Terms and conditions for the community meals service

Before you request our community meals service you must accept the terms and conditions below.

Community meals service

Our community meals are provided by Integra.

Your delivery

Meals are delivered between 11am and 2.30pm daily, including bank holidays. If you are going out and will not be available to receive your meal, you must let us know at least 24 hours before the delivery and no later than 10am for a weekday delivery and 2.30pm on a Friday for a weekend delivery. You can notify your helper or driver the day before, or earlier if possible.

We are unable to leave your meal if you are not at home to receive it.

When you use our service you agree to us calling hospitals to check if you have been admitted. Unless you request it we will not hold any key safe numbers.

Our staff

All our staff have an Enhanced adult and child Disclosure and Barring check (DBS).

Food safety

The meals are delivered to you at the correct temperature so they are safe to eat. You should eat your meal as soon as it is delivered.  Under no circumstances should the meal be reheated.

Payment

Payment for your meals is by Direct Debit and you will receive a form when you sign up for the service. If you need help to fill in the form, contact us on 01454 865996 for help.

Your monthly bill for your meals should be settled within a month of the invoice date. Late payment will result in your community meals service being stopped and no further meals will be provided until the outstanding amount is paid.

Your personal information

Read our privacy notice for the community meals service. 

Cancellations

If you plan to go away, have a medical appointment or hospital stay and do not require any meals, you can cancel them. You will not be charged if you let us know at least 24 hours before the delivery and no later than 10am for a weekday delivery and 2.30pm on a Friday for a weekend delivery. If you cancel outside of these times then you will be charged for the meals.

Changes to your service

Should you wish to make any changes to your service, contact us on 01454 865996 between 8.30am and 2.30pm Monday to Friday. You can leave a message and contact number outside these times and we will call you back.

If you do not enjoy a meal that was delivered to you and do not want it again, tell your delivery driver and we will take it off your menu.

Additional meals

If you require any extra meals in addition to your usual order request, contact us by 10am the day before you would like your meal and we will arrange the delivery of the additional meals.

Variation of terms

We reserve the right to vary these terms and conditions and to amend the cost of the service.   

Statutory rights and right to cancel

These terms and conditions do not affect your statutory rights. 

Unforeseen circumstances

In extreme weather conditions, our drivers will make every effort to get to you. In some situations however it may mean that your meal is delivered outside your normal delivery time slot. 

The arrival time of your meal may sometimes vary due to circumstances out of our control, like traffic congestion. We are however unable to leave your meal if you are not at home to receive it.