Terms of Service

Background Information

These Terms and Conditions ("Terms") govern the use of the InstaBuy marketplace, website, mobile application and related services (the "Platform") operated by INSTABUY LTD, a company registered in the United Kingdom ("we", "us" or "InstaBuy"). By accessing or using the Platform, you ("User", "Customer" or "you") agree to be legally bound by these Terms. The Customer must read, understand and agree to these Terms before using the Platform. If you do not agree to these Terms, you must not access or use the Platform.

1. Introduction

1.1 InstaBuy operates as an online marketplace. Independent third-party sellers ("Sellers") list, offer and sell products through the Platform. When you purchase a product on InstaBuy, you enter into a sales contract directly with the relevant Seller, not with InstaBuy. InstaBuy is not the seller of the products unless explicitly stated on a specific product page. For the avoidance of doubt, in these Terms, "Sellers" refers exclusively to third-party sellers, and any instance where INSTABUY LTD acts as a seller on the platform will be clearly and explicitly stated.

1.2 InstaBuy acts primarily as an intermediary and payment facilitator for the Sellers for the purpose of facilitating orders, payments and communications. We provide the Platform, process orders on behalf of Sellers, and enable you to discover and purchase products. We do not manufacture, store, own, control, inspect, test or fulfil the products sold on the Platform unless specifically stated otherwise.

1.3 InstaBuy does not assume liability for the products themselves, the accuracy of product descriptions provided by Sellers, the performance or conduct of the third-party Sellers, or any obligations arising from the sales contract between you and the third-party Seller. We make no representations or warranties regarding the products or services offered by third-party Sellers. Your primary recourse for issues relating to products purchased from third-party Sellers is with the Seller directly.

1.4 InstaBuy is not the manufacturer, importer, or seller of products (except where InstaBuy is explicitly stated as the seller on a specific product page) and has no product liability obligations under the Consumer Protection Act 1987 or any other applicable product safety legislation. All product liability, including liability for defective products that cause personal injury or property damage, rests solely with the Seller who listed the product and/or the manufacturer or importer of the product. Customers who suffer harm from defective products should pursue claims directly against the Seller, manufacturer, or importer as appropriate.

2. Age Restrictions and Geographic Limitations

2.1 By using the Platform, you confirm that you are at least 18 years of age or have parental or guardian consent, and that you will use the Platform in accordance with these Terms and all applicable laws.

2.2 The Platform currently operates exclusively in and ships only to addresses within Great Britain (England, Scotland, and Wales). We do not currently operate in or ship to Northern Ireland, the Channel Islands, the Isle of Man, or any other territories or jurisdictions. The InstaBuy mobile application is listed only on the UK App Store and UK Google Play Store and is intended for use only by residents of Great Britain.

2.3 By placing an order, you confirm that your delivery address is located within Great Britain and that you are ordering from within Great Britain. If you place an order with a delivery address outside Great Britain, or if you access or use the Platform from outside Great Britain, you are in breach of these Terms.

2.4 We reserve the right to cancel any orders placed from outside Great Britain or for delivery outside Great Britain without prior notice. In such cases, we are not obligated to provide any compensation, refund, or order fulfilment. Any payments made for cancelled orders due to geographic restrictions will be refunded, but we accept no liability for any consequential losses or damages arising from such cancellations.

3. Use of the Platform

3.1 The Platform is primarily accessed through our mobile application. Users interact with the Platform to browse products, place orders and manage their purchases through the application interface.

3.2 You may use the Platform as a guest or as a registered account holder. Guest accounts allow you to place orders without creating a full account. Data associated with guest accounts is stored on your device, except for order data which must be processed and stored to fulfil your order. You may convert a guest account to a full registered account at any time.

3.3 For each order, you must create or select a shipping details object which includes the complete shipping address, recipient name, phone number and email address. Orders placed to the same shipping details object from the same Seller may be consolidated for shipping purposes. While you may designate different delivery addresses for various purposes (such as home, work, or gift deliveries), we expect that the recipient identified in the shipping details is the same individual who has arranged and paid for the order, or has authorised such purchase on their behalf. You must provide accurate and complete information to ensure successful delivery.

