General terms and conditions (“AGB”) for catering customers
TERMS AND CONDITIONS FOR CATERING CUSTOMERS
1. About these Terms
1.1 These Terms and Conditions apply to the use of the heycater! platform and to all requests, quotations, bookings and orders for catering and related services made through the platform.
1.2 These Terms and Conditions explain how contracts are formed, how our services are provided, how changes and cancellations are handled, how payment works, and what rights and responsibilities apply to both parties.
1.3 By using the platform or placing an order with us, you agree to be bound by these Terms and Conditions.
1.4 If you are using our services on behalf of a company or other organisation, you confirm that you have authority to bind that organisation to these Terms and Conditions.
1.5 If any part of these Terms and Conditions conflicts with a separately agreed written contract between you and us, the separately agreed written contract will take precedence to the extent of that conflict.
2. Information about us
2.1 The platform is operated by HEYCATER! UK LTD, a private limited company registered in England and Wales under company number 17074684, with its registered office at 9 Appold Street, Mindspace, London, EC2A 2AP, United Kingdom.
2.2 In these Terms and Conditions, “heycater!”, “we”, “us” and “our” mean HEYCATER! UK LTD.
2.3 “You” and “your” mean the person or organisation using the platform or placing an order with us.
2.4 We provide access to catering, food and beverage delivery and related services through our platform. We may use carefully selected third party catering partners, logistics providers and other subcontractors to fulfil some or all parts of an order.
2.5 Unless expressly stated otherwise in writing, your contract for the services is with heycater!, even where some or all services are fulfilled by a third party catering partner or service provider on our behalf.
3. Customer types and eligibility
3.1 Our services may be used by both private individuals and business customers, unless a specific service or offer is stated to be available to business customers only.
3.2 For the purposes of these Terms and Conditions:
a) a “Consumer” is an individual acting wholly or mainly outside their trade, business, craft or profession; and
b) a “Business Customer” is a person or organisation acting for purposes relating to their trade, business, craft or profession.
3.3 You must provide accurate, complete and up to date information when registering, submitting a request, placing an order or otherwise using the platform.
3.4 You are responsible for ensuring that any person placing an order on your behalf is authorised to do so.
3.5 We may refuse, suspend or restrict access to the platform or decline an order if we reasonably believe that the information provided is inaccurate, incomplete, misleading or unauthorised.
4. Platform access, account registration and order process
4.1 Certain parts of the platform may require registration. When registering, you must provide the information requested by us, which may include your name, company name, billing address, delivery address, telephone number and email address.
4.2 You are responsible for keeping your login credentials, passwords and account access details confidential and secure.
4.3 You must notify us without undue delay if you know or suspect that your account has been accessed without authorisation or that your login credentials have been compromised.
4.4 You are responsible for all activity carried out through your account unless you have notified us of unauthorised use in accordance with clause 4.3 and have taken reasonable steps to protect your account.
4.5 Through the platform, we may offer different booking channels, including:
a) a marketplace for standardised catering products and services; and
b) a tailored enquiry process for customised catering, event catering or other bespoke services.
4.6 A request submitted through the platform does not mean that the requested services are available or that we are obliged to provide a quotation.
4.7 We may, at our discretion, decide whether and how to respond to a request and which catering partner or service provider is best suited to fulfil it.
4.8 Where we issue a quotation, proposal or offer, it will include the key commercial details relevant to the booking, which may include the event date, delivery time, service time, location, headcount, menu or service scope, and price.
4.9 Unless expressly stated otherwise, a quotation is subject to availability until accepted by you and confirmed by us in writing.
4.10 A contract is formed only when:
a) you confirm the order through the platform or otherwise in writing; and
b) we send you written confirmation that your order has been accepted.
4.11 An acknowledgement that we have received your request, message or order is not an acceptance and does not create a binding contract.
4.12 If a quotation states an acceptance deadline and you attempt to accept it after that deadline, your response may be treated as a new offer, which we may accept or reject at our discretion.
