Terms and Conditions

Last updated: 10 May 2026.

Who we are

Northwest Bunoodles Ltd operates Dumpling Munch, a restaurant and takeaway at 2 Swan Lane, Guildford, GU1 4EQ. You can contact us at info@dumplingmunch.com.

When these terms apply

These terms apply when you use our website, use the Dumpling Munch mobile app, or place a collection order directly with Dumpling Munch. If you order through a third-party marketplace, delivery platform, or payment provider, their terms may also apply to that part of the service.

Ordering

Orders are subject to menu availability, opening hours, ingredient availability, and kitchen capacity. We may decline or cancel an order before acceptance if an item is unavailable, the order cannot be prepared safely, payment is not authorised, or there is an obvious pricing or description error.

Please check your order details, collection time, contact information, and allergy notes before confirming. We start preparing accepted orders promptly, so changes may not be possible once preparation has begun.

Prices and payment

Prices are shown in pounds sterling and include VAT where applicable. Delivery, marketplace, or service fees may be set by third-party platforms and shown separately by them. If you enter card details manually in the app, Square is the payment provider for that card payment. If you choose Apple Pay or Google Pay, that wallet provider, your card issuer, card network, and Square may process information needed to authorise and complete the payment. We do not store full card numbers or card security codes.

Collection

Collection times are estimates. We will do our best to prepare your order for the time shown, but busy periods, equipment issues, or ingredient constraints may affect timing. Please collect promptly once your order is ready. Food quality and safety can deteriorate if a hot or chilled order is left uncollected.

Cancellations and refunds

If you need to cancel or change a direct order, contact us as soon as possible. Because our food is prepared fresh and is perishable, we may be unable to cancel or refund an order once preparation has started, unless there is a legal reason to do so.

This does not affect your statutory rights. If food is not as described, not of satisfactory quality, or there is another issue with your order, contact us promptly with the order details so we can assess the problem and, where appropriate, offer a refund, replacement, or other reasonable remedy.

Allergens and dietary requirements

Please tell us about allergies or dietary requirements before ordering. We provide allergen information for our menu, but our food is prepared in a small kitchen where allergens are handled, so we cannot guarantee that any item is free from traces of allergens. If you have a serious allergy, contact us before placing an order so we can explain what is possible.

Accounts and notifications

You must register with a mobile phone number to use the ordering app. We use one-time passcodes, sent by Twilio, to verify access to that number. You may add an email address afterwards if you want email support or receipts where available. Keep your phone number and contact details accurate so we can send order updates and support your account. You are responsible for keeping one-time passcodes and device access secure.

Customer accounts are stored and managed in our ordering systems and the service providers we use to run them. Our backend and customer data are hosted on AWS, with data encrypted at rest and in transit. Account records may include your verified mobile number, optional email address, profile details, order history, order-status messages, support records, app-device details, and payment or refund references. More detail is set out in our Privacy Policy.

Using the website and app

Do not misuse the website or app, interfere with the service, attempt to access systems without permission, place fraudulent orders, or use our content in a way that suggests endorsement without permission. We may suspend access or refuse service where reasonably necessary to protect customers, staff, payment systems, or the business.

Content and availability

Website and app content, including menu descriptions, photography, branding, and design, belongs to Dumpling Munch or our licensors. We try to keep information accurate, but menus, prices, opening times, and availability may change. We may update, pause, or withdraw parts of the website or app when needed.

Our responsibility

Nothing in these terms excludes or limits liability where the law does not allow it, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights. Subject to that, we are not responsible for losses that were not reasonably foreseeable, for business losses, or for failures caused by events outside our reasonable control.

Changes to these terms

We may update these terms from time to time. The version on this page is the current version for website and app use. For an order, the terms in place when the order is accepted will apply unless a legal change requires otherwise.

Law and contact

These terms are governed by the laws of England and Wales. If you have a question, complaint, or order issue, contact info@dumplingmunch.com with the relevant order details.