Terms

About these terms

These terms cover your use of Carverly and any order you place through it. By creating an account or placing an order, you agree to them. Please read them, along with each shop’s own policies, which are shown on the shop page and at checkout.

You need to be 18 or over to use Carverly. If you have an account, keep your sign-in details to yourself; you’re responsible for orders placed from your account.

The deal

Carverly lets you order from independent shops for collection. The shop sells you the food, and your contract for the food is with the shop. Carverly runs the marketplace and takes the payment on the shop’s behalf.

An order is only confirmed once the shop accepts it. A shop can turn an order down, for example if it’s too busy or something has sold out, and if it does you won’t be charged.

Prices and fees

Prices are set by each shop and include VAT where it applies. Carverly may add a small order fee, which is shown at checkout before you pay; while it’s waived, you’ll see it struck through.

Photos and descriptions are provided by the shop. Meat is a natural product, so cuts may look a little different from the photo.

Weighed prices

Items priced per kilo are estimates until the shop weighs them. When you order, we hold the estimate plus a buffer on your card and charge only the weighed price once your order is ready. Any part of the hold that isn’t used is released; how quickly it disappears from your statement depends on your bank.

If the weighed price is higher than the hold, we may charge the difference automatically, up to the limit shown at checkout. If it’s more than that, we ask you first, and if you’d rather not pay online you can pay the difference in the shop or ask the shop to adjust your order.

If a shop weighs something wrongly and finds out after the fact, it can correct the price down, and anything you’ve overpaid is refunded to your card.

Order books

Some shops open order books for busy times like Christmas. When you order from a book we save your card rather than holding money, because collection can be weeks away. If the book takes a deposit, we charge it when the shop accepts your order, and the rest when your order is weighed and ready. You can change or cancel an order-book order until the book’s cut-off.

Offers and voucher codes

A shop’s offer, and any voucher code you use, comes off the weighed price, not the estimate. A minimum spend is judged on the estimate at checkout and isn’t taken back if your order weighs in a little lighter. Offers and codes are for everyday orders, not order books, and you can use one code per order.

Voucher codes are given away free by Carverly or by a shop. They have no cash value, can’t be sold or swapped for money, and only work while they run and within their limits, such as once per customer or a first order only. A code may be withdrawn at any time, but never from an order you’ve already placed.

A code’s limits are per person, not per account. We check the account, email, phone number and card used, before and just after you pay. If a code turns out to have been used already, your order still goes ahead, at the full price, and we tell you why.

If your order is cancelled, or refunded in full, you can use the code again while it’s running. A refund gives back what you paid, never the code’s value in cash.

Cancelling

You can cancel an everyday order until the shop accepts it, and an order-book order until the book’s cut-off. Cancel from your order page, and any hold is released.

Fresh and made-to-order food isn’t covered by the usual 14-day right to cancel for online orders, because it goes off quickly or is prepared for you. After the shop accepts, cancellations and refunds are up to the shop’s cancellation policy, which is shown before you pay.

A shop can cancel your order before it’s ready, for example if it can’t get something in. If it does, any hold is released and anything already paid is refunded.

Collecting

Collect your order at the time you chose. Show the QR code on your order page, or give your order number, and the shop will hand it over.

Your order is paid for when it’s ready, so if you don’t collect it, the shop isn’t out of pocket. Orders still not collected two days after the collection day are marked as a no-show, and any refund is up to the shop’s no-show policy.

If something’s wrong

Check your order when you collect it. If something is missing, not as described, or not of satisfactory quality, report it from your order page or tell the shop as soon as you can. Your rights under the Consumer Rights Act 2015 aren’t affected by these terms.

The shop handles refunds for its food and can refund some or all of your order. If you can’t sort it out with the shop, email hello@carverly.co.uk and we’ll help.

Allergens and food safety

Shops list allergens and other required food information for each product, and are responsible for keeping it accurate. Most shops handle many allergens in the same space, so they can’t rule out traces. If you have an allergy, check with the shop before ordering.

Raw meat should be kept chilled, taken home promptly, and cooked thoroughly.

Reviews and messages

After collecting an order you can review the shop. Reviews show your first name and last initial, and you can change yours for 60 days. Please keep reviews honest and about your own experience. Shops can reply publicly, and we may hide reviews or messages that are abusive, misleading, or not about the order.

Messages you send to a shop should be about your order. Please be courteous; we may suspend accounts that abuse shop staff or misuse Carverly.

Our responsibility

We work hard to keep Carverly running, but we can’t promise it will always be available or free of errors. We’re not responsible for the food itself; that’s the shop’s job, and your rights over the food are against the shop.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn’t let us limit. Otherwise, we’re not liable for losses that weren’t foreseeable, or for business losses.

Changes and the law

We may update these terms from time to time. The terms in force when you place an order apply to that order. If a change matters and you have an account, we’ll let you know by email.

These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you can also bring a claim in your local courts.

Questions about these terms? Email hello@carverly.co.uk.