Terms and Conditions

Prime Fuel UK provides freshly prepared, chef-made meal plans, individual meals, breakfast products and related food products through our website.

Prime Fuel UK is operated by:

References to “Prime Fuel UK”, “we”, “us” or “our” mean the business identified above. References to “you” or “your” mean the person using our website or placing an order.

You must be at least 18 years old and legally capable of entering into a contract to place an order through our website.

You are responsible for ensuring that all information supplied during checkout is complete and accurate. This includes your name, delivery address, postcode, telephone number, email address, meal selections and delivery instructions.

We may refuse or cancel an order where we reasonably believe that:

• The information provided is incomplete or inaccurate.
• The order is fraudulent or unauthorised.
• Payment has not been received.
• The delivery address is outside our delivery area.
• Fulfilling the order would present a food safety or allergen risk.
• We are unable to fulfil the order for another reasonable operational reason.

Our meals are prepared using the ingredients and recipes shown on our website or menu at the time you order.

Photographs are provided for illustrative purposes. Because our meals are prepared by hand, their appearance, presentation, ingredient distribution and portion shape may vary slightly from the photographs displayed.

Menus may operate on a rotating schedule and may change from week to week. The menu available to you will be the menu displayed during the relevant ordering period.

Availability of individual meals is not guaranteed until your order has been accepted.

Prime Fuel UK may offer meal plans containing different numbers of meals, including plans for 5, 10, 15 or 20 meals.

The current price and contents of each meal plan will be shown on the website before checkout.

When using our meal builder, you are responsible for:

• Selecting the correct meal plan.
• Choosing the required number of meals.
• Selecting any breakfast products.
• Choosing your available delivery day or delivery days.
• Reviewing your completed order before payment.

You may not be able to complete checkout until the required number of meal selections has been made.

Where a customer selects fewer meals than their chosen plan requires, we may contact the customer, repeat selected meals or choose suitable replacements. We will only do this where it is reasonably necessary to fulfil the order.

Any weekly reminder sent by Prime Fuel UK is a reminder only. It does not automatically place an order or charge your payment method unless you have specifically selected and agreed to a recurring order or subscription at checkout.

Unless a product or checkout page clearly states otherwise, all Prime Fuel UK orders are one-off purchases.

Where we offer a recurring order or subscription, the following information will be clearly displayed before you place the order:

• How often you will be charged.
• The amount or method used to calculate each charge.
• The delivery frequency.
• How to skip, pause or cancel.
• The minimum commitment, if any.
• The deadline for making changes to an upcoming order.

You authorise us to charge the payment method supplied for each recurring order until the recurring arrangement is cancelled.

You must cancel, skip or amend an upcoming recurring order before the order cut-off shown in your account or subscription confirmation. Orders already being prepared may not be cancellable because the products are fresh and perishable.

We will not convert a one-off purchase into a recurring order without your express agreement.

Our meals may contain or come into contact with allergens, including:

• Cereals containing gluten
• Crustaceans
• Eggs
• Fish
• Peanuts
• Soya
• Milk
• Tree nuts
• Celery
• Mustard
• Sesame
• Sulphur dioxide and sulphites
• Lupin
• Molluscs

Allergen information will be provided on our website, product pages, menu information or meal labels, as appropriate.

You must review the relevant allergen and ingredient information before placing your order and again before consuming each meal.

Our meals are prepared in an environment where multiple allergens are handled. Unless we expressly confirm otherwise in writing, we cannot guarantee that any meal is completely free from traces of a particular allergen.

Terms such as “high-protein”, “low-carb”, “vegetarian” or similar descriptions do not mean that a meal is suitable for every allergy, intolerance, medical condition or dietary requirement.

Order notes must not be used as the only method of informing us about a serious allergy. Customers with allergies or intolerances should contact us directly before ordering.

If you or the person consuming the meal has a severe allergy, you must contact us before placing an order so that you can decide whether our preparation environment and products are suitable.

We reserve the right to decline an order where we cannot safely accommodate a stated allergy or dietary requirement.

Any calories, protein, carbohydrates, fat, portion weights or other nutritional values shown on our website or packaging are calculated estimates unless expressly stated otherwise.

Natural differences in ingredients, preparation methods and portioning may result in reasonable variations from the nutritional information displayed.

Our meals and nutritional information are not medical advice and are not intended to diagnose, treat, cure or prevent any disease or health condition.

You are responsible for deciding whether our meals are suitable for your personal requirements. You should seek advice from a doctor, registered dietitian or another suitably qualified healthcare professional where appropriate.

Prime Fuel UK does not guarantee weight loss, muscle gain, improved fitness or any other specific health or performance result.

Your order is an offer to purchase the products listed in your basket.

After placing an order, you should receive an automated confirmation email. This confirms that we have received your order but does not necessarily mean that we have accepted it.

A binding contract is formed when we confirm that your order has been accepted or when we begin preparing your meals, whichever happens first.

Please check your confirmation carefully and contact us immediately if any information is incorrect.

We may contact you if we require further information to process your order.

Orders and changes must be submitted before the cut-off shown on our website.

The exact cut-off may vary around public holidays, seasonal closures, exceptional demand or operational disruption.

Before the cut-off, you may request to:

• Change meal selections.
• Change the delivery day.
• Update the delivery address.
• Add or remove eligible products.
• Cancel the order.

Changes are not confirmed until accepted by us.

After the cut-off, ingredients may have been ordered and food preparation may have started. We therefore cannot guarantee that changes or cancellations can be accepted.

All prices are displayed in pounds sterling.

Prices include VAT where VAT is applicable unless stated otherwise.

Delivery charges and any other applicable fees will be shown before you complete payment.

We may change our prices at any time. Price changes will not normally affect orders already accepted and paid for, unless an obvious pricing error has occurred.

If a product is mistakenly listed at an incorrect price, we may cancel the order and issue a full refund or contact you to ask whether you wish to proceed at the correct price.

Payment must be made using one of the payment methods available at checkout.

You confirm that:

• You are authorised to use the payment method supplied.
• The payment information is accurate.
• Sufficient funds are available to complete the transaction.

Payments may be processed by third-party payment providers. We do not normally receive or store your complete card details.

An order may be delayed or cancelled if payment is declined, reversed or identified as potentially fraudulent.

Discount codes and promotional offers are subject to their individual terms.

Unless stated otherwise:

• Only one discount code may be used per order.
• Discounts cannot be exchanged for cash.
• Discounts cannot be applied retrospectively.
• Delivery charges may be excluded.
• Promotions may be withdrawn or amended before an order is placed.
• Codes may not be copied, sold, transferred or used fraudulently.

We may cancel an order or remove a discount where we reasonably believe a promotion has been misused.

Our menus depend on the availability and quality of fresh ingredients.

We may occasionally need to change an ingredient, recipe, side dish or meal because of supplier availability, quality issues or circumstances outside our reasonable control.

Any substitution will be selected carefully and will aim to be of equivalent quality and value.

We will not knowingly make a substitution that changes the declared allergen information without providing updated allergen information.

Where a significant substitution is required, we will try to contact you using the details supplied with your order.

If no suitable substitute is available, we may remove the affected product and provide an appropriate refund or credit.

We currently deliver only to addresses within the delivery areas and postcodes accepted by our website.

Entering an address during checkout does not guarantee that delivery is available until the order has been accepted.

We may add, remove or amend delivery areas at any time.

We do not deliver to PO boxes or addresses where safe and lawful access cannot be obtained.

Available delivery days will be shown during checkout.

You are responsible for selecting the correct delivery day or delivery days.

Any delivery time or delivery window provided is an estimate rather than a guaranteed appointment unless we expressly agree otherwise.

Deliveries may be affected by:

• Traffic.
• Weather.
• Vehicle breakdowns.
• Road closures.
• High order volumes.
• Access issues.
• Supplier disruption.
• Other circumstances outside our reasonable control.

We will take reasonable steps to keep you informed of significant delays.

You must ensure that someone is available to receive the delivery or that suitable delivery instructions have been provided.

Our drivers must be able to access the delivery address safely and lawfully.

Where you ask us to leave an order in a nominated safe place, with a neighbour, reception desk or another nominated person, you authorise us to complete delivery in that manner.

Delivery will be treated as completed when the order has been:

• Handed to you.
• Handed to a person at the delivery address.
• Handed to your nominated neighbour or representative.
• Left in the safe place you specified.

We may take a photograph or record delivery information as evidence that delivery has been completed.

You are responsible for collecting and refrigerating the food promptly after delivery.

We may be unable to complete delivery where:

• The address supplied is incorrect or incomplete.
• There is no safe access to the property.
• No one is available and no safe-place instruction has been provided.
• Entry codes or access instructions are missing.
• The driver would be placed at risk.
• Leaving the meals would create a food safety risk.

Because our meals are fresh and perishable, we may be unable to return and redeliver them.

Where delivery fails because of information or circumstances within your control, we may charge a reasonable redelivery fee or be unable to provide a refund for the affected meals.

This does not apply where delivery failed because of an error by Prime Fuel UK or our delivery provider.

You should inspect your delivery as soon as reasonably possible.

Please contact us promptly if:

• Products are missing.
• You have received the wrong meals.
• Packaging is damaged or open.
• The meals appear unsafe.
• The delivery has arrived in an unsuitable condition.
• There is another quality problem.

Where possible, please contact us within 24 hours of delivery and provide:

• Your order number.
• Details of the issue.
• Photographs of the affected product and packaging.
• The product label and use-by date.

The 24-hour reporting request helps us investigate fresh-food complaints. It does not remove or reduce your statutory consumer rights.

Do not consume food that you reasonably believe may be unsafe.

Our meals are perishable and must be handled carefully.

Unless the product label states otherwise, you must:

• Refrigerate meals promptly after delivery.
• Keep chilled meals at 5°C or below.
• Follow the use-by date.
• Follow all storage, freezing and defrosting instructions.
• Follow the reheating instructions supplied.
• Ensure reheated food is steaming hot throughout.
• Only reheat a meal once.
• Never consume a product where the packaging is damaged, swollen or unsealed.

Use-by dates relate to food safety and must not be ignored.

Prime Fuel UK is not responsible for deterioration caused by a customer failing to store, refrigerate, freeze, defrost or reheat meals in accordance with the instructions provided.

Prime Fuel UK meals are fresh, made to order and liable to deteriorate or expire rapidly.

As a result, the standard statutory 14-day change-of-mind cancellation right that applies to many online purchases will not normally apply to our perishable food products.

You may cancel an order before the applicable order cut-off by contacting us using the details in these terms.

Once the order cut-off has passed or preparation has started, cancellation and refund requests may be refused unless:

• The product is faulty.
• The product is unsafe.
• The product is not as described.
• We have failed to deliver as agreed.
• We agree to the cancellation.
• You have another legal right to a refund.

Any cancellation we agree to as a gesture of goodwill does not require us to accept similar cancellations in the future.

If a product is faulty, unsafe, damaged, missing or not as described, please contact us as soon as reasonably possible.

Depending on the circumstances, we may offer:

• A replacement.
• A refund for the affected product.
• An account credit.
• A partial refund.
• Another appropriate remedy.

Refunds will normally be made to the original payment method.

We may request photographs or other reasonable evidence so that we can investigate the issue.

We are not required to provide a refund where:

• You simply dislike the taste of a correctly prepared meal.
• You selected the wrong meal or delivery day.
• You provided incorrect delivery information.
• The meal was not stored or reheated correctly.
• The product was consumed despite an obvious problem.
• The issue results from reasonable natural variation.
• The request is fraudulent or abusive.

Nothing in this section limits your statutory rights.

You may be able to create an account to manage orders, delivery details or meal preferences.

You are responsible for:

• Keeping your login information confidential.
• Preventing unauthorised access to your account.
• Providing accurate information.
• Notifying us promptly if you believe your account has been compromised.

We may suspend or close an account where it has been used fraudulently, unlawfully or in breach of these terms.

You must not:

• Misuse or interfere with our website.
• Attempt to gain unauthorised access to our systems.
• Introduce malware, viruses or harmful code.
• Scrape or copy website content without permission.
• Place fraudulent orders.
• Abuse discount codes or promotions.
• Submit false complaints or refund requests.
• Use the website for unlawful purposes.

We may restrict access to the website where reasonably necessary to protect our business, customers or systems.

All website content, including our name, branding, logos, photographs, graphics, recipes, meal descriptions, written content, videos and website design, belongs to Prime Fuel UK or our licensors.

You may use the website for personal, non-commercial purposes only.

You must not reproduce, modify, distribute, sell or commercially exploit our content without prior written permission.

We process personal information in accordance with our Privacy Policy.

We may use your information to:

• Process and deliver orders.
• Communicate about your order.
• Manage payments and refunds.
• Provide customer support.
• Prevent fraud.
• Operate our website.
• Send marketing communications where you have provided the necessary consent.

Our Privacy Policy should be read alongside these Terms and Conditions.

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not foreseeable when the contract was formed.

We do not exclude or limit liability where it would be unlawful to do so, including liability for:

• Death or personal injury caused by our negligence.
• Fraud or fraudulent misrepresentation.
• Defective products where liability cannot legally be excluded.
• Breach of your statutory consumer rights.

Prime Fuel UK supplies products for personal and domestic use. We are not responsible for business losses where you use our products for a commercial purpose without a separate written agreement.

We are not responsible for a customer’s personal dietary, fitness, weight or performance results.

We are not responsible for delays or failures caused by circumstances outside our reasonable control.

These may include:

• Severe weather.
• Flooding or fire.
• Accidents.
• Road closures.
• Vehicle breakdowns.
• Strikes.
• Supplier failures.
• Utility or internet outages.
• Public health emergencies.
• Government restrictions.
• Other events we could not reasonably prevent.

Where such an event affects an accepted order, we will take reasonable steps to contact you and minimise the disruption.

Where we cannot fulfil the order, we may offer an alternative delivery date, account credit or refund.

We may update these Terms and Conditions to reflect changes to:

• Our services.
• Our delivery arrangements.
• Our ordering process.
• Applicable laws.
• Payment methods.
• Our business operations.

The version applying to your order will normally be the version available when the order was placed.

The latest version will always be published on our website with the date it was last updated.

We aim to resolve complaints fairly and promptly.

Complaints should be sent to:

Please include your name, order number and a clear description of the issue.

We will acknowledge and investigate your complaint within a reasonable period.

If any part of these terms is found to be unlawful, invalid or unenforceable, the remaining sections will continue to apply.

If we do not immediately enforce a right under these terms, this does not mean that we have waived that right.

These terms are between you and Prime Fuel UK.

No other person has the right to enforce these terms, except where the law provides otherwise.

These Terms and Conditions are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland, you may also benefit from mandatory consumer protections and may be entitled to bring proceedings in the courts of the country in which you live.

For questions about these Terms and Conditions or an existing order, contact: