Alēra Meal Freshness & Delivery Policy

Last updated: 26/02/2026

This policy explains how meal freshness, storage, and delivery are managed within the Alēra service.

Alēra is a nutrition coordination and concierge platform. We do not prepare, cook, handle, store, transport, or supply food. Meals are prepared and delivered by independent chefs coordinated through Alēra.

1. Alēra’s Role

Alēra coordinates nutrition and meal services between clients, nutritionists, and independent chefs.
We do not oversee, supervise, or control food preparation, storage, or transportation processes.

Responsibility for food safety, preparation, and handling sits with the chef, and responsibility for storage and consumption sits with the client, as outlined below.

2. Delivery Coordination

Meal deliveries are coordinated between the client and the assigned chef.

Delivery timings are estimates and may be affected by factors outside Alēra’s control, including traffic, weather, access issues, or scheduling changes.
Reasonable delays do not constitute a breach of this policy where food safety standards are maintained.

3. Fresh vs Frozen Meals

Meals may be delivered fresh or frozen depending on scheduling, menu planning, and food safety considerations.

Freezing is used as a safety and quality measure and does not indicate reduced quality.
The decision to deliver meals fresh or frozen is made by the chef based on professional judgment and food safety requirements.

4. Intended Consumption Windows

Chefs may provide guidance on intended consumption windows for meals.

These windows are used solely to determine preparation timing, storage guidance, and freshness calculations.
They are not guarantees of freshness, quality, or suitability beyond the guidance provided.

5. Client Availability & Unattended Deliveries

Clients must ensure they are available to receive meal deliveries at the agreed time.

Where meals are left unattended at a client’s request or due to client unavailability, responsibility for meal freshness and safety transfers to the client upon delivery.

Alēra does not accept responsibility for loss of freshness, spoilage, or quality issues arising from unattended deliveries or altered delivery arrangements requested by the client.

6. Responsibilities

Chef Responsibilities

Independent chefs are responsible for:

  • preparing meals in compliance with food safety laws

  • appropriate cooling, storage, packaging, and transportation

  • allergen management based on information provided

  • providing storage and reheating instructions to clients

Client Responsibilities

Clients are responsible for:

  • accurate disclosure of dietary and allergy information

  • proper storage, reheating, and handling of meals after delivery

  • following instructions provided by the che

7. No Freshness Guarantee

Alēra does not guarantee the freshness, quality, or suitability of meals beyond the parameters and guidance set out in this policy and any instructions provided by the chef.

8. Issues & Complaints

Any concerns relating to meal freshness or quality must be reported promptly and in accordance with Alēra’s Complaints & Refunds Policy.

Raising a concern does not automatically entitle a client to a refund or credit.

9. Policy Alignment

This policy should be read alongside:

  • the Client Terms of Service

  • the Complaints & Refunds Policy

  • the Chef Agreement

  • the Nutritionist Agreement

In the event of any conflict, the Client Terms of Service and referenced policies prevail.

10. Changes to This Policy

Alēra may update this policy from time to time to reflect changes in service operations or legal requirements.
The most current version will always be available on our website.