Powered by Zavengo™Powered by Zavengo™POP INs Delivery Service
Last updated: July 10, 2026. By using the POP INs service, you agree to these terms.
POP INs is an independent retail store, and when you order through POP INs your contract for the supply of goods is with POP INs: POP INs sells its own stock at the prices listed, and deliveries are made by POP INs's own staff. POP INs is a trading name of PR Thunai Limited, a company registered in England and Wales (company number 15430683), registered office 24 Dunsfold Road, Tilehurst, Reading, RG30 4NP, United Kingdom, VAT registration number 458861152. The POP INs app, website (popins.uk), ordering and payment service are provided and operated on POP INs's behalf by Zavengo Ltd ("Zavengo", "the Platform"), a company registered in England and Wales (company number 17138225), which supplies the technology platform and payment processing. In these terms, "we", "us", and "our" refer to Zavengo operating the POP INs service.
•The POP INs service is operated by Zavengo Ltd ("Zavengo", "we", "us", "our"), a company registered in England and Wales (Company Number 17138225), on POP INs's behalf.
•POP INs is the retailer: you buy goods directly from POP INs, which sells its own stock at the prices listed. Deliveries are made by POP INs's own staff ("Drivers"). POP INs is a trading name of PR Thunai Limited, a company registered in England and Wales (company number 15430683), registered office 24 Dunsfold Road, Tilehurst, Reading, RG30 4NP, United Kingdom, VAT registration number 458861152; the contract for the sale of goods is with that company.
•Our agreement with you relates to the provision of the ordering, payment, and delivery platform. The contract for the sale of goods is between you and POP INs.
•Our services are available via the website (popins.uk), progressive web app, and native iOS/Android applications ("the Service").
•Customers can access the Service via the website, web app, or the POP INs customer app. Drivers must use the POP INs Driver app. Admin and Support staff can access via the website or their respective native apps.
•By using the Service, you consent to receiving communications electronically via email, SMS, push notifications, and in-app messages.
•You agree that all agreements, notices, and communications we provide electronically satisfy any legal requirement for written communication.
•You may need a POP INs account to use certain features. You are responsible for maintaining the security of your account credentials, including OTP codes.
•You must provide accurate and current information. Notify us immediately if you suspect unauthorised access.
•You must not use the Service for fraudulent purposes, in connection with criminal activity, or in any way that disrupts the Service.
•We reserve the right to refuse service, terminate accounts, or remove content at our discretion.
•Our target delivery time is 20–60 minutes, depending on availability, distance, and other factors. This is an estimate, not a guarantee.
•We deliver within POP INs's local delivery area, currently up to approximately 1 mile from the store. Addresses outside that area cannot be served. The delivery area is set in our service configuration and may change on reasonable notice.
•By placing an order, you agree that we may share your personal details (including address and phone number) with POP INs's Drivers.
•We show you a live availability status (for example "available", "limited", or "busy") so you know roughly how quickly an order is likely to be picked up. This is an indication only, not a guarantee, and is not a live count of Drivers.
•If no Driver accepts your order within a reasonable timeframe, we may cancel it and notify you.
•You must be available at the delivery address to receive your order. If the Driver cannot contact you upon arrival, where you have allowed it non-age-restricted items may be left in a safe place and you will be charged in full; otherwise the items are kept and the order is treated as completed (see section 24). Age-restricted items cannot be left without ID verification and will not be delivered.
•A secure delivery PIN is provided for each order. You must present this PIN to the Driver to confirm receipt. Keep your PIN secure, Zavengo accepts no liability for loss from unauthorised use of the PIN.
•The prices shown in the POP INs catalogue are POP INs's actual retail prices, the price displayed is the price you pay for each item. There are no estimates and no post-delivery price reconciliation.
•Your total (the listed price of your items plus a delivery fee (currently £2.99) and a service fee (currently £0.99)) is displayed in full before you confirm. You pay at the door: the driver collects this total on the shop's card terminal (or in cash) when your order is delivered, nothing is charged when you place your order (see section 11). We reserve the right to change the delivery fee, the service fee, or any other charges at any time, on reasonable notice; any change only applies to orders placed after it takes effect and will be communicated under section 33 (Changes to Terms).
