Terms & Conditions

1. Introduction

These Terms and Conditions (“Terms”) govern your use of the services provided by UMAMI Eats Pte. Ltd. (“UMAMI”, “we”, “us” or “our”).

By visiting our website, placing an order, joining UMAMI Pass, using our online services, interacting with us, or purchasing from our outlet, you agree to these Terms.

Please read these Terms carefully. If you do not agree with these Terms, you should not use our website, ordering platforms, loyalty programme or services.

2. Our Services

UMAMI is a modern Asian deli serving warm, thoughtfully prepared meals for the everyday workday.

Our services may include:

• In-store food sales
• Takeaway orders
• Self-collection orders
• Online ordering
• Third-party delivery platform orders
• Loyalty programme and rewards
• Promotions, vouchers and customer campaigns
• Corporate, bulk or group orders, where available

Our services may change from time to time depending on outlet operations, availability, seasonal menus, promotions and business requirements.

3. Acceptance of Terms

By using our services, you confirm that:

• You have read and accepted these Terms.
• The information you provide to us is accurate and complete.
• You will use our services only for lawful purposes.
• You will not misuse our website, ordering system, loyalty programme or promotions.
• You are at least 18 years old, or you have permission from a parent or legal guardian to use our services.

4. Orders

Orders may be placed through our outlet, website, QR ordering system, online ordering platform, or third-party delivery platforms where available.

All orders are subject to acceptance by UMAMI. We may decline or cancel an order if:

• An item is unavailable.
• Payment is unsuccessful.
• The order contains incorrect information.
• There is a pricing, menu or system error.
• We are unable to fulfil the order due to operational reasons.
• We reasonably believe the order is fraudulent, abusive or in breach of these Terms.

An order is only confirmed when accepted by UMAMI or the relevant ordering platform.

5. Menu Availability

Our menu items, ingredients, prices, packaging, portioning, promotions and availability may change from time to time without prior notice.

Images shown on our website, social media, menus, advertisements or third-party platforms are for illustration purposes only. Actual presentation, ingredients, portioning or packaging may vary.

We will make reasonable efforts to keep menu information accurate, but errors may occasionally occur.

6. Pricing and Payment

All prices are stated in Singapore Dollars unless otherwise indicated.

Prices may differ between:

• In-store purchases
• Website or QR orders
• Third-party delivery platforms
• Promotional campaigns
• Corporate or bulk orders

Additional fees may apply, including delivery fees, platform fees, service fees, packaging fees or other charges depending on the ordering channel.

Payment must be made using the payment methods available at the time of purchase. These may include cash, card payments, digital wallets, online payment methods or third-party platform payment systems.

We do not store your full payment card details. Payment processing may be handled by third-party payment providers or ordering platforms.

7. Order Changes and Cancellations

Once an order has been confirmed, we may not be able to change or cancel it, especially after food preparation has started.

For orders placed through third-party delivery or ordering platforms, cancellation, refund and modification rules may be subject to the terms of that platform.

UMAMI reserves the right to refuse changes or cancellations where the food has already been prepared, packed, collected, delivered or consumed.

8. Collection, Delivery and Delays

For self-collection orders, customers are responsible for collecting their orders within the advised collection time.

For delivery orders, delivery timing is an estimate only and may be affected by factors outside our control, including traffic, weather, rider availability, platform delays, mall operations, peak periods or incorrect customer information.

UMAMI is not responsible for delays caused by third-party delivery platforms, delivery riders, incorrect contact details, wrong addresses, customer unavailability or circumstances beyond our reasonable control.

Customers should check their order upon collection or delivery and inform us promptly if there is an issue.

9. Refunds, Replacements and Service Recovery

If there is an issue with your order, please contact us as soon as possible at general@umami.com.sg with your order details.

Where applicable, please provide:

• Order number or receipt
• Date and time of purchase
• Ordering channel
• Description of the issue
• Photos of the item, where relevant

Refunds, replacements or service recovery may be provided at our discretion, depending on the situation.

