Zavengo Delivery Service
Last updated: July 10, 2026. By using the Zavengo service, you agree to these terms.
•Zavengo is operated by Zavengo Ltd ("Zavengo", "we", "us", "our"), a company registered in England and Wales (Company Number 17138225).
•Zavengo provides a technology platform connecting customers with independent delivery drivers ("Drivers"). We are not a retailer and not the buyer or seller of the goods, when a Driver accepts your order, that Driver buys the items you selected from a third-party shop in your name and on your behalf, as your agent. Zavengo's role is to arrange this and handle payment.
•Our agreement with you relates solely to the provision of software enabling you to order a delivery. A separate agreement is formed between you and the Driver when a Driver accepts your order.
•Our services are available via the website (zavengo.com), progressive web app, and native iOS/Android applications ("the Service").
•Customers can access the Service via the website, web app, or the Zavengo customer app. Drivers must use the Zavengo Driver app. Admin and Support staff can access via the website or their respective native apps.
•By using the Service, you consent to receiving communications electronically via email, SMS, push notifications, and in-app messages.
•You agree that all agreements, notices, and communications we provide electronically satisfy any legal requirement for written communication.
•You may need a Zavengo account to use certain features. You are responsible for maintaining the security of your account credentials, including OTP codes.
•You must provide accurate and current information. Notify us immediately if you suspect unauthorised access.
•You must not use the Service for fraudulent purposes, in connection with criminal activity, or in any way that disrupts the Service.
•We reserve the right to refuse service, terminate accounts, or remove content at our discretion.
•Our target delivery time is 20–60 minutes, depending on availability, distance, and other factors. This is an estimate, not a guarantee.
•We deliver within our local service area, currently up to approximately 3 miles from an available Driver. Addresses outside that area cannot be served, though a higher-priced "premium" delivery may be offered for some addresses just beyond it (see section 5). The delivery area is set in our service configuration and may change on reasonable notice.
•By placing an order, you agree that we may share your personal details (including address and phone number) with nearby Drivers.
•We show you a live availability status (for example "available", "limited", or "busy") so you know roughly how quickly an order is likely to be picked up. This is an indication only, not a guarantee, and is not a live count of Drivers.
•If no Driver accepts your order within a reasonable timeframe, we may cancel it and notify you.
•You must be available at the delivery address to receive your order. If the Driver cannot contact you upon arrival, where you have allowed it non-age-restricted items may be left in a safe place and you will be charged in full; otherwise the items are kept and the order is treated as completed (see section 24). Age-restricted items cannot be left without ID verification and will not be delivered.
•A secure delivery PIN is provided for each order. You must present this PIN to the Driver to confirm receipt. Keep your PIN secure, Zavengo accepts no liability for loss from unauthorised use of the PIN.
•When you place an order, you appoint the Driver who accepts it as your buying agent and authorise that Driver to purchase the items you have selected from a third-party shop in your name, on your behalf, and for your account. You are the principal in that purchase: you choose whether substitutions are allowed (section 10) and you may cancel the Driver's authority at any time before they buy (section 12). Zavengo is the platform that arranges this and handles payment, we are not the buyer or seller of the goods. The price you pay for goods is the actual retail price the shop charges, with no mark-up, plus a separate delivery fee and service fee for the platform service and Driver compensation.
•Currently, Zavengo charges no mark-up on items: you pay the actual retail price the shop charges, plus the published delivery fee and service fee. We reserve the right, at our discretion, to change the delivery fee, the service fee, or any other charges at any time, on reasonable notice, and to introduce mark-ups, surcharges, or other pricing mechanisms in future. Any such change will only apply to orders placed after the change takes effect and will be communicated under section 33 (Changes to Terms).
•Estimated prices shown at checkout are based on current retail data and may vary slightly from final purchase prices. Where actual prices differ from estimates, the difference will be reconciled after delivery.
•Delivery fees are displayed at checkout and cover the platform service and Driver compensation.
