1. Who we are and what these terms cover

We’re PLANTY LONDON LTD (company number 14958330), trading as Planty Kitchen, registered in England and Wales at Unit 20, The Circle, Queen Elizabeth Street, London SE1 2JE.

These terms cover everything you do with us: visiting the restaurant, making a reservation, ordering delivery within our zone, paying a deposit for a large group or special date, and using this website. By eating with us or placing an order, you agree to them. If you’d rather not, that’s fine — just don’t book.

We’ve written these in plain English. If a sentence sounds vaguely lawyerly, that’s because consumer law makes us include it (we’ll flag those bits when they come up — if you’re keeping score).

2. Reservations and walk-ins

We’re open Tuesday to Sunday, 12:00 to 23:59. Closed Mondays.

You can reserve in three ways:

• Phone: +44 7896 278832
• Email: hello@plantylondon.com
• The booking form on this website

We’ll confirm your reservation by email or phone, usually within a few hours. If you don’t get a confirmation, the booking didn’t go through — please get in touch.

Walk-ins are welcome. If we’ve got a free table, you’ve got a free table. On busy nights you might wait. Last orders are 30 minutes before close.

If you can’t make it, please tell us as soon as you can — even an hour’s notice helps the kitchen and the next guest. Repeated no-shows for reservations may mean we ask for a deposit before booking you in next time.

3. Deposits (large groups and special dates)

Right now we don’t take deposits. Once Stripe is set up, we’ll start asking for one in two situations:

• Large groups (more than 6 people, any day): £10 per person.
• Special dates — Valentine’s Day, Mother’s Day, Father’s Day, Diwali, Eid al-Fitr, Christmas Eve, New Year’s Eve: £15 per person.

The deposit is not an extra charge. We deduct it from your final bill on the night. If you spend less than your deposit total, the difference comes back to you.

If you need to cancel a booking with a deposit:

• 48 hours or more before your booking: full refund.
• Between 24 and 48 hours: 50% refunded.
• Less than 24 hours: deposit not refunded.
• No-show on the day: deposit not refunded, and we may decline future bookings.

The lawyerly bit. The Consumer Contracts Regulations 2013 normally give you a 14-day cooling-off period for things bought online or by phone. Hospitality bookings tied to a specific date are excluded from that right under Regulation 28(1)(h). So our 48/24-hour schedule above is the actual deadline — sorry, it’s the law, not us being awkward.

4. Allergens

We’re 100% plant-based, but plant doesn’t mean allergen-free. Full details on every dish — including the 14 statutory allergens listed under the Food Information Regulations 2014 — are on our Allergen Information page.

If in doubt, ask before ordering. Tell us in person, on the phone, or in the order notes — for delivery, the order notes field is the place. We’d rather take an extra 30 seconds than have you in trouble.

5. Delivery (our own fleet)

We deliver food ourselves — no third-party platform, no second-hand handling. That means we can stand behind every order from kitchen to door.

Where we deliver. Postcodes SE1, SE16, E1, and E1W. That covers Bermondsey, Tower Bridge, Wapping, and Shad Thames. Outside that zone, sorry — we’d rather not deliver than deliver something cold.

When. Delivery runs from opening (12:00) until 22:30. Orders placed after 22:30 will be confirmed for the next service day.

How long it takes. We aim to deliver within 60 minutes of confirming your order. On busy nights or in bad weather it can take longer — if your order will be more than 75 minutes, we’ll let you know so you can decide whether to wait or cancel for a full refund.

How. Within roughly 1 km of the restaurant we deliver by bike. Beyond that, by car. Either way it’s one of us, not a stranger.

If something’s missing or wrong. Tell us straight away — call or email while the order’s still fresh. Depending on what happened, we’ll send the missing item, refund it, or credit it against your next visit. Your call.

6. Pricing, VAT, and payment

All prices on the menu, the website, and your bill are inclusive of VAT at the current UK rate. The price you see is the price you pay.

Payment:

• Dine-in: cash, debit card, credit card. No service charge added to your bill — tips are entirely your call.
• Delivery: card only at the moment.
• Deposits (when introduced): card via Stripe.

We do not store your card details. Stripe handles payments and we never see your full card number. More on what data we do hold is in our Privacy Policy.

If we make a pricing mistake — wrong number on the menu, decimal in the wrong place — we’ll tell you before charging the corrected amount. You’re free to walk away from the order at that point with no obligation.

