Service policy

Welcome to the online grocery shopping service provided by trickroo.com (hereinafter referred to as "this platform"). These terms are the core agreement between you (hereinafter referred to as "user") and this platform regarding commodity transactions and service use, covering the entire process including order management, payment rules, logistics distribution, after-sales guarantee, etc. At the same time, special agreements are clarified in combination with the characteristics of grocery categories (such as customization, fragility, and daily necessities). Please read and fully understand these terms carefully before registering an account, browsing products or submitting an order. Your use of the services of this platform is deemed to be your agreement to accept all the provisions of these terms. User qualifications: Natural persons who are 18 years of age or older and have full civil capacity, or legally registered enterprises, individual businesses and other organizations, can register to use the services of this platform; users under the age of 18 must register with their legal guardians, and can only purchase non-dangerous, non-customized ordinary groceries. Guardians must bear joint and several liability for the user's transaction behavior; users must provide true and accurate identity information (mobile phone number, email address) and delivery information when registering. Information changes should be updated in the "Personal Center" in a timely manner. Losses such as orders that cannot be delivered and after-sales disputes caused by false information are borne by the user. Order generation and effectiveness: After the user selects the product, confirms the delivery address, payment method and other information on the platform and submits the order, the system generates an order number, which is deemed to be the user's purchase offer; the platform will review the order within 30 minutes (the review content includes product inventory, delivery address validity, and payment channel status). After the review is passed and the user completes the payment, the order will officially take effect (that is, the sales contract between the two parties is established); if the review finds that the product is out of stock, the price is incorrect, or the delivery address is out of the delivery range, the platform will notify the user via SMS or email within 1 hour, and the paid amount will be returned within 1-2 working days, and the order will be automatically canceled. Users can complete payment through the following methods, which are subject to the display on the order settlement page: third-party payment: WeChat Pay, Alipay, UnionPay Payment, PayPal (international orders); bank transfer: For bulk purchase orders, you can transfer through the public account provided by this platform. After the transfer, you need to contact customer service to upload the transfer voucher for confirmation. Obligations of this platform: Ensure that product information is true and accurate, clearly mark the product material, size, weight, instructions for use and the special agreement of "no after-sales support" on the details page, and do not exaggerate in publicity; adopt encryption technology, risk monitoring and other measures to protect user account information and payment security, and prevent information leakage or theft; promptly respond to user inquiries and complaints, and respond to the customer service email (service@trickroo.com) within 2 hours on working days and within 24 hours on non-working days. After-sales issues will be resolved within 7 working days at the latest; the handling of user personal information complies with the "trickroo.com Privacy Terms", and user information will not be illegally collected, used or disclosed to third parties (except as required by laws and regulations or with user consent). User obligations: Abide by these terms and the "Shopping Guide" and "Privacy Terms" and other rules published by the platform, and do not use the platform to engage in illegal and irregular activities such as fake orders, reselling goods, and spreading false information; keep account information (user name, password, bound mobile phone/email) properly and do not disclose it to others. If the account is stolen, you must immediately contact customer service to freeze it. The losses caused by failure to freeze it in time shall be borne by the user; shop rationally and read the product details carefully before placing an order (especially customization rules and size parameters) to avoid disputes caused by your own negligence; cooperate with this platform to handle after-sales issues, provide true and valid supporting materials, and do not deliberately fabricate facts or make malicious complaints. This platform may modify the content of these terms in accordance with national laws and regulations, business adjustments or technical upgrades. The modified terms will be announced in the "Terms of Service" section of the platform homepage for no less than 7 days, and will be notified through the user's bound email or SMS; if the user continues to use the service after the end of the announcement period, it is deemed to agree to the changed terms; if the user disagrees, he or she may stop using the service and apply to cancel the account. If a user violates these terms (such as maliciously placing fake orders, misusing other people's accounts, or providing false information), the platform reserves the right to suspend or permanently terminate their account, freeze any outstanding balances (if any), and pursue legal action.

If a user violates these terms (such as maliciously placing fake orders, misusing other people's accounts, or providing false information), the platform reserves the right to suspend or permanently terminate their account, freeze any outstanding balances (if any), and pursue legal action accordingly.

If a user violates these terms due to force majeure (such as natural disasters or policy adjustments) or the platform terminates its operations, a notice will be posted on the homepage 30 days in advance, and the platform will process refunds of account balances and refunds/reissues for unfulfilled orders to ensure that the user's legitimate rights and interests are not harmed. If you have any questions regarding these terms, please contact customer service at service@trickroo.com or contact our online customer service team. The platform will provide professional answers.
These Terms of Service and any separate agreements whereby we provide you shall be governed by and construed in accordance with the laws of UK.