Terms &Conditions

Term & conditions

ACCESS TO THE SITES

Our Sites are made available free of charge.

You are responsible for making all arrangements necessary for you to have access to our Sites.

You are also responsible for ensuring that all persons who have access to our Sites through your internet connection are aware of these Terms and all other applicable Terms, and that they comply with them.

INFORMATION ON THE SITES

FLAME & SMOKE strives to ensure that the information contained on its Sites is accurate and reliable. However, FLAME & SMOKE and the World Wide Web (or Web Site Host) are not infallible and errors may sometimes occur. You should take appropriate steps to verify all information on the Sites before acting upon it. FLAME & SMOKE may from time to time revise the information, services and the resources contained in the Sites and reserves the right to make such changes without any obligation to notify past, current or prospective visitors/users. We do not guarantee that our Sites, or any content on them, will be free from errors or omissions.

Unless otherwise stated or the context requires otherwise the Sites relate to the business of FLAME & SMOKE in the United Kingdom only.

INTELLECTUAL PROPERTY

This Site contains many of the valuable trademarks owned and used by FLAME & SMOKE and its subsidiaries and affiliates throughout the world to distinguish its quality products and services. These trademarks and related proprietary property are protected from copying and simulation under national and Flame & Smoke laws and are not to be reproduced or copied without the express written permission of FLAME & SMOKE or its relevant subsidiaries and affiliates.

The graphic images, buttons and text contained in the Sites (and the Sites' 'look and feel') are the exclusive property of FLAME & SMOKE and, except for personal use, may not be copied, distributed, or reproduced or transmitted in any form or by any mean, electronic, mechanical, photocopying, recording or otherwise, without the prior written permission of FLAME & SMOKE. The content, arrangement and layout of the Sites, including, but not limited to, the trademarks, service marks, package designs, text, and content, are proprietary and are protected from copying, imitation, communication, or simulation under domestic and Flame & Smoke laws and are not to be reproduced, communicated, displayed, distributed, or transmitted without the express written permission of FLAME & SMOKE.

Any unauthorized use of the materials, structure, sequence, arrangement, or design of the Sites, or trademarks, service marks, or trade dress found within the Sites may violate civil or criminal laws, including, but not limited to, copyright laws, trademark laws, the laws of privacy and publicity, and communications regulations and statutes.

By visiting the Sites you not acquire or obtain by implication or otherwise, any license or right to use or make additional copies of any materials or information displayed on the Sites.

If you copy or download any part of our Sites in breach of these Terms, your right to use our Sites will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

VIRUSES

We do not guarantee that our Sites will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programmes and platform in order to access our Sites. You should use your own virus protection software.

You must not misuse our Sites by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Sites, the servers on which our Sites are stored or any server, computer or database connected to our Sites. You must not attack our Sites via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Sites will cease immediately.

LINKING TO OUR SITES

You may link to the home page of www.Flame & Smoke.co.uk, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

You must not establish a link to our Sites in any website that is not owned by you.

Our Sites must not be framed on any other site, nor may you create a link to any part of our Sites other than the home page of www.Flame & Smoke.co.uk

We reserve the right to withdraw linking permission without notice.

THIRD PARTY LINKS AND RESOURCES IN OUR SITES

The Sites may link to sites which are not maintained or related to FLAME & SMOKE. Hypertext links are provided as a service to users and are not sponsored by or affiliated with the Sites or FLAME & SMOKE. FLAME & SMOKE has not reviewed any of all of the sites hyper-linked to or from the Sites and is not responsible for the content of any other sites. The links are to be accessed at your own risk and FLAME & SMOKE makes no representations or warranties about the content, completeness, or accuracy of these links or the sites hyperlinked to the Sites . Further, FLAME & SMOKE does not implicitly endorse third-party sites hyperlinked to the Sites . FLAME & SMOKE will also not be responsible for the content of any third party advertising or sponsorship that may appear on the Sites nor for compliance of the same with any laws or regulations.

The Sites may also contain references to other company, brand and product names. These company, brand and product names are used herein for identification purposes only and may be the trademarks of their respective owners. The images of people or places displayed, forms, structures, and graphics displayed or found within the Sites are either the property of, or used with permission by FLAME & SMOKE. FLAME & SMOKE may be, but is not necessarily sponsored by or affiliated with any of the owners of the other company, brand or product name appearing on the Sites, and makes no representations about them, their owners, their products or services. Any use by you of these marks, names and logos may constitute an infringement of the holders' rights.

LIMITATION OF OUR LIABILITY

Nothing in these Terms excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

As referred to above, our Sites are made available free of charge. As a consequence by entering the Sites , you acknowledge and agree that the use of the Sites is at your own risk and to the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to our Sites or any content on it, whether express or implied.

We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with: Use of, or inability to use, our Sites; Use of or reliance on any content displayed on our Sites. If you are a business user, please note that in particular we will not be liable for: Loss of profits, sales, business or revenue; Business interruption; Loss of anticipated savings; Loss of business opportunity, goodwill or reputation; or Any indirect or consequential loss or damage.

If you are a consumer user, please note that we only provide our Sites for domestic and private use. You agree not to use our Sites for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. We will not be liable for any loss or damage caused by a virus, distributed denial-of- service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our Sites or to your downloading of any content on it, or on any website linked to it.

We assume no responsibility for the content of websites linked on our Sites. Such links should not be interpreted as endorsement by Us of those linked websites. We will not be liable for any loss or damage that may arise from your use of them. Any software is downloaded at your own risk. If you are in any doubt as to the suitability of the software to be downloaded for your computer it is recommended that you obtain specialist advice before downloading it.

SEVERANCE OF TERMS

If any part of these Terms is, at any time, found to be invalid by a court, tribunal or other forum of competent jurisdiction, or otherwise rendered unenforceable, that decision shall not invalidate or void the remainder of these Terms. These Terms shall be deemed amended by modifying or severing such part as necessary to render them valid, legal and enforceable while preserving their intent, or if that is not possible, by substituting another provision that is valid, legal and enforceable that gives equivalent effect to the parties' intent. Any such invalid or unenforceable part or parts shall be severable from these Terms, or the validity of the part(s) in question in any other jurisdiction shall not be affected thereby.

APPLICABLE LAW

These Terms are governed by the laws of England and Wales and you agree that the English courts shall have exclusive jurisdiction in any dispute. The Sites are intended for use only by persons who access them from within the UK & Ireland. Goods advertised, displayed or provided on this Sites are available only to residents of (or companies incorporated in) the UK & Ireland. We make no representation that any material contained on this Site is appropriate for any other jurisdiction.

CHANGES TO THESE TERMS

We may revise these Terms at any time by amending this page. Please check this page from time to time to take notice of any changes we made, as they are binding on you.

TRADEMARKS

FLAME & SMOKE name, design and related marks are trademarks of Flame & Smoke Uk Ltd (Great Britain) Limited. 2026 Flame & Smoke Uk Ltd, all rights reserved.

CONTACT US

The Sites are owned and operated by Flame & Smoke Uk Ltd(Great Britain) Limited a company registered in England and Wales, whose registered office is at Sir Robert Peel House, Suite 109, 344-348 High Road, Ilford, England. IG1 1QP.

WEBSITE AND APP ORDERING

These terms and conditions apply to all orders made online through FLAME & SMOKE’s website and via FLAME & SMOKE’s mobile application (the “App”), so it’s important that you read through them before you submit an order. You may order products directly from FLAME & SMOKE for home delivery (“Delivery Orders”), or if you wish to collect your order at a Drive Thru or in-restaurant (for dine-in or takeaway) (“Collection Orders”), depending on which restaurant you choose.

By submitting an order on our website or our App, you are telling us that you agree to everything set out here. We may need to change these terms and conditions from time to time – the terms posted on this page at the time that you submit your order will be the ones that apply to your order.

FLAME & SMOKE stores in the UK are owned and operated either by the company Flame & Smoke Uk Ltd(Great Britain) Limited (“FLAME & SMOKE”) or by one of its franchisees. When you place an order on our website or our App, FLAME & SMOKE will accept your order either on its own behalf or as an agent on behalf of its franchisees. If we accept an order on behalf of one of our franchisees, the legal contract relating to your order is between you and the franchisee that operates the store which fulfils your order.

You can only place an order on our App or website if you’re over the age of 16. If you are at least 16 years old but not yet 18 years old, you must review these terms and conditions with your parent or guardian. If you place an order on our App or website, you are confirming to us that you are either at least 18 years old and legally capable of entering into a contract to buy our products, or are at least 16 years old but not yet 18 years old and have your parent or guardian’s permission to enter into a contract to buy our products.

REGISTRATION

Account: To place a delivery order using our App or website, you must create a FLAME & SMOKE account with us. If you are placing a Collection Order via our website, you may place an order as a guest. Either way, we will ask you to give us the information that we need to process your order, including your name, delivery address and contact details. We will rely on this information, so please ensure that all details you give us are true, accurate and complete and please update your account if your details change. If you provide us with your email address, we will take this as confirmation that you are happy for e-mail to be used as our primary form of communication for contractual purposes. Each customer is limited to opening and maintaining a single account.

Termination or suspension of your Account: FLAME & SMOKE is entitled to suspend or terminate your account (including access to the Rewards Arcade) if we determine that your account is directly related to or connected with any suspicious activity, fraud, an abuse of our terms or processes or abuse of our promotional offerings (including rewards).

Security: When you create an account you will be asked to select a username and password, which will be used to secure your account. The security of your account is your responsibility, and you will be responsible if someone else uses your account, unless you can prove that your account was accessed fraudulently. So please don’t share your username and password with anyone else! If you believe that the security of your account has been compromised, please let us know immediately so that we can investigate what has happened. If we have reason to believe that your account has been compromised or if we have detected suspicious activity, we may suspend your account temporarily while we investigate or ask that you reset your passwords.

Verification: We may need to verify the information you have provided to us when registering your account, using a verification email sent to your given email address. To enable us to complete our verification process we may need to access relevant information about you held by third parties (including social networks). By registering with us, you are agreeing to this verification process and to us accessing relevant information held by third parties. Your use of our website and App may be limited until we have completed our verification process.

Data Protection: We will collect, store and process your personal information in accordance with our Privacy Policy, which forms part of these terms and conditions. Please have a read of our Privacy Policy to make sure you are happy with its contents. By creating an account, you are telling us that you agree to everything set out in our Privacy Policy.

PRODUCTS

The FLAME & SMOKE menu items offered for delivery by FLAME & SMOKE are shown on the delivery menu pages of our website and App, for the restaurant you select, as updated from time to time. There may be some products we sell in store that aren’t available for delivery via our website or App. Our delivery menu has been specially created to ensure that we can bring you the same great FLAME & SMOKE experience you have in our restaurants, at home. Our products are made fresh to order, so although we make your food with a lot of love, at times the products you order may vary slightly from the images of the products shown on our website or App.

Prices: The prices of our products are shown on the delivery menu pages on our website and App, as updated from time to time. Our delivery prices may be different to what you’re used to paying in-store. Prices may also vary from store to store and depending on the type, quantity and/or size of the products ordered as well as any variations, amendments or upgrades you order. All our prices are inclusive of VAT and any other applicable taxes.

Allergy sufferers & vegetarians: We use nuts in few of our products and some ingredients are made in factories that handle nuts. We don’t have a separate nut-free or vegetarian preparation or cooking areas. Our teams regularly handle multiple food ingredients in our kitchens, our food and packaging may contact allergens during preparation, cooking and delivery. Delivery couriers may deliver more than one order. We can’t guarantee that any items are 100% allergen free including ingredients removed on request. For nutrition and allergen information click here.

Halal: all of our restaurants prepare halal food.

Availability: As all of our products are made fresh to order, it is possible that we might run out of stock from time to time. Whilst we will make every effort to remove these out of stock items from our website and our App as soon as possible we may need to substitute part of your order for something of equal or greater value.

We apologise if this happens and for Collection Orders, we invite you to discuss this with our restaurant manager. For Delivery Orders, please refer to the contact number provided on your order history page for the customer service team that will be able to help you.

THE ORDERING PROCESS

Delivery areas: When you enter your postcode and address or allow the App to use your location, we will let you know if we are able to offer delivery to your area or not. Please note final confirmation will only be made when you checkout. If we don’t deliver in your area or if one of our restaurants has had to close for any reason then we are very sorry but we won’t be able to accept your order. If we don’t currently deliver to your area, don’t worry, we’re working as fast as we can to get to you. We may need to withdraw delivery areas from time to time but we’ll try our best not to do this to avoid disappointment.

Mobile App Ordering: By clicking 'Order From Here' on a particular restaurant in the App, you are agreeing to place your order from that specific restaurant (as identified in the confirmation email you receive once you have completed your order (the "Selected Restaurant"). If there are no restaurants close to you which currently offer Mobile Ordering, unfortunately we will not be able to accept your order via Mobile Ordering - we are working as fast as we can though to roll out Mobile Ordering across our restaurants. We may need to withdraw Mobile Ordering from certain restaurants from time to time but we’ll try our best not to do this to avoid disappointment.

Delivery and service fees: We currently charge a delivery fee and a service fee. The delivery fee contributes to delivering to your door and the service fee contributes to the management of your order. On orders below a certain amount, we charge a small order fee. We may choose to vary these fees in the future, but these will be itemised in your basket before you checkout.

Order confirmation: We’ll show you the price of the products in your basket before you confirm your order. Once you have submitted your order, payment has been authorised and our store has confirmed that they can accept your order, you will see a confirmation notification on your screen. Your order is not complete until you see this confirmation notification. You will also receive a confirmation email. In the App, you can find your order number on our live tracking page when selecting 'orders' as on the menu screen. Please make sure that the email address, delivery address and telephone number you have provided us with are correct, as we will need the correct details to get your order to you. We may sometimes have to cancel orders even if they have been confirmed – we will make sure that this only happens as a last resort and we will contact you as soon as we can to let you know that we won’t be able to fulfil your order.

Changes to your order: To make sure we get your delivery to you as soon as possible, we start preparing your food as soon as your order has been confirmed. So unfortunately it’s not possible to make any changes or to cancel your order once we have sent your order confirmation. Because you are buying food, the cooling off rights granted by the Consumer Rights Act 2016 do not apply.

Preferences & Problems: You are responsible for ensuring that any saved order details and any saved payment card information is up-to-date. Make sure you check your order confirmation email carefully in case it’s not what you are expecting. If you experience any problems when trying to place an order, please contact our customer care team on contact@flameandsmoke.co.uk

PAYMENT

Order process and payment: You will be held responsible for the payment of all orders that you place through our website and App. Please make sure that the credit or debit card you are using is your own and that there are sufficient funds in your account to cover payment of your order. We accept a variety of credit and debit card payments, which are listed on the checkout screen. By clicking “pay”, you agree that we may take full payment of the total amount from your selected payment method.

In certain circumstances we may have to cancel your order. This may happen, for example, if we are unable to take full payment or if the restaurant is unable to fulfil your order for whatever reason. If your order is cancelled after it has been confirmed but before courier order collection, we will inform your bank, and notify you that your order has been cancelled.

DELIVERY

Delivery times: We try our best to make sure that you get your order within 40 minutes of placing it, however, the time it takes for your order to reach you will depend on a number of factors. It’s important that you remain at the delivery address you’ve given us to receive your order.

Delays: Sometimes there may be reasons outside of our control that mean we can’t deliver your order within our targeted delivery time. Please check the progress of your order on the website order status page or on the App. In the rare event that delivery is seriously delayed we may have to cancel your order. We will of course notify you of this and ensure that you are given a full refund.

Delivery address: Your delivery driver will deliver to the address specified in your order, so please ensure you provide accurate information. Delivery drivers will only deliver to the main door/reception when delivering to apartment blocks, flats or hotels, so please make sure you come to meet them there.

Your order must be handed to you: You must take physical delivery of your order, and we can’t leave it behind a plant pot or in any other “safe” place (sorry!). If you fail to take physical delivery of your order (and your failure is not caused by us, the restaurant or the delivery partner), you will still be charged for your order, including for any delivery fees. This may happen, for example, if you fail to answer your door, provide the verification Pin to the courier, you have provided the incorrect delivery address or delivery map-pin location for the delivery

Delivery drivers: We use third party delivery specialists to deliver orders from our restaurants to your door. Our delivery services partners have been hand-picked to provide the best possible service, so please let us know if you have received outstanding service or if you are unhappy with the service you have received by giving us your feedback here, and we will pass this on.

Please be nice to your delivery driver - they are bringing you Flame & Smoke. We reserve the right to blacklist any delivery address if any delivery driver reports aggressive or abusive behaviour towards them.

Delivery queries: If you have a query about your delivery, please refer to the contact number provided on your order history page for the customer service team that will be able to help you.

REFUNDS

If you wish to seek a refund for any reason, including if the products are unsatisfactory or for other reasons, please refer to the contact number provided on your order history page for the customer service team that will be able to help you. Where we are processing refund requests, please be aware that we may ask you to provide reasonable evidence (such as photographs) demonstrating a reported issue with your order. In addition, and prior to processing any refund request, we may take other relevant factors into account, such as the details of your order and its delivery, your account data and ordering history, transaction data and information received from the restaurant and delivery partner. Your legal rights are not affected by anything in these terms.

COLLECTION ORDERS

Front counter Collection Order: When you submit a front counter Collection Order you will need to make your way to the Selected Restaurant to collect your order at any time during the Selected Restaurant’s opening hours for that day. You will need to have with you a device with the App installed to enable you to log into the App when you arrive at the Selected Restaurant. When you arrive at the Selected Restaurant, you will need to check in via the App. You will then be asked if you would like to Dine In or Take Away. Please be aware that some of our restaurants do not have Dine In facilities, and if you select Dine In for one of these restaurants, your order will be prepared for Take Away. You will then receive an in-App prompt to “Prepare My Order”. Your order will not be complete and sent to the kitchen until you confirm this ‘Prepare My Order’ prompt, to ensure your order is freshly prepared.

Drive Thru Collection Order: If you’ve selected a Collection Order via the Drive Thru lane as your preferred collection method then you will receive an order number when you check in via the App. You will need to repeat this number at the order point in the Drive Thru lane and we will then prepare your meal. You must comply with all UK driving laws when using the App. You should not use your mobile phone while driving. Switch off your engine and apply the handbrake before using the App, including at the order point. Once you have recited your order number at the order point please proceed to the collection window to collect your order. This method of collection is only available at select restaurants with a Drive Thru lane.

Please note the closing time of the Selected Restaurant when you place your order. If you do not check in and prompt the restaurant to prepare your order prior to the restaurant’s closing time on the day you make your order, it will be cancelled, and your payment method will not be charged. We will try and release the pre-authorisation for your order on your payment card as soon as possible, but it may still show as pending until your issuing bank voids the transaction.

Because our restaurants do not receive your order until you check in and prompt the restaurant to pack your order, our restaurants may on rare occasions not have the products you have ordered in stock by the time you arrive to collect your order. Therefore, we may have to cancel orders after they have been confirmed by you prompting the restaurant to prepare it – we will make sure that this only happens as a last resort and our restaurant managers will offer you alternatives for any out of stock items. We reserve the right to cancel any order, before or after acceptance, and will notify you immediately of any such cancellation.

Delays: Sometimes, if the Selected Restaurant is very busy, or for any reason outside of our control, there may be a delay in the preparation of your order. We ask that you be kind to our restaurant staff – they are doing everything they can to get your order ready for you!

Use of our products: We deliver our products to you so that you can enjoy them yourself or with your friends and family. You agree that you will not re-sell any FLAME & SMOKE products delivered to you or use them for any other commercial purposes.

FAILURE TO COMPLY WITH THESE TERMS & CONDITIONS

If FLAME & SMOKE or one of our franchisees fails to comply with these terms and conditions, we (or the relevant franchisee) will be responsible for any loss or damage you suffer as a direct result of our failure, up to the value of your order. Neither FLAME & SMOKE or its franchisees will be responsible for any loss or damage that is not a direct or foreseeable result of its failure to comply with these terms.

If you fail to comply with these terms and conditions, you will be responsible for any costs that we or our franchisees incur as a direct result of your failure. If we or our franchisees delay in or fail to enforce our rights under these terms and conditions, that does not mean that we lose the right to do so or that you do not have to comply with your obligations under these terms and conditions. Any waiver of our rights will only be effective if it is made clear in writing to you

COMPLAINTS

If you are unhappy with the service you have received, please contact us and we will do our best to get to the bottom of what happened and why.

DISPUTES

If you believe that we have not complied with these terms and conditions, please contact us.

In the event that a claim is brought in connection with these terms and conditions, it will be dealt with in the courts of England and governed by the law of England and Wales.

FLAME & SMOKE REWARDS

FLAME & SMOKE REWARDS TERMS (UK, ROI AND NI)

These terms and conditions ("Rewards Terms") along with the Online and Mobile Application Terms and Conditions (“Terms”, see here) and FLAME & SMOKE’s Privacy Policygovern the FLAME & SMOKE rewards programme known as the “FLAME & SMOKE Rewards” ("Rewards Arcade") operating in the United Kingdom ("UK"), Republic of Ireland (“ROI”) and Northern Ireland (“NI”). Access to the Rewards Arcade is only available through FLAME & SMOKE’s mobile application (the “App”).

By downloading the App, you are entering into a binding agreement with Flame & Smoke Uk Ltd(Great Britain) Limited ("FLAME & SMOKE", "we", "us" or "our") in respect of your use of, and participation in the Rewards Arcade (if any). If you do not agree to all of the Rewards Terms, Terms, Privacy Policy and any other terms referenced in these Rewards Terms, you must not use the Rewards Arcade.

1. FLAME & SMOKE Privacy Policy

1.1 In connection with these Rewards Terms, FLAME & SMOKE will use your personal data as set out in our Privacy Policy. Our Privacy Policy sets out our information practices including how we collect, use and share your personal information. It also sets out rights that you have with respect to your own personal information.

GUEST EXPERIENCE SURVEY

• Flame & Smoke Uk Ltd (“FLAME & SMOKE”) is offering certain of its customers a free side/snack at FLAME & SMOKE (the “Promotion”) if they complete the FLAME & SMOKE Guest Satisfaction Survey (“Survey”).
• To be eligible for the Promotion, customers must spend a minimum of £5 (€5 in Ireland) at FLAME & SMOKE, retain their paper transaction receipt (“Receipt”) and follow the link on their Receipt to complete the Survey. Customers will be required to share their email addresses to complete the Survey. Once the Survey has been completed, the customer will receive a code (“Code”) via their provided email address. The Code is required for customer to receive the Promotion.
• It is the customer’s responsibility to take a note of that Code. A new Code cannot be given by FLAME & SMOKE if the customer forgets or misplaces the Code. New emails containing replacement Codes will not be issued.
• The customer must complete the Survey within 3 days of the relevant FLAME & SMOKE date set out at the top of the retained Receipt in order for a valid Code to be generated.
• Customers can only complete the Survey once every thirty days. The Code remains valid for thirty days from receipt of the Email and Code
• To redeem the Promotion, the customer must present the retain the Email and Code to the relevant cashier in the participating restaurant before placing their order.
• FLAME & SMOKE reserves its rights to withdraw or amend the Promotion at any time.
• Participating restaurant trading hours apply.
• The Promotion is always subject to availability at the relevant participating restaurant.
• Customers must be sixteen years of age or over to redeem the Promotion.
• The Promotion has no cash value and no cash or alternative value will be provided in part. The customer’s Receipt will be retained by the participating restaurant when the customer presents it to redeem the Promotion.
• Only one Promotion may be redeemed per transaction.
• The Promotion cannot be used in conjunction with any other FLAME & SMOKE offer, discount, competition or promotion including any Flame & Smoke Club offer, discount, competition or promotion.
• The Promotion is not offered to customers who are invited to digitally complete the Survey via email.

GUEST EXPERIENCE SURVEY SNACK OR SIDE PROMOTION TERMS AND CONDITIONS

THE PROMOTER

1. The promoter is Flame & Smoke Uk Ltd, Sir Robert Peel House, Suite 109, 344-348 High Road, Ilford, England, IG1 1QP. Any information or instructions published by FLAME & SMOKE about the Promotion form part of these terms and conditions (the “Terms”).

PROMOTION PERIOD

FLAME & SMOKE reserves its rights to vary, withdraw and/or extend the Promotion Period at any time.

ELIGIBILITY

4. To be eligible for the Promotion, customers must spend a minimum of £5 (€5 in Ireland) at participating FLAME & SMOKE restaurants (which for the purpose of this Promotion, includes all FLAME & SMOKE restaurants in the United Kingdom), retain their Receipt and follow the link on their Receipt to complete the Survey. Customers are required to share their email address to complete the Survey. Once the Survey has been completed, the customer will receive the Code via email to be eligible for the Promotion.

5. To receive the Promotion, the customer must present the retained Email and Code to the relevant cashier in the participating restaurant before placing their order.

6. FLAME & SMOKE and/or any participating restaurant reserves the right to refuse service to anyone who, in its reasonable opinion, is not complying with the spirit of the Promotion.

GENERAL

7. The Promotion is available at participating FLAME & SMOKE restaurants for customers who place dine in, drive thru and take away orders and who follow the link on their Receipt to complete the Survey.

8. The Promotion is not available to customers who place orders via delivery or FLAME & SMOKE collect services and who are invited to digitally complete the Survey via email.

9. Only one Promotion may be redeemed per transaction.

10. The Promotion cannot be used in conjunction with any other FLAME & SMOKE offer, discount, competition or promotion including any Flame & Smoke Club offer, discount, competition or promotion.

11. The Promotion is not transferable and has no cash value and no cash or alternative value will be provided in full or part.

12. It is the customer’s responsibility to take a note of the Code. A new Code cannot be given by FLAME & SMOKE or participating restaurants if the customer forgets or misplaces the Code.

13. Customers can only complete the Survey once every 30 days. The Code remains valid for 30 days from receipt of the Email and Code.

14. Customers must be 16 years old or over to redeem the Promotion.

15. The Promotion is subject to availability at participating restaurants and exclusions may apply.

16. Participating restaurant trading hours apply.

17. FLAME & SMOKE reserves the right at any time and in its discretion (taking into account product availability and other factors) to change the Snack and Side options.

18. FLAME & SMOKE reserves the right to hold void, cancel, suspend, or amend the Promotion at any time.

19. By taking part in this Promotion, all participants will be deemed to have accepted these Terms.

20. The Terms are governed by English Law and shall be subject to the exclusive jurisdiction of the courts of England and Wales.

PROMOTIONAL AND LOYALTY OFFERS

FLAME & SMOKE UK&I PRIZE GIVEAWAY FULL TERMS AND CONDITIONS

1. The “Promoter” is Flame & Smoke Uk Ltd Sir Robert Peel House, Suite 109, 344-348 High Road, Ilford, England, IG1 1QP.

2. The Promoter is working with its social media agency, Uncovered Group (the “Agency”), to deliver the Promotion.

3. Any information or instructions published by the Promoter about the Promotion form part of these terms and conditions.

Eligibility

4. The Promotion is open to United Kingdom residents aged eighteen (18) and over with a valid Instagram account.

5. By participating in the Promotion, Participants accept these terms and conditions.

6. Employees or agents of the Promoter or any of its group companies, and their families or households, and anyone else professionally connected to this Promotion are not eligible to participate.

7. Any entries submitted by agents, third parties, organized groups or applications automatically generated by computer will be deemed invalid and will not be accepted by the Promoter.

Entry Mechanism

8. At the start of the Promotion Period, the Promoter will release details for participation in the Promotion via its Instagram broadcast channel and Instagram account (the “Promotion Details”).

9. The Promotion Details will require Participants to comment under FLAME & SMOKE Instagram and TikTok page.

10. Once the Participant has commented under FLAME & SMOKE giveaway post, and provided that the Participant has otherwise complied with these terms and conditions, the Participant’s Instagram handle will then be entered into a prize draw (the “Prize Draw”).

11. Each Participant may submit one (1) entry only. Multiple entries will not be counted.

12. Entries that do not comply with these requirements, are incomplete, or are not posted in accordance with these terms and conditions may be disqualified by the Promoter where it reasonably considers that they do not comply with these Terms and Conditions.

Winner Selection, Notification and Prizes

13. All valid entries (Instagram handles) will be collected and entered into a random selection generator operated by the Promoter.

14. At the end of the Promotion Period, the Promoter will conduct the Prize Draw using a random generator to select the winning entries.

15. There will be five (5) winners in total.

16. Each winner will receive 1 x FLAME & SMOKE Jersey (the “Prize”).

17. Only one Prize may be awarded per person.

18. If fewer than five (5) eligible entries are received, each valid entrant will win a Prize.

19. Winners will be contacted via direct message from Flame & Smoke.

20. If a winner does not respond within 48 hours of notification, the Promoter reserves the right to select an alternative winner using the same process. The alternative winner will be notified via direct message from the @Flame & Smokeuki Instagram account only.

21. The Promoter’s decision as to the winners is final and no correspondence will be entered into.

22. The first name and county of the winners may be obtained by sending a written request to the Promoter at the address set out in clause 1 within three (3) months of the end of the Promotion Period. If a winner objects to this information being made available, they should contact the Promoter when they are notified that they have won. In such circumstances, the Promoter may still disclose the information to the Advertising Standards Authority or another regulator where required.

23. No cash or other alternative prize will be provided in whole or in part, except that the Promoter reserves the right to substitute the Prize for a prize of equal or greater value.

24. The Promoter shall have the right, where necessary, to undertake all reasonable actions necessary to protect itself against fraudulent or invalid entries including, without limitation, to request further verification as to the winners’ identity, age, and other relevant details.

25. The Promoter reserves the right, acting reasonably, to disqualify entries which it considers do not comply with these terms and conditions, or any participant who it reasonably believes has interfered with the fair running of this Promotion.

Content Requirements and Disqualification

26. Any content submitted as part of the Promotion (including, without limitation, video footage uploaded to Instagram Stories) must be appropriate, lawful, and in keeping with the spirit of the Promotion.

27. Entries must not:

• a. contain any material that is offensive, inappropriate, obscene, indecent, or rude;
• b. depict or encourage unsafe irresponsible behaviour;
• c. involve or feature any third party (including members of the public) who has not given their prior consent, or which may make any third party feel uncomfortable, harassed, or distressed;
• d. be disruptive to any business, venue, or public space (including FLAME & SMOKE restaurants), or otherwise interfere with the enjoyment or safety of others; or
• e. otherwise breach any applicable laws, regulations, or advertising rules, including the UK Code of Non-broadcast Advertising and Direct & Promotional Marketing.

28. The Promoter reserves the right, acting reasonably, to disqualify any entry that it considers does not comply with this section or these terms and conditions, or which may bring the Promoter or its brand into disrepute. Any disqualified entries will not be entered into, or may be removed from, the Prize Draw and the Promoter reserves the right to remove comments which do not comply with these terms and conditions.

Privacy and Data Protection

29. Any personal data relating to Participants will be collected in accordance with the Promoter’s privacy policy.

30. Other than as set out in these terms and conditions for the purposes of operating the Promotion, the information provided by you when entering the Promotion or claiming the Prize will not be used for any promotional purpose unless you have opted in to receive marketing communications from the Promoter.

General

31. The Promoter reserves the right, acting reasonably where necessary to comply with applicable law or to ensure the fair operation of the Promotion, to amend or vary these terms and conditions.

32. The Promoter reserves the right to reject any entries that it deems to be abusive, offensive, or hateful in language.

33. The Promoter will not be responsible or liable for: (a) any failure to receive entries due to transmission failures and other conditions beyond its reasonable control; (b) any late, lost, misrouted, or damaged transmissions or entries; (c) any computer or communications-related malfunctions or failures; (d) any disruptions, losses or damages caused by events beyond the control of the promoter; (e) any printing or typographical errors in any materials associated with this Promotion; or (f) any failure, interruption or unavailability of Instagram or any other platform used in connection with the Promotion.

34. By entering this Promotion, you agree to release the Promoter from any liability whatsoever for any claims, costs, injuries, losses, or damages of any kind arising out of or in connection with this Promotion or with the acceptance, possession or use of any Prize (except death or personal injury caused by the Promoter’s negligence, for fraud, or otherwise as prohibited by law).

35. This Promotion is in no way sponsored, endorsed, administered by, or associated with Instagram. By entering, participants acknowledge that they are providing their information to the Promoter and not to Instagram. Any questions, comments or complaints regarding the Promotion should be directed to the Promoter and not Instagram.

36. Participants must behave safely and responsibly at all times.

37. Any question concerning the legal interpretation of these terms and conditions will be based on English law and the Courts of England and Wales will have jurisdiction.

FLAME & SMOKE reserves the right to vary, withdraw or extend this offer at any time and without notice. At participating FLAME & SMOKE UK and Ireland restaurants only. Participating restaurant trading hours apply.