Customer Summary.

This section is provided as a plain-English summary only and does not replace the full Terms & Conditions below.

WE-COLLECT is responsible for providing collection and delivery services with reasonable care and skill.

Businesses are responsible for food preparation, ingredients, allergens, menu descriptions, pricing, product quality, product availability and opening hours.

Customers are responsible for ensuring account details, collection details, delivery details and booking information are accurate and up to date.

WE-COLLECT operates a multi-stage verification process which may include Business verification, Courier verification, delivery records, delivery photographs, signatures and delivery codes.

If something goes wrong, WE-COLLECT will investigate the available evidence and determine responsibility before deciding any appropriate remedy.

Where WE-COLLECT is responsible for a collection or delivery issue, WE-COLLECT will consider an appropriate remedy.

Where another party is responsible, Customers may be directed to that party for resolution.

Where only part of an order is affected, any remedy will normally be limited to the affected item or proven loss rather than the entire order.

1. Definitions.

Customer means the individual creating an account or making a booking through WE-COLLECT.

Account Holder means the registered owner of a WE-COLLECT account.

Business means the restaurant, takeaway, retailer, shop or other organisation supplying goods for collection and delivery.

Courier means the individual approved by WE-COLLECT to carry out collection and delivery services.

Booking means a request submitted through WE-COLLECT for collection and delivery services.

Collection means the retrieval of goods from a Business.

Delivery means the transportation and handover of goods to a Customer or Customer-authorised location.

Safe Place means a location nominated by the Customer where an order may be left.

Delivery Code means any verification code used to confirm successful delivery.

Order Reference means any booking reference, order number, customer name or identifier used to identify an order.

2. Purpose Of The Service.

WE-COLLECT provides a collection and delivery service between Businesses and Customers.

WE-COLLECT is responsible for the collection and delivery service only.

Businesses remain responsible for product preparation, ingredients, allergens, menu information, product descriptions, pricing, food quality, product availability and opening hours.

WE-COLLECT does not manufacture, prepare, cook, package or alter products supplied by Businesses.

3. WE-COLLECT Responsibility.

WE-COLLECT is responsible for providing collection and delivery services with reasonable care and skill.

If WE-COLLECT fails to provide its collection and delivery services with reasonable care and skill, and a Customer suffers loss or damage as a direct and foreseeable result of that failure, WE-COLLECT will investigate the matter and, where appropriate, consider a reasonable remedy.

WE-COLLECT is not responsible for losses, damage, delays, costs or issues arising from matters that remain the responsibility of the Customer, the Business, the Courier acting outside the scope of their engagement, or other third parties.

This includes incorrect information supplied by Customers, incorrect information supplied by Businesses, incorrect collection or delivery addresses, incorrect branch selection, food preparation, food quality, ingredients, allergens, product suitability, product pricing, Business opening hours, Customer-selected safe place deliveries, Customer unavailability and events outside WE-COLLECT's reasonable control.

Nothing in these Terms & Conditions is intended to exclude or restrict any legal rights that cannot lawfully be excluded under the laws of England and Wales.

All complaints, disputes, incidents and claims will be assessed on their individual circumstances and based upon the evidence available at the time of investigation.

4. Your Account.

Customers may create an account to use WE-COLLECT services.

Accounts are personal to the Account Holder and may not be transferred, sold, shared or assigned without written permission from WE-COLLECT.

The Account Holder remains responsible for all activity conducted through their account.

Customers may request account deletion in writing. Account deletion requests will be processed subject to applicable legal, regulatory, safeguarding and record-retention requirements.

5. Account Security.

Customers are responsible for maintaining the security of their account credentials.

Customers must take reasonable steps to prevent unauthorised access to their account.

Customers must notify WE-COLLECT if they believe their account has been compromised.

WE-COLLECT may suspend accounts where unauthorised access, fraud or security concerns are suspected.

6. Account Information And Customer Responsibilities.

Customers must ensure that all information provided is accurate and up to date.

