Question 1

Can I choose my own meals each week?

Accepted Answer

Yes. Change any meal in My Viva until 12:00, three days before delivery. If you don't choose, Auto-pick fills the delivery from your ratings and pinned meals, or your last line-up carries forward.

Question 2

Can I place a single order, or do I have to subscribe?

Accepted Answer

Viva currently runs as a flexible subscription service rather than one-off orders. That said, there’s no minimum term and you can pause, skip, or cancel anytime from your account, so many customers use it quite flexibly around busy weeks, work, travel, or recovery.

Question 3

How is Viva different from other meal services like Hello Fresh?

Accepted Answer

Viva delivers fully prepared, ready-to-eat meals built around longevity - high in protein and fibre, made with whole ingredients, and portioned for the way you actually want to eat. Hello Fresh and similar kits send you raw ingredients and recipes to cook yourself. With Viva, your meals are cooked in our Jersey kitchen and arrive ready to heat. The focus is on long-term nutrition habits with as little friction as possible.

Question 4

When do you deliver?

Accepted Answer

We deliver twice a week - Sundays and Wednesdays. You can choose one delivery day or both. Deliveries arrive between noon and 8pm on your chosen day. You don't need to be home; we can leave the box in a safe spot if you tell us where.

Question 5

Do Viva meals contain preservatives or artificial additives?

Accepted Answer

No. We're all about real foods and don't use artificial preservatives in any meal. The meals stay fresh because they're cooked recently and delivered chilled - they're not engineered for a long shelf life. Natural sweetness comes from fruit and vegetables, never refined sugar substitutes. Full ingredient lists are shown for every meal before you order.

Question 6

Are Viva meals high in protein?

Accepted Answer

Yes. Protein is a cornerstone of how we build meals - it supports muscle, keeps you satisfied between meals, and slows the spike in blood sugar. Most Viva meals provide 25-40g of protein per serving, sourced from a mix of lean meats, eggs, pulses, and plant proteins. You can see the protein content of every meal in our menu before you order.

Question 7

What if I have dietary restrictions or allergies?

Accepted Answer

Set your filters in Meal preferences (the heart in My Viva): the proteins you eat and dietary needs. They apply to every delivery, Shuffle and Auto-pick. A meal outside them shows a grey ⓘ line so you can swap it.

Question 8

Can I pause or skip a week?

Accepted Answer

Skip a single delivery with the Skip button under it in My Viva, or set a pause for a date range or until you come back from Your plan. Both are free and respect the 12:00 cut-off.

Question 9

How long do Viva meals stay fresh?

Accepted Answer

Each meal has a use-by date on the label. To keep everything as fresh as possible, we currently deliver twice per week on Sundays and Wednesdays. Most customers either eat their meals within around 3 days of delivery or freeze some meals for later in the week. All meals freeze very well, except for dishes containing eggs.

Question 10

What happens if my payment fails?

Accepted Answer

We'll retry the charge a few times the same morning. If all retries fail, we'll email you a manual payment link by mid-morning. Pay before midday and we'll do everything we can to keep your delivery on schedule. Pay later than midday and we'll get in touch about your options - adding you to the next delivery, issuing a credit, or refunding the charge. Updating your card prevents this happening for future deliveries.

Question 11

Can I cancel my subscription anytime?

Accepted Answer

Yes - no minimum term, no cancellation fee. Cancel from your account and your subscription ends at the end of your current delivery cycle (so you'll still receive any delivery that's already been billed). If you change your mind, you can reactivate later - your account, preferences, and meal history stay in place.

Question 12

Can I change my meal count or switch plans?

Accepted Answer

Yes. You can change how many meals you get from your account - the change takes effect from your next delivery, and the system will show you the new price before you confirm. Switching between single-day and split (twice-weekly) plans is an admin-mediated change for now - email us at hello@viva.je and we'll arrange it for your next cycle.

Question 13

What's the difference between pausing and skipping?

Accepted Answer

Skipping is for a specific period - "no deliveries from 1 May to 15 May" or "skip next Wednesday". You set start and end dates, and your normal deliveries resume after. Pausing is open-ended - your subscription goes on hold with no deliveries and no charges until you reactivate. Use Skip for holidays; use Pause if you don't know when you're coming back.

Question 14

When am I charged for my delivery?

Accepted Answer

Payments are usually taken around three days before each delivery so we can source the right amount of ingredients for prep and avoid unnecessary food waste. For Sunday deliveries, payments are typically processed on Thursday mornings, and for Wednesday deliveries on Sundays.

Question 15

What if I'm not home when you deliver?

Accepted Answer

You don't need to be home. Tell us a safe place at checkout - porch, side gate, behind a bin - and our driver will leave your box there. The box is insulated and meals are chilled, so they're fine left out for a few hours. If you don't have a safe spot, message us before delivery and we'll arrange an alternative.

Question 16

How do I sign up to Viva?

Accepted Answer

Setting up your meal plan with Viva is very easy — you can sign up online in just a few minutes. Simply choose how many meals you’d like each week, set your dietary preferences, and select your first delivery date. We’ll take it from there!
After ordering, you can log into your MyViva account at any time to change your meal selection or make adjustments to your plan. You can also skip or pause deliveries whenever needed.

Question 17

What's the deadline to change my upcoming order?

Accepted Answer

You can change a delivery until 12:00, three days before it arrives: midday Thursday for a Sunday delivery, midday Sunday for a Wednesday delivery. The cut-off shows under each delivery in My Viva.

Question 18

Can I skip a delivery without cancelling my plan?

Accepted Answer

Yes. Log into your account and choose Skip on the delivery you want to miss. As long as you do it before the cut-off (three days before delivery), you won't be charged and nothing gets sent. Your next delivery after the skip carries on as normal. You can also skip multiple weeks in a row.

Question 19

Can I use a voucher with my Viva subscription?

Accepted Answer

Yes. Enter your voucher code at checkout when you sign up - the discount will be applied to your subscription and shown on your receipt. Some vouchers apply to your first delivery only, some apply for a number of deliveries, and some apply on every delivery going forward. The receipt for each delivery shows exactly what discount was used.

Question 20

How do I update my payment card?

Accepted Answer

You can log into your MyViva account and click on “Update My Card Details”. This will securely redirect you to our payment processor, CityPay, where you can update your payment information. We never see or store your card details directly.

Question 21

Why am I seeing two charges per week?

Accepted Answer

You're on a split plan - deliveries on both Sunday and Wednesday - and each delivery is billed separately. Your total cost is the same as before; we just charge for each delivery on its own three-days-before-delivery schedule. Single-day customers still see one charge per week. The split layout makes pauses, skips, and refunds cleaner.

Question 22

When does my first delivery arrive after I sign up?

Accepted Answer

Your first delivery depends on when you sign up relative to our cut-off times. We require three days between your order being confirmed and the delivery day so we can source the right quantities of ingredients for prep and avoid unnecessary food wastage. If you sign up before midday on Thursday, you’ll qualify for a Sunday delivery that same week. Sign-ups completed before Sunday at midday qualify for a Wednesday delivery.

Question 23

How do I change my meals?

Accepted Answer

Open My Viva, pick the delivery, and tap the gold swap button on any meal to change the dish or its size. Shuffle refills the whole delivery from your preferences; Auto-pick does it for every delivery.

Question 24

What time will my delivery arrive?

Accepted Answer

Deliveries usually arrive between around 12pm and 8pm on your chosen delivery day (Sunday and/or Wednesday). We can’t guarantee an exact time slot just yet, but if you ever need a rough ETA, feel free to message us and we’ll do our best to help.

Question 25

What areas in Jersey do you deliver to?

Accepted Answer

We deliver all across Jersey. Our delivery days are Sunday and Wednesday.

Question 26

What do Copy and Skip do?

Accepted Answer

Copy puts one delivery's meals into other upcoming deliveries. Skip removes a delivery: no box, no charge, and you can restore it until its cut-off.

Question 27

Why is there a meal outside my preferences in my delivery?

Accepted Answer

A meal carried over from an earlier week, or chosen before you changed your filters, can stay in a delivery. It shows a grey ⓘ line saying why. Swap it with the gold button, or Auto-pick replaces it.

Question 28

What do the chips under a meal mean?

Accepted Answer

Your pick: you chose it. Pinned: it comes every week. You love this / You like this: picked from your ratings. New to try: something you haven't had. Matches your preferences: picked from your filters.

Question 29

How do I turn Auto-pick on or off?

Accepted Answer

Open the menu, tap Auto-pick and use the switch at the top. The Edit link in the "Auto-pick is on" strip under each delivery opens the same place.

Question 30

How does the weekly mix work?

Accepted Answer

The bar in Auto-pick splits your week's meals into pinned, loved, liked and new to you. Drag a handle, tap a section, or pick a preset; we spread the mix across your deliveries.

Question 31

What are pinned meals?

Accepted Answer

A pinned meal comes every week, on a set day or any day, at the size you choose. Pinned meals count towards your week; Auto-pick picks the rest. Set them under Auto-pick → Pinned meals.

Question 32

How do ratings work (Love, Like, Dislike)?

Accepted Answer

Rate any meal Love, Like or Dislike in Meal preferences → Ratings, on the Rate meals page, or on a past delivery. Loved meals are picked first, liked next; a disliked meal is never picked.

Question 33

Can I rate meals I've already had?

Accepted Answer

Yes. Open a past delivery in My Viva and use the Love / Like / Dislike pills under each meal. After a delivery, "How were these meals?" at the top of My Viva lists what you haven't rated.

