Using Basildon Delivery

Platform operator

The platform is operated under the Basildon Delivery name.

Correspondence address:

Basildon Delivery
Office 9899
321-323 High Road
Chadwell Heath
Essex
RM6 6AX
United Kingdom

For support, use the contact and support page.

Basic service model

• Basildon Delivery provides local ordering, checkout, dispatch, support, and delivery workflow tools.
• Participating shops sell their own goods through their storefronts.
• Each shop is responsible for its products, prices, stock, product descriptions, allergens, legal right to sell the goods, and preparation of the order.
• Riders collect orders from shops and deliver them to the customer address after the shop marks the order ready.
• Different responsibility rules apply depending on whether the rider is shop-managed or a shared platform rider.

Orders and acceptance

• Submitting an order is an offer to buy the selected items from the chosen shop and to use the delivery service offered for that order.
• An order is not guaranteed until it has been accepted by the shop and any required payment checks have passed.
• The shop may reject or cancel an order if items are unavailable, the shop cannot prepare the order, the delivery address is outside coverage, payment fails, legal restrictions apply, or there is another operational problem.
• Customers must provide accurate contact details, delivery address details, and any information needed for delivery or age checks.
• Product photos are for guidance only. Product packaging, availability, and exact appearance may vary.

Product information, food, and allergens

• Shops are responsible for making sure product information is accurate and legally compliant.
• Food shops are responsible for food hygiene, safe preparation, allergen information, labelling, and any local authority registration or approval they need.
• If you have an allergy, intolerance, or dietary requirement, check the product information carefully and contact the shop before ordering if anything is unclear.
• Do not rely only on photos, short names, or previous purchases when ordering food or other sensitive products.

Prices, fees, and payment

• Item prices are intended to match the shop's normal in-shop prices where the shop has configured them correctly.
• Delivery charges, Rush delivery charges, rider tips, and the customer-facing platform fee are shown separately where they apply.
• The checkout total is shown before the order is submitted.
• Where shop card payment is offered, the payment is handled by the shop using its own terminal, payment link, or payment processor. Basildon Delivery does not collect or store full payment card details.
• Cash on delivery and shop credit are only available where the shop and platform settings allow them.
• If a payment, refund, chargeback, or billing problem occurs, the shop, Basildon Delivery, and the shop's payment processor records may need to be reviewed.

Delivery availability

• Delivery availability depends on shop opening hours, delivery zones, selected slots, Rush settings, product timing, rider availability, rider capacity, weather, safety, and operational conditions.
• Normal delivery uses a delivery slot where slots are enabled.
• Rush delivery is only offered when the shop, basket, delivery zone, and rider coverage allow it.
• Delivery times are estimates, not guarantees, unless clearly stated otherwise at checkout.
• Basildon Delivery may pause or restrict ordering if the service cannot operate safely or reliably.

Pickup, handover, and proof of delivery

• Pickup and dropoff PINs may be used to confirm that an order has been collected and handed over.
• The customer or recipient must not share a dropoff PIN unless they are ready for the order to be handed over.
• If a PIN cannot be provided, the shop or platform admin may need to use support and PIN rescue tools.
• Successful PIN verification is strong evidence that the order was handed over to the recipient or a person able to receive it.
• Safe-place delivery is not available unless it is specifically offered during checkout or support agrees it for that order.

Rider models

Basildon Delivery supports two rider models:

• Shop-managed riders: riders added or invited by a shop for that shop's own deliveries.
• Shared platform riders: riders onboarded or approved by Basildon Delivery and made available across participating shops.

A rider may only see or claim work where their account, activation status, shop assignment, capacity, and zone settings allow it.

Shop-managed rider responsibility

• Where a shop adds, invites, or uses a shop-managed rider, the shop is responsible for checking that the rider is suitable and legally entitled to carry out delivery work for that shop.
• This includes identity checks, right-to-work checks, DBS or background checks where appropriate, insurance suitability, training, conduct, and shop-specific operating rules.
• The shop must not add or use a shop-managed rider unless it has completed the checks required by law and is satisfied the rider is suitable.
• Basildon Delivery provides software and dispatch tools for shop-managed riders but does not verify, employ, supervise, or accept responsibility for them.
• The shop agrees to protect Basildon Delivery from losses, claims, penalties, costs, or disputes caused by the shop's failure to check, manage, pay, train, insure, or supervise a shop-managed rider properly.