We may consider service recovery for issues such as:

• Incorrect items
• Missing items
• Food quality issues
• Failed orders caused by our error
• Other service issues reasonably verified by UMAMI

We generally do not provide refunds or replacements for:

• Change of mind
• Food that has been fully consumed
• Orders collected or delivered to the wrong address due to incorrect customer information
• Delays caused by third-party platforms or delivery riders
• Orders cancelled after preparation has started
• Personal taste preferences where the food was prepared correctly
• Failure to collect an order within a reasonable time

Nothing in these Terms limits any rights you may have under applicable Singapore law.

10. Food Safety, Allergens and Dietary Information

UMAMI handles a variety of ingredients in our kitchen, including common allergens.

While we take care in food preparation, cross-contact may occur due to shared preparation areas, equipment, utensils, storage or handling processes.

Customers with food allergies, intolerances or dietary restrictions should inform our staff before ordering or contact us for more information.

Allergen, dietary or ingredient information provided by UMAMI is for general guidance only. We cannot guarantee that any item is completely free from allergens or traces of allergens.

If you have a severe allergy or strict dietary requirement, please assess carefully before ordering. We reserve the right to decline an order if we believe we cannot safely accommodate the request.

Food should be consumed promptly after collection or delivery. UMAMI is not responsible for food quality or safety issues caused by improper storage, delayed consumption, reheating, mishandling or actions outside our control after the food has been collected or delivered.

11. Promotions, Vouchers and Discounts

Promotions, vouchers, discounts and offers are subject to their specific terms and conditions.

Unless otherwise stated:

• Promotions are valid for a limited time only.
• Promotions are while stocks last.
• Promotions cannot be exchanged for cash.
• Promotions cannot be combined with other offers, vouchers or discounts.
• Promotions may be limited by outlet, date, time, item or customer.
• UMAMI may amend, suspend or withdraw promotions at any time without prior notice.

Any misuse, duplication, resale, unauthorised transfer or abuse of vouchers, rewards or promotions may result in cancellation of the offer or restriction of future use.

12. UMAMI Pass and Loyalty Programme

UMAMI may operate a loyalty programme, membership pass, stamp system, rewards programme or similar customer engagement programme.

Participation in UMAMI Pass or any loyalty programme is subject to these Terms and any additional programme rules we may publish from time to time.

Unless otherwise stated:

• Rewards are earned only on qualifying purchases.
• Rewards, stamps or benefits have no cash value.
• Rewards are not exchangeable for cash.
• Rewards may not be transferable.
• Rewards may be subject to expiry dates, item exclusions or redemption conditions.
• UMAMI may correct, cancel or reverse rewards issued due to error, misuse or fraud.
• UMAMI may amend, suspend or terminate the loyalty programme at any time.

Customers are responsible for ensuring their loyalty account details are accurate and for keeping access to their account or QR code secure.

13. Accounts, QR Codes and Digital Access

You may be required to provide information such as your name, phone number or email address to access certain services, loyalty features or rewards.

You are responsible for keeping your account, pass, QR code or login access secure.

You must not:

• Share your account for misuse.
• Use another person’s account without permission.
• Attempt to manipulate stamps, rewards or redemptions.
• Abuse technical errors or system bugs.
• Use our digital services in a fraudulent or unlawful manner.

We reserve the right to suspend or restrict access to accounts, passes, rewards or services where misuse, fraud, suspicious activity or breach of these Terms is suspected.

14. Corporate, Group or Bulk Orders

Corporate, group or bulk orders may be subject to separate arrangements, lead times, minimum order quantities, payment terms, cancellation terms and delivery or collection conditions.

For such orders, UMAMI may require confirmation, deposit or full payment before preparation.

Changes or cancellations may not be accepted once preparation, procurement or production has started.

15. Third-Party Platforms

UMAMI may be listed on or work with third-party platforms, including delivery platforms, payment providers, ordering systems, marketing tools or social media platforms.

Your use of third-party platforms is also subject to their own terms, policies and charges.

UMAMI is not responsible for:

• Third-party platform downtime
• Delivery rider delays
• Platform pricing differences
• Platform service fees
• Errors caused by third-party systems
• Third-party account, payment or refund processing issues
• Third-party privacy or data handling practices

Where an order is placed through a third-party platform, any refund, cancellation or support request may need to be handled through that platform.

