Terms and Conditions

Last updated: 15 September 2026

Trading name: The Artisan Oven
Legal operator: Marlow Bouwer, Louis Benne
Address: 3a Chapel Road, Middlesex, TW1 2NG
Email: [email protected]
Telephone: 07918800322 or 07305515229

1. About these terms

These Terms and Conditions apply to pizza and other food orders placed with The Artisan Oven through our website, online order forms, email, school services, special events or another ordering method that refers to these terms.

“We”, “us” and “our” mean The Artisan Oven and its legal operator. “You” and “your” mean the person placing or authorising an order. An “order” is a request to purchase food and a “confirmed order” is one we have accepted.

Information shown before ordering, including the menu, price, quantity, date, collection time, location, allergen information and event-specific cancellation deadline, forms part of the order. Clearly stated event-specific information takes priority for that event.

2. Ordering and acceptance

You must have authority to place the order and use the selected payment method. Customers under 18 should order with the permission of a parent, guardian or responsible adult where required.

Submitting an order is an offer to purchase. An order is accepted when we display a clear confirmation, send an acceptance email or otherwise confirm acceptance in writing. An expression of interest is not an order and does not create a payment obligation.

We may decline an order because of limited capacity, ingredient availability, venue restrictions, safety or allergen concerns, an obvious error, duplicate or suspicious submissions, previous unpaid orders, misconduct or circumstances outside our reasonable control.

3. Information you must check

Before submitting an order, check the service or event date, collection time and location, pizza size, type and quantity, total price, payment method, cancellation deadline, contact details, current allergen information and any dietary or collection notes.

You are responsible for ensuring the information supplied is complete and accurate. Contact us promptly if you find a mistake. We cannot guarantee changes after the applicable ordering or cancellation deadline.

4. Handmade products and prices

Our pizzas are handmade, so appearance, shape, thickness, topping placement, colour and cooking time may vary. Photographs are illustrative. Small areas of blistering or charring can be normal for high-temperature pizza, but this does not affect your rights if food is excessively burnt, unsafe, inedible or materially different from its description.

The price displayed when you order is the total price for the selected food, including applicable taxes. We will not add a compulsory charge unless it was clearly disclosed before ordering. Promotional prices and discounts may have separate conditions and cannot be exchanged for cash or combined unless stated otherwise.

5. Payment

Payment must be made using a method offered on the website, order form or confirmation, such as bank transfer, PayPal or cash. Selecting cash or payment at an event does not make an accepted reservation optional.

Payment must be made by the stated deadline. A rejected, reversed or missing payment remains payable. Do not send payment-card details through an order-notes box, email or another unsecured message.

6. School lunch orders

Unless stated otherwise, Tuesday school lunch orders must be placed by 9:00 PM on the preceding Sunday. The same deadline normally applies to requested changes or cancellations. Late orders may be declined or accepted only if ingredients and preparation capacity permit.

Absence, forgetting to collect or changing your mind after the deadline does not automatically cancel an accepted order. If food has been prepared or unavoidable costs incurred, we may retain or charge an amount representing our reasonable loss, up to the full order price.

7. Special-event reservations and cancellations

A confirmed special-event reservation reserves preparation capacity and ingredients and is a commitment to pay, including where payment is due at the event. The event page or confirmation may specify the date, location, collection window, cancellation deadline and payment methods.

To request a change or cancellation, email [email protected] with the order name, email, reference and service or event date. Unless different information was shown before ordering, Tuesday lunch cancellations must be received by 9:00 PM on the preceding Sunday. For special events, use the displayed deadline; if none is displayed, the deadline is 12:00 noon on the day before the event.

Before the deadline, we will normally cancel without charge and refund advance payment where we have not incurred unavoidable costs. After the deadline or once preparation has begun, we may charge or retain our reasonable loss, up to the full order price. We will not impose a cancellation charge merely as a punishment or recover more than our reasonable loss.

8. No-shows, payment and unclaimed pizzas

A no-show is a failure to attend, pay or collect a confirmed order within the stated collection window without cancelling in time. It does not automatically remove the payment responsibility.

We will hold the order during the advertised collection window, or until the event ends where no window is stated. After that time, we may resell, donate or dispose of the pizza. If an unpaid pizza is resold, the net amount recovered will be credited against the amount owed. We will not recover more than our reasonable loss or the original order price.

9. Collection and food safety

Orders are collection-only unless delivery has been expressly offered and confirmed. We may ask for the customer’s name, email, order reference or reasonable proof before handing over an order.

Pizzas, boxes, trays and other items may be very hot. Carry food carefully, keep boxes level, allow food to cool where necessary and supervise children. Do not touch ovens or cooking equipment or enter staff-only preparation areas.

Eat food promptly and follow supplied handling instructions. After collection, you are responsible for safe transport, storage and handling. Contact us promptly if food may be unsafe and seek medical advice where appropriate.

10. Allergens and dietary requirements

Food allergies and intolerances can be serious. Check current written allergen information before ordering and at collection. Our standard Margherita contains wheat, including gluten, and milk. Other allergens may be present in ingredients or the preparation environment.

If you have an allergy, intolerance, coeliac disease or another dietary requirement, contact us before ordering and state the requirement clearly. Cross-contact may be possible. We may refuse or cancel an order where we cannot safely meet the requirement; if we cancel for this reason, we will refund the affected item.

11. Problems, refunds and service changes

We will supply food meeting applicable consumer and food-safety law. If food is unsafe, faulty, materially different from its description or not supplied with reasonable care, you may be entitled to a correction, replacement, price reduction, refund or another remedy required by law.

Report problems at collection where reasonably possible. Otherwise email [email protected] with the order details, date, description and a photograph where helpful. We do not normally refund a correctly described pizza because you changed your mind after the deadline, forgot to collect, arrived late, selected the wrong size or disliked normal handmade variation.

We may delay, move, reduce or cancel service because of venue closure, unsafe conditions, equipment failure, ingredient problems, staff illness, school instructions, event-organiser decisions, public-authority restrictions or other events outside our reasonable control. If we cannot supply an accepted order, you may choose a reasonable replacement or receive a refund for the unavailable item.

12. Website, behaviour and third parties

We try to keep the website, forms, prices, dates and availability accurate, but temporary errors or interruptions may occur. You must not damage the website, submit automated or excessive orders, access restricted systems, introduce malicious material or use the service fraudulently or unlawfully.

Schools, venues, event organisers, Google, PayPal and other service providers may have their own rules and privacy notices. Unless expressly stated otherwise, they are not the seller of the pizza and are not responsible for our order.

13. Privacy and intellectual property

We may collect customer, contact, order, event, payment, dietary and complaint information to administer orders, prepare and supply food, communicate with customers, manage payments, respond to problems and meet food-safety, accounting and legal requirements.

Third-party services may process information under their own privacy notices. Do not include unnecessary medical information or payment-card details in notes or email. The Artisan Oven name, logo, website design, original photographs, written descriptions and other original content may not be copied commercially without permission.

How our website and ordering system work

In simple terms, our order forms collect the details of your order — such as your name, class or group, order items and email address — and pass them to a private internal admin page that our team uses to see and prepare orders. Information you submit is transmitted using Google's own services and is encrypted in transit in line with Google's standard security practices.

We do not collect or store any card, bank or other payment details on our website or admin page. Payment is handled separately, and any payment provider is responsible for the security of payment data under its own terms. The only information we hold ourselves is limited to things like customer names, school/class or group information, order details and email addresses.

Our admin page is password-protected and accessible only to authorised members of our team. Parts of the underlying software used to build our website and ordering system are developed openly, and the general source code may be publicly viewable online. This does not by itself expose any customer's personal order data — the code and the data are kept separately — but, as with any website or online system, no method of storage or transmission can be guaranteed to be completely secure.

Despite our reasonable efforts, no password-protected system or online service can ever be guaranteed to be fully immune from hacking or unauthorised access. To the extent permitted by law, we will not be responsible for loss or damage arising from a third party unlawfully gaining access to information held on our website or admin system, provided we have taken reasonable security steps. This does not remove any right you have, or any responsibility we have, under UK data protection law to keep your personal data secure, or our responsibility for a breach caused by our own failure to take reasonable precautions. If we become aware of a data breach affecting your information, we will inform affected customers and any relevant regulator without undue delay, as required by law.

Please avoid sending sensitive personal information — including payment details or medical information beyond what is reasonably necessary for allergen purposes — through order notes or email, as these are not fully secure channels.

14. Responsibility, complaints and governing law

Nothing in these terms excludes or limits liability where unlawful, including responsibility for death or personal injury caused by negligence, fraud, unsafe or faulty food, failure to use reasonable care or statutory consumer rights.

Complaints should be sent to [email protected] with enough information to identify the order. We may update these terms for changes to our service, menu, ordering process or legal requirements. The version in force when an order is accepted normally applies to that order.

These terms are governed by the law of England and Wales. Customers elsewhere in the United Kingdom retain mandatory protections provided by the law applying where they live, and disputes may be dealt with by courts available under applicable consumer law.

Contact

The Artisan Oven
Legal operators: Marlow Bouwer and Louis Benne
3a Chapel Road, Middlesex, TW1 2NG
[email protected]
07918800322 or 07305515229