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Eluo Food – Customer Terms & Conditions

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These Terms and Conditions (“Terms”) govern your use of the Eluo Food platform (“we”, “us”, “our”). By registering for, accessing, or using our website, mobile app, or related services (“Platform”), you agree to these Terms. Please read them carefully.

1. About Eluo Food

Eluo Food is an AI-driven food delivery platform that connects customers, restaurants, home cooks, and delivery drivers. We provide the platform that enables ordering, payment, and delivery but do not prepare food or directly employ drivers (unless expressly stated).

2. Eligibility

  • You must be at least 18 years old to place an order.
  • By creating an account, you confirm that the information you provide is accurate and complete.
  • You are responsible for maintaining the confidentiality of your login credentials.

3. Orders

  • All orders placed through Eluo Food are binding offers between you and the restaurant/home cook.
  • Prices, availability, and delivery times are set by the food provider, not Eluo Food.
  • Once an order is confirmed, cancellation may not be possible. Please check carefully before placing an order.

4. Payments

  • All payments are processed securely by our third-party payment providers (e.g. Stripe).
  • Eluo Food does not store full payment card details.
  • You agree to provide accurate payment information and authorise us to charge your account for any confirmed orders.

5. Delivery

  • Deliveries are fulfilled either by the restaurant/home cook’s own drivers or by independent self-employed drivers.
  • Estimated delivery times are only guidelines, not guarantees.
  • Risk in the food passes to you once it has been delivered to the address you provide.

6. Use of AI

  • Eluo Food uses artificial intelligence to personalise recommendations, optimise delivery, and improve platform performance.
  • AI suggestions are for convenience only and do not override your choice or responsibility for your orders.

7. Allergies & Dietary Information

  • Food providers are responsible for listing allergens and ingredients.
  • While we encourage accurate allergy information, Eluo Food cannot guarantee the absence of allergens.
  • Customers with allergies or dietary needs must check directly with the food provider before ordering.

8. Refunds & Complaints

  • If you are dissatisfied with your order (e.g. incorrect, missing, poor quality), please contact the restaurant/home cook directly.
  • In some cases, Eluo Food may facilitate refunds, but responsibility for food quality rests with the provider.
  • Refund eligibility is assessed on a case-by-case basis.

9. Acceptable Use

You agree not to:

  • Misuse the Platform (fraudulent orders, multiple false complaints, etc.).
  • Harm or harass restaurants, home cooks, or drivers.
  • Interfere with platform security or attempt to access unauthorised areas.

10. Intellectual Property

  • All Eluo Food branding, logos, and software are our intellectual property.
  • You may not copy, reproduce, or distribute any part of our Platform without written consent.

11. Limitation of Liability

  • Eluo Food provides the Platform “as is” and makes no guarantees regarding availability, error-free service, or delivery times.
  • We are not liable for food preparation, quality, or any allergic reactions.
  • To the maximum extent permitted by law, our liability is limited to the value of your most recent order.

12. Data Protection & Privacy

  • We process your personal data in line with our Privacy Policy.
  • By using the Platform, you consent to our collection and use of your data as outlined.

13. Termination

  • We reserve the right to suspend or terminate your account if you breach these Terms.
  • You may delete your account at any time via the Platform.

14. Changes to These Terms

We may update these Terms from time to time. Updates will take effect immediately upon posting on our website/app.

15. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of Scotland.

16. Contact Us

If you have any questions about these Terms, please contact us:

  • 📧 support@eluofood.com
  • 🌐 www.eluofood.com