1. Who we are

We are Real Love Lounge, a Caribbean kitchen and bar in Ruislip. We are the controller of your personal data, which means we decide how it is used and we are responsible for looking after it.

You can reach us at 108 to 110 Pembroke Road, Ruislip HA4 8NW, on reallovelounge@hotmail.com, or on 01895 910172.

2. What we collect and why

Data protection law asks us to have a lawful reason for each use of your data. Here are ours, in plain English.

Where we rely on legitimate interests, we have weighed up our reasons against your privacy, and you have the right to object.

3. Allergies and dietary needs

If you tell us about an allergy or medical condition, for example in a booking note, this can count as health information. We use it only to look after you and keep you safe, and we ask you to share only what we need. By sharing it, you give us your explicit consent to use it in this way. You can withdraw that consent by telling us, but we may then be unable to advise you on what is safe for you to eat.

4. Offers and news

We would love to share offers and news, but only if you are happy to hear from us. We will send them when you have ticked the box to say yes, or where you have bought from us before and we are telling you about similar things of our own, in which case you always get a simple way to opt out. Every message lets you say no more, or you can just contact us. Your birthday, if you shared it, may be used for a little treat.

5. Who we share it with

We never sell your data. We share it only with people who help us run the restaurant, and they may use it only to do that job:

• Square for payments, online ordering and our tills
• resOS for table bookings
• Resend for account and service emails
• Expo for app notifications
• GoHighLevel and Zapier for managing customer contacts and sending messages
• FormSubmit for delivering website contact forms to our inbox
• Anthropic for an AI tool that helps our team read and enter order notes. It does not make decisions about you
• Netlify for hosting the website
• Cloudflare for counting website visits
• Google and BlooTrue for website fonts and showing public Google reviews
• Uber Eats, Just Eat and Deliveroo if you order through them. They have their own privacy policies and they decide how your data is used on their platforms
• Instagram and TikTok if you follow a link to them, under their own privacy policies

We may also share information with professional advisers, or where the law requires it, such as with HMRC, the police or the licensing authority.

6. Data sent outside the UK

Some of these providers are based in, or use systems in, the United States or other countries. When your data leaves the UK, we rely on protections recognised under UK law, such as a UK adequacy decision or approved contract terms. Contact us if you would like more detail.

7. How long we keep it

• Accounts: until you delete your account, or for as long as we need it to run the service
• Orders, payments and tax records: six years, as tax and accounting rules require
• Bookings: up to two years, so we can deal with queries and remember your visits
• Messages and enquiries: up to two years, unless your event or a complaint means we need them for longer
• Marketing details: until you tell us to stop. We keep a short note of that request so we do not contact you again

8. Your rights

You have the right to:

• see a copy of the data we hold about you
• have anything inaccurate corrected
• have your data deleted in some situations. You can delete your account yourself in the app
• restrict or object to how we use it, including at any time for marketing
• receive data you gave us in a format you can pass on, in some situations
• withdraw your consent at any time, wherever we rely on it

Just contact us to use any of these. It is free, and we normally reply within one month. We do not make decisions about you using only automated systems that have a legal or similarly serious effect on you.

9. Cookies

Our own website code does not set advertising or analytics cookies, and it does not build a profile of you. To see how many people visit and which pages they enjoy, we use Cloudflare Web Analytics. It counts visits without cookies and does not track you from one site to another, so we only ever see totals, never who you are. Our booking and review features come from resOS and BlooTrue, and fonts come from Google. These services receive technical details such as your IP address, and may use small files that they need to work. Our resOS booking form also has its own cookie banner, where you can accept or reject its cookies, including those it uses for marketing. Your browser settings let you block or delete cookies, although some features may then stop working. If we add non-essential cookies of our own, we will ask you first.

10. Children

Our website and app are not aimed at children under 13, and we do not knowingly create accounts for them. If you think a child has given us their details, please let us know and we will sort it out.

11. Keeping it safe

We use sensible technical and practical measures to protect your data, including password protected systems and limiting staff access. No system is completely secure, so please keep your password private. If something goes wrong that puts you at high risk, we will tell you.

12. Complaints

If you are unhappy with how we have handled your data, please tell us first using the details above. We will acknowledge your complaint within 30 days and put things right as quickly as we can.

You can also complain to the Information Commissioner's Office at any time: ico.org.uk/make-a-complaint, 0303 123 1113, or Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

13. Changes to this policy

We may update this page from time to time, and the date at the top shows the latest version. If a change really affects you, we will let you know.

1. Who we are

We are Real Love Lounge, a Caribbean kitchen and bar in Ruislip. You will find us at 108 to 110 Pembroke Road, Ruislip HA4 8NW. You can email reallovelounge@hotmail.com or call 01895 910172.

2. Using our website and app

By using our website or app you accept these terms. Please use them lawfully and do not try to disrupt them, access anything that is not meant for you, or copy our content without asking. We work hard to keep everything running and up to date, but we cannot promise that they will always be available or error free. Menus, photos and prices can change, and dishes may look a little different from the pictures.

3. Booking a table

Your booking is confirmed once you receive confirmation from us. Walk-ins are always welcome, but tables are subject to availability. If your plans change or you are running late, please let us know as soon as you can so that we can look after you and other guests. We may need to give your table to someone else if you do not arrive.

If we ask for a deposit or card details for a booking, we will tell you the amount and the rules on refunds before you commit. Any deposit is put towards your bill unless we tell you otherwise.

4. Dining with us

We want the lounge to feel great for everyone. We may refuse service or ask guests to leave if behaviour is abusive, unsafe or disruptive, or if we need to do so to meet our licence. Please look after your belongings while you are with us.

5. Alcohol and age

It is against the law to sell alcohol to anyone under 18, or to buy it for them other than as the law allows. We may ask for valid photo ID and may refuse a sale if we are not satisfied. We may also refuse to serve anyone who appears to be drunk. Please enjoy responsibly.

6. Allergies and dietary needs

Please tell a member of our team about any allergy or dietary need before you order, every time, including when you order online or by phone. We can tell you about allergens in our dishes. Our busy kitchen handles many ingredients, including common allergens, so we cannot guarantee that any dish is completely free from them. Delivery platforms may not pass on notes reliably, so please call us if you are unsure.

7. Prices and payment

Our prices are in pounds and include VAT. Any compulsory charge will be included in the price you see. Tips and any optional service charge are always your choice. Although we check prices carefully, mistakes can happen. If we spot one in an order we have not yet fulfilled, we will contact you so that you can decide whether to go ahead. Card payments are handled securely by Square.

8. Ordering for collection

Your contract with us starts when we accept your order and take payment. Collection times are our best estimate. If an item runs out or we cannot fulfil your order, we will tell you and refund you for anything we cannot provide. Please collect on time, because hot food is at its best fresh and we cannot hold it for long. Our separate ordering site may also show extra details that apply to your order.

9. Delivery

Delivery is provided through Uber Eats, Just Eat and Deliveroo. When you use them, their own terms apply as well, and it is usually quickest to raise delivery problems and refunds with them. We are still happy to hear from you if something was not right with the food.

10. Changing your mind

The usual 14 day right to cancel online purchases does not apply to food made for you to enjoy straight away, or to restaurant bookings and event catering for a set date. You can ask to cancel an order that the kitchen has not started, and the app will let you do this where it is still possible. After that, please contact us and we will do our best to help.

11. If something is not right

The law says that the food and drink we sell must be of satisfactory quality and as described, and that we must provide our services with reasonable care and skill. If we fall short, please tell us straight away, ideally while you are still with us, so that we can make it right. Depending on what has happened, this may mean replacing the item, redoing the service, or giving you a full or partial refund. Refunds go back to your original payment method without undue delay, and within 14 days of us agreeing that you are due one.

12. Private hire and catering

The details of your event, including numbers, menu, price, deposit, payment dates and cancellation terms, will be agreed with you in writing before you confirm. Those agreed terms apply together with these ones. Please make sure that we have your final numbers and any allergy information by the agreed date. Events organised by guests must stay within our licence, and the organiser is responsible for any damage caused beyond normal wear and tear.

13. Your account

Please give us accurate details and keep your password to yourself. You can delete your account at any time in the app. We may suspend or close accounts that are used fraudulently, abuse our offers, or seriously break these terms. If we do, we will tell you why, unless we have a good legal or safety reason not to.

14. Spicy Points and referrals

Spicy Points are our way of saying thank you. They have no cash value, cannot be sold or transferred, and can be used only in line with the reward details shown in the app. We may change the scheme or end it, and we will give you reasonable notice wherever we can so that you have a chance to use your points. We may remove points that were gained fraudulently or through a refunded order. Referral rewards are for genuine new customers.

15. Gift cards

Gift cards can be spent on eligible app orders as shown at checkout, and any balance stays on the card until it is used. Please treat your code like cash and keep it safe, because anyone with the code may be able to claim it. Gift cards cannot be exchanged for cash, except where the law gives you a right to a refund. Any expiry date or further conditions will be made clear to you before you buy.

16. Comments and GIFs

We love hearing from you in the Feed. Please keep it kind. Do not post anything that is illegal, offensive, hateful, sexual, threatening, misleading or private to someone else, and share only photos, GIFs and words that you have the right to use. You still own what you post, but you give us permission to show it in the app for as long as it stays there. We may remove anything that breaks these rules and may restrict repeat offenders. See something that does not belong? Please tell us.

17. Our brand and content

Our name, logo, photos, videos, recipes, menus and website content belong to us or the people who license them to us. Please ask us before reusing them, other than for sharing a link or your own honest post about your visit. We link to other sites, such as social media and delivery platforms, but we are not responsible for what they publish.

18. Our responsibility to you

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that the law does not allow us to limit. That includes your legal rights as a consumer.

Otherwise, we are responsible for loss that is a foreseeable result of us breaking these terms or failing to use reasonable care. We are not responsible for loss that was not foreseeable. Our website, app and services are for personal use, so we are not liable to business customers for loss of profit or business opportunity, unless we have agreed otherwise in writing, for example for corporate catering.

19. Events outside our control

If something outside our reasonable control, such as a power cut, severe weather or an emergency, stops us from delivering what we promised, we will let you know as soon as possible and do what we can to reduce the disruption. You will get a refund for anything you have paid for and do not receive.

20. Complaints

We hope you will always leave happy, but if not, please talk to us in person or use the contact details above, and we will try to resolve things quickly and fairly. If we cannot agree, we will let you know whether we will use an independent dispute resolution service. You also keep your right to go to court, and Citizens Advice can tell you about your options on 0808 223 1133.

21. Changes to these terms

We may update these terms when our services or the law change. The version in place when you make a booking or order applies to it. If a change to an ongoing service such as your account significantly affects you, we will let you know.