Terms & Conditions

The Service is operated by Ascension Labs Ltd, a company registered in England and Wales (company no. 17261748) with its registered office at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. You can contact us at support@myscran.io.

MyScran is a marketplace. We connect you with independent restaurants, takeaways, and food businesses (“Partners”) who prepare and (where applicable) deliver the food you order. Your contract for the food itself is with the Partner; your contract for use of the platform is with us.

You must be 18 or over to use the Service. You agree to give accurate information, keep your account secure, and tell us if you think someone else is using it.

We use Privy to handle sign-in. You can close your account at any time from the account screen.

When you submit an order, you make an offer to buy from the Partner at the price shown in the app. The contract is formed when the Partner accepts your order. If they reject it, we’ll refund the payment in full.

Menus, prices, and availability are set by Partners and can change at any time, including while you’re browsing. We do our best to keep the app accurate but can’t guarantee it.

All prices are in pounds sterling (GBP) and include VAT where applicable. Service fees, delivery fees, and any other charges are shown before you confirm checkout.

Payment is taken at checkout. We use a third-party payment provider and don’t store your full card details.

Allergen, ingredient, and nutritional information is provided by Partners. We pass it on as we receive it but can’t verify it independently. If you have a food allergy, intolerance, or other dietary requirement, please contact the Partner directly before ordering and check the food on arrival.

Cross-contamination is possible in busy kitchens. If your needs are severe, we recommend speaking to the Partner before placing an order.

Estimated times shown in the app are guidance only. Traffic, weather, and kitchen workload can affect timing. Delivery is to the address you give at checkout — please make sure it’s correct and that someone is there to receive the order.

For collection orders, please pick up within a reasonable time of the order being marked ready. Food kept too long may no longer be safe to eat.

Because food is prepared to order, your statutory right to cancel under the Consumer Contracts Regulations 2013 doesn’t normally apply once a Partner has accepted the order. You may be able to cancel before acceptance — open the order in the app and tap Cancel.

If something goes wrong (missing items, wrong order, food quality, late delivery affecting safety), contact us as soon as possible with your order number. We’ll review the case with the Partner and issue a refund or other remedy where appropriate. Nothing here affects your statutory rights under the Consumer Rights Act 2015.

Section 7 covers your statutory rights and the general refund approach. This section sets out the specific refund flow built into the app.

You can request a refund up to 24 hours after your order is marked delivered or collected. You can also request a refund at any time while an order is “out for delivery” — for example if the driver is significantly off-route or has stopped moving.

When you open a refund request you’ll be asked to pick a reason from these categories:

• missing item — something on the receipt didn’t arrive;
• wrong item — you received something you didn’t order;
• quality — the food arrived in poor condition;
• never arrived — the order didn’t reach you at all;
• very late — the order arrived well outside the estimated window;
• other — anything else, with a short description.

The Partner reviews your request within 48 hours and approves it, declines it, or counter-offers a partial refund. If they don’t respond in time, MyScran steps in and decides on their behalf.

MyScran may also review or override either decision — for example, to approve a refund the Partner declined, or to decline a request we believe is being abused. This is to keep both sides protected; we’ll act fairly and let you know when we’ve stepped in.

When you submit a request you choose how you’d like the refund returned:

• <Text style={styles.bulletStrong}>MyScran credit</Text> — added to your account instantly when the refund is approved. You can spend it on any subsequent order, in full or in part. Credit expires twelve months after it’s issued and cannot be transferred, gifted, or cashed out. If you close your account before spending it, any remaining credit is forfeited.
• <Text style={styles.bulletStrong}>Original payment method</Text> — returned to the card or wallet you paid with. Card refunds typically take 5–14 business days to appear, depending on your bank — that timing is set by Stripe and your card issuer, not by us.

Either way the approved amount is the same; only the speed and destination differ. If you don’t choose, the request defaults to a return to your original payment method.

Any tip you added at checkout is handled separately from the restaurant refund. A refund of the food doesn’t automatically reverse the tip; if you’d like the tip refunded as well, mention it when you raise the request and we’ll handle that part directly. Tips are never paid back as MyScran credit.

You agree not to:

• use the Service for anything unlawful;
• mistreat or abuse Partners, drivers, or our support team;
• create accounts using false information or other people’s details;
• attempt to scrape, copy, or interfere with the Service.

We may suspend or close accounts that breach these rules, particularly where there’s repeated abusive behaviour or suspected fraud.

We’re responsible for the platform itself: keeping it available, processing your payment, and passing your order to the Partner. The food, its preparation, and (where relevant) its delivery are the Partner’s responsibility.

Nothing in these Terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that can’t be limited by law. Subject to that, our total liability to you for any matter arising out of these Terms is limited to the value of the order in question.

We process your personal data in line with our Privacy Policy. By using the Service you confirm you’ve read it.

We may update these Terms from time to time. If a change is significant we’ll let you know in the app or by email. The “Last updated” date at the top tells you when the current version came into effect.

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute, except where mandatory consumer protection rules in your country of residence say otherwise.

For questions or complaints about your order or these Terms, email support@myscran.io with your order number where relevant.