Terms of sale
How an order is made, what you pay, when we can refuse, how refunds work, and the rules for gift vouchers and reservations.
These terms govern every order placed on this website with Oli's House BV. They are written to be read, not to be survived, and nothing in them takes away a right Belgian or EU consumer law gives you.
1. Who you are buying from
Oli's House BV (BV (Besloten Vennootschap)), registered office Hoogstraat 186, 8800 Roeselare, Belgium, enterprise number 0790.776.068, VAT BE 0790.776.068. Email [email protected], telephone 0491220044.
The contract for your food is between you and us. The website and the systems behind it are supplied to us by a technology provider who is not a party to your order and is not the seller. Payments go into our own account with Stripe, so we are also who owes you a refund.
2. What this website is
This is our own site. You can look at the menu, order for collection or delivery, buy a gift voucher, and ask for a table. You do not need an account for any of it.
Any of these can be switched off at any time, and none of it is a fault or entitles you to anything:
- Ordering paused: the kitchen is not taking orders right now.
- Outside ordering hours: we take orders only during the hours shown.
- Delivery suspended: collection still works.
- Menu only: the site may show the menu without selling from it.
3. The menu, prices and allergens
- Prices include VAT at the applicable Belgian rate and are shown in euro. What you see is what you pay for that item.
- A delivery fee may be added. It is shown before you pay and carries the standard VAT rate, because it is a service rather than food.
- The menu can change at any time, including while you are looking at it. The prices that bind us are the ones shown in your basket at the moment you pay, and we show them to you again if they change while you are ordering.
- Photographs are illustrative.
- Items can become unavailable. If something becomes unavailable after you order, section 6 applies: we tell you, we do not part-fulfil your order without asking you first, and if we refuse it you are refunded in full, automatically.
Allergens. The fourteen allergens declarable under Regulation (EU) 1169/2011 are shown on each dish where we have recorded them, before you buy, and they are emphasised wherever ingredients are listed.
We cook in one kitchen, so we cannot guarantee that any dish is free of traces of an allergen used elsewhere in it. If an allergy of yours is serious, please telephone us on 0491220044 before ordering so we can tell you honestly whether we can feed you safely. We would rather turn an order away than get this wrong.
4. Placing an order, and when the contract is made
This is the clause that matters most, because the money moves before we say yes.
- You build a basket and go to checkout.
- For a card or Bancontact order, you pay immediately, on Stripe’s own payment page.
- Your order then goes in front of our kitchen, which accepts or refuses it.
- The contract is formed when we accept. You get a confirmation with an order number and a link to follow the order.
- If we refuse, we refund you in full, automatically, to the same payment method.
Payment happens before the contract exists. The sum you paid is held against your order and is either turned into a sale, when we accept it, or given straight back, when we do not. We take payment this way because Bancontact and iDEAL cannot be authorised and captured separately: the money moves in one step when you confirm in your banking app.
A card order that is never paid (abandoned, declined, or left at the payment page until it expires) never reaches the kitchen and is not an order at all. Nothing is charged and nothing is cooked.
5. Cash on collection
Where we offer it, you may pay in cash when you collect. It requires an account with a verified email address, and it is available for collection only.
If you do not turn up, or turn up and do not pay, we may record the order as refused, and we may decline to take cash orders from you in future.
6. If we cannot fulfil your order, and how refunds work
We may refuse an order, because we are too busy, an item has run out, the address turns out to be undeliverable, or for any other good reason. We will tell you. We do not part-fulfil an order without asking you first.
| What happened | What you get back |
|---|---|
| We refuse your card order | The full amount, automatically, without you asking |
| We refuse your cash order | Nothing: no transaction was taken |
| Your payment never completed at the payment page | Nothing: the order was never placed and no transaction was taken |
| You cancel a cash order before the kitchen accepts it | Nothing: no transaction was taken |
| You phone about a card order and the food has not been made | We would normally refuse it, which refunds you in full |
| The order was wrong, or not what you bought | We put it right: replacing the item or refunding it (section 12) |
| Food was collected late, or nobody could receive a delivery | Sections 9 and 10: no refund is due |
How and how long:
- A refund goes back to the card or account you paid from. We cannot send it anywhere else, and we cannot pay it out in cash or as a voucher instead.
- We start the refund immediately, at the moment the order is refused. How long it then takes to appear is your bank’s doing rather than ours, typically 5 to 10 business days.
- You never have to ask for a refund on a refused order. If one has not appeared after ten business days, contact us with your order number.
7. Cancelling
- Cash orders can be cancelled by you from the order-tracking page, but only before the kitchen accepts. After that, telephone us and we will see what can be done: once your food has gone into preparation, the order can no longer be cancelled.
- Card orders cannot be cancelled from the website. Telephone us on 0491220044; if the food has not been made, we will normally refuse the order, which refunds you in full.
The difference is deliberate rather than an oversight: it keeps cancellation and refund as one decision made by one party, instead of a race between you and the kitchen over food that may already be cooking.
8. Your right of withdrawal, and why it does not apply here
There is no 14-day right of withdrawal for the food you order here, or for a table booking. Article VI.53 of the Code of Economic Law excludes goods liable to deteriorate or expire rapidly (4°), that is, freshly prepared food, and catering supplied on a specific date or period (12°), that is, a table. This is the law’s own exception rather than us contracting out of your rights, and we are required to tell you about it before you pay, which is why the same sentence appears at checkout.
Gift vouchers are treated differently and are covered in section 11.
9. Delivery
- We deliver only to addresses inside our delivery area. We check this when you enter your address, before you pay.
- Each area can have its own delivery fee and minimum order value, both shown before you pay.
- Delivery times are estimates. The figure we show is a driving estimate; it does not include kitchen time, and traffic moves. We are not liable for a late delivery beyond the remedies in section 12.
- Somebody must be able to receive the order. We call the number you gave us if the driver cannot find you. If nobody answers and the food cannot be handed over, we may treat the order as delivered and no refund is due.
Where an order includes alcohol, the person receiving it must be old enough to buy it and we may ask for identification at the door or the counter and refuse to hand it over without it. Belgian law sets sixteen for beer and wine and eighteen for spirits and fortified wines such as port, sherry and vermouth. The duty is ours, and we take it at the moment of handover.
10. Collection
We hold your order at the counter once it is ready. If you have not collected it within a reasonable time, the food may be discarded and no refund is due: it is hot food, and it does not keep.
11. Gift vouchers
A voucher is the one thing here you pay for now and use later, so every rule about it is told to you before you buy.
- A voucher is a bearer instrument: whoever holds the code can spend it. Treat it like cash.
- A voucher is either for an amount, to spend as you like, or for particular food: one or more courses from a defined menu, sometimes with a choice within a category and with supplements payable separately. Which of the two you are buying, and exactly what it covers, is shown before you pay and does not change afterwards.
- A voucher is valid at Oli's House only, and cannot be used at any other business or on any other site.
- The terms attached to your voucher are the ones in force on the day it was issued. If we later change what we sell or how long a new voucher lasts, the one you hold is unaffected.
A voucher is used once, in full, in a single visit. We do not give change and we do not carry a balance forward: if you spend a €50 voucher on a €30 bill, the remaining €20 is lost. If the bill comes to more than the voucher, you pay the difference in the ordinary way. This is shown again on the voucher purchase page and in the email carrying your code.
Expiry. Each voucher shows its expiry date, fixed when it is issued and printed on the voucher and in the email. The validity period is shown to you before you pay. An expired voucher cannot be redeemed and the date cannot be extended.
Refunds, cancellation and things going wrong:
- Vouchers are not exchangeable for cash and, unless the law requires otherwise, are not refundable once issued.
- We cannot replace a lost, forwarded or intercepted code. Anyone holding it can spend it, which is what makes a voucher usable as a gift and also what makes it impossible for us to prove who should have had it.
- We may cancel an unredeemed voucher where the payment for it was reversed or where it was obtained fraudulently. We cannot cancel one that has already been redeemed. Once the meal has been served, that is a payment dispute rather than a voucher question.
- If a voucher you paid for never reaches you, by email or as a printed card, contact us on 0491220044 or at [email protected]: we will check what happened and put it right, re-sending the code to the address that bought it.
Buying one for somebody else. You may buy up to twenty vouchers in one payment, and name a recipient and write a short message for each. You always receive every code you paid for, including the ones addressed to somebody else and including any you asked to collect as a printed card, so you are never left holding nothing for something you paid for. Where you asked for a printed card we hold it at the counter for you; the code works from the moment it is issued whether or not the card has been collected. What you write in the message is sent to the recipient as you wrote it.
12. If something goes wrong
Tell us as soon as you can, on 0491220044 or at [email protected]. Keep the order number.
Your statutory rights as a consumer are unaffected by anything in these terms. For food, that means the order must correspond to what you bought. If it does not, we will put it right, normally by replacing the item or refunding it.
What we are not liable for: loss that was not foreseeable, loss arising from address or contact details given to us wrongly, delay caused by events outside our reasonable control, and business losses, since you are dealing with us as a consumer.
What we do not and cannot exclude: liability for death or personal injury caused by our negligence, liability for fraud, our obligations as a food business, and anything else Belgian law does not permit us to exclude. There is no cap on any of these, and there is deliberately no clause here limiting our liability to the value of your order.
13. Accounts
An account is optional. If you have one:
- Keep your sign-in to yourself, and tell us if you think somebody else has it.
- Give us accurate details and keep them current. An out-of-date phone number is how a delivery goes wrong.
- You can close your account at any time from your account page. Orders you have already placed are kept, because they are invoiced records we are required by law to retain; the privacy policy explains this.
- An account with an order still running cannot be closed until that order has ended.
- We may suspend or close an account used for fraud, for abuse, or to harass our staff.
What closing an account does and does not delete is set out in the privacy policy.
14. Loyalty stamps
Where we run a stamp card: stamps and rewards have no cash value, are personal to your account, and cannot be transferred or sold. We may change or end the programme at any time; rewards you have already earned stay yours until they expire.
15. Table reservations
A booking made here is a request rather than a confirmed table, until we confirm it. Please tell us if you cannot come. We may release a table if you are significantly late, and we may decline bookings from someone who repeatedly does not turn up.
16. Using the site
Please do not try to break, overload, scrape or probe the site, place orders you do not intend to pay for, or use somebody else’s payment details. We rate-limit requests and keep records adequate to identify abuse.
17. Changes to these terms
We may change these terms. The version that applies to your order is the one published when you placed it. Changes are not retroactive. The version and date of this document are shown at the foot of this page.
18. Complaints and disputes
Please contact us first, on 0491220044 or at [email protected]. If we cannot resolve it, you can approach the Belgian Consumer Mediation Service free of charge.
19. Governing law
Belgian law applies. The courts of the judicial district of West-Vlaanderen have jurisdiction, without prejudice to your right as a consumer to bring proceedings in the courts of the place where you live, which nothing here takes away.
Version 1.0 · last updated September 9, 2026