en
Join us

Terms and condition



Terms and Conditions

Last updated: 2025

These Terms and Conditions ("Terms") govern your access to and use of the Nessa mobile application, website, and related services (collectively, the "Platform"). Nessa is a multi-restaurant food ordering and delivery platform operated from Stoke-on-Trent, United Kingdom.

By accessing or using the Platform, you agree to be legally bound by these Terms. If you do not agree, you must not use the Platform.

1. Definitions

  • "Nessa" / "we" / "us" / "our" means the operator of the Nessa food platform.

  • "Customer" means any user who places an order through the Platform.

  • "Restaurant" means an independent food business offering products through the Platform.

  • "Delivery Partner" means an independent courier who delivers orders.

  • "Order" means a request made by a Customer to purchase food or beverages from a Restaurant through the Platform.

2. Nature of the Platform

Nessa acts as an online marketplace and technology provider that facilitates:

  • Discovery of restaurants

  • Placement of food orders

  • Processing of payments

  • Arrangement of delivery or collection

Nessa does not prepare, cook, store, or sell food. Each Restaurant is solely responsible for the preparation, quality, safety, and legality of the food it provides.

3. Eligibility

To use the Platform, you must:

  • Be at least 18 years old, or

  • Have permission from a parent or legal guardian

You agree to provide accurate, complete, and up-to-date information at all times.

4. User Accounts

You may be required to create an account to place orders. You are responsible for:

  • Maintaining the confidentiality of your account details

  • All activity conducted through your account

Nessa reserves the right to suspend or terminate accounts that violate these Terms.

5. Orders

5.1 Placing an Order

When you place an order, you are making an offer to purchase items from the selected Restaurant. An order is only confirmed once accepted by the Restaurant.

5.2 Order Accuracy

Customers are responsible for ensuring:

  • Items selected are correct

  • Delivery address and contact details are accurate

Nessa is not responsible for errors caused by incorrect information provided by the Customer.

6. Pricing and Payments

  • Prices are set by Restaurants and may include applicable VAT.

  • Payment is processed through the Platform using supported payment methods.

  • Additional charges such as delivery fees, service fees, or VAT will be displayed before checkout.

All payments must be completed at the time of placing the order.

7. VAT and Tax

Restaurants are responsible for:

  • Determining whether VAT applies to their food items

  • Charging and remitting VAT to HMRC where applicable

Nessa may charge VAT on its commission or service fees in accordance with UK law.

8. Delivery and Collection

  • Estimated delivery times are provided for guidance only.

  • Delays may occur due to traffic, weather, or high demand.

  • Risk of loss transfers to the Customer upon delivery.

For collection orders, Customers are responsible for collecting orders at the agreed time.

9. Cancellations

9.1 Customer Cancellations

Customers may request cancellation subject to the Restaurant’s acceptance and the status of order preparation.

9.2 Restaurant or Delivery Cancellations

Orders may be cancelled due to unavailability, operational issues, or delivery constraints.

10. Refunds

Refunds are not automatic. A refund will only be issued if:

  • A valid refund reason is approved by Nessa’s administration team

  • The circumstances meet our refund criteria

Refunds, where approved, will be processed to the original payment method.

11. Food Safety and Allergens

Restaurants are responsible for providing accurate allergen and ingredient information. Customers must contact Restaurants directly regarding allergies or dietary requirements.

Nessa does not guarantee the accuracy of allergen information.

12. Promotions and Credits

Promotions, discounts, and credits:

  • Are subject to specific terms

  • Have no cash value

  • May expire or be withdrawn at any time

13. User Conduct

You agree not to:

  • Use the Platform for unlawful purposes

  • Abuse, harass, or threaten Restaurants, Delivery Partners, or staff

  • Attempt to manipulate pricing, reviews, or systems

14. Reviews and Content

By submitting reviews or content, you grant Nessa a non-exclusive, royalty-free licence to use, display, and distribute such content.

Nessa may remove content that is misleading, offensive, or unlawful.

15. Limitation of Liability

To the maximum extent permitted by law:

  • Nessa is not liable for food quality, preparation, or hygiene

  • Nessa is not liable for indirect or consequential losses

Nothing in these Terms limits liability for death or personal injury caused by negligence.

16. Indemnity

You agree to indemnify and hold harmless Nessa from any claims arising from your misuse of the Platform or breach of these Terms.

17. Termination

Nessa may suspend or terminate access to the Platform without notice if these Terms are breached.

18. Changes to Terms

We may update these Terms from time to time. Continued use of the Platform constitutes acceptance of the updated Terms.

19. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Courts of England and Wales shall have exclusive jurisdiction.

20. Contact Information

For questions or support, please contact us via the Platform or through our official communication channels.

By using Nessa, you confirm that you have read, understood, and agreed to these Terms and Conditions.