Site Terms and Conditions

Last Updated: 01/05/2026

1. Introduction and Our Role

1.1 Company Details: Graen is a trading name of Ceres Technologies Limited, a company registered in England and Wales with Company Registered Number: 17035142. Our registered office address is St. Georges House, 15 Hanover Square, London, England, W1S 1HS ("Graen", "we", "us").

1.2 Service: Graen provides a way for you to communicate your orders ("Orders") for products ("Products") to caterers and restaurants ("Partners") displayed on our website or mobile application (the "Service").

1.3 Agency: We act as a commercial agent for our Partners. When you place an Order, the legal contract for the supply and purchase of Products is between you and the Partner. We are responsible for the administration of the Service, but we are not responsible for the preparation or quality of the Products themselves.

2. Order Placement and Processing

2.1 Submission: Once you have selected your Products and provided your payment details, your Order is submitted to the Partner.
2.2 Confirmation: We will send you an acknowledgement email. This does not mean your Order has been accepted.
2.3 Partner Acceptance: Partners have the discretion to reject Orders (e.g., due to being too busy, weather conditions, or item availability). The contract is formed only when we send you a confirmation that the Partner has accepted the Order.
2.4 Cancellations: Once an Order is accepted and preparation has begun, you do not have a right to cancel or receive a refund under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This is because

(a) The Products are of a perishable nature and are likely to deteriorate or expire rapidly; and

(b) For hygiene and health protection reasons, sealed items (such as drinks or pre-packaged food) cannot be returned once unsealed.

2.5 Faulty or Incorrect Goods: If you receive a Product that is not as described, or is of unsatisfactory quality, you must notify us within 24 hours of delivery. To process a refund or credit, we may require photographic evidence of the issue.

3. Delivery and Collection

3.1 Estimated Times: Delivery and collection times are provided by Partners and are estimates only. Neither Graen nor the Partners guarantee that Orders will be delivered or available for collection within the estimated times.
3.2 Delivery Service: Delivery may be provided by the Partner or by a third-party courier service engaged via the Graen platform.
3.3 Failed Delivery: If you are not present at the delivery address to receive the Order, the courier will attempt to contact you. If they cannot reach you, the Order will be left at your door or destroyed, and you will still be charged.

4. Price and Payment

4.1 Service & Delivery Fees: We charge a Service Fee for the use of our platform and a Delivery Fee (where applicable). These will be clearly displayed at checkout.
4.2 Payment Methods: Payment must be made through the Graen platform via an approved payment method.

5. Age Restricted Products

5.1 Alcohol and Tobacco: By placing an Order for age-restricted items, you confirm you are at least 18 years old.
5.2 ID Verification: Partners or couriers reserve the right to request valid photo ID upon delivery. If you cannot provide proof of age, the age-restricted items will not be delivered, and a restocking fee may apply.

6. Liability and Disclaimers

6.1 Product Information: All menu descriptions, food preparation, and allergen accuracy are the sole responsibility of the restaurant Partner supplying the meal. Graen does not manufacture or prepare the food and cannot guarantee that any item is completely allergen-free. If you have a food allergy, intolerance, or dietary restriction, you must contact the Partner directly before placing your order to ensure your safety.
6.2 Quality: We do not give any undertaking that the Products ordered from any Partner will be of satisfactory quality or suitable for your purpose and we disclaim any such warranties.
6.3 Limit of Liability: To the extent permitted by law, Graen's total liability to you in respect of all losses arising under or in connection with the Service shall not exceed the price of your Order.

7. Customer Reviews and Conduct

7.1 Reviews: Any reviews you submit must not be defamatory, offensive, or infringe on third-party intellectual property.
7.2 Removal: Graen reserves the right to remove any reviews or content that violates these Terms.

8. Governing Law

These Terms are governed by the laws of England and Wales and are subject to the exclusive jurisdiction of the English courts.