Legal

Restaurant Service Standards

Version: 2026-07-30-restaurant-standards-final
Last updated: 30 July 2026

Restaurant Service Standards for Cully Express. Version: 2026-07-30-restaurant-standards-final. Last updated: 30 July 2026.

Purpose and Application

These Restaurant Service Standards form part of the operational requirements incorporated into the Restaurant Partner Agreement. They describe the service standards expected while a Restaurant uses Cully Express; they do not replace or create a second commercial agreement.
The Restaurant Partner Agreement governs approval, commercial terms, payment, suspension and termination. The Refund Policy governs the customer-facing refund process, the Privacy Policy governs personal data, and applicable food, consumer, equality, health and safety and other laws continue to apply.

Approval and Operational Readiness

An approved Restaurant should keep its operational restaurant details, opening hours and menu information accurate and current. A disabled Restaurant cannot receive customer orders or enable itself in the app.
The Restaurant should monitor its authenticated account while operating, protect its credentials, promptly report suspected compromise and ensure that only authorised personnel use the Restaurant account. Ownership changes must follow the approval process in the Restaurant Partner Agreement.
The Restaurant must maintain all food-business registrations, licences, permissions, insurance, hygiene arrangements and other legal requirements applicable to its business. Platform approval is not certification of legal or food-safety compliance.

Food Quality and Consistency

Food should be freshly and carefully prepared, of satisfactory quality, fit for purpose, as described and presented with reasonable consistency. Portions, ingredients, cooking, accompaniments and substitutions should match the accepted order and the information supplied to the customer.
A Restaurant should not use materially inferior, expired, spoiled or unsuitable ingredients, reduce portions inconsistently, make an unauthorised substitution or send an item it knows is materially different from the menu description. If an accepted item becomes unavailable, the Restaurant should contact support promptly and must not demand an off-platform payment.
Quality concerns, repeated portion inconsistency, avoidable presentation failures or substantiated complaints may be reviewed in context. A complaint does not by itself establish a breach or trigger an automatic penalty.

Food Safety, Hygiene and Allergens

The Restaurant must prepare, cook, store, handle and supply food safely and lawfully; maintain suitable hygiene and cross-contamination controls; and ensure that staff and premises meet applicable food-law requirements.
Accurate, current and legally compliant ingredient and allergen information must be available before purchase and again at delivery or collection where required. A customer order note is not a substitute for required allergen information. If the available menu fields cannot accurately communicate information required by law, the Restaurant must not rely on an incomplete listing and should contact Cully Express before offering the affected item.
Food must be maintained at appropriate temperatures and placed in clean, secure, tamper-evident or otherwise suitable packaging for its type and fulfilment method. Raw, ready-to-eat, chilled, frozen, allergen-sensitive or spillable items must be separated or protected where safety reasonably requires it.
A suspected unsafe-food, contamination or allergen incident must be escalated immediately. The Restaurant must preserve relevant records and cooperate with customer warnings, withdrawals, recalls, support enquiries and regulators where required.

Order Acceptance

Restaurants should review new immediate-order offers promptly and accept only an order they can prepare in full, safely and within the operational time shown. Acceptance is completed through the production action and remains subject to successful Stripe capture.
A Restaurant should reject promptly, using an accurate available reason, any order it cannot fulfil. If it does not respond within the acceptance period recorded for the order, the order may time out automatically and the uncaptured payment authorisation will be cancelled or released.
After acceptance and successful capture, the Restaurant should progress the order accurately through the applicable production states and must contact support before attempting to cancel or materially alter it. Restaurant staff must not promise or issue an off-platform card refund.

Preparation Times

Restaurants should begin preparation at the appropriate workflow stage, monitor accepted and scheduled orders, and update the order status only when the corresponding event has occurred.
The production Restaurant app does not currently provide an operative control for a Restaurant to change a live per-order preparation estimate. If workload, staffing, equipment, stock or another issue is likely to cause a material delay, the Restaurant should communicate through the available support or order route rather than entering a false status.
Repeated avoidable lateness or inaccurate status updates may be reviewed with the circumstances and available records. These standards do not create an automatic preparation timer, service-level penalty or guaranteed preparation or delivery time.

Menu Accuracy

Names, categories, descriptions, prices, photographs, add-ons, availability, ingredients and allergen information within the Restaurant’s control must be accurate, current and not misleading. Photographs should fairly represent the relevant item and must not infringe another person’s rights.
An out-of-stock, temporarily unavailable or discontinued item should be disabled or removed promptly before further checkout. The Restaurant should not leave unavailable items active in the expectation that customers will accept a substitute.
Restaurant-funded promotions must be accurately described, authorised and capable of being honoured under their configured terms. The Restaurant must not manipulate prices, availability, accounts or orders to circumvent promotion rules or misuse a Cully Express-funded promotion.

Customer Communication

Restaurants should communicate promptly, accurately, respectfully and professionally with customers and Cully Express about active orders, delays, unavailable items, complaints and safety concerns.
Only the information and contact tools made available for the order should be used. Restaurant personnel must not pressure a customer to communicate, pay or settle a complaint off-platform, and must not make discriminatory, threatening, abusive or misleading statements.
Restaurants should provide reasonable assistance at collection where applicable and practicable, and make reasonable adjustments where required by law. Platform accessibility limitations should be raised with support rather than used to deny lawful service.

Temporary Closures

Opening hours must be kept accurate. A Restaurant that cannot fulfil new orders should close or update its availability using the applicable production controls as early as possible rather than accepting orders it cannot complete.
The Restaurant delivery-pause control stops new delivery checkouts but does not cancel or alter existing or confirmed scheduled orders and does not pause collection. Those obligations continue unless Cully Express agrees another resolution.
If collection is unavailable, the Restaurant must not rely on the delivery pause and should contact support or use the applicable managed collection setting. Resuming delivery remains subject to the active Cully Express Delivery V2 configuration and any administrative pause.

Scheduled Orders

Scheduled orders should be monitored separately from immediate orders. A booking should be confirmed only if the Restaurant can fulfil it in the requested window; a booking it cannot fulfil should be declined promptly before capture.
A confirmed scheduled order remains an existing obligation during a later delivery pause or settings change. When preparation becomes available, the Restaurant should accept it for preparation and progress it through the displayed workflow rather than preparing against a locked future booking prematurely.
If fulfilment later becomes impossible, the Restaurant should contact support immediately. Cancellation, payment release and refund handling remain governed by the production workflow and the Restaurant Partner Agreement.

Unavailable Items and Order Accuracy

Before accepting an order, the Restaurant should verify that every item, option and quantity can be supplied. Before handover, it should check the order identifier and contents against the accepted order, including sides, drinks, paid add-ons and any lawfully recorded requirement.
A Restaurant must not make an unauthorised substitution, omit an item knowingly, place a different customer’s order into the package or ask a customer or Driver to pay a price difference outside the platform. A discovered discrepancy should be reported before handover so that an authorised resolution can be arranged.

Refund Cooperation

A refund request does not automatically establish Restaurant fault. The Restaurant should review an attributed request within the period shown, provide a truthful recommendation or response, and supply relevant notes or photographs where applicable and lawfully available.
Using the Restaurant approval action authorises the Cully Express platform to process the supported refund outcome. Rejecting the recommendation requires a reason and escalates the request for platform review; it is not a final rejection of the customer’s statutory or contractual rights.
Cully Express makes the final platform allocation and may assign responsibility to the Restaurant, Driver, Cully Express or more than one participant according to the evidence. The Restaurant should cooperate with fraud, chargeback, late statutory-claim and reconciliation reviews and must not fabricate, delete or manipulate evidence.
Restaurant liability, deductions, adjustments and recoveries are governed by the Restaurant Partner Agreement and Refund Policy. These standards create no automatic fault assumption or automatic financial penalty.

Collection

Collection orders should be complete, safely packaged and ready at or near the collection time shown. The Restaurant should reasonably verify the customer or order identifier, prevent duplicate or incorrect handover and update the order status accurately.
If a customer is late or fails to collect, the Restaurant should preserve the order only for as long as is safe and reasonable, record relevant facts and contact support where a resolution is required. A no-show does not authorise an off-platform refund or unsafe resale.