•Obvious errors: where an item's price, size, description, or quantity is clearly wrong (for example a unit typo such as a litre quantity shown for a millilitre product, or a price that is plainly mistaken), POP INs is not obliged to fulfil the order at that figure. The affected item or order may be cancelled or corrected with your agreement, and any amount already taken will be refunded. This does not affect your statutory rights.
•Some items are sold by weight or in variable measures (for example loose produce or deli items). The final price reflects the actual weight or measure supplied; any difference from the amount charged is refunded, or charged only with your approval.
•Items are subject to availability. An unavailable item may be substituted with your approval (see section 10) or refunded.
•Minimum and maximum order values may apply.
•All prices are in GBP.
•This section is intentionally left blank.
•Where your order includes alcohol, the sale is made by POP INs (operated by PR Thunai Limited) as the retailer, from premises licensed for the retail sale of alcohol under the Licensing Act 2003. Every alcohol sale is made or authorised by the premises' Designated Premises Supervisor, who holds a personal licence, and POP INs is responsible for meeting the premises licence conditions.
•Alcohol, tobacco, nicotine, and vape products are restricted to persons aged 18+ under UK law.
•Challenge 25 applies at the door. If the recipient could be under 25, the Driver carries out a visual age check and, where needed, asks to see valid photo ID (passport, UK/EU photocard driving licence, or a PASS-accredited card). To make this consistent, the app shows the Driver the date-of-birth cutoff for the order (the date on or before which the recipient must have been born to be 18+) so the Driver does not have to calculate ages.
•The Driver records one explicit decision for the doorstep age check on every age-restricted order, "clearly over 25", "ID checked, date of birth on or before the cutoff", or "refused", and that decision is logged by us as the record of the check. We do not ask the Driver to type in or guess the recipient's date of birth, and no biometric or ID-scanning is used: the check is a visual inspection and, where needed, a sight of physical ID only.
•If the recipient cannot satisfy the check, age-restricted items will NOT be handed over. The Driver retains the items, is still paid, and no refund is issued for those items.
•If the recipient is found to be under 18, the age-restricted items are refused, the order is placed under review, and a support ticket is created automatically.
•Proxy purchasing (ordering for someone under 18) is a criminal offence and is strictly prohibited.
•Disposable, single-use vapes are not sold. Their supply was banned across the UK from 1 June 2025; only refillable or rechargeable devices may be offered.
•Tobacco and nicotine products are listed for purchase only and are not advertised or promoted.
•No promotional offers or discounts apply to tobacco products.
•A separate, stricter rule applies to tobacco under the Tobacco and Vapes Act 2026 generational ban: anyone born on or after 1 January 2009 can never be sold tobacco, however old they are. This is distinct from the static 18+ line for alcohol and vapes. For tobacco the app shows the Driver this fixed cutoff, and the Driver refuses the tobacco items to anyone who cannot show they were born before that date.
•Alcohol orders to Scottish addresses: placed between 10am–10pm only, delivery prohibited midnight–6am.
•Alcohol must not be left with a neighbour or redirected.
•Drivers must carry delivery records as required by Scottish licensing law.
•If an item is unavailable when your order is picked, POP INs may propose a reasonable substitute (a similar product, brand, or size) for your approval, or refund that item.
•You may turn substitutions off for an order at checkout. If you do, any unavailable item is refunded rather than replaced.
•If a substitute would cost more than 15% above the original item's price, we won't proceed on that swap automatically, we'll send it to you to approve or reject before you're charged for it. If you reject it, or don't respond, that item is refunded rather than substituted. Substitutes within 15% of the original price may be supplied automatically (unless you turned substitutions off), and you're notified either way. Where an approved substitute costs less, the difference is refunded.
•You will never be charged more than the total shown at checkout without your express approval.
•You may decline an unwanted substitute on delivery and be refunded for that item.
•POP INs sells its own stock at the prices listed. The total shown at checkout (items + delivery fee + service fee) is the exact amount you pay, there are no estimates and no post-delivery reconciliation.
