The Oriental

Terms of Service

Last updated 7th November 2026.

1. About these terms

These terms apply when you use the The Oriental app or website (the "App") and when you place an order or book a table through it. Please read them before you order. By using the App, you agree to these terms.
Two businesses are involved:
- The App provider: My Orders Ltd, a company registered in England and Wales (company number 10203147) ("My Orders", "we", "us"). We develop, publish and operate the App.
- The Restaurant: The Oriental, 3 Pound Hill Parade, Crawley, RH10 7EA (the "Restaurant"). The Restaurant prepares and sells the food and drink you order.
When you place an order, your contract to buy the food and drink is with the Restaurant. My Orders provides the App you use to place that order.
How to contact us:
- About an order (food, allergens, delivery, collection, refunds): contact the Restaurant on 01293 542828
- About the App itself (technical problems or your data): My Orders at [email protected].

2. Using the App

You must not misuse the App. That includes placing fraudulent or fake orders, trying to get unauthorised access to the App or our systems, interfering with how the App works, or copying, modifying or reverse-engineering it except where the law allows.
We give you a personal, non-transferable licence to use the App on devices you own or control, for your own non-commercial use. The App's software and design belong to My Orders. The Restaurant's name, logo, menu and photos belong to the Restaurant. Your use of the App is also subject to the terms of the app store you downloaded it from.
We aim to keep the App available and working, but we can't promise it will always be uninterrupted or error-free. We may need to update the App from time to time, and some updates may be needed for it to keep working.

3. Menu, prices and allergens

The Restaurant sets the menu, prices and opening hours, and may change them at any time. The price shown at checkout when you place your order is the price you pay.
Prices include VAT where it applies. The total shown before you confirm your order includes all compulsory charges, such as any delivery charge.
Allergens. The Restaurant is responsible for the allergen information it provides, which is shown in each menu item's details in the App. If you have a food allergy or intolerance, please contact the Restaurant before ordering. Food is prepared in a kitchen that handles allergens, so the Restaurant can't guarantee any dish is completely free of them.
Photos of dishes are for illustration only. What you receive may look slightly different.

4. Placing an order

When you place an order, you are offering to buy those items from the Restaurant. A contract is formed when the Restaurant accepts your order, which you'll see confirmed in the App (and by email, if you gave an email address).
The Restaurant may decline an order, for example if an item is unavailable, it is closed or too busy, your address is outside its delivery area, or payment can't be verified. If you have already paid for an order that is declined, you'll get a full refund.
Please check your order before you confirm it. Once the Restaurant has accepted it, changes may not be possible. Contact the Restaurant if you need to change something.

5. Payment

You can pay using the methods shown in the App. Card payments are processed securely by Stripe on behalf of the Restaurant. Neither My Orders nor the Restaurant stores your full card details.
If you pay online, payment is taken when you place your order. If the Restaurant declines or cancels your order, you'll be refunded in full.

6. Collection and delivery

Collection and delivery times shown in the App are estimates. The Restaurant will do its best to meet them, but delays can happen, especially at busy times.
If you choose delivery, please give an accurate address and any instructions, and make sure someone is available to receive the order. If the driver can't reach you after a reasonable attempt, the Restaurant may not be able to redeliver or refund the order.
If you choose collection, please collect your order at the time shown. The Restaurant may not be able to hold food that isn't collected soon after that time.
The order becomes yours, and your responsibility, once it has been delivered to you or collected.

7. Alcohol and age-restricted items

If the Restaurant sells alcohol, it is only sold to people aged 18 or over. By ordering alcohol, you confirm you are 18 or over.
You may be asked for photo ID on delivery or collection. The Restaurant will not hand over alcohol if no valid ID is shown, if the person receiving it appears to be under 18, or if they appear to be intoxicated.

8. Cancellations, problems and refunds

Because food is prepared to order and spoils quickly, the usual 14-day right to cancel online purchases does not apply. If you contact the Restaurant within 5 minutes of placing your order, you can cancel it for a full refund. After that, the Restaurant may still be able to cancel and refund your order if it hasn't started preparing it.
If something is wrong with your order (for example, an item is missing, incorrect or not of satisfactory quality), please contact the Restaurant promptly with your order details. Under the Consumer Rights Act 2015 you are entitled to food that is of satisfactory quality and as described. Because a repair or replacement usually isn't practical for food, the Restaurant will refund the affected items. It may also offer a voucher instead.
Refunds are made to the payment method you used and normally arrive within 5–10 working days, depending on your bank.
Nothing in these terms affects your legal rights. For advice about your rights, contact Citizens Advice.

9. Our responsibility to you

The Restaurant is responsible for the food and drink it sells, including its preparation, food safety, allergen information and delivery. My Orders is responsible for the App.
If either of us fails to comply with these terms, it is responsible for loss or damage you suffer that is a foreseeable result of that failure or of its failure to use reasonable care and skill. Neither of us is responsible for loss or damage that was not foreseeable. The App is for your domestic and private use, so neither of us is responsible for any loss of profit, business or business opportunity.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for breach of your rights under the Consumer Rights Act 2015, or for anything else that cannot be limited or excluded by law.
If the App damages a device or digital content belonging to you because we failed to use reasonable care and skill, we will either repair the damage or compensate you.
Neither of us is responsible for delays or failures caused by events outside our reasonable control.

