Terms of Service

1. About Halzio

Halzio Ltd (“Halzio”, “we”, “us”, “our”) is a technology company that operates an online grocery ordering and home delivery marketplace. We connect customers with grocery chains and supermarket partners, enabling customers to browse products, place orders, and have groceries delivered directly to their door.

Halzio acts as a technology intermediary. We are not a grocery retailer or food business. The contract for the sale of goods is formed between you and the relevant grocery partner.

2. Scope and Acceptance

These Terms apply to all customers who browse, order, and receive groceries via the Halzio platform. Separate partner agreements govern the relationship between Halzio and grocery partners.

By using the Halzio platform, you confirm that you are at least 18 years of age, or are using the platform under the supervision of a parent or legal guardian who accepts these Terms on your behalf.

These Terms are governed by Scots law, without prejudice to any mandatory consumer protections applicable in your jurisdiction.

3. Account Registration

3.1 Creating an Account

To place an order on Halzio, you must register for an account. You agree to:

• Provide accurate, current, and complete information during registration
• Keep your login credentials confidential and not share them with any third party
• Notify us immediately at support@halzio.com or on 01506538550 if you suspect unauthorised use of your account
• Ensure your account details, including delivery addresses and payment methods, remain up to date

3.2 Account Responsibility

You are responsible for all activity that occurs under your account. Halzio will not be liable for any loss or damage arising from your failure to maintain the security of your account credentials.

3.3 Account Suspension and Termination

We reserve the right to suspend or terminate your account at any time if we reasonably believe you have breached these Terms, engaged in fraudulent activity, abused our refunds process, or posed a risk to our grocery partners, delivery personnel, or other users.

4. Ordering

4.1 Placing an Order

When you place an order through Halzio, you are making an offer to purchase grocery products from the relevant grocery partner. A contract for the sale of those goods is formed between you and the grocery partner — not Halzio — at the point the grocery partner confirms and begins processing your order.

4.2 Product Information

Product descriptions, images, weights, nutritional information, and allergen data are provided by our grocery partners. Halzio does not independently verify this information. Product packaging in-store may differ from images shown on the platform. Always check product labels upon receipt, particularly if you have dietary requirements or allergies.

4.3 Product Availability and Substitutions

Product availability is subject to real-time stock levels. If an item is unavailable, the grocery partner may:

• Substitute the item with a comparable product of equal or greater value at no extra charge
• Remove the item from your order and issue a pro-rata refund

You will be notified of substitutions via the app or email before dispatch. You may accept or reject substitutions. If you reject a substitution after delivery, please contact us within 24 hours.

4.4 Order Accuracy

You are responsible for ensuring that your selected items, quantities, delivery address, and dietary preferences are accurate before submitting your order.

4.5 Minimum Order Values

Some grocery partners set minimum basket values before delivery is available. These thresholds are clearly displayed before checkout. Halzio is not responsible for minimum order requirements set by individual grocery partners.

4.6 Age-Restricted Products

Where your order includes alcohol, certain medications, or any other age-restricted products, you confirm that you and any person receiving delivery on your behalf are aged 18 or over. Our delivery personnel operate a Challenge 25 policy and may refuse to hand over age-restricted items without valid photographic ID. No refund will be issued where delivery is refused due to failure to provide acceptable ID.

5. Pricing and Payment

5.1 Prices

All prices are inclusive of VAT where applicable and are set by grocery partners. Prices may differ from those available in-store or on the grocery partner's own channels. Halzio is not responsible for such discrepancies.

5.2 Service Fees and Delivery Charges

Halzio charges a service fee and/or delivery fee per order, displayed clearly at checkout. Fees may vary based on delivery distance, time slot, basket size, or demand, and are subject to change with reasonable notice.

5.3 Payment Processing

Payments are processed securely by our third-party payment provider. By submitting payment details, you authorise Halzio to charge the total order amount, including all applicable fees, to your selected payment method. Halzio does not store your full card details.

5.4 Promotions and Discount Codes

Promotional offers and discount codes are non-transferable, have no cash value, and cannot be combined unless expressly stated. Halzio reserves the right to withdraw any promotion at any time without notice.

5.5 Failed Payments

If your payment fails, your order will not be placed. Halzio reserves the right to suspend accounts where unjustified chargebacks or payment reversals are initiated, pending investigation.

6. Delivery

6.1 Delivery Slots

You will select a preferred delivery date and time slot during checkout. Slots are subject to availability and allocated on a first-come, first-served basis. Halzio and our grocery partners will endeavour to fulfil your order within the selected slot but cannot guarantee this in all circumstances.

6.2 Delivery Times

Estimated delivery times are indicative only. Factors outside our reasonable control — including traffic, weather, and high order volumes — may cause delays. Halzio will not be liable for losses arising from such delays.

6.3 Delivery Address

You are responsible for providing a complete and accurate delivery address, including access instructions. If delivery cannot be completed due to an inaccurate address, inaccessible property, or no one available to receive age-restricted items, you may not be entitled to a full refund.

6.4 Unattended Deliveries

For orders not containing age-restricted products, you may specify a safe place for delivery. By doing so, you accept responsibility for the order once it has been left in the designated location. Halzio and the grocery partner are not liable for loss or deterioration of perishable goods left unattended at your instruction.

6.5 Delivery by Grocery Partners

Some grocery partners fulfil deliveries using their own personnel. In such cases, the grocery partner bears primary responsibility for delivery performance and timescales.

7. Cancellations and Refunds

7.1 Cancellation by You

You may cancel your order free of charge within 5 minutes of placing it, before the grocery partner has begun picking your order. Once picking has commenced, cancellation may not be possible or may incur a reasonable cancellation fee.

7.2 Cancellation by Halzio or the Grocery Partner

We or a grocery partner may cancel your order in exceptional circumstances including store closure, fulfilment issues, technical errors, or suspected fraud. In such cases, you will receive a full refund within 3 to 5 business days.

7.3 Missing, Damaged, or Incorrect Items

If your order arrives with missing, damaged, or incorrect items, please report the issue via the Halzio app or at support@halzio.com within 48 hours of delivery. We may request photographic evidence. Refunds or credits may be issued as:

• A full or partial refund to your original payment method
• Halzio account credit for use on a future order
• A replacement delivery where operationally feasible

7.4 Perishable Goods

Halzio is not responsible for the deterioration of perishable goods after a successful delivery has been made, or where goods have been left unattended at your instruction.

7.5 Your Statutory Rights

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable UK consumer protection legislation.

8. Acceptable Use

You agree not to use the Halzio platform to:

• Place fraudulent, speculative, or dishonest orders
• Abuse the refund or substitution process
• Harass, threaten, or abuse grocery partner staff, delivery personnel, or Halzio employees
• Attempt to gain unauthorised access to our systems or another user's account
• Use automated tools such as bots, scrapers, or crawlers to extract data from the platform
• Reproduce, distribute, or commercially exploit any platform content without our written consent
• Engage in any activity that violates applicable law or regulation

Breach of these obligations may result in account suspension or termination, recovery of losses, and referral to Police Scotland or Trading Standards.

9. Intellectual Property

All intellectual property rights in the Halzio platform — including the name, logo, brand, design, software, and content — are owned by or licensed to Halzio Ltd. Nothing in these Terms transfers any intellectual property rights to you.

You are granted a limited, personal, non-exclusive, non-transferable, revocable licence to access and use the platform for personal, non-commercial purposes only.

If you submit reviews, ratings, photographs, or other content to the platform, you grant Halzio a worldwide, royalty-free, perpetual licence to use, reproduce, and display that content in connection with the operation and promotion of our services.

10. Allergens, Dietary, and Product Information

Allergen, nutritional, and dietary information displayed on the Halzio platform is provided by our grocery partners and is for general guidance only. This information may not reflect recent product reformulations, cross-contamination risks, or preparation methods.

Halzio does not independently verify allergen or nutritional data. If you have a food allergy, intolerance, or specific dietary requirement, you must check product packaging upon receipt and contact the grocery partner directly where necessary.

Halzio accepts no liability for allergic reactions or dietary issues arising from inaccurate product information supplied by grocery partners.

11. Limitation of Liability

11.1 Halzio's Role as Intermediary

Halzio is a technology marketplace and is not a grocery retailer. The contract for the sale of goods is between you and the grocery partner. The primary responsibility for product quality, accuracy, freshness, and safety lies with the grocery partner.

11.2 Exclusions

To the fullest extent permitted by law, Halzio excludes liability for:

• Loss of profits, revenue, business, or data
• Indirect, special, or consequential losses
• Product quality, freshness, taste, or condition upon delivery
• Allergic reactions or dietary harm arising from inaccurate grocery partner information
• Delays or failures caused by events outside our reasonable control

11.3 Cap on Liability

Where liability cannot be excluded, Halzio's total aggregate liability to you in connection with any single order shall not exceed the total amount paid by you for that order, including all fees.

11.4 Mandatory Protections

Nothing in these Terms limits Halzio's liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under applicable law.

12. Indemnity

You agree to indemnify and hold harmless Halzio Ltd, its directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising from your breach of these Terms, your use or misuse of the platform, or your violation of any applicable law or the rights of a third party.

13. Changes to the Platform and Terms

We may update, modify, or discontinue any aspect of the Halzio platform at any time with reasonable notice. We will not be liable for any modification, suspension, or discontinuation of the service where reasonable notice has been provided.

Where changes to these Terms are material, we will provide at least 14 days' notice via email or in-app notification. Your continued use of the platform after the effective date constitutes acceptance of the revised Terms.

14. Governing Law and Disputes

These Terms are governed by and construed in accordance with the laws of Scotland. Any disputes shall be subject to the non-exclusive jurisdiction of the Scottish courts, without prejudice to your right as a consumer to bring proceedings in the courts of your home jurisdiction.

Before initiating formal proceedings, please contact us at support@halzio.com or call 01506538550 to allow us to resolve your complaint informally. We aim to respond to all complaints within 10 business days.

You may also seek redress through Consumer Scotland, Citizens Advice Scotland, or the UK online dispute resolution platform at www.gov.uk/online-dispute-resolution.

15. General

15.1 Entire Agreement

These Terms, together with our Privacy Policy and any other policies published on the platform, constitute the entire agreement between you and Halzio relating to your use of the platform.

15.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, that provision shall be limited or severed to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

15.3 Waiver

Failure by Halzio to enforce any provision of these Terms shall not constitute a waiver of our right to enforce that provision in the future.

15.4 Assignment

You may not assign your rights or obligations under these Terms without our prior written consent. Halzio may assign its rights and obligations without restriction.

15.5 Third Party Rights

These Terms do not confer any rights on third parties under the Contracts (Rights of Third Parties) Act 1999 or equivalent Scots law provisions.

15.6 Force Majeure

Halzio shall not be in breach of these Terms, nor liable for any failure or delay in performance, where such failure or delay results from circumstances beyond our reasonable control, including acts of God, severe weather, pandemic, civil unrest, or infrastructure failure.

16. Contact Us

For any questions, complaints, or concerns relating to these Terms or your use of the Halzio platform, please contact us: