Terms of use

• Check it before you pay. The basket shows every item, every option you picked, and the full total. Once the kitchen starts, an order cannot normally be changed.
• Delivery and collection times are estimates. Kitchens get busy and traffic happens. We and the shop will tell you as soon as we know something has slipped, but a quoted time is not a guarantee unless the shop says so.
• Somebody has to be there. If a delivery cannot be made because nobody answers, the address is wrong, or the buzzer does not work, the driver will try to reach you. Food that cannot be delivered after reasonable attempts may not be refunded — it has been cooked and it cannot be resold.
• Ordering at a kiosk or counter works the same way, without an account.

• Prices include VAT where VAT applies, and are in pounds sterling.
• Every compulsory charge is shown before you pay — delivery, service charge, small-order fee, container deposits. The total at checkout is what leaves your account. We do not add anything after you have agreed the total.
• Prices can differ by channel. A shop may charge differently on a third-party delivery app than on its own site, because those apps charge the shop a commission. The price you see on the site you are using is the price you pay.
• Offers and deals are as described at the time, may be limited in number or time, and are for personal use. Using them by opening multiple accounts, automating orders, or otherwise abusing them means we can withdraw them.
• Obvious pricing mistakes. If an item is listed at an obviously wrong price, the shop can cancel and refund rather than honour it.

Some drinks containers carry a refundable deposit under the UK Deposit Return Scheme. Where they do:

• the deposit is shown as its own separate line on the basket, the order and the receipt — never rolled into the price of the drink;
• it is not a charge and not subject to VAT. It is your money, held until you return the container;
• you get it back by returning the empty container to a return point under the scheme’s own rules, not by claiming it from the shop.

Card payments are taken through ScranPay — powered by Viva, on the website, in the app, at the till and on the card machine. Your card details go straight to the payment provider and are handled inside its PCI-DSS environment. We never see or store your card number.

• Cash is accepted where the shop takes it — at the counter, and at the door for delivery where the shop offers it.
• Gift cards are spent against an order like any other payment. Balances are not exchangeable for cash.
• Tips. A tip you add goes to the shop’s staff. Under the Employment (Allocation of Tips) Act 2024, 100% of qualifying tips must reach staff and must be allocated fairly — the shop keeps a written policy and a record, and the system is built to enforce it. A cash tip you hand a driver at the door is the driver’s own, and the shop is not shown it.
• A failed or reversed payment means the order can be cancelled. If a payment is taken but the order was not accepted, it is refunded.

The 14-day cooling-off right does not apply to food made to your order. Under the Consumer Contracts Regulations 2013 there is no cancellation right for goods that are perishable or made to your specification, and a cooked meal is both. That is the law, not a term we invented — and it is why an order cannot normally be cancelled once the kitchen has started.

Before the kitchen starts, contact the shop and it will usually cancel and refund. For a scheduled order placed for later, that window is longer.

What you are always entitled to, and nothing on this page changes it. Under the Consumer Rights Act 2015 food must be of satisfactory quality, as described, and fit to eat; a service must be carried out with reasonable care and skill. So if your order is:

• missing items, or the wrong items;
• not what was described;
• not of satisfactory quality — cold on arrival, spoiled, inedible;
• never delivered,

then contact the shop and it will be put right — a replacement, a partial refund or a full refund, depending on what went wrong. Tell them as soon as you can; with food, the same day matters.

The route: the shop first, because they cooked it and they can fix it fastest. If they will not engage, come to support@getscran.com and we will take it up. Refunds go back to the payment method you used.

If you have a food allergy or intolerance, tell the shop before you order. The ordering site shows the allergen and dietary information the shop has provided, and you can save your own allergens to your account so we warn you when something matches. Both are aids, and neither replaces asking.

• The allergen and ingredient information is provided by the shop, which is responsible for its accuracy under the Food Information Regulations 2014.
• Kitchens handle allergens. Food is prepared in kitchens where nuts, gluten, milk, eggs, fish, crustaceans, molluscs, soya, celery, mustard, sesame, lupin and sulphites are present. Cross-contamination cannot be ruled out, and no shop can promise otherwise.
• Recipes and suppliers change. If your allergy is severe, ring the shop and ask — every time.
• Calorie information, where shown, is provided by the shop and is a typical value.

