Terms & Conditions

1. What Request A Whippy is

Request A Whippy is an online marketplace that connects customers in the UK with independent ice cream van vendors. We do not own vans, employ vendors, sell ice cream, or handle food.

2. Our role as a marketplace

We provide the technology that lets customers request a vendor and lets vendors choose to accept those requests. Every vendor is an independent business operating under their own name, insurance, and council permissions.

3. Independent vendor responsibility

Vendors are responsible for:

• Their own street trading or mobile trading licences
• Their own food business registration
• Their own food hygiene standards and certification
• Their own public liability insurance
• Their own pricing, change, and customer service
• Their own attendance once they accept a request

4. Customer responsibilities

• You must be 18 or over to request a vendor.
• You must have permission to request a vendor at the address you give.
• You are responsible for giving accurate location and contact details.
• You are responsible for paying the vendor for any ice cream you buy.

5. Vendor responsibilities

See our Vendor Terms for the full list.

6. No guarantee of availability or attendance

We cannot guarantee that a vendor will be available in your area or that any specific vendor will accept your request. Until a vendor accepts, no commitment exists. After acceptance, attendance is the vendor's responsibility.

7. Payments, credits and refunds

Customer and vendor credits are virtual top-ups used inside the platform. Refund decisions are at our reasonable discretion and follow the rules described in the vendor and customer dashboards.

8. Bookings and the Booking Confirmation Payment

For event bookings we collect a £50 Booking Confirmation Payment from the customer after a vendor has accepted. This fee is paid to Request A Whippy for the platform connection service and is non-refundable once a vendor has accepted. It is separate from any price, pitch fee, minimum spend or arrangement agreed directly with the vendor, who remains responsible for supplying the ice cream service at the agreed time. See our Booking Confirmation Payment & Refund Policy.

9. Disputes

Customers can report no-shows, late vendors, or service issues. Vendors can report fake requests, unsafe locations or wrong addresses. Our admin team reviews disputes and decides credit refunds where appropriate.

10. Platform fees

We may charge platform fees on bookings or credit top-ups. Fees are always shown before you pay.

11. Account suspension and misuse

We may suspend accounts that misuse the platform, including fake requests, harassment, or trading without the required permissions.

12. Complaints

Email us at hello@requestawhippy.online and we will respond as soon as we reasonably can.

13. Limitation of liability

To the fullest extent permitted by law, Request A Whippy is not liable for the acts or omissions of independent vendors, including food quality, attendance, pricing, or behaviour. Nothing in these terms excludes liability that cannot lawfully be excluded.

14. Governing law

These terms are governed by the laws of England and Wales, and any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.