3.4 We reserve the right to display different prices and shipping costs based on geographical areas due to legitimate factors such as shipping distance, delivery logistics, and applicable taxes. All such variations are based solely on objective commercial considerations and delivery costs. We do not discriminate or make pricing decisions based on any personal characteristics, and we are committed to fair and equal treatment of all customers.

3.5 InstaBuy strictly prohibits and condemns any form of money laundering, fraud, terrorist financing, or other illegal financial activities. In accordance with our obligations under the Money Laundering Regulations 2017 and the Proceeds of Crime Act 2002, we reserve the right to conduct identity verification checks. Such checks may be required if: (a) we reasonably suspect any irregularity or fraudulent activity; (b) a single order exceeds £500 in value; or (c) the cumulative value of orders from a single account (whether guest or registered) exceeds £1,000 within any 12-month period. Failure to provide satisfactory identity verification when requested may result in order cancellation, account suspension, or termination of access to the Platform. We may also report suspicious activity to relevant authorities as required by law.

3.6 An order is only eligible to be counted as a valid order and its processing will only commence after payment has been successfully processed through our third-party payment processor. If the payment processor is unavailable, experiences technical issues, or if payment processing fails for any reason, your order will not be registered on the Platform and will not be submitted to the Seller. In the unlikely event that payment is successfully taken but an order is not processed or registered due to a technical error, you are entitled to a full refund of the amount charged. In such cases, please contact our customer support team immediately with details of the transaction.

3.7 We comply with the General Data Protection Regulation (GDPR), the UK Data Protection Act 2018, and all applicable data protection laws. Further information about how we collect, use, store, and protect your personal data, including your rights as a data subject, data retention periods, and our role as a Data Controller, is set out in detail in our Privacy Policy, which should be read in conjunction with these Terms.

3.8 We use cookies and analytics tools on our Platform to improve user experience, analyse usage patterns, and provide personalised services. Our website uses cookies solely for Google Analytics purposes. The mobile application does not use cookies. All information about the cookies and analytics tools we use, why we use them, how we collect and process such data, and how you can manage your preferences is provided in detail in our Privacy Policy.

3.9 In the event of platform downtime, technical failures, or service interruptions, we will attempt to communicate with affected users by email, particularly those with active orders or pending transactions. If your order has been dispatched prior to any platform interruption, you should not be affected. For customers who have paid but whose orders are awaiting processing during an interruption, we will provide email updates and information about the status of your order and available options. We are not liable for any losses, inconvenience, or damages resulting from platform downtime or service interruptions, subject to our obligations under clause 12.

3.10 By accepting these Terms and using the Platform, you consent to receive email communications from InstaBuy to the email address you provide when placing orders or creating an account. These communications include: (a) transactional emails related to your orders, including order confirmations, invoices, shipping notifications, and order status updates; (b) service-related emails regarding your account, platform updates, and important notices; and (c) marketing and promotional emails about InstaBuy services, features, and offers. Transactional and service-related emails are essential to the operation of the Platform and cannot be opted out of while you use the service. However, you may opt out of receiving marketing and promotional emails at any time by using the unsubscribe link provided in each marketing email or by adjusting your communication preferences in your account settings.

4. Formation of Contract and Order Process

4.1 When you place an order on the Platform, you make an offer to purchase products from the relevant Seller.

4.2 The order process works as follows: you select a product and view its details; you press the button displaying the total price (including the product price and any applicable shipping costs); you are then directed to complete payment using one of our accepted payment methods through our secure third-party payment processor; and upon successful payment processing, your order is submitted to the Platform.

4.3 Currently, we accept Apple Pay and Google Pay as payment methods, and subsequently all payment cards and methods that are accepted and supported by these services. We have implemented these payment methods to enable the full intended user experience of InstaBuy, providing fast, secure, and seamless transactions. Other payment methods are not accepted at this time. We reserve the right to add, remove, or modify accepted payment methods at our sole discretion without prior notice.

