Question 1

Terms and Conditions

Accepted Answer

OVERVIEW

This website is operated by Roots Delivery Limited. Throughout the site, the terms “we”, “us” and “our” refer to Roots Delivery Limited. Roots Delivery Limited offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply  to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

SECTION 1 - ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time.

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES (if applicable)

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.

We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

SECTION 7 - OPTIONAL TOOLS

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS

Certain content, products and services available via our Service may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 10 - PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall Roots Delivery Limited, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 - INDEMNIFICATION

You agree to indemnify, defend and hold harmless Roots Delivery Limited and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 15 - SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 - ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 - GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of 144 Chatsworth Drive, Mansfield, NTT, NG184QX, United Kingdom.

SECTION 19 - CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 - CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at admin@rootsdelivery.co.uk.

Question 2

Customer Privacy Policy

Accepted Answer

Updated: January 2021   Our Contact Details  If you have any questions or requests in regard to this privacy policy or how we handle your data in general, please get in touch using the following details;  admin@rootsdelivery.co.uk   How we collect your information We collect your information when you have interactions with us and our services, this happens as an example; when you use our app or website to place an order, but we also collect information when;  You create an account with us or you change your account details or settings.  When you place an order with us, and when the order is in process including for payment and delivery of your order.  When you give your consent for us to contact you which can be via email, phone, post or message via the online chat function.  When you contact us directly via email, phone, post, message or via our online chat function. When you browse our website (before and after you create an account with us).    Information we collect  We're committed to the privacy of our customers and visitors to our website and apps and therefore we want to be transparent about what information we gather from you.  When you visit a site or app to make an order you are requested to provide information key to completing your delivery such as your name, contact details, delivery address, order details and payment information such as your credit or debit card information. We may also collect your date of birth if you are purchasing any age restricted items.  We also collect information based on your usage of our services, this can include any feedback you provide us via phone, email, online chat or letters. As well as information about how you have used our services such as technical data from your mobile device or computer, things such as its operating system, the connection type and the IP Address used to access our site. Data is also collected based on location, carrier and performance data including but not limited to payment methods and interaction with any retail tech such as QR codes.  You can disable some of these features through settings on your device.   We would also process any health information that is volunteered to us, such as inclusions of any allergen information on your orders, if you were allergic to nuts for example.    How we use your information  The data we collect is only processed of there is a justifiable reason for doing so and the reason is permitted under data protection law.  Where required in order to carry out the services you have requested or to enter into a contract your information is used in a number of circumstances;  To allow us to provide you with access to relevant parts of the website To supply all services you have requested  To allow us to collect payment from you and to contact you, where necessary in regard to our services, such as to resolve any problems with your order.   We process your data where it allows legitimate interest for us to do so, such as in bettering our services, personalisation of services, remembering orders and allowing you to place orders faster and easier.  This also allows us to tailor our content where possible and improve the quality of our services in the future, it gives us the opportunity to contact you in regard to any feedback or reviews of our services and provides the best data for customer support, improving your overall experience of our services.
 We will also process your information in order to enforce contractual terms with you and any other agreement and where necessary will process your data for the defence of legal claims and to protect the rights of Roots Delivery, our store partners, drivers or other associated persons(s), including to prevent fraud.    We may use comments and feedback you provide to both improve our services and also utilise these comments on our website and in our marketing and advertising material. Where this is applicable you will only be identified by your first name and the city you live in.
Where you have chosen to enable push notifications from us on your mobile device you may also receive notifications relating to products and services we believe may be of interest to you. You can disable these push notifications within your device settings at any time.  Your data is also used to create personalised assumptions about you for marketing purposes based on your geographical location data. This means that we may promote our partner stores more local to you or that we may see trends develop based on other customers in your area.  We ensure that your fundamental rights to your privacy are not outweighed by our legitimate interests to process your data.  Where we are under a legal obligation to do so, information based on your account or orders may be shared in order to comply with any legal obligation or regulatory requirements that we may be subject to.

Roots Delivery Limited will not store data longer than we need to. We will therefore delete data and accounts that have been inactive for 3 years. All data entered into your Roots Delivery Account via website or app, including our customers and businesses name, address, card details you have saved, location data, order preferences and device information will be deleted after 3 years of account inactivity.    Cookies:  Cookies are small temporary files used to store data when you browse online, some that are temporary and expire when you leave the site, others that may remain but expire after a set amount of time after you leave the site.
We use cookies to allow you to add items to your order, to track your order status and we even use cookies to keep track of your cookie settings. Cookies can be disabled or deleted, disabling all cookies means that the site may not run as intended, but you can delete the cookies after visiting the site in your browser settings if you wish to do so.  Our payment process enables third parties such as Stripe to use cookies also in order to remember your card details where you have consented for them to do so.    Direct Marketing Where you have consented, we may use your information to let you know about services / products that we believe may be of interest to you. We may contact you by email or using notifications through our app. You are able to unsubscribe from emails and disable push notifications if you wish to manage your own marketing preferences.    Holding information  We do not and will not hold your information for any longer than we believe is necessary. The information we collect is only kept for as long as it is necessary to fulfil our service and for the purposes outlined in 'How we use your information' listed above. We may retain your information for longer where we are legally obligated to do so, such as for regulatory or fraud checks.  We base these timeframes on guidelines issued by relevant data protection authorities in respect of settling potential dispute, legal obligations and contractual obligations.
In all other cases, your information is securely erased when it is no longer required for the purposes it was collected.    Information Disclosure  We aim to be very transparent with how your information is shared, we only share your information where it is required in order to fulfil our services or where we have a legitimate reason for doing so and are able to do so by law.  Your information is shared with third parties at times but only for the fulfilment of services, this includes your information being shared with our Roots Delivery store partners, our drivers and customer support teams to improve our services.
We do share your information for health and safety purposes and where we are legally obligated to do so either by law, for regulatory or fraud checks or where we are requested to provide information in a legal case.    Security We use vigorous security technology and policies in order to ensure that the information we hold about you is protected.  Where you have been given the option to use a password to allow you to access certain parts of the website or app, you are responsible for keeping this password confidential. Naturally, we advise you not to share your password. Unfortunately, the transmission of information via the internet is not completely secure. Although we do make a concerted effort to protect your information, we cannot guarantee the security of your data on the website or apps; any data transmission is at your own risk. Once we have received your information, we take security procedures and security features very seriously to try to prevent any unauthorised access.   Your Rights  Under local data protection law, you have many rights prevalent to the data we hold about you. Any additional information on your rights in your area / country should be found by contacting your data protection authority. If you wish to exercise these rights, please contact us using the details set out further down this page.    Privacy Policy Changes  Any and all changes made to our privacy policy will be publicly posted on our Roots Delivery Website and to our App, where appropriate this information would also be sent out via email or app notification.    This privacy policy was last updated on February 4th 2021.    Complaints If you do not believe a complaint has been satisfied accordingly, or believe the way we have processed your information does not comply with data protection law, you can make a formal complaint to the data protection regulator in your area or by contacting us using the details further down this page.    Roots Delivery Company Details Roots Delivery Ltd, 144 Chatsworth Drive, Mansfield, NG184QX, UK    admin@rootsdelivery.co.uk

