Terms for customers

These terms apply when you order through a shop’s NovaServe page. NovaServe (a trading name of Embermont Ltd) provides the ordering website; the shop sells you the food or goods, and is responsible for them.

Your order

• Your order is a request to the shop. It’s only accepted when the shop accepts it; if the shop doesn’t answer in time, it’s cancelled automatically.
• Prices, items, allergen information, opening hours, delivery areas and times are set by the shop. Times are estimates.
• If you have an allergy, check with the shop before ordering. Allergen information comes from the shop.

Paying

• You pay the shop: in cash or by card machine on delivery or collection, or by card online if the shop offers it.
• Card payments through NovaServe are held when you order and only taken when the shop accepts; if it doesn’t, the hold is released. Some shops take payment at once through their own provider and refund you if they can’t take the order.
• Offers and loyalty rewards follow the conditions shown with them.

Problems with an order

Contact the shop first — its phone number is on your order page. The shop is responsible for the food or goods and any refund. If you need help with NovaServe itself, use our contact form.

Your account

Accounts are optional. Keep access to your email secure, as sign-in codes are sent there. You can ask for your account to be deleted at any time.

The legal bit

These terms don’t affect your legal rights as a consumer. They’re governed by the law of England and Wales.