4.13 You must inform us before placing the order of any relevant delivery conditions, access restrictions or venue-specific requirements, including stairs, broken lifts, restricted access, loading limitations, permit requirements, security procedures or parking restrictions.
4.14 We will use reasonable efforts to match your request with a suitable catering solution, but we do not guarantee that every request can be fulfilled.
5. Services and fulfilment
5.1 We will provide the catering services as agreed in the order confirmation.
5.2 We may use third party catering partners, logistics providers and other subcontractors to fulfil some or all parts of the services.
5.3 The food, beverages and related services will be prepared and delivered based on the agreed scope of services. Ingredients, menus and presentation may vary depending on availability, seasonality and operational requirements.
5.4 Any descriptions, images, menu details or specifications provided on the platform or in offers are intended as indicative only and may vary, provided that the overall quality and nature of the service remains substantially equivalent.
5.5 Where agreed, we may also provide additional services such as event staffing, equipment, logistics coordination or venue-related services. These will be specified in the offer or agreed separately.
5.6 You are responsible for ensuring that all relevant event details provided to us are accurate and complete, including headcount, dietary requirements, timings and location details.
6. Delivery, timing and customer responsibilities
6.1 We will deliver the catering services to the location and at the time agreed in the order confirmation.
6.2 You must ensure that:
a) the delivery location is accessible at the agreed time;
b) appropriate access, permissions and instructions are provided in advance;
c) a responsible contact person is available on site at the agreed delivery time.
6.3 If access to the delivery location is restricted, delayed or not possible due to circumstances within your control, we may charge for any resulting additional costs, delays or failed delivery.
6.4 Delivery times are estimates unless expressly agreed as fixed delivery times. A reasonable deviation shall not be considered a breach of contract.
6.5 Where a fixed delivery or service time has been agreed, we will use reasonable efforts to meet that time. Minor delays do not entitle you to a price reduction.
6.6 For buffet or delivered catering that is not actively heated or cooled on site, you are responsible for proper handling, storage and consumption after delivery.
6.7 In accordance with food safety standards, certain food items must be consumed within a reasonable time after delivery. We are not responsible for any deterioration in quality after delivery due to storage or handling outside our control.
7. Equipment and reusable items
7.1 Where we provide equipment such as crockery, serving equipment, containers, buffet systems or reusable packaging (“Equipment”), such Equipment remains our property or the property of our partners.
7.2 Equipment is provided on a temporary basis for use in connection with the catering services only.
7.3 You must:
a) use the Equipment with reasonable care;
b) not misuse, damage or remove the Equipment from the agreed location;
c) ensure that the Equipment is available for collection at the agreed time.
7.4 We or our partners will collect the Equipment at the agreed time. If collection is delayed due to circumstances within your control, we may charge reasonable additional costs for collection, including transport and personnel time.
7.5 If Equipment is lost, damaged or not returned, we may charge you the replacement value of the Equipment and a reasonable administrative fee.
7.6 Where reusable packaging is used, missing items may be charged at standard replacement rates unless otherwise agreed.
8. Changes, cancellations and substitutions
8.1 Any changes or cancellations must be made in writing or via the platform.
8.2 You may request minor changes up to 72 hours before the agreed delivery or event time, subject to availability. Minor changes may include reasonable adjustments to headcount or quantities.
8.3 Larger changes, including significant reductions in headcount or scope, may be treated as a partial or full cancellation.
8.4 If you cancel or reduce an order, we reserve the right to charge a cancellation fee based on the timing of the cancellation and the value of the order.
8.5 Specific cancellation terms, including applicable timeframes and fees, will be set out in the offer or order confirmation.
8.6 We may make reasonable substitutions to menu items, services or catering partners where necessary due to availability, operational reasons or unforeseen circumstances, provided that the overall service remains of comparable quality and standard.
