Effective Date: 05 March 2026 | Version 1.1
1.1 These Terms and Conditions constitute a legally binding contract between you ("the Customer") and StoreNova Ltd. By clicking "Place Order" or "Register," you confirm that you have read, understood, and agreed to be bound by these terms. We recommend you download a copy of these terms for your records.
1.2 StoreNova is the Merchant of Record. This means we are the legal entity responsible for processing your payment. Payments are facilitated through Stripe Connect, a service provided by Stripe Inc. "StoreNova" will appear on your bank or credit card statement. All transactions are processed in accordance with PCI- DSS security standards and Strong Customer Authentication (SCA) under UK financial regulations.
1.3 While StoreNova processes the payment as the Merchant of Record (MoR), the Contract of Sale for the goods is between you and the Vendor. StoreNova is not the manufacturer or preparer of the food.
1.4 We are your first point of contact for all payment queries, billing disputes, and refund requests. You do not need to contact the Vendor for financial resolution.
1.5 To ensure clarity and protect all parties, the transaction is governed by two distinct legal pillars:
StoreNova provides the digital marketplace, payment processing infrastructure (via Stripe Connect), payment security, and delivery coordination. Our service to you is the provision of a secure and functional platform. The legal contract for the sale of goods is formed directly between you and the Vendor. While we handle the money, the Vendor is the Principal responsible for the quality, description, and safety of the food and products.
1.6 Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or the Digital Markets, Competition and Consumers Act 2024. As the MoR, StoreNova guarantees your right to a refund for faulty goods, regardless of our settlement arrangements with Vendors or Stripe.
1.7 Vendors listed on the StoreNova Platform operate as independent businesses. Nothing in these Terms creates, or shall be deemed to create, any relationship of employment, agency, partnership or joint venture between StoreNova and any Vendor. Couriers engaged to deliver orders are independent third- party service providers. StoreNova does not employ, supervise or control couriers and is not responsible for their independent actions outside the delivery services coordinated through the Platform.
1.8 StoreNova uses third- party delivery partners to facilitate order fulfilment. StoreNova reserves the right to change, add, or remove delivery partners and their service offerings from time to time at its sole discretion, without prior notice to the Vendor.
1.9 These Terms shall be read together with Schedule 1 (Definitions), which forms an integral part of these Terms. In the event of any inconsistency between this Schedule and the main body of the Terms, the main body shall prevail unless expressly stated otherwise.
1.10 In these Terms, headings are for convenience only and do not affect interpretation. Words in the singular include the plural and vice versa. References to legislation include amendments and replacements. References to "including" or "includes" mean "including without limitation."
2.1 In accordance with the Digital Markets, Competition and Consumers Act 2024, StoreNova operates a strict "No Drip Pricing" policy. Before confirming payment, the Platform displays a "Total Price" including the base product cost, mandatory service fees, VAT, and minimum delivery charges. Optional upgrades update the price immediately. No mandatory fees are added during the final checkout stage.
2.2 If a product is listed at an obvious pricing error (e.g., £0.00, £0.01 or clearly incorrect due to technical error), no contract is formed until a "Dispatch Confirmation" or "Order Preparation" notice is issued. StoreNova may cancel such orders and will refund all monies to your original payment method via Stripe Connect.
2.3 Vendors may change their prices at any time. However, once you receive an order confirmation, the price for that specific order is fixed and cannot be increased by the Vendor or StoreNova.
3.1 StoreNova is a digital marketplace connecting you with independent Vendors. While we vet Vendors for their food hygiene ratings, the Platform does not prepare, pack or sell food items or control the kitchen environment. Vendors may handle various allergens and StoreNova cannot guarantee an "allergen- free" environment. If you have severe allergies, contact the Vendor directly before ordering.
3.2 Pre- packed for Direct Sale (PPDS) items must arrive with legally required labelling, including allergen highlighted (usually in bold, italics, or a different colour).
3.3 For made- to- order items, allergen information must be provided digitally and upon delivery.
3.4 Your safety is our priority. Therefore, you must inspect all food packaging immediately upon delivery. If required allergen labels are missing or unclear, do not consume the item. Report this to StoreNova for a refund and investigation.
4.1 You have a right to reject goods that are not of satisfactory quality.
4.2 For perishable foods, you must report any Patent Defects within 6 hours of delivery; otherwise the goods are deemed accepted.
5.1 StoreNova ensures delivery services are performed with reasonable care and skill, including through approved third- party couriers. While we utilise third- party couriers (such as Stuart and Gophr), StoreNova remains your primary point of contact for delivery- related failures.
5.2 Delivery times are estimates only and are non- binding. StoreNova shall not be liable for delays caused by external factors unless the delay exceeds a reasonable time for perishable goods.
5.3 For secure orders, you will be issued a unique Delivery Code. Providing this code to the courier constitutes your legal acknowledgment that the goods have been delivered and that the outer packaging is in an acceptable condition.
5.4 If you choose a Safe Place drop- off, risk passes to you once the courier provides a proof- of- delivery photo. StoreNova shall not be liable for theft, spoilage, or damage after that point.
6.1 As the MoR, StoreNova acts as the neutral mediator for all disputes. We adjudicate claims based on the Balance of Probabilities.
6.2 Refunds may require photographic evidence and timely reporting (within 6 hours for perishables).
6.3 While StoreNova's internal decisions are final regarding platform- held funds, this does not affect your statutory right to pursue a claim against the Vendor under the Consumer Rights Act 2015.
7.1 StoreNova may be required under UK tax, financial or regulatory laws to collect and report certain Platform transaction data to HM Revenue & Customs (HMRC) or other authorities.
7.2 Any reporting obligations primarily relate to Vendor transaction data. StoreNova does not routinely report Customer personal data to HMRC, except where required by law.
7.3 As part of payment processing, certain personal and transaction data may also be securely shared with Stripe Connect per Stripe's privacy policy and KYC/anti- fraud obligations.
8.1 StoreNova's total liability for any claim is limited to the Gross Order Value (including delivery).
8.2 We shall not be liable for indirect, incidental, or consequential losses, including but not limited to loss of enjoyment, disappointment, or wasted time.
8.3 Nothing in these terms seeks to exclude or limit liability for death, personal injury caused by negligence, or for any other matter for which it would be illegal to exclude liability under English Law.
StoreNova shall not be liable for any delay or failure to perform its Services where such delay or failure results from events beyond its reasonable control, including but not limited to natural disasters, public health emergencies, government restrictions, supply chain disruptions, cyber incidents, or third- party service outages (including payment processors or delivery partners).
Where such events materially delay your order, we will notify you and, where appropriate, offer a refund in accordance with your statutory rights.
For the purposes of these Terms and Conditions, the following definitions apply:
"Balance of Probabilities" means the standard of proof used by StoreNova when assessing disputes, meaning whether an event was more likely than not to have occurred based on the available evidence.
"Contract of Sale" means the legally binding contract formed directly between the Customer and the Vendor for the purchase of the Goods.
"Couriers" means independent third- party delivery service providers engaged to collect and deliver orders placed through the Platform, including but not limited to third- party logistics partners such as Stuart and Gophr.
"Customer" means the individual placing an order through the StoreNova Platform.
"Delivery Code" means the unique one- time code issued to the Customer for secure delivery confirmation.
"Dispatch Confirmation" means the notification sent to the Customer indicating that the Vendor has begun preparing or dispatching the goods, at which point a binding Contract of Sale is formed.
"Goods" means the food items or other products offered for sale by Vendors through the StoreNova Platform.
"Gross Order Value" means the total amount paid by the Customer for an order, including the base price of the goods, delivery charges, and any applicable taxes or service fees.
"HMRC" means His Majesty's Revenue and Customs, the UK tax authority.
"KYC" means Know Your Customer, the identity verification and anti- fraud checks required under financial regulations.
"Merchant of Record" or "MoR" means StoreNova Ltd, the entity legally responsible for processing payments for Customer orders, including refunds and financial dispute resolution.
"Order Preparation Notice" means a notification sent by the Platform indicating that a Vendor has started preparing the Goods.
"Patent Defects" means visible or obvious defects in perishable goods upon delivery, including but not limited to incorrect items, damaged packaging, or goods that are cold when they should be hot.
"PCI- DSS" means the Payment Card Industry Data Security Standard, which governs secure handling of payment information.
"Platform" means the StoreNova digital marketplace, including the mobile application, website, and associated service infrastructure used to browse, order, or pay for goods.
"PPDS" means Pre- packed for Direct Sale, food that is packaged by the Vendor before the Customer orders it, as defined under the Food Information Regulations 2014.
"Principal" means the Vendor in its capacity as the legally responsible seller of the Goods under the Contract of Sale.
"Safe Place" means a delivery location chosen by the Customer (other than direct hand- to- hand delivery) where the courier is authorised to leave the goods.
"SCA" means Strong Customer Authentication, a security requirement under UK financial regulations for electronic payments.
"Services" means the services provided by StoreNova through the Platform, including payment processing via Stripe Connect, order placement, delivery coordination, dispute mediation, and customer support.
"Stripe Connect" means the payment facilitation service operated by Stripe Inc. used by StoreNova to process Customer payments and Vendor settlements.
"Total Price" means the total amount displayed at checkout before payment, inclusive of the base product price, mandatory service fees, delivery charges, and applicable taxes, in accordance with the Digital Markets, Competition and Consumers Act 2024.
"Vendor" means an independent business offering goods for sale through the Platform. Vendors are not employees, agents, partners or representatives of StoreNova.
"Vendor Transaction Data" means any sales, financial, or identity information relating to a Vendor that StoreNova may be legally required to report to HMRC or other competent authorities.
Version Control: Version 1.1 | Date: 05 March 2026