Terms of Service

Orders

Prawn Hub allows customers to browse menu items and place orders for collection or local delivery. All orders are subject to menu availability, kitchen capacity, opening hours, address validation, payment authorisation, and acceptance by Prawn Hub.

An order is not confirmed until payment has been authorised and Prawn Hub has accepted the order.

We may reject, cancel, or amend an order where an item is unavailable, the delivery address is outside the service area, the kitchen cannot fulfil the order safely, payment cannot be verified, or there is a suspected error, abuse, or fraud risk.

Collection and delivery

Delivery is only available within the active Prawn Hub delivery area in and around SE18 London. Delivery availability can vary based on postcode, distance, traffic, driver availability, opening hours, kitchen capacity, weather, and operational conditions.

Delivery and collection times are estimates. We will make reasonable efforts to fulfil accepted orders within the estimated time, but timing is not guaranteed.

Customer responsibility

You must provide accurate order, address, postcode, flat number, building name, delivery notes, and phone details. If the details are incomplete or incorrect, delivery may fail and you may not be eligible for a refund.

You must be available at the delivery address and contactable by phone during the delivery window.

Payments

Payments are processed by SumUp. Prawn Hub does not store full card details. A payment authorisation or successful payment screen does not by itself mean the kitchen has accepted the order.

If payment is authorised but the order cannot be accepted, Prawn Hub will review the payment and handle cancellation or refund where appropriate.

Cancellations and refunds

Cancellation and refund requests are handled under the Refund Policy. Food preparation may start quickly after order acceptance, so cancellation may not be possible once the order is accepted or preparation has started.

Accounts and acceptable use

You are responsible for keeping your account details secure and for all activity under your account. You must not misuse the app, attempt unauthorised access, submit fraudulent orders, interfere with payment systems, or abuse support, driver, or restaurant staff.

Service changes

Prawn Hub may update menu items, prices, opening hours, delivery areas, service availability, and these terms from time to time. The latest version will be published on this website.

Contact

For support, contact prawnhubburger@gmail.com.