1. Who we are and what we do
FaveDrop operates an online marketplace that connects you with independent merchants offering food delivery, dining, hotels, entertainment, cinema, beauty, home services and pharmacy products.
We provide the ordering, payment and support layer. The merchant you order from is the seller of the goods or services and is responsible for their quality, legality and fulfilment.
2. Your account
- You need an account to place an order. We verify your phone number with a one-time code, so keep your number and device secure.
- Give accurate details and keep them current. You are responsible for what happens on your account.
- One person may hold one account. We may suspend accounts used for fraud, abuse, resale or automated ordering.
3. Placing an order
- An order is an offer to buy. A contract forms only when the merchant accepts it.
- Items in your basket are reserved for a limited time so that stock stays accurate. If the reservation expires, availability is checked again before the order is confirmed.
- The prices, fees and delivery estimate shown at checkout apply to that order. Delivery times are estimates, not guarantees.
4. Prices, taxes and fees
- Prices are shown in the local currency of the city you are ordering in, with the number of decimal places that currency uses.
- Delivery fees, service fees, packaging charges and applicable taxes are itemised before you confirm payment.
- Nothing is added to the total after you confirm. If a merchant cannot supply an item, the order is adjusted or cancelled rather than repriced upwards.
5. Paying for your order
- Online payment: the order must be paid within the payment window shown at checkout. Unpaid orders are cancelled automatically and the stock reservation is released.
- Cash on delivery, where the merchant offers it: the merchant has a window to accept the order, and you pay the courier on handover.
- If the same order is charged twice, the extra payment is recorded against the order and refunded to the original method without you having to claim it.
6. Cancellation, returns and refunds
- Before the merchant accepts, you may cancel at no cost.
- After acceptance, the cancellation policy shown on the product applies. Freshly prepared food, time-slot bookings and opened pharmacy items are commonly non-refundable.
- Approved refunds go back to the original payment method. For cash orders we ask for a bank account or wallet in order to pay the refund out.
- We refund the amount charged, in the currency charged. We do not deduct platform fees from a refund we have approved.
7. Vouchers, coupons and points
- Vouchers and coupons carry no cash value, cannot be exchanged for cash, and expire on the date shown on them.
- Points are earned on eligible completed orders and expire 12 months after they are earned.
- If an order is refunded, any points or promotional benefit it generated is reversed.
8. Merchants on the platform
- Merchants must hold the licences their trade requires and keep listings, prices, allergen information and stock accurate.
- Merchants are responsible for food safety, service standards and every legal obligation attached to what they sell.
- We may remove a listing or suspend a merchant that breaks these rules or that repeatedly fails to fulfil accepted orders.
9. Acceptable use
You agree not to:
- use the platform for fraud, card testing or money laundering;
- scrape, copy, resell or republish our content, prices or merchant data;
- interfere with the service, probe it for vulnerabilities or bypass security controls;
- abuse couriers, merchant staff or support agents;
- place orders you do not intend to pay for or receive.
10. Our responsibility
- We are responsible for operating the platform with reasonable skill and care, and for the payment, refund and support services we provide directly.
- We are not the seller of merchant goods and services. Beyond the remedies set out in these terms we are not liable for a merchant failing to meet its own obligations.
- Nothing in these terms removes rights you have under the consumer protection law of your country.
11. Changes to these terms
We may update these terms. Material changes are announced in the app at least 14 days before they take effect, and the revision date at the top of this page always reflects the current version. Continuing to use the platform after a change takes effect means you accept the updated terms.
12. Contact and disputes
Please contact support first: most issues are resolved within one business day, and we keep a record of what was agreed. If we cannot reach agreement, you keep the right to bring the matter before the courts or the consumer protection bodies of your place of residence.
FaveDrop support: support@favedrop.net