Refund Policy

Once you have submitted your Order and your payment has been authorised, you will not be entitled to change or cancel your Order, nor will you be entitled to a refund (please refer to paragraph 4.4 for details of the process relating to rejected Orders). If you wish to change or cancel your Order, you may contact us as described in paragraph 6.3, however, there is no guarantee that we will agree to your requests as we may have already started processing your Order.


1.1. Service: We provide a way for you to place orders (“Orders”) of food (“Products”) to be delivered or collected from our restaurants (the “Service”).


2.1. Website access: Most areas of the Website are accessible to everyone. Some areas of the Website require you to register your details with us and/or create an account.

2.2. Acceptance of terms: By accessing any part of the Website, you confirm that you accept these Website Terms. If you do not accept these Website Terms, you should leave the Website immediately.

2.3. Revision of terms: We may revise these Website Terms at any time. To keep up to date with the Website Terms you should check the Website regularly. You will be subject to the policies and terms and conditions in force at the time that you place an Order through us.


3.1. Capacity and age: By placing an Order through the Website, you warrant that You are legally capable of entering into binding contracts; and You are at least 18 years old.


4.1. Creating your Order: Once you have selected the Products you wish to order from the menu and provided the other required information, you will be given the opportunity to submit your Order. It is important that you check all the information that you enter and correct any errors before submitting your order to us, as once you do so we will begin processing your Order and we may be unable to correct any errors.

4.2. Changing or cancelling your Order: Once you have submitted your Order and your payment has been authorised, you will not be entitled to change or cancel your Order, nor will you be entitled to a refund (please refer to paragraph 4.4 for details of the process relating to rejected Orders). If you wish to change or cancel your Order, you may contact us as described in paragraph 6.3, however, there is no guarantee that we will agree to your requests as we may have already started processing your Order.

4.3. Payment authorisation: Where any payment you make is not authorised, your Order will not be processed.

4.4. Processing your Order and rejections: On receipt of your Order, we will begin processing it and you will be notified on screen that your Order has been accepted and is being processed. We reserve the right to reject Orders at any time due to being too busy, due to weather conditions, or for any other reason.

4.5. Delivery times: Estimated times for deliveries should be treated only as estimates. We do not guarantee that Orders will be delivered or will be available for collection within the estimated times.


5.1. Payment methods: Payment for Orders must be made by an accepted credit or debit card through the Website or in cash at the point of delivery to you.

5.2. Card payments: If you pay by credit or debit card, you may be required to show the card to us at the time of delivery as proof of identification and so that they can check that the card conforms with the receipt data for the Order. Please note that from time to time there may be delays with the processing of card payments and transactions; this may result in payments taking up to sixty (60) days to be deducted from your bank account or charged to your credit or debit card.

5.3. VAT and delivery costs: Prices will be as quoted on the Website. These prices include VAT but may exclude delivery costs (if you opt for delivery instead of collection) and any online payment fees we impose (if you pay for your Order online). These will be added to the total amount due where applicable.

5.4. Incorrect pricing: This Website contains a large number of menus and it is possible that some of the menus may include incorrect prices. If the correct price for an Order is higher than the price stated on the Website, we will normally contact you before the relevant Order is dispatched. In such an event, we are not under any obligation to ensure that the Order is provided to you at the incorrect lower price or to compensate you in respect of incorrect pricing.

5.5. Rejected Orders: Because of standard banking procedures, once you have submitted an Order that you are paying for by credit or debit card and your payment has been authorized, your bank or card issuer will “ring-fence” the full amount of your Order. If your Order is subsequently rejected by us (as described in paragraph 4.4 above) or cancelled for any other reason, your bank or card issuer will not transfer the funds for the Order to us, and will instead release the relevant amount back into your available balance. However, this may take between 3 to 5 working days (or longer, depending on your bank or card issuer). You acknowledge and agree that we are not 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.


6.1. General: Customer care is extremely important to us. We will therefore try to assist you where possible if you have any problems with your Order. You can contact us by calling the telephone number shown on the Website.

6.2. Questions about your Order: If your Order is taking longer than expected or you have any other problems with your Order, you can contact us as described above.

