1. These terms

1.1 What these terms cover. These are the terms and conditions (“Terms”) which apply to govern any order placed with Bespoke Fuel by Bespoke Fitness Fuel Limited (“we” or “us”) by a customer (“Customer” or “you”). These Terms apply whether an order is placed with us via our website, our mobile app or by telephone.  

1.2 These Terms govern any order you place with us regardless of whether that order relates to food or other goods, services or digital content we may offer from time to time.

1.3 Why you should read them. Please read these Terms carefully before you submit your order for food to us. These terms tell you who we are, how you can order from us, how we will provide food to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or if you are not happy with them please do not place an order and instead please contact us to discuss. By opening an account and each time you place an order with us you are agreeing to accept these Terms.

2. Information about us and how to contact us

2.1 Who we are. We are Bespoke Fuel by Bespoke Fitness Fuel Limited a company registered in England and Wales. Our company registration number is 10160356 and our registered office is at 3rd Floor,207 Regent Street, London W1B 3HH. Our registered VAT number is 249162789.

2.2How to contact us. You can contact us by telephoning our customer service team at 0330 100 4558 or by writing to us at hello@bespokefuel.co.uk.

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3. Health and suitability

3.1 Suitability. We recommend that you take medical advice before using our products. We are unable to give medical advice and specific health or dietary requirements and objectives that you may have are not guaranteed to be met by embarking on a course of food. You should not order our products if you are pregnant, breastfeeding, underweight or have a medical condition which affects your dietary needs. All medical conditions, prescription medication, recent illnesses and operations must be disclosed before you place an order with us.
While our team will talk through with you your specific goals and objectives any advice provided is general and you should not rely upon any such advice as specific health advice.

3.2 Allergies. All food is made by us and any allergies or special dietary requirements must be disclosed to us before you place an order. Where we cannot cater for any allergy or special dietary requirement we will advise you of that fact and you should not place an order with us.

3.3 Medical Advice. If you are unsure whether our products are suitable for you please seek medical advice before placing an order. We do not claim to cure, diagnose or treat any illnesses or conditions and you must seek specific medical advice.

4. Setting up an account and our contract with you

4.1 Setting up an account. In order to place an order with us you must set up an account with us. You can open an account with us by following the instructions on our website. Setting up an account. In order to place an order with us you must set up an account with us. An account will be opened with us automatically when an order is placed.

4.2 Who can order. To order from us you must:

  • - be 18 years of age or older

  • - legally capable of entering into a binding contract

  • - provide us with a full delivery address in a postcode to which we deliver

4.3 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, after we have received payment from you at which point a contract will come into existence between you and us.

4.4 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

4.5 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

4.6 We only sell to certain postcodes in the UK. Our website is solely for the promotion of our products in the UK and only to those addresses to which we deliver. To see a list of postcodes to which we deliver please click here. Unfortunately, we cannot delivery our food to addresses other than the postcodes listed.

4.7 Bag Deposit. When you place your first order you will be charged a deposit of £25 (“Bag Deposit”) for the cool bag in which your office fuel order is delivered. Where you advise that you no longer wish to continue to order products from us we will collect the cooler bag and ice pack and then refund your deposit to you to the same source of payment from which you paid the deposit to us.

5. Prices

5.1 Prices. The prices for our food and delivery are quoted on the website and our mobile app. Unless otherwise stated these prices include VAT. If any additional delivery costs apply these will be clearly notified to you.

5.2 Price Increases. We reserve the right by giving not less than [3] days’ notice to you at any time to increase the price of the food. No price increase will apply to an order that has already been placed and paid for by you.

6. Payment

6.1 Payment. Full payment must be received prior to your food being dispatched.

6.2 Consent to charges. By placing an order with us you consent to payment for your order being charged to the method of payment you have selected.

6.3 When you must pay and how you must pay. We accept payment with all UK cards, International debit only. What you must pay depends on what product you are buying.

7. Orders

7.1 Acceptance and availability. All orders are subject to acceptance and availability. If any of the office fuel you have ordered is not available we will notify you by email or telephone and you will have the option to wait until the fitness fuel is available or to cancel your order.

8. Providing the products

8.1 Delivery costs. The costs of delivery where they are not included in the product price will be as displayed to you on our website.

8.2 When we will provide the products. After you have placed your order we will get in touch with you to confirm the first day for delivery of your food. Food is delivered daily from Monday to Friday [excluding weekends/Sundays]. We are not able to deliver to you at a specific time.

8.3 In most cases delivery will be made within the window of 00:00 to 06:00. There may be some days where bags will be delivered before 00:00. If your bag is to be delivered after 06:00 we will contact you, we will offer if necessary to deliver to different address or offer you compensation.

8.4 Delivery address. Please indicate clearly the delivery address when you place your order. We are happy to deliver to a delivery address that is not your invoice address but we may require additional details from you where the address to which you want your order delivered is not your invoice address. You are responsible for making suitable arrangements to receive your delivery and giving us appropriate instructions. You are responsible for ensuring that any delivery address you specify that is a work address or an address other than your own home address is acceptable to your employer and/or the occupier of that address.

8.5 Change of delivery address. To change your delivery address while you have a current food order placed with us we need 72 hours notice in advance. Due to circumstances beyond our control our drivers may experience unavoidable delays. Where possible we will endeavor to notify you of any delay in the delivery of your order.

8.6 Delivery: Once the bag and its contents are delivered to the delivery address specified by you they are deemed to be your responsibility.

8.7 Stolen orders and non-delivery. In the event that your delivery is stolen from your doorstep or other address to which it has been delivered we do not accept liability and will only offer compensation at our discretion. Please contact us if you believe your order was stolen in order that we can discuss alternative delivery arrangements. It is your responsibility to check your order as soon as possible on delivery and where any order is not delivered or where not all items are present we will extend your programme to include the missed delivery provided that you notify us within 12 hours of the time when delivery should have been made.

8.8 Acceptance of delivery. You confirm that leaving the bag at your delivery address is acceptable without signature.

8.9 Inability to deliver. Where we cannot deliver to the address you have provided to us we will attempt to contact you to make other arrangements. It is your responsibility to ensure you are available on the telephone number you have provided to us.

9. Storage

9.1 Caring for your order. The bag and cool pack are designed to keep your order cool for 8 hours from the time of delivery. As soon as you receive your order you should place it in the refrigerator and ensure it is consumed within 3 days of it being received.

10. Bags

10.1 Bag Deposit. We require the Bag Deposit (see above) for each cool bag and ice pack that is used in the delivery of your order. The bag and ice pack remains our property.

10.2 Return of bags. You are required to leave the bags in which your order was delivered out for collection by the delivery driver each evening you are getting a delivery. Where a bag is not left out for delivery or goes missing you will charged for a further Bag Deposit and the original Bag Deposit will be used by us for our costs in replacing the lost cooler bag.

10.3 Multiple attempts to collect bags. Once we have got in contact via email to ask for you to leave the bags out if they were not successful collected, we will send the delivery driver every night to attempt to collect the bag. At this point we will charge for an additional deposit (which will be non refundable) to the card you used for your initial order. This will be used for collection costs that we are charged. Each attempt will be charged at £5.

Once the bag is finally collected your deposit as in 10.2 will be refunded.

11. Changes and refunds

11.1 Changing your mind. If you change your mind and want to cancel your order we are happy for you to do so and we will refund you provided that you give us notice of cancellation not less than (3) working days before your order is due to be delivered. If you give us less then (3) working days notice to cancel your order we will not give you a refund.

11.2 Changing or moving a delivery date. If you want to move or change a delivery date we are happy to do so provided that you give us not less than [3] working days notice.

11.3 Changing the duration of your food programme. If you want to change the duration of your food programme we are happy to do so provided that you give us not less than 3 working days' notice. If you opt for a shorter programme we will refund you the cost of any days you have cancelled provided that you have given us not less than 3 working days’ notice. Where a longer plan is discounted then any refund you receive will reflect the cost of the shorter plan.

11.4 Refunds. Save as set out above because our products are perishable goods and are made to order for you and are liable to deteriorate or expire rapidly they are unsuitable for return. Consequently you have no right to cancel and receive a refund pursuant to the Consumer Contract Regulations 2013.

12. Complaints

Complaints and comments. If you have a comment, concern or complaint about your order then please contact us by email at hello@bespokefuel.co.uk or by telephone at 0330 100 4558.

13. Trademark

All brand names, product names, content and other marks and materials used on our website and mobile app are the property of their respective holders and no permission is given by us for their use by any person other than the owner of such rights.

14. Price

14.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 14.3 for what happens if we discover an error in the price of the product you order.

14.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

14.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, but before we dispatch the order to you we may end the contract and refund you any sums you have paid.

15. Our responsibility for loss or damage suffered by you

15.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

15.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products and for defective products under the Consumer Protection Act 1987.

15.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

16. How we may use your personal information

16.1 How we will use your personal information. We will use the personal information you provide to us:

  • 16.1.1 To supply the products to you;

  • 16.1.2 To process your payment for the products; and

  • 16.1.3 If you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.

16.2 Read more on Privacy Policy & Data Security

17. Availability of our website and mobile app

17.1 Although we endeavour to provide continuous access to our website and mobile app we make no promise that such services will meet your requirements nor that they will be available or error free. If a fault occurs with our website or mobile app please report it to us as soon as possible in order that we can correct the fault as soon as reasonably practicable.

17.2 Your access to our website and mobile app may be restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will endeavour to restore your access as soon as reasonably possible.

17.3 You acknowledge that both the website and the mobile app are provided on an “as is and “as available” basis and we make no warranties and give no guarantees (unless otherwise stated in these Terms or required by law) in respect of the content, information, materials and services contained on our website and mobile app.

17.4 We will not be responsible to you for any loss of content or material uploaded or transmitted through the website or the mobile app and we accept no liability for any loss or damage resulting from action taken in reliance on material or information contained on the website or the mobile app.

18. Other important terms

18.1 We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.

18.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

18.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

18.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

18.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

18.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.