Privacy Policy & T&Cs

PRIVACY POLICY

We respect your privacy and are committed to protecting your personal data. This privacy notice provides information on how Silk Rd, a trading division of Heswall Leisure Limited (referred to in this notice as “Silk Rd“, “we” or “us”), collects and uses personal data relating to users (referred to in this notice as “you“) of the Silk Rd website, www.silkrd.co.uk and related services (together referred to in this policy as the “Services“).

This notice is version 1 and was completed 17.10.23

  1. WHO ARE Silk Rd?

Silk Rd (Heswall Leisure Limited) is a company registered in England and Wales with company number 10362386

Silk Rd acts as the data controller for the purposes of the Data Protection Act 1998 & 2018 and the EU General Data Protection Regulation (“GDPR”) regarding the use of your personal data as described in this privacy notice.

  1. WHAT DATA DO WE COLLECT?

We may collect the following personal and non-personal information from you when you contact us

or use our Services:

  • identity and contact information such as name, age, email addresses, telephone numbers;
  • other information you provide to us in customer surveys, competitions and/or offers;

We may also collect information about you from other sources. This may include the following:

  • publicly available information, from sources such as Companies House and the Electoral Roll;
  • information you have shared publicly, including on social media; and
  • information from third party databases or data suppliers.
  1. WHAT WE USE THIS DATA FOR?

Our use of your personal data will always have a lawful basis, either because you have consented to our use of your personal data by signing up to our Services, or because it is in our legitimate interests.

  1. DISCLOSURE OF YOUR PERSONAL DATA TO THIRD PARTIES

Silk Rd may disclose your personal data for the purposes outlined in paragraph 3 above to selected third parties, including:

  • service providers and professional advisers; and
  • any investor, lender, purchaser or (on terms of confidentiality) likely investor in, or purchaser of Silk Rd business.

There are certain exceptional circumstances in which we may disclose your information to third parties. This would be where we believe that the disclosure is:

  • required by law, or in order to comply with judicial proceedings, court orders or legal or regulatory proceedings;
  • necessary to protect the safety of our employees, our property or the public;
  • necessary for the prevention or detection of crime, including exchanging information with other companies or organisations for the purposes of fraud protection and credit risk reduction; or
  • proportionate as part of a merger, business or asset sale, in the event that this happens we will share your information with the prospective seller or buyer involved.
  1. STORAGE AND SECURITY OF YOUR PERSONAL DATA

Your personal data is stored in electronic and physical records, which are maintained by Silk Rd and/or our service providers. Whilst Silk Rd is based in the UK, our service providers may have servers which are located overseas, where the laws may not give the same level of protection to personal data as within the UK.

By submitting your personal data, you agree that we may transfer, store or process your personal data. We will take all steps reasonably necessary to ensure that your personal data is treated securely and in accordance with this privacy notice.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your personal data transmitted to our website and any transmission is therefore at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

We will retain your personal data for as long as you are a user of our Services. You may request that your personal data is deleted at any time by contacting us using the contact details in paragraph 9 below.

  1. YOUR RIGHTS

Under the GDPR, you have a number of rights in relation to your personal data:

  • the right to be informed about our collection and use of your personal data;
  • the right to access the personal data we hold about you;
  • the right to correct any inaccurate or incomplete personal data we hold about you;
  • the right to erasure of your personal data;
  • the right to have your personal data transferred to you or a third party in a common format (data portability);
  • the right to object to direct marketing;
  • the right to object to our use of your data for particular purposes; and
  • the right to restrict the processing of your personal data.

We will inform you (before collecting your personal data) if we intend to use your personal data for marketing purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the platforms which we, or our partners, use to collect your personal data. You can exercise these rights at any time by contacting us using the contact details in paragraph 9 below.

If you wish to make a complaint about our collection or use of your personal data, please contact us using the contact details in paragraph 9 below and we will seek to resolve your complaint. If we are unable to help, you also have the right to lodge a complaint with the UK’s supervisory authority, the Information Commissioner’s Office (ICO).

Please visit the ICO website http://ico.org.uk for further information about your rights and if you wish to lodge a complaint.

