Terms of sale

The agreement between you and us.

Plain English, because you should be able to read what you are agreeing to.

1. Who you are buying from

You are buying from Lalitha Traders Ltd, a company registered in England and Wales, company number 16334998. We trade as Indy's. We cook in our own kitchen in Bath and deliver in Bath, Keynsham and Bristol. Our registered office is on the public record at Companies House. You can reach us at hello@indys.uk.

2. What these terms cover

Everything you buy from us through indys.uk, orders.indys.uk and panel.indys.uk. By placing an order you agree to them.

3. Who can order

You need to be 18 or over and to have a delivery address inside our delivery area. The full list of districts is on the delivery areas page. If your postcode is not on it, we cannot deliver to you yet.

Our meals are food, not medical treatment. If you are pregnant, unwell, taking medication or following a diet a doctor has set for you, speak to your doctor before you start.

4. How the contract is made

1. You choose a calorie level, how many meals a day you want, and which days of the week you want them.
2. You pay by card through Viva Wallet, our payment provider.
3. We send you a confirmation email. The contract starts when we send that email, not when you press pay.
4. That email is your record of what you ordered. Keep it. You can also see every order in your account.

If we cannot accept your order, for example because a dish has sold out or your address turns out to be outside the area, we will tell you and refund you in full.

5. Prices and tax

Prices are shown in pounds sterling and include any tax that applies. Delivery is free on every plan; a bag of fewer than 3 meals costs   to deliver, and that charge is shown before you pay.

Most cooked food that you reheat at home is zero rated for VAT in the UK, so there is normally no VAT to add to the price of your meals.

We may change our prices. A new price applies to deliveries you order after the change, never to a week you have already paid for. We will tell you before a price change takes effect.

6. Your subscription

A subscription means we cook and deliver on the days you chose, week after week, until you stop it. You can change your calorie level, the number of meals and the delivery days in your account at any time. Changes take effect from the next order that has not yet closed.

7. When orders close

An order closes 36 hours before its delivery. After that we have bought the ingredients and started production, so the order cannot be changed. In practice, an order for Monday closes at noon on the Friday before.

• You can skip a single day if you tell us at least 36 hours before that delivery.
• You can pause a whole week if you tell us at least 36 hours before the first delivery of that week.
• You do both yourself in your account. You do not need to email us.

A day you skip in time is not charged. A day you skip too late is charged, because the food has already been made.

8. Delivery

We deliver with our own driver between 19:00 and 22:00 on your delivery days, and the bag holds the next day's food. We do not use a courier company, so your food is handled by us from the kitchen to your door.

Make sure someone can take the bag, or tell us a safe place to leave it. You can set a safe place and add delivery notes in your account.

If we cannot deliver. If nobody answers and you have given us a safe place, we leave the bag there and it is yours from that moment, including keeping it cold. If nobody answers and there is no safe place, the driver takes the food away. We cannot bring it back later, because cooked food that has been out on a van is no longer safe to deliver.

If we are running late, we will let you know. If we miss the window entirely and the food does not reach you that evening, tell us and we will not charge you for that delivery.

9. Looking after your food

Your meals arrive cold, not hot. They are cooked, chilled and packed for you to reheat at home. Put them in the fridge as soon as they arrive and follow the instructions on the label. Every box carries a use-by date. Please do not eat anything after it.

Allergen information is a separate document. Read the allergen statement before you order, especially if you have an allergy or an intolerance.

10. Your right to change your mind

The law. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give you 14 days to change your mind about something you bought online.

What that means here, honestly. That 14-day right does not apply to the meals themselves. Regulation 28(1)(c) takes out goods that are liable to deteriorate or expire rapidly, and fresh cooked food is exactly that. Regulation 28(1)(h) separately takes out catering supplied on a specific date. So once an order has closed under section 7, you cannot cancel that order and send the food back.

What you can always do instead:

• Skip a day or pause a week, free, up to 36 hours before delivery.
• Cancel the subscription at any time, for nothing, in your account. Any delivery that has not yet closed will not be made and will not be charged. Any delivery that has already closed will still be delivered and charged, because the food has been made.
• Email us at hello@indys.uk if you would rather we did it for you.

We do not lock you into a minimum number of weeks and there is no cancellation fee.

11. If something is wrong with your food

Tell us as soon as you can, and within 24 hours of delivery, at hello@indys.uk. A photograph helps. If a meal is missing, damaged, spoiled or not what you ordered, we will refund it or replace it on your next delivery, whichever you prefer.

This does not affect your rights under the Consumer Rights Act 2015, which says that what we sell you has to be of satisfactory quality, fit for purpose and as described. Nothing in these terms takes those rights away.

12. Ending this agreement

You can cancel your subscription at any time, as set out in section 10.

We can stop delivering to you if you do not pay, if you give us an address we cannot deliver to, or if you behave abusively towards our staff. We will tell you why, and we will refund anything you have paid for food we have not made.

13. Things outside our control

Sometimes we cannot deliver because of something we could not have prevented: severe weather, a road closure, a power cut at the kitchen, illness that takes out the kitchen team. If that happens we will tell you as soon as we can and we will not charge you for the deliveries we missed. If it goes on for more than seven days in a row you can cancel and we will refund everything you have paid for food you have not received.

14. What we are responsible for

If we do something wrong and it causes you loss or damage, we are responsible for loss that was a foreseeable result of what we did. We are not responsible for loss that was not foreseeable.

We do not limit our responsibility for death or personal injury caused by our negligence, for fraud, for defective products under the Consumer Protection Act 1987, or for anything else the law does not allow us to limit. That includes our duty to supply food that is safe to eat.

15. Your account

Keep your password to yourself. Tell us if you think someone else has got into your account. You are responsible for orders placed from your account unless you have told us it was not you.

16. Changes to these terms

We may update these terms. If we change something that matters, we will email you at least 14 days before the change takes effect. The version on the site on the day you order is the version that applies to that order.

17. Law and complaints

These terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute. If you live in Scotland or Northern Ireland you can also bring a claim in your own courts.

If you are not happy with how we handled a complaint, you can get free advice from Citizens Advice at citizensadvice.org.uk.