Terms of Service

1. ZUPII's role

ZUPII is a marketplace and a scheduled delivery service. The independent store you order from is the seller of the groceries and contracts with you for their sale. ZUPII contracts with you for the delivery of that order. Store identity is shown on the store page, at checkout and in your order confirmation.

2. Your account

You need an account to place an order. Keep your credentials confidential and give accurate contact and delivery details, since deliveries are made to the address you provide. Merchant and administrator access is granted by ZUPII; nobody can assign themselves privileged access.

3. Orders, prices and availability

• Prices are shown in euros and include VAT where applicable. Product prices are set by the store.
• Prices, totals, stock and order status changes are validated on our servers, and the amount confirmed there is the amount that applies.
• Adding items to a basket is not an order. A contract is formed when you place the order and it is accepted.
• Stores can be closed or paused, and individual products can be unavailable. If an item cannot be supplied, we will not charge you for it.

4. Delivery

Delivery is available inside the postal areas listed as covered in the app. Delivery pricing is calculated automatically from the distance band between the store and your delivery postal code, and the fee is shown before you place the order.

Orders placed before the daily cut-off shown in the app are scheduled for the same day's delivery window; orders placed after it are scheduled for the next available day. The scheduled date and window are shown before you order and on your confirmation. Please make sure someone can receive the delivery, particularly for chilled or frozen items.

5. Payment

The payment method available depends on the store. Where a store has card payment enabled, payment is processed by our payment provider and ZUPII never receives your full card details. Where card payment is not enabled for a store, the checkout tells you that you pay the store on delivery. The payment terms shown at checkout are the ones that apply to that order.

6. Problems, cancellations and refunds

Report any problem on the order itself in ZUPII. You can cancel an order yourself while it is still at an early stage. Responsibility allocation, available remedies and your statutory rights are set out in the Refunds & Complaints Policy.

• Refunds & Complaints Policy

7. Acceptable use

• Do not use ZUPII unlawfully, or to place fraudulent or abusive orders.
• Do not attempt to access accounts, stores or data you are not entitled to.
• Do not interfere with, scrape at scale, or attempt to disrupt the service.
• Treat store staff and riders respectfully.

We may suspend access where these rules are seriously or repeatedly broken.

8. Terms for stores

A store selling on ZUPII is the seller of record and is responsible, up to documented handover to the rider, for the legality and safety of its products, for accurate product, ingredient, allergen, quantity and price information, for freshness, expiry and correct storage, for correct picking and completeness, and for appropriate packaging for transport. The store must keep its catalogue and opening information accurate, handle its own regulatory obligations as a food business, and respond to complaints routed to it through ZUPII.

A separate signed merchant agreement governs commercial terms such as commission, payouts and liability allocation between ZUPII and each store. This page summarises the operational responsibilities visible in the product; it does not replace that agreement.

9. Riders

Rider applications are reviewed by ZUPII. Acceptance requires email verification and separate access to the ZUPII Rider app; applying does not create a right to work. Riders must follow the delivery, handover and food-handling instructions given to them.

10. Liability

We aim to keep the service available and accurate, but we do not guarantee uninterrupted or error-free operation. Our liability, and the store's, is as provided by mandatory Finnish law.

Nothing in these terms limits or excludes liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by negligence, for fraud, or under mandatory consumer protection and product liability law.

11. Changes to these terms

We may update these terms as the service develops. The version published here at the time you place an order is the version that applies to that order.

12. Governing law and disputes

Finnish law applies. As a consumer, you always keep the protection of the mandatory rules of your country of residence, and you may bring proceedings in your local court. You can also contact the Consumer Advisory Service, refer a dispute to the Consumer Disputes Board, or use the EU online dispute resolution route.

• Consumer Advisory Service (KKV)
• Consumer Disputes Board
• EU consumer redress / ODR