Last Updated: 1 May 2026
These Terms & Conditions govern your use of the Cacao Route website and all purchases, orders, trade accounts, and services provided by London Fox Ltd. By using our website or placing an order, you agree to these terms in full.
About Us & Definitions
These Terms & Conditions ("Terms") are provided by London Fox Ltd, a company registered in England and Wales, trading as Cacao Route Chocolates. Our registered trading address is 30 High Street, Walton-on-Thames, Surrey, KT12 1BZ. Our email address is info@cacaoroute.co.uk.
In these Terms, the following definitions apply:
"We", "Us", "Our"
London Fox Ltd, trading as Cacao Route Chocolates, including all staff, directors, and agents acting on our behalf.
"You", "Your"
Any individual or business accessing our website, purchasing products in-store or remotely, or holding a trade account with us.
"Website"
The Cacao Route website and all associated pages, forms, and digital content operated by London Fox Ltd.
"Products"
All handcrafted chocolates, gift boxes, seasonal collections, drinks, food items, and other goods sold by Cacao Route in-store or remotely.
"Trade Account"
A registered wholesale or B2B account held by a business customer, granting access to trade pricing, invoicing, and dedicated supply arrangements.
"Order"
Any request by you to purchase Products from us, whether placed in-store, by email, by phone, or via our website contact forms.
"Consumer"
An individual purchasing Products for personal, non-commercial use, to whom statutory consumer rights under UK law apply.
"Business Customer"
A person or entity purchasing Products for commercial, trade, or business purposes, including trade account holders, corporate gifting clients, and wholesale buyers.
Acceptance of Terms
By accessing or using our website, entering our premises, placing an order, submitting an enquiry, or applying for a trade account, you confirm that you have read, understood, and agree to be bound by these Terms in full, together with our Privacy Policy and Cookie Policy.
If you do not agree to these Terms, you must not use our website or services. We reserve the right to refuse service to any person or business at our absolute discretion.
These Terms apply to all transactions between you and London Fox Ltd, whether made in-store, by phone, by email, or via our website. Where any conflict exists between these Terms and any separate written agreement signed between us, the separate written agreement shall take precedence.
Consumer Rights: Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection legislation. Where these Terms grant you fewer rights than those required by law, the statutory provisions shall apply.
Use of Our Website
Permitted Use
You may access and use our website for lawful purposes only. Permitted uses include browsing our products and services, submitting genuine enquiries, completing contact and trade account forms, and accessing publicly available information about Cacao Route.
Prohibited Conduct
You must not use our website in any way that is unlawful, harmful, fraudulent, or disruptive. Specifically, you must not:
- Submit false, misleading, or fraudulent information through any form on our website
- Attempt to gain unauthorised access to any part of our website or systems
- Transmit viruses, malware, or any other harmful or disruptive code
- Scrape, harvest, or systematically extract data from our website without our written consent
- Impersonate any person or entity, or misrepresent your affiliation with any person or entity
- Use our website in any way that infringes the intellectual property rights of London Fox Ltd or any third party
- Use automated tools to access or interact with our website beyond normal browsing
Website Availability
We aim to keep our website available at all times but do not guarantee uninterrupted access. We may suspend, restrict, or withdraw access to all or part of our website at any time without notice for maintenance, security, or business reasons. We accept no liability for any losses arising from unavailability of the website.
Accuracy of Information
We take reasonable care to ensure that information on our website is accurate and up to date. However, we do not warrant that all content is free from error. Product descriptions, images, and availability are subject to change. If you have any questions about the accuracy of information, please contact us before placing an order.
In-Store Purchases
When you purchase products at our café and shop at 30 High Street, Walton-on-Thames, the following terms apply.
Formation of Contract
A contract is formed when you pay for your chosen products at the point of sale. Prices displayed in-store are inclusive of any applicable VAT. We reserve the right to refuse a sale at our discretion.
Product Availability
All products are subject to availability. As our chocolates and food items are handcrafted fresh daily, certain products may sell out. We are unable to guarantee the availability of specific items on any given day. We recommend contacting us in advance for large or specific orders.
Café Conduct
Customers visiting our café are expected to conduct themselves respectfully toward our staff and other visitors. We reserve the right to ask any person to leave our premises who is behaving in a manner we consider disruptive, threatening, or inappropriate. We operate a zero-tolerance policy toward abusive behaviour directed at our team.
In-Store Returns
Please see Section 9 (Returns & Refunds) for our full returns policy, including provisions for faulty or mislabelled products purchased in-store.
Online & Remote Orders
We accept orders placed by email, telephone, or through enquiry forms on our website. The following terms apply to all orders placed remotely.
Order Process
Submitting an enquiry or order form on our website does not constitute a binding order until we have confirmed it in writing by email. A contract is formed only when we send you a written order confirmation specifying the products, quantities, and agreed price.
Order Acceptance & Refusal
We reserve the right to decline any order at our discretion, including where products are unavailable, where we suspect fraudulent activity, or where we are unable to fulfil the order to our quality standards. Where we decline an order for which payment has been received, we will issue a full refund within 5 business days.
Consumer Cancellation Rights
Where you are a Consumer purchasing products remotely, you have the right to cancel your order within 14 days of receiving the goods under the Consumer Contracts Regulations 2013, without giving any reason, provided the products are non-perishable and in their original condition. This right does not apply to:
- Perishable goods, including fresh handcrafted chocolates and food items that may deteriorate within 14 days
- Products that have been personalised, customised, or specially made to your specification
- Sealed goods that have been opened after delivery where unsealing makes return inappropriate for hygiene reasons
To exercise your cancellation right, please contact us at info@cacaoroute.co.uk before the 14-day period expires. We will arrange collection or instruct you on how to return the goods. Return postage costs are your responsibility unless the goods are faulty.
Lead Times
Standard orders are fulfilled within 3–5 business days from confirmed order. Custom, personalised, or large volume orders may require 7–14 days. Seasonal orders (Easter, Christmas) may require longer lead times — we will confirm the expected fulfilment date at the time of order confirmation.
Wholesale & Trade Accounts
The following additional terms apply to all wholesale orders and registered trade account holders.
Trade Account Application
Trade accounts are available to registered UK businesses operating in legitimate commercial sectors. Applications are reviewed at our sole discretion. We may request evidence of business registration, a website, or other verification documents before approving an account. Approval is not guaranteed.
Trade Account Terms
- Trade pricing is confidential and must not be disclosed to third parties or consumers
- Minimum order values apply per account tier as communicated at the time of account approval
- Trade account holders may not resell our products at prices below our recommended retail price (RRP) without prior written consent
- We reserve the right to amend trade pricing with 30 days' written notice
- We reserve the right to suspend or terminate a trade account where terms are breached or payment obligations are not met
Invoice Terms
Invoice payment terms vary by account tier. Starter accounts pay upfront or on order confirmation. Preferred Partner accounts have 30-day net payment terms. Strategic Partner accounts have 60-day net payment terms, subject to credit approval. Late payment may attract interest at 8% per annum above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998.
Business Customer Exclusions
The Consumer Contracts Regulations 2013 cancellation rights described in Section 5 do not apply to Business Customers. Returns, refunds, and cancellations for business orders are governed solely by these Terms and any separate written agreement in place.
Private Label Orders: Custom branding and private label production runs are non-refundable once production has commenced. Design proofs must be approved in writing before production begins. London Fox Ltd accepts no responsibility for errors in artwork submitted by the client.
Pricing & Payment
Pricing
All prices are quoted in pounds sterling (£). Consumer-facing prices displayed in-store and on our website are inclusive of VAT where applicable. Wholesale and trade prices are quoted exclusive of VAT unless otherwise stated. We reserve the right to change our prices at any time. Any price increase will be communicated before it takes effect on an existing order.
