Website Policies, Terms & Conditions
Our Terms & Conditions
Default content for Terms & Conditions.
Our Terms & Conditions
Effective Date: 6th January 2025
Website Owner: Monica's Fish & Bar, Neighbourhood Centre, Highdown Way, Swindon
Contact Email: [email protected]
1. Contact Us
If you have any questions, comments, or concerns regarding these Terms & Conditions, please reach out to us via email at: [email protected]. We aim to respond promptly and professionally.
2. Use of This Website
This website is owned and operated by Monica's Fish & Bar. By accessing and using this website, you agree to be bound by the following terms and conditions, which govern your use of our services and content. These terms do not override your statutory rights under UK law.
We may update these terms from time to time without notice. Continued use of the website after any changes will constitute your acceptance of those changes.
3. Intellectual Property
All content on this website - including but not limited to text, graphics, images, logos, icons, audio clips, and software - is either owned or licensed by Monica's Fish & Bar and is protected by copyright, trademark, and other intellectual property laws.
You are granted a non-exclusive, non-transferable, revocable license to use the website for personal, non-commercial use only. Any copying, distribution, reproduction, modification, or commercial exploitation of the content is strictly prohibited without prior written consent from Monica's Fish & Bar.
4. Account & Security
If you register or create an account on this website, you are responsible for maintaining the confidentiality of your password and login details. You agree to accept full responsibility for all activities that occur under your account.
We are not liable for any loss or damage arising from your failure to safeguard your credentials.
5. Placing an Order
When you place an order, you are submitting an offer to purchase goods or services. Acceptance of your order occurs only once we confirm it, at which point a binding contract is formed.
- We reserve the right to decline or cancel orders at our discretion.
- Ownership of goods passes to you only after full payment is received.
- If you make an error in your order, contact us immediately - preferably before we confirm your order.
By ordering from us, you agree to be added to our email and SMS marketing lists. You may unsubscribe at any time by managing your preferences in the member's area or by contacting us directly.
6. Data Protection & Privacy
We take your data privacy seriously. Your personal information is processed in accordance with UK GDPR regulations. Your details will never be shared with unrelated third parties.
Our Data Processor is TableReady, who operates our digital infrastructure and may access your data solely to provide technical or operational support.
For full details, please refer to our Privacy Policy.
7. Pricing & Promotions
All prices shown on this website are accurate at the time of publication and are subject to change without notice.
- Online prices may differ from printed menus or third-party delivery platforms.
- We may offer online-only discounts, vouchers, or promotional rates that are not available in-store.
8. Out of Stock Items
If any item you order is unavailable, we will attempt to contact you using the information you provided. You may be offered a substitute or the option to cancel the item or full order.
9. Refusal of Transaction
We reserve the right to:
- Remove or edit website content or products at any time
- Refuse service or cancel orders for any reason
- Limit quantities of any product or service we offer
This may occur even after payment has been processed. In such cases, you will be refunded in full.
10. Age-Restricted Items
We do not sell tobacco or alcohol products to persons under the age of 18-25 (depending upon the local and current law). If your order includes age-restricted items, you may be required to provide proof of age upon delivery or collection.
Monica's Fish & Bar reserves the right to cancel any transaction where it reasonably suspects that the buyer is underage or purchasing on behalf of a minor.
11. Delivery Estimates
We aim to deliver your order within the quoted timeframes, but we cannot guarantee exact times. Delivery may be delayed due to traffic, weather, or order volume.
You may call us at any time to check the status of your order. Late deliveries do not entitle you to a refund unless a service failure can be clearly demonstrated.
Product images are for illustrative purposes only. Actual products may differ in presentation, packaging, portion size, colour, weight, or appearance due to fresh preparation, supplier changes, seasonal variations, or availability.
Prices, availability, and promotions are subject to change without notice.
Allergen and ingredient information is provided by manufacturers and may change. Customers are advised to always read the product label before consumption.
Delivery times are estimates only and may vary due to availability, traffic conditions, or other unforeseen circumstances.
Deliveries are made to the ground-level entrance of the delivery address. Our drivers are not required to enter the property, deliver items inside the home, or carry orders upstairs.
For flats or apartments, customers are kindly requested to meet the driver at the main building entrance or lift access point. Responsibility for transporting items beyond this point, including inside the property or upstairs, rests with the customer.
Our drivers will always aim to assist where reasonably possible. However, for health, safety, security, or vehicle-safety reasons (including leaving a delivery vehicle unattended), the driver may decline to proceed beyond the entry point of the property.
This policy is in place to ensure the safety of our staff, customers, and vehicles, and does not affect your statutory rights.
12. Limitation of Liability
To the fullest extent permitted by law, Monica's Fish & Bar excludes all liability for any direct, indirect, or consequential loss or damage arising from the use of this website or from the purchase of any goods or services.
13. Jurisdiction
These terms and conditions are governed by and interpreted in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.
Monica's Fish & Bar – Refund Policy
We strive to provide every customer with high-quality food and service. However, we understand that issues may occasionally arise. This Refund Policy sets out the terms under which refunds may be issued.
1. Discretionary Nature of Refunds
All refunds are issued entirely at the discretion of the manager on duty. Placing an order does not constitute an automatic entitlement to a refund, and refunds will not be issued in the following cases:
- You made an error while placing your order.
- You changed your mind after the order was submitted.
- You provided incorrect or incomplete delivery details.
2. Requesting a Refund
If you believe there has been a legitimate issue with your order - such as:
- Incorrect items delivered,
- Missing items,
- Unsatisfactory product quality (e.g., undercooked or spoiled food), or
- Excessive delay in preparation or delivery,
Please contact the store directly as soon as possible by calling 01793 380481. You will be asked to provide details of the issue along with your order reference number. Prompt reporting (within 30 minutes of receiving the order) is required for any consideration.
Submitting a complaint does not guarantee a refund. We may investigate internally before making a decision and may request photographic evidence or further clarification.
3. Refund Methods and Timing
If a refund is approved, it may be issued as:
- A full or partial monetary refund to your original payment method (cash or card),
- A store credit for future use, or
- A replacement or alternative product of equivalent value.
Refunds to cards may take 3 – 5 working days to reflect in your bank account, depending on your provider. Cash refunds will only be issued in person at the store, if applicable.
4. Order Substitutions
In situations where specific items are unavailable or a refund is not feasible, we may offer fair substitutions of equivalent value. By placing an order through our platform, you agree to this possibility.
5. Online Orders and TableReady Platform Usage
Orders placed through our online ordering system (powered by TableReady platform) are subject to this same refund policy. The individual store retains sole responsibility for all refunds and complaints related to your order. The platform provider is not involved in refund processing or dispute resolution.
6. Abuse and Fraud Prevention
We reserve the right to refuse refunds where we suspect abuse of the refund policy, repeated false claims, or fraudulent activity.
Monica's Fish & Bar - Privacy Policy
Effective Date: 6th Jan 2025
At Monica's Fish & Bar, we are fully committed to safeguarding your personal data in compliance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and all applicable data protection laws. This Privacy Policy explains how we collect, use, share, retain, and protect your personal information when you interact with our services online or offline, including through our website, mobile platforms, applications, and on-premise systems (collectively referred to as the "Services").
By using our Services, you consent to the practices described in this Privacy Policy.
1. Data Controllers and Processors
- Data Controller and Data Processor: For Monica's Fish & Bar, Neighbourhood Centre, Highdown Way, Swindon, United Kingdom, TableReady is our technology provider, who acts as a data processor on our behalf and is our primary data controller responsible for managing and handling all your personal data.
2. Personal Data We Collect
We collect and process the following categories of personal data:
- a. Information You Provide Voluntarily:
- Account & Registration Data: Full name, contact details (email, phone), password (stored encrypted).
- Order Information: Order details, delivery address, and payment method (last 4 digits only).
- Marketing Preferences: Opt-in/opt-out preferences.
- Feedback & Reviews: Shared content via messages or surveys.
- b. Automatically Collected Data:
- Device Data: IP, MAC, browser, OS, screen resolution.
- Usage Data: Logs, pages, cart, etc.
- Cookies: See our Cookies Policy.
- c. Information from Third Parties:
- Ad/analytics providers (e.g. Google, Facebook).
- Delivery partners for status updates.
3. Purpose and Legal Basis of Processing
- Performance of Contract: Orders, support, services.
- Legitimate Interests: Improvements, fraud prevention, opt-out marketing.
- Consent: Promotional messages.
- Legal Obligations: Tax, compliance.
- Vital Interests: Health or safety-related cases.
4. How We Use Your Data
- Manage your Monica's Fish & Bar account.
- Process orders, send updates.
- Confirmations and receipts.
- Support or refund communication.
- Personalised experience and analytics.
- Terms enforcement and fraud protection.
5. Marketing Communications
With your consent (or where lawful), we may send:
- Promotions, events, or menu items.
