Acceptable Use Policy

1. Who may use Twiinie

To use Twiinie you must:

• be able to enter into a binding agreement with us;
• provide accurate, current and complete information when you create an account, and keep it up to date;
• use the account you created yourself, and keep your password confidential;
• be at least the legal drinking age to order alcohol, which we verify from the date of birth on your account before checkout; and
• comply with the law wherever you are using the service.

2. What you may not do

You may not use Twiinie to:

• break the law, or help anyone else to;
• impersonate another person, or create an account in someone else's name;
• order age-restricted items for a person who is under the legal age, or pass them on to one;
• buy items in order to resell them;
• harass, threaten, defame or discriminate against anyone, including vendors, couriers and our staff;
• send content that is unlawful, abusive, obscene, hateful or infringes someone else's rights; or
• interfere with another person's use of the service.

3. Payments, refunds and chargebacks

When you pay for an order you agree not to:

• use a card, account or payment method you are not authorised to use;
• claim that an order was not received, or not as described, when it was;
• raise a chargeback or dispute for an order you placed and received, rather than contacting us first;
• exploit a pricing, refund, wallet credit or promotional error; or
• use the service to test payment credentials or to launder funds.

If something has gone wrong with an order, contact us and we will deal with it. Alladyce is the seller for your purchase, so we handle every query and refund with you directly and never send you to a vendor to resolve one. See our Refunds and Cancellations policy.

4. Alcohol and other age-restricted items

Alcohol may only be ordered by a person who is at least the legal drinking age, for their own consumption. Your date of birth is checked before an order containing alcohol can be paid for, and that check is enforced on our servers rather than only in the app.

We may refuse, cancel or decline to deliver an order for alcohol at any point, including on arrival, where we or a vendor or courier reasonably believe the recipient is under age, is unable to prove their age, or is visibly intoxicated. Vendors serve alcohol under their own licence and within the trading conditions that apply at the event.

5. Deliveries, couriers and vendors

So that orders can be delivered safely, you agree to:

• give a delivery location that is accurate, reachable and safe for a courier to reach;
• be contactable while your order is on its way;
• treat couriers, vendors and event staff with respect; and
• not ask a courier to do anything outside the delivery, or anything unlawful or unsafe.

6. Content you submit

Twiinie lets you send messages and images on an order, and add details to your profile. You are responsible for what you submit, and you must have the right to submit it.

We may remove content that breaches this policy, and we may review order messages where necessary to investigate a complaint, a safety concern or suspected misuse.

7. Platform integrity and security

You may not:

• access, or try to access, an account, order or area of the platform that is not yours;
• probe, scan or test the security of the platform, or get around any access control, age check or rate limit;
• scrape, harvest or bulk-copy content, prices or user information;
• use bots, scripts or automated means to place orders or create accounts;
• introduce malware, or interfere with the operation or availability of the service; or
• reverse engineer, decompile or attempt to derive the source code of our apps, except where the law allows it.

8. Vendors, couriers and other partners

If you use Twiinie as a vendor, courier or other partner, you additionally agree to:

• hold and keep current every licence, permit and registration your activity requires, and give us proof on request;
• meet the food-safety, hygiene and labelling standards that apply to what you supply;
• describe items accurately, including ingredients and allergens, and not substitute an item without approval;
• honour the prices and availability you publish; and
• keep customer information confidential and use it only to fulfil the order.

9. How we enforce this policy

Where we reasonably believe this policy has been breached, we may:

• refuse, cancel or decline to deliver an order;
• remove content;
• limit, suspend or close an account, and refuse further service;
• withhold or reverse wallet credit or a refund obtained through a breach of this policy; and
• report the matter to the police, a regulator or another authority, and cooperate with them.

We will act proportionately, and where it is practical and appropriate we will tell you what has happened and why. Nothing in this policy limits any other right or remedy available to us in law or under our Terms of Service.

10. Reporting a problem

If you believe someone is breaching this policy, or you have a safety or security concern, contact us at support@twiinie.online. If anyone is in immediate danger, contact the emergency services first.

11. Changes to this policy

We may update this policy as the service changes or to meet a legal or regulatory requirement. The effective date above shows when it was last changed, and continuing to use Twiinie after a change means the updated policy applies to you.