer pool or a submitted status alone is not Rider acceptance. We do not promise that every request will be accepted.

2.3 In exchange for your payment of the agreed charges and compliance with these Terms, we agree to provide the platform, payment administration, communications and support services described here with reasonable care and skill. The Rider separately undertakes the accepted shopping and delivery duties in exchange for the agreed remuneration administered through Onwayy. You must not pay the same agreed charge twice merely because these are separate contracts.

2.4 Customer orders and payments take place through the App, not the public website. You must review the products, quantities, substitution preferences, address, eligibility requirements and complete price before confirming. If no suitable Rider is available and we cannot fulfil the request, we must cancel it and refund the full amount paid.

3 Eligibility and your account

3.1 You must be legally capable of entering the relevant contracts and meet the eligibility requirements presented before an Order. For restricted products, you must be at least 18 under Onwayy's policy and meet any stricter legal, identity or product-specific requirement. A registered account or successful payment does not establish eligibility for every product.

3.2 You must provide and maintain accurate account, name, date-of-birth, contact and delivery details, keep sign-in credentials secure, and promptly report suspected misuse. You must not share an account to evade checks, impersonate another person or permit an ineligible person to obtain restricted products. You are responsible for instructions you authorise, but are not automatically liable for every unauthorised transaction.

3.3 The service is for personal and household use. You must not use it for unauthorised resale, commercial distribution, evasion of quantity restrictions or unlawful activity. A catalogue listing does not authorise a prohibited request.

4 The role of Onwayy and the purchasing appointment

4.1 Onwayy provides a technology platform that enables you to request shopping and delivery from independent Riders. We do not own, hold or supply the retail inventory purchased for your Order and do not undertake the Rider's shopping or delivery services. Our services under these Terms are access to the Platform, matching, payment and Order administration, communications and support. We must perform our own services with reasonable care and skill. This allocation does not exclude responsibilities imposed on us by law or responsibility for our own representations.

4.2 When a Rider accepts your request, you enter into a separate shopping and delivery agreement directly with that Rider. You appoint the Rider as your limited, undisclosed purchasing agent to buy the requested products and permitted substitutions on your behalf from a legitimate Retailer, within your Order and authorised spending instructions. This means the Rider may buy for you without identifying you to the Retailer unless disclosure is required by law or the Retailer's lawful terms. You do not authorise unrelated purchases, unapproved additional charges or commitments outside that appointment.

4.3 The retail purchase is intended to be made between you, acting through your Rider, and the Retailer. The Retailer's lawful sale conditions and applicable statutory rights govern that purchase. Onwayy is not a party to the separate Customer–Rider Shopping and Delivery Agreement or the retail purchase and does not undertake the Rider's or Retailer's performance. That does not exclude responsibility that the law places on Onwayy, including for its own services, conduct or representations. The Rider must comply with relevant retail, licensing and product restrictions; the purchasing appointment does not dispense with any licence, authorisation or other safeguard required by law.

4.4 The Rider normally chooses a suitable Retailer based on products, opening hours, stock, location and practical fulfilment. A suitable supermarket is encouraged during normal opening hours where practical; another suitable open shop may be used later. You are not ordering from a specified Retailer unless the Order expressly says so.

4.5 Retailers are independent and need not be Onwayy partners. Unless expressly stated, their names, branding, packaging or products do not signify our affiliation, sponsorship or endorsement. We are not the manufacturer of third-party products. The Rider has no authority to make unrelated promises on Onwayy's behalf.

4.6 As between you and the Rider, products acquired as your agent are acquired for you, with ownership intended to pass to you when purchased and paid for at the Retailer, subject to the Retailer's lawful terms and applicable law. Onwayy does not acquire ownership merely by administering payment. Ownership does not itself transfer every transit risk to you, excuse careless handling or defeat statutory remedies. Risk and responsibility remain governed by applicable law and the parties' duties, including the Rider's duty of reasonable care through delivery or authorised handling after failure.

5 Prices payment and purchase records

5.1 The product prices displayed and accepted in the App are agreed convenience prices for fulfilment of your request. They include a markup that covers operating the Platform and administering the service, and will often be higher than the Retailer's in-store shelf prices. They are not a promise to pass through the exact shelf prices. A lower price on the Retailer's receipt does not, by itself, entitle you to a refund of the difference. This does not restrict refunds for goods not supplied, cheaper agreed substitutions, cancellation or any other remedy required by law.

5.2 We must show the complete amount before checkout, identifying the product convenience-price total, any separate Delivery Fee and Service Fee, other mandatory charges and discounts. This is the complete amount collected through our third-party payment provider. No separate fee is payable unless disclosed and agreed. Charges may vary with location, distance, demand, Order size, time and operating conditions. The agreed price cannot be increased without your approval merely because internal fulfilment costs change.

5.3 Where the Retailer's price is higher but within our authorised fulfilment range, we may absorb the difference without charging you more. If the product cannot be obtained within that range, the Rider must follow the permitted substitution or unavailable-item process. We do not guarantee absorption of an unlimited difference, and you are not liable for an unapproved excess.

5.4 We collect the complete amount when you confirm using the selected payment method; we do not normally use pre-authorisation instead. Collection is subject to lawful refunds and adjustments under these documents. We administer payments for the relevant services and expenditure, and Riders must not request direct payment for charges already collected through the App.

5.5 An unsuccessful payment may prevent fulfilment. If your bank records a charge without an Order confirmation, contact support with the reference and payment date, not full card details. We must investigate and reconcile duplicate or unsuccessful charges and return sums not lawfully due.

5.6 We must provide an Onwayy Order record showing your agreed charges and adjustments. The Retailer's receipt records shopping expenditure and is used for verification and Rider reimbursement; it may show different prices and is not normally your Onwayy receipt. We must provide or help obtain information reasonably needed to exercise statutory rights, identify a product or deal with a recall or complaint. Onwayy is not currently VAT registered and does not quote a VAT registration number.

5.7 If we identify a material catalogue or pricing error before confirmation, we may correct it. After payment, we must obtain agreement to a permitted correction or cancel and refund the affected item or Order. We must not silently increase an accepted price or treat an ordinary shelf-price difference as a catalogue error.

6 Availability substitutions and changes

6.1 A listing means a product may be requested, not that local stock is guaranteed. The Rider must first try to obtain the authorised products. An unavailable, unsuitable, ineligible or unauthorised item must be skipped if no permitted substitute can be obtained; we must refund its applicable Onwayy product amount. The remainder may continue where appropriate.

6.2 Where offered, your recorded choice of Allow similar substitutions, Ask me before substituting or Do not substitute governs. A permitted replacement must comply with your instructions, quantity and safety limits. We must refund or adjust the relevant difference for a cheaper agreed replacement. Any additional charge requires your approval before purchase.

6.3 Where approval is required, you should remain contactable while shopping. Silence is not consent. If the Rider cannot obtain approval while shopping can reasonably continue, the item must be skipped and its applicable amount refunded. Different pack sizes or multiple smaller packs are permitted only within your authority and applicable quantity limits; the Rider must not increase quantities simply to use a budget.

6.4 The Restricted and Prohibited Products Policy governs product-specific substitutions. In particular, Riders must not independently alter a medicine's ingredient, strength, form or suitability; introduce alcohol into a non-alcoholic request; materially increase alcohol strength or volume; change tobacco/nicotine type, strength, compatibility or quantity; or substitute a more dangerous or differently restricted knife. Required explicit approval and checks must be completed or the item must be skipped.

6.5 Product illustrations and packaging may change, but a material change to type, quantity, ingredients or suitability must be treated as a substitution. You must check current labels on delivery and report an incorrect description or supply.

6.6 Extra products or Order edits are effective only through an App-supported confirmation of the products, permissions, eligibility, price, payment and Rider acceptance where needed. A message does not authorise off-platform purchases or extra cash charges. Purchased products, restricted goods and work already performed may limit changes. The delivery address cannot be changed after placement; contact support promptly if it is wrong.

7 Coverage capacity and progress

7.1 Availability depends on the postcode and current operating conditions shown in the App, including Rider availability, distance, size and time. Service in a named town does not guarantee every address is covered, and no single fixed maximum delivery distance is promised. Any minimum Order value or applicable charge must be disclosed before confirmation and cannot be imposed retrospectively.

7.2 We may refuse or limit a large, heavy or bulky request that cannot safely be carried. If an accepted Order cannot safely be fulfilled, we must arrange an appropriate authorised adjustment, reassignment or cancellation and refund.

7.3 Delivery times are estimates unless expressly agreed as binding. We must provide available updates and assist with substantial delay. Traffic, queues, stock, weather and checks may affect progress, but do not remove a legally required remedy or authorise unsafe work.

