Terms and Conditions

Kaana Food operates as a restaurant providing:

• Dine-in services at our physical location
• Online ordering through our website
• Food delivery services across London
• Takeaway services
• Loyalty programme and customer rewards

4.1 Account Creation

• You may create an account to access additional features
• You must provide accurate and complete information
• You are responsible for maintaining the confidentiality of your account credentials
• One account per person is permitted
• You must notify us immediately of any unauthorised use of your account

4.2 Account Restrictions

• Accounts are for personal use only unless otherwise agreed
• We reserve the right to suspend or terminate accounts that violate these Terms
• You must not share your account with others or allow others to use your account

5.1 Order Placement

• Orders can be placed through our website or at our restaurant location
• We are open from 10:00 AM to 8:00 PM
• Orders must be placed within operating hours or in advance through delivery partners
• All orders are subject to acceptance by us

5.2 Delivery Services

• We deliver across London - specific delivery areas and minimum order amounts are detailed in our delivery options
• Delivery fees apply and are subject to change
• Delivery pricing may vary through delivery partners
• Delivery times are estimates and may vary due to weather, traffic, or other circumstances

5.3 Order Modifications and Cancellations

• Changes to orders can be made within the time limits outlined by our delivery partners
• We cannot guarantee modifications once food preparation has begun
• Cancellation policies vary depending on the ordering method and timing
• Orders cancelled outside the permitted timeframe may be subject to charges

6.1 Pricing

• All prices are displayed in British Pounds (GBP) and include applicable VAT
• Prices are subject to change without notice
• Menu prices may differ between dine-in, takeaway, and delivery services
• Delivery fees and service charges are additional to menu prices

6.2 Payment Methods

We accept the following payment methods:
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• Credit and debit cards (Visa, Mastercard, American Express)
• Digital wallets (Apple Pay, Google Pay)
• Cash for in-restaurant purchases
• Other payment methods as displayed at checkout

6.3 Payment Processing

• Payment is required at the time of ordering
• We may store payment details securely for future orders (with your consent)
• All payments are processed through secure third-party payment processors

6.4 Failed Payments

• Orders will not be processed if payment fails
• You are responsible for ensuring sufficient funds or credit availability
• We may attempt to retry failed payments
• Repeated payment failures may result in account restrictions

7.1 Refund Policy

Refunds may be provided at our discretion in the following circumstances:
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• Food quality issues reported within 1 hour of delivery/collection
• Incorrect orders or missing items
• Delivery failures due to our error
• Service failures on our part

7.2 Refund Process

• Contact us at info@kaanafood.com with your order details
• Provide photographic evidence where applicable
• Refunds will be processed to the original payment method
• Processing time is typically 3-5 business days

7.3 Non-Refundable Circumstances

We do not provide refunds for:
• Change of mind after order confirmation
• Delays caused by incorrect delivery information
• Food consumed in full
• Orders cancelled outside the permitted timeframe

8.1 Allergen Information

We handle various allergens in our kitchen
Allergen information is available upon request
Cross-contamination may occur despite our best efforts
You must inform us of any allergies when ordering

8.2 Food Safety Disclaimers

We follow strict food safety protocols
Food should be consumed promptly after delivery/collection
We are not responsible for food safety once it leaves our control
Report any food safety concerns immediately

8.3 Dietary Requirements

Vegetarian and vegan options are clearly marked
Special dietary requirements should be communicated when ordering
We cannot guarantee complete separation of ingredients
Customers with severe allergies order at their own risk

9.1 Programme Overview

Our loyalty programme allows customers to:
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Earn points on qualifying purchases
Redeem points for rewards and discounts
Access exclusive offers and promotions
Progress through different membership tiers

9.2 Earning and Redeeming Points

Points are earned on completed orders
Points have no cash value
Points and rewards expire as outlined in the programme terms
Rewards are subject to availability and restrictions

9.3 Tier Benefits

Different tiers offer varying benefits and rewards
Tier status is reviewed regularly based on activity
Benefits are subject to change
Full programme details are available on our website

10.1 Our Rights

All content on our website and materials is our property or licensed to us
Our name, logo, and branding are protected trademarks
You may not use our intellectual property without permission

10.2 User Content

You retain ownership of content you submit
You grant us a licence to use, display, and distribute your content
You warrant that your content does not infringe third-party rights

11.1 Our Liability

Our liability is limited to the value of your order
We are not liable for indirect or consequential losses
This does not affect your statutory consumer rights
We maintain appropriate insurance coverage

10.2 User Content

You retain ownership of content you submit
You grant us a licence to use, display, and distribute your content
You warrant that your content does not infringe third-party rights