Terms & Conditions

1. About These Terms

These Terms & Conditions apply to your use of the Island Ember website and any orders placed through our online ordering service.

By using our website or submitting an order, you agree to these terms. If you do not agree with any part of them, please do not continue with an online purchase.

These terms should be read alongside our Privacy Policy, Cookie Policy and any relevant delivery, collection or refund information displayed on the website.

2. Using Our Website

You agree to use our website responsibly and provide accurate information when browsing, placing an order or contacting us.

You should not:

• Use the website in a way that may disrupt its operation or affect other visitors.
• Submit false, misleading or incomplete order details.
• Attempt to access restricted website areas without permission.
• Use the website for unlawful purposes or activities that may cause harm.

We may temporarily restrict access to certain website features where maintenance, technical issues or security concerns make this necessary.

3. Menu Information and Food Descriptions

We aim to ensure that our online menu, food descriptions and product images provide a helpful and accurate representation of the dishes available.

Food images are intended as a visual guide. The appearance, presentation and natural variations of a prepared dish may differ slightly from the photographs shown on the website.

Ingredients, portion sizes, side dishes and preparation details are described as accurately as possible. Please read the individual product information carefully, particularly where a dish includes optional additions or separately priced sides.

Menu items may occasionally become unavailable due to ingredient availability or kitchen requirements. If an item becomes unavailable after an order is placed, we will contact you to discuss an appropriate alternative or refund for the affected item.

4. Prices and Payment

All prices displayed on our website are in pounds sterling (£), unless stated otherwise.

Prices and menu availability may change from time to time. The price shown when you submit your order will be the price used for that purchase, subject to any clearly displayed delivery charges or applicable adjustments.

Payment must be completed through the available payment options at checkout. An order is not considered fully submitted until the required payment process has been completed successfully.

Your payment may be processed by an external payment service provider. Payment confirmation is subject to the relevant provider’s processing and verification procedures.

Any applicable delivery charges will be displayed before you complete your order.

5. Placing and Confirming an Order

When placing an order, please review your selected dishes, quantities, options, contact details and fulfilment information before proceeding to payment.

After submitting your order, you should receive an order confirmation or acknowledgement through the available website or communication system.

An order acknowledgement confirms that we have received your order details. If we cannot fulfil an item or need to clarify an important detail, we may contact you using the information supplied at checkout.

Please check your order confirmation and contact us as soon as possible if you notice an error.

6. Food Preparation

Our dishes are prepared to order using the ingredients and preparation methods associated with the selected menu items.

Preparation times shown on the website are estimates rather than guaranteed completion times. During busy service periods, unexpected demand or operational circumstances, preparation may take longer.

We aim to keep customers informed if a significant delay affects their order.

Please follow any relevant storage, handling or reheating guidance provided with your food. Food should be consumed promptly and handled appropriately after collection or delivery.

7. Delivery Services

Delivery is available only to locations within our operating delivery area. Availability may depend on your postcode, distance and current service capacity.

You should provide a complete and accurate delivery address, including any relevant access details that may help the delivery process.

Delivery estimates are provided as a guide. Traffic, weather, high order volumes and other circumstances may affect arrival times.

If a delivery cannot be completed because the address is incorrect, access is unavailable or the recipient cannot be reached, we may contact you to arrange a practical solution.

Where a delivery issue is caused by an error on our part, we will review the circumstances and discuss an appropriate resolution.

8. Collection Orders

If you select collection at checkout, please follow the collection information provided with your order confirmation.

We aim to prepare your order as close as reasonably possible to the estimated collection time.

Please ensure that the person collecting the order can provide the relevant order details if requested.

If you expect to arrive later than the stated collection time, please contact us as soon as possible so we can advise whether the food can be held safely.

9. Allergens and Dietary Requirements

Food prepared in a working kitchen may contain or come into contact with ingredients that can cause allergic reactions or dietary concerns.

Although we aim to provide useful ingredient and allergen information, recipes, supplier ingredients and preparation arrangements may change.