Delivery

Delivery availability and fees are controlled by the server-authoritative Delivery V2 settings, postcode distance, enabled bands, maximum distance, service settings and pauses. The Restaurant may view the managed settings and pause or resume new deliveries where enabled, but must not promise a different delivery radius, fee or guaranteed delivery time.
For an accepted delivery order, the Restaurant should prepare the complete order for driver collection, mark it ready for pickup only when it is actually ready, monitor for assignment and contact support if no Driver is available or pickup is materially delayed.

Driver Handover

Before handover, the Restaurant should reasonably verify the assigned Driver and order identifier, confirm that all items and paid additions are present, and ensure that packaging is secure, stable and appropriate to maintain safety and temperature during transport.
The Restaurant should hand over promptly when the correct Driver arrives and should not represent the order as collected before physical handover. Missing items, damage, unsafe packaging, a wrong order or an assignment concern should be resolved or escalated before release where reasonably possible.
The Restaurant remains responsible for preparation, ingredients, item accuracy and packaging defects originating with it. The Driver is independently responsible for safe custody and delivery after a correct handover, as allocated in the Restaurant Partner Agreement and Driver Agreement.

Complaints and Evidence

Restaurants should treat complaints seriously and respectfully, preserve relevant menu, preparation, packaging, order and communication information, and respond to reasonable support enquiries within the period requested.
Evidence should be relevant, accurate and obtained lawfully. Restaurants should not photograph customers or Drivers unnecessarily, disclose unrelated personal information, retaliate against a complainant or contact a customer outside the order and support process.

Privacy, Confidentiality and Security

Customer, Driver, order, refund and contact information may be used only to accept, prepare, hand over, support or resolve the relevant order and to meet a legal obligation. It must not be copied, sold, disclosed, retained for personal use, added to marketing lists or used for unrelated contact.
The Restaurant should restrict account and order access to authorised personnel, protect passwords and signed-in devices, use the authenticated production account, and report suspected credential compromise, unauthorised access or a personal-data breach immediately.
Personal information and local copies should be securely deleted when no longer required for the order, an active complaint or a legal obligation. Cully Express retention and account deletion are governed by the Privacy Policy and Restaurant Partner Agreement.

Performance Review and Improvement

Cully Express may review reliable fulfilment, avoidable cancellations, lateness, inaccurate statuses, menu errors, substantiated complaints, food-safety incidents, refund cooperation, suspected fraud and professional communication using the available operational and audit records.
Records, complaints or indicators should be considered in context and may lead to a request for information, guidance, monitoring or a proportionate improvement plan. No single metric, complaint or missed target creates an automatic penalty, automatic suspension or automatic termination.
Repeated or serious failures may contribute to a formal operational review under the Restaurant Partner Agreement. Restaurants should cooperate with reasonable corrective measures and explain exceptional circumstances or disputed records promptly.

Suspension and Escalation

A serious food-safety, allergen, fraud, security, unlawful-conduct or immediate customer-safety concern may be escalated without waiting for a repeated pattern. Cully Express may temporarily pause or restrict affected items, services or the Restaurant while the issue is investigated.
Repeated or material failure to meet these standards may contribute to an improvement plan, temporary restriction, suspension or termination. The grounds, process, review opportunity, accrued-payment treatment and final decision are governed by the Restaurant Partner Agreement, not created independently by these Standards.

Unsupported Systems and Equipment

The production platform does not require or provide a point-of-sale integration, kitchen printer, dedicated Restaurant tablet, continuous GPS tracking or other mandatory hardware. A Restaurant may use its own lawful internal equipment, but remains responsible for monitoring the authenticated Cully Express app and following its production workflow.
Cully Express does not guarantee uninterrupted availability, a particular order volume, automatic preparation timing, Driver availability, delivery timing or compatibility with third-party Restaurant systems.

Changes and Review

Cully Express may update these Standards for legal, food-safety, security or operational changes. The current version and last-updated date will be displayed in the app.
A material update may require notice or fresh acknowledgement before continued Restaurant use. Changes do not retrospectively alter the price or commercial calculation already locked for an existing order.

Support

Questions, complaints, safety issues and review requests relating to these Standards can be directed to support@cullyexpress.com.
Written correspondence may also be sent to A&S Signatures Ltd (trading as Cully Express), The Collar Factory, 112 St Augustine Street, Taunton, TA1 1QN, United Kingdom.