Terms of Use

Last updated: 29 August 2026

1. Platform

Food Library (“we”, “us”, “the platform”) provides software that connects independent food and drink vendors (“Vendors”) with customers. We operate as a software service and marketplace facilitator only. We do not prepare, sell, deliver, guarantee or take responsibility for any food, drink, products or services supplied by third-party Vendors. By using the platform, whether as a Vendor or a customer, you agree to these Terms of Use.

2. Software service only

Food Library is a technology platform and does not accept liability for any transactions, products, services, quality, safety, legality, delivery, allergen information or any other matter arising from the actions or omissions of Vendors, customers, payment processors or any other third party. Your relationship, contract and any dispute relating to the goods or services you order is directly with the relevant Vendor. We facilitate the introduction and the payment process, but we are not a party to the sale and do not control how Vendors operate.

3. Dispute resolution for third-party orders

Because Food Library is a software service and not a party to the sale, any issue with an order (including quality, missing items, incorrect items, delivery problems, allergies, or refunds) is primarily between the customer and the Vendor. The customer should first contact the Vendor directly through the order details in their account, or raise the issue through Food Library’s support channels if direct contact is not available.

Food Library provides a support process to help the parties reach a resolution. Customers can open a dispute within 48 hours of the order’s collection or delivery time by submitting it through the order page or emailing wearefoodlibrary@gmail.com. The dispute must include the order reference, the affected item(s), and a clear description of the issue, including any supporting photographs or evidence.

Food Library will acknowledge the dispute within a reasonable time and, acting as a neutral facilitator, may:

• Share the dispute details with the Vendor and request a response or proposed remedy.
• Review the order record, payment status, and any evidence provided by the customer and the Vendor.
• Encourage the parties to agree an outcome, such as a replacement, partial credit, or refund.
• Apply a refund or account credit, in whole or in part, to the customer’s payment method or Food Library account where the Vendor agrees, or where Food Library determines (in its reasonable discretion) that a refund is warranted.

Food Library is not an insurer, arbitrator, or court. We may decline to intervene where a dispute is outside the 48-hour window, lacks evidence, has already been resolved directly, or involves matters that should be handled by the Vendor or a third-party authority. Any refund or credit issued by Food Library is limited to the amount paid for the affected item(s) and associated delivery fees, and does not cover consequential losses, inconvenience, or other claims.

Vendors must co-operate with the support process and respond to disputes in good time. Repeated failure to resolve legitimate disputes may lead to suspension, removal of the Same Price Promise badge, or termination of the Vendor’s account.

If the parties cannot reach a resolution through the support process, the customer and the Vendor remain free to pursue their legal rights against each other directly. Food Library’s liability is limited as described in these terms.

4. Sitewide discounts

The administrator of Food Library may introduce sitewide discounts, promotions or price reductions at any time and without prior notice. All platform-wide discounts are mandatory: by using Food Library, every Vendor agrees to accept and honour any discount or promotion set live by the administrator, without exception or opt-out. The discount will be automatically deducted at checkout and the Vendor will receive the discounted amount (less any platform and payment processing fees) in the normal course of settlement.

5. Vendor obligations

By listing on Food Library each Vendor agrees to:

• Comply with all applicable food safety, hygiene, licensing and trading regulations.
• Maintain accurate menu listings, prices, allergen information and availability.
• Fulfil all accepted orders to a reasonable standard and within the advertised timeframes.
• Upload and keep current a food hygiene (EHO) rating certificate, public and product liability insurance certificate, and — where applicable — VAT registration and company registration certificates. Venues cannot be approved without them and may be suspended if a certificate lapses, is withdrawn or is found to be inaccurate.
• Keep a valid, connected Stripe account in good standing for receiving payments.
• Accept and honour any platform-wide discount or promotion set live by Food Library, without exception or opt-out.

6. Customer obligations

By placing an order through the platform you agree to:

• Provide accurate delivery or collection details.
• Pay the full amount at checkout, including any applicable delivery fees and after any discounts have been applied.
• Be available to receive or collect the order within the agreed timeframe.

7. Multi-vendor baskets

Customers may add items from more than one Vendor in the same live postcode area to a single basket. At checkout the basket is automatically split so each Vendor receives, prepares and is paid for only their own items. Each split forms a separate order with its own status, fulfilment method and any applicable delivery fee. Cancellations, refunds and preparation times apply per Vendor order, not to the basket as a whole.

8. Loyalty scheme and rewards

Food Library operates a platform-wide loyalty scheme. Points are earned on paid orders from any Vendor and may include bonus points for ordering from a Vendor you have not used before and for repeat weekly ordering. Points have no cash value, are non-transferable, cannot be exchanged for cash and belong to the customer account that earned them.

• Earning rates, bonuses, redemption minimums and the value of redeemed points are set by Food Library and may be changed, paused or withdrawn at any time without notice.
• Points from cancelled, refunded or fraudulent orders may be reversed.
• Redeemed points are applied as a discount at checkout and are not refundable as cash.
• We may remove points or close an account where the scheme is abused.

9. Referrals

Customers may share a personal referral code. Referral rewards are credited only when the referred person creates a genuine new account and completes a qualifying paid order. Self-referrals, duplicate accounts and any other manipulation will void the reward.

10. Account credit

Food Library may add credit to a customer account (for example as goodwill or as a refund of a cancelled order paid with credit). Credit is applied automatically towards future orders, has no cash value, is non-transferable, cannot be withdrawn and may expire or be removed where an account is closed or misused.

11. Saved baskets, favourites and notifications

Customers may save named multi-vendor baskets for reordering and follow Vendors they like. Saved baskets are a snapshot only — prices, availability and stock are re-checked when you reorder, and unavailable items are removed. Following a Vendor may generate notifications about new dishes and offers; these can be turned off in your account settings.

12. Occasion bundles and curated collections

Bundles (such as Movie Night or Family Night) and curated collections are suggestions generated from live listings in your area. Inclusion is not an endorsement or a guarantee of price, quality or availability, and line-ups change as menus, stock and opening times change.

13. Same Price Promise

Participating Vendors commit that the prices shown on Food Library are no higher than the prices they charge for the same items on their own channels. Participation is voluntary, is displayed as a badge, and may be audited by Food Library. Vendors found to be in breach may have the badge removed and their listing suspended.

14. Allergens and dietary information

Allergen, “may contain” and dietary labels are supplied and maintained by the Vendor. Filters are provided as a convenience only and must not be relied on as a guarantee. Customers with allergies should always check directly with the Vendor before ordering. Food Library is not responsible for inaccurate or incomplete information supplied by a Vendor.

15. Opening times, stock and pauses

Orders can only be placed while a Vendor is open, not paused and holds an active subscription. Menu stock is tracked in real time; items may become unavailable between browsing and checkout, in which case they will be removed from your basket before payment.

16. Payments and fees

Payment is taken by card or supported wallet (such as Apple Pay or Google Pay) at checkout — no payment account is required. Payments are processed directly to the relevant Vendor’s connected Stripe account. All payment processing fees are the responsibility of the individual Vendor and are deducted from that Vendor’s payout, not charged to Food Library.

17. Vendor subscriptions and multi-location accounts

Vendors pay a subscription for each listed venue. A Vendor owner may hold several venues under one login and switch between them, but every location is a separate account: it is separately approved, separately subscribed, separately connected to Stripe and separately responsible for its own orders and compliance. Non-payment of a location’s subscription suspends ordering for that location.

18. Vendor onboarding and approval

New venues are reviewed before going live. Food Library may approve, decline or suspend any venue at its discretion, and may require collection to be offered as a minimum fulfilment option.

19. Affiliates

Affiliates are independent sub-contractors, not employees or agents of Food Library. Affiliates may sign up Vendors only within the postcode districts allocated to them, must accept the affiliate policy, and earn a commission (percentage or flat rate) set by Food Library. Commission is payable only on Vendors that are approved and up to date with their subscription payments, and is settled against an approved invoice request. Food Library may reallocate a district or a Vendor to a different affiliate at any time, at which point earnings transfer to the new affiliate from the date of reassignment.

20. Accounts and access

Baskets, orders and rewards require a signed-in, email-verified account and are visible only to that account. Automated access, scraping or bulk collection of content is prohibited except by recognised search engine and AI crawlers that we permit.

21. Account suspension

We may suspend or terminate any account that breaches these terms, engages in fraudulent activity, or repeatedly receives unresolved complaints.

22. Changes to these terms

We may update these Terms of Use at any time. Continued use of the platform after changes are posted constitutes acceptance of the revised terms.

23. Governing law

These terms are governed by the laws of England and Wales.

24. Contact

Questions about these terms can be sent to wearefoodlibrary@gmail.com.