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HOMEMADE BABY AND TODDLER FOOD: DELIVERED TO YOUR DOOR!
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RATATOUïE™ Limited

Our terms

1.THESE TERMS 

1.1What these terms cover. These are the terms and conditions on which we supply our freshly made baby and toddler food to you.

1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. PLEASE DO NOT ORDER IF YOUR BABY HAS A SEVERE ALLERGY.

2.INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are. We are RATATOUïE™ Limited a company registered in England and Wales. Our company registration number is 10524895 and our registered office is at 79 John Archer Way, London, United Kingdom, SW18 2TT.

2.2 How to contact us. You can contact us by telephoning our customer service team at 0207 101 4161 or by writing to us at hello@ratatouie.co.uk  .

2.3 How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3.OUR CONTRACT WITH YOU

3.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for your order. This might be because we are out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the products or because we are unable to meet a delivery deadline you have specified.

3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.4 We only sell to the UK. Our website is solely for the promotion of our products in the UK and to the delivery areas specifically listed on our website.

4. OUR PRODUCTS

4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your products may vary slightly from those images.

4.2 Product packaging may vary. The packaging of the products may vary from that shown on images on our website.

4.3 Shelf life.  A use-by date will be provided on each product. Please make sure you observe it as well as any storage instructions which are available on the website.  Chilled products must be chilled and can be kept refrigerated up to 48 hours from delivery They can also be frozen up to 4 weeks from delivery date. If you have ordered frozen products, these must be kept frozen and de-frosted/cooked in accordance with the instructions.

5. YOUR RIGHTS TO MAKE CHANGES

If you wish to cancel your order, you may do so for free up to 2 working days before delivery time (see clause 7.2 below for details of cut-off times) – however we will have to charge 50% of the purchase price if you cancel after that time and 100% if you cancel on the chosen day of delivery.

6. OUR RIGHTS TO MAKE CHANGES

Minor changes to the products and these terms. We may change products and these terms to reflect changes in relevant laws and regulatory requirements.

7. PROVIDING THE PRODUCTS

7.1 Delivery costs. The costs of delivery will be as displayed to you on our website –  please refer to our FAQ page.

7.2 When we will provide the products. During the order process we will let you know when we will provide the products to you.

a) Orders placed by midnight on Sunday will be delivered on the following Tuesday; and

b) Orders placed by midnight on Wednesday will be delivered on the following Friday.

7.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

7.4 If you are not at home when the products are delivered. If no one is available at your address to take delivery, we will leave the products in a cooler bag outside your door or in a pre-arranged safe place. There will be enough ice blocks in it to ensure it remains below 5C for up to 4 hours. However, please make sure the chilled products are refrigerated or frozen beyond this point as we are not responsible for any deterioration beyond that point.

7.5 When you become responsible for the product. The product will be your responsibility from the time we deliver the product to the address you gave us.

7.6 When you own goods. You own a product once we have received payment in full and we have confirmed acceptance of your order.

7.7 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:

a) deal with technical problems or make minor technical changes;

b) update the product to reflect changes in relevant laws and regulatory requirements;

c) make changes to the product as notified by us to you (see clause 6).

8. YOUR RIGHTS TO END THE CONTRACT 

8.1 You can always end your contract with us.  Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product replaced or to get some or all of your money back), see clause 11;

b) In all other cases please see below.

8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (c) below, the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:

a) we have told you about an error in the price or description of the products you have ordered and you do not wish to proceed;

b) there is a risk that supply of the products may be significantly delayed because of events outside our control;

c) you have a legal right to end the contract because of something we have done wrong.

8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). There is no right to change your mind under the Consumer Contracts Regulations 2013 as the products are fresh produce with a limited shelf life.

8.4 Ending the contract where we are not at fault. If you do not have any other rights to end the contract (see clause 8.1), you can still contact us before it is completed and tell us you want to end it at least 3 working days before your delivery date. If you do this the contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

9. HOW TO END THE CONTRACT WITH US

9.1 Tell us you want to end the contract. To end the contract with us, please let us know by either calling customer services on 020 7101 4161 or emailing us at hello@ratatouie.co.uk  . Please provide your name, home address, details of the order (including order number) and, where available, your phone number and email address.

9.2 When we will pay the costs of return. We will pay the costs of return if the products are faulty or misdescribed. In all other circumstances you must pay the costs of return.  

9.3 How we will refund you.  We will refund you the price you paid for the products including delivery costs, by the method you used for payment.

9.4 When your refund will be made. We will make any refunds due to you as soon as possible

10. OUR RIGHTS TO END THE CONTRACT

We may end the contract if you break it. We may end the contract for the  products at any time by writing to you if you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due.

11. IF THERE IS A PROBLEM WITH THE PRODUCTS

11.1 How to tell us about problems. If you have any questions or complaints about the products, please contact us immediately. You can telephone our customer service team at 020 7101 4161 or write to us at hello@ratatouie.co.uk or at Ratatouie™ Limited – 79 John Archer Way – London SW18 2TT UK

11.2 Your obligation to return rejected products. If you wish to exercise your legal rights to reject our products you must allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 020 7101 4161 or email us at hello@ratatouie.co.uk to arrange collection.

12. PRICE AND PAYMENT

12.1 Where to find the price for the products. The price of the products (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of products advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the products you order.

12.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

12.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the products‘ correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the products’ correct price at your order date is higher than the price stated, we will contact you for your instructions before we accept your order.

12.4 When you must pay and how you must pay. We accept payment with VISA, MASTERCARD, DISCOVER, AMERICAN EXPRESS, MAESTRO, VISA DEBIT as well as with PAYPAL ACCOUNT. You must pay for the products before we dispatch them.

12.5 Refund for return of empty glass jars. You can return the empty glass jars with their plastic lids to us easily (with your next delivery for instance or by dropping them at our kitchen in SW11 3SS) and you will get a 20p refund for each jar with its lid provided it is clean and not broken or cracked. Refunds will be provided by way of credit against your Ratatouie account and be used against your next order or credited to your account via the payment method you used.

13. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

13.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

13.2 We are not liable for business losses. We only supply the products for domestic and private use.

14. HOW WE MAY USE YOUR PERSONAL INFORMATION 

14.1 How we will use your personal information. We will use the personal information you provide to us:

a) to supply the products to you;

b) to process your payment for the products; and

c) if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these at any time by contacting us.

d) refere to Privacy Policy for further information

14.2 We will give your personal information to third parties where the law either requires or allows us to do so.

15. OTHER IMPORTANT TERMS 

15.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 14 days of us telling you about it and we will refund you any payments you have made in advance for baby meals not provided.

15.2 You need our consent to transfer your rights to someone else (You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

15.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

15.4 Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

15.5 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.6 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the baby meals, we can still require you to make the payment at a later date.

15.7 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the baby meals in the English courts. If you live in Scotland you can bring legal proceedings in respect of the baby meals in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the baby meals in either the Northern Irish or the English courts.

Alternative Dispute Resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to London ADR via their website athttp://www.londonadr.com  In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform at https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN