Terms of Use

Last updated 16 July 2026

1. About Hi-Eat

Hi-Eat is a marketplace operated by Hi-Eat Ltd that connects customers with independent home cooks, and with restaurants and stores, across the UK. When you order through Hi-Eat, your contract for the food itself is with the cook or business that prepares it. Cooks on Hi-Eat are independent - they are not employed by Hi-Eat Ltd, and they set their own menus and prices.

2. Who can use Hi-Eat

You must be at least 18 years old to create an account, place orders, host events, or apply to cook or run errands on Hi-Eat.

3. Your account

You are responsible for the accuracy of the information on your account and for keeping access to your email secure, since we sign you in with one-time codes sent to it. Tell us promptly at hello@hi-eat.co.uk if you believe your account has been used without your permission.

4. Ordering and payment

Prices are set by each cook and shown before you pay. The total you see at checkout - including any delivery cost, event pricing, or tip - is the amount charged. Hi-Eat does not take a commission from cooks on the food price. We never store your full card number; we keep only the card brand and last four digits so you can recognise your saved cards.

5. Food safety and allergens

Cooks selling on Hi-Eat are responsible for complying with UK food law, including registering as a food business with their local authority where required and following food hygiene requirements. Hi-Eat verifies cooks at onboarding but does not prepare food and cannot guarantee the absence of any allergen in any dish.

If you have a food allergy or intolerance, contact the cook before ordering. Use the Message the cook option on your order or the Get help page. Do not rely on menu descriptions alone.

6. Delivery and collection

Delivery and collection times shown are estimates. Where a delivery PIN is provided with your order, it may be requested at handover to confirm the delivery reached you.

7. Cancellations and refunds

If something is wrong with your order - missing items, quality problems, or an order that never arrived - contact us through Get help as soon as possible. Orders can usually be cancelled without charge before the cook starts preparing them; once preparation has begun, refunds are assessed case by case. Nothing in these terms affects your statutory rights.

8. Events

Hosts can create events with per-guest pricing. Guests who join an event tray order and pay for themselves at the event price. The host is responsible for the accuracy of event details (time, venue, capacity), and the catering cook for the food, as in section 5.

9. Errand runners

Errand runners on Hi-Eat are independent contractors who apply, provide identity and address documents, agree to the runner standards, and are approved before joining the pool. Runners must spend any shopping float only on the customer's list, keep receipts, and hand over change. Repeated no-shows or float discrepancies end a runner's place in the pool.

10. Content, reviews and stories

Cooks can post stories (photos and videos up to two minutes) and customers can post reviews. You are responsible for content you post. Do not post content that is unlawful, misleading, infringes others' rights, or is unrelated to food and your kitchen. We moderate content and operate a strike system: content may be removed, cooks may be warned, and repeat or serious breaches lead to suspension. We may remove any content or account that breaches these terms.

11. Intellectual property

The Hi-Eat name, logo, and platform are owned by Hi-Eat Ltd. Content you post remains yours; by posting it you give us permission to display it on Hi-Eat in connection with your kitchen, profile, or review.

12. Our liability

Hi-Eat provides the marketplace; the food and errand services are provided by independent cooks and runners. To the extent permitted by law, Hi-Eat Ltd is not liable for losses arising from the acts or omissions of cooks, runners, or other users. Nothing in these terms excludes liability that cannot be excluded by law, including for death or personal injury caused by negligence.

13. Changes to these terms

We may update these terms as Hi-Eat develops. The date at the top shows the current version; significant changes will be flagged in the product.

14. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

15. Contact

Hi-Eat Ltd - hello@hi-eat.co.uk