Terms & Conditions

AI WOK TERMS AND CONDITIONS

IMPORTANT LEGAL NOTICE

This page sets out the terms and conditions (“Website Terms”) on which we, aiwok.co.uk (“we” or Ai Wok), provide our services through our website: http://www.aiwok.co.uk and Mobile application through which you access our website or services (together, “Website”). Please read these Website Terms carefully as your purchase of any products offered through the Mobile application is subject to these Website Terms. By ordering products via the Mobile application (whether now or in the future), you agree to be bound by these Website Terms. Use of the Website is also subject to these Website Terms. We reserve the right to change these Website Terms. These Website Terms are only in the English language.

Use of your personal information submitted via the Website is governed by our Privacy Policy. Please note that references to “Website” in these Website Terms include any current or future version of our website http://www.aiwok.co.uk and Ai Wok mobile application through which you access our website or services, in each case whether accessed through any current or future platform or device (including any mobile website, mobile application for accessing our website or services that may be developed from time to time).

By accessing any part of the Website, you indicate that you accept these Website Terms. If you do not accept these Website Terms, you should leave the Website immediately. You will not be able to order any products through the Website or Mobile application.

1. INTRODUCTION AND OUR ROLE

1.1. Company details: Sky Wok Ltd is a company registered in England and Wales with registered company number 07528060, whose registered office is at Ai Wok, 24 Kyle View, Nottingham, NG5 9EL.

2. SERVICE:

We provide online food products (“Orders”) for products (“Products”) for delivery or collection from premise us (Ai Wok) displayed on the Website and via mobile application (the“Service”).

2.1. These Terms and Conditions apply to the Website https://www.aiwok.co.uk and Mobile application (the Site”). Please read this statement carefully. Do not use this site if you do not wish to be bound by these Terms and Conditions. By accessing any part of the Website, you indicate that you accept these Website Terms. In these Terms and Conditions (“conditions”) the following words and expressions have the following meanings:

  • The customer, you, your: means you, the customer, who buys the products from Sky Wok Ltd trading name “Ai Wok”
  • Company, our and we: means Sky Wok Ltd and Ai Wok
  • Products: means the products supplied by Ai Wok to the customer
  • Website, site: means the Website https://www.aiwok.co.uk

3. YOUR STATUS

Capacity and age: By placing an Order through the Mobile application, you warrant that:

3.1. You are legally capable of entering into binding contracts; and

3.2. You are at least 18 years old.

4. SERVICE ACCESS AND PRODUCT

4.1. Website and mobile app availability: While we try to ensure the Website is normally available twenty four (24) hours a day, we do not undertake any obligation to do so, and we will not be liable to you if the Website is unavailable at any time or for any period.

4.2. Suspension of access: Access to the Website and/or mobile app may be suspended temporarily at any time and without notice.

4.3. Information security: The transmission of information via the internet is not completely secure. Although we take the steps required by law to protect your information, we cannot guarantee the security of your data transmitted to the Website; any transmission is at your own risk.

4.4. Product: Any goods displayed or provided on this site are done so on an “if available” basis. The price of the products will be as quoted on the site.

4.5. Product ingredients, allergy, dietary and other menu information: Ai Wok is responsible for providing “Menu Information” (item names, descriptions, prices, special offer information, allergenic warnings and other information from the menu to our website and ensuring that it is factually accurate and up-to-date. If you are in doubt about allergy warnings, contents of a dish or any other Menu Information, you should confirm with us directly before ordering. It is customers responsibility in informing us of any dietary requirements or allergies that they may have.

 4.6. COMMUNICATION

When using the Website or ordering Products via the Mobile application, you accept that communication with Ai Wok will be mainly electronic with support of telecommunication. Ai Wok will contact you by email or telephone provided or by posting notices on the Website. You agree to this electronic means of communication and you acknowledge that all information and other communications that we provide to you comply with any legal requirement. This condition does not affect your statutory rights.

4.7. COPYRIGHT

Ai Wok owns the copyright in all materials on this site, which may not be used, downloaded, copied, reproduced, republished, posted, broadcast or transmitted. You agree not to adapt, alter or create any derivative work from any material on this site, or to restrict or inhibit the use or enjoyment of this site by anyone else. It is not permitted to create any link to or from this web site without our prior written consent. This Website may not be used, and no part of the Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service, without our prior written permission. You are not allowed to use any of the materials on the Website or the Website itself for commercial purposes without obtaining permission from us to do so.

