Ordering

How an order works

These terms apply whenever you order from us, online or over the phone with our team. By placing an order you accept them, so please have a read first.

When you place an order you’re offering to buy. The contract starts when we accept it, which is when we confirm the order to you, not when the payment goes through.

We may turn an order down. Usually that’s because something has run out, the kitchen is too busy to cook it in time, the address is outside our area, or we can’t check your age for an order with alcohol. If we turn down an order you’ve paid for, you get all your money back.

You can order for today or for a later date, up to the number of days shown at checkout. You can also order ahead while we’re closed, for any time when we’re open.

Menu photos show how a dish is usually served. Ingredients and presentation can vary a little.

Prices & payment

Prices and paying

All menu prices include VAT. Any delivery charge is shown before you pay.

Online, you pay by card or PayPal when you order, or from your account credit. Orders taken over the phone can be paid in person on collection or delivery, or from account credit.

If you have account credit, you can also pay part of an order with credit and the rest by card or PayPal. Any part paid by card is at least £0.30. Paying with credit doesn’t change the price or the VAT on your order.

We’re careful with prices, but if a dish is ever listed at a price that’s obviously wrong, we’ll contact you before cooking it. You can then go ahead at the right price or cancel for a full refund.

Cancelling

Cancelling or changing an order

You can cancel until we start cooking. Ring us as soon as you can. The sooner you call, the more likely it is we haven’t started. If we haven’t, you get a full refund to the way you paid, or account credit if you prefer.

Once your food is being cooked we can’t cancel it, because it’s been made for you and can’t be sold to anyone else. For the same reason, the 14-day right to change your mind on online purchases doesn’t apply to food. Your other legal rights aren’t affected.

To change an order, such as a different time, an extra dish or a corrected address, give us a call. We’ll do what we can, though close to a busy service it may not be possible.

We may cancel an order ourselves if we can’t get an ingredient, can’t deliver safely, or find the address is outside our area. If that happens, you get a full refund and we’ll tell you why. See our Refunds & Returns page for how refunds are paid.

Collection & delivery

Collection and delivery

We deliver up to 10 miles from Welwyn. The delivery charge and minimum order both depend on distance, and you’ll see them before you pay. Trade accounts have a single £50 minimum for delivery.

The times we give are our honest estimate, based on what you’ve ordered, how busy the kitchen is and, for longer deliveries, the traffic. They aren’t guaranteed, and traffic, weather and very busy nights can all affect them. If we’re running late, we’ll try to let you know.

We’ll email you when a collection order is ready, and when a delivery leaves our kitchen. On very busy days we may stop taking delivery or collection orders for the rest of the day; when we do, it’s shown at the top of every page and at checkout before you order.

Please make sure someone is in to take the order, and give us a phone number we can reach. If our driver can’t reach you, they’ll wait a few minutes and try to call. If we still can’t hand the food over, we have to treat the order as delivered and can’t refund it, because the food can’t be kept or resold.

If the address you give us is wrong and we deliver there, we can’t replace the order free of charge.

Problems

If something is wrong

Tell us the same day, by phone or email. If a dish is missing, isn’t what you ordered, or arrives cold, we’ll put its value back on your account as credit for your next order. If you’d rather have a refund, just say so. Where the law entitles you to a refund, you can always choose one instead of credit.

For a large part of an order, or the whole thing, ring us and we’ll sort it out properly. It really helps if you keep the food and, where you can, send us a photo.

Allergies

Allergies and dietary information

All our food is made in one kitchen where all 14 major allergens are handled, and equipment, surfaces and fryers are shared. We take care, but we can’t guarantee any dish is free from allergens or traces of them.

The allergen and dietary labels on the menu are a guide to what’s in a dish. If you have an allergy or intolerance, tell us every time you order, in the allergy box at checkout or on the phone, so the kitchen knows. If your allergy is severe, please ring us before ordering.

Where a dish can be adapted, for example made vegan, that changes the recipe. It isn’t a promise about the kitchen it’s cooked in. Read our full Allergy Policy.

Alcohol

Alcohol and Challenge 25

We only sell alcohol to people aged 18 or over, and we follow Challenge 25. If you look under 25, we’ll ask for photo ID when we hand over your order. A passport, driving licence or PASS card is fine.

If we can’t confirm you’re 18 or over, we won’t hand over the alcohol. You still get the rest of your order, and the alcohol is credited back to your account. It’s an offence to buy alcohol for anyone under 18, and we may refuse to serve anyone who seems drunk.

Alcohol is only ever handed to an adult at the address. We never leave it on a doorstep, in a porch, or with anyone under 18.

Please drink responsibly. For advice, visit drinkaware.co.uk.

Our drivers and staff check ID at the door or counter for every order with alcohol. If no valid photo ID is shown, or the person looks under 18, we won’t hand over the drinks; the rest of your order is handed over as normal and we’ll refund the drinks.

We're licensed to sell alcohol under premises licence WK126975, issued by Welwyn Hatfield Borough Council.

Account credit

Account credit

• Account credit is money you hold with us to pay for orders. It’s added when you pay us, or when we add some ourselves, for example to put something right.
• Regular customers get a bonus on top-ups, at the rate shown when you top up. Bonus credit spends like the rest, but it’s a gift, so it has no cash value and can’t be refunded.
• Credit can only be spent with us and can’t be passed to anyone else.
• If you cancel an order paid with credit, the credit goes back on your account.
• You can use part of your credit on an order and pay the rest by card or PayPal. The credit is taken when you place the order, and goes back on your account if the payment fails or the order is cancelled or refunded.
• Credit doesn’t expire while your account is open. If you close your account, we’ll refund any credit you actually paid for.
• You can see your balance and every change to it in your account.

Trade accounts

Trade accounts

• Trade accounts are for businesses. We set them up ourselves after talking to you.
• Your trade rate is agreed with you and depends on how often and how much you order. We may review it, and we’ll tell you before it changes.
• Offers, combo deals and specials are already discounted, so they’re the same price for everyone and no trade discount is added on top. Discount codes can’t be used on a trade account.
• Delivery has a £50 minimum, wherever you are within our area.
• You can add a purchase order number at checkout, and it shows on your order confirmation.
• Orders are paid when you place them, by card, PayPal or account credit, unless we’ve agreed something else with you in writing.

Buffets

Buffets

• Buffets are for collection or delivery only. They aren’t served in the restaurant.
• The minimum is 15 guests, unless we’ve agreed otherwise with you for a particular menu.
• We need at least 3 days’ notice. The earliest date you can choose is shown when you book.
• You pay a 25% deposit when you book. The balance is due by the day before your event, and we’ll email you a link to pay it.
• Cancel 7 days or more before your event and we’ll refund the deposit in full. Cancel later than that and we keep the deposit, because the food will already have been ordered.
• Please give us final numbers and any dietary needs at least 3 days before the event.

Catering

Catering and events

Catering is quoted individually. A quote is valid for 14 days unless we say otherwise, and is based on the numbers, date and menu you give us.

Whether we need a deposit depends on the size and timing of the booking. We’ll tell you when we quote, and confirm in writing the date by which you can change numbers or cancel. Those booking terms apply alongside these.

Deals

Deals and offers

• Daily deals are a special price on a dish, on its day and, where shown, within its hours. The day and time that count are your collection or delivery time, not when you place the order.
• Basket deals (such as 2 for 1, second half price, money off a spend or a free item) apply once you’ve chosen the deal on our Deals page and your basket qualifies. One basket deal per order.
• Deals can’t be combined with each other, with trade prices or with discount codes. Daily deal dishes don’t count towards spend amounts.
• Free items are while stocks last; if one has run out, we’ll offer something similar or leave it off.
• We can change or end a deal at any time, but we’ll always honour one on an order we’ve already accepted.

Reviews

Reviews

After an order, we may email you once to ask how it was. You don’t have to reply, and there’s a link in every request to stop them.

You can share your rating as a review on our site, or send it privately to our team. We read every review before it appears, and we publish genuine reviews whatever the rating. We only remove ones that are abusive, aren’t about Rodi, are spam or fake, or share someone’s personal details, and we apply that the same way to every rating. We may reply to a review on the site.

The app

Rodi on your home screen

You can add Rodi Express to your phone’s home screen so it opens like an app. It’s the same website, so these terms, our prices and our privacy policy apply in the same way.

Honestly

Things that happen in a small kitchen

Rodi is one kitchen and a small team, not a chain with a depot behind it. That’s the point of us, because the same people cook your food every day. It also means some things a big operation could absorb, we can’t. We’d rather say so plainly than hide it in small print.

• A dish can run out. We cook in small batches. If it happens after you’ve ordered, we’ll ring you and suggest something else or refund that dish.
• We may have to close at short notice because of illness, a broken oven, a power cut or snow. If that affects your order, we’ll contact you as soon as we can and refund it in full.
• Busy nights run late. Friday and Saturday evenings are hardest to predict. We’d rather cook your food properly than rush it.
• Big orders need notice. A large order at short notice may be more than we can cook alongside everything else. For anything substantial, please use the catering form.
• We can’t always answer the phone during service. Leave a message or email us, and we’ll come back to you, usually within two working days and much sooner if your order is for today.

Respect

Looking after each other

Our team and drivers are people, and most of them live locally. We’ll always be polite to you, and we ask the same in return.

We may refuse or cancel an order, or decline to serve someone again, if there’s abuse or threatening behaviour towards our staff or drivers. Our drivers won’t deliver anywhere they feel unsafe. If that happens, we’ll ring you and arrange to meet somewhere sensible nearby.

If something has gone wrong, please talk to us before writing about it publicly. Almost everything can be sorted with one phone call.

Legal

The legal bits

Complaints. Please contact us using the details at the bottom of this page. We’ll reply within two working days and do our best to put it right. If you’re still unhappy, you can contact Citizens Advice or Welwyn Hatfield Borough Council’s environmental health team.

Things outside our control. We aren’t responsible for delays or failure to deliver caused by things genuinely beyond our control, such as severe weather, flooding, power or internet failure, a supplier letting us down, road closures, illness in the kitchen, or restrictions from the authorities. If that stops us fulfilling your order, we’ll tell you as soon as we can and refund you in full.

Our responsibility to you. If we break these terms, we’re responsible for loss you suffer that was a foreseeable result. We aren’t responsible for loss that wasn’t foreseeable, or for business losses. Nothing here limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit. Your rights under consumer law always apply.

Changes. We may update these terms. The version on this page when you place your order is the one that applies to it.

Law. These terms are governed by the law of England and Wales, and disputes can be brought in its courts.