The agreement
Terms
Short, because there isn't much to it. You order food, we cook it, you pay for it. What follows is the handful of things worth writing down.
Who you're dealing with
Niito's Kitchen is a sole trader business at 46 Godman Road, Chadwell St Mary, Grays, Essex RM16 4SJ. Contact: hello@niitoskitchen.com. "We" and "us" on this site mean that business; "you" means whoever is placing the order.
Placing an order
Adding food to a basket isn't an order. The contract starts when we accept it — which is the confirmation email, not the moment you press the button. Until then we can turn an order down: the kitchen may have closed, an ingredient may have run out, or the address may be outside where we drive.
Prices and fees are the ones shown at checkout, and the checkout is what charges you. If a price on the menu is obviously wrong — a decimal point in the wrong place — we'll tell you before making anything rather than hold you to it.
You can order as a guest. If you'd rather we remembered your details, you can keep them at checkout or make an account first — that's the only difference between the two.
Paying
Card payments are handled by Stripe. We never see or hold your card number — all we're told is the brand and the last four digits, so you can recognise a card you've saved.
An order that isn't paid within a day is cancelled automatically. Nothing is charged and nothing is cooked.
Cancelling, and the fourteen days you don't get
Most things bought online come with a fourteen-day right to change your mind. Freshly prepared food is one of the exceptions the Consumer Contracts Regulations make, and this is the one clause on the page worth actually reading.
In practice: before the kitchen starts cooking, ring us and we'll refund in full. Once it's in the pot the ingredients are gone and we can't.
If something is missing, wrong, cold or very late, that's a different matter entirely and we'll put it right — see the delivery policy.
Allergies and what's in the food
Every dish lists its allergens and we take them seriously — anything saved to your account is printed on the kitchen ticket for every order you place.
We cook in one kitchen, so we can't promise a dish is free of any trace of anything. If a reaction would be severe, ring us before ordering rather than relying on a note in a box.
Your account
Keep your password to yourself; orders placed from your account are treated as yours. Tell us straight away if you think somebody else has got in, and change your password — we email you every time one is changed, for exactly this reason.
You can close your account at any time, and it's reversible for thirty days. You can also have your details deleted outright, immediately. Both are in your account settings, and the privacy notice explains exactly what each one does.
We can suspend an account — for chargebacks, abuse, or repeatedly not being there for a cash order. We'll tell you why, and it doesn't touch your right to your own data: you can still ask for a copy or have it deleted.
Reviews
Write what you actually think — that's the point of them. We read every one and we reply publicly. We'll take one down if it names someone, is abusive, or is about an order that never happened, and we'll say so rather than removing it quietly. Publishing it here gives us permission to show it on the site; you can ask for it to be removed at any time.
This site
The photographs, recipes, words and design here are ours — see the photo credits for the ones that aren't. Please don't republish them as your own.
We try to keep the site up and accurate, and sometimes it will be neither. We're not liable for losses beyond what's reasonably foreseeable from an order of food, and nothing here limits liability for death, personal injury or fraud — which cannot be limited, and shouldn't be.
Complaints, and the law that applies
Tell us first: hello@niitoskitchen.com, with your order number. Most things are sorted the same day.
These terms are governed by the law of England and Wales, and the courts there deal with any dispute. Your statutory rights as a consumer are unaffected by anything on this page.
Last updated 26 August 2026. We'll post any change here, and it applies to orders placed afterwards — never retrospectively to one already accepted.