Terms of Use
The agreement between you and Hi-Eat when you order, cook, host an event or run errands.
Summary
- Hi-Eat cooks cook in the Hi-Eat kitchen. Hi-Eat sells the food and delivers it, so your contract for it is with us.
- You see the full price before you pay. No service fee for customers.
- If a kitchen declines or your order expires, the full amount is refunded automatically.
About Hi-Eat
Hi-Eat is operated by Hi-Eat Ltd. Hi-Eat cooks come into the Hi-Eat kitchen to cook the dishes they know best, and Hi-Eat sells that food and delivers it, across the UK. When you order food cooked by a Hi-Eat cook, your contract for the food is with Hi-Eat Ltd. Where a restaurant or store sells through Hi-Eat, your contract for its goods is with that business.
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.
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.
Ordering and payment
- Prices
- Shown before you pay. The total at checkout, including delivery, any event pricing or tip, is the amount charged.
- Delivery
- £2.99 per kitchen. Free when that kitchen's food comes to £30 or more.
- Service fee
- None for customers.
- How you pay
- On our payment provider Stripe's secure page, including Apple Pay and Google Pay. Hi-Eat never sees or stores your card number.
- When the kitchen gets it
- Only once your payment has gone through.
- How cooks are paid
- Hi-Eat buys dishes from its cooks each day for Hi-Shop, at the cook's price, and keeps a percentage of orders placed with a cook for another day, a meal plan or an event.
Some dishes marked "Ready in about 30 min" were cooked earlier that day in the Hi-Eat kitchen, labelled with their ingredients and allergens, and kept chilled so they can be delivered straight away.
Food safety and allergens
Food sold by Hi-Eat is cooked by Hi-Eat cooks in the Hi-Eat kitchen, not in their homes. Hi-Eat Ltd runs that kitchen and is responsible for the food it sells meeting UK food law. The kitchen is shared by several cooks, so Hi-Eat cannot guarantee the absence of any allergen in any dish. Where allergens are listed for a dish, they are shown with the dish.
Delivery and collection
- Delivery and collection times shown are estimates.
- Your order shows a four-digit code. Give it to the courier at your door so they can complete the delivery, and don't share it before the food is in your hands.
- Couriers may take a photo of where they left the order.
- While an order is on its way you can message your courier in the app. The chat closes once it is delivered.
Cancellations and refunds
| If | What happens |
|---|---|
| Something is wrong with your order: missing items, quality problems, or it never arrived | Contact us through Get help as soon as possible. |
| You cancel before the cook starts preparing it | Usually cancelled without charge. |
| You cancel after preparation has begun | Refunds are assessed case by case. |
| The kitchen declines your order, or it is cancelled or expires before it is accepted | The full amount is refunded to your card automatically. Banks usually take 5 to 10 working days to show it. |
Nothing in these terms affects your statutory rights.
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.
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.
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.
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.
Our liability
Errand services are provided by independent runners. To the extent permitted by law, Hi-Eat Ltd is not liable for losses arising from the acts or omissions of 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.
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.
Governing law
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.
Hi-Shop
Kunle Kitchen