Terms & Conditions
University of Exeter, Eat & Shop, Eat & Shop Club, Order & Pay Application and Website
Last Updated: September 2025 (Revised)
Contents
- Information About Us
- Your Account
2.1. Saving a Payment Card to Your Account
2.2. Eat & Shop Club Membership
2.3. Termination or Suspension of Eat & Shop Club
2.4. Inactive Accounts
2.5. Use of the Eat & Shop App
- Orders
- Availability and Delivery
- Your Rights if Something is Wrong with Your Items
- Age-Restricted Products
- Cancellation
- Prices, Payment and Offers
8.1. Cashless Purse
8.2. Promotional Vouchers
8.3. Loyalty Points
- Refunds
- Your Status
- Written Communications
- Events Outside Our Control
- Variations
- Law and Jurisdiction
- Food Safety
- Feedback Procedure
- Limitation of Service
- Data Protection
- Participating and Excluded Outlets
19.1 Residential Catered Halls (Meal Cards/Plans)
- Excluded from Promotions and Loyalty
General Information
This page (together with the documents referred to in it) sets out the terms (the “Terms”) which apply when you order any menu items (the "Items") from the Eat & Shop App, the Eat & Shop Club App, the Eat & Shop website, or related services (each referred to as an “Application”).
The functionality of the Applications allows you to Order and Pay for Items and to use a Cashless Closed Loop System, with the added benefits of a Loyalty scheme and Promotions function.
Please read these Terms carefully before creating a https://exeteruni.mcr-symphony.net account or using our Applications. If you have any questions, please contact support at csmarketing@exeter.ac.uk.
If you are a consumer, you have certain legal rights when you order Items using our Applications. You can find more information about these rights at: https://www.citizensadvice.org.uk/consumer/. Your legal rights are not affected by these Terms, which apply in addition to them and do not replace them.
By setting up your account, you confirm that you accept these Terms.
1. Information About Us
https://exeteruni.mcr-symphony.net is a site operated by the University of Exeter (“we”).
We are a Higher Education Institution established under Royal Charter no. RC00653 with our registered office at Northcote House, The Queen’s Drive, Exeter, EX4 4QJ. Our VAT number is GB 142047795.
We are regulated by the Office for Students (OfS).
2. Your Account
Before you can place orders for Items using our Application, you need to open an Eat & Shop account. When you open an account you may create a password or other secure login method, and you will need to provide credit/debit card details.
You must keep any password or secure login method secret, and prevent others from accessing your account. If another person uses these methods to access your account, you will be responsible for paying for any Items they order, and we are not responsible for other losses you suffer, unless they obtained access because of our failure to keep the system secure.
You may close your account at any time via the account section of our website or by contacting us. We may suspend or close your account if we believe it has been used by someone else, or if in our opinion you are abusing the Service (e.g. applying for refunds you are not entitled to, making repeated unreasonable complaints, or mistreating staff or delivery personnel).
If we close your account permanently, we will refund any valid remaining account credit to your registered payment card, or if that is not possible, by bank transfer (using details you provide).
2.1. Saving a Payment Card to Your Account
The online ordering solution allows you to store payment card details for faster checkout. To validate the card, a £1 pre-authorisation will be made but not processed. This £1 will be ring-fenced by your bank for between 3 and 10 days before being released.
If card details are not stored, this £1 pre-authorisation will occur for each transaction.
To maintain PCI compliance, your full card details are tokenised by Mastercard Payment Gateway Services. They are never visible to the University of Exeter, its staff, or service providers.
2.2. Eat & Shop Club Membership
Your Eat & Shop Club account is personal to you as the registered account holder. All dealings regarding the account will only be conducted with you, the registered holder.
- You may arrange for a third party (e.g. parent or guardian) to top up your account on your behalf. However, the University will only deal directly with you as the registered account holder.
- The University reserves the right to change these Terms and Conditions. If it does so, you will be notified by email. You will have the opportunity to terminate your membership at that point and request a refund of any valid remaining credit in accordance with Section 8.1.
