Terms and Conditions

Welcome to Hole Farm Food Hub. We love great food but we dislike long, boring terms and conditions and jargon as much as you but we have to set out a framework for how the Hub ordering system is going to work, so here goes. We’ll try and keep it as brief as we can, and we do strongly recommend that you read them through. Maybe grab a strong coffee and make yourself comfortable….. 

  • The Website 
    • Disclaimer

We aim to keep the information on the website up to date and accurate and the site functioning smoothly. However in the event of technical issues outside of our control we will not be held responsible or liable for the site being unavailable.  

    • Links 

Links from this website will lead to other websites which are not under the control of Hole Farm Food Hub. We aim to include links to websites that provide relevant and useful information for people interested in food and drink. We do not link to individual personal websites and will not knowingly provide links to sites that contain illegal, offensive or misleading information. Wherever possible we aim to link to UK-based websites to ensure information is appropriate and relevant to our customers, and will only link to non-UK based websites when no equivalent website exists in the UK or if the information is directly pertinent to our users. Links will be provided at the discretion of holefarmfoodhub.co.uk. 

Although we endeavour to check sites for appropriateness and quality, we will accept no responsibility or liability for any material or service contained on any web site which is not under our control nor does the existence of such links represent any endorsement or other acceptance of responsibility or liability by us for any goods or services provided or available on such sites. 

If you’d like to create a text link to our website you do not need to request permission. However, if you would like to use a graphic or logo alongside a link, please contact us.

1.3 Use of the website

This website is owned and operated by Hole Farm Food Hub. By accessing this website and placing an order you agree to be bound by these terms & conditions. References to this website in these terms and conditions apply to this website however you access it, including through our mobile applications or a version optimised for use on mobile devices.  Whenever you access this website through a mobile application or mobile-optimised version, the section of these terms and conditions entitled "Mobile Access" also applies.

The content of the website may be subject to change without notice. We aim to keep the information contain on the website up to date and accurate but we’re only human and from time to time it may contain inaccuracies or errors, and by using the site you acknowledge this and we will not accept liability for inaccuracies or errors.

1.4 Mobile access 

Our mobile friendly website is data intensive. You are responsible for any carrier or other data charges incurred when using it, and Hole Farm Food Hub will not be liable for any charges you incur.  We recommend you check with your network provider if you are unsure of the charges that may apply. As we have no control over your device's network connection, we cannot represent or warrant that any information (including prices, stock availability, product and store information) is correct or up to date. In the event of a price discrepancy, content and prices published on the main holefarmfoodhub.co.uk website will take precedence.  

1.5 Cookies

Cookies are small data files used by websites. This website puts cookies on your computer when you use the site so that we can improve your experience when using the site. 

Cookies enable the site to recall and retrieve your current shopping basket, to recognise your device when you visit and to help you navigate around our website. Our cookies do not collect sensitive information such as your name, address or financial details. Cookies also collect information on your use of the website. 

Because we rely on cookies to make the shopping experience easier and more tailored to your needs, your browser must be set to accept cookies before you can place an order with us. You can change the cookie setting in your browser's settings. 

2    Shopping Online 

The minimum order value is £25. We are not able to accept orders for values below this level.

You place an order on this website by selecting your items and pressing the ‘complete my order’ button at the end of the checkout process. This represents a contract between the customer and the company. We will send to you an email detailing the products you have ordered. When you ‘complete my order’ this signifies the completion of the contract between you and us that will take place at that point of purchase unless we have notified you that we do not accept your order or you have cancelled it in accordance with the instructions below.

Non-acceptance of an order may be a result of one of the following:

  • The product you ordered is not available from stock
  • We are unable to obtain authorisation for your payment
  • A price or product description error is identified
  • You do not meet the eligibility to order criteria set out in the main Terms and Conditions.

2.1 Supplier partners

The Hole Farm Food Hub brings together, and makes accessible on one website, food and drink from a range of small, local makers as well as our own kitchen on the farm. Unless stated to the contrary on the website all good supplied are supplied by Ben’s Farm Shop Ltd.  

2.2 Restrictions when buying alcohol

You must be over 18 years old to buy alcohol on this website. We take our responsibility under the Licensing Act 2003 seriously and will not make delivery of alcohol unless there is a suitable person of 18 or over to receive the delivery. If you’re lucky enough to look under 21 we may ask for proof of age and may refuse delivery where this cannot be provided. In accepting these terms and conditions you agree that you are over 18. 

2.3 Availability

If for any reason beyond our reasonable control, we are unable to supply a particular item, we will not be liable to you. 

