Last updated: 6 September 2025

1) Who we are

Shisha2Go is a trading name of ATWI HOLDINGS LIMITED, a company registered in England and Wales (Company No. 15687724), registered office Stanmore Business & Innovation Centre, Howard Road, Stanmore, England, HA7 1BT.

Contact: contact@shisha2go.uk | 020 3432 3471

2) What these terms cover

These terms apply to all orders for shisha delivery, private hire and equipment hire supplied by us to consumers in Greater London & City of London, and to use of our website www.shisha2go.co.uk. By placing an order or using our website, you agree to these terms.

3) Eligibility and age restrictions

• You must be 18+ to order. We operate Challenge 25 on delivery.

• We carry out electronic age checks and require valid photo ID on delivery (passport, photocard driving licence, PASS card).

• If suitable ID is not produced, or we suspect the order is for someone under 18, we will refuse delivery. Fees may apply (see section 11).

4) Service description (what we do and don’t do)

• We deliver and assemble shisha equipment and provide a brief safety walkthrough.

• We do not provide heat management or ongoing operation of the shisha during your hire.

• We supply individually wrapped mouth tips and clean equipment.

• We supply clean and unused disposable pipes that will be connected to the shisha/hookah.

• We serve private premises and suitable outdoor/non-enclosed areas only, in line with UK smoke-free laws. You are responsible for ensuring the location is compliant (see section 12).

5) Placing an order

• Order via our website or by contacting us (by phone call or WhatsApp). You will receive an order summary/confirmation.

• Minimum order values and available time slots vary by zone. Details are shown at checkout.

• You must provide accurate address, access instructions, and a contact number.

6) Prices, fees and payment

• Prices are shown in GBP and are inclusive of any VAT due (as of now, we are not VAT registered).

• We may pre-authorise your card and/or take a refundable deposit for any equipment left at your premises.

• Accepted payment methods: Credit/Debit Cards, Bank Transfer and Cash. We do not store full card data. Payment is due on delivery.

• Additional charges may apply for waiting time, re-delivery, late-night slots, congestion/parking, or damages (see sections 10–11–13).

7) Equipment hire (if applicable)

If we leave equipment with you (e.g., hookah base/hose):

• Equipment remains our property. You are responsible for it until collection.

• A condition note may be recorded on drop-off/collection.

• Loss/damage charge may apply: £100.

• Late collection/failed collection fees may apply: £5 per visit.

8) Safety, Fire Risk & Use

You agree to:

• Use shisha outdoors or in non-enclosed, well-ventilated areas only.

• Place equipment on a stable, heat-resistant surface, away from flammables, children, and pets.

• Never leave lit coals unattended; dispose of ash safely after it is fully cooled.

• Follow our safety & use guidance (see usage guide page).

• Accept responsibility of supervising use at all times and ensuring the setup and location are safe and lawful.

• Never leave lit coals unattended. Do not dispose of hot coals or ash until fully cooled, and only in a suitable heat-resistant container.

• Place equipment on a stable, heat-resistant surface, away from flammables, edges, children and pets.

9) Delivery windows and service area

• We deliver across the following zones/postcodes: E, EC, N, NW, SE, SW, W, WC, BR, CR, DA, EN, HA, IG, KT, RM, SM, TW, UB, WD

• ETAs are estimates and not guaranteed. Traffic, weather, events, and access issues may affect timings.

• We will communicate updates where possible. Please be available at the booked slot.

10) Access, waiting time, and failed delivery

• Please ensure we can park and access the property promptly.

• Waiting time: First 10 minutes included, then £2 per 10 minutes

• Failed delivery (e.g., no answer within 30 minutes, wrong address, unsafe conditions, no valid ID): we may still charge the usual delivery fee of £10 for re-delivery/aborted call-out and deduct consumables or labour already incurred.

11) Age-verification failure

• If age checks fail electronically or on delivery, we will not complete the delivery.

