Terms and Conditions for online ordering

PLEASE READ THIS TERMS AND CONDITIONS CAREFULLY. IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS AND CONDITIONS THEN YOU SHOULD NOT ACCESS AND/OR USE OUR ONLINE ORDERING. ANY ACCESS AND/OR USE OF THE ONLINE ORDERING BY YOU SHALL BE DEEMED TO BE YOUR ACCEPTANCE OF THESE TERMS AND CONDITIONS.

• Orders placed are between you as a customer/user and Chennai Express Fleet Limited trading as Chennai Express.
• Chennai Express will take the necessary steps to ensure that the information in relation with the online ordering is accurate and reliable. However, this cannot be infallible, and errors may sometimes occur so you should take appropriate steps to verify all information in relation with the online ordering before using it. 
• The management reserves the right to decline or cancel any orders. If an order has been pre-paid, it will automatically be processed for refund. Refunds could take up to 72 working hours.
• Delivery time  specified  at the time of order confirmation  is an estimated time and it could take longer or in some cases shorter than the given time, depending on the busy periods, value of orders,  location and traffic at that point of time.
• The pictures of the products across all platforms  are for information only. The ordered product(s) may have differences such as the presentation or packaging.
• You must not rely on pictures to identify any particular ingredients. We may substitute similar ingredients from time to time based on availability. 
• For any food allergy information, please ensure you contact a member of staff and notify them of the allergy before placing the order so that our staff can take appropriate action.
• By ordering online, you acknowledge and agree that the use of the online ordering application and/or processes at your own risk and Chennai Express  is not liable for any costs, losses or damages from the use of, or inability to use, the online ordering. This will include issues arising from the availability of the online ordering application.
• If you decide to order online using the online ordering application, you may be asked to provide full contact details and/or to create an account and you may need to accept cookies. You must keep your account data confidential and must not disclose it to anyone. 
• Your order details as supplied via the ordering application will be used for transactional purposes. Where you give consent for marketing purposes you may also receive special offers and event notifications from us. We will not pass your details to other companies unless it is for the sole purpose of contacting you about your transactions, or our offers.
• Any products and/or services provided through the online ordering application are done so on an “as is” and “if available” basis. If an ordered product becomes unavailable after placing the order, Chennai Express  will offer a refund or alternative product at their discretion. 
• You can pay by any of the methods listed in our checkout screen. Please make sure that if your order is placed using a credit or debit card, the card is valid on the date of your order placement. 
• If you are not present to collect the order on-site, or in the case of an order for delivery to take delivery of the goods at the address given in your order, then Chennai Express will not refund you the price for your order and will charge you for the full amount of your order and any delivery fees.
• Where delivery is offered, if your address is not obvious to find, or there are known traffic issues in the area such as closed roads, please supply additional details to help our drivers quickly locate you. All delivery times given are estimates and are subject to traffic and road delays outside of our control.
• In case of an order query or  any payment query, our contact details are as follows:
  Chennai Express 
  Unit 1 & 2 Richmond Court, 301-303 Fleet Road
  Fleet, Hampsire, GU51 3 BU
  Telephone: 01252416611 
  Email: info@fleet.chennaiexpress.co.uk

• Please note that we run a strict Challenge 25 policy for alcohol purchases. Valid ID must be provided when anyone who appears to be under 25 attempts to pick up alcohol from our bar/cafes. No refunds will be given in cases where ID is not provided when requested.
• The online ordering application and/or process may include content, information or links to third parties or third-party sites. Chennai Express  is not responsible for the content of any such sites or for the content of any third-party advertising. Any third-party links may be accessed at the user’s own risk and Chennai Express  accepts not liability whatsoever arising from your use of information from a third party or your use of any third-party website.
• Chennai Express reserves the right to suspend the use of the online ordering application and/or process if you breach the Terms and Conditions.
• All orders are treated as an express intention to purchase the nominated products and/or services for the agreed online prices and are a binding offer from you to purchase such products and services. The acceptance of any order for any of the products and/or services shall be at the entire discretion of the Chennai Express. Our acceptance of an order may occur when you receive an on-screen message and/or email notification and/or an SMS, confirming your order.
• This Terms and Conditions do not affect your statutory rights.
• Chennai Express trademarks, as well as the related trademarks of others and related proprietary property are protected from copying and simulation under national and international laws and are not to be reproduced or copied without our express written permission.
• Except otherwise stated, all the information in relation with the online ordering application are property of Chennai Express and/or its licensor(s). The information may not be copied, distributed, or reproduced or transmitted in any form or by any mean, electronic, mechanical, photocopying, recording or otherwise, without its prior written permission.
• To the fullest extent permitted by law, Chennai Express  excludes all liability arising out of its supply of the Products and in particular shall not be responsible for any loss or damage, arising directly or indirectly out of or in connection with delay beyond the estimated delivery or pickup time; any circumstances over which Chennai Express had no control of the consequences and which it could not avoid by the exercise of reasonable care, or any indirect or unforeseeable loss suffered or incurred by the Client or others. In any event, Chennai Express’ liability to the Client shall not exceed the total price charged for the relevant products/and or services.
• This terms and Conditions shall be governed by and construed in accordance with the laws of the country in which Chennai Express Fleet Limited trading as Chennai Express  is headquartered and any dispute arising out of or in connection with these shall be settled by the competent courts from the headquarter of trading as Chennai Express  excluding the possibility of reference to conflict of laws. 

Complaints Policy for takeaway orders 

• If you receive incorrect order  or any dish or part of the dish is missing, please report to the restaurant immediately. You will require to provide your name and the order number while reporting. Wherever possible, we will deliver the missing item  with the next available driver. If it’s not feasible to deliver the correct item or the missing item, we may offer a credit or, in some cases, refund for the missing item. 

• Any issues or complaints  regarding the order   should be reported immediately to the restaurant. Please note that the texture and presentation of some of the dishes  for takeaway services may vary as compared to the dine in services.  Likewise, as we offer authentic South Indian cuisine, our spice levels are slightly higher than the usual British Indian curry houses. If you require further guidance on our spice levels, please speak to a member of our team.

• Complaints can be made via phone at 01252416611 or via email at info@fleet.chennaiexpress.co.uk. 

• Complaints  that require  urgent  action must be made  via phone. Please  speak to our team  member about your complaint(do not leave voice message as it may be missed).

• Complaints that do not require urgent action can  be made  at the reception and  via phone or email. We aim to respond every email at our earliest convenience, in most cases  within 48 working hours. Please call us if you do not get a response within 48 working hours.

Cancellation Policy on takeaway orders

• We are happy to cancel any order before it is prepared. Orders once cooked can not be cancelled or altered.  

• No refunds will be available for pre-paid orders. You will be  offered  a credit note or a voucher which can be used within 6 months either for takeaway or dine in at any of our branches.  

Refund Policy on takeaway orders

• Chennai Express strictly follows ‘No Refunds Policy’ on takeaway orders. Refund is not available if you change your mind or if any item does not meet your expectation.

• Any comparison with other restaurants won’t be entertained in relation to the taste, texture, quantity and presentation of any particular item as we follow our own recipes and cooking techniques.

•  In case of missing or incorrect order, wherever possible, we will deliver the missing item  with the next available driver. If it’s not feasible to deliver the missing or the correct item, we may offer a credit or, in some cases, refund for the missing item. Evidences may be asked if a dispute occurs.

• A refund is only offered if a genuine error occurs on our part.  Please note that the duty manager’s decision is final and supporting evidence will be required for the investigation and for training and monitoring purposes.  Once authorised by the duty manager, refunds could take up to 72 working hours.