CITY GRAB LTD TERMS AND CONDITIONS
1. THESE TERMS
1.1. What these terms cover.
These are the terms and conditions (“Terms”) on which we, City Grab Limited (trading as Citygrab) (“we” and “us” and “our” should be construed accordingly) provide access to Citygrab Website (“Website”) and Citygrab (“App”) for you to be able to order food delivery and other convenience foods/goods (“Products”) for delivery or takeaway from local restaurants/takeaways/convenience stores (“Suppliers” and “Supplier” shall be construed accordingly) and, should you select our delivery option, our collection and delivery of the Products to you (“Our Delivery Services”).
1.2. Why you should read them.
Please read these Terms carefully before you submit your order via the Website or App. These Terms tell you who we are, how we will provide access to our Website and App and (where applicable) how we will provide Our Delivery Services to you. These Terms also tell you what to do if there is a problem and other important information.
1.3. Exclusion of other terms.
These Terms apply to the exclusion of any other terms that you seek to impose or incorporate, or which are implied by trade, custom, practice or course of dealing.
1.4. Product orders.
The Website and App provide a way for you to communicate your Orders (as defined at paragraph 3.1) for Products to Suppliers displayed on the Website and App. The legal contract for the supply and purchase of Products is between you and the Supplier that you place your Order with and we will conclude the sale of Products on behalf of, and agent for, the Suppliers in all cases.
1.5. Acceptance of these terms.
By accessing any part of the Website or App, you confirm that you accept these Terms and that you agree to comply with them. If you do not agree to these Terms, you must not use our Website or App.
1.6. Revision of these terms.
We may revise these Terms from time to time. Every time you wish to use our Website or App, please check these Terms to ensure you understand the terms that apply at that time.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1. Who we are.
We are City grab Limited (trading as Citygrab) a company registered in England and Wales. Our company registration number is 12591694 and our registered office is at Unit 1, Waterside Court, Bold Street, Sheffield, South Yorkshire, S9 2LR. Our registered VAT number is 348 992 833.
2.2. How to contact us.
You can contact us by telephoning our customer service team using the number displayed on the Website and App or by writing to us at hello@citygrab.co.uk or Unit 1, Waterside Court, Bold Street, Sheffield, South Yorkshire, S9 2LR.
2.3. How we may contact you.
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4. Legal requirements for communication.
Applicable laws require that some of the information or communications we send to you should be in writing. When accessing the Website or App you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on the Website or App. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contract, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
3. PLACING AN ORDER AND HOW IT IS PROCESSED
3.1. The order process.
On the Website or App please follow the onscreen prompts to select the Products you wish to order from the menu of your chosen Supplier to place an order (“Order”). You may only submit an Order following the method set out on the Website or App. Each Order is made directly between you and the Supplier for the Products specified in the Order.
3.2. Errors in your order.
Our order process allows you to check and amend any errors before submitting your Order. Please check the Order carefully before confirming it. You are responsible for ensuring that your Order is complete and accurate. It is important that any errors are corrected before submitting your Order; as once you submit your Order errors cannot be corrected.
3.3. Confirmation upon receiving your order.
On receipt of your Order, we will send it to the relevant Supplier and we will notify you by email acknowledgement and a notification in the App that your Order has been received and is being processed, but please note that this does not mean that your Order has been accepted by the Supplier. Acceptance of your Order will take place as described in paragraph 3.4 below.
3.4. Acceptance of your order.
Acceptance of your order will take place once you receive an order confirmation email and an app notification confirming that you have a contract for the sale of Products with the Supplier. However, this does not necessarily mean that your Order will be fulfilled by the Supplier. We encourage all our Suppliers to communicate any rejection promptly. However, Suppliers have the ability to reject Orders at any time because they are too busy, due to weather conditions or for any other reason. In doing so, Suppliers will be in breach of their agreement with you and any payment made in respect of your Order will be returned to you.
