Terms & Conditions

1.1

Zoom by Ocado is a Website is operated by Ocado Retail Limited (Ocado, "we", "us" or "our"). The terms governing any given use or purchase will be the Zoom by Ocado Terms in effect at the date of your order or specific use. We reserve the right to amend and vary any part of the Zoom by Ocado Terms from time to time. If you use the Website or purchase products after we have published any changes you will be bound by those changes. Accordingly, you should check prior to each use or order to ensure that you understand the precise Zoom by Ocado Terms applicable to your use or purchase.

2.1

You can log into Zoom by Ocado using your Ocado.com log in details. Alternatively, you can create an account on Zoom by Ocado.

2.2

You must be 18 years old or over and must have completed the registration process to place an order. Zoom by Ocado is a consumer service only not a business service. We reserve the right to refuse orders we believe may be for resale, or commercial use. The registration process will require you to provide some compulsory personal information which will be processed in accordance with our Privacy Notice available here.

2.3

You confirm that all information and details you provide to us (including on registration) are true, accurate and up to date in all respects. You can update or correct your details at any time by going to the Account Settings section on the Website.

2.4

When you create an account, you will be provided with login details and asked to use passwords and other means that allow you to access the Website (together your “Login Details”). It is your responsibility to maintain the security and confidentiality of your Login Details and ensure it meets any minimum-security requirements set by us. We will not be liable to you or any other person for any loss or damage which may arise as a result of any failure by you to protect your Login Details. Should you become aware of or suspect any unauthorised use of Login Details, please contact us.

2.5

You are entirely responsible for all activity on your account, including all orders placed from your account.

2.6

We reserve the right to terminate or suspend your account at our sole discretion immediately on giving you notice. We further reserve the right to decline any new customer or suspend or terminate your access to any services that we provide.

2.7

Without prejudice to the generality of condition A.2.6, if we suspect fraud, unauthorised activity or any breach of the Zoom by Ocado Terms, we may suspend your account. Your account will remain suspended until you contact our Customer Hub on 0345 656 1234 and resolve any issues which are capable of being fixed, or provide any information reasonably requested by our Customer Hub advisers to enable them to reactivate your account.

2.8

Alcohol must be ordered by you and delivered by us during the licensing hours granted to us under our licence. If you have ordered alcohol from us, it is your responsibility to ensure that the person accepting delivery is over 18. We operate a "Challenge 25" policy, which means that we may request identification. If we are not satisfied that there is a person at the delivery address who is 18 years of age or over who can accept delivery, we will retain the alcoholic products, and you may incur a re-delivery charge. We may also request identification in relation to other age restricted products.

3.1

Confirmation of your order will occur by us either sending a confirmation email to the email address you provided, a text to the mobile number you provided or push notifications through the Zoom by Ocado app (the “Order Confirmation”).

3.2

Please note that the Order Confirmation does not constitute our acceptance of your order. Acceptance of your order and formation of the contract will take place when we dispatch your order to you. This can be tracked through the mobile app.

3.3

There is a minimum order requirement (excluding delivery charges) for every order placed (the “Minimum Order Requirement”). The Minimum Order Requirement is currently £15.00 (excluding delivery charges), but this may change including temporary changes during certain periods. Any changes to the Minimum Order Requirement will be clearly indicated before you place your order. If you are using a money off voucher, the purchase of cigarettes, cigars, tobacco, postage stamps and infant formula will not contribute to the Minimum Order Requirement relating to that voucher.

3.4

Products are subject to availability and prevailing market conditions. We may limit the quantities of products supplied to you from time to time if in our opinion the quantity ordered jeopardises availability for other customers. In the unlikely event of non-availability of any products when you place your order, you will not be charged for that product.

3.5

Once you have placed your order you cannot edit it.

3.6

If you place an Zoom by Ocado order for delivery within 60 minutes, you have two (2) minutes from the time you place your order to cancel the order.

4.1

The price of products for which you will be charged is the price as stated on the Website at the time you confirm your order, subject to the exceptions set out in the following conditions for which we will not be liable.

4.2

It is possible that on rare occasions some of the products listed on our Website may be incorrectly priced. If a product's correct price is higher than the price stated on our Website, we will normally reject your order for that product and notify you of such rejection. Prior to us dispatching your order, we are under no obligation to provide the product to you at the incorrect (lower), even after we have sent you an Order Confirmation.

4.3

Where items are ordered and sold individually by weight (such as certain fresh meat, poultry, fish, cheese or fruit and vegetables), the price of these items (expressed per kilogram or other appropriate unit of measurement) will be the price on the date that they are weighed by our supplier. We have a price per kg guide and an indicative product weight guide on the Website to assist your planning. If your order includes items sold by weight, we may reserve an amount with your bank that’s slightly higher than your estimated total. Your exact total will be confirmed in your email receipt and deducted from your account after delivery.

4.4

The prices stated on the Website will be inclusive of any VAT payable.

4.5

Delivery charges may apply to each order. If applicable, the charge will be displayed separately on the delivery confirmation page before you finalize your order. Delivery fees are set solely by us and depend on factors like order value, delivery date, time, and address. Charges are subject to variation.

5.1

Payment may be made by debit, credit or charge card, as well as via PayPal. If using the iOS app, you may also pay using ApplePay. The debit, credit and charge cards accepted by us are those listed on the Website.

5.2

We also accept payment by Zoom by Ocado vouchers. No other vouchers or "money off" coupons will be accepted towards payment of an order unless specified otherwise on the Website. Any refunds arising from an order paid for by vouchers shall be given in Zoom by Ocado vouchers.

5.3

We may pre-authorize your payment, including an estimated amount for weighted items. Payment authority is requested from your card issuer between order placement and delivery by 'reserving' an estimated order amount. The full price is debited after delivery. We reserve the right to cancel your order if we are refused authority for payment or reasonably believe that payment will be refused at any stage.

5.4

If orders are not paid for in full or your bank declines payment on your payment card and as a result, money is owing to us, then we reserve the right to suspend your ability to place further orders until such time as the outstanding balance has been paid in full.

5.5

You agree to compensate us in full against all reasonable costs, expenses and outgoings incurred by us in obtaining payments from you in the event a failed payment occurs. This may include an administration charge. We may at any time after a failed payment has occurred ask a debt collection agency to collect payment from you or take any further legal action that we deem appropriate.

6.1

Subject to our compliance with applicable laws, we may change the terms of special offers, or withdraw them altogether, at any time and without prior notice.

6.2

We reserve the right to offer, in our complete discretion, different customers different special offers, promotions and the ability to enter different competitions.

7.1

Your order may be fulfilled by a third-party delivery partner.

7.2

Zoom by Ocado allows you to order for delivery within one hour of placing an order, or later the same day. Operating hours and delivery slots are subject to change and availability. Deliveries will be made to the address specified by you when you place your order. You have the ability to change this address through the "Details & Settings" feature on the Website,It is your responsibility to ensure that the delivery address is correct.

7.3

You can check the postcode finder here to see if we deliver in your area. We reserve the right to restrict deliveries in certain areas, and this includes the right to eliminate certain areas from our delivery geographies altogether.

7.4

We endeavour to ensure that deliveries are made within a short delivery slot and accordingly, it is your responsibility to ensure that an appropriate person is available at the delivery address at all times during the delivery slot to receive delivery of the order. We may ask that an appropriate person signs for the order on delivery.

7.5

Risk of loss and damage of products passes to you at the time the products are delivered to you or are left with a person or in a place nominated by our driver or you. We will not be responsible for any loss or damage caused to the products after delivery.

7.6

Title to the products shall pass to you once we have received payment in full and cleared funds for the products.

7.7

7.8

In the event that no appropriate person is available at your address to receive delivery we may elect to leave your shopping unattended in a place determined by our driver. If your order contains Challenge 25 products, we will not leave your delivery unattended. By instructing us to leave your delivery unattended you confirm that you have read, considered and agreed with the waiver shown to you during the checkout process.

7.9

Adverse weather conditions, unforeseen operational or technical issues or other events outside of our reasonable control may result in the occasional late or cancelled delivery. If that is the case, we will endeavour to contact you as soon as we are able to.

8.1

Please note that it is not possible to hand any items to your Zoom by Ocado delivery driver.

8.2

We advise that you inspect all products, including allergen information, at the time of delivery and notify us of any mis-described, incorrect or defective products promptly after delivery by emailing zoom@ocado.com.

8.3

Food products are frequently reformulated, ingredients may change and manufacturers' data may be incorrect or incomplete. You should not rely solely on the website description and upon delivery you should always double check product labels.

