Terms & Conditions

By accessing the Tony Wong Restaurant website, browsing the menu, placing an online order, submitting customer details, arranging delivery, or making payment, the customer agrees to these Terms & Conditions.

If a customer does not agree with these Terms, the customer should not place an order through the website. These Terms apply to online orders placed through the Tony Wong Restaurant website and related customer support, payment, delivery, and refund communication.

These Terms should be read together with the Refund & Cancellation Policy, Privacy Policy, and Delivery Policy. If there is a conflict between a specific policy and these Terms for a specific issue, the more specific policy will usually apply to that issue.

The online ordering website is operated for TONY WONG RESTAURANT L.L.C.

• License No.: 1130025
• VAT TRN: 104813790300003
• Address: The Square, Showroom-1, Al Barsha South Fourth, Dubai, UAE
• Phone / WhatsApp: +971 58 226 4858
• Email: hello@tonywongchain.com

The website is provided for customers to browse food items, place online orders, arrange delivery where available, choose pickup where available, and make online payments. The website is a customer-facing ordering service and is not intended for unauthorized staff access, misuse, scraping, or fraudulent activity.

Customers are responsible for providing accurate order and delivery information before payment. This includes name, phone number, email address, delivery address, building name, apartment or villa number, gate or access instructions, selected items, quantities, special instructions, allergy information, and dietary restrictions.

Incorrect or incomplete information can delay delivery, prevent delivery, cause order mistakes, or make an order non-refundable where the issue is caused by customer information.

Customers should remain reachable after placing an order. If the restaurant, rider, or delivery partner needs to clarify an address, item, payment, or delivery access issue and the customer cannot be reached, the order may be delayed, cancelled, or marked completed depending on the situation.

Menu items, descriptions, photos, ingredients, availability, prices, and offers may change from time to time. Product images should represent the food honestly, but final presentation may vary due to preparation, packaging, delivery conditions, ingredient availability, portioning, or seasonal supply.

Items are subject to availability and subject to kitchen capacity. If an item becomes unavailable after ordering, the restaurant may contact the customer, offer a replacement, adjust the order, or cancel the affected item or order where necessary.

All prices are listed in AED and include 5% UAE VAT unless otherwise stated. Delivery fees, minimum order requirements, or additional charges will be shown before checkout or payment confirmation.

The restaurant may update prices, menu availability, delivery charges, offers, and order conditions from time to time. The price shown at checkout is the price applicable to that online order, unless there is an obvious technical error.

An order is subject to restaurant acceptance. Payment or order submission does not guarantee acceptance if an item is unavailable, the delivery address is outside the available service area, there is a payment issue, there is suspected fraud, or there is an operational reason.

After an order is accepted, food preparation may begin quickly. Customers must review order details carefully before confirming payment.

Order confirmation messages, website status messages, or payment confirmation messages are provided to help customers track the order. A technical message alone does not override the restaurant's right to cancel or adjust an order for availability, safety, payment, delivery, or operational reasons.

The restaurant may reject, cancel, replace, or contact the customer if any item is unavailable. Availability may be affected by supplier availability, kitchen stock, peak hours, equipment issues, staff capacity, or events outside our reasonable control.

If a paid order cannot be fulfilled because an item is unavailable and no acceptable replacement is agreed, the restaurant may approve a refund for the affected item or order.

Online payments are processed by Stripe or another approved payment provider. Tony Wong Restaurant website does not store full card details.

Customers must use a valid and authorized payment method. A payment may be declined, cancelled, delayed, or reviewed by the payment provider, card issuer, bank, or fraud prevention system.

Where payment is not completed, the order may remain unpaid, be marked pending payment, or be cancelled according to the website and restaurant process.

The customer is responsible for ensuring that the payment method is authorized for use and that the payment information entered is correct. The restaurant is not responsible for payment provider outages, bank declines, card issuer decisions, incorrect card information, or delays caused by the customer's bank.

The restaurant may reject, cancel, or investigate suspicious, fraudulent, abusive, or unusual orders. This may include orders with inconsistent contact details, suspicious payment activity, repeated disputes, false delivery claims, abuse of offers, or other unusual behavior.

Fraud prevention is used to protect customers, the restaurant, delivery staff, payment providers, and the integrity of the online ordering service.

Food is prepared fresh after order confirmation. Preparation time may vary depending on order size, kitchen workload, item availability, kitchen capacity, and peak hours.

Some dishes may require longer preparation time. Large orders, special instructions, or peak demand may also increase preparation time. Preparation is subject to kitchen capacity.

Because food is prepared fresh for each order, the restaurant may not be able to accept changes, cancellations, or substitutions once preparation has started. Customers should contact the restaurant immediately if they notice an order mistake after submission.

Special instructions are subject to kitchen approval and availability. The restaurant will try to follow reasonable instructions where practical, but cannot guarantee every request.

Instructions that change ingredients, cooking style, packaging, portioning, spice level, preparation method, or delivery handling may be declined or only partially fulfilled if they affect food safety, kitchen workflow, item quality, or availability.

The kitchen handles seafood, nuts, sesame, soy, gluten, dairy, eggs, spices, and other allergens. Customers must declare allergies or dietary restrictions before ordering.

The restaurant takes reasonable care, but cannot guarantee a completely allergen-free environment because ingredients, equipment, storage areas, cooking surfaces, packaging, and preparation areas may be shared.

Customers with severe allergies should contact the restaurant before ordering and should decide carefully whether the order is suitable for them.

If raw meat, hot pot items, broth, or ready-to-cook ingredients are sold, customers must handle, store, heat, and cook them safely after delivery. Such items may require prompt refrigeration, safe cooking temperatures, safe separation from ready-to-eat food, and careful handling.

The restaurant is not responsible for food safety issues caused by improper storage, reheating, handling, cooking, or delayed consumption after delivery.

Delivery is governed by the Delivery Policy. Delivery times are estimates only and are subject to kitchen capacity, rider availability, traffic, weather, building access, parking, security, customer availability, and operational conditions.

Delivery availability is not guaranteed for every address. Delivery is available in JVC and selected nearby areas within approximately 12 km, subject to address, distance, rider availability, and operational capacity.

Customers must provide clear access instructions and must be available to receive the order. Delivery delays caused by customer unavailability, unclear address details, building security, parking, elevators, gate access, or events outside our reasonable control are not guaranteed refund reasons.

Cancellations and refunds are governed by the Refund & Cancellation Policy. Orders may only be cancelled before food preparation starts. Once preparation starts, cancellation may not be possible.

Approved refunds are returned to the original payment method and are processed within 7-14 business days after approval, depending on the bank or payment provider.

If the customer cannot be reached, provides an incorrect address, provides an incomplete address, gives an incorrect phone number, fails to provide building or gate access, or is unavailable at the delivery location, the order may be marked completed and may be non-refundable.

The customer must remain available to answer calls or messages from the restaurant, rider, or delivery partner after placing an order.

The website may be interrupted due to maintenance, technical issues, hosting issues, payment provider outage, internet issues, security updates, system changes, or events outside restaurant control.

The restaurant does not guarantee that the website will always be available, error-free, or uninterrupted. If a technical issue affects an order or payment, the restaurant will review available records and assist where reasonable.

Customers should not rely on screenshots, cached pages, browser autofill, or outdated website information if the current checkout page shows different prices, availability, delivery fees, or minimum order requirements.

Customers must not misuse the website, attempt fraud, provide false information, interfere with website operation, copy or misuse restaurant content, attempt unauthorized access, place abusive or fake orders, abuse promotions, or use the website for unlawful purposes.

The restaurant may block, refuse, cancel, or investigate orders or users connected with misuse, fraud, abuse, or security concerns.

The website content, logo, brand name, menu text, photos, graphics, design, and other materials belong to Tony Wong Restaurant or are used with permission. Customers may not copy, reuse, publish, sell, or modify them without permission.

Normal personal use of the website for browsing and ordering food is allowed.

Offers, discounts, promo codes, and special deals may be subject to availability, time limits, order limits, location limits, minimum order requirements, delivery availability, payment requirements, or other conditions.

The restaurant may change, withdraw, refuse, or cancel offers where necessary, especially where there is misuse, technical error, suspected fraud, or operational limitation.

To the maximum extent permitted by law, Tony Wong Restaurant is not responsible for indirect losses, loss of opportunity, customer error, incorrect customer information, delivery delays, third-party provider issues, payment provider delays, bank processing delays, website downtime, traffic, weather, or events outside reasonable control.

The restaurant's responsibility is connected to the value of the order and the services reasonably within the restaurant's control, subject to applicable law.

Nothing in these Terms excludes liability where exclusion is not permitted by applicable law. However, the customer agrees that many delivery and payment conditions involve third parties or circumstances outside the restaurant's reasonable control.

The restaurant is not responsible for failure or delay caused by events outside reasonable control, including traffic incidents, severe weather, road closures, system outages, supplier issues, power or internet interruption, payment provider failure, government action, emergency situations, or other force majeure events.

The restaurant may update these Terms & Conditions from time to time. The latest version will be available on the website with the last updated date.

Customers should review the Terms before placing an order, especially if they have not ordered recently.

These Terms & Conditions are governed by the laws of the United Arab Emirates. Any dispute will be handled according to applicable UAE law and relevant dispute resolution procedures.

By placing an order, the customer agrees that the restaurant may contact them about the order by phone, WhatsApp, SMS, email, website notification, or another practical communication method. These communications may include order confirmation, payment status, delivery questions, item availability, refund review, or customer support.

Customers should check that their phone number and email address are correct before payment. The restaurant is not responsible if order updates are missed because the customer entered incorrect contact details, blocked messages, or did not check their device.

The restaurant may keep order records, payment references, customer communication, delivery notes, refund notes, and status history for accounting, VAT, support, operational, fraud prevention, and dispute purposes.

Customers may request order support using the order number or contact details used at checkout. The restaurant may ask for reasonable verification before sharing order details.

The website may allow guest checkout or customer account features. Customers using guest checkout are still responsible for accurate information and must keep their order number or tracking link if provided.

If account features are used, the customer is responsible for keeping login access secure and for informing the restaurant if they believe an account or remembered device has been misused.

The restaurant may refuse or cancel an order where reasonably necessary, including where there is abuse, harassment, suspected fraud, repeated unsupported claims, unsafe delivery conditions, payment concerns, operational limitations, or events outside our reasonable control.

If a paid order is refused or cancelled by the restaurant for a reason that qualifies for a refund, the refund will be handled under the Refund & Cancellation Policy.

For questions about these Terms & Conditions or an online order, please contact Tony Wong Restaurant.

• Phone / WhatsApp: +971 58 226 4858
• Email: hello@tonywongchain.com