• Help Centre

    Help Centre Terms & Conditions

  • Terms & Conditions


    1. University of Exeter, Eat & Shop Order & Pay Application and Website

    2. Last Updated:

      September 2020

    3. General Information Us

      This page (together with the documents referred to in it) tells you the terms (the “Terms”) which apply when you order any menu items (the "Items") from eatandshop website or mobile applications and related services (each referred to as an “Application”).

      Please read these Terms carefully before creating a https://exeteruni.mcr-symphony.net account or using our Application. If you have any questions relating to these Terms please contact support at csmarketing@exeter.ac.uk  If you are a consumer, you have certain legal rights when you order Items using our Application. 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.

    4. 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 and with our registered office at Northcote House, The Queen’s Drive, Exeter, EX4 4QJ.  Our VAT number is GB 142047795. We are regulated by HEFCE.

    5. 2. Your Account

      Before you can place orders for Items using our Application, you need to open an eatrandshop account. When you open an account you may create a password, or other secure login method, and will need to provide credit/debit card details. You must keep any password you create, or other secure login method, secret, and prevent others from accessing your email account or mobile phone. If another person uses these methods to access your account, you will be responsible to pay for any Items they order, and we are not responsible for any other losses you suffer, unless the person using your password obtained it because we did not keep it secure.

      You may close your account at any time by requesting to do so in your account section of our website or contacting us using the contact details above. We may suspend your access to your account, or close it permanently, if we believe that your account has been used by someone else. We may also close your account if in our opinion you are abusing our Service (for example, by applying for refunds or credit to which we do not consider you are entitled, making repeated unreasonable complaints, mistreating our staff or delivery personnel, or any other good reason). If we close your account permanently we will refund any remaining account credit you have validly obtained from our customer service team or Application following any issue with an order, by applying a credit to your registered credit card, or if that is not possible for any reason, by way of a bank transfer using bank details (provided you have supplied them to us).

    6. 3. Orders

      When you place an order through our Application, it needs to be accepted by us before it is confirmed. We will send you a notification if your order has been accepted (the "Confirmation Notice"). The contract for the supply of any Item you have ordered 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, and for complying with these Terms, even if you have ordered the Item for someone else. All Items are subject to availability.

      The University of Exeter may use nuts or other allergens in the preparation of certain meals should you wish to discuss your allergen requirements contact the restaurant prior to ordering if you have an allergy. The University of Exeter cannot guarantee that any of the Items sold are free of allergens as all items are made in a kitchen that has allergens.

    7. 4. Availability Delivery

      When you place an order you may have the choice to place it as a collection or delivery to a set destination. You will choose a designated delivery timeslot therefore you must be available to accept delivery, we will advise you of the time when the Item is expected to be delivered; you must be available to accept delivery for ten minutes before and ten minutes after that time. We will ask for a mobile contact number, and may use this in the event that we need to contact you when delivering.

      Unfortunately, despite our, best efforts, things do not always go to plan and factors such as traffic and weather conditions may prevent us from delivering your Item on time. If your order is more than 15 minutes late, and we haven’t notified you giving you the option to cancel your order, we will work with you to make things right unless you have caused the delay.

      You will still be charged for the Item and for delivery in the event of a failed delivery if you have caused such failure for any reason. Reasons you might cause a delivery to fail include (but are not limited to):   

      • You do not arrive to collect your order in the designated time slot or delivery location
      • The delivery team refuses to deliver the Item to you in accordance with section 6 (Age Restricted Products)

      Should you not arrive on time to take delivery of your products these will be returned to our outlets, where perishable food is ordered we will keep the item whilst it is safe to do so after which time it will be disposed of if you do not collect the item in person. You will still be charged the full amount of the uncollected perishable goods.

    8. 5. Your Rights if Something is Wrong With Your Items

      You have a legal right to receive goods which comply with their description, which are of satisfactory quality and which comply with any specific requirements you tell us about (and we agree to) before you place your order. If you believe that the Items you have collected or been delivered do not comply with these legal rights, please let us know. We may request a photograph showing the problem if it is something that can be seen by inspecting the Items. We will provide a refund or account credit in respect of the affected part of the Item, and also in respect of delivery if the whole order was affected, unless we have reasonable cause to believe that the problem was caused after delivery.

      Prior to processing your refund or account credit, we may take into account relevant factors including the details of the order, including your account history or what happened on delivery.

