HolistiQ Lifestyle
Customer Terms of Use
1. Who we are and what these Terms do
1.1 These Terms of Use govern your access to and use of the HolistiQ Lifestyle Limited (“HolistiQ”) website, web app, customer account, marketplace functionality, ordering journey, promotional features and any related customer services that we make available from time to time (the Platform).
1.2 HolistiQ operates a digital marketplace which enables customers to discover and interact with independent restaurants, cafés, takeaways, food businesses, wellness providers, local service providers, experience providers, merchants and other participating businesses (Business Partners). Unless we expressly state otherwise in the checkout journey, we are not the restaurant, café, takeaway, caterer, food producer, delivery provider, payment processor or supplier of the food, drink, goods or services offered by Business Partners.
1.3 Each order placed through the Platform is made with the relevant Business Partner, not with HolistiQ, except to the limited extent that we provide access to the Platform and any HolistiQ-issued credit, rewards, promotions or customer support tools described in these Terms.
1.4 By creating an account, browsing the Platform, placing an order, redeeming credit, participating in promotions or otherwise using the Platform, you agree to these Terms. If you do not agree, you must not use the Platform.
2. Definitions and interpretation
Account means a customer account registered on the Platform.
Business Partner means an independent third-party restaurant, café, takeaway, local food business, venue, merchant or other partner listed on the Platform.
Credit means non-cash platform credit, reward credit, promotional credit, cashback credit or other credit that we may issue for use on the Platform, subject to these Terms and any applicable promotion terms.
Order means an order, booking, reservation, collection, delivery or purchase request made through or in connection with the Platform.
Partner Terms means the contractual terms between HolistiQ and Business Partners, as amended from time to time.
We, us and our means HolistiQ Lifestyle Limited, the company operating the HolistiQ Lifestyle Platform.
3. Our marketplace role
3.1 HolistiQ provides a technology platform and marketplace infrastructure. We may facilitate discovery, listing, ordering, payment initiation, reward allocation, promotions, customer communications and customer support workflows, but we do not independently verify every listing, menu item, business representation, availability statement, dietary statement, allergen statement, delivery estimate, fulfilment capacity or customer review.
3.2 Business Partners are independent businesses and remain responsible for their own menus, pricing, descriptions, availability, preparation, packaging, food safety, allergen information, fulfilment, complaints handling, legal compliance, taxes, premises, licences, employees, contractors and customer service in relation to their goods and services.
3.3 Nothing in these Terms makes any Business Partner our employee, worker, agent, franchisee, representative or subcontractor. We are not responsible for the acts, omissions, goods or services of Business Partners except where applicable law provides otherwise or where we have expressly accepted responsibility in writing.
4. Eligibility and account registration
4.1 You must be at least 18 years old, or the age of legal capacity in your jurisdiction if higher, to create an Account or place an Order unless we expressly permit a different age threshold for a particular feature.
4.2 You must provide accurate, complete and current registration, contact, payment and delivery/collection information and keep it up to date.
4.3 You are responsible for maintaining the confidentiality of your login details and for all activity carried out through your Account, whether or not authorised by you, except where unauthorised activity arises directly from our failure to use reasonable care and skill.
4.4 You must notify us promptly if you believe your Account has been compromised. We may require identity, security or fraud-prevention checks before restoring access or processing credits, refunds or orders.
5. Use of the Platform
5.1 You may use the Platform only for lawful personal, domestic and consumer purposes, unless we expressly agree otherwise in writing.
5.2 You must not misuse the Platform, interfere with its operation, scrape or harvest data, reverse engineer any part of it, use bots or automated tools, create duplicate or misleading accounts, manipulate rewards or reviews, submit false orders, abuse refund processes, commit fraud, attempt chargebacks dishonestly, upload unlawful content or engage in conduct that harms HolistiQ, Business Partners, other users or the integrity of the marketplace.
5.3 We may introduce or update acceptable use rules, community standards, review rules, reward rules, promotional rules and operational policies from time to time. Those policies form part of these Terms where they are made available on or through the Platform.
6. Business Partner listings, menus and information
6.1 Business Partner listings, menus, pricing, imagery, availability, delivery radius, collection times, dietary descriptions, allergen statements, promotional statements and other content may be provided by the relevant Business Partner or obtained from third-party sources. We take reasonable steps to support accurate marketplace information, but you acknowledge that operational details can change quickly.
6.2 Before placing an Order, you must review all relevant information and raise any dietary, allergen, intolerance, ingredient, food safety, religious, ethical, accessibility or special requirement directly with the relevant Business Partner where appropriate. You must not rely solely on Platform tags, filters, icons or summaries for allergy or health-critical decisions.
6.3 We may remove, suspend, amend or de-prioritise listings or content where we consider that it may be inaccurate, unlawful, misleading, harmful, non-compliant, out of date, subject to complaint or otherwise unsuitable.
7. Orders and contract formation
7.1 The Platform may allow you to place Orders with Business Partners. The precise order flow, acceptance mechanism, cancellation window and fulfilment arrangements may vary by Business Partner and by Order type.
7.2 An Order is not accepted merely because you submit it on the Platform. Acceptance occurs only when the relevant Business Partner confirms acceptance, begins preparing the Order, or otherwise accepts the Order in the manner described in the checkout journey.
7.3 We may reject, cancel or suspend Orders where payment authorisation fails, the Business Partner is unavailable, the requested items are unavailable, fraud or misuse is suspected, an error is identified, the Order breaches these Terms, or fulfilment would be unsafe, unlawful or impracticable.
7.4 You are responsible for checking your Order before submission, including items, quantities, collection/delivery details, contact details, promotional codes, credit use and total price.
8. Pricing, fees and payment
8.1 Prices, fees, service charges, delivery charges, taxes and other amounts will be displayed in the order journey before you commit to pay. We may change how prices and charges are presented to reflect legal requirements, operational constraints and Business Partner pricing updates.
8.2 Business Partners are responsible for setting their own item prices unless expressly stated otherwise. Prices may differ from prices offered by the same Business Partner elsewhere.
8.3 Payments are currently processed using Stripe or such alternative payment processor as HolistiQ may appoint from time to time.
8.4 We are not responsible for payment delays, bank fees, card issuer charges, failed authorisations or currency conversion charges caused by your bank, card issuer, payment provider or inaccurate payment details.
9. Customer rights, refunds, cancellations and complaints
9.1 Your statutory rights are not affected. Nothing in these Terms excludes or limits rights that cannot lawfully be excluded or limited.
9.2 Food, drink and perishable or made-to-order items may have limited cancellation rights once accepted or preparation has begun. The cancellation position will depend on the nature of the Order, the stage of fulfilment and applicable consumer law.
9.3 Refunds may be considered where an Order is not fulfilled, is materially incorrect, is cancelled before preparation in accordance with the applicable cancellation process, or where applicable law requires a refund. We may require evidence, photographs, delivery/collection information, Business Partner confirmation or other reasonable information before processing a refund or credit.
9.4 Where a refund relates to Business Partner goods or services, the Business Partner may be responsible for the refund as between HolistiQ and that Business Partner, but we may facilitate customer support and payment adjustments through the Platform.
9.5 You must raise issues promptly through the Platform support route. Delay may affect our ability to investigate and may reduce or remove entitlement to a discretionary remedy.
10. Chargebacks and payment disputes
10.1 You should contact us through the Platform before initiating a chargeback or payment dispute so that we can investigate and, where appropriate, resolve the issue promptly.
10.2 We may suspend your Account, withhold Credit, recover costs, reverse rewards or restrict future Platform use where we reasonably believe a chargeback, payment dispute or refund request is abusive, dishonest, duplicative, made after a remedy has already been provided, or otherwise inconsistent with these Terms.
10.3 Nothing in this clause prevents you from exercising lawful rights with your card issuer or payment provider.
11. Rewards, cashback and platform credit
11.1 HolistiQ may offer reward, cashback, loyalty, referral, promotional or platform credit features. Unless expressly stated otherwise, all such rewards are non-cash platform credit only, have no cash value, are not e-money, are not a deposit, are not interest-bearing, are not transferable, are not refundable, are not exchangeable for cash and may be used only on the Platform in accordance with the applicable rules.
11.2 Eligibility, earning rates, reward pools, cashback percentages, participating Business Partners, exclusions, redemption limits, expiry dates, minimum spends, maximum caps and qualifying activity may vary and may be changed, suspended or withdrawn by us at any time where reasonably necessary for legal, regulatory, operational, fraud-prevention, commercial or platform-integrity reasons.
11.3 Credit may be withheld, reversed, cancelled or reduced where an Order is cancelled, refunded, subject to chargeback, suspected of fraud, linked to duplicate accounts, generated by self-dealing, artificial ordering, manipulation, review abuse, promotion stacking, breach of these Terms, Business Partner error or other misuse.
11.4 Credit will not be paid out in cash on closure of your Account, unless applicable law requires otherwise or we expressly agree in writing.
11.5 HolistiQ may amend the methodology for calculating rewards, cashback or platform credit at any time on reasonable notice.
11.6 Credits expire automatically after 12 months unless otherwise stated.
11.7 HolistiQ does not guarantee that any reward programme, cashback scheme or credit offering will continue for any particular period or that any future rewards or benefits will be made available.
11.8 HolistiQ may introduce a digital wallet allowing Customers to hold different forms of Platform value, including promotional credits, referral rewards, loyalty rewards, Community Rewards and other incentives. Different forms of Platform value may be subject to separate programme rules and redemption restrictions.
12. Promotions, referral offers and marketing campaigns
12.1 We may make promotional codes, introductory offers, referral bonuses, Business Partner-funded offers, sponsored visibility placements or other campaigns available from time to time.
12.2 Promotions are subject to any specific terms stated with the promotion and may be withdrawn, amended, refused or capped where reasonably necessary, including where there is error, suspected abuse, unlawful use, technical failure, ineligible activity, duplicate accounts or conflict with these Terms.
12.3 Unless expressly stated otherwise, promotions cannot be combined, sold, transferred, redeemed for cash, used retrospectively or applied to excluded items, taxes, fees, delivery charges or minimum-spend thresholds.
13. Reviews, ratings and user content
13.1 You may be able to submit reviews, ratings, images, comments, preferences, profile information or other content. You must ensure that your content is honest, accurate, lawful, based on genuine experience where represented as a review, not misleading, not defamatory, not abusive, not discriminatory, not obscene, not infringing and not incentivised unless any incentive is clearly disclosed.
13.2 You must not submit fake reviews, use multiple accounts to influence ratings, review your own business or a connected business without disclosure, offer or accept undisclosed incentives for reviews, or manipulate review systems.
13.3 We may moderate, reject, remove, label, de-prioritise or report content where we reasonably consider it unlawful, misleading, fake, suspicious, irrelevant, abusive, non-compliant or harmful to users, Business Partners or HolistiQ.
13.4 You grant us a worldwide, royalty-free, transferable, sub-licensable licence to use, reproduce, display, adapt, distribute and make available your content for Platform operation, moderation, promotion, analytics and improvement, subject to our Privacy Policy where personal data is involved.
14. Suspension, restriction and termination
14.1 We may suspend, restrict or terminate your Account or Platform access where we reasonably believe that you have breached these Terms, misused the Platform, created risk for HolistiQ or others, acted fraudulently or unlawfully, failed security checks, abused rewards/refunds/reviews, or where we are required to do so by law, regulator, payment provider or court order.
14.2 We may also suspend or discontinue parts of the Platform for maintenance, security, legal, technical or operational reasons.
14.3 On termination, your right to use the Platform will cease. Accrued payment obligations, fraud remedies, liability limitations, intellectual property rights, dispute provisions and other clauses intended to survive will continue.
15. Platform availability and changes
15.1 We aim to provide a useful and reliable Platform, but we do not guarantee uninterrupted, error-free, secure or continuous availability. Features may be unavailable during maintenance, outages, third-party failures, high demand, security events or force majeure events.
15.2 We may change, remove, replace, suspend or discontinue Platform features, Business Partner listings, reward mechanics, account tools, promotions or content where reasonably necessary for legal, regulatory, operational, commercial, security or technical reasons.
15A. Artificial Intelligence
15A.1 HolistiQ may use artificial intelligence, machine learning and automated decision-support technologies to improve Platform functionality, including search, recommendations, fraud detection, customer support, analytics, operational efficiency, marketing and service improvements. Where required by applicable law, appropriate human oversight will be maintained.
16. Intellectual property
16.1 All intellectual property rights in the Platform, software, design, databases, branding, logos, text, content, user interface, marketplace structure, reward mechanics and other materials are owned by or licensed to HolistiQ, except for Business Partner content and user content where applicable.
16.2 You are granted a limited, revocable, non-exclusive, non-transferable right to access and use the Platform for your personal lawful use in accordance with these Terms. No rights are transferred to you except as expressly stated.
17. Privacy, cookies and communications
17.1 We will process personal data in accordance with our Privacy Policy. We will use cookies and similar technologies in accordance with our Cookie Policy and applicable cookie consent settings.
17.2 We may send you service communications about your Account, Orders, security, legal updates, support matters, rewards and Platform operation. Marketing communications will be sent only where permitted by law and applicable consent or soft opt-in rules, and you may opt out where required by law.
18. Liability
18.1 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights that cannot lawfully be excluded, or any other liability that cannot be excluded or limited by law.
