Terms And Conditions

Terms And Conditions

By placing an order on this website, you are agreeing to the following terms and conditions:

 

o    ORDERS AND CANCELLATIONS

Order Acceptance Policy

All orders and subscription requests received are subject to acceptance by Papa Lino’s and Papa Lino’s, and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.

 

Timing of your order

As a part of the checkout process you will be able to select the delivery date for your delivery, whether that delivery is part of a subscription or a one-off order. You will also be able to select the frequency of recurrence (in the case of a subscription).

 

Changes to your order

If you wish to change your order, please do so via the “My Account” area of the Papa Lino’s website or by contacting us at info@papalinos.co.uk; for one-off orders please contact us at info@papalinos.co.uk. We’ll always do our best to make last-minute changes for you, but we can only guarantee changes that are requested 48 hours the day before the intended delivery date.

 

Our prices

 

We reserve the right, at our absolute discretion, to raise our prices at any time for reasons including, but not limited to, price increases from our suppliers and partners.

 

o    PAYMENTS

We accept American Express, Visa and MasterCard credit and debit cards.  In order to offer the best security, all our payments are processed securely by Stripe.

For one off orders your credit or debit card will be billed upfront on checkout. For all gift bundles, your credit or debit card will be billed upfront on checkout for the entire cost of the order.

If you create an account and enter your payment details, your card will be stored securely by Stripe so that you can check out on future visits without re-entering your card details. We never store or have access to your credit or debit card details.

o    PRICES

All prices are stated inclusive of any applicable VAT, unless otherwise stated.  All applicable delivery charges are set out explicitly in your order.

o    DELIVERY POLICY

Papa Lino’s delivers to any address within the United Kingdom, but do not deliver to PO boxes and BFPO.

We deliver by Royal Mail/Hermes other courier companies. We will determine how to deliver your order, and any applicable delivery charges will be clearly communicated before you check out. We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.

We will make every effort to communicate your delivery instructions to your delivery provider, however we cannot guarantee that delivery instructions will be followed. Timed deliveries are not available.

Although our team will always try our best to ensure punctual delivery for our customers, Papa Lino’s cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the courier and delivery services that we use or anything else outside of Papa Lino’s control.

In the event of a non-delivery (your items not having arrived on their intended delivery date), please contact us at info@papalinos.co.uk. It is the customer’s responsibility to contact us within 7 days of the scheduled delivery date in order to claim a refund. Failure to do so will result in the lapse of any rights to a refund.

If you change address, you must update your address details on the “My Account” section of the papalinos.co.uk website to ensure that no deliveries are sent out to the wrong address. Please ensure this is done before your next order is placed. We are unable to provide refunds for any deliveries sent to the wrong location where we have not received advance notice in accordance with this paragraph.

We reserve the right, at our absolute discretion, to cancel your order if it becomes apparent to us that the postal or courier service in your area is too unreliable. We value our customers and our ability to deliver, so where we can’t, we won’t risk disappointing you.

o    RETURNS AND REFUNDS

Freshness

Our ingredients, sauces and garnishes are specially packaged to ensure they remain fresh. If the food we deliver to you does not seem fresh, please contact our Customer Support team at info@papalinos.co.uk to let us know. If, at our sole discretion, the food does not meet our high freshness standards, we will process a free replacement at our next available delivery date, and if the replacement does not meet our standards again; only then will a refund be issued. Please note that you will need to email us a photo of the un-fresh food within 48 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Damage

While our meals are packed carefully to ensure they arrive in perfect condition, on occasion (and for reasons beyond our control) damage may happen in transit. Should this occur to a level that you deem unacceptable, please contact our Customer Support team at info@papalinos.co.uk so that we can arrange a free replacement at our next available delivery date. Please note that you will need to email us a photo of the damaged products within 24 hours of receipt in order to be eligible for a replacement. If the replacement does not meet our standards again; only then will a refund be issued. Please note that you will need to email us a photo of the damaged products within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Non-Delivery

While we do everything we can to make sure our meals are delivered, sometimes mistakes do happen and deliveries don’t arrive. If we fail to deliver your order (i.e. if your items have not arrived on their intended delivery date) we will send you a free replacement on our next available delivery date, or a refund. If we offer you a refund, we will refund you the full amount paid within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount on your card.