You can opt out via:
- Account settings
- Email unsubscribe links
- Push notification settings
6. Sharing Your Data
We may share data with:
- TableReady (platform ops)
- Payment providers (Stripe, PayPal)
- Marketing vendors (with consent)
- Delivery couriers
- Legal/regulatory authorities
- Business buyers (with safeguards)
We never sell your personal data.
7. Data Retention
- As long as your account is active
- To meet legal obligations
- Analytics (where anonymised)
You can request deletion unless legally retained.
8. Data Security
- SSL encryption
- Encrypted passwords
- Monitoring and access logging
- Staff permissions
Use secure passwords and logout on shared devices.
9. International Data Transfers
We use safeguards for non-UK transfers:
- SCCs (UK/EU)
- Privacy Shield (if applicable)
- Vendor DPAs
10. Your Rights Under UK GDPR
- Access, rectify, erase data
- Restrict or object to processing
- Data portability
- Withdraw consent anytime
- Complain to ICO
Contact for rights:
Email:
[email protected]
FAO: The Manager
Ref: Subject Access Request
Monica's Fish & Bar
Neighbourhood Centre, Highdown Way, Swindon
11. Third-Party Links and Services
We are not responsible for third-party privacy practices. Please review their policies separately.
12. Updates to This Policy
We may update this policy due to changes in law or services. Check the website/app for notices.
13. Contact Us
For any privacy concerns:
Email:
[email protected]
FAO: The Manager
Ref: Privacy Policy
Monica's Fish & Bar
Neighbourhood Centre, Highdown Way, Swindon
Last Updated: 6th Jan 2025
Website Help
Online Ordering - Status Detail
Order Status: Accepted
Once your order has been accepted, it means we have successfully received and confirmed your request. No further action is required from you unless you wish to make a last-minute change. In such cases, please contact us immediately by phone and reference your order number. While we cannot guarantee modifications, we will make every reasonable effort to accommodate your request.
Order Status: Rejected
If your order is marked as rejected after submission, it indicates that we were unable to fulfill your request and your order has been cancelled. A brief explanation will typically be provided. Common reasons include product unavailability or capacity constraints during peak hours.
If you paid online, any charges will be automatically refunded. Please allow up to 5 business days for the refund to be processed by your payment provider. We may invite you to place your order again if circumstances permit.
For any concerns or questions, please contact us at 01793 380481. We sincerely apologize for any inconvenience and thank you for choosing our service.
Marketing & Newsletter Communications
1. How to Subscribe
You may choose to receive promotional offers, updates, and marketing content by subscribing through the Member Area. If you are registering for the first time, you will be asked whether you wish to receive marketing communications. If you already have an account, you can update your preferences anytime by logging in and visiting My Account and then go to Update Profile. On the left hand side you will see Marketing section, click there and then on the right hand side under Marketing Preference, check (to opt in) or uncheck (to opt out) your consent and finally click on the Update button.
Please note: If you place an order online and haven’t explicitly opted out, you may be automatically subscribed to our marketing list as part of the ordering process. You can unsubscribe at any time.
2. How to Unsubscribe
To opt out of receiving marketing messages via email or SMS, you will need to create or log in to a registered account. This allows us to securely record your preferences and ensure that your details are not inadvertently added back to our marketing system through future imports or updates.
Once you have logged in, go to My Account and then go to Update Profile. On the left hand side you will see Marketing section, click there and then on the right hand side under Marketing Preference, check (to opt in) or uncheck (to opt out) your consent and finally click on the Update button.
Note: Unsubscribing from marketing will not affect transactional emails or messages such as order confirmations, receipts, password resets, or service notifications.
3. Data Privacy & Compliance
We are committed to protecting your privacy and complying with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
- Your marketing preferences are stored securely and used solely to manage your communication choices.
- We do not sell or rent your personal information to third parties.
- In some cases, we may use third-party service providers to deliver emails or SMS on our behalf. These providers are contractually bound to process your data only for the purpose intended and in compliance with data protection regulations.
- You may request access to or deletion of your personal data at any time by contacting our Data Protection Officer via the website’s contact form or support email.
Monica's Fish & Bar – Gift Voucher Terms & Conditions
Effective Date: 6th January 2025
Issued by: Monica's Fish & Bar
GIFT VOUCHER TERMS & CONDITIONS
1. General
1.1 These Terms & Conditions (“Terms”) govern the purchase, use and redemption of gift vouchers (“Vouchers”) issued by Monica's Fish & Bar (“we”, “us”, “our”).
1.2 By purchasing, using or attempting to redeem a Voucher, you agree to be bound by these Terms in full.
1.3 Vouchers remain the property of Monica's Fish & Bar at all times and may be withdrawn or invalidated in accordance with these Terms.
2. Validity and Expiry
2.1 Vouchers shall be valid for a period of 90 days from the date of purchase, unless otherwise expressly stated.
2.2 Any unused balance remaining on a Voucher after the expiry date shall automatically lapse and shall not be redeemable, refundable or transferable.
2.3 We shall have no obligation to extend, reinstate or replace any expired Voucher.
3. Nature of Voucher
3.1 Vouchers are issued on a stored-value basis and may be redeemed in one or more transactions until the available balance is exhausted or the Voucher expires, whichever occurs first.
3.2 Each Voucher is issued with a unique identification code and may be presented in digital or printed form.
3.3 A Voucher is not legal tender, does not constitute a credit, debit or charge card, and has no cash redemption value.
4. Redemption
4.1 Vouchers may be redeemed:
- online via our official platforms; and/or
- in-store at participating locations, subject to availability.
4.2 The value of the Voucher shall be applied to the total transaction value at the time of redemption.
4.3 Where the transaction value exceeds the available Voucher balance, the difference must be paid using an alternative accepted payment method.
4.4 No cash change shall be given in respect of any unused balance; however, any remaining balance shall remain available for future use until expiry.
4.5 Vouchers must be presented at the time of redemption and may not be applied retrospectively.
5. Restrictions
5.1 Vouchers:
- are non-refundable and non-exchangeable for cash;
- may not be resold, auctioned, transferred for value, or used for any commercial purpose without our prior written consent;
- may not be used to purchase additional vouchers unless expressly permitted.
5.2 Vouchers may not be used in conjunction with any other offer, promotion or discount unless expressly stated.
6. Loss, Theft and Misuse
6.1 Vouchers shall be treated as cash.
6.2 We shall not be liable for any loss, theft, damage or unauthorised use of any Voucher.
6.3 We reserve the right, at our sole discretion, to refuse to honour or to invalidate any Voucher where we reasonably suspect fraud, duplication, tampering, unauthorised use or breach of these Terms.
6.4 Notwithstanding the above, where a Voucher has been purchased or registered against a verifiable email address or customer account, we may, at our sole discretion, assist in locating the Voucher or confirming its balance and usage history.
6.5 Any such assistance is provided as a goodwill service only and shall not constitute an obligation on our part to reissue, replace, or refund any Voucher. The balance and transaction history recorded within our system shall be deemed final and conclusive evidence of usage.
7. Purchase, Delivery and Proof of Fulfilment
7.1 Vouchers shall be delivered electronically via email and/or SMS to the contact details provided at the time of purchase.
7.2 Confirmation of delivery, including system-generated records of transmission, shall constitute conclusive proof of fulfilment.
7.3 It is the responsibility of the purchaser to ensure that accurate delivery details are provided.
7.4 We shall not be responsible for non-receipt where delivery has been successfully completed to the details provided.
8. Cancellation and Refunds
8.1 All Voucher purchases are final and non-refundable, save where required by applicable law.
8.2 In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Vouchers constitute digital content supplied immediately upon purchase.
8.3 By completing the purchase, you expressly consent to immediate delivery and acknowledge that your statutory right to cancel is waived once the Voucher has been issued.
9. Consumer Rights
9.1 Nothing in these Terms shall limit or exclude your statutory rights under the Consumer Rights Act 2015 or any other applicable law.
9.2 In the event of a technical fault attributable to us which renders a Voucher unusable, we shall, at our discretion, reissue or replace the Voucher.
9.3 Our total liability in respect of any Voucher shall in all circumstances be limited to the original purchase value of that Voucher.
10. Business Changes
10.1 In the event of business closure, change of ownership, insolvency, or suspension of trading, we reserve the right to determine, at our sole discretion, whether and how Vouchers may be honoured.
10.2 We shall not be liable for any inability to redeem a Voucher arising from circumstances beyond our reasonable control.
11. Data Protection
11.1 We shall process personal data provided in connection with Voucher purchases in accordance with applicable data protection laws.
11.2 Personal data shall be used solely for the purposes of:
- processing transactions;
- delivering Vouchers; and
- providing customer support.
11.3 We shall not sell or disclose personal data to third parties except where required for payment processing, service delivery, or compliance with legal obligations.
12. Amendments
12.1 We reserve the right to amend these Terms at any time without prior notice.
12.2 The Terms in force at the time of redemption shall apply.
13. Governing Law and Jurisdiction
13.1 These Terms shall be governed by and construed in accordance with the laws of England and Wales.
13.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising in connection with these Terms.