These General Terms and Conditions of Sale (hereinafter the «GTCS») apply to any order (hereinafter «Order») of one or more products (hereinafter the «Product(s)») placed by the buyer (hereinafter the «Customer») on the online shop www.Heiko-Poke.com (hereinafter the «Site») from one of the participating Heiko branded Restaurants (hereinafter the «Seller», the «Restaurant»).
Click & Collect on the Website is reserved for Customers who are at least 16 years old on the date the order is placed.
These General Terms and Conditions shall prevail over any other general or specific terms and conditions not expressly agreed to by the Seller.
The Seller reserves the right to modify the GTC at any time. In all cases, the applicable GTC will be those appearing on the Site on the date of the Order by the Customer.
In these T&Cs, the following words and expressions shall have the following meanings:
The Customer declares to have read and accepted these GTC before placing their Order. Any Order for a Product on the Website or App therefore constitutes the Customer's acceptance of these GTC.
The products offered by the Restaurant chosen by the Customer are those listed on the menu published on the website www.heiko-poke.com via our provider DOOD on the day of the Order, subject to available stock. It is recommended to keep the products refrigerated from the moment they are collected at the Restaurant or delivered. It is strongly advised never to freeze the Products.
The products presented for sale on our menus are subject to change or removal by Heiko without prior notice.
To place an order, the Customer must create an account on our partner DOOD's website.
When registering, the Client chooses a username and password. The Client is required to associate their username with a valid email address.
It is the Customer's responsibility to keep their information strictly confidential and not to disclose it to third parties, in order to avoid as much as possible any risk of intrusion into their Customer account and the placement of Orders without their knowledge by unauthorised persons. The Seller shall not be held liable for any use of the Customer's account by a third party who has gained access to their login and password in any way whatsoever.
Upon registration, certain mandatory data will be requested from the Client, including their surname, first name, mobile phone number, and email address. This list is exhaustive.
In the event of the Client losing or forgetting their password, the Client will be able to click on the link. The Client will receive, via our partner site, an email at the previously provided email address reminding them of their password. This password modification procedure is defined in the terms of use of our partner site DOOD.
We may collect data about you from other companies and entities, including public databases, social networks, and third-party partners such as analytics or marketing service providers. We may also collect publicly accessible information, for example about your profile, when you interact with us on social media. These platforms also allow us to collect communications addressed to us or concerning us.
We can combine the data you provide with data collected through automated means and from other sources.
Click & Collect
To order online and collect their order at the Restaurant, the Customer will need to:
Following payment by the Customer and validation of their Order, the Seller will send the Customer an order confirmation registered on the Site via email with an Order number.
The online provision of the bank card number, the final validation of the Order and the express acceptance by the Customer of these T&Cs imply recognition of having perfect knowledge of them and a waiver of the right to invoke their own purchase conditions or any other conditions.
The Customer must collect their Order from the Restaurant on the same day it is validated on the Website and before the closing time of the Restaurant they will have previously selected.
The opening hours for the Click & Collect service, as well as the opening hours of the Restaurant where the Customer wishes to collect their Order, are available on the Website and on Google Maps at the time the Customer selects said Restaurant.
Delivery Orders
To receive their Order delivered the Customer will need to:
Create an account or log in to your account with your username and password
– go to www.heiko-poke.com
– select a restaurant that offers a delivery service:
– provide or choose the address to which the Order will be delivered:
– place your order by selecting the products,
– confirm their order after having checked the order summary,
– accept these terms and conditions and the General Terms of Use Delivery Company
– make the payment for their Order online
The Seller then sends the Customer an order confirmation by email.
The Customer will be able to track the progress of their Order via the partner's website and will be able to obtain an estimated Delivery schedule for guidance purposes using the information provided by the Delivery Company. The Client shall not, under any circumstances, be able to choose the delivery time.
The online provision of the bank card number, the final validation of the Order and the express acceptance by the Customer of these T&Cs imply recognition of having perfect knowledge of them and a waiver of the right to invoke their own purchase conditions or any other conditions.
Delivery service hours are available on www.heiko-poke.com or our partner DOOD's website at the time the Customer selects the Restaurant.