3.5. Maximum order distance.
Our Supplier’s do not accept Orders from addresses outside the UK, and also do not accept Orders from beyond the maximum delivery distance displayed on the relevant Supplier domain of the Website or App.
4. SUPPLY AND PURCHASE OF PRODUCTS
4.1. Complaints procedure.
If you are dissatisfied with the quality of any Products or the service provided by a Supplier you should contact the Supplier directly to lodge your complaint and, where appropriate, follow the Supplier's own complaint procedures.
4.2. Changing or cancelling your order.
Changing or cancelling an Order is not permitted once the Order has been submitted and payment has been authorised. It is at the relevant Supplier’s complete discretion whether to accept any order change or cancellation once the Order has been submitted and payment has been authorised.
4.3. Remedies.
If you are dissatisfied with the quality of any Products or the service provided by a Supplier and wish to seek a refund, a proportionate price reduction or any other compensation (“Remedy”): 4.3.1. you should contact the Supplier directly to notify them of your complaint; or 4.3.2. if you are unable to contact the Supplier, or the Supplier refuses to deal with your complaint within 48 hours of placing the Order, you can call our customer care line (details of which are set out on the Website and App) and we will attempt to contact the Supplier on your behalf. Please note that the legal contract for the supply and purchase of the Products is between you and the Supplier that you have placed your Order with. We do not accept responsibility or liability for providing any Remedy to you on behalf of any Supplier.
4.4. Information concerning food allergies.
When a Supplier signs up with us they have to provide up-to-date menu information which they then include on their dedicated page on the Website and App. If you have, or someone you are ordering for has, a concern about food allergies, intolerances or other dietary preferences you should always contact the Supplier directly before placing an Order. Please DO NOT use the “leave a note for the Supplier” box for your food allergies, intolerances or other dietary preferences. Instead, you must contact the Supplier directly.
4.5. Legal relationship under these terms.
The legal contract for the supply and purchase of Products is between you and the Supplier that you place your Order with. We have no control over the actions or omissions of any Suppliers. Without limiting the generality of the foregoing, you acknowledge and accept the following by using the Website or App: 4.5.1. we do not give any undertaking that the Products ordered from any Supplier through the Website or App will be of satisfactory quality or suitable for your purpose and we disclaim any such warranties; 4.5.2. estimated times for deliveries and collections are provided by the Suppliers and are only estimates. Neither we nor the Suppliers guarantee that Orders will be delivered or will be available for collection within the estimated times; 4.5.3. we encourage all our Suppliers to accept all Orders and to communicate any rejection promptly and will notify you as soon as reasonably practicable if a Supplier rejects your Order. However, we do not guarantee that Suppliers will accept and fulfil all Orders, and Suppliers have the discretion to reject Orders at any time because they are too busy, if you fail to provide proof of age, due to weather conditions or for any other reason; and 4.5.4. the foregoing disclaimers do not affect your statutory rights against us or any Supplier.
4.6 Service Fee
This allows us to enhance your experience with City Grab, we are always looking at adding new features and providing great customer service. A standard amount of 50p will apply to each order and you will see this amount at checkout. The service fee is a standard 50p and will not fluctuate and will not change even when an outlet is providing a promotion or discount code
5. YOUR OBLIGATIONS – ORDERING PRODUCTS
5.1. Capacity.
By placing an Order through the Website or App, you warrant that you are legally capable of entering into binding contracts with the Supplier.
5.2. Your obligations in respect of the products.
It is your responsibility to ensure: 5.2.1. that the terms of your Order are complete and accurate; and 5.2.2. any specific food allergy or intolerance that you or anyone you are ordering for may have is notified to the Supplier directly in order to check that the Products are suitable before placing your Order. 5.3. When proof of age is required. If your Order contains alcohol, cigarettes or other smoking or age restricted products (“Age Restricted Products”) you will be asked to confirm that you are over the age of 18 and you may be required to provide proof or your age on collection or delivery if it is reasonably believed that you may be under 18. If you cannot produce proof of age when requested by either the Supplier or us, we and the Supplier reserve the right to refuse to complete the delivery (or allow the collection) of the Age Restricted Products, and you will be offered a full refund for the Age Restricted Products.
