How To Cancel Glovo Prime

Last updated on: 18th June 2024

These general terms of use and contracting (hereinafter, the “General Terms”) apply to the website of Glovoapp23, S.A. (hereinafter, “Glovo”), whose domain is https://glovoapp.com, and to its related mobile application, as well as to all its related sites or sites linked from https://glovoapp.com by Glovo, as well as its affiliated companies and associates, as set forth in Annex I, including Glovo’s websites worldwide (hereinafter and collectively, the “Site”). The site belongs to Glovo. Glovo hereby makes the Site and mobile application (hereinafter, jointly, the “APP”) available to users (hereinafter, the “User” or “Users”).

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In accordance with the provisions of the applicable legislation, the following identification details of the site owner are provided below:

• Company name: Glovo Uganda SMC Limited
• Registered address: 4th Floor, DFCU Towers, 26 Kyadondo Road, Nakasero, P O Box 1520, Kampala
• Office address: 1 Bukoto St, Kampala, Uganda
• Tax Identification Number: 1017265563

Index

1. Object

2. User Access and Registration

3. Operation of the Service & Service Models

4. Economic Conditions

5. Cancellation of Orders and Right of Withdrawal

6. Home Delivery of Free Samples and Other Commercial Actions

7. Policy on the Delivery of Restricted Items

8. Content moderation and/or alteration

9. Solidarity at Glovo

10. Geolocation

11. Responsibilities and Warranties

12. Updates and Changes to the APP

13. Intellectual Property

14. Severability

15. Applicable Law

16. Customer Support and Alternative Dispute Resolution

Special Terms and Conditions of “GLOVOPRIME”

Special Terms of the Member Get Member (MGM) customer referral program

Special Terms of the On Demand Glovo Business Services

Special Terms and Conditions of the Food Rescue Service

ANNEX I – DETAILS OF GLOVO’S AFFILIATED COMPANIES

1. Object

Glovo is a technology company whose main activity is the development and management of a technology platform through which certain local stores (hereinafter, the “Merchants”) in a number of territories can offer their products and/or services on the APP and, in an ancillary manner, where applicable and if so requested through the APP by the Users of the APP and consumers of the said local stores, act as an intermediary in the planned or immediate delivery of the products by third parties (hereinafter, the “Mandataries”). Mandataries are thus a network of people who offer their services through the APP. When they wish to provide their services, they log onto the Glovo APP and undertake to carry out within a certain amount of time the service entrusted to them by the User.

In addition, Glovo is a multi-category Technology Platform for intermediation in the contracting of “on demand” services by electronic means. Its aim is to make it easier for any persons requiring help with their errands, services, purchases in person and/or collection of products from local merchants to carry out their errands by delegating to them to third parties, the Mandataries, who are willing to voluntarily carry out the mandate given to them by Users.

In all cases, Glovo’s role is that of a mere intermediary and, therefore, its sole responsibility and task is to manage the APP that facilitates the contact between User, Merchant and Mandatary. Glovo is in no way responsible for the products and or services offered through the APP, or the performance of any errand or delivery requested through the APP, all in accordance with Section 11 on Responsibilities and Warranties.

By accessing the Site and/or the APP and voluntarily creating a profile, all Users, Merchants and Mandataries acknowledge and expressly and unambiguously agree to these General Terms, as well as to the Privacy Policy and the Cookie Policy available online. Any User, Merchant and/or Mandatary who does not agree with the said General Terms and/or Policies shall refrain from using them.

2. User Access and Registration

2.1. Basic requirements for Registration

In order to be a User of the APP, it is essential that you meet the following requirements:

• Users must be at least 18 years of age.
• Users must truthfully complete the mandatory fields of the registration form requesting personal details such as the User’s name, e-mail address, telephone number and bank card number.
• Users must carefully read these General Terms when accessing the APP. Further, acceptance of the General Terms is an essential step to be taken before registration.
• Users must agree to the Privacy and Data Protection Policy.
• Users must agree to the Cookie Policy.
• Users must agree to the Standards of Ethics and Business Conduct for Third Parties available at https://compliance.glovoapp.com/public/compliance

Once all requirements are fulfilled and registration on the APP is completed, Glovo will provide the User with the registration confirmation, together with any other information necessary in accordance with the law applicable.

All Users who may be classified under the applicable law as “consumers” benefit and are protected by all relevant consumer protection laws and regulations when using the APP.

2.2. Users’ Profile and responsibilities

When registering on the APP, Users must choose a username and password. Both the username and the password are strictly confidential, personal and non-transferable. In order to increase the security of accounts, Glovo recommends that Users do not use the same login credentials as on other platforms. In any case, Glovo does not guarantee the security of the account or profile.

In order to complete their registration on the APP, Users must provide certain details, such as: username, e-mail address, telephone number and bank card details, among others. Once they have completed the registration process, all Users will be able to access, complete and edit their profile as they deem appropriate. Glovo does not store users’ payment data, which shall be processed and stored by the payment service provider as described in these General Terms and in the Privacy Policy.