The Customer will be informed on www.heiko-poke.com, when placing a Delivery Order, that certain Products or offers are not available and notably, without this list being exhaustive and definitive.
The online provision of the bank card number and the final validation of the Order shall constitute proof of the completeness of the said Order and shall render the sums committed by the Order payable.
The Seller will archive the purchase orders and invoices on a reliable and durable medium, via the DOOD partner site.
The Vendor's computerised records shall be considered by the Vendor as proof of communications, orders, payments and transactions between the parties. In the event of a disagreement, it is the Client's responsibility to provide proof to the contrary.
6.1 Cancellation and Amendment of a Click & Collect Order
Under the provisions of Article L.221-28 4° of the French Consumer Code, the right of withdrawal applicable to distance selling cannot be exercised in the case of the supply of goods which, by their nature, are liable to deteriorate or expire rapidly.
In application of this text, it is expressly stated that any Order on the Website and/or the Application is firm and final and that the exercise of the right of withdrawal is entirely excluded.
Orders that have been definitively validated, paid for, and collected cannot be cancelled.
No goods can be returned or exchanged.
6.2 Cancellation and Amendment of a Delivery Order
Fulfilled and paid online orders cannot be modified. However, they can be cancelled before the delivery is accepted by the delivery person.
Once a Delivery Order has been accepted by a Delivery Driver, the Customer can no longer cancel their Order.
Collection of Products from the Restaurant can only take place from the opening time of the Restaurant previously selected by the Customer and before the closing time of the said Restaurant or the closing time of the Click & Collect service set by the selected Restaurant.
The opening hours for the Restaurant where the Customer wishes to collect their Order are available on the website www.heiko-poke.com.
The Customer may only collect their Products from the Restaurant they previously selected when placing their Order on the Website www.heiko-poke.com by presenting their Order number, which appears on the order confirmation e-mail, for a Click & Collect order. The Seller will provide the Customer with a till receipt, either in paper or digital format.
In the event of a Customer failing to collect an Order placed using the Click & Collect service on www.heiko-poke.com, the price of the Order will be charged (non-refundable) to the Customer and the order will be cancelled. Please note that no delivery will be made by the Seller outside of the delivery service available on the website.
Delivery is provided by a courier selected by Uber Direct, who acts on their own behalf and under their sole responsibility.
Delivery is governed by the Uber Direct General Terms of Service, including the Privacy Charter, accessible via the following link:
The Uber Direct Terms and Conditions must be read and accepted before any delivery request.
8.1 Description of the delivery service
Upon confirming a delivery request on www.heiko-poke.com via the partner.
The Customer's Delivery Request is transmitted to the Courier via the module designed by the matching platform developed by Uber Direct. The Customer is connected directly to it via the Application without needing to open an account with Uber Direct beforehand.
When requesting a Delivery, the Customer must provide their name, the desired delivery address, and their telephone number with all necessary details to enable the Delivery Driver to deliver to the correct person and at the correct address. In order to allow for Delivery, the Customer must refrain from requesting a Delivery to a recipient who is inaccessible or who would require considerable effort from the Delivery Driver.
The Delivery address provided by the Customer must be within a maximum radius of 3.5km around the Restaurant selected by the Customer when ordering Products for delivery, and which will prepare the Order.
Delivery can only be made for one order at a time.
8.2 Service and Delivery Charges
| Minimum distance (in metres) | Maximum distance (in metres) | Service charges | Delivery charges | Total |
| 0 | 250 | 2,49€ | 1,81€ | 4,30€ |
| 250 | 500 | 2,49€ | 2,31€ | 4,80€ |
| 500 | 750 | 2,49€ | 2,46€ | 4,95€ |
| 750 | 1000 | 2,49€ | 2,71€ | 5,20€ |
| 1000 | 1250 | 2,49€ | 2,91€ | 5,40€ |
| 1250 | 1500 | 2,49€ | 3,01€ | 5,50€ |
| 1500 | 2000 | 2,49€ | 3,36€ | 5,85€ |
| 2000 | 2500 | 2,49€ | 3,46€ | 5,95€ |
| 2500 | 3000 | 2,49€ | 4,21€ | 6,70€ |
| 3000 | 3500 | 2,49€ | 4,91€ | 7,40€ |
| 3500 | 4000 | 2,49€ | 5,41€ | 7,90€ |
| 4000 | 4500 | 2,49€ | 5,71€ | 8,20€ |
| 4500 | 5000 | 2,49€ | 6,41€ | 8,90€ |
| 5000 | 15000 | 2,49€ | 7,01€ | 9,50€ |
Service and delivery fees are charged by Uber Direct on behalf of and for the Delivery Person, according to the scale indicated above.
8.3 Delivery Time
The Customer is informed of the acceptance of their Delivery request and its progress via the delivery module.
The Delivery Person will make their best efforts to deliver the Products to the Customer, without any firm commitment on their part given the uncertainties and risks.
If the Order is not delivered promptly, the Customer has the option to contact the Delivery Person via the Application, in the «track your order» tab, to find out if a problem has occurred.
If the Delivery Driver is unable to complete the delivery, the Customer will be informed via a notification on the module. In this case, the Customer will not be charged the amount paid.
Complaints relating to delivery service
Any questions or complaints regarding the delivery service must be made on www.heiko-poke.com via the online form accessible on the Website in the «Contact» section. The Customer must select «Direct delivery issue» from the drop-down menu and provide the order number for the processing of their complaint.
Claim in relation to Products
Any questions or complaints regarding Products removed in Restaurants should be made to www.heiko-poke.com via the online form accessible on the Website in the «Contact» section. The Customer must provide their surname, first name, and the order number for their claim to be processed.
Any questions or complaints regarding the operation of the website www.heiko-poke.com should be made via the online help form accessible on the app under the «Contact» section.
The prices shown on the Order pages of the Site are inclusive of all taxes (TTC) in euros, taking into account the VAT applicable on the day of the Order.
The Seller reserves the right to modify its prices at any time, on the understanding, however, that the price appearing on the menu on the day of the Order shall be the only one applicable.
Orders placed on the DOOD website can be paid for using the payment methods offered by the selected restaurant (bank cards, etc.).
The Seller guarantees the preservation of the confidential nature of bank card numbers through protection and cryptography procedures via the payment module.
In the online sales process, the Seller is only bound by a best endeavours obligation. The Seller cannot be held liable for any damages, whether material or immaterial, that may result from the misuse of the identifier or the ordering procedure. The Seller shall not be held liable for any risk inherent in the use of the Internet network, such as data loss, intrusion, viruses, service interruptions, or any other similar risk.
In the case of a Delivery Order, the Delivery is carried out by the Delivery Driver in their own name and under their sole responsibility. Consequently, the Seller cannot be held liable in any way for damages resulting from the Delivery service.
The personal data collected on the Site is subject to Heiko's personal data protection policy. For more information on personal data protection, Click here.
As part of a Delivery Order, certain personal data provided by the Customer on the Application is collected by the latter and transmitted to Uber Direct. Uber Direct processes the said personal data in accordance with the instructions on its website and its Privacy Policy, in order to enable it to process the delivery request exclusively for the purpose of connecting with a Delivery Person and billing in the name and on behalf of the Delivery Person, and then, where applicable, connecting with a service provider to manage Customer complaints concerning the Delivery Order of Products, particularly by connecting with the Restaurant and/or the Delivery Person.
The Customer benefits from a right of access, rectification, post-mortem directives and, for legitimate reasons, deletion of personal data concerning them and communicated to Uber Direct.
The Customer may exercise their rights by sending their request via the links above.
In accordance with Articles L.223-1 et seq. of the Consumer Code, the Customer may at any time add their telephone number to the telephone marketing opt-out list if they do not wish to be contacted by telephone for marketing purposes on the number they have provided to Heiko, via the internet at www.bloctel.gouv.fr or by post by writing to: Société Opposetel, Service Bloctel, 6 rue Nicolas Siret 10000 Troyes. Any person registered on this list cannot be contacted by telephone for marketing purposes by Heiko or one of its partners. This registration is free of charge and valid for three years.
