Hot Pot Peterborough Terms & Conditions
1. General 1.1. Once an order is confirmed and cooked no cancellations are allowed.
1.2. Unless the order explicitly states otherwise DELIVERY CHARGES always apply.
1.3. DELIVERY CHARGES can be varied (UP or DOWN) from time to time without notice.
1.4. We will in exceptional cases deliver OUTSIDE OUR NORMAL RADIUS, but food may take a lot longer than usual given time to arrive and delivery charges will increase accordingly.
1.5. We reserve the right to DEMAND LEGAL PAYMENT for goods once delivered or in case of rejected or fraudulent card payments.
1.6. Promotional offers and Discounts are not valid through partners website such as Justeat,Hungry House etc. Hot Pot reserves the right to remove promotional offers without prior notice. Promotional offers can not be abused. All promotional offer will exclude Discounts & Coupons free gift items such as drinks etc. and subject to availability.
1.7. We strive to cook food to a high standard. In cases where you are less than satisfied we will re-deliver a fresh order as long as the faulty order is returned in its original condition (which must be paid for in full) subject to manager approval. The original foods must be returned. WE WILL NOT RE-COOK FOOD which is found to be of a reasonable standard thereby voiding your right to a fresh order.
1.8. Subject to the DELIVERY/REFUNDS terms, CUSTOMERS must strive to order WITHIN OPENING HOURS, as NO REFUND will be given for a CARD ORDER placed outside OPENING HOURS. As we Deliver a excellent service, we do not accept or tolerate any bad behavior or verbal abuse, due to busy hours, delivery time may be extended but we will try our best to deliver earlier, any verbal abuse or bad behavior will result to a BAN from ordering in our take away and will not serve ANY customer and it will be saved into our data base. We have zero tolerance against abusive and threatening behavior. Hot Pot Delivery / Refunds
1.9. FOOD WILL BE DELIVERED IN A REASONABLE TIME (usually 45 minutes). WE ASK CUSTOMERS TO APPRECIATE THIS WILL INCREASE AT BUSY TIMES, e.g 10 or 15 ORDERS COMING AT ONCE.
2.0. There will be NO REFUNDS for late delivery of food. Or food consumed more than 5% of the meal.. We ask customers to acknowledge whilst we aim to deliver food quickly it may arrive later than average on occasions. for refunds must meet clause 2.2.
2.1. PLEASE NOTE, Hot Pot reserves the right to refuse service to anyone without notice, WE WILL NOT ACCEPT ANY FORM OF ABUSE (verbal or otherwise) for late orders. Hot Pot is responsible for delivering food in a reasonable timescale. You can write to Hot Pot concerned at their postal address or email us. Please allow up to 14 days while we investigate your complaint and/or provide a satisfactory response. We may offer you a discount in your next order if we deem it to have arrived excessively late.
2.2. For food damaged "cold" or of "poor quality" on arrival Hot Pot will have to either re-place the food or give you a refund. For refunds/replace you must come to the takeaway and meet clause 2.0.
2.3. When ever you order, your phone number, Name and address will be saved into our database but will only come up on our screen when you call as we will confirm your name and address,We keep your details private & confidential, No third party or Staff will have any access to your information, only management will have access to your phone number/e-mail to send text messages/emails about promotions or offers, if you would like us to remove your details from our database, please give us a call and we will remove all your information from our database.
2.4. If a customer is intoxicated, has fallen asleep, does not answer mobile/telephone/door, (POOR MOBILE RECEPTION is not an excuse) provides insufficient or inaccurate address details etc, then total liability rests with the customer. In this instance the FOOD WILL BE DEEMED AS DELIVERED AND PAID FOR (IF USING CARD) AND NO REFUND WILL BE FORTHCOMING.
2.5. NO REFUND WILL BE GIVEN FOR ANY CARD ORDERS PLACED OUTSIDE OPENING HOURS. FROM TIME TO TIME WE MAY CLOSE BUSINESS EARLY. WE ASK CUSTOMERS TO RESPECT THIS AND NOT BECOME UPSET OR ABUSIVE.
IF ANY CARD PAYMENT MADE DURING OPENING HOURS,WE WILL OFFER TO REFUND THE MONEY TO SAME ACCOUNT DEBITED WITHIN 5-7 working days or in the form of a credit note to be used on your next order.
2.6. FRAUD PROCEDURE. FROM TIME TO TIME A TRANSACTION MAY BE CARRIED OUT BY AN UNAUTHORISED PERSON OR USING A STOLEN CARD. THESE TIMES ARE DISTRESSING FOR YOU, FOR US. WE WORK CLOSELY WITH YOU AND THE POLICE TO RESOLVE FRAUDULENT CASES SPEEDILY. WE DO HOWEVER ASK FOR YOUR COOPERATION AND TO FULLY COMPLY WITH OUR PROCEDURES, FAILURE TO DO SO WILL CAUSE UNNECESSARY DELAYS IN RESOLVING YOUR CASE AND MAY RENDER YOUR CLAIM VOID.
We will only use your email/mobile from time to time to send you information which we feel will benefit you.You may receive discounts/offers/promotions from Hot Pot.
2.7 FOOD ALLERGIES - Hot Pot makes effort to identify ingredients that may cause allergic reactions for those individuals with food allergies. Effort is made to instruct our staff on the severity of food allergies. Because of the number of meals served and the number of items used each day, along with food product changes from our food vendors, it cannot be guaranteed that every allergen in the food served will be identified. The possibility that manufacturers of the commercial foods we use could change the formulation at any time, without notice also exists. Customers concerned with food allergies must be aware of this risk. Hot Pot cannot assume any liability for adverse reactions to food consumed while eating at Hot Pot Takeaway.
Registered address: Hot Pot, 276 Lincoln Road , Peterborough - PE1 2ND