Terms & Conditions

1. About these terms

These terms and conditions ("Terms") apply to your use of our website at kulchaexpress.co.uk, our online ordering platform at order.kulchaexpress.co.uk, and any orders you place with us for delivery or collection (together, the "Service"). They should be read alongside our Privacy Policy and Cookie Policy.

The Service is operated by Kulcha Express Global Ltd, a company registered in England and Wales (company number 12736321).

By using the Service or placing an order, you agree to these Terms. If you do not agree, please do not use the Service.

2. Using our website and app

You must be at least 13 years old to create an account on order.kulchaexpress.co.uk. If you are under 18, you should only place orders with the involvement of a parent or guardian, particularly for payment.

You're responsible for keeping your account login details secure and for any activity that happens under your account. Let us know straight away at info@kulchaexpress.co.uk if you think someone else has accessed your account without permission.

You agree to provide accurate information when creating an account or placing an order — in particular your name, contact details, and delivery address — so we can fulfil your order correctly.

3. Placing an order

When you place an order through the Service, you'll receive an order confirmation by email or in-app notification. This confirmation acknowledges that we've received your order — it is not our acceptance of it.

A binding contract between you and Kulcha Express is only formed when the branch fulfilling your order accepts and begins preparing it. Until that point, we may decline or be unable to fulfil an order — for example because:

• an item you ordered is no longer available;
• the branch is temporarily too busy to accept new orders;
• we suspect the order is fraudulent or in breach of these Terms; or
• we're unable to verify your payment.

If we can't accept your order, we'll let you know and you will not be charged (or, if you've already been charged, we'll refund you in full for that order).

4. Delivery

Delivery orders placed through order.kulchaexpress.co.uk are fulfilled in partnership with Just Eat, who provide the courier network that collects your order from the branch and delivers it to you. Once your order has been handed to a Just Eat courier, delivery timing and handover are subject to Just Eat's own terms and operational processes, available at just-eat.co.uk.

Estimated delivery times shown in the app are estimates only and aren't guaranteed — they can be affected by factors such as kitchen volume, traffic, weather, and courier availability. We'll let you know if we expect a significant delay to your order.

It's your responsibility to provide an accurate delivery address and to be available to receive your order at that address. If a courier is unable to deliver because the address is wrong, access isn't possible, or no one is available to receive the order, additional charges or non-refundable amounts may apply — see Section 8 (Cancellations & refunds).

Delivery is only available within the delivery area of the branch fulfilling your order. The app will tell you if your address is outside the area covered.

5. Collection

For collection orders, please arrive at the branch at or after your selected collection time. Orders are prepared fresh — if you're significantly early or late, your food quality may be affected, and very late collection may mean your order has to be remade or cannot be honoured.

You may be asked to show your order confirmation or name when collecting.

6. Prices, payment & promotions

Prices for items, delivery charges, and any service fees are shown in the app before you confirm your order, in pounds sterling (GBP) and inclusive of any applicable VAT. Prices and delivery/service fees may vary by branch and may change from time to time — the price shown at checkout is the price you'll be charged.

Payments are processed securely by Stripe. We do not store your full card details — see our Privacy Policy for details. Payment is taken (or authorised) at the time you place your order.

Promotional or discount codes are subject to any conditions stated at the time they're offered (for example, minimum order value, validity period, or specific branches/items). We may withdraw or amend promotions at any time, and reserve the right to refuse a promo code if we reasonably believe it's being used fraudulently or outside its intended terms.

7. Menu, availability & allergens

Menus, items, prices, and availability may vary between branches and may change without notice. Photos of dishes on our website and app are for illustration only and may differ from the item you receive.

If an item you've ordered becomes unavailable after the branch accepts your order, we'll contact you to offer a substitute or refund the cost of that item.

Allergen information for menu items is available in the app via the "Allergen information" link on each branch's menu page. Our kitchens handle all major allergens (including nuts, gluten, dairy, and others), so we cannot guarantee any dish is completely free from cross-contamination. If you have a food allergy or intolerance, please check the allergen information before ordering and contact the branch directly if you have any concerns — their contact details are shown in the app and on our Branches page.

8. Cancellations & refunds

Because our food is prepared fresh and perishable, and preparation begins as soon as a branch accepts your order, orders cannot be cancelled once accepted, and the statutory 14-day "cooling off" cancellation right under the Consumer Contracts Regulations 2013 does not apply to it. If you need to cancel before the branch has started preparing it, contact the branch directly as soon as possible — they'll try to accommodate this where possible, but can't guarantee it.

We will provide a refund or replacement where:

• your order doesn't arrive at all (and isn't a failed-delivery situation caused by an incorrect address or your unavailability — see Section 4);
• you receive the wrong items, missing items, or items that don't match what you ordered;
• the food doesn't meet acceptable quality or safety standards.

To request a refund, contact us at info@kulchaexpress.co.uk as soon as possible, ideally within 24 hours of receiving (or not receiving) your order, with your order number and details of the issue. We may ask for photos of the order received. Approved refunds are issued to your original payment method and may take a few days to appear, depending on your bank or card provider.

This section doesn't affect your other statutory rights as a consumer, for example under the Consumer Rights Act 2015.

9. Your account, our right to refuse orders

We want the Service to be a safe and pleasant experience for our customers, staff, and delivery couriers. We may refuse to accept an order, or suspend or terminate an account, where we reasonably believe:

• an order or account is being used fraudulently (for example, suspected card fraud or repeated unjustified chargebacks);
• a customer has been abusive or threatening towards our staff or delivery couriers;
• an account has been used in a way that breaches these Terms; or
• doing so is necessary to protect the security or integrity of the Service.

Where reasonably possible, we'll explain why an order has been refused or an account suspended.

10. Intellectual property

The Kulcha Express name, logos, branding, and all content on our website and app — including text, recipes, photos, graphics, and software — belong to Kulcha Express Global Ltd or our licensors, and are protected by copyright, trade mark, and other intellectual property laws. You may view and print pages for your own personal, non-commercial use, but may not copy, reproduce, republish, or use any of this content commercially without our prior written permission.

11. Liability

We provide the Service with reasonable care and skill. To the extent permitted by law:

• our liability to you for any order is limited to the value of that order;
• we are not liable for indirect or consequential losses, such as loss of income or opportunity, arising from your use of the Service.

Nothing in these Terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; food safety; or any other liability that cannot be limited or excluded under English law. Nothing in these Terms affects your statutory rights as a consumer.

12. Events outside our control

We won't be responsible for any failure or delay in providing the Service caused by events outside our reasonable control, including extreme weather, fire, flood, strikes or industrial action, power or network outages, or failures of third-party services we rely on (such as Just Eat or our payment provider). Where this affects your order, we'll let you know as soon as we can and, where appropriate, offer a refund or reschedule.

13. Changes to these terms

We may update these Terms from time to time, for example to reflect changes to how the Service works or to applicable law. The "last updated" date at the top of this page shows when it was last revised. Continued use of the Service after changes are posted means you accept the updated Terms. For significant changes, we may also notify registered account holders by email.

14. Governing law & disputes

These Terms are governed by the laws of England and Wales. Any dispute arising from these Terms or your use of the Service will be subject to the exclusive jurisdiction of the courts of England and Wales. If you're a consumer living in Scotland or Northern Ireland, you may also be able to bring proceedings in your local courts.

15. Contact us

Questions about these Terms, or about an order, can be sent to: