Welcome to the NunnyEatz Help Centre.

What is NunnyEatz?

NunnyEatz is a local online marketplace connecting customers with independent restaurants, takeaways, retailers and service providers.

We’re starting in Nuneaton and bringing local businesses together in one convenient marketplace.

Is NunnyEatz just for takeaways?

No.

Food and takeaway delivery are an important part of NunnyEatz, but the marketplace is also designed for local retailers and service providers.

Depending on what is available in your area, you may find restaurants, takeaways, shops and local services through NunnyEatz.

Are the businesses on NunnyEatz independent?

Businesses listed on NunnyEatz are independent Merchants using the NunnyEatz marketplace to offer their food, products or services.

The Merchant remains responsible for the food, goods or services it supplies.

How do I find businesses near me?

Browse the NunnyEatz marketplace and select the business or type of food, product or service you’re interested in.

Where location information is required, we may ask for your postcode so we can identify businesses or delivery options available in your area.

Can I search by food type?

Yes, where the relevant information is available.

You may be able to find restaurants and takeaways by cuisine, food type or other categories.

As NunnyEatz grows, we’ll continue improving the ways you can discover local businesses.

Can Ziggy help me find somewhere?

Yes.

Ziggy is the NunnyEatz support and marketplace assistant.

You can ask Ziggy for help finding food, businesses, products or services available through NunnyEatz.

For example, you might ask:

• “Find me a curry near CV11.”
• “Who is doing pizza?”
• “Which takeaways offer collection?”
• “Show me local shops that deliver.”
• “What businesses are available near my postcode?”

Ziggy uses information available through the NunnyEatz marketplace to help point you in the right direction.

She won’t invent businesses or availability that isn’t listed on NunnyEatz.

How do I place a food order?

Choose a restaurant or takeaway, select the items you want, review your basket and proceed to checkout.

Before paying, you’ll be shown the applicable prices and charges for your order.

Who prepares my food?

Your food is prepared and supplied by the restaurant or takeaway shown on the order.

NunnyEatz provides the marketplace through which you discover the Merchant and place your order.

Can I change an order after placing it?

Contact the Merchant or NunnyEatz as quickly as possible.

Once the Merchant has begun preparing your food, it may not be possible to change the order.

Can I cancel my food order?

If you need to cancel, contact the Merchant or NunnyEatz immediately.

Whether an order can be cancelled may depend upon whether preparation has already started.

Prepared and perishable food is treated differently from ordinary retail goods.

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

Who delivers my order?

The Merchant is responsible for arranging delivery of its orders.

Depending on the arrangements chosen by the Merchant, your order may be delivered using the Merchant’s own delivery arrangements or another delivery service available to the Merchant.

Where collection is offered, you may instead choose to collect your order directly from the Merchant.

Who decides the delivery charge?

The Merchant decides its delivery charge.

Each Merchant decides whether to charge for delivery and how much that charge will be.

NunnyEatz does not set or prescribe what a Merchant must charge its customers for delivery.

The delivery charge applicable to your order will be shown before you complete your purchase.

Does NunnyEatz keep the delivery charge?

No. 100% of the delivery charge you pay is allocated to the Merchant.

Each Merchant decides whether to charge for delivery and how much that delivery charge will be.

NunnyEatz does not set or prescribe a Merchant’s delivery charges.

The Merchant is responsible for arranging and funding its delivery service.

NunnyEatz does not take any commission from the delivery charge paid by the customer.

Why does one restaurant charge more for delivery than another?

Because each Merchant sets its own delivery charges.

Different businesses may have different delivery areas, costs and arrangements, so the amount charged for delivery can vary between Merchants.

NunnyEatz does not require Merchants to charge the same delivery fee.

Can a Merchant offer free delivery?

Yes.

The Merchant controls its delivery charges and may choose to offer free delivery, charge a fixed amount, vary its charges according to its own delivery arrangements, or apply other delivery pricing supported by the marketplace.

Any applicable delivery charge will be shown before you place your order.

Can I collect my order instead?

Where a Merchant offers collection, you can choose that option when ordering.

Not every Merchant is required to offer collection.

My order hasn’t arrived. What should I do?

Contact the Merchant or NunnyEatz as soon as reasonably possible.

We can help identify the order and, where appropriate, determine how the delivery was arranged so that the issue can be directed to the right place.

Who is responsible if something goes wrong with delivery?

This depends upon the circumstances and what caused the problem.

The Merchant remains responsible for the food, goods or services it supplies.

Where a delivery issue concerns a delivery service provided directly by NunnyEatz, NunnyEatz may investigate the delivery element of the complaint.

This does not automatically make NunnyEatz responsible for a problem with the preparation, quality, accuracy or condition of food or goods supplied by the Merchant.

My food has arrived cold. What should I do?

Please report it as soon as possible and preferably within 2 hours of delivery.

