Terms of Use

1. About Pantry and these terms

Pantry by FoodBank.ng is operated by DOA Technologies Ltd, a private limited company incorporated in Scotland, United Kingdom, company number 899261. In these terms, “Pantry”, “we”, “us”, and “our” refer to DOA Technologies Ltd. Contact us at support@foodbank.ng.

These terms form the contract between you and us. They apply only to Pantry. The separate FoodBank.ng Nigerian credit marketplace has different terms. You must be at least 18 years old and legally able to enter a contract to create or control a Pantry account.

2. What Pantry provides

• UK Store and Bulk Buy Groups: customers browse products priced in pounds sterling, buy alone or contribute through a group, and receive goods at an agreed UK delivery address.
• Family Basket: a UK customer chooses and pays for a grocery basket that we arrange to fulfil to a nominated recipient in Nigeria.
• Pantry balance: a payment-on-account record used for Pantry purchases and group contributions. It is not a bank account, savings account, credit facility, or investment, and it pays no interest.

Availability, delivery areas, minimum order or contribution amounts, group targets, and fulfilment schedules are shown in the relevant product, basket, group, or checkout screen. We may refuse or cancel activity reasonably suspected to involve fraud, unlawful conduct, payment abuse, or a material breach of these terms.

3. Your account

You must provide accurate, current information, keep your sign-in details secure, and tell us promptly about unauthorised use. You are responsible for activity carried out through your account unless it resulted from our failure to use reasonable care and skill. You must not create an account for a child, impersonate another person, misuse promotional offers, interfere with the service, or use Pantry for unlawful or commercial resale activity without our written agreement.

4. Products, food information, and substitutions

We take reasonable care to describe products accurately. Packaging, colour, and appearance can vary, but the goods supplied must match their description and meet the standards required by law. Product availability can change before an order is accepted.

Ingredient and allergen information should be available before purchase and again with the food on delivery. Always read the current label before consuming a product because recipes and supplier information can change. If you or a recipient has an allergy or intolerance, check the product information and contact us before ordering if anything is unclear. We will not substitute an item where the substitute would materially differ, cost more, or create a known allergen concern without your agreement.

5. Prices, payments, and Pantry balance

UK Store prices and wallet funding are shown in pounds sterling. The price, taxes where applicable, delivery charge, and total are shown before you commit to an order or payment. Family Basket prices may reflect conversion and fulfilment costs for delivery in Nigeria; the amount you authorise in pounds sterling is the amount charged unless you approve a later change.

Card payments are handled by our payment provider, Stripe. Their own terms may also apply. A Pantry balance can be used only for Pantry transactions and cannot be sold, transferred between customers, or withdrawn as cash except where a refund is legally due or we expressly provide a withdrawal facility. We may correct an obvious balance error after investigating it and giving you an explanation.

6. Orders and contract formation

Placing an order is an offer to buy. An automated acknowledgement only confirms receipt. We accept the order when we send an acceptance or dispatch confirmation, or begin fulfilment, whichever happens first. If we cannot accept an order, we will tell you and return any amount taken for it to the original payment method or, with your agreement and where lawful, your Pantry balance.

We will provide the order details and these terms in a form you can save. Unless another date is agreed with you, UK goods will be delivered without undue delay and within 30 days after the contract is made.

7. Bulk Buy Groups

A group lets members contribute towards products or a buying round. The screen for the group states the target, deadline, contribution, delivery plan, and organiser. Money assigned to a group is committed to that group until the round closes, you leave under the available rules, or the round is cancelled. If a round cannot proceed, each affected member's unused contribution will be returned to their Pantry balance or the original payment route where required by law.

A group organiser coordinates participation but cannot change another member's account or use another member's contribution for a different purpose. We may remove a member or close a group to address fraud, abuse, safety, legal obligations, or a failed order.

8. Recurring Family Baskets

If you choose a recurring basket, the frequency and next scheduled date are shown in your account. Each cycle is a separate order at the price shown for that cycle. You can pause or cancel future cycles through the available account controls before processing begins. A cycle will not be fulfilled if payment or Pantry balance is insufficient. Cancelling future cycles does not cancel a basket already accepted or affect rights you have for that basket.

9. Delivery

You must provide a complete, accurate address, postcode, recipient name, phone number, and any access information needed for delivery. Tell us promptly if those details change. We may share necessary delivery details with suppliers, fulfilment teams, and couriers.

You own the goods and bear the risk of loss or damage when they are delivered to you, the named recipient, or a safe place you authorised. We are responsible for delivery partners we use to perform our contract, subject to events outside our reasonable control and your legal rights. If delivery is delayed materially, missing, damaged, or incorrect, contact us promptly so we can investigate and provide the remedy required by law.

10. Cancellation, returns, and refunds

For most non-perishable goods ordered online for UK delivery, you may cancel without giving a reason from the time of order until 14 days after receiving the goods, then have another 14 days to return them. We will refund qualifying returned goods and the standard outbound delivery charge within the period required by law. You may be responsible for return postage where the goods are not faulty and we told you before purchase.

The change-of-mind right does not apply to goods liable to deteriorate or expire rapidly, personalised goods, or sealed goods that are not suitable for return for health or hygiene reasons after the seal is broken. The relevant product or checkout information will identify an exception where it applies. These exceptions do not remove your rights when goods are faulty, unsafe, damaged, not as described, or otherwise fail to conform to the contract.

To cancel, report a problem, or request a return, email support@foodbank.ng with your order number and enough information for us to help. Where a legal refund is due, we will use the original payment method unless you expressly agree to another method and the law permits it.

11. Your statutory rights

Nothing in these terms limits your rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, or other mandatory consumer law. Goods must be of satisfactory quality, fit for purpose, and as described. Services must be performed with reasonable care and skill. Advice about your rights is available from Citizens Advice or the relevant consumer body in your part of the UK.

12. Our responsibility

We do not exclude or limit liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights, or defective products where the law does not permit exclusion. We are responsible for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for losses that were not foreseeable, avoidable losses you could reasonably have reduced, or business losses arising from consumer use of Pantry.

13. Service availability and changes

We may maintain, update, or change Pantry to improve security, comply with law, or reflect reasonable operational changes. We will not use a change to take away rights attached to an order already accepted. If we change these terms materially, we will post the new version and give reasonable notice where appropriate. The version in force when we accept an order normally governs that order.

14. Ending or suspending an account

You may stop using Pantry and ask us to close your account, subject to completing active orders, refunds, and required records. We may restrict or suspend an account where reasonably necessary for security, fraud prevention, legal compliance, non-payment, or a serious breach. We will explain the reason unless law or security prevents us, and we will not retain money that must legally be refunded.

15. Complaints, law, and disputes

Please send complaints to support@foodbank.ng. Include your order or transaction reference and the outcome you are seeking. We will acknowledge and investigate the complaint and aim to provide a clear response within a reasonable time.

These terms are governed by the laws of England and Wales, but this does not deprive you of mandatory protections provided by the law of the UK country where you live. If you are a consumer, you may bring proceedings in the courts that have jurisdiction where you live. We may also agree to use an appropriate independent dispute-resolution service.

16. Other terms

If one part of these terms is unenforceable, the remaining parts continue to apply. A delay in enforcing a right is not a waiver. You may not transfer your contract without our consent, but we may transfer it as part of a genuine business reorganisation if this does not reduce your rights. Only you and we may enforce these terms, except where applicable law gives another person a right.