Powered by ZavengoPowered by ZavengoPOP INs Delivery Service
Last updated: May 23, 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. The POP INs app, website (popins.uk), and delivery 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 and acts as your agent in purchasing the goods from POP INs and arranging their delivery. In these terms, "we", "us", and "our" refer to Zavengo operating the POP INs service. POP INs's own registered company details (legal name, company number, and registered office) are to be confirmed by POP INs: [TO BE COMPLETED BY POP INs].
•Zavengo is operated by Zavengo Ltd ("Zavengo", "we", "us", "our"), a company registered in England and Wales (Company Number 17138225).
•Zavengo provides a technology platform connecting customers with independent delivery drivers ("Drivers"). We are not a retailer — items are purchased by Drivers from third-party shops on your behalf as your agent.
•Our agreement with you relates solely to the provision of software enabling you to order a delivery. A separate agreement is formed between you and the Driver when a Driver accepts your order.
•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.
•By placing an order, you agree that we may share your personal details (including address and phone number) with nearby 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, items may be left at the property and you will be charged in full. 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.
•Zavengo acts as your commercial agent in purchasing items from third-party retailers on your behalf. The price you pay for goods is based on actual retail prices charged by the retailer, plus a separate delivery fee for the platform service and Driver compensation.
•Currently, Zavengo charges no mark-up on items: you pay the actual retail price the shop charges, plus the published delivery fee and service fee. We reserve the right, at our discretion, to change the delivery fee, service fee, or any other charges at any time, and to introduce mark-ups, surcharges, or other pricing mechanisms in future. Any such change will only apply to orders placed after the change takes effect and will be communicated under section 33 (Changes to Terms).
•Estimated prices shown at checkout are based on current retail data and may vary slightly from final purchase prices. Where actual prices differ from estimates, the difference will be reconciled after delivery.
•Delivery fees are displayed at checkout and cover the platform service and Driver compensation.
•For custom orders ("Request Anything"), prices are estimated by our AI assistant. Final pricing reflects actual retail prices plus delivery fees.
•Catalogue prices are estimates only and do not form a binding offer to sell at that figure. They may lag the shop's till price and can occasionally contain errors. The binding amount is the actual price the shop charges on the day, captured in line with section 11.
•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), we are not obliged to fulfil the order at that figure. We may cancel the affected item or order, or correct it with your agreement, and will refund any amount already taken. 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 by the shop.
•Items are subject to in-store availability. An unavailable item may be substituted (see section 10) or refunded; we do not guarantee that any specific item is in stock at the time of purchase.
•Minimum and maximum order values may apply.
•All prices are in GBP.
•Our "Request Anything" feature uses an AI-powered assistant to help select items and estimate prices.
•Price estimates are approximate. The AI may suggest items, ask clarifying questions, and recommend alternatives.
•AI-generated estimates are based on retail data and may vary slightly from final purchase prices.
•Conversations with the AI assistant are recorded and stored for service improvement, order processing, dispute resolution, and quality assurance. Conversations may be reviewed by Zavengo staff.
•The AI assistant is not infallible and is not a substitute for professional advice.
•Alcohol, tobacco, nicotine, and vape products are restricted to persons aged 18+ under UK law.
•Challenge 25 applies: if the recipient appears under 25, the Driver will request valid photo ID (passport, UK/EU driving licence, or PASS card).
•If valid ID is not provided, age-restricted items will NOT be handed over. The Driver retains the items, is still paid, and no refund is issued.
•If the recipient is under 18, the order is placed under review. A support ticket is created automatically.
•Proxy purchasing (ordering for someone under 18) is a criminal offence and is strictly prohibited.
•Tobacco and nicotine products are listed for purchase only and are not advertised or promoted.
•No promotional offers or discounts apply to tobacco products.
•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.
•Substitutions are allowed by default. If an item is unavailable, the Driver may buy a reasonable equivalent (a similar product, brand, or size) so your order can still be fulfilled.
•You may turn substitutions off for an order at checkout. If you do, any unavailable item is refunded rather than replaced.
•A substitute is charged at the shop's actual price for the replacement item, reconciled in line with section 11. You will not be charged above your authorised amount without us contacting you.
•You may decline an unwanted substitute on delivery and be refunded for that item.
•Zavengo acts as your AGENT. We never own the goods, never set a retail price, and never add a mark-up. The price you pay equals the actual till receipt total plus our published service and delivery fees.
•At checkout, we place a temporary AUTHORISATION (hold) on your payment card. The hold is the estimated subtotal plus a small price-variation buffer (currently 30%) plus the service fee plus the delivery fee.
•The buffer covers the difference between the catalogue's average price and the price the shop charges on the day. The buffer is NOT a charge — it sits as a hold on your card and is released by your bank when the order completes.
•Once your Driver completes shopping and uploads the till receipt, we CAPTURE only (actual receipt total + service fee + delivery fee). The unused portion of the authorisation is released automatically by your bank, typically within 1–5 working days.
•If you cancel before capture, the entire hold is released. No refund record is created because no charge was made.
•Saved payment methods are stored securely by Stripe (PCI DSS Level 1). Zavengo never sees or stores card numbers.
•Apple Pay and Google Pay are supported on iOS, Android, and the web.
•Stripe authorisation holds expire automatically after 5–7 days for card payments; if the order has not completed by then the hold is released without charge.
•Before payment: cancel at no cost.
•After authorisation, before Driver assignment: the hold is released, no charge applies.
•After Driver assignment, before shopping starts: cancellation fee may apply if a Driver has already incurred travel time. The fee (currently £2.00) is captured from the hold; the remainder is released.
•Once shopping has started: cancellation via the app is not available. Items already purchased by the Driver are captured. Contact support — partial refunds are reviewed case-by-case.
•Once en route or delivered: contact support for issue resolution.
•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.
•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.
•Drivers are independent contractors, not Zavengo employees.
•Drivers must be 18+ and pass identity verification via Stripe.
•Driver compensation includes a delivery fee, processed via Stripe Connect. The mechanism for funding the cost of goods purchased on customers' behalf is detailed in the Driver Agreement.
•Drivers must 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 use their own vehicle and equipment, maintained at their own expense.
•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 trademarks of Zavengo Ltd.
•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, AI conversations, 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.
•Items are purchased from third-party shops by Drivers. Zavengo does not manufacture, store, or inspect products.
•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.
•Product quality, freshness, and condition are the responsibility of the shop from which items are purchased. If you have concerns about product quality, contact support and we will assist in resolving the issue.
•Product names, descriptions, images, and sizes shown in the app are for guidance only and may differ from the item supplied. Always check the actual packaging — particularly allergen, ingredient, and safety information — before use.
•You may choose to tip your Driver through the app. Tips are voluntary and 100% passed to the Driver.
•Tips do not form part of the order total and are non-refundable once paid.
•If the Driver cannot contact you or access your delivery address, they will attempt to reach you by phone. If contact cannot be made within a reasonable time, the Driver may leave non-age-restricted items at the property and you will be charged in full.
•Age-restricted items cannot be left without ID verification and will not be delivered.
•If delivery fails due to an incorrect address or your unavailability, you remain responsible for the full order cost.
•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 acts as a platform, not a retailer. We do not guarantee product quality, availability, or condition.
•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.
•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.