The User warrants that all the information regarding his/her identity and capacity provided to Glovo in the registration forms for the APP is true, accurate and complete. In addition, Users undertake to keep their details up to date. If a User provides any false, inaccurate or incomplete information or if Glovo considers that there are well founded reasons to doubt the truthfulness, accuracy or integrity of such information, Glovo may deny that User current or future access to, and use of, the APP or any of its contents and/or services.

Users undertake not to disclose the details of their account or allow access thereto to third parties. Users shall be solely responsible for any use of such details or of the services of the Site that may be made by third parties, including the statements and/or contents entered on the APP, or for any other action carried out under their username and/or password. Glovo cannot guarantee the identity of registered Users, and it will therefore not be liable for the use by unregistered third parties of a registered User’s identity. Users undertake to inform Glovo immediately, using the communication channels made available by Glovo, if their credentials are stolen, disclosed or lost.

2.3. User’s obligations and responsibilities

Users are fully responsible for the proper use of, and access to, their profile and other APP contents in accordance with the current legislation, be it national or international, of the Country from which they are using the APP, as well as with the principles of good faith, morals, generally accepted customs and public order. Specifically, they undertake to diligently comply with these General Terms of Use.

Users are the sole owners of the content entered by them on the APP. Glovo may not be deemed to have editorial responsibility, and it expressly states that it does not identify with any opinions that may be issued by Users of the APP, whose consequences shall be the sole responsibility of their issuers.

Users shall refrain from using their profile and other APP contents for illegal purposes or with illegal results that harm third-party rights and interests or that may in any way damage, disable, affect or impair the APP and its contents and services. In addition, they are prohibited from hindering other Users’ normal use or enjoyment of the APP.

Any persons who breach the above obligations shall be liable for any loss or damage caused by them. Glovo will accept no liability for any consequences, loss or damage that may arise from such illegal use or access by third parties.

In general, Users undertake, by way of example without limitation:

• To refrain from altering or modifying the APP, in full or in part, by bypassing, disabling or in any other way tampering with, its functions or services;
• To refrain from infringing industrial and intellectual property rights or the personal data protection legislation;
• To refrain from using the APP to insult, defame, intimidate or harass other Users or attack their image;
• To refrain from accessing other Users’ email accounts;
• To refrain from introducing computer viruses, corrupted files or any other software that may cause damage or alterations to Glovo’s or third parties’ contents or systems;
• To refrain from sending mass and/or recurring emails to a number of people, or from sending third parties’ e-mail addresses without their consent;
• To refrain from advertising goods or services without Glovo’s prior consent.
• Any User may report another User if he/she believes that the latter is in breach of these General Terms. Similarly, any User may inform Glovo of any abuse or infringement of these terms through the Help section of the APP. Glovo will check such reports as soon as possible and will take any steps that it may deem appropriate, reserving the right to remove and/or suspend any User from the APP for breach of these General Terms. Furthermore, Glovo reserves the right to remove and/or suspend any message with illegal or offensive content without the need for a prior warning or subsequent notification.

2.4. User reviews

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Glovo may collect reviews of Users relating to certain Merchants and/or the products or services offered by them. Glovo reserves the right to publish the said reviews in the APP and make them available for any other User, identifying them by the first name of the User who has left the review, all in accordance with Glovo’s Privacy Policy.

The Users will be asked through the APP to provide the said review, only in the case that they have placed an order via the APP to the relevant Merchant. The provision will, nevertheless, be completely voluntary for the User who may or may not submit it. By submitting a review, the User accepts its collection and publication, if that is the case, by Glovo.

Length of the reviews may be limited by a certain number of characters. In addition, the User commits to leave relevant reviews only, and which are in no way offensive, abusive, untrue, discriminatory, etc either for the Merchant or for any other User or Mandatary. Glovo reserves the right to filter the reviews according to section 8 of these General Terms and to remove any review that is not compliant with these General Terms or that may be considered offensive or contrary to the law and public order.

2.5. Credit Card Theft or Appropriation

Since Glovo cannot guarantee the identity of registered Users, Users are under an obligation to inform Glovo if they have evidence that the credit card associated with their Glovo profile has been stolen and/or is being fraudulently used by a third party. Glovo, together with payment service provider, will make its best efforts to block further payments when duly informed by the User; however, Glovo will not be liable for any fraudulent use thereof that may be made by third parties on the User’s account and it is neither obliged to make any investigation on the fraudulent use of the Users’ payment methods by third parties nor to block any suspectful transaction. Glovo suggests that Users report any theft, robbery or suspected misuse of their credit card to the police. If necessary, Glovo undertakes to assist Users and cooperate with the competent authorities as may be necessary to provide reliable evidence of the wrongly applied charge.

In the event of fraud, Glovo reserves the right to take any appropriate action if it has been detrimentally affected by the misuse of the APP.

