EAT terms of service

Who we are

EAT is operated by SPACE-IZ Ltd, registered in England and Wales with company number 12709068, at Level 39, One Canada Square, Canary Wharf, London, E14 5AB. In these terms “we”, “us” and “EAT” mean SPACE-IZ Ltd.

These terms apply when you use EAT: Food Delivery, our customer app, to browse restaurants and place orders. By placing an order you accept them, so please read them before you do.

Restaurants and delivery partners who work with us do so under separate agreements. Those agreements do not affect your rights under these terms.

Our privacy notice explains what the apps collect and why.

What EAT does — and who sells you the food

EAT is a marketplace. We do not cook, sell or own the food.

When you place an order, the contract to supply that food is between you and the restaurant. The restaurant is the seller and the food business operator. It is responsible for preparing your food, for its quality and safety, for describing it accurately, and for the allergen and ingredient information relating to it.

What we are responsible for is our own part:

• providing and running the app you order through;
• taking payment from you on the restaurant’s behalf, as its agent; and
• arranging delivery of your order through a delivery partner.

Because we take payment as the restaurant’s agent, paying us discharges what you owe the restaurant for that order. You do not have to pay twice if something goes wrong between us and them.

Nothing in this section limits your rights against us for the services we do provide, or any rights you have under consumer law that cannot be excluded.

Your account

You must be at least 18 to hold an EAT account and to place an order.

You sign in with your mobile number. We send a one-time code to that number and you enter it in the app. Anyone who can read codes sent to your number can get into your account, so please keep your phone and number secure and tell us promptly if you think someone else has access.

Keep your delivery address and contact details accurate. We and the delivery partner rely on them, and we cannot refund an order that failed because the address was wrong.

You can delete your account at any time, in the app or at space-iz.com/delete/eat/user. We keep some records after deletion where the law requires it — the privacy notice sets out what and for how long.

Placing an order

A menu in the app is an invitation to order, not an offer. Your order is an offer to buy. A contract is formed when the restaurant accepts your order — not when you tap to pay, and not when we confirm we have received it.

A restaurant can decline an order, for example if it is closed, out of an item, or cannot deliver to you. If it declines, no contract is formed and you are not charged.

Some restaurants in the app are marked (Demo). These are test listings we use to demonstrate and review the app. They do not cook or deliver real food, and no payment is taken for an order placed with them.

Prices, fees and taxes

Prices are in pounds sterling. Item prices are set by the restaurant, not by us, and can change.

A delivery fee applies to each order. It depends on how far you are from the restaurant, so it varies from order to order.

Before you pay, the app shows you the full total for your order, including the delivery fee and any other charges and taxes that apply. You will not be charged more than the total you are shown. If anything on that screen is unclear, do not place the order — ask us first.

[For review: confirm the VAT treatment and whether a VAT registration number must be shown, and confirm whether any customer-facing service fee is charged in addition to the delivery fee.]

Payment

You pay through PayPal. We do not receive or store your full card details.

When you place an order we do not take the money straight away. We ask PayPal to hold the amount against your account. We take the payment only when the restaurant accepts your order. If the restaurant declines, or the order is cancelled before it is accepted, we release the hold and no money is taken.

A hold can appear in your banking app as a pending transaction. How long it takes to disappear after release is controlled by PayPal and your bank, not by us.

If the hold or the payment fails, the order does not proceed and no contract is formed.

Cancelling an order

Before the restaurant accepts

You can cancel in the app at no cost. No money has been taken at this point, and we release the hold on your payment.

After the restaurant accepts

Your food is being prepared and the restaurant has committed cost to it, so we cannot promise a refund. You can still ask to cancel in the app, and we will refund you in full or in part where it is reasonable to do so — for example if preparation has not started. Where we do refund after payment has been taken, it goes back to your PayPal account.

After delivery

A delivered order cannot be cancelled. If something was wrong with it, see If something is wrong with your order below — that is a separate right and it is not affected by this section.

