Terms for using ShopZi.

Introduction

These Terms & Conditions ("Terms") apply to your use of the ShopZi website, platform, ordering features, account services and related functionality.

By using ShopZi, you agree to comply with these Terms. If you place an order, additional information shown at checkout or in the order confirmation may also form part of the contract.

Nothing in these Terms removes or limits any statutory rights that cannot lawfully be excluded or restricted.

In these Terms, a "participating business" or "seller" means the local store or business that lists and sells products through ShopZi. ShopZi is the platform and delivery facilitator and is not the seller of those products.

The ShopZi platform

ShopZi provides a digital platform through which customers can discover participating local businesses, view products or services, place orders and access delivery-related features.

The identity of the seller for an order should be shown before or at checkout and in the order confirmation.

ShopZi may provide search, recommendation and assistance features, including Zi, to help you discover products, compare available options or build a basket. These features support your choices but do not replace the product information supplied by the seller or your responsibility to review the basket and checkout details before ordering.

Accounts

Some ShopZi features may require an account. Information you provide must be accurate, current and complete.

• You are responsible for keeping your login details confidential.
• You must not allow another person to use your account in a way that breaches these Terms.
• You should tell ShopZi promptly if you believe your account has been accessed without permission.
• You are responsible for checking that your delivery address and contact information are correct before placing an order.
• Where available, you may sign in using an approved third-party identity provider such as Google or Facebook. Use of that provider is also subject to its own terms and privacy arrangements.

Orders, baskets and fulfilment

When you place an order, you are requesting the purchase of the items shown in your basket at the prices and charges displayed at checkout. Orders are subject to availability and acceptance.

Single-store and multi-store baskets

ShopZi may allow a delivery basket to contain products from multiple participating businesses, up to the current limit configured by ShopZi. Each participating business remains the seller of the products it supplies. A multi-store basket may therefore involve multiple sellers, preparation stages and pickups within the same delivery journey.

Where a multi-store option is offered, ShopZi may calculate the route, delivery charge, additional-pickup charges and estimated delivery time using the stores involved and the delivery address. The checkout will show the applicable charges before the order is submitted. Availability, acceptance or preparation can differ between participating stores.

Scheduled orders and pre-orders

Where ShopZi offers a scheduled Delivery or Collection option, you may request a future available time slot. A store that is temporarily closed for immediate orders may still accept a pre-order for a later valid opening-hours slot. Scheduled times are estimates or requested fulfilment windows unless expressly stated otherwise and may be affected by preparation, stock, traffic, driver availability or other operational circumstances.

Unavailable products and replacements

A product appearing on ShopZi does not guarantee that it remains available when the seller prepares the order. If one or more products become unavailable, the seller may use ShopZi's out-of-stock resolution flow to offer a replacement or arrange a refund for the affected quantity.

A replacement is not added to your order as an accepted substitution unless you accept it through the applicable ShopZi flow. If you decline the proposed replacement, or choose a refund where that option is available, the affected unavailable quantity may be resolved by refund instead. A replacement supplied through the resolution flow may appear as a £0 substitution because the original item remains part of the order's financial history.

The seller is responsible for accepting and preparing the products it sells. ShopZi may transmit order information, status updates and fulfilment instructions between you, the relevant seller and the driver.

ShopZi or the relevant seller may need to reject or cancel all or part of an order where an item is unavailable, pricing information contains an obvious error, payment cannot be authorised or fulfilment is not reasonably possible. This does not limit your statutory rights.

Prices, availability and product information

Participating businesses supply their product information and base pricing to ShopZi. Prices shown to customers may differ between Delivery and Collection where the participating business has configured channel-specific pricing through ShopZi. Any active offer or promotional price and the applicable channel price are reflected in the price shown through the ordering flow.

Delivery charges, additional pickup charges or other ShopZi charges are shown separately where applicable. The total amount payable, including applicable charges and taxes, should be shown before you submit an order.