• Name.
• Collection name.
• Email address.
• Telephone number.
• Date of birth.
• House number.
• Flat number.
• Building name.
• Postcode.
• Collection address.
• Delivery address.
• Safe place instructions.
• Accessibility requirements.

Customers may store multiple addresses within their account.

Customers are responsible for selecting the correct address during the booking process.

Where incorrect information is supplied by the Customer, WE-COLLECT shall not be responsible for resulting delays, failed collections or failed deliveries.

7. Acceptance Of Terms.

By creating an account, making a booking or using the WE-COLLECT service, Customers agree to these Terms & Conditions.

Customers may be required to actively confirm acceptance of these Terms before completing a booking.

8. Age Requirements.

Customers must be at least 18 years of age to create an account.

Customers purchasing age-restricted products may be required to provide valid identification.

9. Booking Process.

Customers are responsible for reviewing all booking information before confirming a booking.

• Collection address.
• Delivery address.
• Business selected.
• Branch selected.
• Collection time.
• Delivery details.
• Distance.
• Delivery charge.

Once confirmed, Customers remain responsible for information supplied during the booking process.

10. Order Acceptance.

Submission of a booking request does not automatically guarantee acceptance.

Bookings remain subject to courier availability, service area restrictions, operational requirements, Business availability and safety considerations.

WE-COLLECT reserves the right to refuse, decline, suspend or cancel bookings where necessary.

11. Collection Scheduling.

To assist with courier planning and availability, WE-COLLECT requires a minimum preparation period before collection.

Collection scheduling operates using designated booking windows.

Customers are responsible for ensuring the selected collection time allows sufficient preparation time with the Business.

Businesses remain responsible for preparing orders for collection.

12. Collection And Delivery Addresses.

Customers are responsible for ensuring all collection and delivery addresses are correct.

Customers are provided multiple opportunities to review address information before confirming a booking.

If incorrect address information is supplied by the Customer, any resulting costs, delays or failed deliveries may remain the responsibility of the Customer.

13. Service Area Restrictions.

WE-COLLECT operates within designated service areas.

Customers must not intentionally provide false, misleading or inaccurate addresses to obtain lower delivery charges or access services outside permitted delivery areas.

Where WE-COLLECT reasonably believes that a Customer has attempted to manipulate distance-based pricing, service areas or delivery restrictions, WE-COLLECT may cancel the booking, refuse refunds, investigate the account, suspend the account or permanently terminate the account.

14. Order Identification Requirements.

Customers must provide sufficient information to allow the Business and Courier to identify the order.

• Order number.
• Reference number.
• Customer name.
• Collection code.
• Booking reference.

Where available, Customers are encouraged to upload screenshots or confirmations relating to the order.

WE-COLLECT is not responsible for failed collections resulting from insufficient order identification information.

15. Business And Branch Selection.

Customers are responsible for selecting the correct Business and correct branch location.

Customers are provided opportunities to review these selections before confirming a booking.

Errors relating to incorrect Business selection or incorrect branch selection remain the responsibility of the Customer.

16. Business Information And Menu Listings.

WE-COLLECT may display information supplied by Businesses.

Businesses remain responsible for ensuring that information supplied is accurate and up to date.

• Menus.
• Pricing.
• Promotions.
• Product availability.
• Opening hours.
• Contact information.

WE-COLLECT is not responsible for differences between information displayed by WE-COLLECT and information subsequently provided by the Business.

17. Website And Booking System Availability.

WE-COLLECT aims to maintain reliable access to its website and booking systems.

However, uninterrupted access cannot be guaranteed.

WE-COLLECT is not responsible for service interruptions caused by internet failures, customer device failures, browser issues, email delivery failures, third-party service outages or technical failures outside WE-COLLECT's reasonable control.

18. Service Availability.

Service availability may vary based upon courier availability, demand, weather, safety considerations, Business operating hours and technical issues.

WE-COLLECT does not guarantee continuous service availability.

