Terms & Conditions
Please read these terms and conditions (“T&Cs”) carefully as they affect your rights and liabilities
under the law and set out the terms under which Zen Restaurants Limited (“Zen”) makes the products
available to you.
Zen offers its products for sale through its outlets and its website Zen Sushi to Go (“Website”) and use
of the Website is subject to these T&Cs.
By using the Website, you will be accepting without limitation or qualification these T&Cs. Should you
not be in agreement with any part of these T&Cs, you are to discontinue using the Website with
We may update the T&Cs from time to time. Access to such update will be available on the Website’s
homepage. The revised T&Cs will enter into effect immediately and will regulate all transactions
entered into with Zen through the use of the Website. Should you not be in agreement with the
updated T&Cs you are to discontinue using the Website with immediate effect.
Payments and processing of transactions
We accept the following payment methods:
a) GPRS POS, where payment is made with your card when the delivery is made at your door;
b) cash on delivery – where payment is made by cash when the delivery is made at your door;
c) online payment through Credit/Debit Cards – where payment is effected by entering your card
information within our payment page to be able to process the order; the following payment
methods are accepted: Visa, MasterCard and American Express; or
d) any other method that we may specifically agree upon, either by phone or in person.
Upon confirming your order, a pre-authorisation of the total amount of your order summary is put on
hold in your account. The pre-authorisation does not constitute the transaction itself, but an
authorisation for the funds to be transferred. These funds are put on hold by the card issuer for a short
period, during which time the funds will not be withdrawn from your account. When your order is
closed, you will receive a receipt and the funds on the receipt will be withdrawn by way of a
Should there be any replacement items, there could be a discrepancy between the figure shown on
your receipt and the funds withdrawn from your account. We would like to warn you that in some
cases, card issuers hold the full pre-authorisation amount for an extended period of time (generally
between three and ten days). Such full pre-authorisation will not result in funds being taken from
your account. Third party card companies may take between seven and ten days for the transactions
to be reconciled and cleared. Such timing may vary depending on the card issuer.
Whilst every care is taken to ensure correct pricing online, including updating pricing, the actual
amount charged upon delivery might be different from the one shown online because the prices
stated on the Website may vary either above or below the prices at the outlet on the day your order
is placed. In any event, we will only charge for products that are actually delivered.
The prices indicated in the Website are inclusive of VAT.
The price of the items does not include the delivery charge which will be charged for at the rate
specified when you place your order.
Any advertised promotions or offers will only be applicable for the duration specified in the relative
offer. When ordering online, it is important that you choose delivery dates which fall within the
relevant offer date. If not, you will be charged at the normal price. Zen reserves the right to launch
competitions, offers or promotions to online customers only. All offers are subject to availability and
while stocks last.
Please read about the point system which we offer by accessing the following: Loyalty Program – Zen
Sushi to Go
If for any reason beyond our reasonable control, we are unable to supply a particular item, we will not
be liable to you. To ensure availability of all our products, customers may be limited to a maximum
number of items.
Pickup and Delivery
Pickup. Kindly wait for the confirmation email before coming to the chosen outlet to pick up the order
during your chosen time slot. Please quote your order number when picking up.
Delivery. Delivery is only available for orders above €25.00. Delivery can be made to the address
specified by you and at the time agreed with you at the time of placing your order. For deliveries to a
residential apartment block, we will generally deliver to your front door of your apartment. However,
we reserve the right to deliver only to the main entrance of the property. For deliveries to a business
address, we will deliver to the ground floor entrance. Whilst we make every effort to deliver all your
goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances
beyond our control.
Attempted delivery. If we attempt to deliver your order to the delivery address as arranged with you
but there is nobody at the delivery address to accept your order, the driver will leave notification of
attempted delivery and you will need to contact our customer service at
[email protected] to re-arrange delivery. In these circumstances, if we have to
return to deliver the products, a further charge may become payable provided that delivery is
attempted at the agreed time.
Wolt Service. Zen has teamed up with Wolt for the delivery of orders. Please access the following
User Terms of Service – Wolt (Malta) or any other link that may become available from time to time,
to read the applicable terms of service relating to the service provided by Wolt, as the same may be
amended or substituted from time to time.
When creating a new account, you will be required to input details of your date of birth to verify your
age. No alcoholic beverages is allowed to customers below the age of 17 years as it is an offence to
attempt to buy an alcoholic beverage if you are under the required age. The offence applies also to
any third party attempting to purchase any product on behalf of an underaged user. If you are
ordering a product to be delivered to a third party, you will be accepting the responsibility that the
intended recipient of the order is of the appropriate age to consume the product so ordered.
In order to prevent underage purchases of alcoholic beverages, all deliveries will require an adult’s
signature. If the person receiving the alcoholic beverages looks underage, proof of age will be
requested. If proof is not available and there is no-one of that age at the address when delivery is
being made, the goods will be retained by the driver.
Complaints and Returns
Complaints. If for any reason you are not satisfied with the quality of our products, or wish to make
any complaint, please feel free to get in touch with us through the following email address:
[email protected]. It will help if you produce your delivery receipt as proof of
Returns. Please see our Returns and Refunds Policy for details of how to obtain a replacement or
The content of the Website is protected by copyright, trademarks, database and other intellectual
property rights. You may retrieve and display the content of the Website on a computer screen, store
such content in electronic form on disk (but not any server or other storage device connected to a
network) or print one copy of such content for your own personal, non-commercial use, provided you
keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify,
copy or distribute or use for commercial purposes any of the materials or content on the Website
without written permission from Zen. No licence is granted to you in these T&Cs to use any trademark
of Zen or its affiliated companies.
Availability of the Website
Although we aim to offer you the best service possible, we make no promise that the services at the
Website will meet your requirements. We cannot guarantee that the service will be fault free. If a fault
occurs in the service, you should report it to [email protected] and we will attempt
to correct the fault as soon as we reasonably can.
Your access to the Website may be occasionally restricted to allow for repairs, maintenance or the
introduction of new facilities or services. Zen will attempt to restore the service as soon as it
Third party services
The online service may link to or allow you to use third party websites, downloadable materials,
content, social networks, or other digital services. These third parties may have their separate terms
and conditions or privacy policies that you should review and understand before using them. Your
linking to such other off-site pages or other sites is at your own risk.
Right to suspend or cancel your registration
It is expected that you make use of the account with Zen in an appropriate manner. We may suspend
or cancel your registration immediately at our reasonable discretion or if you breach any of your
obligations under these T&Cs. The suspension or cancellation of your registration and your right to
use the Website shall not affect either party’s rights or liabilities.
Should you wish to delete your account with Zen, you are kindly requested to send an email to
[email protected] clearly specifying your intention to the delete your account.
Although we make reasonable efforts to update the information on the Website, we make no
representations, warranties or guarantees, whether express or implied, to the extent allowed by law,
that the content on the Website is accurate, complete or up to date.
If any of these T&C’s are held by any court of competent jurisdiction to be unlawful, invalid or
unenforceable, in whole or in part, this will not affect the validity of the remaining T&Cs which will
continue to be valid and enforceable to the fullest extent permitted by law.
Applicable law and jurisdiction
These T&Cs shall be governed by and construed in accordance with the laws of Malta and any disputes
will be decided only by the courts of Malta.