Zavengo Delivery Service
Last updated: April 6, 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 — items are purchased by Drivers from third-party shops on your behalf as your agent.
•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.
•By placing an order, you agree that we may share your personal details (including address and phone number) with nearby 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, items may be left at the property and you will be charged in full. 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.
•Product prices include a service markup over typical UK retail prices. Prices shown are estimates based on current retail data.
•Delivery fees are displayed at checkout and cover the platform service and Driver compensation.
•For custom orders ("Request Anything"), prices are estimated by our AI assistant and include a service markup. The estimated price is the price you pay.
•Prices are not adjusted downward if the actual store cost is lower than the estimate. The estimate is your agreed purchase price.
•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 include a service markup.
•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: if the recipient appears under 25, the Driver will request valid photo ID (passport, UK/EU driving licence, or PASS card).
•If valid ID is not provided, age-restricted items will NOT be handed over. The Driver retains the items, is still paid, and no refund is issued.
•If the recipient is under 18, the order is placed under review. A support ticket is created automatically.
•Proxy purchasing (ordering for someone under 18) is a criminal offence and is strictly prohibited.
•Tobacco and nicotine products are listed for purchase only and are not advertised or promoted.
•No promotional offers or discounts apply to tobacco products.
•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.
•Products are subject to in-store availability. Drivers may propose substitutions when items are unavailable.
•You can allow or disallow substitutions per item (catalogue) or per order (custom).
•If allowed, the Driver may proceed without your approval. If approval is required, you will be notified via the app.
•Payment is required before your order is assigned to a Driver. We accept card payments via Stripe.
•You authorise us to charge your payment method for the estimated order total plus fees.
•Saved payment methods are stored securely by Stripe, not by Zavengo.
•Before payment: cancel at no cost.
•After payment, before Driver assignment: full refund.
•After Driver assignment, before shopping: cancellation fee may apply.
•Once shopping has started or Driver is en route: cancellation via the app is not available. Contact support.
•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.
•Partial refunds may be issued for missing, damaged, or incorrect items.
•Under the Consumer Contracts Regulations 2013, perishable goods and opened sealed goods are exempt from the 14-day cooling-off period.
•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 earnings include a delivery fee and grocery reimbursement, processed via Stripe Connect.
•Drivers must comply with Challenge 25 and all UK licensing laws for age-restricted items.
•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 trademarks of Zavengo Ltd.
•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 7 years for tax and legal purposes.
•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.
•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 cannot contact you or access your delivery address, they will attempt to reach you by phone. If contact cannot be made within a reasonable time, the Driver may leave non-age-restricted items at the property and you will be charged in full.
•Age-restricted items cannot be left without ID verification and will not be delivered.
•If delivery fails due to an incorrect address or your unavailability, you remain responsible for the full order cost.
•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 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.