    9. 6. Age Restricted Products

      Age restricted products (alcohol) can only be sold and delivered to persons aged 18 or over. By placing an order for an age restricted product, you confirm that you are at least 18 years old. The University of Exeter operates an age verification policy whereby customers ordering age restricted products will be asked by the delivery driver or member of staff to provide proof that they are aged 18 or over before the delivery is completed. The delivery driver or member of staff may refuse to deliver any age restricted product to any person unless they can provide valid photo ID proving that they are aged 18 or over. The University of Exeter and delivery driver or member of staff may refuse to deliver alcohol to any person who is, or appears to be under the influence of either alcohol or drugs. If delivery of any age restricted product is refused, you will still be charged for the relevant Item and for delivery.

    10. 7. Cancellation

      You may cancel an order without charge at any time before the University of Exeter has started preparing the food (a "Preparing Order"). If you wish to cancel an order before it becomes a “Preparing Order”, please contact us immediately, via our Application. If the University of Exeter confirms the order was not a “Preparing Order”, we will refund your payment (excluding any discount, or Voucher that was applied to the order. If you cancel any order after it becomes a “Preparing Order”, you will be charged the full price for the Items.  

      The University of Exeter may notify you that an order has been cancelled at any time. You will not be charged for any orders cancelled by us, and we will reimburse you for any payment already made using the same method you used to pay for your order

    11. 8. Prices, Payment and Offers

      Prices include VAT. You confirm that you are using our Service for personal, non-commercial use. The University of Exeter may operate dynamic pricing some of the time, which means that prices of Items and delivery may change while you are browsing. Prices can also change at any time at the discretion of the University of Exeter. No changes will affect existing confirmed orders, unless there is an obvious pricing mistake. Nor will changes to prices affect any orders in process and appearing within your basket, provided you complete the order within 30 minutes of creating the basket. If you do not conclude the order before the 30 minute cut-off the items will be removed from your basket automatically and the price change will apply. If there is an obvious pricing mistake we will notify you as soon as we can and you will have the choice of confirming the order at the original price or cancelling the order without charge and with a full refund of any money already paid.  

      The total price of your order will be set out on the checkout page on our Application.

      When making a purchase from or via University of Exeter for any product payments will be processed through the MasterCard Payment Gateway Merchant Services. All payments are made to the University of Exeter.

      The University of Exeter does not store credit card details and uses industry standard SSL encryption to ensure the safety of your data.

      All payments are made in a live environment - upon clicking 'Pay Now', your credit or debit card will be billed with the agreed amount and your order will be immediately processed.

      Once your order has been completed, you should receive a confirmation email from no-reply@mcr-symphony.net to your message centre inbox on the Account section of the website. This can additionally be viewed at a later date by viewing 'Purchase History' in the Account section of the website.

      These terms shall be governed by English law and are subject to the exclusive jurisdiction of the English Courts. Nothing in these terms shall exclude liability for fraudulent misrepresentation.

    12. 9. Our refunds policy

      We will only refund any money received from you using the same method originally used by you to pay for your purchase from one of our nominated outlets that complete customer refunds.

    13. 10. Your status

      By placing an order through our site, you warrant that:

      (a) You are legally capable of entering into binding contracts; and

      (b) You are at least 18 years old;

       

    14. 11. How the contract is formed between you and us

      After placing an order, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the Product has been dispatched (the Dispatch Confirmation). The contract between us (Contract) will only be formed when we send you the Dispatch Confirmation.

      The Contract will relate only to those Products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.

    15. 12. Written communications

      Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

    16. 13. Events outside our control

      We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).

      A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: Strikes, lock-outs or other industrial action.

      Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.

      Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster.

      Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport. Impossibility of the use of public or private telecommunications networks.

      The acts, decrees, legislation, regulations or restrictions of any government.

    17. 14. Our right to vary these terms and conditions

      We have the right to revise and amend these terms and conditions from time to time.

      You will be subject to the policies and terms and conditions in force at the time that you order Products or Services from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the Products).

    18. 15. Law and jurisdiction

      Contracts for the purchase of Products through our site and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by English law. Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

    19. 16. Food Saftey

      When your food has been delivered, store it carefully away from direct sunlight or heat sources, such as radiators and draughts. Keep your food covered until it is required to ensure its freshness. Food deteriorates when left out at room temperature for long periods. We advise that you consume your meal within one hour of receipt. Food should not be consumed after three hours for food safety reasons unless fridgerated at no more than 5 degrees and does not pass the use by date

    20. 17. Saving a Payment Card to Your Account

      The online ordering solution allows users to store their payment card details for faster checkout on future transactions. Your card will have a Pre-Authorisation transaction of £1 to validate the detail, however, this transaction will not be processed. The £1 will be ringfenced by your bank for a period of between 3 and 10 days, after which the £1 will be available within your account again.

      In order to maintain PCI Compliance, your full card details are tokenised by MasterCard Payment Gateway Services and are never visible to University of Exeter, its staff or service providers.