Customer App Terms of Use

These terms apply when you use the KwikFastHurry Customer app to browse stores, place orders and receive deliveries. They add to the Platform Terms of Service, which continues to apply in full. Where these terms conflict with the Platform Terms, these terms control for Customers.

#1. Who you are contracting with

Two contracts are formed when you place an order:

1. You and the Vendor — a contract of sale for the goods. The Vendor is the seller, not KwikFastHurry.
2. You and KwikFastHurry, Inc. — a contract for the technology platform and, where applicable, for arranging delivery on your behalf.

KwikFastHurry does not prepare food, own inventory, or employ Riders. Where we arrange delivery, we act as your agent for the limited purpose of procuring an independent Rider.

#2. Your account

• One account per person. You must be 18 or over.
• Keep your contact details and delivery addresses current — deliveries fail when they are not.
• You are responsible for orders placed from your account, including by anyone you allow to use your device.
• Enable a device passcode and, where offered, two-factor authentication.

#3. Placing an order

When you tap to confirm, you make an offer to buy from the Vendor. The contract forms when the Vendor accepts. Before you confirm, the app shows you the full itemised total: goods, delivery fee, service fee, any surcharge, taxes, and your chosen tip.

You can add notes for the Vendor and for the Rider. Vendors will accommodate reasonable requests where they can, but substitutions and preparation preferences are not guaranteed.

Group orders, where supported, allow several people to add items to one basket. The person who confirms and pays is the Customer of record and is responsible for the whole order.

#4. Prices

Prices are set by the Vendor and may be higher than the prices in that Vendor's physical location. Vendors set their own menu prices on the Platform and we do not require them to match in-store pricing.

Fees vary with distance, demand, basket size and time of day. Fees are always shown before you confirm and never added afterwards.

#5. Payment

• Payment is taken when the order is confirmed, or authorised then captured on completion, depending on your payment method.
• If a payment fails, the order is cancelled.
• If your final total changes because an item was unavailable, we adjust the charge and tell you.
• Where a Vendor supports cash on delivery, please have close to the correct amount. Riders are not obliged to carry change.
• You may keep a KwikFastHurry balance of credits and refunds. Balances have no cash value, are not transferable, and are forfeited if you delete your account.

#6. Tips

Tips are voluntary and go to your Rider. You can tip at checkout or after delivery, and you can adjust a pre-delivery tip within the window shown in the app. We do not take a cut of tips.

#7. Delivery

The Delivery & Fulfilment Policy governs delivery windows, handover options, waiting time, failed deliveries and age-restricted goods.

Please note in particular:

• delivery times are estimates, not guarantees;
• if you choose "leave at my door", risk passes to you once the order is left as instructed;
• Riders wait a reasonable period — normally up to 8 minutes — for a required handover;
• age-restricted items always require in-person handover with valid photo identification.

#8. Allergens, dietary needs and product information

Allergen and ingredient information comes from the Vendor. KwikFastHurry does not verify it. If you have a serious allergy, contact the Vendor directly before ordering and do not rely solely on the app.

Vendor kitchens handle many ingredients. Cross-contamination is possible and no item can be guaranteed free of a given allergen. Photographs on listings are illustrative.

#9. Cancellations and refunds

See the Refund & Cancellation Policy. In short: cancel before the Vendor accepts for a full refund; once preparation starts, refunds are limited; report a problem with a delivered order within 48 hours through Orders → Help.

#10. Reviews and ratings

You may rate and review a Vendor or a Rider after an order. Reviews must be your genuine experience of that order.

Do not post reviews that are false, defamatory, abusive, discriminatory, or that contain another person's personal information. Do not accept payment or benefits for a review. We may remove reviews that breach the Acceptable Use Policy, and we may remove your ability to post reviews if you do so repeatedly.

#11. How to treat Riders and Vendor staff

The people delivering your order are doing physical work, often in traffic and bad weather.

• Provide accurate access details and be reachable.
• Do not ask a Rider to break the law, enter your home, or run an extra errand.
• Secure pets before handover.
• Harassment, discrimination or threats will get your account permanently closed.

#12. Referrals and promotions

Referral rewards are for introducing genuine new customers. Creating accounts to refer yourself, sharing codes on coupon aggregator sites where prohibited, or otherwise gaming a promotion will result in the reward being withdrawn and may result in account closure.

Promotional credits are personal, non-transferable, have no cash value, and expire on the date shown.

#13. Membership subscriptions

If you take a KwikFastHurry membership, it renews automatically until cancelled, cancellation takes effect at the end of the paid period, and part-periods are not refunded except where the law requires. Subscriptions purchased through the App Store or Google Play must be cancelled in that store. Full detail is in Section 5 of the Refund & Cancellation Policy.

#14. Communications

By creating an account you agree to receive service messages — order status, receipts, security alerts and policy changes. These are part of the service and cannot be switched off while your account is open.

Marketing messages are optional. Opt out in Profile → Notifications, by using the unsubscribe link, or by replying STOP to a marketing text. Message and data rates may apply.

#15. Your privacy

The Customer Privacy Notice explains what we collect from you and why, and the Privacy Policy covers the Platform as a whole.

#16. Ending your use

Close your account at any time — see Account & Data Deletion. We may suspend or close your account under Section 12 of the Platform Terms of Service.

#17. Questions

support@kwikfasthurry.com for orders and accounts. legal@kwikfasthurry.com for anything about these terms.