ShopZi aims to display information accurately, but product information, offers and stock can change. A product may also be temporarily marked unavailable by a participating business.

Payments

You must use an accepted payment method and must be authorised to use that payment method.

Payment processing may be provided by a third-party payment provider. Payment details may therefore be processed under that provider's own terms and privacy arrangements as well as ShopZi's Privacy Policy.

By submitting an order, you authorise the applicable charge shown at checkout. ShopZi may collect or arrange collection of payment in connection with the order, including amounts due for the seller's products and any delivery or service charge shown to you. Collecting payment does not make ShopZi the seller of the products.

Delivery and Collection

Where available, you may choose Delivery or Collection. The options, charges and estimated or scheduled times shown at checkout depend on the participating business, your location and the fulfilment method.

Delivery estimates are not guaranteed arrival times unless expressly stated otherwise. They can be affected by preparation time, multiple-store pickups, distance, traffic, weather, road conditions, driver availability and circumstances outside reasonable control. Busy periods may increase an estimated preparation or delivery time shown by ShopZi.

For Delivery, you must provide an accurate and accessible address and, where reasonably required, be available to receive the order. Tracking information may become available after collection by the driver. ShopZi may provide or organise delivery using drivers who perform delivery services through the platform.

For Collection, you are responsible for attending the participating business at the appropriate time and following any collection instructions shown for the order. Delivery-specific services and charges do not apply to a Collection order unless clearly stated.

Where you select or authorise a leave-at-door delivery, you are responsible for choosing a safe and suitable location. Leave-at-door is not available where an age check, identity check or in-person handover is required. ShopZi may record delivery confirmation information, including a confirmation code, QR verification or delivery-proof image where the applicable flow requires it.

If delivery cannot be completed because the address is incorrect or inaccessible, you cannot be contacted, you do not attend a required age or identity check, or another matter within your control prevents handover, the order may be treated as an unsuccessful delivery. Any refund depends on the circumstances, the type of goods and your statutory rights.

More information is available on the Delivery Information page.

Cancellations, item refunds, replacements and redelivery

Your cancellation and refund rights depend on the type of item, the circumstances and applicable consumer law. Nothing in this section removes rights relating to goods that are faulty, not as described or otherwise fail to meet legal requirements.

Refund of an individual product or quantity

Where a problem affects only one product or part of its quantity, ShopZi may allow the relevant seller or ShopZi support to resolve that affected item without cancelling the whole order. The refund amount for an affected item is based on the price actually recorded for that item in the order and the quantity being refunded. Any approved monetary refund is returned through the applicable payment/refund process and may take additional time to appear depending on the payment provider.

Out-of-stock replacement before dispatch

If the seller marks an ordered product unavailable while preparing the order, the seller may offer a replacement through ShopZi. You may be asked to accept the replacement or choose a refund for the unavailable item. A pending replacement does not become final merely because it has been proposed.

Redelivery after an order issue

Where an appropriate resolution is redelivery, ShopZi may create a replacement delivery for the affected product or quantity. A redelivery created as a remedy may show the replacement item and delivery charge as £0 because it is linked to the original paid order. Redelivery availability depends on stock, location, store participation and operational feasibility and does not remove any statutory remedy that applies.

General cancellation rules

For many goods bought online, consumers have a statutory right to cancel within the applicable cancellation period. Legal exceptions can apply, including goods liable to deteriorate or expire rapidly, certain unsealed hygiene goods and personalised or custom-made goods where the statutory exception applies.

If an order has already entered preparation, cancellation may not always be operationally possible, particularly for prepared food or perishable products. This does not override any statutory right that applies.

See Refunds & Cancellations for more information.

Age-restricted products

Some participating businesses may offer products that are subject to legal age restrictions, including alcohol. You must meet the legal minimum age for the product and must not place an order on behalf of a person who is not legally entitled to receive it.

Where an age check is required, the person receiving the order must be present and may be required to provide acceptable photographic identification and date-of-birth information. ShopZi or the driver may refuse delivery if age cannot be verified, identification is not acceptable, or there is reason to believe the product would be supplied to a person below the legal age.

