Terms of service
Welcome to The Thornbury Deli's online ordering platform. By accessing or using our website to place an order, you agree to be bound by the following Terms of Service. Please read them carefully before ordering.
1. About Us
The Thornbury Deli is a local independent food business offering freshly prepared breakfasts, lunches, and catering platters for collection. Our operating hours are Monday to Friday, 7:00am – 2:00pm, excluding public holidays.
2. Ordering & Payment
All orders placed via our website must be paid in full at the time of ordering using the available online payment methods.
Orders must be placed by 1:00pm for collection the following business day.
Orders received after 1:00pm will be processed for collection the next available business day (typically the day after tomorrow).
Once your order is placed, you will receive an order confirmation email. Please retain this for reference.
3. Collection Times
Collections take place from our store during business hours. Standard collection slots are:
Breakfast items: 7:45am – 9:45am
Lunch items: 11:00am – 2:00pm
If you require collection outside of these standard times, please call or email us in advance to check availability and arrange a suitable time.
4. Order Changes & Cancellations
We understand that plans can change. If you need to make changes or cancel your order, please contact us by phone or email no later than 1:00pm on the day before collection.
We reserve the right to refuse changes or cancellations made after this time, particularly for items already prepared.
5. Food Allergies & Dietary Requirements
Please notify us of any food allergies or dietary requirements at the time of ordering using the notes field provided or by contacting us directly.
While we take great care to accommodate allergies, our kitchen handles a range of allergens and we cannot guarantee the complete absence of cross-contamination.
6. Product Availability
All items are subject to availability. In the rare event that an item is unavailable, we will contact you as soon as possible to offer an alternative or refund.
7. Refund Policy
If there is an issue with your order, please contact us on the day of collection so we can resolve it promptly.
Refunds may be issued at our discretion in cases where we are unable to fulfil your order or where goods are unsatisfactory.
8. Customer Responsibilities
It is your responsibility to ensure you collect your order within the agreed collection window.
Uncollected orders may not be refundable, particularly if they contain perishable items.
Please inspect your order upon collection and inform us immediately if anything is missing or incorrect.
9. Website Use
This website and its contents are owned by The Thornbury Deli. All text, graphics, and images are protected by copyright.
You agree not to misuse the website or interfere with its functionality.
10. Limitation of Liability
We shall not be liable for any indirect, incidental, or consequential damages resulting from the use of our website or failure to collect your order.
Our liability for any direct loss arising out of any issue with your order shall not exceed the amount paid by you for that order.
11. Governing Law
These Terms of Service are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the English courts.
12. Contact Us
If you have any questions about these Terms of Service, or if you need assistance with an order, please contact us.