By visiting our premises and using our services, you agree to the following Terms & Conditions. Our Terms & Conditions can be found at the till point in the café and via our social media platforms. These Terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. These terms are reviewed annually and may be updated where necessary to reflect operational or legal changes.

1. Food Safety & Allergen Management

We operate in accordance with UK food safety legislation and maintain an allergen matrix covering all menu items.

1.1 Allergens

While we take all reasonable precautions to manage allergens, we cannot guarantee that any food or drink item is completely free from allergens due to shared preparation areas.

Customers with allergies or dietary requirements must inform a member of staff before ordering.

Consumption of food and drink is at the customer’s discretion following disclosure of allergen information.

Nothing in these terms limits our obligations under food safety law.

1.2 Outside Food & Drink

Customers are not permitted to bring outside food or drink onto the premises unless prior approval has been given by a member of staff.

1.3 Food Consumption & Storage
 All food and drink items are prepared fresh and are intended for consumption on the day of purchase.
 For food safety reasons, certain high-risk items (including rice-based dishes and dishes including eggs) we recommend should  be consumed within 2 hours of purchase.
 We cannot guarantee the quality or safety of any food consumed outside of these timeframes or where items have not been stored appropriately.
 Nothing in this section limits our obligations under applicable food safety legislation.

2. Orders, Payments & Refunds

2.1 Menu & Pricing

Menu items, ingredients, and prices may change without notice. Prices displayed at the point of sale are final. We reserve the right to correct obvious pricing errors before accepting an order. All prices shown are inclusive of VAT.

2.2 Payment Methods

We accept cash, card, gift cards and contactless payments via SumUp.

2.3 Gift Cards

Redeeming a Gift Card Gift cards can be redeemed in store at FINS Café & Surf. To use one, simply show us the gift card email at the till and we'll deduct the amount from your balance. There's no app or account required on your end just bring the email. Gift cards cannot be redeemed online or over the phone, and are only valid at FINS Café & Surf. Validity & Expiry All gift cards are valid for 12 months from the date of purchase. Any remaining balance left on a gift card after the expiry date will be forfeited and is non-refundable. We recommend keeping an eye on your expiry date to make sure you use your full balance in time. Balances & Part Payments Gift cards can be used for full or partial payment of any order. If your purchase is less than the card balance, the remaining credit stays on your card for future visits. If your purchase exceeds the card balance, you can pay the difference by any other accepted payment method. Lost or Stolen Cards FINS Café & Surf is not responsible for gift cards that are lost, stolen, or used without authorisation. Please treat your gift card email like cash, we recommend keeping it safe and not forwarding it to others unless intended as a gift. General Gift cards are non-transferable and may only be used at FINS Café & Surf. We reserve the right to refuse or cancel gift cards in cases of suspected fraud or misuse.

2.3 Refunds & Complaints

Under the Consumer Rights Act 2015, customers may be entitled to a refund or replacement if goods are not of satisfactory quality.

Complaints should be raised at the time of service or as soon as possible. Refunds are not provided for personal taste preferences.

Please refer to our Refund & Cancellation Policy for further details.

2.4 Availability

Menu items, retail products and merchandise are subject to availability. 

3. Bookings

We operate on a walk-in only basis and do not accept table reservations.

4. Laptop & Seating Policy

We love that you want to get some work done at Fins but during peak hours, laptops aren't allowed in the front café space. If you're planning to work, head to our laptop-friendly area at the back with designated plugs. We do permit working in the front during a quiet period but reserve the right to ask you to move at any time. During busy times we may ask you to shift to the back or free up your table, so everyone gets a seat.

5. Customer Safety & Liability

5.1 Premises Safety

We take reasonable steps to ensure our premises are safe and compliant with health and safety requirements.

Customers are responsible for taking reasonable care of their own safety and for following any signage or staff instructions.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence.

5.2 Slips, Trips & Burns

Care should be taken around hot drinks, wet floors, and uneven surfaces. Please follow staff instructions and safety signage were provided.

5.3 Dogs

Well-behaved dogs are welcome. Owners are fully responsible for their pets and any damage or injury caused. Assistance dogs are always welcome regardless of this policy. No ID or certification will be requested

5.4 Child Supervision

Children are welcome on the premises but must be always supervised by a responsible adult. Parents and guardians are responsible for ensuring children do not run, climb on furniture, or enter service areas. Please be aware that hot food and drinks, sharp edges, and other potential hazards are present. We reserve the right to ask customers to intervene where a child’s behaviour may pose a risk to themselves, others, or our staff.

