Umami Food Services Customer Agreement

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This Customer Agreement is an agreement between you and Umami Food Services llc. By using the Umami Food Services App, you agree to comply with the terms and conditions below.

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1. Placing an Order

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1.1. Ordering on Umami Food Services App.

Orders must be confirmed before the cutoff time. Available delivery dates and delivery fees will be shown during the ordering process. You may modify or cancel orders via the "Order Status" Screen before the cutoff time, or by contacting our Customer Service Department at support@umamiservices.com.

 

1.2. Price.

The prices displayed through the Umami Food Services App may differ from the prices offered by other sellers for the same products, and may or may not be the lowest prices available. Umami Food Services at its discretion, reserves the right to change prices at any time, and to limit your order or the quantity of a product you may order.

If certain products are not priced correctly, Umami Food Services may cancel orders for the products. We will contact you immediately and will issue you a refund for the products.

 

1.3. Availability.

To provide you the freshest products, we receive goods every day, and products are prepared and packed close to delivery time. Sometimes we do not receive enough goods from suppliers, or we determine the quality is below our standards. As a result, certain products may become unavailable before delivery. We'll deliver the rest of your order and issue you a refund for the unavailable items. In such circumstances, you'll receive a notification, and see the unfulfilled product marked as "Out of Stock" in the Invoice. If something is missing from your order, and is not marked as “Out of Stock”, please submit a refund request to your assistant, or contact our Customer Service Department at support@umamiservices.com.

 

1.4. Cancellations.

Before the cutoff time, you may cancel orders via the Order Status Screen. We will charge a fee for cancellations after the cutoff time. The fee equals to the total amount of the restaurant food and any other items that cannot be resold due to the late cancellation.

 

2. Payment

 

2.1. Payment Authorization.

Umami Food Services will not accept payment with an incorrect, expired, or over-the-credit limit card. If we suspect that a payment is fraudulent, Umami Food Services reserves the right to cancel or limit orders, and suspend or close user accounts without notice.

 

3. Delivery

 

3.1. Delivery of Products.

The delivery personnel follows a designated route as per delivery schedule and cannot stop to inspect the products. Upon delivery the delivery personnel will tender a delivery invoice indicating acceptance of delivered items. We do recommend you to refrigerate or freeze perishable products as soon as you receive the order. To check the delivery status go to the Order Status Screen in the Umami App.

 

3.2.  Delivery Fee.

A delivery fee may be added to your order. This is not a gratuity for the delivery personnel.

 

3.3. Gratuity (Tips).

Gratuity is always optional.

 

3.4. Inaccessible Delivery Location.

Sometimes we are unable to deliver your package. The reasons may include incorrect address; no access code, call box number, or buzzer information; no safe drop-off place to protect the package from theft or bad weather. In this case, we will contact you immediately. If we agree on an alternate location and/or time for the re-delivery, a $5/$6/$7 redelivery fee may apply. If we can't reach you after multiple attempts, or if we are unable to re-deliver the order for any reason, the order will be canceled resulting in a cancellation fee. (See 1.4.)  

 

3.5. Package Lost or Stolen.

If your package has been successfully delivered and then lost or stolen, for the first time, we will issue you a refund up to $60. If ever it happens again, you, and not Umami Food Services, are solely responsible for the products left at your delivery address.

 

3.6. Invoice.

You will receive a paper invoice when your package is delivered. All of your past invoices are available in the Order Status Screen in the Umami App.

 

3.7. Severe Weather Conditions.

In the case of severe weather, there might be a significant delay in the delivery. We will contact you with the updates, and deliver your package as soon as conditions allow.

 

4. Return and Refund.

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To request a refund, contact your assistant or contact our Customer Service Department at support@umamiservices.com. Refund requests for restaurant food must be submitted within 1 day from the date of delivery. Refund requests for fruits, vegetables, and other perishable products must be submitted within 3 days from the date of delivery. Refund requests for frozen products, dried food, appliances, and other groceries must be submitted within 7 days from the date of delivery. We may require you to return the product before we issue a credit or refund.

 

5. Promotions, Discounts.

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Umami Food Services, at its sole discretion, reserves the right to offer promotions and discounts with different features and different rates to our users, and may modify, suspend, terminate, or cancel any promotions or discounts at any time without notice and for any or no reason. A promotion or discount cannot be transferred or resold; cannot be used for non-qualifying or past orders; may be limited to specific products; may be further described in the additional terms and conditions. Only 1 coupon can be used per order.

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Abusing the promotion, including the use of multiple accounts associated with the same customer or group of customers, is a violation of our policy, and will result in order cancellation in addition to suspension or termination of the account. For example, if Umami Food Services finds that users are creating duplicate accounts to use the New User Coupon multiple times, Umami Food Services reserves the right to cancel or void their order, and close the account.

 

7. Umami Third-Party.

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Umami Food Services may allow you to purchase, receive, or use products, content, information, offers, and services from third-parties. By making these available, Umami Food Services acts only as the link between you and such businesses, and should not be interpreted as an endorsement of the businesses. You agree that Umami Food Services does not assume responsibility and will have no liability for the purchase, payment, warranty, delivery, maintenance, or any other issues.

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8. User Account Deactivation and Deletion

8.1 Right to Terminate
Umami Food Services reserves the right, at its sole discretion and in accordance with applicable laws, to
suspend, deactivate, or permanently delete any user account, in whole or in part, without liability, for reasons
including but not limited to:
a. Violation of these Terms and Conditions, the Privacy Policy, or any other applicable policies;
b. Fraudulent, abusive, or harmful conduct, including but not limited to the manipulation of promotions or
creation of duplicate accounts;
c. Security risks, spam, unauthorized use, or attempts to compromise the integrity of the Services;
d. Non-payment, misuse of the Services, or breach of payment terms;
e. Compliance with legal obligations, court orders, or requests from law enforcement or regulatory
authorities;
f. Any other conduct that, in the reasonable judgment of Umami Food Services, may harm its users,
reputation, or operations.

8.2 Administrative Actions
Account Termination may be executed through Umami Food Services’ administrative portal or other internal
systems and may result in the immediate loss of access to Services provided through the Umami Food
Services mobile application (available via the Apple App Store and Google Play) and any related web-based
platforms.

8.3 Notice
Unless prohibited by law or due to urgent security or legal considerations, Umami Food Services will make
reasonable efforts to notify the affected user via the email address or in-app notification associated with their
account. Such notice will include the reason for the deactivation or deletion. Where feasible, users may be
provided with a reasonable opportunity to appeal the decision before permanent termination.

8.4 Data Handling
Upon account deletion, Umami Food Services will process personal data in accordance with its Privacy Policy
and all applicable data protection and consumer rights laws, including but not limited to GDPR and CCPA.
Where legally required, certain user information may be retained for recordkeeping, fraud prevention, or legal
compliance purposes, or anonymized.

8.5 Consequences of Termination
Following account deactivation or deletion:
a. All access to the services will cease immediately;
b. Any pending orders, credits, promotions, or account balances may be cancelled without refund, subject
to applicable law;
c. Umami Food Services shall not be liable for any damages, losses, or claims resulting from such
termination.

8.6 No Waiver
Failure by Umami Food Services to enforce this clause in a specific instance shall not constitute a waiver of its
right to enforce it in the future.