Terms And Conditions

These Terms and Conditions ('Terms') govern the sale of food and beverages by:

Aso Rock Restaurant

9-10 Bradbury Street, Dalston, London N16 8JN

Telephone: 0207 923 7068

Website: www.AsoRockFood.com

('we', 'us', 'our', 'the Restaurant')

These Terms apply to all orders placed through our website or any other ordering channel we make available to you. These Terms are subject to change and the version published on our website at the time of your order shall apply.

By placing an order, you confirm that:

• You are at least 18 years of age;
• You are a consumer (i.e. acting outside the course of any business, trade or profession);
• You are ordering for delivery or collection within our designated service area; and
• All information you provide to us is accurate and complete.

Orders containing alcohol will only be fulfilled where the recipient is aged 18 or over. Our delivery driver may require proof of age before handing over the order. We reserve the right to refuse delivery of alcohol if we are not satisfied that the recipient is of legal age.

All items sold by Aso Rock Restaurant are freshly prepared perishable food and beverages. Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day right to cancel does not apply to goods that are liable to deteriorate or expire rapidly. Accordingly, once your order has been confirmed, your right to cancel is limited to the circumstances set out in Section 6 below.

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 in relation to food that is not of satisfactory quality, not fit for purpose, or not as described.

4.1 How to Order

Orders may be placed through our website at www.AsoRockFood.com. A contract between you and us is formed when we send you an order confirmation. We reserve the right to refuse or cancel any order at our discretion, including where we suspect fraudulent activity, where an item is unavailable, or where we are unable to fulfil delivery to your address.

4.2 On-Demand Orders

On-demand orders are prepared and dispatched as quickly as possible. We aim to dispatch on-demand delivery orders within 45 minutes of receipt. However, actual delivery times may vary depending on distance, traffic conditions, demand, and factors outside our control. Delivery time estimates are provided as a guide only and do not form part of the contract.

4.3 Pre-Orders

You may pre-order meals in advance for a specified delivery or collection time. Your pre-order is confirmed once you receive an order confirmation from us. Cancellation rights for pre-orders are set out in Section 6.

4.4 Click and Collect

If you select Click and Collect, your order will be prepared and held for collection at our premises at 9-10 Bradbury Street, Dalston, London N16 8JN. You are responsible for collecting your order within a reasonable time of your nominated collection time. Please see Section 6 for our policy on uncollected orders.

4.5 Menu and Pricing

All prices are displayed in Pounds Sterling (GBP) and are inclusive of VAT where applicable. We reserve the right to change menu items and prices at any time. The price applicable to your order is the price displayed at the time you complete your order.

Payment is required in full at the time of placing your order. We accept major credit and debit cards. Transactions are processed securely through our payment provider.

We reserve the right to cancel any order where payment is declined or reversed, and to suspend or permanently refuse access to our ordering service to any customer who we reasonably suspect of fraudulent conduct, chargebacks without legitimate cause, or abuse of our ordering system.

Any suspected fraud will be reported to the relevant authorities including the police and our payment processor. We co-operate fully with law enforcement in relation to any suspected fraudulent activity.

6.1 On-Demand Orders

Once an on-demand order has been accepted and preparation has commenced, it cannot be cancelled. Where an order has been dispatched for delivery, no refund will be issued for change of mind. This reflects the perishable nature of our goods as described in Section 3.

6.2 Pre-Orders - Cancellation by You

You may cancel a confirmed pre-order free of charge provided you notify us at least 24 hours before the scheduled delivery or collection time. Notification must be made by telephone on 0207 923 7068 or via our website contact form. Where you give less than 24 hours' notice, or fail to cancel before the order is dispatched, no refund will be issued.

Where a valid cancellation is made within the permitted timeframe, a full refund will be issued to your original payment method within 5-10 business days.

6.3 Click and Collect - Failure to Collect

If you fail to collect a Click and Collect order, no refund will be issued. Food prepared for your collection cannot be resold and we incur costs in its preparation. Where you anticipate you will be unable to collect, please contact us as soon as possible on 0207 923 7068 and we will do our best to accommodate you.

6.4 Missing, Incorrect or Unsatisfactory Items

Your statutory rights under the Consumer Rights Act 2015 are not affected by these Terms. If you receive:

• An item that is missing from your order;
• An item that is incorrect (not as described on our menu);
• Food that is not of satisfactory quality or not fit for consumption;

please contact us as soon as possible and in any event within 24 hours of delivery or collection by telephoning 0207 923 7068 or using the contact form on our website. We will investigate your complaint promptly and, where your complaint is upheld, we will issue an appropriate remedy which may include a full or partial refund to your original payment method, a replacement order (subject to availability), or a credit applicable to a future order.

Where a refund is issued in respect of a missing item on a delivery order, the refund amount will reflect the value of the missing item. If the value of the missing item means you would not have met the minimum order threshold for the delivery fee applicable at the time, the delivery fee may be adjusted accordingly.

6.5 Cancellation by Us

We reserve the right to cancel your order at any time before dispatch. Where we cancel your order, we will notify you promptly and issue a full refund to your original payment method within 5-10 business days.

Delivery is available within our designated delivery areas. We aim to deliver your order hot and in good condition. Delivery times are estimates only.

Delivery may be carried out by us directly or by a third-party delivery partner. Where delivery is carried out by a third-party provider, we are not responsible for delays, losses, or damage caused by the third party, provided that such issues do not affect the quality of your food at the point of handover to the delivery partner. However, this does not affect your statutory rights.

It is your responsibility to ensure that the delivery address you provide is accurate. We are not responsible for non-delivery or delays caused by an incorrect or inaccessible address. If your order cannot be delivered due to an incorrect address or failure to be present at the address and you do not contact us within a reasonable time, no refund will be issued.

Real-time delivery tracking may be available. Tracking is provided as a convenience and estimated arrival times are indicative only.

We are open for orders as follows:

• Monday to Sunday: 11:00 to 21:30
• Closed on Christmas Day (25 December), Boxing Day (26 December), and New Year's Day (1 January)
• We operate as usual on all other public and bank holidays unless otherwise notified on our website

Orders placed outside our operating hours will be processed on the next available business day.

Under the Food Information Regulations 2014, we are required to provide information about the 14 major allergens that may be present in our food. Allergen information is available on our website and on request.

IMPORTANT - Please read carefully:

• It is your responsibility to inform us of any food allergies or dietary requirements before placing your order. You can do this via the notes section of your order, by telephone, or through our website.
• While we will take reasonable care to accommodate your requirements, our kitchen handles a wide variety of ingredients including nuts, gluten, dairy, eggs, shellfish and other allergens. We cannot guarantee that any item is entirely free from any allergen due to the risk of cross-contamination during preparation.
• If you have a severe or life-threatening allergy, please contact us directly before ordering so we can advise you appropriately. We reserve the right to decline to fulfil an order where we cannot safely accommodate a severe allergy.
• We do not accept liability for adverse reactions caused by failure to disclose known allergies or intolerances at the time of ordering.

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence;
• Fraud or fraudulent misrepresentation;
• Any other liability that cannot be excluded or limited by law.

Subject to the above, our total liability to you for any losses arising in connection with your order shall not exceed the value of that order. We are not liable for any indirect, consequential, or special losses.

Where we are responsible for a loss that is not excluded above, we may, at our discretion, offer a replacement, a refund, or a credit note. Any voucher or credit note issued in connection with a complaint will have a monetary value equivalent to the agreed remedy and will be redeemable against a future order.

We are not liable for any failure to perform our obligations where such failure is caused by events outside our reasonable control, including but not limited to severe weather, power cuts, civil unrest, pandemic, or third-party delivery failures beyond our control.

You agree not to:

• Provide false or misleading information when placing an order;
• Abuse our refund or complaints process;
• Engage in any threatening, abusive, or offensive conduct toward our staff or delivery partners;
• Attempt to circumvent our payment systems or engage in any fraudulent activity.

We reserve the right to refuse service or cancel orders from any customer who breaches this clause, without prejudice to any other remedy we may have.

We are committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Personal data you provide when placing an order (including your name, address, telephone number, email address, and payment information) will be used to process and fulfil your order, to communicate with you about your order, and to improve our service.

Payment card data is processed securely by our payment provider and is not stored by us. We will not sell, share, or transfer your personal data to third parties except where necessary to fulfil your order (e.g. to our delivery partner) or where required by law.

For full details of how we use your personal data and your rights in relation to it, please see our Privacy Policy available on our website.

We reserve the right to update or amend these Terms at any time. Changes will be published on our website and will take effect from the date of publication. Your continued use of our ordering service following any changes constitutes your acceptance of the updated Terms. The Terms applicable to your order are those in force at the time your order is confirmed.

If you are unhappy with any aspect of your order or our service, please contact us in the first instance:

• By telephone: 0207 923 7068
• Via the contact form on our website: www.AsoRockFood.com/contact

We aim to acknowledge all complaints within 24 hours and to resolve them fairly and promptly. If you are not satisfied with our response, you may have the right to refer your complaint to an alternative dispute resolution (ADR) scheme or to the courts.

You may also contact Citizens Advice for information about your consumer rights: www.citizensadvice.org.uk, or the Consumer Rights Helpline on 03454 04 05 06.

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales.

Any disputes relating to these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you may bring proceedings in your local courts.