Terms of Business

We are a meal delivery service – our purpose is to allow you to order items for delivery. We prepare your order and our delivery drivers deliver it to you.

When you place items for order with Tribe Kitchen, you’ll be asked to check out as a guest or create an account with us. When you open an account you may create a password, or other secure login method, and may also have to provide credit card details. You must keep any password you create, or other secure login method, secret, and prevent others from accessing your email account or mobile phone. If another person uses these methods to access your account, you will be responsible to pay for any Items they order, and we are not responsible for any other losses you suffer, unless the person using your password obtained it because we did not keep it secure.

You may close your account at any time in your account section of our ordering system or contacting us at [email protected]. We may suspend access to your account, or close it permanently, if we believe that your account has been used by someone else. We may also close your account if if we think you are abusing our service (for example, by applying for refunds or credit to which we do not consider you are entitled, repeatedly making unreasonable or untrue complaints, mistreating our drivers). If we close your account permanently we will refund any remaining account credit you have validly obtained from our ordering system following any issue with an order, by applying a credit to your registered credit card, or if that is not possible, via a bank transfer using other bank details you supply to us.

When you order through our ordering site, it needs to be accepted by us before it is confirmed. We’ll notify you if your order has been accepted. Once we send your confirmation, a contract for the supply of any Item you have ordered comes into existence. You are responsible for paying for all Items ordered using your account, and for related delivery charges, and for complying with these Terms, even if you have ordered the Item for someone else. All Items on our menus are subject to availability.

Many of our dishes are gluten free and dairy free. We may also use nuts or other allergens in the preparation of certain dishes. We display dish by dish allergens information where possible. Where that information is not available or if you have further questions, please contact us prior to ordering if you have an allergy.

When you place an order you can select a time slot for delivery. We will aim to deliver at this time but please note, things don’t always go to plan and traffic and even weather conditions might hinder our attempts at delivering your order on time.

You can track your order once our delivery driver has collected it and are on their way to your delivery address.

We will contact you if there is an issue with your order and work with you to make things right. If your order is more than 30mins late, we will notify you with an option to cancel your order, unless you have caused the delay (for example, you have given us the wrong address or did not answer the door when we attempted delivery).

If you gave us the wrong delivery address on ordering, contact us and we might be able to deliver to an alternative address, as long as it’s within our delivery area, and our driver hasn’t already left with your order. If we are unable to deliver to the new address, you will have the option of cancelling your order but please note, if we’ve started making your food, you will charged for the full order and if our driver has already set off with your order, you will also be charged for delivery.

We will also charge you for your order and delivery in the event of a failed delivery, if you have caused such failure for any reason. These reasons could be, but are not limited to:

• Our delivery driver refuses to deliver your order in accordance with our Age Restricted Items policy (see below for details)
• You do not come to the door when delivery was attempted
• You did not pick up the phone when our driver contacted you using the contact information you have provided us and/or you picked up the phone but then failed to provide access for delivery within a reasonable amount of time, and our driver is unable to find a safe location to leave your order

You have a legal right to receive goods which comply with their description, which are of satisfactory quality and which comply with any specific requirements you tell us about (and we agree to) before you place your order. If you believe that the Items you have been delivered do not comply with these legal rights, please let us know. We may request a photograph showing the problem if it is something that can be seen by inspecting the Items. We will provide a refund or account credit in respect of the affected part of the Item, and also in respect of delivery if the whole order was affected, unless we have reasonable cause to believe that the problem was caused after delivery.

Prior to processing your refund or account credit, we may take into account relevant factors including the details of the order, including your account history and what happened on delivery.

We sell alcohol at Tribe Kitchen, since this is an Age Restricted Product, we can only sell and deliver these items to people aged 18 or over. By placing an order for an Age Restricted Product, you confirm that you are at least 18 years old. Tribe Kitchen operates an age verification policy whereby customers ordering age restricted products will be asked by our driver to provide proof that they are aged 18 or over before the delivery is completed. Our drivers may refuse to deliver any age restricted product to any person unless they can provide valid photo ID (driving license, passport) proving that they are aged 18 or over. In addition, our drivers may refuse to deliver alcohol to any person who is, or appears to be under the influence of either alcohol or drugs. Orders for items containing alcohol may only be delivered to a location that is a residential or business address. If delivery of any age restricted product is refused, you will still be charged for the relevant Item and for delivery.

You may cancel an order without charge at any time before we have started preparing the food. If you wish to cancel an order before we have started preparing it, please contact us immediately, via our ordering site. If we confirm we haven’t started preparing your order, we will refund you using the same method in which you paid for the order.

If you cancel any order after we have started preparing the food, you will be charged the full price for the items, and if your order has already been despatched, you will also be charged for delivery.

Tribe Kitchen may notify you that an order has been cancelled at any time. You will not be charged for any orders cancelled by us, and we will reimburse you for any payment already made using the same method you used to pay for your order. We may also apply credit to your account to reflect the inconvenience caused.

Our prices listed on our ordering site include VAT.

We charge a fee for delivery. This will be notified to you during the order process before you complete your order.

The total price of your order will be set out on the checkout page on our ordering site, including the prices of items and delivery and any applicable Service Fees and taxes.

Payment for all Items and deliveries can be made on our ordering site by credit or debit card, or Google Pay (supported devices only). Once your order has been confirmed your credit or debit card will be authorised and the total amount marked for payment. Payment may also be made by using vouchers or account credit. Use of these is subject to our voucher terms and conditions.

We will run special offers and deals sometimes, these will be clearly promoted on our ordering site and the appropriate discount added at checkout.

When you place an order, you will have the option to pay a tip, in addition to the purchase price of the items in your order. Any payment will be collected by Tribe Kitchen using the payment method used for the original order and your tip will be split between our drivers and chefs.

We process your personal data in accordance with our Privacy Policy.

We are responsible to you for any loss or damage that you suffer that is a foreseeable result of our breaking these Terms or of failing to use reasonable care and skill in relation to your use of our Service. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is “foreseeable” if it is either obvious that it will happen, or if you told us that it might happen, for example if you tell us about particular circumstances that might increase the loss or damage arising from our breach of these Terms before you place an order.