8.7 We will inform you of any material changes as soon as reasonably possible.
8.8 We may cancel or modify an order if circumstances arise that are outside our control and prevent us from fulfilling the order as agreed. In such cases, we will work with you to find a suitable alternative solution where possible.
1. About these Terms
1.1 These Terms and Conditions apply to the use of the heycater! platform and to all requests, quotations, bookings and orders for catering and related services made through the platform.
1.2 These Terms and Conditions explain how contracts are formed, how our services are provided, how changes and cancellations are handled, how payment works, and what rights and responsibilities apply to both parties.
1.3 By using the platform or placing an order with us, you agree to be bound by these Terms and Conditions.
1.4 If you are using our services on behalf of a company or other organisation, you confirm that you have authority to bind that organisation to these Terms and Conditions.
1.5 If any part of these Terms and Conditions conflicts with a separately agreed written contract between you and us, the separately agreed written contract will take precedence to the extent of that conflict.
2. Information about us
2.1 The platform is operated by HEYCATER! UK LTD, a private limited company registered in England and Wales under company number 17074684, with its registered office at 9 Appold Street, Mindspace, London, EC2A 2AP, United Kingdom.
2.2 In these Terms and Conditions, “heycater!”, “we”, “us” and “our” mean HEYCATER! UK LTD.
2.3 “You” and “your” mean the person or organisation using the platform or placing an order with us.
2.4 We provide access to catering, food and beverage delivery and related services through our platform. We may use carefully selected third party catering partners, logistics providers and other subcontractors to fulfil some or all parts of an order.
2.5 Unless expressly stated otherwise in writing, your contract for the services is with heycater!, even where some or all services are fulfilled by a third party catering partner or service provider on our behalf.
3. Customer types and eligibility
3.1 Our services may be used by both private individuals and business customers, unless a specific service or offer is stated to be available to business customers only.
3.2 For the purposes of these Terms and Conditions:
a) a “Consumer” is an individual acting wholly or mainly outside their trade, business, craft or profession; and
b) a “Business Customer” is a person or organisation acting for purposes relating to their trade, business, craft or profession.
3.3 You must provide accurate, complete and up to date information when registering, submitting a request, placing an order or otherwise using the platform.
3.4 You are responsible for ensuring that any person placing an order on your behalf is authorised to do so.
3.5 We may refuse, suspend or restrict access to the platform or decline an order if we reasonably believe that the information provided is inaccurate, incomplete, misleading or unauthorised.
4. Platform access, account registration and order process
4.1 Certain parts of the platform may require registration. When registering, you must provide the information requested by us, which may include your name, company name, billing address, delivery address, telephone number and email address.
4.2 You are responsible for keeping your login credentials, passwords and account access details confidential and secure.
4.3 You must notify us without undue delay if you know or suspect that your account has been accessed without authorisation or that your login credentials have been compromised.
4.4 You are responsible for all activity carried out through your account unless you have notified us of unauthorised use in accordance with clause 4.3 and have taken reasonable steps to protect your account.
4.5 Through the platform, we may offer different booking channels, including:
a) a marketplace for standardised catering products and services; and
b) a tailored enquiry process for customised catering, event catering or other bespoke services.
4.6 A request submitted through the platform does not mean that the requested services are available or that we are obliged to provide a quotation.
4.7 We may, at our discretion, decide whether and how to respond to a request and which catering partner or service provider is best suited to fulfil it.
4.8 Where we issue a quotation, proposal or offer, it will include the key commercial details relevant to the booking, which may include the event date, delivery time, service time, location, headcount, menu or service scope, and price.
4.9 Unless expressly stated otherwise, a quotation is subject to availability until accepted by you and confirmed by us in writing.
4.10 A contract is formed only when:
a) you confirm the order through the platform or otherwise in writing; and
b) we send you written confirmation that your order has been accepted.
4.11 An acknowledgement that we have received your request, message or order is not an acceptance and does not create a binding contract.
4.12 If a quotation states an acceptance deadline and you attempt to accept it after that deadline, your response may be treated as a new offer, which we may accept or reject at our discretion.