8.4

As a consumer, you have certain legal rights regarding the return of faulty or mis-described products. Our refund procedure described above does not affect your legal rights in relation to such products. You may also have a right to return certain products in accordance with your statutory rights under the Consumer Contracts Regulations. For further information about your legal rights contact your local authority Trading Standards Department or Citizens Advice.

8.5

We will always try to supply you with the full quantity of products that you have ordered. If you are not satisfied with the quantity that you have received, we will arrange with you for non-perishable products to be returned to us (please note that the products must not be used and must be in good condition). In the event that the products delivered to you are incomplete or include incorrect goods, you must notify us promptly by emailing zoom@ocado.com. You will not be charged for any incorrect products or products which you have not received. In any event, subject to condition A.9.1 below, our liability will be limited to the price of the products not delivered or incorrectly delivered and the cost of delivery.

8.6

We ask that items are returned to us with their original packaging and with any tags intact. In the case of items which include a hygiene or security seal, we ask that you exercise reasonable care by not removing the seals while examining the products, unless you are certain that you intend to keep the products. In the event that any seals or tags are removed or tampered with, we shall not permit that item to be returned nor shall we refund the cost of any such item to you.

8.7

Nothing in this condition A.8 shall limit the cancellation right at condition A.3.6

8.8

You have the right to cancel the contract for certain products at any time until the expiry of the 14th day after the date of delivery of the products by notifying us using the helpdesk here. This right does not apply to (i) flowers, meat, fish, milk, baby food and other perishable products; (ii) products that are personalised or otherwise bespoke to your instructions; (iii) sealed products where the seal has been removed or which otherwise cannot be returned for hygiene or health & safety reasons; (iv) supply of newspapers, periodicals or magazines; (v) sealed audio, video or computer products that have been unsealed.

8.9

Where applicable, we will arrange with you for cancelled products to be returned to us, and we will credit your payment card with the price that you paid for such goods within 14 days from the date you returned the products to us (provided payment has already been debited from your payment card). We reserve the right to make an appropriate deduction from the refund if any product has diminished in value due to it having been handled beyond what is necessary to establish its nature, characteristics and function.

8.10

Except in the event of defective products, you will be responsible for the cost of return postage. You will also be responsible for the risk of loss and damage in transit and you are advised to obtain appropriate evidence of posting and use a reliable mailing/courier service for the return.

8.11

We reserve the right to cancel your delivery at any time if we suspect fraud, have reason to believe you are in breach of the Zoom by Ocado Terms or any other terms and conditions relating to your order, or if there is an outstanding payment for any account registered at your address. In the event that we cancel your order, we will contact you and you will be invited to contact our Customer Hub on 0345 656 1234.

9.1

Nothing in these Zoom by Ocado Terms will restrict our liability for death or personal injury resulting from our negligence, breach of contract or breach of statutory duty, nor will any of these terms restrict any of your statutory rights if you are a consumer. For further information about your statutory rights, contact your local authority Trading Standards Department or Citizen's Advice Bureau.

9.2

9.3

The products are sold to you on the basis that you are a customer therefore we will not be liable for any special losses that you might suffer using, re-distributing or reselling the products as part of a business

9.4

In addition to condition 7.8 , we will not be liable (whether in breach of contract, tort, negligence, misrepresentation or otherwise) as a result of any delay in our performance or failure to perform our obligations if that delay or failure to perform is due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood and other acts of God, strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, breakdown of equipment or vehicles, road traffic problems, travel restrictions, pandemics, epidemics, spread of illness, lockdowns or other government controls and restrictions.

9.5

Other than as set out in condition A.9.1 above, our maximum liability arising out of any order for the supply of products to you under this contract will be limited to the retail price of the products contained in that order and the cost of delivery.

10.1

Our privacy notice is incorporated into these Zoom by Ocado Terms. Please click here for further details.

10.2

Telephone calls made to and from our Customer Service team are recorded for complaint handling, quality and monitoring purposes.

10.3

In assessing your request for delivery of groceries from us we may make enquiries about you including searching your records held by organisations like Experian and Equifax and credit reference agencies. We may also check your details held by the IMRG Security Alert scheme and other fraud prevention schemes.

10.4

We respect your privacy. The personal information that you give us is held with care and security. We do not sell, rent or transfer this information to third parties for their marketing purposes unless we have a lawful basis to do so. We will share your personal information with other businesses operated by members of the Ocado Group provided that they follow practices at least as protective as those described in our privacy notice.

