Terms & Conditions

Last updated: 29 July 2026

These Terms & Conditions govern your use of the Kai Social website, your participation in KaiClub and any orders placed with Kai Social.

Kai Social is operated by The Kai Collection Ltd, a company registered in Northern Ireland.

Company number: [INSERT COMPANY NUMBER]
Registered address: 35 Ferndale Road, Co. Antrim, BT36 5AS
Email: meetatkai@icloud.com

By using our website, creating an account, joining KaiClub or placing an order, you agree to these Terms & Conditions.

1. About these terms

Please read these terms before placing an order or using KaiClub.

These terms should be read alongside our:

  • Privacy Policy

  • Refund & Cancellation Policy

  • Cookie Policy

  • Any specific promotional terms displayed with an offer

If you do not agree with these terms, you should not use our ordering services or create a KaiClub account.

Nothing in these terms affects your statutory consumer rights.

2. Eligibility

You must be legally capable of entering into a contract to place an order.

If you are under 18, you may only place an order or create an account with the permission and supervision of a parent or legal guardian.

You are responsible for ensuring that the information you provide is accurate, complete and current.

3. Products and availability

We take reasonable care to describe and display our products accurately. However:

  • Product images are for illustrative purposes

  • Colours, appearance, presentation and portion arrangement may vary

  • Ingredients, recipes, toppings and packaging may change

  • Products and customisations are subject to availability

  • Availability shown online may occasionally be incorrect

  • Handmade and freshly prepared products will naturally vary

We may withdraw, substitute or change products where reasonably necessary. If a material change affects an order you have already placed, we will contact you where practical and offer an appropriate alternative or refund.

4. Allergen information

Please inform us about any allergies or dietary requirements before completing your order.

Allergen information will be made available before an online or telephone purchase is completed. Where required, allergen information will also accompany the order or be provided when it is collected or delivered.

Our products are prepared in an environment where allergens may be handled. Although we follow food-safety procedures, accidental cross-contact may be possible.

A request to remove an ingredient does not automatically mean that the product is free from traces of that ingredient or other allergens.

If you have a serious allergy, please contact us directly before ordering so that our team can explain the relevant ingredients and preparation process. We may decline an order if we cannot fulfil it safely.

Customers must not rely solely on previous orders, product photographs or historical menu information because recipes and suppliers may change.

5. Placing an order

Before submitting an order, you are responsible for checking:

  • The products selected

  • Quantities and sizes

  • Milk, flavour, topping and other customisation choices

  • Allergy or dietary information

  • Collection or delivery details

  • Contact information

  • The total price

You will have an opportunity to review the order before payment.

Submitting an order is an offer to purchase the selected products. A contract is formed when we accept the order and issue an order confirmation.

An automated acknowledgement does not guarantee that every item can be fulfilled. If we cannot accept or complete an order, we will contact you and refund any amount paid for the unavailable items.

6. Prices and payment

Prices are shown in pounds sterling and include applicable taxes unless stated otherwise.

Any collection, delivery, service or other mandatory charge will be displayed before you confirm payment.

We may change prices at any time, but changes will not affect orders already accepted unless there was an obvious pricing error that you could reasonably have recognised.

Payment may be processed by Square, Stripe or another approved payment provider. The payment provider may apply its own terms and privacy policy.

You confirm that:

  • You are authorised to use the selected payment method

  • The payment information supplied is accurate

  • Sufficient funds or credit are available

We may refuse or cancel an order where payment is declined, reversed or reasonably suspected to be fraudulent.

7. Collection orders

Estimated collection times are provided as guidance and are not guaranteed unless we expressly agree that a particular time is essential.

Customers should arrive within the stated collection period and provide their name, order number or other requested confirmation.

If you are late, we will make reasonable efforts to hold the order, but we cannot guarantee the quality, temperature or condition of fresh products after the recommended collection time.

Prepared orders that are not collected will not normally qualify for a refund.

Responsibility for the order passes to you when it is collected by you or by someone acting on your behalf.

8. Delivery

Delivery may be offered in the future or through selected third-party platforms.

Where delivery is available:

  • The available area, estimated time and applicable charges will be shown before checkout

  • You must provide a complete and accurate delivery address

  • You must remain available to receive the order

  • Delivery times are estimates unless a specific time has been expressly agreed as essential

  • We may contact you using the details provided if there is difficulty completing the delivery

We are not responsible for delay or failed delivery caused by an incorrect address, inaccessible premises, failure to answer or circumstances outside our reasonable control.

If a third-party delivery platform is used, its terms may also apply. Your statutory rights against the relevant seller are not affected.

9. Changes and cancellations

Contact us as quickly as possible if you wish to change or cancel an order.

We may accept a change or cancellation if preparation has not started. Once preparation begins, changes or cancellation may no longer be possible because our products are fresh, perishable and made to order.

Further information is available in our Refund & Cancellation Policy.

10. Refunds and order problems

If an order is incorrect, missing, unsafe, not as described or otherwise unsatisfactory, contact us as soon as reasonably possible.

Depending on the circumstances and your legal rights, we may provide a corrected order, replacement, partial refund or full refund.

Change-of-mind refunds are not normally available for fresh or perishable products.

Our complete refund terms are set out in our Refund & Cancellation Policy.

11. KaiClub membership

KaiClub is our customer loyalty programme. Membership may provide access to points, rewards, personalised offers, promotions or other benefits.

To participate, you may need to create an account and provide accurate contact information.

Unless specific offer terms state otherwise:

  • Membership is personal and cannot be sold or transferred

  • Only one account should be maintained per person

  • Points and rewards have no cash value

  • Points cannot be exchanged for cash

  • Rewards cannot be combined, transferred or retrospectively applied unless stated otherwise

  • Qualifying purchases must be correctly linked to your account

  • Points may take time to appear

  • Rewards are subject to availability

  • A reward cannot be redeemed after its stated expiry date

Additional earning, redemption or expiry rules displayed within KaiClub or alongside a particular reward form part of these terms.

We may correct points or rewards added in error.

We may suspend or close an account where we reasonably believe there has been fraud, abuse, duplication, manipulation or a serious breach of these terms. Where appropriate, we will explain the reason and allow you an opportunity to contact us.

We may change or end KaiClub by providing reasonable notice where practical. Changes will not remove rewards already validly redeemed, and we will aim to provide a reasonable opportunity to use existing points before a material programme closure unless fraud, law or circumstances outside our control prevent this.

12. Promotions and discount codes

Promotions may be subject to additional conditions, including:

  • Start and end dates

  • Eligible products

  • Minimum-spend requirements

  • Account or membership requirements

  • Limits per customer or transaction

  • Specific collection locations or ordering channels

Unless stated otherwise:

  • Promotions cannot be exchanged for cash

  • Only one discount code may be used per order

  • Offers cannot be applied retrospectively

  • Offers are subject to availability

  • Copied, altered, expired or unauthorised codes may be refused

If specific promotional terms conflict with these general terms, the specific promotional terms will apply to that promotion.

We may withdraw or amend a promotion where there is an error, fraud, abuse or another reasonable operational need. This will not affect completed qualifying purchases unless legally permitted.

13. Website accounts

You are responsible for:

  • Keeping your login details secure

  • Restricting access to your account and device

  • Informing us promptly of suspected unauthorised use

  • Keeping your account information accurate

You must not create an account using another person’s details without permission.

We may temporarily restrict an account where reasonably necessary to protect you, Kai Social or other users.

14. Acceptable website use

You must not:

  • Use the website unlawfully or fraudulently

  • Attempt to gain unauthorised access to the website, accounts or systems

  • Introduce viruses, malicious code or harmful material

  • Scrape, copy or extract website content using automated methods without permission

  • Interfere with website security or operation

  • Use false information to obtain discounts, rewards or products

  • Impersonate another person

  • Use our website or services to harass staff or other customers

We may restrict access where reasonably necessary to protect our services, customers or business.

15. Intellectual property

The Kai Social name, branding, logos, mascot, website design, graphics, photographs, videos, menu content and other original materials are owned by or licensed to The Kai Collection Ltd.

You may view the website and share links for personal, non-commercial purposes.

You must not reproduce, modify, sell, distribute or commercially use our content without prior written permission.

Nothing in these terms transfers any intellectual-property rights to you.

16. Third-party services and links

Our website may contain links to or integrations with services operated by Square, Squarespace, Stripe, Google, Meta or other third parties.

We are not responsible for the content, availability or independent practices of third-party websites. Their own terms and privacy policies may apply when you use their services.

17. Website availability

We aim to keep our website accurate, secure and available, but we do not guarantee uninterrupted or error-free access.

We may temporarily suspend, update or change the website for maintenance, security or operational reasons.

If a technical problem affects an order or payment, please contact us so that we can investigate.

18. Our responsibility to you

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

We do not exclude or limit liability where doing so would be unlawful, including liability for:

  • Death or personal injury caused by negligence

  • Fraud or fraudulent misrepresentation

  • Faulty or misdescribed goods

  • Breach of your statutory consumer rights

  • Any other liability that cannot legally be excluded

Our products and services are supplied for personal use. We are not normally responsible for business losses, lost profits or commercial interruption where you purchase as a consumer.

19. Events outside our control

We are not responsible for delay or failure caused by circumstances outside our reasonable control, including severe weather, utility failures, transport disruption, supplier shortages, system outages, emergencies or government restrictions.

We will take reasonable steps to reduce the impact and contact affected customers where practical. If we cannot fulfil an accepted order, we will provide an appropriate alternative or refund.

20. Privacy

We process personal information in accordance with our Privacy Policy.

By using our website, you acknowledge that information may be processed by the service providers required to operate our website, payments, ordering and loyalty programme.

21. Changes to these terms

We may update these Terms & Conditions to reflect changes to our services, technology, suppliers or legal obligations.

The latest version will be published on our website with an updated date.

Changes will not retrospectively alter an order already accepted unless required by law or expressly agreed with you.

22. If part of these terms is invalid

If any part of these terms is found to be unlawful or unenforceable, the remaining terms will continue to apply.

Our failure to enforce a term immediately does not mean that we waive the right to enforce it later.

23. Governing law

These terms are governed by the laws of Northern Ireland.

If you are a consumer resident elsewhere in the United Kingdom, you may also benefit from mandatory protections under the law applicable where you live.

Any dispute may be brought before the courts with jurisdiction under applicable consumer law.

24. Contact us

Questions, complaints or concerns should be sent to:

The Kai Collection Ltd
Email: meetatkai@icloud.com