1.Introduction & acceptance
These Terms & Conditions ("Terms") govern access to and use of the website hyst.uk and the HYST mobile application (together, the "Platform"), operated by HYST ("HYST", "we", "us", "our"), a food ordering marketplace based in the United Kingdom.
By creating an account, browsing restaurants, placing an order, or registering a restaurant business on HYST, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use the Platform.
2.Definitions
- "Customer" means any individual who registers on HYST to browse menus and place food orders.
- "Restaurant Partner" means any restaurant, café, or food business that registers on HYST to list its menu and receive orders.
- "Order" means a request placed by a Customer through the Platform to purchase food items from a Restaurant Partner.
- "Platform" means the HYST website, mobile application, and related services.
3.HYST's role as a marketplace
When a Customer places an Order, a contract for the sale of food is formed directly between the Customer and the Restaurant Partner. HYST facilitates the transaction by providing the technology, processing payment, and (where applicable) coordinating delivery, but HYST is not a party to that sale contract.
HYST operates a "zero commission" or low-commission model for participating Restaurant Partners as advertised on the Platform from time to time; specific commercial terms are set out in each Restaurant Partner's separate vendor agreement with HYST.
4.Accounts & eligibility
- You must be at least 18 years old to create an account or place an Order on HYST.
- You must provide accurate, current and complete information when registering, and keep it up to date.
- You are responsible for maintaining the confidentiality of your account login details and for all activity that occurs under your account.
- HYST reserves the right to suspend or close any account that provides false information, is used fraudulently, or breaches these Terms.
5.Terms for Customers
5.1 Placing an Order
- Menus, prices, descriptions, and availability are set and maintained by each Restaurant Partner and may change without notice.
- When you place an Order, you are making an offer to purchase the listed items, which the Restaurant Partner may accept or decline (for example, if an item is out of stock or the restaurant is closing).
- You are responsible for checking allergen and dietary information directly with the Restaurant Partner before ordering, particularly for severe allergies, as HYST does not independently verify ingredient or allergen data provided by Restaurant Partners.
5.2 Delivery & collection
- Estimated delivery and preparation times shown on the Platform are estimates only and are not guaranteed.
- You must provide an accurate delivery address and be reasonably available to receive your Order.
- Where a delivery cannot be completed due to an incorrect address or your unavailability, HYST and/or the Restaurant Partner may charge the full Order value without refund.
6.Terms for Restaurant Partners
6.1 Registration & listing
- To register as a Restaurant Partner, you must provide accurate business details, including a valid food business registration/hygiene rating where applicable under UK food safety law, contact details, and bank account information for payouts.
- You are solely responsible for the accuracy of your menu, pricing, photos, descriptions, allergen information, and opening hours displayed on the Platform.
- HYST reserves the right to review, reject, or remove any restaurant listing or menu item that violates these Terms, applicable law, or our content guidelines.
6.2 Order fulfilment
- Restaurant Partners must accept or decline incoming Orders promptly and prepare accepted Orders within the timeframes communicated on the Platform.
- Restaurant Partners are responsible for food safety, hygiene, and quality in accordance with all applicable UK food safety legislation.
- Where a Restaurant Partner uses its own delivery staff or a third-party courier, the Restaurant Partner remains responsible for ensuring timely and safe delivery.
6.3 Payouts
- HYST will remit Order proceeds (less any applicable commission or service fee as set out in the Restaurant Partner's vendor agreement) on the payout schedule communicated at onboarding.
- Restaurant Partners are responsible for their own tax obligations, including VAT and income tax reporting, in relation to amounts earned through HYST.
7.Payments, fees & refunds
- All payments on HYST are processed securely through our third-party payment processor. HYST does not store full payment card details.
- Prices displayed include any applicable taxes unless stated otherwise. Delivery fees, service fees, or small-order fees may apply and will be shown at checkout before you confirm your Order.
- Refunds for missing items, incorrect Orders, or quality issues are assessed case by case and may be issued by HYST on behalf of the Restaurant Partner, or directly by the Restaurant Partner, depending on the nature of the issue.
- To request a refund, contact HYST support within 24 hours of delivery via info@hyst.uk or your My Orders page.
8.Cancellations & delivery issues
- Customers may cancel an Order free of charge only before the Restaurant Partner has accepted/begun preparing it. Once preparation has begun, cancellation may not be possible or may incur a charge.
- Restaurant Partners may cancel an Order (e.g. due to stock unavailability or closure), in which case the Customer will receive a full refund for the cancelled items.
- HYST is not liable for delays caused by circumstances outside its reasonable control, including traffic, weather, or Restaurant Partner kitchen delays, but will assist in resolving complaints raised through customer support.
9.Acceptable use & conduct
When using HYST, you agree not to:
- Provide false, misleading, or fraudulent information, including fake Orders or fraudulent payment methods;
- Harass, threaten, or abuse other Customers, Restaurant Partners, or HYST staff;
- Attempt to circumvent the Platform to transact directly with a Restaurant Partner in order to avoid applicable fees;
- Use automated tools (bots, scrapers) to access or extract data from the Platform without HYST's written consent;
- Upload content that is unlawful, defamatory, obscene, or infringes the rights of others.
10.Reviews & user content
- Customers may submit ratings and reviews of Restaurant Partners based on genuine Order experiences. Reviews must be honest, relevant, and must not contain abusive, defamatory, or unlawful content.
- By submitting a review, rating, or other content, you grant HYST a non-exclusive, royalty-free, worldwide licence to display, reproduce, and distribute that content on the Platform and in HYST marketing materials.
- HYST may remove any content that violates these Terms or that it reasonably believes is fraudulent, abusive, or unlawful.
11.Intellectual property
The HYST name, logo, website design, and underlying software are the property of HYST and may not be copied, reproduced, or used without prior written permission. Restaurant Partners retain ownership of their own brand names, logos, and menu content but grant HYST a licence to display this content on the Platform for the purpose of operating the marketplace.
12.Limitation of liability
- HYST is not responsible for the quality, safety, legality, or accuracy of food, menus, or listings provided by Restaurant Partners.
- HYST's total liability for any claim arising from use of the Platform is limited to the value of the relevant Order, except where such limitation is not permitted by law.
- HYST is not liable for indirect or consequential losses, including loss of profits or data, arising from use of the Platform.
13.Suspension & termination
HYST may suspend or terminate any Customer or Restaurant Partner account, with or without notice, where we reasonably believe these Terms have been breached, where required by law, or to protect the safety and integrity of the Platform. You may close your own account at any time via your account settings or by contacting info@hyst.uk.
14.Governing law & disputes
These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or use of the Platform will be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer protection rights you may have in your country of residence.
15.Changes to these Terms
We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices. We will post the revised Terms on this page with an updated "Last updated" date. Continued use of the Platform after changes take effect constitutes acceptance of the revised Terms.
16.Contact us
If you have any questions about these Terms, please contact us: