Terms of service

Last updated: 26 October 2026

These terms apply when you use www.thesuyafactory.com, buy products from our online shop, place a food order, book a table, take part in our offers, or book our catering services. Please read them carefully. Nothing in these terms affects your statutory rights as a consumer, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. About us

  • The Suya Factory Limited, a company registered in England and Wales, company number 11503318.
  • Registered office: 8 Starboard Crescent, Chatham, Kent, ME4 4FZ.
  • Restaurant and trading address: Unit 2C, Pier 5, The Quays, Dock Head Road, St Mary's Island, Chatham, Kent, ME4 4ZJ.
  • Email: info@thesuyafactory.com | Catering: catering@thesuyafactory.com | Telephone: 020 3488 9204.

2. Using our website

You may use our website for personal, non-commercial purposes. You must not misuse it, try to gain unauthorised access to it, or copy our content, photographs, logos or recipes without our permission. We try to keep the website accurate and available, but menus, prices and opening times can change and we cannot guarantee it will always be error-free or uninterrupted. How we use your personal data is explained in our Privacy Policy and Cookie Policy.

3. Prices and payment

All prices are in pounds sterling and include VAT where applicable. Delivery or postage charges are shown before you pay. We accept the payment methods shown at checkout. If we make an obvious pricing error, we will contact you and you may cancel the order for a full refund.

4. Online shop orders (for example, Suya Spice)

  • When you place an order you will receive an email acknowledging it. A contract is formed when we confirm dispatch.
  • Delivery details and times are set out in our Shipping Policy.
  • Your right to cancel, return and refund is set out in our Refund Policy.
  • Please check the label and allergen information before use.

5. Food orders for collection or delivery

  • Food is freshly prepared to order, so once your order has been accepted by the kitchen it cannot be cancelled and the 14-day cancellation right does not apply.
  • Collection and delivery times are estimates. We will do our best to keep to them but are not responsible for delays caused by circumstances outside our control, such as traffic or third-party delivery partners.
  • If anything is missing or wrong with your order, please contact us straight away so we can put it right.

6. Table bookings

  • We hold tables for 15 minutes after the booking time. After that we may release the table.
  • Tables are booked for a set time: 90 minutes for groups of up to 6, 100 minutes for groups of 7 to 9, and 120 minutes for groups of 10 or more.
  • Bookings for 6 or more guests require a £20 deposit per booking. This deposit is a separate booking charge, is not deducted from your bill, and is non-refundable if you cancel, change your booking at short notice or do not arrive.
  • If you need to cancel or change your booking, please let us know as early as possible, and at least 2 hours before your booking time.
  • Outdoor seating is uncovered and unheated unless stated otherwise.

7. Offers and promotions

  • Offers such as Wings Wednesday, our Lunch Menu and happy hour are available only on the days and at the times shown on our website or in the restaurant, and are subject to availability.
  • Each offer has its own terms, which are shown alongside the offer. Offers cannot be used with any other offer or discount unless stated.
  • We may change or withdraw an offer at any time, but this will not affect bookings or orders already confirmed.

8. Alcohol

We only serve alcohol to customers aged 18 or over. We operate Challenge 25: if you look under 25, we will ask for valid photo ID (passport, photocard driving licence or PASS-accredited card). We may refuse service to anyone who cannot prove their age or who appears intoxicated. Drinks included in an offer are subject to the same rules.

9. Allergies and dietary requirements

Our kitchen handles a range of allergens, including peanuts (our suya spice contains groundnut/kuli-kuli), eggs, gluten, milk, soya, fish and crustaceans. Some dishes come with a fried egg on top. Please tell a member of staff about any allergy or dietary requirement before you order, every time you order. Full allergen information is available on request. While we take great care, we cannot guarantee any dish is completely free from allergens because of the risk of cross-contamination.

10. Behaviour in the restaurant

We want everyone to have a great time. We may ask anyone who behaves in a way that is abusive, unsafe or disruptive to staff or other customers to leave. Customers are responsible for any damage they cause. Bills must be paid before leaving.

11. Catering and private events

These terms apply in addition to your quote and invoice. Making any payment towards your booking means you accept them.

  • Quotes: quotes depend on availability and other factors, so they are time-limited. We cannot provisionally hold dates.
  • Deposit: a 30% deposit is due within 48 hours of your booking confirmation to secure your date. The deposit is non-refundable if you cancel.
  • Balance: the remaining balance is due no later than 7 days before your event. If you cancel after the balance has been paid, the balance is non-refundable because we will already have committed staff, stock and equipment to your event.
  • If we cancel: if we have to cancel for a reason within our control, we will refund everything you have paid.
  • Menu changes: please tell us about any changes or additions at least 10 days before your event so we can arrange food and staff.
  • Service: we provide a minimum of 2 staff, disposable wooden cutlery, street food boxes and serviettes. We aim to arrive 2 to 3 hours before your serving time to set up our 3m x 3m gazebo, 2 to 3 long tables and, for live grilling, our charcoal drum grills. Standard service is 2 hours from when food is ready; any remaining food is then transferred to disposable foil trays for your guests.
  • Extra time: additional service time is charged at £75 per hour, up to a maximum of 2 hours, and must be agreed and paid in advance.
  • Travel: travel charges for events outside our standard area will be shown on your invoice.
  • Site requirements: you must provide sufficient level outdoor space for our set-up, access to water and electricity (including an electrical point for lighting at evening events), parking for our van as close as possible to the unloading point for the whole event, clear access for loading and unloading, and a waste bin for 1 to 2 bin bags. Any parking or venue fees on the day are your responsibility.
  • Safety: for safety reasons, you and your guests must not touch the grills or enter the cooking area at any time.
  • Allergies: our food contains nuts and traces of nuts. You must tell us about any guest allergies in advance and make sure your guests are aware.
  • Delays: we will make every effort to arrive and serve on time but are not liable for delays or failure to provide the service caused by circumstances beyond our reasonable control, such as severe traffic, extreme weather or vehicle breakdown.

12. Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for business losses, or for events outside our reasonable control. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

13. Complaints

If you are unhappy with anything, please tell a manager at the time or email info@thesuyafactory.com. We aim to respond within 5 working days.

14. Changes to these terms

We may update these terms from time to time. The version on this page at the time you book or order will apply.

15. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.