Your statutory cancellation rights

Consumers buying at a distance normally have 14 days to change their mind under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That right does not apply to orders of freshly prepared food, because the Regulations except goods that are liable to deteriorate or expire rapidly, and goods made to your order. This does not affect any of your other legal rights, including those in the next section.

[For review: confirm and insert the specific regulation numbers for the perishable-goods and made-to-order exceptions.]

If something is wrong with your order

Under the Consumer Rights Act 2015, the food you are supplied must be of satisfactory quality, fit for purpose and as described. The delivery service must be carried out with reasonable care and skill and within a reasonable time. Those rights are yours by law and nothing in these terms takes them away.

Tell us as soon as you can — ideally within 48 hours, and on the same day for anything about the condition of the food. Open the order in the app and raise a support request, or email support@space-iz.com. Photographs help.

We will look into it with the restaurant or the delivery partner and put it right, which depending on what happened may mean a refund in full or in part. Because we take payment as the restaurant’s agent, you can raise it with us and we will handle it — you do not have to chase the restaurant yourself.

If you think the food made you unwell, please tell us and seek medical advice. You can also report it to the local authority for the area the restaurant operates in.

Allergens and food information

Please read this section carefully if you have a food allergy or intolerance.

The restaurant is the food business operator for the food it sells, and is responsible for allergen and ingredient information about it.

The app currently shows whether an item is marked vegetarian. It does not yet carry allergen information for individual menu items, and menu descriptions are written by restaurants and may not list every ingredient.

So if you have an allergy or intolerance, please contact the restaurant directly to check before you order. Do not rely on the app alone. We are working to carry allergen information in the app.

Food is prepared in kitchens that handle many ingredients, so cross-contamination is possible even where an ingredient is not listed.

Delivery

We arrange delivery through a delivery partner. Delivery times shown in the app are estimates, not guarantees — traffic, weather and how busy a kitchen is all affect them.

We can only deliver within a limited distance of a restaurant, so the restaurants you see depend on the address you are ordering to.

Please be reachable on the number on your account and available at the address around the estimated time. If the delivery partner cannot reach you or get access, they will try to contact you; if they still cannot deliver, the order may be treated as completed and you may not be refunded.

If your order contains age-restricted items, the delivery partner may ask for ID and can refuse to hand them over.

[For review: confirm whether age-restricted items are in scope at launch. The platform does not currently flag them.]

Using the app properly

Please do not:

• use the app for anything unlawful, or to place fake or fraudulent orders;
• abuse, threaten or discriminate against restaurant staff, delivery partners or our team;
• try to break, probe or overload the app or the systems behind it, or get at data that is not yours;
• copy or scrape the app, or use it to build a competing service.

We may suspend or close your account if you do any of these, or if we reasonably suspect fraud. Where we can, we will tell you why and give you a chance to respond. If we close your account we will still refund money you are owed.

Our responsibility to you

We do not exclude or limit our liability where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for anything else that cannot be excluded under consumer law.

Subject to that, we are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that is not foreseeable, or for business losses — the app is for personal use.

The food itself is supplied by the restaurant, and your rights in respect of it are primarily against the restaurant as seller. We will help you exercise them, as set out above.

Complaints

If something has gone wrong, please tell us first — raise a support request in the app or email support@space-iz.com. We aim to acknowledge complaints within two working days.

If we cannot resolve it between us, you can take the matter to court. You may also be able to use an alternative dispute resolution scheme.

[For review: confirm whether SPACE-IZ subscribes to an ADR scheme and name it here if so.]

Changes to these terms, and governing law

We may change these terms — for example to reflect changes to the app or to the law. The version published here when you place an order is the one that applies to that order, so please check before ordering. We will tell you about significant changes in the app.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you can bring proceedings in your own courts, and you keep the benefit of any consumer protection that applies where you live.

If any part of these terms turns out to be unenforceable, the rest continues to apply.

Contact us

Email support@space-iz.com, or raise a support request in the app, where we can see your order.

SPACE-IZ Ltd, Level 39, One Canada Square, Canary Wharf, London, E14 5AB. Company number 12709068.