We’re here to help

If your enquiry relates to an order, please provide as much of the following information as possible:

• your name;
• the email address used for the order;
• your order number, if available;
• the name of the restaurant, shop or service provider;
• a brief description of the problem; and
• any other information that may help us investigate.

Providing this information helps us identify your order and get your enquiry to the right place.

The restaurant or takeaway that supplied your food is primarily responsible for investigating complaints about:

• food quality;
• food temperature;
• missing items;
• incorrect items;
• preparation;
• portion or product supplied; and
• the condition of the food.

NunnyEatz can help facilitate your complaint and communicate with the Merchant where appropriate.

The Merchant will normally determine the appropriate remedy for food it has supplied, subject to your statutory consumer rights.

If food has arrived cold or at an inappropriate temperature, please report the problem as soon as possible and preferably within 2 hours of delivery.

Prompt reporting gives the Merchant a reasonable opportunity to investigate what happened while the circumstances of the order can still be assessed.

The two-hour period is a request for prompt reporting and does not remove or reduce your statutory consumer rights.

Who investigates a delivery problem depends upon who provided the delivery service.

Delivery provided by the Merchant

If the restaurant, shop or service provider operated the delivery itself or independently arranged its own delivery provider, the Merchant is normally responsible for investigating the delivery complaint.

NunnyEatz can help facilitate communication where appropriate.

NunnyEatz-supported delivery

If your order was delivered using a NunnyEatz-operated or NunnyEatz-arranged delivery service, NunnyEatz can investigate the delivery element of your complaint.

We may consider information such as:

• when the order became ready;
• when it was handed to the driver;
• when it was collected;
• the time spent in transit; and
• when delivery was completed.

The Merchant remains responsible for matters concerning the preparation, quality and accuracy of the food or goods it supplied.

Delivery charges are determined by the Merchant.

NunnyEatz does not prescribe what a restaurant, retailer or service provider must charge its customers for delivery.

This remains the case where a Merchant chooses to use a NunnyEatz-operated or NunnyEatz-arranged delivery service.

If you have a question about the amount of a delivery charge, we can help identify the relevant Merchant and order.

For food, products or services supplied by a Merchant, the Merchant is normally the primary decision-maker regarding the appropriate refund or other remedy.

NunnyEatz may facilitate the complaint, provide relevant order or delivery information and process a refund approved by the Merchant through the platform.

NunnyEatz is responsible for investigating problems concerning NunnyEatz’s own services or charges, including:

• an incorrectly charged NunnyEatz service fee;
• a duplicated NunnyEatz charge;
• a payment-processing error attributable to NunnyEatz; or
• another service or charge provided directly by NunnyEatz.

Where a NunnyEatz-operated or NunnyEatz-arranged delivery service was used, NunnyEatz may also investigate and determine the appropriate response to the delivery-service element of a complaint.

For full details, please see our Refund & Cancellation Policy.

If your enquiry concerns goods purchased from a retailer through NunnyEatz, please tell us whether you wish to:

• cancel an order;
• return an unwanted item;
• report faulty goods;
• report an incorrect item;
• report an item that was not as described; or
• report a delivery problem.

Different rights can apply depending upon the goods and the reason for the return or cancellation.

The Merchant supplying the goods is normally responsible for handling product-related returns, complaints and remedies, subject to your statutory consumer rights.

If your enquiry relates to a service booked through NunnyEatz, please provide:

• the service provider’s name;
• the service booked;
• the booking date and time, if applicable; and
• details of your enquiry.

Individual service providers may have their own booking and cancellation conditions.

The Merchant providing the service is normally responsible for complaints concerning the service it supplied.

Contact us if:

• you believe you have been charged incorrectly;
• you appear to have been charged more than once;
• a payment succeeded but your order does not appear to have been created;
• you have a problem with a NunnyEatz service fee; or
• you need help identifying a payment made through NunnyEatz.

Payments through NunnyEatz are processed through TrivantaPay using Stripe payment infrastructure.

Never send us your full card number, card security code (CVV/CVC), PIN or online banking password.

We will never ask you to send this information by email or through the contact form.

If you have an allergy, intolerance or dietary requirement and are considering placing an order, please contact the restaurant or takeaway before ordering if you need further information.

Do not rely solely on general menu descriptions or photographs when allergen information is important to you.

If you believe food you have received may be unsafe, do not consume it.

Contact the Merchant promptly and let us know if you require assistance.

NunnyEatz may use automated systems, including artificial intelligence, to help provide customer support and manage enquiries.

These systems may help to:

• identify the nature of your enquiry;
• locate relevant order information;
• ask you for additional information;
• explain relevant NunnyEatz policies;
• categorise and organise complaints;
• route an issue to the appropriate Merchant or NunnyEatz support team;
• identify whether an issue concerns the Merchant, NunnyEatz or a delivery service; and
• assist with preparing responses.

Automated systems do not make final decisions about disputed refunds or compensation.

Where a complaint concerns food, products or services supplied by a Merchant, the Merchant remains the primary decision-maker regarding the appropriate remedy, subject to your statutory consumer rights.

Where a complaint concerns a service or charge provided directly by NunnyEatz, the appropriate decision will be made by NunnyEatz.

Where a NunnyEatz-operated or NunnyEatz-arranged delivery service is involved, NunnyEatz may determine the appropriate response to the delivery-service element of the complaint.

Automated systems may assist with gathering information and making recommendations, but final decisions about disputed refunds or compensation remain with the appropriate Merchant or an authorised member of the NunnyEatz team.

You may ask for your enquiry to be reviewed by a person where appropriate.

Are you a restaurant, takeaway, retailer or service provider using NunnyEatz?

For help with your Merchant account, catalogue, menu, services, payments, onboarding or other Merchant matters, please visit our Sell With Us / Merchant Support page or contact:

info@nunnyeatz.co.uk

Please identify your business when contacting us so we can locate the correct Merchant account.

For information about how NunnyEatz collects and uses personal information, please see our Privacy Policy.

This includes information about the organisations and technologies we use to operate NunnyEatz.

You can also contact:

info@nunnyeatz.co.uk

Please include “Privacy enquiry” in your message where appropriate.

If you’re unhappy with your experience using NunnyEatz, please tell us what happened.

Include as much relevant information as reasonably possible so that the issue can be investigated.

Where your complaint concerns food, products or services supplied by a Merchant, we may need to share relevant details of your complaint with that Merchant so they can investigate and respond.

Where your complaint concerns a delivery service operated or arranged by NunnyEatz, we may investigate the delivery element directly.

Where your complaint concerns NunnyEatz itself, we will investigate the matter directly.

Email: info@nunnyeatz.co.uk

Or use the contact form on this page.

NunnyEatz
Owned and operated in Nuneaton, Warwickshire by AnMar Pharmaceutical & Food Services Ltd
Company number: 16345021
Registered in England and Wales
Registered office: Lytchett House, 13 Freeland Park, Wareham Road, Lytchett Matravers, Poole, England, BH16 6FA
United Kingdom