Question 3

Business Privacy Policy

Accepted Answer

Updated: 13 January 2021   Our Contact Details If you have any issues or any questions in regard to this privacy policy or how we handle your data, please don’t hesitate to contact us via our business email at: Admin@rootsdelivery.co.uk   The Information we collect  We collect your information in a number of ways, this happens when we onboard a new store as a partner and when you use the store management function on the website or the app.  There are more details on the way in which your details are collected listed here.    Lead Generation Sometimes when looking for new stores to partner with we will acquire your contact details through a third party source such as Google or a publicly available source or business data provider. It may also be the case that another business contact may have passed on your details.    Negotiation of a contract and onboarding a new Roots Delivery Partner When we negotiate a contract with a Roots Delivery Partner or when we are first onboarding a new Roots Delivery Partner we will ask you as a Roots delivery Partner representative to provide information such as your name, contact details and business address.  Throughout the onboarding process we also create a business profile for the Roots Delivery Partner and we will ask you to provide information in order to build and maintain this partner profile, which will also include business payment data.    Management When a new Roots Delivery Partner has been onboarded we will process your personal data as a Roots Delivery Partner, in order to properly manage the Roots Delivery Partner's relationship with Roots Delivery.  We also collect technical information from the mobile device or computer you use to access our systems such as its operating system, the device and connection type and the IP address from which you are accessing the website and/or app.    Payment When payments are made to, or received from our Roots Delivery Partners payment files are created for the purpose of processing payments which includes Roots Delivery payment data and as a Roots Delivery partner this can include your name.    Your Location When you have provided permission at a device level, we may process your location data obtained from your use of the business Apps.    Support If you require business support from us, we may collect certain information such as your query details and your contact details as a Roots Delivery partner.    Cookies We use cookies and other similar technology to enable automatic logins on our apps and to gather technical information about devices logged in that may affect the technical functionality of our business or customer apps.  You are able to disable / delete these cookies from your device through your settings, however doing so may lead to certain functions within the app becoming unavailable.    Info about our services We can and may collect information about you from the feedback you provide us.  When using our third party websites or applications alongside Roots Delivery, including during the onboarding process, these sites may collect and process your information independently of Roots. We would therefore recommend that you check their privacy policies in order to understand the way in which they may process your personal data.    How and why we use your information  We only process data we collect if there is a justifiable reason for doing so and if that reason is permitted under data protection law.
If we were to process your data in order to enter into a contract; we would be doing so with your consent and we would therefore have justifiable reason to process your data; this is done where it is in the public interest for us to do so or where we have a legal obligation to do so.    Direct Marketing Where there is a justifiable reason and we are permitted by law, we may use your information to keep you updated via email about any products, services and promotions that we think would be relevant to you.  These emails are only sent with your consent and you are entitled to unsubscribe from these emails at any time.    Sharing your information Your information is not shared with anyone outside of Roots Delivery and its third party services at this time. We are extremely careful and public about who else your information would be shared with should this change.    Information Retention  We will not hold onto your information for any longer than we believe is necessary for the purposes of our services.    Your Rights  Under local data protection law, you have many rights prevalent to the data we hold about you. Any additional information on your rights in your area / country should be found by contacting your data protection authority. If you wish to exercise these rights, please contact us using the details set out further down this page.    Privacy Policy Changes  Any and all changes made to our privacy policy will be publicly posted on our Roots Delivery Website and to our App, where appropriate this information would also be sent out via email or app notification.    This privacy policy was last updated on February 4th 2021.    Complaints If you do not believe a complaint has been satisfied accordingly, or believe the way we have processed your information does not comply with data protection law, you can make a formal complaint to the data protection regulator in your area or by contacting us using the details further down this page.    Roots Delivery Company Details Roots Delivery Ltd, 144 Chatsworth Drive, Mansfield, NG184QX, UK    admin@rootsdelivery.co.uk

Question 4

Food Hygiene & Allergen Policy

Accepted Answer

This policy is in place in order to outline expectations of food hygiene, food hygiene rating requirements and adherence to regulations set by the FSA, Food Standards Agency.   The Food Hygiene Rating Scheme provides information in order to allow consumers to make informed decisions based on a stores hygiene standards.