Prompt reporting gives the Merchant a reasonable opportunity to investigate what happened while information about the order and delivery is still relevant.

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

Something is missing from my order. What should I do?

Report the missing item as soon as reasonably possible.

The Merchant may investigate and offer an appropriate remedy, such as supplying the missing item or refunding it.

A missing item does not automatically mean that the entire order will be refunded.

I’ve received the wrong item. What should I do?

Contact the Merchant or NunnyEatz and explain what you ordered and what you received.

A photograph may sometimes help the Merchant investigate the problem.

What if I think my food is unsafe?

Do not consume food that you reasonably believe may be unsafe.

Contact the Merchant promptly and contact NunnyEatz if you require assistance.

Who decides whether I receive a refund?

For food, products or services supplied by a Merchant, the Merchant is normally the primary decision-maker regarding the appropriate refund or other remedy, subject to your statutory consumer rights.

NunnyEatz can help collect information, facilitate the complaint and process a refund approved by the Merchant through the platform.

Where the problem concerns a service or charge provided directly by NunnyEatz, NunnyEatz will investigate it.

Where a delivery service provided directly by NunnyEatz is involved, NunnyEatz may investigate and determine the appropriate response to the delivery-service element of a complaint.

Does complaining automatically mean I’ll receive a refund?

No.

The circumstances of the complaint need to be considered.

Depending on what happened, the appropriate outcome might be:

• replacement;
• redelivery;
• refund of an affected item;
• partial refund;
• full refund;
• another appropriate remedy; or
• no refund where the circumstances do not establish an entitlement to one.

Your statutory consumer rights are not affected.

Why might I receive only a partial refund?

If only part of an order was affected, the remedy may reasonably relate only to that part.

For example, one missing item would not normally mean that correctly supplied and consumed items from the same order should also be refunded.

What happens to the delivery charge if my order is refunded?

Whether a delivery charge is refundable will depend upon the circumstances of the order, the reason for the refund and your applicable consumer rights.

Refunding an individual item does not necessarily mean that the delivery service itself was not provided or that the delivery charge must also be refunded.

Where you are legally entitled to have a delivery charge refunded, that right is not affected.

How will I receive my refund?

Approved refunds will normally be returned through the original payment method.

The time taken for the money to appear in your account can depend on your card issuer or financial institution.

For more information, please see our Refund & Cancellation Policy.

How are payments processed?

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

Does NunnyEatz store my full card details?

NunnyEatz does not need to store your full payment-card details in order to process your card payment.

Card-payment information is handled through the payment infrastructure used to process your transaction.

Is it safe to send my card details to support?

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

NunnyEatz support will never ask you to send this information by email, through a support message or through the contact form.

Can I buy products from local shops through NunnyEatz?

NunnyEatz is designed to support local retailers as well as restaurants and takeaways.

The products and purchasing options available will depend on the individual Merchant and the features currently available through the marketplace.

Can retailers offer delivery, collection or parcel shipping?

Yes.

A retailer may choose to offer:

• local delivery;
• collection;
• parcel shipping; or
• a combination of these.

The Merchant determines which options it provides.

Who decides a retailer’s delivery or shipping charges?

The Merchant decides the delivery or shipping options and charges it offers to customers.

Applicable charges will be shown before you complete your purchase.

Can I return something I bought online?

Depending upon the goods and circumstances, you may have rights to cancel an online retail purchase and return the goods.

Some goods are excluded from, or may lose, change-of-mind cancellation rights, including certain perishable, personalised or opened sealed hygiene goods.

Faulty or misdescribed goods are treated separately.

Please see our Refund & Cancellation Policy for more information.

Can local service businesses join NunnyEatz?

Yes.

NunnyEatz is designed to support local service providers as well as restaurants, takeaways and retailers.

Service features will be introduced as the marketplace develops.

Who is responsible for a service I book?

The Merchant providing the service is responsible for the service it supplies.

NunnyEatz provides the marketplace technology connecting customers and Merchants.

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

I have a food allergy. What should I do?

If you have an allergy, intolerance or important dietary requirement, contact the restaurant or takeaway before ordering if you require further information.

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

Does NunnyEatz prepare the food?

No.

Food is prepared and supplied by the restaurant or takeaway from which you order.

Questions about ingredients, preparation methods, cross-contamination or allergens should be directed to the Merchant supplying the food.

Do I need an account to browse NunnyEatz?

You can browse public marketplace information without needing a Merchant account.

Some features may require you to sign in or provide information necessary to complete the service.

How can I sign in?

Available sign-in methods may include email/password and supported third-party sign-in providers.

The options currently available will be shown on the NunnyEatz sign-in page.

I’ve forgotten my password. What should I do?

Use the Forgot Password option on the sign-in page and follow the instructions provided.

If you continue having problems accessing your account, contact NunnyEatz support.

Who is Ziggy?

Ziggy is the NunnyEatz support and marketplace assistant.

She can help you use NunnyEatz, find businesses on the marketplace, answer common questions and collect information when something has gone wrong.

Ziggy is an automated assistant, not a person.

What can Ziggy help me with?

Ziggy may be able to help with things such as:

• finding food or businesses on NunnyEatz;
• identifying businesses serving your area;
• finding particular cuisines or food types;
• explaining delivery and collection options;
• answering questions about NunnyEatz;
• locating your own order where appropriate;
• collecting details about an order problem;
• asking for information needed to investigate a complaint;
• explaining relevant NunnyEatz policies; and
• getting your enquiry to the appropriate Merchant or NunnyEatz team.

Can Ziggy recommend businesses near me?

Ziggy can help identify businesses, food, products or services available through the NunnyEatz marketplace using information we hold about those businesses.

For example, you may be able to ask Ziggy to find a particular type of food near your postcode or identify businesses offering particular fulfilment options.

Ziggy’s marketplace assistance is based on information available through NunnyEatz.

Can Ziggy decide whether I get a refund?

No.

Ziggy may collect information and assist with organising or investigating a complaint, but she does not make final decisions about disputed refunds or compensation.

For complaints about food, products or services supplied by a Merchant, the Merchant normally makes that decision.

For matters that are the responsibility of NunnyEatz, an authorised member of the NunnyEatz team makes the appropriate decision.

Can Ziggy issue a refund?

Ziggy does not have authority to make final disputed-refund decisions.

Where a refund requires approval, it must be approved by the appropriate Merchant or an authorised member of the NunnyEatz team.

Does Ziggy give out customer or Merchant information?

Ziggy is designed to provide public marketplace information and information appropriate to the authenticated customer using the service.

She is not intended to disclose private information belonging to another customer, Merchant or user.

Can I ask Ziggy anything?

Ziggy is designed specifically to help with NunnyEatz, businesses available through NunnyEatz and matters directly connected with using the marketplace.

She isn’t intended to be a general-purpose chatbot.

If you ask about something outside her role, she may redirect you back to the things she can help with.

Can I ask to speak to a person?

Yes.

You can ask for human help where appropriate or use our Contact & Complaints page.

How do I earn Z Points?

Eligible customers earn 10 Z Points for each £1 spent on qualifying goods. Delivery charges and the NunnyEatz service fee are excluded. Points remain pending until the order is completed.

How much are Z Points worth?

Z Points are promotional points and do not have a cash value. Each reward has its own points price, so points are not presented as a fixed amount of money. Available rewards and their points prices are always shown before redemption.

What is the ReferZ invitation reward?

When a new customer joins through your ReferZ invitation and completes their first qualifying paid order, you both receive 50 Z Points. Self-referrals, duplicate accounts, cancelled orders and fully refunded orders do not qualify.

What is ReferZ?

ReferZ lets verified customers recommend a business without writing a public review. You may optionally choose positive compliments such as great food, friendly staff, great value, quick service or would order again.

Can people see who recommended a business?

Public business pages show anonymous totals only. Connected friends see your first name only if you enable named activity; otherwise they see 'A friend recommends...'.

How do I connect with somebody?

Open ReferZ from your Account and create a private QR code or sharing link. The other person must be signed in and accept. NunnyEatz does not upload your contacts and there is no public people search.

Can I remove or block somebody?

Yes. Open ReferZ to remove, block or report a connection. Blocking stops the connection and its named activity.

Full programme conditions are in the Customer Terms.

I own a local business. Can I join NunnyEatz?

We’d love to hear from local restaurants, takeaways, retailers and service providers interested in joining the marketplace.

Visit our Sell With Us / Merchant Support page for more information.

Do I have to be a takeaway?

No.

NunnyEatz is designed for:

• restaurants;
• takeaways;
• retailers and shops; and
• service businesses.

Availability of particular marketplace features will depend on the type of business and the features currently supported.

I’m already a NunnyEatz Merchant and need help.

Visit Sell With Us / Merchant Support or contact:

info@nunnyeatz.co.uk

Please include your business name so we can identify the correct Merchant account.

How does NunnyEatz use my personal information?

Please see our Privacy Policy for information about what personal information we collect, why we use it, who we may share it with and your rights.

Does NunnyEatz use cookies?

Please see our Cookie Policy for information about cookies and similar technologies used by NunnyEatz.

How is information I give Ziggy used?

Information provided to Ziggy may be used to provide support, understand your enquiry, locate relevant information, organise a complaint and direct your enquiry to the appropriate Merchant or NunnyEatz team.

Please don’t provide information that isn’t necessary for us to deal with your enquiry.

For more information about how we use personal information, please see our Privacy Policy.

If you haven’t found the answer you need, we’re here to help.

Visit our Contact & Complaints page or email:

info@nunnyeatz.co.uk

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