2.3. Termination or Suspension of Eat & Shop Club
The Eat & Shop Club scheme has no scheduled end date but will be reviewed by the University on an annual basis.
- The University reserves the right to terminate or suspend the operation of the Eat & Shop Club scheme for any reason at any time.
- Registered Eat & Shop Club account holders will receive a refund of any unspent funds in the event of termination or suspension of the scheme, in accordance with Section 8.1 of these Terms.
2.4. Inactive Accounts
Any Eat & Shop Club accounts found to be inactive for a period of 18 months or more will be closed.
- Refunds will not be available for accounts that have been inactive for 18 months or more.
- You are encouraged to use or close your account before this period to retain access to any valid remaining balance, in accordance with Section 8.1 of these Terms.
2.5. Use of the Eat & Shop App
The Eat & Shop App can be downloaded to allow you to make payments and earn rewards at tills or for online transactions.
- The App is available to download from the App Store and Google Play.
- Your account is identified at a transaction point via your individual account QR code, which must be presented on your mobile device when completing a transaction.
- The University cannot accept responsibility for any mobile data charges incurred whilst using the App.
- Screenshots or paper copies of your Eat & Shop Club App QR code are not acceptable for payment or identification.
3. Orders
When you place an order through our Application, it must be accepted by us before it is confirmed. We will send you a Confirmation Notice when your order is accepted. The contract for the supply of Items comes into existence when we send the Confirmation Notice.
You are responsible for paying for all Items ordered using your account, and for related delivery charges, even if the Item was ordered for someone else.
All Items are subject to availability.
Allergen notice: Our kitchens handle nuts and other allergens. We cannot guarantee that any Items are free from allergens. Please contact the restaurant prior to ordering if you have dietary requirements.
4. Availability and Delivery
You may choose collection or delivery when placing an order.
For delivery, you will select a designated timeslot. You must be available to accept delivery from 10 minutes before to 10 minutes after the specified time. We may contact you via the mobile number you provide.
Despite our best efforts, factors such as traffic or weather may delay delivery. If your order is more than 15 minutes late, and we have not notified you with the option to cancel, we will work with you to resolve the issue.
You will still be charged if delivery fails due to your actions, including but not limited to:
- Not being present to collect your order.
- Refusal of delivery due to age verification (see Section 6).
Perishable goods not collected will be held only while safe, and then disposed of. You will still be charged in full.
5. Your Rights if Something is Wrong with Your Items
You have a legal right to receive goods that:
- Match their description,
- Are of satisfactory quality, and
- Comply with any specific requirements agreed before ordering.
If you believe Items do not comply, please let us know. We may request a photo of the problem. Refunds or credits will be issued for affected Items (and delivery, if the whole order is affected), unless the issue occurred after delivery.
6. Age-Restricted Products
Alcohol and other age-restricted products may only be sold to persons aged 18 or over. By ordering, you confirm you are at least 18.
We operate a strict Challenge 25 policy. Our staff or delivery drivers may request valid photo ID. Delivery may be refused if ID is not shown, or if the customer appears under the influence of alcohol or drugs.
If delivery is refused, you will still be charged.
7. Cancellation
You may cancel without charge until preparation of food begins (a “Preparing Order”). To cancel, please contact the outlet you are ordering from. Contact details are available on the Eat & Shop website – Isca Eats & Drinks.
If your order is not yet a Preparing Order, we will refund your payment (excluding discounts or vouchers). If cancelled after preparation has started, the full charge applies.
If we cancel your order, you will not be charged and any payment made will be refunded.
8. Prices, Payment and Offers
Prices include VAT. Orders are for personal, non-commercial use.
We may operate dynamic pricing, meaning prices may change while browsing. Prices are fixed once you complete checkout. No changes affect confirmed orders, except in the case of an obvious mistake.
Payments are processed through Mastercard Payment Gateway Services on behalf of the University of Exeter. We do not store card details and use SSL encryption.