Services may be modified, restricted, suspended or withdrawn where reasonably necessary.

19. Prices, Charges And Payments.

Applicable delivery charges will be displayed before booking confirmation.

Unless otherwise stated, WE-COLLECT prices and delivery charges are displayed without VAT because WE-COLLECT is not currently VAT registered.

If WE-COLLECT becomes VAT registered in the future, VAT treatment, pricing displays and invoices may be updated in accordance with applicable VAT rules.

Customers remain responsible for reviewing pricing information before confirming a booking.

WE-COLLECT reserves the right to update pricing structures, delivery charges, service areas and operational fees from time to time.

Bookings requiring payment may not be confirmed until payment has been successfully authorised and processed.

Failed, reversed or disputed payments may result in booking cancellation, suspension or investigation.

20. Promotions, Discounts And Tips.

WE-COLLECT may offer promotions, discounts, vouchers, credits or incentives from time to time.

Promotions may be amended, withdrawn, suspended or cancelled at any time.

Customers must not abuse promotional offers or attempt to obtain benefits through fraud, multiple accounts, false information or misuse of the service.

Tips are entirely voluntary.

Where a Customer chooses to provide a tip, WE-COLLECT intends for 100% of the tip to be passed to the Courier.

21. Delivery Verification Process.

WE-COLLECT operates a multi-stage verification process to reduce delivery disputes and improve order accuracy.

Business Verification: The Business is responsible for preparing the correct order, checking the order contents and ensuring the order matches the Customer's request.

Courier Verification: The Courier may verify the order reference, Customer name, collection details and delivery details. Couriers do not open sealed food packaging.

Customer Verification: Upon delivery, Customers may be asked to verify that the order appears correct, the visible contents match the order and the correct items appear to have been supplied.

This verification process is not a taste test, quality assessment or food inspection.

22. Proof Of Delivery.

WE-COLLECT may use one or more methods of delivery verification.

• Delivery photographs.
• Customer signatures.
• Delivery codes.
• Call records.
• Message records.
• Booking records.
• Courier records.

A valid delivery code, Customer signature, photograph, communication record or other delivery verification may be relied upon as evidence that delivery was successfully completed.

Proof-of-delivery records may be retained for evidential, operational, safeguarding, insurance or legal purposes.

23. Delivery Codes.

Customers may be required to provide a delivery verification code.

Delivery codes form part of the proof-of-delivery process.

Where a Customer provides a delivery code, this may be treated as evidence that delivery has been completed.

Alternative verification methods may be used where appropriate.

24. Customer Unavailable.

Customers are responsible for being available at the agreed delivery location.

Where a Customer cannot be located, the Courier may attempt to call the Customer, attempt to message the Customer and follow delivery instructions supplied by the Customer.

Couriers may wait for a reasonable period before treating the delivery as unattended.

WE-COLLECT reserves the right to complete delivery in accordance with Customer instructions where reasonable and safe to do so.

25. Safe Place Deliveries.

Customers may nominate a safe place for unattended deliveries.

• Porch.
• Reception.
• Lobby.
• Concierge desk.
• Designated collection point.

Where a Customer instructs WE-COLLECT to leave an order unattended, the Customer accepts responsibility for the order once delivery has been completed in accordance with those instructions.

Photographic evidence may be obtained where appropriate.

26. Restricted Access Locations.

WE-COLLECT does not guarantee delivery to hotel rooms, hospital wards, student accommodation rooms, office suites, secure-access buildings or restricted-access areas.

Deliveries may instead be completed at main entrances, reception areas, lobbies or agreed collection points.

27. Accessibility And Additional Assistance.

WE-COLLECT aims to provide an accessible service.

Customers may notify WE-COLLECT of disabilities, accessibility requirements or additional assistance requirements through their account details or booking information.

Where reasonably practical, WE-COLLECT may make reasonable efforts to assist Customers who require additional support.

• Allowing additional time.
• Providing reasonable assistance during handover.
• Placing items on an agreed surface where reasonably requested.
• Exercising patience and understanding.

Safety remains the priority for both Customers and Couriers.

28. Age-Restricted Goods.

Age-restricted products may require identification checks before delivery can be completed.

WE-COLLECT reserves the right to refuse delivery where age verification cannot be completed.

Customers must provide valid identification where requested.

Age-restricted goods may not be left unattended.

29. Delivery Times.

All delivery times are estimates only.

Delivery times may be affected by traffic conditions, weather conditions, road closures, Business delays, emergencies and operational requirements.

WE-COLLECT does not guarantee exact delivery times.

30. Courier Safety.

Courier safety takes priority over delivery speed.

WE-COLLECT may delay, suspend, refuse or cancel deliveries where safety concerns exist.

Safety concerns may include dangerous weather, aggressive behaviour, unsafe property access, criminal activity, threats or emergencies.

31. Weather And Exceptional Circumstances.

WE-COLLECT may suspend services during severe weather or other exceptional circumstances.

• Red weather warnings.
• Flooding.
• Storms.
• Fire.
• Power outages.
• National emergencies.
• Government restrictions.
• Events outside WE-COLLECT's reasonable control.

32. Food Quality, Allergens And Product Information.

WE-COLLECT is not responsible for ingredients, allergens, food preparation, food quality, food safety, taste, freshness, nutritional information or product suitability.

These matters remain the responsibility of the Business supplying the goods.

Customers must direct such complaints to the Business.

33. Delivery Issues, Investigations, Refunds And Remedies.

WE-COLLECT aims to operate a strict quality-control process designed to reduce errors and delivery disputes.

This may include Business verification, Courier verification, Customer verification, delivery photographs, Customer signatures, delivery codes, booking records, communication records and Courier reports.

WE-COLLECT aims to work with Businesses and Couriers who maintain high operational standards. However, despite these safeguards, issues may occasionally arise.

Where an order is reported as lost, damaged, incomplete, incorrect, cold, delayed, spilled or undeliverable, WE-COLLECT will investigate the matter using the available evidence.

Responsibility may rest with the Customer, the Business, WE-COLLECT or a third party. Responsibility will depend upon where and how the issue occurred.

Where the issue arises from the actions of a Business, responsibility will generally remain with the Business.

Where the issue arises during the collection or delivery process, WE-COLLECT will investigate and determine whether the issue falls within WE-COLLECT's responsibility.

No assumption of fault or responsibility will be made until an investigation has been completed.

Where a remedy is considered appropriate, it will normally be limited to the affected item, affected service or proven loss only.

Customers will not normally be entitled to reimbursement for unaffected goods, unaffected services or unaffected items that were successfully delivered and remain usable.

Examples of affected items may include a spilled drink, damaged dessert, missing side order, damaged individual item or missing individual item from a larger order.

Where an item is partially damaged but remains usable, WE-COLLECT reserves the right to consider the extent of the damage when determining any appropriate remedy.

Where an investigation identifies that an error has occurred and a correction is reasonably possible, WE-COLLECT may attempt to arrange collection and delivery of replacement, missing or corrected items.

This may include missing items, incorrect items, replacement items supplied by the Business, or items requiring redelivery following an identified delivery error.

WE-COLLECT will make reasonable efforts to assist where practical, but replacement collections and redeliveries may depend upon Courier availability, Business availability, operating hours, distance, safety considerations, demand and operational requirements.

WE-COLLECT cannot guarantee that a replacement collection or redelivery will be available in every circumstance.

Where a replacement collection or redelivery is not possible, alternative remedies may be considered following investigation.

34. Lost Property.

Customers should notify WE-COLLECT as soon as reasonably practicable if property is believed to have been lost during a delivery.

WE-COLLECT may assist in attempting to reunite lost property with its owner.

WE-COLLECT cannot guarantee the recovery of lost property.

35. Property Damage And Incidents.

Customers should notify WE-COLLECT as soon as reasonably practicable if property damage, loss or an incident is believed to have occurred in connection with a delivery.