4.13 You must inform us before placing the order of any relevant delivery conditions, access restrictions or venue-specific requirements, including stairs, broken lifts, restricted access, loading limitations, permit requirements, security procedures or parking restrictions.
4.14 We will use reasonable efforts to match your request with a suitable catering solution, but we do not guarantee that every request can be fulfilled.
5. Services and fulfilment
5.1 We will provide the catering services as agreed in the order confirmation.
5.2 We may use third party catering partners, logistics providers and other subcontractors to fulfil some or all parts of the services.
5.3 The food, beverages and related services will be prepared and delivered based on the agreed scope of services. Ingredients, menus and presentation may vary depending on availability, seasonality and operational requirements.
5.4 Any descriptions, images, menu details or specifications provided on the platform or in offers are intended as indicative only and may vary, provided that the overall quality and nature of the service remains substantially equivalent.
5.5 Where agreed, we may also provide additional services such as event staffing, equipment, logistics coordination or venue-related services. These will be specified in the offer or agreed separately.
5.6 You are responsible for ensuring that all relevant event details provided to us are accurate and complete, including headcount, dietary requirements, timings and location details.
6. Delivery, timing and customer responsibilities
6.1 We will deliver the catering services to the location and at the time agreed in the order confirmation.
6.2 You must ensure that:
a) the delivery location is accessible at the agreed time;
b) appropriate access, permissions and instructions are provided in advance;
c) a responsible contact person is available on site at the agreed delivery time.
6.3 If access to the delivery location is restricted, delayed or not possible due to circumstances within your control, we may charge for any resulting additional costs, delays or failed delivery.
6.4 Delivery times are estimates unless expressly agreed as fixed delivery times. A reasonable deviation shall not be considered a breach of contract.
6.5 Where a fixed delivery or service time has been agreed, we will use reasonable efforts to meet that time. Minor delays do not entitle you to a price reduction.
6.6 For buffet or delivered catering that is not actively heated or cooled on site, you are responsible for proper handling, storage and consumption after delivery.
6.7 In accordance with food safety standards, certain food items must be consumed within a reasonable time after delivery. We are not responsible for any deterioration in quality after delivery due to storage or handling outside our control.
7. Equipment and reusable items
7.1 Where we provide equipment such as crockery, serving equipment, containers, buffet systems or reusable packaging (“Equipment”), such Equipment remains our property or the property of our partners.
7.2 Equipment is provided on a temporary basis for use in connection with the catering services only.
7.3 You must:
a) use the Equipment with reasonable care;
b) not misuse, damage or remove the Equipment from the agreed location;
c) ensure that the Equipment is available for collection at the agreed time.
7.4 We or our partners will collect the Equipment at the agreed time. If collection is delayed due to circumstances within your control, we may charge reasonable additional costs for collection, including transport and personnel time.
7.5 If Equipment is lost, damaged or not returned, we may charge you the replacement value of the Equipment and a reasonable administrative fee.
7.6 Where reusable packaging is used, missing items may be charged at standard replacement rates unless otherwise agreed.
8. Changes, cancellations and substitutions
8.1 Any changes or cancellations must be made in writing or via the platform.
8.2 You may request minor changes up to 72 hours before the agreed delivery or event time, subject to availability. Minor changes may include reasonable adjustments to headcount or quantities.
8.3 Larger changes, including significant reductions in headcount or scope, may be treated as a partial or full cancellation.
8.4 If you cancel or reduce an order, we reserve the right to charge a cancellation fee based on the timing of the cancellation and the value of the order.
8.5 Specific cancellation terms, including applicable timeframes and fees, will be set out in the offer or order confirmation.
8.6 We may make reasonable substitutions to menu items, services or catering partners where necessary due to availability, operational reasons or unforeseen circumstances, provided that the overall service remains of comparable quality and standard.