•You pay at the door on delivery: the shop's own driver collects the total on the shop's card terminal (or in cash) when your order arrives. Nothing is charged online when you place your order, and no card hold is placed.
•You can cancel at no cost at any time before your order is out for delivery (see section 12). Age-restricted items must be handed to a present adult who passes the doorstep age check (section 7); if the check is failed or nobody eligible is present, the order is not completed and you are not charged.
•Refunds for cancelled orders or refunded items are returned to your original payment method (see sections 12 and 13).
•Saved payment methods are stored securely by Stripe (PCI DSS Level 1). We never see or store card numbers.
•Apple Pay and Google Pay are supported on iOS, Android, and the web.
•Before your order is out for delivery: cancel in the app at no cost. Nothing is charged until you pay the driver at the door, so cancelling before then costs you nothing.
•Once your order is out for delivery: cancellation in the app is not available. You can decline the order at the door, and contact support if you need help (see section 13).
•Once delivered and paid: contact support for issue resolution (see section 13).
•Refund requests are reviewed by support on a case-by-case basis.
•Refunds are processed to your original payment method within 5–10 business days. Bank-side hold releases may be faster.
•Partial refunds may be issued for missing, damaged, or incorrect items.
•For up to 1 hour after delivery, you can report a problem with specific items directly in the app, selecting the affected items and a reason (such as damaged, wrong item, missing, or spoiled), and we'll calculate the refund for those lines. After that window, contact support and we'll still help. Refund requests are reviewed and approved by our team before the money is returned.
•Your statutory rights come first. If an item is faulty, not as described, or not delivered, for example it arrives damaged, is the wrong item, is missing, or has spoiled, you are entitled under the Consumer Rights Act 2015 to a refund of the amount you paid for that item, returned to your original payment method. We will give you that cash refund whenever you're entitled to one.
•Store credit. For some issues (for example a late delivery, or as a goodwill gesture) we may offer store credit instead of, or in addition to, a refund to your card. Store credit is a goodwill alternative and never replaces your statutory rights: for a faulty, not-as-described, or not-delivered item you can always choose a refund to your original payment method instead, and store credit only applies if you choose it. Where you accept store credit, it:
•is applied automatically to your next order(s), oldest credit first, and shown as a reduction at checkout;
•has no cash value, cannot be exchanged for cash, and is non-transferable;
•may carry an expiry date, which we'll tell you when the credit is issued.
•Under the Consumer Contracts Regulations 2013, perishable goods and opened sealed goods are exempt from the 14-day cooling-off period. Non-perishable items remain subject to those rights.
•For complaints, contact hello@popins.uk. We aim to respond within 5 working days. Unresolved disputes may be referred to the relevant Alternative Dispute Resolution (ADR) provider.
•By enabling notifications, you consent to receiving order updates, delivery status, and service alerts.
•You can disable notifications in your device settings at any time.
•Referral rewards are credited when a referred customer places their first order.
•Cannot be combined with other promotions. Zavengo may modify or discontinue the programme at any time.
•Contact support via the in-app Help section.
•Support conversations may include text and image uploads, stored securely.
•If you cannot resolve a complaint with your Driver, contact us and we will assist in finding a resolution.
•You are responsible for checking your delivery immediately and notifying the Driver or support of any errors.
•Deliveries are made by POP INs's own staff ("Drivers"). Drivers are engaged by POP INs, not by Zavengo.
•Drivers must be 18+ and comply with Challenge 25 and all UK licensing laws for age-restricted items.
•Driver location is tracked during active deliveries for order tracking and safety.
•Drivers must not contact customers except for reasons directly connected to the delivery.
•All content on the Service (text, graphics, logos, images, software) is the property of Zavengo or its licensors and is protected by copyright and trademark law.
•You may not reproduce, duplicate, copy, sell, or exploit any part of the Service without our written consent.
•You may not use data mining, robots, or similar tools to extract content from the Service.
•The Zavengo™ name, logo, and all related marks are trade marks of Zavengo Ltd (UK trade mark application no. UK00004401578).
•Subject to compliance with these terms, we grant you a limited, non-exclusive, non-transferable licence to access and use the Service for personal, non-commercial purposes.
•This licence does not include resale or commercial use of the Service or its contents.
•All rights not expressly granted are reserved by Zavengo.
•We collect: delivery addresses, order history, contact details, device information, and Driver location during deliveries.
•Payment data is processed by Stripe and not stored on our servers.
•We use cookies and similar technologies. You can manage cookie preferences in your browser settings.
•Data retention: we retain personal data for as long as necessary to fulfil the purposes for which it was collected, and to satisfy legal, regulatory, or accounting requirements. Order and conversation data is typically retained for up to 6 years for tax and legal purposes (HMRC requirement).
•International transfers: some third-party processors may be based outside the UK. We ensure appropriate safeguards (Standard Contractual Clauses or adequacy decisions) are in place.
•You have the right to: access your data, request correction, request erasure, object to processing, request restriction of processing, request data portability, and withdraw consent.
•To exercise any right, contact support. We respond to legitimate requests within one month.
•You have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.
•Products are sold by POP INs from its own stock. POP INs, as the seller, is responsible for the quality, freshness, condition, and safe storage of the products it sells, and for compliance with applicable food-safety law.
•We cannot guarantee that any product is free from allergens, including nuts, gluten, dairy, or other substances. If you have allergies, it is your responsibility to check product labels upon delivery.
•If you have concerns about product quality, contact support and we will resolve the issue with POP INs, including a refund or replacement in line with your statutory rights.
•Product names, descriptions, images, and sizes shown in the app are for guidance only. Always check the actual packaging, particularly allergen, ingredient, and safety information, before use.
•This section is intentionally left blank.
•If the Driver is at your delivery address and can't reach you, they will read your delivery note, call you, and alert our support team, who also try to contact you, then wait a short grace period. If you still can't be reached, then, depending on what you've agreed and the items in your order, they will either leave non-age-restricted items in a safe place (where you've allowed it), or, where the order cannot be left, complete the trip and keep the items (see the no-show paragraph below).
•Age-restricted items are never left in a safe place and won't be delivered if the recipient can't satisfy the doorstep age check (see section 7), by law they must be handed to a present, verified adult.
•You only pay for what arrives. If individual items are unavailable, or are withheld at the door (for example because they were damaged, or couldn't be age-verified), those items are not charged, your payment is reduced to the items actually delivered.
•If none of your items are available, we cancel the order, release the payment hold (or refund you if you'd already been charged), restock the items, and don't apply a cancellation fee, that's not your fault.
•No-one available to receive the order: if you are not at the address to receive an order that cannot be left in a safe place, in particular an age-restricted order, or one where you did not allow a safe-place drop, then, after the contact and grace steps above, the delivery is treated as completed. You are charged for the order and it is not refunded: the Driver attended your address as arranged and the failure to receive the goods was not theirs or ours, the Driver keeps the items and is paid for the trip. This does not affect your statutory rights where an item is faulty, not as described, or genuinely not delivered.
•Wrong or incomplete delivery address: if the address you gave us is wrong or incomplete and, as a result, your order can't be delivered, this is treated the same way as a no-show above. The Driver attended the address exactly as you instructed, so the trip is treated as completed: you are charged for the order, it is not auto-refunded, and the Driver keeps the items and is paid for the trip, the failure to reach you came from the address you provided, not from anything POP INs or its Driver did. This does not affect your statutory rights where an item is faulty, not as described, or genuinely not delivered. Where the goods can be brought back and returned to stock, we may, as a goodwill gesture, offer a partial refund of the value of those goods (the delivery and service fees, which cover the trip already made, are not refunded); whether restocking is possible depends on the items (for example, chilled, frozen, or unsealed goods that have left the store may not be resaleable).
•Promotional codes are subject to specific terms communicated at the time of issue.
•Codes are single-use, non-transferable, and cannot be combined with other offers unless stated.
•Zavengo reserves the right to refuse, cancel, or withdraw any promotional offer at any time.
•Fraudulent or bulk use of promotional codes may result in account suspension.
•Any content you upload or submit through the Service (images, reviews, messages) becomes non-confidential.
•You grant Zavengo a non-exclusive, royalty-free licence to use, store, and display such content for the purposes of operating and improving the Service.
•Content must comply with applicable laws. We reserve the right to remove content that is defamatory, obscene, offensive, or in breach of these terms.
•Zavengo operates the ordering and delivery platform for POP INs; the goods are sold by POP INs. Product quality is the responsibility of POP INs as the seller (see section 22).
•Our liability is limited to the value of the order placed.
•We are not liable for: indirect or consequential losses, loss of profit, loss of data, delays beyond our control, items not matching expectations due to in-store availability, incorrect delivery addresses, or Driver conduct.
•Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.
•Your statutory rights as a consumer are not affected.
•Zavengo Ltd holds Public Liability insurance covering platform operations to a limit of £5,000,000 per claim, underwritten via Simply Business (a trading name of Xbridge Limited, FCA Financial Services Register No. 313348). Policy details available on request for verified claims.
•Zavengo shall not be liable for any failure or delay in performing obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: natural disasters, pandemics, strikes, civil unrest, government actions, power failures, internet or telecommunications failures, or severe weather.
•If you have a complaint, please contact our support team first. We aim to resolve disputes promptly and fairly.
•If we cannot resolve your complaint to your satisfaction, you may refer the matter to an alternative dispute resolution provider or the courts.
•Nothing in these terms affects your right to bring a claim in the courts of England and Wales.
•Information on the Service is provided for general purposes. We make no warranties about completeness, accuracy, or availability.
•The Service may contain links to third-party websites. We are not responsible for their content or privacy practices.
•We are not liable for the Service being temporarily unavailable due to technical issues.
•If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
•If we fail to enforce any right or provision of these terms, it does not constitute a waiver of that right or provision.
•We may update these terms at any time. Continued use constitutes acceptance.
•Material changes will be communicated via the app or email. You will be subject to the terms in force at the time you use the Service.
•These terms are governed by the laws of England and Wales.
•Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
•Newest entries first. Add a row here whenever a material change is made and update the "Last updated" date at the top. A changelog row is the trigger for a one-line "we updated our terms" email to active users; typo / format edits don't warrant a row.
•10 July 2026: Section 5 (agent model) now states the delivery and service fees are a fixed amount plus the optional boost, shown in full before you confirm, and do not vary with distance or demand (superseding the earlier "varies with distance and demand" wording); we may change the fixed fees on reasonable notice. Section 17 (agent model): confirmed that Drivers buy your items with their own payment card and are reimbursed via their Stripe Connect account; the previously-noted "wallet-only virtual card" (Stripe Issuing) mechanism has been removed and is not used.
•10 July 2026: Sections 5, 11 and 12 (retailer / pay-at-door model, e.g. POP INs) now state that you pay at the door on delivery, the shop's own driver collects the total on the shop's card terminal or in cash, nothing is charged when you place your order, and no card hold is placed (superseding the earlier "authorised at checkout, captured on delivery" hold wording, which did not reflect the pay-at-door launch model).
•28 June 2026: section 24 ("If we can't complete your delivery") now spells out the WRONG / INCOMPLETE delivery-address case alongside the no-show principle: where the customer-provided address is wrong or incomplete and the order therefore can't be delivered, the Driver attended as instructed, so it is treated the same as a no-show, charged, not auto-refunded, with the Driver keeping the items and being paid for the trip (statutory rights for faulty / not-as-described / genuinely-undelivered items unaffected). It adds that, where the returned goods can be restocked, a goodwill partial refund of the goods value (not the already-incurred delivery and service fees) may be offered, with restock feasibility depending on the items (chilled / frozen / unsealed goods may not be resaleable). Wording branches on the retail vs agent model.
