Privacy Policy, Terms & Conditions and Website Disclaimer

Relafoods Ltd | Trading as Rela-Cuisine

Last Updated: 10 October 2026

Website: www.rela-cuisine.co.uk
Email: info@rela-cuisine.co.uk
Telephone: 07780 169682
Business Address: 70 Aylsham Road, Norwich, Norfolk, NR3 2HE, United Kingdom

1. About Rela-Cuisine

Welcome to Rela-Cuisine, where authentic Nigerian flavours meet the vibrant, multicultural spirit of Norwich.

Relafoods Ltd, trading as Rela-Cuisine, is a UK food business specialising in freshly prepared Nigerian and West African cuisine.

We operate a mobile catering trailer and offer food ordering, collection, selected delivery services, private event catering and other food-related services.

Our mission is to bring people together through exceptional food, quality ingredients, excellent customer service and memorable culinary experiences.

Rela-Cuisine — Connecting Cultures, Celebrating Flavours, Creating Experiences.

2. Introduction

This document explains how Relafoods Ltd collects, processes and protects personal information, the terms governing purchases and catering services, and the conditions applicable to using our website.

Our policies are intended to comply with applicable UK legislation, including:

UK General Data Protection Regulation (UK GDPR).
Data Protection Act 2018, as amended.
Privacy and Electronic Communications Regulations (PECR).
Consumer Rights Act 2015.
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Food Safety Act 1990 and applicable food hygiene regulations.
Food Information Regulations 2014 and applicable allergen requirements.

By placing an order or booking a service, you agree to the applicable Terms & Conditions made available before purchase.

Our Privacy Policy explains how we handle your personal information. It does not rely on your acceptance as the legal basis for processing that information.

PART A: PRIVACY POLICY

3. Who We Are

Relafoods Ltd, trading as Rela-Cuisine, is responsible for determining how and why personal information collected through its business activities is processed.

For the purposes of applicable UK data protection legislation, Relafoods Ltd is the data controller for the personal information it controls.

For privacy-related enquiries, contact:

Email: info@rela-cuisine.co.uk
Telephone: 07780 169682
Address: 70 Aylsham Road, Norwich, Norfolk, NR3 2HE

4. Information We Collect

Depending on how you interact with our business, we may collect the following information.

Personal and contact information

Full name.
Email address.
Telephone number.
Delivery address, where applicable.
Billing details.

Order and transaction information

Food items ordered.
Order dates and collection or delivery arrangements.
Payment status, transaction references and refund information.
Customer preferences and special instructions.
Catering enquiries and booking details.

Website and technical information

IP address.
Browser type and device information.
Website usage and security logs.
Cookies and related technical identifiers, where applicable.

Customer communications

Enquiries, feedback and complaints.
Messages sent through our contact forms or email.
Customer reviews and comments submitted through our website.

Allergy and dietary information

Where customers voluntarily provide information about food allergies, intolerances or dietary requirements, we may process that information to respond to enquiries and assist with food preparation.

Such information may constitute special category personal data. Where required, we will obtain explicit consent or identify another appropriate legal condition before processing it.

5. How We Use Your Information

We use personal information for legitimate business purposes, including:

Processing and fulfilling customer orders.
Arranging food collection and delivery.
Communicating order confirmations and updates.
Responding to enquiries, complaints and feedback.
Managing catering bookings and customer relationships.
Processing payments and refunds.
Maintaining accounting and financial records.
Protecting our website and preventing fraud.
Meeting applicable legal and regulatory obligations.
Sending promotional communications where legally permitted.

We do not sell customers’ personal information to advertisers or data brokers.

6. Lawful Basis for Processing

Depending on the circumstances, we rely on the following lawful bases under UK GDPR:

Contractual necessity: Processing information necessary to fulfil food orders, catering bookings and other customer agreements.

Legal obligation: Maintaining records required for taxation, accounting and other legal obligations.

Legitimate interests: Responding to enquiries, improving services, maintaining website security and protecting our business, where those interests are not overridden by individuals’ rights.

Consent: Sending certain marketing communications, using non-essential cookies and processing certain optional information where consent is required.

Where consent applies, customers may withdraw it at any time without affecting processing already lawfully carried out.

7. Payments and Payment Security

Payments may be processed through authorised third-party payment service providers.