Returns

Due to the perishable nature of our recipe boxes, we are unable to accept returns. We offer our customers 1. Replacement delivery if our meals are not delivered to an acceptable quality, as detailed above; if the replacement is also not delivered to an acceptable quality, as detailed above, then; 2. Refund.

Product availability and substitution

Our fresh ingredients are subject to availability. In the event of any supply difficulties, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.

o    OFFERS AND PROMOTION CODES

At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.

In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.

As our special offers are contingent on availability, we may change the terms of special offers and promotional codes, or withdraw them altogether, at any time, and without prior notice.

We also reserve the right, at our absolute discretion, to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Unless explicitly otherwise stated, free or discounted introductory offers are only available to new users of the Papa Lino’s service, and are only available once to any one household.

Except where otherwise stated, discounts and credits are available only once to any one person. Discounts and credits cannot be used in conjunction with any other offers.

Discounts and voucher codes cannot be redeemed against delivery charges; percentage discount vouchers are applied only to the cost of meals unless otherwise stated.

Credit expires 12 months from the date that it is added to an account. We reserve the right, at our absolute discretion, to expire or revoke credit, or to temporarily remove the ability to redeem credit on our site. 

o    GIFT CARDS

All our usual terms and conditions apply to Gift Cards. The following terms and conditions will also apply to the purchase and redemption of Gift Cards on the Papa Lino’s website:

Gift Cards ordered through our website will be delivered either by electronic means to the email address you specify or by physical means by way of a physical Gift Card being delivered to your chosen recipient on the date of your choosing.

Unless otherwise stated site offers and promotions (including credit) do not apply when purchasing Gift Cards. Our Gift Cards must be redeemed on our Website, as full or part payment for products from our Website.

Gift Cards cannot be exchanged for cash. All Gift Cards are dated and expire 12 months from the date of issue.  No refunds will be processed in respect of the purchase of Gift Cards.

 

The first redemption of a Gift Card cannot be used in conjunction with any other credit or discount. Gift Cards cannot be redeemed against shipping charges.

 

Where products purchased online with a Gift Card are returned, any monies owing will be refunded by way of the relevant amount of credit added to the Gift Card recipient’s account at Papa Lino’s.

 

Papa Lino’s is not responsible if a Gift Card is lost, stolen, destroyed or used without permission and no replacement will be provided in these circumstances.

 

o    CIRCUMSTANCES BEYOND OUR CONTROL

Adverse weather conditions

During adverse weather conditions (including but not limited to heavy snow, ice, flooding or high winds), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren’t able to refund or offer re-delivery of affected orders.

 

Force Majeure

Papa Lino’s shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond Papa Linos’ reasonable control.

 

o    OUR LIABILITY

Whilst we agree to use all reasonable endeavours to ensure that the Papa Lino’s service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any interruption of the Papa Lino’s service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Papa Lino’s service impossible or impractical.

 

Except in cases of death or personal injury arising from our negligence, or fraud or fraudulent misrepresentation, our liability in connection with your order with us shall not exceed the price paid to us for the order in question (defined as an individual delivery within a particular week).

 

Subject to the exclusion above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Papa Lino’s service, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient’s statutory rights in relation to the quality, fitness or description of the products supplied.

 

o    CUSTOMER AND RECIPIENT PERSONAL INFORMATION

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information. Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.

 

During the checkout process, we ask for the following personal information:

 

Customer’s email address We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer’s email for marketing communications from time to time. Please ensure that email addresses are accurate.

 

Customer’s full name and address We use this information for credit and debit card validation.

 

Customer’s telephone number We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.

 

Recipient’s full name and address We require this information in order to deliver the items you have ordered. It is vital that the recipient’s address is accurate. We will also use the recipient’s name and address for marketing communications from time to time.

 

GENERAL

We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Papa Lino’s website and/or the Papa Lino’s service from time to time. We will publish any changes on the Papa Lino’s website and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Papa Lino’s service or Papa Lino’s website. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new Terms and Conditions.

 

Additionally, we reserve the right to suspend, restrict or terminate access to the Papa Lino’s site and/or the Papa Lino’s services for any reason at any time.

 

These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Papa Lino’s website, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

 

A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.

 

In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.

 

These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.

 

Thank you for your order, and we hope your Papa Lino’s experience will be a pleasurable one.

 

o    REGISTERED OFFICE AND TRADING ADDRESS

Papa Lino’s, 127 Jesmond road, Newcastle Upon Tyne, NE2 1JY