Complaints

1. Purpose and Scope

This Policy explains how Bevendo handles complaints about orders, deliveries, products, customer service, the Bevendo platform, payments, age verification and other aspects of its service.

Where a complaint concerns products purchased through Bevendo, the relevant merchant partner remains the seller of the goods.

Bevendo will act as the customer-facing point of contact for complaints raised through the Platform and, where necessary, coordinate with the relevant merchant partner and/or the applicable delivery provider.

This does not affect any statutory rights you may have against the merchant partner as seller.

2. Complaints Covered and Related Policies

You may complain about any aspect of your experience with Bevendo, including:

• an order or delivery;
• product quality or description;
• customer service;
• the Platform;
• payment processing;
• delivery conduct;
• age verification;
• alcohol-licensing compliance; or
• the handling of your personal data.

Where your complaint concerns a refund, return, damaged, missing or incorrect goods, non-delivery, or a requested replacement, the applicable rights and process are set out in Bevendo’s Refund and Returns Policy.

Bevendo will apply that policy rather than repeat those rules here.

Where your complaint concerns Challenge 25, identification, sobriety checks, refusal of an age-restricted delivery or another age-verification issue, the applicable procedure is set out in Bevendo’s Age Verification Policy.

Any refund arising from a refused or unsuccessful age-restricted delivery will be considered under the Refund and Returns Policy.

3. How to Make a Complaint

Please contact Bevendo at info@bevendo.co.uk.

If the complaint relates to an order, include the order reference where possible.

To help us investigate efficiently, please provide:

• your name and contact details;
• a description of what happened;
• the outcome you are seeking;
• any relevant order reference; and
• any supporting evidence available to you.

No formal template or particular wording is required.

4. How We Handle Complaints

Bevendo aims to acknowledge complaints within 24 hours of receipt and to resolve straightforward complaints within 5 business days where reasonably practicable.

More complex complaints may take longer, in which case we will keep you informed and provide an updated timescale.

We will investigate the complaint proportionately.

Depending on the issue, this may include reviewing:

• order records;
• payment records;
• delivery records;
• platform records;
• age-verification records; and
• other relevant information.

We may also liaise with the relevant merchant partner, a third-party delivery provider, or Bevendo personnel where delivery was carried out directly by Bevendo.

You do not need to contact those parties separately in order for Bevendo to investigate a complaint raised through the Platform.

Our response will explain:

• the outcome;
• any remedy or further action; and
• how you may escalate the matter if you remain dissatisfied.

Serious concerns involving a suspected underage sale or material alcohol-licensing issue will be treated as a priority.

5. Remedies

Any remedy will depend on the circumstances, applicable law and the relevant Bevendo policy.

It may include:

• a refund or replacement where available;
• a goodwill credit;
• an apology;
• corrective action; or
• another appropriate resolution.

Refunds, returns and replacements will be handled in accordance with Bevendo’s Refund and Returns Policy.

Nothing in this Policy limits your statutory rights.

6. Escalation and External Options

If you are dissatisfied with Bevendo’s response, you may ask for the complaint to be reviewed by a director of Bevendo Ltd by replying to our response and explaining why you remain dissatisfied.

Bevendo aims to provide its final response within 5 business days of an escalation request where reasonably practicable.

If a consumer complaint remains unresolved, Bevendo will provide information about any alternative dispute resolution body or other complaint-resolution arrangement that Bevendo is required by law or contract to participate in, or has agreed to use, where applicable.

You may also seek independent advice, including from Citizens Advice, and retain the right to pursue any remedies available to you under applicable law, including through the courts.

Depending on the payment method used and the circumstances of the transaction, you may have separate rights against your bank or payment provider.

7. Age Verification and Alcohol-Compliance Concerns

If you believe alcohol has been sold or delivered through the Bevendo Platform to a person under 18, or you have another serious concern about Challenge 25 or alcohol compliance, please contact info@bevendo.co.uk promptly.

Bevendo will investigate the matter in accordance with its Age Verification Policy and applicable alcohol-licensing procedures.

Depending on the circumstances, Bevendo may liaise with:

• the relevant merchant partner;
• the premises licence holder or Designated Premises Supervisor;
• the relevant third-party delivery provider; or
• Bevendo personnel where delivery was carried out directly by Bevendo.

Bevendo may also notify a licensing or enforcement authority where required or appropriate.

Nothing in this Policy prevents you from reporting a licensing or safety concern directly to the relevant licensing authority or the police.

8. Data Protection Complaints

If your complaint concerns Bevendo’s processing of personal data, please contact info@bevendo.co.uk.

Bevendo will handle the complaint in accordance with applicable data-protection law and its privacy arrangements.

You may also complain directly to the Information Commissioner’s Office.

You do not need to complete Bevendo’s internal complaints process before doing so.

Further information is available from the ICO at ico.org.uk.

9. Anonymous, Repetitive or Abusive Complaints

Bevendo will consider an anonymous complaint where sufficient information is available to investigate it, although we may be unable to communicate the outcome.

Bevendo may reasonably limit or close engagement where:

• a complaint has already been fully considered without new information; or
• communications are abusive, threatening or persistently unreasonable.

A complaint will not be treated this way merely because it is difficult, inconvenient or of low value.

10. Review and Related Documents

Bevendo will use complaints to identify recurring issues and improve its service.

This Policy may be updated from time to time to reflect changes in:

• law;
• regulatory guidance;
• delivery arrangements; or
• business practices.

This Policy should be read together with any other applicable Bevendo policies, procedures, terms and contractual documents, as amended from time to time.

Where relevant, the Refund and Returns Policy and Age Verification Policy govern the specific matters described in Sections 2, 5 and 7 above.

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