)
This webshop is provided to you by Sticks'n'Sushi A/S, Nansensgade 49, 1366 København K, Denmark ("Sticks'n'Sushi"). These Terms of Service agreement is a legal agreement between you and Sticks'n'Sushi. In case you order from a local affiliate of Sticks’n’Sushi the legal agreement is between you and the affiliate (which Sticks’n’Sushi acts on behalf of).
By completing the registration process or ordering “as guest” you agree that, you have read, understood and agreed to be bound by these Terms of Service, you are of legal age to form a binding contract, you have the authority to enter into the Terms of Service personally and/or on behalf of your company.
Ordering
A guest selects the products on Sticks'n'Sushi’s website that places the order to the restaurant after the payment option has been completed. Orders are accepted until 30 min before closing time.
Alcohol
You are not permitted to order alcohol if you are under the legal age of 18.
Young diner's policy
Please be advised that we are unable to accept reservations for unaccompanied diners, aged 18 or below. All parties, of any size, must have a balance of adults and children when dining.
Parties of seven or more guests, regardless of age, are subject to our group booking policies.
We thank you for your cooperation and understanding.
Payment options
Payment can be done with the following options:
Credit/debit cards
We accept payment with different kinds of credit/debit cards such as MobilePay, Visa Dankort, and Mastercard. For more details see the website.
Direct orders are charged at the time of order placement as well as future orders (selected time/date).
Invoice
We accept payment following invoicing of due amounts for persons acting for companies that have entered into a separate agreement with Sticks'n'Sushi.
Pay at pickup
We accept payment from the customers when the order is collected if the order is placed over the phone. In this case the order will remain open at Sticks'n'Sushi until payment is completed. Credit/debit card and cash is accepted at Sticks'n'Sushi.
Sticks'n'Sushi reserves the right to contact and charge a user for an order that has been ordered using the option “pay at pickup” but not collected and paid the order. Paying at pickup is only possible if the guest chooses to call the restaurant to order.
Price and VAT
All prices are presented in the local currency and includes VAT.
VAT specification is available on the receipts.
Transaction fees
Sticks'n'Sushi reserves the right to charge a transaction fee on card payments according to local rules and regulations.
Order confirmation and receipt
When an order has been placed on the website an order confirmation will be sent to the customer’s registered email address.
Sticks’n’Sushi reserves the right to change the pickup or delivery time. The guest will automatically be informed via text message to the mobile phone number the guest has disclosed on the ordering site in case of such changes.
Order collection
A valid receipt or payment confirmation must be presented when collecting the order. Sticks'n'Sushi will keep the order 180 min (3 hrs) after selected pickup time or until the restaurant’s closing time and it will then be disposed without the possibility to get a refund.
Right of cancellation
It is possible to cancel your order until 1 hour before selected pickup time. Cancellation can be done by calling the selected restaurant.
For New Year’s Eve order the 31st of December, the cancellation must be done no later than the 30th of December by calling the selected restaurant.
If the cancelled order used the payment option credit/debit card the funds reserved to your credit/debit card will be released within 14 days.
Customers cannot cancel or revoke orders after the deadlines specified above to the extent the orders concern goods:
which are not prefabricated and for the production of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer;
which can spoil quickly or whose expiration date would be exceeded quickly;
which are unsuitable for return for reasons of health protection or hygiene if their seal has been removed after delivery;
if these were inseparably mixed with other goods after delivery due to their nature.
For the part of an order that does not fall under the above-mentioned exclusions (e.g. merchandise), the consumer still has a right of cancellation after the deadlines specified above, as further set out in the cancellation box immediately below.
Cancellation
Right of withdrawal
You have the right to cancel the order of goods not covered by the exclusions with Sticks’n’Sushi within fourteen days without giving any reason.
The cancellation period is fourteen days from the date on which you or a third party named by you, who is not the carrier, has taken possession of the goods.
