About these terms
These draft terms cover shopping on Afiki, a multivendor marketplace for groceries, food and related products, and associated delivery services. They apply to consumer orders through the website and app. Seller, delivery partner and business purchasing arrangements require their own agreements; these consumer terms do not replace them. Please read the product listing, store information and checkout details alongside these terms. Mandatory consumer rights always take priority.
Who operates Afiki
Afiki Marketplace is operated by AFIKI MARKETPLACE LTD, a company registered in England and Wales under number 16995178. Our registered office and correspondence address is 4th Floor Office, 205 Regent Street, London, England, W1B 4HB. Support enquiries, complaints and order tickets can be raised at help.afiki.store. For personal data enquiries, email privacy@afiki.store.
Marketplace, sellers and delivery
The vendor identified on a listing sells the goods directly to you, receives your order and prepares it. Afiki provides the marketplace and, at launch, arranges all deliveries through its delivery network. The vendor is responsible for product information, stock, food safety, packaging and fulfilment. Afiki is responsible for its platform and the delivery services it undertakes to provide, including coordinating delivery enquiries and complaints. Allocating responsibilities does not remove anyone’s legal obligations or your remedies.
Vendors may offer their own delivery in future. Where that option is enabled, the responsible delivery provider and applicable charges will be identified before you order; it will not silently change responsibility for an existing order. A basket involving more than one vendor can involve separate goods contracts and fulfilment arrangements, as shown at checkout.
The seller’s legal identity and contact information, and the party responsible for delivery, must be made clear before an order is placed. If Afiki itself sells a product, that must be identified and Afiki has the seller’s obligations for it. Raising a ticket with Afiki does not prevent you contacting the seller or exercising your rights against the responsible party.
Accounts and eligibility
Provide accurate contact and delivery details and use a payment method you are authorised to use. Keep your password and verification codes private and report suspected unauthorised access through the help centre. You are responsible for authorised use of your account, but are not automatically liable for every unauthorised transaction. Guest checkout may be available. Account age requirements and arrangements for customers who lack legal capacity must be confirmed before these terms are published. Age-restricted products are subject to the separate checks below.
Listings, availability and food information
Availability, package size, quantity, unit price, preparation requirements and relevant restrictions should be shown in the listing. Photos are illustrative; packaging can change, but delivered goods must match their description and meet applicable quality standards. Fresh produce can vary naturally in size and appearance. Availability can change between browsing and acceptance of an order.
Allergen information for relevant foods must be available before purchase and provided at delivery as required by law. Check the listing and packaging and contact the store through support before ordering if information is unclear. Dietary badges, recipe suggestions and AI-generated descriptions are not a substitute for accurate ingredient and allergen information. Do not rely on an order note alone to communicate a serious allergy. Nothing in this section reduces the seller’s food information or safety duties. An unsafe product should not be consumed; contact support promptly.
Ordering and contract formation
Review the store, items, quantities, address, delivery option, payment method and total before placing an order. A basket, payment authorisation or automated receipt is not acceptance by the vendor. The goods contract is formed when the vendor accepts the order and acceptance is communicated to you through your order status or an acceptance notification. The Afiki delivery arrangement is confirmed with the accepted order. A scheduled order follows the same acceptance rule; the selected delivery date does not by itself mean the vendor has accepted it.
If an order cannot be accepted, you must be informed and any captured payment for the unfulfilled order refunded. An obvious pricing error must not be silently corrected by charging more; explain the error and offer a choice to proceed at the corrected price or cancel with an appropriate refund. Keep your order confirmation for reference.
Prices, fees and payments
Checkout should show the product subtotal, discounts, delivery charges, any service or other mandatory fees, and the final total including applicable taxes. Optional extras require an active choice. Prices may differ between stores and from in-store prices. Changes after an order is accepted require a lawful basis and, where appropriate, your agreement.
Use the methods offered at checkout. These may include enabled card or online payment services, cash on delivery, wallet credit and eligible business allowances. Cash on delivery remains subject to any clearly disclosed limits; prepare the amount due. Wallet credit and points are not represented as a bank account or guaranteed cash equivalent. Refund and withdrawal rights, expiry dates and promotional restrictions must be clearly disclosed before acquisition or use. A refund that is legally due to the original method must not be replaced by wallet credit without your agreement.
Substitutions, weights and missing stock
If an item is unavailable, the vendor or Afiki will ask whether you want a specific replacement, using the available order messaging or support channel. Unless you have expressly approved that replacement or an adequately described substitution preference, the item will be omitted and its price refunded. Silence, an unanswered call or a general delivery note is not agreement to a replacement. You may request no substitutions.
A replacement proposal must identify the product, brand, quantity or weight, price and any relevant ingredient or allergen differences. The vendor must check the replacement information; an apparent similarity does not establish that it is safe for an allergy or dietary requirement. You can decline the proposal. If you do not reply in time for fulfilment, the unavailable item will be omitted rather than replaced without agreement.
If the agreed replacement is cheaper, the difference is refunded. A higher-priced replacement requires your express approval of the additional charge and an authorised payment arrangement; otherwise the vendor must absorb the difference or omit the item. Refunds and replacement charges must be explained in your order record. If the remaining order is no longer useful to you, contact support promptly to discuss cancelling it before packing or the applicable remedies afterwards.
For products genuinely sold by weight, the listing must show the unit price and the estimated quantity. Any permitted weight variation and maximum authorised charge must be disclosed before ordering. An increase beyond your authorisation requires fresh agreement. An item sold for a fixed pack price must not be charged as a variable-weight item after purchase.
Delivery, scheduling and collection
Service is currently offered in supported areas of England. Coverage depends on the address, store, opening hours and available delivery capacity. The postcode search helps find nearby stores; checkout confirms the delivery options available for the order. Estimated arrival times are estimates unless a guaranteed time is expressly agreed. Scheduled orders use the displayed delivery arrangement, subject to availability and the details at checkout. Unavailable stock in a scheduled order follows the same approval, omission and refund rules as an immediate order.
Provide a complete address, access information and a contact number. Keep instructions proportionate and avoid disclosing unnecessary sensitive information. A delivery verification code should only be given when delivery is taking place. For goods delivered to consumers, risk normally passes when you or your nominated recipient takes physical possession, subject to the applicable statutory rules. Leaving an order unattended requires a suitable agreed instruction; chilled, frozen and age-restricted goods may not be suitable for unattended delivery.
If delivery fails, support should explain the reason, the available redelivery or refund options and any lawful, previously disclosed charges. A blanket no-refund rule does not apply merely because a driver reports an unsuccessful delivery. If an agreed essential deadline is missed, or delivery otherwise fails, statutory cancellation and refund remedies may apply. Store perishable goods promptly and follow their storage and preparation instructions.
Age-restricted goods
You must meet the applicable legal age for the restricted product. For products marked 18+, the purchaser and person receiving them must be at least 18 and may be asked for acceptable photographic identification. Delivery may be refused if age cannot be verified, the recipient is unsuitable under applicable rules or a legal restriction applies. Restricted goods must not be left unattended. The accepted ID types, age-check process, recording practices and any fair charges for refused delivery must be confirmed and disclosed. Ordinary groceries are not automatically subject to an 18+ restriction.
Cancellation and changes
Request a change or cancellation immediately at help.afiki.store, quoting your order number. Any cancellation control offered in your account can also be used. A submitted request is not itself confirmation that fulfilment has stopped; support will confirm the outcome. If you contact us before the vendor begins packing or preparing your order, you can cancel without a cancellation charge and receive a refund of the amount paid for the cancelled order, including its delivery and service charges. This applies to immediate and scheduled orders, whether or not the vendor has already accepted them.
After packing or preparation begins, we will try to stop the order, but changing or cancelling it may no longer be possible. Any proposed charge must be explained before you agree to a voluntary cancellation and must be lawful and proportionate to genuinely unrecoverable costs. There is no automatic charge for the full basket simply because the vendor has accepted it. We will not charge for goods that can reasonably be resold, delivery that has not been undertaken, or costs recovered elsewhere. Your statutory cancellation rights for eligible goods and rights where we or the vendor are at fault take priority.
If the vendor rejects or cancels the entire order, or Afiki cannot arrange its delivery, payments for the unfulfilled order and its associated delivery and service charges will be refunded. If only an item is unavailable, we will refund that item and explain any affected charges. Changing an address or scheduled slot is subject to coverage and capacity; no additional charge will be imposed without your agreement. A cancellation request for a future scheduled order is assessed against when packing or preparation actually begins, rather than merely the date it was placed.
Separate statutory distance-selling cancellation rights may apply to eligible goods, normally allowing notification within 14 days after receipt, with a further 14 days to return them. Goods liable to deteriorate or expire rapidly, certain personalised goods and sealed health or hygiene goods unsealed after delivery may be exempt. The exemption depends on the goods; it does not cover every grocery order. Where the statutory right applies, provide return instructions, any disclosed return-cost responsibility and the cancellation form or equivalent clear process. Refund eligible payments, including applicable standard delivery charges, within the statutory timetable; lawful deductions and withholding pending return or proof of return may apply. These cancellation exceptions do not remove rights for faulty or misdescribed goods.
Problems, returns and refunds
Goods must be of satisfactory quality, fit for purpose and as described. If an item is missing, incorrect, damaged, spoiled, unsafe or otherwise non-conforming, contact help.afiki.store with the order number, affected items and a description. Tell us as soon as possible, ideally within 48 hours for fresh-food issues, so the vendor can investigate. This is a reporting target, not a deadline that removes your statutory rights. If an in-app refund request is unavailable or its window has closed, use the help centre instead. Photos of the product, packaging or receipt can help; evidence requests must be reasonable and we will consider other evidence where a photograph is unavailable.