2.4 Errors or shortages 

We may decline to fulfil any order, including bulk purchase of items on promotion, or included in a special offer. In the event of there being errors or shortages, these should be brought to the attention of our customer service team no later than 24hrs after delivery. We will make the reimbursement no later than 30 days after we receive your notification. 

2.5 Pricing

Online prices may vary from our supplier partners stated retailers prices. Prices and the availability of special offers may vary for future dated deliveries and collections. Items will usually be sold at a fixed price rather than variable weight. If we do offer items of variable weight this will be made clear in the product description. All prices stated on the site are inclusive of any VAT payable.

2.6 Payment

Any of the following cards may be used to pay for your shopping: Visa Debit (Delta), Maestro UK, MasterCard, Visa Credit and Solo. If payment details have been given, we will charge your card at point of purchase. You are entitled to cancel a payment, or have such sums re-credited to your payment card where fraudulent use of your payment card has been made by another person not acting on your behalf. 

2.7 Offers & discounts 

From time to time we may make promotional offers via the website. In such a case the discount would be automatically applied at the checkout. We reserve the right to suspend, change or cancel any promotion at any time.

Customers who hold a loyalty card for Ben’s Farm Shop Ltd will not accrue loyalty points for purchases made when using this site to shop. Loyalty points earned at Ben’s Farm Shop Ltd cannot be redeemed against online purchases on this site. 

Staff discount is not available to Ben’s Farm Shop or Ben’s Wine & Tapas employees or any other person who has received any other form of agreed discount. 

2.8 Amending an order 

Once you have placed your order you are unable to add or remove items or change your delivery date. We advise you cancel your existing order, according to our cancellation policy below, and place a new order via our website.  

2.9 Cancelling an order 

You are entitled to cancel this contract if you so wish, provided that you exercise your right 24 hours before your delivery date. Notice of such cancellation must be confirmed by email to Hole Farm Food Hub’s Customer service team, details as provided above. If you decide to cancel, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery. We will make the reimbursement no later than 30 days after we receive your notification. 

  • Delivery information

3.1 Delivery eligibility

We are able to deliver to the following specific postcode areas only. TQ9 etc….. Deliveries are not available to addresses outside of these areas. We reserve the right to restrict deliveries in certain areas. This includes the right to withdraw our service if we are repeatedly unavailable to make delivery due to lack of access to the address, customer not at home to receive delivery or any other reason. 

3.2 Delivery charges

There is a charge for delivering your order to cover the costs of picking, packing and delivery. We reserve the right to amend our charges, which are clearly defined during the checkout process. 

Customers who book a delivery service slot in advance and then fail to use this may have their service account locked.

Delivery is free for orders over £50 in value

For orders between £25 and £50 in value: 

Tuesday to Friday between 6pm and 10pm: £5 delivery charge

Saturday between 12pm to 4pm and from 6pm to 10pm: £5 delivery charge

£5 re-delivery fee will be charged if a scheduled delivery time cannot be made.

3.3 Delivery arrangements

Deliveries will be made on Tuesdays to Saturdays between 5pm and 8pm. You will be offered a choice of delivery days when completing your order. 

The cut off time for orders is 12pm midnight and the earliest possible delivery will be 48hrs after the order cut-off. For example, an order placed before midnight on a Monday could be delivered on Wednesday evening at the earliest. 

We reserve the right to restrict deliveries in certain areas. This includes the right to withdraw our services to individual customers' addresses, customers who are repeatedly unavailable to take delivery of their produce at their chosen slot time or in other exceptional circumstances.

Any delivery containing alcohol must be received in person by someone over the age of 18. 

If no one is available to accept delivery we will return your order to Hole Hub and leave a card asking you to contact us to arrange an alternative delivery time. Redelivery is subject to availability. A redelivery fee of £5 will be charged. If you fail to rearrange delivery, your order will be cancelled.

If you have not contacted us to rearrange a failed delivery or collection within 24 hours, your order will be cancelled and the cost of your order (excluding the cost of perishable items and any other associated charges) will be refunded to you.

Where a specific delivery date has been agreed that we can’t meet, we will contact you to see if we can agree an alternative, or as a last resort to cancel and refund your order. Delivery will be made to the address specified in the order and you shall make all arrangements necessary to take delivery on the agreed date. 

3.4 COVID-19 delivery considerations

Our deliveries are made in full accordance with the current government guidelines in respect of social distancing for COVID-19 and to minimize close customer contact. We ask that customers also fully adhere to social distancing guidelines and our drivers will refuse delivery if these are not met.

