Terms of service

Last updated: 15 September 2026

1. ABOUT NOSHROCKET

NoshRocket is operated by Barry James, a sole trader based in Salisbury, Wiltshire.

Trading name: NoshRocket
Address: 98 Carmelite Way, Salisbury, SP1 2HW
Email: launchpad@noshrocket.co.uk
Telephone and WhatsApp: 07727 353560
Website: noshrocket.co.uk

These Terms govern your use of the NoshRocket website and the services available through it.

Nothing in these Terms limits any statutory rights that cannot lawfully be excluded or restricted.

2. OUR SERVICES

NoshRocket provides three principal services:

2.1 Restaurant and vendor ordering

NoshRocket allows customers to order goods from participating local restaurants and retailers and arrange their delivery.

Unless expressly stated otherwise, the participating restaurant or retailer is the seller and supplier of those goods. NoshRocket provides the ordering, payment-administration and delivery-arrangement services.

2.2 Personal Shopper

An authorised NoshRocket Personal Shopper purchases requested goods from local shops as the customer’s disclosed agent.

NoshRocket does not purchase and resell Personal Shopper goods. Money paid to NoshRocket for those goods is received and applied solely to fulfil the customer’s requested purchase.

2.3 Personal Courier

NoshRocket arranges point-to-point collection and delivery of lawful, approved items supplied by the customer or another nominated person.

NoshRocket does not purchase or take ownership of goods transported through the Personal Courier service.

3. CUSTOMER ELIGIBILITY AND INFORMATION

You must be at least 18 years old to create an account or book a NoshRocket service.

You must provide accurate and complete contact information, collection and delivery addresses, telephone and email details, shopping instructions, information about the goods, access and delivery instructions, and age-restricted-product information where applicable.

NoshRocket is not responsible for delays or failed services caused by materially incorrect or incomplete information supplied by the customer.

4. RESTAURANT AND VENDOR ORDERS

When you place an ordinary restaurant or vendor order:

1. You select the products and provide delivery details.
2. All prices, delivery charges and applicable service or booking fees are displayed before payment.
3. Your order constitutes a request to purchase the selected goods from the named vendor and to engage NoshRocket’s associated ordering and delivery services.
4. Payment must be authorised before the order is processed.
5. The order remains subject to vendor acceptance, product availability and operational capacity.
6. The vendor prepares, packages and supplies the goods.
7. NoshRocket arranges collection and delivery.

A payment acknowledgement does not necessarily mean that the vendor has accepted the order. If an order cannot be fulfilled, the affected amount will be refunded in accordance with our Refund Policy.

5. PERSONAL SHOPPER SERVICE

5.1 Authorised Personal Shoppers

Personal Shopper work may only be undertaken by someone separately authorised and listed by NoshRocket as a Personal Shopper.

An ordinary driver or rider cannot accept a Personal Shopper assignment, undertake the shopping, choose substitutions, access NoshRocket’s Shopify POS facility, construct the customer’s shopping bill or handle the shopping funds.

Authorised Personal Shoppers may be given Shopify “staff” access. This is a technical access classification used by Shopify and does not, by itself, mean that the shopper is employed by NoshRocket.

5.2 Booking and acceptance

The customer initially pays the advertised £5 Personal Shopper fee and the applicable delivery charge.

This payment creates a Personal Shopper request. The assignment becomes accepted when an authorised Personal Shopper accepts it and begins travelling to or working on the assignment.

Once the assignment has been accepted and work has begun, the £5 Personal Shopper fee may become non-refundable except where NoshRocket or the shopper cannot provide the agreed service.

5.3 Shopping list

The customer must provide sufficiently clear information about the requested goods. This may include product name, quantity, brand, size or weight, preferred variety, acceptable alternatives, maximum budget and requested shops.

The Personal Shopper will make reasonable efforts to find the requested goods but cannot guarantee availability, retailer stock levels, shelf prices or that every requested shop will be accessible.

5.4 Substitutions and customer contact

The Personal Shopper may contact the customer directly while shopping where an item is unavailable, the request is unclear, a materially different alternative is available, the price is substantially different from what was expected or further authority is reasonably required.

The shopper will not knowingly purchase a materially different substitution without customer approval.

If the customer cannot be contacted within a reasonable period, the shopper may omit the affected item rather than make an uncertain purchase.

5.5 Itemised checkout

The authorised Personal Shopper constructs an itemised bill using NoshRocket’s approved Shopify POS process.

The bill will show the goods intended for purchase, their recorded prices, the approved 5% Personal Shopper charge and any other clearly identified amount payable.

The itemised checkout is sent to the customer for approval and payment.

The shopper must not purchase the goods until the customer has completed payment, payment has been confirmed and the money required to fulfil the purchase has been made available for that purpose.

Payment to NoshRocket for the requested goods does not make NoshRocket the seller of those goods. NoshRocket applies those funds to the purchase made on the customer’s behalf.

5.6 Final prices and unavailable goods

Retail prices and availability may change while the shopper is completing the assignment.

Where the final checkout price differs materially from the authorised amount, the shopper must seek further customer approval before completing the purchase.

The customer will not be charged for goods that are not purchased.

5.7 Retailer receipts

The original physical retailer receipt will be delivered with the customer’s goods.

Immediately after the retailer checkout has been completed, the Personal Shopper must provide NoshRocket with a complete and legible photograph of the receipt. NoshRocket retains that copy for internal transaction records, reconciliation and bookkeeping.

The retailer receipt shows the price charged by the retailer. NoshRocket’s separate 5% Personal Shopper charge will normally appear on the NoshRocket checkout rather than the retailer’s receipt.

5.8 Personal Shopper delivery

After purchase, the authorised Personal Shopper may deliver the goods personally or arrange a separate point-to-point delivery assignment for a NoshRocket driver or rider.

Where a driver receives the final delivery assignment, the driver collects already-purchased goods. The driver is not responsible for the shopping, substitutions, retailer payment or construction of the customer’s bill.

6. PERSONAL COURIER SERVICE

Personal Courier requests are subject to quotation and acceptance.

The customer must accurately describe the item, its approximate size and weight, its value, the collection address, the delivery address, required collection authority and any special handling requirements.

Only items specifically described and approved during the quotation process are accepted.

NoshRocket may refuse an item that is illegal, dangerous or hazardous, inadequately packaged, too large or heavy for the assigned vehicle, substantially different from its description, likely to leak, break or cause injury, a weapon, controlled substance or unlawful item, a live animal, cash or an unrestricted cash equivalent, or otherwise unsuitable for safe transport.

The customer or sender is responsible for suitable packaging unless NoshRocket expressly agrees otherwise.

Additional charges may apply for excessive waiting time, changed addresses, failed collection attempts or materially inaccurate item descriptions. Any such charge will be explained before the additional work is undertaken where reasonably possible.

7. FEES AND PAYMENT

All applicable product prices, service charges, booking fees and delivery charges will be displayed or quoted before the relevant payment is completed.

Personal Shopper work ordinarily involves two payments:

1. The £5 Personal Shopper fee and applicable delivery charge.
2. The itemised cost of the goods plus the 5% Personal Shopper charge.

Restaurant, vendor and Personal Courier charges may vary according to the order, distance, participating business and requested service.

NoshRocket is not VAT registered. Amounts will not include VAT charged by NoshRocket unless this position changes and the customer is informed accordingly. Goods purchased from participating vendors may already include VAT charged by those businesses where applicable.

8. CANCELLATIONS AND REFUNDS

Cancellation and refund rights depend upon the type of service, whether the assignment has been accepted, whether work has started, whether goods have been purchased or prepared, whether goods are perishable or personalised, and the customer’s statutory rights.

Perishable and rapidly deteriorating goods may be exempt from the normal change-of-mind cancellation period. This does not remove the customer’s rights where goods are faulty, incorrectly supplied or not as described, or where a service has not been performed with reasonable care and skill.

Full details are contained in the NoshRocket Refund Policy.

9. DELIVERY AND CUSTOMER AVAILABILITY

Delivery times are estimates rather than guarantees unless NoshRocket expressly agrees a guaranteed service.

The customer must provide an accurate address, provide relevant access instructions, remain reasonably contactable and be available to receive goods requiring personal handover.

For eligible ordinary goods, the driver may use the no-answer doorstep procedure described in the Delivery Policy after making the required contact attempts. Age-restricted goods and other items requiring personal handover will never be left unattended.

If delivery cannot safely be completed, NoshRocket may return the goods, retain them temporarily or seek further instructions. Additional travel or waiting charges may apply where the failure was caused by the customer.

10. PROOF OF DELIVERY AND TRACKING

NoshRocket may use live driver tracking, delivery timestamps, location information, recipient confirmation and photographs of the goods at the delivery location to manage the delivery and provide evidence of completion.

Proof-of-delivery photographs are operational records. They are not used for advertising or promotional purposes without separate and express permission from the identifiable person concerned.

Further information is provided in the Privacy Policy.

11. AGE-RESTRICTED GOODS

NoshRocket operates Challenge 25 for age-restricted goods.

