Shipping policy

Last updated: 16 September 2026

  1. ABOUT THIS POLICY

NoshRocket provides local collection and delivery services in and around Salisbury, Wiltshire.

This policy applies to:

• restaurant and participating-vendor orders;
• Personal Shopper deliveries;
• Personal Courier assignments; and
• other local deliveries arranged through NoshRocket.

Nothing in this policy removes or restricts any statutory consumer right that cannot lawfully be excluded.

  1. DELIVERY AREA

NoshRocket ordinarily provides delivery within a six-mile radius of the applicable collection point or operational zone.

Delivery availability may depend upon:

• the collection address;
• the delivery address;
• the participating vendor;
• the type of goods;
• available Personal Shoppers or drivers;
• the requested time; and
• road, weather and operational conditions.

Passing an initial postcode or distance check does not guarantee acceptance. A delivery becomes binding only when NoshRocket or the relevant authorised operator accepts the assignment.

NoshRocket may agree to travel beyond the normal service area through an individually quoted Personal Courier or Personal Shopper arrangement.

  1. OPERATING HOURS

Standard operating hours are:

10:00–22:00, seven days a week.

Service hours may be extended or reduced for:

• bank holidays;
• local events;
• severe weather;
• operational disruption; or
• periods when participating businesses are closed.

The availability displayed at the time of booking takes priority over the general operating hours above.

  1. DELIVERY CHARGES

Unless a different price is displayed or quoted before payment, local delivery charges are calculated using:

Collection charge: £3.50
Distance charge: £1.25 per mile

Mileage is calculated from the actual collection location to the customer’s delivery address.

Where an assignment involves multiple collection points, the fee may be calculated using the planned collection-and-delivery route. The complete delivery price will be displayed or quoted before the customer commits to payment.

Additional charges may apply where the customer requests:

• multiple collection points;
• an additional destination;
• a changed delivery address;
• an unusually long wait;
• redelivery;
• return to the sender or retailer; or
• handling outside the originally accepted assignment.

Any reasonably foreseeable additional charge will be explained before the additional work is undertaken.

  1. DELIVERY CHARGES AND DRIVERS

NoshRocket’s delivery-price structure is intended to pay drivers fairly for the collection and distance travelled.

The driver is shown the assignment and applicable payment before accepting it.

A driver is not required to accept an offered assignment. If the first suitable driver declines or does not accept, the assignment may be offered to another available driver.

  1. RESTAURANT AND VENDOR DELIVERIES

For an ordinary restaurant or vendor order:

  1. The customer submits and pays for the order.
  2. The participating business receives the order.
  3. The business accepts and prepares or assembles the goods.
  4. An available driver is assigned.
  5. The driver travels to the collection location.
  6. The driver marks their arrival at the venue.
  7. The driver completes the required collection checks.
  8. The driver confirms collection.
  9. The customer receives tracking information where available.
  10. The driver travels to the delivery address.
  11. The driver confirms arrival and completes the handover or approved no-answer procedure.
  12. Proof of delivery is recorded.

The restaurant or vendor is responsible for preparing, packaging and identifying the goods it supplies.

The driver may check the number of packages and visible order identifiers but is not normally permitted to open sealed packaging or handle unpackaged food.

  1. CHECK ON COLLECTION

Before leaving the collection point, the driver must complete the collection checks presented through the delivery system.

The driver should reasonably confirm:

• the customer or order reference;
• the number of bags or packages;
• that drinks or separately packaged items have been supplied;
• that the packaging appears suitable for transport; and
• that the vendor has confirmed that the order is complete.

The check does not make the driver responsible for:

• the contents of sealed packaging;
• recipe accuracy;
• food preparation;
• allergens;
• hidden damage;
• portion size; or
• mistakes that cannot reasonably be identified without opening the goods.

Where something appears missing or unsafe, the driver should raise it with the collection venue before confirming collection.

  1. PERSONAL SHOPPER DELIVERIES

Personal Shopper work may only be undertaken by a separately authorised NoshRocket Personal Shopper.

After the customer has paid the itemised checkout and the Personal Shopper has purchased the goods, the authorised shopper may:

• deliver the goods personally; or
• create a separate point-to-point delivery assignment for a NoshRocket driver.

If a separate driver is assigned, the driver:

• collects already-purchased goods;
• does not undertake the shopping;
• does not choose substitutions;
• does not use Shopify POS;
• does not handle the shopping funds; and
• is responsible only for the accepted collection-and-delivery assignment.

The original physical retailer receipt must accompany the goods.

A photographic copy of the retailer receipt is retained by NoshRocket for internal transaction records, reconciliation and bookkeeping.

  1. PERSONAL COURIER DELIVERIES

Personal Courier assignments are accepted only after the item and journey have been sufficiently described and approved.

The customer must provide accurate information about:

• the item;
• its approximate size and weight;
• its approximate value;
• the collection person and address;
• the delivery person and address;
• collection authority;
• packaging; and
• any special handling requirements.

The sender is responsible for ensuring that the item is suitably and safely packaged unless NoshRocket expressly agrees otherwise.

NoshRocket may refuse an item that is:

• illegal;
• dangerous or hazardous;
• too large or heavy for the assigned vehicle;
• inadequately packaged;
• substantially different from its description;
• leaking, contaminated or unsafe;
• a weapon or controlled substance;
• a live animal;
• cash or an unrestricted cash equivalent; or
• otherwise unsuitable for lawful and safe transport.

  1. ESTIMATED DELIVERY TIMES

All standard collection and delivery times are estimates unless NoshRocket expressly confirms a guaranteed service in writing.

Delivery may be affected by:

• preparation time;
• queues at the collection point;
• traffic;
• road closures;
• weather;
• access restrictions;
• customer availability;
• driver availability; or
• other events outside NoshRocket’s reasonable control.

NoshRocket will take reasonable steps to complete accepted deliveries promptly but does not guarantee that a driver will reach every collection point within a fixed number of minutes.

  1. LIVE TRACKING

NoshRocket uses Shipday or another appointed logistics provider to administer deliveries.

Where tracking is available, the customer may receive a link by text message or email showing information such as:

• assignment status;
• driver progress;
• estimated arrival;
• collection confirmation;
• delivery confirmation; and
• proof of delivery.

Tracking information and estimated arrival times may be delayed or temporarily inaccurate because of network, GPS or device limitations.

Customers must not use tracking information to harass, follow or interfere with a driver.

  1. CUSTOMER RESPONSIBILITIES

The customer must:

• provide the correct delivery address;
• provide accurate contact details;
• provide relevant access information;
• identify flats, units or building entrances clearly;
• ensure the location is reasonably accessible;
• remain reasonably contactable; and
• be available to receive goods requiring personal handover.

The customer should notify NoshRocket immediately if they discover an address or contact error.

A requested address change may be refused or may result in an additional charge.

  1. STANDARD DELIVERY ATTEMPTS

At the delivery address, the driver will ordinarily:

  1. Attend the address supplied.
  2. Knock, ring or use the stated entry system.
  3. Make a second reasonable knock or ring attempt.
  4. Attempt to call the customer using the available contact route.
  5. Complete either personal handover or the applicable no-answer procedure.

The driver is not required to wait indefinitely.

  1. NO-ANSWER DOORSTEP DELIVERY

By booking delivery of eligible goods, the customer acknowledges that if they do not answer after the reasonable contact attempts described above, the driver may:

  1. Identify a location at the stated address that appears reasonably sheltered and safe.
  2. Place the goods at that location.
  3. Take a photograph showing the delivered goods and location.
  4. Record the delivery time and location.
  5. Mark the delivery as completed.

The driver should avoid obstructing:

• doors;
• shared entrances;
• fire exits;
• pavements;
• wheelchair access; or
• other access routes.

The customer will be notified through the available delivery or contact system where reasonably possible.

This procedure is intended to prevent hot or perishable goods from remaining in a delivery vehicle while further deliveries are delayed.

  1. GOODS THAT MUST NOT BE LEFT UNATTENDED

The no-answer doorstep procedure must not be used for:

• alcohol;
• tobacco or nicotine products;
• controlled or prescription medicines;
• goods requiring age verification;
• goods requiring a signature or named-recipient handover;
• unusually valuable items;
• goods that cannot safely be left;
• items where the sender has prohibited unattended delivery; or
• any handover that would be unlawful.

If personal handover is required and cannot be completed, the driver must contact NoshRocket for instructions.

The goods may be:

• retained temporarily;
• returned to the collection point;
• returned to the sender; or
• scheduled for another delivery.

Reasonable return, waiting or redelivery charges may apply where the failed handover was caused by customer unavailability.

  1. UNSAFE DOORSTEP LOCATIONS

A driver must not leave goods where doing so would obviously expose them to an unreasonable risk of:

• immediate theft;
• weather damage;
• obstruction;
• contamination;
• interference by animals;
• injury to another person; or
• damage to property.

If no reasonably safe location is available, the driver must contact NoshRocket for instructions.

  1. CONTACTLESS DELIVERY AND NOMINATED SAFE PLACES

Customers may request contactless delivery or nominate a safe place through their delivery instructions.

