Help Centre

Terms & Conditions

1. APP TERMS AND CONDITIONS

   APP TERMS AND CONDITIONS

   1. Introduction
      1. This page tells you the terms of use (the "Terms") on which you may make use of our website or any mobile app we make available via an app store, whether as a guest or a registered user. Please read these Terms carefully before you start to use our Website or App (as defined below). 

    

   1. When certain words and phrases are used in these Terms, they have specific meanings (these are known as "defined terms"). You can identify these defined terms because they start with capital letters (even if they are not at the start of a sentence). Where a defined term is used, it has the meaning given to it in the section of these Terms where it was defined (you can find these meanings by looking at the sentence where the defined term is included in brackets and speech marks). 

    

   1. In these Terms, when we refer to “WSH”, "we", "us" or "our", we mean WSH (set out below) and when we refer to "you" or "your" we mean you, the person accessing or using the Website or the App.
   2. Information about us
      2. This App is operated by WSH Group Limited, which is a company registered in England and Wales under company number 04044505, with its registered office at 300 Thames Valley Park Drive, Reading, United Kingdom RG6 1PT (the “WSH”).

    

   2. WSH operates the website in the UK (the “Website”) and the mobile app (the “App”). 

    

   2. Use of any feature of the Website or the App will constitute acceptance of these Terms which, together with our Privacy Notice, govern our relationship with you in relation to any feature of Website or the App. For information on how we store and use personal data please read our Privacy Notice. 

    

   3. Website and App
      3. Where WSH and its brands provide catering services to its clients and/or to the public (“Location”), the Website and the App enables you to (i) use the Click & Collect system to order, collect and/or arrange delivery of certain products at Locations (“Click & Collect”); and (ii) the collection and redemption of loyalty points/stamps (“Loyalty Card”) and to potentially benefit from promotional vouchers at participating Locations (“Vouchers”).  The Website or the App will need to be registered to your personal account (“Account”) in order for you to use Click & Collect, receive points/stamps on your Loyalty Card, and use Vouchers (if applicable).
      4. In order to utilise the Website or the App, the following requirements must be met: 
   4. You must be aged 16 or over to download the App and access any of the features; 
   5. By ordering alcohol, you are agreeing that both you and the intended consumer are aged 18 or over. Proof of age may be required when the product is delivered. Customers who are unable to provide valid ID on request will not receive, and will not be refunded for, the alcohol ordered; 
   6. The App requires a suitable payment card to process orders; and 
   7. Admission and service at licensed premises are subject to licensing laws.  

    

   4. Registering your Account 
      4. The Website and App are made available free of charge and can be downloaded from the Google Play Store or Apple App Store. The Website and App may be suspended temporarily or permanently and without notice in case of system failure, maintenance or repair or for other reasons beyond our control.  We reserve the right to make changes to the Website and App from time to time, to include the removal, modification and/or variation of any elements, features or functions of the Website and App. We will not be liable to you if for any reason the Website or App are unavailable at any time or for any period. We may update the Website and App and/or change the content on them at any time.

    

   4. You will need to register your mobile device against your Account before the App can be used. You can use the App to create a new Account or you can register the App against your existing Account. If you change mobile devices, you will need to re-download the App and login on your new mobile device in order to access your Account. Certain mobile devices may not support the App, in which case you can alternatively register an Account by going to the Website. An Account registered on the Website can also be accessed and used via the App.

    

   4. The Website and App is only available with an internet connection and any and all charges incurred during your use of the Website and/or App are subject to your agreed terms and conditions with your internet or mobile provider.

    

   4. The Website and App and the content on it are provided for general information purposes only. They are not intended to amount to advice (medical or otherwise) on which you should rely. You may only use the Website and App for your own domestic, private and non-commercial use.

    

   4. Where there is an option to register for a particular area of the Website or App and you choose or are provided with a user identification code, username and/or password, you should treat this information as confidential.  It is your responsibility to maintain the confidentiality of your passwords and Account information.  Each registration is for a single user only.  We reserve the right to disable any identification or password, chosen or allocated, at any time, if in our reasonable opinion we believe you have failed to comply with these Terms.  You are responsible for the security of any passwords issued to you.

    

   4. We shall not be liable to any person for any loss or damage which may arise as a result of any failure by you to protect your password or Account. Should you become aware of or suspect any unauthorised use of your password or account, please contact us using the email address set out in paragraph 10 (General) below.  If we become suspicious of any fraudulent activity coming from your Account, we reserve the right to refuse you access to your Account and can delete the Account.

