Terms & Conditions

Effective date: 6 November 2025

Welcome to the Terms & Conditions page of www.herogo.co.uk (“Website”). These Terms govern (i) the use of this Website and (ii) any other related agreement or legal relationship between the user and the owner of this Website, in a legally binding manner. Capitalised terms are defined in the Definitions section.

By accessing or using the Website and any services offered through it (together, the “Service”), you agree to be bound by these Terms and our Privacy Policy. If you do not agree, you must not use the Website or the Service.

Owner and Contact

HeroGo Ltd

Unit 17, 92–96 De Beauvoir Road, London, England, N1 4EN

Owner contact email: hello@herogo.co.uk

What the User should know at a glance

• The Service is intended for Consumers.
• Automatic renewal applies to Product subscriptions (see Subscriptions, Shopping Window & Order Finalisation, and Pausing/Cancellation).
• The right of withdrawal applies to European/UK Consumers subject to statutory exceptions (including for perishable goods) and as detailed in User Rights.
• Important: Consumers based in Germany benefit from additional rules described in the Subscriptions section.
• For the avoidance of doubt, for UK Consumers using this Website, English law and courts apply (see Governing Law & Jurisdiction). Any inconsistent provisions you may have seen in terms published for other HeroGo jurisdictions (e.g., arbitration clauses or DIFC references) do not apply to use of this Website.

How this Website work

The Website provides an online platform through which Users may purchase rescued/surplus groceries, fresh produce, pantry items and related products by way of one-off purchases or recurring subscriptions. The Owner may provide ancillary services such as packaging, logistics, delivery coordination, customer support and dispute facilitation. Unless expressly stated otherwise, the Owner does not act as an agent of third-party sellers; contracts of sale are concluded between the Owner and the User.

Sustainability and Product Source

HeroGo sources food and pantry items from farms, producers and distributors to prevent edible surplus and “imperfect” products from going to waste. Products remain fit for human consumption and comply with applicable UK food safety and labelling standards at the time of delivery. Some goods may have cosmetic imperfections, variable packaging, or be near their best-before date but are never past their legal use-by date.

Environmental and Impact Statements

Environmental and impact statements on this Website (for example, on food waste reduction, CO₂ savings, or meals provided) are based on internal calculations and partner data believed to be accurate. These figures are indicative and do not constitute guaranteed outcomes.

TERMS OF USE

Eligibility; Account Registration

To use the Service you must create an account, providing complete and accurate information. You must be at least 18, or have verifiable consent and supervision of a parent or legal guardian. You are responsible for safeguarding your credentials and all activities under your account. Notify the Owner immediately of any suspected compromise.

Account Suspension or Termination

The Owner may, at its discretion and without prior notice, suspend or delete accounts that are inappropriate, offensive, fraudulent or in breach of these Terms. Suspension or deletion does not release the User from payment obligations already incurred.

Acceptable Use

You must use the Website and Service only for lawful purposes and in accordance with these Terms. The Owner may take reasonable steps to protect its legitimate interests, including denying access, reporting misconduct and terminating contracts, where Users: (a) violate laws or these Terms; (b) infringe third-party rights; (c) materially impair the Owner’s interests; or (d) offend, harass, abuse or discriminate against staff, delivery partners or other users.

Content on this Website; IP Ownership

Unless otherwise specified, all content on the Website is owned by or licensed to the Owner and protected by intellectual property laws. Except to the extent necessary for proper use of the Service, you may not copy, modify, publish, distribute, sublicense or create derivative works from Website content. Where expressly permitted on the Website, you may download limited content for personal, non-commercial use, provided that all notices are retained.

User-Provided Content

Where the Website enables User content (e.g., reviews), you represent that you have the right to provide such content and that it does not violate law or third-party rights. You grant the Owner a non-exclusive, royalty-free licence to process such content solely to operate and maintain the Website. The Owner may remove or block content where it reasonably believes these Terms, law, privacy or IP rights are infringed, or where required by authorities. You agree to hold the Owner harmless from claims arising from content you provide.

