Acefood Terms and Conditions

1. Definitions

In these Terms and Conditions, the following words have the meanings set out below:

1.1 “Acefood”, “we”, “us”, “our” means Acefood, operating from The Barn, Teddington, TW11 9JE.

1.2 “Application” means the Acefood mobile application used to browse menus and place food orders.

1.3 “Website” means https://acefood.uk and any pages, subdomains, or services we operate under that domain.

1.4 “Takeaway” means the restaurant, takeaway, dark kitchen, or other food business that you choose to order from via the Website/Application.

1.5 “Order” means a request submitted by you through Acefood to purchase items from a Takeaway.

1.6 “You”, “your”, “Customer” means the person placing an order through Acefood.

1.7 “Wallet” means any stored credit, voucher credit, or other balance that we may make available on your Acefood account (if applicable).

2. Who We Are and What We Do

2.1 Acefood provides an online ordering platform that allows you to browse Takeaway menus and submit Orders.

2.2 Unless we explicitly state otherwise, Acefood is not the seller of the food. The Takeaway is responsible for preparing, packaging and (where applicable) delivering the Order.

2.3 We may provide customer support and help you communicate with a Takeaway, but the Takeaway remains responsible for fulfilling your Order.

3. Eligibility and Accounts

3.1 To place an Order, you may need to create an account and provide accurate, complete information.

3.2 You must keep your login details secure and notify us promptly if you believe your account has been accessed without your permission.

3.3 You confirm you are legally capable of entering into a binding contract when you place an Order.

4. How to Place an Order

4.1 Check your chosen Takeaway’s opening hours before ordering. Orders cannot be fulfilled outside the Takeaway’s operating times.

4.2 To order, sign in on the Website/Application, select items and add them to your basket.

4.3 You can review and edit your basket before checkout.

4.4 At checkout, you will be asked for delivery/collection details (as applicable) and payment information through a secure payment flow.

4.5 When you submit the Order, you are making an offer to purchase items from the Takeaway on the terms shown at checkout and these Terms.

4.6 We will send an email/SMS/in‑app notification confirming receipt of your Order request. This receipt does not necessarily mean the Takeaway has accepted it.

4.7 The contract for the supply of food is formed between you and the Takeaway when you receive confirmation that the Order has been accepted/confirmed and (where applicable) is being prepared/processed/dispatched.

4.8 If you notice a mistake after placing an Order, contact us immediately via live chat or by phone on 0203 632 1003. We will try to help by contacting the Takeaway, but we cannot guarantee changes or cancellations will be possible once preparation has started.

5. Prices, Fees and Availability

5.1 Menu items, prices and availability are set by Takeaways and may change at any time.

5.2 Your total price (including any delivery fee, service/marketplace fee if applicable, and any other charges displayed at checkout) will be shown before you place your Order.

5.3 While we aim to display accurate information, occasional errors can happen. If we identify a pricing or description error that affects your Order, we may contact you with options (for example, reconfirming at the corrected price or cancelling the Order).

6. Payments (Stripe)

6.1 Payment processing. Payments on Acefood are handled by our third‑party payment processor, Stripe (“Stripe”). Card and payment information is processed securely by Stripe. Acefood does not store your full card details.

6.2 Authorisation and capture. When you place an Order, your payment method may be authorised and then captured immediately or shortly afterwards depending on the payment method and Order status.

6.3 Statement descriptor. Payments may appear on your bank statement with a descriptor referencing Acefood (the exact wording can vary by bank/payment method).

6.4 Security. We will never ask you for your full card number, full CVV, or your PIN. If you suspect fraud, contact your bank and notify us promptly.

6.5 Third‑party terms. Stripe’s own terms may apply between you and Stripe in addition to these Terms.

7. Delivery and Collection

7.1 Delivery and collection times shown are estimates only and may vary due to demand, traffic, weather, or Takeaway capacity.

7.2 The Takeaway is responsible for fulfilling delivery/collection. Where possible, Acefood may assist with updates or queries, but we cannot guarantee exact delivery times.

7.3 If you have delivery instructions, ensure they are clear and accurate at checkout.

8. Cancellations and Changes

8.1 After an Order is accepted, it may not be possible to cancel or amend it, especially once preparation has started.

8.2 If you want to request a change/cancellation, contact Acefood support immediately. We can attempt to contact the Takeaway, but acceptance of the request is at the Takeaway’s discretion.

8.3 If an Order is rejected/cancelled by the Takeaway after submission, we will notify you and, where payment was taken, a refund will be initiated in line with Section 10.

9. Vouchers (Promotional Codes)

9.1 Voucher codes may be issued by Acefood from time to time. Voucher offers may have specific rules (expiry, minimum spend, participating Takeaways, item restrictions, first‑time user only, etc.) shown with the promotion.

9.2 Unless stated otherwise:

• vouchers can be used once;
• only one voucher may be used per Order; and
• vouchers cannot be exchanged for cash.

9.3 We may refuse or cancel a voucher redemption where we reasonably believe it is being used improperly, fraudulently, or contrary to the voucher rules.

9.4 Personal data provided when using a voucher will be processed in accordance with our Privacy Policy: https://acefood.uk/privacy

10. Refunds and Chargebacks

10.1 Order issues. If there is an issue with your Order (missing items, wrong items, quality concerns, late delivery), contact us promptly. We may help you communicate with the Takeaway and review the circumstances.

10.2 Refund method and timing. Where a refund is agreed or required, we will process it back to the original payment method where possible. Refund timing depends on Stripe and your bank/payment method.

10.3 No double recovery. If a chargeback is opened with your bank, we may pause any refund while that process is ongoing to prevent duplicate reimbursement.

10.4 Chargebacks. A chargeback is handled by your bank/card issuer. We may need to share relevant information with Stripe and the card networks to respond to a dispute.

10.5 Misuse. We may restrict or suspend accounts where we reasonably suspect fraud, abuse of refunds, or repeated disputes inconsistent with genuine use.

11. Flash Sale Events (if offered)

11.1 We may run limited-time promotions (“Flash Sales”) on selected items from selected Takeaways.

11.2 Flash Sale participation, eligible items and discount levels may change and are subject to availability during the promotion window.

11.3 Discounts apply only during the stated promotion period and only to items clearly marked as included. The final discounted total will be shown before you pay.

12. Reviews and Content

12.1 Where reviews/ratings are available, you agree to post content that is truthful, relevant and not abusive or unlawful.

12.2 We may remove or moderate reviews that are offensive, threatening, discriminatory, irrelevant, spam, or otherwise inappropriate.

13. Acceptable Use

You agree that you will not:

• use Acefood for unlawful, fraudulent, misleading or abusive activity;
• attempt to interfere with the Website/Application or security features;
• create multiple accounts to exploit promotions; or
• harass Takeaways, couriers, or our staff.

We may take appropriate action where we reasonably believe these Terms have been breached (including restricting access, cancelling Orders, or suspending accounts).

14. Privacy

Our collection and use of personal data is described in our Privacy Policy: https://acefood.uk/privacy

15. Changes to These Terms

15.1 We may update these Terms from time to time to reflect changes in the law, our service, or operational needs.

15.2 Updated Terms will be posted on the Website/Application and will apply from the effective date shown (or from publication if no date is shown). Continued use of Acefood after changes take effect indicates acceptance of the updated Terms.

16. Liability (Platform Role)

16.1 Acefood provides a platform to connect Customers and Takeaways. The Takeaway is responsible for food preparation, quality, and fulfilment.

16.2 Nothing in these Terms excludes or limits liability where doing so would be unlawful (including for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation).

16.3 Subject to mandatory consumer rights, Acefood is not liable for losses arising from matters outside our reasonable control (for example, Takeaway delays, ingredient substitutions, or service interruptions), and our role is limited to operating the ordering platform and support processes described in these Terms.

17. Severability

If any provision of these Terms is found unlawful or unenforceable, the remaining provisions will continue in full force.

18. Waiver

If we do not enforce a provision of these Terms immediately, we still retain the right to enforce it later.

19. Law and Jurisdiction

19.1 These Terms are governed by the laws of England and Wales.

19.2 If you are a consumer, you may also benefit from mandatory consumer protections in your country of residence.

20. Contact Details

Acefood
Address: The Barn, Teddington, TW11 9JE
Telephone: 0203 632 1003
Email: admin@acefood.uk
Website: https://acefood.uk