4.4 Upon placing an order, if payment is successful, you will receive an order acknowledgement through the app and a payment receipt from our third-party payment processor. If you do not have a full account, you will also receive an email confirmation. Registered account holders will not receive email confirmations to reduce unnecessary communications, as they can track all orders within the app. Once your order completes the finalisation period and is confirmed, you will receive an invoice via email to the email address provided with your order.

4.5 If you purchase multiple products from the same Seller and select the same delivery address, the Platform may display a reduced shipping option. This option, if selected, will consolidate your products into a single shipment. Each subsequent product purchased from the same store to the same address within the consolidation window will be added to the same shipment where this option is available.

4.6 Orders enter a finalisation period of one hour from the time of purchase. During this period, your order is being processed. We reserve the right to adjust this timeframe or to close the finalisation window with minor deviations of a few minutes based on operational requirements. The order may become visible to the Seller before finalisation, but the Seller is only permitted to manage and update the order once it has been finalised.

4.7 A binding contract of sale is formed between you and the Seller when the Seller dispatches your order. At this point, the Seller accepts your offer to purchase.

4.8 Once dispatched, the Seller will typically provide a tracking code which you can use to monitor the delivery of your order. In some cases, tracking information may not be available, and InstaBuy is not responsible for providing tracking details or ensuring their accuracy.

4.9 InstaBuy facilitates this process but is not a party to the contract of sale between you and the Seller (unless InstaBuy is explicitly stated as the seller on the product page).

5. Delivery and Fulfilment

5.1 Once your order has been finalised and submitted to the Seller, the Seller is responsible for processing, packaging, and dispatching your order. Sellers typically take 1 to 2 business days to process and dispatch orders, though this may vary depending on the Seller and product availability.

5.2 After dispatch, delivery times depend on the shipping service selected by the Seller. The typical delivery services offered provide delivery within 24 hours or 2 to 3 business days from the date of dispatch. On average, orders for products shipped from the United Kingdom take 2 to 3 business days from the date of order placement to delivery, combining both processing and delivery time.

5.3 The delivery timeframes mentioned above are estimates only and are not guaranteed. Actual delivery times may vary due to factors including but not limited to product availability, Seller processing times, shipping carrier delays, weather conditions, customs clearance (for international orders), and other circumstances beyond InstaBuy's control. InstaBuy is not responsible for delays caused by Sellers or third-party shipping carriers.

5.4 In accordance with the Consumer Contracts Regulations 2013, unless otherwise agreed with the Seller, goods must be delivered within 30 days from the date your order is placed. If delivery is significantly delayed beyond the estimated timeframe or the 30-day period, you should first contact the Seller directly through the Platform's messaging system to enquire about the status of your order.

5.5 If the Seller does not respond within 3 to 5 business days or fails to provide a satisfactory resolution regarding delayed delivery, you may escalate the matter to InstaBuy customer support. We will attempt to facilitate communication and resolution, but as the contract of sale is between you and the Seller, the Seller remains responsible for fulfilling the delivery obligations.

6. Cancellations, Returns and Refunds

6.1 Cancellation, return and refund policies are determined by each individual Seller and are displayed in the Seller's information on the Platform. You must contact the Seller directly to request cancellations, returns or refunds.

6.2 Under UK consumer protection law, you have the right to return goods due to a change of mind within 14 days from the date of delivery or if they are faulty.

6.3 Before your order is dispatched, you have the right to cancel. You may contact the Seller through the Platform's messaging system to request cancellation. At this point cancellation is not guaranteed.

6.4 If your order has been dispatched and is in transit, you must wait until you receive the goods. Once received, you have 14 days to return the goods and receive a refund if you have changed your mind, in accordance with the Consumer Contracts Regulations 2013. You must notify the Seller of your intention to return the goods and follow their return process.

6.5 If goods are faulty or not as described, you must contact the Seller and explain the issue. Under the Consumer Rights Act 2015, you are entitled to reject faulty goods and receive a full refund if you report the fault within 30 days of receipt. For faults reported within the first 6 months after delivery, it is presumed that the fault existed at the time of delivery unless the Seller can prove otherwise. After 30 days but within 6 months, the Seller may offer a repair or replacement before providing a refund. After 6 months, you may still be entitled to a repair, replacement, or partial refund if you can demonstrate that the fault existed at the time of purchase, subject to fair use and the age of the product.

6.6 Return shipping costs are the responsibility of the Customer unless the goods are faulty or not as described. Specific return terms will be outlined in the Seller's policies.

6.7 Where applicable, refunds will be processed by the Seller. As required by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, Sellers must refund the cost of the standard shipping option in addition to the product price when a refund is due. InstaBuy may process refund payments on behalf of Sellers but does not determine refund eligibility or amounts.

6.8 Refunds shall be processed without undue delay and, in any event, within 14 days of the Seller agreeing that a refund is due, in accordance with UK consumer protection law.

7. Sellers' Rights and Responsibilities

7.1 Each Seller is an independent business operating on the Platform. Sellers are solely responsible for all aspects of their business and the products they offer.

7.2 Sellers are responsible for ensuring that all product listings are accurate, complete and not misleading. This includes product descriptions, specifications, images, prices and availability information.

7.3 Sellers must ensure that all products offered for sale comply with applicable UK and international laws, regulations and safety standards. This includes but is not limited to product safety regulations, labelling requirements, age restrictions and intellectual property laws.

7.4 Sellers are responsible for product quality and fitness for purpose. Products must match their descriptions and be of satisfactory quality as required by the Consumer Rights Act 2015.

7.5 Sellers must fulfil orders in a timely manner, provide appropriate packaging to protect goods during transit, and arrange shipping in accordance with the delivery terms stated in their listings.

7.6 Sellers are responsible for providing customer service, responding to customer enquiries, handling complaints, processing returns and issuing refunds where appropriate.

7.7 Sellers grant InstaBuy the right to process payments on their behalf and to facilitate communications between Sellers and Customers through the Platform.

7.8 All Sellers undergo a vetting process before being permitted to sell on the Platform. This process includes review of business history, and evaluation against certain performance metrics and customer service standards that we expect all Sellers to maintain. Notwithstanding this vetting process, InstaBuy is not responsible for any failure by Sellers to meet these obligations or the obligations set out in these Terms. Customers should report any concerns about Sellers by using our contact information.

7.9 InstaBuy maintains appropriate insurance coverage for its platform operations, including cyber liability and professional indemnity insurance. All Sellers are required to maintain their own product liability insurance and business insurance commensurate with their activities and the products they sell. InstaBuy's insurance coverage does not extend to products sold by third-party Sellers or any claims arising from Seller conduct, product defects, or contractual obligations between Sellers and Customers.

8. Customers' Rights and Responsibilities

8.1 As a Customer, you have the right to receive accurate information about products, fair treatment in accordance with consumer protection laws, and the statutory rights afforded to you under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

8.2 You are responsible for providing accurate information when placing orders, including delivery details and contact information. You must ensure that the information provided is sufficient to enable successful delivery of your order.

8.3 You must use the Platform in a lawful manner and must not use the Platform to engage in fraudulent activity, abuse the Sellers or other users, or breach any applicable laws or regulations.

8.4 You are responsible for maintaining the security of your account (if you create one) and for all activities that occur under your account. You must not share your account credentials with others.

8.5 You must not attempt to circumvent the Platform to contact or transact with Sellers outside of InstaBuy, as this may deprive you of protections offered through the Platform.

8.6 You must pay for all orders you place at the time of purchase using one of our accepted payment methods. Payment is processed through our secure third-party payment processor before your order is submitted to the Platform. You must have authorisation to use the payment method you select and sufficient funds or credit available. In the event of payment processing issues, transaction failures, or if a payment is declined by your payment method provider, your order will not be placed. Chargebacks or payment disputes initiated without valid reason (such as fraud, unauthorised transactions, or non-delivery of goods) may result in suspension or termination of your access to the Platform, and may be reported as fraudulent activity.

8.7 You agree to treat Sellers with respect and to communicate professionally when raising issues or requesting assistance.

Failure to comply will result in account suspension.

9. Prices and Payment

9.1 All prices displayed on the Platform are set by the individual Sellers and are stated in pounds sterling (GBP) unless otherwise indicated.

9.2 Prices include VAT (Value Added Tax) where applicable, unless stated otherwise. Delivery charges are stated separately and will be added to your order total. VAT is calculated, collected, and remitted by the individual Sellers in accordance with UK tax regulations. Each Seller is responsible for their own VAT registration, VAT compliance, and VAT reporting. InstaBuy is not responsible for Sellers' VAT obligations or tax compliance.

9.3 Due to technical reasons, including system errors or failures to update listings, prices displayed on the Platform may occasionally be inaccurate. We do our best to ensure pricing accuracy, but errors can occur.

9.4 If you believe there is a pricing error or discrepancy, you must contact the Seller first to clarify. If you believe the error originates from the Platform itself, you should contact InstaBuy customer support.

9.5 Neither the Seller nor InstaBuy is obligated to honour orders placed at an incorrect price caused by a genuine pricing error, particularly where the error is obvious and unmistakable. Examples for this are: orders priced 0.00.

9.6 Payment is processed at the time you place your order through secure third-party payment processing services. We currently accept only Apple Pay and Google Pay as payment methods, and subsequently all payment cards and methods that are accepted and supported by these services. By making a payment, you agree to comply with the terms and conditions of the applicable payment method provider (Apple Inc. or Google LLC, as appropriate) and our third-party payment processor. You must ensure that you have authorisation to use the payment method you select.

9.7 InstaBuy processes payments on behalf of Sellers. When you make a purchase, you authorise us to collect payment and remit it to the Seller, minus any applicable fees. The specific fee structure and amounts are not publicly disclosed as they form part of the commercial contract between InstaBuy and each individual Seller. These fees do not affect the price you pay, which is set by the Seller and displayed to you before purchase.

9.8 Payment funds are held and processed by our third-party payment processor in accordance with their terms and security standards. InstaBuy does not directly hold customer payment funds. The payment processor manages the secure storage, processing, and transfer of funds in compliance with applicable payment card industry standards and financial regulations. For any payment-related disputes, you may need to contact both the Seller and the payment processor as appropriate.

10. Intellectual Property

10.1 All intellectual property rights in the Platform, including but not limited to the website, mobile application, software, design, text, graphics, logos, trademarks and trade names, are owned by or licensed to InstaBuy, the Sellers, or the respective product brands. You may not reproduce, distribute, modify or create derivative works from any part of the Platform without our prior written consent.

10.2 Sellers retain ownership of all intellectual property rights in their product listings, images, descriptions and other content they upload to the Platform. By listing products, Sellers grant InstaBuy a non-exclusive, worldwide licence to use, display and distribute such content for the purpose of operating the Platform.

10.3 By submitting reviews, ratings, messages or other content to the Platform, you grant InstaBuy a perpetual, royalty-free licence to use, reproduce, modify and display such content in connection with the operation of the Platform. You must not submit content that infringes the intellectual property rights of others.

11. Prohibited Activities

11.1 You must not use the Platform to engage in any unlawful, fraudulent, harmful, or inappropriate activity. Prohibited activities include, but are not limited to: attempting to gain unauthorised access to the Platform or other users' accounts; interfering with the proper functioning of the Platform; using automated systems or software to extract data from the Platform (scraping); impersonating any person or entity; posting content that is defamatory, obscene, threatening, discriminatory, or otherwise objectionable; abusing the Platform or its API, including but not limited to distributed denial-of-service (DDoS) attacks, attempts to unlawfully obtain source code, or any other form of technical abuse or exploitation.

11.2 You must not use the Platform to sell, offer or advertise illegal, counterfeit, stolen or prohibited goods or services. You must not engage in price manipulation, false advertising, or any form of deceptive practice.

