Terms and Conditions

These Terms and Conditions ("Terms") constitute a legally binding agreement between you and Nippybot Limited ("Nippybot", "we", "us" or "our") concerning your access to and use of our website, mobile applications, merchant portal, ordering systems, autonomous delivery robots and associated services (collectively, the "Platform" or "Services").

Nippybot Limited is a company registered in England and Wales under company number 16602170, with its registered office at Victoria Building, Victoria Road, Middlesbrough, TS1 3JN, United Kingdom.

Our website is https://www.nippybot.com. You may contact us at service@nippybot.com.

By creating an account, accessing the Platform, placing an order, registering as a Merchant or using our Services, you agree to these Terms to the extent applicable to your use. Where the law requires express acceptance, we will request it before you enter into the relevant contract.

These Terms incorporate our Privacy Policy and Refund, Cancellation and Delivery Policy, which are available on our website and through the mobile application.

If you do not agree to these Terms, you must not use the relevant Services.

Nothing in these Terms excludes, restricts or modifies rights that cannot lawfully be excluded under applicable legislation.

For the purposes of these Terms:

Nippybot provides technology-enabled ordering, payment administration, logistics and autonomous delivery services.

Depending on the operating location and service arrangement, Nippybot may:

provide an online marketplace through which Customers purchase goods from independent Merchants;

act as the direct seller of identified goods;

provide autonomous delivery services on behalf of Merchants or Business Customers;

operate robotic logistics services in campuses, business parks, commercial estates, healthcare environments and other authorised locations;

provide software, fleet management, merchant administration and related technology services.

Where an independent Merchant is identified as the seller, the contract for the goods is between the Customer and that Merchant. Nippybot facilitates the transaction, collects payment on the Merchant's behalf and administers customer support and refunds.

Where Nippybot is identified as the seller, the contract for the goods is between the Customer and Nippybot.

The identity of the seller, relevant product information, applicable charges and material transaction terms must be disclosed before the Customer places an Order.

Nippybot remains responsible for its own delivery services and other obligations arising under applicable law. The use of an independent Merchant does not remove any responsibility that Nippybot legally owes to Customers.

Services may differ between locations, including product availability, delivery hours, supported merchants, robot capabilities, collection procedures and permitted operating areas.

Users must have the legal capacity to enter into the relevant contract. Any minimum age requirement for independent account registration must be displayed during registration.

Business users must have appropriate authority to act on behalf of their organisation.

You agree to provide accurate, current and complete registration information.

You must maintain the confidentiality of your login credentials, authentication codes and access devices.

You must promptly notify Nippybot of suspected unauthorised account access.

You must not create fraudulent accounts, impersonate another person, circumvent security systems or use the Platform for unlawful purposes.

Nippybot may apply reasonable identity, business verification, fraud prevention and security procedures where lawful and necessary.

We may suspend or restrict accounts where reasonably necessary to investigate suspected fraud, security threats, serious misuse or material breaches of these Terms. We will act proportionately and provide an explanation where appropriate and lawful.

Merchants are responsible for ensuring that their product descriptions, prices, availability, ingredients, allergen information, restrictions and other legally required disclosures are accurate.

Nippybot may review, reject, correct or remove listings that appear unlawful, misleading, unsafe or inconsistent with Platform requirements.

Product images are illustrative unless expressly stated otherwise.

Product availability may change before an Order is accepted. If an item is unavailable, the Customer will be informed and offered an appropriate resolution.

Substitutions must not be made without the Customer's agreement where that agreement is required.

Merchants supplying food must comply with applicable food safety, hygiene, traceability, packaging and allergen information requirements.

Customers with allergies or dietary restrictions should review the information supplied by the Merchant and contact the Merchant or Nippybot support where clarification is needed.

Nippybot does not guarantee that independently prepared products are free from allergens or cross-contamination. This does not affect any legal responsibility of Nippybot or the Merchant.

Customers may place Orders only where the relevant service is available.

Before submitting an Order, the Platform will display applicable product prices, delivery charges, taxes and other mandatory charges.

The Customer must verify the Order details, delivery location and contact information before confirming payment.

Submission of an Order constitutes an offer to purchase the relevant goods or services. A contract is formed when the appropriate seller or service provider accepts the Order, as communicated through the Platform.

An automated acknowledgement that an Order has been received does not necessarily constitute acceptance.

An Order may be rejected where goods are unavailable, payment authorisation fails, the location is outside the service area, delivery cannot be performed safely or another legitimate operational restriction applies.

Where payment has been captured for an Order that is not accepted, Nippybot will arrange the appropriate reversal or refund.

Accepted Orders will be managed through the Platform, subject to applicable cancellation and consumer rights.

Prices are displayed in pounds sterling unless expressly stated otherwise.