Payment providers may collect and process information necessary to authorise payments, prevent fraud and comply with financial regulations.

We do not intentionally collect or store complete payment card details on our own website servers.

Payment information is handled according to the arrangements and security standards of the relevant payment provider.

8. Cookies and Website Tracking

Our website may use cookies and similar technologies to support functionality, security and customer experience.

These may include:

Essential cookies: Necessary for shopping baskets, checkout, security and website operation.

Preference cookies: Remember customer choices and settings.

Analytics cookies: Help us understand website performance and visitor interactions, where used.

Marketing cookies: Support advertising and promotional activities, where used.

Where required by law, we obtain consent before placing non-essential cookies.

Customers can manage their preferences through available cookie controls and browser settings.

Disabling certain cookies may affect website functionality.

9. Marketing Communications

Where permitted by law, we may contact customers with information about new menu items, special offers, events and promotions.

Customers may opt out of marketing communications at any time by using an unsubscribe option, where provided, or contacting us directly.

We will not make marketing consent a compulsory condition of placing an ordinary food order.

10. Sharing Personal Information

We may share relevant personal information with trusted third parties where necessary, including:

Secure payment service providers.
Website hosting and maintenance providers.
Online ordering and delivery partners.
IT and security service providers.
Professional accountants and advisers.
Regulatory authorities where disclosure is legally required.

We require service providers acting on our behalf to handle personal information appropriately and in accordance with applicable data protection requirements.

11. International Data Transfers

Some website, payment or technology providers may process information outside the United Kingdom.

Where personal data is transferred internationally, we will ensure that an appropriate legal transfer mechanism or applicable adequacy arrangement is in place.

12. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including legal, accounting, contractual and regulatory requirements.

Financial and transaction records will generally be retained for approximately six years, or longer where legally required.

Customer account information may be retained while the account remains active and for an appropriate period afterwards.

Marketing information is retained until consent is withdrawn or the information is no longer required, subject to appropriate suppression records.

Other information is retained according to its purpose and applicable legal requirements.

13. Your Data Protection Rights

Subject to applicable legal conditions, individuals may have the right to:

Access their personal information.
Request correction of inaccurate information.
Request erasure of information.
Restrict certain processing activities.
Object to processing in certain circumstances.
Request data portability.
Withdraw consent where processing is based on consent.
Raise concerns about the handling of personal information.

Requests may be submitted to info@rela-cuisine.co.uk.

We aim to respond within the statutory time limits.

Customers may also complain to the Information Commissioner’s Office (ICO) at www.ico.org.uk.

14. Information Security

We take reasonable technical and organisational measures to protect personal information against unauthorised access, accidental loss, alteration or disclosure.

However, no internet-based system can be guaranteed completely secure.

Customers are encouraged to protect their account credentials and contact us if they suspect unauthorised access.

15. Images, Comments and Embedded Content

Where our website allows customers to upload images or submit comments, users should avoid disclosing unnecessary personal information.

Images may contain embedded metadata, including location information.

Our website may also feature content from third-party platforms, including social media, videos and external websites.

These third parties may process information according to their own privacy policies.

PART B: TERMS & CONDITIONS

16. Ordering Food

Customers may place orders through our website, by telephone or through other ordering channels made available by Rela-Cuisine.

Customers are responsible for providing accurate order details, including contact information, collection or delivery arrangements and relevant dietary requirements.

Orders are subject to product availability and acceptance by Rela-Cuisine.

We reserve the right to decline an order where there is a legitimate reason, including ingredient unavailability, operational limitations or suspected fraudulent activity.

Where payment has been received for an order we cannot fulfil, an appropriate refund will be provided.

17. Prices and Payment

All menu prices are displayed in pounds sterling (£).

Prices and applicable charges will be presented before an order is completed.

Delivery fees, service charges or other applicable costs will be disclosed before payment.

Unless otherwise agreed, payment must be completed when an order is placed.

We reserve the right to update prices, menus and promotional offers. Changes will not affect orders already accepted at an agreed price.

18. Order Confirmation

After placing an order, customers may receive confirmation by email, SMS or through the ordering platform.

An automated acknowledgement does not necessarily mean that an order has been accepted.

Where we cannot accept an order, customers will be informed and any payment collected will be refunded as appropriate.

