TERMS & CONDITIONS

1. About us and application

Crow & Co is a coffee shop located at Platform 1, Stoke Mandeville Railway Station, Buckinghamshire. We serve premium coffee, hot and cold drinks, cakes, pastries, smoothies and other products available on our menu. These Terms and Conditions apply to purchases made through our website, Click & Collect orders and relevant in-store services. Nothing in these terms affects your statutory rights under applicable UK consumer protection legislation.

2. Opening hours and collection

Monday to Friday: 06:00–13:00. Saturday: 08:00–12:00. Sunday: Closed. Opening hours may vary during public holidays, religious festivals, station disruption or exceptional circumstances. Click & Collect collection slots are subject to availability and shop opening. Please arrive at the confirmed collection time and quote your order reference. Orders may be prepared close to the collection time; hot and chilled items can deteriorate if collected late. If you are delayed, contact us promptly. We cannot guarantee replacement of items left uncollected, subject to statutory rights.

3. Menu, prices and availability

Menu descriptions, images, ingredients, portion sizes and availability may change. Photos are illustrative. Prices are displayed in GBP and the final total, including any applicable fees or taxes, will be shown before payment. Any error affecting an order will be explained and an appropriate remedy offered. We may decline or cancel an order if an item is unavailable, the shop cannot fulfil it safely, payment is not authorised or a genuine pricing error occurs. If we cancel a paid order, we will refund the affected amount.

4. Food hygiene and safety

We aim to comply with applicable UK food safety and hygiene requirements, including safe food handling, cleaning, temperature control, storage, staff training and traceability as appropriate to our activities. Food safety concerns are taken seriously and investigated promptly. We will provide accurate, legally required food information. Any published food hygiene rating must reflect the current rating issued by the relevant authority; this document makes no claim about a specific rating. Customers should consume or refrigerate products promptly as appropriate and follow any provided storage advice.

5. Allergens, dietary needs and cross-contact

Important: Please tell us about allergies or intolerances before placing or collecting an order. Ask a member of staff for current allergen information. Ingredients and suppliers may change, and products may be prepared or handled in shared areas and with shared equipment. We cannot guarantee an allergen-free environment. Online menus should show required allergen information before purchase and again at handover where applicable, including requirements for prepacked for direct sale (PPDS) items. If we cannot safely accommodate an allergy request, we may refuse or cancel the affected order and refund it. Do not rely solely on general menu labels such as 'vegan' or 'gluten-free' to assess allergy safety.

6. Online ordering, payment and 10% service fee

All Click & Collect orders must be paid in full online through our approved checkout before the order is confirmed. We do not accept payment on collection for orders placed using the online Click & Collect service. A 10% online transaction and service fee is added to the food and drink subtotal to help cover payment processing, administration and other associated operating costs. The fee amount and the complete order total, including any applicable taxes, must be clearly shown before the customer places an order and authorises payment. Example: items costing £10.00 incur a £1.00 fee, making £11.00 in total. The fee must not be presented as an unavoidable surprise charge after checkout. Customers must provide accurate contact details and select an available collection slot during our opening hours. An order is accepted once confirmation is issued. We do not request complete card details by email or messaging apps. If online ordering is unavailable, we may temporarily suspend Click & Collect.

7. Collection, no-shows, cancellations and refunds

Customers should collect their orders at the confirmed time and quote their order reference. Freshly prepared coffee, food and chilled drinks may lose quality if left uncollected. If a customer does not attend and does not notify us, an order that has been prepared and made available for collection will normally be treated as a no-show and no refund will be given for a change of mind or failure to collect. Please contact us as soon as possible if delayed. For fresh, perishable or made-to-order food and drink, the usual 14-day distance-selling change-of-mind cancellation right may not apply. Requests to amend or cancel before preparation begins will be considered where operationally possible. The no-show rule and any fee policy do not override statutory rights. If an order is faulty, unsafe, incorrectly supplied, not as described, or not made available due to an issue attributable to Crow & Co, customers may be entitled to a replacement, full or partial refund, including applicable charges where required by law. If we cancel or cannot fulfil a paid order, we will refund the affected payment, including the corresponding online fee. Refunds will normally be returned to the original payment method. For help email admin@crowandco.co.uk or telephone 07981 119379

