Service policy

Welcome to the online grocery shopping service provided by heeher.com (hereinafter referred to as the "Platform"). These Terms of Service constitute the core agreement between you (hereinafter referred to as the "User") and the Platform regarding the use of the Grocery Shopping Service and the completion of product transactions. They cover the entire process, including order placement, payment, delivery, and after-sales service. Please carefully read and fully understand these Terms before registering an account, browsing products, or placing an order. By using the Platform's services, you are deemed to have accepted them in their entirety.

Service Content: The Platform provides users with online display, consultation, ordering, payment, and delivery services for a curated selection of global grocery products. Product categories include, but are not limited to, household groceries, kitchen ingredients and utensils, cleaning and care products, and personalized cultural and creative items. Specific product listings are subject to the Platform's real-time display.

User Eligibility: Natural persons aged 18 or older with full civil capacity, or legally registered enterprises, self-employed individuals, or other organizations, may register to use the Platform's services. Users under the age of 18 must register with a legal guardian, who will assist in completing transactions. Users must ensure that the identity information and contact information (such as an email address) provided during registration are true, accurate, and complete. If any information changes, it must be promptly updated in the "Personal Center." Users are solely responsible for any transaction disputes or losses arising from inaccurate information.

Order Generation: After a user selects a product on the platform, confirms the delivery address, payment method, and other information, and submits an order, the system will generate an order number, which will be deemed as the user's purchase offer. The platform will review the order information (product inventory, delivery address validity, payment channel status, etc.) within one hour. Once the review is passed and payment is confirmed, the order becomes effective (i.e., the sales contract between the two parties is established). Orders that fail the review will be automatically canceled, and any payments will be refunded.

Inventory Note: The platform's product inventory is updated in real time. However, due to the unique nature of online shopping, it is possible that an item may appear in stock when the order is placed but may be sold out at the time of review. If this results in the order being unable to be fulfilled, the platform will promptly notify the user via SMS or email and refund the full amount paid. The platform will not be liable for any additional compensation.

All prices listed on the platform are inclusive of tax (except for imported goods marked as such, which already include duties and customs clearance fees). Order amounts are based on the listed price at the time of order submission. Subsequent price adjustments will not affect the amounts of existing orders. If tax changes are caused by adjustments to national tax policies, the platform will bear the additional tax (for existing orders) or publicly disclose it on the product details page (for new orders).

Platform Obligations: Ensure product information is truthful and accurate, avoid exaggeration, and clearly label product materials, specifications, and intended uses.

Protect user account security by implementing encryption technology and risk monitoring measures to prevent account information leakage or misuse.

Respond promptly to user inquiries and complaints. The service timeframes for our customer service email (service@heeher.com) and online customer service will be as announced on the platform.

User personal information will be handled in accordance with the heeher.com Privacy Policy and will not be illegally collected, used, or disclosed.

If a user violates these terms (such as maliciously placing fake orders, misusing other people's accounts, or providing false information), the platform reserves the right to suspend or permanently terminate their account, freeze any outstanding balances (if any), and pursue appropriate legal action. In the event of force majeure (such as natural disasters or policy adjustments) or platform termination, the platform will publicly announce this on its homepage 30 days in advance and process refunds of account balances and unfulfilled order processing.

Any disputes arising between users and the platform regarding the use of its services should first be resolved through friendly negotiation. If negotiation fails, either party may initiate legal action in the People's Court with jurisdiction over the location of the platform.

These Terms of Service and any separate agreements whereby we provide you shall be governed by and construed in accordance with the laws of UK.