Fletcher’s Restaurant Terms & Conditions
Online Shop Terms and Conditions
Last updated: 10 November 2026
- About us
Fletcher’s Restaurant is operated by Mama Fletch Ltd, a company registered in England and Wales, company number 11389477.
Registered office: 14 & 15 Southernhay West, Exeter, England, EX1 1PL.
Our restaurant and correspondence address is:
Fletcher’s Restaurant
Gill Akaster House
27 Princess Street
Plymouth
PL1 2EX
Email: enquiries@fletchersrestaurant.co.uk
Telephone: 01752 201523
VAT registration number: GB307354614.
These terms apply to purchases made through our online shop by consumers for personal use. Restaurant table reservations are covered by our separate booking terms.
Our Returns and Cancellation Policy forms part of these terms. Nothing in either document limits your statutory rights.
- Products and descriptions
Please read the product description, quantities, ingredients, allergen information, storage instructions and delivery or collection information before ordering.
Our products are handcrafted, so minor variations in appearance, shape and presentation may occur. Photographs may include decorative items that are not included in the purchase; the product description identifies what you will receive.
We will not make a material substitution without your agreement. If an item becomes unavailable, we will contact you to discuss an alternative or the appropriate refund.
Please contact us before ordering if you need clarification about ingredients or suitability for a particular dietary requirement. We can only agree a special requirement or product alteration if we expressly confirm it.
- Prices and payment
Prices are in pounds sterling and include VAT where applicable. Delivery charges are additional and are displayed before you pay.
Where delivery is charged per hamper, the charge increases with the number of hampers ordered. Collection from the restaurant is free unless expressly stated otherwise before purchase.
Payment is taken when you order, including for pre-orders. Orders are subject to successful payment and acceptance by us.
If we discover an obvious pricing or description error before accepting your order, we will contact you. You may proceed on the correct basis or receive a full refund.
- Placing and accepting an order
Please check your order, email address, recipient details and delivery address before submitting it.
An automated order acknowledgement confirms that we have received your order. A contract is formed when we send an email expressly accepting it.
Before acceptance, we may decline an order for a genuine reason, including unavailable stock, an unsupported delivery address, unsuccessful payment or inability to meet alcohol age-verification requirements. We will refund any payment taken for an order we decline.
You may withdraw your order without charge before we accept it. After acceptance, our Returns and Cancellation Policy applies.
- Pre-orders
A pre-order reserves products for the dispatch or collection period stated on the product page. Payment is taken at the time of ordering.
Please check that the stated timetable meets your requirements. Where a delivery or collection period is agreed before purchase, that agreed timetable applies.
We will contact you promptly if we cannot meet it and explain your options, including any applicable right to cancel and receive a refund.
- Delivery
We deliver only to the destinations offered at checkout. Delivery charges, restrictions and expected times are provided before purchase.
Please provide a complete address and ensure that an appropriate person can receive the order. Contact us promptly if any details are incorrect. We will try to accommodate changes, but cannot guarantee them once preparation or dispatch has begun.
We remain responsible for goods until they are received by you or someone you have nominated, subject to any different rule that applies where you independently appoint a carrier.
If delivery fails because you supplied an incorrect address, refused delivery without a valid reason or did not meet an agreed delivery requirement, we may charge reasonable additional delivery costs actually incurred. We will explain these costs before arranging redelivery. This does not override statutory cancellation or refund rights.
We will not automatically retain the full order value after a failed delivery. Any claim for loss will reflect the circumstances, our reasonable steps to reduce that loss and applicable law.
If an order is delayed or missing, please contact us so that we can investigate and provide the remedy to which you are entitled. You do not need to pursue our courier yourself.
- Collection
Please collect during the agreed period and wait for confirmation that your order is ready.
Bring your order confirmation or other reasonable proof of purchase. Someone collecting on your behalf may also need suitable identification where the order contains alcohol.
Contact us promptly if you cannot collect as arranged. We will try to agree an alternative, taking account of product shelf life and storage requirements.
Uncollected orders are not automatically refundable or automatically forfeited. Your cancellation rights and any reasonable claim for unavoidable loss will be assessed under our Returns and Cancellation Policy.