WE-COLLECT may investigate reported incidents and review relevant evidence.

Where appropriate, matters may be referred to insurers, legal representatives, law enforcement agencies or other relevant organisations.

Each matter will be considered on its individual circumstances.

36. Complaints And Investigations.

Customers wishing to raise a complaint should contact WE-COLLECT as soon as reasonably practicable.

WE-COLLECT may investigate complaints, fraud, misuse of the service, chargebacks, delivery disputes, safeguarding concerns, property damage, lost property, criminal allegations and other incidents connected with use of the service.

WE-COLLECT may review available evidence, including delivery records, booking records, photographs, signatures, delivery codes, communications, payment records and Courier reports.

Customers agree to cooperate reasonably with any investigation relating to their use of the service.

WE-COLLECT will review available evidence before reaching a decision.

37. Fraud, Abuse And Security.

WE-COLLECT takes fraud prevention seriously.

Customers must not provide false information, create fake accounts, submit fraudulent claims, abuse promotions, abuse pricing systems, manipulate service areas or attempt to obtain services dishonestly.

WE-COLLECT may investigate suspected misuse of the service, including repeated claims, repeated complaints, repeated refund requests or repeated delivery disputes where a pattern of suspicious activity is identified.

Confirmed misuse may result in booking cancellation, account suspension, account termination or referral to law enforcement authorities where appropriate.

Customers should exercise caution when receiving communications claiming to be from WE-COLLECT.

Where possible, Customers should verify that communications originate from official WE-COLLECT channels before providing personal information, account information, payment information or verification codes.

WE-COLLECT will never ask Customers to disclose account passwords.

Customers should immediately report any suspected fraudulent communications, impersonation attempts or scam activity claiming to be associated with WE-COLLECT.

WE-COLLECT is not responsible for losses arising from information voluntarily provided by a Customer to an unauthorised third party falsely claiming to represent WE-COLLECT.

WE-COLLECT may publish details of its official communication channels from time to time to assist Customers in identifying legitimate communications.

38. Abuse, Threats And Harassment.

WE-COLLECT operates a zero-tolerance policy towards abuse, threats, harassment, intimidation, discrimination, violence or other unacceptable behaviour directed towards Customers, Businesses, Couriers, staff or members of the public.

WE-COLLECT reserves the right to suspend or terminate accounts where such behaviour is identified.

Where appropriate, WE-COLLECT may report matters to the police, safeguarding authorities, insurers or other relevant organisations.

39. Courier Vetting, Compliance And Safeguarding.

The safety and wellbeing of Customers, Businesses, Couriers and members of the public is a core priority of WE-COLLECT.

Before carrying out deliveries on behalf of WE-COLLECT, Couriers must successfully complete all compliance requirements required by WE-COLLECT.

• Identity verification.
• Right-to-work verification.
• DBS checks.
• Insurance verification.
• Safeguarding requirements.
• Compliance checks.
• Verification of licences, permits or documentation required by WE-COLLECT.

Couriers must maintain all required documentation, insurance and compliance requirements throughout their relationship with WE-COLLECT.

WE-COLLECT reserves the right to suspend, restrict or permanently remove any Courier who fails to satisfy or maintain the required standards.

WE-COLLECT takes safeguarding concerns extremely seriously.

Customers are encouraged to report harassment, discrimination, inappropriate behaviour, intimidation, violence, criminal conduct, safeguarding concerns or any conduct that places a person at risk.

WE-COLLECT may investigate allegations of serious misconduct.

Where appropriate, WE-COLLECT may immediately suspend a Courier pending investigation.

Where WE-COLLECT reasonably believes criminal activity or serious safeguarding concerns may have occurred, WE-COLLECT may refer the matter to police, safeguarding authorities, regulatory bodies, insurers or other relevant organisations.

Any Courier found to have engaged in serious misconduct may be permanently removed from the WE-COLLECT platform.