Once completed, you will receive a confirmation email from no-reply@mcr-symphony.net, and your order will also appear under “Purchase History” in your account.
The Eat & Shop Applications provide a Cashless Closed Loop System with Loyalty and Promotions functionality. This includes the ability to:
- Top up and spend using your Cashless Purse (Section 8.1).
- Redeem Promotional Vouchers on qualifying transactions (Section 8.2).
- Earn and redeem Loyalty Points on eligible spend (Section 8.3).
Additional promotions, including Welcome Week incentives or other registration benefits, will be subject to their own published terms, in addition to these Terms.
8.1. Cashless Purse
Your University of Exeter account may include a Cashless Purse balance, which you can top up and use for purchases through the Application.
- Funds loaded are non-transferable and can only be used within the Eat & Shop service.
- No interest is paid on balances held.
- Account holders may add funds to their Eat & Shop Club account by logging into the Eat & Shop App and topping up, or by linking and paying by card via the App. The University accepts no liability if it is unable to accept card or digital payments due to technical problems.
- If you are closing your account, any valid remaining balance exceeding £10.00 may be refunded upon request. To request this refund, you must email csmarketing@exeter.ac.uk.
- Balances of £10.00 or less are non-refundable. You are encouraged to spend any remaining credit below this amount at participating open outlets before closing your account.
- Refunds will be made to your registered payment method, or if that is not possible, by bank transfer.
8.2. Promotional Vouchers
We may issue promotional or goodwill vouchers, which can be redeemed against qualifying products or promotions.
- Vouchers are valid only for the period stated and may be withdrawn without notice.
- Only one voucher may be applied per order, unless otherwise specified.
- When the qualifying conditions are met, the voucher will automatically be applied to the purchase transaction.
- Vouchers have no cash value and cannot be exchanged for money.
8.3. Loyalty Points
We may operate a Loyalty Points scheme:
- Loyalty Points are earned on eligible purchases made through the Application.
- For each full £1.00 spent, you will earn 1 Loyalty Point.
- Loyalty Points can only be earned when paying for goods through the Cashless Purse within the Application.
- Loyalty Points have no cash value, cannot be exchanged for cash, and are non-refundable.
- Points may only be redeemed against eligible purchases as specified within the Application.
- Loyalty Points are personal to your account and cannot be gifted, transferred, or allocated to others. Points are awarded solely for your purchases, not anyone else’s. Any abuse of the scheme, including fraud, collusion, or misuse, may result in removal from the scheme and/or closure of your account.
- You are not permitted to gift, transfer, or allocate Loyalty Points to another person at the point of purchase or afterwards. Points are awarded solely for your purchases, not anyone else’s.
- Any abuse of the scheme, including but not limited to fraud, collusion, or misuse of Loyalty Points, may result in removal from the Loyalty scheme and/or closure of your account.
- We reserve the right to amend or withdraw the Loyalty Points scheme at any time.
9. Refunds
Refunds will only be issued using the same payment method originally used, and only via University of Exeter nominated outlets, in accordance with Sections 5, 7, and 8.1 of these Terms. Refunds may take up to 10 working days to appear in your account, depending on your bank or card provider.
10. Your Status
By placing an order, you warrant that:
(a) You are legally capable of entering into binding contracts; and
(b) You are at least 18 years old.
11. Written Communications
You agree that communication with us will be mainly electronic. This satisfies any legal requirement for communications to be in writing.
Communication with Eat & Shop Club account holders, once registration is complete, will be via the registered email address linked to the account.
By signing up to Eat & Shop Club, customers will be asked to opt in to receive email notifications of offers and communications from the Eat & Shop Club team. Your contact details will not be shared with third parties—except our trusted service providers working on our behalf and in accordance with the University of Exeter’s Privacy Notices—and will be handled responsibly in line with the University’s privacy policies.
You may unsubscribe by using the managing notification preferences in the Account Information section of the Eat & Shop Club App.