8.7 We will inform you of any material changes as soon as reasonably possible.
8.8 We may cancel or modify an order if circumstances arise that are outside our control and prevent us from fulfilling the order as agreed. In such cases, we will work with you to find a suitable alternative solution where possible.
9. Pricing and fees
9.1 All prices are set out in the relevant quotation, proposal or order confirmation.
9.2 Prices may include food, beverages, delivery, staffing, equipment and other services as specified. Additional services or changes requested after confirmation may be charged separately.
9.3 Unless otherwise stated, prices are exclusive of VAT. VAT will be added at the applicable rate.
9.4 We may charge a service fee for the use of the platform and coordination of services. This will be clearly displayed before you place a binding order.
9.5 Additional costs may apply where:
a) delivery conditions differ from those originally stated;
b) access restrictions or delays occur on site;
c) waiting times exceed agreed limits;
d) additional services or quantities are requested.
9.6 You are responsible for ensuring that all information relevant to pricing is accurate at the time of booking.
9.1 All prices are set out in the relevant quotation, proposal or order confirmation.
9.2 Prices may include food, beverages, delivery, staffing, equipment and other services as specified. Additional services or changes requested after confirmation may be charged separately.
9.3 Unless otherwise stated, prices are exclusive of VAT. VAT will be added at the applicable rate.
9.4 We may charge a service fee for the use of the platform and coordination of services. This will be clearly displayed before you place a binding order.
9.5 Additional costs may apply where:
a) delivery conditions differ from those originally stated;
b) access restrictions or delays occur on site;
c) waiting times exceed agreed limits;
d) additional services or quantities are requested.
9.6 You are responsible for ensuring that all information relevant to pricing is accurate at the time of booking.
10. Payment terms
10.1 Unless otherwise agreed, invoices are payable within 14 calendar days from the date of invoice.
10.2 We may require full or partial payment in advance, particularly for higher value orders or where this is stated in the offer.
10.3 If a required advance payment is not received by the specified deadline, we may suspend or cancel the order.
10.4 We may issue invoices electronically to the email address provided by you.
10.5 If you fail to make payment when due, we reserve the right to:
a) charge interest on overdue amounts at a reasonable rate in accordance with applicable law;
b) recover reasonable costs incurred in collecting outstanding amounts;
c) suspend or refuse future services until payment is made.
10.6 For business customers, we may also exercise statutory rights to claim interest and compensation for late payment in accordance with applicable UK legislation.
11. Complaints and service issues
11.1 You must notify us of any issues, defects or complaints as soon as reasonably possible and, where feasible, during the event or immediately upon delivery.
11.2 In any case, complaints must be submitted no later than 24 hours after delivery or completion of the services.
11.3 Where a complaint is justified, we may, at our discretion:
a) provide a replacement service;
b) offer a partial refund; or
c) agree another appropriate remedy.
11.4 Minor deviations in presentation, taste, composition or portioning that do not materially affect the overall service shall not be considered a defect.
11.5 We may request reasonable evidence of the issue, including photos or samples where appropriate.
11.6 We are not responsible for issues arising from:
a) incorrect storage, handling or use after delivery;
b) inaccurate or incomplete information provided by you;
c) circumstances outside our control at the delivery location.
12. Liability
12.1 Nothing in these Terms and Conditions excludes or limits liability for:
a) death or personal injury caused by negligence;
b) fraud or fraudulent misrepresentation;
c) any liability that cannot be excluded or limited under applicable law.
12.2 Subject to clause 12.1, we shall be liable only for loss or damage that is a foreseeable result of our breach of these Terms and Conditions.
12.3 We shall not be liable for:
a) indirect or consequential losses;
b) loss of profit, revenue, business or anticipated savings;
c) loss arising from your failure to provide accurate or complete information;
d) delays or failures caused by circumstances outside our reasonable control.
12.4 Where you are a business customer, our total liability arising out of or in connection with the services shall be limited to the total value of the relevant order.