•Your delivery fee and service fee are fixed amounts, shown in full before you confirm; they do not change with your distance or with demand. We may change these fixed fees on reasonable notice (see above). For addresses beyond our standard delivery area, a higher-priced "premium" delivery may be offered that you can choose to accept or decline, we never apply it without your explicit opt-in.
•You may add an optional "boost" to your order. The boost is a genuinely optional speed premium, a tip on top of the standard fees that makes your order more attractive to Drivers so it is picked up faster. It is entirely your choice, is shown in full before you confirm, and 100% of it is passed to the Driver. You are never required to add a boost for your order to be delivered.
•For custom orders ("Request Anything"), prices are estimated by our AI assistant. Final pricing reflects actual retail prices plus delivery fees.
•Catalogue prices are estimates only and do not form a binding offer to sell at that figure. They may lag the shop's till price and can occasionally contain errors. The binding amount is the actual price the shop charges on the day, captured in line with section 11.
•Obvious errors: where an item's price, size, description, or quantity is clearly wrong (for example a unit typo such as a litre quantity shown for a millilitre product, or a price that is plainly mistaken), we are not obliged to fulfil the order at that figure. We may cancel the affected item or order, or correct it with your agreement, and will refund any amount already taken. This does not affect your statutory rights.
•Some items are sold by weight or in variable measures (for example loose produce or deli items). The final price reflects the actual weight or measure supplied by the shop.
•Items are subject to in-store availability. An unavailable item may be substituted (see section 10) or refunded; we do not guarantee that any specific item is in stock at the time of purchase.
•Minimum and maximum order values may apply.
•All prices are in GBP.
•Our "Request Anything" feature uses an AI-powered assistant to help select items and estimate prices.
•Price estimates are approximate. The AI may suggest items, ask clarifying questions, and recommend alternatives.
•AI-generated estimates are based on retail data and may vary slightly from final purchase prices.
•Conversations with the AI assistant are recorded and stored for service improvement, order processing, dispute resolution, and quality assurance. Conversations may be reviewed by Zavengo staff.
•The AI assistant is not infallible and is not a substitute for professional advice.
•Alcohol, tobacco, nicotine, and vape products are restricted to persons aged 18+ under UK law.
•Challenge 25 applies at the door. If the recipient could be under 25, the Driver carries out a visual age check and, where needed, asks to see valid photo ID (passport, UK/EU photocard driving licence, or a PASS-accredited card). To make this consistent, the app shows the Driver the date-of-birth cutoff for the order (the date on or before which the recipient must have been born to be 18+) so the Driver does not have to calculate ages.
•The Driver records one explicit decision for the doorstep age check on every age-restricted order, "clearly over 25", "ID checked, date of birth on or before the cutoff", or "refused", and that decision is logged by us as the record of the check. We do not ask the Driver to type in or guess the recipient's date of birth, and no biometric or ID-scanning is used: the check is a visual inspection and, where needed, a sight of physical ID only.
•If the recipient cannot satisfy the check, age-restricted items will NOT be handed over. The Driver retains the items, is still paid, and no refund is issued for those items.
•If the recipient is found to be under 18, the age-restricted items are refused, the order is placed under review, and a support ticket is created automatically.
•Proxy purchasing (ordering for someone under 18) is a criminal offence and is strictly prohibited.
•Disposable, single-use vapes are not sold. Their supply was banned across the UK from 1 June 2025; only refillable or rechargeable devices may be offered.
•Tobacco and nicotine products are listed for purchase only and are not advertised or promoted.
•No promotional offers or discounts apply to tobacco products.
•A separate, stricter rule applies to tobacco under the Tobacco and Vapes Act 2026 generational ban: anyone born on or after 1 January 2009 can never be sold tobacco, however old they are. This is distinct from the static 18+ line for alcohol and vapes. For tobacco the app shows the Driver this fixed cutoff, and the Driver refuses the tobacco items to anyone who cannot show they were born before that date.
•Alcohol orders to Scottish addresses: placed between 10am–10pm only, delivery prohibited midnight–6am.
•Alcohol must not be left with a neighbour or redirected.