7.4 The App records acceptance, shopping, travel, arrival and completion. Updates can be delayed and no electronic status alone conclusively resolves a dispute. Where enabled, customer-visible live tracking begins after shopping when the Rider travels to you; accuracy and continuous connectivity are not guaranteed.

7.5 Riders receive information needed for an Order, including postcode, approximate distance, size and relevant product eligibility before acceptance. The full address is released after required purchase evidence is uploaded. The App may show you the Rider's name, photograph, delivery method and progress. Both parties must use those details only for the Order or a genuine support or safety matter, consistently with the Privacy Policy.

8 Delivery and customer obligations

8.1 You must provide an accurate address, postcode, current contact details and lawful access instructions, remain available, and respond to reasonable contact attempts. You must not direct the Rider to an unsafe location, an unconfirmed address or an unlawful access route.

8.2 The Rider must mark Arrived only at the confirmed address when ready for handover. Check the person and Order against the App. You must not disclose the delivery PIN before arrival or permit it to record a handover that has not occurred. When the Rider is present and you are ready to receive the Order, use the supported PIN process. If it fails, contact support.

8.3 The Rider must complete required delivery evidence accurately. Photographs must avoid unnecessary faces, identity documents, PINs and private interiors. Evidence can assist investigation but does not override a valid complaint or statutory right.

8.4 Ordinary unrestricted goods may be received by an authorised responsible person, or left in a safe place, only where the App and Order permit. You must authorise a suitable location. A Rider may refuse an unsafe location, including one unsuitable for chilled products. Permission does not excuse delivery to a wrong address or negligent handling.

8.5 Restricted goods require personal handover to the registered account holder and compliance with section 9 and the Restricted and Prohibited Products Policy. No neighbour, friend or other household member may substitute, even if an adult. Such goods must not be left unattended or in a safe place.

8.6 You must treat Riders, Retailers and support staff respectfully. You must not discriminate, threaten, harass, make fraudulent claims, request illegal goods, pressure anyone to bypass checks or offer payment to evade the Platform. A Rider may leave an unsafe situation. Genuine complaints or lawful exercise of rights are not misconduct. Telephone details must not be retained for marketing, unrelated contact or harassment.

9 Restricted products and verification

9.1 Your Order must satisfy the Restricted and Prohibited Products Policy. We require the specified digital age and eligibility checks before accepting a restricted request. If verification fails or is inconclusive, the affected restricted request must not proceed. If payment has been collected for a request that is cancelled, we must initiate the applicable refund promptly; bank posting is subject to the Refund and Cancellation Policy. We must obtain your approval before proceeding with a changed Order or changed charges.

9.2 Passing a digital check does not replace required doorstep checks. The Rider must apply Challenge 25 to age-restricted handovers: a person who appears under 25 must present accepted valid photographic proof of age. Any additional account-holder, identity or product-specific check applies regardless of apparent age. Your identity and date of birth must match the required account and verification details.

9.3 You must cooperate with the applicable checks and must not supply false details or another person's identification. The Rider must refuse restricted handover where the account holder is absent, required proof is missing or unreliable, details fail to match, or any mandatory requirement is unmet. The Rider must then follow the lawful return or handling process. Customer instructions, payment and a PIN cannot override these requirements.

10 Cancellation and interruption

10.1 You may request cancellation through the App or support. Before Rider acceptance, we must refund the full amount paid. After acceptance and before the final delivery journey, only lawful, proportionate charges for work properly performed may be retained, subject to the required information and early-performance consent conditions. Purchased goods and retailer recoveries are considered separately. The Refund and Cancellation Policy sets out the calculation.

10.2 Once shopping is complete and the Rider is travelling to you, an ordinary change-of-mind cancellation does not normally qualify for a refund under the operational policy. This does not exclude an applicable statutory cancellation right or remedies for missing, wrong, faulty, damaged, spoiled or undelivered goods.

10.3 Where a statutory cancellation period applies, we must obtain any required express request to begin each relevant service early and any acknowledgement required for loss of cancellation rights on full performance. General acceptance of these Terms is not a substitute. Only a legally permitted proportionate charge may be made for part-performance. Goods exceptions and service exceptions must be considered separately; no blanket waiver of goods rights is created.

10.4 Where applicable, the usual statutory cancellation period is 14 days from the legal starting point, commonly receipt for goods or contract formation for services. Exceptions may include rapidly perishable goods, certain unsealed hygiene goods and qualifying fully performed services. A clear notice identifying the contract and your wish to cancel is sufficient; no special wording is required. We must explain applicable return arrangements and any lawful return cost.

10.5 If the Rider cancels or becomes inactive, we may contact them, seek a suitable replacement or cancel the Order. A replacement must accept the relevant obligations. Reassignment does not automatically attract another delivery fee. If the request cannot be fulfilled, we must refund the unfulfilled request in full; any partial continuation must be permitted and reflect what you receive. Contact support about stalled progress rather than submitting an unnecessary duplicate Order.

11 Failed delivery returns and disposal

11.1 For absence, address or access errors, failed checks, unsafe conduct or another delivery problem, the Rider must make reasonable permitted contact attempts, record the circumstances and seek support. They must not falsely record completion. Ordinary goods may be handled under an authorised safe-place instruction; restricted goods may not.

11.2 Where failure is attributable to you, we may retain fees for work properly performed and properly incurred non-returnable product costs only to the extent lawful. We must distinguish those amounts from goods not purchased, services not performed and money recovered, explain the calculation and consider your evidence. Rider or Platform fault must not automatically be charged to you. Rider reimbursement and your refund are separate assessments.

11.3 You authorise the Rider to seek a lawful, practical return through support where handover fails, subject to your rights. The Rider must record the Retailer's response and any refund. We must credit relevant recoveries when calculating your entitlement and prevent duplicate charging or reimbursement. No one promises that every Retailer will accept every return.

11.4 If goods cannot be returned, you authorise reasonable and lawful steps to keep them safe while support determines the outcome. We must consider ownership, product condition, storage constraints and your rights and, where reasonably practicable, notify you and consider a lawful alternative before irreversible action. You authorise 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. The Rider must follow specific lawful support instructions and provide proportionate evidence. A failed check, inconvenience or inability to complete delivery does not alone authorise disposal. For ordinary unrestricted goods, any disposal must also be lawful, reasonably necessary and authorised through support, with your rights preserved.

11.5 A failed age check does not authorise unlawful supply or give you a right to demand an unchecked handover. It also does not automatically extinguish all ownership, refund or other rights. Riders must not keep, consume, give away or resell failed restricted goods. Disposal does not itself justify charging you every cost or remove a remedy for our or the Rider's breach.

12 Product care remedies and disputes

12.1 You must provide clear allergy and dietary instructions and check manufacturer labels. A Rider must not guess suitability or disregard instructions. We cannot guarantee an allergen-free supply chain. Neither we nor Riders provide medical or pharmacy advice. Receive and appropriately store chilled or frozen products promptly; do not consume unsafe products.

12.2 Report missing, wrong, damaged, faulty or spoiled products, suspected tampering or non-delivery with the Order reference and relevant details. Where reasonable, provide photographs or packaging information without keeping unsafe goods unsafely. Please report within 24 hours where possible to assist investigation; that is not a deadline extinguishing rights. We must consider later claims on their merits.

12.3 We must investigate and administer refunds and adjustments due under the Refund and Cancellation Policy. We must provide any remedy legally owed for our own responsibilities and reasonably assist in identifying and obtaining a remedy from the responsible Rider or Retailer where relevant. Retailer origin, PIN activity, photographs or an App completion record do not automatically defeat a claim. Neither this administration process nor a referral to another party restricts statutory rights or delays a refund already due from us.

12.4 Approved refunds are normally returned to the original payment method, initiated promptly and within applicable legal deadlines. Provider and bank posting times vary. We must provide available confirmation and investigate a missing refund. You retain lawful card-provider and payment-dispute rights; neither party may recover the same loss twice.

12.5 If you receive a recall or safety notice, stop using the affected product and follow the relevant lawful instructions. We may use Order records to communicate recalls and must reasonably assist with purchase information and tracing.

12.6 Optional tips must be shown separately and do not purchase acceptance, priority or an exception to the rules. If a tip is erroneous or relates to an unfulfilled delivery, contact support; its treatment depends on the circumstances and payout status, subject to your rights.

13 Reviews promotions and account decisions

13.1 Reviews must describe a genuine experience and must not contain unlawful abuse, threats, personal information or knowingly false statements. We may moderate unlawful or abusive content while allowing fair criticism. You must not manipulate reviews or use rating threats to obtain an improper refund or prohibited handover.

