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Customer Terms & Conditions

Version: 2026-07-30-final
Last updated: 30 July 2026

Customer Terms & Conditions for Cully Express. Version: 2026-07-30-final. Last updated: 30 July 2026.

Customer Terms

  • These Customer Terms & Conditions apply to customers using Cully Express, a trading name of A&S Signatures Ltd ("Cully Express", "we", "us" or "our"), to browse restaurants, place orders and use related platform services.
  • Customers must be at least 18 years old and legally capable of entering into a contract. A customer placing an order for another person is responsible for ensuring that person is aware of relevant order, delivery and allergen information.
  • Customers must provide accurate account, delivery, contact, and payment information before placing an order.
  • Customers are responsible for checking basket contents, delivery address, postcode, collection or delivery selection, and order notes before payment.
  • Customers must be available at the delivery address or collection point and respond to reasonable contact attempts about their order.
  • Nothing in these Terms affects rights or remedies that customers have under the Consumer Rights Act 2015 or other applicable consumer law.

Accounts and Security

  • Customer accounts use email and password authentication. Customers must keep their password confidential, use their own account details, and tell support promptly if they believe an account or sign-in credential has been lost, compromised, or used without permission.
  • A verified mobile number is required before a customer can place an order. Verification is used to protect accounts, support order contact, and reduce fraud; it does not guarantee that every contact attempt or notification will be received.
  • Customers must not create or use accounts fraudulently, impersonate another person, provide false verification information, allow another person to misuse their account, or attempt to avoid account, payment, refund, or promotional controls.
  • Customers are responsible for activity carried out through their account unless it results from a failure by Cully Express to exercise reasonable care or from circumstances for which the customer is not legally responsible.

Cully Express, Restaurants and Drivers

  • Cully Express operates the ordering and payment platform, facilitates communication and order-status information, and, where delivery is selected, arranges access to delivery services.
  • The restaurant shown for an order is the supplier of the food and is responsible for its menu, ingredients and allergen information, availability, preparation, cooking, packaging, quality, and compliance with food-safety law.
  • For delivery orders, an approved driver performs the physical collection and delivery. Drivers provide delivery services as independent contractors and are responsible for completing accepted deliveries safely and in accordance with the order instructions.
  • Cully Express remains responsible for its own platform services and for obligations that the law places on Cully Express. Nothing in these Terms excludes that responsibility.

Orders and Contract Formation

  • Submitting checkout is an offer by the customer to buy the selected food from the restaurant on these Terms and the information shown at checkout. Cully Express sends that offer to the restaurant and requests payment authorisation through Stripe.
  • Payment authorisation reserves the checkout amount but does not itself mean that the restaurant has accepted the order or that the amount has been captured.
  • For an immediate order, the contract for the supply of the food is formed when the restaurant accepts the order and Stripe successfully captures the authorised amount. For a scheduled order, it is formed when the restaurant confirms the booking and Stripe successfully captures the authorised amount.
  • Cully Express separately provides the platform services described in these Terms. Where delivery is selected, Cully Express arranges for an available driver to perform delivery.
  • A restaurant may reject an order it cannot fulfil. If the restaurant does not respond within the acceptance period shown in the app, the order may time out automatically. In either case, an uncaptured payment authorisation will be cancelled or released.
  • If payment capture fails, the order cannot proceed as accepted and may be cancelled. The customer may need to place a new order using a valid payment method.

Customer Cancellations

  • A customer who leaves checkout before payment authorisation completes has not placed an order. If an authorisation was nevertheless created during an interrupted checkout, Cully Express will use the payment reconciliation process to confirm the outcome and cancel an uncaptured authorisation where appropriate.
  • For an immediate delivery or collection order, a customer may request cancellation before the restaurant accepts it. The request must be made through any cancellation option shown in the app or by contacting support immediately, and is effective only when the cancellation is confirmed before restaurant acceptance and payment capture.
  • Once a restaurant has accepted an immediate order and payment has been captured, cancellation is not guaranteed because preparation may have started and the food may be perishable or made to order. Customers should contact support immediately; any refund will be considered under the Refund Policy and applicable law.
  • For a scheduled order, a customer should request cancellation before the restaurant confirms the booking. After confirmation and payment capture, cancellation is not guaranteed, particularly once scheduled preparation or activation has begun.
  • The same cancellation timing applies to collection orders. Failure to collect is not itself a cancellation and does not automatically create a right to a refund.
  • If a restaurant rejects or cancels an order before capture, the payment authorisation will be released. If the restaurant cancels after capture because it cannot fulfil the order, the customer will normally receive a full refund to the original payment method.
  • Prepared food and catering for a specified time will not generally carry the 14-day cancellation right that applies to some distance contracts. This does not affect statutory rights where food or services are faulty, unsafe, not as described, or otherwise do not conform to contract.

