Terms of service

TERMS OF SERVICE

Last updated: 12 August 2026

These Terms of Service apply when you use matsudai.co.uk, purchase products from our online shop, use services available through the website, or otherwise interact with Matsudai through the site.

Please read these terms carefully. Nothing in these terms affects your statutory rights as a consumer.

WHO WE ARE

Matsudai operates through two companies:

Matsudai at Home Ltd operates our online shop and at-home ramen business.

Matsudai Ramen Ltd operates our restaurant.

When you purchase products through our online shop, your contract is normally with Matsudai at Home Ltd.

Restaurant bookings, restaurant services and purchases made at our restaurant are normally provided by Matsudai Ramen Ltd.

Contact details for both companies are provided at the end of these terms.

Our online store is hosted by Shopify, which provides the ecommerce platform through which we sell our products.

USING OUR WEBSITE

You may use our website for lawful personal or business purposes.

You must not:

use the website for any unlawful or fraudulent purpose;
interfere with the operation or security of the website;
introduce viruses, malware or other harmful material;
attempt to gain unauthorised access to our systems or other users' accounts;
scrape, reproduce or exploit substantial parts of the website without our permission;
use our content or intellectual property in a way that infringes our rights or those of another person.

We may suspend or restrict access to the website where reasonably necessary for security, maintenance, suspected misuse or legal reasons.

PRODUCTS AND INFORMATION

We try to ensure that product descriptions, photographs, prices, availability and other information on our website are accurate.

However, occasional errors may occur.

Images are intended to represent products as accurately as reasonably possible, but colours, appearance, packaging and presentation may vary slightly.

Food products may also vary naturally between batches.

We may change, discontinue or update products, recipes, packaging, prices or availability from time to time.

PRICES

Prices shown on the website are the prices applicable at the time you place your order, unless there is an obvious error.

Delivery charges and any other applicable charges will be shown before you complete your purchase.

We may change our prices at any time, but changes will not normally affect orders we have already accepted.

PLACING AN ORDER

When you place an order through our website, you are making an offer to purchase the products in your basket.

After you place an order, you will normally receive an automated order-confirmation email. This confirms that we have received your order but does not necessarily mean that we have accepted it.

A contract between you and Matsudai at Home Ltd is formed when we accept your order, normally when we confirm that the order has been dispatched or otherwise confirm acceptance.

We may decline or cancel an order before acceptance where reasonably necessary, including where:

a product is unavailable;
we cannot obtain authorisation for payment;
we cannot deliver to the address provided;
an order appears fraudulent or suspicious;
an order appears to have been placed for unauthorised resale;
an applicable quantity limit has been exceeded;
there is an obvious error in the product description, price, promotion or availability.

If we cancel an order after taking payment, we will refund the amount you have paid for the cancelled items.

PRICING AND WEBSITE ERRORS

Despite our efforts, products may occasionally be listed with an incorrect price, description, discount, quantity, availability or other information.

If we identify an obvious error before we have accepted your order, we may contact you to offer the product on the correct terms or cancel the affected part of the order and refund any payment taken.

Once an order has been accepted, your statutory and contractual rights will apply.

We will not knowingly rely on this provision to avoid honouring a genuine promotion or price which was not obviously erroneous.

PAYMENT

Payment must be made using one of the payment methods offered during checkout.

You must provide accurate and complete billing and payment information and have authority to use the payment method provided.

Payment processing may be carried out by Shopify and other third-party payment providers.

ORDER AND QUANTITY LIMITS

Some products, promotions or limited releases may be subject to quantity limits.

Where reasonably necessary, we may limit quantities purchased by an individual, household, account, payment method or delivery address.

We may also restrict purchases that reasonably appear to be intended for unauthorised commercial resale.

Any applicable limits will normally be stated on the product or promotion where practicable.

DELIVERY

Delivery options, charges and estimated delivery times are shown on our website or during checkout.

You are responsible for providing an accurate and complete delivery address.

We aim to dispatch and deliver orders within the times stated, but delivery dates are estimates unless we expressly agree otherwise.

We are responsible for the goods until they are delivered to you, or to another person or safe place that you have specifically authorised where applicable.

If an order is delayed, damaged or lost in transit, please contact athome@matsudai.co.uk so that we can investigate.

Nothing in this section limits your statutory rights regarding delivery.

FROZEN AND PERISHABLE FOOD

Many of the products we sell are frozen or otherwise perishable.

You should unpack and store food promptly after delivery and follow the storage, defrosting, cooking and use-by instructions supplied with the product.

Because frozen and other perishable foods can deteriorate if stored incorrectly, we cannot accept responsibility for deterioration caused after successful delivery by failure to store or handle products appropriately.

This does not affect your rights where products arrive damaged, unsafe, defective, not as described or otherwise fail to meet the standards required by law.

Because perishable goods are subject to specific exceptions from normal change-of-mind cancellation rights, please see our Refund Policy for further information.

ALLERGENS AND DIETARY INFORMATION

We provide allergen and dietary information to help customers make informed choices.

Please read the information provided for each product before ordering and contact us if you have any questions.

Our products are prepared and packed in environments where allergens are handled. Unless we specifically state otherwise, we cannot guarantee that a product is completely free from traces of particular allergens.

If you have a serious allergy or other dietary requirement, please contact us before ordering if you require additional information.

Nothing in these terms limits our responsibilities under applicable food-safety or food-information law.

RETURNS, CANCELLATIONS AND REFUNDS

Your rights to cancel an order, return goods or receive a refund depend on the type of product and the circumstances.

Eligible non-perishable products may be returned in accordance with our Refund Policy.

Perishable products, including frozen food, are normally excluded from the statutory change-of-mind cancellation right.

This does not affect your rights if a product is faulty, damaged, unsafe, not as described or otherwise does not meet your statutory rights.

Please refer to our Refund Policy for full details.

SUBSCRIPTIONS

Where we offer subscription products, the price, delivery frequency, billing frequency and other key subscription terms will be shown before you subscribe.

Unless stated otherwise, subscriptions renew automatically at the frequency selected until cancelled.

You authorise us and our payment provider to charge your selected payment method for each recurring order until the subscription is cancelled.

You can manage or cancel your subscription using the subscription-management facility available through our website or by contacting athome@matsudai.co.uk.

Cancellation will normally apply to future subscription orders. If an order has already been processed or dispatched before cancellation takes effect, that order may still be charged and supplied.

Any specific terms displayed when you subscribe form part of your agreement with us.

Your statutory rights are unaffected.

PROMOTIONS AND DISCOUNT CODES

Promotions, discounts and discount codes may be subject to additional conditions displayed at the time of the offer.

Unless stated otherwise:

promotions are available for a limited period;
discounts cannot be exchanged for cash;
only one promotional code may be used per order;
promotional codes cannot normally be applied retrospectively;
offers may exclude certain products, subscriptions or gift cards;
promotions are subject to availability.

We may withdraw or correct a promotion where there has been an obvious mistake, technical error, fraud or misuse.

This does not affect orders that we have already accepted except where permitted by law.

GIFT CARDS

Gift cards are subject to any conditions shown when they are purchased.

Gift cards cannot normally be exchanged for cash and are non-refundable except where required by law.

If an expiry date or other restriction applies, this will be made clear when the gift card is purchased.

You are responsible for keeping gift-card details secure.

RESTAURANT BOOKINGS

Restaurant bookings are provided by Matsudai Ramen Ltd and may be made through a third-party booking platform.

Any booking conditions, cancellation policies, deposits, card guarantees or other terms shown during the booking process form part of your booking.

Where a third-party platform is used, its own terms and privacy information may also apply to its services.

For restaurant booking enquiries, contact thebank@matsudai.co.uk.