5.4. Supplying age restricted products to third parties.
If we or the Supplier reasonably believe that the Age Restricted Products that you have purchased are to be supplied to others under the age of 18, we reserve that right to refuse to complete the delivery (or allow the collection) of the Age Restricted Products to you and you will be offered a full refund for the Age Restricted Products.
6. OUR DELIVERY SERVICES
6.1. If we cannot carry out the delivery.
When you have selected Our Delivery Services, if we are unable to provide Our Delivery Services, we will not forward your Order to the Supplier in accordance with paragraph 3.3, and we will notify you accordingly.
6.2. When the contract for delivery is formed.
Once you have received confirmation of the acceptance of your Order pursuant to paragraph 3.4 a contract is formed between you and us for Our Delivery Services.
6.3. Reasonable care and skill when providing delivery services.
We warrant to you that Our Delivery Services will be provided using reasonable care and skill.
6.4. Delivery of your Order.
Estimated times for Our Delivery Services are only estimates. We cannot guarantee that Orders will be delivered within the estimated times.
7. YOUR OBLIGATIONS – OUR DELIVERY SERVICES
7.1. The obligations you must fulfil.
It is your responsibility to ensure that: 7.1.1. you co-operate with us in all matters relating to Our Delivery Services; and 7.1.2. (where applicable) you provide us with such information we may reasonably require in order to provide Our Delivery Services, and ensure that such information is complete and accurate in all material respects.
7.2. What happens if you do not fulfil your obligations.
If you fail to comply with your obligations under paragraph 7.1 you will be in breach of these Terms.
7.3. What happens if you breach these terms.
If our ability to perform Our Delivery Services is prevented or delayed by any failure by you to fulfil any obligations listed in paragraph 7.1 (“Your Default”): 7.3.1. we will be entitled to suspend performance of Our Delivery Services until you remedy Your Default, and to rely on Your Default to relieve us from the performance of Our Delivery Services, in each case to the extent Your Default prevents or delays performance of Our Delivery Services; 7.3.2. we will not be responsible for any costs or losses you sustain or incur arising directly or indirectly from our failure or delay to perform Our Delivery Services; 7.3.3. it will be your responsibility to reimburse us on written demand for any costs or losses we sustain or incur arising directly or indirectly from Your Default; and 7.3.4. we will not be responsible for any redelivery of any Products if the failure to provide Our Delivery Services is caused by Your Default.
8. PRICE AND PAYMENT
8.1. Pricing. Prices will be as quoted on the Website or App.
These prices include VAT but may exclude any applicable delivery costs, administration charges or services charges. These will be added to the total amount due via the Website and App ordering process, where applicable.
8.2. Errors in pricing.
The Website and App contain a large number of menus and it is possible that some of the menus may include incorrect prices. If the correct price for an Order is higher than the price stated on the Website or App, the Supplier will contact you before the relevant Order is dispatched. In such an event, neither we nor the relevant Supplier is under any obligation to ensure that the Order is provided to you at the incorrect lower price or to compensate you in respect of the incorrect pricing.
8.3. Time of payment.
Payment for Orders must be made by an accepted credit or debit card through the Website or App only on placing your Order.
8.4. Time for payment to process.
Please note that from time to time there may be delays with the processing of card payments and transactions, this may result in payments taking up to 60 days to be deducted from your bank account or charged to your credit or debit card.
8.5. Discount voucher application.
A discount may apply to your Order if you use a promotional voucher or code recognised by the Website and App and endorsed by us, and you pay for any balance by credit or debit card. Please refer to paragraph 17 for further details in respect of the use of vouchers.