40. Suspension And Termination Of Accounts.

WE-COLLECT reserves the right to suspend or terminate accounts where a Customer provides false information, commits fraud, abuses promotions, abuses pricing systems, manipulates delivery distances, threatens staff or Couriers, harasses staff or Couriers, engages in criminal activity or repeatedly breaches these Terms & Conditions.

WE-COLLECT may refuse future bookings following account termination.

41. Chargebacks And Payment Disputes.

Where a Customer disputes a payment after a booking has been completed, WE-COLLECT reserves the right to challenge the dispute using available evidence.

Evidence may include booking records, delivery photographs, Customer signatures, delivery codes, communication records and Courier records.

Customers must not submit false, dishonest or misleading payment disputes.

Suspected fraudulent disputes may be investigated.

42. Data Protection And Privacy.

WE-COLLECT processes personal information in accordance with its Privacy Policy and applicable data protection legislation.

Customers are responsible for ensuring personal information supplied to WE-COLLECT is accurate and up to date.

Customers may request access to, correction of or deletion of personal data, subject to legal, safeguarding, operational and regulatory requirements.

Marketing communications will be managed in accordance with applicable consent requirements.

Customers may opt out of marketing communications where applicable.

43. Third-Party Websites And External Links.

WE-COLLECT may provide links to third-party websites, ordering systems, menus or external services operated by Businesses or other organisations.

WE-COLLECT does not control and is not responsible for the content, availability, accuracy, security or operation of third-party websites.

Customers access third-party websites at their own risk.

44. Intellectual Property Rights.

All intellectual property rights relating to WE-COLLECT remain the property of WE-COLLECT or its licensors.

• WE-COLLECT branding.
• BuzzBee branding and artwork.
• Logos.
• Website content.
• Images.
• Graphics.
• Written content.
• Marketing materials.
• Design elements.

No content may be copied, reproduced, distributed, modified or used without prior written permission.

45. Changes To The Service.

WE-COLLECT may modify, suspend, restrict or discontinue parts of the service from time to time.

This may include changes to service areas, booking processes, delivery procedures, pricing structures, website functionality and operational requirements.

WE-COLLECT will make reasonable efforts to communicate significant changes where appropriate.

46. Changes To These Terms.

WE-COLLECT may update, amend or revise these Terms & Conditions from time to time.

Where appropriate, updated Terms & Conditions will be published on the WE-COLLECT website.

Continued use of the WE-COLLECT service after revised Terms & Conditions have been published may constitute acceptance of those revised Terms.

Customers are encouraged to review the latest version periodically.

47. Customer Legal Rights.

Nothing within these Terms & Conditions is intended to remove or restrict legal rights that cannot lawfully be excluded under the laws of England and Wales.

Customers retain all statutory rights available under applicable legislation.

48. Insurance And Claims.

Certain incidents may be referred to insurers where appropriate.

Customers agree to provide reasonable cooperation where insurance investigations are required.

WE-COLLECT reserves the right to refer matters to legal representatives, insurers or relevant authorities where necessary.

49. Record Retention.

WE-COLLECT may retain records relating to bookings, deliveries and investigations.

• Delivery photographs.
• Signatures.
• Delivery codes.
• Booking records.
• Communication records.
• Complaint records.
• Investigation records.

Records may be retained for a minimum period of 90 days and for longer where required for legal, safeguarding, insurance, regulatory or operational purposes.

50. Third-Party Rights.

Unless otherwise required by law, a person who is not a party to these Terms & Conditions shall have no right to enforce any part of these Terms.

51. Severability.

If any provision of these Terms & Conditions is found by a court, tribunal or other competent authority to be invalid, unlawful or unenforceable, that provision shall be treated as severed to the minimum extent necessary.

All remaining provisions shall continue in full force and effect and shall remain valid and enforceable.

52. No Waiver.

If WE-COLLECT delays or chooses not to enforce any provision of these Terms & Conditions, this shall not prevent WE-COLLECT from enforcing that provision or any other provision at a later date.