Last updated: 6 September 2025

Quick summary (for customers)

• Cancel before we start: usually a full refund minus any reasonable costs (see below).

• If we’re already on the way / arrive: waiting-time or call-out fees may apply.

• Age-check failed: we won’t hand over; we retain the £10 call-out/delivery charge plus incurred costs.

• Refunds are sent to your original payment method within 3–4 working days (your bank may take longer).

1) Scope

This policy covers orders for shisha delivery, private hire, and any equipment we leave with you. It should be read alongside our Terms & Conditions.

2) When does a service “start”?

For on-demand deliveries, the service is considered to have started when we prepare your order in our commercial kitchen. For events & bookings, it also starts when we prepare the order.

3) Cancelling before we start

• If you cancel before preparation: we will refund you in full minus any reasonable, unrecoverable costs already incurred (e.g., special prep, third-party fees).

• How to cancel: email orders@shisha2go.co.uk or call 020 3432 3471 with your order number.

4) Cancelling after dispatch / on arrival

If the driver is already en route or has arrived:

• Waiting-time: first 10 minutes included, then £2 per 10 minutes.

• If you cancel at the door or we cannot proceed for reasons within your control (see Section 7), we may charge the usual £10 re-delivery/aborted call-out and deduct any consumables/labour already incurred.

5) Age-verification failure (Challenge 25)

If electronic age checks fail or suitable photo ID isn’t produced on delivery, we will not complete the handover.

• We will retain the £15 call-out and any costs already incurred; any remaining amount is refunded to your original payment method.

6) Returns of goods (consumables, accessories, equipment)

• Hygiene-sealed items (e.g., mouth tips): if unsealed/used, they are not returnable unless faulty.

• Tobacco/consumables: if used/handled after delivery, not returnable unless faulty.

• Unopened, sealed consumables/accessories may be returned within 14 days of delivery if you contact us first and return them in original condition; you cover return postage unless we’re at fault.

7) Failed delivery or unsafe conditions

If we cannot complete the delivery due to no answer within 15 minutes, wrong address, unsafe/unenclosed conditions, lack of legal permissions, or no valid ID, we may charge the usual £10 re-delivery/aborted call-out and deduct consumables/labour already incurred.

8) Equipment left with you (hire/deposits)

• Equipment remains our property until collected.

• Loss/damage fee: £100 may apply where items are lost or returned damaged beyond reasonable wear.

• Late/failed collection: £5 per visit.

• Deposit refunds: we initiate upon successful collection/inspection, typically within 1 business day. Card pre-authorisations are released by your bank (often 3–7 business days).

9) Faulty, damaged, or not-as-described items

If something is faulty or arrives damaged:

• Contact orders@shisha2go.co.uk within 24 hours with your order number, a brief description, and photos/video.

• Our remedies (Consumer Rights Act 2015): repair, replacement, or refund (including any applicable delivery fee) depending on the issue and practicality.

• For consumables, we may ask you to safely retain the item for inspection or return (at our cost if faulty).

10) Cooling-off rights (distance contracts)

If you book a slot within 14 days and ask us to start the service on that date, you acknowledge that once we begin assembly you lose the right to cancel for the services performed. For goods you may still have a 14-day right to cancel, except for items excluded by law (e.g., hygiene-sealed items after unsealing). We may deduct a reasonable amount for any services already performed before cancellation.

11) Refund method & timing

• Refunds go to the original payment method:

  • Cards: we process within 3–4 working days (your bank may take longer to show it).

  • Bank transfer payments: we refund to the same account or, if not possible, by bank transfer after ID checks.

  • Cash payments: refunded by bank transfer (you’ll need to provide payee details).

• We’ll email you a confirmation when processed.

12) How to request a refund or help

Email orders@shisha2go.co.uk or call 020 3432 3471 with:

• Order number, name, and contact

• What went wrong / what you want us to do (refund/replace/re-perform)

• Photos/videos if applicable

13) Chargebacks & disputes

Please contact us first—we can usually resolve issues quickly. If you raise a chargeback, we will respond with the order records, delivery logs, and age-verification results.

14) Exceptions & fair use

We may decline or limit refunds where there is evidence of misuse, repeated breaches of our Safety, Fire Risk & Use rules, or fraudulent claims.

15) Your statutory rights

Nothing in this policy affects your statutory rights. Where the law grants you stronger rights than we state here, the law wins.

Questions or Complaints

If you have any questions about these terms or would like to make a complaint, contact contact@shisha2go.uk or 020 3432 3471. We aim to respond within 2 working days.