10. Your personal data

Our Privacy Policy explains how My Orders and the Restaurant collect and use your personal data, and your rights over it.

11. Changes to these terms

We may update these terms from time to time, for example to reflect changes in the law or in how the App works. The terms in force when you place an order apply to that order.

12. Complaints and disputes

If you have a complaint, please contact the Restaurant (about an order) or My Orders (about the App) using the details in section 1.
These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in the courts of the country where you live.

13. Other important terms

These terms are between you, My Orders and (for your orders) the Restaurant. No one else has any right to enforce them.
If a court decides any part of these terms is invalid, the rest will still apply.
If we don't enforce a term straight away, we can still enforce it later.
My Orders may transfer its rights and obligations under these terms to another organisation. This will not affect your rights.

Privacy Policy

Last updated 7th November 2026.

This policy explains how your personal data is collected and used when you order food or book a table through the The Oriental app or website (the "App"), which My Orders Ltd publishes for The Oriental. It doesn't cover personal data you give The Oriental in other ways, such as in person or by phone.

1. Who is responsible for your data

The Oriental (the "Restaurant") is the controller of the personal data you give when you place an order or book a table, and of any marketing it sends you.
My Orders Ltd (company number 10203147, registered in England and Wales) builds and runs the App and processes that data on the Restaurant's behalf. My Orders is also the controller of the technical data used to keep the App working and secure, such as crash reports and server logs.
For privacy questions, contact My Orders at [email protected] and we will deal with your request or pass it to the Restaurant where needed.

2. What we collect

Contact details: your name, phone number, email address and delivery address.
Order and booking details: what you order, when, any notes you add, and table booking details.
Payment details: card payments are handled by Stripe. We receive confirmation of payment and limited details such as the card type and last four digits, never your full card number.
Marketing preferences: whether you have opted in to marketing.
Technical data: your device type, operating system, app version, IP address, and crash and error reports.

The App doesn't ask you to create an account. If you include allergy or dietary information in an order note, it is used only to prepare that order.

3. How we use your data, and why we're allowed to

To take, prepare and deliver your order or booking, and to contact you about it (including email confirmations). We need to do this to carry out your contract with the Restaurant.
To send you marketing about offers, if you opt in when you order. This is based on your consent, which you can withdraw at any time.
To keep the App working and secure: diagnosing problems, preventing fraud and improving the App. This is in our legitimate interests in running a reliable, safe service.
To keep financial records of orders and payments, because the law requires it.
Allergy or dietary information you choose to add to an order is used, with your consent, only to prepare that order.

4. Marketing

You'll be asked whether you'd like to receive marketing each time you place an order or book a table. We won't send you marketing unless you opt in.
If you don't order for 13 months, you'll automatically stop receiving marketing.
You can opt out at any time using the unsubscribe link in any marketing email, or by emailing [email protected] .

5. Who we share your data with

Between the Restaurant and My Orders, as needed to provide the App and fulfil your order.
With the Restaurant's delivery drivers: your name, address, phone number and order.
With service providers who help us run the App, under contracts that protect your data: Stripe (payments), DigitalOcean (hosting), Brevo (email), Sentry (crash reporting), and Google and Apple (app distribution and notifications).
With the police, regulators or others where the law requires it.

We don't sell your personal data, and we don't use it for third-party advertising.

6. International transfers

Some of our service providers store or access data outside the UK, for example in the United States. Where they do, the transfer is covered by UK adequacy regulations (such as the UK–US data bridge) or by approved contractual safeguards, such as the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.

7. How long we keep your data

Order and payment records: 6 years, to meet tax and accounting rules.
Marketing consent: until you opt out, or 13 months after your last order.
Crash reports and server logs: up to 90 days.

After these periods, your data is deleted or anonymised.

8. Your rights

You have the right to:

Access: ask for a copy of the personal data we hold about you.
Rectification: ask us to correct data that is inaccurate or incomplete.
Erasure: ask us to delete your data in certain circumstances.
Restriction: ask us to limit how we use your data in certain circumstances.
Portability: ask for data you gave us in a format you can take to another organisation.
Objection: object to processing based on legitimate interests, and to direct marketing at any time.
Withdraw consent: where we rely on your consent, you can withdraw it at any time.
Automated decisions: we don't make decisions about you based solely on automated processing.

To use any of these rights, including asking us to delete your data, email [email protected] . We'll respond within one month and may ask for information to confirm your identity.

If you're unhappy with how we've handled your data, please tell us so we can try to put it right.

9. Cookies on the website

The The Oriental website uses only essential cookies. These keep your basket and checkout working and remember details you've entered. We don't use advertising cookies. You can block or delete cookies in your browser settings, but parts of the website may not work without them.

10. Children

The App is not intended for children under 16. If you are under 16, please ask a parent or guardian to place an order for you.

11. Changes to this policy

We may update this policy from time to time. The date at the top shows when it last changed. If we make important changes, we'll let you know in the App.

12. Contact us

For questions about an order, please contact The Oriental on 01293 542828. For questions about your personal data, email My Orders at [email protected] .

Refund Policy

If you contact The Oriental within 5 minutes of placing an order, you can cancel it for a full refund.

If something is wrong with your order, such as a missing or incorrect item, or food that isn't of satisfactory quality, please contact The Oriental promptly by phone. You're entitled to a refund for the affected items. The Oriental may also offer you a voucher. See section 8 of the Terms of Service for full details.