EVENTS, SPECIAL MENUS AND PRIVATE HIRE

Events, special menus, ticketed experiences and private-hire bookings may have additional terms, including deposit, payment or cancellation conditions.

These will be provided before you make the relevant booking or purchase and will take precedence over these general terms where they specifically address the same issue.

ACCOUNTS

If you create an account with us, you are responsible for:

providing accurate information;
keeping your account information up to date;
keeping your login credentials secure;
telling us promptly if you believe your account has been accessed without permission.

We may suspend or close an account where reasonably necessary because of fraud, misuse, security concerns or serious breach of these terms.

REVIEWS, COMMENTS AND OTHER CONTENT

If you submit a review, comment, photograph or other content through our website, you confirm that:

the content is your own or you have permission to submit it;
it is accurate to the best of your knowledge;
it does not infringe another person's rights;
it is not unlawful, threatening, abusive, defamatory, discriminatory, obscene or otherwise unlawful;
it does not contain malicious software or misleading information.

We may moderate or remove content where reasonably necessary, including where it breaches these terms or applicable law.

By submitting content for publication, you give us a non-exclusive, royalty-free licence to display, reproduce and use that content for the purpose for which it was submitted and for reasonable promotion of Matsudai.

You retain ownership of your content.

INTELLECTUAL PROPERTY

Unless otherwise stated, the website and its content — including our branding, logos, photographs, illustrations, graphics, written material, recipes, designs and website content — belong to Matsudai or are used by us with permission.

You may view and use the website for personal, non-commercial purposes.

You may not reproduce, publish, commercially exploit, modify or distribute our protected content without our permission, except where permitted by law.

THIRD-PARTY SERVICES AND LINKS

Our website may contain links to or integrations with third-party services, including payment providers, booking platforms, social-media platforms and other websites.

We are not responsible for the content or operation of independent third-party websites or services.

When you choose to use a third-party service, its own terms and privacy policy may apply.

Nothing in this section excludes responsibility that the law does not allow us to exclude.

PERSONAL INFORMATION

Our collection and use of personal information is governed by our Privacy Policy.

Our use of cookies and similar technologies is also explained in that policy and through the privacy controls available on our website.

AVAILABILITY OF THE WEBSITE

We aim to keep our website available and functioning properly, but we do not guarantee uninterrupted access.

We may temporarily suspend or change parts of the website for maintenance, security, technical or operational reasons.

We are not responsible for temporary unavailability caused by circumstances outside our reasonable control.

OUR RESPONSIBILITY TO YOU

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable.

If you use our website or products primarily for commercial or business purposes, different legal rights may apply.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of rights that cannot legally be excluded or restricted.

Nothing in these terms affects your statutory consumer rights.

EVENTS OUTSIDE OUR CONTROL

We are not responsible for delays or failures caused by events outside our reasonable control where the law allows this.

If such an event materially affects an order, we will take reasonable steps to minimise the impact and communicate with you where appropriate.

Your statutory rights remain unaffected.

CHANGES TO THESE TERMS

We may update these Terms of Service from time to time, including to reflect changes to our business, website, products or legal obligations.

The terms that apply to a particular purchase will normally be those in effect when the relevant order is placed.

The latest version will be available on our website with the date it was last updated.

SEVERABILITY

If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

GOVERNING LAW

These terms are governed by the laws of England and Wales.

If you are a consumer resident elsewhere in the United Kingdom, you will retain any mandatory rights and protections available to you under the law applicable to you.

Nothing in these terms prevents you from bringing a claim in a court where you are legally entitled to do so.

CONTACT

For online shop, product, delivery or At Home enquiries:

Matsudai at Home Ltd
Unit 7C, Rombourne Business Park
Moy Road Industrial Estate
Taffs Well
CF15 7QR
United Kingdom
athome@matsudai.co.uk

For restaurant enquiries:

Matsudai Ramen Ltd
183–185 Clare Road
Grangetown
Cardiff
CF11 6QS
United Kingdom
thebank@matsudai.co.uk