Service Policy
Please read the following terms and conditions carefully. By placing an order with us you are agreeing to the conditions that appear below.
Who we are
Balance Box is a service brought to you by The Pure Package Limited, a company incorporated in England and Wales under no. 04907211 with our registered office at Arch 39-40, New Covent Garden Market, London SW8 5PP. By subscribing to use our service, a binding contract will be formed between us and the person identified as the client in the order process. WW is a worldwide business offering services and products to help individuals safely lose weight and maintain a healthy weight. The WW Balance Box is a collaboration between both brands to provide healthy meals approved by WW experts in accordance with their PersonalPoints™ requirements.
How to Order
Placing your order could not be easier. All you need to do is sign up through our website “Order Now” area. We will ask you to provide some personal information such as your name, address, telephone number, email address, delivery and billing information to assist us to provide our service to you.
Please see below for how we will take payment at the time you subscribe and, if applicable, on an ongoing basis.
Once we have received payment, we will review your details promptly and confirm acceptance of your order. Please note that until the order is confirmed back to you, it is not binding (even where you have received payment confirmation from Opayo) and in certain circumstances, we may need to cancel your order at that stage by refunding the whole amount paid. NB: We reserve the right to refuse orders from customers at our discretion.
Nutritional Advice
The Balance Box menus are designed by the team of experts at The Pure Package. If you have any questions about the nutritional aspects of this service, please let us know immediately and we shall be happy to discuss these with you. Any nutritional advice is only general and must not be relied upon as being specific health advice.
.The WW Balance Box offers menus designed to fit with whatever WW plan you are on (Green, Blue, Purple), however, we cannot offer you any tailored dietary choices and we reserve the right to make any changes to the menus at our sole discretion. Currently, we are unable to deliver to those who suffer from food allergies or diabetics who are insulin-dependent.
Due to the nature of the Meal Boxes being prepared fresh in a just-in-time setting, there may be changes to some ingredients due to market availability: for example, broccoli could be switched to tenderstem broccoli. We’ll endeavour to not affect the PersonalPoints™ value of your meal.
The meals are designed to be nutritionally balanced, but specific health or dietary objectives or benefits from subscribing to WW Balance Box cannot be guaranteed.
If you are in any doubt about your health, you must see your own nutritionist or doctor as soon as possible.
Price and Payment
We accept Visa debit & credit cards, Master Card and Switch. We do not accept Amex.
For one-off WW Balance Box purchases, we will take payment for the full amount due when you submit your order. For subscriptions, we will take an initial payment to cover the first 4 weeks of your subscription. When you subscribe we shall take a regular repeat payment on the Monday before your last week’s box i.e. a full week in advance unless you want to end your subscription (you will need to let us know if this is the case in advance, within the deadline).
Payment details must be received through the online secure payment solution provider OPAYO via our website or by telephoning our office. We reserve the right to amend or refuse the sale if the payment received is not correct to our current pricing structure. For ongoing subscribers, we will assume you want our deliveries to continue until you tell us otherwise.
Please note that prices may alter and that we reserve the right to change prices without prior notice by amending our advertised price list. For ongoing subscribers, the new prices will only be implemented 28 days after we have notified you by email.
Any late payments will incur interest at the rate of 8% per annum above the base rate of the Bank of England in force from time to time from the due date until the date of payments after as well as before judgment. You may not withhold payment of any invoice or other amount due to us by reason of any right of set off or counterclaim which you may have or allege to have for any reason whatever.
Balance Box Offers
You are only able to use one offer per person.
WWBB20 offer code is applicable to new customers placing their first order with Balance Box (including WW Balance Box) only.
Offers cannot be used in conjunction with any other offers.
Discount codes may only be applied to future orders and cannot be exchanged or refunded for cash. Please check the specific offer for expiry dates as you may only have a limited period to use them.
We reserve the right to cancel discount codes at any time. We also reserve the right to reject discount codes if we suspect any fraud.
Balance Box Competitions
One competition entry per person.
Competition prizes are non-transferable and cannot be exchanged or refunded for cash.
Deliveries
Balance Box delivers throughout England, Scotland and Wales.
We will be glad to arrange for delivery to an address different from the invoice address. Please indicate clearly the delivery address when placing your order.
If you require us to access secure parts of your home or building in order to deliver your WW Balance Box, please notify us of this at the time of placing your order. We will liaise with you in order to obtain keys, passes or codes before your first delivery and we will, of course, take special care over your property and access details. Please keep us up to date with any changes that might affect our ability to deliver to you. If we cannot access your building because of changes that we have not been notified of, we will attempt to contact you to make other arrangements. If we are unable to deliver in such circumstances, we reserve the right to charge you for that delivery. Please contact us at the end of your subscription to arrange for your keys or passes to be returned if you do not wish to continue with WW Balance Box at a later date.
We will deliver your WW Balance Box to you as per your request/subscription. For clients living in London (this includes all postcodes falling within the M25 motorway plus a select few around it including GU25, SL4, SL5 and KT16) we will deliver by 6:30 am. For clients living outside of these areas, we will deliver by 5:30 pm. Time for delivery shall not be the essence of our contract.
Due to circumstances beyond our control, sometimes our couriers experience unavoidable delays. In these circumstances, we respectfully request that you allow these times for receipt of your Balance Box. In the event that delivery still has not been made or attempted on delivery days, we will make a full refund for that delivery. We shall not be liable for any non-delivery, even if it is our fault unless you notify us by telephone by 1pm on the due day. Any liability for non-delivery shall be limited to replacing your Balance Box within a reasonable time or issuing a credit note to you for that day.
For clients outside of London, please be aware that our national courier does not work on public holidays. Therefore there will be a short hiatus in subscriptions which will resume on the next delivery day. We have plenty of recipes and suggestions to see you through those very occasional few days so please get in touch, one of our client managers will be happy to advise.
Handling
Chilled products are packaged in specially designed insulated boxes containing ice or gel packs to maintain the required temperature. Frozen and chilled products should be put in freezers and refrigerators respectively upon receipt. Cooking and re-heating instructions must be followed closely. Make sure that re-heated food is piping hot throughout.
The Balance Box Guarantee
It is our intention to give total customer satisfaction through the goods and services we offer. Your WW Balance Box should reach you in perfect condition. If you have reason to suspect that a product is somehow damaged, unfit for human consumption or incomplete, please contact us immediately. We shall endeavour to give you an appropriate refund where possible at our discretion. If you do not let us know by 1 pm on the delivery day of any such problems, we may not be able to refund the item and you will be deemed as having accepted Balance Box meals in that delivery unless we agree otherwise.
Theft
Theft or suspected theft of Balance Box from the delivery address shall not be deemed as the fault of either the courier or Balance Box. Please let us know immediately if you have reason to suspect that your WW Balance Box has been stolen from the delivery address. We shall liaise with you to make alternative arrangements if there is a risk that the theft will happen again, which may mean making alternative delivery arrangements. In the meantime, we reserve the right to suspend your subscription until new arrangements have been finalised or to cancel the remaining subscription, but if we cancel we will refund you the fees already paid for any cancelled part of your subscription period.
Subscription Periods, Suspension & Cancellation
If you wish to cancel or suspend your subscription, please let us know as soon as possible. Please email hello@balancebox.com. The minimum term for a subscription is four weeks.
You can cancel your ongoing Balance Box subscription at any time after the minimum term (4 weeks) as long as you tell us before we are due to take the 4 week subscription payment. Cancellation may be delayed by a week where we receive your request later than this.
If you notify us at least ten full days before your subscription was due to start, we will cancel your subscription and refund you the full amount paid by you less a 5% administration charge to cover credit card charges and our internal administration costs.
For requests to cancel your subscription after the notice period, once deliveries have been scheduled to start, we will endeavour to be flexible and consider your request at our discretion, giving a maximum 50% refund for boxes not yet taken. Where ingredients have already been purchased or other expenditure incurred (such as credit card, banking, administration or courier charges), we reserve the right to make a reasonable allowance for this in any rebate that we may agree to make.
Warranties and Liability
Nothing in these terms and conditions shall:
- Exclude or restrict our liability for death or personal injury resulting from our negligence or our liability for fraudulent misrepresentation; or
- Affect your statutory rights if you are transacting as a consumer.
Subject to the above paragraph, our entire liability shall be capped at the sums paid by you for our service during the relevant subscription period. In no event shall we be held liable to you for any special, indirect or consequential damages, loss of profits or goodwill.
Changes to Terms
We reserve the right to make changes at any time to any part of these terms and conditions. All such changes will be published on the website (www.balancebox.com/ww) and/or shall be sent to you by post or with your WW Balance Box deliveries. If you use our website or place any order with us after the changes have been published, you are agreeing to be bound by those changes in respect of that order.
Use of the Website and our Publications
Unauthorised duplication or publication of any materials from our website or elsewhere is prohibited.
Unauthorised duplication or publication of any other materials including but not limited to starter information, worksheets, recipes, brochures, text, graphics, newsletters, the selection and arrangement thereof, and all software compilations, underlying source code and software is prohibited.
You may retrieve and display content from our website on a computer screen and print out individual pages on paper for the sole purpose of placing an order with us or using information for your private, non-commercial purposes in connection with your normal use of our products and services, but all other uses are strictly prohibited except with prior written permission from us. You acknowledge that The Pure Package™ is our trademark and that you may not use the name.
Choice of Law and Jurisdiction
These terms and conditions shall be governed by and construed in accordance with English Law. The parties irrevocably agree that the courts of England shall have exclusive jurisdiction to settle any dispute that may arise out of, under, or in connection with the use of the Website and the purchase of goods from us, and to submit all disputes to the jurisdiction of the English courts.
General Provisions
We shall not be liable for any delay or failure to perform any of our obligations under these terms and conditions due to any cause beyond our reasonable control, including industrial action.
These terms and conditions constitute the entire agreement between you and us and supersede any previous agreement or understanding and may not be varied except in writing between us. All other terms and conditions express or implied by statute or otherwise, are excluded to the fullest extent permitted by law.
The waiver by us of any breach or default of these conditions shall not be construed as a continued waiver of that breach, nor as a waiver of any subsequent breach of the same or any other provision.
If any provision of these conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of these conditions and the remainder of the provision in question shall not be affected.