APP TERMS AND CONDITIONS

1. Scope and Platform Use

These terms and conditions apply to your use of our online ordering platform (the "Services"), which includes our website ordering widget, QR code tableside ordering, and any custom-branded mobile applications powered by GloriaFood (an Oracle company) and integrated with our Oracle Simphony Point of Sale (POS) system. By using these Services, you agree to be bound by these terms, as well as any relevant app store rules and policies where applicable.

2. Amendments to Terms

We (being Malmaison, Hotel du Vin Brand Services Limited) reserve the right to change these terms and conditions at any time and for any reason. You are advised to check these terms and conditions before placing an order each time.

3. Age Restrictions

You must be at least 18 years old to access the Services, download any related mobile applications, or place orders.

4. Privacy and Data Protection

Details of how we process your personal data, your rights in relation to your personal data, and how to exercise them are contained in our Privacy Notice. Any data processed specifically to facilitate your online order is handled securely in accordance with our technical and organizational security measures and our platform processors.

5. Service and Fulfillment Channels

By placing an order, you agree you are physically present on premises at our venue at the designated table or room number.

6. Right to Refuse Service

We and our venues retain the absolute right to refuse service, cancel orders, or reject transactions at any time based on licensing objectives, company policies, age-verification failures, or health and safety/allergen protocols.

7. Age-Restricted Products & Alcohol

Where alcoholic or other age-restricted items are purchased, you must provide valid photo ID/proof of age if requested. If you (or any member of your group who is the intended consumer) are unable to provide satisfactory proof that you are aged 18 or over, or if our staff reasonably believes that the age-restricted products have been bought on behalf of someone under 18, we reserve the right to withhold the products without refund.

8. Payments and Verification

The Services require a valid payment card to process transactions. Payments are securely processed via integrated online payment gateway and synced to our Oracle Simphony POS. You may be required to show the physical payment card to the venue staff as proof of ownership and identification.

9. Finality of Orders

You are strongly advised to check your order carefully before proceeding to purchase. Once you complete and submit your order, you enter into a binding contract with the venue that cannot be amended, cancelled, or refunded by the customer.

10. Technical Liability and Security

We process your data using technical and organisational measures to ensure appropriate security. Subject to Clause 11, we accept no responsibility for any technical issues, system outages, connection failures, data loss, or damage caused to your device as a result of using the GloriaFood ordering platform or widget.

11. Limitation of Liability

Nothing in these terms affects your statutory rights. We do not exclude or limit our liability where it would be unlawful to do so (including death or personal injury caused by negligence). Our total liability to you for any other losses arising in connection with the Services, whether in contract, tort (including negligence), or breach of statutory duty, shall in no circumstances exceed twice the value of your order or £100, whichever is lower.

12. Order Processing, POS Sync, and Rejections

Upon receipt of your order, we will submit it to our Oracle Simphony POS and notify you via an on-screen confirmation and an email that your order has been received and is being processed. This confirmation indicates receipt of your request but does not guarantee fulfilment. Venues have the absolute right to reject or amend orders at any time due to stock availability, kitchen capacity, safety/allergen checks, or any other reason. If your order is rejected or cancelled, a refund will be issued in accordance with Clause 14.

13. Technical Support and Contact

If you experience any technical issues when using the online ordering system, please speak directly to a member of staff on-site (if dining in), contact the venue by telephone, or email our support team at theteam@malmaison.com.

14. Refunds and Financial Adjustments

If your order is rejected, cancelled, or otherwise refunded, the transaction will be processed through our Oracle Simphony POS system or integrated payment gateway. Funds will be returned directly to the payment card used for the purchase, typically within 48 to 72 hours, depending on your card provider's processing times.

15. Product Information, Special Diets, and Allergens

Certain food weights, portion sizes, and descriptions are approximate. Images on the platform are for illustrative purposes only.

If you have food allergies, intolerances, dietary restrictions, or special medical needs, you must actively disclose them:

• Via the Platform: You must accurately disclose your requirements when prompted by mandatory allergy questions, notes fields, or selection prompts during the online checkout process.

• Verbally to the Team: You must verbally declare your allergies or dietary requirements to a member of our venue's team when dining on-premises, collecting your takeaway, or when questioned by our staff.

• Direct Contact: If you have severe allergies, you are strictly required to contact the venue directly to discuss your requirements before placing your order.