Age-restricted products cannot be left unattended or delivered using a leave-at-door option. If delivery is refused because a required age check is not passed, any refund will be determined in accordance with applicable law and the Refunds & Cancellations policy.

Participating local businesses

Each participating business is the seller of the products it lists and supplies through ShopZi. The business is responsible for product descriptions, prices, availability, preparation, quality, safety, allergens and other legally required product information.

The participating business remains responsible for its legal obligations to the customer, including obligations relating to the goods being of satisfactory quality, fit for purpose and as described where those requirements apply. ShopZi is responsible for the platform and for the delivery services it provides or organises, subject to these Terms and applicable law.

Participating businesses have operational control over their own ShopZi store area and are responsible for keeping it accurate and up to date. Subject to the tools made available by ShopZi, this includes managing their products, product information, base prices and channel-specific pricing, offers, stock and temporary availability, opening hours and store availability, accepting and preparing orders, handling out-of-stock items and proposed replacements, and responding to customer order issues through the ShopZi partner tools.

ShopZi may remove, suspend or restrict listings or participating businesses where reasonably necessary to protect customers, comply with law, investigate concerns or maintain the platform.

Acceptable use and order communications

You must not misuse ShopZi or interfere with the operation or security of the platform.

• Do not attempt unauthorised access to accounts, systems, databases or administrative functions.
• Do not introduce malware, malicious code, automated abuse or disruptive traffic.
• Do not submit false orders, fraudulent payment information or misleading support requests.
• Do not use ShopZi for unlawful activity or in a way that infringes the rights of another person.
• Order chat, support chat, photographs and voice messages must be relevant to the order or support issue and must not contain unlawful, threatening, abusive, harassing, fraudulent or deliberately misleading content.

Customer and store issue messaging

ShopZi may provide an order-specific communication channel between a customer and the relevant participating business for missing items, wrong items, damaged products, replacements or similar order issues. The flow may limit repeated customer messages until the business replies in order to keep the issue thread clear. Where enabled, photographs and short voice recordings may be attached as evidence or explanation.

ShopZi administrators may access order communications where reasonably necessary to provide support, investigate disputes, protect users, prevent abuse or comply with legal obligations. Delivery-related issues may be directed to ShopZi support or the driver communication flow depending on the stage and nature of the order.

Limitation of liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability that cannot be excluded under applicable consumer law.

ShopZi is not responsible for losses that were not reasonably foreseeable when the relevant contract was made or for losses caused solely by events outside reasonable control, except where the law provides otherwise.

If you use ShopZi as a consumer, these Terms do not exclude your statutory rights or any remedy that cannot legally be restricted.

Changes to ShopZi and these Terms

ShopZi may update platform features and may amend these Terms where reasonably necessary, for example to reflect legal, security, operational or service changes.

The version of the Terms that applies to an order will normally be the version in effect when that order is placed, unless a change must apply by law.

Suspension and termination

ShopZi may restrict or suspend access to an account where reasonably necessary because of suspected fraud, security concerns, serious or repeated breaches of these Terms, unlawful conduct or risks to customers or the platform.

Where appropriate and lawful, ShopZi may provide information about the reason for a restriction and how to contact support.

Governing law and consumer rights

These Terms are governed by the laws of England and Wales. If you are a consumer living elsewhere in the UK, you also retain any mandatory protections and rights to bring proceedings that apply in the part of the UK where you live.

If you are a consumer, you retain any mandatory legal protections available to you based on where you live. Nothing in these Terms is intended to deprive you of a right that cannot legally be removed by contract.

Consumer rights may arise under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where those laws apply.

Contact and business information

Questions about these Terms can be sent through the ShopZi Contact page.

ShopZi will make available the legal business name, geographic address, contact email and any company or VAT details required by law. These details may be displayed on this page, the Contact page or another legal-information page on the platform.

Contact ShopZi