Terms & Conditions
Last updated: 4 September 2026
These terms and conditions set out the basis on which IRO Sushi provides food, drink and related services at our restaurants and takeaways across the UK, through this website, and through our ordering and delivery partners. Please read them before placing an order. By placing an order with us, you accept these terms.
1. Who we are. IRO Sushi is a Japanese restaurant, takeaway and delivery brand founded in 2014, now operating more than 40 locations across the UK. Our head office is at 73 High Street, Eltham, London SE9 1UW. A number of our locations are independently owned and operated under franchise. Where that is the case, your contract for an order is with the location that accepts your order, and these terms apply to that contract.
2. Changes to these terms. We may update these terms from time to time, for example to reflect changes to our services or to the law. The version published on this page at the time you place your order is the version that applies to that order.
3. Placing an order. You can order in person at any of our locations, by telephone, through this website, or through third-party ordering and delivery platforms. Your order is an offer to buy. It is accepted only when the location confirms it. We may decline an order, for example where an item is unavailable, where we cannot deliver to your address, or where we are unable to meet a request safely.
4. Prices and payment. Prices are in pounds sterling and include VAT where it applies. Prices and menus may vary between locations, and prices on third-party platforms may differ from our own, as those platforms may add their own service, delivery or small-order fees. Payment is taken at the time of ordering unless the location tells you otherwise. Accepted payment methods vary by location.
5. Menu and availability. All items are subject to availability. Because our food is prepared fresh, an item may sell out during service. If something you have ordered is unavailable, we will offer you an alternative or a refund for that item.
Allergens, Food Safety, Collection and Delivery
6. Allergens and dietary requirements. Please tell a member of our team about any allergy or intolerance before you order, and note it clearly when ordering online. Allergen information for our menu is available on request at every location and on our website.
7. Cross-contamination. Our kitchens handle fish, shellfish, sesame, soya, gluten, egg and other allergens, and our dishes are prepared in shared preparation areas. We take allergen handling seriously, but we cannot guarantee that any dish is completely free from traces of an allergen. If you have a severe allergy, please speak to the location directly before ordering so that our team can advise you.
8. Raw and lightly cured fish. Some of our dishes contain raw or lightly cured fish. As is standard guidance for such dishes, they may not be suitable for young children, people who are pregnant, older adults, or anyone with a weakened immune system. If you are unsure, please ask our team.
9. Collection and delivery. Collection and delivery times given at the point of ordering are estimates and are not guaranteed. Delivery areas, minimum order values and delivery charges vary by location. Someone must be available at the delivery address to receive the order. Where delivery is fulfilled by a third-party platform or courier, that provider’s own terms will also apply to the delivery.
Cancellations, Refunds, Liability and Governing Law
10. Cancelling or changing an order. Our food is freshly prepared to order and is perishable, so the statutory 14-day cancellation right for distance sales under the Consumer Contracts Regulations does not apply to it. If you need to cancel or change an order, please contact the location as soon as possible. Where preparation has not yet started, we will usually be able to help.
11. If something is wrong with your order. Please contact the location that prepared your order as soon as you can, and in any event within 24 hours, so that we can put it right. Depending on the circumstances we may offer a replacement or a refund. Nothing in these terms affects your statutory rights, including your rights under the Consumer Rights Act 2015 to goods that are of satisfactory quality, fit for purpose and as described.
12. Offers, vouchers and promotions. Unless we say otherwise, offers and vouchers cannot be combined with any other offer, have no cash value, and may be limited to particular locations or dates. Individual promotions may carry their own conditions, which are set out on our offers page and apply in addition to these terms. We may withdraw or amend an offer at any time, though this will not affect an order already accepted.
13. This website and our brand. The content of this website, including text, images, layout and the IRO Sushi name and logo, belongs to us or our licensors and may not be copied or reproduced without our permission. We aim to keep the site accurate and available, but we do not guarantee that it will be uninterrupted or error free.
14. Your privacy. We handle personal data in line with our Privacy Policy, which explains what we collect and how we use it.
15. Our liability. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded, including our duties in relation to food safety. Subject to that, our liability in connection with an order is limited to the price paid for that order, and we are not liable for indirect or consequential loss.
16. Complaints and contact. If you would like to raise a concern, please contact the location concerned in the first instance, or reach our head office through the contact page on this website.
17. Governing law. These terms are governed by the law of England and Wales, and the courts of England and Wales will have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the country where you live.
