These Terms and Conditions (“Terms”) govern the sale and supply of food products by Golden Castle (“we”, “us”, “our”) to customers (“you”, “your”) via our website https://goldencastle.uk and our takeaway services.
1.2 Acceptance of Terms
By placing an order with us, you confirm that you:
Are at least 16 years of age
Have the legal capacity to enter into a contract
Agree to be bound by these Terms
Are ordering for consumption in the United Kingdom
1.3 Business Details
Business Name: Golden Castle
Registration: United Kingdom
Address: 46-50 High St, Tunbridge Wells TN1 1XF, UK
Email: info@goldencastle.uk
Phone: 07556397230
2. Products and Menu
2.1 Product Descriptions
We strive to ensure that images and descriptions of our food items are accurate. However, please note:
Images are for illustrative purposes only
Actual portions and presentation may vary
Colours may differ due to screen settings and natural ingredient variations
2.2 Allergen Information
IMPORTANT: We take food allergies seriously. Please be aware of the following:
Our kitchen handles all major allergens including: gluten, milk, eggs, fish, crustaceans, molluscs, soy, peanuts, tree nuts, celery, mustard, sesame, sulphur dioxide
Cross-contamination may occur despite our best efforts
Allergen information is provided for each menu item
It is your responsibility to inform us of any allergies when ordering
If you have a severe allergy, please contact us directly before ordering
2.3 Ingredient Substitutions
We reserve the right to substitute ingredients due to:
Seasonal availability
Supplier issues
Quality concerns
Any substitutions will be of similar quality and value. We will inform you of significant changes where possible.
2.4 Food Safety
All food is prepared in accordance with UK Food Safety regulations
Food is prepared fresh on the day of order
We maintain appropriate hygiene standards as required by law
Temperature controls are maintained during preparation and delivery
3. Orders
3.1 Placing an Order
To place an order:
Browse our menu and select items
Add items to your cart
Provide delivery/collection details
Review your order
Make payment
Receive order confirmation
3.2 Order Acceptance
All orders are subject to availability
We reserve the right to refuse or cancel any order
A contract is formed only when we send you an order confirmation email/SMS
If we cannot accept your order, we will inform you promptly and issue a full refund
3.3 Order Errors
If you notice an error in your order:
Contact us immediately at 07556397230 or info@goldencastle.uk
We will endeavour to correct errors where possible
Once preparation has begun, changes may not be possible
3.4 Minimum Order Value
A minimum order value of £[INSERT AMOUNT] may apply for delivery orders. This will be clearly displayed at checkout.
4. Pricing and Payment
4.1 Prices
All prices are displayed in Great British Pounds (GBP)
Promotional offers are subject to terms and conditions displayed at the time
4.2 Payment Methods
We accept the following payment methods:
Credit Cards (Visa, Mastercard, American Express)
Debit Cards
Digital Wallets (Apple Pay, Google Pay)
Other methods as displayed at checkout
4.3 Payment Security
All payments are processed through secure third-party payment gateways
We do not store full credit/debit card numbers
Payment processing complies with PCI-DSS standards
4.4 Pricing Errors
In the event of a pricing error:
We are not obligated to honour incorrect prices
We will notify you of the error before processing your order
You may choose to proceed at the correct price or cancel for a full refund
5. Delivery and Collection
5.1 Delivery Areas
We deliver to the following areas:
Tunbridge Wells and surrounding areas
Specific postcodes are validated at checkout
Delivery availability may vary based on demand and staffing
5.2 Delivery Times
Delivery times are estimates and not guaranteed
Typical delivery time: [INSERT TIME, e.g., 30-45 minutes]
Times may vary due to:
Traffic conditions
Weather conditions
Order volume
Unforeseen circumstances
5.3 Delivery Charges
Delivery fees are calculated based on your location
Fees are displayed at checkout before payment
Minimum order value may apply for delivery
5.4 Collection (Takeaway)
Collection times are provided at checkout
Please arrive within 10 minutes of your collection time
If you’re delayed, please contact us at 07556397230
We will hold orders for [INSERT TIME, e.g., 15 minutes] after collection time
5.5 Receiving Your Order
You must be available to receive your delivery
If you’re unavailable, we may leave food in a safe place if instructed
We cannot accept liability for loss, theft, or spoilage if left unattended
Please check your order upon receipt
5.6 Delivery Issues
If there is an issue with your delivery:
Contact us immediately at 07556397230
We will investigate and resolve the issue
Refunds or replacements are at our discretion
6. Cancellations and Refunds
6.1 Customer Cancellations
Important: Under the Consumer Contracts Regulations 2013, the 14-day cooling-off period does not apply to:
Food and beverages liable to deteriorate or expire rapidly (perishable goods)
Orders where preparation has begun
Therefore:
Once your order is confirmed and preparation has begun, you cannot cancel for a refund
Cancellations before preparation may be accepted at our discretion
Please contact us immediately if you need to cancel
6.2 Our Cancellations
If we need to cancel your order due to:
Item unavailability
Kitchen closure
Unforeseen circumstances
You will receive a full refund to your original payment method.