It is a criminal offence to sell alcohol, tobacco, vapes, knives, solvents, lottery tickets and other restricted goods to someone underage, and to buy them on behalf of someone underage.

• Shops operate Challenge 25. If you look under 25 you will be asked for ID — at the counter, at the kiosk, and at your door.
• Acceptable ID: a passport, a photocard driving licence, a UK military ID, or a PASS-hologram card.
• Ordering online, you confirm your year of birth. That does not replace the check on handover — it only stops the order going further than it should.
• The sale will be refused if you cannot produce ID, if the person receiving it appears underage, if they appear drunk, or if the driver believes the goods are being bought for someone underage. A refused item is not refunded where the driver made a reasonable and lawful refusal — the shop has to be able to say no without paying for the privilege.
• Someone 18 or over must be there to receive an age-restricted delivery.

One GetScran ID works across every shop on the platform. You must be 16 or over to hold one. Keep your sign-in to yourself — you are responsible for orders placed from your account, unless somebody used it without your knowledge and it was not your fault.

Loyalty points. Where a shop or a group runs a scheme:

• points are a reward, not money — they have no cash value and cannot be exchanged, sold or transferred;
• in a franchise group your points are shared across every branch of that group, and not with any other brand;
• a shop can change or end its scheme, and will give reasonable notice before points already earned are affected;
• points are forfeited if you delete your account or if the scheme is abused;
• points earned on an order that is later refunded are reversed with it.

You can close your account at any time from Account → Marketing & privacy. See Delete your data.

Do not:

• place orders you do not intend to pay for or receive;
• abuse offers, referrals or loyalty — including by opening multiple accounts;
• abuse, threaten or harass shop staff or drivers, in any channel;
• scrape, copy, resell or automate access to the service, or try to break it;
• impersonate somebody else, or use somebody else’s card.

We can suspend or close an account that does any of these, and a shop can refuse service. Where we do, we will tell you why unless telling you would help somebody commit fraud.

The GetScran software, brand, design and content belong to Aliao Group Limited or its licensors. A shop’s own name, logo, menu, photographs and copy belong to that shop. You may use the service to order; you may not copy it.

If you post a review, you keep it, and you give the shop and us permission to display it. Reviews must be honest and about an order you actually placed. We remove reviews that are abusive, defamatory, or fake.

Nothing here limits anything that cannot lawfully be limited. We do not exclude liability for death or personal injury caused by negligence, for fraud, for a breach of your statutory rights under the Consumer Rights Act 2015, or for anything else the law does not allow to be excluded. Those rights come first and this section is read subject to them.

Subject to that:

• The shop is responsible for the food and the order. We are responsible for the platform working as described.
• We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, nor for business losses — this service is for personal use.
• We do not promise the service is never unavailable. Kitchens, phone lines, card networks, delivery apps and the internet all fail sometimes. We will get things back as quickly as we can.
• Where we are liable for something connected to an order, our liability to you is limited to the value of that order.

How we handle personal data is set out in our privacy notice, and what this site stores on your device is in the cookie notice. The short version: the shop you order from is the controller of its relationship with you, Aliao Group Limited runs the platform on its behalf, and your GetScran ID is ours to look after.

These terms are for customers. If you run a shop on GetScran, your relationship with us is governed by the merchant agreement you signed — plans, fees, payouts, commission, the data-processing terms and support. Ask us for a copy at support@getscran.com.

We may update these terms — for a new feature, or a change in the law. The “Last updated” date at the top always says when. A material change is notified before it takes effect. The version that applies to an order is the one in force when you placed it.

These terms are governed by the law of [to confirm], and its courts have jurisdiction.

If you live elsewhere in the UK, you keep the protection of the consumer law of the part of the UK you live in, and you can bring a claim in your own local courts.