Terms and conditions

These terms apply when you use the COMDRO website or apps, which are run by Elite 247 TechHub Ltd (company number 17080195, registered office 2b Thoresby Street, Mansfield, England, NG18 1QF) (“COMDRO”, “we”, “us”). By creating an account or placing an order, you agree to them. Please read them, along with our privacy policy, which explains how we use your data.

If you have a question about these terms, email [email protected].

• You must be 18 or over to create an account or place an order.
• Give us accurate details and keep them up to date, especially your phone number and delivery address.
• Keep your password to yourself. You are responsible for orders placed on your account unless someone else got in because of something we did wrong.
• You can delete your account at any time: Account, then Delete account. You can’t delete it while an order is still on its way or a problem you reported is still open.

COMDRO is a marketplace. Local stores list their products on COMDRO, and when you place an order the store prepares it. We take your payment and either a rider delivers your order or you collect it from the store, depending on what the store offers.

Stores are responsible for the products they sell, including their quality, labelling and the allergen information on them. If you have an allergy, check the product label when your order arrives, and contact the store or us before eating anything you are unsure about.

Stores can’t sell anything on COMDRO that is illegal to sell in the UK. At present, no age restricted products (such as alcohol, tobacco, vapes or knives) are sold on COMDRO.

• Prices are in pounds sterling and include VAT where it applies. Prices on COMDRO include our margin, so they may be higher than in the store itself.
• Your basket and checkout show the price of each item and any delivery fee, small order fee or service fee before you pay. Some stores also set a minimum order.
• Tips are optional, and every penny goes to your rider.
• If a price on COMDRO is clearly wrong (for example, far below the real price), we or the store may cancel that item and refund you, even after the order is confirmed.

1. You place your order. Each order comes from one store. When you pay, we place a hold on your card for the order total. We don’t take the money yet.
2. The store confirms it. The store checks what it has in stock. If it can’t supply an item, that item comes off your bill. We don’t send substitutes.
3. If anything is missing, you decide. We show you what the store can supply and the new total, and you choose whether to go ahead or cancel. If you don’t answer in time, your order goes ahead with what the store can supply, and you pay only for those items. If the store doesn’t confirm in time, the order is cancelled and the hold on your card is released.
4. We take payment only for what the store has confirmed. Your contract for the order is made at this point.

• Delivery times shown in the app are estimates. We will keep you updated if your order is running late.
• Please make sure someone is at the address to receive the order. Your rider will ask for the code or QR code shown in your app, which confirms the right person received it. Your rider may also take a photo at the door as proof of delivery.
• If your rider can’t reach you or can’t deliver safely, they will contact you. If the order still can’t be delivered, we will tell you what happens next, and whether a refund is due depends on why it couldn’t be delivered.
• If you choose a safe place and nobody answers, your rider may leave your order there without asking for your delivery code, and will take a photo. Once it is left there you are responsible for it. You can still report a problem and we will look at the photo and decide each case on its merits.
• For collection, go to the store when the app says your order is ready and show the code or QR code in your app.

You can cancel in the app while the store is still confirming your order. We haven’t taken payment at that point, so we release the hold on your card. Once the store has confirmed and we have taken payment, you can’t cancel in the app, but you can report a problem and we will look at it.

Groceries and other goods that go off quickly can’t be returned under the usual 14 day right to cancel online purchases, because of what they are. This doesn’t affect your rights when something is wrong with your order.

We or the store may cancel an order, for example if items are unavailable, if the address is outside the area we deliver to, or if we suspect fraud. You won’t be charged for an order we cancel.

If something is missing, damaged, wrong or not up to standard, report it in the app from the order page within the time shown on your order page, which is normally 7 days from delivery or collection. Tell us what happened and add photos if you can. We look at every report and will tell you the outcome.

Refunds go back to the card you paid with. Your bank may take a few days to show them.

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. Nothing in these terms affects those rights. Citizens Advice can tell you more about them.

You can review products you have ordered. Reviews must be honest and about the product. We may remove a review that is offensive, unlawful, about something else, or written to mislead. Your review is shown with your name until you delete your account.

When you use COMDRO you must not:

• break the law, or use someone else’s card or account without permission;
• abuse, threaten or harass riders, store staff or our team;
• try to get refunds you are not entitled to, or misuse offers or promotions;
• copy our content or data with automated tools, or try to break or overload our systems.

If you do, we may cancel your orders and suspend or close your account. Where it is fair to do so, we will tell you why and give you the chance to respond.

Offers such as free delivery for new customers have their own conditions, which we show with the offer. Unless the offer says otherwise, it is one per customer, can’t be exchanged for cash and can be withdrawn at any time.

Stores and riders also agree to the terms they accept when they join COMDRO, which cover our checks, the licences and insurance they must hold, fees and how they are paid. Payouts are made through Stripe. If those terms differ from these, those terms apply to their work for COMDRO.

Each store on COMDRO belongs to a business, which can run one store or several branches. The owner can invite people to the business’s team by email as a business manager, branch manager or branch staff, and each person signs in with their own login.

• The business is responsible for everything its team members do on COMDRO, as if the business had done it itself. It must keep its team up to date, and remove anyone who should no longer have access.
• Team members see customers’ names and delivery addresses for the orders of the branches they work at. They may only use those details to prepare, hand over and deliver those orders.

Payout accounts

• A business can be paid into one account for all its branches, or each branch can be paid into its own bank account. Only the owner can add or change payout accounts, or a branch manager the owner chooses for that branch.
• Every change must be confirmed again with the person’s password, or with a code we email to them.
• A new account starts receiving payouts 72 hours after the change. There is no wait if that branch was paid into the same account in the last 90 days. Until then, payouts go to the previous account, or are held if it can no longer be paid.
• We tell the owner and the business managers about every change, by email, text and in the app. The email has a link that freezes all payouts for the business straight away. While payouts are frozen, money owed keeps building up and is paid once the freeze is lifted.
• We may hold a change for our team to check before it takes effect, for example when the name on the account doesn’t match the business, or when payout accounts change often.

If we break these terms, we are responsible for loss or damage you suffer that was a foreseeable result. We are not responsible for loss that wasn’t foreseeable, or for business losses, because COMDRO is for personal use.

Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit, including your rights as a consumer.

We work to keep COMDRO available, but we can’t promise it will always be, for example during maintenance or problems outside our control.

We may update these terms, for example when we add a feature or the law changes. The version that applies to an order is the one shown when you placed it. If a change is important, we will tell you by email or in the app before it takes effect.

These terms are governed by the law of England and Wales, and you can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts. If you have a complaint, please email [email protected] first and we will try to put it right.