6.3 Refunds for Faulty Goods
If your food is:
Incorrect
Damaged
Unsafe
Not as described
Please contact us within 24 hours of delivery/collection:
Email: info@goldencastle.uk
Phone: 07556397230
We will investigate and offer:
Full or partial refund, OR
Replacement items, OR
Credit for future orders
The remedy is at our discretion based on the circumstances.
6.4 Refund Processing
Refunds are processed to the original payment method
Processing time: 3-10 business days (depending on your bank)
You will receive confirmation when the refund is issued
7. Liability
7.1 Our Liability
Nothing in these Terms excludes or limits our liability for:
Death or personal injury caused by our negligence
Fraud or fraudulent misrepresentation
Any other liability that cannot be excluded by law
7.2 Limitation of Liability
Subject to Clause 7.1, we shall not be liable for:
Indirect or consequential losses
Loss of profit, business, or goodwill
Loss of data or information
Any loss exceeding the total order value
7.3 Maximum Liability
Our total liability to you for any claim arising from these Terms shall not exceed the total price paid for the order in question.
7.4 Food Consumption
You are responsible for storing food safely after receipt
Follow reheating instructions provided on packaging
Consume food within a safe timeframe
We are not liable for illness caused by improper storage or reheating
8. Customer Account
8.1 Account Creation
Creating an account is optional but provides benefits:
Faster checkout
Order history
Saved addresses
Preference storage
8.2 Account Security
You are responsible for:
Keeping your password confidential
All activity under your account
Notifying us of unauthorized access immediately
8.3 Account Termination
We reserve the right to:
Suspend or terminate accounts for breach of these Terms
Remove accounts inactive for [INSERT PERIOD, e.g., 2 years]
You may close your account at any time by contacting us
9. Intellectual Property
9.1 Ownership
All content on our website is owned by Golden Castle, including:
Logo and branding
Menu descriptions
Images and photographs
Website design and code
9.2 Restrictions
You may not:
Copy, reproduce, or distribute our content without permission
Use our branding for commercial purposes
Modify or create derivative works from our content
9.3 Trademarks
“Golden Castle” and our logo are trademarks of Golden Castle. All rights reserved.
10. Prohibited Uses
You agree not to:
Use our website for any unlawful purpose
Attempt to gain unauthorized access to our systems
Interfere with the proper working of our website
Submit false or misleading information
Abuse our referral or promotional programs
Harass or abuse our staff
11. Marketing Communications
11.1 Consent
With your consent, we may send you:
Promotional offers and discounts
New menu item announcements
Newsletter updates
Special event notifications
11.2 Opt-Out
You can opt-out of marketing communications at any time:
Click “unsubscribe” in any marketing email
Contact us at info@goldencastle.uk
Update preferences in your account settings
11.3 Service Communications
We will still send essential communications regardless of marketing preferences:
Order confirmations
Delivery updates
Account notifications
Legal notices
12. Force Majeure
We are not liable for failure to perform our obligations if caused by:
Natural disasters
Extreme weather conditions
Pandemics or health emergencies
Government restrictions
Supplier failures
Utility outages
Industrial action
Any other circumstances beyond our reasonable control
13. Governing Law and Jurisdiction
13.1 Governing Law
These Terms shall be governed by and construed in accordance with the laws of England and Wales.
13.2 Jurisdiction
Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
13.3 Alternative Dispute Resolution
We are committed to resolving complaints fairly. If you have a dispute:
Contact us directly first
If unresolved, you may use alternative dispute resolution (ADR)
Details of ADR providers will be provided upon request
14. Changes to These Terms
We may update these Terms from time to time:
Changes will be posted on this page
The “Last Updated” date will be revised
Significant changes will be notified via email or website notice
Continued use of our services constitutes acceptance of updated Terms
15. Severability
If any provision of these Terms is found to be invalid or unenforceable:
The remaining provisions will continue in full force
The invalid provision will be modified to achieve its intended purpose
The modification will be as minimal as possible
16. Entire Agreement
These Terms constitute the entire agreement between you and Golden Castle regarding the use of our website and services, superseding any prior agreements.
17. Contact Information
For any questions regarding these Terms, please contact us:
