Terms & Conditions

Please read the following terms and conditions before you use our website or buy anything on our website and check that they do not contain anything to which you are not willing to agree.

Please note that these terms and conditions do not apply to any other website or app to which our website may direct you or on which we are represented (for example, reservation booking services made via a third-party website or app or takeaway orders placed via an external food delivery service). Please see the relevant website or app for the terms and conditions applying to any such orders.

[01] DIRECT REVISION STATUS NOTICE

Important Note on This Version
This document remains exactly identical in legal substance, operational layout, and commercial wording to our previous operational agreement. No paragraph contents, legal definitions, or corporate obligations have been altered or modified in this specific text version. The text formatting has been updated solely to introduce selective visual weightings to the native system headings.

[02] THESE TERMS

These are the terms and conditions on which we supply products to you for sale. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

Our website may direct you to other websites or apps, or we may have a presence on other websites or apps. In addition, we may use the services of third parties for the matters covered by our website. Examples of this are Next Order, which handles our online ordering checkout and digital transactions, OpenTable, which processes our restaurant table reservations, and Mailchimp, which manages our email marketing database and subscriber campaigns. We make no warranties beyond those set out in these terms and conditions or as are established by law and nothing should be construed as a referral or an endorsement of any third party’s goods or services. If you choose to use a third party’s services, it will be solely at your own risk.

[03] INFORMATION ABOUT US AND HOW TO CONTACT US

Who we are
We are TAO KOI LTD and BELSIZE TAO LTD, companies registered in England and Wales acting as joint data controllers and trading as HUŎ. Our registered office is at C/O Price Bailey Llp, 3rd Floor, 24 Old Bond Street, London, England, W1S 4AP.

Dog policy
Small, well-behaved dogs are welcome on leads in our indoor restaurant spaces and freely in our outdoor seating areas. As our spaces can get busy, we ask that when indoors they stay strictly on a lead, seated on the floor and close by your side. Please also be mindful of other guests who may be less comfortable around dogs.

How to contact us
We do not operate a central customer service telephone number. For immediate issues or branch-specific enquiries, you must contact the specific restaurant branch directly by phone. For written correspondence, you can contact us by writing to us at our main email address: contact@huo.london.

How we may contact you
If we have to contact you we will do so by telephone or by writing to you at the email address you provided to us in your order.

[04] OUR CONTRACT WITH YOU

How we will accept your order
Our acceptance of your order will take place when we or our online ordering platform, Next Order, email you telling you that your order has been accepted, at which point a contract will come into existence between you and us. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because your address is outside our delivery radius, or for another reason.

Your order number
We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

[05] OUR PRODUCTS

Products and packaging may vary
We only sell fresh, perishable hot food and drink products on our website. We do not sell any long-life, dry, or physical retail goods, and we do not sell any gift cards, digital vouchers, or experiences online. The images of the products on our website are for illustrative purposes only. Your product may vary slightly from those images. The packaging of the product may vary from that shown in images on our website.

Information on our website
Without being exhaustive, the information on our website regarding the products is intended to inform you of the essential characteristics of the products. This information primarily replicates the food and beverage specifications established by our kitchens, which information may be modified from time to time. It does not replace direct communication with our restaurant staff, which alone shall have absolute force, notably in the event of any food intolerance or allergy. If you have an allergy or severe dietary requirement, you must call the branch directly before placing an order rather than relying solely on website descriptions.

Use of products
You must use any products ordered from this website for your own personal use and may not resell any of our products, whether in part or in whole, to anyone else.

[06] YOUR RIGHTS TO MAKE CHANGES

If you wish to make a change to the product you have ordered please contact the specific restaurant branch directly by telephone immediately. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change because preparation has already started, the contract cannot be altered (see section [08] below).

[07] PROVIDING THE PRODUCTS

Delivery costs
The costs of delivery will be as displayed to you on our website during the Next Order checkout process.

Fulfillment and delivery boundary
We offer click-and-collect collection directly from our branches and direct delivery. Deliveries are strictly limited to a three-mile radius from each restaurant location and are fulfilled using Uber Direct couriers. We will use all reasonable efforts to deliver your order promptly or, if applicable, at the collection time selected by you when placing your order.

We are not responsible for delays outside our control
If our supply of the products is delayed by your actions or by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.

If you are not at home when the product is delivered
Under no circumstances will we be responsible for any deterioration in product quality or for failed deliveries due to the late receipt of a delivery caused by your absence or the absence of the person delegated to receive delivery. Because our products are fresh and perishable, if you are not available to receive your delivery from the Uber Direct courier, the order will be returned to the restaurant. You will remain fully liable for the cost of the order and you will not receive a refund.

When you become responsible for the products
The products will be your responsibility from the time we deliver the product to the address you gave us or from the time you collect them from our premises.

[08] YOUR RIGHTS TO END THE CONTRACT

Ending the contract because of something we have done or are going to do
If you are ending a contract for a reason set out below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:

(a) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

(b) there is a risk that delivery of the products may be significantly delayed because of events outside our control; or

(c) you have a legal right to end the contract because of something we have done wrong.

When you don't have the right to change your mind
Because we only sell fresh, perishable hot food and drink products, customers have no right to change their mind, switch items, or cancel an order once preparation has started under the Consumer Contracts Regulations 2013. These products may be neither returned nor exchanged. We do not sell any dry, long-life products or retail merchandise that would qualify for a 14-day cooling-off period.

[09] HOW TO END THE CONTRACT WITH US AND REPORT PROBLEMS

Complaints and order errors process
We do not sell items that can be physically returned by post. If you receive the wrong order, or if there is a quality issue with your products, you must follow our strict reporting process to seek a resolution:

First: You must call the specific restaurant branch immediately by telephone to report the issue directly to the branch management team so we can investigate the issue instantly.

Second: You must follow up this phone call by emailing written details of your issue along with clear photographic evidence of the food, drink, or packaging defect to contact@huo.london within 24 hours of your order time.

We will review your electronic submission and photographs alongside our branch logs to determine eligibility for a refund or store credit.

[10] IF THERE IS A PROBLEM WITH THE PRODUCT

How to tell us about problems
If you have any questions or complaints about the product, please contact us. You cannot return items by post. You must telephone the specific restaurant branch directly by phone or write to us at contact@huo.london or at our registered address above.

Summary of your legal rights
We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. Because our food and drink products are fresh and perishable, the standard statutory provisions allowing for a 30-day rejection, six-month replacement, or six-year durability warranty do not apply to our hot food items. See also section [08] regarding your lack of right to change your mind under the Consumer Contracts Regulations 2013.

Your obligation to return rejected products
Because we only sell items that cannot be physically returned by post, you must not attempt to mail rejected food or drink items back to our registered office or operational premises. If you wish to exercise your legal rights to reject a product due to a defect or order error, you must call the specific branch immediately and follow our dual telephone and electronic verification process as set out in section, keeping the items available at your delivery location for inspection or collection if requested by our team.

Limitations
Notwithstanding the above, no refund, credit, or replacement will be accepted after the reasonable immediate consumption window or expiry of the perishable products. We do not sell canned products or retail items requiring dry storage. All perishable food and drink products must be consumed immediately upon delivery or collection. We cannot guarantee the products will satisfy the particular taste preferences of any person consuming the products.

Price and payment
Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order via Next Order.

When you must pay and how you must pay. You must pay for your order as part of your submission of the order on our website. Payment will be made via Next Order or a similar third party payment processor. We will only prepare your order once your bank or credit card company has approved the payment and Next Order has fully processed your payment. Should payment be refused for any reason, your order will be automatically cancelled and you will be notified.

[11] OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

We are responsible to you for foreseeable loss and damage caused by us
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987.

We are not liable for business losses
We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

[12] HOW WE MAY USE YOUR PERSONAL INFORMATION

How we may use your personal information
We will only use your personal information as set out in our Privacy Policy. TAO KOI LTD and BELSIZE TAO LTD act as joint data controllers.

[13] RIGHTS IN OUR INTELLECTUAL PROPERTY

You have no rights in our website intellectual property
We are the owner or the licensee of all intellectual property rights in our website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

[14] OTHER IMPORTANT TERMS

Nobody else has any rights under this contract
This contract is between you and us. No other person shall have any rights to enforce any of its terms.

If a court finds part of this contract illegal, the rest will continue in force
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Which laws apply to this contract and where you may bring legal proceedings
These terms are governed by English law.

Disputes
In the event of any dispute, please contact in the first instance our specific restaurant branch by telephone, or email us at contact@huo.london. You can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

[15] ALLERGEN DISCLAIMER AND DIETARY INFORMATION

We take the safety of our customers with food allergies, intolerances, and severe dietary restrictions with the utmost seriousness. Without being exhaustive, the information displayed on our Website regarding our fresh, perishable hot food and drink products is intended to inform you of the general characteristics and composition of our menu options. This information primarily replicates the primary recipe specifications established within our kitchens, which may be modified, updated, or substituted from time to time without prior notice.

Please note that our restaurant kitchens are busy, interactive operational environments where all fourteen registered allergens are handled, stored, and prepared. Because of the nature of open kitchen environments, the shared use of cooking equipment, fryer oils, utensils, and preparation surfaces, we cannot guarantee that any individual food or drink product is completely free from trace amounts of any specific allergen. Consequently, general descriptions on our Website do not amount to an absolute warranty or legal representation that an item is entirely allergen-free, and such descriptions cannot replace direct, real-time communication with our front-of-house team.

If you have a food allergy, an intolerance, or a severe dietary requirement, you must not rely solely on the digital text or descriptions featured on our Website or ordering portals. Instead, you are strictly required to telephone the specific HUŎ restaurant branch directly to speak with a manager and verify the precise ingredients of your chosen dishes before placing your order via the Next Order checkout mechanism. Once your order has been accepted and preparation has commenced under the Contract, we cannot alter the preparation environment retrospectively. We disclaim all civil liability and legal responsibility for any allergic reactions, adverse medical incidents, or intolerances suffered by any individual consuming our Products where the user failed to directly notify the specific operational restaurant branch by telephone prior to submitting their online transaction.

[16] AGE-RESTRICTED PRODUCTS AND ALCOHOL SALES

We operate a strict age verification policy in relation to the sale and delivery of any age-restricted products, including alcoholic beverages, available on our Website. In accordance with the Licensing Act 2003, it is a criminal offence for any individual under the age of 18 to purchase, or attempt to purchase, alcohol within the United Kingdom. Furthermore, it is a criminal offence to purchase alcohol on behalf of an underage individual. By placing an order for alcoholic beverages through the Next Order digital platform, you expressly warrant and represent that you are at least 18 years of age and that the recipient of the order is also at least 18 years of age.

We and our third-party fulfilment partners, including Uber Direct couriers, operate a strict Challenge 25 policy at the point of click-and-collect collection and direct delivery. If your order contains alcohol, the courier or restaurant staff member will request valid photographic identification (such as a current passport, a photocard driving licence, or a Proof of Age Standards Scheme card) from the individual receiving the Products if they appear to be under the age of 25. If valid photographic identification cannot be produced upon request, or if there is reason to believe that the alcohol is being purchased for an underage individual, the delivery or collection will be immediately refused. In the event of a refused delivery or collection due to a failure to provide adequate age verification, the alcohol products will be returned to the restaurant premises. Because these products form part of an order process where courier costs and administrative resources have been expended, you will remain fully liable for the complete cost of the order, and no refund or store credit will be issued.

[17] DISCRETIONARY SERVICE CHARGE, TIPPING, AND TRONC COMPLIANCE

For tables reserved via our OpenTable integration or for certain orders fulfilled across our premises, a discretionary service charge may be added to your final bill, the details of which will be clearly displayed on your receipt or digital checkout summary. In strict compliance with the Employment (Allocation of Tips) Act 2023 and the statutory Code of Practice on Tips, we confirm that one hundred percent of all discretionary service charges, card tips, and cash gratuities are distributed entirely to our restaurant team members.

These funds are managed through an independent tronc system, which ensures a fair, transparent, and legally compliant allocation among our kitchen and front-of-house staff across our operating branches. Gratuities and service charges are entirely voluntary, and if you wish to modify or remove the discretionary service charge from your bill prior to making final payment, you have the absolute right to request our restaurant staff to do so, provided this request is made in person before the transaction is finalized.

[18] RESERVATIONS, NO-SHOW POLICIES, AND LATE ARRIVALS

All restaurant table reservations made via our Website are processed automatically by our third-party reservation partner, OpenTable. When you complete a reservation booking, you will receive a confirmation email specifying the date, time, and branch location of your table. We ask that all parties arrive promptly at their designated reservation time. Because our indoor and outdoor restaurant spaces are highly interactive and experience high demand, we can only hold a reserved table for a maximum of 15 minutes from the confirmed booking time. If your party has not arrived within this 15-minute window, and you have not contacted the specific restaurant branch directly by telephone to notify them of your delay, we reserve the absolute contractual right to cancel your reservation and reallocate the table to other diners.

