1. About these terms
These terms govern the Streetly promotional website, web marketplace and mobile apps, including customer, vendor, administrator and delivery accounts; local shopping and multi-vendor orders; custom delivery; Library of Things transport; and related Streetly services. Streetly is operated by eStreet Services Ltd, company number 11631701, registered at Studio 1, 305A Goldhawk Road, London, W12 8EU, United Kingdom (“Streetly”, “we”, “us”). By creating or using an account, placing an order or requesting a delivery service, you agree to these terms.
You must be at least 18, legally able to enter a contract and use Streetly only in the United Kingdom where the relevant service is available. If you act for a business, you confirm that you have authority to bind it. Our Privacy and cookie policy explains how personal information is handled.
2. How the marketplace works
Streetly helps customers discover and order goods or services from independent participating businesses (“vendors”). Unless a product page or checkout clearly identifies Streetly as the seller, the named vendor is the trader and seller of its item and your sales contract for that item is with that vendor. Streetly provides the marketplace, facilitates payment and may coordinate support, delivery, cancellations and refunds.
The vendor is responsible for its identity and contact details; product information, legality, safety, quality and availability; required licences, warnings and notices; and fulfilment of the sales contract. We require appropriate standards and may perform proportionate checks, but listing a product does not mean Streetly manufactured, owns or independently tested it.
A basket involving multiple vendors normally creates a separate sales contract with each vendor. A delivery or other service provided by Streetly may form a separate contract with us. Before the final payment action, the product page or checkout identifies the relevant trader or traders, geographical address and contact details where required, service provider, products, total price, unavoidable charges, delivery arrangements, cancellation information and any other material terms. That checkout information forms part of the contract and takes priority over a general description in these terms if it is more specific.
The promotional website may display live or cached catalogue information and link to the Streetly web app to complete an order. Availability, seller and price should be checked again in the app and at checkout. A product request or partnership enquiry is not an order, promise to source an item or acceptance of a vendor.
3. Search, ranking and recommendations
Streetly search and browse results are designed to surface relevant, available and recently maintained local options. Main ranking factors may include the words or category searched, location or service area, stock quantity or availability and the time a product, collection or vendor record was last updated. Availability generally has greater weight than recency. Results can also be filtered or grouped by category, vendor or collection.
“Streetly’s top finds” and similar collections are curated recommendations and may consider relevance, locality, range, seasonality, availability, quality of listing information and Streetly editorial judgement. We may test presentation or ranking to improve the service. Any paid placement or commercial influence that materially affects prominence will be labelled clearly. A high position is not a guarantee, certification or endorsement of suitability for you.
Where several vendors offer the same product, Streetly may show a “from” price and take you to comparison or search results. Prices, stock, delivery options and seller terms can differ. Where a single vendor is identified, a link may open that vendor’s specific listing.
4. Accounts and communications
You may browse some content without an account, but an account is normally required to order. Provide accurate, current information; use a unique strong password; protect your device and sign-in details; and tell us promptly about suspected unauthorised access. You are responsible for activity using your account unless it results from our failure to use reasonable care.
We may ask you to verify an email address, a mobile number where one is provided, age, identity or payment method. A mobile number is optional when creating an account on the Streetly website. We may use a secure, short-lived sign-in handoff when you move from website registration to the Streetly web app. Do not share verification or handoff links or codes.
Some app functions require a device permission, such as location for nearby results or delivery routing, camera access for a product or delivery photo, or camera access to scan an order or handover code. You may refuse or withdraw a permission in your device settings, but the related function may then be unavailable. We will not treat an unused permission description in the app package as permission to access that device feature.
You can start account deletion in the app. The action may require a recent sign-in and removes your authentication account and access. It does not cancel accepted orders or immediately erase records that Streetly or a vendor must retain for payments, refunds, tax, product safety, fraud prevention, complaints or legal claims. Our Privacy and cookie policy explains retention and how to make an erasure request.
We may send essential service communications by email, SMS, push notification or in-app message, including verification, security, order, substitution, recall and delivery updates. Marketing is governed separately under our Privacy and cookie policy and can be stopped at any time. Creating an account or accepting these terms is not, by itself, consent to email or SMS marketing. Opting out of marketing does not stop necessary service messages.
5. Products, orders, prices and payment
Product information
Vendors must provide accurate material information. Images are illustrative and packaging, colour or appearance can vary, but this does not reduce your rights if goods are misdescribed. Check ingredients, allergens, warnings, dimensions, compatibility, age restrictions and suitability, particularly for food, health, beauty, electrical or other regulated products. Contact us or the vendor before ordering if essential information is unclear.
Placing and accepting an order
Your order is an offer to buy from the relevant vendor and, where applicable, to buy delivery or another service from Streetly. An automated acknowledgement confirms receipt, not acceptance. A contract is formed when the relevant seller accepts, begins preparing the order or sends an acceptance confirmation through Streetly. We or a vendor may reject or cancel before acceptance because of availability, an obvious error, service coverage, suspected fraud, failed checks, legal restriction or another reasonable operational reason. Any amount taken for a rejected item will be refunded.
Prices and mandatory charges
Prices are in pounds sterling and include VAT where applicable. Where Streetly presents an invitation to purchase, unavoidable charges known at that point are included in the total price displayed. If a mandatory charge cannot reasonably be calculated in advance, we give the method or information needed to calculate it with appropriate prominence. Delivery, service, minimum-order, bag and other charges are itemised and included in the total before the final payment action. Optional additions require your express choice. We do not intentionally add unavoidable charges only at the end of the journey.
A “from” price means at least one current offer starts at that price; the final seller and total are shown before payment. We may correct an obvious pricing error before acceptance and ask whether you want to continue at the correct price. Promotions are subject to displayed conditions and must not be used fraudulently or combined unless permitted.
Payment, substitutions and stock
Stripe processes payments. You authorise the displayed total and confirm that you may use the payment method. A temporary authorisation may appear before capture. If payment fails, the order may not be accepted. Vendors update stock, but an item shown as available may sell out before acceptance.
A vendor will not substitute an item unless the option was clearly offered and chosen or you agree. If an item cannot be supplied, the vendor may remove it, contact you or offer an alternative. Any price difference and your right to reject the alternative will be made clear. Appropriate refunds go to the original payment method.
Age-restricted products
You must not order an age-restricted item unless you meet the legal minimum age. The vendor, Streetly or courier may require approved photo identification and age verification at order, collection and delivery. The item will not be handed to an underage person, left unattended or delivered where the required check cannot be completed. We may refuse or cancel the item and reasonable costs caused by a failed check may be charged only where the law and information given before purchase allow.
6. Delivery and collection
Available areas, time windows, estimated times and fees are shown during checkout. Times are estimates unless expressly guaranteed. We and vendors use reasonable care to meet them and will give notice of a material delay where practical. If no delivery time has been agreed, the seller will deliver without undue delay and normally within the statutory 30-day period. Your legal rights for late or failed delivery remain unaffected.
Provide a complete, accurate, accessible and safe address, contact details and necessary entry information. Someone legally able to receive the order must be available. If delivery cannot be completed because nobody responds, the address or instructions are wrong, access is unsafe or a lawful age check fails, reasonable re-delivery, cancellation or return costs may apply if disclosed and legally permitted, except where the failure is ours.
Custom delivery requests
Where Streetly lets you request transport separately from a marketplace purchase, you must be authorised to send and receive the item and provide accurate pickup, destination, recipient, contact, timing and access information. A request is not accepted until Streetly confirms it. The route, service scope, applicable restrictions and total fee are shown or confirmed before payment. Tell us accurately what is being carried and disclose any handling risk.
Unless Streetly expressly agrees in writing, do not use custom delivery for unlawful, stolen, counterfeit, dangerous or inadequately packaged items; weapons or explosives; hazardous or infectious material; live animals; cash or negotiable instruments; controlled drugs; or anything whose transport requires a licence or specialist handling that has not been arranged. We may inspect the description, refuse or stop a delivery where reasonably necessary for safety or law, and contact the relevant authorities where required.
You must have authority to give us another person’s name, telephone number, address and instructions and should tell them that Streetly will use those details for the delivery. Pickup or handover codes, QR codes and barcodes must be kept private and used only for the relevant order. Streetly may record scan status, timestamps, route progress, start or completion location, a proof photo and driver note to confirm service and handle a dispute. A code or image is evidence of fulfilment, but it does not remove any statutory right or conclusively decide a dispute.
Risk in goods passes as required by law, normally when they enter your physical possession or that of a person you identified. Ownership passes when the relevant seller has received full payment, unless the law or seller’s terms require otherwise. For collection, follow the instructions and collect within the stated period. Perishable or prepared goods may not be refundable where non-collection is your responsibility and no statutory right applies.
7. Library of Things transport
Streetly may work with local Library of Things venues to transport an item that you have booked, including collection from a venue, delivery to you and return after use. Unless expressly stated otherwise, the booking, loan or hire contract is between you and the relevant Library of Things venue or provider; Streetly is not the lender, owner or hirer of the item.
The venue’s terms govern eligibility, item use, deposits, damage, loss, extensions, late returns and cancellation of the booking. Streetly’s responsibility is limited to the transport service it agrees to provide, subject to these terms and your statutory rights. Check the item promptly and report transport damage, a missing item or an incorrect handover as soon as reasonably possible. You remain responsible for using the item safely and returning it ready at the agreed time and place. Keep any venue booking or security code confidential, enter it accurately and share it only through the method requested for the relevant transport.
