Terms and Conditions

The Good Food Guide website Terms and Conditions

This Good Food Guide website is owned and operated by Waitrose Limited, as the owner of The Good Food Guide (“we”, “us” or “our”).

By your use of this website, or by placing an order or by registering with us, you agree to be bound by the Terms and Conditions below. If you do not agree to be bound by these Terms and Conditions you may not use or access this website and our goods and services.

References to this website in these Terms and Conditions apply to this website however you access it (including accessing this website through our mobile applications or a version of this website optimised for use on mobile devices). Whenever you access this website through a mobile application or mobile-optimised version of this website, the section of these Terms and Conditions entitled “Mobile Access” also applies.

Please read these Terms and Conditions carefully. We recommend that you also print a copy for your reference.

Any questions regarding these Terms and Conditions or subsequent issues should be directed to:

Waitrose Customer Care Team
Waitrose Limited
Doncastle Road
Southern Industrial Area
Bracknell
RG12 8YA

Telephone: 0800 188 884
email: customerserviceteam@waitrose.co.uk

VAT number: 232457280 -  Waitrose Ltd Registered Office
171 Victoria Street
London
SW1E 5NN 


Identity of supplier

Unless stated to the contrary on this website, the goods and services supplied in accordance with any contract made through this website are supplied by Waitrose Limited.

General Terms

These general terms (including the privacy policy) apply to anyone visiting thegoodfoodguide.co.uk or using any of The Good Food Guide products and services.

We may change our Terms and Conditions at any time, so please do not assume that the same terms will apply to future orders or uses of this website. We reserve the right to:

  1. modify or withdraw, temporarily or permanently, this website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the website. Where feasible, we will try to give you advance notice of any major modification to or withdrawal of the website. In particular, you acknowledge that we may terminate these Terms and Conditions on one (1) month's prior notice (see Termination below); and/or
  2. change the Terms and Conditions from time to time. It is your responsibility to check regularly to determine whether the Terms and Conditions have been changed: any change will usually take effect on publication. Where we think that a change is likely to be important to you, we will notify you in advance, through email or any other appropriate method of notification. If you do not agree to any change to the Terms and Conditions then you must immediately stop using this website.

Your responsibilities

You must not do anything to damage or disrupt our website and you must not use our website in a way that may cause a nuisance to others.

Please ensure any content you print or download from our website is for your personal use only.  You must not use or encourage others to use our website (or its contents) for their or your commercial gain or in a way that could damage our reputation.

You are responsible for ensuring that any content that you download from this website is compatible with your device. Please download content with care because you will be responsible for any damage to your computer system that may result.

User generated content terms: Please comply with our user generated content terms if you are using any of our interactive services that allow you to add material to our website (for example, text or images).

Registration requirements

You will be required to register to use some of the services available from this website. We may decline a registration request at our sole discretion. By registering for the services, you agree to these Terms and Conditions and agree that:

  • The personal information that you are required to provide when you register as a customer is true, accurate, current and complete in all respects.
  • You will notify us immediately of any changes to the personal information by updating your details on the 'Your Account' page on the website or by contacting editors@thegoodfoodguide.co.uk
  • You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

Waitrose may deactivate your account immediately by email notice if any amount due to us is unpaid, or if your account is inactive for more than 12 months.

Collecting information about you

We take the security of personal information very seriously. So we can provide a high level of service, it is important for us to understand how our visitors use our website, and so we will collect information about you. We will collect information in accordance with our Privacy and Cookie Policy. Please take the time to read these policies so you understand exactly what information we collect and why.

When registering or placing orders, you will be asked to provide your name, address and email address. We recognise the importance of privacy, so if you are using our website under a pseudonym we will keep your true identity secret (if this is feasible) unless we are legally obliged to reveal it.

Availability and accessibility

We will aim to ensure our website is always available, but there may be times when, unfortunately, it will not be.  We will try and keep any periods when our website is unavailable to a minimum.

We will try to ensure our website is accessible to everyone who visits it.  If you are having problems accessing the website, then please contact us to see what we can do to help.

Linking to other websites

Certain links in this website will lead to websites, owned by third parties, which are not under our control. Your use of those websites will be subject to the third parties' terms and conditions. When any of these links are activated you will leave our website and we have no control over and will not accept responsibility, or liability, for any material or service contained on any website which is not under our control nor does the existence of such links represent any endorsement or other acceptance of responsibility or liability by us for any goods or services provided or available on such sites.

Linking to our website

If you link to our website, please make sure that:

  • You only link to our homepage thegoodfoodguide.co.uk unless you have our prior written permission to link elsewhere. You can request our permission by contacting editors@thegoodfoodguide.co.uk
  • Any links are used in a fair and reasonable manner and their use will not damage or take advantage of the reputation of The Good Food Guide.
  • You do not create the impression that there is any association, approval or endorsement on our part if none exists.
  • If anyone clicks on the link you provide to our website, it opens our website in a new page and not within a frame on your website.
  • If we ask you to remove or change a link to our website, you do immediately.

Liability

Nothing in these Terms and Conditions excludes or limits our liability, or that of our employees or agents, for:

  • death or personal injury caused by our negligence;
  • fraud or fraudulent misrepresentation;
  • any breach of the implied terms of sections 49 and 50 of the Consumer Rights Act 2015; or
  • any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.

If we breach these Terms and Conditions, we shall only be liable for losses which are direct losses (i.e. losses that were foreseeable to both parties as a consequence of our breach, when the contract was formed). To the fullest extent permitted by applicable laws, we hereby exclude liability for any other claims, losses, demands, or damages of any kind whatsoever with respect to the website or any of the information or content about any goods or services, software or advertisements contained on, distributed through, or linked, downloaded or accessed from the website (together, the "Materials"). This will apply whether such claims, loss or damages arise in tort, contract, negligence, under statute or otherwise.

Except as otherwise permitted by law, our total liability to you in respect of all losses arising under or in connection with these Terms and Conditions, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the purchase price of any goods that you have purchased from us (if applicable).

You agree that we are not liable to you for any loss you may suffer as a result of:

  • any mistake we make with the content on our website;
  • any parts of our website being unavailable or inaccessible;
  • your use of any organisation’s website that you can access from our website (including any purchase from that organisation and any use they make of the personal data you provide to them);
  • the downloading of any material from our website;
  • the content added to our website by people using our interactive services;
  • using a restaurant or other eating establishment reviewed on The Good Food Guide website.

We have taken every care in the preparation of the content of this website. However, to the extent permitted by applicable law, we do not represent or warrant the accuracy or reliability of any of the Materials.

Notwithstanding the foregoing, if you are a consumer your statutory rights are not affected. In particular, nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or misdescribed goods, or your right to receive goods ordered within a reasonable time. For further information about your statutory rights contact your local authority, Trading Standards Department or Citizens Advice Bureau.

If any provision of these disclaimers and exclusions shall be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

Your responsibilities

All information or content transmitted by any functionality made available on this website (including any mobile applications or a version of the website optimised for use on mobile devices), including ‘share’ functionality are the responsibility of you, the sender. You confirm that by using this service you will not transmit any material which could be considered offensive, obscene or otherwise objectionable.  We can not be held liable either directly or indirectly for the content of any such functionality, or for any loss nor damage of any kind which you may incur as the result of your use of this service.  You hereby agree to indemnify Waitrose and John Lewis Partnership plc for any such loss which may have occurred.

If you intend to use an establishment reviewed on this website, please take the time to check that establishment is right for your individual circumstances because if you use that establishment, you will do so at your own risk. We will not be a party to the contract between you and that establishment, and will not be responsible for any loss you may suffer as a result.

Other important information

  • What happens if you do not comply with our terms?We will treat any non-compliance as a serious issue, and if we think you have breached any of these terms, we may take any action that we consider appropriate. This may include:
    • the temporary or permanent suspension of your access to our website and/or your membership;
    • legal action against you, possibly to recover any financial loss that we have suffered as a result of your actions; or
    • publishing a statement on any of our websites detailing your actions.
  • If anyone complains about your use of our website, you agree that we can control the handling of any such dispute and that you will fully support and co-operate with this.
  • English law shall apply to all our terms and conditionsand any disputes shall be in the exclusive jurisdiction of the English courts.  
  • To the extent permitted by law, these Terms and Conditions supersede any other terms and conditions previously published by us and any other representations or statements made by us to you, whether oral, written or otherwise.

Termination

  • We can terminate these Terms and Conditions for any reason by giving you at least one (1) month’s notice. You can terminate these Terms and Conditions insofar as they are applicable to you for any reason by giving us immediate notice. In addition, either party may terminate these terms immediately if the other is breaching any of its responsibilities under these terms (including the restrictions under Other important information above).
  • On any termination of these Terms and Conditions, your right to use the website will cease and we may terminate your access to and use of the website, and invalidate all or any relevant access details.
  • Termination for whatever reason, of these Terms and Conditions will not affect: (a) any rights, liabilities or obligations which accrued before such termination or (b) any of these Terms and Conditions that are intended to continue to have effect after such termination.

User Generated Content Terms

In addition to the General Terms above, the following terms apply if you are using any of our interactive services or you are otherwise contributing content (e.g. restaurant reviews or images) to our website.

The content submitted to The Good Food Guide website does not represent the views of The Good Food Guide.  From time to time, The Good Food Guide staff may comment on establishments, reviews and UGC. However, these are not the views of The Good Food Guide.

We may edit or delete the content you provide at any time at our sole discretion, although we have no obligation to review the information you provide and reserve the right to not use the content without further notification to you. 

Please ensure the restaurant review you provide is honest and truthful, based on your own personal experience, and that you have no personal or professional connections with the establishment you are writing to us about.

Please behave responsibly when adding content to our website. By using any of our interactive services, you agree that:

  1. You will not use our website in any way that is:
  • illegal or unlawful, or likely to encourage illegal or unlawful behaviour;
  • likely to damage the reputation our reputation;
  • likely to be a nuisance, harmful or deceptive to any other person.
  1. Any content you add to the website will:
  • be factually accurate and/or be your genuinely held belief or opinion that is based on facts;
  • not be defamatory, obscene or offensive;
  • not infringe the copyright, trade marks or any other intellectual property rights of another person;
  • not promote your own or your employer’s business, or otherwise include any advertising or promotional material.
  1. You will own the copyright in the content that you provide us, but you grant to us a royalty-free, non-exclusive irrevocable, perpetual, transferrable and worldwide licence to use, modify, copy, sub-licence, distribute, reproduce, adapt, transmit, publish and/or broadcast, publicly perform, communicate and display such content in any manner and by any means which we may determine, including in connection with publishing the Good Food Guide.
  1. You will not try to access any confidential information (including usernames and passwords) of any other person or try to collect, store or otherwise use any personal data of any other registered users of The Good Food Guide website or contributors.
  1. You are over 18 years old or otherwise have the express permission of your parent or guardian to use the service.

Please keep your log-in details confidential to help us maintain the security of our website. You should not allow any other person to obtain access to The Good Food Guide using your log-in details.

Please tell us as soon as you can if you think someone is mis-using any our interactive services. Email us at editors@thegoodfoodguide.co.uk

You take full responsibility for the content you add to our website and agree that you will not provide content in breach of any third party rights, including any third party intellectual property rights.  You agree to indemnify us for any loss suffered either by us or any third party as a result of your non-compliance with these terms.

If anyone complains about your use of our website, you agree that we can control the handling of any such dispute and that you will fully support and co-operate with this.

Purchasing from the Good Food Guide website

In addition to the General Terms above, the following terms apply to anyone making a purchase from The Good Food Guide website.

Contract creation and electronic contracting
The technical steps required to create the contract between you and us are as follows:

  • You place the order for your products on this website by pressing the checkout button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on this website.
  • We will send to you an order acknowledgement email detailing the products you have ordered.
  • Order acceptance and the completion of the contract between you and us will take place when we take payment from you of your order unless we have notified you that we do not accept your order or you have cancelled it in accordance with the instructions below.

Non-acceptance of an order may be a result of one of the following:

  • The product you ordered is not available from stock.
  • We are unable to obtain authorisation for your payment.
  • A price or product description error is identified.  

We will try to ensure that your purchase progresses smoothly. In the above circumstances, we will contact you to see how you’d like to proceed. If you want to continue with your order, then we will write to confirm the price/that we’ve accepted your order and we will give you an estimated delivery date. Please be assured that we will not deduct any money from your account unless you confirm you wish to go ahead with the purchase.