11.1

Zoom by Ocado orders are excluded from Ocado Smart Pass membership benefits, as covered in 5.1(d) of the Smart Pass Terms & Conditions.

11.2

Zoom by Ocado’s operating hours may differ from those on Ocado.com.

11.3

Products available from Zoom by Ocado may differ from those on Ocado.com.

11.4

Zoom by Ocado will only accept Zoom by Ocado Vouchers. Vouchers for Ocado.com will not be accepted at Zoom by Ocado and Ocado.com will not accept Zoom by Ocado vouchers.

12.1

Any complaints should be addressed to the Ocado Customer Service Helpline you can call on 0345 600 2000 or email zoom@ocado.com

12.2

We reserve the right to make any changes and additions to these Zoom by Ocado Terms at any time in accordance with condition 1.

12.3

If any of these Zoom by Ocado Terms are held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Zoom by Ocado Terms which will continue to be valid and enforceable to the fullest extent permitted by law.

12.4

These Zoom by Ocado Terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with their subject matter or formation will be governed by English law and the parties submit to the exclusive jurisdiction of the English courts in relation to any dispute which may arise between them.

12.5

If we delay in taking steps against you as a result of you breaching these Zoom by Ocado Terms, it will not prevent us taking steps against you at a later date.

12.6

All copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall remain at all times vested in us or our licensors. You are permitted to use the material data and content only for your personal use in placing orders through the Website, and you may not otherwise copy, reproduce, transmit, publish, display, distribute, commercially exploit, use or create derivative works of any material, data and content on the Website without our prior written permission. We may impose a fee on any proposed use of the material data and content contained on the Website, other than for placing orders through the Zoom.Ocado.com Website.

12.7

Zoom.Ocado.com is a trading name of Ocado Retail Limited. The registered company address for Ocado Retail Limited is Apollo Court, 2 Bishop Square, Hatfield Business Park, Hatfield, Hertfordshire, AL10 9EX. Registered in England. Company registration number: 03875000.

12.8

Notwithstanding the ongoing relationship between Ocado and any of our commercial partners from time to time, and the historical use of certain slogans, the businesses do not have any liability for each other's obligations nor are they jointly or severally liable for any legal purposes.

13.1

13.2

13.3

14.1

The Refer a Friend scheme is run by Mention Me, the terms and conditions applicable to this offer can be found here.

15.1

You may be asked to complete a survey about Zoom either directly through us or through a third party. By completing a survey, you agree that we may use your email address to contact you about the feedback you submit.

15.2

We may use feedback that you provide in our marketing materials including publishing it on third party websites. Where this is the case, we will write to you and ask for your consent to do this.

15.2

The survey prize draw is open to all Zoom by Ocado customers aged 18 or over except for anyone directly connected with the planning or administration of this prize draw. You must complete this survey between 20th August - 13th September 2026. Completing the same survey repeatedly does not gain additional entries. There will be one winner. There is one prize of £200 Zoom by Ocado voucher, via four £50 vouchers. The prize draw closes at 11:59pm on  13th September 2026. Entries submitted after this date and time will not be included in the draw. The winner will be drawn at random by us in the week commencing 14th September 2026. The winner will be contacted by email in the week commencing 14th September 2026. The prize is non-transferable.

16.1

This prize draw to "Win a £500 Shop" is open to Zoom customers aged 18+ delivering to available London postcodes. Excludes employees of Ocado Retail Ltd, affiliates, or anyone connected to the draw. To enter, place an order of £50+ (excl. delivery) between 21/08/2026-31/08/26 and apply the voucher shown in “Your Vouchers” at the checkout. Multiple orders count as multiple entries; code only needs to be applied to the first order. 3 winners drawn at random. Prize is a £500 Zoom voucher for each of the winners. Draw closes 23:59 on 31/08/2026. Winner notified within 7 days. Voucher is non-transferable. Full T&Cs at zoom.ocado.com/content/terms-conditions

16.2

By participating in this giveaway, you acknowledge that Zoom by Ocado will process your personal data as necessary to administer this giveaway and deliver the Promotional Item in accordance with our privacy notice here All instructions form part of these terms and conditions. By claiming this Promotional Item, all participants will be deemed to have accepted and agreed to be bound by them.The promoter is Ocado Retail Limited of Apollo Court, 2 Bishop Square, Hatfield Business Park, Hatfield, Hertfordshire, AL10 9NE.