Access to External Resources

The Website may link to third-party resources. The Owner has no control over and is not responsible for third-party content, availability or terms. Your use of third-party services is governed by their respective terms and privacy policies.

TERMS AND CONDITIONS OF SALE

Product Description; Pricing

Prices, descriptions and availability are displayed on the Website and may change without notice, but changes do not affect orders already accepted. While we strive for accuracy, representations (including images and colours) are illustrative. The specific characteristics of a Product are confirmed during checkout. Prices are shown inclusive of applicable VAT unless stated otherwise.

Purchasing Process; Order Submission

Selecting Products and submitting an order form part of the purchasing process. When you submit an order, a contract is concluded and you are obliged to pay the price, taxes and applicable fees shown at checkout. Where further information is required from you (e.g., delivery instructions), you must provide it promptly. We send order acknowledgements and further notices to the email associated with your account.

Payment; Failed Payments

Accepted payment methods are shown at checkout and processed by independent payment providers. The Website does not store full card details. If a payment fails or is refused, the Owner has no obligation to fulfil the order and may recover reasonable costs arising from the failure. The Owner may suspend deliveries until payment is settled.

Retention of Title and Usage Rights

Title to Products passes only when the Owner has received full payment. No rights to use or resell Products are granted beyond ordinary consumer use.

SUBSCRIPTION MODEL AND OPERATIONAL TERMS

Subscriptions & Automatic Renewal

Users may subscribe to recurring deliveries. Subscriptions renew automatically for the same term unless cancelled or paused in accordance with these Terms. Your chosen payment method will be charged on each renewal.

Reminder notices. Where required by law, we will remind you of upcoming renewals and cancellation procedures in advance.

Germany-specific rule. For Consumers based in Germany: after the initial fixed term, subscriptions extend for an indefinite period unless cancelled; after extension, you may terminate at any time with one month’s notice. We will remind you reasonably in advance of any indefinite extension and related termination rights.

Shopping Window & Order Finalisation

For subscription deliveries, a defined shopping window opens before each scheduled delivery. During this window you may customise items, add or remove Products, skip the week or pause the subscription. When the shopping window closes, your order locks and becomes final for that cycle; edits or cancellations are no longer possible. If you make no changes before closing, we will process your default box.

Product Availability & Substitutions

Because we rescue surplus produce, availability fluctuates. If an item is unavailable at fulfilment, we may substitute a comparable item of equal or higher value at no extra cost. If you are dissatisfied with a substitution, contact us within 48 hours of delivery (see Quality, Freshness & Handling and Refunds & Credits).

Delivery

Deliveries are made to the address in your account and within the announced delivery window for your area. Please ensure access and safe drop-off instructions where applicable. Missed or inaccessible deliveries may incur a redelivery fee or, where redelivery is not feasible, cancellation without refund for perishable goods. Deliveries may be fulfilled by third-party logistics providers acting on the Owner’s behalf. Once a parcel has been handed over to such providers in good condition, the Owner’s liability is limited to ensuring appropriate dispatch and communication of tracking/delivery updates. If you request or consent to a “safe place” (unattended) delivery, responsibility and risk transfer to you once the order is left at that location. The Owner is not liable for theft, spoilage or damage after completion in accordance with your instructions.

Quality, Freshness & Handling

We pack with care and follow appropriate food-safety practices. All products are handled, packed and transported in compliance with applicable UK food hygiene and temperature-control regulations; cold-chain standards are maintained where required. Products past their legal use-by date are never distributed. Upon receipt you must promptly inspect and refrigerate perishable items. We are not responsible for quality degradation resulting from delayed collection, improper storage or handling after delivery.

Food Safety and Partner Compliance

The Owner is not a food manufacturer or processor. All food sold or delivered through the Website is sourced from independent suppliers who are responsible for complying with applicable UK food safety and hygiene law. The Owner conducts reasonable due diligence to work with suppliers and delivery partners who maintain the necessary certifications and hygienic practices; however, primary legal responsibility for food safety rests with each independent supplier or delivery partner.