6.3. Changing or cancelling your Order: If you wish to change or cancel your Order after it has been submitted and payment has been authorized, you may contact us as described above. However, there is no guarantee that we will agree to your requests as we may have already started processing your Order.


7.1. Terms of permitted use: You are permitted to use the Website and print and download extracts from the Website for your own personal non-commercial use on the following basis:

7.1.1. You must not misuse the Website (including by hacking or “scraping”).

7.1.2. Unless otherwise stated, the copyright and other intellectual property rights in the Website and in material published on it (including without limitation photographs and graphical images) are owned by us. These works are protected by copyright laws and treaties around the world and all rights are reserved. For the purposes of these Website Terms, any use of extracts from the Website other than in accordance with paragraph 7.1 is prohibited.

7.1.3. You must ensure that our status as the author of the material on the Website is always acknowledged.

7.2. Limitation on use: Except as stated in paragraph 7.1, the 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.

7.3. Reservation of rights: Any rights not expressly granted in these Website Terms are reserved.


8.1. Website availability: While we try to ensure the Website is normally available while the restaurant is open, 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.

8.2. Suspension of access: Access to the Website may be suspended temporarily at any time and without notice.

8.3. 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.


9.1. Third party websites: Links to third party websites on the Website are provided solely for your convenience. If you use these links, you leave the Website. We have not reviewed and do not control any of these third party websites (and are not responsible for these websites or their content or availability). We do not endorse or make any representation about these websites, their content, or the results from using such websites or content. If you decide to access any of the third party websites linked to the Website, you do so entirely at your own risk.

9.2. Linking permission: You may link to the Website’s homepage (, provided that:

9.2.1. You do so in a fair and legal way which does not damage or take advantage of our reputation;

9.2.2. You do not establish a link from a website that is not owned by you or in a way that suggests a form of association with or endorsement by us where none exists;

9.2.3. We have the right to withdraw linking permission at any time and for any reason.


10.1. Website information: While we try to ensure that information on the Website is correct, we do not promise it is accurate or complete. We may make changes to the material on the Website, or to the Service, Products and prices described on it, at any time without notice. The material on the Website may be out of date, and we make no commitment to update that material.

10.2. Allergy, dietary and other menu information: We try to accurately copy the item names, descriptions, prices, special offer information, heat and allergenic warnings and other information from the suppliers and recipes that are available to us at our best knowledge in time of publishing. However, we cannot guarantee those information are accurate and up-to-date, and we do not undertake any such responsibility. 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.

10.3 Image and product descriptions disclaimer: All images and product descriptions are for illustrative purposes only and are indicative only. We operate a policy of continuous product development and individual features such as recipes, ingredients and finishing may vary between individual dishes and orders. Images and product descriptions in our website are correct at the time of publishing, but may be subject to change, as necessary and without notice, on daily basis in our kitchens. Consequently images and product descriptions should be treated as general guidance only and cannot be relied on as accurately describing any of the specific matters prescribed by any Order. Nor do any images or product descriptions constitute a contract or part of a contract.


11.1. General: Nothing in these Website Terms excludes or limits our liability for death or personal injury arising from our negligence, our liability for fraudulent misrepresentation, or any other liability which cannot be excluded or limited under applicable law. Nothing in these Website Terms affects your statutory rights.

11.2. Limitation of liability: Subject to clauses 10 and 11.1, our total liability to you in respect of all other losses arising under or in connection with the Service or the Website, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the value of your Order or £100, whichever is lower.

11.3. Additional costs: You assume full and sole responsibility for any additional or associated costs that you may incur in connection with or as a result of your use of the Website, including without limitation costs relating to the servicing, repair or adaptation of any equipment, software or data that you may own, lease, license or otherwise use.


12.1. General: ShanShui Cottage is committed to respecting and protecting the privacy of visitors to our website as well as the privacy of our customers. For visitors, we’ve structured our website so that, in general, you can visit us on the web without identifying yourself or revealing any personal information. For customers, once you choose to provide us with personally identifiable information (any information which would allow you to be identified as a specific individual and/or company), you can be assured that it will only be used for the purpose of enabling and sustaining a customer relationship with you. We abide by the rules laid-out in the 1998 Data Protection Act.

12.2. Visitors to Our Website, What Information We Collect: When you visit our website, our web server collects basic user information about you that includes your ISP’s domain or IP address, the time you accessed our website and the pages of our website that you visit. We may also use cookies, which are small pieces of information that a website can store in a designated file on your computer. Cookies allow a web application to respond to you as an individual. The ordering system uses cookies to remember any items placed in your basket.

By gathering and remembering information about your preferences, the web application can tailor its operation to your needs, likes, and dislikes. Our web server is not able to determine your email address or aggregate information on what other pages on the Internet you have accessed or visited without submitting this information to us directly via registering or placing an order.

12.3. Visitors to Our Website, How We Use the Information: The basic user information collected is used to help us analyse web traffic and to improve the content of our website. Cookies may be used to facilitate customer interaction with us. For example, we may use a cookie to store information about your user account which allows you to be directed to appropriate pages. We may from time to time disclose to third parties aggregate information on our website’s traffic profile. For example, Internet advertising companies may require this data to help us better target our advertisements on our website(s) and/or other websites.

12.4. Customers, What Information We Collect: When you use our online ordering system, you provide us with contact information and payment information (if required). Contact information typically includes your address, email address and telephone number. Payment information may include your credit card number. We hold information related to your account status and any orders you have made on the website.

12.5. Customers, How We Use the Information: We will not disclose customer personal and account information without permission from the customer unless we have reason to believe that disclosing such information is necessary to identify, make contact with, or bring legal action against someone who may be causing harm or interfering with the rights or property of ShanShui Cottage, our customers, or others, or where ShanShui Cottage has a good reason to believe that the law requires such disclosure.

ShanShui Cottage also will not, except for reasons stated below, disclose to third parties the contents of any electronic mail or other electronic communications that ShanShui Cottage stores or transmits to or from its customers. The circumstances under which ShanShui Cottage will disclose such electronic client communications are when:

  • It is necessary in order to provide service to the client;
  • It is necessary to protect the legitimate interests of ShanShui Cottage and its clients;
  • It is required to cooperate with interception orders, warrants, or other legal process that ShanShui Cottage determines in its sole discretion to be valid and enforceable; and
  • It is necessary to provide to a law enforcement agency when the contents are inadvertently obtained by ShanShui Cottage and appear to pertain to the commission of a crime.

ShanShui Cottage disclaims any intention to censor, edit, or engage in ongoing review or surveillance of communications stored on or transmitted through its services by clients or others. ShanShui Cottage will, however, review, delete, or block access to communications that may harm ShanShui Cottage, its customers or third parties. The grounds on which ShanShui Cottage may take such action include, but are not limited to, actual or potential violations of ShanShui Cottage’s Terms and Conditions.

Customers may opt out of receiving certain correspondence from ShanShui Cottage by sending a request directly via email.


13.1 General conditions: Vouchers and promotion codes cannot be extended, are non-refundable and non-transferable. No offer can be used in conjunction with any other offer or promotion unless otherwise stated. All Offer Vouchers must be used in full. No change or voucher for unused differences can be issued. All offers and promotions are valid till end of the month issued unless otherwise stated. Any offers or vouchers will be applied only once every month for the same customer or the same delivery address.

13.2 Usage requirements: When making an order or pre-order online in our website or by phone, the voucher number or promotion code must be quoted explicitly before the payment processing. Customer’s name, address, emails address & phone number must be provided to validate offer.

13.3 Exclusions: All promotions excludes Friday and Saturday, Christmas day, New Year’s Eve, New Year’s Day, Valentine’s Day and any other Special Occasion or event unless otherwise stated. All promotions might have limited delivery time unless otherwise stated. Set menu, products on sale are not included unless otherwise stated. The offer relates to the food element of the bill only. Side and Drinks are not included unless otherwise stated.

13.4 Management decision: Offers can be removed by the management at any time without prior notice.  The management reserve the right to refuse the order or refuse to apply the offer without justifications. The Managements decision is final.

Please refer to the individual offer for any additional Terms and Conditions.