Terms & Conditions

Effective Date: October 7, 2024

Welcome to HeroGo! Our mission is to deliver fresh, sustainable food while reducing food waste and costs. These Terms of Business (“Terms”) govern your access to and use of HeroGo’s services, including our website, mobile application, and any associated services. By accessing or using HeroGo’s services, you agree to comply with and be bound by these Terms. If you do not agree to these Terms, you must immediately discontinue your use of HeroGo’s services.

1. Acceptance of Terms

By accessing or using HeroGo’s website, mobile application, or any services, you confirm that you have read, understood, and agreed to these Terms, along with any additional policies referenced herein or available on our platform, including our Privacy Policy.

Your use of HeroGo services constitutes your acceptance of these Terms. If you do not agree with any provision in these Terms, you must discontinue the use of HeroGo’s services immediately.

HeroGo reserves the right to amend or update these Terms at any time. Updates will be posted on our website, and we may notify users of significant changes via email. Your continued use of HeroGo’s services after such changes have been posted constitutes your acceptance of the revised Terms. It is your responsibility to review these Terms periodically for updates.

2. Definitions

In these Terms, the following definitions apply:

• “HeroGo” refers to HeroGo, Inc., its affiliates, and subsidiaries.
• “Services” means all products, subscriptions, delivery services, and access to our website or mobile application.
• “Products” refers to food, produce, pantry items, or other goods provided or sold by HeroGo.
• “Subscription” refers to a recurring service plan that delivers products automatically based on a user-selected schedule.
• “Shopping Window” refers to the designated period during which users can modify or finalize their basket of products.
• “HeroGo Points” refers to the loyalty rewards earned through HeroGo’s program, redeemable for discounts or rewards.

3. Account Creation

To access HeroGo’s services, you must create an account. By creating an account, you agree to provide accurate, complete, and up-to-date information during registration. You are responsible for maintaining the confidentiality of your login credentials and for all activities conducted under your account.

Eligibility:

• You must be at least 18 years old to create an account or have the consent of a parent or legal guardian.
• Accounts created on behalf of minors require supervision and responsibility by a legal guardian.

Responsibilities:

• You agree to update your account information promptly if there are any changes to ensure accuracy.
• You are solely responsible for the security of your account credentials. HeroGo is not liable for unauthorized access or actions resulting from your failure to maintain confidentiality.

HeroGo reserves the right to suspend or terminate accounts for misuse, provision of false information, or violation of these Terms.

4. Subscription Services and Automatic Renewal

HeroGo offers subscription-based services that allow users to receive regular deliveries of products. By enrolling in a subscription plan, you agree to:

1. Provide a valid payment method for automatic recurring charges.
2. Accept the automatic renewal of your subscription until you cancel or pause it in accordance with Section 10 of these Terms.
3. Customize or modify your subscription within the designated shopping window for each delivery cycle.

Flexible Subscription Plans:

• Your subscription plan determines the baseline range of products included in your default basket.
• You can add, remove, or substitute products during the shopping window, which may affect the total cost of your order.

HeroGo reserves the right to modify the terms of subscription offerings, including delivery schedules, available products, or pricing. Users will be notified of significant changes in advance.

5. Shopping Windows and Order Placement

Each subscription includes a designated shopping window, allowing users to customize their orders before delivery. The shopping window will open and close based on your subscription plan’s schedule.

Order Finalization:

• If no changes are made before the shopping window closes, HeroGo will process the default basket for your subscription plan.
• Once the shopping window has closed, no further modifications or cancellations can be made to that cycle’s order.

It is your responsibility to ensure that all changes are completed within the shopping window. HeroGo is not liable for missed or incomplete updates to orders due to user error or delays.

6. Pricing and Payment Terms

(See detailed section from the previous response for a fully expanded version.)

7. Product Availability and Substitution

HeroGo makes every effort to ensure the availability of products listed on our platform. However, due to supply chain variability, some items may occasionally become unavailable.

Substitution Policy:

• In the event of product unavailability, HeroGo reserves the right to substitute the item with a comparable product of equal or greater value.
• Notifications of substitutions will be included in your order confirmation email or provided prior to delivery.

If you are dissatisfied with a substituted product, you may contact HeroGo’s customer support team within 48 hours of delivery for resolution.

8. Quality, Freshness, and Safe Handling Disclaimer

HeroGo is committed to delivering high-quality, fresh products. All items are carefully inspected before packaging.

Customer Responsibilities:

• Inspect all delivered products upon receipt.
• Store perishable items immediately under proper refrigeration to maintain freshness and safety.

HeroGo is not liable for:

• Quality degradation due to improper handling or storage after delivery.
• Delayed inspection or consumption of delivered items.

For concerns about product quality, contact customer support within 48 hours.

9. Refunds, Credits, and Returns

HeroGo has a fair and transparent refund and credit policy:

• Eligibility for Refunds: Refunds or credits may be issued for damaged, incorrect, or spoiled products.
• Claims Process: Customers must report issues within 48 hours of delivery. Claims may require photographic evidence or additional details to verify the issue.
• Processing Time: Approved refunds will be processed within 7-10 business days.

HeroGo does not accept returns for perishable products. Non-perishable items may be eligible for return at HeroGo’s discretion, subject to applicable fees.

10. Cancellation and Pausing of Subscriptions

You may cancel or pause your subscription at any time through your account settings.

Notice Period:

• Cancellations or pauses must be submitted at least 48 hours before your next scheduled delivery.
• Requests made after this cutoff will take effect in the following billing cycle.

HeroGo reserves the right to terminate subscriptions for fraudulent activity, non-payment, or violation of these Terms.

11. Modifications to the Service and Product Offerings

HeroGo reserves the right to modify, update, suspend, or discontinue any part of its services, products, subscription plans, or features at its sole discretion. This includes, but is not limited to, adjustments to:

• Subscription plans and product offerings.
• Delivery schedules and associated fees.
• Pricing structures and billing cycles.

Notification of Changes:

• For significant changes, HeroGo will notify users in advance via email or a notification on our website.
• Modifications will take effect on the date specified in the notice. If no date is specified, changes are effective immediately upon posting.

Customer Responsibility:

• It is your responsibility to review changes to services and pricing before continuing use.
• Continued use of HeroGo’s services after changes are implemented constitutes acceptance of those changes.

HeroGo is not liable for any inconvenience or loss caused by the modification or discontinuation of services.

12. Food Handling and Customer Responsibility

HeroGo ensures that all products are handled and delivered under strict quality standards. Once delivery is completed, the responsibility for proper storage, handling, and consumption transfers to the customer.

Customer Responsibilities:

1. Inspection: Upon delivery, inspect all items immediately to ensure they meet quality standards.
2. Storage: Refrigerate or store products promptly as per the instructions provided (if applicable).
3. Safe Handling: Follow food safety guidelines, including washing fresh produce before consumption.

Liability:
HeroGo is not liable for:

• Spoilage, contamination, or other issues resulting from delayed inspection or improper storage by the customer.
• Adverse effects caused by failure to follow safe handling practices.

If any item is found to be damaged or unsuitable upon delivery, contact HeroGo customer support within 48 hours for assistance.

13. Delivery and Fulfillment

HeroGo provides delivery services based on the address provided during account registration. It is the customer’s responsibility to ensure that delivery information is accurate and up-to-date.

Delivery Policy:

1. Deliveries will be made to the address specified in your account. HeroGo is not responsible for failed deliveries due to incorrect or inaccessible addresses.
2. Customers must ensure someone is available to receive the delivery during the designated delivery window.

Missed Deliveries:
If a delivery cannot be completed due to incorrect information or lack of access:

• HeroGo may attempt redelivery for an additional fee.
• Alternatively, the order may be canceled without refund if redelivery is not feasible.

Delivery Notifications:
HeroGo may send delivery updates via email, SMS, or in-app notifications. It is the customer’s responsibility to monitor these updates.

14. Loyalty Program - HeroGo Points

HeroGo rewards customers through the HeroGo Points Program. By participating in this program, you agree to the following terms:

Earning Points:

• Points are earned on eligible purchases, referrals, and promotional activities.
• HeroGo reserves the right to adjust the earning rate or criteria for points.

Redeeming Points:

• Points can be redeemed at checkout for discounts on future orders.
• Redemption rates and eligible products for point use may vary and are subject to change.

Program Modifications:

• HeroGo may alter or terminate the Loyalty Program at any time, with notice provided for significant changes.
• Unused points may be forfeited upon program termination or account closure.

15. Promotions, Discounts, and Referral Program

HeroGo offers various promotions, discounts, and referral rewards to incentivize customer participation.

Promotions and Discounts:

• All promotional offers are subject to specific terms outlined in the offer details.
• HeroGo reserves the right to modify, suspend, or revoke promotions at its discretion.

Referral Program:

• Customers can earn rewards by referring new users to HeroGo.
• Referral rewards are granted after the referred user completes a specified number of orders.
• Fraudulent or abusive referrals will result in disqualification and forfeiture of rewards.

HeroGo reserves the right to cap or limit promotional rewards at its discretion.

16. Gift Cards and Specialty Product Orders

Gift Cards:

• HeroGo gift cards are available in various denominations and can be used toward purchases on the HeroGo platform.
• Gift cards do not expire and are non-refundable.
• Lost or stolen gift cards will not be replaced.

Specialty Products:

• Certain products, such as cold-pack or limited-availability items, may require minimum order quantities or additional handling fees.
• If minimum requirements are not met, HeroGo may exclude the item from your order without charge.

17. Limitation of Liability

HeroGo’s liability is strictly limited to the amount paid by the customer for the specific product or service in question.

No Warranties:
HeroGo provides its services “as is” and “as available” without any express or implied warranties. This includes, but is not limited to, implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

Liability Cap:
In no event shall HeroGo be liable for indirect, incidental, consequential, or punitive damages, including but not limited to:

• Loss of profits or revenue.
• Damage to reputation.
• Costs arising from the inability to use HeroGo services.

18. Allergy Disclaimer

Products provided by HeroGo may contain or come into contact with allergens, such as nuts, dairy, gluten, or other common allergens.

HeroGo takes reasonable precautions to ensure clear labeling and sourcing of products but cannot guarantee that any item is allergen-free. Customers with allergies are advised to carefully review product details before consumption. HeroGo disclaims liability for adverse reactions caused by allergens.

19. Privacy Policy

HeroGo is committed to protecting your privacy. By using our services, you agree to the collection, storage, and use of your personal information as outlined in our Privacy Policy, available on our website.

Data Usage:

• Personal data is used for order processing, delivery coordination, and improving customer experience.
• HeroGo does not sell or share personal information with third parties without consent, except as required to provide services or comply with legal obligations.

20. Intellectual Property Rights

All content on HeroGo’s platform, including text, graphics, logos, images, and software, is the property of HeroGo or its licensors and is protected by copyright, trademark, and other intellectual property laws.

You may not reproduce, distribute, modify, or exploit any part of HeroGo’s platform without prior written consent.

21. Force Majeure

HeroGo is not liable for delays or failure to perform due to circumstances beyond its reasonable control, including but not limited to:

• Natural disasters.
• Labor strikes.
• Government actions or regulations.
• Transportation disruptions or supply chain interruptions.

22. Dispute Resolution and Arbitration

All disputes arising from these Terms shall be resolved exclusively through binding arbitration under the rules of the Dubai International Financial Centre (DIFC).

Waiver of Jury Trial and Class Actions:

• You waive your right to a jury trial or to participate in class actions.
• Arbitration will be conducted on an individual basis, and consolidated claims are prohibited.

23. Governing Law

These Terms are governed by English law under the jurisdiction of the Dubai International Financial Centre (DIFC).

24. Modifications to Terms

HeroGo reserves the right to amend these Terms at any time. Updated Terms will be posted on our website, with significant changes communicated to users. Continued use of the services constitutes acceptance of the updated Terms.

25. Contact Information

For questions or concerns about these Terms or HeroGo’s services, contact: 
HeroGo, Inc.
Customer Support: hello@herogo.ae