Food Allergy Disclaimer

Rescued groceries may include items produced in facilities processing allergens (e.g., nuts, sesame, gluten, dairy, soy). While labels are provided where available, we cannot guarantee any product is allergen-free. If you have allergies, please review labels before consumption. To the fullest extent permitted by law, the Owner disclaims liability for allergic reactions.

Refunds & Credits for Perishables

Given the nature of perishable goods, returns are generally not accepted. If Products arrive damaged, spoiled or incorrect, notify us within 48 hours of delivery at hello@herogo.co.uk with order details and, where possible, photographs. Once verified, we will issue a credit or refund (at our discretion) within 7–10 business days. Refunds or credits will be calculated based on the amount actually paid after deducting any promotional discounts or vouchers. Complimentary or gifted items have no cash value and are not eligible for refund. This does not affect your statutory rights.

Pausing or Cancelling a Subscription

You may pause or cancel in your account settings. To take effect for the next delivery, changes must be submitted at least 48 hours before your scheduled delivery day (or by the time we specify in your account). Later requests take effect in the following cycle. The Owner may terminate for fraud, abuse, non-payment or material breach.

Promotions, Loyalty & Referrals

Promotions, discount codes, HeroGo Points and referral rewards are personal, non-transferable, have no cash value and may be modified or withdrawn at any time subject to applicable law. Fraud, misuse or gaming of incentives may result in forfeiture and/or account action.

Gift Cards & Specialty Products

HeroGo gift cards may be used for eligible purchases, are non-refundable and (unless required by law) do not expire. Some specialty or cold-chain items may require minimum order quantities or extra handling; if not met, we may remove the item without charge.

Age-Restricted Products (if offered)

Certain items may be age-restricted under UK law. By purchasing such items, you confirm you are at least 18 years old. Delivery may require valid proof of age; failure to provide it can result in non-delivery without refund.

SOCIAL IMPACT – MEAL COMMITMENT

Through collaborations with food redistribution organisations, community kitchens and social enterprises, HeroGo contributes to providing meals or equivalent food support to people in need. This commitment is measured via the equivalent weight of food rescued and redirected for consumption rather than a one-to-one donation per order. Partnerships and distribution channels may vary over time.

This initiative is a social-impact programme and does not create a contractual right or entitlement for Users to direct or audit individual meal donations. The Owner may publish aggregate impact data periodically.

USER RIGHTS (EU/UK CONSUMERS)

Right of Withdrawal / Cancellation (distance contracts)

Unless an exception applies, UK/EU Consumers have 14 days to withdraw from online contracts without giving any reason. The period runs:

• for goods: from the day you or a third party (other than the carrier) take physical possession of the first item (or the last item/lot for split deliveries);
• for recurring deliveries: from the day you receive the first delivery.

Perishable goods exception. Under the UK Consumer Contracts Regulations and corresponding EU rules, the right to cancel does not apply to goods that are liable to deteriorate or expire rapidly (which typically includes fresh food and produce). Your legal rights in relation to faulty goods remain unaffected.

To exercise a right of withdrawal where it applies, send a clear statement to hello@herogo.co.uk before the period expires. You may use the Model Withdrawal Form in Definitions. If you validly withdraw:

• we will refund all payments received for the affected contract, including standard delivery costs (but not any extra you chose for non-standard delivery), without undue delay and no later than 14 days from receiving your decision to withdraw;
• unless we offer collection, you must return goods at your expense within 14 days of notifying withdrawal;
• we may withhold refund until we receive the goods or you provide evidence of return;
• you are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Your additional statutory rights under the Consumer Rights Act 2015 (UK) and applicable EU law (for EU users) are unaffected.

GUARANTEES

Legal Guarantee of Conformity

For UK Consumers, goods must be of satisfactory quality, fit for purpose and as described. EU Consumers benefit from a minimum two-year conformity guarantee subject to local law. National laws may grant broader rights.

LIABILITY AND INDEMNIFICATION

Limitation of Liability

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or any matter which cannot be excluded by law.

