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This policy currently applies only to direct delivery orders fulfilled by Namaste Village Norwich. Delivery arrangements may differ by site. Other locations may use third-party delivery partners, whose own terms and processes also apply.

Availability, areas and charges

Delivery hours, last-order times, minimum order values, charges and eligible areas are shown before you pay and may change. We may decline an order where an address is outside the available area, the restaurant cannot fulfil it safely, or another reasonable operational reason applies. If payment has already been taken for an order we cannot accept, it will be refunded.

Delivery times and delays

Any time shown is an estimate, not a guarantee. Weather, traffic, high demand, large orders and circumstances outside our reasonable control may affect delivery. If a significant delay arises for a direct order, we will aim to keep you informed using the contact details supplied.

Receiving your order

Please provide a correct address and telephone number and ensure someone is available to receive the order. For flats, hotels and similar buildings, delivery may be made to reception or the main entrance where access or safety requires it. If we cannot safely complete delivery after reasonable attempts to contact you, we will discuss the available options.

Items, substitutions and allergens

Food is prepared fresh to order. If an item is unavailable, we will contact you where reasonably possible before making a substitution, and you may decline it. Please provide allergy information when ordering and speak to us if you have any concern. Our kitchens handle allergens, so we cannot guarantee an allergen-free environment.

If something is not right

For a direct order, contact Namaste Village Norwich as soon as reasonably possible with your order number and photographs where helpful. We will investigate missing, incorrect, damaged or unsatisfactory items fairly and, where we are responsible, provide an appropriate remedy. This may include replacement, refund or another resolution. Nothing in this policy affects your statutory rights.

Cancellations and refunds for direct orders

Because food is freshly prepared, an order may not be cancellable once preparation has begun. Contact us immediately if you need to cancel and we will confirm what is possible. Refunds and other remedies are assessed according to the circumstances and your legal rights; this policy does not impose a blanket “no refunds” rule.

Orders placed through delivery partners

Where an order is placed through a third-party delivery platform, payment is made to that platform and its ordering, payment, refund and complaint procedures apply. Refund, credit and payment-adjustment requests must be raised through that platform.

Namaste Village may assist with information about food prepared by our kitchen or respond as a gesture of goodwill. This does not mean we are responsible for processing a platform refund, and nothing affects applicable legal rights.

Contact

For a current direct-delivery order, use the Namaste Village Norwich contact details in your confirmation. For a platform order, use that platform's support route first. Questions about this policy can be sent to compliance@namastevillage.co.uk.

Last updated: 16 September 2026