8.6. Additional payment process information.
Because of standard banking procedures, once you have submitted an Order that you are paying for by credit or debit card and your payment has been authorised, your bank or card issuer will “ring-fence” the full amount of your Order. If your Order is subsequently rejected by the Supplier or cancelled for any other reason, your bank or card issuer will not transfer the funds for the Order and will instead release the relevant amount back into your available balance. However, this may take between 3 to 5 working days (or longer, depending on your bank or card issuer). You acknowledge and agree that neither we nor the relevant Supplier will be responsible or liable to you in relation to this delay by your bank or card issuer in the release of funds back into your account.
8.7. If payment fails to clear.
If your payment for an Order does not successfully process for any reason you must ensure that full payment for the Order you have received is immediately made (“Successful Payment”). If a Successful Payment is not promptly received by us it will be your responsibility to reimburse us and/or the Supplier on written demand any costs or losses we or the Supplier sustain or incur arising directly or indirectly from your failure to make a Successful Payment.
9. HOW WE MAY USE YOUR PERSONAL INFORMATION
9.1. Processing your personal data.
Further details of how we will process personal information are set out in our privacy policy here Privacy Policy.
9.2. Our use of cookies.
Details regarding how and why we use cookies to improve the quality of the Website and your use of it are set out in our cookies policy here Cookies Policy.
9.3. Incorporation of our privacy policy and cookies policy.
Both the privacy policy and cookies policy in paragraphs 9.1 and 9.2 above are incorporated into these Terms by this reference.
10. LIMITATION OF LIABILITY:
YOUR ATTENTION IS PARTICULARLY DRAWN TO THIS PARAGRAPH 10.
10.1. Liability that cannot be legally limited.
Nothing in these Terms limits any liability which cannot legally be limited, including liability for: 10.1.1. death or personal injury caused by negligence; 10.1.2. fraud or fraudulent misrepresentation; and 10.1.3. breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession).
10.2. Liability that is limited.
Subject to paragraph 10.1 we will not be liable to you, whether in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising under or in connection with these Terms for: 10.2.1. loss of profits; 10.2.2. loss of sales or business; 10.2.3. loss of agreements or contracts; 10.2.4. loss of anticipated savings; 10.2.5. loss of use or corruption of software, data or information; 10.2.6. loss of or damage to goodwill; and 10.2.7. any indirect or consequential loss.
10.3. Total liability limit under these terms.
Subject to paragraphs 10.1 and 10.2, our total liability to you arising under or in connection with these Terms, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, will be limited to £100 or twice the value of your Order, whichever is lower.
11. EVENTS OUTSIDE OUR CONTROL
11.1. Limit to liability caused by an event outside our control.
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations in relation to Our Delivery Services that is caused by any act, event, non-occurrence, omission or accident beyond our reasonable control (“Event Outside Our Control”).
11.2. What happens if an event outside our control occurs.
If an Event Outside Our Control takes place that affects the performance of our obligations: 11.2.1. we will contact you as soon as reasonably possible to notify you; and 11.2.2. our obligations under these terms will be suspended and the time for performance of our obligations will be extended for a reasonable duration of the Event Outside Our Control. If reasonable, we will arrange a new time for performance of Our Delivery Services with you after the Event Outside Our Control is over.
12. WEBSITE AND APP ACCESS
12.1. Website and app availability.
While we try to ensure the Website and App are normally available 24 hours a day we do not undertake any obligation to do so and the Website and App may be unavailable at any time and for any period of time.
12.2. Website and app access.
Access to the Website and the App may be suspended at any time without notice.
12.3. Permitted use of the website and app.
You are permitted to use the Website and App and print and download extracts from the Website and App for your own personal non-commercial use on the following basis: 12.3.1. you must not misuse the Website or App for any illegal or improper purpose; 12.3.2. you must not modify the digital or paper copies of any material that you print or download in accordance with paragraph 12.3 and you must not use any pictures, photographs or any other graphics, video or audio sequences separately from any accompanying text; 12.3.3. you must not use any of the materials on the Website or App, or the Website or App themselves, for commercial purposes without obtaining a licence from us to do so; and 12.3.4. unless otherwise stated, the copyright and other intellectual property rights in the Website and App and in the material published on them (including without limitation photographs and graphical images) are owned by us or the Supplier or our licensors. These works are protected by copyright law and all rights are reserved any use of extracts from the Website or App other than in accordance with paragraph 12.3 is prohibited.
12.4. Limitation on use, reproduction and storage of the website and app.
Except as stated in paragraph 12.3 the Website and App and any part of the Website and App may not be used, reproduced or stored in any way on another website including any public or private electronic retrieval system or service without our prior written permission.
12.5. Description and illustrations on the website and app.
Any descriptions or illustrations on our Website and App are published for the sole purpose of giving an approximate idea of the Products described in them. They will not form part of these Terms or have any contractual force.
13. VISITOR MATERIAL
13.1. Material you post on the website and app.
Other than personally identifiable information, which is covered under our privacy policy (that can be accessed here: Privacy Policy ) any material you post, upload or transmit or upload to the Website or App (including without limitation reviews) (“Visitor Material”) will be considered non-confidential and non-proprietary. By posting, uploading or transmitting any Visitor Material, you represent and warrant that you own or otherwise control all of the rights to such Visitor Material. You agree that we will have no obligations with respect to any Visitor Material, and that we and anyone we designate will be free to copy, disclose, distribute, incorporate and otherwise use any Visitor Material and all data, images, sounds, text and other things embodied in it for any and all commercial or non-commercial purposes.
13.2. Your warranty in respect of visitor material you post.
You represent and warrant that any Visitor Material you post, upload or transmit does not and will not breach any of the restrictions in paragraphs 13.3 and 13.4 below.
13.3. Prohibited visitor material.
You are prohibited from posting, uploading or transmitting to or from the Website or App any Visitor Material that: 13.3.1. breach any applicable national or international law; 13.3.2. is unlawful or fraudulent; 13.3.3. amounts to unauthorised advertising; or 13.3.4. contains viruses or other harmful programs.
13.4. Further prohibited visitor material.
Any Visitor Material that you submit through the Website or App must not: 13.4.1. contain any defamatory, obscene or offensive material; 13.4.2. promote violence or discrimination; 13.4.3. infringe the intellectual property rights of another person; 13.4.4. breach any legal duty owed to a third party; 13.4.5. promote illegal activity or invade another’s privacy; 13.4.6. give the impression that they originate from us; or 13.4.7. be used to impersonate another person or to misrepresent your affiliation with another person.
13.5. Our right to remove and edit visitor material.
The prohibitive acts listed in paragraphs 13.3 and 13.4 are non-exhaustive we reserve the right (but do not undertake, except as required by law, any obligation) and have the sole discretion to remove or edit at any time any Visitor Material posted, uploaded or transmitted to the Website or App that we determine breaches a prohibition in paragraphs 13.3 or 13.4, is otherwise objectionable or may expose us or any third parties to any harm or liability of any type, or for any other reason.
13.6. Limitation to our responsibility for visitor material.
Visitor Material contained on the Website and App is for information purposes only and does not constitute advice from us. Visitor Material reflects the opinions of customers who have ordered through the Website or App or other third parties, and any statements, advice or opinions provided by such persons are theirs only. Accordingly, to the fullest extent permitted by law, we assume no responsibility or liability to any person for any Visitor Material, including without limitation any mistakes, defamation, obscenity, omissions or falsehoods that you may encounter in any such material.
13.7. Your indemnity.
You agree to indemnify us against any losses, damages and claims (and all related costs) incurred by or made against us by a Supplier or any other third party arising out of or in connection with any Visitor Material that you provide in breach of any of the representations and warranties, agreements or restrictions set forth in this paragraph 13.
13.8. Your acknowledgment.
You acknowledge that we will fully cooperate with any competent authority requesting or directing us to disclose the identity or location of anyone posting any Visitor Material in breach of paragraphs 13.3 or 13.4 or any other applicable restriction and you release us to the fullest extent permitted by law from all liability in relation to such disclosure.
