Hour Grocers Terms and Conditions

Welcome to Hour Grocers. This page tells you the terms (the ‘Terms’) which apply when you order (‘order) any products (the ‘Items’) from our website hourgrocers.co.uk or mobile applications and related services. ‘Site’ or ‘Website’ means Hour Grocers Website (https://www.hourgrocers.co.uk) and Application (on iOS and Android). 

About us

Hourgrocers.co.uk is operated by Hour Grocers Ltd, a company incorporated and registered in England and Wales, whose registered office is at 15a Fleming Way, Folkestone, CT196JX. Our Company registration number is 09791774. You can contact us through email at info@hourgrocers.co.uk, or by using the instant messaging facility on our Application.

1. Definition of Terms

‘You’ and ‘Your’ (in lowercase terms as well) means the person ordering Items from the site, who must be over 16 years of age.

‘Hour Grocers’ (trading through the Site) or ‘We’ or ‘Us’ or ‘Our’ (in lowercase terms as well) means Hour Grocers Limited.

‘Hub’ and ‘Our Address’ means the location at where we are operating from. 

‘Account’ means that it is Your details, shopping history and other relevant data which is created when You register to shop through the Site.

‘Order’ or ‘Orders’ means You intend to purchase items or have purchased Items through our Site

‘Deliver’ or ‘Delivery’ means that We or Us delivering the Items that You order to the address stated in your order, given that the address is within Our delivery catchment area, and ‘Delivery’ and ‘Delivered’ shall be interpreted accordingly.

‘Collect’ or ‘Collection’ or’ ‘Collected’ means that You are collecting the items that You order from the Hour Grocers store address that is stated in Your order details where ‘Collection’, ‘Collecting’ and ‘Collected’ shall be interpreted accordingly. 

2. Use of Site

You are the customer. You agree to purchase Items from our Us subject to these Terms and Conditions and our Privacy Policy which will apply to all transactions on our Site. Please note, it is important that you read through these terms and conditions carefully before using this website. 

By using the Site, you acknowledge that you have read and understood our Privacy Policy and Terms and Conditions. Your legal rights are not affected by these Terms, which apply in addition to them and do not replace them.  By setting up your Hour Grocers account on our Site, you confirm that you accept these Terms and agree to be bound by these Terms. 

Please read these Terms carefully before you order any Items from Site. If you have any questions regarding these Terms, please contact us through email via info@hourgrocers.co.uk before using the Application and making an order. 

2.1 Registration

You must be 16 years of age or older to complete the registration procedure for the use of the service.

By registering on this Site, you agree that the details you have provided on during the registration procedure, or at any time, are correct and complete.

2.2 Password and Security 

When you register to use the Site you will be asked to create a password. It is paramount that you must keep this password confidential and not disclose it with anyone. It is your responsibility to keep your password secure. We reserve the right to modify or withdraw a password at our discretion.  If you become aware of misuse then you must Contact Us immediately. You will be responsible for all activities and orders that occur or are submitted under your password. If you know or suspect that someone else knows your password you should notify us by contacting Customer Services (see below for contact details).

If Hour Grocers has reason to believe that there is likely to be a breach of security or misuse of the website, we may potentially require you to change your password or we may suspend your account in accordance with section 3 below.

Customers using our grocery service accept the necessity to have their debit card details registered with Us prior to ordering, making an order to purchasing any Items through the Site. These details are held in an encrypted form on the Hour Grocers database and will only be used for payment on account and/or payment of Items received by you using our Site.

3. Hour Grocers has the right to: 

Decline a new customer registration or suspend or cancel a customer’s account at any given time and at our sole discretion.

At our absolute discretion to terminate your access to all or part of this service with or without notice.

The contract between you and Hour Grocers is not concluded until the point of you accepting the Items at the time of the delivery. You are entitled to refuse some or all of the items before signing for them at the time of the delivery. You, or someone who is aged 16 or over authorised by you, must be available at the time of delivery to inspect the items. You must be 18 Years of age and must show a valid form of identification if asked at the time of delivery for items that are age-restricted. (see paragraph delivery)

Risk of loss and damage of products passes to you on the time of the Items being delivered to you or are left with a person or place authorised by you. Hour Grocers is not be responsible for any loss or damage caused to the items after the contract has been concluded.

4. Pricing and Payment

We accept the following payment methods: Visa, Mastercard, American Express, Maestro, Visa Debit, Apple Pay and debit cards. We do not accept any vouchers or e-coupons from any corporation apart from those which are listed through Our Site or through Hour Grocers brand ambassadors. 

The prices that are shown on the Site at the duration of ordering Items are guide prices only. The actual prices of items you are buying cannot be determined until the time of delivery. You accept that prices of items may increase or decrease during the time of ordering and day of delivery. 

The weight of some items may differ marginally from that which you ordered, and the price may change to reflect actual weight – if it weighs less you will pay a less and if it weighs more you will pay more but this is vastly dependent on the different in the small margin. Prices in ‘My Trolley’ under our Site are estimates only.

All prices are stated inclusive of any VAT payable unless otherwise stated. 

You will only be charged for your order once you verify your payment details after checkout. By placing an order you consent to validation checks (name, address and other personal information supplied by you) being made during the order process against appropriate third party databases to ensure that your payment card details are not being used without your consent. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. These tests are done only to confirm your identity, a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with all applicable Data Protection legislation.  

Payment will be taken at the time of ordering to cover the cost of all items ordered and any alternative substituted items at the in-store selling price prevailing that day, as well as the delivery or collection charge. 

If, at the time of ordering, we are unable to process your card payment our Customer Services Team will contact you to request new details.  Once these are authorised your delivery will be made. 

5. Minimum Order Value 

There is a minimum order value of £10 and 5 items. This will be displayed on our Site. All Items are subject to availability.  If the value of the Items in your basket when you confirm your order is less than the Minimum Basket Value then the Site will automatically refuse to progress your order any further from the ‘My Trolley’ screen.

6. Orders 

When you place an order through our Site, it needs to be accepted by Us before it is confirmed. Your order is an offer to buy from Us. We will send you a notification on our Site or an email if your order has been accepted (the ‘Confirmation Notice’). The contract for the supply of any Item you have ordered is only formed when we have despatched your order. At any point up until then, we may decline to supply the items to you.

Items are supplied solely for your own use as a consumer. We reserve the right to refuse orders including those that we may consider are for commercial or non-domestic purposes, or subject to onward delivery by a third party and it is subject to our discretion. Where such products are used for non-domestic purposes we exclude those warranties and conditions in relation to fitness for a particular purpose.

Any orders involving alcohol may only be made during normal licensing hours. It means that orders containing alcohol cannot be delivered before 8am and after 10pm (Monday – Sunday)

Food items are supplied at the temperature appropriate to that food.

You are responsible for paying for all Items ordered using your account, and for related delivery charges, and for complying with these Terms, even if you have ordered the Item for someone else. Please contact us using the contact details above prior to ordering if you have an allergy. Hour Grocers cannot guarantee that any of the Items sold are free of allergens.

7. Delivery

Once we have confirmed the order and it has been dispatched from our Hub, the delivery of your order will be sent to the address specified by you when you place the order. If the driver has been dispatched, you will be charged for delivery.

We will deliver your order to the main entrance of the delivery address. It is the Drivers discretion to carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if: a) the driver has your permission and b) our driver believes that it is safe and practical to do as you request. Please note, We always reserve the right to deliver only to the main entrance of the delivery address.

Delivery times will be agreed with you at the time of placing your order.

All Items must be signed for on delivery by an adult aged 16 years or over. 

Hour Grocers follows a “Think 25” strict policy when delivering age-restricted items. Therefore, if the person receiving the ordered Items looks under 25, proof of age will be requested. However, if there is not sufficient proof available the Items will be retained by the driver. A charge will be incurred.

Please note, If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and you will need to contact our Customer Service Team to re-arrange delivery. You will still be charged the delivery fee of the original delivery.

In these circumstances, if we have to return to deliver the items, a further charge may become payable provided that delivery is attempted at the agreed time.

Whilst we make upmost effort to deliver all your items within the delivery agreed time. Unfortunately, despite our best efforts, things do not always go to plan and factors such as traffic and weather conditions may prevent us from delivering your Item on time.