12.5 Where you are a consumer, nothing in these Terms and Conditions affects your statutory rights.
13. Force majeure
13.1 We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control.
13.2 Such events may include, but are not limited to:
a) extreme weather conditions;
b) fire, flood or natural disasters;
c) strikes, industrial action or labour disputes;
d) supply chain disruptions;
e) transport disruptions;
f) acts of government or public authorities;
g) pandemics or public health emergencies.
13.3 If such an event occurs, we will:
a) inform you as soon as reasonably possible; and
b) take reasonable steps to minimise the impact.
13.4 Where performance becomes impossible or impractical, we may cancel or modify the affected order. In such cases, we will work with you to find a reasonable alternative or agree an appropriate refund where applicable.
14. Consumer cancellation rights
14.1 If you are a consumer, you may have the right to cancel a contract under the Consumer Contracts Regulations 2013.
14.2 However, this right does not apply, or may cease to apply, in particular where:
a) the goods are made to your specifications or clearly personalised;
b) the goods are liable to deteriorate or expire rapidly;
c) services have been fully performed with your prior consent.
14.3 Catering services and prepared food are typically excluded from cancellation rights once preparation has begun or where they are time-sensitive or perishable.
14.4 Where cancellation rights do apply, you must notify us within the applicable cancellation period. Details of how to exercise this right will be provided where relevant.
14.5 Nothing in these Terms and Conditions affects your statutory rights as a consumer.
15. Data protection and platform use
15.1 We process personal data in accordance with applicable data protection laws, including the UK GDPR and the Data Protection Act 2018.
15.2 Further information on how we collect, use and protect personal data is set out in our Privacy Policy.
15.3 You must ensure that any personal data you provide to us has been collected and shared lawfully and that you have all necessary permissions to do so.
15.4 You must not misuse the platform, including by:
a) attempting to gain unauthorised access;
b) interfering with the operation or security of the platform;
c) using the platform for unlawful purposes.
15.5 We may suspend or restrict access to the platform if we reasonably believe that these Terms and Conditions have been breached.
16. Governing law and jurisdiction
16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by the laws of England and Wales.
16.2 If you are a business customer, the courts of England and Wales shall have exclusive jurisdiction.
16.3 If you are a consumer, you may also have the right to bring proceedings in the part of the United Kingdom in which you reside.
16.4 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
16.5 These Terms and Conditions constitute the entire agreement between you and us in relation to the services described, unless otherwise agreed in writing.
Status: 25.03.2026
10.1 Unless otherwise agreed, invoices are payable within 14 calendar days from the date of invoice.
10.2 We may require full or partial payment in advance, particularly for higher value orders or where this is stated in the offer.
10.3 If a required advance payment is not received by the specified deadline, we may suspend or cancel the order.
10.4 We may issue invoices electronically to the email address provided by you.
10.5 If you fail to make payment when due, we reserve the right to:
a) charge interest on overdue amounts at a reasonable rate in accordance with applicable law;
b) recover reasonable costs incurred in collecting outstanding amounts;
c) suspend or refuse future services until payment is made.
10.6 For business customers, we may also exercise statutory rights to claim interest and compensation for late payment in accordance with applicable UK legislation.
11. Complaints and service issues
11.1 You must notify us of any issues, defects or complaints as soon as reasonably possible and, where feasible, during the event or immediately upon delivery.
11.2 In any case, complaints must be submitted no later than 24 hours after delivery or completion of the services.
11.3 Where a complaint is justified, we may, at our discretion:
a) provide a replacement service;
b) offer a partial refund; or
c) agree another appropriate remedy.
11.4 Minor deviations in presentation, taste, composition or portioning that do not materially affect the overall service shall not be considered a defect.
11.5 We may request reasonable evidence of the issue, including photos or samples where appropriate.
11.6 We are not responsible for issues arising from:
a) incorrect storage, handling or use after delivery;
b) inaccurate or incomplete information provided by you;
c) circumstances outside our control at the delivery location.