For peak trading periods, special events, or large group bookings, we may require you to provide your credit or debit card details via the secure OpenTable portal to secure your reservation. In such instances, no charges will be made to your card at the time of booking. However, if you fail to attend your reservation (a No-Show), or if you fail to cancel your booking within the specific cancellation window defined during the reservation process (typically 24 or 48 hours prior to the seating time), we reserve the right to charge a fixed cancellation fee per guest to the card provided. This cancellation fee is non-refundable and represents a genuine pre-estimate of the loss and operational costs incurred by the restaurant for an empty table.

[19] THE RIGHT TO REFUSE ENTRY, SERVICE, AND PREMISES BEHAVIOUR

We retain an absolute common law right and complete operational discretion to refuse entry to our premises, refuse to serve any customer, or cancel any confirmed reservation or online order at any time. Our management teams across all HUŎ branches are authorised to request that an individual or group leave our indoor restaurant spaces or outdoor seating areas immediately if they exhibit behaviour that is disruptive, abusive, aggressive, unhygienic, or dangerous to our staff members or other diners.

This right to refuse service applies equally to instances where guests fail to comply with our established dog policy (for example, by allowing dogs to remain off leads indoors or failing to manage a disruptive animal), or where individuals refuse to cooperate with standard regulatory requirements such as age verification. If we cancel an online order or terminate a restaurant visit due to a breach of our premises behaviour standards, we shall have no liability to you for any resulting inconvenience, and you will remain fully liable for any food or drink items that have already been prepared or consumed.

[20] LARGE GROUP BOOKINGS, PRIVATE HIRES, AND SEPARATE EVENT AGREEMENTS

For large group reservations, private hires, partial venue bookings, or private dining experiences across our HUŎ branch premises, a separate, legally binding event agreement and bespoke confirmation contract (the Event Contract) will be issued directly to you by our events management team. The specific rules, deposit terms, payment structures, cancellation policies, minimum spend limits, and property guidelines set out in that separate Event Contract will supplement and, where a conflict arises, override these general Website Terms and Conditions. For the purposes of these terms, a large group booking or private hire includes any party or event arrangement that cannot be executed automatically through our standard OpenTable online reservation widget.

To secure and confirm any large group booking or private event at our premises, you will be required to pay a non-refundable deposit of £350.00, and a booking will only be deemed formally confirmed once this deposit has been received and a written booking confirmation has been issued by our events manager. Please note that an automatic payment receipt or third-party digital payment confirmation from our financial processors does not constitute a formal confirmation of your event date. The outstanding balance for your agreed set menu, less the £350.00 deposit already paid, must be settled in full no later than 7 days prior to your scheduled event date via our designated Square payment link or a cleared BACS transfer, failing which we reserve the absolute right to cancel your booking and retain the deposit.

Because we source fresh, high-quality, and perishable ingredients, all our private dining and event menus are based strictly on seasonal availability and may be subject to variation or change at our absolute discretion. You are contractually required to confirm your final guest numbers, submit your comprehensive food and beverage pre-orders, and communicate all severe food allergies, intolerances, and dietary requirements no later than 7 days prior to your event date. Any reductions in guest numbers or cancellations of pre-ordered items made after this final 7-day confirmation deadline will not be eligible for any refund, credit, or reduction in charges, and will remain fully payable at the original contract rate.

Furthermore, all event bookings are allocated for a maximum standard duration of three and a half (3.5) hours within our designated operational windows, and all food orders must be finalized within our strict kitchen opening hours (which close at 10:30pm Monday to Saturday and 9:30pm on Sundays). Only food and beverages purchased directly from the venue within your allocated event space will contribute towards any contractually agreed minimum spend threshold, and external catering, drinks, or unapproved third-party suppliers are strictly prohibited on our premises. A discretionary service charge of 12.5% will be added to all event bills, which is distributed entirely to our team through our compliant tronc system and does not contribute towards your agreed minimum spend. By making a payment via a Square payment link or otherwise executing an event deposit, the client explicitly acknowledges that they have read, understood, and agreed to both these website terms and the heavy provisions of our private Event Contract in full.