8. Temporary closure, festivals and disruption

We may close, shorten hours, restrict collection slots or suspend ordering due to bank holidays, religious or cultural festivals, staff availability, food safety concerns, equipment failure, planned maintenance, severe weather, utilities outages, security incidents, rail or station restrictions, or other circumstances beyond our reasonable control. Where practicable, we will post advance notice on our website, ordering platform and/or shop signage. For an accepted and paid order that we cannot fulfil because of closure, we will contact the customer where possible and offer a suitable alternative collection arrangement or a refund. We will not retain payment for items we cannot supply.

9. Complaints and resolution process

We welcome feedback about service, food quality, cleanliness, allergens, accessibility, online ordering and payments. Complaints may be raised in person, by email at admin@crowandco.co.uk or by telephone on 07981 119379 .Please include the date, approximate time, order reference, description and preferred resolution. Avoid sending unnecessary sensitive personal information. Our proposed service targets: acknowledge written complaints within 2 working days and aim to provide a substantive response within 10 working days. Complex matters may take longer; we will explain any delay. A manager will review relevant evidence and may offer an apology, explanation, corrective action, replacement or refund where appropriate. If dissatisfied, customers may request management review. These are service aims, not restrictions on legal rights. Suspected food poisoning, severe allergic reactions or other immediate safety risks should be reported promptly; seek urgent medical help where needed. Customers may also contact the relevant local authority environmental health / food safety team or other competent regulator.

10. Respectful service, safeguarding and accessibility

We aim to treat customers fairly and respectfully and make reasonable adjustments for disabled customers in line with applicable law. Please contact staff if assistance is needed. Abuse, threats, harassment or unsafe behaviour towards staff or other customers will not be tolerated; service may be refused where lawful and proportionate.

11. Website content and intellectual property

The Crow & Co name, logo, branding, photographs, menu text and website materials may be protected by intellectual property rights. Customers may use the website for personal, lawful ordering and information purposes; copying or commercial reuse requires permission unless permitted by law. Third-party links and service providers may have separate terms.

12. Privacy, cookies and security

We process order and contact details to fulfil purchases, handle enquiries and meet legal obligations. A separate, website-specific Privacy Notice should identify the data controller, lawful bases, recipients, retention periods, rights and ICO complaint route. Non-essential cookies and tracking should be handled through an appropriate consent mechanism where required. Group-level certification does not automatically mean that this coffee shop, food safety system or ordering platform is separately certified. No certification guarantees that a website is risk-free.

13. Changes to these terms

We may update these terms to reflect operational, legal or service changes. The current version and effective date will be published on the website. Material changes affecting accepted orders will be handled fairly and in accordance with applicable law.

14. Governing law and contact

These terms are governed by the laws of England and Wales, without affecting mandatory consumer protections. Customers retain the right to use the courts or other remedies available under applicable law. Location: Crow & Co, Platform 1, Stoke Mandeville Railway Station, Buckinghamshire. Customer service: admin@crowandco.co.uk or by telephone on 07981 119379

Pricing, Inflation and Supplier Cost Adjustments

Crow & Co may review and adjust the prices of its products and services from time to time to reflect inflation and changes in supplier prices, ingredients, staffing, utilities, packaging, transport, taxes and other reasonable operating costs.
Prices may be changed for future purchases without individual advance notice. The current product prices and all mandatory charges will be clearly shown to customers before an order is placed or payment is made.
Once a Click & Collect order has been accepted and paid for, its agreed total price will not be increased because of a subsequent price change. Any revised prices apply only to future orders.
Online Click & Collect orders must be paid for in full in advance. A 10% online transaction and service fee applies and will be separately identified before payment, with the full payable total displayed before checkout is completed.
All prices are in pounds sterling (GBP). Applicable taxes and compulsory fees will be included or clearly identified in the total before payment, in accordance with UK consumer pricing requirements. Nothing in this policy affects customers’ statutory rights.
Customer enquiries: admin@crowandco.co.uk or by telephone on 07981 119379