•Drivers must carry delivery records as required by Scottish licensing law.
•Substitutions are allowed by default. If an item is unavailable, the Driver may buy a reasonable equivalent (a similar product, brand, or size) so your order can still be fulfilled.
•You may turn substitutions off for an order at checkout. If you do, any unavailable item is refunded rather than replaced.
•A substitute is charged at the shop's actual price for the replacement item, reconciled in line with section 11. If a substitute would cost more than 15% above the original item's price, we won't proceed on that swap automatically, we'll send it to you to approve or reject before you're charged for it. If you reject it, or don't respond, that item is refunded rather than substituted. Substitutes within 15% of the original price may be supplied automatically (unless you turned substitutions off), and you're notified either way.
•You may decline an unwanted substitute on delivery and be refunded for that item.
•Zavengo is the platform, not the buyer or seller of your goods. The Driver who accepts your order is YOUR buying agent: they purchase the items from the shop in your name and on your behalf, with their own funds. We never own the goods, never set a retail price, and never add a mark-up. The price you pay equals the actual till receipt total plus our published service and delivery fees.
•Your Driver buys your items with their own funds as your agent, and is reimbursed the exact receipt amount. Your Driver may use their own loyalty or membership card (for example a supermarket points card) when buying your items. Any price discount this earns is passed on to YOU, it lowers the actual till receipt total, which is all you are charged. The Driver may keep any loyalty points earned, as a benefit of using their own card; by agreeing to these terms you consent to the Driver retaining those points.
•At checkout, we place a temporary AUTHORISATION (hold) on your payment card. The hold is the estimated subtotal plus a small price-variation buffer (currently 30%) plus the service fee plus the delivery fee.
•The buffer covers the difference between the catalogue's average price and the price the shop charges on the day. The buffer is NOT a charge, it sits as a hold on your card and is released by your bank when the order completes.
•Once your Driver completes shopping and uploads the till receipt, we CAPTURE only (actual receipt total + service fee + delivery fee). This final charge is taken when we approve the till receipt, normally within an hour of delivery, and at most within 24 hours. The unused portion of the authorisation is released automatically by your bank, typically within 1–5 working days.
•If you cancel before capture, the entire hold is released. No refund record is created because no charge was made.
•Saved payment methods are stored securely by Stripe (PCI DSS Level 1). Zavengo never sees or stores card numbers.
•Apple Pay and Google Pay are supported on iOS, Android, and the web.
•Stripe authorisation holds expire automatically after 5–7 days for card payments; if the order has not completed by then the hold is released without charge.
•In the rare case that an authorisation hold expires before we've settled a completed order, we may charge the exact amount due to the payment method you saved at checkout. If your bank requires you to re-confirm the payment, we'll email you a secure link to do so. You're only ever charged for an order that was actually fulfilled.
•Before payment: cancel at no cost.
•After authorisation, before Driver assignment: the hold is released, no charge applies.
•After Driver assignment, before shopping starts: cancellation fee may apply if a Driver has already incurred travel time. The fee (currently £2.00) is captured from the hold; the remainder is released.
•Once shopping has started: cancellation via the app is not available. Items already purchased by the Driver are captured. Contact support, partial refunds are reviewed case-by-case.
•Once en route or delivered: contact support for issue resolution.
•Refund requests are reviewed by support on a case-by-case basis.
•Refunds are processed to your original payment method within 5–10 business days. Bank-side hold releases may be faster.
•Partial refunds may be issued for missing, damaged, or incorrect items.
•For up to 1 hour after delivery, you can report a problem with specific items directly in the app, selecting the affected items and a reason (such as damaged, wrong item, missing, or spoiled), and we'll calculate the refund for those lines. After that window, contact support and we'll still help. Refund requests are reviewed and approved by our team before the money is returned.
•Your statutory rights come first. If an item is faulty, not as described, or not delivered, for example it arrives damaged, is the wrong item, is missing, or has spoiled, you are entitled under the Consumer Rights Act 2015 to a refund of the amount you paid for that item, returned to your original payment method. We will give you that cash refund whenever you're entitled to one.
