Terms of service

What we do

We’re a personal shopping and delivery service on the Isle of Man. You choose items on our website, a shopper buys them for you from local shops, and we deliver them to an Isle of Man address (postcodes IM1 to IM9).

Prices

Prices shown are estimates based on the last shelf price we saw. You pay the actual shelf price on the day of shopping, plus the delivery, service and (where it applies) small basket fees shown at checkout. See Fees.

Payment and the card hold

• At checkout we place a hold (pre-authorisation) on your card for your estimated total plus a buffer, currently 15%.
• After shopping we charge the actual amount and release the rest of the hold.
• We never charge more than the amount you authorised without asking you first.
• Payments are processed by Stripe. We never see or store your full card number.

Substitutions and missing items

You choose a substitution preference for each item. If your shopper suggests a substitute, you can approve or decline it. You’re only charged for substitutes you approve. If you don’t respond in time, unanswered substitutes are left out and not charged. Missing items are not charged.

Age-restricted items

Alcohol, tobacco and energy drinks are only sold to people aged 18 or over. You must confirm your age at checkout, and our driver will ask for valid photo ID on delivery. If ID isn’t shown, those items won’t be handed over and will be refunded.

Medicines

We only supply general sale list medicines. We can’t supply prescription or pharmacy-only medicines. Quantity limits apply, including a maximum of 2 packs of painkillers per order.

Delivery

We deliver within your chosen 2-hour slot. Please make sure someone is available to receive the order. If we can’t deliver because no one is in, we’ll try to contact you; chilled and frozen items may not be re-delivered.

Problems with your order

If something’s damaged, missing or not right, tell us within 48 hours and we’ll put it right, usually with a refund for the item. This doesn’t affect your statutory rights.

Cancelling

You can ask to cancel before your shopper starts. We may cancel an order we can’t fulfil; if so, we release the card hold and return any points used.

Shopping points

Points are earned on delivered orders placed while signed in, have no cash value, can’t be transferred, and may be removed if an order is refunded. We may change the points scheme with reasonable notice.

Your account

Keep access to your email secure, as we sign you in with email links. You can delete your account at any time from Your details.

Law

These terms are governed by the laws of the Isle of Man, and the Isle of Man courts have jurisdiction.

Contact

Email info@ebag.im.