12. Events Outside Our Control
We are not liable for failure to perform obligations caused by Force Majeure Events, including (without limitation): strikes, civil unrest, terrorism, war, natural disasters, transport disruption, telecommunications failure, or government restrictions.
13. Variations
We may revise these Terms from time to time. You will be subject to the Terms in force at the time of your order, unless changes are required by law or notified to you before confirmation.
14. Law and Jurisdiction
These Terms are governed by English law. Disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales.
15. Food Safety
After delivery, store food away from direct heat or sunlight. Keep covered until required.
Food deteriorates when left at room temperature. We recommend consuming meals within one hour of receipt. Food should not be eaten after three hours, unless refrigerated below 5°C and within its use-by date. Food must always be consumed before its use-by date.
16. Feedback Procedure
All feedback regarding any aspect of the local services should be directed to the manager of the particular unit or area. Please ask a member of staff in the unit for details of the feedback process.
Alternatively, feedback may be submitted by email to csmarketing@exeter.ac.uk.
17. Limitation of Service
The University will endeavour to ensure that the Eat & Shop Club App and the necessary scheme infrastructure are functioning to allow purchases by account holders.
However, the University cannot guarantee that the infrastructure will operate without interruption at all times. From time to time, maintenance or technical issues may cause temporary disruption.
- The University will seek to minimise any inconvenience caused.
- Any concerns regarding problems with the scheme’s infrastructure must be reported immediately to csmarketing@exeter.ac.uk.
- If the system is non-operational, account holders have no right to claim unprocessed Loyalty Points, promotions, or benefits retrospectively for purchases made during the downtime.
18. Data Protection
The University of Exeter processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
- Data will be collected from users for the purposes of administering the Eat & Shop Club scheme.
- Your personal data will not be disclosed to any unauthorised person or organisation.
- Your personal data will be stored securely on servers within the EEA.
- Upon account closure, all personal data will be deleted immediately. Sales data may still be stored securely on the system as part of our reporting process.
- Should you have any concerns or queries, please contact the University’s Data Protection Officer at informationgovernance@exeter.ac.uk.
19. Participating and Excluded Outlets
The Eat & Shop Club scheme is valid only at designated participating Eat & Shop outlets.
Participating Outlets include:
- BARiSCA Coffee Co. at Peter Chalk, Innovation Centre, The Terrace, Engine Room, OAK, Reed Hall
- iSCA Eats & Drink at Cornwall House
- Crosskeys at St Luke’s
- La Touche at Business School
- Forum Kitchen at the Forum
- The Ram Bar at Devonshire House
- Comida at Devonshire House
Excluded Outlets include (not valid for payment, loyalty points, or vouchers):
- Any non–Eat & Shop third-party business.
- The Lemongrove
- The Eat & Shop Snack Van
- Vending Machines
- Any online order via https://uoemerchandise.com/
19.1 Residential Catered Halls (Meal Cards/Plans)
Self-Catered Meal Cards or Plans can only be redeemed at Lopes Hall or Holland Hall dining rooms, during their normal advertised service times.
Key conditions:
- Valid for University of Exeter student purchase only.
- Meals are non-transferable and can only be consumed by the student who purchased the Meal Card/Plan.
- Meal service is not available outside of the published term times.
Service Times:
- Breakfast: Monday–Friday 07:30–09:30
- Continental Breakfast: Saturday 08:00–10:30, Sunday 08:30–10:30
- Brunch: Saturday & Sunday 11:00–13:00
- Dinner: Monday–Sunday 18:30–19:30 (servery closes promptly at 19:30)
The University is on hand to discuss any dietary requirements you may have.
20. Excluded from Promotions and Loyalty
You may use your Eat & Shop Club account to purchase cigarettes, tobacco, vapes, and any associated products; however, these items are excluded from:
- The earning of Loyalty Points,
- The redemption of Loyalty Points, and
- The use of Promotional Vouchers