Missing or omitted items will be refunded. For faulty, misdescribed or unsuitable goods, the remedy will follow applicable consumer law and can include rejection and refund, an agreed replacement or another statutory remedy. A replacement is not compulsory where you are entitled to reject the goods. A cheaper agreed substitution also qualifies for a refund of the price difference. Delivery and service charges will be refunded where legally due; a problem with one item does not automatically require refunding every unaffected item. Do not eat potentially unsafe food. We will coordinate relevant food-safety concerns with the vendor and escalate recalls or serious risks as appropriate.
We will explain which items and charges are being refunded. Refunds are returned to the original payment method unless you expressly agree to another method; wallet credit is optional and must not replace a cash or card refund without your agreement. Where payment was split between methods, the refund follows the relevant amounts paid through each method. For cash-on-delivery payments, contact support to arrange a cash repayment or another repayment method you agree to, such as a verified bank transfer. Do not send payment credentials or bank details in a public review or ordinary order note.
Approved refunds will be initiated without undue delay and within the applicable legal timetable. Your payment provider may take additional time to show the refund; we will provide the available confirmation or reference if you need to trace it. For statutory cancellation of eligible goods, the refund is normally due within 14 days of receiving the goods back or evidence of return, whichever is earlier. We will explain any lawful deduction or withholding. Do not return perishable or potentially unsafe goods without safe instructions; support will explain whether collection, return or safe disposal is appropriate. If a refund does not arrive within the processing period communicated to you, contact support for a review.
To exercise a statutory cancellation right, send a clear statement through the help centre or by post to our correspondence address. You can use this wording: “I give notice that I cancel my contract for the following goods: [items]. Order number: [number]. Ordered on: [date]. Received on: [date]. Customer name and address: [details]. Date: [date].” A handwritten signature is only needed if submitting this notice on paper. We will provide return instructions. You pay the direct return cost for a change-of-mind return only where this was disclosed before purchase; the responsible business covers reasonable return costs for faulty or misdescribed goods. Statutory refunds include the applicable standard delivery charge, but need not include the extra cost of a premium delivery option you chose.
Recurring orders, promotions and recommendations
If you choose a repeat order plan, review its frequency, future pricing, payment authority and available edit, skip or cancellation controls. A scheduled one-off order is not consent to recurring charges. Any future price or material plan changes require appropriate notice and applicable cancellation options. Pausing a plan does not automatically cancel an order already placed; check its status and applicable rights. No optional recurring plan should start without express agreement.
Coupons, points, discounts and referrals are subject to the conditions presented with the offer, including qualifying products, eligible users, dates and redemption limits. Published offer conditions must be honoured, subject to lawful correction of obvious errors. Sponsored listings should be identified as sponsored. Recommendations, recipes and same-store extras are optional; they do not guarantee suitability or compel a purchase.
Business orders and allowances
AfiEvents, team allowances, invoiced purchases and employer-funded orders may involve an organisation’s separate agreement and spending rules. Confirm who is the purchaser, who is charged and which details are shared with the organisation before placing an order. Consumer rights depend on the actual purpose and purchaser, not simply on a dashboard label. These terms do not invent credit limits, invoice periods or employer access permissions.
Fair use, reviews and platform content
Do not use the service for fraud, harassment, unlawful content, unauthorised access or interference with its operation. Reviews should reflect your experience and avoid personal data about other people. Afiki may moderate unlawful or abusive material and investigate suspected misuse. Restrictions or account suspension should be proportionate and explained where lawful and practicable, with a route to contact support. Suspension does not remove valid refund rights or automatically confiscate funds.
Afiki branding and platform content are protected by applicable intellectual property rights. You may use the service and share authorised store links for their intended purpose. Vendors retain rights in their own material. Any licence for submitted reviews should be limited to displaying, moderating and promoting the relevant service, and must be confirmed before publication. Information on other websites is governed by those websites’ terms.
Responsibility and events beyond control
Afiki must exercise reasonable care and skill in services it provides. A seller remains responsible for its sale and statutory obligations. No term excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or liability that cannot legally be excluded. Consumer rights are not waived. Responsibility for foreseeable loss should follow applicable law and the actual party’s breach; these draft terms contain no blanket liability cap or exclusion for all delivery losses.
If an event outside reasonable control disrupts fulfilment, inform affected customers, take reasonable steps to reduce the impact and explain their cancellation and refund options. Such an event does not justify keeping payment for an unfulfilled order without a lawful basis.
Complaints, law and changes
Raise complaints and log tickets at help.afiki.store, quoting the order number where relevant. Afiki should explain how it will investigate, who is responsible and any available escalation process. Complaint response times and any alternative dispute resolution scheme participation must be confirmed before publication. You may seek advice from consumer advice services and retain access to courts and statutory remedies.
England and Wales law governs these terms, without removing mandatory consumer protections. If you live in another UK jurisdiction, you retain the mandatory protections and right to bring proceedings in the courts available to you there. Changes apply prospectively, with clear notice of material changes; the terms accepted for an existing order remain relevant to that order. Prior versions should remain available on request.
Contact and related information
For help visit help.afiki.store. See the Privacy Policy for personal data use and Cookies page for device storage and consent controls. Our company identity and launch delivery model are confirmed. These proposed policies and remaining operational details require review before this document is treated as the final customer agreement.