Terms and Conditions

This website www.pretzelman.co.ukand associated online shop (“the Site”) is owned and operated by Pretzel Man UK Ltd trading as Pretzel Man. 

Pretzel Man UK Ltd is a limited liability company incorporated in England and Wales with Registered Number 16293192 and whose Registered Office is at 3rd Floor, Great Titchfield House, 14-18 Great Titchfield Street, London W1W 8BD. 

ABOUT THESE TERMS

a) These are the terms and conditions on which we supply any of the products and services listed on our website to you (“Products”) whether it’s for delivery, click and collect orders or event bookings.

b) When ordering Products from us you also agree to our Privacy Policy which can be found here.

c) When we use the words ‘writing’ or ‘written’ in these terms, this includes email.

d) If you are purchasing pretzels as part of a Pretzel Man promotion, separate Promotional Terms and Conditions may apply which can be found on the relevant promotion page and should be read in conjunction with these Terms and Conditions. 

CONTACTING US

You can contact us by writing to us at info@pretzelman.co.uk, or via our Contact Us page here. If we have to contact you, we will do so by e-mail or by pre-paid post to the address you provided to us in your order.

1. PLACING AN ORDER AND OUR CONTRACT WITH YOU

a) Access to our Site is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our Site without notice. 

From time to time, we may restrict access to some parts of our Site, or to our entire Site, to users who have registered with us.

b) When using the Website, you may review products and services and place an order for these products and services. Upon completing your order online, Pretzel Man will review your order and acknowledge receipt with an e-mail message that will be sent to your e-mail address. Please note that Pretzel Man's e-mail notification does not constitute an acceptance of your order. 

c) If we are unable to accept your order or supply you with a Product, we will inform you of this and will not process your order or charge you for the Product. This might be because the Product is not in stock or no longer available, because we are unable to meet your requested delivery or collection date or because of an error in the price or description of the Product. If you have already paid for the Products, we will refund you the full amount including any delivery costs charged as soon as possible. 

d) Your purchase order cannot be accepted until payment in full for the Products ordered has been received by us at which time a legally binding agreement (“Contract”) on the terms set out herein will become effective.

e) We will assign an order number to your order and tell you what it is when we accept your order. 

f) We only sell to customers located in the UK. Unfortunately, we do not accept orders outside our delivery zone. If you would like us to deliver your order outside our delivery zone, please contact us directly via our Contact Us page on our website. We reserve the right to refuse or cancel any orders for delivery outside our delivery zone.

g) Your rights to make changes. If you wish to make a change to the Product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract and cancel your order.

h) If you wish to cancel your order for any reason, you must notify us no less than 24hrs prior to the delivery date via email at info@pretzelman.co.uk, if your order is under £50. If your order is over £50, you must notify us via email at info@pretzelman.co.uk at least 48 hours before the order is due to be collected or delivered. A refund will only be made to the same credit card with which your order was placed. 

2. OUR PRODUCTS

a) The images of the Products on our website are for illustrative purposes only. Although we have made every effort to display the colours, toppings and fillings accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the Products. Your Products may vary slightly from those images.

b) The packaging of the Products may vary from that shown on images on our website.

3. DELIVERY AND COLLECTION OF THE PRODUCTS

a) Delivery of our products is via our own delivery drivers and orders must be made before noon 1 day before the desired delivery date for orders under £50 and 2 days before the desired delivery date for orders over £50. 

We will endeavour to deliver your order within the stipulated delivery slot; however, on occasion there may be circumstances outside of our control such as unplanned traffic; road closures etc. This may mean we deliver your order to your chosen address later than your delivery slot. If you have not received your delivery by this time, please email us at info@pretzelman.co.uk.

b) If you decide to have the Products delivered, you must be present at the delivery address indicated by you in order to receive the order items. If you are not present at the delivery address when the order is delivered, we will make reasonable efforts to contact you in order to determine where to leave the order. If we are unable to contact you, we may leave the order at a reasonable location outside, close to the delivery address or at the building reception if permitted. Pretzel Man will not be responsible for the order (including the quality or safety of the contents of the order when you find it. 

All of our products are baked fresh daily, so we are unable to take the delivery away if you are not in and we are unable to arrange a re-delivery or collection. No refund will be available.

c) The Products will be your responsibility when we deliver the Product to the address you gave us.

d) We are not responsible for delays outside our control. If our supply of the order is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

e) Please be aware that due to regulatory restrictions, our delivery services are unable to directly access properties located on London's red routes. These routes are subject to stringent traffic regulations to ensure the smooth flow of vehicular movement and to reduce congestion in highly trafficked areas. If your delivery address is situated on a red route, we will proactively reach out to you to coordinate an alternative delivery arrangement. This involves requesting you to meet our delivery personnel at a nearby, accessible location that does not fall under the red route restrictions. Our team is committed to ensuring that this process is as convenient and seamless as possible, with the aim of minimizing any potential inconvenience to you.