•28 June 2026: removed rescheduling entirely from both models, section 24 ("If we can't complete your delivery") and section 4 now describe only the leave-safe / keep-the-items (no-show treated as completed) outcomes; the reschedule option and the reschedule PIN-rotation paragraph are gone. Section 7 (Age-Restricted Items) now describes the doorstep Challenge-25 check as one explicit Driver decision ("clearly over 25" / "ID checked, date of birth on or before the cutoff" / "refused") that we log, with the app showing a computed date-of-birth cutoff so the Driver doesn't calculate ages, and confirms the check is visual inspection plus, where needed, sight of physical ID only (no biometrics, no ID-scanning, no typing in a date of birth). Section 7 also states disposable single-use vapes are not sold (UK supply ban from 1 June 2025). Section 8 (Tobacco) adds the Tobacco and Vapes Act 2026 generational ban, anyone born on or after 1 January 2009 can never be sold tobacco, as a separate, moving cutoff distinct from the static 18+ line. Section 4 now states the per-tenant local delivery area (approximately 1 mile retail / 3 miles agent, config-editable) and that availability is shown as a status, not a live count. Section 5 (agent model) adds the optional "boost", a voluntary speed premium passed 100% to the Driver, never required for delivery.
•21 June 2026: section 5 Pricing now states the delivery fee varies with distance and demand and that a premium delivery beyond the standard area is opt-in (agent model), cites the current £2.99 delivery and £0.99 service fees (retail model), and reserves the right to change any fee on reasonable notice (both models). Section 10 Substitutions states the 15% overprice rule with live approve/reject and refund-if-declined. Section 11 Payments adds that, where a hold lapses before a fulfilled order is settled, we may charge the saved card off-session (with a secure re-confirmation link if your bank requires it). Section 13 Refunds adds a 1-hour in-app per-item incident report, confirms your Consumer Rights Act 2015 right to a cash refund to your original payment for a faulty / not-as-described / not-delivered item, and adds store credit as a goodwill alternative that never replaces those statutory rights. Section 24 (renamed "If we can't complete your delivery") now describes safe-place / reschedule-with-PIN-rotation / cancel outcomes, the "you only pay for what arrives" withhold rule, and the no-fee auto-cancel + hold-release/refund when no items are available; it now also sets out the staged "no answer at the door" escalation (read your note → call you → alert support, who also try to reach you → a short grace period) and that, where an order cannot be left in a safe place, in particular an age-restricted order, which must be handed to a present, verified adult, a customer no-show is treated as a completed delivery, charged with no refund, with the Driver keeping the items and being paid for the trip (statutory rights for faulty / not-as-described / genuinely-undelivered items unaffected). Section 17 (agent model) notes Drivers pay shops with a wallet-only virtual card (no card number exposed).
•17 June 2026: section 11 (Payments) + section 12 (Cancellations) now distinguish, within the RETAIL model, between charging in full at checkout and authorising the exact total at checkout then charging it on delivery (a cancel before delivery releases the hold, no charge). This reflects the delivery-gated charge model for the white-label store; the exact total, fees, no buffer and no reconciliation are unchanged.
•12 June 2026: added RETAIL-model variants for white-label store tenants (sections 1, 5, 10, 11, 12, 17, 22, 27; section 23 reserved): the store is the seller of its own stock, the listed price plus the displayed delivery and service fees is charged in full at checkout (no authorisation buffer, no till-receipt reconciliation), deliveries are made by the store's own staff, and the store is responsible for product quality as the seller. Zavengo's agent-model terms are unchanged.
•23 May 2026: section 5 Pricing, added explicit "no mark-up currently" statement (Zavengo charges only the actual retail price + published delivery and service fees), and reserved Zavengo's right to change the delivery fee, service fee, or any other charges, and to introduce mark-ups, surcharges, or other pricing mechanisms in future, with material changes communicated under section 33.
•21 May 2026: strengthened section 5 Pricing (catalogue prices are non-binding estimates; we need not honour obvious price/size/quantity errors; weight/variable items priced by actual measure; availability); reworded section 10 so substitutions are allowed by default with an at-checkout opt-out and refund for declined substitutes; added product-information-is-for-guidance wording to section 22.
•18 May 2026: rewrote section 11 around the agent-model authorise/capture payment flow (hold of estimate × 1.30 + fees, capture only of actual receipt + fees, unused buffer released by the bank); aligned section 12 Cancellations + section 13 Refunds with the new mechanics; added section 27 Public Liability insurance disclosure (£5M cover via Simply Business, FCA FSR 313348).
•28 April 2026: initial publication.