2.6. De-registration and cancellation of Users’ accounts

Users may voluntarily deregister from the APP using the Help Section of the APP.

In addition, Glovo reserves the right to suspend and/or cancel any Users’ accounts in the APP in the case that it takes notice that it has stopped complying with all basic requirements for registration as well as in case of reasonable suspicion of fraudulent or illicit use, including the use of the User account in a manner which is contrary to these General Terms.

3. Operation of the Service & Service Models

Glovo, as a multi-category Technology Platform allows Users who are duly registered in the APP to place different types of orders. By accessing the APP, the Users may buy products and/or services directly from the Merchants and, ancillarily, request the collection and subsequent delivery of the product, by the Mandataries, from the Merchants’ addresses to the address established by the User or choose to directly collect the order from the Merchant’s store through the IN-STORE or PICK-UP options defined below(hereinafter, the “Merchants model”), provided that they are within the territory in which Glovo operates. Similarly, a User may ask a Mandatary to either perform errands and/or purchase products in person on his/her behalf and to collect them from, and deliver them to, the addresses specified (hereinafter, the “Anything” model), as well as to perform on-demand deliveries on behalf of the User (hereinafter, the “Courier” model).

3.1. The Merchants model

Through the Merchants model the Users have access to the marketplace available in the APP and may acquire the products and/or services therein offered by those Merchants who have signed an agreement with Glovo. Additionally, the User may request via the APP the delivery of the acquired products by any Mandatary available and who accepts the order to any address within the area covered by the relevant Merchant and Mandatary.

The User is aware, and accepts, that the descriptions and, where applicable, the prices or photographs of the products and/or services available on the APP, are provided based on the information and documents supplied by the Merchants, and that Glovo is therefore unable to provide any guarantees against any possible inaccuracies in such descriptions, prices and/or photographs. Glovo reserves the right to withdraw any product from its APP, as well as to modify the contents of its information sheet at any time, without thereby incurring any liability of any kind.

The User accepts that all the products appearing on the Glovo APP are subject to availability and, in this regard, accepts the possibility that, while carrying out the order, the product and/or service may be found not to be available at the establishment.

The User accepts that Glovo is, in no way responsible, for the quality and/or characteristics of the products or services offered by the Merchants and/or by the Mandataries, who are professionals dedicated to the provision of the products or services offered through the APP. The Merchants and/or the Mandataries are, similarly, responsible for the obtention of any licence or permit that may be legally required for the provision and offer of the said goods or services and, by offering them through the APP, the Merchants and/or Mandataries declare to have duly obtained them.

IN-STORE and PICK-UP Orders

Users have the option of ordering, through the PICK-UP and/or IN-STORE option(s), a selection of products and/or services offered by certain Merchants. These options enable Users to physically collect orders from the Merchant’s establishments themselves. These options will only be available through those establishments for which this option has been enabled and in the countries selected by Glovo. Furthermore, such services will only be available to private individuals, and only for their own private use. They may in no event be offered for commercial use.

Glovo may enable, disable and/ or include new features relating to the PICK-UP and IN-STORE orders unilaterally at any time by giving prior notice to Users, if and as required by the applicable law. Once the changes have been published in these General Terms, they will apply to all those Users.

Without prejudice to the additional application of these General Terms to all matters not expressly envisaged in this section, the PICK-UP and IN-STORE services may only be used if the specific provisions set forth in this section are fulfilled.

A) IN-STORE Orders

Where so enabled for IN-STORE orders in the application, Users may place orders directly from those restaurants that have chosen to include this option and pick them up in-store at that moment.

How does the IN-STORE service work?

1. To use the IN-STORE service, Users must scan the QR code that will be displayed in a publicly visible area of each Merchants’ premises.
2. Once the QR code has been scanned, it will link to the menu of the restaurant where the User is located, so that he or she can place the order. The User will be able to select the items offered by the Merchant and confirm the purchase through the IN-STORE option.
3. If the QR code cannot be scanned due to any kind of error or defect, the User can check whether the order can be placed by searching for the Merchant’s store on their device directly from the Glovo APP.
4. Once the order has been confirmed in accordance with the payment method enabled for this purpose, it may only be cancelled through the APP before the Merchant has agreed to prepare it. If a User later wishes to change an order or the Merchant delays in its preparation, he/she must contact the Merchant in question directly.
5. Once the order has been confirmed, the order number will appear on the screen of the User’s device, and this must be shown to the staff of the Merchant when collecting it.
6. The price of orders placed through the IN-STORE option will not include the additional delivery cost.
7. Certain promotional codes may not be used for orders placed using the IN-STORE service.

B) PICK-UP Orders

Where so enabled for PICK-UP orders in the APP, Users may place orders directly from the APP at those Merchants’ establishments that have chosen to include this option and pick them up in-store within the times stated.

1. In order to be able to use the PICK-UP option, Users must select this option on the APP for the establishments for which it is available, together with the products that they wish to buy at those establishments, and confirm the order on the APP itself.
2. Once the order has been confirmed in accordance with the payment method enabled for this purpose, it may only be cancelled through the APP before the Merchant has accepted and started to prepare it.
3. Once the order has been confirmed, the order number will appear on the screen of the User’s device, and this must be shown to the staff of the establishment when collecting it.
4. The price of orders placed through the PICK-UP option will not include the additional delivery cost.

The Marketplace Option

The User acknowledges and accepts that, in the event that the delivery of the product acquired through the APP is requested, in certain cases it may be provided by the Merchant’s own delivery service, instead of by the Mandataries. The User will be informed accordingly of this particularity in the moment of placing the order.

In such cases, the responsibility for the Delivery will fully lie with the Merchant which is the only one in position to track the delivery of the order and to resolve any incident. As a result, in these cases, the User will not be able to track the location of the product and the approximate time of delivery may vary. In these cases, in case of any delay and/or issue relating to the delivery of the products, the User shall contact the Merchant directly.

3.2. The Anything model

Through the Anything model the User states his/her wish to order the purchase in person of certain products, and the Mandatary will be a mere agent acting on the User’s behalf. The User may specify the products to be included in the order by using the free-text box to include more detailed information or instructions for the Mandatary who is to carry it out. The User is solely responsible for providing the correct addresses -including not only the written addresses but also its correct location in the map available at the APP- and indications on the APP to the Mandatary and shall assume any cost and inconvenience derive from their error and/or negligence. Further, the User shall provide the instructions as detailed as possible for the Mandatary to duly perform the services requested. If a User wants to know the composition and nutritional information of the products which purchase is entasked to the Mandatary, the User must contact each establishment directly to obtain full information about the products.

The User shall not request the performance of any errand and/or purchase which is against the law and public order, either due to its content or the circumstances in which the said errand is requested. As a result of the foregoing, the User shall be solely responsible, and it would be the User who, if the situation arose, would be liable for any incident arising from the nature of the products (such as a sanction, civil and/or criminal liability, financial liability, etc.). In relation to this, Users should be aware that Glovo actively collaborates with the authorities of each country to combat, among other crimes, fraud, drug trafficking, money laundering, terrorism and identity theft. The User is therefore aware that Glovo may disclose his/her data to public authorities on their request in order to prevent and avoid the commission of these or other criminal offences.

When placing an “Anything” order, Users must set an approximate price; the User is liable for the setting of a correct approximation. Glovo will, then, hold a sufficient amount on the basis of the said approximation from the User’s payment method; this holding will be released once the order is finished and Glovo will charge the User the precise amount owed for the order, given the price effectively charged to the Mandatary when performing the errand. In case that the service or product to be purchased by the Mandatary surpasses for more than 30% above the User’s estimation, the Mandatary and/or Glovo will contact the User to inform him or her of this situation, and it will be the latter who makes the final decision on whether or not to proceed with the purchase in person at the Merchant premises. If the User accepts to proceed with the purchase for the higher amount, the order will be continued; on the contrary, if the User does not accept to proceed, the order will be cancelled and the User will be liable for any cost that the cancellation may encompass, including the payment of any fees either to Glovo or to the Mandatary.

The Mandatary who accepts the order in the APP, undertakes a mandate to purchase the products ordered by the User on the latter’s behalf and according to his/her indications and specifications. If the product and/or service, as described by the User on the APP, is not available, the Mandatary may call the User to discuss any alternative or available options, if existing. If there are no alternative available options or the User does not accept any of the options set out by the Mandatary, the order will be cancelled in accordance with these General Terms (Section Nine). If the User does not answer the phone, the Mandatary shall wait 5 minutes before leaving and cancelling the order.

Similarly, any other change or variation shall be reported by the Mandatary for the User’s approval before carrying out the mandate. If the User wishes to make any comments regarding the order, he/she will always be able to directly contact the Mandatary who is carrying out the mandate.

Once the mandate has been completed, if the request included the purchase of a product, the Mandatary shall give the User the paper receipt for such product and/or service issued at the moment of the purchase by the seller of the product and/or service requested by the User. All this without prejudice to the detailed information for the service that will be received by the User at the e-mail address associated with his/her account.

3.3. The Courier model

Through the Courier model the User may request via the APP the services of a Mandatary for the collection and delivery of a certain object from and to the addresses indicated by the User, provided that these are within the territories where Glovo operates. The Mandatary undertakes, under a mandate, to perform the services requested by the User on the latter’s behalf and according to his/her indications and specifications.

The User shall not request any collection and/or delivery which is against the law and public order, either due to its content or the circumstances in which the said errand is requested. The User is solely responsible for providing the correct addresses -including not only the written addresses but also its correct location in the map available at the APP – and indications on the APP to the Mandatary and shall assume any cost and inconvenience derive from their error and/or negligence.

3.4. The “SuperGlovo” model

Through the SuperGlovo model, Glovo makes available to Users, on the APP, a category where they can choose from a range of products that can generally be found, among other places, in supermarkets, department stores and/or personal care establishments so that the Mandatary who accepts the order can deliver them at the address provided by the user. These products are stored in premises that may be directly or indirectly managed by Glovo; in such cases, Glovo will be responsible as mandated by the law applicable.

3.5. General provisions. Applicable to all models above

The services made available to Users through the APP, regardless of the model, will be carried out only in case the following conditions are met at the time of payment:

• The service requested by the User must be operative during the chosen time slot.
• The products purchased, the goods to be delivered and/or the errand to be performed must be in one of the cities, and within the available area, in which Glovo operates.
• The destination must be located in the same city area as the product and/or the collection address.
• The product(s) ordered cannot exceed the following size: 40 cm x 40 cm x 30 cm*
• The maximum weight of a single order will be approximately 9 kg*

*The above-mentioned size and weight will not apply in the case of vehicles capable of accommodating such volumes.

Users are solely responsible for providing the correct addresses for delivery and collection on the APP -including not only the written addresses but also its correct location in the map available at the APP- and they, therefore, release Glovo and the Mandatary from any liability for negligence or error in the collection or delivery of the order as a result of providing incorrect addresses for collection and delivery. Similarly, Users must provide all the information, in as much detail as possible, about the service and/or product to which the assignment relates. To do this, they may provide any comments they may deem useful in the “comments” section. The User releases Glovo and the Mandatary from any liability derived from negligence or error in the indications given by the User. As a result of the foregoing, the cost resulting from providing an incorrect address for collection and delivery as well as incorrect indications regarding the products to be purchased, the errands to be performed and/or the services to be provided and/or the performance of any other errand, shall be borne by the User.

If the User is not at the place indicated for delivery and, therefore, the order cannot be delivered, the User must bear 100% of the cost of the basic courier service, as well as the price of the product if one has been purchased or contracted at the User’s request. This is without prejudice to the possibility for the User to place and pay for another order, identical to the one that could not be delivered, to receive the said products or service.

The reception of the order by the User at the indicated delivery address shall be considered as acceptance of the order. In case that the order is incorrect, incomplete or contains any defect, the User shall contact Glovo through the Help Section immediately after the reception of the order. Neither Glovo nor the Mandatary assume any obligation of revision of the identity of the recipient of the order; the latter will be taken as correct, provided that it is at the indicated delivery address. Glovo, therefore, does not assume any liability for the handling of the order at the incorrect person at the correct delivery address.

4. Economic Conditions

4.1. Prices of the Services provided through the APP

Users can register in the APP free of charge; nevertheless, the free character of the registration in the APP is subject to review by Glovo at any time. In any case, Users may have to pay for certain services on the APP as provided in these General Terms. Glovo reserves the right to change the prices on the APP at any time, by informing the Users as and if required by the applicable laws. Such changes shall take effect immediately after publication.

Glovo will charge the User a service fee for the use of our APP to continuously improve our overall services, providing a wider selection of vendors and continuously improving our user experience, among others. The amount of the service fee can be fixed or variable according to the value of the products. Glovo sets the service and makes it visible to Users at the moment of the checkout of every order. This service fee will be charged against the credit card that the User has selected for the payment of the order. In the event that the User selects the cash payment option (this option may be unavailable in some of the countries in which Glovo operates), the service fee will be charged to the User in cash at the time of collection or delivery of the order, and the Merchant will be responsible for receiving this amount on behalf of and in the name of Glovo. In case of payment with cash, Glovo reserves the right to withhold the money from the User’s card until payment is made at the time of delivery of the product and/or on completion of the assignment at the place of delivery. If the payment does not take place, Glovo reserves the right to charge the card on which the money has been withheld.

In addition to the said service fee, the User must pay the price of the products and/or services requested through the APP, as well as the courier or errand services provided by the Mandataries each time that a collection and/or delivery is requested by the User. In the event of bad weather conditions, oversaturation, high demand and/or any other condition that may affect the provision of the delivery services by the Mandataries, the User may experience a temporary increase in the fee for those services provided. In any case, the fee for the delivery service may also vary in cases of force majeure beyond Glovo’s control.

In the case of orders under the Anything and/or Courier models, the total price of each service may be composed of a variable percentage based on the number of kilometres travelled and the time taken by the Mandatary, as well as, where applicable in cases in which a User requests the physical purchase of a product or service, the price established by each Merchant. Glovo reserves the right to change the price based on the distance travelled and/or the time of the day in which the service is performed. In accordance with these terms, the User will be entitled to know the approximate fee for the service before contracting it and paying for it, unless the User has not specified the address for collection.

In addition, the fee may include tips for the Mandatary and/or the local store, whose amount shall be solely and entirely at the User’s discretion; therefore, it will be solely the User who will decide on whether to tip and on the tipping amount. In any case, Glovo may offer the possibility to Users to remember the tipping option selected; in the case that the User consents to the saving of their preferences on tipping, these preferences will be automatically applied in all future orders. The User will have the faculty to change the selected preferences at any time.

