Terms & Conditions

Healthy & Fresh, Guaranteed

At Wok2go, we are here to share our love of authentic Chinese and Oriental dishes with you by cooking fresh, healthy, nutritious great tasting food in a clean, friendly and convenient local environment.

Please scroll down for our full terms and conditions.

1. To Make an Order

Application of Terms and Conditions.

Please read these terms and conditions carefully before placing your order as they apply to all orders you place either in shop, by telephone, through our Order website or via the Wok2go App.

By placing an order, you confirm you have read and understood these terms and conditions and agreed to be bound by them. If you do not accept these terms and conditions, you should not place an order.

You may only order if you are at least 16 years old. By ordering you are declaring you are at least 16 years old and legally capable of entering into this contract.

To submit a Collection Order or a Delivery Order via the Order Website or Wok2go’s App you must first sign-in to your Account and then follow the procedure set out on the Order Website or Wok2go’s App to submit your Order. You should check all the information that you enter and correct any errors before submitting your Order, as once your Order is submitted, we will begin processing it immediately and you may not be able to correct any errors.

Your Order constitutes an offer to us. We will confirm our acceptance of your Order by sending you an email confirming the information you included in your Order (the ‘Confirmation Email‘ ). These Terms and the Order will become legally binding on you and us when we send you the Confirmation Email and each Order shall incorporate these Terms and shall be a new and separate contract between you and us.

  1. Collection

Your collection time will be set out during the Order process. We are unable to accept orders for collection 20 mins before the stated closing time of the store.

If you do not collect your Order within (45) minutes of your collection time or before the stated store closing time your Products will be disposed of and you will NOT receive a refund.

  1. Delivery

When you submit a Delivery Order your Delivery Time Window will be set out during the Order process. We are unable to accept orders for delivery less than 20 minutes before the stated last Delivery Time Window.

If your Delivery order is not within our delivery area or is placed outside of our stated Delivery Service times you will be offered a Collection Order during the Order process subject to the stated store’s opening hours.

We strive to deliver food within the quoted delivery time window but please note that all delivery times are estimates and deliveries may vary from this estimate.

If, during delivery of an Order, you or your authorized representative as specified in your Order fail to take delivery of the Products within five (5) minutes of our delivery driver’s arrival :

  1. The delivery shall be aborted and you will NOT receive a refund for your Order.
  2. If you request the Order to be delivered a second (2nd) time the store will take a second (2nd) delivery charge before the Order is redelivered.                                   

Please note that refunds will NOT be given for delivery of food outside the estimated Delivery Time Window

  1. Payment

The prices for the Products and for delivery and service are set out on the Order Website and Wok2go’s App and are inclusive of VAT.

If your payment is not authorised, your Order will not be sent through to the store or fulfilled.

  1. Changed Your Mind

Your Order Confirmation is a record of our agreement to prepare and cook the products ordered either for collection or delivery and to be paid for in accordance with these Terms.

Please note that you do not have a right to cancel any contract for Products under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013

You may request that your Order is cancelled or changed after it has been submitted but this will only be possible if you contact the store by telephone up to forty-five (45) minutes before the Collection time or Delivery Time Window of the Order.

Once the store has started the preparation and cooking of the Products on your Order any cancellation will be charged in full.

Cancellations made within the forty-five (45) minutes of the start of the Collection Time or Delivery Time Window will be charged in full.

Any change of your Order from a Collection to a Delivery Order will be at the store’s discretion and if the store is unable to supply a delivery service for your Collection Order your original Collection Order will be charged in full.

Request for a change of store location for your Order either for Collection or Delivery will require you to telephone the store where your Order was originally submitted. If your cancellation by telephone is made up to forty-five (45) minutes before the Collection Time or Delivery Time Window on your Order any refund will be at the discretion of the store where your Order was originally submitted.

No refund will be permissible if the attempt to cancel is made after the products on your Order have been prepared and cooked.

Where you are eligible for a refund the process for refunds will begin within ten (10) working days.

  1. Quality Policy

In the unlikely event that you are not satisfied with the quality of your dish please refer to the terms and conditions of our policy below.

The Quality Policy only applies to a dish you order and purchase directly from a Wok2go store, that is not of satisfactory quality and excludes any issues regarding the delivery time.

Quality Policy terms and conditions.

You must call the Wok2go branch directly where your meal was ordered.

The claim must be made on the same day as your order was made and within 30 minutes of delivery or collection.                                                                                           

No more than 30% of the dish may have been eaten and the rest must be unaffected. You must show proof of purchase.

Refunds can only be claimed with the return of at least 70% of each dish requiring a refund. The dish must be returned to the store from where your Order was submitted.

Collected or delivered dishes subject to claims will be required to be returned to the store within 48 hours.

Any refund amounts agreed with the store will typically be reimbursed using the same method used by you to pay for your purchase.

Your statutory rights remain unaffected.

We reserve the right to refuse any claim under this policy if these terms and conditions are not met.

Where you are eligible for a refund the process for refunds will begin within ten (10) working days.

For any queries, please contact your local store:

macclesfield@wok2go.co.uk
stocktonheath@wok2go.co.uk
worsley@wok2go.co.uk