13.2 Promotions and referral rewards apply only on the conditions shown before participation, including eligibility, expiry, qualifying spend and exclusions. We may withhold or reverse an unearned or fraudulently obtained reward. You must not use self-referrals, fictitious or duplicate accounts or evade restrictions. Credit is not cash unless law requires it, and an offer does not reduce statutory remedies for a paid Order.

13.3 We may proportionately suspend or close an account for a substantiated security, fraud, unlawful-conduct, serious-misuse or material-breach reason, with urgent temporary action where reasonably necessary. Where lawful and practicable, we must explain the reason and how to challenge an error. Suspension does not extinguish valid refunds or permit unlawful retention of funds.

13.4 You may request account closure or deletion through the App or support. Closing an account does not automatically cancel a live Order. Resolve it through support. We may retain records where lawfully needed for accounting, legal, safety, dispute or fraud purposes, as explained in the Privacy Policy. Do not re-register to bypass a valid restriction; contact support about an accidental duplicate or request to return.

14 Platform rights and availability

14.1 We and our licensors retain our software, brand, design and content rights. We grant you a limited right to use the Platform for the permitted personal service while you comply with these Terms. Third-party trademarks remain their owners'. App-store terms may govern obtaining the App but do not replace your rights against us.

14.2 You must not distribute malware, bypass security or eligibility controls, manipulate offers, scrape personal information, unlawfully copy protected content or overload the service. Lawful accessibility tools and other lawful uses are not prohibited merely because they use technology. Obtain permission before connecting a tool to restricted functions.

14.3 You retain rights in content you submit and grant only the permission reasonably needed to operate, display and moderate it for the service. You must have the right to submit it. We do not acquire unrestricted ownership of your photographs or reviews, and personal data remains governed by the Privacy Policy.

14.4 We must take reasonable steps to operate and maintain the Platform but do not promise uninterrupted access or universal device compatibility. You should use a supported App version. Maintenance, faults, severe weather, road closures, network failures and other events outside reasonable control may affect performance. We must take reasonable steps to limit the effects and communicate material disruption; they do not remove remedies for unfulfilled services or other non-excludable rights.

15 Liability complaints and general provisions

15.1 Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability or consumer right that cannot lawfully be excluded. We are responsible for foreseeable loss caused by our breach or failure to exercise reasonable care and skill. The platform structure does not make every independent Rider or Retailer act our own act, but cannot exclude responsibility the law places on us.

15.2 This is a personal-use service. To the extent law permits, we do not accept liability for business losses resulting from unauthorised commercial use. No term makes you indemnify us automatically for every loss, chargeback or claim.

15.3 Send a complaint to support@onwayy.uk with the Order reference and the remedy sought. Do not send passwords, PINs or full payment credentials. We aim to respond to formal complaints within five working days, explaining if investigation takes longer. This target does not limit legal rights or access to an available dispute route.

15.4 We may change these Terms for a lawful service or legal reason. We must identify the new version, provide required advance notice and obtain renewed agreement where required. Changes do not retrospectively remove accrued rights or alter an accepted Order without a lawful basis and any necessary agreement. Notices may be sent through the App, registered email or another agreed method; statutory notices may be given in any legally valid way.

15.5 England and Wales law governs, subject to mandatory consumer protections. Courts of England and Wales may hear disputes. A UK consumer retains any mandatory right to bring proceedings in another available UK court. No exclusive forum is imposed contrary to those rights.

15.6 If a term is unlawful or unenforceable, it applies only to the lawful extent or is severed where necessary; the rest continues so far as it can fairly operate. This does not permit replacing an invalid restriction with a more burdensome one. Delay in enforcement does not alone waive a right, and a particular exception does not create a permanent change. We may transfer contractual rights and obligations in a lawful business change only without reducing your protections and with required notice. You must not transfer an account to evade checks; lawful transfers are not prohibited.

15.7 Except as expressly stated or required by law, a non-party has no right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999. This does not affect the separate Customer–Rider Shopping and Delivery Agreement or independently arising rights. These Terms and incorporated documents record the agreement but do not exclude misrepresentation or binding information and promises protected by consumer law.

15.8 The British English text controls to the extent law permits. A translation or explanation cannot remove mandatory protection or a binding representation. Contact support for an accessible explanation or a copy of the applicable documents.