Terms and Conditions of Service
Welcome to HungryPanda. These terms set out the terms and conditions (together, the “Terms”) under which HungryPanda Limited and its subsidiaries and affiliates (“we”, “us” or “HungryPanda”) provide you with access to www.hungrypanda.co and any mobile application we own and operate (together, the “Platform”). Please read these Terms carefully before using the Platform. Your use of the Platform is subject to these Terms.
HungryPanda reserves the right to amend these Terms from time to time by changing them on this page without further notice to you.
By accessing any part of the Platform, you indicate that you accept these Terms in the form that they appeared when you accessed the Platform. If you do not accept these Terms, you should not use our Platform, and you will not be able to order any products through our Platform.
HungryPanda Ltd. is a company registered in England and Wales (Company Number: 10175799), whose registered office is at Kingsway House, 103 Kingsway, Holborn, London WC2B 6QX.
We operate an online marketplace that allows you to place orders (“Orders”) from merchants displayed on the Platform and facilitates deliveries of the Orders to you either by the merchants or by independent delivery service providers (our “Service”). HungryPanda is not in the business of food preparation but only acts as an agent on behalf of the merchants to conclude contracts for the Orders between you and the merchants from whom you are ordering. The merchants available on our Platform are independent business enterprises and are responsible for complying with laws, regulations, and rules in relation to preparing, selling, and marketing food and other products on their menus. HungryPanda is not responsible for the safety or quality of the products sold by the merchants on the Platform, or the services provided by the merchants, including delivery service in cases where the Orders are delivered by the merchants.
You need to set up a HungryPanda account to use our Platform for placing Orders. You will be asked to provide certain personal information including payment details and create a password when you set up an account. In connection with your account, you must ensure all the information you provide is factual, accurate, and complete, and update your information when necessary.
You shall keep your account details, password, and other login information secure and confidential. You are the only authorized user of any account you create on our Platform and will accept full responsibility for all activities that occur under your password or account. You agree not to authorize others to use your account or transfer your account to any third party. If you notice any suspicious or unauthorized use of your account or breach of security, including but not limited to unauthorized copying, misuse, or disclosure of your password or personal information, you must notify HungryPanda via email or other available contact channels immediately.
You have the right to close your account at any time by contacting our customer support team. We may suspend your access to the Platform or close your account permanently if we reasonably believe that your account has been used by someone else or you are abusing our Service.
You warrant that you are at least 18 years old and acknowledge it is an offense to buy or attempt to buy alcohol beverages, cigarettes, or other age restricted products if you are under 18 in the UK. If you place an Order which includes alcohol beverages, cigarettes, or other age-restricted products, you must present a government-issued identification card as proof of age upon request in accordance with relevant regulations. You acknowledge and agree that the independent delivery providers have the right to withhold the delivery of alcohol and other age-restricted products if you fail to provide proof of your age.
The merchants on our Platform have their respective detailed delivery areas and opening hours, which means the merchants you may order from depend on your location and the time of your Order. We will notify you that the Service is not available if you order or try to order to a location outside of the designated delivery areas or opening hours of the merchants.
It is your sole responsibility to ensure all the information relating to an Order is correct before you submit an Order. We will send you a notification via our Platform when your Order is accepted by the merchant (“Acceptance Notification”). You can also check the process and logistics of the Order on the order details page on our Platform. A contract to supply the items on your Order forms between you and the merchant when you receive the Acceptance Notification. You are responsible for paying for all items on Orders placed using your account and related delivery fees, which will be passed along by HungryPanda to the independent delivery service providers completing the delivery of your Orders.
You acknowledge that some merchants have a minimum order value policy which will be displayed on the Platform. Merchants are required to list information about ingredients that may cause allergic reactions in compliance with relevant laws and regulations. You may need to read the allergens information before placing your Orders. Please contact the merchant if you have an allergy and the allergens information is not available on the Platform. HungryPanda cannot warrant that all items listed on our Platform are allergens free.
We will provide an estimated delivery time for your Order via the Platform after your Order has been accepted by the merchant. However, HungryPanda cannot guarantee that Orders will be delivered within the estimated delivery time.
After placing the Order, you must be available to accept delivery and we will arrange for your Order to be delivered as soon as possible. If your Order is more than 60 minutes late than the estimated delivery time, you have the option to cancel your Order by contacting our customer support team and you will not be charged for the Order or the delivery fee. In the event of failed delivery caused by your actions or omissions, you will be charged for the full price of your Order and relevant delivery fee.
Problems with Your Order
You are entitled to receive products that comply with the descriptions displayed on the Platform and any specific requirement you submitted with your Order. Please contact our customer support team if you believe something is wrong with your Order. We may ask you to provide a photo of your Order to identify the specific problems. We will provide a full or partial refund or vouchers to you after our Customer Support team considers all relevant factors such as information we receive from the merchants or the delivery service providers, unless we have reasons to believe that the problems are caused after delivery.
You may cancel your Order at any time by contacting our customer support team. If you cancel your Order before receiving the Acceptance Notification, you will not be charged for the Order. After the merchant accepts your Order, you will be charged for the full price of your Order if you want to cancel your Order. You will also be charged for the delivery fee if the Order has been dispatched.
It takes up to 14 days for us to process any refund. All refunds will be automatically added to the balance of your HungryPanda account. If you would like to have refunds issued to your original payment method, please contact our customer support team and they will be able to help you.
Prices for menu items displayed on the Platform are set by the merchants and include VAT. You agree and acknowledge that the prices for menu items displayed on our Platform may differ from the prices displayed on the merchants’ in-store menus or any third party platforms and can be changed by the merchants at any time. The total price for your Order is confirmed at checkout.
Merchants authorized us to accept payment on their behalf and payments for Orders can be made by acceptable credit or debit cards, HungryPanda account balance, or any other payment methods available on the Platform.
We are dedicated to providing high quality services to our users. If you have any questions or concerns about your Orders, our customer support team will always be there to assist you. You can contact our customer support team via the customer center page on our Platform.
You may post reviews for merchants you have ordered from and/or independent delivery service providers who have completed deliveries via our Platform for you. If you wish to remove any of your reviews, you may do so by submitting your requests to our customer support team. We reserve the right to remove your reviews if we consider the contents of your reviews are offensive or illegal.
The below terms apply to all vouchers issued by HungryPanda (“HungryPanda Vouchers”) and your use of HungryPanda Vouchers to pay for Orders you place on our Platform.
HungryPanda Vouchers may be issued for promotional purposes from time to time. On your account page, you can add any HungryPanda Voucher we make available to you by entering the relevant voucher codes. By using HungryPanda Vouchers, you agree to abide by the following terms:
a) HungryPanda Vouchers may be subject to geographical restrictions, which means some vouchers can only be used in a particular country, state, city, or district;
b) HungryPanda Vouchers may be subject to time limits and must be used by the deadlines specified on the HungryPanda Vouchers;
c) Some HungryPanda Vouchers are only available to specific groups of users, such as newly registered users;
d) HungryPanda Vouchers may only be redeemed at a particular merchant or against certain menu items specified on the HungryPanda Vouchers;
e) HungryPanda Vouchers can be used for full or partial payment of an Order subject to conditions specified on the HungryPanda Vouchers;
f) HungryPanda Vouchers are for single use only. You cannot use more than one HungryPanda Voucher per Order; and
g) HungryPanda Vouchers cannot be refunded when you cancel an Order fully or partially paid with HungryPanda Vouchers.