Welcome to mytrolly. This page (together with the documents referred to in it) tells you the terms (the Terms) which apply when you order any menu items (the "Items") from our mytrolly.co.uk website or mobile applications and related services (each referred to as an Application).

Please read these Terms carefully before creating a mytrolly account or using our Application. If you have any questions relating to these Terms please contact support@mytrolly.co.uk. If you are a consumer, you have certain legal rights when you order Items using our Application. You can find more information about these rights at: https://www.citizensadvice.org.uk/consumer/. Your legal rights are not affected by these Terms, which apply in addition to them and do not replace them.  By setting up your mytrolly account, you confirm that you accept these Terms.

1. Information About Us

mytrolly.co.uk is operated by Roofoods Ltd, a company incorporated and registered in England and Wales, whose registered office is at The River Building, Level 1 Cannon Bridge House, 1 Cousin Lane, EC4R 3TE, London, United Kingdom. Our Company registration number is 08167130. Our VAT number is 286 7364 55. You may contact us at support@mytrolly.co.uk, or by using the instant messaging facility on our Application.

2. Purpose

Our objective is to link you to the businesses we partner with (Partners") and allow you to order Items for delivery (our Service). Where you order from a Partner, mytrolly acts as an agent on behalf of that Partner to conclude your order from our Application and to manage your experience throughout the order process. Once you have placed an order, delivery of your Items will be arranged by mytrolly (mytrolly Delivery) or our Partner (Partner Delivery) (each a Delivery) depending on the Partner you have selected. In some cases, such as mytrolly HOP, the Partner may be owned by or affiliated with us, in which case mytrolly provides both the Items and the Delivery.  

3. Your Account

Before you can place orders for Items using our Application, you need to open a mytrolly account. When you open an account you may create a password, or other secure login method, and may also have to provide credit card details. You must keep any password you create, or other secure login method, secret, and prevent others from accessing your email account or mobile phone. If another person uses these methods to access your account, you will be responsible to pay for any Items they order, and we are not responsible for any other losses you suffer, unless the person using your password obtained it because we did not keep it secure.

You may close your account at any time by requesting to do so in your account section of our website or contacting us using the contact details above. We may suspend your access to your account, or close it permanently, if we believe that your account has been used by someone else. We may also close your account if in our opinion you are abusing our Service (for example, by applying for refunds or credit to which we do not consider you are entitled, making repeated unreasonable complaints, mistreating our staff or riders, placing orders for potentially hazardous items in bulk quantities, or any other good reason). If we close your account permanently we will refund any remaining account credit you have validly obtained from our customer service team or Application following any issue with an order, by applying a credit to your registered credit card, or if that is not possible for any reason, by way of a bank transfer using bank details (provided you have supplied them to us).

4. Service Availability

Each Partner has a prescribed delivery area. This delivery area may change at any time due to factors such as weather, or demand on our service. This is to ensure that Items reach your door at their best. Our Partners each decide their own operating hours. That means that the availability of our Service, and the range of Partners from which you can order, depends on the Partners in your area. If you try to order a delivery to a location outside the delivery area or operating hours of a Partner, or the Application is otherwise unavailable for any reason, we will notify you that ordering will not be possible.

5. Orders

You must be aged 18 or older to use our Site and Service. By placing an order through our Application, you confirm that you are aged 18 or older. When you place an order through our Application, it needs to be accepted by us or the Partner before it is confirmed. We will send you a notification if your order has been accepted (the "Confirmation Notice"). The contract for the supply of any Item you have ordered comes into existence when we send the Confirmation Notice. You are responsible for paying for all Items ordered using your account, and for related delivery charges, and for complying with these Terms, even if you have ordered the Item for someone else. Some Partners operate a minimum order value policy. This will be displayed on our Application. All Items are subject to availability.  Partners may use nuts or other allergens in the preparation of certain Items. Increasing numbers of Partners will be displaying dish by dish allergens information. Where that information is not available or if you have further questions, please contact the Partner prior to ordering if you have an allergy. mytrolly cannot guarantee that any of the Items sold by our Partners are free of allergens.