All mandatory charges and applicable taxes will be disclosed before payment confirmation.

Nippybot supports free and paid deliveries. The applicable Delivery Fee, including a fee of £0 where delivery is free, will be shown before checkout.

Payments are processed using Stripe and its applicable payment infrastructure.

By authorising payment, the Customer permits the applicable transaction to be processed through Stripe.

Nippybot collects the full customer payment, including applicable product and delivery charges, and administers settlement to the relevant Merchant where Nippybot is acting as a marketplace.

Nippybot may use Stripe's marketplace and connected-account functionality where configured and legally appropriate.

Payment processing may be subject to verification, fraud screening and additional authentication.

Nippybot does not guarantee acceptance of every payment method.

If an obvious pricing error occurs, Nippybot may decline an unaccepted Order and notify the Customer. Where a contract has already formed, the parties' rights will be determined by applicable law.

Refunds are administered under our Refund, Cancellation and Delivery Policy and applicable statutory rights.

Nippybot uses autonomous mobile robots to transport eligible goods within designated operating areas.

Robots may use sensors, cameras, positioning technology, navigation software, wireless communications and remote operator assistance.

Autonomous operation does not mean that a Robot will operate without human oversight or intervention in every circumstance.

Nippybot may pause, reroute, stop, remotely assist or recover a Robot where reasonably necessary for safety, security or operational continuity.

Deliveries are subject to suitable routes, local operating permissions, weather conditions, pedestrian activity, connectivity, access restrictions and other operational factors.

Estimated delivery times are estimates unless expressly agreed as binding delivery commitments.

Nippybot will take reasonable steps to perform its delivery services with reasonable care and skill.

Robots may operate in shared pedestrian environments. All users must follow applicable safety instructions and must not obstruct or interfere with a Robot.

Nippybot may refuse to transport goods exceeding the Robot's operational limits or presenting unacceptable safety, legal or security risks.

Any publicly stated maximum payload or speed describes a technical capability and does not guarantee that such a limit applies to every delivery or operating location.

Customers must select an eligible delivery destination or collection point.

Customers must provide accurate delivery instructions and a working means of receiving delivery notifications where required.

Customers must not direct Robots into prohibited, inaccessible or unsafe areas.

Where a Robot cannot safely reach the selected destination, Nippybot may propose a reasonable alternative collection point.

A material change to the agreed delivery destination requires Customer approval where it affects the contractual service.

Customers must follow instructions for safe collection and must not attempt to move, lift, tow or forcibly open a Robot.

Any failure by a Customer to provide accurate information may affect delivery, subject to their statutory rights.

When a Robot arrives, the Platform may notify the Customer that the Order is ready for collection.

The authorised recipient may unlock the cargo compartment using the mobile application or a valid PIN.

Customers must keep access credentials confidential and must not disclose them to unauthorised persons.

The recipient should verify the Order and remove the goods carefully.

The recipient must not place themselves or others at risk, interfere with mechanical components or attempt to access restricted areas of the Robot.

The Robot's compartment must be closed in accordance with the displayed instructions.

Nippybot may record operational events including arrival, authentication, compartment opening, closure and departure.

A successful unlock or compartment closure event may be used as evidence of handover but will not, by itself, conclusively establish that every ordered item was supplied correctly.

The legal point at which risk passes to the Consumer will be determined by the applicable consumer protection legislation and the circumstances of physical possession.

Where a Customer does not collect an Order, Nippybot may issue reminders through the Platform or available contact channels.

The Robot may remain at the delivery point for a reasonable operational period.

If the Order remains uncollected, Nippybot support may intervene to contact the Customer, assist with collection or determine the next appropriate step.

Support intervention may involve extending the collection opportunity, arranging an alternative handover, returning the goods or otherwise resolving the incident.

Nippybot will consider the nature of the goods, food safety, Customer circumstances and whether the failure resulted from Nippybot's service.

Any proposed charge for an unsuccessful delivery must have been clearly disclosed and agreed before it becomes payable. No undisclosed penalty will be imposed.

The Customer will not be treated as responsible for non-collection where the failure results from Nippybot's breach, malfunction or another circumstance for which the Customer is not legally responsible.

Customers may cancel an Order without a cancellation charge before the Merchant accepts it.

After Merchant acceptance, cancellation eligibility depends on the nature of the goods, preparation status, delivery status and applicable legal rights.

Statutory cancellation rights for eligible distance contracts remain unaffected.

Nippybot administers customer refund requests, including requests relating to Merchant-supplied goods.

Refund requests may be submitted through the Platform where supported or by contacting service@nippybot.com.

Where a refund is due, Nippybot will arrange payment without undue delay and within the applicable statutory deadline.