19. Collection

Customers should collect their orders at the agreed time and location.

Collection times are estimates and may be affected by preparation requirements or operational circumstances.

Customers should provide their order reference or other relevant identification when requested.

Where collection is significantly delayed, food quality and safety may be affected.

We reserve the right not to supply food that is no longer safe for consumption, without prejudice to customers’ statutory rights.

20. Delivery

Delivery services may be available in selected locations.

Delivery availability, charges and estimated arrival times will be communicated during the ordering process.

We make reasonable efforts to deliver orders within the estimated timeframe.

However, delays may occur due to traffic, weather, operational difficulties or circumstances outside our reasonable control.

Customers must provide accurate delivery details and reasonable access instructions.

Where delivery is unsuccessful because of incorrect information or customer unavailability, additional delivery arrangements or charges may apply where reasonable and disclosed.

Nothing in this section removes customers’ statutory rights where we fail to provide the service with reasonable care and skill.

21. Food Quality and Safety

Rela-Cuisine is committed to preparing and supplying food in accordance with applicable food safety and hygiene requirements.

Our food is freshly prepared using ingredients selected to support quality, flavour and customer satisfaction.

Customers should consume hot takeaway meals promptly and follow any storage, reheating or consumption instructions supplied with their order.

Where food is not consumed immediately, it should be handled and stored safely.

Food must not be consumed if there are reasonable concerns about its safety.

22. Food Allergies and Dietary Requirements

Customer safety is extremely important to Rela-Cuisine.

Our menu includes dishes containing, or prepared in environments where, allergens may be present.

These may include:

Fish.
Crustaceans, including prawns and shrimps.
Molluscs, including periwinkles.
Peanuts and other nuts.
Milk and dairy products.
Eggs.
Wheat and other cereals containing gluten.
Soya.
Sesame.
Celery.
Mustard.
Sulphites.
Lupin.

This list does not mean every dish contains every allergen.

Customers with food allergies, intolerances or dietary restrictions must inform us before completing an order.

We will provide available allergen information and discuss relevant preparation considerations.

Because ingredients and preparation equipment may be shared, cross-contact with allergens may occur.

We cannot guarantee an allergen-free meal unless a specific assurance has been made following an appropriate assessment.

Customers with severe allergies should contact us directly before ordering to establish whether we can safely meet their requirements.

23. Fish Bones and Natural Food Hazards

Some Rela-Cuisine dishes contain whole fish, fish portions, seafood or other ingredients that may naturally contain bones, shells or similar materials.

Although reasonable care is taken during preparation, small bones or fragments may remain.

Customers should exercise care when consuming dishes containing fish, meat or shellfish.

Parents and guardians should supervise children appropriately when consuming such foods.

We encourage customers to ask about preparation methods before ordering.

Nothing in this section excludes our responsibility to supply food that meets applicable safety requirements.

24. Menu Availability and Substitutions

Menu items are subject to ingredient availability and operational capacity.

We may occasionally need to change ingredients, presentation or preparation methods.

Where a material substitution is required, particularly one affecting allergens or dietary requirements, we will seek the customer’s agreement before proceeding.

Customers may decline a material substitution and request an appropriate refund for the affected item.

25. Cancellations

We aim to resolve order concerns fairly and promptly.

Because freshly prepared meals are generally perishable, the statutory 14-day change-of-mind cancellation right will not normally apply to these food products.

Customers may request cancellation before preparation begins.

Once preparation has started, cancellation may not be possible, although requests will be considered according to the circumstances.

26. Catering and Event Bookings

Rela-Cuisine may provide catering for private parties, celebrations, corporate events, community gatherings and other occasions.

Catering arrangements will be agreed individually and may include:

Event date, location and duration.
Menu selection.
Estimated number of guests.
Service and staffing requirements.
Equipment and transport arrangements.
Total price and payment schedule.
Deposit and cancellation terms.

A catering booking becomes confirmed when the agreed acceptance requirements have been met.

Any deposit requirements, payment deadlines and cancellation charges will be clearly communicated before confirmation.

Cancellation charges must be reasonable and reflect the circumstances, including genuine costs or losses incurred, taking account of costs saved and opportunities to mitigate losses.

Where Rela-Cuisine cancels a confirmed booking and cannot provide an agreed alternative, the customer will be entitled to an appropriate refund and any other remedy required by law.

27. Customer Responsibilities

Customers are expected to:

Provide accurate contact and ordering information.
Inform us of relevant food allergies and dietary requirements.
Review their order details before payment.
Collect or receive food within the agreed arrangements.
Follow appropriate food handling and storage instructions.
Communicate concerns promptly and respectfully.
Use our website and ordering systems lawfully.

Customers must not misuse our website, attempt unauthorised access or engage in fraudulent ordering activity.

28. Complaints and Customer Satisfaction

We value customer feedback and are committed to addressing concerns professionally.

If you are dissatisfied with an order or service, please contact us with your order details and an explanation of the issue.

Email: info@rela-cuisine.co.uk
Telephone: 07780 169682

We will review complaints fairly and seek an appropriate resolution.

Nothing in this complaints procedure restricts customers’ statutory consumer rights.

29. Limitation of Liability

Relafoods Ltd will not be responsible for losses arising solely from circumstances outside its reasonable control where it has not breached a legal or contractual obligation.

We are not responsible for losses that are not reasonably foreseeable consequences of our breach, subject to applicable law.

Nothing in these Terms & Conditions excludes or restricts liability for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Breach of statutory consumer rights where exclusion is prohibited.
Any other liability that cannot legally be excluded or limited.

We remain responsible for meeting our legal obligations concerning food safety, product quality and the reasonable care and skill required in providing our services.

PART C: WEBSITE DISCLAIMER

30. General Website Information

Information on the Rela-Cuisine website is provided to help customers understand our products, services and business activities.

We make reasonable efforts to ensure that information is accurate and current.

However, occasional errors, omissions or changes may occur.

We reserve the right to correct website information and update content when necessary.

Nothing in this disclaimer limits rights that customers have under applicable law.

31. Menu Images and Descriptions

Food photographs and illustrations are provided for presentation and general reference.

Actual food presentation, portion appearance and packaging may vary.

Menu descriptions are intended to communicate the principal characteristics of our dishes.

We aim to ensure that descriptions, ingredient information and representations are accurate and not misleading.

32. Website Availability

We aim to maintain a reliable and accessible website.

However, uninterrupted website availability cannot be guaranteed.

Temporary disruption may occur because of maintenance, technical faults, hosting issues or other circumstances.

We may update website features and content as reasonably necessary.

33. External Links

Our website may contain links to third-party services, payment platforms or social media websites.

These external services operate independently and may have their own privacy policies and terms.

We are not responsible for the independent content or practices of third-party websites, except where applicable law provides otherwise.

34. Intellectual Property

Unless otherwise indicated, Rela-Cuisine’s original website content, branding, menu descriptions, graphics and other protected materials belong to Relafoods Ltd or are used with permission.

Customers may view and use website information for personal, non-commercial purposes.

Unauthorised reproduction or commercial use of protected materials is prohibited without appropriate permission.

35. Website Security and Acceptable Use

Visitors must not:

Attempt unauthorised access to website systems.
Introduce malicious software or harmful code.
Interfere with website functionality.
Use the website for fraudulent activities.
Copy protected content for unauthorised commercial purposes.

We may restrict access where reasonably necessary to protect our website, customers or business operations.

36. Changes to These Policies

We may update our Privacy Policy, Terms & Conditions and Website Disclaimer to reflect changes in legislation, business operations, technology or services.

The latest version will be published on our website with its effective or revision date.

Material changes affecting existing contracts will be handled in accordance with applicable law.

37. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory rights available to consumers.

PART D: CONTACT INFORMATION

38. Contact Rela-Cuisine

For enquiries concerning orders, catering services, privacy, complaints or these policies, please contact:

Relafoods Ltd
Trading as Rela-Cuisine

Address:
70 Aylsham Road
Norwich, Norfolk
NR3 2HE
United Kingdom

Email: info@rela-cuisine.co.uk

Telephone: 07780 169682

Website: www.rela-cuisine.co.uk

We value your trust and appreciate your support.

At Rela-Cuisine, our commitment goes beyond serving food. We aim to create memorable experiences, celebrate cultural diversity and bring people together through the authentic flavours of Nigerian and West African cuisine.

Rela-Cuisine — Connecting Cultures, Celebrating Flavours, Creating Experiences.