Delivery

  • Orders may be rejected, cancelled, delayed, or refunded where a restaurant cannot fulfil the order, payment cannot be authorised, delivery is unavailable, or a safety issue arises.
  • Delivery availability depends on restaurant settings, customer postcode, driver availability, and operational conditions.
  • Customers must provide a complete and accurate address, postcode, access instructions, and contact details. A customer must be present or have provided lawful and reasonably practicable delivery instructions.
  • If delivery cannot be completed because the address or instructions are incorrect, the customer is absent or cannot reasonably be contacted, access is unavailable, or delivery would be unsafe, the order will be reviewed under the Refund Policy. A refund is not automatic where the failure was caused by information or conduct for which the customer is responsible.
  • If no driver is available, Cully Express may continue looking for a driver, provide an updated estimate, or cancel the delivery order. Where the contracted order cannot be supplied, any payment release or refund will be handled under the Stripe Payments and Refunds sections and applicable law.

Estimated Delivery Times

  • Estimated preparation and delivery times are guidance only and may change due to demand, traffic, weather, restaurant workload, or driver availability.
  • This estimate does not remove the obligation to provide services with reasonable care and skill or, where no binding time has been agreed, within a reasonable time.

Collection

  • Customers are responsible for checking the collection selection and being available at the collection point.
  • Customers should arrive within the collection window shown in the app and provide the order number, name, or other reasonable identification requested by the restaurant.
  • Restaurants are responsible for having accepted collection orders ready at or near the stated time. Customers should check the order at handover where reasonably possible.
  • If a customer does not attend or is materially late, the restaurant may be unable to keep prepared food available. A no-show does not automatically entitle the customer to a refund, but statutory rights and valid issues under the Refund Policy remain unaffected.

Scheduled Orders

  • Some restaurants allow orders to be scheduled for a future date and time, up to a maximum advance booking window set by that restaurant.
  • A scheduled order is not confirmed until the restaurant confirms it, and the restaurant may decline a scheduled order it cannot fulfil at the requested time.
  • The price, delivery or collection fee, and delivery estimate shown when a scheduled order is placed are locked to that order and are not affected by later menu, pricing, or delivery setting changes at the restaurant.
  • Payment is authorised when a scheduled order is placed and is only captured once the restaurant confirms it. If a scheduled order cannot be confirmed, activated for preparation, or prepared in time, it may be cancelled and any uncaptured payment authorisation released or any captured amount refunded under the Refund Policy and applicable law.
  • A customer cancellation request should be made before restaurant confirmation. Once confirmed, or once scheduled preparation or activation has started, cancellation is not guaranteed and will be assessed under the Customer Cancellations and Refunds sections.

Promo Codes

  • Promo codes may be funded by Cully Express or by an individual restaurant, and may offer a fixed discount, a percentage discount, or free delivery, subject to conditions such as minimum spend, validity dates, and usage limits shown when the code is applied.
  • A promo code is checked and its discount calculated by Cully Express at checkout. Free delivery codes are only offered by Cully Express, apply to delivery orders only, and are not available on collection orders.
  • A code funded by a specific restaurant can only be used at that restaurant.
  • Promo codes may have usage limits, including a limit on how many times one customer can use the same code, and may be changed or withdrawn at any time without affecting orders already placed.
  • Promo codes cannot be combined with other offers unless stated, cannot be exchanged for cash, and may be refused where used outside their stated conditions.
  • Codes and discounts are revalidated before payment authorisation. If a code has expired, its conditions are no longer met, or delivery pricing has changed, the customer may be asked to apply the code again or proceed without it after seeing the updated total.
  • Customers must not obtain or use promotions through multiple accounts, false details, automated activity, collusion, or any attempt to circumvent eligibility, minimum-spend, expiry, restaurant, or usage limits.
  • Cully Express may refuse or reverse an unconsumed promotional benefit where there is reasonable evidence of misuse or error, but will not retrospectively alter the agreed price of a valid order already accepted and paid unless required to correct fraud or a manifest pricing error consistently with applicable law.

Distance-based Delivery Pricing

  • Where delivery is offered, the delivery fee is calculated from the distance between the restaurant and the delivery address, using delivery fee bands configured for that restaurant.
  • Each restaurant has a maximum delivery distance. Addresses beyond that distance are not eligible for delivery from that restaurant, although collection may still be available.
  • Delivery eligibility and fees are validated using the authoritative delivery address, its mapped location, and the applicable restaurant distance settings. A postcode or approximate device location alone does not guarantee eligibility.
  • Delivery fees and distance bands may be updated from time to time and apply to orders submitted after the change; they do not change the agreed price of an order already accepted and captured.

Stripe Payments

  • Card payments are processed by Stripe, a third-party payment provider. We do not store full card numbers or card security codes.
  • When an order is placed, Stripe authorises (reserves) the payment amount on the customer’s card. The payment is only captured (charged) once the restaurant accepts the order or, for scheduled orders, once the restaurant confirms it.
  • If a restaurant does not accept an order within the time shown in the app, or an order is cancelled before capture, the authorisation is released rather than charged.
  • Refunds are issued to the original card through Stripe and may take several working days to appear, depending on the customer’s bank or card issuer.
  • Customers are responsible for ensuring their card details are valid and that sufficient funds are available to cover the authorisation.
  • A released authorisation may remain visible as pending, or may continue to reduce the available card balance, until the card issuer completes its processing. Cully Express cannot control the issuer’s processing time.
  • If capture fails after the restaurant attempts to accept or confirm an order, the order will not proceed as a successfully paid order. Cully Express may cancel it, reconcile the payment status with Stripe, and ask the customer to place a new order.

Food Safety, Allergens and Quality

  • The restaurant is responsible for ensuring that food is prepared, cooked, packaged, described, and supplied safely and lawfully, and that menu, ingredient, and allergen information is current and accurate.
  • Restaurants must make legally required allergen information available before purchase and at collection or delivery. Customers with an allergy or intolerance should review the information provided and contact the restaurant before ordering if they need clarification.
  • An order note is not a substitute for obtaining allergen information and does not guarantee that a restaurant can accommodate an allergy or avoid cross-contamination.
  • Customers should report food that is unsafe, materially different from its description, incorrectly supplied, or of unsatisfactory quality as soon as reasonably possible. Requests for information or evidence do not remove statutory rights.
  • Cully Express does not prepare the food, but remains responsible for its own acts and omissions and for any obligations imposed on it by law.

Refunds

  • Refund requests are reviewed under the Refund Policy and may result in a full refund, partial refund, or no refund, depending on the circumstances and applicable law.
  • Refund eligibility depends on evidence, order status, restaurant confirmation, driver events, customer reports, and payment provider rules.
  • Approved card refunds may take several working days to appear, depending on the payment provider and issuing bank.
  • Refund disputes may be reviewed by restaurants, drivers, and administrators depending on the reason and liability route.
  • Customers should normally submit an in-app refund request within 24 hours of delivery so that the issue can be investigated while evidence is available. This policy period does not remove or reduce any longer period or remedy available under the Consumer Rights Act 2015 or other applicable law.
  • Cully Express may reasonably request photographs, descriptions, order information, restaurant confirmation, or delivery events. Failure to provide reasonably available evidence may affect the factual assessment, but an evidence request does not remove or restrict statutory rights.
  • Restaurants and drivers may provide information or recommendations about issues attributed to them, but Cully Express makes the platform refund decision. The restaurant remains responsible for food-supply obligations and each party remains responsible for its own legal obligations.
  • Nothing in the Refund Policy or these Terms limits remedies for food or services that are unsafe, faulty, not as described, not provided with reasonable care and skill, or otherwise do not conform to contract.

Push Notifications and Order Status

  • Push notifications are an optional convenience feature. Delivery can be delayed, suppressed, or unavailable because of device settings, connectivity, platform services, or notification-provider availability.
  • Customers remain responsible for checking the current order status in the app and for responding to reasonable restaurant, driver, or support contact attempts.
  • A notification does not override the authoritative order and payment status recorded in the app and Cully Express systems.

Availability and Events Outside Reasonable Control

  • Cully Express does not guarantee that every restaurant, menu item, delivery area, payment method, driver, or app function will be continuously available.
  • Neither Cully Express nor a restaurant will be responsible for delay or failure caused by events genuinely outside its reasonable control to the extent that it has taken reasonable steps to avoid or reduce the effect, including severe weather, unsafe travel conditions, major infrastructure failure, or interruption of essential third-party services.
  • This section does not require a customer to pay for food or services that are not supplied, does not exclude obligations to exercise reasonable care, and does not affect statutory cancellation, price-reduction, repeat-performance, or refund rights.

Account Suspension and Termination

  • Cully Express may restrict, suspend, or terminate a customer account where reasonably necessary because of suspected fraud, payment or promotional abuse, threats or safety concerns, unlawful activity, material or repeated breach of these Terms, misuse of another person’s information, chargeback abuse, or a security or legal requirement.
  • Urgent protective action may be taken without advance notice. Where lawful and reasonably practicable, Cully Express will explain the general reason and allow the customer to ask for a review by contacting support@cullyexpress.com.
  • A review will consider relevant account, order, payment, refund, and security information. Suspension does not remove rights relating to existing paid orders, valid refunds, complaints, personal data, or statutory consumer remedies.
  • Customers may stop using the service at any time and may request account deletion as described below.

Account Deletion

  • Customers may request permanent account deletion in the app using Delete Account, or by contacting support@cullyexpress.com from the email address linked to the account.
  • Deletion is deferred while an active order or unresolved refund remains. Cully Express may request reasonable identity verification before completing a request.
  • On completion, sign-in credentials, personal profile information, notification settings and tokens, and customer-uploaded profile or refund-evidence files are deleted in accordance with the Account Deletion Policy.
  • Order, payment, refund, accounting, fraud-prevention, legal-acceptance, security, and audit records may be retained where required for legal, tax, accounting, dispute, or security purposes. Direct identifiers are removed, anonymised, or replaced with a non-reversible deletion reference or deletion pseudonym where appropriate.
  • Account deletion is permanent. Separate rights to erasure, restriction, objection, access, correction, and portability are explained in the Privacy Policy.

Intellectual Property and App Use

  • The Cully Express name, app, software, design, text, graphics, databases, and platform content are owned by or licensed to A&S Signatures Ltd, except for restaurant content and other third-party material.
  • Cully Express grants customers a limited, personal, non-exclusive, non-transferable, revocable licence to use the app for lawful personal ordering and account-management purposes in accordance with these Terms.
  • Customers must not copy, scrape, sell, sublicense, interfere with, circumvent security for, introduce malicious code into, or reverse engineer the app except to the limited extent that applicable law does not permit that restriction.
  • Customers retain ownership of content they submit. They grant Cully Express a limited licence to store, process, reproduce, and share that content only as reasonably necessary to operate orders, provide support, investigate refunds or fraud, comply with law, and exercise rights described in the Privacy Policy.

Liability and Statutory Rights

  • Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory consumer rights, or any other liability that cannot legally be excluded or limited.
  • Cully Express is responsible for foreseeable loss or damage caused by its breach of these Terms or failure to exercise reasonable care and skill. Loss is foreseeable where it was an obvious consequence or was contemplated by the customer and Cully Express when the relevant contract was formed.
  • Cully Express is not responsible for loss that is not foreseeable, for business loss arising from consumer use, or for a restaurant’s independent preparation of food or a driver’s independent conduct, except where Cully Express is itself legally responsible for that loss.
  • Nothing in the preceding paragraph excludes Cully Express’s responsibility for its own acts or omissions, for services it undertakes to provide, or for liability imposed on it by law.
  • Restaurants remain responsible for food, menu, ingredient, allergen, preparation, packaging, quality, and supply obligations. Drivers remain responsible for safely performing accepted deliveries. These allocations do not reduce any remedy the customer has against a legally responsible party.

Privacy and Cookies

  • The Privacy Policy explains how A&S Signatures Ltd collects, uses, shares, retains, and protects personal data, including account, phone-verification, order, location, payment-reference, refund, support, notification, analytics, and diagnostic information.
  • Where the Cully Express website uses cookies or similar technologies, their use is governed by the Cookie Policy and any consent choices presented on that website. The native app uses device storage, identifiers, and software development kits as described in the Privacy Policy.
  • These Terms do not replace the Privacy Policy, Cookie Policy, or Account Deletion Policy.

Complaints

  • Customers should first contact support@cullyexpress.com and provide their account email, order number where relevant, a clear description of the complaint, and any reasonably available supporting information.
  • Cully Express will acknowledge the complaint, investigate the relevant order, payment, restaurant, driver, or platform records, and respond as soon as reasonably practicable. Further information may be requested where needed for a fair investigation.
  • If the customer remains dissatisfied, they may ask support to review the response. This complaints process does not prevent a customer from seeking advice from Citizens Advice, reporting a matter to an appropriate regulator, exercising chargeback rights, or using a court or other remedy available by law.
  • Privacy and data-protection complaints may also be made as described in the Privacy Policy, including to the UK Information Commissioner’s Office.

Changes to These Terms

  • Cully Express may update these Terms for legal, regulatory, security, operational, or service changes. The current version and effective date will be displayed in the app.
  • A change will not retrospectively alter the agreed price or contractual terms of an order already accepted. Where a change is material, Cully Express will provide reasonable notice or require acceptance before further use where appropriate.

Governing Law and Jurisdiction

  • These Terms are governed by the laws of England and Wales. If a customer lives in Scotland or Northern Ireland, the customer also retains the benefit of mandatory consumer protections that apply there.
  • Customers may bring proceedings in the courts of the part of the United Kingdom in which they live. Cully Express may bring proceedings against a consumer only in a court permitted by applicable consumer law.

Support

  • For support, legal notices, refunds, account queries, or operational concerns, contact support@cullyexpress.com.
  • Written correspondence may also be sent to the registered office shown in the Company Information section below.

Company Information

Cully Express (a trading name of A&S Signatures Ltd) Company Number: 15693230 Registered Office: The Collar Factory St. Augustine Street Taunton Somerset TA1 1QN United Kingdom Support: support@cullyexpress.com

Terms & Conditions | Cully Express