•Store credit. For some issues (for example a late delivery, or as a goodwill gesture) we may offer store credit instead of, or in addition to, a refund to your card. Store credit is a goodwill alternative and never replaces your statutory rights: for a faulty, not-as-described, or not-delivered item you can always choose a refund to your original payment method instead, and store credit only applies if you choose it. Where you accept store credit, it:
•is applied automatically to your next order(s), oldest credit first, and shown as a reduction at checkout;
•has no cash value, cannot be exchanged for cash, and is non-transferable;
•may carry an expiry date, which we'll tell you when the credit is issued.
•Under the Consumer Contracts Regulations 2013, perishable goods and opened sealed goods are exempt from the 14-day cooling-off period. Non-perishable items remain subject to those rights.
•For complaints, contact hello@zavengo.com. We aim to respond within 5 working days. Unresolved disputes may be referred to the relevant Alternative Dispute Resolution (ADR) provider.
•By enabling notifications, you consent to receiving order updates, delivery status, and service alerts.
•You can disable notifications in your device settings at any time.
•Referral rewards are credited when a referred customer places their first order.
•Cannot be combined with other promotions. Zavengo may modify or discontinue the programme at any time.
•Contact support via the in-app Help section.
•Support conversations may include text and image uploads, stored securely.
•If you cannot resolve a complaint with your Driver, contact us and we will assist in finding a resolution.
•You are responsible for checking your delivery immediately and notifying the Driver or support of any errors.
•Drivers are independent contractors, not Zavengo employees.
•Drivers must be 18+ and pass identity verification via Stripe.
•Driver compensation is a delivery fee, processed via Stripe Connect.
•To buy a customer's items, Drivers use THEIR OWN funds (their own payment card) at the shop, acting as the customer's buying agent. After the order completes and the till receipt is approved, the Driver is REIMBURSED the exact receipt amount (the cost of the goods) together with the delivery fee, paid to the Driver's Stripe Connect account. Zavengo never buys or owns the goods.
•Drivers may use their own loyalty or membership card (for example a supermarket points card) when buying a customer's items, and may keep any loyalty points earned; any price discount is passed to the customer (it lowers the receipted amount they are charged). Note: your loyalty scheme's own terms may restrict commercial or bulk use of your card, using it for deliveries is at your discretion and risk.
•Drivers must comply with Challenge 25 and all UK licensing laws for age-restricted items.
•When buying alcohol, tobacco, vapes or any other age-restricted product, Drivers must buy it only from a retailer lawfully authorised to sell it (for alcohol, premises trading under a premises licence, club premises certificate or a Temporary Event Notice; for tobacco and vapes, a legitimate retailer meeting the applicable registration and, once in force, licensing rules). Drivers may use any retailer of their choice, but must never source age-restricted goods from an unlicensed, informal or illicit supplier. The itemised till receipt the Driver submits for reimbursement is the record of the authorised retailer the goods were bought from.
•Driver location is tracked during active deliveries for order tracking and safety.
•Drivers must use their own vehicle and equipment, maintained at their own expense.
•Drivers must not contact customers except for reasons directly connected to the delivery.
•All content on the Service (text, graphics, logos, images, software) is the property of Zavengo or its licensors and is protected by copyright and trademark law.
•You may not reproduce, duplicate, copy, sell, or exploit any part of the Service without our written consent.
•You may not use data mining, robots, or similar tools to extract content from the Service.
•The Zavengo™ name, logo, and all related marks are trade marks of Zavengo Ltd (UK trade mark application no. UK00004401578).
•Subject to compliance with these terms, we grant you a limited, non-exclusive, non-transferable licence to access and use the Service for personal, non-commercial purposes.
•This licence does not include resale or commercial use of the Service or its contents.
•All rights not expressly granted are reserved by Zavengo.
•We collect: delivery addresses, order history, contact details, device information, AI conversations, and Driver location during deliveries.
•Payment data is processed by Stripe and not stored on our servers.
