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Service Policy

We have to have legal stuff. If you have some free time, go put the kettle on (Green tea for detox, obviously) and sit down for a read:

Legal stuff

Company Information

We are Total Diet Food Ltd, a company incorporated in England and Wales under registration no. 07787205 with our registered office at . Our registered office is Unit 226, 99-103 Lomond Grove, London SE57HN. On point of order, a binding contract will be formed between Total Diet Food Ltd and the person identified as the client in the order process.

How to Order

Placing your order could not be easier. You can either use our online Sign Up form or call us for a telephone consultation and we will complete your order details over the phone. We aim to gather information on your general health goals and food preferences as well as personal information such as your height, weight and age to assist with selecting the appropriate programme for you. You can book as many days as you wish.

Based on the information you provide, payment will be taken for your chosen order period. Pre-paid days are valid for 6 months from the date of purchase.

Once we have received payment, we will review your details promptly and confirm acceptance of your order. Please note that until the order is confirmed back to you, it is not binding (even where you have received payment confirmation) and in certain circumstances we may need to cancel your order at that stage by refunding the whole amount paid. We reserve the right to refuse orders from customers at our discretion.

Your Total Diet Food Plan

We will review your dietary and general health information as we prepare your daily menus and will make every effort to ensure that the meals that we select will be appropriate for you.

We aim to provide nutritionally-balanced daily food parcels personalised for your dietary needs. The Total Diet Food comprises of daily deliveries dependant on the type of deliveries and programme chosen (No Breakfast, No Lunch or No Dinner deliveries are available).

We reserve the right to make any changes to the menus at our sole discretion. The meals are designed to be nutritionally-balanced, but specific health or dietary objectives or benefits from subscribing to Total Diet Food cannot be guaranteed.

Nutritional Advice

Although we aim to provide plans for as many particular requirements as possible, we may not be able to accommodate all specialist dietary needs.

In particular, currently we are unable to deliver to those who have allergies that result in anaphylactic shock or diabetics who are insulin dependent.

If you are in any doubt about your health, you must see your own nutritionist or doctor as soon as possible.

Payment

We accept Visa debit & credit cards, Master Card and Switch. We do not accept Amex. Your card will be charged in advance for the full value of the initial subscription period. Payment details must be received through the online secure payment solution provider PayPal via our website or by telephoning our office. We reserve the right to amend or refuse the sale, if the payment received is not correct to our current pricing structure or in any other way incorrect. Before your subscription expires, we shall endeavour to contact you to discuss renewal. If you wish to renew your subscription, we shall again require full payment in advance for subsequent subscription period. If we are not able to contact you before your subscription expires, we will assume that you do not wish to renew the subscription until advised by you.

Please note that prices may alter, and that we reserve the right to change prices without prior notice by amending our advertised price list. This will not affect any subscriptions already paid for in advance.

Any late payments will incur interest at the rate of 8% per annum above the base rate of the Bank of England in force from time to time from the due date until the date of payments after as well as before judgment. You may not withhold payment of any invoice or other amount due to us by reason of any right of set off or counterclaim which you may have or allege to have for any reason whatever.

Delivery Policy

All meal plans are delivered before 7am in the morning unless a different arrangement is made and made explicitly clear within the confirmation email at point of booking. We deliver 7 days per week. Time for delivery shall not be the essence of our contract.

Packages are left at your own risk in the place agreed. We cannot take responsibility for any loss or damage once the package has been left at the designated place. We will of course take each particular situation as it comes though and will be happy to provide a free replacement day and come up with a different delivery solution in most cases.

Delivery is almost always free within the London area but we reserve the right to charge for particular areas if logistically it’s not possible to add to our existing delivery round. If this is the case, we will inform you before purchase.

Our service is not available in any other areas unless specifically agreed at the point of ordering.

We will be glad to arrange for delivery to an address different to the invoice address. Please indicate clearly the delivery address when placing your order.

If you require us to access secure parts of your home or building in order to deliver your plan, please notify us of this at the time of placing your order. We will liaise with you in order to obtain keys, passes or codes before your first delivery and we will of course take special care over your property and access details. Please keep us up to date with any changes that might affect our ability to deliver to you. If we cannot access your building because of changes that we have not been notified of, we will attempt to contact you to make other arrangements. If we are unable to deliver in such circumstances, we reserve the right to charge you for that day. Please contact us at the end of your subscription to arrange for your keys or passes to be returned if you do not wish to continue at a later date.

Due to circumstances beyond control, sometimes our couriers experience unavoidable delays. In these circumstances we respectfully request that you allow until 8am for receipt of your food parcel. In the event that delivery still has not been made or attempted by 8am on any day, we will either dispatch the goods again free of charge or make a full refund for that day. We shall not be liable for any non-delivery, even if it is our fault, unless you notify us by telephone or email by 1pm on the due day. Any liability for non-delivery shall be limited to a replacement day within a reasonable time or issuing a credit note to you for that day.

Handling

Chilled products are packaged in specially designed bags containing ice or gel packs to maintain the required temperature. Frozen and chilled products should be put in freezers and refrigerators respectively upon receipt. Cooking and re-heating instructions must be followed closely. Make sure that re-heated food is piping hot throughout.

A Total Diet Food Guarantee

It is our intention to give total customer satisfaction through the goods and services we offer. Your food package should reach you in perfect condition. If you have reason to suspect that a product is somehow damaged, unfit for human consumption or is incomplete, please contact us immediately. We shall endeavour to replace the items or give you an appropriate refund where possible at our discretion. If you do not let us know by 1pm on the delivery day of any such problems, we may not be able to refund the item or replace it and you will be deemed as having accepted the product for that day, unless we agree otherwise.

Theft

Theft or suspected theft of your food plan from the delivery address shall not be deemed as the fault of either the courier or Total Diet Food Limited. Please let us know immediately if you have reason to suspect that your food package has been stolen from the delivery address. We shall liaise with you to make alternative arrangements if there is a risk that the theft will happen again, which may mean making alternative delivery arrangements. In the meantime, we reserve the right to suspend your subscription until new arrangements have been finalised or to cancel the remaining subscription, but if we cancel, we will refund to you the fees already paid for any cancelled part of your subscription period.

Ownership of Bags & Icepacks

The bags and icepacks in which delivery arrives belong to Total Diet Food Limited. Please leave the bags and ice or gel packs at the delivery address so that they can be collected each morning by our couriers and reused. If you have any bags or icepacks remaining at the end of your subscription period, we will arrange collection from you at a convenient time. If bags are not returned, we reserve the right to invoice you for them at the rate of £10 per bag.

Suspension & Cancellation policy

If you wish to cancel or suspend your subscription, please let us know as soon as possible.

If you notify us by email or telephone before 12pm the day before your Total Diet Food Plan was due to start, we will cancel your order and refund you the full amount paid by you less a 3% administration charge to cover credit card charges and our internal administration costs.

Once the plan has begun cancellation no refund will be made unless agreed directly with Total Diet Food Ltd. As with all elements of our business, we endeavour to look at each situation as it arises and to take into account all circunstances. In principle though, once your deliveries have begun no refund is available on the remainder of your contract with us. For any refund we do agree, costs will be taken into consideration for, packaging, banking and payment charges and ingredients. 

Warranties and Liability

Nothing in these terms and conditions shall:

  • Exclude or restrict our liability for death or personal injury resulting from our negligence or our liability for fraudulent misrepresentation; or
  • Affect your statutory rights if you are transacting as a consumer.

Subject to the above paragraph, our entire liability shall be capped at the sums paid by you for our service during the relevant subscription period. In no event shall we be held liable to you for any special, indirect or consequential damages, loss of profits or goodwill.

Changes to Terms

We reserve the right to make changes at any time to any part of these terms and conditions. All such changes will be published on the website (www.totaldietfood.com) and/or shall be sent to you by post or with your deliveries. If you use our website or place any order with us after the changes have been published, you are agreeing to be bound by those changes in respect of that order.

Use of the Website and our Publications

Unauthorised duplication or publication of any materials from our website or elsewhere is prohibited.

Unauthorised duplication or publication of any other materials including but not limited to starter information, worksheets, recipes, brochures, text, graphics, newsletters, the selection and arrangement thereof, and all software compilations, underlying source code and software is prohibited.

You may retrieve and display content from our website on a computer screen and print out individual pages on paper for the sole purpose of placing an order with us or using information for your private, non-commercial purposes in connection with your normal use of our products and services, but all other uses are strictly prohibited except with prior written permission from us. You acknowledge that Total Diet Food is our trade mark and that you may not use the name.

Choice of Law and Jurisdiction

These terms and conditions shall be governed by and construed in accordance with English Law. The parties irrevocably agree that the courts of England shall have exclusive jurisdiction to settle any dispute that may arise out of, under, or in connection with the use of the Website and the purchase of goods from Total Diet Food Ltd, and to submit all disputes to the jurisdiction of the English courts.

General Provisions

We shall not be liable for any delay or failure to perform any of our obligations under these terms and conditions due to any cause beyond our reasonable control, including industrial action.

These terms and conditions constitute the entire agreement between you and us and supersede any previous agreement or understanding and may not be varied except in writing between us. All other terms and conditions express or implied by statute or otherwise, are excluded to the fullest extent permitted by law.

The waiver by us of any breach or default of these conditions shall not be construed as a continued waiver of that breach, nor as a waiver of any subsequent breach of the same or any other provision.

If any provision of these conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of these conditions and the remainder of the provision in question shall not be affected.

Call us on 020 8626 9360 - 7 days per week - 9.00am - 9.00pm

or call 020 8626 9360 7 days a week: 9am - 9pm

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