Citrus Terms and Conditions – HCL's Allergy Management and Meal Ordering System

THESE TERMS AND CONDITIONS AFFECT YOUR PARENTAL RESPONSIBILITY PLEASE READ THEM CAREFULLY BEFORE USING THE SITE

1. Definitions

• Citrus: The digital system provided by HCL for allergy management and meal ordering.
• Parent/User: The individual using Citrus to register allergy details, order meals, or manage information for a pupil.
• School: The educational institution attended by the pupil.
• Meal Recipient: The pupil receiving the meal service.
• Account Holder: A parent or carer responsible for the child’s Citrus account.
• Stripe: The third-party payment processor integrated with Citrus.

2. System Scope

2.1 Citrus provides functionality for:

• Allergy Management System (AMS)
• Food Ordering System (FOS)

2.2 Users may access one or both services depending on their school’s setup. Allergy management is required before food ordering only if a child has an Allergy or Cultural / Lifestyle diet that they require HCL to manage.

2.3 While account creation for food ordering is triggered by the school’s Citrus activation, allergy management accounts are created independently by parents.

2.4 Two parents/carers may have access to a child's profile. One is designated as the primary account holder.

3. Payments and Refunds

3.1 Payments must be made via debit or credit card through Stripe. Payments are transmitted directly into the school’s account where the parent balance is maintained.

3.2 Stripe refunds can be issued if a payment is made in error. HCL Finance must be notified within 30 days of the transaction to process a refund.

3.3 Residual refunds of balances on parent accounts are handled at the discretion of the school.

3.4 Schools may permit arrears depending on their own policies. HCL does not assume liability for unpaid balances.

4. Meal Ordering and Pricing

4.1 Citrus supports fixed pricing per meal. Pricing and eligibility for free meals are determined by the school.

4.2 Ordering a meal through Citrus is a statement of meal preference and does not constitute a binding contract to supply.

4.3 Where a pre-ordered item is unavailable, kitchen staff may provide a suitable alternative based on stock, nutritional value, and allergy profile.

5. Allergy Management

5.1 Separate Allergy Management Terms and Conditions must be signed for each allergy application made

5.2 Applications for special diets must include:

• Child’s school and class
• Type of dietary requirement
• Medical evidence (or school-provided written instruction if they accept responsibility)
• Passport-style photo of the child

5.3 Cultural/lifestyle diets do not require medical evidence.

5.4 HCL reserves the right to reject applications (for allergies or lifestyle diets) where dietary needs cannot be met safely or operationally.

5.5 Allergen and nutritional information will be displayed within Citrus where available. For more complex queries, parents should contact: [email protected]

6. Menu Changes

6.1 Schools may change menus where necessary. If a change is made:

• Before 8:45am: Parents may be notified and asked to reorder
• After 8:45am: The school may substitute the item without requiring a new order

6.2 Schools are responsible for notifying parents of same-day changes through Citrus or their own communication channels.

7. Responsibilities

• Parents must ensure that allergy and meal order information is accurate and up to date.
• Schools must ensure pupils are fed safely each day and support communication to parents.
• Caterers must prepare meals according to the Citrus menu or approved allergy plan, using safe handling protocols.

8. Liability and Disclaimers

8.1 Meals are not prepared in allergen-free kitchens. While reasonable care is taken, zero risk of allergen exposure cannot be guaranteed.

8.2 HCL disclaims liability for:

• Incomplete, false, or outdated allergy information
• Reactions due to substitutions where no information was provided
• Force majeure events (e.g. school closure, delivery disruptions)
• Unfulfilled meal preferences due to unavailable items

9. Data Protection

9.1 Personal data is stored securely and processed according to GDPR.

9.2 Allergy records, meal choices, and child photos are retained until the child turns 21. Data may be retained beyond this in the event of unresolved complaints or legal cases.

9.3 Parents may request data deletion at any time.

10. Communications

10.1 Parents are responsible for maintaining correct email addresses in Citrus and ensuring Citrus emails are not sent to spam or junk folders.

11. Terms Updates

11.1 These Terms and Conditions may be updated. Users will be notified and must re-accept the latest version before using the system again.

12. Governing Law

These Terms are governed by the laws of England and Wales.