MealDen Terms of Service, Refund, Cancellation, Earnings & Settlement Policy

1. Introduction

These Terms of Service, Refund & Cancellation Policy and Earnings & Settlement Policy govern the use of the MealDen platform by customers, partners, delivery personnel and other users.

MealDen is a food ordering, subscription and partner marketplace platform operated by Quiz & Rise Ltd.

By accessing or using the MealDen platform, users agree to comply with these terms and all applicable laws and regulations.

2. Platform Role

MealDen operates as a digital marketplace platform connecting customers with approved MealDen partners and food providers.

MealDen coordinates ordering, payment processing, partner onboarding, training, quality standards and operational oversight.

MealDen does not manufacture food products itself unless explicitly stated for a particular service or location.

Individual MealDen partners remain responsible for food preparation, food safety compliance and fulfilment of their orders in accordance with applicable law and MealDen operational standards.

3. Customer Accounts

Customers may create an account to:

• Place one-off orders;
• Manage subscriptions;
• Track orders;
• Save delivery addresses;
• Access order history;
• Submit feedback and ratings.

Customers are responsible for ensuring that all information provided is accurate and up to date.

MealDen reserves the right to suspend or restrict accounts involved in fraud, abuse, misuse or unlawful activity.

4. Orders

Orders submitted through the MealDen platform become active once payment authorisation has been successfully completed.

MealDen and its partners will make reasonable efforts to fulfil orders within estimated delivery windows, however delivery times remain estimates and may be affected by:

• Traffic conditions;
• Weather;
• Partner availability;
• Operational issues;
• Exceptional demand.

5. Subscription Services

MealDen may offer subscription meal plans, scheduled deliveries and recurring food services.

Subscription customers may be offered:

• Weekly meal plans;
• Monthly subscriptions;
• Family packages;
• Business or corporate meal services;
• Custom contract arrangements.

Additional subscription terms may apply to specific plans or promotions.

6. Customer Responsibilities

Customers agree to:

• Provide accurate delivery information;
• Declare allergies and dietary requirements accurately;
• Ensure that someone is available to receive deliveries where required;
• Treat partners and delivery personnel respectfully;
• Use the platform lawfully and responsibly.

MealDen cannot accept responsibility for allergy incidents arising from inaccurate information provided by customers.

7. Customer Ratings and Feedback

Customers may provide ratings and feedback following completed orders.

Ratings and feedback are used to:

• Improve service quality;
• Support partner development;
• Identify operational issues;
• Trigger additional training where necessary.

MealDen reserves the right to remove abusive, offensive or fraudulent reviews.

8. Refund Policy

Refund decisions are assessed individually based on the circumstances of each case.

Refunds may be considered where:

• Orders were not delivered;
• Incorrect items were delivered;
• Significant items were missing;
• Food safety concerns arise;
• Orders were damaged during fulfilment or delivery;
• Regulatory concerns require investigation.

MealDen may issue:

• Full refunds;
• Partial refunds;
• Account credits;
• Replacement orders.

Refund requests should normally be submitted as soon as reasonably possible following delivery.

9. Non-Refundable Situations

Refunds may not be available where:

• Customers provide incorrect delivery details;
• Customers fail to collect deliveries where collection has been agreed;
• Dissatisfaction relates solely to personal taste preferences;
• Claims cannot be reasonably substantiated;
• Products have been substantially consumed before concerns are raised.

Nothing in this section limits any statutory consumer rights available under UK law.

10. Cancellation Policy

Customer Cancellations

Customers may cancel orders before food preparation begins.

Once food preparation has started, cancellation may no longer be possible.

Subscription customers may modify, pause or cancel future scheduled deliveries subject to the terms of their subscription plan.

Partner Cancellations

Partners should avoid cancelling accepted orders except where:

• Ingredients become unavailable;
• Equipment failures occur;
• Food safety concerns arise;
• Illness or emergencies prevent fulfilment.

Repeated cancellations may result in operational review, additional training requirements or suspension.

MealDen Cancellations

MealDen reserves the right to cancel orders where necessary for:

• Food safety reasons;
• Fraud prevention;
• Regulatory compliance;
• Operational failures;
• Exceptional circumstances.

11. Earnings and Settlement Policy

This section applies to MealDen partners.

Partner earnings are calculated according to the applicable revenue sharing model in force at the time of fulfilment.

Commission rates may vary depending on:

• Partner level;
• Delivery arrangements;
• Equipment arrangements;
• Country-specific operational models;
• Future subscription or premium services.

12. Settlement Schedule

Unless otherwise agreed:

• Settlement periods operate on a weekly basis;
• Payments are normally processed within seven working days following the end of the settlement period;
• Settlement information will be available within the partner dashboard.

Settlement information may include:

• Gross earnings;
• Platform commissions;
• Refund adjustments;
• Chargeback adjustments;
• Net payable amount.

13. Withheld Payments

MealDen may temporarily withhold settlements where:

• Fraud investigations are ongoing;
• Serious customer complaints exist;
• Chargebacks are under investigation;
• Regulatory enquiries are active;
• Food safety concerns require review.

Where possible, partners will be informed of the reasons for any temporary withholding.

14. Chargebacks and Disputes

Where banks, payment providers or customers initiate payment disputes or chargebacks, MealDen may temporarily withhold the relevant earnings until investigations are completed.

Where a dispute arises directly from partner error, associated losses may be deducted from future settlements where legally permissible.

15. Partner Development and Standards

MealDen operates a quality assurance and professional development framework.

Partners may be required to complete:

• Training modules;
• Operational updates;
• Assessment quizzes;
• Refresher training.

MealDen may temporarily restrict operational access until mandatory training has been successfully completed.

16. Partner Status Levels

MealDen may operate internal partner recognition levels including:

• Certified Partner
• Advanced Partner
• Premium Partner
• Trusted Partner

Partner levels may consider:

• Customer satisfaction;
• Complaint history;
• Training performance;
• Operational consistency;
• Order completion history.

These internal levels do not constitute professional licences or statutory qualifications.

17. Internal Certification

MealDen may issue internal certificates confirming completion of MealDen training pathways and assessments.

Such certificates:

• Reflect internal operational standards;
• Support partner development;
• Do not replace legal licences or regulatory approvals;
• Do not constitute government-recognised qualifications.

18. Limitation of Liability

To the maximum extent permitted by law, Quiz & Rise Ltd and MealDen shall not be liable for indirect, consequential or incidental losses arising from the use of the platform.

Nothing in these terms excludes liability that cannot lawfully be excluded under applicable law.

19. Intellectual Property

All MealDen branding, systems, designs, training materials, content, assessments, operational procedures and proprietary materials remain the property of Quiz & Rise Ltd unless otherwise stated.

Unauthorised reproduction, copying or commercial use is prohibited.

20. International Expansion

MealDen currently operates primarily within the United Kingdom.

Future international expansion may require country-specific arrangements relating to:

• Currency;
• Taxation;
• Settlement methods;
• Regulatory compliance;
• Payment infrastructure.

Additional local terms may apply in those jurisdictions.

21. Changes to These Terms

MealDen may update these terms from time to time to reflect:

• Changes in law;
• Platform development;
• Operational improvements;
• New services or products.

The latest version will always be published through official MealDen channels.

22. Governing Law

These terms are governed by the laws of Scotland.

Any disputes arising from these terms shall be subject to the jurisdiction of the Scottish courts unless otherwise required by applicable law.

23. Contact