Subject to the foregoing and to mandatory consumer law:

• the Owner is not liable for indirect, incidental, special or consequential losses; loss of profits; loss of data; loss of goodwill; missed delivery windows caused by factors beyond reasonable control; or deterioration arising after delivery due to storage/handling;
• for any claim relating to an order, the Owner’s aggregate liability shall not exceed the amount you paid for that order.

Indemnification

To the extent permitted by law, you agree to indemnify and hold the Owner harmless from claims and costs arising from: (i) your breach of these Terms; (ii) your violation of third-party rights; or (iii) content submitted from your account.

COMMON PROVISIONS

Service Changes; Maintenance

The Owner may modify, suspend or discontinue aspects of the Service (including subscription parameters, delivery schedules, pricing structures and features) on reasonable notice where required by law or where changes are not to your detriment. For material changes, notice will be provided by email and/or via the Website. Continued use after the effective date constitutes acceptance.

Force Majeure

The Owner is not liable for delay or failure to perform due to events beyond reasonable control, including but not limited to extreme weather, pandemics, governmental action, strikes, carrier or supplier disruptions, power outages and network failures.

Privacy

Personal data is processed in accordance with our Privacy Policy (UK GDPR/Data Protection Act 2018 compliant).

Service Reselling

You may not reproduce, resell or exploit any portion of the Service without the Owner’s prior written consent.

Changes to these Terms

The Owner may amend these Terms. The version posted on the Website with the latest effective date governs. If legally required, we will provide advance notice.

Assignment

The Owner may assign or transfer rights and obligations under these Terms subject to user protections under consumer law. You may not assign your rights without the Owner’s written consent.

Severability; No Waiver; Entire Agreement

If any provision is invalid or unenforceable, the remaining provisions remain in full force. Failure to enforce a right does not constitute a waiver. These Terms constitute the entire agreement between you and the Owner regarding use of the Website and supersede all prior communications. Headings are for convenience only and do not affect interpretation.

GOVERNING LAW & JURISDICTION (UK CONSUMERS)

These Terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales.

Consumers resident in:

• England or Wales may bring proceedings in the courts of England and Wales;
• Scotland may bring proceedings in Scotland or England;
• Northern Ireland may bring proceedings in Northern Ireland or England.

For clarity, any arbitration or foreign-jurisdiction language used in HeroGo terms for other regions does not apply to use of this Website by UK Consumers and is superseded by this clause.

DISPUTE RESOLUTION

We aim to resolve issues amicably. Please email hello@herogo.co.uk with a brief description and, if applicable, order details. We will acknowledge and process complaints without undue delay and typically within 2 business days. Your statutory rights to seek court remedies or to use approved UK alternative dispute resolution remain unaffected.

ACCESSIBILITY

We are committed to accessibility. If you cannot access any portion of the Website due to a disability, please notify us with details of the issue so that we may address it promptly in line with industry-standard practices.

DEFINITIONS AND LEGAL REFERENCES

Agreement – the legally binding relationship between the Owner and the User governed by these Terms.

Consumer – an individual acting wholly or mainly outside their trade, business or profession.

Digital Product – content in digital form or services enabling the creation, processing, storage or access to data in digital form.

European (or Europe) – applies where a User is in the EU/EEA.

Product – any good or service available through the Website, including rescued produce, groceries and pantry items.

Service – the service provided by this Website as described herein.

User (or You) – any natural person or legal entity using the Website.

Website – www.herogo.co.uk and related pages controlled by the Owner.

Model Withdrawal Form (where applicable)

(Complete and return this form only if you wish to withdraw from the contract and your statutory right to cancel applies.)

To: HeroGo Ltd, Unit 17, 92–96 De Beauvoir Road, London, England, N1 4EN

Email: hello@herogo.co.uk

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods / for the provision of the following service:

— [description of goods/services]

Ordered on / received on: — [dates]

Name of consumer(s): —

Address of consumer(s): —

Signature of consumer(s) (only if this form is notified on paper): —

Date: —

Contact

HeroGo Ltd

Unit 17, 92–96 De Beauvoir Road, London, England, N1 4EN

Email: hello@herogo.co.uk