The sale of alcoholic beverages is only possible if it is accompanied by the sale of at least one poké dish per alcoholic beverage.
In accordance with the provisions of Article L3342-1 of the Public Health Code, as amended by Law No. 2009-879 of 21 July 2009, the sale of alcohol to minors under eighteen (18) years of age is prohibited. Consequently, the purchase of any alcohol-based product when placing an Order is strictly forbidden to minors under eighteen (18) years of age. On this occasion, an identity document may be requested from the Customer when collecting their Order in the Restaurant if there is any doubt.
Please remember that drinking too much alcohol is bad for your health.
The invalidity of one of the clauses of these T&Cs, particularly under a law, regulation or as a result of a court decision, shall not result in the invalidity of these T&Cs.
These T&Cs are governed by French law. In the event of a dispute, said dispute shall be submitted to the French courts.
In the event of disputes, the Customer may first contact the Seller with a view to seeking an amicable resolution.
The Student Offer is only valid for students who wish to eat on site You Takeaway in our restaurants upon presentation of the current academic year's student card. (Not valid for delivery via heiko-poke.com or via a partner delivery service).
The Student Offer is available to £10.90, including a Poké Small and a drink (excluding beer, promotional offers, and premium drinks). Additional options can be added to the base price of €10.90 including VAT:
A valid, original, physical proof of student status must be presented at the till to validate the Student Offer (student card). The restaurant reserves the right to verify the authenticity of the document and/or to refuse it.
Definitions:
– «Student»: means a person attending a higher education institution (university, college, etc.) and enrolled for the current academic year. The restaurant exclusively accepts student cards and does not permit the use of the offer for middle school or high school cards.
– «Student Offer»: means the promotional offer valid on one order per day for the purchase of a Heiko meal deal.
Student Offer Modifications:
Heiko Poké reserves the right to suspend, cancel or amend the Student Offer and/or to review and revise the T&Cs at any time.
The Children's Menu is valid only for children aged 3 to 10 years who wish to eat in or take away at a price of €8.90 including VAT. The «Children's Menu» offer is not valid on delivery platforms (Uber Eats & Deliveroo), nor on the Heiko Poké website accessible at the following address: https://www.heiko-poke.com.
The «Children’s Menu» includes:
– 1 Small Poke Bowl with: 2 sides, 1 protein, 1 sauce, and 1 topping (seeds).
– 1 drink from the Vittel or San Pellegrino range only. For other drinks, an additional charge of €1 including tax applies.
– 1 dessert included in the set menu, subject to availability in the restaurant.
– 1 surprise gift, subject to availability.
Conditions for validating the «Children's Menu» offer:
To benefit from this offer, the child must be present at the time of ordering so that our restaurant teams can validate the «Kids» Menu" offer.
You may be asked to present proof of identity to validate the «Children’s Menu» offer and verify the child’s age at the till. The restaurant reserves the right to check the authenticity of the document and/or to refuse it.
The restaurant reserves the right to refuse the «Children's Menu» offer to anyone not meeting the criteria defined above.
Changes to the Children's Menu Offer:
Heiko Poké reserves the right to suspend, cancel or amend the Kids' Menu offer and/or to review and revise the Terms and Conditions at any time.
The Heiko Poké VIP Loyalty Programme This offer is valid only for local retailers and employees of businesses located near our Poké Spots. By joining the VIP programme, customers receive a discount of 10%, valid on a maximum of one order per day for a renewable period of six months, either in-store or online via the website. heiko-poke.com.
To take advantage of this offer, customers must sign up to our loyalty programme via a special QR code available on the VIP card issued to them by the Heiko restaurant team, and then present proof in the restaurant that they are a local business owner in the area of their designated Heiko poké spot. Once validated by our staff, the customer will have access to the «-10% VIP PROGRAMME» offer for a period of 6 months from the date the VIP programme is activated. At the end of this period, the beneficiary will receive a notification inviting them to present proof of eligibility at the till to renew the offer for a further 6 months.
