Fitscales Direct UK Terms and Conditions

1) Preamble
Welcome to Fitscales Direct. These Terms and Conditions govern your access to and use of our services, including our app and website (together, the “Service”). By placing an order, subscribing to the Service, or using the Service, you agree to be bound by these Terms.

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2) Definitions

“We/Us/Fitscales Direct” means Fitscales Direct Ltd (or the applicable UK legal entity).
“Customer” or “you” means the person placing an order or subscribing.
“Products” means meal kits, groceries, prepared meals, or other items offered.
“Collection Point” means designated locations including local supermarkets and internal cafés within leisure centres.
“Delivery” means the delivery of an order to the address provided.
“Collection Window” means the 60-minute time slot during which your order will be ready for collection.
“Delivery Window” means the scheduled time frame for delivery.
“Subscription” means a recurring order for collection or delivery under a plan.
“Hold Period” means the minimum time we will retain perishable items at the collection point after the collection window.

“Day” means a calendar day.

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3) Acceptance and Changes
By using the Service or placing an order, you agree to these Terms and any applicable Additional Terms (Promo Terms, Privacy Policy, etc.).
We may update these Terms from time to time. Material changes will be notified in advance by in-app notification and/or email. Continued use after changes constitutes acceptance.

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4) How the Service Works

Ordering: Orders can be placed via our app or website. Orders must meet stated minimums and cut-off times.
Subscriptions: Available plan types include:
Weekly: renews every 7 days.
Bi-weekly: renews every 14 days.

Monthly: renews on a calendar-month basis.
Pricing: Prices shown at purchase and may change with notice. Taxes and any applicable fees are included where required by law.

Delivery vs Collection:

Delivery: Orders delivered to the address provided within the Delivery Window. A delivery signature may be required where applicable.
  Collection: Orders collected from Collection Points within the Collection Window. You may be required to present the order confirmation and a valid photo ID or order number at the Collection Point.
Notifications: You will receive order confirmations, collection reminders, and delivery/collection notifications via the app, email, or SMS.

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5) Collection Policy and Non-Collection

Collection Window:

Each order reserved for collection will have a Collection Window of 60 minutes (e.g., 

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12:00–13:00 on the chosen collection date). Windows depend on Centre hours and may vary by location.

 

Requirement to Collect:

You must collect your order within the allocated Collection Window.
At the Collection Point, you may be required to present the order confirmation and a valid form of identification or order number.
If You Do Not Collect Within the Window:
We will attempt to contact you via email/SMS/app notification.
Hold Period: Perishable items will be held for up to 4 hours after the end of the Collection Window, after which items may be disposed of or donated at our discretion.
Re-stocking: Uncollected items may be moved back to stock after the hold period.
Fees and Refunds:
Non-perishable items that cannot be re-sold may be refunded (partial) or issued as store credit at our discretion.
A discretionary collection rescheduling fee of £2.50 (or local currency) may be charged if you later request re-collection, subject to availability.
 

For perishables, refunds are limited and may be issued as credit or replacement at our discretion.
Policy Note: We may cancel the order and issue a full or partial refund if items cannot be held, re-sold, or disposed

of safely, in line with food safety guidelines and applicable law.
 

Exceptions:

We will consider exceptions for medical emergencies or accessibility needs. Please contact us as soon as possible if you foresee difficulties collecting.

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6) Refunds, Cancellations, and Changes

Subscriptions:

Automatic Renewal: Subscriptions renew automatically unless cancelled or paused.
Pausing/Skipping: You may pause or skip periods in your account settings.
Notice Periods: To change or cancel a subscription, a notice period of 7 days is recommended to ensure a smooth transition (see Section 14 for cancellation mechanics).
No Minimum Commitment: There is no fixed minimum commitment beyond the current paid period unless stated.
Refund Eligibility:
Damaged, missing, spoiled, or incorrect items: eligibility for a refund or replacement if reported within 7 days of collection/delivery.
Late Delivery/Collection: If the scheduled window was missed due to our fault, you may request a refund or replacement.
Non-Collection: Refunds for non-collection are at our discretion and may be issued as credit or a partial refund if items cannot be re-sold.
Pro-Rata Refunds: For prepaid periods, refunds may be issued on a pro-rata basis for the unused portion.
Process:
Claims should be submitted via the in-app form, email, or support channel with order number, item details, and photos if applicable.
Processing Time: Refunds or credits are processed within 5–10 business days of approval.
Non-Refundable Situations:
Promotional items, items marked as final sale, or orders cancelled after preparation has begun may not be refunded.
Perishables disposed of per policy due to non-collection are non-refundable.
Missing Items:
If items are missing from collection or delivery, report within 7 days. We will investigate and provide a remedy within 5–10 business days.

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If you initiate a chargeback, we may request documentation and will cooperate with payment providers to resolve disputes.

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7) Pricing, Taxes, and Payments
Prices: Prices shown at purchase; changes may occur with notice.
Taxes: Applicable taxes are included where required.
Payment Methods: We accept major credit/debit cards, digital wallets, and other payment methods described in the app. Payment details are stored securely in compliance with PCI DSS.

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8) Health, Safety, Allergen Information
Food Safety: Products are prepared under standard food safety procedures. Follow storage and preparation instructions.
Allergens: Allergen information is provided with each item. Cross-contact is possible where items are prepared in shared spaces.
Dietary Requests: Substitutions may be available subject to availability.

9) Intellectual Property
All content, branding, logos, and app/website content are owned by Fitscales Direct. You may use the Service as permitted by these Terms; no other rights are granted.

10) Data Privacy and Security
Privacy: Our Privacy Policy explains how we collect, use, and disclose data.
Security: We implement reasonable security measures to protect data and payment information. You are responsible for safeguarding login credentials.

11) Limitation of Liability and Indemnification
To the extent permitted by law, our liability is limited to the amount paid for the affected order in the preceding 12 months.
We are not liable for indirect or consequential damages except where required by law.
You agree to indemnify us against claims arising from misuse of the Service or violation of these Terms.

12) Termination
We may suspend or terminate your account for violations, non-payment, or fraud.
Upon termination, access to the Service ends, and any active orders or subscriptions will be cancelled in accordance with policy.

13) Governing Law and Dispute Resolution
These Terms are governed by the laws of England and Wales. Any disputes shall be resolved in the courts of England and Wales, or, at our option, through an alternative dispute resolution (ADR) mechanism or through arbitration in accordance with the UK Arbitration Act 1996.

14) Cancellation, Changes to Subscriptions and Notice Periods
Changes to Subscriptions: You may change plan type, pause, skip, or cancel from your account settings.

Notice Periods:
For plan changes (e.g., upgrade/downgrade) and pausing/skipping, we recommend a 7-day notice before the next renewal to ensure accurate billing and fulfilment.
Cancellations: To cancel a subscription entirely, provide at least 7 days’ notice before the next renewal date to avoid the upcoming charge. If cancelled mid-cycle, consider pro-rata refunds for prepaid periods as per Section 6.
Effective Date of Changes: Changes take effect in the next scheduled cycle after notice is received.

15) Acknowledgements and Acceptable Use
You agree not to tamper with collection points, share accounts, use botting tools, or engage in fraudulent activity.

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16) How to Contact Us
Support channels: In-app chat, email, phone, or at Collection Points. For urgent collection or delivery issues, contact the relevant Collection Point location as listed in the app.

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Sample Clauses You Can Copy-Paste

Collection Window and Non-Collection

Your order will be ready for collection within the allocated Collection Window (e.g., 12:00–13:00 on 25/09/2025). If you fail to collect within the window, we may cancel the order and issue a refund or store credit at our discretion; relocate items back to stock after a hold period; and charge a collection rescheduling fee of £2.50 if you request re-collection, subject to availability. We will make reasonable efforts to contact you prior to taking these actions.

Perishables and Food Safety
Perishable items must be stored as directed. After collection, we are not responsible for food safety issues arising from improper storage or handling by the customer.

Subscriptions
Your subscription will renew automatically unless canceled or paused. You may cancel anytime in your account settings. For prepaid periods, refunds are issued on a pro-rata basis, subject to approval.

Missing Items
If items are missing from your collection/delivery, contact us within 7 days. We will investigate and provide a remedy within 5–10 business days.