8. Cancellations, returns and refunds
Contact us promptly through Streetly or at hello@estreetservices.com. Whether an order can be stopped depends on contract acceptance, preparation, dispatch, the type of goods or service and applicable law.
Change-of-mind rights
For many distance purchases of goods, a consumer has 14 days after receiving the goods to notify the seller of cancellation and a further 14 days to return them. Exceptions include rapidly perishable goods; sealed hygiene goods once unsealed; personalised or made-to-order goods; and certain dated leisure, catering, transport or delivery services. Food, flowers, medicines, prepared meals and similar local products may therefore have a different or no change-of-mind right.
Where the statutory right applies, follow the return instructions and take reasonable care of the goods. You may have to pay direct return costs if clearly told before purchase. The seller may make a lawful deduction for handling beyond what is reasonably necessary to inspect the goods.
Faulty, unsafe, damaged or misdescribed items
Goods must be as described, of satisfactory quality and fit for purpose, and services must be provided with reasonable care and skill. If something is faulty, damaged, unsafe, missing or materially misdescribed, contact us promptly with the order details and useful evidence. Depending on the circumstances, you may be entitled to rejection and refund, repair, replacement, repeat performance or a price reduction. Short-life perishables should be reported as soon as reasonably possible.
Refund timing
Statutory cancellation refunds are made without undue delay and within the applicable legal deadline—generally 14 days after the seller receives returned goods or evidence of return, or 14 days after cancellation for a service where no goods are returned. A seller may lawfully withhold a goods refund until return or evidence of return. The basic outbound delivery charge is refunded where legally required; an extra amount chosen for enhanced delivery may not be. Approved refunds use the original payment method unless you expressly agree otherwise. Card providers control when funds appear after initiation.
9. Reviews, ratings and user content
This section applies if Streetly invites, publishes or displays reviews, ratings or other user content.
A review must reflect a genuine experience and must not be fake, misleading, abusive, defamatory, unlawful or copied without permission. Do not submit or commission reviews in exchange for an undisclosed payment, discount, gift or other incentive. Any permitted incentive must be disclosed clearly and must not depend on a positive rating.
We take reasonable and proportionate steps designed to prevent and remove fake reviews, concealed-incentive reviews and misleading review information. These may include verifying purchases, assessing review risks, using proportionate automated signals and human review, asking for evidence, labelling incentivised content and rejecting, restricting or removing content that breaches these terms or creates a legal or safety risk. We do not promise to publish every review and may moderate for relevance and integrity, but we will not suppress a review merely because it is negative or present ratings in a misleading way. Vendors must not manipulate ratings, pressure customers or misuse catalogue listings to inherit unrelated reviews.
You retain ownership of content you submit and give Streetly a non-exclusive, worldwide, royalty-free licence to host, format, reproduce and display it for operating, moderating and promoting Streetly. The licence ends when the content is deleted except for lawful records, backups and material already used with your permission. You confirm that you have the right to submit it.
10. Acceptable use and intellectual property
Do not use Streetly unlawfully or fraudulently; interfere with security or availability; scrape, harvest or copy the service at scale without permission; upload malware; impersonate anyone; create accounts to evade restrictions; abuse vendors, couriers, users or staff; manipulate search, stock, prices, promotions or reviews; disclose or misuse a pickup, delivery or security code; or use personal information for an unrelated purpose. Ordinary sharing of public links and reasonable personal search-engine use are permitted.
Vendor, administrator and delivery access is restricted to authorised personnel and the permissions assigned to their role. Do not share staff accounts, attempt to obtain Master-level or another elevated privilege without authority, or view, change, export or disclose customer, vendor, order or delivery information except for authorised Streetly work. Streetly may log staff and administrative activity for security, accountability and dispute handling.
Streetly software, design, branding and original content belong to us or our licensors. Vendors retain their rights in names, logos, images and catalogue content and license us to use them as described below. We grant you a limited, revocable, non-transferable licence to use Streetly for lawful personal shopping. The app is licensed, not sold. App-store terms may also apply. Third-party links and services are governed by their own terms.
11. Additional vendor terms
This section applies to participating vendors together with any signed vendor agreement. If that agreement conflicts with this section on a commercial matter, the signed agreement prevails. A partnership enquiry alone does not create a vendor relationship.
- Provide and maintain accurate trader identity, contact, catalogue, total price, stock, allergen, safety, licence, opening-hour and fulfilment information.
- Provide complete and accurate identity, address, tax-identification, financial-account and transaction information that Streetly is required to collect or verify under digital-platform reporting rules; cooperate with reasonable checks; and review the copy of reportable information supplied by Streetly.
- Comply with consumer, unfair-trading, product-safety, food, age-restriction, advertising, environmental, tax and data-protection law relevant to the business and products.
- Do not sell prohibited, recalled, counterfeit, unsafe or unlawfully imported products; maintain traceability and notify Streetly immediately of a safety issue, enforcement contact or recall.
- Accept, prepare, package and fulfil accepted orders promptly and safely; keep product, stock, availability, operating-hour and collection status accurate; report delays, substitutions, stock errors and closures.
- Use customer information only to fulfil and support an order, meet law or for another purpose that is independently lawful and transparent.
- Protect staff credentials and restrict each worker to the appropriate vendor, order and delivery functions; promptly remove access when it is no longer authorised.
- Use handover scans, fulfilment status and delivery evidence honestly and do not mark an order prepared, collected, delivered or refunded before the relevant action occurs.
- Do not submit, commission, procure or publish fake or concealed-incentive reviews, manipulate rankings or make misleading price or availability claims.
- Maintain an active Stripe Connect account and authorise agreed fees, refunds, chargebacks and payout adjustments.
- Maintain suitable insurance and evidence of licences, registrations and compliance where relevant.
- Grant Streetly a non-exclusive, worldwide, royalty-free licence during the relationship to host, format, adapt and display supplied names, marks, copy and images to operate and promote Streetly and the vendor.
Where digital-platform reporting rules apply, Streetly may report prescribed seller identity and transaction information to HM Revenue & Customs and provide the vendor with a copy of the information reported. Such reporting does not determine whether the vendor owes tax.
We may correct or remove a listing, stop sale, notify affected customers or authorities, arrange a recall, hold a payout where lawfully justified or suspend access while investigating safety, fraud, legal, payment or serious service concerns. Where required, we will provide the vendor with reasons and an appropriate opportunity to respond or complain. Refunds funded by Streetly on a vendor’s behalf remain recoverable where the vendor is responsible.
12. Responsibility and liability
We do not exclude or limit liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of rights that cannot legally be excluded.
If you are a consumer, we are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, business loss arising from consumer use, or delay or failure caused by circumstances outside our reasonable control where we took reasonable steps. This does not remove rights relating to goods, services, refunds or delivery. A vendor remains responsible for its products and performance of its sales contract.
If you use Streetly wholly or mainly for business purposes, subject to liabilities that cannot lawfully be limited, neither party is liable for indirect or consequential loss or loss of profit, revenue, goodwill or anticipated savings. Our aggregate liability relating to a business user in any 12-month period is limited to the greater of £500 and the fees that user paid to Streetly in that period, except where a signed agreement provides another lawful limit.
We aim to keep Streetly available but do not promise uninterrupted access. Maintenance, security incidents, connectivity or cloud failures, extreme weather, transport disruption, vendor events and circumstances outside reasonable control may affect the service.
13. Suspension, account closure and changes
You may stop using Streetly and request account closure. We may restrict or suspend access where reasonably necessary for security, safety, suspected misuse, legal compliance, unpaid amounts or material breach. Where appropriate, we will explain the action and allow a reasonable opportunity to resolve or challenge it.
Closure does not affect accepted orders, accrued rights, payment or refund obligations, legal records, or terms intended to continue. We may change Streetly and these terms. Material changes will be communicated reasonably in advance where practicable and will not retrospectively remove accrued consumer rights. Continued use after an effective change means the revised terms apply to future use, but we will seek fresh agreement where the law requires it.
14. General terms
If a court finds part of these terms unlawful, the rest continues. Delay in enforcement is not a waiver. You may not transfer your rights or obligations without consent; we may transfer ours as part of a reorganisation or sale if this does not reduce consumer rights. These terms do not give enforcement rights to anyone else, except that a vendor may enforce terms expressly concerning its sale.
English law governs these terms. If you are a consumer, you may bring proceedings in the courts of the UK nation where you live and retain any mandatory protections of that nation. Business disputes are subject to the exclusive jurisdiction of the courts of England and Wales unless a signed agreement states otherwise.
15. Contact and complaints
Questions, complaints and cancellation notices can be sent to hello@estreetservices.com, by telephone on +44 (0) 7900 956952, or by post to eStreet Services Ltd, Studio 1, 305A Goldhawk Road, London, W12 8EU, United Kingdom. Include the order number, vendor and requested outcome where relevant. We aim to acknowledge complaints promptly, investigate fairly and communicate an outcome.
If the complaint concerns a vendor’s product or sales contract, Streetly may pass it to that vendor and help coordinate a response. This does not reduce your right to pursue the seller or use any court, regulator, ombudsman or alternative dispute-resolution route available by law. We will tell you about an applicable certified alternative dispute-resolution provider where we are legally required to do so.