Terms and Conditions

Welcome to Local Heroes Express. These Terms & Conditions (“Terms”) govern your use of our website and services. By accessing, browsing or placing an order through:

https://local-heroes.uk/express

you agree to be bound by these Terms. Please read them carefully.

If you do not agree with these Terms, please do not use the website or our services.

1. About Us

Local Heroes Express is operated by:

  • Legal Entity Name: Local Heroes Express

  • Trading Name: Local Heroes Express

  • Email: [[email protected]]

2. Age Restrictions

You must be 18 years or older to use our services.

To purchase alcohol or age-restricted products, you must:

  • Be at least 18 years old

  • Provide valid photo ID upon delivery

  • Comply with Challenge 25, meaning ID will be required if you look under 25

Acceptable ID includes:

  • Passport

  • UK Driving Licence

  • PASS-accredited ID card

If valid ID cannot be provided at delivery, the driver will refuse to hand over alcohol and those items will be refunded. Delivery fees may still apply.

3. Our Services

Local Heroes Express provides rapid delivery of groceries, essentials, snacks, drinks and alcohol in eligible service areas.

We currently deliver across:

  • London

  • Surrey

Service availability may vary based on:

  • Local regulations

  • Stock availability

  • Driver availability

  • Operating hours of partner stores

We reserve the right to refuse service if necessary.

4. Ordering

To place an order, you must:

  • Provide accurate personal information

  • Ensure your delivery address is correct

  • Pay using an accepted payment method

Once an order is submitted:

  • You will receive confirmation by email or SMS

  • Your order cannot be fully guaranteed until accepted

  • We may reject or cancel orders for reasons including stock issues, payment problems, or delivery restrictions

If an item is unavailable, we may:

  • Offer a suitable replacement

  • Refund the unavailable item

  • Contact you for instructions (if applicable)

5. Delivery

We aim to deliver in 15–30 minutes, but times may vary.

Delivery times depend on:

  • Traffic and weather

  • Stock availability

  • Distance from store

  • Driver availability

  • Order size

Drivers deliver to your door but may refuse delivery if:

  • You cannot provide age-verified ID for restricted items

  • The delivery address is unsafe or inaccessible

  • There is abusive or threatening behaviour

If delivery cannot be completed for reasons outside our control, delivery fees may still apply.

6. Fees & Payment

Prices shown on the website include VAT (where applicable).

Additional charges may include:

  • Delivery fee

  • Service fee

  • Minimum basket charges

  • Small order fees

We accept the following payment methods:

  • Debit/credit cards

Payments are processed securely by trusted third-party providers.

7. Cancellations & Refunds

Customer cancellations

Orders cannot always be cancelled once placed. If a driver has already been dispatched, you may still be charged.

When we cancel

We may cancel an order if:

  • Items are unavailable

  • Payment fails

  • You are outside our delivery zone

  • ID cannot be verified

  • The delivery address is unsafe

  • Fraud is suspected

Refunds

Refunds are issued for:

  • Missing or damaged items

  • Items not delivered

  • Age-restricted items withheld due to no ID (product refund only)

Refunds are returned to your original payment method within 3–10 working days, depending on your bank.

8. Alcohol & Age-Restricted Products

We comply fully with UK licensing laws.

Drivers must:

  • Request ID under Challenge 25

  • Refuse delivery if ID is invalid or not provided

  • Refuse delivery if the customer appears intoxicated

Alcohol cannot be:

  • Left unattended

  • Delivered to neighbours or safe places

  • Delivered to minors or anyone without valid ID

9. User Accounts

When creating an account, you agree to:

  • Provide accurate information

  • Keep your login details secure

  • Not share your account with others

  • Notify us of any unauthorised access

We may suspend or close accounts that breach these Terms.

10. Acceptable Use

You must not:

  • Use our services for unlawful purposes

  • Attempt to reverse-engineer or disrupt the website

  • Abuse, threaten or harass our drivers or staff

  • Create multiple accounts to abuse promotions

  • Use false delivery information

We reserve the right to take action against abuse, including account suspension.

11. Intellectual Property

All website content, including:

  • Logos

  • Branding

  • Images

  • Text

  • Software

  • Designs

is the property of Local Heroes Express and protected by copyright laws.

You may not copy, modify or redistribute any part of our website without permission.

12. Liability

We take all reasonable steps to ensure our service is reliable. However, we are not liable for:

  • Delays caused by traffic, weather or third parties

  • Indirect or consequential losses

  • Losses caused by inaccurate information provided by you

  • Technical issues beyond our control

Nothing in these Terms excludes liability for:

  • Death or personal injury caused by negligence

  • Fraud or fraudulent misrepresentation

  • Any rights you have under UK consumer law

13. Third-Party Links

Our website may include links to third-party websites or services.
We do not control and are not responsible for the content or privacy practices of these websites.

14. Privacy

Your use of our website is also governed by our Privacy Policy, available at:
https://local-heroes.uk/express/privacy

Please read it carefully to understand how we collect and use your personal data.

15. Changes to These Terms

We may update these Terms from time to time. Updates will be posted on this page, and the updated Terms will take effect immediately upon posting.

By continuing to use our services, you agree to the updated version.

16. Contact Us

If you have any questions about these Terms or need assistance, you can contact us at:

Email: [[email protected]]

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