General Dining Terms

Bookings

• Reservations can be made online through our website or approved booking partners.
• Whilst we will always try to accommodate requests, specific table locations or areas cannot be guaranteed.
• Guests can contact us via email at bookings@knead-pizza.co.uk or WhatsApp on 01752 279491.

Table Durations

To allow as many guests as possible to dine with us, tables are allocated for the following durations:

• 1–5 guests: 1 hour 30 minutes
• 6 guests: 1 hour 45 minutes
• 7+ guests: 2 hours

Additional time may be available upon request but cannot be guaranteed.

Late Arrivals & Amendments

• Tables will be held for 15 minutes after the reservation time. After this point we may not be able to accommodate the booking.
• Booking amendments can be made online up to 48 hours prior to the reservation, subject to availability.

Cancellations & No Shows

• Bookings of 6 guests or more require card details to secure the reservation.
• No-shows will incur a charge of £10 per missing guest.
• Cancellations made less than 24 hours before the booking may incur a charge of £10 per guest.

Dining Experience

• Knead Pizza serves traditional Neapolitan-style pizza. Our dough is long-fermented and cooked at extremely high temperatures, creating a soft and light pizza crust which is traditionally eaten with a knife and fork.
• Due to the style of service and cooking process, dishes will be brought out as and when they are ready. For larger tables this can mean a small wait before everyone is served.

Allergies & Dietary Requirements

• We handle a number of allergens within our kitchen environment.
• Guests must inform staff of any allergies before ordering.
• Whilst we take care to reduce cross-contamination, we cannot guarantee any dish is completely allergen-free.

Gluten Free

• Gluten free pizza bases and selected gluten free options are available.
• However, due to the nature of our kitchen and the high volume of flour used throughout the building, there is a significant risk of airborne flour and cross-contamination.
• As such, we do not recommend our food for guests with coeliac disease or severe gluten intolerances requiring a fully gluten-free environment.

Restaurant Policies

• Knead Pizza is a cashless venue. We accept card and digital payments only.
• Smoking and vaping are not permitted inside the restaurant.
• Well-behaved dogs are permitted in the bar area only.
• QR code ordering may be required in certain areas or during busy periods.

Celebrations

• External cakes are not permitted.
• Sharer dessert celebrations can be pre-ordered with at least 48 hours’ notice at £6 per guest.
• Balloons, confetti and decorations are not permitted within the main restaurant or courtyard.

Right of Refusal

Knead Pizza reserves the right to refuse service or entry to guests displaying abusive, aggressive or inappropriate behaviour towards staff or other customers.

Large Group Bookings (11–18 Guests)

Booking Process

• Large group bookings must be arranged directly via email at bookings@knead-pizza.co.uk.
• Large bookings are subject to availability and may only be available at selected times and days.
• Whilst we will always try to accommodate requests, specific tables or seating areas cannot be guaranteed.
• Due to the layout of our historic building, larger groups may be split across adjacent tables.
• The maximum group size for standard restaurant bookings is 18 guests. For larger events, please enquire about private hire options.

Pre-Orders

• Food pre-orders may be required for large bookings.
• If requested, pre-orders must be submitted by the deadline provided in your booking confirmation.
• Failure to provide required pre-orders may result in limited menu availability or delays in service.

Table Durations

• Large group tables are generally allocated for up to 2 hours unless otherwise agreed in writing.
• Additional time cannot be guaranteed and may be subject to minimum spend requirements during peak periods.

Deposits, Cancellations & No Shows

• Card details are required to secure all large group bookings.
• Cancellations made less than 48 hours before the booking time may incur a charge of £10 per cancelled guest.
• Guest numbers may be reduced by up to 2 guests free of charge up to 48 hours prior to the booking.
• Any reductions beyond this allowance within 48 hours of the booking may incur a charge of £10 per guest.
• No-show guests will be charged at £10 per missing guest.
• Charges may be applied to the card provided at the time of booking.

Late Arrivals

• Tables will be held for 15 minutes after the booking time.
• Late arrival may reduce your available dining time.
• In some circumstances we may be unable to accommodate significantly delayed groups.

Celebrations & Decorations

• External cakes are not permitted within the restaurant.
• Sharer dessert celebrations can be arranged with a minimum of 48 hours notice at £6 per guest.
• Balloons, confetti, banners and decorations are not permitted within the main restaurant areas.

Payments

• We are a cashless venue and accept card or digital payments only.
• Split bills may not always be possible for large groups during busy periods.