NoshRocket and the driver may decline a nominated location if it appears:

• unsafe;
• inaccessible;
• unlawful;
• unsuitable for the goods; or
• inconsistent with an age or identity requirement.

A customer-requested safe place must be at or immediately associated with the stated delivery address unless a different destination has been separately accepted.

  1. PROOF OF DELIVERY

Proof of delivery may include:

• a photograph of the goods;
• a photograph of the delivery location;
• a delivery timestamp;
• GPS location information;
• a recipient name;
• a signature where required; or
• confirmation recorded through the delivery application.

Where goods are handed directly to the customer, the preferred proof is a photograph of the goods during or immediately after handover.

A customer or another identifiable person does not need to appear in the photograph unless they freely agree.

Proof-of-delivery photographs are used for operational and dispute-resolution purposes. They will not be used for advertising or promotion without separate and express consent.

  1. RISK AND RESPONSIBILITY

NoshRocket is responsible for exercising reasonable care while goods are being transported through an accepted NoshRocket delivery service.

Nothing in this policy attempts to exclude responsibility that NoshRocket cannot lawfully exclude.

Where eligible goods are left after the no-answer procedure, responsibility will be assessed according to:

• the customer’s agreement to this policy;
• the suitability of the delivery location;
• the nature of the goods;
• whether the driver followed the required process;
• the proof of delivery; and
• applicable consumer law.

NoshRocket will not automatically reject a claim merely because a delivery photograph exists.

  1. MISSING OR DAMAGED GOODS

Customers should report missing, damaged or incorrectly delivered goods as soon as reasonably possible.

Reports concerning hot, fresh or perishable goods should preferably be made within 30 minutes so that the circumstances can be investigated promptly.

The request for prompt reporting does not remove or shorten statutory rights.

Where an issue arose because of:

• vendor preparation or packaging;
• Personal Shopper selection;
• collection checks;
• transportation;
• doorstep placement; or
• customer instructions,

NoshRocket will investigate and determine the appropriate next step under the Terms of Service and Refund Policy.

  1. AGE-RESTRICTED DELIVERIES

NoshRocket operates Challenge 25.

A driver may require the recipient to present acceptable original photographic identification before handing over age-restricted goods.

Age-restricted goods will not be delivered:

• to a person below the legal purchasing age;
• without acceptable identification where requested;
• to a person collecting on behalf of a child;
• where the required adult is unavailable;
• where handover would be unlawful; or
• in the case of alcohol, where the recipient appears drunk.

Age-restricted goods will never be left at a doorstep or nominated safe place.

If handover is refused, every reasonable effort will be made to return the goods to the original vendor.

The vendor may refuse the return or apply a restocking charge of up to 50% of the goods price. The customer will receive only the net amount actually refunded by the vendor.

NoshRocket’s shopping, booking, collection, delivery, waiting and return charges remain non-refundable where those services were performed.

  1. FAILED COLLECTIONS

A collection may fail where:

• the goods are not ready;
• the collection premises are closed;
• the sender or vendor cannot be contacted;
• the required authority is unavailable;
• the item was materially misdescribed;
• packaging is unsafe;
• the item cannot fit safely in the assigned vehicle; or
• transport would be unlawful.

The driver must report the issue to NoshRocket and await instructions where reasonably practicable.

Charges may remain payable where the failure was caused by inaccurate customer or sender information after the driver had begun the assignment.

  1. RETURNED AND REDELIVERED GOODS

Where an item cannot be delivered, NoshRocket may offer:

• return to the sender or retailer;
• delivery to a corrected address; or
• redelivery at another agreed time.

Additional mileage, collection and waiting charges may apply.

NoshRocket will not dispose of, retain or redirect customer goods except where authorised, reasonably necessary or legally required.

  1. EVENTS OUTSIDE REASONABLE CONTROL

NoshRocket is not responsible for delay caused by events genuinely outside its reasonable control, including:

• severe weather;
• road closures;
• emergency incidents;
• retailer delays;
• widespread network failure;
• civil disturbance; or
• government or emergency-service restrictions.

NoshRocket will take reasonable steps to inform the customer and minimise disruption.

  1. CONTACT AND COMPLAINTS

For an active delivery issue, contact:

Telephone or WhatsApp: 07727 353560
Email: launchpad@noshrocket.co.uk

Please provide the order number, customer name and a clear description of the problem.

  1. GOVERNING LAW

This policy is governed by the laws of England and Wales.

Customers retain all mandatory consumer protections and jurisdictional rights available to them.