This policy states the minimum rating required in order to sell products through the Roots Delivery online platform and explains where this information can be found by customers.   Minimum Requirements: The food hygiene rating minimum requirements for Roots Delivery are set at a rating of 4 stars and above. This is an FSA hygiene rating of atleast 4 in order to be featured on the Roots Delivery platform. Roots Delivery will not accept new stores that do not meet these requirements unless you fall within a specific exception.   How it works: Food hygiene inspections are carried out on an annual basis by local authorities on behalf of the FSA (Food Standards Agency). Ratings range from 0 - 5. Each rating provides information about the standard of a stores food hygiene and a rating of at least 4 is required to be featured on Roots Delivery platform. Restaurant hygiene information is displayed in the business description section of the stores details.   Expectations for our stores: All Items sold on the Roots Delivery platform must comply with applicable law, food safety legislation and Roots Delivery's policies. Our services may be suspended from a store, if said store is found to be in breach of these obligations. Our customers health and safety is taken seriously at Roots Delivery and we believe this is a shared view with our store partners. Each store is responsible for ensuring that the products sold are safe and comply with any applicable law or food hygiene regulations. If you are not sure of any requirements, help is available by referring to FSA guidance pages; https://www.food.gov.uk/business-guidance/food-hygiene-for-your-business   As a retailer of produce, we expect our stores to have a food safety management structure in place. This structure should contain all aspects of the food safety and hygiene standards for the business in compliance with food hygiene regulations.   These aspects include (but are not limited to): Allergen information Cross Contamination Chilling, defrosting, freezing, cooking and reheating Temperature control: chilled and hot holding Takeaway packaging Pest Control HACCP Plans COSHH Staff Training Maintenance of the store Cleaning and waste management Supplier Assurance Traceability Recall / Withdrawal And Monitoring and Auditing.   Allergen Information:   All allergen information for our stores is stored in the business description or business photos section of our stores details, as well as within the individual item's description.
If you aware of any allergies or intolerances please ensure you check this information prior to ordering or consuming.   The 14 allergens that must be indicated as present in food are: Cereals containing gluten, namely: wheat (such as spelt and khorasan wheat), rye, barley, oats Crustaceans for example prawns, crabs, lobster, crayfish Eggs Fish Peanuts Soybeans Milk (including lactose) Nuts; e.g. almonds, hazelnuts, walnuts, cashews, pecan nuts, Brazil nuts, pistachio nuts, macadamia nuts Celery (including celeriac) Mustard Sesame Sulphur dioxide/sulphites, where added and at a level above 10mg/kg or 10mg/L in the finished product (e.g. preservative in dried fruit) Lupin Molluscs, e.g. mussels, whelks, oysters, snails and squid

Question 5

Cancellation & Amendments

Accepted Answer

You can cancel or amend any of your current orders up to 24 hours before your agreed delivery time slot. You can make changes to your order by going to 'More' and selecting 'Cancellations and Amendments', fill out the 'cancel or amend order form'. The reason we have this form is because all of the stores we provide delivery for, are local and independent stores that in some cases will order specific stock for your order.    After you submit your order form we will contact the business as soon as possible and confirm they are happy to cancel your order. At this point we will confirm your order cancellation, you will be able to see the refund as a credit approximately 5-10 business days later, depending upon the bank.

Question 6

Refunds

Accepted Answer

Once we have received your product, we’ll refund your money in the same way you initially paid for it.
 By credit or debit card – Your money will go back onto the same card. Allow 2-3 working days for the refund to show in your account.
 If you purchased at an offer price, your refund will be based on that promotional price.   If you are returning items that were purchased on a promotion, such as ‘Buy one get one half price’ or ‘3 for 2’, then the promotion will no longer apply and your refund value will be adjusted accordingly.

Question 7

Deliveries

Accepted Answer

Delivery will be made to the address specified by you when you place your order. We will deliver your order to the main entrance of the delivery address. At your request, our driver may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if: a. the driver has your permission and b. our driver believes that it is safe and practical to do as you request.

We always reserve the right to deliver only to the main entrance of the delivery address.
 For deliveries to customers at a business address, we can deliver to the ground floor communal entrance of your business, but unfortunately, we are not able to come to your desk. If your business has a shared ground floor reception, this is where we will deliver your shopping.
 Delivery times will be agreed with you at the time of placing your order.
 All goods must be signed for on delivery by an adult aged 18 years or over. Roots Delivery follows a "Think 25" policy when delivering age-restricted items, so if the person receiving the goods looks under 25, proof of age will be requested. If proof is not available and there is no-one of that age at the address when delivery is being made, the goods will be retained by the driver. If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and you will need to contact our Customer Service Centre to re-arrange delivery (see below for contact details).
 In these circumstances, if we have to return to deliver the goods, a further charge may become payable provided that delivery is attempted at the agreed time. Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

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