18.2 Subject to the previous sentence, we are not liable for Business Partner goods or services, inaccurate Business Partner information, allergen or ingredient errors by Business Partners, delivery/collection failures outside our control, third-party payment failures, loss caused by your breach of these Terms, or losses that were not reasonably foreseeable.
18.3 We are not liable for business losses, loss of profit, loss of revenue, loss of goodwill, loss of opportunity or other commercial losses where you use the Platform as a consumer.
18.4 Where we are liable to you, our aggregate liability arising out of or in connection with a particular Order will not exceed the amount paid by you for that Order plus any mandatory statutory remedy, except where such limitation is not permitted by law.
18.5 The Platform is provided on an “as available” and “as is” basis.
18.6 You acknowledge that you have not relied upon any statement, representation or promise not expressly set out in these Terms.
19. Indemnity for misuse
19.1 Where you use the Platform other than as a consumer, or where you misuse the Platform fraudulently, unlawfully or in breach of these Terms, you agree to indemnify HolistiQ against losses, liabilities, claims, costs and expenses arising from that misuse, including chargebacks, payment provider fees, regulatory complaints, third-party claims and enforcement costs.
20. Changes to these Terms
20.1 We may update these Terms from time to time. Material changes will be notified through the Platform, by email or by other reasonable means. The updated Terms will apply from the effective date stated in the notice or, if no date is stated, when made available on the Platform.
20.2 If you do not agree to updated Terms, you must stop using the Platform. Continued use after the effective date will constitute acceptance, except where applicable law requires a different approach.
21. Governing law and disputes
21.1 These Terms are governed by the laws of Scotland. You may bring proceedings in the courts of Scotland, and if you live in England and Wales or Northern Ireland you may also bring proceedings in your local courts where mandatory consumer law permits.
21.2 Before starting formal proceedings, you agree to contact us so that we can try to resolve the issue. This does not affect your statutory rights or any right to seek urgent relief.
21.3 Nothing in these Terms prevents either party from seeking urgent injunctive relief or pursuing any mandatory statutory remedy available under applicable law.
22. Contact details
22.1 HolistiQ customer support:
HolistiQ Lifestyle Limited
Company No. SC823617
5 South Charlotte Street
Edinburgh
Scotland
EH2 4AN
Email: info@holistiqlifestyle.co.uk.
Legal notices should be sent to the registered office or legal contact details stated on the Platform.
23. Electronic Communications
23.1 You consent to receiving notices, disclosures and communications electronically through the Platform or by email. Electronic communications satisfy any legal requirement that such communications be in writing.
24. Third-Party Services
24.1 The Platform may integrate with third-party payment processors, mapping services, analytics providers and other service providers. HolistiQ is not responsible for the availability or performance of third-party services outside its reasonable control.
25. Force Majeure
25.1 HolistiQ shall not be liable for any delay or failure in performance caused by events outside its reasonable control, including acts of God, pandemics, cyber-attacks, internet outages, strikes, governmental action or failures of suppliers or telecommunications providers.
26. Security and Fraud Prevention
26.1 HolistiQ may implement identity verification, fraud screening, transaction monitoring and account reviews. We may suspend accounts, delay withdrawals of credit and request information where reasonably necessary to protect the Platform or comply with legal obligations.
26.2 HolistiQ may periodically carry out authorised penetration testing, vulnerability assessments, security monitoring and other cybersecurity assurance activities to protect the Platform and customer information. Such activities may be undertaken by HolistiQ or approved third-party security professionals and may occur during live Platform operations where reasonably necessary.
27. Regulatory Compliance
27.1 Users must comply with all applicable laws and regulations when using the Platform. HolistiQ may cooperate with law enforcement authorities and regulators and may disclose information where required by law.
28. Sanctions and Restricted Activities
28.1 The Platform may not be used in connection with any unlawful activity, sanctioned person, restricted jurisdiction or prohibited transaction. HolistiQ may terminate access immediately where this clause is breached.
29. Entire Agreement
29.1 These Terms, together with any policies referred to in them, constitute the entire agreement between you and HolistiQ regarding your use of the Platform.
30. Severability
30.1 If any provision of these Terms is held to be unlawful, invalid or unenforceable, the remaining provisions shall continue in full force and effect.
31. No Waiver
31.1 Any failure or delay by HolistiQ in exercising a right or remedy shall not constitute a waiver of that right or remedy.
32. Assignment
32.1 HolistiQ may assign, transfer or subcontract its rights and obligations under these Terms. You may not assign your rights or obligations without HolistiQ’s prior written consent.
HolistiQ Lifestyle
Customer Terms of Use
1. Who we are and what these Terms do
1.1 These Terms of Use govern your access to and use of the HolistiQ Lifestyle Limited (“HolistiQ”) website, web app, customer account, marketplace functionality, ordering journey, promotional features and any related customer services that we make available from time to time (the Platform).
1.2 HolistiQ operates a digital marketplace which enables customers to discover and interact with independent restaurants, cafés, takeaways, food businesses, wellness providers, local service providers, experience providers, merchants and other participating businesses (Business Partners). Unless we expressly state otherwise in the checkout journey, we are not the restaurant, café, takeaway, caterer, food producer, delivery provider, payment processor or supplier of the food, drink, goods or services offered by Business Partners.
1.3 Each order placed through the Platform is made with the relevant Business Partner, not with HolistiQ, except to the limited extent that we provide access to the Platform and any HolistiQ-issued credit, rewards, promotions or customer support tools described in these Terms.
1.4 By creating an account, browsing the Platform, placing an order, redeeming credit, participating in promotions or otherwise using the Platform, you agree to these Terms. If you do not agree, you must not use the Platform.
2. Definitions and interpretation
Account means a customer account registered on the Platform.
Business Partner means an independent third-party restaurant, café, takeaway, local food business, venue, merchant or other partner listed on the Platform.
Credit means non-cash platform credit, reward credit, promotional credit, cashback credit or other credit that we may issue for use on the Platform, subject to these Terms and any applicable promotion terms.
Order means an order, booking, reservation, collection, delivery or purchase request made through or in connection with the Platform.
Partner Terms means the contractual terms between HolistiQ and Business Partners, as amended from time to time.
We, us and our means HolistiQ Lifestyle Limited, the company operating the HolistiQ Lifestyle Platform.
3. Our marketplace role
3.1 HolistiQ provides a technology platform and marketplace infrastructure. We may facilitate discovery, listing, ordering, payment initiation, reward allocation, promotions, customer communications and customer support workflows, but we do not independently verify every listing, menu item, business representation, availability statement, dietary statement, allergen statement, delivery estimate, fulfilment capacity or customer review.