4.2. Price of the Products and/or Services offered on the APP

The prices applicable to each service and/or product offered in the APP are established by the Merchants and are set solely and freely by the latter. Glovo makes its best efforts to ensure that the prices in the APP are updated and duly reflect the real price that will be applied by the Merchant; however, in certain situations above Glovo’s control, the price indicated by the Merchant in the APP may vary. In such a case, the Merchant shall be the sole responsible for the variation of the price and the User must contact the Merchant for any claim that may correspond. The purchase requested via the APP will be continued in the case of price variations of up to 30%. If the variation is greater than the said 30%, the User will be contacted to inform him/her of the situation and inform on the available options. In any case, the User may, in any case, contact the Merchant and/or the Mandatary to confirm the final price of the products ordered.

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The Merchants are free to set a disclaimer on the products/services they offer through the APP, ensuring that the prices displayed in the APP correspond to those available at their own premises. In this case the Merchants remain responsible for any variation, change and/or errors that such prices may experience. Glovo does not intervene in any way in the setting of the disclaimer.

All the prices stated on the APP are inclusive of any taxes that may be applicable based on the territory from which the User operates and shall, in any event, be denominated in the currency in force in the territory from which the User operates.

The User acknowledges that prices of the products and services indicated by the Merchants in the APP may not always include the price of their packaging, that may be charged separately to the User if so requested by the applicable law and/or standards. In particular, but without excluding any other case, the User acknowledges that it may be charged separately the price of any plastic packaging that accompanies their order.

In the case of Anything model orders, the User grants the Mandatary, by means of the purchase and delivery request made through the APP, a mandate to purchase the products in person, on his/her behalf, at the price set by the stores in which it is bought; any indicative of such price included in the APP is merely indicative and shall never be interpreted as definitive or binding neither for Glovo nor for the store or the Mandatary. The User may be in direct contact with the Mandatary while the order is being carried out.

Glovo and/or the Merchants reserves the right to introduce a surcharge in the order price (hereinafter, “Small Order Surcharge”) as a requirement for the processing and preparation of those orders considered as small. The consideration of small may vary depending on the country and/or moment in which the order is placed. Glovo will clearly communicate to the User through the APP when the Small Order Surchage is applicable and its exact amount; and the User will have the faculty to either continue with the order and pay the said surcharge, modify the order and/or quit the said order before its definitive placing.

4.3. Billing

By registering through the APP and providing the required bank details, Users expressly authorise Glovo to issue receipts for payment of the services requested, including the price and delivery of the products ordered.

The User expressly authorises Glovo to send him/her by electronic means, to the e-mail address provided by the User during the registration process, receipts for the services contracted and/or the bills generated either by the use of the APP, by the services provided by the Mandataries and/or the Merchants. If an invoice is required, the User must enter the relevant tax data on the APP before placing the order.

The User similarly accepts that according to the services contracted through the GLOVO APP, they can receive the invoices corresponding to the delivery, courier or management services, by the Mandataries.

4.4. Payment Platforms

Payment of the price of any product (such as food, drink, a gift, etc.) properly made to Glovo by Users will discharge their obligation to pay the said price to the associated restaurants and/or establishments as well as the Mandatary, for the services provided. Glovo does not act on behalf of Users and none of the authorizations provided in this document should be deemed as a mandate given to Glovo.

Glovo issues receipt of payments to Users acting as an agent (for collection of payments) on behalf of associated restaurants and/or establishments and Mandataries through an Electronic Money Institution. Electronic Money Institutions (hereinafter, “Payment Platforms”) are responsible for the obtention of any necessary authorisation or licence to provide, directly or indirectly, regulated payment services in the territories in which Glovo operates and for being in compliance with the current legislation applicable to the payment services provided. Therefore, Glovo will accept no liability for the lack of authorisation or licence or the breach of any applicable regulation; on the contrary, the sole and exclusive liability will lay with the Payment Platform.

Glovo reserves the right, as a fraud prevention measure, to request a payment pre-authorisation for the products ordered through the APP, always through the Payment Platform and for the sole purpose of verifying the means of payment provided and ensuring the correct functioning and use of the APP by the Users. Such pre-authorisation shall in no event involve payment of the full amount of the order, as this will be done solely and exclusively after the products have been made available to the User, or for the reasons set forth in these General Terms.

If a User has any issues with the payment via the Payment Platform made available in the APP, the User may contact Glovo’s User assistance service through the Help Section in the APP. Glovo will make its best efforts to provide a solution to the issue and to liaise with the Payment Platform to the extent possible; be that as it may, Glovo is not responsible for any such issue that falls within the activity and responsibility of either the Payment Platforms or the User’s bank or assimilated financial institution.

4.5. Payment methods

The User may pay for the products and/or services in cash or by credit card. When making the order, the User will be informed of the various payment options available in the territory from which the service is being requested. Additionally, in certain territories, the User may also have the option to pay with mobile money, either via the APP or at the moment of pick up or reception of the order, as indicated through the APP in each case.

In order to pay with a credit card, the User must provide the card details through the APP as a payment method associated with his/her account. Glovo does not store card numbers on its servers and can only view the last four digits of the card. The full information shall be stored on the servers of the Payment Platform through which payments are made.

If it is not possible to complete a charge using the selected payment method, the User authorises Glovo to charge the applicable fee to any other credit or debit card that the User has already registered to his/her Glovo account.

The cash payment option may be unavailable in some of the countries in which Glovo operates. If available, in the case of cash payments, Glovo reserves the right to withhold the money from the User’s card until payment is made at the time of delivery of the product and/or on completion of the assignment at the place of delivery. If the payment does not take place, Glovo reserves the right to charge the card on which the money has been withheld t

If payment for the service can for any reason not be taken from the User, the User’s account shall be blocked until the situation has been rectified and the debt has been settled.

4.6. Refunds

In the event of a dispute, Glovo may provide the first line of support and may reimburse the User if this is deemed appropriate. In case of cash payments, Glovo provides refunds, adding Promo code to the User’s Glovo account. In case Glovo becomes aware that the User who is requesting a refund of an Order, has made a fraudulent use of the APP, this request will be immediately rejected.

Notwithstanding the above, Glovo shall not be obliged to implement any refund due to defects on the Merchant’s products or on the provision of the delivery services by the Mandataries. Further, any refund done by Glovo due its high standards in Users’ satisfaction, shall not be considered as a waiver of this exclusion of liability which is inherent to Glovo’s condition of a mere intermediary. Additionally, any return of a product as well as its corresponding refund shall be managed by the User directly with the Merchant, in accordance with the Merchant’s return policy and with section 5 of these General Terms.

4.7. Promotional Codes and/or Other Offers or Discounts

Glovo may unilaterally provide at any time credits for use within the APP, discounts, free shipping as well as any other promotion, to certain Users (hereinafter, the “Discounts and/or Promotions”). Any of these discounts and promotions may unilaterally be cancelled at any time by Glovo.

The User acknowledges and accepts that any Discounts or Promotions granted must be used only within the validity period established by Glovo for each Discount and/or Promotion. If no validity period is specified by Glovo at the moment of communicating and/or granting such Discount or Promotion, the validity period applicable by default will be of six (6) months from the date on which they were made available to the User. Any other validity period set by Glovo at the moment of communicating or granting the said Discount and/or Promotion will prevail over the six (6) months default validity period stated above.

Similarly, the User acknowledges and accepts that any Discounts and/or Promotions granted may be applicable only to certain products and/or services offered through Glovo’s APP or only under specific circumstances and conditions (e.g. first order, order within a territory, order at a specific time of the day, order of a certain type, Small Order Surcharge, etc).

Discount and/or Promotions granted to Users must be correctly entered in the APP by the User before placing the order. Otherwise, they will not take effect and the User will be unable to enjoy them. The User is responsible for making sure that the Discount and/or Promotion is applicable for the specific products or services requested through the APP and that the Discount or Promotion is still valid and fully effective.

The User acknowledges that Discounts and/or Promotions may experience a delay in its application from the moment in which these are communicated and/or granted to the User. In particular, among others, the Discounts and/ or Promotions offered by Glovo for first Users or first orders in the APP may take between 24 and 72 hours from the time of the creation of the User account to be available. The User is responsible for making sure that the Discount and/or Promotion has been correctly entered in the APP and to review that it has correctly been applied to the order. If this delay in application exceeds 72 hours, the User can use the Help Section to contact Glovo’s User Support.

The User acknowledges and accepts that all Discounts and/or Promotions are valid only once per User and, therefore, may be restricted based on various characteristics such as device, credit/debit card, email address, phone number or user ID, save expressly provided otherwise by Glovo in reference to the specific Discount and/or Promotion.

In any case, Glovo reserves the right to unilaterally cancel and withdraw any Discount and Promotion either offered or already granted if it becomes aware of a fraudulent use thereof (such as, among others, a promotional code being redeemed by someone who is not its legitimate recipient, the mass communication of codes or the sale of codes or discounts). Furthermore, it reserves the right to apply sanctions to Users for the amount for which Glovo has been defrauded as well as for the suspension and/or cancellation of User’s Glovo account.

Glovo will accept no liability if, due to an event of force majeure or other events beyond its control or whose need is justified, it is forced to cancel, shorten, extend or amend the conditions of Discounts and Promotions. In particular, Glovo will accept no liability if the website is not available at any time during Discounts and Promotions or for a malfunction in the automated promotion system.

5. Cancellation of Orders and Right of Withdrawal

5.1. Cancellation of Orders by the User

In accordance with the nature of the intermediation service offered by Glovo, the User is aware that, once a Mandatary and a Merchant have voluntarily accepted an order, the execution of the mandate is considered to have started, and the User may therefore no longer be entitled to withdraw the service request free of charge. Once the User has cancelled the orders, the products will not be delivered. This is without prejudice to the right of return and/or withdrawal of the User that may correspond to the User under the laws applicable, referred to in section 5.3 below.

The cost of cancellation may depend on the following factors:

1. If the Merchant has already accepted the order and started preparing it, the User will be charged the price of the products. The User will be informed of the Merchant’s acceptance through the APP and/or by e-mail at the e-mail address registered by the User.
2. If the User cancels the order once the Mandatary has accepted it for processing, the User will be charged the cancellation fee. The User will be informed of the Mandatary’s acceptance through the APP. The User can see the cost of cancellation on the APP. If the Merchant and the Mandatary have both accepted the order for processing, the User will be charged both the price of the products and the cancellation fee.
3. If the order must be cancelled by Glovo and/or by the Merchant, due to reasons that are not directly attributable to the User but outside Glovo’s control (e.g. lack of stock, change in the price by the Merchant, etc), Glovo’s agents or the Mandatary will contact the User to inform the latter of the alternatives available and the costs that these will entail, if any.

The total cost of cancellation will appear on the User’s screen on pressing the “Cancel” button on the APP, based on the factors described above.

5.2. Cancellation of Orders by Glovo

Glovo reserves the right to cancel an order without having to provide a just cause. Glovo will inform the User of the said cancellation and, in the event of cancellation without just cause at Glovo’s instance, any amount held in the User’s account and/or credit card will be released.

5.3. Return of Non-perishable products. Right of Withdrawal

If a User wishes to return a non-perishable product or make a claim about the provision of a service, the Merchant that sold the said product will be the sole responsible for the acceptance and/or refusal of such return, in accordance with its own internal policies and with all applicable law. Therefore, in all cases, the return of a non-perishable product shall be subject to the Merchant’s returns policy in any event and the decision regarding whether a return is appropriate will lie with the Merchant in each case. Similarly, the Merchant will decide how to make the refund (cash, credit card, store voucher, etc.) following its own return policy.

Glovo will neither be responsible for such return, nor for the compliance of the Merchant’s return policy with all applicable laws. This is without prejudice to Glovo’s ability to act as an intermediary between the User and the Merchant in handling the complaint. The User must inform Glovo of the solutions provided by the Merchant if a dispute arises.

Further, as certain Merchants may not have premises open to the public, Users will be unable to access them for the purpose of processing any claims or returns. In such cases, they must contact Glovo’s User assistance service for the necessary help and support using the channels available on the APP.

The User must check the non-perishable products delivered by the Mandatary at the delivery address at the moment of the delivery; the User is, thus, responsible for checking that the service and/or products provided are adequate as well as, where applicable, for collecting enough evidence to prove that they were not. Therefore, if a User wishes to process the return of a non-perishable product, he/she must provide a photograph of the total order, together with a list of the incorrect or undelivered products, as well as other proof of the inadequacy of the product requested. In any event, the decision regarding whether a return is appropriate will lie with the Merchant, and not with Glovo, in each case.

Glovo has official claim forms available to Users, in the official languages of the countries in which Glovo operates, in relation to the service offered by it. Users may request the above-mentioned claim forms through Glovo’s User assistance service, and the option to access them will be sent automatically. The User’s e-mail must specify the exact location from which the request is being made, which must be the same as the place where the service is to be carried out. In the event of doubt, the claim should be made from the latter place.

6. Home Delivery of Free Samples and Other Commercial Actions

Glovo reserves the right to enter into commercial agreements with other companies, brands, stores, entrepreneurs, professionals etc, to send promotional communications, including the addition of free samples to any orders delivered to the User’s, either occasionally or as part of recurrent sampling campaigns. In this regard, during any type of sampling campaign, certain Merchants or brands may have a prominent position if so agreed with Glovo for the purpose of the Merchant or brand promotion. The provision of samples will not entail any additional cost to the User.

The user acknowledges and accepts that, by ordering through Glovo, it may participate in any sampling campaign and receive various samples together with the orders made via the APP, for mainly promotional purposes.

Glovo is, in no way, responsible for the quality and characteristics of the products provided as sample and will not be liable for any damage and/or offence caused by the delivery of the said sample. Further, Glovo is not responsible for any sampling campaign that the Merchants offering products or services through the APP may organise and implement; while Glovo makes its best efforts to ensure legality of Merchants’ activities and Merchants commit to respect the law when using the APP, Glovo cannot review the content of the orders and/or any sampling campaign organised by the Merchants in their condition of independent professionals/companies.

7. Policy on the Delivery of Restricted Items

7.1. General Policy

This section presents a non-Exhaustive List of Examples of items that may be legally limited or restricted in certain countries and/or cities in which the APP operates, depending on the local legislation:

Source: https://t-tees.com
Category: HOW