12. Liability
12.1 Nothing in these Terms and Conditions excludes or limits liability for:
a) death or personal injury caused by negligence;
b) fraud or fraudulent misrepresentation;
c) any liability that cannot be excluded or limited under applicable law.
12.2 Subject to clause 12.1, we shall be liable only for loss or damage that is a foreseeable result of our breach of these Terms and Conditions.
12.3 We shall not be liable for:
a) indirect or consequential losses;
b) loss of profit, revenue, business or anticipated savings;
c) loss arising from your failure to provide accurate or complete information;
d) delays or failures caused by circumstances outside our reasonable control.
12.4 Where you are a business customer, our total liability arising out of or in connection with the services shall be limited to the total value of the relevant order.
12.5 Where you are a consumer, nothing in these Terms and Conditions affects your statutory rights.
13. Force majeure
13.1 We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control.
13.2 Such events may include, but are not limited to:
a) extreme weather conditions;
b) fire, flood or natural disasters;
c) strikes, industrial action or labour disputes;
d) supply chain disruptions;
e) transport disruptions;
f) acts of government or public authorities;
g) pandemics or public health emergencies.
13.3 If such an event occurs, we will:
a) inform you as soon as reasonably possible; and
b) take reasonable steps to minimise the impact.
13.4 Where performance becomes impossible or impractical, we may cancel or modify the affected order. In such cases, we will work with you to find a reasonable alternative or agree an appropriate refund where applicable.
14. Consumer cancellation rights
14.1 If you are a consumer, you may have the right to cancel a contract under the Consumer Contracts Regulations 2013.
14.2 However, this right does not apply, or may cease to apply, in particular where:
a) the goods are made to your specifications or clearly personalised;
b) the goods are liable to deteriorate or expire rapidly;
c) services have been fully performed with your prior consent.
14.3 Catering services and prepared food are typically excluded from cancellation rights once preparation has begun or where they are time-sensitive or perishable.
14.4 Where cancellation rights do apply, you must notify us within the applicable cancellation period. Details of how to exercise this right will be provided where relevant.
14.5 Nothing in these Terms and Conditions affects your statutory rights as a consumer.
15. Data protection and platform use
15.1 We process personal data in accordance with applicable data protection laws, including the UK GDPR and the Data Protection Act 2018.
15.2 Further information on how we collect, use and protect personal data is set out in our Privacy Policy.
15.3 You must ensure that any personal data you provide to us has been collected and shared lawfully and that you have all necessary permissions to do so.
15.4 You must not misuse the platform, including by:
a) attempting to gain unauthorised access;
b) interfering with the operation or security of the platform;
c) using the platform for unlawful purposes.
15.5 We may suspend or restrict access to the platform if we reasonably believe that these Terms and Conditions have been breached.
16. Governing law and jurisdiction
16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by the laws of England and Wales.
16.2 If you are a business customer, the courts of England and Wales shall have exclusive jurisdiction.
16.3 If you are a consumer, you may also have the right to bring proceedings in the part of the United Kingdom in which you reside.
16.4 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
16.5 These Terms and Conditions constitute the entire agreement between you and us in relation to the services described, unless otherwise agreed in writing.
Status: 25.03.2026
Withdrawal policy
Right of Withdrawal
You have the right to cancel the contract with the store within fourteen days without giving reasons. The cancellation period is fourteen days from the day on which you or a third party named by you, who is not the carrier, has or has taken possession of the goods.
To exercise your right of withdrawal, you must inform Hey Group GmbH, Gormannstraße 14, 10119 Berlin, tel.: +49 (0) 30 568 37200, e-mail: hey@heycater.com by means of a clear statement (e.g. a letter sent by post or an e-mail) of your decision to cancel this contract. You can use the attached sample withdrawal form, but this is not mandatory.
To meet the withdrawal period, it is sufficient that you send the notification that you have exercised your right of withdrawal before the withdrawal period has expired.