If you have a food allergy, intolerance or specific dietary requirement, please contact us before placing your order. Do not assume that a dish is suitable based only on its name, photograph or general description.

We will provide information based on the ingredient and preparation details available to us. However, we cannot describe a dish as completely free from a particular allergen unless this has been verified through appropriate kitchen procedures.

If you have a serious food allergy, please discuss your requirements with us before ordering so we can explain what is suitable and whether we can safely accommodate your request.

10. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible and provide your order number.

We will consider requests based on the current preparation and fulfilment stage. Changes may not be possible once food has been prepared or the order has been dispatched.

Where an order has not yet entered preparation, we will make reasonable efforts to accommodate a cancellation or amendment.

Your statutory rights, including any applicable rights relating to goods or services, are not affected by this section.

11. Refunds and Order Problems

If your order arrives with missing items, incorrect dishes, significant quality concerns or another fulfilment issue, please contact us promptly with your order number and a description of the problem.

Where helpful, we may ask for photographs or additional details so we can understand what happened.

Depending on the circumstances, an appropriate resolution may include a replacement, refund for the affected item or another agreed solution.

Approved refunds will normally be returned to the original payment method. The time taken for the funds to appear depends on the payment provider and your bank, and may take up to 5–10 working days after the refund has been processed.

Nothing in these terms removes any consumer rights that cannot legally be excluded.

12. Customer Responsibilities

To help us provide a smooth ordering experience, please:

• Provide accurate contact and delivery information.
• Check your order details before submitting payment.
• Tell us about relevant allergies or dietary requirements before ordering.
• Follow the collection or delivery instructions provided.
• Contact us promptly if there is a problem with your order.

We appreciate your cooperation and will make reasonable efforts to help resolve any genuine ordering or fulfilment concerns.

13. Website Availability and Accuracy

We aim to keep our website and online ordering service available and up to date. However, occasional maintenance, technical faults or interruptions may affect access.

We may update menu information, product descriptions, prices and website features when necessary.

If an obvious pricing or listing error occurs, we will take reasonable steps to clarify the issue before proceeding with the affected order. If payment has already been taken and the order cannot be fulfilled as agreed, we will discuss an appropriate refund or alternative.

14. Intellectual Property

The content on our website, including text, branding, graphics, photographs, design elements and other materials, is owned by or used with permission by the relevant rights holders.

You may browse and use the website for personal, non-commercial purposes. You should not copy, reproduce, distribute or commercially use website content without appropriate permission.

15. Liability and Consumer Rights

We take reasonable care when preparing and fulfilling orders and aim to provide the service described on our website.

Nothing in these terms excludes or limits liability where doing so would be unlawful. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and any other liability that cannot legally be excluded.

We are not responsible for losses that could not reasonably have been anticipated when an order was placed, or for issues caused by information supplied incorrectly by a customer, subject to your statutory rights.

If something goes wrong with an order, we encourage you to contact us first so we can understand the issue and try to put things right.

16. Privacy and Personal Information

When you browse our website, place an order or contact us, certain personal information may be collected and used to provide our services.

Information about what we collect, why we use it, how long it is retained and the rights available to you is explained in our Privacy Policy.

Our Cookie Policy also explains how cookies and similar technologies may be used on the website and how you can manage your preferences.

17. Changes to These Terms

We may update these Terms & Conditions when our menu, ordering arrangements, services or legal requirements change.

The latest version will be available on this page. Changes will apply from the time the updated terms are published, unless a different effective date is stated.

For an order already placed, the terms applicable at the time of purchase will normally continue to apply to that order, unless a change is required by law or agreed with you.

18. Governing Law

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

If you are a consumer, you may also benefit from any mandatory consumer protection rights available under the laws of the country where you live. Nothing in this section takes away rights that cannot legally be restricted.

19. Questions About These Terms

If you have any questions about these terms, your order or how our online ordering service works, please use the contact options provided on our Contact page.

When contacting us about an existing order, please include your order number so we can identify the purchase and assist you more efficiently.