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Service Rules

These terms set out how Village Pantry Routes operates. They use plain language and reflect how local food runs work in practice.

1. Who We Are

Village Pantry Routes, 9 North Street, Guildford GU1 4AA, England. Phone 441 483 795 264 · Email [email protected].

2. Using the Service

  • You can request a crate and optional add-ons by form or email.
  • We confirm a route window rather than an exact time.
  • Access notes and safe-drop instructions help drivers complete deliveries quietly.

3. Contents and Swaps

  • Crates follow the season and producer notes; availability can change close to packing.
  • You can set dislikes and request two swaps per delivery where stock allows.
  • Labels may mention small adjustments (size/weight) for transparency.

4. Pricing and Payment

  • Prices are shown per crate and per add-on. Any delivery fee is stated before booking.
  • Invoices/receipts are issued electronically. Please keep details current for accurate billing.

5. Delivery Windows

  • We run Tuesday to Saturday unless a notice states otherwise.
  • Windows aim to balance freshness, road conditions and driver safety.
  • If conditions shift, we send a short message with the nearest feasible time.

6. Pauses and Cancellations

  • You may pause by messaging us by 12:00 the day before your slot.
  • Same-day cancellations may not be possible once packing has started.

7. Access and Safety

  • Please ensure the safe spot is reachable and sheltered if possible.
  • Gate codes are kept for delivery and then rotated or removed when no longer needed.

8. Packaging and Returns

  • Crates are collected on the next run. Please leave them at the safe spot.
  • Where liners are used, follow local guidance for recycling or reuse.

9. Allergies and Dietary Needs

We handle produce in a shared environment. Cross-contact is possible. If you have strict dietary requirements, tell us in advance so we can advise on suitability.

10. Liability

The service is provided with reasonable care and skill. We keep information practical and avoid absolute claims. We are not responsible for losses caused by events outside our reasonable control such as severe weather or road closures.

11. Complaints and Resolution

If something falls short, send a note with details and a photo where helpful. We will look into it and respond with options that fit the circumstances.

12. Privacy

Personal data is handled under our Data Use Notes. Cookies are described in Cookie Options.

13. Changes to These Rules

We may update these terms to reflect operational changes or new guidance. The latest version is posted on this page with a short summary of changes.

14. Law

These terms are governed by the laws of England and Wales.