20.1 – Definitions:
– «Neighbouring business»: means a person working in an establishment that offers goods and/or services in the immediate vicinity (within a 300-metre radius centred on the restaurant’s address) of the restaurant and is open to the public.
– « Employee of a nearby company »: designates a person working in an entity in close proximity (distance: 300-metre radius with the restaurant's address as the starting point) to the restaurant and who has been approached by Heiko's teams.
– «Beneficiary»: refers in the singular to the client who is the beneficiary of the VIP loyalty programme offer.
– «Offer -10%»: refers to the promotional code worth 10%, valid on one order per day following registration with the VIP Loyalty Programme.
– « Site » : means the Heiko Poké website accessible at the following address: https://www.heiko-poke.com.
20.2 – Loyalty Programme VIP Programme Registration Conditions:
Membership of the VIP Programme loyalty scheme is free.
It is expressly stated that only one registration per person will be allowed. Each beneficiary may only hold one and only one account. The VIP loyalty account is strictly personal and non-transferable. Proof of identity may be requested to validate membership of the programme and at the checkout.
Physical proof that the recipient is indeed a local shopkeeper or an employee of a nearby business must be presented at the till to validate membership of the VIP loyalty scheme (e.g. staff ID card, business card, etc.). The restaurant reserves the right to verify the authenticity of the document and/or to refuse it.
The restaurant reserves the right to refuse membership of the VIP loyalty programme to anyone who does not meet the criteria set out above. For example, a business operating within a radius of more than 1 km from Heiko restaurant is not eligible for this programme and will be refused entry to the VIP loyalty programme. However, they may still join the standard loyalty programme.
20.3 – Modifications to the Loyalty Programme Offer VIP Programme:
Heiko Poké reserves the right to suspend, cancel or amend the VIP Programme offer and/or to review and revise the T&Cs at any time.
20.4 – Acceptance of the T&Cs:
To benefit from the VIP Programme loyalty scheme, the beneficiary must accept the terms and conditions accessible upon registration and on https://heiko-poke.zerosix.com/#/.
By accepting the Terms and Conditions, the beneficiary undertakes to comply with the various obligations set out therein.
The beneficiary undertakes to read the Terms and Conditions carefully when registering for the VIP Loyalty Programme.
These General Terms and Conditions of Sale aim to define the rights and obligations of Heiko Poké (hereinafter «the Seller») and any natural or legal person (hereinafter «the Customer») wishing to use the Heiko Poké catering service.
These catering terms and conditions apply to all orders placed via the website www.heiko-poke.com.
Heiko Poké offers a catering service for individuals and businesses that allows you to order meal platters with poké bowl recipes.
The offers and prices shown on the website www.heiko-poke.com are valid while stocks last and are only valid in participating Heiko restaurants.
To place an order, the Customer must:
An order confirmation is then sent by email. This constitutes final validation and a firm commitment from both parties. Heiko and the Participating Restaurant reserve the right to refuse any order for a legitimate reason (for example, product unavailability, payment failure, history of disputes with the Customer).
Validation
The order is only considered final upon receipt by the Customer of an order confirmation email, attesting to the acceptance of the Service by the Participating Restaurant and the validation of payment.
Prices are shown in euros, inclusive of all taxes.
Payment can be made online by credit card or any other method accepted by Heiko Poké. Orders are only considered final once payment has been received.
The Client may choose:
Heiko Poké cannot be held responsible for delivery delays caused by an incorrect address or force majeure.
Once an order has been confirmed, it cannot be cancelled.
The Restaurant guarantees that the food is prepared in accordance with current food safety and hygiene standards.
Storage:
As the products delivered are perishable, the Customer undertakes to comply with the storage conditions (between 0°C and +4°C) and to consume the products on the day of delivery or collection. Heiko and the Restaurant accept no liability in the event of a breach of the cold chain or if the Customer consumes the products at a later date.
Allergens:
It is the Customer’s responsibility to refer to the list of allergens in Heiko’s recipes, available at heiko-poke.com.
– Exclusively on Click & Collect and delivery orders via our Website
22.2 – Offer: «10% off the Duo Package»
