Terms and Conditions - Buyers

Last Updated: January 17, 2026

These Buyer-Specific Terms supplement the General Terms and Conditions and apply to all users who purchase meals through the Home Meal App Platform ("Buyers").

1. Buyer Account and Responsibilities

1.1 Account Creation

You must create a Buyer account to place orders
You must provide accurate delivery address(es)
You must provide valid payment information
You are responsible for all orders placed through your account

1.2 Account Security

Keep your login credentials confidential
Notify us immediately of unauthorized access
Do not share your account with others
You are liable for all activity on your account

1.3 Profile Information

Maintain accurate contact information
Update delivery addresses as needed
Specify dietary restrictions and allergies
Provide accurate phone number for delivery coordination

2. Ordering and Purchasing

2.1 Order Placement

Browse meals offered by Sellers on the Platform
Add items to your cart and proceed to checkout
Review order details, delivery address, and total cost
Confirm order by completing payment

2.2 Order Acceptance

Orders are subject to Seller acceptance
Sellers may decline orders due to unavailability, capacity, or other reasons
You will be notified if your order is declined
Payment authorization will be released if order is declined

2.3 Pricing

All prices are set by Sellers
Prices displayed include meal cost only
Additional fees apply: service fee, delivery fee, taxes
Total price is shown before payment confirmation
Prices may vary based on distance, time, and demand

2.4 Service Fees

The Platform charges Buyers the following fees:

Service Fee: 5-8% of meal subtotal (minimum $0.99)
Delivery Fee: $2.99-$7.99 (based on distance and demand)
Small Order Fee: $2.00 for orders under $15
Peak Time Fee: Up to $3.00 during high-demand periods
Taxes: Applicable sales tax based on your location

2.5 Promotions and Discounts

Promotional codes may be applied at checkout
One promotional code per order unless otherwise specified
Promotions cannot be combined with other offers unless stated
Promotions are subject to terms and expiration dates
We reserve the right to cancel invalid or fraudulent promotions

3. Payment

3.1 Payment Methods

Accepted payment methods include:

Credit cards (Visa, Mastercard, American Express, Discover)
Debit cards
Digital wallets (Apple Pay, Google Pay)
Platform credits or gift cards
Other methods as we may offer

3.2 Payment Authorization

Payment is authorized at order placement
Funds are held but not charged until Seller accepts
Final charge occurs when order is confirmed
Tip amount (if added) is charged separately

3.3 Payment Issues

Declined payments may result in order cancellation
Update payment information before order confirmation
You are responsible for ensuring sufficient funds
Multiple failed payments may result in account restrictions

3.4 Tips

Tips are optional but encouraged
Suggested tip amounts: 15%, 18%, 20%, or custom
Tips go 100% to the Driver
Tips can be added before or after delivery
Tips are non-refundable once processed

4. Delivery

4.1 Delivery Options

Standard Delivery: Direct to your specified address
Scheduled Delivery: Choose a specific time window
Contactless Delivery: Leave at door (default)
Meet at Door: Hand-off to recipient
Catering Delivery: For large orders (10+ guests)

4.2 Delivery Address

Provide complete and accurate delivery address
Include apartment/unit numbers and access codes
Provide delivery instructions if needed
Verify address before order confirmation
Address changes after confirmation may not be possible

4.3 Delivery Times

Estimated delivery time is provided at checkout
Actual delivery may vary due to traffic, weather, or Seller preparation time
You will receive real-time updates on order status
Contact Driver or Seller through the app for updates

4.4 Delivery Issues

Unable to Deliver: If Driver cannot access delivery location, you will be contacted
Abandoned Orders: Orders left at wrong address or unclaimed may not be refunded
Late Delivery: Significant delays may qualify for partial refunds or credits
Wrong Address: Orders delivered to address you provided are non-refundable

4.5 Receiving Your Order

Be available to receive your order during delivery window
Check order contents immediately upon receipt
Report missing or incorrect items within 15 minutes
Report quality issues within 30 minutes
Take photos of issues for faster resolution

5. Food Safety and Quality

5.1 Seller Responsibility

Sellers are responsible for food preparation, quality, and safety
Sellers must comply with local health and safety regulations
Platform does not inspect or certify Seller kitchens
Platform does not guarantee food quality or safety

5.2 Buyer Responsibility

Review Seller ratings and reviews before ordering
Check meal descriptions for ingredients and allergens
Inform Sellers of dietary restrictions and allergies
Inspect food upon delivery
Refrigerate or consume food promptly

5.3 Allergens and Dietary Restrictions

You are responsible for communicating dietary needs to Sellers
Sellers are responsible for disclosing ingredients
Platform is not liable for allergic reactions or undisclosed ingredients
Always verify ingredients if you have severe allergies
Contact Seller directly with specific allergy questions

5.4 Food Handling

Check food temperature and condition upon delivery
Refrigerate perishable items immediately
Follow food safety guidelines for reheating
Consume meals within recommended time frames
Report suspected foodborne illness to health authorities and us

6. Cancellations and Modifications

6.1 Order Cancellation by Buyer

Before Acceptance: Free cancellation before Seller accepts (usually within 2-5 minutes)
After Acceptance: Cancellation fee may apply ($5-10 or percentage of order)
During Preparation: No refund if Seller has started preparing
During Delivery: No refund once Driver has picked up order

6.2 Order Modifications

Modifications must be made before Seller starts preparation
Contact Seller through app to request changes
Sellers may decline modification requests
Price may change based on modifications

6.3 Cancellation by Seller or Driver

Sellers may cancel if unable to fulfill order
Drivers may cancel if unsafe to deliver
You will receive full refund for cancellations by Seller or Driver
Frequent cancellations by users may result in account restrictions

7. Refunds and Credits

7.1 Refund Eligibility

Refunds may be issued for:

Order cancelled by Seller before preparation
Missing items (partial refund)
Incorrect items (partial or full refund)
Food quality issues (case-by-case basis)
Significant delivery delays (platform credits)
Order never delivered

7.2 Non-Refundable Situations

No refund will be issued for:

Change of mind after Seller accepts
Dislike of taste (if meal matches description)
Buyer unavailable at delivery
Incorrect address provided by Buyer
Items consumed before reporting issue
False or fraudulent claims

7.3 Refund Process

Request refunds through app within 24 hours
Provide photos and description of issue
Refund requests are reviewed within 24-48 hours
Approved refunds are issued to original payment method within 5-10 business days
Platform credits are issued immediately

7.4 Platform Credits

Credits may be issued instead of refunds at our discretion
Credits have no expiration date
Credits are non-transferable and non-redeemable for cash
Credits are applied automatically at next checkout

7.5 Refund Abuse

Excessive refund requests may trigger review
Fraudulent refund claims may result in account suspension
We reserve the right to deny refunds for suspected abuse

8. Ratings and Reviews

8.1 Leaving Reviews

You may rate and review Sellers and Drivers after delivery
Reviews must be honest and based on your experience
Reviews must comply with content standards (no profanity, harassment, etc.)
We may remove reviews that violate policies

8.2 Review Guidelines

Reviews must:

Be relevant to the order experience
Not contain personal information (phone numbers, addresses)
Not contain discriminatory or offensive language
Not be posted in exchange for compensation
Be based on actual experience with the Seller/Driver

8.3 Review Moderation

We reserve the right to remove or edit reviews
Reviews may be removed for policy violations
Sellers may respond to reviews
You may edit or delete your reviews within 30 days

9. Subscription and Membership (If Applicable)

9.1 Membership Benefits

Premium memberships may offer:

Reduced service fees
Free or discounted delivery
Exclusive deals and promotions
Priority customer support
Early access to new features

9.2 Membership Fees

Membership fees are billed monthly or annually
Auto-renewal occurs unless cancelled
Fees are non-refundable except as required by law
Prices may increase with 30 days' notice

9.3 Cancellation

Cancel membership anytime through account settings
Cancellation takes effect at end of current billing period
No partial refunds for unused time
Benefits cease upon cancellation

10. Customer Support

10.1 Contact Methods

In-app chat support (24/7)
Email: support@home-meal.website
Phone: +1 (555) 123-4567 (9 AM - 9 PM EST)
Help Center: help.homemealapp.com

10.2 Support Hours

Standard Support: 9 AM - 9 PM EST, 7 days/week
Emergency Support: 24/7 for active orders
Response time: Within 2 hours for urgent issues

10.3 Escalation

Most issues resolved by Tier 1 support
Complex issues escalated to specialized teams
Legal matters directed to legal department
Safety issues receive immediate priority

11. Buyer Conduct

11.1 Prohibited Conduct

Buyers may not:

Abuse, harass, or threaten Sellers or Drivers
Provide false information or fraudulent payment
Manipulate ratings or reviews
Attempt to contact Sellers/Drivers outside the Platform
Place orders with intent to harm or defraud
Share account access with others

11.2 Consequences

Violations may result in:

Warning or account restriction
Suspension or termination of account
Loss of refund/credit privileges
Legal action for fraud or harm
Reporting to law enforcement if applicable

12. Data and Privacy

12.1 Personal Information

We collect and use your information as described in our Privacy Policy, including:

Contact information (name, email, phone)
Delivery addresses
Payment information
Order history and preferences
Location data (with permission)

12.2 Marketing Communications

You may receive promotional emails and notifications
Opt out of marketing communications in account settings
Transactional messages cannot be opted out
SMS messages require separate consent

12.3 Data Sharing

Your information may be shared with:

Sellers (name, delivery address for order fulfillment)
Drivers (name, delivery address for delivery)
Payment processors (payment information)
Customer support (for issue resolution)
Legal authorities (if required by law)

13. Special Features

13.1 Scheduled Orders

Schedule orders up to 7 days in advance
Availability depends on Seller schedule
Payment authorized at booking, charged 2 hours before delivery
Cancellation policy applies (see Section 6)

13.2 Group Orders

Share cart link for group ordering
Set order deadline and delivery time
You are responsible for entire order payment
Participants may pay their share (optional feature)

13.3 Catering Orders

Large orders (10+ guests) may have different terms
Advance booking required (24-72 hours)
30% deposit may be required
Different cancellation policy applies
See Catering-Specific Terms for details

13.4 Favorites and Reordering

Save favorite meals and Sellers
Reorder previous orders with one tap
Prices may have changed since last order
Availability not guaranteed

14. Liability Limitations

14.1 Platform Role

Platform is a marketplace facilitator only
We do not prepare, inspect, or deliver food
Sellers are independent contractors
Drivers are independent contractors

14.2 Buyer Liability

You are liable for:

False or fraudulent claims
Damage to Driver or Seller property
Violations of these Terms
Chargebacks without valid reason

14.3 Indemnification

You agree to indemnify Platform for:

Claims arising from your orders or conduct
Violations of these Buyer Terms
Harm to Sellers, Drivers, or other users
False reports or fraudulent refund requests

15. Dispute Resolution

15.1 Order Disputes

Contact customer support first for order issues
Most disputes resolved within 24-48 hours
Escalate to management if not resolved
Arbitration required for unresolved disputes (see General Terms)

15.2 Chargebacks

Contact us before initiating chargeback
Chargebacks without valid reason may result in account suspension
We may dispute invalid chargebacks
Chargeback fees may be charged to your account

16. Modifications

We may modify these Buyer Terms at any time. Continued use of the Platform after changes constitutes acceptance. Material changes will be communicated via email or app notification.

17. Contact

For questions specific to Buyer Terms:

General Inquiries: info@home-meal.website
Email: buyers@home-meal.website
Support: support@home-meal.website
Phone: +1 (555) 123-4567

By placing an order as a Buyer, you agree to these Buyer-Specific Terms in addition to the General Terms and Conditions.

Effective Date: January 17, 2026 Version: 1.0

Buyer Terms of Service