- Alcohol
You must be aged 18 or over to purchase products containing alcohol.
We may require appropriate proof of age before fulfilling an order and at delivery or collection. Alcohol will not be handed to anyone who fails the required age checks.
Please ensure the intended recipient is an adult and can provide identification if requested. We do not authorise unattended delivery of alcohol.
Where an order cannot be completed because age requirements are not met, we will explain the available options and any reasonable, lawful costs arising.
- Gift vouchers
Gift vouchers are delivered electronically to the email address supplied. Please check the address carefully and contact us promptly if a voucher does not arrive.
Vouchers are valid for 12 months from the purchase date. A scheduled delivery date does not extend this period. The expiry date is shown with the voucher.
The purchaser may give a voucher to another person. The holder may redeem it towards food and drink at Fletcher’s Restaurant, Plymouth, subject to availability and any restrictions clearly stated before purchase.
Unused balances remain available until expiry. Vouchers cannot be exchanged for cash, used to purchase other vouchers or redeemed after expiry, except where required by law.
Please keep the code secure. Contact us immediately if it is lost or disclosed. We will investigate, but cannot guarantee replacement of value already redeemed without our fault.
Purchasing a voucher does not reserve a table. Please book separately.
Cancellation rights are explained in our Returns and Cancellation Policy.
- Our responsibility
We are responsible for supplying products that meet the contract and your statutory rights.
We are responsible for reasonably foreseeable loss caused by our breach of contract or failure to exercise reasonable care and skill. We do not accept responsibility for losses that are not reasonably foreseeable or for business losses arising from products bought for personal use.
We are not responsible for deterioration caused by your failure to follow clear storage or handling instructions after receipt, except where the problem was caused by us or the goods were already defective.
Nothing excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or anything that cannot lawfully be excluded or limited.
- Problems and complaints
Please contact enquiries@fletchersrestaurant.co.uk with your order details and a description of the problem. We will investigate and seek a fair resolution.
- Applicable terms and law
The terms agreed when you place your order apply to that purchase. Later changes will not retrospectively alter your contract.
These terms are governed by English law. You retain any mandatory consumer protections and rights to bring proceedings in your home jurisdiction that apply to you.
Fletcher’s Restaurant Gift Voucher – Terms & Conditions
Fletcher’s Restaurant Gift Voucher Terms and Conditions
Last updated: 10 November 2026
These conditions apply to electronic gift vouchers issued by Mama Fletch Ltd trading as Fletcher’s Restaurant. They supplement our Online Shop Terms and Conditions and do not limit your statutory rights.
1. Validity and expiry
Gift vouchers are valid for 12 months from the date of purchase. The expiry date is stated in the voucher email or purchase confirmation.
Please check the expiry date and allow sufficient time to book and visit. Scheduling a voucher email for a later date does not extend its validity.
Expired vouchers and unused balances cannot normally be redeemed, extended or refunded, except where required by law or expressly agreed by us.
2. Electronic delivery
Vouchers are sent by email to the address supplied when ordering, immediately or on the selected delivery date.
Please check the recipient’s email address carefully. If the email does not arrive, check the junk folder and contact enquiries@fletchersrestaurant.co.uk.
We will make reasonable efforts to help correct delivery problems. We cannot guarantee recovery of a voucher sent to an incorrect address and already redeemed without our fault.
3. Where and how to redeem
Vouchers may be used in person at Fletcher’s Restaurant, Plymouth, towards food and drinks.
Present the voucher code when paying, either on your device or as a printed copy.
If your bill exceeds the available voucher balance, you must pay the difference using another accepted payment method.
Vouchers cannot be used to purchase further gift vouchers.
4. Partial use and checking your balance
You do not need to spend the full balance in one visit. Any remaining credit stays on the voucher and may be used before its original expiry date.
You can check your gift voucher balance online. Enter the full code, including any hyphens.
Using part of a voucher does not extend its expiry date. Unused credit is not exchanged for cash, except where required by law.
5. Giving a voucher as a gift
The purchaser may give the voucher to another person, who may redeem it under these conditions.
Please keep the code secure. Anyone who obtains it may be able to use the balance.
6. Booking a table
A voucher does not guarantee a table or priority booking. Reservations are subject to availability.
Please book your table online or telephone 01752 201523, and mention that you intend to use a voucher.
Our restaurant booking and cancellation conditions apply separately. Please arrange your visit before the voucher expires.
7. Restrictions
Unless we expressly agree otherwise:
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Vouchers cannot be exchanged for cash.
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Vouchers cannot be used for tips or gratuities.
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Vouchers cannot be combined with promotional offers or discounts where those offers exclude voucher payments.
Any additional restrictions specific to a voucher will be stated before purchase.
8. Cancellations and refunds
For an unused electronic voucher bought online, the purchaser may cancel within 14 days after the day the purchase contract is made.
To cancel, email enquiries@fletchersrestaurant.co.uk with a clear cancellation request and, if available, the order number.
We will deactivate the voucher and refund the purchaser within 14 days of notification, using the original payment method unless otherwise expressly agreed.
Sending the voucher by email does not, by itself, remove applicable statutory cancellation rights.
If a voucher has been partly or fully redeemed, please contact us. Any statutory entitlement will be assessed according to the circumstances.
Outside applicable cancellation or other statutory rights, we do not offer discretionary refunds for unwanted vouchers or expired balances.
9. Lost, deleted or misused vouchers
If a voucher email is lost or deleted, contact us. We may request reasonable proof of purchase before resending it.
If you believe a code has been stolen or disclosed, notify us promptly. We will investigate and, where reasonably possible, protect any remaining balance.
We cannot guarantee replacement of value already redeemed without our fault. This does not affect our responsibility where a loss results from our breach of contract or negligence.
10. Your rights and these conditions
The conditions provided when the voucher was purchased apply to that purchase. Later changes will not retrospectively reduce your rights.
These conditions are governed by English law. You retain any mandatory consumer protections and rights to bring proceedings in your home jurisdiction that apply to you.
For help, email enquiries@fletchersrestaurant.co.uk or telephone 01752 201523.
Fletcher’s Restaurant Booking – Terms & Conditions
By making a reservation at Fletcher’s Restaurant, you agree to the following terms and conditions:
1. Booking & Card Details
All reservations are subject to availability and are confirmed via email. To secure your booking, you are required to provide valid debit or credit card details at the time of booking.
- Bookings made within 7 days of the reservation date: Your card will be pre-authorised for the relevant amount in line with our cancellation and no-show policy. This is not a payment, but a temporary hold on funds to confirm your intent to attend.
- Bookings made 7 days or more in advance: Your card details will be securely held on file, with no immediate charge or pre-authorisation applied.
All card data is securely processed and stored in accordance with Stripe’s Terms of Service.
2. Cancellation & No-Show Policy
We kindly request a minimum of 24 hours’ notice for any cancellation or change to your reservation.
- Standard Bookings: A charge of £20 per person will apply for no-shows or cancellations made with less than 24 hours’ notice.
- Taster Menu Bookings: A charge of £90 per person (the full menu price) will apply in the event of a no-show or cancellation made with less than 24 hours’ notice.
If applicable, the charge will be made to the card you provided at the time of booking.
3. Group Bookings
For parties of 6 or more, we may request a pre-order and/or deposit. Any deposit is non-refundable if the booking is cancelled with less than 72 hours’ notice. Group bookings may be subject to additional terms, which will be communicated at the time of booking.
4. Arrival Time
We ask all guests to arrive on time. Tables will be held for 15 minutes after the scheduled booking time. After this period, the reservation may be released and treated as a no-show, incurring the applicable charge.
5. Allergies & Dietary Requirements
Please inform us of any allergies or dietary requirements at the time of booking. While we make every effort to accommodate these needs, we cannot guarantee the absence of allergens.
6. Payment
Final bills are payable at the end of your meal. We accept most major credit and debit cards.
7. Stripe Payments
All card transactions, including pre-authorisations and charges, are processed via Stripe, our secure payment provider. By entering your card details, you agree to Stripe’s consumer terms:
https://stripe.com/gb/legal/consumer
8. Amendments
We reserve the right to amend these terms and conditions at any time. The terms applicable to your booking are those in force at the time the reservation is made.