Private Dining & Courtyard Hire

Bookings

• Private hire bookings are subject to availability and are not confirmed until written confirmation has been provided by Knead Pizza.
• A minimum spend may apply depending on the booking date, time and event size.
• Final guest numbers and any required pre-orders must be confirmed by the deadline provided in your booking confirmation.

Payment Terms

• Full payment is required no later than 14 days prior to the event date unless otherwise agreed in writing.
• Failure to make payment by the due date may result in cancellation of the booking.
• All prices are subject to change until the booking is confirmed.

Cancellations

• Cancellations made more than 30 days before the booking date will receive a full refund.
• Cancellations made between 15 and 30 days before the booking date will receive a 50% refund.
• Cancellations made within 14 days of the booking date are non-refundable.
• Refunds will normally be processed within 14 days.

Guest Numbers

• Guest numbers may be reduced by up to 2 guests within 24 hours of the event, subject to any agreed minimum spend.
• Additional reductions within this period may still be chargeable in full.

Food & Service

• Menu options may change due to seasonal availability or menu updates.
• Food is served as ready to encourage a relaxed and social dining experience.
• Dietary requirements and allergies should be communicated in advance wherever possible.
• Whilst we take care to reduce cross-contamination, we cannot guarantee any dish is completely allergen-free.

Courtyard Space & Accessibility

• The courtyard is fully covered and heated, however it remains an outdoor space and guests are advised to dress appropriately during colder weather.
• Due to the historic nature of the building, wheelchair access to the courtyard may be difficult.
• Toilet facilities are located inside the main restaurant.

House Rules

The following are strictly prohibited:

• Bringing external alcohol onto the premises
• Supplying alcohol to persons under 18
• Illegal substances
• Abusive, threatening or inappropriate behaviour towards staff or guests

Knead Pizza reserves the right to end an event or refuse service if these terms are breached.

Damage & Liability

• The booking organiser accepts responsibility for the conduct of their guests.
• Any damage caused to furniture, fixtures, equipment or the building may be chargeable.
• Knead Pizza accepts no responsibility for lost, stolen or damaged personal belongings.

Venue Changes & Force Majeure

• In the unlikely event Knead Pizza is unable to host the booking, we will offer either an alternative date or a full refund.
• Knead Pizza shall not be held liable for circumstances outside of its reasonable control including severe weather, utility failures, government restrictions or other force majeure events.

Loyalty Programme

General

• The Knead Pizza loyalty programme (“Pizza Perks”) is available to registered customers only.
• By signing up to the loyalty programme, customers agree to these terms and conditions.
• Knead Pizza reserves the right to amend, suspend or withdraw the loyalty programme at any time without prior notice.

Earning Points

• Customers earn 1 point per day when spending £10 or more in a single transaction.
• Points can be earned on:
  • Eat-in orders
  • Collection orders
  • Delivery orders placed directly through the Knead Pizza website
• Orders placed through third-party delivery providers are not eligible unless otherwise stated.
• Points may only be awarded once per qualifying transaction.
• Loyalty rewards and points hold no cash value and cannot be exchanged for cash.

Rewards

Rewards are subject to change but currently include:

• Free garlic bread
• Free dessert
• Free 12” pizza
• Promotional merchandise and experiences

Available rewards and required point totals are displayed within the loyalty platform and on our website.

Redeeming Rewards

• Rewards must be redeemed in accordance with the instructions provided within the loyalty system.
• Rewards cannot be used in conjunction with other promotions, discounts or offers unless stated otherwise.
• Rewards are subject to availability.
• Knead Pizza reserves the right to refuse or cancel rewards where misuse or fraudulent activity is suspected.

Accounts

• Customers are responsible for ensuring their account details remain accurate and up to date.
• Loyalty accounts, rewards and points are non-transferable.
• Knead Pizza accepts no responsibility for lost rewards resulting from incorrect account information or technical issues outside of our reasonable control.

Termination & Abuse

• Knead Pizza reserves the right to remove points, suspend accounts or terminate loyalty memberships where:
  • Fraudulent activity is suspected
  • The programme is abused
  • Staff are subjected to abusive or inappropriate behaviour
  • These terms are breached

Changes to the Programme

• Reward structures, point values, qualifying purchases and programme rules may change at any time without prior notice.

Gift Cards, Offers & Merchandise

Gift Cards

• Knead Pizza gift cards may be redeemed against food, drink and eligible purchases at participating Knead Pizza venues only.
• Gift cards cannot be exchanged for cash, refunded or used to purchase additional gift cards.
• Gift cards must be presented at the time of redemption.
• Any remaining balance will remain on the card until the expiry date.
• Gift cards are valid for 12 months from the date of purchase unless otherwise stated.
• Knead Pizza accepts no responsibility for lost, stolen, damaged or unauthorised use of gift cards.
• We reserve the right to refuse, cancel or hold gift cards where fraud, duplication or misuse is suspected.
• If a gift card becomes faulty due to technical error, Knead Pizza may replace or reissue the remaining balance at its discretion.

Promotional Offers

• Promotional offers, discounts and vouchers are subject to availability and may be withdrawn at any time without notice.
• Unless explicitly stated, offers cannot be used in conjunction with any other promotion, discount or loyalty reward.
• Offers may be subject to date restrictions, minimum spend requirements or specific menu exclusions.
• Management reserves the right to refuse promotional offers where misuse is suspected.

Merchandise

• Merchandise purchases may only be returned where items are faulty or damaged.
• Clothing and merchandise sizing remains the responsibility of the customer.
• Knead Pizza reserves the right to refuse returns where items show signs of wear, misuse or damage after purchase.

Delivery Orders

• Delivery orders are fulfilled exclusively through Deliveroo.
• Delivery times are estimates only and may vary due to traffic, weather, rider availability and operational demand.
• Once an order has left the restaurant, responsibility for delivery timing and transport rests with Deliveroo.

Delivery Issues & Refunds

• Any issues relating to delivery orders, including missing items, delays, rider issues or refund requests, must be reported directly through the Deliveroo platform.
• Knead Pizza is unable to process refunds for orders placed via Deliveroo.
• Deliveroo remains responsible for handling payment disputes and refund decisions for orders placed through their platform.

Food Quality

• Knead Pizza serves traditional Neapolitan-style pizza, which has a naturally soft centre due to its high-temperature cooking method.
• Changes in texture, temperature and structure during delivery are normal and do not necessarily indicate a fault with the product.
• Food quality may reduce if delivery is delayed after leaving the restaurant.

Catering Orders

Booking & Confirmation

• Catering orders must be placed in advance and are subject to availability.
• Large catering orders may require a deposit or full payment in advance.
• Orders are not confirmed until written confirmation has been provided by Knead Pizza.

Amendments & Cancellations

• Amendments to catering orders may not be possible within 72 hours of the collection time.
• Cancellation charges may apply depending on the notice provided and preparation already undertaken.
• Deposits for catering orders may be non-refundable.

Collection

• Customers are responsible for collecting catering orders at the agreed time.
• Due to the nature of freshly prepared food, Knead Pizza accepts no responsibility for reduced food quality where collection is delayed.
• Risk and responsibility for the food passes to the customer upon collection.

Food & Allergies

• Customers are responsible for informing us of any allergies or dietary requirements at the time of ordering.
• Whilst we take care to reduce cross-contamination, we cannot guarantee any dish is completely allergen-free.
• Gluten free bases and options are available, however due to the high volume of flour used throughout the kitchen, we do not recommend our food for guests with coeliac disease.

Service & Presentation

• Catering food is designed for immediate consumption where possible.
• Food presentation and temperature may change during transport and service outside of the restaurant environment.

Equipment & Packaging

• Any reusable equipment supplied by Knead Pizza remains our property and may be subject to replacement charges if lost or damaged.

Website & Personal Data

Website Information

• Whilst we make every effort to ensure information on our website is accurate and up to date, errors, omissions or inaccuracies may occasionally occur.
• Knead Pizza reserves the right to amend menus, pricing, opening times and other website content without prior notice.

Online Services

• We do not guarantee uninterrupted access to our website, online ordering systems or third-party booking platforms.
• Knead Pizza accepts no responsibility for losses arising from website downtime, technical issues or third-party software failures.

Personal Data

• Personal information submitted through our website, booking systems or loyalty programme will be handled in accordance with our Privacy Policy.
• By using our services, customers consent to the collection and processing of relevant personal data for operational, booking and marketing purposes where permission has been provided.
• Customers may opt out of marketing communications at any time.

Cookies

• Our website may use cookies and similar technologies to improve user experience, website functionality and analytics.
• By continuing to use our website, users consent to the use of cookies in accordance with our Cookie Policy.

Intellectual Property

• All website content, branding, logos, photography, menus and written material remain the property of Knead Pizza unless otherwise stated.
• Content may not be copied, reproduced or distributed without prior written permission.

External Links

• Our website may contain links to third-party websites or services.
• Knead Pizza accepts no responsibility for the content, policies or operation of external websites.

Jurisdiction

• These terms and conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

Privacy Policy

Introduction

Knead Pizza is committed to protecting and respecting your privacy. This policy explains how we collect, use and protect personal information provided through our website, booking systems, loyalty programme and other interactions with us.

Information We Collect

We may collect and process the following information:

• Name
• Email address
• Telephone number
• Booking details
• Loyalty programme information
• Order history
• Marketing preferences
• Technical website usage information (such as IP address, browser type and device information)

How We Use Your Information

We use personal information to:

• Manage bookings and reservations
• Process online orders
• Operate our loyalty programme
• Respond to enquiries
• Improve our website and services
• Send marketing communications where consent has been provided
• Meet legal or regulatory obligations

Marketing Communications

• Customers may receive marketing emails or promotions where consent has been given.
• Customers can unsubscribe from marketing communications at any time using the unsubscribe link provided or by contacting us directly.

Data Sharing

We may share relevant data with trusted third-party providers including:

• Booking system providers
• Online ordering partners
• Loyalty programme platforms
• Payment processors
• Website and analytics providers

We do not sell personal data to third parties.

Data Security

We take reasonable steps to protect personal information from unauthorised access, misuse or disclosure. However, no online transmission or storage system can be guaranteed completely secure.

Data Retention

Personal information is retained only for as long as reasonably necessary for operational, legal or legitimate business purposes.

Your Rights

Under UK data protection law, customers may have rights including:

• Access to personal data
• Correction of inaccurate information
• Deletion of personal data
• Restriction of processing
• Withdrawal of consent for marketing

Requests relating to personal data can be made by contacting us directly.

Contact

Questions relating to this Privacy Policy can be sent to:

bookings@knead-pizza.co.uk

Cookie Policy

What Are Cookies?

Cookies are small text files stored on your device when visiting a website. They help websites function correctly and improve user experience.

How We Use Cookies

Knead Pizza may use cookies to:

• Enable website functionality
• Remember user preferences
• Monitor website performance
• Analyse visitor behaviour and traffic
• Support online ordering and booking systems

Third-Party Cookies

Some cookies may be placed by third-party services used on our website, including:

• Google Analytics
• Booking platforms
• Online ordering systems
• Social media integrations

These providers may collect information in accordance with their own privacy policies.

Managing Cookies

Most web browsers allow users to control or disable cookies through browser settings. Disabling cookies may affect website functionality.

Consent

By continuing to use our website, users consent to the use of cookies in accordance with this policy.

Complaints & Feedback

Raising Concerns

• We always aim to provide a great experience and encourage guests to raise any concerns with a member of the team during their visit where possible.
• This allows us the opportunity to resolve issues quickly and fairly at the time.

Contacting Us

• Complaints or feedback can be submitted via email to bookings@knead-pizza.co.uk.
• Please include as much relevant information as possible, including the booking name, date of visit and details of the issue.

Response Times

• We aim to respond to complaints within a reasonable timeframe, however response times may vary during busy periods.
• Submitting a complaint does not guarantee compensation, refunds or credit.

Refunds & Resolutions

• Any refunds, credits, replacements or goodwill gestures remain at the discretion of management.
• We may request further information, including photographs or receipts, when investigating complaints.

Delivery Orders

• Complaints relating to Deliveroo orders, including missing items, rider conduct, delays or refund requests, should be raised directly through the Deliveroo platform.
• Knead Pizza is unable to process refunds for orders placed through Deliveroo.

Staff Conduct

• We operate a zero-tolerance policy towards abusive, threatening or inappropriate behaviour directed at our staff.
• Knead Pizza reserves the right to cease communication or refuse future service where behaviour is deemed unacceptable.

Social Media & Public Reviews

• We welcome honest feedback, however Knead Pizza reserves the right not to engage publicly in ongoing disputes through social media or review platforms.
• We encourage guests to contact us directly to allow issues to be reviewed fairly.

That’s a strong final section because it:

• encourages in-service resolution
• avoids promising refunds
• protects staff
• redirects Deliveroo complaints properly
• avoids social media arguments
• still sounds human

At this point, honestly, you’ve now got a much more professional hospitality T&C framework than most independents. The only thing I’d probably add right at the very end of the whole document is a short “General Terms” clause like:

General Terms

• Knead Pizza reserves the right to amend these terms and conditions at any time without prior notice.
• Updated terms will be published on our website where applicable.
• By making a booking, placing an order or using our services, customers agree to these terms and conditions.