•We use cookies and similar technologies. You can manage cookie preferences in your browser settings.
•Data retention: we retain personal data for as long as necessary to fulfil the purposes for which it was collected, and to satisfy legal, regulatory, or accounting requirements. Order and conversation data is typically retained for up to 6 years for tax and legal purposes (HMRC requirement).
•International transfers: some third-party processors may be based outside the UK. We ensure appropriate safeguards (Standard Contractual Clauses or adequacy decisions) are in place.
•You have the right to: access your data, request correction, request erasure, object to processing, request restriction of processing, request data portability, and withdraw consent.
•To exercise any right, contact support. We respond to legitimate requests within one month.
•You have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.
•Items are purchased from third-party shops by Drivers. Zavengo does not manufacture, store, or inspect products.
•We cannot guarantee that any product is free from allergens, including nuts, gluten, dairy, or other substances. If you have allergies, it is your responsibility to check product labels upon delivery.
•Product quality, freshness, and condition are the responsibility of the shop from which items are purchased. If you have concerns about product quality, contact support and we will assist in resolving the issue.
•Product names, descriptions, images, and sizes shown in the app are for guidance only and may differ from the item supplied. Always check the actual packaging, particularly allergen, ingredient, and safety information, before use.
•You may choose to tip your Driver through the app. Tips are voluntary and 100% passed to the Driver.
•Tips do not form part of the order total and are non-refundable once paid.
•If the Driver is at your delivery address and can't reach you, they will read your delivery note, call you, and alert our support team, who also try to contact you, then wait a short grace period. If you still can't be reached, then, depending on what you've agreed and the items in your order, they will either leave non-age-restricted items in a safe place (where you've allowed it), or, where the order cannot be left, complete the trip and keep the items (see the no-show paragraph below).
•Age-restricted items are never left in a safe place and won't be delivered if the recipient can't satisfy the doorstep age check (see section 7), by law they must be handed to a present, verified adult.
•You only pay for what arrives. If individual items are unavailable, or are withheld at the door (for example because they were damaged, or couldn't be age-verified), those items are not charged, your payment is reduced to the items actually delivered.
•If none of your items are available, we cancel the order, release the payment hold (or refund you if you'd already been charged), restock the items, and don't apply a cancellation fee, that's not your fault.
•No-one available to receive the order: if you are not at the address to receive an order that cannot be left in a safe place, in particular an age-restricted order, or one where you did not allow a safe-place drop, then, after the contact and grace steps above, the delivery is treated as completed. You are charged for the order and it is not refunded: the Driver attended your address as arranged and the failure to receive the goods was not theirs or ours, the Driver keeps the items and is paid for the trip. This does not affect your statutory rights where an item is faulty, not as described, or genuinely not delivered.
•Wrong or incomplete delivery address: if the address you gave us is wrong or incomplete and, as a result, your order can't be delivered, this is treated the same way as a no-show above. The Driver attended the address exactly as you instructed, so the trip is treated as completed: you are charged for the order, it is not auto-refunded, and the Driver keeps the items and is paid for the trip, the failure to reach you came from the address you provided, not from anything the Driver or we did. This does not affect your statutory rights where an item is faulty, not as described, or genuinely not delivered. Where the goods can be brought back and restocked, we may, as a goodwill gesture, offer a partial refund of the value of those goods (the delivery and service fees, which cover the trip already made, are not refunded); whether restocking is possible depends on the items (for example, chilled, frozen, or unsealed goods may not be resaleable).
•Promotional codes are subject to specific terms communicated at the time of issue.
•Codes are single-use, non-transferable, and cannot be combined with other offers unless stated.
•Zavengo reserves the right to refuse, cancel, or withdraw any promotional offer at any time.
•Fraudulent or bulk use of promotional codes may result in account suspension.
•Any content you upload or submit through the Service (images, reviews, messages) becomes non-confidential.
•You grant Zavengo a non-exclusive, royalty-free licence to use, store, and display such content for the purposes of operating and improving the Service.
•Content must comply with applicable laws. We reserve the right to remove content that is defamatory, obscene, offensive, or in breach of these terms.