Books and toys provided in the café are for the enjoyment of younger customers and are cleaned periodically, but we cannot guarantee they are free from wear or suitable for all ages. Please check items are appropriate before giving them to very young children (choking hazard). These items are provided as a courtesy and not as part of a supervised play area or childcare service, they should not be taken from the premises, and supervision always remains the responsibility of the accompanying adult.

5.5 Highchairs

Highchairs are provided for customer convenience and are used at the parent/guardian's own risk. By using a highchair provided by Fins Newquay, you agree to the following:

Children must be supervised by a parent or guardian at all times while seated in a highchair. Staff are not responsible for monitoring seated children.

The highchair harness/straps must be used and correctly fastened whenever a child is seated.

Parents/guardians are responsible for checking the highchair is suitable for their child's age, weight and size before use, and for satisfying themselves it is in good working order. Please alert a member of staff immediately if a highchair appears damaged or faulty and do not use it.

Highchairs must not be placed near hot food, drinks, hot surfaces, or walkways where they may be knocked.

Number of highchairs is limited and subject to availability.

5.5 Customer Conduct

We reserve the right to refuse service or entry where necessary i.e behaviour is abusive, aggressive, or disruptive to protect the safety, wellbeing or comfort of our customers, staff or business, or where these Terms & Conditions are not followed. 

5.6 Personal Belongings

We are not responsible for loss, theft, or damage to personal belongings brought onto the premises, except where required by law. Lost property in the form on valuables/cards/ID/phones will go to local police after 7 days all other lost property handed to us will be retained for up to 30 days where practical. Unclaimed items may then be disposed of or donated, depending on the nature of the item. 

6. CCTV & Data Protection

Our premises operate CCTV for safety and security purposes. Footage is retained for up to 30 days and may be shared with authorities where legally required.

Further information is available in our Privacy Policy.

7. Wi-Fi Use

Free Wi-Fi is provided for customer use.
By accessing our Wi-Fi, you agree not to use it for unlawful or inappropriate activity. Misuse may result in access being withdrawn. Wi-Fi availability is not guaranteed and may be withdrawn without notice due to technical issues or maintenance. 

8. Alcohol Service

Alcohol is served in accordance with UK licensing laws and our premises licence.

We operate a Challenge 25 policy and reserve the right to:

·       Request valid ID

·       Refuse service to anyone who appears intoxicated or disruptive

9. Photography & Social Media 

From time to time, we take photographs and videos on our premises for use on our website, Instagram, TikTok and other social media platforms. Where you're clearly identifiable, this counts as personal data under UK GDPR, so here's how we handle it:

9.1 General Content

General content (the café, food, drinks, crowd/atmosphere shots) is captured under our legitimate business interest and doesn't require individual consent. Where possible, we frame shots to avoid capturing faces directly, but this isn't always practical in a busy space, if you'd rather not be included at all, just tell a member of staff and we'll crop, blur or delete the image where reasonably possible. Where a child is clearly identifiable in general content, we apply extra caution and will remove the image on request from a parent/guardian without needing a reason.

9.2 Featured Content

Anything where you or your group are the clear subject (e.g. a posed shot, interview post), we will always ask first and get you’re okay before it's used.

9.3 Under 18s

If we want to feature a photo where a child or young person is clearly identifiable, we will always get permission from a parent or guardian first.

9.4 Your Rights

At any time, you can ask us to stop using your image, or to remove it from our channels. This can be done by contacting us by emailing (contact@finsnewquay.co.uk). We'll act as soon as reasonably possible.

9.5 Your Own Photos

Customers are welcome to take photos for personal and non-commercial use. Please be considerate of other guests and staff who haven't agreed to be photographed.

10. Opening Hours & Service Availability

We aim to operate during our advertised opening hours. However, we may occasionally need to change our opening hours or close at short notice due to circumstances beyond our reasonable control, including but not limited to, severe weather, staff illness, emergency repairs, utility failures or other unforeseen events.

Where possible, any changes will be communicated via our social media channels.

11. Amendments

JJDQ LIMITED trading as FINS Café & Surf reserves the right to amend these Terms & Conditions at any time. Changes will not affect bookings or purchases already made unless required by law.
Updated versions will be displayed in our premises and website.

Contact

Email: contact@finsnewquay.co.uk

Phone: 07951 774132
Website: www.finsnewquay.co.uk

Thank you for visiting FINS Café & Surf.