6. ORDER AND ACCEPTANCE

These Terms and Conditions apply to all Mobile application orders for the supply of products by Ai Wok to the customer. All orders for the products shall be deemed to be an offer by the customer to purchase the products in accordance with these Terms and Conditions. The acceptance of orders for the products shall be at the entire discretion of Ai Wok. Our acceptance of an order occurs when you receive an on-screen message confirming your order has been placed with Ai Wok, we may decline your order if we are too busy or for any other reason.

On receipt of your Order, we will notify you by email or via Mobile App that your Order has been received and is being processed. Please note that any confirmation page that you may see on the Mobile App and any Order confirmation e-mail that you may receive merely indicate that your Order has been received and is being processed by us, and does not necessarily mean that your Order has been accepted by us until we call you to confirm your order.

Ai Wok will endear to communicate all accepted and rejected orders promptly, and we will notify you (generally by telephone) as soon as reasonably practicable if we reject your Order or call you to confirm acceptance of your order. We, however, can not guarantee that we will accept all Orders, and we have the discretion to reject Orders at any time if we are too busy, or for any other reason.

6.1. Making an Order: Once you have selected the Products you wish to order from our menu through the Mobile Application and provided the other required information, you will be given the opportunity to submit your order by clicking or selecting the “proceed”, “place my order” or similar button. It is important that you check all the information that you enter are correct before clicking or selecting this button; once you do so we will start processing your Order and errors can not be corrected.

6.2. Amending or canceling your Order: Once you have submitted your order through the Mobile App and your payment has been authorized, you will not be entitled to cancel your Order, nor will you be entitled to a refund online. If you wish to change or cancel your Order, you must call us directly within 20 minutes of ordering. For changes to your order or cancellations, it is crucial to contact us within this 20 minutes time-frame. For changing or canceling your order please call T: 0115 9770039. As once your order has been fully processed and cooked, we will not be able to issue any cancellation or refund.

6.3. Rejected Orders: Due to standard banking procedures, where an Order that you are paying for by credit or debit card and your payment has not been authorized, or your Order is subsequently rejected by us or canceled for any other reason, your bank or card issuer will not transfer the funds for the Order to us.

6.4. Collection Times: We aim to provide the best food collection service possible. You will be provided with the earliest possible estimated collection time when ordering, then subsequent collection times after that. It is the responsibility of the customer to ensure that they are available to collect the products at the requested time. Please note that collection times may be longer during busy periods, if we are not able to meet the collection time requested, we will notify you of a realistic time. Please note that collection times provided by us are only estimated times.

6.5. Delivery Times: We aim to provide best food delivery service possible. Ai Wok aim to get all delivery orders out within 50 minutes from the time of ordering. You will be provided with the earliest possible delivery time when ordering. However, please note that during busy hours delivery times may sometimes be longer, Ai Wok will therefore notify you of a realistic time. Delivery times provided by us are only estimated times. We can not guarantee delivery times arising from unknown delays, vehicle breakdown or any other reason.

7. PRICE AND PAYMENT

7.1. Prices will be as quoted on the Website. These prices exclude delivery costs (if you opt for delivery instead of collection) and any online payment administration charge imposed by Ai Wok (if you pay for your Order via Mobile application). These will be added to the total amount due where applicable.

7.2. Online credit card payments are secure. You must be the owner of the card you are using. On submitting your order details, you are making an offer to us to purchase the product(s) you have specified via the Mobile application.

7.3 Incorrect pricing: It is possible that some prices on our website may be incorrect. We are under no obligation to ensure to compensate you in respect of incorrect pricing.

7.4 Payment methods: Payment for Orders must be made either by cash or an accepted credit or debit card through the Mobile application at the point of delivery to you or collection from the takeaway.

7.5. Payment authorization: Where any payment you make is not authorized, your Order will not be processed or communicated to us.

7.6 Card payments: From time to time there may be delays with the processing of card payments and transactions; this may result in payments taking up to (14) days to be deducted from your bank account or charged to your credit or debit card. This is due to standard banking procedures, your bank or card issuer will take the full amount off the Order in your account for between 3 to 5 working days (or longer, depending on your bank or card issuer), and this amount will therefore be unavailable in your account for that period. You acknowledge and agree that Ai Wok will not be responsible or liable to you in relation to this delay by your bank or card issuer in the release of funds back into your account.

