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The present ‘Terms and Conditions for Customers’ are applicable to the relations between WeCook Limited and the Customer. They do not apply to Sellers (which are governed by the ‘Terms and Conditions for Sellers)’.

Definitions

Offer: the range of products and services offered by the Seller that can be ordered by the Customer through the Platform.

Order: an order placed by the Customer with the Seller through the Platform as regards the Offer selected by the Customer.

Customer: a natural person or legal entity placing an Order through the Platform.

Agreement: an agreement between the Customer and the Seller regarding an Order and the delivery or collection of the Order.

Platform: the website(s), apps, tools and other equipment of WeCook Limited on which the Service is made available.

Seller: an individual, sole trader, or business listed on the Platform that makes available, sells, prepares, packages, picks and serves products and related items and uses the Platform for the establishment and payment of the Agreements.

Seller Information: the information about the Seller with regard to, among other things, their contact methods, the products and services made available within their Offer (for example, allergens, nutritional information, and ingredients), prices for each individual product and service (including VAT if applicable), company logo, graphics, delivery area (including postal codes), delivery costs and minimum order amounts, and other information about the Seller.

Service: the commercial services and/or activities that are offered to the Customer by WeCook Limited, including publication of the Offer, facilitation of the conclusion of Agreements and transmission of Orders to the relevant Seller.

Identity of WeCook Limited

WeCook Limited operating under the name of WeCook, with its registered office and correspondence address located at:

167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom

Email: support@joinwecook.com

Applicability

By placing an Order, the Customer directly concludes an Agreement with the Seller for delivery of the food item selected by the Customer. The Customer is bound by the Order and will not be entitled to a refund except in case of cancellation.

Food items listed on the app

  1. WeCook Limited publishes food items on behalf of the Seller, in accordance with the Seller’s Information supplied by the Seller. WeCook Limited shall not accept any responsibility or liability for the contents of the food item and the Seller’s Information on the Platform. The Seller may use ingredients and additives of meals and drinks, that could cause allergies and intolerances. If a Customer is allergic to any foodstuffs, we advise you to contact the Seller by telephone, email, or chat for current allergen information before placing an Order.
  2. WeCook Limited presents all Seller Information in such a way that it is clear to the Customer what their rights and obligations are before accepting their Order.
  3. WeCook Limited shall not accept any liability for Platform availability.

The Agreement

  • The Agreement is effective as from the moment the Customer finalises their Order by clicking the ‘Buy now/Make Payment’ or button to make payment during the process of placing an Order through the Platform.
  • After receipt of the Order, WeCook Limited will electronically confirm the Order to the Customer.
  • The Agreement can only be executed by the Seller if the Customer provides correct and complete contact and address information when placing the Order. The Customer is obliged to immediately report any inaccuracies in the payment data supplied or mentioned to WeCook Limited or the Seller.
  • With respect to information on the status of the Order, after having placed the Order, the Customer is required to be available by telephone or email (as indicated when placing the Order) for both the Seller and WeCook Limited.
  • If the Customer decides to have the Order delivered, the Customer must be present at the delivery address indicated by the Customer in order to receive the Order items. If the Customer is not present at the delivery address when the Order is delivered, and the Order is being delivered by the Seller or any third-party delivery service, the Seller or third-party delivery service will make reasonable efforts to contact the Customer in order to determine where to leave the Order. If WeCook Limited, the Seller, or the third-party delivery service, is unable to contact the Customer, the Seller, or the third-party delivery service may leave the Order at a reasonable location outside, close to the delivery address. WeCook Limited will not be responsible for the Order (including the quality or safety of the contents of the Order when the Customer finds it) after delivering the Order.
  • If the Customer decides to collect their Order, they should be present at the selected time at the collection location of the Seller, as indicated in the confirmation email, text message, message notification or on the WeCook Limited app.
  • WeCook Limited does not accept any liability relating to the execution of the Agreement.

Dissolution of the Agreement and cancellation of the Order

  1. If you, the Customer, are a consumer, you may have certain legal or statutory rights when you order products via the app. Without prejudice to these rights (which, if applicable, will not be affected), the Customer may not dissolve the Agreement where the goods contained in the Offer are perishable, have been individually tailored to the customer, are not suitable for return due to hygiene or health reasons. Orders cannot be cancelled by the Customer with WeCook Limited. Cancellation of the Order with the Seller is only possible by the Customer if the Seller explicitly indicates that Cancellation of the Order by the Customer is possible.
  2. The Seller is entitled to cancel the Order, e.g. if the food item is no longer available, if the Customer has provided an incorrect or inoperative telephone number or other contact information, or in case of force majeure.
  3. If the Customer places a false Order (for example by providing incorrect contact information, by not paying or by not being present on the delivery or collection location in order to receive the Order) or otherwise fails to comply with his obligations pursuant to the Agreement, WeCook Limited shall be entitled to refuse any future Orders from such Customer.
  4. WeCook Limited is entitled to refuse Orders and cancel Agreements on behalf of the Seller, if there is reasonable doubt about the correctness or authenticity of the Order or contact information. If the Customer places Orders that appear as false or fraudulent, WeCook Limited may report this to the police.

Payment

  1. At the moment the Agreement is concluded, the Customer is obliged to pay the Seller for the Order. The Customer must fulfil this payment obligation by only using the online payment method provided through the app. The exchange of payment between the Customer and Seller outside of the app is strictly forbidden.
  2. The reimbursement (whether partial or full) of an online payment shall only be possible if the Order cannot be delivered (entirely). The reimbursement shall always be made into the same account as the one from which the payment has been made. Depending on the payment method used by the Customer, the processing of the reimbursement can take a maximum of 10 working days.
  3. The Seller has authorised WeCook Limited to accept the Customer’s online payment on behalf of the Seller.

Complaints settlement

  1. Complaints from the Customer about the food item, the Order or the performance of the Agreement, are to be filed with the Seller. The sole responsibility for the food item sold by the Seller and the performance of the Agreement lies with the Seller. WeCook Limited may only assume a mediating role.
  2. If the Customer has a complaint as regards to the Service, the complaint is to be communicated by means of the contact form on the WeCook app or email (as per the email address provided under Identity of WeCook Limited, as stated in these terms and conditions).
  3. Once the complaint has been received by WeCook Limited, the latter shall respond as soon as possible, but not later than two weeks.
  4. Complaints by the Customer must be filed promptly after the Customer has detected the shortcomings, be fully and clearly described and filed with the respective Seller.