    

   4. Other than personal information covered under our Privacy Notice, any material you post to the Website or the App (where this is possible) shall not be confidential.  We shall be free to copy, disclose, distribute, incorporate and otherwise use any material and data, images, sounds, test and other material embodied in the posting or upload for any purpose.  You must not post any material on the Website or the App that is threatening, offensive, discriminatory, blasphemous, in breach of confidence or privacy or any material that could cause any harm to the Website or the App through the use of viruses, logic bombs, malicious software, worms or any similar technical misuse of the Scheme.  Any misuse shall be disclosed to law enforcement authorities at our discretion.

    

   4. You may cancel and/or delete your App at any time but if you do so, you may forfeit the right to any points that have accumulated on your Account that have not been used.  We may ask you to delete the App in accordance with our instructions.

    

   5. CLICK & COLLECT (AND DELIVERY)

   Placing an order

   5. At participating Locations, you will be able to browse, select and order certain products online via the Website or the App by using the Click & Collect system. To make a purchase, select any items that you wish to add to your order and proceed to the checkout screen. After you have finished your selection, click on “Proceed to Checkout” and you will be asked for certain details to complete your order and make payment.

    

   5. Items selected in an order may be (i) collected by you from a designated collection point at a Location (a “Collection Point”), and/or (ii) delivered to you at a designated delivery point at a Location (a “Delivery Point”).  When placing an order, the Website or the App will prompt you at the checkout screen to select either a Collection Point or a Delivery Point. You will also be prompted to select your preferred time slot for collection or delivery of your order. You will only be able to collect and/or receive delivery of an order at a Collection Point and/or a Delivery Point at the Location, no other collection or delivery locations will be accepted by us.
   6. The acceptance of orders via the Website or the App for products shall be at our entire discretion. Our acceptance of an order occurs when you receive an on-screen message, email confirmation or push notification on the App confirming your order has been placed. Up until this point, we may decline to provide you with the products without giving any reason. Our confirmation of your order will include details of your order which you may need to present to collect and/or receive delivery.

    

   5. Should you have any difficulty in placing your order via the Website or the App, or if you would like further information on the products available to purchase, product prices, the available Collection Point(s) and/or Delivery Point(s) at a Location, and the available time slots for collection and/or delivery, please contact a WSH and/or associated brand employee at the Location.

   Payment

   5. During the checkout process you will be asked to enter your payment details. Where you are using either a credit or debit card, by completing your payment details you confirm that the credit or debit card being used is yours. Payment will be made online via the Website or the App at the checkout screen. There may be one or more methods of purchase available at a Location. Unless otherwise stated in writing the prices quoted on the Website or the App are inclusive of VAT and any other applicable taxes.

    

   5. At participating Locations, you may have the ability to make payment at till point using your App (“Cashless System”). You can ask at the Location(s) whether the Location offers a Cashless System.

    

   5. To use the Cashless System, the App can be topped up using a credit or debit card. You can check your balance online via your Account. You will only be able to redeem your pre-paid credit against future purchases at participating Locations. The transaction total will be deducted from the balance on your Account. By using the Cashless System, you will still automatically accrue loyalty points on your Account on valid purchases made.  There is no minimum amount that can be loaded on to your Account and it is your responsibility to ensure that the figure entered for authorisation is correct.

   Your order and refunds

   5. You should always check your order when collecting it at the Collection Point or at the time of delivery at the Delivery Point. Unless you notify one of the WSH and/or associated brands employees at the Location immediately on receipt of the order that any part of the order is missing or incorrect, this constitutes your acceptance of a complete and satisfactory order.

    

   5. You should comply with any instructions and recommendations of ours in relation to the storage and/or use of products (for example and without limitation, use by dates).

    

   5. If we supply you with a product which is not of satisfactory quality, unfit for purpose or is not as described, you can return it for a full refund. In the event of an error, whether on the Website or the App, in an order confirmation, in processing an order, in delivering a product or otherwise, we reserve the right to correct such error and revise your order accordingly, or to cancel the order and refund any amount charged. In the unlikely event that the items ordered are not available or we cannot supply you with the product(s) ordered, we will inform you of this and you may choose equivalent product(s) of the same value or we will refund any amounts already paid by you.

    

   5. If you are entitled to a refund under these Terms, we will make the refund due to you as soon as possible to the same method used for payment. Please allow 3-5 business days for any refund to be processed (this will be in addition to your individual banking lead times which may take longer).

    

   5. Our delivery service may be delayed in the event of a high volume of orders. If our delivery of your order is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to receive a refund for any products you have paid for but not received.

    

   5. We reserve the right to decline to accept any order we may consider unreliable based on the user’s history.

   Cancellation

   5. Please be aware that statutory rights of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to certain products (for example, food). Orders cannot be cancelled on the day of collection and/or delivery. Some Locations may offer you the ability to cancel and order once it has been placed, please contact one of the WSH and/or associated brands employees at the Location for more information.

    

   6. COMPANY ID CARD
      6. If the Location enables the use of the Website or the App via your employer’s company ID card you will need to know what the ID card number is in order to register it with your Account. If in doubt, the department who issued your card should be able to tell you the card number, this is usually the security department. Your employer’s company ID card will need to be registered with your Account before using any feature of the Website or the App.

    

    

   7. YOUR LOYALTY CARD
      7. Where a loyalty scheme is offered, loyalty points/stamps can be accrued and redeemed against certain purchases made at the Location(s).  We reserve the right to change the value of the loyalty points/stamps accrued on any purchase or product and restrict the products against which loyalty points/stamps may be redeemed at our discretion.  Please ask a WSH and/or associated brands employee at the Location for more information.

    

   7. Points/stamps will be earned against purchases via the Website or the App at the time of purchase when the transaction is complete, or where a till and card reader is present, when payment is complete. If you cancel an order or are entitled to a refund in accordance with these Terms, any points/stamps you have accrued against such order (or part order) will be removed from your Account. If you cancel an order or are entitled to a refund in accordance with these Terms, which was purchased by redeeming points/stamps, we will reissue the value of such points/stamps to your Account.

    

   7. If the loyalty terminal is not working and/or if our systems are down due to an event beyond our control, you may not be able to accrue points/stamps.  However, we will not be responsible for any loss suffered by you in such circumstances particularly if you are unable (in these circumstances) to collect or redeem points/stamps against your current transaction.

    

   7. Points/stamps will accrue on the entire transaction (provided no excluded items are being purchased).

    

   7. An Account can hold an unlimited number of loyalty points/stamps. You can check how many points/stamps you have and also redeem points/stamps at the Location and on any purchase through the App.  You can also check the number of loyalty points/stamps you have collected by visiting the App or logging into your Account on the Website.

    

   7. You will only be able to redeem your loyalty points/stamps against purchases made at the Location(s). Each point has a redemption value of 1 pence (1p). The number of points used will be deducted from your Account.

    

   7. When using your points to make a part of full payment, all available points must be redeemed against the purchase.

    

   7. If you have a discrepancy regarding the number of points/stamps on your Account, we may require you to provide receipts as proof of purchase to back up any claim.  If the evidence is satisfactory (to us), we will change the points/stamps allocated to the applicable Account to reflect the correct position.
   8. We will not exchange points/stamps for cash and reserve the right to remove from your Account any points/stamps that have not been redeemed for over 12 months.
   8. INTELLECTUAL PROPERTY
      8. Any graphics, artwork, information, trademarks, audio or video (the “Intellectual Property”) are either our property or licensed to us by a third party.  You may only use the Intellectual Property for your personal non-commercial use, unless you otherwise have our prior written approval. Any unauthorised use may give rise to a claim for damages and/or be a criminal offence. Nothing in these terms grants you any legal rights in the Website or the App or its content other than as necessary for you to access it.

    

   9. LIABILITY – PLEASE READ THIS CAREFULLY
      9. Nothing in these Terms excludes or limits our liability for:
         9. death or personal injury caused by our negligence;
         10. fraud or fraudulent misrepresentation; and
         11. any matter in respect of which it would be unlawful for us to exclude or restrict our liability.

    

   9. Subject to clauses 9.1 and 9.3, our maximum liability to you, in respect of any order made via the Website or the App, will be limited to the value of that order (which includes any delivery and service charges) paid by you.

    

   9. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time of the conclusion of the order.

    

   9. Nothing in these Terms affects your statutory rights. Advice about your statutory rights is available from your local Citizens' Advice Bureau or Trading Standards Office.
   10. GENERAL
       10. We may change these Terms as is necessary by updating them on our Website and/or App.  You should check the Website or the App from time to time to review these Terms, because they are binding on you.

    

   10. We do not accept any responsibility for any errors or omissions on the Website or the App and we may make changes in our sole discretion.  In particular, we do not represent nor warrant that the Website or the App will be error free, free of defects or harmful components, or that defects will be corrected.

    

   10. We may transfer the benefits of these Terms to a company in the same group as WSH and/or its associated brands and if we do so, your rights will not be affected in any way.

    

   10. These Terms are governed by English law and subject to the exclusive jurisdiction of the English Courts.

    

   10. If you have any queries regarding the Website, the App or about these Terms, please: 
       • contact us at help@wshsupport.com; or 
       • you can write to us at WSH Group Limited, 300 Thames Valley Park Drive, Reading, United Kingdom RG6 1PT.