Terms &
conditions.

Who you are dealing with

HĒVA Chocolatery is a small-batch chocolate maker operating in Pakistan. You can reach us on WhatsApp, which is the only channel we take orders and questions on. In these terms, "we", "us", and "our" mean HĒVA Chocolatery, and "you" means the person using this site or placing an order.

Using this website

You may use this site to look at our collections, learn about what we make, and start a conversation with us. We ask that you use it fairly and lawfully.

• Do not attempt to interfere with, overload, or gain unauthorised access to the site or the systems behind it.
• Do not scrape, copy, or republish the site in bulk, or use it to build a competing service.
• Do not use the site or our WhatsApp number to send unlawful, abusive, or misleading content.

We may change, suspend, or withdraw any part of this site at any time. We aim to keep it available, but we do not promise that it will always be online or free of errors.

Our brand and our content

The HĒVA name, the cacao mark, the wordmark, and the text, photography, illustration, and design on this site belong to us or are used with permission. You may share links to the site and quote short passages with credit.

You may not reproduce our branding or content for commercial use, or present our products as your own, without our written permission.

Product imagery on this site is illustrative. It is there to show the character of a collection, not to guarantee the exact appearance, arrangement, or count of what arrives.

What we make, and how it varies

Everything is handcrafted in small batches, so no two pieces are identical. Slight differences in finish, size, colour, sheen, and decoration are a normal part of handmade chocolate and are not defects.

• Our menu changes. Flavours, fillings, and collections are made in limited runs and may be unavailable when you ask for them.
• Colours shown on your screen depend on your display and may not match the product exactly.
• Chocolate may develop a pale bloom if it meets heat or moisture. It is still safe to eat, though we would rather it reached you without it.

We make both classic and sugar-free chocolate. Sugar-free does not mean calorie-free, carbohydrate-free, or suitable for every medical condition. Some sweeteners used in sugar-free confectionery can cause digestive discomfort if a lot is eaten at once. Nothing we say about our products is medical or dietary advice; if you are managing a health condition, please speak to your doctor.

Allergens and food safety

Please read this section before you order.

Our chocolate is made in a kitchen that handles nuts, peanuts, milk, soy, wheat, and other allergens, and shared equipment is used across recipes. We cannot guarantee that any item is free from traces of an allergen.

If you or the person you are buying for has an allergy or intolerance, tell us before you order and ask us for the full ingredients of the exact items you want. If we cannot confirm an item is right for you, please do not order it.

Store chocolate in a cool, dry place away from heat and direct sunlight, and follow any storage or best-before guidance given with your order.

How an order is made

This website is not a shop checkout. Nothing on it is an offer to sell at a stated price, and adding details to the order form does not place an order or reserve anything.

An order comes together like this:

• You send us an enquiry from this site, on WhatsApp, or by phone.
• We confirm what is available and quote you a price, including any delivery charge.
• You confirm the items, quantity, delivery details, and timing.
• We confirm the order and the payment arrangement.

A contract between us exists only once we have confirmed your order. Until then we may decline or adjust an enquiry, for example where an item has sold out, where a price or description was stated in error, where we cannot deliver to your area, or where we cannot safely meet an allergen or dietary requirement.

Please give us accurate details. We are not responsible for an order that goes astray because the address, phone number, date, or recipient details you gave us were wrong.

Prices and payment

Prices depend on the collection, the size of the order, the packaging, and the current cost of ingredients, so we quote them per order rather than publishing a fixed list. A quote is valid for the period we state and may change after that.

Unless we say otherwise, a quote covers the items only. Delivery charges and any applicable taxes or duties are confirmed separately before you commit.

We will tell you how and when to pay, and whether an advance payment or deposit is needed. Larger, custom, and corporate orders normally require payment, or part payment, before we begin. We may hold or cancel an order where an agreed payment has not been received.

Delivery and collection

We confirm delivery availability, charges, and timing for your area before you order. Any date or window we give is our best estimate, not a guarantee, and can be affected by weather, traffic, courier delays, and public holidays.

• Someone needs to be available to receive the order at the address and time agreed. Chocolate should not be left in the sun or in a hot stairwell.
• In warm weather we may adjust packaging, change the delivery window, or recommend a different date so that your order arrives in good condition. We will discuss this with you.
• If a delivery fails because nobody was available or the address was wrong, a further attempt may incur an additional charge, and we cannot be responsible for the condition of perishable items after a failed attempt.
• Risk in the goods passes to you when the order is handed to you or to somebody at the delivery address.

Changes, cancellations, returns, and refunds

Because everything is made fresh to order, there are limits on when an order can be changed or cancelled, and on when food can be returned.

Our Returns & refunds policy sets out exactly what happens if something arrives damaged, incorrect, or not as agreed, and how quickly you need to tell us. It forms part of these terms, and it does not affect your statutory rights as a consumer.

Gifts, custom, and corporate orders

We are happy to discuss a gift or a bulk order around what you need. Custom arrangements and large quantities may need more lead time. We will confirm what is available and agree the selection, any packaging details, price, and schedule with you in writing before we start.

Once production of a custom or personalised order has started, it cannot be cancelled or changed, and it is not returnable except where something is wrong with it.

You are responsible for any logo, artwork, wording, or recipient details you give us, and for having the right to use them.

Our responsibility to you

We take the quality and safety of our chocolate seriously, and nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, for defective products, or for anything else that the law does not allow us to limit. Your statutory rights as a consumer stand alongside these terms.

Subject to that, we are not responsible for losses that were not foreseeable when your order was confirmed, or for business losses such as lost profit, lost contracts, or lost opportunity.

Where we are responsible for a problem with an order, our liability is limited to the value of that order, which normally means putting it right, replacing it, or refunding it as set out in our Returns & refunds policy.

The content on this site is provided for general information. We keep it as accurate as we can, but we do not warrant that it is complete or error-free, and it is not a substitute for the specific confirmation we give you when you order.

Things outside our control

We are not responsible for delay or failure caused by events beyond our reasonable control, such as extreme weather, power or internet failure, illness, supply shortages, transport disruption, strikes, or action by a public authority. If one of these affects your order, we will contact you, agree a new date, or refund you for anything not delivered.

WhatsApp and other services

Ordering from us means using WhatsApp, which is provided by Meta under its own terms and privacy policy. We do not control that service and are not responsible for its availability, its features, or a message that fails to arrive. If WhatsApp is unavailable, please try again once the service is back.

Our Privacy policy explains what we do with the information you send us in that conversation.

General

We may update these terms as our business changes. The version published here when you place an order is the version that applies to that order.

If any part of these terms turns out to be unenforceable, the rest continues to apply. If we do not insist on something straight away, we do not lose the right to insist on it later.

These terms, our Privacy policy, our Returns & refunds policy, and the order we confirm with you are the whole agreement between us for that order.

Governing law

These terms and any dispute arising from them are governed by the laws of Pakistan, and the courts of Pakistan have jurisdiction. Consumer protection legislation applicable where you live continues to apply.

If something has gone wrong, please talk to us first. Almost everything is quicker to fix in a conversation.

Talk to us

Questions about these terms, or about an order: message us on WhatsApp.