Service policy

Welcome to the online grocery shopping service provided by maxflect.com (hereinafter referred to as the "Platform"). These Terms constitute the core agreement between you (hereinafter referred to as the "User") and the Platform regarding the transaction of goods and use of the Platform's services. They cover the entire process, including order management, payment rules, logistics and delivery, and after-sales service. They also clarify specific provisions based on the unique characteristics of grocery products (such as customization, fragility, and daily use). Please carefully read and fully understand these Terms before registering an account, browsing products, or submitting an order. Your use of the Platform's services constitutes your acceptance of all of these Terms.
User Eligibility: Natural persons aged 18 or above with full civil capacity, or legally registered enterprises, individual businesses, and other organizations may register to use the Platform's services. Users under the age of 18 must register with a legal guardian and may only purchase general, non-hazardous, non-customized groceries. Guardians assume joint and several liability for the User's transactions. When registering, users must provide true and accurate identification information (mobile phone number, email address) and delivery information. Changes to this information must be promptly updated in the "Personal Center." Users are solely responsible for any losses resulting from undeliverable orders, post-sales disputes, or other issues caused by inaccurate information.

Once a user selects a product, confirms the delivery address, payment method, and submits an order, the system generates an order number, which represents the user's purchase offer. The platform will review the order within 30 minutes (including product availability, delivery address validity, and payment channel status). Once the review is passed and the user completes payment, the order becomes effective (i.e., a sales contract is established between the two parties). If the review reveals that the product is out of stock, the price is incorrect, or the delivery address is out of our delivery range, the platform will notify the user via SMS or email within one hour. The payment will be refunded within one to two business days, and the order will be automatically canceled. Custom Grocery Orders: After placing an order, the platform will send a "Customization Confirmation" to the user's email within 24 hours. The user must confirm within 48 hours (failure to do so will be deemed as implicit consent). After confirmation, the order will proceed to the production phase (production time is 3-7 days, as indicated on the order details page). Cancellation or modification of core customization information is not possible during the production phase.

Users can pay through the following methods, as indicated on the order checkout page: Third-party payment methods: WeChat Pay, Alipay, UnionPay, PayPal (international orders); Bank transfer: For bulk purchase orders, transfers can be made through the platform's public account. After the transfer, please contact customer service to upload the transfer receipt for confirmation.
Users must ensure sufficient balance in their payment accounts and that their payment passwords/verification codes are correct. Users are solely responsible for payment failures or financial losses caused by insufficient account balances, password leaks, or incorrect verification codes. If the system does not immediately display "Paid" after payment, users must retain their payment receipts (screenshots, transaction ID) and contact customer service within 24 hours for verification. The platform will assist with inquiries with the payment institution and provide feedback within 48 hours. For payment anomalies caused by a payment institution's system failure, the platform will suspend order processing and, once the payment institution is back online, will continue to fulfill the order or issue a refund based on the user's wishes.

The platform's obligations: Ensure product information is accurate and authentic, clearly indicate product materials, dimensions, weight, instructions, and any special terms regarding "not supporting after-sales service" on the product detail page, and refrain from exaggerated advertising. Encryption technology, risk monitoring, and other measures will be implemented to protect user account information and payment security, preventing information leakage or theft. The handling of user personal information complies with the maxflect.com Privacy Policy and will not illegally collect, use, or disclose user information to third parties (except as required by laws and regulations or with user consent). This platform may modify these Terms in accordance with national laws and regulations, business adjustments, or technological upgrades. The modified Terms will be posted on the "Terms of Service" section of the platform homepage for at least seven days, and users will be notified via their registered email address or SMS. Continued use of the service after the expiration of the notice period will be deemed as acceptance of the modified Terms. Users who disagree may cease use of the service and apply to cancel their account. If a user violates these Terms (e.g., engaging in malicious order fraud, misappropriating another person's account, or providing false information), this platform reserves the right to suspend or permanently terminate their account, freeze any outstanding balances (if any), and pursue appropriate legal action.
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.