7.7. Refunds and Cancellation: We reserve the right to refuse your order should it be necessary. In the event of Ai Wok needing to issue a refund back to your credit or debit card, the processing time is usually within 7-10 working days. All Orders placed through Mobile application can only be canceled within 20 minutes of the Order being placed. We can only accept cancellations made via telephone no. T: 0115 9770039. All refunds issued will be refunded back to the original method of payment. Once a food order has been successfully processed and cooked, it will not be possible to cancel the order.

8. CUSTOMER CARE

8.1. General: Customer care is extremely important to us. If your Order is taking longer than expected or you have any other problems with your Order, you can contact Ai Wok and one of our Customer Care Advisers will attempt to follow up on your query.

8.2. Changing or canceling your Order: If you wish to change or cancel your Order after it has been submitted and payment has been authorized, you may contact our Customer Care team and they will attempt to cancel your order through ordering system. However, there is no guarantee if we could cancel your order, as we may have already started processing your order.

8.3. Complaints or feedback: In the event that you are dissatisfied with the quality of any Products or the service, please contact us on the same day that you have ordered to communicate your experience.

8.4. Compensation: If you are dissatisfied with the quality of any Products or the service provided by us and wish to seek a credit or refund, you should contact us directly to lodge your complaint on the same day that you have ordered. If you are unable to contact us by 10.30pm on the same day that you have ordered, your complaint may be refused. Our Customer Care no. T:0115 9770039. Please call one of our Customer Care Advisers who will attempt to request compensation on your behalf.

9. OFFERS, PROMOTIONS AND DISCOUNTS

In-shop offers, promotions and discounts cannot be used in conjunction with the website or Mobile App offers. From time to time we may offer special offers on food purchases made via the Website or Mobile Application that do not apply in-store. Online offers are only redeemable online via the Website or through Mobile Application. Ai Wok reserve the right to alter or end offers, promotions or discounts at any time.

10. LIMITATION OF LIABILITY

To the fullest extent permitted by law, Ai Wok including it’s service provider (‘TheAppOffice’) who provides the website and mobile app, excludes all liability arising out of its supply of the products and in particular shall not be responsible for any loss or damage, arising directly or indirectly out of or in connection with delay beyond the estimated time of collection or delivery; any circumstances over which Ai Wok had no control of the consequences and which Ai Wok could not avoid by the exercise of reasonable care, or any indirect or unforeseeable loss suffered or incurred by the customer or others in any event, Ai Wok’s liability to the customer will not exceed the total price charged for the relevant items, nothing in these conditions shall affect the statutory rights of the customer. Ai Wok accepts no responsibility or liability in respect of the material on any website which is not controlled by Ai Wok. Ai Wok has taken every care in the preparation in the content of this site. Ai Wok and it’s service provider ‘TheAppOffice’ disclaims all warranties, express or implied, to the fullest extent permitted by law, as to the accuracy of all information contained herein these exclusions of liability shall not apply to any damages arising from death or personal injury caused by the fraud or negligence of Ai Wok.

We cannot guarantee that this website and/or mobile app will be compatible with all customers’ computers and mobile devices.  Ai Wok and it’s service provider (‘TheAppOffice’) take no responsibility when any customer or visitors access our website and mobile app, all visitors who access our website and/or mobile app do so at their own risk and we will not be held liable for any loss, damage, virus, malware to any device or equipment the customer uses to access our product(s) and service(s).

11. GOVERNING LAW AND JURISDICTION

Sales on this Website are governed by and construed in accordance with English law and you agree to submit any dispute to the exclusive jurisdiction of the English courts. All orders are subject to these Terms and Conditions and no amendments will be accepted by us. These Terms and Conditions do not affect your legal rights. These Terms and Conditions only cover the Website. Any other Websites to which you link from this site may be governed by their own Terms and Conditions. We accept no responsibility or liability for the content of Websites which are not under our control. We are required by law to tell you that sales can only be concluded in English and that we do not file copies of customer contracts: Sky Wok Ltd, Ai Wok, 24 Kyle View, Nottingham, Nottinghamshire, NG5 9EL, Tel: 0115 9770039.