Please read the following terms and conditions carefully. By placing an order with us you are agreeing to the conditions that appear below. These terms and conditions were last updated in 2020.
Who we are
We are The Pure Package Limited, a company incorporated in England and Wales under no. 04907211 with our registered office at Arch 39-40, New Covent Garden Market, London SW8 5PP. By subscribing to use our service, a binding contract will be formed between us 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 (www.purepackage.com/packages) or call us for a telephone consultation and we will complete your subscription details for you by telephone. 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. All subscriptions have to be for a minimum of 3 days, except for our Custom Plan (one programme per person).
Based on the information you provide, payment will be taken for your chosen subscription period. Please note that we cannot accept orders for less than the minimum programme length of 10 days, unless our 3-Day Reset Plan is bought (one programme per person). Pre-paid days are valid for 1 year 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 from Sage Pay) and in certain circumstances we may need to cancel your order at that stage by refunding the whole amount paid. NB: We reserve the right to refuse orders from customers at our discretion.
Your Pure Package Programme
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.
Our Starter Information sets out what you should expect from The Pure Package. We aim to provide nutritionally-balanced daily food parcels personalised for your dietary needs. The Pure Package comprises of daily deliveries dependent 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 The Pure Package cannot be guaranteed.
We have qualified nutritionists and/or dietary therapists on hand to assist in the selection of your meals, based on the information that you provide. If you have any questions about the nutritional aspects of our service, please let us know immediately and we shall be happy to discuss these with you.
Whilst our qualified nutritionist helps to plan the daily menus, their advice is only general and must not be relied upon as being specific health advice. We may not be able to accommodate or advise on specialist dietary needs or allergies. In particular, we are currently unable to deliver to those who have allergies that result in illness, anaphylactic shock, or diabetics who are insulin dependent. We cannot be held responsible for any ingredient that causes a reaction.
If you are in any doubt about your health, you must see your own nutritionist or doctor as soon as possible.
We accept Visa debit & credit cards, Master Card and American Express. A transaction fee of 1.9% is applied to all Amex payments. 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 SAGE PAY 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 if the number of days purchased is below our minimum of 10 days (with the exception of our 3-Day Reset Plan for new clients only). 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 periods of at least 10 further days at a time. 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.
Delivery is not usually charged for areas within the M25 motorway area of greater London plus a select few postcodes around it currently being: GU25, SL4, SL5 and KT16. For some areas within this zone and on the outskirts, a delivery surcharge may be payable, but you will be notified of this at the time of ordering, if applicable.
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 The Pure Package, 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 with The Pure Package at a later date.
We will deliver The Pure Package to you every day of your subscription between the hours of 10pm and 6am. Time for delivery shall not be the essence of our contract.
Due to circumstances beyond control, sometimes our couriers experience unavoidable delays. In these circumstances we respectfully request that you allow until 9am for receipt of The Pure Package. 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 by 1pm on the due day. Any liability for non-delivery shall be limited to replacing The Pure Package within a reasonable time or issuing a credit note to you for that day.
The Pure Package Competitions, Offers & Vouchers
- One competition entry/offer/voucher per person
- Offer/vouchers cannot be used in conjunction with any other offer or with any existing account credits
- Competition entries/Offer/vouchers to be redeemed through our Client Service team or through our website
- Any vouchers cannot be exchanged for cash
- Offers/vouchers cannot be applied to the 3-day reset plan
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.
The Pure Package Guarantee
It is our intention to give total customer satisfaction through the goods and services we offer. The Pure 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 Pure Package for that day, unless we agree otherwise.
Theft or suspected theft of The Pure Package from the delivery address shall not be deemed as the fault of either the courier or The Pure Package Limited. Please let us know immediately if you have reason to suspect that The Pure 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 The Pure Package 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 £15 per bag.
Subscription Periods, Suspension & Cancellation
The 3-Day Reset plan is non-refundable.
If you wish to cancel or suspend your 10, 30 or 90 day subscription, please let us know as soon as possible. If you notify us at least three full working days before your subscription was due to start, we will cancel your subscription and refund you the full amount paid.
For requests to cancel your subscription later than 3 full working days before it was scheduled to start, we will endeavour to be flexible and consider your request at our discretion, giving a maximum 50% refund for days not yet taken. Where ingredients have already been purchased or other expenditure incurred (such as credit card, banking, administration or courier charges), we reserve the right to make reasonable allowance for this in any rebate that we may agree to make.
If you would like instead to suspend your delivery at any time during your subscription, we will endeavour to be flexible and consider your request at our discretion, provided that you give us at least 3 full working days notice. Where you have suspended your subscription, please give us 3 full working days notice of when you wish to resume the service, which you must do within 3 months of suspension. If you do not resume the service within 3 months, we shall be entitled to treat it as cancelled, in which case our standard cancellation policy shall apply (i.e. a maximum 50% rebate for days not yet taken).
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.purepackage.com) and/or shall be sent to you by post or with your Pure Package 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 The Pure Package™ 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 The Pure Package Limited, and to submit all disputes to the jurisdiction of the English courts.
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.