  1. REMOVAL/ACCESS OF YOUR DETAILS

You may request removal or access your personal information or opt out of marketing communications from us at any time by sending an email to Silk Rd at lindsey@silkrd.co.uk

Silk Rd may, however, retain certain anonymised aspects of your personal details for our internal business purposes such as maintaining records of our dealings with you and analysis and statistics.

  1. HANDLING CHILDREN’S DATA

Silk Rd does not target advertising at children, and we always encourage parental supervision of minors whilst using our website. Children under the age of 14 should not provide their personal data to us for marketing purposes.

  1. QUERIES

If you have any queries in relation to the processing of your personal data by Silk Rd, please contact us on the following contact details:

Email: lindsey@silkrd.co.uk

TERMS & CONDITIONS

Part 1: Website Terms and Conditions

The Silk Rd Website, Heswall Leisure Ltd and material relating to information, products and services (or to third party information, products and services), is provided ‘as is’ without any representation or endorsement made and without warranty of any kind whether express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy.

We do not warrant that the functions contained in the material contained in this site will be uninterrupted or error free, that defects will be corrected, or that this site or the server that make it available are free of viruses or represent the full functionality, accuracy, reliability of the materials.

In no event will we be liable for any loss or damage including, without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from use or loss of use of, data, or profits, arising out of or in connection with the use of the Shucos Ltd / Silk Rd Website.

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any dispute arising under these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Part 2: Online Ordering Terms and Conditions

This page tells you the terms of use (the “Terms”) on which you may order the products (each an “Order”) available on the Order Website (“Products”).

When certain words and phrases are used in these Terms, they have specific meanings (these are known as “defined terms“). You can identify these defined terms because they start with capital letters (even if they are not at the start of a sentence). Where a defined term is used, it has the meaning given to it in the section of these Terms where it was defined (you can find these meanings by looking at the sentence where the defined term is included in brackets and speech marks).

In these Terms, when we refer to “we”, “us” or “our”, we mean the Company; and when we refer to “you” or “your” we mean you, the person accessing or using the Websites

These Terms were last updated on 17th October 2023

  1. Information about us

1.1 Heswall leisure Limited is a company registered in England and Wales under company number 16523305, VAT number GB505432031 (the “Company”).

1.2 The Company operates the following websites in the UK:

  • www.silkrd.co.uk(the “silk rd Website“)

each a “Website” and together the “Websites“.

1.3 The Company also operates the Silk Rd ordering link via our website

  1. Ordering Products

2.1 You may order Products online directly from us via the Order Website if you wish to collect your Products in-restaurant (“Collection Orders”) or for home delivery by us (“Delivery Orders”) depending on which restaurant you choose and availability.

2.2 You may also order Products by phone for collection in-restaurant. In this case, please call the relevant restaurant telephone number available on the Voisin Website and follow the instructions of the operator. You will be required to pay for such order when you collect your Products from the relevant restaurant. ( we prefer the orders to be placed on the app as at peak times the restaurant maybe busy and unable to get to the phone as efficiently as normal)

2.3 You must be at least 18 years old to place an order online or via the telephone.

2.4 If orders are placed via a third party delivery company we may use – please see their website for terms and conditions.

2.5 To submit a Collection Order or a Delivery Order you should check all the information that you enter and correct any errors before submitting your Order, as once your Order is submitted, we will begin processing it immediately and you may not be able to correct any errors.

  1. Collection 

3.1 Your collection time will be set out during the Order process.

3.2 If you do not collect your Order within thirty (30) minutes of your collection time, your Products will be disposed of, and you will not receive a refund.

3.3 Please try and be prompt for your collections as any further delays we are unable to guarantee the same quality.

  1. Delivery

4.1 When you submit a Delivery Order, if this is by a third party then we act as an agent on behalf of the other company in respect of the delivery services the third party provide in delivering the Products to you.

4.2 Please note that all delivery times are estimates and the actual delivery time may vary from this estimate. You should also be aware that if you request and we agree to change your delivery address following submission of an Order this may lead to a significant delay in your delivery time.

4.3 If, during delivery of an Order, you or your authorised representative as specified in your Order (as appropriate) fail to take delivery of the Products within five (5) minutes of our delivery driver’s arrival (other than due to our material breach of these Terms):

4.3.1 the delivery shall be aborted; and

4.3.2 you will not receive a refund for your Order.

4.4 You shall be responsible for:

4.4.1 ensuring that the delivery driver has such access and parking facilities as may be reasonably required to carry out the Order;

4.4.2 ensuring that either you or your authorised representative (as specified in the Order) are present to take delivery of the Products at the delivery place specified in your Order; and

4.4.3 providing us with your up-to-date contact details in your Account and/or Order.

  1. Payment

5.1 The prices for the Products and (if applicable) for delivery and service are set out on the Order Website section and are inclusive of VAT. Please note that if your Delivery Order is below a minimum value then an additional charge, as set out on the Order Website during the ordering process, may also apply.

5.2 In relation to Delivery Orders, delivery and service charges are set by both internally and via a third party but are paid directly to us acting as agent on behalf of the third party.

5.3 It is always possible that, despite our best efforts, some of the Products may be incorrectly priced. We will normally check prices before accepting your Order so that, where a Product’s correct price at the time of your Order is less than our stated price at that time, we will charge the lower amount. If the Product’s correct price at the time of your Order is higher than the price stated to you, we will contact you for your instructions before we accept your Order. If we accept and process your Order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid.

5.4 If your payment is not authorised, your Order will not be sent through to the restaurant or fulfilled.

  1. Cancellation and refunds

6.1 Please note that you do not have a right to cancel any contract for Products under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013.

6.2 You may request that your Order is cancelled or changed after it has been submitted, but this will only be possible before the applicable restaurant has received the Order. This can be done by contacting the site directly or if ordered via a third party then see their website for details. No refund will be permissible if the attempt to cancel is made after the restaurant has received the Order.

6.3 If you cancel or change your Order, your original payment will still be processed. Where you are eligible for a refund, you can obtain this by contacting our site directly or if ordered via third party website you need to contact them directly. We will process refunds within ten (10) working days ( however please note that times can be longer depending on your bank)

  1. Other refunds

7.1 You have legal rights in relation to Products that are not as described, faulty or otherwise not fit for purpose. If you believe that any Products that you have ordered do not conform with these Terms, please contact our site directly to discuss.

7.2 If, due to unforeseen circumstances, we are unable to fulfil your Order or any of the Products in a particular Order, we will refund the value of the Product(s) that we were unable to fulfil and, if the full Order is cancelled, any delivery and service charges. You may obtain a refund by contacting our site directly.

  1. Products

8.1 We endeavour to provide information on any allergens that the Products may contain on our Website or direct in site, but please note that:

8.1.1 because all Products are cooked to order in the same kitchen we cannot guarantee and make no warranty that the Products will not contain any allergens;

8.1.2 the kitchen is a busy working environment and there is a risk of cross-contact between ingredients;

8.2 Our Products are freshly prepared and although we try our best to be consistent at times the size of the portions can vary.

  1. Changes to these Terms 

11.1 We may make changes to these Terms from time to time (if, for example, there is a change in the law that means we need to change these Terms) but the Terms applicable at the time of your Order will apply to that Order. Please check these Terms regularly to ensure that you understand the Terms that apply at the time that you order the Products.

 

 

 

Part 3: Rewards and Offers

  • To redeem a reward or an offer, you must show your email with the code to your server before ordering. This can be done either on your phone or as a print out.
  • Only one reward can be redeemed on a single visit, and offers cannot be combined under any circumstance.
  • No cash alternative will be offered for any discount or offer
  • All rewards are subject to change, and can be changed or revoked by Silk Rd at any time

Part 4: Online gift vouchers

  • The value on a gift voucher can be used as full or part payment at Silk Rd.
  • Any remaining balance can be used on a separate visit, providing the gift voucher has not expired.
  • The monies on the voucher cannot be exchanged for cash.
  • All monies on the voucher must be used by the expiry date which is set out on the voucher.
  • Any remaining balance that is left on the voucher once it’s expired is forfeited.
  • Experience gift vouchers can only be used for what it was purchased for.
  • Silk Rd reserves the right to amend these terms and conditions at any time or withdraw the voucher on reasonable notice. Your statutory rights are not affected.

 

 

 

 

 

 

This policy was last updated in August 2025