If your order is more than 25 minutes late, and we haven’t notified you giving you the option to cancel your order, we will work with you to make things right unless you have caused the delay. An example of this could be because you gave us the wrong address, you did not come to the door or there is no valid identification for Age Restricted Products. We are not liable if we fail to do so in part or in full due to circumstances beyond our control.

Where necessary pre-packed raw meats, fresh fruit and veg will still be placed into a small bag before being placed in the green tray. You will not be charged for these bags.

8. Click and Collect

If you have chosen to collect your order from our Hub, the Hub for collection and time slot will be agreed with you at the time of placing your order. 

Please note that you are unable to collect your order prior to the agreed time slot. If you are arriving later than the time slot, you may still be able to collect your order – you must speak with a member of our staff at the click and collect point who will be able to assist you. 

Please remember that you must bring your order number, the card you used for payment and an appropriate form of ID.

9. Refunds

If you are not happy with some of the products you have ordered, we may issue you a refund. This may be down to damaged items, deteriorated items or unwanted items. Refunds for perishable items such as fruit and vegetables, meat, poultry, and seafood as well as dairy produce should be requested within 24 Hours of receiving your order. All other refunds should be requested within 48 Hours of receiving your order. Please contact Customer Services to claim your refund.

Please note, non-perishable goods should be returned as original and unopened. 

10. Cancellations 

If you would like to cancel your order, you contact us immediately. You must either call up the number on our Site, contact us through Livechat on our Site. Emailing us your cancellation request will not be seen. Please note, you must do this within the first 5 minutes if: 1) you are ordering using the one hour delivery service and one hour click & collect service or 2) within the first 10 minutes if you are ordering using the two hour or same day delivery and click & collect service.

If we can confirm the order was not yet accepted, we will refund your payment (excluding any discount, Voucher that was applied to the order). If, however, you decide to cancel the order after it becomes an accepted order, you will be charged for the full price of Items in your order and if it has been dispatched from our Hub, you will also be charged for delivery. 

11. Coupons and Vouchers

eCoupons can only be used through the Site subject to general terms and conditions, and any other specific conditions stated to you on the issue of an eCoupon. 

You can only redeem an eCoupon by entering its code at the correct point in the online purchase process on our Site. 

Your use of an eCoupon indicates that you agree to be bound by these eCoupon Terms and Conditions.

eCoupons are, and remain at all times, the property of Hour Grocers Ltd. 

The Right to use an eCoupon can only be attained by the original recipient and is not transferrable at any moment in time. No eCoupon may be copied, reproduced, distributed or published in any form or by any means for use by an other entity other than the original recipient without prior written permission of HourGrocers. 

Any unapproved eCoupons distributed or circulated are not valid for use and may be refused or cancelled. 

Certain items or services are excluded from all eCoupon offers. These items will include tobacco, prescription medicines, infant formula milk and Hour Variety Store, Hour Fresh. Throughout duration of service, other items or services may be excluded and will be notified to you through the site.

Other Terms – Law

These Terms shall be governed by and construed in accordance with the laws of England and Wales and any disputes will be decided only by the English courts.

If any of these Terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Terms which will continue to be valid and enforceable to the fullest extent permitted by law.

Intellectual property

The content of the Site is protected by copyright, trade marks, database and other intellectual property rights. You are able to print off one copy, and may display or download extracts, of any page from our Site for your personal use.

You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the Site without written permission from Hour Grocers 

if you print off, copy or download any part of our Site in breach of these Terms and Conditions, your right to use our Site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

No licence is granted to you in these Terms to use any trade mark of HourGrocers.co.uk or its affiliated companies including, without limitation, the trade marks HourGrocers, HourGrocers.co.uk and Hour Grocers UK.

Our Liability

We have taken every care in the preparation of our Site and our Service. However, we will not be responsible for any errors or omissions in relation to such content or for any technical problems you may experience with our Site or our Service. If we are informed of any inaccuracies on our Site or in our Service we will attempt to correct this as soon as we reasonably can. To the extent permitted by law, we exclude all liability (whether arising in contract, in negligence or otherwise) for loss or damage which you or any third party may incur in connection with our Site, our Service, and any website linked to our Site and any materials posted on it. This does not affect our liability for death or personal injury arising from our negligence, or our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, or any other liability which cannot be excluded or limited under applicable law.