NoshRocket does not sell these goods. When NoshRocket arranges their purchase, it acts as the customer’s disclosed purchasing agent and places the order with the original vendor using customer funds.

The recipient may be required to present acceptable original photographic proof of age both before purchase and at handover. Digital photographs or copies of identification are not accepted.

Age-restricted goods will not be handed over without acceptable identification where requested, to a person under the legal purchasing age, to a person who appears to be purchasing on behalf of a child, where the named or authorised adult recipient is unavailable, where the handover would be unlawful or, in the case of alcohol, where the recipient appears drunk.

Age-restricted goods will never be left unattended.

Following a failed handover, NoshRocket will make every reasonable effort 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 shopping, booking, collection, delivery and return charges remain non-refundable where those services were performed.

12. ALLERGENS AND DIETARY INFORMATION

Food is prepared and packaged by the named restaurant or retailer, not by NoshRocket.

Product pages may contain product-specific allergen information supplied or published by the vendor, dietary descriptions supplied by the vendor, or a notice explaining that reliable product-specific allergen information is not published digitally.

Terms such as vegan, vegetarian, gluten free or dairy free must not automatically be treated as complete allergen declarations.

Where product-specific allergen information is unavailable, customers with an allergy or intolerance must contact the preparing restaurant or retailer before ordering.

NoshRocket does not guess or infer allergen information and cannot guarantee the ingredients, preparation methods or absence of cross-contamination in a third-party kitchen.

Nothing in this section removes any legal obligation applying to NoshRocket or the food business supplying the product.

13. CUSTOMER-REQUESTED GOODS

The customer is responsible for ensuring that their shopping or courier request is lawful.

NoshRocket may refuse or cancel any request involving illegal goods, fraudulent activity, goods requiring authority or documentation that has not been provided, unreasonable risk to a shopper, driver or member of the public, abusive, threatening or discriminatory behaviour, or activity that would cause NoshRocket or its personnel to breach the law.

14. PROBLEMS WITH GOODS OR SERVICES

Customers should report problems as soon as reasonably possible, particularly where goods are fresh, hot, damaged or incomplete.

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

Responsibility will be assessed according to the circumstances, including whether the issue arose during retailer preparation, Personal Shopper selection, checkout, packaging, collection, transport or delivery.

15. OUR RESPONSIBILITY

NoshRocket will provide its services with reasonable care and skill.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory consumer rights or any liability that cannot legally be excluded or limited.

NoshRocket is not responsible for losses that could not reasonably have been foreseen when the contract was formed or for business losses suffered by a consumer using the service for private purposes.

Where NoshRocket acts as the customer’s disclosed Personal Shopper agent, NoshRocket remains responsible for performing that agency service with reasonable care and skill. The supplying retailer remains responsible for obligations that legally arise from its sale of the physical goods.

16. EVENTS OUTSIDE REASONABLE CONTROL

NoshRocket is not responsible for delay caused by events genuinely outside its reasonable control, including severe weather, road closures, emergencies, retailer closures, network outages or other unexpected disruption.

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

17. ACCOUNTS AND ACCEPTABLE USE

Customers are responsible for activity undertaken through their accounts and should keep login credentials and access links secure.

Customers must not use the service unlawfully, interfere with site security, submit fraudulent orders, misuse another person’s information, harass shoppers, drivers, vendors or support personnel, or use automated systems to overload, damage or improperly extract data from the service.

Reasonable access by recognised search engines and services authorised by NoshRocket is not prohibited.

18. PERSONAL INFORMATION

NoshRocket processes personal information to administer orders, shopping assignments, payments, communications, tracking and deliveries.

Information may be shared with participating retailers, authorised Personal Shoppers, drivers and relevant service providers only where necessary to perform the requested service or meet legal obligations.

Further details are contained in the NoshRocket Privacy Policy.

19. CHANGES TO THESE TERMS

NoshRocket may update these Terms to reflect changes in services, technology, fees or law.

The version applicable to an order will normally be the version presented or available when that order is placed. Material changes will not retrospectively remove rights already acquired under an accepted order.

20. COMPLAINTS

Customers should initially contact:

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

NoshRocket will acknowledge and investigate complaints within a reasonable period.

If a complaint cannot be resolved directly, NoshRocket will provide any information about an applicable certified alternative dispute resolution provider and state whether NoshRocket is willing or required to use that process.

21. GOVERNING LAW

These Terms and any dispute arising from them are governed by the laws of England and Wales.

Customers living elsewhere in the United Kingdom retain any mandatory rights to bring proceedings in the courts available to them under applicable consumer law.