Nippybot aims to process approved refunds within 5–10 working days where practicable. This target does not override any shorter statutory requirement.

The full eligibility criteria and procedures are set out in our Refund, Cancellation and Delivery Policy.

Merchants and Customers must not use the Platform to transport unlawful, dangerous or prohibited goods.

Prohibited goods include illegal drugs, weapons, explosives, hazardous materials and other items that cannot lawfully or safely be transported using the relevant service.

Age-restricted goods may be offered only where Nippybot has approved a lawful and effective age-verification and handover process.

Nippybot may refuse, cancel or suspend transportation of goods where necessary to comply with the law or protect safety.

Any decision to support medicines, controlled goods or other regulated products will require separate operational controls and applicable legal compliance.

Users must not deliberately obstruct, damage, vandalise, manipulate or interfere with a Robot.

Users must not attempt to bypass access controls, override navigation systems, compromise communications or access internal equipment.

Users must not climb onto, ride, push or attach objects to a Robot.

Users must comply with reasonable safety instructions displayed on the Robot or communicated by Nippybot personnel.

Suspected hazards, damage, malfunctions or incidents should be reported promptly to service@nippybot.com.

In an emergency involving immediate danger or injury, emergency services should be contacted using the appropriate emergency number.

Nippybot may preserve relevant operational records, telemetry and lawfully obtained incident footage for safety investigation, insurance, legal compliance or dispute resolution.

Nothing in this section prevents any person from exercising lawful rights or reporting concerns to regulators or emergency authorities.

Nippybot aims to maintain reliable Platform and delivery services but does not guarantee uninterrupted availability.

Services may be affected by software maintenance, communications outages, hardware faults, positioning errors, infrastructure failures or other technical conditions.

Nippybot may deploy software updates, security patches and operational improvements.

We may temporarily suspend affected services where reasonably necessary for safety, maintenance or security.

Where a paid service is not supplied as agreed, Customers retain all applicable rights to repeat performance, price reduction, refund or other legal remedies.

Merchants must apply for and obtain Nippybot's approval before offering goods through the Platform.

Nippybot may request company registration details, business addresses, banking information, tax information, trading licences, insurance details and other information reasonably necessary for onboarding.

Merchant approval is discretionary, subject to lawful and objectively reasonable commercial and compliance considerations.

Merchants warrant that they are authorised to operate their businesses and sell the products they list.

Merchants must maintain all legally required registrations, permits and standards relevant to their activities.

Merchants must promptly notify Nippybot of material changes affecting their eligibility or compliance.

Nippybot may suspend Merchant access where necessary to address serious safety, fraud, legal or contractual concerns, subject to applicable law.

Merchants must accept or reject Orders accurately and within the applicable operating workflow.

Accepted Orders must be prepared in accordance with the product description and applicable legal requirements.

Merchants must package goods appropriately for robotic transportation, taking account of stability, leakage, temperature, contamination and handling risks.

Merchants must ensure that goods are securely placed inside the designated cargo compartment.

Merchants must not exceed the permitted payload, obstruct mechanical components or interfere with navigation equipment.

Merchants must confirm loading and handover to Nippybot through the approved workflow.

Responsibility for product preparation, accuracy, quality and compliance remains with the relevant seller, without excluding Nippybot's separate legal responsibilities.

Nippybot may issue additional reasonable loading, packaging and operational instructions specific to a site or Robot model.

Nippybot collects customer payments and administers the distribution of Merchant proceeds.

Applicable Merchant commissions, service fees, delivery charges and other commercial deductions must be disclosed and agreed before they become payable.

Merchant settlement amounts will be calculated using the applicable transaction records, agreed fees, refunds, chargebacks and lawful adjustments.

Settlement may be administered through Stripe or another disclosed, legally compliant payment arrangement.

Merchants must maintain accurate payment account information and complete applicable verification requirements.

Where payments are disputed, refunded or reversed, corresponding adjustments may be made to Merchant balances where permitted by the agreed commercial terms and applicable law.

Nippybot may withhold disputed amounts only where there is a lawful contractual basis and the withholding is reasonable and proportionate.

The applicable settlement timetable and fee schedule must be disclosed to and accepted by each Merchant before live trading begins.

Merchants remain responsible for their own taxes, accounting and statutory reporting obligations unless applicable law provides otherwise.

Nippybot will act as the primary customer-facing administrator for refund requests.

Merchants must cooperate reasonably with investigations involving missing goods, incorrect Orders, quality complaints, safety incidents and refund claims.

Merchants must provide relevant transaction information and evidence where lawful and reasonably requested.

Nippybot may issue refunds to Customers where required by law or authorised under the agreed commercial arrangements.