The details of your specific contract can be found under "Your Account" on this website. Alternatively, please write to us at the address set out above.

Payment: You can pay using most credit and debit cards and all such payments will be subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise payment to us, then we will not be able to confirm your order and no contract will exist between us. Your card will be charged by Worldpay. If there are any problems with your card authorisation, you will see an error message and your payment will not be taken.

Delivery: Where goods are in stock, we will do our best to dispatch your order as soon as possible. We will normally send your order by carrier DPD and will require a signature. Please allow up to 7 days for delivery (and slightly longer if you live outside the UK).

If for some reason you do not receive your order within 30 days of the date provided in your order confirmation, you may cancel your order and we will refund any money you’ve paid to us. 

Cancellation rights

Please note that you are entitled to cancel this contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.

If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them. You will be responsible for paying for the return of the goods unless the reason for cancellation is that the goods are faulty. You shall be responsible for returning the goods to us as soon as reasonably possible and shall be responsible for the costs of returning the goods.

Notice of such cancellation must be given in writing to Waitrose Customer Care team, details as provided above.

If you decide to cancel, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply.  This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).  We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling or delay by you.  We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.

Our book distributor is Combined Book Services (CBS). Your book(s) will usually be sent by carrier DPD, and will require a signature. For product delivery enquiries only, please contact lindsey.oakes@combook.co.uk  /  01892 839805 and quote the order reference number found on your order confirmation.

If you are unhappy with your purchase, then please let us know by contacting us.

Our refunds policy

If your order is not complete, damaged, did not arrive correctly, or has not been delivered, or if you have any other genuine concern or problem with your order, then we will provide you with an appropriate refund for your order (or part of it). We may ask you for proof that the delivery you were charged for was not provided as it should have been.

Any refunds for unwanted substitutions or returned items will be made after the goods have been returned.

Standard Promotion Terms

The following terms apply if you are entering any of the promotions (such as competitions) promoted on our website or in any of our marketing materials, products or services. They will apply in addition to the specific terms relevant to the promotion you are entering.

Please take the time to read and understand them, because by participating in any promotion, you will be deemed to have accepted both these standard and any applicable specific terms.

If you have any questions, then please contact us and we will be happy to help you.

  1. What we will do for you

The prize winner(s) will be chosen within 28 days of the promotion closing date specified in the relevant specific terms. We will contact the winner(s) using the details provided at the time of entering the relevant promotion. 

We may select an alternative winner if any prize is declined, unclaimed or if the winner forfeits the prize by failing to comply with the standard and specific terms applying to the promotion.

We may cancel any competition or other promotion if there are an insufficient number of entries or an insufficient number of entries of an appropriate quality.

We are unable to accept entries that are:

  • received from agents, in bulk or from third parties;
  • incomplete, delayed, damaged, misdirected or late. Unfortunately, proof of sending will not be accepted as proof of receipt.

What happens if things go wrong? We will try and put things right as soon as possible, but please remember that won’t take any responsibility for entries lost (e.g. due to technical reasons) even if this is caused by a failure of our website.

The decision of the Promoter is final and no correspondence will be entered into.

2. What you should do for us

Please do not enter the promotion if you fall into any one of the following categories as you will not be able to win the prize(s):

  • you do not live in the United Kingdom;
  • you are under 18 years old (or, where a specific promotion allows participants to be under 18, you do not have written parental/guardian consent);
  • you work for the Promoter or, or you are a member of the immediate family of any of the Promoter’s or employees;
  • you are otherwise connected with the promotion, the Promoter

If you are submitting images as part of your entry, please make sure any person whose image has been used in your entry has given you their express consent for image to be used in this way. If we are not satisfied such consent has been obtained, this may result in your disqualification from the promotion and/or forfeiture of any prize.

Please act responsibly when entering any of our promotions. By entering any of our promotions, you agree that your entry is personal, relates specifically to you and will not:

  • be illegal or unlawful, or likely to encourage illegal or unlawful behaviour;
  • be likely to damage the reputation of either The Good Food Guide
  • be likely to be a nuisance, harmful or deceptive to any other person
  • be defamatory, obscene or offensive;
  • not infringe the copyright, trade marks or any other intellectual property rights of another person;
  • not promote your own or your employer’s business, or otherwise include any advertising or promotional material.
  1. Other Important Things You Need To Know

You grant us a licence to use the contents of your entry whenever and however we think appropriate, for example, in our marketing materials or in any of The Good Food Guide products and services. You also agree to waive any moral rights you may have in the images, videos or other media submitted by you.

You agree that, if you win, we may use your name and/or image in post-event publicity or in any subsequent promotional activity. You also agree, if requested, to take part in any reasonable promotional activity, such as interviews or photographic shoots.

If you do not comply with the Standard or specific terms relevant to the promotion, we may:

  • disqualify you from the competition or promotion;
  • edit, refuse to distribute or remove any information you provide in your entry.

We may vary any our promotion terms at any time, although we will only make changes if we think this is reasonable. Such changes could, for example, include extending the promotional period or changing the prize to something of equivalent value.  We will always provide reasonable notice of any significant changes to our terms.

Best Local Restaurant Awards

Persons nominating must be UK resident, over the age of 18 years. One prize winner will be drawn at random and will win Waitrose vouchers totalling £500. The closing date for receipt of entries is 17/1/2018. 
 

Voucher Scheme terms and conditions

Physical copies of The Good Food Guide contain 10 x £5 Vouchers, redeemable against some establishments featured in the guide. Vouchers will be valid throughout the lifecycle of the current guide (September – August) for example 2018 Guide vouchers are redeemable between 1 September 2017 – 1 September 2018. The following restrictions apply:

  • Only one £5 voucher can be used per table booked (for a minimum of 2 people).
  • It is redeemable against a pre-booked meal only, provided the customer highlights the intention to use the voucher at the time of booking.
  • Only one voucher may be used per table booked.
  • No photocopies or any other kind of reproduction of vouchers will be accepted.
  • Some participating establishments may exclude certain times, days or menus from the scheme so long as they:
    1 a) advise customers of the restrictions at the time of booking
    2 b) accept the vouchers at a minimum of 70% of sessions when the restaurant is open.
  • This voucher may not be used in conjunction with any other scheme.

Please note that the number of participating restaurants may vary from time to time. Participating restaurants are clearly marked in the guide with a £5OFF Symbol.

Mobile Access

This section of the Terms and Conditions applies (in addition to the remaining Terms and Conditions) when you access this website using a mobile application or a version of this website optimised for use on mobile devices (the "Mobile Access Channel").If you do not agree to be bound by any of these Terms and Conditions, you may not use or access the Mobile Access Channel and should, if applicable, delete any mobile application used to access the Mobile Access Channel.

The Mobile Access Channel may be data intensive.  You are responsible for any carrier or other data charges incurred when using it, and neither we will not be liable for any charges you incur.  We recommend you check with your network provider if you are unsure of the charges that may apply.

The Mobile Access Channel will use your device's cellular and/or Wi-Fi connection to synchronise content with the information on the website.

As we have no control over your device's network connection, we cannot represent or warrant that any information (including prices, stock availability and product information) is correct or up to date. In the event of a price discrepancy, content and prices published on the main thegoodfoodguide.co.uk] website will take precedence. 

2017 App

By purchasing the 2017 app via the iTunes store you are entering into a contract with Apple, please review their terms and conditions here.

Should you require a refund for your app purchase please follow the below steps:

  1. Open iTunes and navigate to the top menu Store -> View My Account.
  2. Click See All under the section titled Purchase History.
  3. Click the grey arrow to the left of the Order Date.
  4. Click the Report a Problem button.
  5.  A column titled Report a Problem will appear with a list of apps purchased that day. Click Report a Problem next to the app you would like refunded.
  6. Select the appropriate reason you are contacting Apple. Choices are:
    - I didn't receive this application
    - I inadvertently purchased this application
    - This application does not function as expected
    - This application is not compatible with my device
    - I have another purchase or download-related question
  7. Enter detailed comments requesting a refund and the reasons why in the Comments section and click Next.

Apple should consider your request for a refund within a few days, and if they refund your money it should appear in your account within a week.

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