Consequences of withdrawal
If you cancel this contract, we will reimburse you all payments we have received from you, including delivery costs (with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the cheapest standard delivery offered by us), immediately and at the latest within fourteen days from the day on which we receive notification of your cancellation of this contract.
For this repayment, we use the same means of payment that you used for the original transaction, unless something else has been expressly agreed with you; under no circumstances will you be charged for this repayment.
We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.
You bear the direct costs of returning the goods.
You only have to pay for any loss in value of the goods if this loss in value is due to handling them that is not necessary to check the nature, properties and functioning of the goods.
Right of Withdrawal
You have the right to cancel the contract with the store within fourteen days without giving reasons. The cancellation period is fourteen days from the day on which you or a third party named by you, who is not the carrier, has or has taken possession of the goods.
To exercise your right of withdrawal, you must inform Hey Group GmbH, Gormannstraße 14, 10119 Berlin, tel.: +49 (0) 30 568 37200, e-mail: hey@heycater.com by means of a clear statement (e.g. a letter sent by post or an e-mail) of your decision to cancel this contract. You can use the attached sample withdrawal form, but this is not mandatory.
To meet the withdrawal period, it is sufficient that you send the notification that you have exercised your right of withdrawal before the withdrawal period has expired.
Consequences of withdrawal
If you cancel this contract, we will reimburse you all payments we have received from you, including delivery costs (with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the cheapest standard delivery offered by us), immediately and at the latest within fourteen days from the day on which we receive notification of your cancellation of this contract.
For this repayment, we use the same means of payment that you used for the original transaction, unless something else has been expressly agreed with you; under no circumstances will you be charged for this repayment.
We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.
You bear the direct costs of returning the goods.
You only have to pay for any loss in value of the goods if this loss in value is due to handling them that is not necessary to check the nature, properties and functioning of the goods.
Sample withdrawal form
(If you want to cancel the contract, please fill out this form and send it back to us.)
To Hey Group GmbH, Gormannstraße 14, 10119 Berlin, email: hey@heycater.com
I/we (*) hereby cancel the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)
Ordered on (*) /received on (*)
Name of consumer (s)
Address of consumer (s)
Signature of consumer (s) (only if notified on paper)
date
(*) Delete what is incorrect.
(If you want to cancel the contract, please fill out this form and send it back to us.)
To Hey Group GmbH, Gormannstraße 14, 10119 Berlin, email: hey@heycater.com
I/we (*) hereby cancel the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)
Ordered on (*) /received on (*)
Name of consumer (s)
Address of consumer (s)
Signature of consumer (s) (only if notified on paper)
date
(*) Delete what is incorrect.
16. Final provisions
16.1 We may update or amend these Terms and Conditions from time to time. The latest version will be made available on our website.
16.2 Any variations to these Terms and Conditions or to individual agreements between you and us must be agreed in writing.
16.3 These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by the laws of England and Wales.
16.4 If you are a business customer, the courts of England and Wales shall have exclusive jurisdiction.
16.5 If you are a consumer, you may bring proceedings in the courts of England and Wales or in the courts of the part of the United Kingdom in which you live, in accordance with applicable law.
16.6 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
16.7 These Terms and Conditions constitute the entire agreement between you and us in relation to the services, unless otherwise agreed in writing.
Status: 25.03.2026
16.1 We may update or amend these Terms and Conditions from time to time. The latest version will be made available on our website.
16.2 Any variations to these Terms and Conditions or to individual agreements between you and us must be agreed in writing.
16.3 These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by the laws of England and Wales.
16.4 If you are a business customer, the courts of England and Wales shall have exclusive jurisdiction.
16.5 If you are a consumer, you may bring proceedings in the courts of England and Wales or in the courts of the part of the United Kingdom in which you live, in accordance with applicable law.
16.6 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
16.7 These Terms and Conditions constitute the entire agreement between you and us in relation to the services, unless otherwise agreed in writing.
Status: 25.03.2026
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