7. Cancellations and refunds

Short version: deposit cancellations follow the 48/24-hour schedule in Section 3. Food problems get sorted under Section 8.

For everything else (changing a booking, cancelling a delivery before it leaves, edge cases) full details are on our Refund Policy page.

8. Food quality and what to do if something’s wrong

Under the Consumer Rights Act 2015, our food has to be:

• Of satisfactory quality (not stale, not off, not undercooked when it shouldn’t be);
• Fit for purpose (it’s food — you can eat it);
• As described (the miso aubergine on the menu is the miso aubergine on the plate).

If something’s wrong, tell us — at the table or, for delivery, while the order’s fresh. We’ll work it out one of three ways:

1. Replace the item.
2. Refund the price of the item off the bill.
3. Credit it against your next visit.

You pick. We’re not in the business of arguing about a dish.

This doesn’t affect your statutory rights under the Consumer Rights Act 2015. They can’t be signed away in any contract — including this one (s.31). So even if our process disappoints you, your legal rights stand on their own.

9. Right to refuse service

We may refuse service to anyone whose behaviour puts our staff or other customers at risk — for example abuse, threats, intoxication to the point that we can’t safely serve them, repeated no-shows, or being unable to safely consume our food.

We do not refuse service based on race, religion or belief, gender, gender reassignment, sexual orientation, marriage or civil partnership, pregnancy or maternity, disability, age, or any other characteristic protected under the Equality Act 2010. If you ever feel we have, please tell us — see Section 12.

10. When things outside our control happen

Sometimes a booking or delivery can’t happen because of something neither of us can do anything about: extreme weather, transport strikes, public-health restrictions, power or water outages, or any other event genuinely beyond reasonable control.

When that happens we’ll cancel the affected booking or order and refund any deposit or payment in full as soon as we can.

We don’t use this section to wriggle out of ordinary problems. A busy Saturday isn’t force majeure, and neither is the kitchen having a bad night.

11. Our liability to you

Under UK law there are some limits we cannot put on our liability, and we’re not going to pretend otherwise:

• We cannot exclude liability for death or personal injury caused by our negligence (Consumer Rights Act 2015, s.65).
• We cannot exclude your statutory rights as a consumer (s.31).
• We cannot exclude liability for fraud.

For everything else, our total liability for any single order or booking is capped at the value of that order or booking. We hold public liability insurance that covers the restaurant for incidents within its scope.

Nothing in these terms reduces your rights under UK consumer law. If we’ve written something here that contradicts those rights, the law wins — automatically.

12. Complaints and dispute resolution

If something’s gone wrong and Sections 5, 7, or 8 didn’t get it sorted, here’s the path.

Step 1 — Tell us directly. Email hello@plantylondon.com with what happened, when, and what you’d like us to do about it. We’ll acknowledge within 3 working days and aim to resolve within 8 weeks of receiving your complaint.

Step 2 — If we can’t resolve it. Hospitality is not subject to compulsory Alternative Dispute Resolution (ADR) under the ADR for Consumer Disputes Regulations 2015, so there’s no required external scheme we have to participate in. Your routes are:

• Free advice from Citizens Advice (citizensadvice.org.uk / 0808 223 1133), who can also refer you to Trading Standards if appropriate.
• For claims of £10,000 or less, the Small Claims track at the County Court (gov.uk/make-court-claim-for-money) is designed for cases like this — no solicitor needed.

We don’t refer to the EU Online Dispute Resolution platform — UK consumers no longer use it post-Brexit, so pointing you there would waste your time.

13. Changes to these terms

We’ll change this page when we change how we operate. Small updates (typos, formatting, wording tweaks) get logged by the “Last updated” date at the top.

Bigger changes — anything that affects pricing, deposit amounts, refund schedules, or your obligations — get a banner on the website and an email to anyone with an upcoming booking, at least 30 days in advance.

Already placed an order or made a booking? It’s covered by the version of these terms that was live when you booked, not whatever’s here when you read this later.

14. Governing law and contact

These terms are governed by the laws of England and Wales, and any dispute we can’t resolve between us falls under the jurisdiction of the courts of England and Wales.

To get in touch about anything in this document:

PLANTY LONDON LTD (company number 14958330)
Unit 20, The Circle, Queen Elizabeth Street, London SE1 2JE
Email: hello@plantylondon.com
Phone: +44 7896 278832