3.2 Business Partners are independent businesses and remain responsible for their own menus, pricing, descriptions, availability, preparation, packaging, food safety, allergen information, fulfilment, complaints handling, legal compliance, taxes, premises, licences, employees, contractors and customer service in relation to their goods and services.
3.3 Nothing in these Terms makes any Business Partner our employee, worker, agent, franchisee, representative or subcontractor. We are not responsible for the acts, omissions, goods or services of Business Partners except where applicable law provides otherwise or where we have expressly accepted responsibility in writing.
4. Eligibility and account registration
4.1 You must be at least 18 years old, or the age of legal capacity in your jurisdiction if higher, to create an Account or place an Order unless we expressly permit a different age threshold for a particular feature.
4.2 You must provide accurate, complete and current registration, contact, payment and delivery/collection information and keep it up to date.
4.3 You are responsible for maintaining the confidentiality of your login details and for all activity carried out through your Account, whether or not authorised by you, except where unauthorised activity arises directly from our failure to use reasonable care and skill.
4.4 You must notify us promptly if you believe your Account has been compromised. We may require identity, security or fraud-prevention checks before restoring access or processing credits, refunds or orders.
5. Use of the Platform
5.1 You may use the Platform only for lawful personal, domestic and consumer purposes, unless we expressly agree otherwise in writing.
5.2 You must not misuse the Platform, interfere with its operation, scrape or harvest data, reverse engineer any part of it, use bots or automated tools, create duplicate or misleading accounts, manipulate rewards or reviews, submit false orders, abuse refund processes, commit fraud, attempt chargebacks dishonestly, upload unlawful content or engage in conduct that harms HolistiQ, Business Partners, other users or the integrity of the marketplace.
5.3 We may introduce or update acceptable use rules, community standards, review rules, reward rules, promotional rules and operational policies from time to time. Those policies form part of these Terms where they are made available on or through the Platform.
6. Business Partner listings, menus and information
6.1 Business Partner listings, menus, pricing, imagery, availability, delivery radius, collection times, dietary descriptions, allergen statements, promotional statements and other content may be provided by the relevant Business Partner or obtained from third-party sources. We take reasonable steps to support accurate marketplace information, but you acknowledge that operational details can change quickly.
6.2 Before placing an Order, you must review all relevant information and raise any dietary, allergen, intolerance, ingredient, food safety, religious, ethical, accessibility or special requirement directly with the relevant Business Partner where appropriate. You must not rely solely on Platform tags, filters, icons or summaries for allergy or health-critical decisions.
6.3 We may remove, suspend, amend or de-prioritise listings or content where we consider that it may be inaccurate, unlawful, misleading, harmful, non-compliant, out of date, subject to complaint or otherwise unsuitable.
7. Orders and contract formation
7.1 The Platform may allow you to place Orders with Business Partners. The precise order flow, acceptance mechanism, cancellation window and fulfilment arrangements may vary by Business Partner and by Order type.
7.2 An Order is not accepted merely because you submit it on the Platform. Acceptance occurs only when the relevant Business Partner confirms acceptance, begins preparing the Order, or otherwise accepts the Order in the manner described in the checkout journey.
7.3 We may reject, cancel or suspend Orders where payment authorisation fails, the Business Partner is unavailable, the requested items are unavailable, fraud or misuse is suspected, an error is identified, the Order breaches these Terms, or fulfilment would be unsafe, unlawful or impracticable.
7.4 You are responsible for checking your Order before submission, including items, quantities, collection/delivery details, contact details, promotional codes, credit use and total price.
8. Pricing, fees and payment
8.1 Prices, fees, service charges, delivery charges, taxes and other amounts will be displayed in the order journey before you commit to pay. We may change how prices and charges are presented to reflect legal requirements, operational constraints and Business Partner pricing updates.
8.2 Business Partners are responsible for setting their own item prices unless expressly stated otherwise. Prices may differ from prices offered by the same Business Partner elsewhere.
8.3 Payments are currently processed using Stripe or such alternative payment processor as HolistiQ may appoint from time to time.
8.4 We are not responsible for payment delays, bank fees, card issuer charges, failed authorisations or currency conversion charges caused by your bank, card issuer, payment provider or inaccurate payment details.
9. Customer rights, refunds, cancellations and complaints
9.1 Your statutory rights are not affected. Nothing in these Terms excludes or limits rights that cannot lawfully be excluded or limited.
9.2 Food, drink and perishable or made-to-order items may have limited cancellation rights once accepted or preparation has begun. The cancellation position will depend on the nature of the Order, the stage of fulfilment and applicable consumer law.
9.3 Refunds may be considered where an Order is not fulfilled, is materially incorrect, is cancelled before preparation in accordance with the applicable cancellation process, or where applicable law requires a refund. We may require evidence, photographs, delivery/collection information, Business Partner confirmation or other reasonable information before processing a refund or credit.
9.4 Where a refund relates to Business Partner goods or services, the Business Partner may be responsible for the refund as between HolistiQ and that Business Partner, but we may facilitate customer support and payment adjustments through the Platform.
9.5 You must raise issues promptly through the Platform support route. Delay may affect our ability to investigate and may reduce or remove entitlement to a discretionary remedy.
10. Chargebacks and payment disputes
10.1 You should contact us through the Platform before initiating a chargeback or payment dispute so that we can investigate and, where appropriate, resolve the issue promptly.
10.2 We may suspend your Account, withhold Credit, recover costs, reverse rewards or restrict future Platform use where we reasonably believe a chargeback, payment dispute or refund request is abusive, dishonest, duplicative, made after a remedy has already been provided, or otherwise inconsistent with these Terms.
10.3 Nothing in this clause prevents you from exercising lawful rights with your card issuer or payment provider.
11. Rewards, cashback and platform credit
11.1 HolistiQ may offer reward, cashback, loyalty, referral, promotional or platform credit features. Unless expressly stated otherwise, all such rewards are non-cash platform credit only, have no cash value, are not e-money, are not a deposit, are not interest-bearing, are not transferable, are not refundable, are not exchangeable for cash and may be used only on the Platform in accordance with the applicable rules.
11.2 Eligibility, earning rates, reward pools, cashback percentages, participating Business Partners, exclusions, redemption limits, expiry dates, minimum spends, maximum caps and qualifying activity may vary and may be changed, suspended or withdrawn by us at any time where reasonably necessary for legal, regulatory, operational, fraud-prevention, commercial or platform-integrity reasons.
11.3 Credit may be withheld, reversed, cancelled or reduced where an Order is cancelled, refunded, subject to chargeback, suspected of fraud, linked to duplicate accounts, generated by self-dealing, artificial ordering, manipulation, review abuse, promotion stacking, breach of these Terms, Business Partner error or other misuse.
11.4 Credit will not be paid out in cash on closure of your Account, unless applicable law requires otherwise or we expressly agree in writing.
11.5 HolistiQ may amend the methodology for calculating rewards, cashback or platform credit at any time on reasonable notice.
11.6 Credits expire automatically after 12 months unless otherwise stated.
11.7 HolistiQ does not guarantee that any reward programme, cashback scheme or credit offering will continue for any particular period or that any future rewards or benefits will be made available.
11.8 HolistiQ may introduce a digital wallet allowing Customers to hold different forms of Platform value, including promotional credits, referral rewards, loyalty rewards, Community Rewards and other incentives. Different forms of Platform value may be subject to separate programme rules and redemption restrictions.
12. Promotions, referral offers and marketing campaigns
12.1 We may make promotional codes, introductory offers, referral bonuses, Business Partner-funded offers, sponsored visibility placements or other campaigns available from time to time.
12.2 Promotions are subject to any specific terms stated with the promotion and may be withdrawn, amended, refused or capped where reasonably necessary, including where there is error, suspected abuse, unlawful use, technical failure, ineligible activity, duplicate accounts or conflict with these Terms.
12.3 Unless expressly stated otherwise, promotions cannot be combined, sold, transferred, redeemed for cash, used retrospectively or applied to excluded items, taxes, fees, delivery charges or minimum-spend thresholds.
13. Reviews, ratings and user content
13.1 You may be able to submit reviews, ratings, images, comments, preferences, profile information or other content. You must ensure that your content is honest, accurate, lawful, based on genuine experience where represented as a review, not misleading, not defamatory, not abusive, not discriminatory, not obscene, not infringing and not incentivised unless any incentive is clearly disclosed.
13.2 You must not submit fake reviews, use multiple accounts to influence ratings, review your own business or a connected business without disclosure, offer or accept undisclosed incentives for reviews, or manipulate review systems.
13.3 We may moderate, reject, remove, label, de-prioritise or report content where we reasonably consider it unlawful, misleading, fake, suspicious, irrelevant, abusive, non-compliant or harmful to users, Business Partners or HolistiQ.
13.4 You grant us a worldwide, royalty-free, transferable, sub-licensable licence to use, reproduce, display, adapt, distribute and make available your content for Platform operation, moderation, promotion, analytics and improvement, subject to our Privacy Policy where personal data is involved.
14. Suspension, restriction and termination
14.1 We may suspend, restrict or terminate your Account or Platform access where we reasonably believe that you have breached these Terms, misused the Platform, created risk for HolistiQ or others, acted fraudulently or unlawfully, failed security checks, abused rewards/refunds/reviews, or where we are required to do so by law, regulator, payment provider or court order.
14.2 We may also suspend or discontinue parts of the Platform for maintenance, security, legal, technical or operational reasons.
14.3 On termination, your right to use the Platform will cease. Accrued payment obligations, fraud remedies, liability limitations, intellectual property rights, dispute provisions and other clauses intended to survive will continue.
15. Platform availability and changes
15.1 We aim to provide a useful and reliable Platform, but we do not guarantee uninterrupted, error-free, secure or continuous availability. Features may be unavailable during maintenance, outages, third-party failures, high demand, security events or force majeure events.
15.2 We may change, remove, replace, suspend or discontinue Platform features, Business Partner listings, reward mechanics, account tools, promotions or content where reasonably necessary for legal, regulatory, operational, commercial, security or technical reasons.
15A. Artificial Intelligence
15A.1 HolistiQ may use artificial intelligence, machine learning and automated decision-support technologies to improve Platform functionality, including search, recommendations, fraud detection, customer support, analytics, operational efficiency, marketing and service improvements. Where required by applicable law, appropriate human oversight will be maintained.
16. Intellectual property
16.1 All intellectual property rights in the Platform, software, design, databases, branding, logos, text, content, user interface, marketplace structure, reward mechanics and other materials are owned by or licensed to HolistiQ, except for Business Partner content and user content where applicable.
16.2 You are granted a limited, revocable, non-exclusive, non-transferable right to access and use the Platform for your personal lawful use in accordance with these Terms. No rights are transferred to you except as expressly stated.
17. Privacy, cookies and communications
17.1 We will process personal data in accordance with our Privacy Policy. We will use cookies and similar technologies in accordance with our Cookie Policy and applicable cookie consent settings.
17.2 We may send you service communications about your Account, Orders, security, legal updates, support matters, rewards and Platform operation. Marketing communications will be sent only where permitted by law and applicable consent or soft opt-in rules, and you may opt out where required by law.
18. Liability
18.1 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights that cannot lawfully be excluded, or any other liability that cannot be excluded or limited by law.
18.2 Subject to the previous sentence, we are not liable for Business Partner goods or services, inaccurate Business Partner information, allergen or ingredient errors by Business Partners, delivery/collection failures outside our control, third-party payment failures, loss caused by your breach of these Terms, or losses that were not reasonably foreseeable.
18.3 We are not liable for business losses, loss of profit, loss of revenue, loss of goodwill, loss of opportunity or other commercial losses where you use the Platform as a consumer.
18.4 Where we are liable to you, our aggregate liability arising out of or in connection with a particular Order will not exceed the amount paid by you for that Order plus any mandatory statutory remedy, except where such limitation is not permitted by law.
18.5 The Platform is provided on an “as available” and “as is” basis.
18.6 You acknowledge that you have not relied upon any statement, representation or promise not expressly set out in these Terms.
19. Indemnity for misuse
19.1 Where you use the Platform other than as a consumer, or where you misuse the Platform fraudulently, unlawfully or in breach of these Terms, you agree to indemnify HolistiQ against losses, liabilities, claims, costs and expenses arising from that misuse, including chargebacks, payment provider fees, regulatory complaints, third-party claims and enforcement costs.
20. Changes to these Terms
20.1 We may update these Terms from time to time. Material changes will be notified through the Platform, by email or by other reasonable means. The updated Terms will apply from the effective date stated in the notice or, if no date is stated, when made available on the Platform.
20.2 If you do not agree to updated Terms, you must stop using the Platform. Continued use after the effective date will constitute acceptance, except where applicable law requires a different approach.
21. Governing law and disputes
21.1 These Terms are governed by the laws of Scotland. You may bring proceedings in the courts of Scotland, and if you live in England and Wales or Northern Ireland you may also bring proceedings in your local courts where mandatory consumer law permits.
21.2 Before starting formal proceedings, you agree to contact us so that we can try to resolve the issue. This does not affect your statutory rights or any right to seek urgent relief.
21.3 Nothing in these Terms prevents either party from seeking urgent injunctive relief or pursuing any mandatory statutory remedy available under applicable law.
22. Contact details
22.1 HolistiQ customer support:
HolistiQ Lifestyle Limited
Company No. SC823617
5 South Charlotte Street
Edinburgh
Scotland
EH2 4AN
Email: info@holistiqlifestyle.co.uk.
Legal notices should be sent to the registered office or legal contact details stated on the Platform.
23. Electronic Communications
23.1 You consent to receiving notices, disclosures and communications electronically through the Platform or by email. Electronic communications satisfy any legal requirement that such communications be in writing.
24. Third-Party Services
24.1 The Platform may integrate with third-party payment processors, mapping services, analytics providers and other service providers. HolistiQ is not responsible for the availability or performance of third-party services outside its reasonable control.
25. Force Majeure
25.1 HolistiQ shall not be liable for any delay or failure in performance caused by events outside its reasonable control, including acts of God, pandemics, cyber-attacks, internet outages, strikes, governmental action or failures of suppliers or telecommunications providers.
26. Security and Fraud Prevention
26.1 HolistiQ may implement identity verification, fraud screening, transaction monitoring and account reviews. We may suspend accounts, delay withdrawals of credit and request information where reasonably necessary to protect the Platform or comply with legal obligations.
26.2 HolistiQ may periodically carry out authorised penetration testing, vulnerability assessments, security monitoring and other cybersecurity assurance activities to protect the Platform and customer information. Such activities may be undertaken by HolistiQ or approved third-party security professionals and may occur during live Platform operations where reasonably necessary.
27. Regulatory Compliance
27.1 Users must comply with all applicable laws and regulations when using the Platform. HolistiQ may cooperate with law enforcement authorities and regulators and may disclose information where required by law.
28. Sanctions and Restricted Activities
28.1 The Platform may not be used in connection with any unlawful activity, sanctioned person, restricted jurisdiction or prohibited transaction. HolistiQ may terminate access immediately where this clause is breached.
29. Entire Agreement
29.1 These Terms, together with any policies referred to in them, constitute the entire agreement between you and HolistiQ regarding your use of the Platform.
30. Severability
30.1 If any provision of these Terms is held to be unlawful, invalid or unenforceable, the remaining provisions shall continue in full force and effect.
31. No Waiver
31.1 Any failure or delay by HolistiQ in exercising a right or remedy shall not constitute a waiver of that right or remedy.
32. Assignment
32.1 HolistiQ may assign, transfer or subcontract its rights and obligations under these Terms. You may not assign your rights or obligations without HolistiQ’s prior written consent.
HolistiQ Lifestyle
Customer Terms of Use
1. Who we are and what these Terms do
1.1 These Terms of Use govern your access to and use of the HolistiQ Lifestyle Limited (“HolistiQ”) website, web app, customer account, marketplace functionality, ordering journey, promotional features and any related customer services that we make available from time to time (the Platform).
1.2 HolistiQ operates a digital marketplace which enables customers to discover and interact with independent restaurants, cafés, takeaways, food businesses, wellness providers, local service providers, experience providers, merchants and other participating businesses (Business Partners). Unless we expressly state otherwise in the checkout journey, we are not the restaurant, café, takeaway, caterer, food producer, delivery provider, payment processor or supplier of the food, drink, goods or services offered by Business Partners.
1.3 Each order placed through the Platform is made with the relevant Business Partner, not with HolistiQ, except to the limited extent that we provide access to the Platform and any HolistiQ-issued credit, rewards, promotions or customer support tools described in these Terms.
1.4 By creating an account, browsing the Platform, placing an order, redeeming credit, participating in promotions or otherwise using the Platform, you agree to these Terms. If you do not agree, you must not use the Platform.
2. Definitions and interpretation
Account means a customer account registered on the Platform.
Business Partner means an independent third-party restaurant, café, takeaway, local food business, venue, merchant or other partner listed on the Platform.
Credit means non-cash platform credit, reward credit, promotional credit, cashback credit or other credit that we may issue for use on the Platform, subject to these Terms and any applicable promotion terms.
Order means an order, booking, reservation, collection, delivery or purchase request made through or in connection with the Platform.
Partner Terms means the contractual terms between HolistiQ and Business Partners, as amended from time to time.
We, us and our means HolistiQ Lifestyle Limited, the company operating the HolistiQ Lifestyle Platform.
3. Our marketplace role
3.1 HolistiQ provides a technology platform and marketplace infrastructure. We may facilitate discovery, listing, ordering, payment initiation, reward allocation, promotions, customer communications and customer support workflows, but we do not independently verify every listing, menu item, business representation, availability statement, dietary statement, allergen statement, delivery estimate, fulfilment capacity or customer review.
3.2 Business Partners are independent businesses and remain responsible for their own menus, pricing, descriptions, availability, preparation, packaging, food safety, allergen information, fulfilment, complaints handling, legal compliance, taxes, premises, licences, employees, contractors and customer service in relation to their goods and services.
3.3 Nothing in these Terms makes any Business Partner our employee, worker, agent, franchisee, representative or subcontractor. We are not responsible for the acts, omissions, goods or services of Business Partners except where applicable law provides otherwise or where we have expressly accepted responsibility in writing.
4. Eligibility and account registration
4.1 You must be at least 18 years old, or the age of legal capacity in your jurisdiction if higher, to create an Account or place an Order unless we expressly permit a different age threshold for a particular feature.
4.2 You must provide accurate, complete and current registration, contact, payment and delivery/collection information and keep it up to date.
4.3 You are responsible for maintaining the confidentiality of your login details and for all activity carried out through your Account, whether or not authorised by you, except where unauthorised activity arises directly from our failure to use reasonable care and skill.
4.4 You must notify us promptly if you believe your Account has been compromised. We may require identity, security or fraud-prevention checks before restoring access or processing credits, refunds or orders.
5. Use of the Platform
5.1 You may use the Platform only for lawful personal, domestic and consumer purposes, unless we expressly agree otherwise in writing.
5.2 You must not misuse the Platform, interfere with its operation, scrape or harvest data, reverse engineer any part of it, use bots or automated tools, create duplicate or misleading accounts, manipulate rewards or reviews, submit false orders, abuse refund processes, commit fraud, attempt chargebacks dishonestly, upload unlawful content or engage in conduct that harms HolistiQ, Business Partners, other users or the integrity of the marketplace.
5.3 We may introduce or update acceptable use rules, community standards, review rules, reward rules, promotional rules and operational policies from time to time. Those policies form part of these Terms where they are made available on or through the Platform.
6. Business Partner listings, menus and information
6.1 Business Partner listings, menus, pricing, imagery, availability, delivery radius, collection times, dietary descriptions, allergen statements, promotional statements and other content may be provided by the relevant Business Partner or obtained from third-party sources. We take reasonable steps to support accurate marketplace information, but you acknowledge that operational details can change quickly.
6.2 Before placing an Order, you must review all relevant information and raise any dietary, allergen, intolerance, ingredient, food safety, religious, ethical, accessibility or special requirement directly with the relevant Business Partner where appropriate. You must not rely solely on Platform tags, filters, icons or summaries for allergy or health-critical decisions.
6.3 We may remove, suspend, amend or de-prioritise listings or content where we consider that it may be inaccurate, unlawful, misleading, harmful, non-compliant, out of date, subject to complaint or otherwise unsuitable.
7. Orders and contract formation
7.1 The Platform may allow you to place Orders with Business Partners. The precise order flow, acceptance mechanism, cancellation window and fulfilment arrangements may vary by Business Partner and by Order type.
7.2 An Order is not accepted merely because you submit it on the Platform. Acceptance occurs only when the relevant Business Partner confirms acceptance, begins preparing the Order, or otherwise accepts the Order in the manner described in the checkout journey.
7.3 We may reject, cancel or suspend Orders where payment authorisation fails, the Business Partner is unavailable, the requested items are unavailable, fraud or misuse is suspected, an error is identified, the Order breaches these Terms, or fulfilment would be unsafe, unlawful or impracticable.
7.4 You are responsible for checking your Order before submission, including items, quantities, collection/delivery details, contact details, promotional codes, credit use and total price.
8. Pricing, fees and payment
8.1 Prices, fees, service charges, delivery charges, taxes and other amounts will be displayed in the order journey before you commit to pay. We may change how prices and charges are presented to reflect legal requirements, operational constraints and Business Partner pricing updates.
8.2 Business Partners are responsible for setting their own item prices unless expressly stated otherwise. Prices may differ from prices offered by the same Business Partner elsewhere.
8.3 Payments are currently processed using Stripe or such alternative payment processor as HolistiQ may appoint from time to time.
8.4 We are not responsible for payment delays, bank fees, card issuer charges, failed authorisations or currency conversion charges caused by your bank, card issuer, payment provider or inaccurate payment details.
9. Customer rights, refunds, cancellations and complaints
9.1 Your statutory rights are not affected. Nothing in these Terms excludes or limits rights that cannot lawfully be excluded or limited.
9.2 Food, drink and perishable or made-to-order items may have limited cancellation rights once accepted or preparation has begun. The cancellation position will depend on the nature of the Order, the stage of fulfilment and applicable consumer law.
9.3 Refunds may be considered where an Order is not fulfilled, is materially incorrect, is cancelled before preparation in accordance with the applicable cancellation process, or where applicable law requires a refund. We may require evidence, photographs, delivery/collection information, Business Partner confirmation or other reasonable information before processing a refund or credit.
9.4 Where a refund relates to Business Partner goods or services, the Business Partner may be responsible for the refund as between HolistiQ and that Business Partner, but we may facilitate customer support and payment adjustments through the Platform.
9.5 You must raise issues promptly through the Platform support route. Delay may affect our ability to investigate and may reduce or remove entitlement to a discretionary remedy.
10. Chargebacks and payment disputes
10.1 You should contact us through the Platform before initiating a chargeback or payment dispute so that we can investigate and, where appropriate, resolve the issue promptly.
10.2 We may suspend your Account, withhold Credit, recover costs, reverse rewards or restrict future Platform use where we reasonably believe a chargeback, payment dispute or refund request is abusive, dishonest, duplicative, made after a remedy has already been provided, or otherwise inconsistent with these Terms.
10.3 Nothing in this clause prevents you from exercising lawful rights with your card issuer or payment provider.
11. Rewards, cashback and platform credit
11.1 HolistiQ may offer reward, cashback, loyalty, referral, promotional or platform credit features. Unless expressly stated otherwise, all such rewards are non-cash platform credit only, have no cash value, are not e-money, are not a deposit, are not interest-bearing, are not transferable, are not refundable, are not exchangeable for cash and may be used only on the Platform in accordance with the applicable rules.
11.2 Eligibility, earning rates, reward pools, cashback percentages, participating Business Partners, exclusions, redemption limits, expiry dates, minimum spends, maximum caps and qualifying activity may vary and may be changed, suspended or withdrawn by us at any time where reasonably necessary for legal, regulatory, operational, fraud-prevention, commercial or platform-integrity reasons.
11.3 Credit may be withheld, reversed, cancelled or reduced where an Order is cancelled, refunded, subject to chargeback, suspected of fraud, linked to duplicate accounts, generated by self-dealing, artificial ordering, manipulation, review abuse, promotion stacking, breach of these Terms, Business Partner error or other misuse.
11.4 Credit will not be paid out in cash on closure of your Account, unless applicable law requires otherwise or we expressly agree in writing.
11.5 HolistiQ may amend the methodology for calculating rewards, cashback or platform credit at any time on reasonable notice.
11.6 Credits expire automatically after 12 months unless otherwise stated.
11.7 HolistiQ does not guarantee that any reward programme, cashback scheme or credit offering will continue for any particular period or that any future rewards or benefits will be made available.
11.8 HolistiQ may introduce a digital wallet allowing Customers to hold different forms of Platform value, including promotional credits, referral rewards, loyalty rewards, Community Rewards and other incentives. Different forms of Platform value may be subject to separate programme rules and redemption restrictions.
12. Promotions, referral offers and marketing campaigns
12.1 We may make promotional codes, introductory offers, referral bonuses, Business Partner-funded offers, sponsored visibility placements or other campaigns available from time to time.
12.2 Promotions are subject to any specific terms stated with the promotion and may be withdrawn, amended, refused or capped where reasonably necessary, including where there is error, suspected abuse, unlawful use, technical failure, ineligible activity, duplicate accounts or conflict with these Terms.
12.3 Unless expressly stated otherwise, promotions cannot be combined, sold, transferred, redeemed for cash, used retrospectively or applied to excluded items, taxes, fees, delivery charges or minimum-spend thresholds.
13. Reviews, ratings and user content
13.1 You may be able to submit reviews, ratings, images, comments, preferences, profile information or other content. You must ensure that your content is honest, accurate, lawful, based on genuine experience where represented as a review, not misleading, not defamatory, not abusive, not discriminatory, not obscene, not infringing and not incentivised unless any incentive is clearly disclosed.
13.2 You must not submit fake reviews, use multiple accounts to influence ratings, review your own business or a connected business without disclosure, offer or accept undisclosed incentives for reviews, or manipulate review systems.
13.3 We may moderate, reject, remove, label, de-prioritise or report content where we reasonably consider it unlawful, misleading, fake, suspicious, irrelevant, abusive, non-compliant or harmful to users, Business Partners or HolistiQ.
13.4 You grant us a worldwide, royalty-free, transferable, sub-licensable licence to use, reproduce, display, adapt, distribute and make available your content for Platform operation, moderation, promotion, analytics and improvement, subject to our Privacy Policy where personal data is involved.