16. Personal Data and Privacy

Your personal data will be handled in accordance with our Privacy Policy.

By using our services, submitting your information, joining our loyalty programme or placing an order, you acknowledge that your personal data may be collected, used and disclosed for purposes such as order fulfilment, customer support, loyalty programme management, marketing where consent has been given, service improvement and business operations.

Please refer to our Privacy Policy for more information on how we collect, use, disclose, protect and retain personal data.

17. Marketing Communications

Where you have provided consent, or where permitted by law, UMAMI may send you marketing communications by email, SMS, WhatsApp or other channels.

Marketing communications may include promotions, rewards, new menu updates, seasonal items, customer campaigns or event information.

You may unsubscribe or opt out from marketing communications at any time by following the instructions in the message or contacting us at general@umami.com.sg.

Even if you opt out of marketing communications, we may still send service-related messages such as order confirmations, account notices, reward updates, transaction information or important policy updates.

18. User Content, Reviews and Social Media

If you tag UMAMI, submit reviews, provide feedback, send photos or videos, or interact with us on social media, you agree that we may view, respond to, repost or share such content where reasonably appropriate, unless you inform us otherwise.

By submitting content to UMAMI, you confirm that:

• The content is your own or you have permission to share it.
• The content does not infringe the rights of others.
• The content is not unlawful, offensive, misleading or harmful.
• You grant UMAMI permission to use the content for customer service, marketing, social media, internal review or business improvement purposes.

We reserve the right to remove, hide, report or not use any content at our discretion.

19. Intellectual Property

All content, branding, logos, names, designs, images, text, menus, graphics, website content, social media content and other materials belonging to UMAMI are owned by or licensed to UMAMI.

You must not copy, reproduce, modify, distribute, use or exploit our intellectual property without our prior written permission.

Nothing in these Terms grants you any rights to use the UMAMI name, logo, brand identity, content or materials.

20. Website Use

You agree not to misuse our website, digital systems, ordering platforms or loyalty features.

You must not:

• Attempt to hack, disrupt or damage our website or systems.
• Upload malicious code, viruses or harmful content.
• Scrape, copy or extract website content without permission.
• Use automated tools to abuse promotions, rewards or ordering systems.
• Use our website or services for unlawful, fraudulent or harmful purposes.

We may restrict, suspend or block access where misuse is suspected.

21. Limitation of Liability

To the fullest extent permitted under Singapore law, UMAMI will not be liable for any indirect, incidental, special or consequential loss, including loss of profit, loss of opportunity, loss of goodwill or business interruption.

Where liability cannot be excluded under applicable law, our liability will be limited to the amount paid by you for the relevant order or service giving rise to the claim.

Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under Singapore law.

22. Indemnity

You agree to indemnify UMAMI, its directors, employees, representatives and service providers against claims, losses, damages, liabilities, costs or expenses arising from:

• Your breach of these Terms
• Your misuse of our services
• Your fraudulent, unlawful or negligent conduct
• Your infringement of third-party rights
• Incorrect information provided by you
• Misuse of promotions, rewards, accounts or ordering systems

23. Force Majeure

UMAMI will not be responsible for any delay, failure or inability to perform our obligations where caused by events beyond our reasonable control.

These may include:

• Fire, flood, haze, severe weather or natural events
• Power failure or equipment failure
• Supply chain disruption
• Labour shortage
• Mall or building disruption
• Government restrictions or public health measures
• Platform, payment or delivery system outages
• Acts of war, terrorism, civil unrest or other emergencies

24. Changes to These Terms

We may update these Terms from time to time to reflect changes in our business, services, legal requirements, operations or customer programmes.

The latest version will be posted on our website with the updated “Last updated” date.

Your continued use of our website, services, ordering platforms or loyalty programme after any update means you accept the updated Terms.

25. Severability

If any part of these Terms is found to be invalid, unlawful or unenforceable, the remaining parts will continue to apply.

26. Governing Law and Jurisdiction

These Terms are governed by the laws of Singapore.

Any dispute arising from or relating to these Terms, our website, our services or your purchase from UMAMI will be subject to the jurisdiction of the Singapore courts.

27. Contact Us

If you have any questions about these Terms, please contact us: