Terms of Service

Who we are and when these terms apply

These Terms of Service govern use of hadeliroc.com, the H&A Deli customer app, the H&A Order Manager app, and our direct ordering services, operated by H & A Deli & Groceries, Inc., doing business as H&A Deli (H&A, we, us, or our). They explain your responsibilities and our ordering practices. Our Privacy Policy separately describes how we handle personal information.

The site provides menu information and a way to place eligible paid pickup orders, submit cash pickup requests, and place eligible direct-delivery orders. Secure online payment is available for eligible pickup and delivery orders. If you do not agree with these Terms, do not submit an order through the site; you may call H&A instead.

Accounts, My Favorites and Order Again

Customer accounts are optional. You may create an account using email and password, or Apple or Google when offered. You must provide accurate information and have authority to use the account and any payment method you select. Keep credentials, verification codes, and private order-status links secure; do not share another person’s private account or order information. Contact us promptly if you suspect unauthorized access.

Apple and Google control authentication and may require their own security checks. H&A does not receive your provider password. A verified provider email may connect to an existing customer account; a different or private relay email may create a separate account. Staff accounts cannot be used as customer accounts. You can delete your customer account in Account settings after confirming your identity. Deleting an account does not cancel an active order, erase restaurant transaction records, or delete your Apple or Google account.

My Favorites saves configurations, without reserving stock or guaranteeing a price or future menu availability. Order Again prepares items for a new cart review; it does not place an order or charge a payment method. Current menu choices, prices, availability and checkout rules apply. Review all changes before submitting a new order. Previous prices, fees, discounts, payment credentials and scheduled times are not reused.

A saved or previously used delivery address does not establish present delivery eligibility or a fee. Delivery details are checked again. If the address cannot be verified within the service area, choose pickup or a delivery partner. Historical order details remain a record of the original purchase.

How orders are accepted

Card-paid pickup and eligible delivery orders are confirmed after Stripe verifies payment. Cash pickup and older unpaid delivery requests keep their displayed confirmation steps.

• Paid pickup: successful online payment places the order in H&A's staff queue. No confirmation call is required, although staff may call about availability, instructions, or another order issue.
• Cash pickup: the request is marked Awaiting Call. You must call H&A with the order number before staff confirms an estimate and begins preparation.
• Card-paid direct delivery: the address must be verified within 1.5 miles of 1042 Dewey Avenue. A $5 delivery fee and applicable tax are shown before payment, with a $9.99 food minimum. Successful Stripe payment confirms the order automatically; no confirmation call is required. The order page shows when staff actually begins preparation and provides an estimate.

The private live-status page shows whether the order was placed, confirmed, preparing, ready or out for delivery, and completed. Keep the order-status link private because it provides access to information about that order.

Optional app notifications and Apple Live Activities are conveniences and may be delayed, disabled, ended by iOS, or unavailable because of device settings or network and service conditions. The live order-status screen remains the primary place to check current order status.

Payment

When online payment is offered, Stripe hosts the card fields, and H&A treats an order as paid only after the server verifies Stripe's successful payment. H&A does not receive or store the full card number or security code.

The submit-without-payment option does not charge a card. Cash pickup requests require phone confirmation. Eligible delivery orders can be paid online and confirm automatically after successful payment. Previously submitted unpaid delivery requests retain the instructions on their order page. Refreshing, retrying, or returning to the private status page should not authorize a second payment for the same payment attempt.

Never place a card number, security code, bank information, or password in an instructions or notes field.

Prices, tax, and totals

H&A intends to display accurate, current menu prices. Website estimates include selected sizes and modifiers and applicable sales tax. The $5 direct-delivery fee is shown before payment. As of the Effective Date, the direct site is configured to estimate the combined Monroe County sales tax at 8%.

Direct delivery requires at least $9.99 in food, excluding tax, delivery fees and tips. Pickup has no website minimum. Until a delivery address is verified, an amount labeled Before delivery excludes the delivery fee. H&A displays the finalized delivery fee, any selected staff tip and the total before the customer is asked to pay.

The server recalculates every submitted order from H&A's current menu and settings; that server-side calculation controls over a value altered or displayed incorrectly in a browser. If an obvious technical, menu, or pricing error is discovered before confirmation, staff will explain any material correction and obtain your agreement before proceeding at a changed price. You may decline a proposed correction. H&A will not secretly change an agreed confirmed price.

Optional staff tips and round-up

Staff tips are voluntary. No tip is selected by default, and you may choose no tip, an offered amount, a custom amount within the displayed limit, or round-up. Tips are for staff and are handled in accordance with applicable law. They are separate from food prices, tax and the delivery fee; the delivery fee is a charge for delivery, not a staff tip.

If you choose round-up, the difference between the final order amount before tip and the next whole dollar becomes your staff tip. For example, $26.59 becomes $27.00 with a $0.41 tip. An amount already at a whole dollar adds no round-up tip. The calculation includes applicable tax and the verified delivery fee, and the resulting tip is shown before submission. Round-up is not a charitable donation.

You can change or remove a tip before submitting the order. The chosen tip is included in the amount charged online or due for a cash order and recorded separately in the order details. After submission, the tip is not automatically recalculated when staff edits an order. Call H&A to request a tip correction, cancellation or refund; the cancellation and refund process below applies.

Direct delivery

Direct delivery is limited to addresses verified within a 1.5-mile straight-line radius of 1042 Dewey Avenue, Rochester. An address outside the radius or one we cannot verify cannot proceed to delivery payment. Pickup has no distance limit. Eligible card-paid delivery orders confirm after successful payment.

An address check does not place an order or charge a card. A saved or location-suggested address is rechecked on the server before delivery payment. The checkout shows the delivery fee, tax and total before you pay.

Direct delivery may depend on the address and delivery area, business hours, staffing, weather, order volume, safety, and other operating conditions. If we cannot fulfill an accepted delivery order, staff will contact you to discuss pickup, another agreed arrangement, or cancellation and any refund due. Addresses outside our radius may use DoorDash, Uber Eats, or Grubhub subject to each platform’s availability and terms.

Timing and availability

Ready and delivery times are estimates, not guarantees. Traffic, order volume, staffing, equipment, weather, food preparation, safety concerns, and other events can change timing.

For as-soon-as-possible orders, an initial time range uses the kitchen's current preparation settings and active order volume, with additional time allowed for delivery. It is not live driver tracking or a guaranteed arrival time. Staff may update an active order's estimate; check its live-status screen for the latest information. A displayed estimate does not replace the confirmation steps for a cash order. If scheduled pickup is offered, the selected pickup time is shown separately.

Menu items, sizes, toppings, sauces, and other modifiers can sell out or become unavailable. H&A may pause online ordering for maintenance, security issues, outages, store needs, or operational conditions. Call 585-647-2319 if the site is unavailable or an order is urgent.

Menu suggestions and customization

Food recommendations are optional suggestions based on your current cart and menu availability. A suggestion does not add an item or charge until you choose and confirm it. Review the displayed size, quantity and price, including any preselected base options, before adding an item. Sauces, toppings and paid extras are optional; available choices and additional prices are shown in customization. Suggestions and food photos are not assurances about allergens, dietary suitability or the exact appearance of your order.

Your order information

You are responsible for reviewing the selected menu items, sizes, quantities, modifiers, fulfillment choice, phone number, delivery address, and instructions before submission. Provide a working phone number and, for delivery, a complete address and useful delivery directions. H&A is not responsible for delay caused by materially incomplete or inaccurate information, but staff may try to contact you to resolve it.

Food allergies and intolerances

If you have a food allergy or intolerance, please notify us. Use the allergy/safety field when submitting online and call H&A before fulfillment when a reaction could be severe. Do not assume a paid pickup will receive a separate confirmation call.

H&A takes allergy information seriously and uses reasonable order-handling practices, but ingredients and food may share kitchens, fryers, storage, preparation areas, equipment, or utensils. H&A cannot guarantee an allergen-free or cross-contact-free preparation environment. Ask staff about ingredients and preparation, and do not rely only on the website when a reaction could be severe.

This section does not waive or reduce H&A's obligations under food-safety law.

Special requests, cancellations, and refunds

H&A will make reasonable efforts to follow special and delivery instructions, but cannot guarantee every substitution, preparation request, or delivery request. Instructions are not accepted if they are unsafe, unlawful, unrelated to the order, or impossible to perform.

Call H&A as soon as possible to change or cancel a request. H&A may reasonably decline or cancel an order because food is unavailable, the customer cannot be contacted, information is materially inaccurate, activity appears fraudulent or abusive, or an operational or safety condition prevents fulfillment. Staff should explain a material issue when reasonably possible.

Cancellation and refund requests for direct website orders are handled manually by H&A. Approval depends on the order status, whether preparation or delivery has begun, what occurred, and applicable law. If H&A approves a refund for an online payment, it is generally issued through Stripe to the original payment method; the customer's bank or card issuer controls when the credit appears. If H&A cancels a paid order and provides no food or delivery service, contact us to arrange the refund due for the unfulfilled order. This policy does not restrict any refund or other remedy required by law. Call with the H&A order number, but never provide a full card number or security code.

Tell staff if your request includes a tip correction or refund. Staff will confirm the refund amount, including any tip being refunded. Changing an order's status to canceled does not by itself issue a card refund.

Prohibited misuse

Do not submit fake orders, automated spam, abusive or unlawful material, card data in text fields, or information you are not authorized to provide. Do not manipulate prices or requests, bypass limits or security controls, impersonate another person, probe for vulnerabilities, interfere with the site, or attempt unauthorized access to staff systems or data. H&A may block or report activity reasonably believed to threaten customers, staff, the business, or the website.

Third-party services

DoorDash, Uber Eats, Grubhub, Google Maps, and other external services have their own terms, privacy practices, prices, fees, availability, refunds, and support processes. An order placed on a third-party platform is governed by that platform's terms and the order arrangement shown there, not by H&A's direct website-submission process.

Downloading the H&A Deli app is optional. App Store links take you to Apple, which controls download availability, device compatibility, and installation under its own store terms. H&A's direct-order terms continue to apply to orders placed through the H&A Deli app. You may continue using the website without installing the app.

A review link after ordering opens H&A's Google Maps listing. Leaving a review is optional, and honest feedback of any rating is welcome. H&A does not offer a reward for a review or require one to receive service. Google controls review publication, account requirements and moderation under its own terms.

Authorized use of Order Manager

The H&A Order Manager app and private staff dashboard are restricted to staff authorized by H&A. Staff must use their own assigned accounts, complete required security checks, and access customer information only for legitimate store operations. Customer sign-in does not grant staff access.

Staff are responsible for reviewing the live order queue and accurately recording accepted orders, preparation, fulfillment, and cancellations. Notifications and alert sounds supplement the queue and do not replace those responsibilities. H&A may review access and activity records and suspend unauthorized access.

Service availability and your legal rights

We take reasonable steps to maintain the services, but cannot promise uninterrupted access, error-free operation, or delivery of every notification. If checkout is interrupted or payment status is unclear, check the original order-status screen or call us before submitting another order.

Nothing in these Terms excludes liability or limits a right or remedy that cannot lawfully be excluded, including applicable consumer and food-safety protections. A technical problem does not remove our responsibility to address an accepted order or a payment we received.

Website content

H&A's name, logo, website design, writing, and original graphics are owned by H&A or used with permission. You may use the website for ordinary personal ordering and information. Do not copy or use protected material in a misleading commercial way, falsely suggest endorsement, or interfere with the rights of H&A or others.

Changes and governing law

H&A may update these Terms when the website or order process changes. The version posted when you submit an order applies to that submission, except where the law requires otherwise. Changes will be posted with a revised effective date.

New York law governs these Terms to the extent it may lawfully apply, without taking away any non-waivable consumer protection available under applicable law.

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