Terms of Sale

These Terms of Sale govern an order or booking you place through the bitte.uk marketplace. They sit alongside our Terms of Use, Privacy Policy, Cookie Policy and Refund Policy. For an order on a restaurant's own white-label site, that restaurant's Terms of Sale apply instead.

1. Who you are buying from, and Bitte's role

When you place an order through bitte.uk, you are buying from the restaurant, not from Bitte. The restaurant is the seller and the food business operator responsible for the food, its preparation, food safety, allergen information and any licensing (including alcohol).

Bitte Limited (Companies House 17140318, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ) acts as the restaurant's agent to take your order and to collect payment on the restaurant's behalf, and provides the platform, your account and customer support. Paying Bitte discharges your payment obligation to the restaurant for that order. The contract of sale for the meal is between you and the restaurant; Bitte's separate agreement with you for use of the platform is the Terms of Use.

2. How the contract is formed

• The menu and prices shown are an invitation to order, not an offer.
• When you submit and pay for an order, you make an offer to buy.
• The contract is formed when the restaurant accepts your order (for example, when it is confirmed as accepted/being prepared). If the restaurant cannot accept it (it is closed, out of stock, outside its delivery area, or an obvious pricing error), the order is not accepted and you are refunded in full.
• We send you an order confirmation by email/app. Please check your order before paying — you are responsible for the accuracy of what you submit (items, address, time).

3. Prices, charges and VAT

• Prices are shown in pounds sterling and, where the restaurant is VAT-registered, are inclusive of VAT at the applicable rate.
• The total price you pay — including any delivery fee, service charge, small-order fee and any other compulsory charge — is shown to you up front before you place your order, and again at checkout. Genuinely optional extras (for example a voluntary tip) are shown separately and added only if you choose them.
• Restaurants set their own prices, which may differ from prices in-store.

4. Allergens and food information — important

The restaurant is responsible for allergen and food information. If you have a food allergy or intolerance:

• Check the allergen information shown for the restaurant/items, and
• Contact the restaurant before ordering if you need to confirm specifics or ask about cross-contamination — kitchens handle many allergens and cannot always guarantee an item is free from traces.

Do not rely on free-text order notes to communicate an allergy. To record allergies and dietary needs so a restaurant can act on them safely, use the allergen/preferences route in your account. Bitte passes information to the restaurant but is not the food business operator and does not prepare food.

5. Age-restricted items (alcohol and others)

Some restaurants offer alcohol and other age-restricted items. These may only be bought by, and delivered/handed to, a person aged 18 or over. The restaurant or its courier may operate Challenge 25 and refuse to hand over age-restricted items without valid photo ID, or where the recipient appears intoxicated. If age-restricted items cannot lawfully be handed over, they may be removed from the order and refunded; the rest of the order may still be provided.

6. Order types

Depending on the restaurant, you may be able to choose delivery, collection, dine-in, or order-at-table / QR ordering. The available options, minimum order values and times are shown before you order.

7. Delivery

• Who delivers. Delivery is provided by the restaurant (using its own staff or couriers) or, where offered, by a courier arranged through the platform. The order screen shows which applies.
• Times are estimates. Delivery and collection times are good-faith estimates, not guarantees, and can be affected by kitchen load, traffic and weather.
• Delivery details. Please give an accurate address and contactable phone number, and be available to receive the order. If a delivery fails because you are not reachable or the address is wrong, you may still be charged for the food.
• Risk. Risk in the food passes to you on delivery (or collection). For age-restricted items, see §5.

8. Cancellations, changes and refunds

8.1 Freshly prepared food — no 14-day cooling-off right

Because meals are perishable and prepared to your order, the 14-day cancellation (cooling-off) right under the Consumer Contracts Regulations 2013 does not apply (Regulation 28). Once a restaurant has accepted and begun preparing your order it generally cannot be cancelled.

8.2 If something is wrong with your order

Your statutory rights under the Consumer Rights Act 2015 always apply: food and service must be of satisfactory quality, as described, and provided with reasonable care and skill. If your order is wrong, missing items, not as described, or not of satisfactory quality, you are entitled to a remedy — a refund in whole or part, or a re-supply where appropriate.

8.3 How to raise a problem and our refund process

Report a problem promptly through the order screen or to support. Bitte operates a customer refund process on the restaurant's behalf: you can raise a refund request (with a short description and up to 5 photos) within the refund window shown for your order. We review it and, where it is upheld, refund to your original payment method. The mechanics, time limits and how money moves are set out in our Refund Policy. Approved refunds are recovered from the restaurant; you do not deal with that.

8.4 Bookings, deposits and no-shows

Where a booking carries a deposit or no-show charge, the restaurant's booking terms (shown before you confirm) apply. A no-show or late cancellation may forfeit a deposit or incur a charge under those terms. Any deposit or no-show charge must be a proportionate reflection of the restaurant's genuine costs, must be shown to you clearly before you confirm the booking, and will not be charged where it would be an unfair term under the Consumer Rights Act 2015.

9. Payment

• Payment is taken at the time you order, through our payment providers Stripe and PayPal. Bitte collects it as the restaurant's agent.
• Card payments use Strong Customer Authentication where required. We never store your full card details — the payment provider handles them on their secure (PCI-DSS) systems.
• If a payment is reversed or charged back without a valid reason after you have received the order, the amount may be reclaimed.

10. If a restaurant cannot fulfil your order

If a restaurant closes, runs out of an item, or otherwise cannot fulfil an accepted order, it (or Bitte on its behalf) will let you know and refund the affected items in full. Where only part of an order is affected, the rest may still be provided and only the missing part refunded.

11. Responsibility

• The restaurant is responsible, as seller and food business operator, for the food, its quality and safety, allergen information, and age-restricted sales.
• Bitte is responsible for operating the platform and the order/payment process with reasonable care and skill, and for handling the refund process described in §8.
• Nothing in these terms limits or excludes any liability that cannot lawfully be limited or excluded — including liability for death or personal injury caused by negligence, for fraud, or your non-excludable rights under the Consumer Rights Act 2015. Subject to that, neither the restaurant nor Bitte is liable for loss that is not reasonably foreseeable.

12. Complaints and dispute resolution

Please raise any problem with us first through the order screen or info@bitte.uk — most issues are resolved quickly through the refund process. If you are not satisfied, you can get free independent advice from Citizens Advice (0808 223 1133, citizensadvice.org.uk), and you keep your right to bring a claim, including via the small-claims track on Money Claim Online (gov.uk/make-money-claim). Your statutory consumer rights are not affected by anything in these terms.

13. Governing law

These Terms of Sale and any dispute arising from an order are governed by the law of England and Wales and subject to the non-exclusive jurisdiction of its courts. If you live in Scotland or Northern Ireland, the mandatory consumer-law protections of your home nation continue to apply and you may bring proceedings in your local courts.

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Questions about an order? info@bitte.uk.