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Terms & Conditions

Last updated: 25 October 2026

1. About Us

These Terms & Conditions apply to purchases made through the Kensal Cafe website.

Business name: Kensal Cafe
Website: https://kensalcafe.com
Email: hello@kensalcafe.com
Telephone: 07459 309184
Business address: 271 Kensal Road, London, W10, United Kingdom

In these terms, “we”, “us” and “our” refer to Kensal Cafe. “You” and “your” refer to the customer placing an order.

By placing an order through our website, you agree to these Terms & Conditions.

2. Our Products and Services

Kensal Cafe provides freshly prepared food, catering products and catering services for individuals, businesses, meetings, events and other occasions.

We aim to ensure that all product descriptions, photographs and prices on our website are accurate. However, photographs are for illustrative purposes and the appearance of food may vary slightly depending on ingredients, preparation and availability.

We reserve the right to update product descriptions, menus and prices where necessary. Any changes will not affect an order we have already accepted, except where a change is agreed with you or otherwise permitted by law.

3. Placing an Order

Orders can be placed through our website, subject to product availability and the delivery options displayed at checkout.

When placing an order, you are responsible for ensuring that:

  • Your contact details are correct.

  • Your delivery address and postcode are accurate.

  • Your selected products, quantities and options are correct.

  • Your chosen delivery date and time are suitable.

  • Any relevant delivery instructions are provided.

After submitting your order, you should receive an order confirmation. Please contact us promptly if you believe any information is incorrect.

We reserve the right to decline or cancel an order where necessary, for example if a product is unavailable, payment cannot be authorised or a delivery cannot reasonably be fulfilled. If we cancel an order after payment has been taken, we will arrange an appropriate refund.

4. Prices and Payment

All prices are displayed on our website in pounds sterling (£).

Any applicable VAT, delivery charges or other fees will be shown where relevant before you complete your purchase.

Payment must be made using the payment methods offered at checkout unless we have agreed alternative payment arrangements with you in advance.

Your order will not be treated as fully paid until payment has been successfully processed or alternative terms have been agreed in writing.

We reserve the right to correct genuine pricing errors. If an error affects an order you have placed, we will contact you to discuss the available options before proceeding.

5. Delivery Areas and Delivery Arrangements

We currently offer catering delivery within London, subject to the delivery areas and postcodes available at checkout.

You are responsible for providing a complete and accurate delivery address, including any necessary access instructions.

We will make reasonable efforts to deliver your order on the selected date and within the agreed delivery window. Delivery times may occasionally be affected by traffic, weather, operational issues or other circumstances outside our reasonable control.

If we anticipate a significant delay or are unable to deliver your order, we will make reasonable efforts to contact you and agree an appropriate solution.

Please ensure that someone is available to receive the delivery at the agreed location and time.

If delivery cannot be completed because of incorrect address details, lack of access or no one being available to receive the order, please contact us as soon as possible. Any additional delivery charges or other remedies will be assessed fairly and in accordance with applicable law.

Nothing in these terms removes your statutory rights if we fail to deliver as agreed.

6. Catering Orders and Advance Bookings

Some catering orders may require advance notice because food is prepared to order and ingredients must be sourced.

For larger orders, business catering, events or special requests, we may agree specific arrangements with you separately, including quantities, menus, delivery times and payment terms.

Any special arrangements agreed in writing will form part of the agreement for that order. If these arrangements conflict with these general terms, the specific written agreement will take precedence to the extent of the conflict.

We recommend checking all order details carefully before confirming a catering booking, particularly for time-sensitive events.

7. Cancellations, Changes and Refunds

Our food and catering products are often prepared specifically for your order. For this reason, we ask customers to provide at least 24 hours' notice before the scheduled delivery time when requesting a cancellation or change.

Please contact us at hello@kensalcafe.com or by telephone on 07459 309184 as soon as possible if you need to cancel or amend an order.

Cancellation requests are subject to the following:

  • More than 24 hours before delivery: Please contact us to request a cancellation or change. We will confirm whether it can be accommodated and whether a refund is due.

  • Less than 24 hours before delivery: Cancellation or changes may not be possible once preparation or ingredient purchasing has begun. Any refund will depend on the circumstances, the work already undertaken and applicable law.

  • Changes to an order: Requests to change products, quantities, delivery addresses or delivery times are subject to availability and our agreement.

If we cancel your order or are unable to fulfil it, we will provide an appropriate refund for any amount paid for the unfulfilled order.

Nothing in this policy affects any cancellation, refund or other rights you may have under applicable consumer law. In particular, the legal exceptions that may apply to perishable goods or food prepared to your specifications do not automatically remove every consumer right in every situation.

8. Food Allergies and Dietary Requirements

We take food safety seriously and aim to provide accurate information about our products and ingredients.

Our food may contain, or come into contact with, allergens. Customers with food allergies, intolerances or specific dietary requirements should contact us before placing an order to discuss their requirements.

Although we take reasonable precautions in food preparation and handling, we cannot guarantee that every product is completely free from traces of allergens unless this has been specifically confirmed by us.

Please do not assume that a product is suitable for a particular allergy or dietary requirement without checking with us first.

We will provide relevant allergen information as required by applicable food safety legislation.

9. Food Quality and Complaints

We aim to provide fresh, high-quality food and catering products.

If your order arrives damaged, incorrect, incomplete or of unsatisfactory quality, please contact us as soon as reasonably possible with your order details and a description of the issue. Photographs may help us investigate.

We will review the circumstances and, where appropriate, offer a replacement, refund or another suitable remedy in accordance with applicable law.

For food safety reasons, please follow any storage and consumption instructions provided with your order. Refrigerated products should be stored appropriately and consumed within any stated timeframe.

Nothing in these terms limits your statutory rights relating to the quality, description or fitness of goods supplied.

10. Customer Responsibilities

You agree to provide accurate information when placing an order and to use our website lawfully.

You are responsible for checking your order confirmation and contacting us promptly about any errors.

For catering deliveries, you should ensure that the delivery location is accessible and that suitable arrangements are in place to receive the food.

You should also follow any food storage, reheating and consumption instructions provided with your order.

11. Website Use and Intellectual Property

The content on our website, including our branding, photographs, product descriptions, logos and other materials, belongs to Kensal Cafe or is used with permission, unless otherwise stated.

You must not copy, reproduce, distribute or commercially use our content without our prior permission, except where permitted by law.

We make reasonable efforts to keep our website available and accurate but cannot guarantee uninterrupted access or that the website will always be free from technical errors.

12. Limitation of Liability

We will meet our legal obligations in relation to the products and services we provide.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Subject to the preceding paragraph and applicable law, we are not responsible for losses that could not reasonably have been anticipated when the relevant contract was made or for losses arising from circumstances beyond our reasonable control.

These terms do not affect your statutory consumer rights.

13. Events Outside Our Control

Occasionally, circumstances outside our reasonable control may affect our ability to prepare or deliver an order. Examples include severe weather, major transport disruption, utility failures, emergencies or unexpected supply interruptions.

If such circumstances arise, we will make reasonable efforts to contact you and minimise the impact.

If we cannot fulfil an order, we will discuss an appropriate solution, including a refund where applicable.

14. Privacy and Personal Information

We collect and use personal information to process orders, arrange deliveries, communicate with customers and operate our business.

For more information about how we handle personal data, please read our Privacy Policy on our website.

15. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes in our business, services or legal obligations.

The version published on our website will apply to new orders placed after the updated terms take effect. Any changes to an existing order will be handled in accordance with the agreement already in place and applicable law.

16. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

If you are a consumer, you may also benefit from mandatory consumer protections applicable in your place of residence. Nothing in these terms removes any rights you may have to bring proceedings in a court that is legally entitled to hear your claim.

17. Contact Us

If you have any questions about these Terms & Conditions, an order, a delivery or a cancellation, please contact us:

Kensal Cafe
271 Kensal Road
London, W10
United Kingdom

Email: hello@kensalcafe.com
Telephone: 07459 309184

Thank you for choosing Kensal Cafe. We appreciate your business and look forward to providing your catering.

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