To exercise your right of withdrawal, you must send a clear statement (e.g. a letter but preferably an e-mail) to Sticks’n’Sushi (Address: Nansensgade 49, 1366 København K, Denmark E-mail: [email protected]) about your decision to cancel the order. You can use the attached model withdrawal form, which is not required.
In order not to exceed the cancellation period, it is sufficient to send the notification of the exercise of the right of withdrawal before the expiry of the withdrawal period.
Consequences of the cancellation
If you revoke the order, the Sticks’n’Sushi has to return all your payments for the goods in question, including delivery costs (except for the additional costs that result from you selecting a different type of delivery than the most favourable standard delivery offered by us), immediately and no later than fourteen days from the day on which the notification of your cancellation of the contract has been received by us. For the repayment, Sticks’n’Sushi uses the same means of payment that you used in the original transaction, unless otherwise agreed with you. In no case will you be charged for repayment fees.
Sticks’n’Sushi may refuse to repay until it has received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.
You bear the immediate costs of returning the goods.
You only have to pay for a possible loss in value of the goods, if this loss of value is due to a handling that is not necessary for the examination of the nature, characteristics and functioning of the goods.
Model withdrawal form
(If you want to cancel the Agreement, please fill out this form and send it back to us.)
to [details to be included]
I / we (*) hereby revoke the order concluded by me / us (*) for the purchase of the following goods (*) / the provision of the following service (*)
Ordered on (*) / received on (*)
name of the consumer (s)
address of the consumer (s)
Signature of the consumer (s) (only when notified on paper)
date
(*) Delete as appropriate.
Delivery
Delivery is provided in cooperation with third party delivery companies. If your order is delayed or missing, please contact the third party delivery provider using the contact information provided in the order confirmation.
Complaints
Sticks'n'Sushi has agreed to prepare and deliver the orders initiated by the website according to these Terms of Service.
If something is wrong with your order, please get in touch with Sticks’n’Sushi on [email protected] and our customer service will help you. We kindly ask you to enclose your receipt and a photo of the “issue”. Local rules and regulations regarding defects and non-conformity, such as the Danish Sale of Goods Act (in Danish “købeloven”), may apply. If the complaint is upheld Sticks’n’Sushi will refund the price of the product. Sticks’n’Sushi is not liable for failure or delay of performance of any of our obligations hereunder if such failure or delay is caused by events beyond our reasonable control (“Force Majeure”). Force Majeure includes strikes, work stoppages, accidents, acts of war or terrorism, epidemics, civil or military disturbances, nuclear or natural catastrophes or acts of God, and interruptions, loss or malfunctions of utilities, communications or computer (software and hardware) services.
If an order is refunded your credit/debit card the money will be available within 14 bank days.
Termination
We reserve the right to at any time terminate user accounts or orders that breach the terms of this Terms of Service or in other ways acts in bad faith. Suspension to use the webshop can be carried out with or without notice to you.
Liability
Sticks’n’Sushi assumes no liability whatsoever in relation to the availability of the webshop, the correctness and completeness of the information in the webshop, or the execution of this agreement. Customer acknowledges and agrees that the transmission of information via the internet is not completely secure. Sticks’n’Sushi does not guarantee the security of your data transmitted to the webshop; any transmission is at the customer’s risk.
Sticks’n’Sushi shall under no circumstances be liable to customer for any (i) indirect or consequential loss, (ii) loss of profit, sales, business or revenue, (iii) loss or corruption of data, information or software, (iv) loss of business opportunity, (v) loss of anticipated savings, or (vi) loss of goodwill.
SNS Loyalty – Terms and Conditions
1. Membership Sign Up
Sticks’n’Sushi loyalty membership is free. Guests can register to be a part of the loyalty programme via our app, or on our website.
When registering, guests create an account with us, and membership Terms and Conditions must be agreed. Alongside this, consent must be given to allow Sticks’n’Sushi to build and manage the member profile. By setting up this connection, we collect and process guest personal data. For further information on our loyalty data processing process, please click here.
To earn points or to gain access to other benefits, you must enter your email address, mobile phone number and credit card information.
Guests must be at least 18 years of age to become a member. Membership is non-binding and free of charge, and you are not obliged to make any purchases.
After creating a profile, a digital membership card will be available in your account. The card is not a debit card, credit card or guarantee card and cannot be combined with other loyalty cards. Sticks’n’Sushi use the digital membership card to register your benefits in the restaurant when you use your credit card.
Members cannot transfer points, gifts, benefits or offers to third parties, including other members. Membership cannot be transferred to a new member, email address or contact number once created.
2. Membership Termination
2.1 You can cancel your membership at any time by sending an email to [email protected]. If you cancel your membership, you lose your earned points and purchase history, Sticks’n’Sushi will no longer register your earned bonuses and you will not be able to redeem your earned benefits which will then lapse (e.g. earned benefits, vouchers, coupons, etc.). Your data will be deleted and cannot be recovered after cancelling your membership.
2.2 Sticks’n’Sushi reserves the right to terminate a membership with immediate effect if the membership is violated by the member. Violations include but are not limited to, failing to observe these terms and conditions, creating several profiles for the same user(s) to circumvent the purchase limitations, cheating with points, unacceptable behaviour to Sticks’n’Sushi staff, or any other abuse of the membership. Earned points, bonuses, and benefits will lapse at the termination, as described in section 2.1
2.3 Sticks’n’Sushi reserves the right to terminate the Loyalty programme by contacting the members on the contact information provided. Subsequently, the benefits are no longer available.
3. Program Details/How it works
3.1 The Sticks’n’Sushi Frequent Fisher program is made up of 5 levels. Members join as an Aka and move through the other 4 levels based on how they visit and engage with us.
Members can start earning points from day one and once members reach the second level of the program, called Kuro, points can be used for dine-in and takeaway visits.
Members are also rewarded with benefits for complimentary products from the moment they join the program and as they move through the program..
3.2 The table below gives a summary of our level, how to qualify for each and what the benefits are that are unlocked at each level.
3.3 Point thresholds and available benefits may change from time to time at our discretion.
4.Earning Points, Point Redemption and Point validity.
4.1 Earning Points: Members can start earning points as soon as their account is created.
Points are earnt when Members order takeaway via the Sticks’n’Sushi app or website or register a dine in cheque at any Sticks’n’Sushi restaurant.
To earn points for purchases in the restaurant, Members must, before they pay, register the purchase by scanning the QR code on the bill. To earn points for purchases through the SNS App, you must be logged in on your personal user profile when completing your purchase. When making your purchase, you can see how many points you can earn for the purchase. Members cannot earn points for purchases made before registration or after cancellation of your membership.
Members earn 1 point for every £1/1Euro/1 DKK they spend in the restaurant.
Earnings:
Spend £1/1Euro/1DKK = Earn 1 point
Spend £10/10 Euro/10 DKK = Earn 10 points
The value of your points is determined by the country assigned to your membership profile. You will earn and redeem points based on the assigned country, regardless of the restaurant you are in.
Members do not earn any points when purchasing gift cards. If you use and redeem a gift card, you will earn points for the purchase, just like with any other payment method.
The gift card can be added in the SNS App under “Wallet”, i.e. the same place as the credit cards attached to your profile. When paying with a gift card, the user must scan the gift card in the SNS App.
4.2 Redeeming Points:
Members can start redeeming points once they reach the Kuro level. Members in Aka are not able to redeem points.
Members who are able to redeem points can do so online and via the app. For takeaway orders, Members need to make sure they are logged into their account on either the Sticks’n’Sushi app or the Sticks’n’Sushi website for points to be visible and able to be applied to orders.
For dine in cheques, members need to scan the QR code on the bill, which will register the cheque via the members app or online account.
The use and value of points depend on what level a member is in.
There are 5 levels with in our loyalty programme. The table below outlines the point values within each level.
4.3 Point Validity:
Points are valid until the end of the month plus 1 year from when they are earnt, after which they will lapse.
5. Benefits
5.1 When a member reaches a new level or reaches a milestone, they are rewarded with a gift in the form of a benefit.
The benefit appears in a members account when they reach the criteria for that new level. The table below outlines the criteria needing to be met to reach each level, and the benefit currently available to members today. These benefits are subject to change.
5.2 The benefit offered at each level may change.
5.3 Any additional gifting offered by Sticks’n’Sushi as part of the loyalty program is accessed by members via benefits in their account.
5.4 All benefits provided as part of the Frequent Fisher loyalty program cannot be used in conjunction with any other benefits.
5.5 Benefit Terms & Conditions, including validity and redemption information is available within the benefit in a member’s account.
6. Level Structure
Member level is defined by the number of points a member has accumulated over the most recent 12-month period, whether the points have been used against orders or dine-in transactions or not.
7. Refer a Friend
7.1 To earn a referral reward as part of the Refer a Friend programme, your friend must create their profile and make their first purchase of at least £25, 25Euros, 250 DKK. When this happens, the referrer will receive a benefit for a choice of 2x sticks (Eringi Yaki, Yagi Yaki or Tsukune) and the referee with receive their sign-up benefit for complimentary Edamame.
7.2 Misuse of this programme will result in termination of your membership as per point 2, set out within our terms and conditions.
8. Credit card information
8.1 To use your credit card for purchases/payments in the App, you must grant a separate consent. This is done by adding the credit card under the ‘Wallet’ section.
8.2 You can delete your credit card at any time in the ‘Wallet’ section (you keep your points and bonuses).
8.3 Please be aware of the risk of credit card abuse if you give others access to your SNS App. Your credit card information is stored in a save area with an authorised payment service provider (PSP) that handles your payments. Card information is handled and stored by a third party in a secure environment with a PCI-certified payment processing company. SNS will not get possession of your credit card information.
8.4 You can view your purchase history for purchases completed through the App. Your purchase history can be viewed by clicking the” More” symbol in the bottom right corner. Then click on” Receipts".
9. Change of terms and conditions
9.1 The terms and conditions in force at any time are available in the Stick’n’Sushi App and on the Sticks’n’Sushi website.
9.2 Sticks’n’Sushi reserves the right to change these terms and conditions, including the content of the Loyalty programme at any time. Sticks’n’Sushi can make non-significant changes, including changes of benefits, without prior notice. Significant changes can be made with a reasonable notice.
9.3 Changes will be communicated on email or through the App. If you continue to use the Loyalty programme after the changes have become effective, you will be deemed to have accepted the new terms and conditions. If any change involves personal data and thus requires consent, we are obliged to ask for your active consent in accordance with the applicable data protection rules.
10. Contact and complaints
10.1 If you have any questions about Loyalty membership or wish to lodge a complaint, please contact [email protected].
10.2 We aim to respond to all enquiries within 5 business days.
10.3 If you are not satisfied with our initial response, you may escalate your complaint by requesting a formal review. We will acknowledge escalated complaints within 3 business days and aim to provide a final response within 21 days.
10.4 If your complaint relates to payment processing or credit card matters, please also refer to the terms of your payment service provider.
10.5 (UK members) If you remain dissatisfied after our complaints process is exhausted, you may seek advice from the Citizens Advice consumer helpline or refer your complaint to Trading Standards. For data-related complaints, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.
10.6 (EU/Denmark members) You may also submit a complaint to the relevant national consumer authority in your country, or use the EU's Online Dispute Resolution platform.For data-related complaints, you may contact your national data protection authority.
Amendments to the Terms of Service
The Terms of Service can be changed at any time. Please always check the date for latest update before placing a new order. If you do not agree to any change(s) you shall stop using the webshop.
Updated: March 2024