Terms and conditions

Last updated: 14 November 2026

1. Who we are

Derby Eats lets you order food from independent takeaways and restaurants in Derby. In these terms, "we", "us" and "our" mean Derby Eats. You can contact us on 01332 327436 or at contact@derby-eats.co.uk.

These terms apply when you use derby-eats.co.uk, our ordering site or the Derby Eats app, and when you order through them. Please read them before you order.

2. How ordering works

• The restaurants on Derby Eats are independent businesses. They make your food.
• When you order, you pay us. We take your order and your payment, and we pass your order to the restaurant accurately on your behalf. We may do this directly or through the online ordering or delivery service the restaurant uses.
• The restaurant is responsible for the food. That covers its preparation, quality, ingredients, allergen information, food safety and hygiene. It also covers the delivery, when the restaurant delivers the order itself.

3. Placing and accepting your order

• Your order is accepted when we confirm that it has been passed to the restaurant.
• Sometimes we can't place an order. For example, the restaurant has just closed, is too busy, or has run out of a dish. If that happens, we'll tell you and refund you in full, or offer you a change if you'd prefer.

4. Prices, charges and payment

• Prices are in pounds and include VAT where it applies.
• We charge a £0.99 service charge on every order, plus a delivery fee. We show both before you pay.
• Prices are set by Derby Eats. They may be different from the restaurant's own prices or from prices on other apps.
• You pay by card when you order. We don't take cash, and drivers can't take payment.
• If a price on our site is clearly wrong, we'll contact you before your order is placed, or cancel it and refund you in full.

5. Delivery

• Your food is delivered by the restaurant's own driver or by a delivery service the restaurant uses.
• Delivery times are estimates. Kitchens and roads get busy, especially at peak times.
• Please check that your address and phone number are right. If the driver can't find you or reach you, they may not be able to deliver. If the details you gave were wrong, we may not be able to refund you.

6. Food allergies

If you have a food allergy or intolerance, please contact the restaurant before you order. Allergen information comes from the restaurant, and the restaurant is responsible for it. Our Allergies page has more.

7. If something goes wrong

• Report a missing, wrong or undelivered order within 24 hours. Call 01332 327436 or email contact@derby-eats.co.uk with your order number.
• We'll take it up with the restaurant and refund the affected items if your order didn't arrive or was wrong.
• Refunds go back to the card you paid with. Your bank may take a few days to show them.
• None of this affects your legal rights as a consumer. Citizens Advice can tell you more about them.

8. Cancelling an order

Your food is made to order and meant to be eaten straight away, so you can't cancel once we've passed your order to the restaurant. The usual 14-day right to cancel doesn't apply to food like this. If you've ordered for a later time, call us as soon as you can and we'll do our best to cancel it.

9. Alcohol and other age-restricted items

You must be 18 or over to order alcohol or other age-restricted items. The driver may ask for ID, and won't hand them over if you can't show it or appear to be drunk. We may not be able to refund items that weren't handed over for these reasons.

10. Our responsibility to you

• Derby Eats is not responsible for the food. As section 2 says, the restaurant is responsible for its food, and for the delivery when it delivers the order itself.
• We are responsible for taking your order and payment, and for passing your order to the restaurant accurately. If we get this wrong through our own failure to use reasonable care and skill, we're responsible for loss you suffer that is a foreseeable result.
• Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, or for fraud. It also doesn't affect your legal rights as a consumer.
• Derby Eats is for personal use. We're not responsible for business losses.

11. Using our website and app

• Please give us true details. If you have an account, keep your password safe.
• Treat drivers and restaurant staff with respect. We may refuse orders from anyone who abuses them or misuses Derby Eats.
• The words, pictures and logos on Derby Eats belong to us or to the restaurants. Don't copy them without permission.
• Our sites link to other websites. We're not responsible for what's on them.

12. Changes to these terms

We may update these terms from time to time. The version on this page when you order is the one that applies to that order.

13. The law

These terms are governed by the law of England and Wales. If you want to take court action, you can do so in England and Wales, or in Scotland or Northern Ireland if you live there.

14. Contact us

Call 01332 327436 or email contact@derby-eats.co.uk.