Terms of Service

1. What marchmello is

marchmello is a marketplace connecting customers with independent shops and restaurants(“Shops”) in the UK. Customers browse Shops, place orders, pay, and earn loyalty points. Shops list products and fulfil orders.

We are an intermediary and payment facilitator — we are not the seller or producer of any food or goods. The contract for each order is between the customer and the Shop. Shops are solely responsible for their food, its safety, hygiene, allergen information, description, and fulfilment.

2. Eligibility & accounts

• You must be 18 or over to use the Service (it involves card payments).
• You must provide accurate information and keep your login secure. You're responsible for activity under your account.
• Authentication is provided by Clerk; payments and payouts by Stripe. Your use of those is also subject to their terms.
• We may suspend or close accounts that breach these Terms, are fraudulent, or create risk to other users or us.

3. Orders, prices & payment

• Prices are set by Shops and shown in the app. A service fee may be added at checkout (waived for eligible subscribers).
• Payment is taken at checkout via Stripe. Placing an order authorises us to charge your chosen payment method the total shown.
• An order is a request to the Shop; the Shop may accept or reject it. If a Shop rejects your order, you are refunded in full automatically.
• We are merchant of record for the payment and split each payment between the Shop and our platform commission.

4. Cancellations & refunds

• Shop rejects an order: you receive a full refund to your original payment method (refunds can take 5–10 days to appear).
• You cancel:if the Shop hasn't accepted yet, you're refunded in full; once the Shop has accepted and may be preparing your order, a partial refund applies. Once an order is served or completed it can't be cancelled.
• Refunds are returned to the original payment method only.

Full details, including the refund due at each stage, are in our Refund & Cancellation Policy.

5. Loyalty points & vouchers

• You earn points on spending at a Shop (roughly £1 = 1 point), credited when the order is served. Points are a promotional loyalty benefit, have no cash value, cannot be exchanged for cash, and are not transferable except as the app allows.
• Points are held per Shop. You may convert points between Shops; conversions incur a conversion charge (a percentage of the points converted, shown in the app before you confirm), waived for eligible subscribers.
• Shops set their own point-based discounts and vouchers. Vouchers have an expiry set by the Shop and can only be used as described.
• We may adjust, expire, or remove points and vouchers obtained through error, fraud, or abuse, and may change the points and loyalty rules with notice.

6. marchmello+ subscriptions

marchmello+ is an optional paid membership. It is not required to use the Service. An active membership removes the service fee from your orders, removes the points-conversion fee, and unlocks member-only deals offered by Shops. Two tiers are available, with identical benefits:

• Subscriptions auto-renew for the same period at the same price until cancelled. There is no free trial.
• On iOS, subscriptions are sold as Apple In-App Purchases. Payment is charged to your Apple ID account at confirmation of purchase, and the account is charged for renewal within 24 hours before the end of the current period. Auto-renewal can be turned off at any time in your Apple ID account settings, at least 24 hours before the end of the current period.
• Elsewhere, subscriptions are billed via Stripe and can be cancelled from your profile in the app.
• The Student plan requires verification of a valid .ac.uk email. Student status must be re-verified periodically; if it lapses, student benefits end and your points and order history are kept.
• You can cancel any time; your benefits continue until the end of the paid period, after which the plan does not renew. We do not provide pro-rata refunds for partial periods unless required by law. Refunds for Apple purchases are handled by Apple.
• We may change plan prices or benefits with reasonable notice; changes apply from your next renewal.

7. Shop owner terms

If you register a Shop, in addition to the above:

• You must provide accurate business and verification details (e.g. business type, company or registration numbers, food business registration, food hygiene, insurance). We may verify these (including via Companies House and the FSA) and reject or remove Shops that fail verification.
• You are solely responsible for legal compliance for your food business — food safety, hygiene, allergens, labelling, licensing, and consumer law.
• Payouts are handled by Stripe Connect (Express). You must complete Stripe onboarding to receive funds. We deduct a platform commission from each order; the remainder is transferred to your connected account.
• If you reject an order after payment, the customer is refunded from our platform balance and the service fee for that order is charged to you (deducted from your payouts). Repeatedly rejecting orders may lead to removal.
• You grant us a licence to display your Shop name, logo, product information and images within the Service.

8. Acceptable use

You agree not to: break the law; upload false, infringing, or harmful content; attempt to defraud the points or payment system; interfere with or probe the Service's security; scrape or misuse data; or use the Service to harass others.

9. Reviews and content you post

After a Shop serves your order you can leave a review — a star rating, a food rating, a happiness rating and an optional written comment. This section covers reviews and anything else you submit, such as your profile photo and the notes you send to a Shop with an order (“Your Content”).

• Reviews are public.Your rating, your comment and the name on your profile are shown on that Shop's page to anyone browsing the app. Please don't put anything in a review that you wouldn't want shown publicly.
• Reviews are tied to an order you actually placed. They must be honest and reflect your own experience, and must not contain false statements, abuse, discriminatory or unlawful content, someone else's personal information, or advertising.
• You keep ownership of Your Content. You grant us a worldwide, non-exclusive, royalty-free licence to host, store, display, reproduce and distribute it within the Service and to promote the Service, for as long as you choose to keep it posted.
• You confirm you have the right to grant that licence and that Your Content does not infringe anyone else's rights.
• We may remove or decline to publish any content that breaches these Terms or the law, and may suspend accounts that repeatedly do so. We do not review content before it appears and we are not obliged to monitor it.
• If you believe a review or other content breaches these Terms — including a Shop owner who believes a review of their Shop does — contact us at contact@marchmello.co.uk and we'll look into it.
• To remove Your Content, email us at the address above, or delete your account (Profile → Delete account).

10. Intellectual property

The Service, including its software, branding and design, is owned by MARCHMELLO LTD and protected by law. You may not copy, modify, or reverse-engineer it except as permitted by law. Shops retain rights in the content they upload but licence it to us to operate the Service.

11. Disclaimers & liability

• The Service is provided “as is”. We do not guarantee it will be uninterrupted or error-free.
• We are not responsible for the food or goods provided by Shops, their quality, safety or accuracy — that is the Shop's responsibility.
• Nothing in these Terms limits liability that cannot be limited by law (including for death or personal injury caused by negligence, or fraud). To the extent permitted by law, we are not liable for indirect or consequential loss, and our total liability to you for any claim is limited to the amount you paid us in the 12 months before the claim.
• Your statutory rights as a consumer are not affected.

12. Termination

You may stop using the Service and delete your account at any time (Profile → Delete account). We may suspend or terminate access for breach of these Terms or where required by law. Some data may be retained as described in the Privacy Policy.

13. Changes

We may update these Terms. We'll update the date above and, for significant changes, notify you in the app or by email. Continued use after changes means you accept them.

14. Governing law

These Terms are governed by the laws of England and Wales, and disputes are subject to the courts of England and Wales.

15. Contact

contact@marchmello.co.uk
MARCHMELLO LTD (Company No. 17317814), 66 Paul Street, London, England, EC2A 4NA, United Kingdom.