Terms of Service

These Terms and Conditions apply when ordering online from:

Vangi Restaurant

vangiharrow.co.uk

Address: 118 Pinner Road, Harrow, HA1 4JD

Public phone: +44 203 345 4293

Menu currency: GBP

PLEASE READ THIS TERMS AND CONDITIONS CAREFULLY. IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS AND CONDITIONS THEN YOU SHOULD NOT ACCESS AND/OR USE THE ONLINE ORDERING (HEREINAFTER NAMED “ONLINE ORDERING APPLICATION”). ACCESS AND/OR USE OF THE ONLINE ORDERING BY YOU SHALL BE DEEMED TO BE YOUR ACCEPTANCE OF THESE TERMS AND CONDITIONS.

By placing an order, you expressly agree to these Terms and Conditions. Before proceeding with payment, you will be asked to review and accept these Terms.

TERMS AND CONDITIONS OF SERVICE

Last Updated: 01 January 2026

These Terms and Conditions (“Terms”) apply when ordering online from:

Website: vangiharrow.co.uk

For the avoidance of doubt, the Platform (Virtuous Restaurants Ltd) acts solely as a technology intermediary. It does not sell, prepare, store, package, or deliver any Products, and assumes no responsibility, duty, or liability of any kind for the Restaurant, Drivers, or third-party service providers. No use of the Platform creates any agency, partnership, joint venture, employment, or contractual relationship between the Platform and any Customer, Restaurant, or Driver. The Platform is strictly a technology facilitator. All orders, deliveries, and products are the responsibility of the Restaurant and/or independent Drivers. The Platform assumes no operational, legal, or financial liability. 

Nothing in these Terms shall be construed to limit or exclude any rights you may have under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation; such rights remain solely enforceable against the Restaurant, not the Platform.

Platform Disclaimer & Limitation of Liability:

The Platform (Virtuous Restaurants Ltd) provides only technology services to facilitate online ordering, payment processing, delivery coordination, and communication between Customers and the Restaurant. The Platform does not sell, prepare, store, package, or deliver any products, and is not responsible for product quality, allergens, dietary compliance, order fulfillment, delivery, refunds, or customer satisfaction. All orders are contracts exclusively between the Customer and the Restaurant. The Platform is not liable for any technical, network, or third-party service failures, including payment processor errors, declines, delays, or interruptions. The Platform is not responsible for the actions, omissions, or conduct of independent drivers, Restaurants, or any third-party service providers. Customers assume all risk related to orders, deliveries, products, and use of the Platform. To the fullest extent permitted by law, the Platform disclaims all warranties, and limits its liability to the minimum allowed under applicable law, excluding all indirect, consequential, incidental, or reputational damages. By using the Platform, Customers acknowledge and accept that these allocations of risk and responsibility are legally binding and that all claims, disputes, or losses must be directed solely to the Restaurant or applicable third parties.

Role of the Platform (Technology Intermediary):
The Platform (Virtuous Restaurants Ltd) provides a digital marketplace and related technology services that enable Customers to discover Restaurants, place orders, transmit payment instructions, and facilitate communications and delivery coordination.

The Platform does not act as the seller, supplier, manufacturer, or distributor of any food or beverage, does not determine menu content or pricing, and does not prepare, cook, store, package, or deliver Products. Operational control, regulatory compliance, food safety, allergen management, order fulfilment, and delivery remain the sole responsibility of the Restaurant and, where applicable, independent delivery providers.

A legally binding contract for the supply of Products is formed solely between the Customer and the Restaurant at the point the Restaurant accepts the order. The Platform is not a party to that contract and does not assume responsibility for performance of the Restaurant’s obligations under it.

Where the Platform provides supporting services (including payment facilitation, order transmission, customer support, or delivery coordination), such services are provided strictly in a facilitative capacity and do not create, transfer, or imply any legal responsibility for the Products, their delivery, or the Restaurant’s compliance with applicable law.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.

Nothing in these Terms, including any assistance, communication, facilitation, or support provided by the Platform, shall be construed as the Platform assuming responsibility for, guaranteeing, or undertaking any obligation of the Restaurant, Driver, or third-party service provider. Any support provided by the Platform is administrative and facilitative only and does not create a duty of care, agency relationship, or assumption of liability.

Customers acknowledge that they do not rely on the Platform for the quality, safety, suitability, delivery, or compliance of any Products or services and that any decision to place an order is made in reliance on the Restaurant alone.

Where the Platform facilitates payment, it does so strictly as a limited payment transmission intermediary acting on behalf of the Restaurant. The Platform does not receive payment as principal, does not hold customer funds on trust, and does not control refund decisions.

Any Accountability Policy or support procedures published by the Platform are provided for transparency only and do not create contractual obligations, guarantees, or enforceable rights. In the event of any inconsistency between such policies and these Terms, these Terms shall prevail.

The Platform does not set delivery routes, assign drivers, control delivery timing, supervise food preparation, or verify regulatory compliance of Restaurants. Any perception of control arising from the use of Platform tools shall not be interpreted as operational control.

1. Agreement Overview

These Terms form a legally binding agreement between you (“Customer”, “you”) and Vangi Harrow (“Restaurant”, “we”, “us”) governing your use of this website, including placing orders for collection or delivery (the “Site”).

By accessing or using the Site, you confirm that:

You are legally capable of entering into a contract; and

You agree to be bound by these Terms and all documents incorporated by reference.

If you do not agree, do not use the Site.

2. Nature of Service & Contractual Relationship

All orders placed through this Site are made directly with the Restaurant.

The Restaurant is solely responsible for:

Menu content, pricing, preparation, quality, safety, and hygiene;

Allergen, ingredient, and nutritional information;

Order fulfillment (collection or delivery);

Customer service, complaints, refunds, and resolutions.

The Restaurant is fully responsible for ensuring that all food products comply with UK food safety and hygiene standards.

The Restaurant operates in compliance with all relevant food safety and hygiene laws, including but not limited to the UK Food Safety Act 1990. The Restaurant is responsible for ensuring all food products meet required health and safety standards.

The Site is solely a technology platform for online ordering, payment, and communication.

No partnership, agency, joint venture, or employment relationship is created between the Customer and any technology provider (“platform”) supporting the Site.

If the product you receive is faulty, not as described, or of unsatisfactory quality, you are entitled to a refund or replacement. This applies under the Consumer Rights Act 2015. Any such disputes should be raised directly with the Restaurant.

If you have a dispute regarding your order, we encourage you to first contact the Restaurant directly for a resolution. In cases where a satisfactory resolution cannot be reached, customers may seek resolution through alternative dispute resolution (ADR) or the Online Dispute Resolution (ODR) platform, as provided by the UK government.

3. Changes to Terms

We may update these Terms from time to time.

Changes take effect when posted on the Site and do not apply retrospectively to orders already accepted.

Continued use of the Site constitutes acceptance.

4. Privacy & Data Use

Personal data is processed according to our Privacy Policy. You confirm your information is accurate and consent to its use for order fulfillment and payment.

The Platform facilitates payment via third-party processors. The Platform does not control, operate, or guarantee the availability, performance, or terms of any payment method. Customers must direct all payment-related inquiries, disputes, or issues to the Restaurant.

5. Rules of Conduct

You must not use the Site to:

Post or transmit unlawful, abusive, defamatory, misleading, obscene, or infringing material;

Upload viruses, malware, or harmful code;

Attempt to hack, scrape, reverse engineer, or interfere with the Site;

Harvest user data or misuse the Site for unauthorised commercial purposes;

Infringe intellectual property rights;

Restrict or interfere with other users’ access.

The Restaurant reserves the right to suspend or terminate access for any breach.

6. Products, Menus & Allergens

All food and beverage listings are provided by the Restaurant.

Menu descriptions, prices, images, and availability may change at any time.

Images are illustrative only; portion sizes and weights are approximate.

The Restaurant provides allergen and dietary information and strives to keep it accurate and up-to-date. However, due to menu changes or human error, completeness and accuracy cannot be guaranteed.

While the Restaurant provides allergen and dietary information and strives to keep it accurate and up-to-date, completeness and accuracy cannot be guaranteed. Customers with allergies, intolerances, or specific dietary requirements must confirm directly with the Restaurant before placing an order.

Customers with dietary restrictions or specific nutritional requirements must confirm directly with the Restaurant before placing an order.

Customers with allergies or dietary requirements must contact the Restaurant directly before ordering.

No guarantee is given that any item is allergen-free or suitable for specific diets.

7. Orders, Payments & Transactions

Placing an order constitutes an offer to purchase.

Orders are sent directly to the Restaurant for immediate preparation.

Orders cannot be cancelled once placed.

If your order is missed or cancelled by the Restaurant, a refund will be issued to your original payment method. Refunds are typically processed within three (3) business days.

Payment details are processed securely via Stripe; you confirm you are authorised to use the payment method provided.

Prices may differ between online and in-store purchases.

Refunds are subject to the Restaurant’s policies.

If there is an issue with your order, please contact the Restaurant directly. The Platform will assist in facilitating the refund process but is not responsible for the refund decision.

If the product you receive is faulty, not as described, or unsatisfactory, you are entitled to a full refund or a replacement under the Consumer Rights Act 2015. Please contact the Restaurant within 30 days of receiving the order. If the issue remains unresolved, the customer can escalate the matter to the Platform or use third-party dispute resolution mechanisms.

Any administrative fees, or charges related to orders are the sole responsibility of the Restaurant. The Platform acts only as a technology facilitator and is not liable for any such charges or customer complaints. All inquiries or disputes regarding payments or admin fees must be directed to the Restaurant.

All administrative fees, surcharges, or additional costs associated with orders are the sole responsibility of the Restaurant. The Platform is not liable for any such fees, charges, disputes, or customer complaints and acts only as a technology facilitator. Customers must direct all inquiries, disputes, or complaints regarding any fees or charges to the Restaurant.

The Platform provides only technology services to facilitate ordering, payment processing, and communication. The Platform shall not be responsible or liable for any such fees, charges, refunds, disputes, or customer complaints. Customers must direct all inquiries, claims, or disputes regarding any payment, administrative charge, or order-related cost exclusively to the Restaurant.

8. Delivery, Independent Drivers & Platform Liability

8.1 Independent Drivers

Orders may be delivered by independent third-party drivers (“Drivers”).

Drivers are independent contractors, not employees of the Restaurant or Platform.

Neither the Restaurant nor Platform supervises, controls, or guarantees the actions, conduct, or delivery practices of Drivers. Availability of Drivers for delivery is not guaranteed and may be limited due to operational or external factors.

The Platform may engage Drivers as independent subcontractors to facilitate delivery. The Platform does not control or supervise the Drivers’ methods, conduct, or performance, and cannot be held responsible for any act, omission, accident, error, delay, or conduct of a Driver, including damage, loss, or theft of Products. All claims regarding delivery or driver conduct must be directed to the Restaurant or the Driver.

Although drivers are independent contractors, the Platform will work with the Restaurant to resolve issues relating to delivery delays or driver conduct. Customers can report any delivery issues directly to the Restaurant or through the Platform.

8.2 Contractual Relationship

Your contract for the purchase of Products is exclusively with the Restaurant.

The Platform only provides technology to facilitate ordering, payment, and communication.

The Platform is not a seller, distributor, or provider of Products.

8.3 Limitation of Liability – Platform

The Platform shall have no responsibility or liability for:

Any act, omission, accident, or error of the Driver, including vehicle collisions, theft, loss, or damage to Products;

Preparation, packaging, quality, safety, or condition of any Products;

Delays, errors, or omissions in delivery;

Any Customer dissatisfaction with Products or delivery service.

The Platform acts solely as a technology facilitator and does not sell, prepare, store, package, or deliver Products. The Platform is not responsible for Product quality, safety, completeness, or suitability. 

All claims relating to delivery or Product quality must be directed solely to the Restaurant or the Driver.

8.4 Risk of Loss and Title

Risk of loss and title for all Products pass to the Customer upon delivery to the designated address and confirmation via delivery PIN provided to the independent Driver.

Customers assume all risk of loss, damage, or injury once Products leave the Restaurant premises.

While the Platform provides delivery confirmation technology, it does not guarantee the accuracy or reliability of the PIN system. All risk of loss, damage, or delivery issues remains with the Restaurant and the Customer.

8.5 Delivery Confirmation & Inspection

Delivery is deemed complete when the Customer receives the Products and enters the delivery PIN provided by the Driver or Platform.

Customers must inspect Products, packaging, and all items in the presence of the Driver before entering the PIN.

By entering the PIN, the Customer confirms that all items are present and in acceptable condition.

Any discrepancies or missing items must be reported immediately to the Restaurant while the Driver is present.

8.6 No Claims After PIN Confirmation

If the inspection occurs away from the Driver, the order is considered fully delivered and complete.

No claims will be accepted against the Restaurant or Platform after PIN confirmation, except as required by law.

8.7 Platform Role

The Platform only provides the digital interface and payment system.

It does not assume responsibility for food preparation, delivery, product handling, or Driver behavior.

Use of the Platform is at the Customer’s own risk regarding delivery performance.

9. Refunds & Change of Mind

Food is prepared immediately; change-of-mind refunds are not available, in compliance with UK Consumer Contracts Regulations for perishable goods.

Refunds are at the sole discretion of the Restaurant.

Customers have the right to cancel orders under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013, provided the goods are not perishable, have not been dispatched, or are not in preparation.

10. Security

Be solely responsible for all activity conducted through your account or device;

Notify the Restaurant immediately of any unauthorised access, use, or security breach.

Fraudulent activities, including but not limited to chargebacks, unauthorised promotions, or attempts to exploit the order process, are prohibited and may result in legal action.

11. Intellectual Property

All Site content is protected by intellectual property laws.

You may not copy, modify, distribute, or commercially exploit any part of the Site without permission.

12. Third-Party Services

The Site may use third-party services to facilitate payments or other features (e.g., Stripe).

Use of any third-party service is subject to the service provider’s terms and policies, and the Platform does not assume responsibility for their actions, performance, or availability.

You acknowledge that the Platform only facilitates access to such services and does not operate, manage, or control them.

13. Disclaimer of Warranties

To the fullest extent permitted by law, the Site and services are provided “as is” without warranties of any kind.

The Platform does not guarantee continuous availability, functionality, or error-free operation of the Site. The Platform is not responsible for lost orders, failed transactions, or other issues arising from technical problems.

We do not guarantee uninterrupted or error-free operation.

14. Limitation of Liability

To the maximum extent permitted by law:

The Platform (Virtuous Restaurants Ltd) shall not be liable for any indirect, incidental, consequential, or reputational losses arising from the use of the Site, placing orders, deliveries, Products, or third-party services. The Platform’s total liability for any direct losses shall be limited to the minimum amount required by applicable law. Nothing in these Terms excludes liability that cannot be excluded under UK law.

Liability is limited to amounts paid for the specific order;

Nothing excludes liability that cannot be excluded under UK law.

Where the Platform may have any liability for loss, damage, or delay, such liability is limited to what is reasonable in all circumstances and shall not exceed the amount paid for the relevant order.

15. Indemnity

You agree to indemnify the Restaurant against claims arising from misuse of the Site or breach of these Terms.

You agree to indemnify, defend, and hold harmless the Platform (Virtuous Restaurants Ltd), its affiliates, officers, directors, employees, agents, and subcontractors from and against any claims, liabilities, losses, damages, costs, or expenses (including reasonable legal fees) arising out of or in connection with your use of the Platform, violation of these Terms, misuse of the Site, or any interaction with the Restaurant, Drivers, or third-party services.

Except where liability cannot lawfully be excluded or limited (including death or personal injury caused by negligence), the Platform shall not be liable for any losses, damages, or claims arising from use of the Platform, order processing, or delivery coordination.

This indemnity does not apply in cases of negligence, gross negligence, or intentional misconduct by the Platform, Restaurant, or third-party service providers.

The Platform acts solely as a technology service provider and does not engage in the preparation, quality control, or delivery of food items. In cases of dissatisfaction with food or service, please direct your claims or complaints to the Restaurant directly. However, we are committed to assisting customers in resolving issues where possible.

16. Termination

Access may be suspended or terminated at any time for breach or misuse.

17. Governing Law

These Terms are governed by the laws of England and Wales.

Courts of England and Wales have exclusive jurisdiction.

18. Contact & Complaints

Order-related issues: contact the Restaurant directly by telephone at the top of this page or write a letter to the address at the top of this page.

Technology-related queries: resolutions@virtuousrestaurants.com

19. Miscellaneous

No partnership or agency is created.

If any provision is unenforceable, the remainder remains valid.

These Terms constitute the entire agreement.

The Platform acts solely as a technology facilitator and does not sell, prepare, store, package, or deliver Products. The Platform shall not be liable for any losses, claims, or damages arising from:

Payment Processing or Technical Issues – any errors, declines, failures, or delays caused by third-party payment processors, networks, or the Site’s technology. All payment-related disputes must be directed to the Restaurant.

Force Majeure / Events Outside Control – events beyond reasonable control, including but not limited to natural disasters, severe weather, strikes, civil disturbances, governmental actions, system or network failures, or other circumstances preventing order fulfillment or delivery.

To the fullest extent permitted by law, and consistent with the Platform’s role as a technology facilitator, the Platform is not liable for acts or omissions of Drivers over which it exercises no supervision or control, including any loss, damage, or delay in delivery. Customers acknowledge that this allocation of risk is reasonable and proportionate given the Platform’s limited role.

Product Quality or Allergens – completeness, accuracy, suitability, or safety of any menu items, including allergen or dietary information provided by the Restaurant. Customers must confirm directly with the Restaurant before ordering.

Indirect, Incidental, or Reputational Loss – any indirect, consequential, or reputational damages, including loss of business, goodwill, or brand, arising from orders, delivery, Products, or customer complaints.

By using the Site, you acknowledge and accept that all risk relating to orders, deliveries, and Products rests with the Restaurant and, once delivered, with the Customer.

The Platform provides only technology services to facilitate online ordering, payment, and communication, and does not sell, prepare, deliver, or store Products. The Platform is not responsible for any failure, error, or delay in the delivery confirmation PIN system, or any delivery occurring outside the presence of the Customer, and will use reasonable efforts to support order tracking but assumes no liability for such events. The Platform is not liable for any technical, network, or third-party payment processor issues, including but not limited to declines, errors, or delays, and customers must direct all payment disputes or inquiries to the Restaurant. Force majeure events, including natural disasters, strikes, civil disturbances, governmental actions, or system failures beyond reasonable control, relieve the Platform of any liability. By placing an order, customers confirm they have read, understood, and accepted these Terms, acknowledge the allocation of risk and responsibility to the Restaurant and themselves, and agree that UK law governs all aspects of these Terms regardless of their location.

Drivers, Risk & Regulatory Responsibility - The Platform may, at its discretion, engage Drivers as independent contractors to facilitate delivery. Drivers are independent parties, and the Platform does not supervise, control, or guarantee their actions, performance, or conduct beyond the terms of their engagement as independent contractors. The Platform is not responsible for the preparation, quality, safety, storage, packaging, or delivery of any Products. All risk of theft, loss, damage, delay, or other issues arising during delivery rests with the Customer and the Driver. Customers must inspect Products upon delivery and report any discrepancies to the Restaurant immediately. The Platform is not responsible for the legal, regulatory, or licensing compliance of Restaurants. All obligations related to product safety, dietary compliance, or regulatory requirements remain with the Restaurant. Any disputes, claims, or compliance issues relating to Products or Restaurant operations must be addressed directly with the Restaurant.

The Platform acts solely as a technology service provider to enable Customers to place orders with Restaurants and, where applicable, engage independent Drivers. The Platform does not operate, manage, or control the operations, conduct, or methods of any Restaurant or Driver and exercises no supervision or direction over any aspect of order preparation, handling, or delivery.

Delivery and Third-Party Service Failures: The Platform does not employ or control the actions of independent delivery drivers or third-party service providers. Any disputes or claims arising from delivery, driver conduct, delivery times, or third-party service failures must be directed to the relevant third party (i.e., the Restaurant or the Delivery Driver). The Platform will not be held responsible for any acts, omissions, or failures related to third-party services or drivers.

Customer and Restaurant Disputes: The Platform is a technology provider only. Any disputes, claims, or damages arising from the quality, safety, or legality of the products or services provided by the Restaurant or related to the Customer's experience (including dissatisfaction with food, service, or delivery) must be resolved directly between the Customer and the Restaurant. The Platform is not responsible for the content, quality, or performance of the products and services offered through the Site, nor is it liable for any claims arising from such.

Indemnity by Users: By using the Platform, you agree to indemnify, defend, and hold harmless the Platform, its affiliates, officers, directors, employees, agents, and subcontractors from and against any claims, liabilities, losses, damages, costs, or expenses (including reasonable legal fees) arising from any act or omission related to your use of the Site, including but not limited to third-party claims, disputes with the Restaurant, delivery issues, and violations of any applicable law.

To the fullest extent permitted by law, and consistent with its role as a technology facilitator, the Platform shall not be liable for acts or omissions of Drivers over which it exercises no supervision or control, except to the extent liability cannot be excluded by law. Customers acknowledge that this allocation of risk is reasonable and proportionate.

By using this system to make an order, Customers acknowledge that the Platform acts only as a technology facilitator and that all operational, delivery, and product risks, including those associated with Drivers engaged as independent contractors, are borne by the Customer or the relevant contractual party (Restaurant or Driver). The Platform disclaims any liability for indirect, incidental, or consequential losses arising from delivery or product issues to the maximum extent permitted by law.

Platform Disclaimer & Limitation of Liability:

The Platform (Virtuous Restaurants Ltd) provides technology services to facilitate online ordering, payment processing, delivery coordination, and communication between Customers and the Restaurant. The Platform does not sell, prepare, store, package, or deliver any products. It is not responsible for the quality of products, allergens, dietary compliance, order fulfillment, delivery, refunds, or customer satisfaction. All orders are made exclusively between the Customer and the Restaurant, and the Platform is not liable for any aspect of the products or services provided by the Restaurant.

The Platform is also not liable for any technical issues, network failures, or third-party service errors, including payment processor issues, declines, delays, or interruptions. Furthermore, the Platform is not responsible for the actions, omissions, or conduct of independent drivers, Restaurants, or any third-party service providers.

By using the Platform, Customers acknowledge and accept the allocation of risk and responsibility as set out in these Terms. Any claims, disputes, or losses must be directed solely to the Restaurant or applicable third parties.

For more details regarding the Platform's accountability, policies, and liability limits, please review the following:

Virtuous Restaurants Ltd Technology Provider Policy

Virtuous Restaurants Ltd Terms and Conditions

Virtuous Restaurants Ltd Privacy Policy

To the fullest extent permitted by law, the Platform disclaims all warranties, and limits its liability to the minimum allowed under applicable law, excluding all indirect, consequential, incidental, or reputational damages.

Indemnity by Users:

By using the Platform, you agree to indemnify, defend, and hold harmless Virtuous Restaurants Ltd, its affiliates, officers, directors, employees, agents, and subcontractors from and against any claims, liabilities, losses, damages, costs, or expenses (including reasonable legal fees) arising from your use of the Site, including but not limited to third-party claims, disputes with the Restaurant, delivery issues, and violations of any applicable law.

In addition, Customers must comply with the Platform's own policies, including:

Virtuous Restaurants Ltd Technology Provider Policy

Virtuous Restaurants Ltd Terms and Conditions

Virtuous Restaurants Ltd Privacy Policy

Nothing in these Terms and Conditions shall affect your statutory rights as a consumer under UK law.

Final Disclaimer and Limitation of Liability:

To the fullest extent permitted by applicable law, Virtuous Restaurants Ltd (the "Platform") shall have no responsibility or liability for any loss, damage, injury, or expense arising from the following:

Nature of the Contract: The contract for the purchase of food and beverages, including all associated services, is exclusively between the Customer and the Restaurant. The Platform is a technology provider and is not a party to the contract. By using the Platform, the Customer acknowledges that the Restaurant is solely responsible for all aspects of the order, including product quality, preparation, safety, delivery, refunds, and customer service.

Delivery Failures: The Platform does not guarantee the timeliness, accuracy, or quality of the delivery services provided by third-party drivers or delivery contractors. The Platform does not control or manage the delivery process, nor is it responsible for any failure, delay, or mistake in the delivery. Any delivery-related issues must be directed to the Restaurant or the independent Driver.

Product Quality and Safety: The Platform does not oversee or control any aspect of food preparation, storage, allergen compliance, or product safety. The Restaurant is solely responsible for the quality, safety, and compliance of the food products. Customers are advised to contact the Restaurant directly for concerns regarding food quality, allergens, or product safety.

Technical Failures and Payment Issues: The Platform makes no warranty, express or implied, regarding the uninterrupted or error-free operation of its website or services, including payment processing, order placement, or communication systems. The Platform is not responsible for any failure or disruption in payment systems, network interruptions, or technical issues that may affect the ability to place, process, or fulfill orders. Customers should direct any payment-related issues or disputes to the Restaurant.

If you experience any technical issues with the platform, please contact us at resolutions@virtuousrestaurants.com or use the live chat feature on the Site (www.virtuousrestaurants.com). Our support team is available during business hours to resolve your issue.

Force Majeure: The Platform shall not be liable for any failure or delay in the performance of its obligations under these Terms due to events beyond its reasonable control, including but not limited to acts of God, natural disasters, fires, floods, pandemics, labor strikes, civil unrest, governmental actions, or any other event that prevents the Platform from fulfilling its duties.

No Liability for Acts of Third Parties: The Platform shall not be held responsible or liable for any act, omission, error, or conduct of any third-party service provider, including independent drivers, payment processors, or the Restaurant. All claims or disputes related to the conduct of third parties must be directed to the applicable third party (i.e., the Restaurant or the Driver).

Consumer Rights: Nothing in these Terms shall affect the statutory rights of consumers under applicable consumer protection laws in the United Kingdom. Customers retain their rights to seek redress for defective products, unsafe services, or breaches of contract in accordance with UK law. However, the Platform's liability in such cases is strictly limited to the scope outlined in these Terms.

Payment Disputes and Resolution:

By using the Platform to place an order, you expressly agree to indemnify, defend, and hold harmless Virtuous Restaurants Ltd, its officers, directors, employees, agents, and affiliates from any and all claims, liabilities, losses, damages, and expenses arising from your use of the services provided through the Platform, including disputes with the Restaurant or third-party service providers.

These Terms and Conditions constitute the entire agreement between you (the Customer) and the Restaurant regarding the use of the Platform. The Platform is not a party to any contract between the Customer and the Restaurant. If any provision is found to be unenforceable, the remainder of the agreement shall remain valid and enforceable to the fullest extent permitted by law. The Platform reserves the right to amend, update, or modify these Terms at any time, and such changes will be effective upon posting on the Platform's website. Continued use of the Platform after any modifications constitutes your acceptance of those changes.

In the event of a payment dispute between the Customer and the Restaurant, the Platform (Virtuous Restaurants Ltd) will adhere to its Accountability Policy, which can be found at virtuousrestaurants.com/accountability.

The Platform will facilitate communication between the Customer and the Restaurant where necessary, but all disputes regarding payment transactions, refunds, or order-related charges are primarily the responsibility of the Restaurant. The Platform is not directly involved in resolving payment disputes, except as outlined in the Accountability Policy.

By using this platform, you agree to follow the dispute resolution process outlined in the Accountability Policy for any payment-related issues. The Platform will not be liable for payment disputes but will assist in directing users to the appropriate steps as per the policy.

Contact & Complaints:

Dispute Resolution Process:

In the event of any disputes, claims, or concerns related to the use of the Platform's technology, including but not limited to issues with payment processing, order submission, or technical failures, customers should first attempt to resolve the issue directly with the Platform by contacting resolutions@virtuousrestaurants.com as provided in the Contact & Complaints section of these Terms.

If a satisfactory resolution is not reached, the Platform will assist in facilitating the dispute resolution process in accordance with its Accountability Policy. Customers may also pursue resolution through Alternative Dispute Resolution (ADR) or the Online Dispute Resolution (ODR) platform, as provided by the UK government, for disputes where applicable.

Please note that disputes involving the quality, safety, or delivery of food, or any other issue specifically related to the Restaurant, must be raised directly with the Restaurant in the first instance.

Platform's Role in Dispute Resolution & Liability:
In the event of any disputes or concerns arising from the Platform’s technology, including payment processing issues, order submission errors, technical failures, or delivery delays, the Platform (Virtuous Restaurants Ltd) will actively engage in resolving the matter. Customers should first attempt to resolve the issue by contacting the Platform directly at resolutions@virtuousrestaurants.com. If the issue is not satisfactorily resolved, the Platform will facilitate a structured dispute resolution process, including engaging with third-party payment processors, delivery services, or technical support teams as necessary to expedite resolution. The Platform will ensure transparency, fairness, and timeliness throughout the process and will take responsibility for addressing any failures in the technology or services it provides. The Platform will actively mediate between the Customer and Restaurant, ensuring that disputes regarding payment errors, service failures, or technical issues are resolved efficiently. For unresolved disputes, the Platform will also assist customers in pursuing alternative dispute resolution (ADR) or online dispute resolution (ODR) processes, as appropriate under UK law. The Platform is committed to upholding high standards of customer service, and any payment-related issues or technical failures will be handled directly by the Platform, in line with the applicable terms.

Platform's Role in Dispute Resolution & Customer Support

- Refunds and Payment Disputes

If you are entitled to a refund as authorised by the Restaurant and have not received it within a reasonable timeframe, the Platform (Virtuous Restaurants Ltd) will investigate the issue promptly. The Platform will contact the Restaurant on your behalf and work to ensure the refund is processed as quickly as possible. If payment issues remain unresolved, the Platform may escalate the matter to the appropriate parties, such as payment processors, to facilitate a resolution. You may also seek further resolution through Alternative Dispute Resolution (ADR) or Online Dispute Resolution (ODR)platforms, as applicable under UK law.

- Food Quality and Product-Related Disputes

If you experience issues related to the quality, safety, or correctness of the food ordered, the Platform will act as an advocate by gathering evidence (e.g., photos, descriptions, and details of the issue) and forwarding it to the Restaurant for review. The Platform will mediate communication between you and the Restaurant to ensure that the complaint is addressed in a timely manner. If the Restaurant fails to resolve the issue, the Platform will facilitate next steps, including but not limited to referring you to ADR or ODR, or escalating the matter to senior management at the Restaurant.

- Independent Delivery Drivers

The Platform does not employ or control the actions of independent delivery drivers. If you encounter any issues with delivery, such as delays, errors, or driver conduct, the Platform will assist in facilitating communication between you and the driver or the Restaurant. While the Platform does not assume responsibility for delivery, it will do its best to mediate unresolved issues by escalating them to the relevant party. All claims related to delivery services must be directed to the Restaurant or the independent driver.

- Restaurant Responsiveness and Communication

If the Restaurant does not respond to a customer complaint or request for resolution within a reasonable timeframe, the Platform will follow up with the Restaurant to ensure that a response is provided promptly. If the Restaurant remains unresponsive, the Platform will relay any available information or updates from the Restaurant and will assist you in exploring further steps, including facilitating the escalation to alternative dispute resolution mechanisms. The Platform is committed to ensuring that all complaints are addressed fairly, timely, and efficiently.

- Platform’s Role as a Technology Facilitator

The Platform serves exclusively as a technology provider, facilitating online ordering, payment processing, and communication between customers and the Restaurant. The Platform is not directly responsible for food preparation, quality, allergens, or delivery. However, the Platform will provide the necessary support to resolve issues by acting as a mediator and facilitator, ensuring both the customer and Restaurant have the opportunity to address and resolve disputes promptly and fairly.

- No Guarantee of Resolution

While the Platform will make reasonable efforts to facilitate resolution, it cannot guarantee that the Restaurant will agree to or fulfill the customer’s request, or resolve disputes in the customer’s favor. The ultimate responsibility for product quality, food preparation, allergens, and delivery lies with the Restaurant, and customers should direct complaints or claims related to these matters directly to the Restaurant. The Platform will, however, assist where possible to ensure fair communication and potential resolution.

- Escalation to Dispute Resolution

If a satisfactory resolution cannot be reached between the customer and the Restaurant, the Platform will assist in facilitating escalation of the issue to Alternative Dispute Resolution (ADR) or Online Dispute Resolution (ODR)platforms, as required by UK law. The Platform will provide the necessary support to ensure that the dispute resolution process is conducted fairly and efficiently, helping you explore all available avenues for resolution.

- Platform's Commitment to Transparency

The Platform is committed to providing clear and transparent communication throughout the resolution process. Customers will be informed of the steps being taken to resolve their issue and will be kept updated on the progress. The Platform will strive to ensure that all parties are kept informed and that disputes are resolved in a timely, efficient, and fair manner. Transparency is key to maintaining trust and ensuring that the process is as smooth as possible for all involved parties.