Financial responsibility between Nippybot and the Merchant will be allocated according to the cause of the problem, applicable law and agreed Merchant terms.

Merchants must not obstruct the exercise of Customers' statutory rights.

Nippybot may provide autonomous delivery services to universities, hospitals, retailers, logistics companies, property operators and other organisations.

Business services may involve dedicated Robots, designated delivery routes, fleet administration, integration services and operational support.

The scope of a commercial deployment, including service levels, operating hours, fees, responsibilities and site requirements, must be agreed before service commencement.

These Terms apply to Business Customers unless an executed commercial agreement expressly provides otherwise.

Any separately agreed commercial contract will prevail over these Terms to the extent of an inconsistency concerning that commercial service.

Business Customers must ensure that their premises, access arrangements and instructions are suitable for the agreed deployment and comply with applicable law.

Neither party is authorised by these Terms alone to operate Robots in any location where separate permission or legal authority is required.

The Nippybot name, branding, software, interfaces, designs, documentation and associated technology are owned by or licensed to Nippybot or its licensors.

Users receive a limited, revocable, non-exclusive, non-transferable licence to access and use the Platform for its intended lawful purposes, subject to applicable consumer rights.

Users must not copy, commercially exploit, distribute or modify protected Platform materials without authorisation, except where permitted by law.

Users must not attempt unauthorised access to software, source code, security systems or robotic control interfaces.

Nothing in these Terms transfers ownership of Nippybot's intellectual property.

Nippybot processes personal information in accordance with its Privacy Policy and applicable data protection law.

Relevant data may include account information, transaction records, delivery locations, operational telemetry and information captured by Robot cameras.

Live camera feeds may be used for navigation, remote assistance and safety monitoring.

Video is not routinely recorded as part of ordinary operations. Recording may occur in connection with incidents where justified, lawful and appropriately controlled.

Users must not misuse information about other Customers, Merchants, personnel or members of the public obtained through the Platform.

Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded.

Nothing in these Terms limits a Consumer's statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

Nippybot is responsible for losses caused by its breach of contract or failure to use reasonable care and skill to the extent required by law.

Nippybot is not responsible for losses caused solely by events outside its reasonable control where it has not breached any legal duty. This does not remove statutory rights relating to non-delivery, defective goods or defective services.

Where Nippybot is not the seller, the Merchant remains responsible for its own contractual and statutory obligations relating to goods. Nippybot remains responsible for obligations it separately undertakes or owes by law.

For Consumers, nothing in these Terms imposes an unfair limitation on remedies for foreseeable loss arising from Nippybot's breach or negligence.

Business-to-business liability limitations, if any, must be expressly agreed in applicable commercial terms and remain subject to the Unfair Contract Terms Act 1977 and other applicable law.

Users may request account closure by contacting Nippybot.

Nippybot may suspend or terminate access where reasonably necessary due to material breach, fraud, unlawful conduct, security risks or serious safety concerns.

Where practicable, Nippybot will provide notice and an opportunity to resolve the issue.

Termination does not extinguish accrued payment obligations, outstanding refund rights, existing disputes or obligations that legally survive termination.

Personal information associated with closed accounts will be handled under the Privacy Policy and applicable retention requirements.

Complaints should be directed to service@nippybot.com.

Customers should include their Order reference, relevant dates and a description of the issue where available.

Nippybot will investigate complaints fairly and within a reasonable period.

Where a complaint concerns Merchant-supplied goods, Nippybot may coordinate with the Merchant to resolve the issue.

Customers retain the right to seek assistance from Trading Standards, Citizens Advice, relevant regulators or the courts.

Where an applicable alternative dispute resolution process is legally required or has been adopted by Nippybot, relevant information will be provided.

Nippybot may amend these Terms to reflect legal, operational, technological or commercial changes.

Material changes affecting existing contractual rights will be communicated in advance where required by law.

Changes will not retrospectively remove rights already accrued under an accepted Order.

The latest published version will identify its effective date.

These Terms are governed by the laws of England and Wales, subject to any mandatory consumer protections applicable elsewhere in the United Kingdom.

Consumers may bring proceedings in the courts available to them under applicable jurisdiction rules.

For Business Customers, the courts of England and Wales shall have jurisdiction, subject to any mandatory legal requirements or separately agreed commercial provisions.

If any provision is held invalid or unenforceable, the remaining provisions will continue in effect to the extent legally permissible.

Failure to enforce a provision immediately does not necessarily constitute a waiver of that provision.

Nippybot may use appropriately authorised service providers and subcontractors while remaining responsible for obligations it cannot lawfully delegate.

These Terms do not create a partnership, employment relationship or joint venture between Nippybot and any Customer.

Merchants are independent businesses unless an express written agreement establishes a different relationship.

End of Terms and Conditions.