14. Suspension, restriction and termination
14.1 We may suspend, restrict or terminate your Account or Platform access where we reasonably believe that you have breached these Terms, misused the Platform, created risk for HolistiQ or others, acted fraudulently or unlawfully, failed security checks, abused rewards/refunds/reviews, or where we are required to do so by law, regulator, payment provider or court order.
14.2 We may also suspend or discontinue parts of the Platform for maintenance, security, legal, technical or operational reasons.
14.3 On termination, your right to use the Platform will cease. Accrued payment obligations, fraud remedies, liability limitations, intellectual property rights, dispute provisions and other clauses intended to survive will continue.
15. Platform availability and changes
15.1 We aim to provide a useful and reliable Platform, but we do not guarantee uninterrupted, error-free, secure or continuous availability. Features may be unavailable during maintenance, outages, third-party failures, high demand, security events or force majeure events.
15.2 We may change, remove, replace, suspend or discontinue Platform features, Business Partner listings, reward mechanics, account tools, promotions or content where reasonably necessary for legal, regulatory, operational, commercial, security or technical reasons.
15A. Artificial Intelligence
15A.1 HolistiQ may use artificial intelligence, machine learning and automated decision-support technologies to improve Platform functionality, including search, recommendations, fraud detection, customer support, analytics, operational efficiency, marketing and service improvements. Where required by applicable law, appropriate human oversight will be maintained.
16. Intellectual property
16.1 All intellectual property rights in the Platform, software, design, databases, branding, logos, text, content, user interface, marketplace structure, reward mechanics and other materials are owned by or licensed to HolistiQ, except for Business Partner content and user content where applicable.
16.2 You are granted a limited, revocable, non-exclusive, non-transferable right to access and use the Platform for your personal lawful use in accordance with these Terms. No rights are transferred to you except as expressly stated.
17. Privacy, cookies and communications
17.1 We will process personal data in accordance with our Privacy Policy. We will use cookies and similar technologies in accordance with our Cookie Policy and applicable cookie consent settings.
17.2 We may send you service communications about your Account, Orders, security, legal updates, support matters, rewards and Platform operation. Marketing communications will be sent only where permitted by law and applicable consent or soft opt-in rules, and you may opt out where required by law.
18. Liability
18.1 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights that cannot lawfully be excluded, or any other liability that cannot be excluded or limited by law.
18.2 Subject to the previous sentence, we are not liable for Business Partner goods or services, inaccurate Business Partner information, allergen or ingredient errors by Business Partners, delivery/collection failures outside our control, third-party payment failures, loss caused by your breach of these Terms, or losses that were not reasonably foreseeable.
18.3 We are not liable for business losses, loss of profit, loss of revenue, loss of goodwill, loss of opportunity or other commercial losses where you use the Platform as a consumer.
18.4 Where we are liable to you, our aggregate liability arising out of or in connection with a particular Order will not exceed the amount paid by you for that Order plus any mandatory statutory remedy, except where such limitation is not permitted by law.
18.5 The Platform is provided on an “as available” and “as is” basis.
18.6 You acknowledge that you have not relied upon any statement, representation or promise not expressly set out in these Terms.
19. Indemnity for misuse
19.1 Where you use the Platform other than as a consumer, or where you misuse the Platform fraudulently, unlawfully or in breach of these Terms, you agree to indemnify HolistiQ against losses, liabilities, claims, costs and expenses arising from that misuse, including chargebacks, payment provider fees, regulatory complaints, third-party claims and enforcement costs.
20. Changes to these Terms
20.1 We may update these Terms from time to time. Material changes will be notified through the Platform, by email or by other reasonable means. The updated Terms will apply from the effective date stated in the notice or, if no date is stated, when made available on the Platform.
20.2 If you do not agree to updated Terms, you must stop using the Platform. Continued use after the effective date will constitute acceptance, except where applicable law requires a different approach.
21. Governing law and disputes
21.1 These Terms are governed by the laws of Scotland. You may bring proceedings in the courts of Scotland, and if you live in England and Wales or Northern Ireland you may also bring proceedings in your local courts where mandatory consumer law permits.
21.2 Before starting formal proceedings, you agree to contact us so that we can try to resolve the issue. This does not affect your statutory rights or any right to seek urgent relief.
21.3 Nothing in these Terms prevents either party from seeking urgent injunctive relief or pursuing any mandatory statutory remedy available under applicable law.
22. Contact details
22.1 HolistiQ customer support:
HolistiQ Lifestyle Limited
Company No. SC823617
5 South Charlotte Street
Edinburgh
Scotland
EH2 4AN
Email: info@holistiqlifestyle.co.uk.
Legal notices should be sent to the registered office or legal contact details stated on the Platform.
23. Electronic Communications
23.1 You consent to receiving notices, disclosures and communications electronically through the Platform or by email. Electronic communications satisfy any legal requirement that such communications be in writing.
24. Third-Party Services
24.1 The Platform may integrate with third-party payment processors, mapping services, analytics providers and other service providers. HolistiQ is not responsible for the availability or performance of third-party services outside its reasonable control.
25. Force Majeure
25.1 HolistiQ shall not be liable for any delay or failure in performance caused by events outside its reasonable control, including acts of God, pandemics, cyber-attacks, internet outages, strikes, governmental action or failures of suppliers or telecommunications providers.
26. Security and Fraud Prevention
26.1 HolistiQ may implement identity verification, fraud screening, transaction monitoring and account reviews. We may suspend accounts, delay withdrawals of credit and request information where reasonably necessary to protect the Platform or comply with legal obligations.
26.2 HolistiQ may periodically carry out authorised penetration testing, vulnerability assessments, security monitoring and other cybersecurity assurance activities to protect the Platform and customer information. Such activities may be undertaken by HolistiQ or approved third-party security professionals and may occur during live Platform operations where reasonably necessary.
27. Regulatory Compliance
27.1 Users must comply with all applicable laws and regulations when using the Platform. HolistiQ may cooperate with law enforcement authorities and regulators and may disclose information where required by law.
28. Sanctions and Restricted Activities
28.1 The Platform may not be used in connection with any unlawful activity, sanctioned person, restricted jurisdiction or prohibited transaction. HolistiQ may terminate access immediately where this clause is breached.
29. Entire Agreement
29.1 These Terms, together with any policies referred to in them, constitute the entire agreement between you and HolistiQ regarding your use of the Platform.
30. Severability
30.1 If any provision of these Terms is held to be unlawful, invalid or unenforceable, the remaining provisions shall continue in full force and effect.
31. No Waiver
31.1 Any failure or delay by HolistiQ in exercising a right or remedy shall not constitute a waiver of that right or remedy.
32. Assignment
32.1 HolistiQ may assign, transfer or subcontract its rights and obligations under these Terms. You may not assign your rights or obligations without HolistiQ’s prior written consent.