Terms of Service

Effective date: 5 September 2025

Welcome to the services of OHANA SUSHI LTD (“Ohana”, “we”, “us”, or “our”). By accessing or using our website, placing an order, or otherwise using our services (collectively, the “Services”), you agree to these Terms of Service (the “Terms”). If you do not agree, please do not use the Services.

1) Accounts & Eligibility

• Accurate information: When creating an account, you must provide accurate, current, and complete information and keep it updated.

• Security: You are responsible for safeguarding your login credentials and for all activities under your account. Notify us immediately of any unauthorised use.

• Age: The Services are intended for individuals 18+. By using the Services, you confirm you meet this requirement.

2) Orders, Pricing & Availability

• Product descriptions: We aim to provide accurate descriptions, but errors may occur. Images are illustrative only; actual products may vary (e.g., size, cut, colour).

• Prices & taxes: Prices are shown in GBP and may change at any time. Where applicable, prices include VAT.

• Availability: All products are subject to availability. We may limit quantities, refuse, or cancel any order (with a refund for any amount already paid).

• Substitutions: If an item is unavailable, we may (at our discretion) offer a suitable substitute or cancel that line and refund you.

3) Order Process & Acceptance

• Offer & acceptance: Your order is an offer to buy. Acceptance occurs when we send a dispatch confirmation. We may reject orders prior to dispatch (for example, if items are out of stock or pricing is incorrect).

• Title & risk: Title to products passes upon receipt of full payment. Risk passes on delivery to the delivery address or safe place you nominate (including receipt by a concierge, neighbour, or other authorised recipient).

4) Payment & Security

• Payment methods: We accept a range of payment methods (e.g., credit/debit cards, Shop Pay).

• Processing: Payments may be processed by secure third-party providers. We do not store full card details.

• Security: We use reasonable measures to protect payment data in transit. However, no method of transmission or storage is completely secure.

5) Delivery

• Coverage & fees: Delivery areas, fees, thresholds, and timing are set out in our Shipping Policy (incorporated by reference).

• Timing: Dispatch is usually Monday–Friday with next-working-day delivery where stated; timing is indicative, not guaranteed.

• Inspection: Check goods on receipt. If there is visible damage or missing items, tell the courier at handover (where possible) and contact us immediately.

6) Perishable Goods, Handling & Customer Responsibilities

• Perishable nature: Many items are fresh or frozen. On delivery, promptly refrigerate or freeze as appropriate.

• Handling: Follow any storage, defrosting, and preparation instructions. Do not refreeze once defrosted unless guidance expressly says otherwise.

• Allergens: Ingredients and allergen information are provided where available. Always check labels upon receipt. Cross-contamination can occur at source; if in doubt, contact us before consuming.

• Safe place: If you authorise delivery to a safe place or third party, risk and responsibility transfer at the time the courier records successful delivery.

7) Cancellations, Returns & Refunds

• Cancellations: Because we process perishable orders quickly, cancellation is not guaranteed once an order is placed. If you contact us before pick/pack or courier handover, we will try to help, but we cannot promise cancellation.

• No returns: For hygiene and safety, we do not accept returns of fresh or frozen products.

• Defects & delivery damage: For quality issues or damage in transit, contact us within 24 hours of delivery with photos and details. At our discretion, we may provide a replacement or partial refund.

• These terms are further detailed in our Returns & Refunds Policy (incorporated by reference).

8) Acceptable Use & Prohibited Conduct

You agree not to use the Services for any unlawful, fraudulent, harassing, threatening, infringing, or otherwise improper purpose, and not to interfere with, damage, or disrupt any part of the Services (including by scraping or automated access without permission).

9) Intellectual Property

All content on the Services (including text, images, logos, and software) is owned by or licensed to OHANA SUSHI LTD and protected by law. You may use the Services for personal, non-commercial purposes only. No licence is granted to use our trademarks without prior written consent.

10) Promotions, Vouchers & Gift Cards

Promotions are subject to their specific terms. Unless stated otherwise, promotions: (a) are non-transferable; (b) cannot be used with other offers; (c) apply to in-stock items only; and (d) may be withdrawn or changed at any time.

11) Third-Party Services

The Services may link to or integrate with third-party tools (e.g., payment processors, couriers). Those services are governed by third-party terms and privacy policies; we are not responsible for them.

12) Limitation of Liability

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation, or any liability that cannot legally be limited.
To the fullest extent permitted by law:

• We are not liable for: indirect, consequential, special, or punitive losses; loss of profit, revenue, goodwill, or data; or losses arising from delivery delays, events outside our control, or improper storage/handling after delivery.

• Our total liability for any claim relating to an order is limited to the amount you paid for that order.

13) Force Majeure (Events Beyond Our Control)

We are not responsible for failure or delay caused by events beyond our reasonable control, including but not limited to extreme weather, strikes, epidemics, transport disruptions, courier delays, power/telecom outages, or supplier failures.

14) Privacy

Your use of the Services is subject to our Privacy Policy, which explains how we collect and use personal data (including cookies). The Privacy Policy is incorporated into these Terms.

15) Changes to the Services & to These Terms

We may update the Services and these Terms from time to time (for example, to reflect changes in law, security, or business needs). We will post updated Terms on our website with a new “Effective date.” Continued use of the Services after changes means you accept the updated Terms.

16) Governing Law & Jurisdiction

These Terms and your use of the Services are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except that consumers resident in Scotland or Northern Ireland may bring claims in their local courts. Your statutory consumer rights are not affected.

17) Severability & No Waiver

If any part of these Terms is found unenforceable, the remainder stays in effect. Our failure to enforce a right is not a waiver of it.

18) Contact Us

Questions about these Terms? We’re here to help.
Email: info@ohanafoods.co.uk
Customer Service Line: +44 7301 731733

OHANA SUSHI LTD appreciates your business and trust.