Support

Ordering

How does ordering work?

Neighbours pool one grocery order each week and share one delivery fee. Add products to your basket on Shop, open your basket and press "Confirm purchase" before the week's cutoff. At the cutoff ordering closes and your order is final.

Who can order?

Anyone aged 18 or over can create an account, with email, Google or Apple. We deliver only to some areas, so the app asks for your postcode. If we don't deliver to you yet, you can join the waiting list and we'll email you when we do.

Can I change or cancel my order?

You can change your basket and confirm again any time before the cutoff; that replaces your order. A confirmed order can't be withdrawn. After the cutoff it can't be changed. If something is wrong, write to us.

What does delivery cost?

Everyone who orders that week shares one delivery fee evenly. Before the cutoff the app shows the most your share can be: the more people order, the less it is. The final amount is set at the cutoff.

Payment

When and how do I pay?

After the cutoff. Home shows your total with a Pay Now button, and we email it to you too. You pay on Stripe's secure checkout page; we never see your card details.

What if I don't pay in time?

An order that isn't paid by the payment deadline isn't delivered, and your share of the delivery fee is still owed, because it was fixed for everyone at the cutoff. You can pay it from the app.

Pickup

How do I collect my groceries?

Only paid orders are handed over. When your order is ready, we email you and your pickup code shows on Home. Show it at the pickup point during the pickup slot.

I missed my pickup slot

Your code moves to the second slot and we tell you. If you miss that too, we send you an email. Reply to it or write to info@poolthis.com within 3 days of the second slot to arrange a time. The groceries are fresh, so we can't keep your order longer than that, and it is not refunded after that.

Something is missing, wrong or faulty

Write to info@poolthis.com as soon as you can, ideally with a photo, and on the day you collect for fresh items. Your rights are set out in our Terms.

Your account

I can't sign in

Use "Forgot password?" on the sign-in screen of the app or at app.poolthis.com. If you signed up with Google or Apple, use that button instead.

How do I delete my account?

In the app, open Profile → Help & account → Delete account. If an order is still in progress, the account is deleted as soon as the payment is settled and any groceries you paid for are collected. Our delete account page explains the details, what we delete and what we keep, and how to ask us by email instead.

Reporting a member or group

If a member's name or photo, or a group's name or photo, is offensive, unlawful or not theirs to use, report it:

• a member: open the group's menu → Members, then Report in that member's menu;
• a group: open the group's menu → Report this group;
• anything else, such as a face on the pool meter: Profile → FAQ & contact → Report a member or group;
• or write to info@poolthis.com.

Each report opens an email to us. We look at every report within 24 hours. The rules for names and photos, and what we may do when they are broken, are in our Terms.

Legal

• Privacy Policy
• Terms of Service
• Delete your account