PRIVACY POLICY

Website Terms and Conditions

Last updated: 30 June 2026

Terms and conditions

These Website Terms and Conditions apply when you use this website, create an account, place an order, make an online payment, or use any of the services, products, technologies or functionality made available through this website.

The website and online ordering service may be provided by OOGO Digital LTD, trading as OOGO, on behalf of the takeaway, restaurant or food business shown on this website.

We reserve the right to change these Website Terms from time to time by changing them on this page. The version published on the website at the time you place your order will apply to that order.

By ticking the relevant checkbox, placing an order, creating an account or using this website, you confirm that you accept these Website Terms. If you disagree with these Website Terms, please do not register for or use this website.

We advise you to print or save a copy of these Website Terms for future reference. These Website Terms are currently only available in English.

Our role

The takeaway shown on the website is the seller and supplier of the food and drink ordered by the customer. The contract for the supply of food and drink is between the customer and the takeaway.

OOGO provides the online ordering platform, website technology and payment facilitation services. OOGO is not responsible for preparing, cooking, packing or delivering the food order, but may assist with order records, payment processing, payment queries, refunds, chargebacks, fraud checks and dispute handling.

Any issue relating to food quality, missing items, delivery time, allergens, substitutions or fulfilment should be raised with the takeaway first. If the issue relates to an online card payment or refund that cannot be resolved directly with the takeaway, the customer may contact OOGO using the refund or contact page on this website.

Order acceptance

When you place an order through the website, the order is sent to the takeaway for acceptance and fulfilment. The takeaway is responsible for confirming, preparing and supplying the order.

An order may be rejected or cancelled if the takeaway is closed, unable to fulfil the order, unable to deliver to the requested address, has run out of items, identifies an error in the order, or is otherwise unable to supply the order.

Delivery policy

Once an order has been received and accepted by the takeaway, the takeaway aims to deliver the order to the stated delivery address within the estimated delivery timeframe shown on the website or provided by the takeaway.

Where no specific delivery estimate is shown, the takeaway will usually aim to deliver within approximately one hour and fifteen minutes from order acceptance. Delivery times are estimates only and may be affected by order volume, traffic, weather, staffing, distance, food preparation time or events outside the takeaway’s control.

The order will be delivered to the delivery address provided by the customer. The customer is responsible for ensuring that the delivery address, contact telephone number and order details are correct before submitting the order.

Collection orders

Where collection is offered, the customer is responsible for collecting the order from the takeaway at the time stated or estimated by the takeaway. Collection times are estimates only.

Allergens and food information

The takeaway is responsible for food preparation, ingredients, allergen information, menu descriptions and food labelling.

If you have a food allergy, intolerance or specific dietary requirement, you must contact the takeaway directly before placing the order and again when collecting or receiving the order, where necessary. Menu information on the website may not always include full allergen or ingredient information.

OOGO is not responsible for the accuracy of allergen, ingredient or dietary information supplied by the takeaway.

Online payments

Online card payments are processed securely by our payment service providers, which may include Ryft, First Data, Clover and/or Fiserv, depending on the takeaway, payment method and payment setup in use.

Where payment is processed through Ryft, OOGO may act as the payment platform/master merchant for the transaction. Your bank or card statement may show the payment as “RP-OOGO [takeaway name]”, “OOGO [takeaway name]”, or similar wording, rather than only the takeaway’s trading name.

Where payment is processed through First Data, Clover and/or Fiserv, your bank or card statement may show the takeaway name, OOGO, a payment reference, or another descriptor depending on the payment setup used.

The takeaway remains responsible for preparing, supplying and delivering the food order. OOGO provides the online ordering and payment facilitation service and may assist with payment queries, refunds, fraud checks, chargebacks and dispute handling.

By making an online payment, you authorise the relevant payment service provider, acquiring bank, card issuer and card scheme to process the payment and related transaction data.

We do not store full credit or debit card numbers after completion of the payment transaction. Card details may be handled directly by the relevant payment service provider and may be tokenised so that payments, refunds, fraud checks, disputes and chargebacks can be processed securely.

Cancellations and refunds

Once an online order has been accepted by the takeaway and preparation has started, the customer will not normally be able to cancel the order.

If the takeaway is unable to fulfil the order, or if there is a confirmed payment, fulfilment or order issue, a refund may be issued to the original payment method used for the order.

If you believe a refund is due, you should first contact the takeaway directly by phone or by using the contact details shown on the website. This is usually the quickest way to resolve the issue.

If you are unable to resolve the matter directly with the takeaway, you may use the refund page or contact form on the website. You should provide:

- The name and address of the takeaway
- The date the order was placed
- The amount paid
- The order reference number shown on the order email
- Your name
- Your contact telephone number
- A clear explanation of the issue

We will review the information provided and may contact the takeaway, payment service provider or acquiring bank as part of the investigation. Where a refund is agreed, the refund will normally be returned to the original card or payment method used for the order.

Refunds may take several working days to appear in your account depending on your card issuer, bank, payment service provider and card scheme processing times. We aim to process agreed refunds within 14 days of receiving the relevant information, although the final time for the funds to show in your account may depend on your bank or card issuer.

Returns

Due to the nature of freshly prepared food and drink, returns are not normally accepted.

If you believe food is unfit for consumption, incorrect, damaged, contaminated or otherwise defective, you should contact the takeaway directly as soon as possible. The takeaway may ask you to return the product in its original container with a reasonable amount of the product remaining so that the issue can be inspected.

Any refund, replacement or other resolution for food quality issues will be handled by the takeaway, subject to your statutory rights. Where the original payment was made online by card, any agreed refund should normally be returned to the original payment method rather than paid in cash.

Chargebacks and payment disputes

If you raise a chargeback or payment dispute with your card issuer or bank, we, the takeaway, the payment service provider, the acquiring bank and/or relevant card scheme may use your order information, payment information, delivery information and communications to investigate and respond to the dispute.

We may share relevant transaction and order information with Ryft, First Data, Clover, Fiserv, acquiring banks, issuing banks, card schemes and payment networks where necessary for fraud prevention, dispute handling, chargeback handling, refund processing and legal or regulatory compliance.

Complaints

We are not responsible for the food preparation, delivery service or customer service provided directly by the takeaway. Problems relating to the food order should normally be handled directly with the takeaway first.

If your complaint relates to the website, online payment, refund handling or a technical issue with the online ordering service, you may contact OOGO using the contact form or refund page on the website.

Customer responsibilities

You are responsible for ensuring that all information you provide is accurate, including your name, delivery address, billing address, email address, telephone number, order details and payment information.

You must not misuse the website, submit fraudulent orders, attempt unauthorised access, interfere with website security, or use the website for unlawful purposes.

Our Privacy Policy explains how personal information is collected, used, stored and shared when you use the website, place an order, create an account, make an online payment, request a refund, raise a complaint or contact us.

By using this website, you confirm that you have read and understood the Privacy Policy.

The website may use cookies and similar technologies to operate the website, keep you logged in, remember preferences, monitor website traffic, analyse usage, improve performance, personalise content and support security.

Some cookies are necessary for the website to function correctly. Other cookies, such as analytics or marketing cookies, may require your consent depending on the cookie type and the law that applies.

Website information

The information on this website may occasionally be incomplete, inaccurate or out of date. Menu items, prices, opening times, delivery areas, delivery times and availability may change without notice.

We do not guarantee that the website will always be available, uninterrupted, error-free or fully up to date.

Governing law and jurisdiction

These Website Terms shall be governed by and construed in accordance with English law. You can bring legal proceedings in respect of these Website Terms in the English courts.

As a consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Website Terms affects your rights as a consumer to rely on such mandatory provisions.