Terms of service

Last updated on: November 9, 2025

Terms & Conditions – Paket Limited

1. About Us, Products & Services

This website is operated by Paket Limited (“Paket”, “we”, “us”, “our”), company number 15943405, registered in England and Wales. 
“Services” means our weekly meal delivery services, including order processing, preparation, packaging, and delivery of meals to our customers, which are offered through various communication channels (see below). 
“Products” means the meals, meal kits, or other food items prepared and sold by Paket through our Services. 
“Dukkan” “Dükkan” means our sister brand operated by Paket Limited, which hosts culinary events, chef collaborations, and brand partnerships. Dukkan may sell event tickets and may include Paket Products or third-party products. 
“Store” means our digital ordering channels, including our Website (www.paket.london), our Instagram account [@paket.london],  and our WhatsApp Community. Our Products can only be purchased through our Store.
Our communication channels 
Instagram: customers may follow our Instagram page [@paket.london] to receive menu drops and updates and may place orders via Direct Message. 
WhatsApp: customers can join our WhatsApp Community for weekly menu updates, reminders, and ordering links. 
Website: orders may also be placed via our online store at www.paket.london, which is powered by Shopify; please visit Shopify to view their terms and conditions as applicable to your use of their platform.
Order cycle and delivery: Menus are usually released every Tuesday, although the timing of releases is subject to change. Orders must be placed by Friday of the same week. Deliveries take place on the following Monday or Tuesday for regional deliveries.
Please read these Terms of Service carefully before accessing our Store or using the Services. By visiting our Store or placing an order, you agree to be bound by these terms and conditions (“Terms of Service”, “Terms”), including those additional terms and policies referenced herein and/or available by hyperlink. Please refer to third party links for terms and conditions applicable to you by third parties in relation to our Store, Products and Services. These Terms apply to all users of our Store, Products and Services, including customers of Paket and Dukkan and, without limitation, users who are browsers, vendors, merchants, and contributors of our content.

2. Accounts & Payments

Customers who place an order on our website may create a Shopify account to track and view their orders. Account creation and login is handled by Shopify using an email-based verification code. Please visit Shopify’s website to view their terms and conditions, which apply when you create and use an account. Paket only accesses information necessary to deliver your order, such as delivery address, phone number, allergen information, order details, and any special requests related to your order. We do not obtain account credentials such as passwords from Shopify. To sign in to your account you will need to enter your email address, then a verification code will be sent to you. You will need this code to sign in to your Shopify account, and a new code is generated each time you sign in. Shopify or its third-party tools may collect information about your age in order to verify your age when alcoholic beverages are sold on our website for events. Paket may also view your marketing preferences if you opt in to our newsletters.
You agree to provide current, complete, and accurate purchase and account information for all purchases made at our Store, and to promptly update your account and other information, including your email address and payment details, so that we can complete transactions and contact you as needed. Payments are processed securely through Shopify. Paket do not store card or banking details. Any issues relating to loss of, or unauthorised access to, your financial details are not our responsibility; please refer to Shopify’s terms for information on how your payment data is processed.

3. Orders, Cancellations & Refunds

You are responsible for reviewing and confirming your order before submission. During checkout you will be able to review and amend your order details before submitting your order. We will confirm receipt by email. Order confirmation and updates cannot be made through your Shopify account; order status updates, including location and estimated delivery, may be provided via email or WhatsApp.
We may cancel orders in certain circumstances, including where a Product is out of stock, where we cannot verify your age for age-restricted products, where your location falls outside our delivery zones, or where a Product has been mispriced. In such cases, we will notify you via email or telephone and provide a refund or credit. We reserve the right to refuse any order you place with us and may, at our sole discretion, limit or cancel quantities purchased per person, per household, or per order, including orders placed under the same customer account, the same payment card, and/or using the same billing or shipping address. We may limit or prohibit orders that, in our judgment, appear to be placed by dealers, resellers, or distributors. 
Perishable goods. Products must be refrigerated immediately upon delivery and consumed within the shelf life indicated on the packaging. Because our Products are made to order and perishable, you do not have the statutory 14-day cooling-off right under the applicable consumer legislation. You may request changes to your order within 24 hours of placing it by contacting us on WhatsApp. We will endeavour to accommodate your request but cannot guarantee changes. Cancellations made before preparation begins may be eligible for a discretionary refund. Once preparation has begun, cancellations are not possible. If Products are defective, not as described, or fail to arrive, please contact us at hello@paket.london within 24 hours of delivery. Depending on the issue, we may provide a refund, replacement, or credit within 14 days. Defective perishable Products should be disposed of safely by you; you are not required to return them.
Non-perishable goods. For non-perishable goods (for example, ambient pantry products, sealed packaged items, or branded merchandise), you have a statutory right to cancel your order within 14 days of delivery without giving any reason. To exercise this right, you must inform us of your decision to cancel by sending a clear statement to hello@paket.london quoting your order number. You must then return the goods to us within 14 days of notifying us. You will be responsible for paying the cost of return postage unless the goods are faulty, misdescribed, or otherwise non-conforming. We recommend using a tracked service and retaining proof of postage. Returned goods must be unused, in a resaleable condition, and include all original packaging, labels, and accessories. We may deduct from your refund any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
If you cancel the delivery of non-perishable goods, we will reimburse all payments received for those goods, including the cost of standard delivery (but excluding any premium delivery options you selected). Reimbursement will be made without undue delay and no later than 14 days after we receive the goods back or you provide evidence of having returned them, whichever occurs first. We will make the reimbursement using the same payment method used for the initial transaction.
Exemptions. The right to cancel does not apply to: personalised or custom-made goods; sealed items that are not suitable for return for health protection or hygiene reasons once unsealed; goods that are inseparably mixed with other items after delivery. Your statutory rights in respect of faulty or misdescribed goods are not affected.
Mixed orders. If your order contains both perishable and non-perishable goods, your cancellation rights apply only to the non-perishable goods in that order. Refunds will be apportioned accordingly.

4. Delivery

Delivery is available in London (selected postcodes) and certain regions within the United Kingdom. We currently deliver to mainland England, Scotland, and Wales and do not deliver to Northern Ireland, the Isle of Man, the Scottish Islands, or the Channel Islands. Please review our Website for the must up to date information on delivery zones.
We will make every effort to deliver your Products on the specified delivery date and time; however, delivery dates are estimates only and we are not responsible for delays outside our control.
Delivery charges:
Orders under £40 are subject to a £10 delivery fee; 
Orders of £40 and above are subject to a £5 delivery fee; 
Orders of £90 and above are free delivery.
You are responsible for providing accurate delivery information. Delivery will be completed when we, or our delivery partner, deliver the Products to your address. If no one is present to receive the delivery, the Products may be left according to your delivery instructions or in a suitable location. Our delivery partners will contact you for a suitable location to leave the Products. Once delivered, the Products are your responsibility, including where no one is available to receive the delivery and the Products have been left as per your instructions or in a suitable location. You must check the Products upon delivery and ensure that they are stored appropriately.
We will not be liable for any failure or delay in delivering our Products caused by circumstances beyond our reasonable control. If such an event occurs, we will contact you as soon as reasonably possible and make reasonable efforts to minimise the impact. You may contact us at hello@paket.london to cancel the order and receive a refund where delivery cannot be fulfilled. 
Our delivery costs are reviewed regularly and may be subject to change depending on rising costs and fees applied by our delivery partners. We use DPD as our delivery partner for regional deliveries and other third-party carriers for deliveries within London. We reserve the right to change our delivery partners at our discretion.
For regional deliveries, Products are transported in insulated containers. We take reasonable steps to preserve freshness; however, due to unforeseen delivery events in regional areas, we do not accept responsibility for deterioration attributable to courier delays outside our control. 

5. Products & Services

Our Products are delivered in recyclable, microwaveable containers which are PBA-free. Please follow the instructions on the packaging on how to heat, store, and dispose of the containers. Our packaging is sourced from third-party providers. Any changes made to our packaging by those providers are outside our control; if there are significant changes to the packaging material, we will inform customers via a notice on the packaging. It is in Paket’s sole discretion to change packaging vendors and we do not accept liability for harms caused by vendor defects, save to the extent that such liability cannot be excluded by law.
Allergen information is written on the containers and may also be provided on our Website before purchase. Products are prepared in facilities handling allergens including, without limitation, nuts, peanuts, gluten, dairy, eggs, sesame, soy, fish, shellfish, celery, mustard, sulphites, lupin, and molluscs. We cannot guarantee allergen-free Products or the absence of cross-contamination. Individual responsibility and caution is required for any dietary requirement; customers with allergies must contact us before ordering and consumption is at their own risk.
We make every effort to display and describe our Products accurately on our website; however, due to the nature of food products, the appearance, colour, and size of Products may vary from the images displayed. Variations may also occur due to device display differences. Because menus change on a weekly basis and a new menu may be offered each week, photographs of all Products may not always be available. As our Products are made to order, all sizes, weights, capacities, dimensions, and measurements specified on our website are approximate and may vary.
We reserve the right, but are not obligated, to limit the sale or provision of Products or Services to any person, household, or geographic region; to withdraw, amend, or substitute Products at any time; to modify or discontinue any Product at any time; and to decline orders at our discretion. All Products are subject to availability. We may substitute ingredients or Products where necessary. If you are unhappy with a substitution, please contact us at hello@paket.london.
Pricing is as displayed on our Store. All prices include VAT where applicable and delivery fees are shown separately. Prices are subject to change without prior notice; confirmed orders will not be affected. We strive to ensure prices and descriptions are accurate, but errors may occur. If a pricing error is discovered for a Product you ordered, we will contact you and give you the option to continue with the order at the corrected price or cancel the order for a refund. Our pricing is determined by market prices and costs of supply, and may be adjusted from time to time to reflect inflation, raw ingredient costs, packaging, labour, and delivery charges.
Age restrictions. Our weekly meal menus do not usually include alcoholic beverages and we do not limit the offering of our Services and Products to individuals under 18. Where age-restricted items or alcoholic beverages are included in our meal kits or sold separately on the Website, you confirm that you meet the legal age requirement to purchase and consume alcohol in your jurisdiction. We do not sell or market alcoholic beverages to anyone under the legal purchase age. Where alcoholic beverages are sold through our website, age verification is conducted via Shopify at checkout and in the case of in-person provision (including Dukkan events) a valid photo ID is required. As per the Challenge 25 policy; refusal or failure to provide acceptable identification will result in refusal of sale or service without refund.

6. Dukkan Events

Tickets for Dukkan events can be purchased on Instagram or via our Website. Tickets are non-refundable unless the event is cancelled by us; transfers may be allowed at our discretion. If an event is postponed or rescheduled, your ticket will be valid for the new date and time and no refund will be due. If an event is materially changed or cancelled by us, you may request a refund of the face value of the ticket. Venue and security reserve the right to refuse admission or remove any person for health and safety, licensing or misconduct reasons without liability. Prohibited items and house rules apply as notified by the venue.
Dukkan may collaborate with third-party chefs, venues, and brands; where third-party vendors participate, Paket is not responsible for the quality, safety, legal compliance, or performance of third-party goods or services, and your recourse in relation to such third-party items may be directly against the relevant third party.

7. Marketing & Communications

By subscribing to our WhatsApp group, following our Instagram account, or signing up to our email newsletters, you consent to receive menu updates and promotions. We may promote our menu through these channels, notify you of new menus, share information about upcoming Paket menus and/or Dukkan events including announcement of special meal kits we may release for an event or special occasion. You have the right to unsubscribe from these communications at any time by following the instructions provided or by contacting us at hello@paket.london. Please review our Privacy Policy for more detail on how we handle your personal data for marketing and your rights related to your personal data.  

8. Intellectual Property

All intellectual property rights in the Store and in all materials made available through Paket and Dukkan, including but not limited to text, menus, recipes, packaging designs, photographs, graphics, logos, trademarks, and trade names, are owned by Paket Limited or our licensors. All such rights are reserved. You must not reproduce, copy, modify, distribute, display, publish, transmit, sell, license, or otherwise exploit any content without our prior written consent. 
The names “Paket London” and “Dukkan”, our logos, and other branding elements are trademarks of Paket Limited; you must not use these marks or any similar signs without our express permission, including in connection with advertising, domain names, or promotions. Where our Store or Dukkan events features trademarks, logos, or content belonging to third parties (such as chefs, brands, or suppliers with whom we collaborate), all rights remain with the respective owners and such use does not imply endorsement or affiliation unless expressly stated. By posting or sharing content on social media and tagging Paket or Dukkan (for example, images of meals or events), you grant us a non-exclusive, royalty-free, worldwide licence to repost, share, and use that content for promotional purposes, unless you notify us otherwise.

9. User Comments, Feedback and Other Submissions

If, at our request, you send specific submissions (for example, contest entries) or, without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by post, or otherwise (collectively, “comments”), you agree that we may, at any time and without restriction, edit, copy, publish, distribute, translate, and otherwise use in any medium any comments you forward to us. We are and shall be under no obligation to maintain any comments in confidence, to pay compensation for any comments, or to respond to any comments. 
We may, but have no obligation to, monitor, edit, or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene, or otherwise objectionable, or that violates any party’s intellectual property or these Terms. You agree that your comments will not violate any right of any third party, including copyright, trademark, privacy, personality, or other personal or proprietary rights; that your comments will not contain libellous or otherwise unlawful, abusive, or obscene material; and that they will not contain any computer virus or other malware that could affect the operation of the Service or any related website. You may not use a false email address, pretend to be someone other than yourself, or otherwise mislead us or third parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third party.

10. Third-Party Links, Tools & Collaborations

Certain content, products, and Services available via our Store may include services, materials, or tools from third parties. For example, we use Shopify to host and process transactions and WhatsApp for menu announcements. Third-party links on this site may direct you to websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third parties. We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. You should review carefully the applicable third-party’s policies and practices and ensure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third party.
We may provide you with access to third-party tools over which we neither monitor nor have any control or input. You acknowledge and agree that we provide access to such tools “as is” and “as available” without any warranties, representations, or conditions of any kind and without any endorsement. We shall have no liability arising from or relating to your use of optional third-party tools. Any use by you of optional tools offered through the site is entirely at your own risk and discretion, and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s). We may also, in the future, offer new Services and/or features through the website, including the release of new tools and resources; such new features and/or Services shall also be subject to these Terms of Service.
From time to time, we collaborate with third-party companies, chefs, or brands. If you are purchasing a product or menu kit from a brand collaboration, we do not accept responsibility for any issues, damages, or harm caused by items originating from those third-party collaborators. Any manufacturer warranties or statutory rights relating to such third-party items remain with the third party and do not extend Paket’s obligations beyond those required by law for our own Products and Services.

11. Customer Responsibilities & Prohibited Uses

You must not use our Store or Services for unlawful, harmful, or fraudulent purposes, or in a way that infringes the rights of others. You must not attempt to gain unauthorised access to the Store, our systems, or other customer accounts; introduce viruses, malware, or other harmful code; impersonate another person or misrepresent your identity; harvest, collect, or track personal information of others without proper authority; interfere with or circumvent security features; or resell or commercially exploit our Products or Services without our prior written consent. We reserve the right to suspend or terminate your use of the Services and to cancel any order if you are found to be in breach of this section, without refund and without prejudice to our rights.

12. Disclaimer of Warranties; Limitation of Liability

We do not guarantee, represent, or warrant that your use of the Store or Services will be uninterrupted, timely, secure, or error-free, nor do we warrant that the results that may be obtained from the use of the Service will be accurate or reliable. You agree that from time to time we may remove the Service for indefinite periods or cancel the Service at any time, without notice to you. You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all Products and Services delivered to you through the Service are, except as expressly stated by us, provided “as is” and “as available” for your use, without any representation, warranties, or conditions of any kind, whether express or implied, including all implied warranties or conditions of merchantability, satisfactory quality, fitness for a particular purpose, durability, title, and non-infringement.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law. Subject to the foregoing, in no case shall Paket, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers, or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability, or otherwise, arising from your use of any part of the Service or any Products procured using the Service, or for any other claim related in any way to your use of the Service or any Product, including, but not limited to, any errors or omissions in any content or any loss or damage of any kind incurred as a result of the use of the Service or any content or Product posted, transmitted, or otherwise made available via the Service, even if advised of their possibility. To the maximum extent permitted by law, our total aggregate liability to you in respect of any losses arising under or in connection with these Terms shall be limited to the amount paid by you for the order giving rise to the claim. Nothing in these Terms affects your statutory rights in respect of goods that are faulty, not as described, or otherwise non-conforming.

13. Force Majeure

We are not liable for delays or failures caused by events outside our reasonable control, including, without limitation, adverse or extreme weather, flood, fire, earthquake or other natural disasters; epidemic, pandemic, or public health emergency; strikes, lockouts, labour disputes, or industrial action; war, terrorism, riot, or civil commotion; breakdown or interruption of transportation networks, utilities, power supply, or telecommunications; shortage of raw materials or supply chain disruption; failure or delay of third-party service providers, including couriers, carriers, or packaging suppliers; or compliance with any law, regulation, or governmental order. Where a force majeure event occurs, we will notify you where reasonably possible and will take reasonable steps to minimise the impact. Our obligations shall be suspended for the duration of the event. If the event prevents performance for an extended period, we may cancel affected orders and issue a refund or credit where appropriate.

14. Errors, Inaccuracies and Omissions

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, shipping charges, transit times, or availability. We reserve the right to correct any errors, inaccuracies, or omissions and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice, including after you have submitted your order. We undertake no obligation to update, amend, or clarify information in the Service or on any related website, including without limitation pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website should be taken to indicate that all information in the Service or on any related website has been modified or updated. This site may contain certain historical information which, by definition, is not current and is provided for your reference only.

15. Indemnification

You agree to indemnify, defend, and hold harmless Paket and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns, and employees from any claim or demand, including reasonable legal fees, made by any third party due to or arising out of your breach of these Terms or the documents they incorporate by reference, or your violation of any law or the rights of a third party.

16. Severability

In the event that any provision of these Terms is determined to be unlawful, void, or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed severed from these Terms; such determination shall not affect the validity and enforceability of any other remaining provisions.

17. Entire Agreement and Waiver

The failure by us to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. These Terms and any policies or operating rules posted by us on this site or in respect of the Service constitute the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications, and proposals, whether oral or written, between you and us (including any prior versions of the Terms). Any ambiguities in the interpretation of these Terms shall not be construed against the drafting party.

18. Governing Law & Disputes

These Terms are governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction in relation to any dispute or claim arising out of or in connection with these Terms, the Service, or the Products.

19. Changes to Terms

We may update these Terms at any time by posting a revised version on our website. It is your responsibility to check our website periodically for changes. Your continued use of our Services following the posting of any changes to these Terms constitutes acceptance of those changes.

20. Contact Information

Paket Limited. 
Registered Address: 565 Green Lanes, N8 0RL, London, UK. 
Operations Address: 227–229 Hoxton Street, N1 5LG, London, UK. 
Contact us at hello@paket.london or +44 7944 652958. 
Company Registration No: 15943405. 
Personal Licence Holder: Mustafa Yilmaz.