Question 34

What happens when I dislike a meal?

Accepted Answer

We never pick it again, it's unpinned, and if Auto-pick had put it in an upcoming delivery we replace it. You can tell us why, and that goes to the kitchen.

Question 35

What's the difference between Shuffle and Auto-pick?

Accepted Answer

Shuffle refills one delivery now, from your preferences and ratings, with Undo. Auto-pick does that for every delivery as it opens, following your weekly mix and pinned meals.

Question 36

What does "New this season" mean?

Accepted Answer

Our menu changes through the year. New dishes show at the top of My Viva so you can rate them; with Auto-pick on, the ones you love join your picks.

Question 37

How do I see a meal's ingredients, allergens and nutrition?

Accepted Answer

Tap the ⓘ on the meal photo, or the photo itself, to open Meal info: ingredients, allergens, calories, macros and heating instructions.

Question 38

What do R, L, P+ and LP+ mean?

Accepted Answer

They're portion sizes: R Regular, L Large (+£2), P+ Protein+ (+£2) and LP+ Large Protein+ (+£4). Change a meal's size from its swap button.

Question 39

What is Auto-pick and how does it choose my meals?

Accepted Answer

Auto-pick fills each delivery for you before the cut-off: pinned meals first, then meals you love, then like, then a few new, never anything you dislike or have filtered out. You can still swap any meal.

Question 40

I paid after the cut-off - can I still get my delivery?

Accepted Answer

Maybe - depends on timing. If you paid before midday on the cycle-start day, get in touch immediately and we'll do what we can. Between midday and 1pm, our team is reviewing late payments and deciding case by case. After 1pm, the kitchen has committed to the final order and recovery is rare. In any of those cases, we'll either include you in the delivery, add you to the next one, credit your account, or refund the charge.

Question 41

When does a meal-count change take effect?

Accepted Answer

Meal-count changes apply from your next delivery, not the current one. If you've already passed the cut-off for the upcoming delivery, your current count stays for that one and the new count kicks in from the delivery after. Your account shows the price preview and the effective date before you confirm.

Question 42

Where do Viva's ingredients come from?

Accepted Answer

We source locally in Jersey wherever possible - fresh produce, meat, eggs, dairy - and supplement with carefully chosen suppliers from the UK and beyond for items we can't grow here. Local first, quality second, always. Every meal shows its key ingredients in your account so you can see exactly what you're eating.

Question 43

Do I need to heat the meals before eating?

Accepted Answer

Most meals are designed to be heated - typically 2-4 minutes in a microwave, or 10-15 minutes in an oven. Some bowls and cold dishes (breakfast puddings) are best straight from the fridge. Each meal has clear heating instructions on the label. The meals arrive chilled (not frozen), ready to heat and eat as they are.

Question 44

How do I change a meal from Regular to Large (or vice versa)?

Accepted Answer

Tap the gold swap button on the meal and choose a size: Regular, Large (+£2), Protein+ (+£2) or Large Protein+ (+£4). The price shows before you confirm and applies to that delivery onwards.

Question 45

What's the minimum or maximum number of meals I can order?

Accepted Answer

We currently have a minimum of 5 meals per delivery to support our free delivery model. Beyond that, you can choose whatever quantity works best for you. Many customers also split their plans across Sunday and Wednesday deliveries to keep everything extra fresh.

Question 46

Why can't I change my meals?

Accepted Answer

If a delivery is locked, you've passed its cut-off: 12:00, three days before delivery. The kitchen has started on it. You can still change any later delivery, or email hello@viva.je for a last-minute change and we'll do what we can.

Question 47

Can I add a voucher to my subscription after signing up?

Accepted Answer

Email us at hello@viva.je with the code and we'll apply it from your next delivery. We can't retro-apply codes to deliveries you've already been billed for, but we can set it up to discount everything going forward (subject to the code's terms - some are one-use, some are ongoing).

Question 48

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards, including Visa, Mastercard and American Express, through our secure payment provider CityPay.

Question 49

I forgot my password  - how do I log in?

Accepted Answer

Go to viva.je and click Log In, then "Lost your password?". Enter your email address and we'll send you a reset link.

Question 50

I paused by mistake - can I undo it?

Accepted Answer

Yes. If your pause hasn't started yet, you can cancel it from your account before it takes effect. If your subscription is already paused, you can reactivate it from the same screen - your next delivery will be the next available Sunday or Wednesday that respects the three-day lead time. No need to email us unless something's stuck.

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Can I pause or skip a week?

Do Viva meals contain preservatives or artificial additives?

Are Viva meals high in protein?

What if I have dietary restrictions or allergies?

Can I choose my own meals each week?

Can I place a single order, or do I have to subscribe?

How is Viva different from other meal services like Hello Fresh?

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