Last updated: 20 April 2026

This policy sets out when you are entitled to cancel a booking or order and receive a refund. Nothing here affects your statutory rights under UK law.

1. Your statutory rights

If goods or services are faulty, not as described, or not performed with reasonable care, you are entitled to remedies under the Consumer Rights Act 2015 (repair, replacement, refund or price reduction). These rights apply regardless of anything else in this policy.

2. Restaurant reservations

Standard bookings: no charge if you cancel at least 24 hours before your booked time.

Large parties (6+) and chef's counter: we may hold a card as security. Cancellation within 24 hours or a no-show may incur a £25-per-guest fee.

3. Events, experiences and workshops

3.1 Pre-paid events (anniversary dinners, sake nights, yakitori experiences, sushi workshops):

More than 7 days before: full refund.
48 hours to 7 days before: transfer to another date (subject to availability) or a credit note valid 12 months.
Within 48 hours: non-refundable (we've committed to staffing and ingredients).

3.2 Private hire and corporate events: subject to the specific deposit and cancellation terms in your booking agreement.

3.3 Events cancelled by us: full refund, or transfer to another date — your choice.

4. Online shop orders

4.1 Perishable food exemption. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cooling-off right does NOT apply to perishable or made-to-order food. This includes:

Yakitori skewers (raw, prepared to order)
Yuzu Basque cheesecake (freshly baked)
Any other fresh or made-to-order food

Once we've started preparing, we cannot refund.

4.2 Cancelling before prep begins. Email [email protected] or call 07770 054993 as soon as possible. If we haven't started, we'll refund in full.

4.3 Uncollected orders. If you don't collect on the agreed date, the order is not held or refunded (the goods are perishable).

4.4 Faulty or incorrect items. Contact us within 24 hours of collection with a photo and description. We will replace or refund. This doesn't affect your statutory rights.

5. Gift vouchers

Non-refundable once purchased, except where legally required (e.g. fault, non-delivery). Unredeemed vouchers cannot be exchanged for cash.

6. How refunds are processed

Method: original payment method only.
Timing: approved refunds are processed within 7 days; your bank may take a further 3–5 working days.
Currency: GBP, for the full amount. We are not responsible for currency conversion fees charged by your card issuer.

7. How to request a refund

Email: [email protected]
Phone: 07770 054993
Post: Hotori Ltd, 1 New Fetter Lane, London, EC4A 1AN

We aim to respond within 5 working days.

8. Card disputes and chargebacks

Please contact us first. Raising a chargeback without contacting us can delay resolution and may lead to additional costs being recovered from you.

9. Changes

We may update this policy. The version in force is the one published at the time of your booking or purchase.

10. Contact

Hotori Ltd, 1 New Fetter Lane, London, EC4A 1AN Email: [email protected] Phone: 07770 054993 Company number 15503318 (England and Wales)