Terms & Conditions

This website is operated by Active Chef Wok, Unit 2, 50 Belfast Road, Newry BT34 1. You can contact us by email at activewok@activechefwok.com or by phone on 07860 123623.

When you place an order you are making an offer to buy. Your order is only accepted — and a contract formed — when we confirm it and begin preparing your food. We may decline or cancel an order (with a full refund of anything paid) for example if an item is unavailable, the kitchen is at capacity, the delivery address is outside our area, we cannot verify your details, or we suspect fraud or misuse.

Please check your order carefully before submitting it. You are responsible for giving us correct contact and delivery details.

If you have a food allergy or intolerance, please contact us before ordering. Our dishes are prepared in a kitchen that handles nuts, gluten, soy, shellfish, eggs, dairy and other allergens, so we cannot guarantee any dish is completely free from a given allergen. Allergen information shown on the menu is provided in good faith, but you must check with us if you are unsure. Order notes are not a guarantee that an allergen can be removed.

Prices are shown on the menu and include VAT where applicable. The total for your order, including any delivery fee, service charge or tip, is shown at checkout before you pay. Payment is taken by the method you choose (cash on collection/delivery, card in person, or online card payment where available). If a genuine pricing error occurs we will contact you before continuing, and you may confirm at the correct price or cancel for a full refund.

Collection. We will give an estimated time for your order to be ready. Please collect it promptly so it stays fresh and hot.

Delivery. Delivery is available within our local delivery area and may be subject to a minimum order value and a delivery fee, both shown at checkout.

• Estimated times are estimates, not guarantees. We always aim to deliver within the quoted time, but times can be affected by demand, weather, traffic and other factors outside our control.
• For scheduled orders, we aim to have your food ready/delivered around the time slot you chose.
• Someone must be available at the delivery address to receive the order. If we cannot reach you or deliver after reasonable attempts (for example a wrong address, no answer, or no safe place to leave the food), the food may be returned to us and you may still be charged, as it will have been freshly prepared.

We want this to be fair to you and workable for us. Because our food is freshly prepared to order and is perishable, the 14-day “change of mind” cancellation right under the Consumer Contracts Regulations 2013 does not apply once we have started preparing your order. The following applies instead:

• Before we start preparing — you can cancel for a full refund. Please call us straight away on 07860 123623, as we usually start quickly.
• After preparation has begun — orders generally cannot be cancelled or refunded for a change of mind, as the food has been made for you.
• If something is wrong — if your order is missing items, incorrect, not of satisfactory quality, or doesn’t arrive, you are entitled to a remedy under the Consumer Rights Act 2015. Please contact us as soon as possible on the day of your order, with details (and a photo if relevant). We will put it right with a re-delivery, a replacement, or a refund of the affected items as appropriate.
• Failed delivery caused by incorrect details or being unavailable — may not be refunded, for the reasons in section 5.
• Where we cancel an accepted order (e.g. an item becomes unavailable), you will receive a full refund for anything you have paid.

Refunds are made to your original payment method and normally reach you within 5–10 working days, depending on your bank. Nothing in these terms affects your statutory consumer rights.

Discount codes and loyalty points have no cash value, can’t be exchanged for cash, and may be limited to one per order. They are subject to any minimum order, usage limit and expiry shown at the time. We may withdraw or change codes and the loyalty programme, and we may cancel points or discounts obtained through error or misuse.

If you create an account, keep your login details secure and don’t share them. Tell us promptly if you think your account has been misused. We may suspend or close accounts that are used fraudulently or in breach of these terms.

We do not exclude or limit our liability where it would be unlawful to do so — this includes liability for death or personal injury caused by our negligence, for fraud, or for breach of your statutory rights as a consumer. Subject to that, we are not responsible for losses that were not foreseeable or that arise from circumstances outside our reasonable control.

We are not liable for failure or delay in fulfilling an order caused by events outside our reasonable control (for example severe weather, power or supplier failure, or staff illness). If this happens we will contact you and, where appropriate, refund you.

We may update our menu, prices and these terms from time to time. The terms that apply to your order are the ones published on this site when you place it.

These terms are governed by the law of Northern Ireland, and any disputes are subject to the non-exclusive jurisdiction of the courts of Northern Ireland. If you have a complaint, please contact us first so we can try to resolve it.