4 Product information

Please note that whilst we take every care to ensure the product information displayed on our website is correct, product recipes may change from time to time which may affect nutrition and allergen information; therefore you should always check product labels and not rely solely on the information presented here. If you require specific advice on any Ben’s Farm Shop products, please contact. Customer Support on 01803 762 850 or email info@holefarmfoodhub.co.uk For all other products, please contact the manufacturer. This information is supplied for personal use only. It may not be reproduced in any way whatsoever without the prior consent of Hole Farm Food Hub nor without due acknowledgement.

We have shown nutritional information on this website for Ben’s Farm Shop products. We believe the information to be accurate at the time of publication, but accept no responsibility for, and makes no representation nor gives any warranty or undertaking express of implied as to the accuracy or completeness of the information.

5 Return and refunds

You are covered by our quality guarantee on every product. If you are not entirely satisfied, we will provide you with a credit note to spend on future purchases or a refund within 30 days of the order date, subject to due compliance by you with these Terms and Conditions. Please contact the Hole Farm Food Hub Customer Service team with any queries. Nothing in these Terms and Conditions will affect your statutory rights relating to faulty or miss-described goods. Any refunds returned items will be made after the goods have been returned. Images are provided to help recognise products. Due to packaging redesign and improvements these may not reflect exactly the pack you receive.

6 Privacy Policy

Your privacy is very important to us, that’s why we will never release your personal details to any company outside the Hole Farm Food Hub for mailing or marketing purposes. We will treat your personal information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will keep your details on a secure server and will fully comply with all applicable UK Data Protection and consumer legislation in place from time to time.

We use your information only for the following purposes:

  • To process your order, and to communicate with you about your order
  • For statistical purposes to improve this website and the service we offer
  • To provide you with website content and to administer this website
  • To notify you of products or special offers that may be of interest to you.

We would like to keep you up to date with products and services provided by the Hole Farm Food Hub which includes food retailing and farming. This may include news of special events, promotions, product launches and catalogues. We are constantly looking for ways to improve our service; we may therefore occasionally contact you for research purposes. We may contact you by post, telephone, SMS text messaging and/or email. Please note that you do not have to provide any information to use this website, but if you do choose to withhold essential data you will not be able to access certain sections or facilities within the site. If you do not wish to be sent further information but wish to make full use of this site, please click the relevant box indicating this wish during registration.

You have the right to request a copy of any information we hold on you at any time, and to have that information corrected if it is inaccurate. If you wish to view any information you have submitted, please contact Hole Farm Food Hub. 

When you shop on this website, we collect personal information from you such as your name, email address, billing address, delivery address, telephone number, product selections, credit/debit card, or other payment information. We may also collect (and third party service providers we use) information about where you are on the internet (e.g. the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, and any search terms that you entered on our website ("User Information"). We may capture information about your visit that will help us improve the quality of our service. We confirm that any personal information that you provide to us (or which is available on public registers) and any user information from which we can identify you, is held in accordance with the General Data Protection Regulation 2016. 

Your personal information may be shared with reputable third parties who will help process your order: 

  • Shopify: To design and power our website we use the platform Shopify. Shopify also handles all credit card purchases. View the privacy policy at https://www.shopify.com/legal/privacy
  • Mailchimp:  To send email campaigns to customers who have subscribed through our website we use Mailchimp. Mailchimp will collect personal data such as email addresses, IP addresses, browser user agents, customer names, phone numbers, home addresses and geolocations. View the privacy policy at https://mailchimp.com/legal/privacy/
  • Google Analytics: Google Analytics is an industry standard third-party analytics service that we use to better understand the usage and performance of our service(s). The information is anonymized so that it is not tied to your IP address.
  • Facebook Pixel: Facebook Pixel is an industry standard third-party analytics service that we use to better understand the usage and performance of our service(s) as well as run more effective marketing campaigns.

We may also share your personal information to comply with applicable laws and regulations to respond to lawful requests for information we receive, or to otherwise protect our rights.

 

We reserve the right to amend or update these terms and conditions from time to time and without notice.

Any questions regarding these terms and conditions should be directed to:

Registered office: Hole Farm Office, Buckfastleigh, TQ11 0LA

Telephone: 01803 762850 email: info@holefarmfoodhub.co.uk

VAT number: 402 107811 Company number: 5710308

 Hub location: Hole Farm Office, Buckfastleigh, TQ11 0LA

VAT number: 402 1078 Company number: 5710308

Copyright Hole Farm Food Hub. All rights reserved.