6. Delivery

When you place an order you will have the choice to place it as an ASAP Delivery or a Scheduled Delivery. For an ASAP Delivery, we will tell you an estimated delivery time for your Item before you place the order, but we will attempt delivery as soon as possible; you must therefore be available to accept delivery from the time you place the order. For a Scheduled Delivery, we will tell you the time when the Item is expected to be delivered; you must be available to accept delivery for ten minutes before and ten minutes after that time. We may also talk about delivery timing in our marketing communications. It's important that you always check our app for accurate delivery times, as this can vary for a number of reasons including meal preparation time, traffic and weather conditions and Rider availability. 

Unfortunately, despite our, and our Partner's best efforts, things do not always go to plan and factors may prevent us from delivering your Item on time. If your order is more than 15 minutes later than the time we communicated to you when you placed the order, and we haven’t notified you giving you the option to cancel your order, we will work with you to make things right unless you have caused the delay (e.g. because you gave us the wrong address or did not come to the door).

We will attempt delivery at the address you provide to us when you place your order. If you need to change the delivery location after you have placed your order, we may be able to change to the address to an alternative one that is registered with your account if you let us know before the rider has been dispatched, and the new address is within the same zone as the address you originally ordered your Item to. If we cannot change the delivery address, you have the option to cancel the order, but if food preparation has started you will be charged the full price for the Item, and if the rider has been despatched you will also be charged for delivery.

You will still be charged for the Item and for delivery in the event of a failed delivery if you have caused such failure for any reason. Reasons you might cause a delivery to fail include (but are not limited to):   

• You do not come to the door, did not pick up the phone when the rider contacted you using the contact information you have provided us and/or you picked up the phone but then failed to provide access within a reasonable amount of time, and the rider is unable to find a safe location to leave the food.
• The rider refuses to deliver the Item to you in accordance with section 8 (Age Restricted Products).

10. Prices, Payment and Offers

Prices include VAT. You confirm that you are using our Service for personal, non-commercial use. mytrolly may operate dynamic pricing some of the time, which means that prices of Items and delivery may change while you are browsing. Prices can also change at any time at the discretion of the Partner. We reserve the right to charge a Service Fee, which may be subject to change, for the provision of our Services. You will be notified of any applicable Service Fee and taxes prior to purchase on the checkout page on our Application. No changes will affect existing confirmed orders, unless there is an obvious pricing mistake. Nor will changes to prices affect any orders in process and appearing within your basket, provided you complete the order within 2 hours of creating the basket. If you do not conclude the order before the 2 hour cut-off the items will be removed from your basket automatically and the price change will apply. If there is an obvious pricing mistake we will notify you as soon as we can and you will have the choice of confirming the order at the original price or cancelling the order without charge and with a full refund of any money already paid.  Where mytrolly or any Partner makes a delivery, we or the Partner may also charge you a delivery fee. This will be notified to you during the order process before you complete your order.

The total price of your order will be set out on the checkout page on our Application, including the prices of Items and Delivery and applicable Service Fees and taxes.

Payment for all Items and deliveries can be made on our Application by credit or debit card, or other payment method made available by mytrolly. Once your order has been confirmed your credit or debit card will be authorised and the total amount marked for payment. Payment is made directly to mytrolly acting as agent on behalf of the Partner only. Payment may also be made by using vouchers or account credit. Use of these is subject to mytrolly's Voucher and Account Credit Terms.

We are authorised by our Partners to accept payment on their behalf and payment of the price of any Items or delivery charges to us will fulfil your obligation to pay the price to the Partner. In some cases, you can alternatively make your payment in cash directly to the Partner by paying the rider at the time of delivery.  Where cash payment is possible, this will be made clear on our Application before you place your order.

Partners sometimes make special offers available through our Application. These are visible when you look at a Partner menu. These offers are at the discretion of the Partner. Unless the offer terms state a fixed or minimum period for which an offer will be available, it can be withdrawn at any time, unless you have already placed an order based on the offer and we have sent the Confirmation Notice.

13. Data Protection

We process your personal data in accordance with our Privacy Policy which can be found here.

Terms for Promotions and Competitions

1. Promotions and competitions run by mytrolly are subject to separate terms and conditions, which are available at https://mytrolly.co.uk/terms_condition.html