1. About us

HEDEO FOODS is a UK-based food business offering freshly prepared food orders, catering services and private cooking services. By using our website or placing an order you agree to these Terms and Conditions in full. If you do not agree, please do not use our website or services.

2. Ordering

All orders placed through our website are subject to acceptance and product availability. We will confirm your order by email and/or through the order tracking page. We reserve the right to refuse or cancel any order at our discretion — for example, if a product is no longer available or if we suspect fraudulent activity. If we cancel a confirmed and paid order, a full refund will be issued promptly.

3. Product availability

Menu items, pastries, cakes, food packs and other products are subject to availability. All products are freshly prepared and some are made to order. Where an item becomes unavailable after an order is placed, we will contact you as soon as possible to offer a suitable substitution or a full refund for the affected item(s).

4. Customer responsibility

You are responsible for providing accurate information at checkout, including your full name, contact number, email address, delivery address (where applicable), preferred date and time, and any dietary or allergen requirements. HEDEO FOODS is not responsible for loss or inconvenience caused by inaccurate information provided by the customer. If you have a food allergy or intolerance, you must inform us at the point of ordering — do not assume any product is allergen-free.

5. Delivery and pickup

• Delivery: we deliver to the locations available at checkout. Delivery times are estimates and may vary due to traffic, weather or other factors beyond our control. We are not liable for delays outside our reasonable control.
• Pickup (Ready for Pickup): collection must be made from our designated pickup address at the time confirmed in your order. Please arrive promptly — perishable items left uncollected may be discarded after a reasonable period.
• If a delivery cannot be completed because nobody is available at the provided address, the order may be returned to us. Re-delivery charges may apply and a refund is not guaranteed for perishable items in this situation.

6. Preparation time and lead times

Each product carries a preparation lead time, which is shown at checkout when selecting your preferred date and time. We cannot promise fulfilment within shorter timeframes unless explicitly confirmed by us in writing. Lead times exist to ensure quality — please plan your order in advance.

7. Payment

We offer two payment methods:

• Secure Online Payment — processed by Stripe, our third-party payment provider. Your card details are entered directly into Stripe's secure checkout environment and are never transmitted to or stored by HEDEO FOODS. We receive only a payment confirmation and reference number.
• Payment on Delivery — payment is made in full when your order is collected or delivered. We reserve the right to refuse delivery or collection if payment is not made at the agreed time. Repeated non-payment may result in future orders being declined.

All prices are displayed inclusive of any applicable taxes. Payment must be made in full before we begin preparing your order (for online payments) or upon receipt (for Payment on Delivery).

8. Consumer rights

Your statutory rights under UK consumer law apply to all transactions with HEDEO FOODS. In particular:

• Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your order does not meet these standards, please contact us promptly.
• Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a 14-day cooling-off right applies to most distance purchases. However, this right does not apply to goods that are liable to deteriorate or expire rapidly — which includes the freshly-prepared and perishable food products we sell. Your right to cancel perishable food orders is governed by our Refund and Cancellation Policy.

9. Order changes

If you need to amend a confirmed order, contact us as soon as possible using the details on our Contact page or via WhatsApp. Changes cannot be guaranteed once preparation has begun. We will do our best to accommodate reasonable requests made with sufficient notice.

10. Cancellations and refunds

Our cancellation and refund terms are set out in full in our Refund and Cancellation Policy. Please read this policy before placing an order. As a summary: standard food orders may be cancelled free of charge before preparation begins; catering and cooking service cancellations within 48 hours of the event may not be refundable.

11. Catering and cooking services

Catering event requests and private cooking service requests are subject to the following additional terms:

• A minimum notice period of 48 hours is required. Requests made with shorter notice may not be accepted.
• All pricing, menus and logistical details are confirmed in a quote. A booking is only considered confirmed once we have acknowledged it in writing (by email or message).
• Any changes to the confirmed scope (guest numbers, menu, location, date) must be agreed in writing before the event. Additional charges may apply for scope increases.
• Due to the nature of these services, cancellations close to the event date are likely to incur charges — see our Refund and Cancellation Policy.

12. Allergens and dietary requirements

Our kitchen handles a wide range of ingredients including common allergens such as gluten, dairy, eggs, nuts, and sesame. While we take reasonable care to avoid cross-contamination, we cannot guarantee that any product is completely free from any allergen. Customers with severe allergies or intolerances must contact us before ordering so we can advise on suitability. HEDEO FOODS cannot accept liability for allergic reactions where allergen information was not provided at the time of ordering.

13. Limitation of liability

To the maximum extent permitted by law, HEDEO FOODS shall not be liable for any indirect, special, or consequential loss arising from the use of our website, services or products. Our total liability to you in connection with any order shall not exceed the value of that order.

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded under applicable UK law.

14. Intellectual property

All content on the HEDEO FOODS website — including text, images, logos, graphics, and page layouts — is the property of HEDEO FOODS or its licensors and is protected by UK copyright and intellectual property law. You may not reproduce, distribute or use any content without our prior written permission.

15. Website use

You agree to use our website only for lawful purposes. You must not attempt to gain unauthorised access to any part of our website or systems, submit false or misleading information, or use our website in a way that could damage, disable or impair its availability. We reserve the right to restrict access to our website at any time.

16. Governing law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Changes to these terms

We may update these Terms and Conditions from time to time. The date at the top of this page indicates when the terms were last revised. Continued use of our website or services after any changes constitutes acceptance of the revised terms.

18. Contact

For any questions about these Terms and Conditions, please contact us via our Contact page.