•Zavengo acts as a platform, not a retailer. We do not guarantee product quality, availability, or condition.
•Our liability is limited to the value of the order placed.
•We are not liable for: indirect or consequential losses, loss of profit, loss of data, delays beyond our control, items not matching expectations due to in-store availability, incorrect delivery addresses, or Driver conduct.
•Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.
•Your statutory rights as a consumer are not affected.
•Zavengo Ltd holds Public Liability insurance covering platform operations to a limit of £5,000,000 per claim, underwritten via Simply Business (a trading name of Xbridge Limited, FCA Financial Services Register No. 313348). Policy details available on request for verified claims.
•Zavengo shall not be liable for any failure or delay in performing obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: natural disasters, pandemics, strikes, civil unrest, government actions, power failures, internet or telecommunications failures, or severe weather.
•If you have a complaint, please contact our support team first. We aim to resolve disputes promptly and fairly.
•If we cannot resolve your complaint to your satisfaction, you may refer the matter to an alternative dispute resolution provider or the courts.
•Nothing in these terms affects your right to bring a claim in the courts of England and Wales.
•Information on the Service is provided for general purposes. We make no warranties about completeness, accuracy, or availability.
•The Service may contain links to third-party websites. We are not responsible for their content or privacy practices.
•We are not liable for the Service being temporarily unavailable due to technical issues.
•If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
•If we fail to enforce any right or provision of these terms, it does not constitute a waiver of that right or provision.
•We may update these terms at any time. Continued use constitutes acceptance.
•Material changes will be communicated via the app or email. You will be subject to the terms in force at the time you use the Service.
•These terms are governed by the laws of England and Wales.
•Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
•Newest entries first. Add a row here whenever a material change is made and update the "Last updated" date at the top. A changelog row is the trigger for a one-line "we updated our terms" email to active users; typo / format edits don't warrant a row.
•10 July 2026: Section 5 (agent model) now states the delivery and service fees are a fixed amount plus the optional boost, shown in full before you confirm, and do not vary with distance or demand (superseding the earlier "varies with distance and demand" wording); we may change the fixed fees on reasonable notice. Section 17 (agent model): confirmed that Drivers buy your items with their own payment card and are reimbursed via their Stripe Connect account; the previously-noted "wallet-only virtual card" (Stripe Issuing) mechanism has been removed and is not used.
•10 July 2026: Sections 5, 11 and 12 (retailer / pay-at-door model, e.g. POP INs) now state that you pay at the door on delivery, the shop's own driver collects the total on the shop's card terminal or in cash, nothing is charged when you place your order, and no card hold is placed (superseding the earlier "authorised at checkout, captured on delivery" hold wording, which did not reflect the pay-at-door launch model).
•28 June 2026: section 24 ("If we can't complete your delivery") now spells out the WRONG / INCOMPLETE delivery-address case alongside the no-show principle: where the customer-provided address is wrong or incomplete and the order therefore can't be delivered, the Driver attended as instructed, so it is treated the same as a no-show, charged, not auto-refunded, with the Driver keeping the items and being paid for the trip (statutory rights for faulty / not-as-described / genuinely-undelivered items unaffected). It adds that, where the returned goods can be restocked, a goodwill partial refund of the goods value (not the already-incurred delivery and service fees) may be offered, with restock feasibility depending on the items (chilled / frozen / unsealed goods may not be resaleable). Wording branches on the retail vs agent model.
•28 June 2026: removed rescheduling entirely from both models, section 24 ("If we can't complete your delivery") and section 4 now describe only the leave-safe / keep-the-items (no-show treated as completed) outcomes; the reschedule option and the reschedule PIN-rotation paragraph are gone. Section 7 (Age-Restricted Items) now describes the doorstep Challenge-25 check as one explicit Driver decision ("clearly over 25" / "ID checked, date of birth on or before the cutoff" / "refused") that we log, with the app showing a computed date-of-birth cutoff so the Driver doesn't calculate ages, and confirms the check is visual inspection plus, where needed, sight of physical ID only (no biometrics, no ID-scanning, no typing in a date of birth). Section 7 also states disposable single-use vapes are not sold (UK supply ban from 1 June 2025). Section 8 (Tobacco) adds the Tobacco and Vapes Act 2026 generational ban, anyone born on or after 1 January 2009 can never be sold tobacco, as a separate, moving cutoff distinct from the static 18+ line. Section 4 now states the per-tenant local delivery area (approximately 1 mile retail / 3 miles agent, config-editable) and that availability is shown as a status, not a live count. Section 5 (agent model) adds the optional "boost", a voluntary speed premium passed 100% to the Driver, never required for delivery.
•21 June 2026: section 5 Pricing now states the delivery fee varies with distance and demand and that a premium delivery beyond the standard area is opt-in (agent model), cites the current £2.99 delivery and £0.99 service fees (retail model), and reserves the right to change any fee on reasonable notice (both models). Section 10 Substitutions states the 15% overprice rule with live approve/reject and refund-if-declined. Section 11 Payments adds that, where a hold lapses before a fulfilled order is settled, we may charge the saved card off-session (with a secure re-confirmation link if your bank requires it). Section 13 Refunds adds a 1-hour in-app per-item incident report, confirms your Consumer Rights Act 2015 right to a cash refund to your original payment for a faulty / not-as-described / not-delivered item, and adds store credit as a goodwill alternative that never replaces those statutory rights. Section 24 (renamed "If we can't complete your delivery") now describes safe-place / reschedule-with-PIN-rotation / cancel outcomes, the "you only pay for what arrives" withhold rule, and the no-fee auto-cancel + hold-release/refund when no items are available; it now also sets out the staged "no answer at the door" escalation (read your note → call you → alert support, who also try to reach you → a short grace period) and that, where an order cannot be left in a safe place, in particular an age-restricted order, which must be handed to a present, verified adult, a customer no-show is treated as a completed delivery, charged with no refund, with the Driver keeping the items and being paid for the trip (statutory rights for faulty / not-as-described / genuinely-undelivered items unaffected). Section 17 (agent model) notes Drivers pay shops with a wallet-only virtual card (no card number exposed).
•17 June 2026: section 11 (Payments) + section 12 (Cancellations) now distinguish, within the RETAIL model, between charging in full at checkout and authorising the exact total at checkout then charging it on delivery (a cancel before delivery releases the hold, no charge). This reflects the delivery-gated charge model for the white-label store; the exact total, fees, no buffer and no reconciliation are unchanged.
•12 June 2026: added RETAIL-model variants for white-label store tenants (sections 1, 5, 10, 11, 12, 17, 22, 27; section 23 reserved): the store is the seller of its own stock, the listed price plus the displayed delivery and service fees is charged in full at checkout (no authorisation buffer, no till-receipt reconciliation), deliveries are made by the store's own staff, and the store is responsible for product quality as the seller. Zavengo's agent-model terms are unchanged.
•23 May 2026: section 5 Pricing, added explicit "no mark-up currently" statement (Zavengo charges only the actual retail price + published delivery and service fees), and reserved Zavengo's right to change the delivery fee, service fee, or any other charges, and to introduce mark-ups, surcharges, or other pricing mechanisms in future, with material changes communicated under section 33.
•21 May 2026: strengthened section 5 Pricing (catalogue prices are non-binding estimates; we need not honour obvious price/size/quantity errors; weight/variable items priced by actual measure; availability); reworded section 10 so substitutions are allowed by default with an at-checkout opt-out and refund for declined substitutes; added product-information-is-for-guidance wording to section 22.
•18 May 2026: rewrote section 11 around the agent-model authorise/capture payment flow (hold of estimate × 1.30 + fees, capture only of actual receipt + fees, unused buffer released by the bank); aligned section 12 Cancellations + section 13 Refunds with the new mechanics; added section 27 Public Liability insurance disclosure (£5M cover via Simply Business, FCA FSR 313348).
•28 April 2026: initial publication.