11.3 You must not attempt to circumvent the Platform's systems, including payment processing, to avoid fees or to conduct transactions outside of the Platform. Any violation of these prohibitions may result in immediate suspension or termination of your account and may be reported to relevant authorities.

12. Limitation of Liability

12.1 Nothing in these Terms excludes or limits InstaBuy's liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.

12.2 Subject to clause 12.1, InstaBuy's total liability to you for all claims arising out of or in connection with these Terms or your use of the Platform, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the greater of: (a) £1,000; or (b) the total amount paid by you to Sellers through the Platform in the 12 months preceding the event giving rise to the claim.

12.3 Subject to clause 12.1, InstaBuy shall not be liable for any indirect, consequential, special or punitive losses or damages, including but not limited to loss of profits, loss of business, loss of revenue, loss of data, or loss of goodwill, even if we have been advised of the possibility of such losses.

12.4 The Platform is provided "as is" and "as available". We make no warranties or representations, express or implied, regarding the Platform's availability, reliability, accuracy or fitness for any particular purpose. We do not warrant that the Platform will be uninterrupted, secure or free from errors.

13. Indemnification

13.1 You agree to indemnify, defend and hold harmless InstaBuy, its directors, officers, employees, agents and affiliates from and against any and all claims, liabilities, damages, losses, costs and expenses (including reasonable legal fees) arising out of or in connection with: your use of the Platform; your breach of these Terms; your violation of any law or regulation; or your violation of any rights of any third party.

13.2 This indemnification obligation will survive the termination of these Terms and your use of the Platform.

14. Termination and Suspension

14.1 InstaBuy reserves the right to suspend or terminate your access to the Platform at any time, with or without notice, if we reasonably believe you have breached these Terms, engaged in fraudulent or illegal activity, or if we suspect that your account or activity poses a risk to the Platform, other users, or Sellers, or if we suspect any irregularity, misconduct, or violation of applicable laws or regulations.

14.2 Upon termination or suspension, you must immediately cease all use of the Platform. Any orders that have been placed and paid for prior to termination will continue to be processed in accordance with these Terms unless the termination is due to fraudulent activity on your part.

14.3 You may terminate your account at any time by contacting InstaBuy customer support. Termination of your account does not affect any rights or obligations that arose prior to termination, including outstanding orders or payment obligations.

15. Dispute Resolution and Governing Law

15.1 These Terms and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.

15.2 You and InstaBuy both agree to attempt to resolve any disputes amicably through good faith negotiations before commencing formal legal proceedings. You may contact us at support@instabuy.it to raise any concerns.

15.3 Subject to clause 15.2, the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with these Terms or their subject matter. Nothing in this clause affects your statutory rights as a consumer.

16. Changes to These Terms

16.1 InstaBuy reserves the right to modify or update these Terms at any time. We will notify you of material changes by posting the updated Terms on the Platform and, where appropriate, by email or through a notification in the app.

16.2 The updated Terms will take effect from the date specified in the notice, which will be no less than 7 days from the date of notification for material changes. Your continued use of the Platform after the effective date constitutes your acceptance of the updated Terms.

16.3 If you do not agree to the updated Terms, you must stop using the Platform. Orders placed before the effective date of updated Terms will be governed by the Terms in force at the time the order was placed.

17. Third-Party Links and Services

17.1 The Platform may contain links to third-party websites, applications or services that are not owned or controlled by InstaBuy. We provide these links for your convenience only and do not endorse or assume any responsibility for the content, privacy policies or practices of any third-party sites or services.

17.2 We use third-party payment processors to handle transactions. Your use of these services is subject to their respective terms and conditions and privacy policies. InstaBuy is not responsible for any issues arising from your use of third-party payment services.

17.3 You acknowledge and agree that InstaBuy shall not be liable for any loss or damage arising from your use of or reliance on any third-party websites, applications or services.

18. Force Majeure

18.1 InstaBuy shall not be liable for any failure or delay in performing its obligations under these Terms if such failure or delay is due to circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, civil unrest, strikes, power failures, internet or telecommunications failures, or changes in law or government policy.

18.2 If a force majeure event occurs, our obligations under these Terms will be suspended for the duration of the event. We will use reasonable efforts to minimise the impact of such events and to resume normal operations as soon as practicable.

19. Severability and Entire Agreement

19.1 If any provision of these Terms is held to be invalid, illegal or unenforceable by a court of competent jurisdiction, such provision shall be severed from these Terms and the remaining provisions shall continue in full force and effect.

19.2 These Terms, together with our Privacy Policy and any other policies or guidelines referenced herein, constitute the entire agreement between you and InstaBuy regarding your use of the Platform and supersede all prior agreements, representations and understandings, whether written or oral.

20. Non-Cancellable Products

20.1 In addition to the cancellation rights set out in Section 6, certain products are excluded from the statutory right to cancel under the Consumer Contracts Regulations 2013.

20.2 The cancellation right does not apply in the case of non-faulty:

• products made to the Customer's specification, clearly personalised, custom-made or commissioned in any way;
• perishable products including but not limited to food, drink and fresh flowers;
• audio or video recordings, computer software, DVDs or CDs which have a security seal which you (or persons you may have given the product to) have opened or unsealed;
• any digitally downloadable products such as but not limited to audio or video recordings, computer software, where you agree that immediate performance of the contract shall result in losing the right of cancellation once the download or streaming of the digital content has begun;
• newspapers, periodicals or magazines;
• items which by their nature cannot be returned, such as where it is physically impossible to return items or where items cannot be restored to the same physical state as they were supplied;
• erotic or intimate products where the internal packaging has been opened or the hygiene seal removed or broken;
• lingerie which has been worn, or where the hygiene seal, tags or labels have been damaged or removed;
• hosiery which has been worn or where the seal is broken;
• items purchased as part of a set, but which have been returned in individual parts or as an incomplete set;
• face coverings due to hygiene reasons (unless still inside sealed packaging); and
• any other products where the right to cancel is excluded by law.

20.3 These exclusions do not affect your statutory rights regarding faulty or misdescribed goods. If any of these products are faulty or not as described, you retain your rights under the Consumer Rights Act 2015.

21. Complaints and Disputes with Sellers

21.1 If you have a complaint or dispute regarding a product, delivery, non-arrival of goods, product defects, or any other matter relating to your order, you must first contact the Seller directly. The Seller is solely responsible for their products, services, and fulfilment of orders. Sellers are required to respond to customer enquiries within 3 to 5 business days.

21.2 If the Seller does not respond within 3 to 5 business days, fails to provide a satisfactory response, or if you are unable to resolve the issue directly with the Seller, you may escalate the matter to InstaBuy by contacting our customer support team. We will attempt to facilitate communication and mediate a resolution between you and the Seller, but we cannot guarantee any particular outcome.

21.3 InstaBuy is not responsible for resolving disputes between Customers and Sellers, and we are not liable for any losses, damages, or issues arising from Seller conduct, product quality, delivery failures, or any breach of the sales contract between you and the Seller. The contract of sale is between you and the Seller, and the Seller remains solely responsible for all obligations under that contract. Our involvement in dispute resolution is purely facilitative and does not create any additional liability on our part.

21.4 If you remain dissatisfied after following the above steps, you may be eligible to use an alternative dispute resolution service. Information about such services will be provided upon request. You also retain your right to bring a claim in court against the Seller.

22. Contact Information

22.1 If you have any questions, concerns or complaints about these Terms or the Platform, please contact us at:

22.2 You may contact our support team via email or by sending correspondence by post to the address above. We aim to respond to electronic communications within 3 to 5 business days. Postal correspondence may take longer to process and respond to.

22.3 For urgent matters, please mark your communication as "urgent" in the subject line of your email.

22.4 INSTABUY LTD is a company registered in England and Wales with company number 16379504. Our registered office address is: Instabuy, 4th Floor, Silverstream House, 45 Fitzroy Street, London, United Kingdom, W1T 6EB.