• We will retain the usual call-out/delivery fee of £10 and any costs already incurred. Remaining sums will be refunded to the original payment method.

12) Legal compliance (smoke-free law and local rules)

• Smoking, including shisha, is prohibited in enclosed public places and workplaces in the UK.

• You are responsible for ensuring any use at your premises/event complies with law and any venue rules (e.g., outdoor areas, ventilation, permissions).

• We do not accept responsibility for fines or enforcement arising from your non-compliance.

13) Cancellations and refunds (consumer rights)

Your statutory rights: Under the Consumer Contracts Regulations 2013, you may have a 14-day right to cancel certain services bought at a distance.

• If you book a slot within 14 days and ask us to start the service (e.g., on your booking date), you acknowledge that once we begin assembly you lose the right to cancel and may be charged for work done and consumables used.

• If you cancel before we start, we may deduct a reasonable administration/call-out fee and any unrecoverable costs.

• For sealed hygiene items (e.g., mouth tips) that have been unsealed after delivery, refunds are not available unless faulty.

• Tobacco/consumables that have been used/handled after delivery are not returnable unless faulty.

• To cancel, contact orders@shisha2go.co.uk or 020 3432 3471 with your order number. Refunds are made to the original method within 3-4 working days.

Our right to cancel: We may cancel if we cannot safely or lawfully provide the service, if stock is unavailable, or due to events beyond our control (see section 16). We will refund any sums paid for services not provided including any delivery charges paid.

14) Problems with the service

If something is wrong, please tell us promptly. We will repair, replace, or re-perform where reasonable, or provide a price reduction/refund in line with the Consumer Rights Act 2015.

15) Liability

• We are not liable for loss or damage arising from your failure to follow the Safety, Fire Risk & Use rules, from prohibited or unsafe use (including indoor/enclosed-space use or leaving coals unattended), or from your failure to supervise use.

• We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for rights that cannot be excluded by law.

• We are not responsible for losses that are not foreseeable, for business losses, or for events outside our control.

• Our total liability for any single order is limited to the amount you paid for that order, except where the law does not allow such limitation.

• Your indemnity: To the extent permitted by law, you agree to reimburse us for reasonable losses, costs or claims we incur that result from your breach of these terms or failure to use the equipment safely and lawfully.

16) Events outside our control

We are not liable for delays or failure to perform caused by events outside our reasonable control (including traffic incidents, extreme weather, public events, strikes, or emergency services activity). We will contact you as soon as possible to arrange a solution or refund any services not provided.

17) Your responsibilities

You confirm you are 18+, the order is for adult use, and you will follow our safety and legal guidance. You will not resell our products/services or permit under-18s to use them.

18) Website use and intellectual property

• Content on our site is owned by us or our licensors. You may not copy, reproduce, or use it without permission.

• Do not misuse the site (e.g., scraping, interfering with security, sending unlawful content).

• Reviews and user content must be honest, lawful, and not infringe others’ rights. We may moderate or remove content.

19) Privacy and cookies

Your privacy matters. See our Privacy Policy and Cookie Policy for how we collect and use personal data (including age-verification results and ID checks), our lawful bases, retention, your rights, and how to manage cookies. Links: [Privacy Policy URL] | [Cookie Policy URL].

20) Complaints and alternative dispute resolution

We aim to resolve complaints quickly. Contact [email]. If we cannot resolve your complaint, you may be able to use an approved Alternative Dispute Resolution (ADR) provider. Details are available on request. You also have the right to seek advice from Citizens Advice.

21) Changes to these terms

We may update these terms from time to time. The version in force at the time of your order applies to that order. We will post updates on our website with the “last updated” date.

22) Transfer of rights

We may transfer our rights and obligations under these terms. You may only transfer your rights with our written consent.

23) Invalidity

If a court finds part of these terms unlawful, the rest will continue in force.

24) Governing law and jurisdiction

These terms are governed by the laws of England and Wales. Disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

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.