Delivery Policy

Overview

This Delivery Policy explains how delivery and collection services operate for orders placed with Humbeys Limited ("we", "us", "our") through our website, approved delivery partners, or directly in our restaurant.

By placing an order for delivery or collection, you agree to the terms of this policy and our general Terms and Conditions.

Delivery areas

We deliver to selected areas in and around Bradford. Delivery availability depends on your location, restaurant operating capacity, delivery partner availability, and prevailing weather or traffic conditions.

Delivery areas may change without prior notice. You can confirm whether delivery is available to your address by entering your postcode at the point of ordering through our website or approved ordering platform.

Delivery times

Estimated delivery times are provided for guidance only and are not guaranteed. Actual delivery times may vary depending on:

• Peak trading periods and order volumes.
• Traffic conditions and road closures.
• Severe or adverse weather.
• Public events in the local area.
• Technical issues with ordering or dispatch systems.

We aim to prepare and dispatch all orders as quickly as possible. Where significant delays are anticipated, we will make reasonable efforts to communicate this to you.

Delivery charges

Delivery charges may apply depending on your distance from the restaurant, the size of your order, the time of day, and any promotional offers in place. Where a delivery charge applies, the applicable fee will be clearly displayed before you complete checkout.

Where orders are placed through a third-party delivery platform, the delivery fee is set and collected by that platform and may differ from fees charged through our own website.

Order accuracy and your responsibilities

You are responsible for ensuring that the following are correct at the time of ordering:

• Your full delivery address, including any flat number, floor or building name.
• A valid contact telephone number or email address.
• Any access instructions required for gated properties, apartment blocks or commercial premises.

We are not responsible for delays or failed deliveries caused by inaccurate or incomplete information provided at the time of ordering.

Failed deliveries

If a delivery cannot be completed because you are unavailable, access cannot be gained, incorrect delivery details were supplied, or contact attempts are unsuccessful, we may:

• Leave the order in a safe place at the delivery address where it is reasonable and safe to do so.
• Cancel the order without issuing a refund.
• Apply an additional charge for any redelivery attempt.

Perishable food items may not be safe or suitable for redelivery following a failed delivery attempt. Please ensure someone is available to receive your order at the estimated delivery time.

Contactless delivery

Where contactless delivery is selected or required, your order will be left at the doorstep or at an agreed location. Photographic confirmation of delivery may be taken by the delivery driver. Responsibility for the order passes to you upon completion of delivery.

Please collect your order promptly after delivery to preserve food quality and safety.

Click and collect orders

If you place a click and collect order, please arrive at our restaurant at or close to your selected collection time. You may be asked to provide your order confirmation as proof of purchase.

Orders not collected within a reasonable period after the scheduled collection time may be discarded on food safety grounds. Refunds will not normally be issued for uncollected orders unless the failure to collect was caused by an error on our part.

Food quality during delivery

We take reasonable steps to package and maintain food quality during transit. However, travel time, road conditions and other factors may affect temperature and texture. Some products may naturally change in appearance or consistency during delivery, which does not in itself constitute a quality defect.

We cannot guarantee that dine-in presentation will be replicated for delivery or collection orders. Please consume your food promptly after delivery or collection for the best experience.

Allergies and dietary requirements

Customers with food allergies or specific dietary requirements must inform us before placing their order. Although we take reasonable precautions in our kitchen, cross-contamination risks exist as we handle multiple allergens, including nuts, dairy, gluten, eggs and sesame.

For guidance on managing food allergies when ordering from restaurants, please visit the Food Standards Agency at food.gov.uk/safety-hygiene/allergy-and-intolerance.

Third-party delivery services

Some orders may be fulfilled through third-party delivery platforms such as Uber Eats, Deliveroo or Just Eat. Where a third-party platform is used, their own delivery terms, estimated times and customer service processes will also apply.

If an issue arises with an order placed through a third-party platform, you may need to contact that platform directly in the first instance. We will cooperate with delivery platforms in investigating any issues that relate to food we have prepared.

Right to refuse delivery

We reserve the right to refuse delivery or withdraw service where safety concerns arise, where abusive or threatening behaviour is directed at our staff or drivers, where fraud is suspected, or where conditions make safe delivery impossible. In such cases we may cancel an order without issuing a refund.

Refunds and complaints

If you experience a problem with a delivery order, please report it to us as soon as possible. Depending on the circumstances, we may offer a replacement, store credit, or a partial or full refund.

Please refer to our Refund Policy for full details of how we handle complaints and the remedies available to you.

Events beyond our control

We are not liable for delivery delays or failures caused by circumstances outside our reasonable control. This includes, but is not limited to, severe weather conditions, road accidents or closures, public emergencies, government restrictions or public health measures, power or internet outages, and industrial action.

Where such events occur, we will do our best to communicate any impact to you and to fulfil your order as soon as it is reasonably practicable to do so.

Changes to this policy

We may update this Delivery Policy periodically to reflect changes in our services or operating arrangements. Updated versions will be published on our website with a revised effective date. We encourage you to review this page periodically.

Contact us

If you have questions about delivery or collection, or need help with an order, please get in touch:

Humbeys Limited
158 Grattan Road
Bradford
BD1 2HS

Email: eat@humbeys.com