Terms of Service

1. About MealDen

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

MealDen connects customers with independent kitchen partners who prepare and fulfil orders using the MealDen platform.

2. Orders

• Orders are subject to partner availability.
• Estimated preparation and delivery times are estimates only and may vary depending on demand, weather, traffic, distance and operational circumstances.
• MealDen and its partners will make reasonable efforts to fulfil orders as quickly as possible.

3. Prices

• Prices displayed on the platform include the food price and any applicable fees shown during checkout.
• Prices may change without notice.
• Promotional offers may be withdrawn or amended at any time.

4. Allergies and Dietary Information

• Customers must provide accurate allergy and dietary information during ordering.
• Partners are responsible for ingredient accuracy.
• MealDen cannot guarantee that any product is completely free from allergens due to shared kitchen environments.

5. Delivery

• Delivery methods may vary by location and partner capability.
• Delivery areas are determined dynamically and are not restricted to fixed geographical limits.
• Delivery times are estimates only.

6. Customer Ratings

• Customers may rate their experience after delivery.
• Ratings help improve service quality and partner performance.

7. Account Misuse

MealDen reserves the right to suspend accounts involved in:

• fraud,
• abusive behaviour,
• repeated false complaints,
• misuse of promotions,
• payment abuse.

8. Limitation of Liability

MealDen’s liability shall be limited to the value of the affected order except where liability cannot legally be excluded under applicable law.

9. Governing Law

UK operations are governed by the laws of Scotland.

Refund & Cancellation Policy

Customer Cancellation

Before partner acceptance

Customers may cancel free of charge.

After food preparation has started

Cancellation may not be possible because fresh ingredients and preparation work have already begun.

After dispatch

Orders normally cannot be cancelled once dispatched.

Refund Eligibility

Refunds may be available where:

• the wrong item was delivered;
• significant items were missing;
• food arrived damaged or unsafe;
• delivery could not be completed;
• the order was cancelled by the partner.

Partial Refunds

Partial refunds may be offered for:

• missing items;
• quality issues affecting part of the order;
• minor delivery issues.

Non-refundable Situations

Refunds will normally not be issued for:

• changes of mind after preparation has started;
• incorrect delivery details supplied by the customer;
• inability to contact the customer at delivery;
• personal taste preferences where food matches the description provided.

Complaint Time Limits

Customers should normally report issues within:

24 hours of delivery

to allow investigation while evidence remains available.

Investigation Process

MealDen may request:

• photographs,
• delivery information,
• order details,
• partner records,
• dispatch evidence,

before making a final decision.

Final Decision

Refund decisions are made by MealDen after reviewing all available evidence.

Fraud Prevention

MealDen reserves the right to refuse refunds or suspend accounts where fraud or abuse is suspected.