terms of business.

These terms govern commercial dealings with Rowda Group Ltd, trading as Chaiiwala (“Chaiiwala”, “we”, “us”) when you order food and drink in store, place an order through our ordering partner, book catering, enquire about a franchise, or buy from The Originals merch range. Different parts of our business have different terms, the section that applies to you is the one that governs your purchase.

about us

Chaiiwala is a registered trademark of Rowda Group Ltd, a company registered in England and Wales. Registered office: 90 Freemens Common Road, Leicester, England, LE2 7SQ. VAT and company numbers are available on request, email hello@chaiiwala.co.uk.

ordering in store

Prices on menus and in stores are in £ sterling and include VAT where applicable. The contract is formed when the store accepts your order and takes payment. We can refuse service at our discretion, for example if a product is sold out, if a request cannot be met safely, or if behaviour towards our team is abusive.

ordering online

Online orders for collection or delivery are taken via our third-party ordering partner. Each store appears on the partner’s platform under its own subdomain (for example store.chaiiwala.co.uk). Those orders are subject to the partner’s terms of service in addition to the store-specific terms shown at checkout. Cancellation, refund and rider conduct issues for online orders are resolved with the partner first; we help where we can.

allergens & dietary information

All food is prepared in shared kitchens. We cannot guarantee any item is free from a specific allergen or from cross-contamination. Our public allergen matrix is updated as recipes change, please check it before ordering, and tell the store before paying if you have a dietary need or food allergy. For severe allergies we recommend speaking to the duty manager.

refunds & complaints

We stand behind our food. If something goes wrong (wrong order, food not as described, an issue with quality), tell the store as soon as you can; we’ll make it right, usually by remaking the item or refunding it. For online orders, raise it via the ordering partner first.

Your statutory rights under the Consumer Rights Act 2015 are not affected by these terms. If we can’t resolve a complaint to your satisfaction, email hello@chaiiwala.co.uk and we’ll look into it.

catering & events

Catering and events are quoted on a per-booking basis. A non-refundable deposit (typically 25%) is required to confirm a booking. Final guest numbers and menu choices must be confirmed at least 7 days before the event; the balance is due in cleared funds ahead of service. Cancellations made less than 14 days before the event may incur further charges to cover commitments we’ve already made on your behalf. Specific terms are issued with each quote and override these general terms where they differ.

franchise enquiries

Franchise enquiries are handled separately. Submitting an enquiry does not create a franchise agreement, an option, or any other commitment. Any franchise relationship is created only by a written franchise agreement signed by both parties.

the originals (shopify) merch

Branded merchandise sold through our Shopify store is governed by the terms shown at checkout there, including delivery times, returns and 14-day cancellation rights under the Consumer Contracts Regulations 2013.

liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded by law. Subject to that, our total liability arising out of or in connection with a transaction is limited to the price paid for the goods or services in question.

force majeure

We’re not liable for delays or failures caused by events outside our reasonable control, including utility outages, extreme weather, industrial action, supplier failures, or government restrictions.

governing law

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute arising out of them.

contact

Email hello@chaiiwala.co.uk for general queries, or write to us at Rowda Group Ltd, 90 Freemens Common Road, Leicester, England, LE2 7SQ.