4. IF THERE IS A PROBLEM WITH THE PRODUCT – PRETZELS AND PRETZEL SANDWICHES

How to tell us about problems. If you have any questions or complaints about the Product, please email info@pretzelman.co.uk. We may request additional order information, photos or proof of purchase. 

5. OUR RIGHTS TO END THE CONTRACT

a) Pretzel Man is entitled to cancel the order, or parts of it, at any time, e.g., if the Products are no longer available, if the Products or their ingredients are out of stock, if you have provided an incorrect or inoperative telephone number or other contact information, or in case of force majeure, including, but not limited to, acts of civil or military authority, national emergencies, labour difficulties, fire, mechanical breakdown, flood or catastrophe, acts of God, insurrection, war, riots or failure of communication systems or power supply.

6. PRICE AND PAYMENT

a) The price of the Products (which includes VAT) will be the price indicated on the order pages when you place your order. We take all reasonable care to ensure that the price of Products is correct. 

b) In the event a genuine mistake has been made on the price, order pages or invoice we reserve the right to amend or correct the mistake. If we discover an error in the price of the Products you have ordered we will contact you to inform and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products to you at the incorrect (lower) price.

c) If the rate of VAT changes between the date of your order and the date we supply the Product, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.

d) You must pay for the Products online before we dispatch them for collection and/or delivery. You can pay for the Products using a debit card or credit card. We accept payments by Visa, MasterCard, Paypal, Google Pay, Apple Pay and American Express. 

e) We use Square as our chosen payment service provider. When you have selected your Products and proceed to the checkout page to pay for them you will be making the payment directly on Square. Square are an independently certified Level 1 payment service provider who use the highest levels of industry standard data encryption. 

7. HOW WE USE YOUR PERSONAL INFORMATION

We will only use your personal information in accordance with our Privacy Policy available here. Please take the time to read our Privacy Policy, as it includes important terms which apply to you.

8. DISCLAIMERS 

a) If you use the Products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.  

b) You understand and agree that your use of the Site is at your own sole risk. We do not warrant, guarantee, or make any representations regarding the use or the results of the use of the Site with respect to performance, accuracy, reliability, security capability or otherwise. Whilst we will utilise anti-virus protections, it is your obligation to ensure that any use you make of our Site is free of any virus, Trojan horse, worm or any other items of a destructive nature. You will not hold us responsible for any damages that result from you accessing the Site (including any software or systems you use to access the Site.

c) Under no circumstances shall we be liable for any unauthorised use of the Site or the Products.

d) We have the right to withdraw any Product from the Site for any reason without notice to you and you agree that we will not be responsible for any loss, damage or cost as a result of such unavailability.

e) Under no circumstances shall we be liable to you for any direct, indirect, consequential, incidental or special damages arising out of your use of or inability to use the Site, even if we have been advised of the possibility of such damages.

f) The Products ordered are fresh on the day of delivery to you and will remain fresh for a further 24 hours from the time of delivery or collection if kept by you at an ambient temperature in the box provided. Products placed in a fridge or a freezer or kept for a time longer than 24 hours are so kept at your own risk and we are not liable for any deterioration of the Products in these circumstances.

g) We will notify you of any Product containing nuts on the specific Product’s web page. However, since our kitchens do handle nuts we cannot guarantee that traces of nuts will not be found in our Products and therefore we do not accept any liability for any damage to health or any distress caused to you by the consumption of such Products.

9. INTELECTUAL PROPERTY RIGHTS

a) All intellectual property content on the Site including, without limitation trademarks, logos, graphics and images is owned by us and is protected by International Copyright laws. Your use of them is governed by this Agreement, certain end-user licence agreements, and applicable law.

You will infringe our rights if you copy or reproduce any part of the Site save for:

I. a temporary copy of any part of the Site which is automatically made or retained by your browser as you browse the Site; or

II. you printing out any pages from the Site as a record of any Products you have purchased from it.

b) You will not attempt or permit or encourage others to attempt to copy or make use of any intellectual property appearing on our Site for any commercial use or in any manner which would constitute an infringement of our copyright.

10. OTHER IMPORTANT TERMS

a) We have the right to revise and amend these Terms and Conditions from time to time, for example, to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities.

b) We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

c) You may only transfer your rights or your obligations under these terms to another person if we agree in writing.

d) This contract is between you and us. No other person shall have any rights to enforce any of its terms.

e) Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

f) If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

g) We reserve the right at any time and from time to time to modify or discontinue, temporarily or permanently the Site (or any part thereof) without notice to you and without any liability to you or to any third party.

h) We reserve the right to deactivate your account if it has not been active for a period of 12 months or more, and to remove it from the database if no communication has been received from you for a further 3 months after deactivation has occurred.

i) You agree to indemnify and hold harmless us, our directors, employees and consultants from and against any and all claims, losses, demands, causes of action and judgments (including solicitors' or attorneys' fees and court costs) arising from or concerning any breach by you of this Agreement and/or these Terms and Conditions for your use of the Site and you agree to reimburse us on demand for any losses, costs or expenses we incur as a result thereof.

j) Any disputes concerning these Terms and Conditions, the relationship between Pretzel Man and you, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England and Wales.