Shared platform rider responsibility

• Where Basildon Delivery provides, onboards, or approves a shared platform rider, Basildon Delivery is responsible for the platform onboarding checks it chooses or is required to carry out.
• Shared platform riders may be assigned to more than one shop, subject to platform approval and shop access controls.
• A shop may restrict or remove a shared platform rider from collecting orders from that shop.
• Basildon Delivery may suspend, restrict, reject, or disable any shared platform rider where there are safety, compliance, fraud, payment, conduct, or operational concerns.

Rider payment models

Each shop has a rider payment model set by platform admin. Future orders snapshot that model when the order is created, so later changes to the shop setting do not change old orders.

• Shared platform riders only: Basildon Delivery supplies and pays the rider. Delivery fees, Rush fees, rider tips, and platform fees are platform-owned.
• Shop-managed riders only: the shop supplies and pays its own rider. Delivery fees, Rush fees, and rider tips go to the shop. The platform fee remains platform-owned.
• Mixed shop/shared riders: delivery fees, Rush fees, and rider tips go to the shop at checkout. If Basildon Delivery later supplies a shared platform rider for that order, the shop is billed separately for the shared rider work.

Rider tips are intended for the rider. The route they take depends on the rider payment model and the rider who completes the delivery.

Age-restricted goods

• Customers must only order age-restricted goods if they are legally old enough to buy them.
• The recipient must be available at delivery and must be able to complete any required age check.
• Riders may use a Challenge 25 style approach. If the recipient appears under 25, or the rider is unsure, valid photo ID may be required.
• If the age check fails, restricted goods must not be handed over and may be returned to the shop.
• The shop and platform admin may then review refund, credit, cancellation, or return options.

Refunds, cancellations, and substitutions

• Refund and cancellation handling is explained on the refunds and cancellations page.
• If an item is unavailable, the shop should resolve this before delivery where possible. This may involve cancelling the item, cancelling the order, issuing a refund, offering shop credit, or contacting the customer.
• Nothing in these terms removes statutory rights that apply to faulty, misdescribed, unsafe, or incorrectly supplied goods.

Accounts and acceptable use

• Users should provide accurate information and keep account details secure.
• Do not share rider accounts, impersonate another person, submit false orders, abuse the support process, interfere with deliveries, or misuse payment or refund systems.
• Shops and riders must keep account, assignment, payment, and compliance information accurate and up to date.
• Accounts, shops, riders, and orders may be restricted, disabled, cancelled, or reviewed if there are safety, fraud, legal, payment, compliance, abuse, or operational concerns.

Employment and contractor status

• These terms describe how Basildon Delivery intends the platform to operate, but a person's legal employment, worker, contractor, or self-employed status depends on the real working relationship and applicable law.
• Shops are responsible for taking their own advice about the status, payment, tax, insurance, and legal responsibilities connected with shop-managed riders.
• Basildon Delivery may require shops or riders to provide further information, declarations, or evidence before enabling rider access or payment flows.

Service changes, suspension, and availability

• The platform may be changed, paused, or withdrawn during the pilot.
• Basildon Delivery may restrict shops, riders, products, payment methods, delivery areas, or customer accounts where needed for safety, compliance, fraud prevention, support, or operational reliability.
• We will try to keep the platform available, but we do not guarantee uninterrupted access.

Liability

• Nothing in these terms limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or rights that cannot legally be excluded.
• Subject to that, Basildon Delivery is not responsible for shop product descriptions, shop stock, shop food safety, shop allergen information, or shop-managed rider compliance.
• The platform is not intended for high-value, high-risk, illegal, dangerous, or unsupported goods.

Disputes and chargebacks

• If something goes wrong, contact support promptly so the shop, rider, and platform records can be reviewed.
• If a card dispute or chargeback is opened with the shop's payment processor, order details, payment records, PIN verification, delivery history, and support messages may be used as evidence.
• Fraudulent orders, false disputes, repeated abuse, or deliberate misuse may lead to account restriction.

Governing law

These terms are intended to be governed by the laws of England and Wales. Consumer rights that apply by law are not affected.

Support and problems

If there is a problem with an order, delivery, payment, age check, rider assignment, rider payment, or account, use the support page as soon as possible. The relevant shop, rider, and platform admin may need to review order, delivery, payment, and account records to resolve the issue.