14. LINKS TO AND FROM OTHER WEBSITES
14.1. Links to third party websites.
Links to third party websites on the Website or App are provided solely for your convenience. If you use these links you will leave the Website or App. We do not review or control any of these third party websites and are not responsible for these websites’ content or availability. We do not endorse or make any representation about these websites or their content or the results from using such websites or content. If you decide to access any of the third party website links on the Website or App you do so entirely at your own risk.
14.2. Permitted linking to our website.
You may link to the Website’s homepage Citygrab Website provided that: 14.2.1. you do so in a fair and legal way which does not damage or take advantage of our reputation; 14.2.2. you do not establish a link from a website that is not owned by you or in a way that suggests a form of association with or endorsement by us where none exists; 14.2.3. any website from which you link must comply with the content standards set out in these Terms; and 14.2.4. we have the right to withdraw linking permission at any time and for any reason.
15. DISCLAIMERS
15.1. Information on our website and app.
While we try to ensure that information on the Website and App is correct it may be inaccurate or incomplete. We may make changes to the material on the Website or App, or to the functionality, products and prices described on them at any time without notice. The material on the Website and App may be out of date, and we make no commitment to update that material.
15.2. Images on our website and app.
Any images of products displayed on the Website or App are provided as a design feature and may not be either an image of the Product produced by the Supplier from which you choose to order or representative of the Product you receive from a Supplier.
15.3. Exclusions.
We provide you with access to and use of the Website and App on the basis that, to the maximum extent permitted by law, we exclude all representations, warranties, conditions, undertakings and other terms in relation to the Website and App and your use of them.
16. TERMINATION
16.1. Termination of your access and use of the website and app.
We may terminate or suspend your right to use the Website and App immediately by notifying you in writing if we believe that: 16.1.1. you have used the Website or App in breach of paragraph 12.4; 16.1.2. you have posted Visitor Material in breach of paragraphs 13.3 or 13.4; 16.1.3. you have breached paragraph 14.2; or 16.1.4. you have breached any other material terms of these Terms.
17. VOUCHERS
17.1. The terms applicable to vouchers.
All vouchers issued by us from time to time for use on the Website and App, are subject to these Terms. Each individual voucher may supplement or modify these Terms with additional terms and conditions specified on the voucher at the time of issue.
17.2. Limits on voucher use.
Promotional discount vouchers (“Discount Vouchers”) may have a redemption limit and we reserve the right to create voucher limits for each voucher campaign from time to time.
17.3. Expiry of vouchers.
Discount Vouchers must be used by the deadline specified on the voucher by entering the relevant voucher code when making an Order. After the deadline passes the voucher will expire.
17.4. The right to use a voucher.
The right to use any voucher is personal to the original recipient and may not be transferred. No voucher may be copied, reproduced, distributed, or published directly or indirectly in any form or by any means for use by an entity other than the original recipient, or stored in a data retrieval system, without our prior written permission. Vouchers distributed or circulated without our consent are not valid and may be refused or cancelled.
17.5. The use of vouchers with other offers.
Vouchers may not be used in conjunction with any other vouchers, discounts or promotions available from time to time.
17.6. Your warranties to us.
When you use a voucher you warrant to us that you are the duly authorised recipient of the voucher and that you are using it in accordance with these terms, lawfully, legally and in good faith.
17.7. Our right to reject or cancel a voucher.
If we reasonably believe a voucher is being used in breach of these terms, unlawfully, illegally or in bad faith, we may (at our sole discretion) reject or cancel the voucher.
17.8. Bank and card issuer procedures when dealing with vouchers.
PLEASE NOTE that due to standard banking procedures, your bank or card issuer will initially “ring-fence” the full amount of an Order (before any voucher discount is applied) in your account for at least 3 to 5 working days (or longer, depending on your bank or card issuer), and this amount will therefore be unavailable in your account for that period. The discount will be applied at the time your bank or card issuer transfers the funds for your Order to us, at which point the discounted amount will not be transferred to us and will instead be released by your bank or card issuer back into your available balance.
17.9. Voucher cash value and our right to terminate.
Vouchers may not be exchanged for cash and we reserve the right at any time to vary or terminate the operation of a voucher at any time without notice.
17.10. Limits on our liability in respect of vouchers.
We shall not be liable to you for any loss or claim arising out of the refusal, rejection, cancellation, termination or withdrawal of any voucher or any failure or inability to use a voucher for any reason.
18. OTHER IMPORTANT TERMS
18.1. Transfer of our rights and obligations.
We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under these Terms.
18.2. Transfer of your rights and obligations.
You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing.
18.3. Entitlement to rights under these terms.
These Terms are between you and us. No other person shall have any rights to enforce any of these terms.
18.4. Severance.
Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
18.5. Waiver.
If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking these Terms, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
18.6. Governing law and jurisdiction.
These Terms, their subject matter, and their formation are governed by English law you and we both agree that the courts of England and Wales will have exclusive jurisdiction.
ALLERGY POLICY
1. What if I have an allergy?
If you or someone you are ordering for have a food allergy or intolerance, please contact the restaurant to check whether your chosen food is suitable, before placing your order. You can call the restaurant directly through our app by selecting your order through the account section and tapping help, alternatively, for web-users we can provide the restaurant’s phone number to customers who contact us directly via email. If you’re unable to contact the restaurant, we recommend not placing or cancelling your order. Read the FAQs below for more information about Citygrab’s allergy policies.
2. Why aren’t Citygrab able to guarantee my meal is suitable for my allergies or intolerances?
We wish we could, but the restaurants themselves are responsible for cooking your order. If you want to make sure their food won’t affect your food allergies, they’re the best people to get in touch with. Additionally, the restaurant is best placed to answer your questions about ingredients used in your meal and how they are cooked, i.e. whether shared fryers and grills are used and whether this may mean that the food is not suitable for you.
3. Why should I have to contact the restaurant if I have a food allergy or intolerance? Why can’t Citygrab check?
Because we’re not prepared to put your health at risk. The only person who can tell you exactly what’s going into your food is the chef cooking it for you.
Even if we confirmed a restaurant’s menu was suitable for people with food allergies or intolerances, they could always change their ingredients at a later date. Then we’d be giving you out-of-date information. We don’t want to take that risk with your health.
4. How does Citygrab make sure the information on Citygrab is correct?
When a restaurant signs up to Citygrab, they have to provide us with up-to-date menu information. We then include this on their dedicated Citygrab page. We also require them to notify us if any menu details change.
5. How do I get in touch with a restaurant?
You can call the restaurant directly through our app by selecting your order through the account section and tapping help If this number does not show up. Alternatively, for web-users we can provide the restaurant’s phone number to customers who contact us directly via email. Please state clearly that your query is related to food allergies and that you require the restaurant’s phone number. PLEASE DON’T PROVIDE YOUR ALLERGEN INFORMATION TO THE CITYGRAB CUSTOMER SERVICE ADVISOR - PLEASE CALL THE RESTAURANT DIRECTLY AS THEY WILL BE THE ONLY PEOPLE WHO CAN TELL YOU EXACTLY WHAT IS GOING INTO YOUR MEAL.
6. Aren’t food businesses required by law to provide information about certain allergens?
Definitely. Restaurants usually give customers access to this information by making it clear you can obtain food allergy information by contacting a member of the restaurant staff. We’re always happy to give you the restaurant’s number so that you can call them directly to inform them of your food allergies and/or intolerances and check whether your chosen food is suitable for you, before placing your order directly with them.
7. I have some more questions about food allergies – what can I do?
We always recommend you contact the restaurant directly to discuss your specific food allergies or intolerances before placing your order directly with them.
