Last updated: 7 August 2026
Draft — not for publication. The company name, registration number and registered address are missing. Until they are filled in, these terms do not say who is making these promises, which the Electronic Commerce Regulations 2002 require.
Gozzy is a food ordering and delivery service operating in the United Kingdom.
In these terms, "we" and "us" mean the company above. "You" means the person using the app.
Gozzy is a marketplace. The restaurants on it are independent businesses selling their own food; we help them reach you, we take the payment, and we deliver. We are not in their kitchens.
The restaurant sells you the food. When the restaurant accepts your order, your contract for the food is with them. They are the food business: they are registered with their local authority, they hold their own food hygiene rating, they decide their recipes and their prices, and they are responsible for the allergen information on every dish. We pass that information to you exactly as they give it to us.
We sell you the service around it — the app, taking your payment on the restaurant's behalf, and getting the food to your door. That part is ours, and we answer for it.
None of this is a way of sending you away when something goes wrong. Whatever the food problem is — missing, cold, not what you ordered, not described properly — tell us first. We sort it out, and we settle it with the restaurant afterwards. Your rights under the Consumer Rights Act 2015 stand whichever of us is at fault, and nothing on this page takes them away.
The price you see on a dish is the price you pay for that dish, including any VAT. Delivery fee, service fee and any discount are shown before you pay, on the same screen as the total — you will never be asked to pay a compulsory charge you have not already seen.
Restaurants set their own prices for selling through Gozzy, and those can be higher than the prices in the shop itself: delivery costs them something too. Prices can change. The price that counts is the one shown when you place the order.
Tips are yours to decide and go to the driver.
When you press the order button you are making an offer to buy. The contract is formed when the restaurant accepts your order in their kitchen — you will see this in the app. A restaurant can refuse an order (they have run out of something, they are too busy, you are outside their delivery area), and if they do you pay nothing.
The 14-day right to change your mind that applies to most online shopping does not apply to food cooked to order. That is the law, not our choice: the Consumer Contracts Regulations 2013 exempt goods that spoil quickly (regulation 28(1)(c)) and catering supplied for a particular time (regulation 28(1)(h)).
What we give you instead:
Card refunds go back to the card you paid with, usually within 5 working days. Cash orders are refunded to your account or by bank transfer.
If something is wrong with your food — missing, cold, not what you ordered — message support in the app. This is separate from cancelling, and your legal rights under the Consumer Rights Act 2015 apply.
Every dish lists the allergens the restaurant has declared for it, and you can see them before you add anything to your basket. Restaurant kitchens prepare many dishes side by side, so traces cannot be ruled out. If your allergy is serious, contact the restaurant before ordering — their number is on their page in the app.
The restaurant is responsible for the accuracy of the allergen information it gives us. We pass it on exactly as they provide it.
Only someone who actually received an order can review it, and we do not write, buy or edit reviews. Writing or commissioning fake reviews is against the law (Digital Markets, Competition and Consumers Act 2024) and against these terms. We remove reviews that are abusive, or that are about something other than the order.
Drivers and restaurant staff are at work. Abuse, threats or discrimination towards them ends your account.
Do not use Gozzy to commit fraud — for example, claiming food did not arrive when it did, in order to get money back. We look at refund claims one by one, with a person, not automatically.
You can delete your account at any time from Profile → Delete account, or from this page without the app.
We can suspend or close an account if these terms are broken — for repeated abuse of staff, for fraud, or where we are required to by law. If we do, we will tell you the reason, and you can reply to [email protected] to ask us to look again. A person reads those replies. Suspension does not affect money already owed to you.
We are responsible for loss you suffer that we caused by breaking these terms or by failing to use reasonable care and skill. We are not responsible for things outside our control, or for losses we could not have foreseen.
We do not limit our liability for death or personal injury caused by our negligence, for fraud, for defective products under the Consumer Protection Act 1987, or for anything else the law does not allow us to limit.
Message support in the app, or write to [email protected]. We aim to reply within two working days. If we cannot sort it out between us, we will tell you whether we are willing to use an independent dispute resolution scheme, and which one. You can also ask the Citizens Advice consumer helpline for free advice.
We may change these terms — new features, new rules. The date at the top tells you when they last changed. Orders you have already placed are covered by the terms as they were when you ordered.
These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales, and if you live in Scotland or Northern Ireland you can also bring it in your own courts.
What we collect and why is on our privacy policy page.
Questions? [email protected]
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