Payment Methods
- In-store: Cash, debit card, credit card, and contactless payment
- Remote orders: Bank transfer (BACS), Stripe (debit and credit card), and invoice (trade accounts only)
Payment Security
All card payments processed online are handled by Stripe Inc., a PCI DSS Level 1 compliant payment processor. We do not store, access, or retain your full card details. Stripe's privacy policy and terms of service govern their handling of your payment data.
Failed or Disputed Payments
Where payment fails or is subsequently disputed, we reserve the right to place your order on hold and request re-payment. For trade accounts, repeated failure to meet payment obligations may result in suspension or termination of your account and referral to a debt recovery service. We reserve the right to claim any reasonable costs incurred in recovering unpaid amounts.
Fraud Prevention
We take fraud prevention seriously. We may carry out verification checks on orders that appear unusual or high-risk. Where we reasonably suspect fraud, we reserve the right to cancel the order, refund any payment received, and report the matter to the relevant authorities.
Delivery
Delivery Coverage
We deliver to all UK mainland addresses. We are currently unable to offer delivery to Northern Ireland, the Channel Islands, the Isle of Man, or international destinations. Collection from our Walton-on-Thames shop is available for all orders.
Delivery Charges
Free delivery is available on orders over £250. Delivery charges for smaller orders are calculated based on weight, dimensions, and delivery location, and will be confirmed in writing at the time of order confirmation. We do not add undisclosed delivery charges.
Delivery Timeframes
We aim to dispatch orders within the lead times confirmed at the point of order. Delivery timeframes thereafter depend on the courier service used. While we aim to meet estimated delivery dates, these are not guaranteed. We accept no liability for delays caused by courier services, adverse weather, or circumstances beyond our control.
Risk & Title
Risk in the products passes to you upon delivery or collection. Title (legal ownership) passes to you upon receipt of full payment. Until title passes, the products remain the property of London Fox Ltd.
Failed Deliveries
Where a delivery fails because no one is available to receive it, the courier will leave a notification and attempt redelivery or hold the parcel at a local depot. If the parcel is not collected within the specified period, it may be returned to us. We reserve the right to charge a re-delivery fee for parcels returned due to failed or missed deliveries.
Damaged or Lost in Transit
If your order arrives damaged, please photograph the packaging and products immediately and notify us within 48 hours of receipt at info@cacaoroute.co.uk. We will arrange a replacement or refund at our discretion. Claims for lost parcels must be raised within 10 business days of the expected delivery date.
Returns & Refunds
Faulty or Mislabelled Products
If you receive a product that is faulty, damaged on receipt, or incorrectly labelled (including allergen labelling), please contact us at info@cacaoroute.co.uk within 48 hours of receipt with a description and photograph of the issue. We will offer a replacement, store credit, or full refund at our discretion, depending on the nature of the issue.
Perishable Goods
As our products are perishable handcrafted food items, we are unable to accept returns for products that have been consumed, partially consumed, or that have deteriorated due to improper storage. Products should be stored as directed on the label and consumed within the recommended timeframe.
Non-Perishable & Gift Products
Non-perishable items returned in their original, unopened condition within 14 days of receipt (for Consumers exercising cancellation rights under Section 5) will be refunded in full, excluding return postage costs unless the return is due to our error or a product fault.
Custom & Personalised Orders
Products that have been personalised, custom branded, or made to your specification are non-refundable and non-returnable unless faulty. This applies to all corporate gifting, private label, and bespoke wedding favour orders.
Refund Processing
Approved refunds will be processed within 5–10 business days. Refunds will be issued to the original payment method used. We reserve the right to make a deduction from a refund where goods have been returned in a condition that has diminished their value.
Allergen Incidents: If you or someone else has had an allergic reaction to one of our products, please seek medical attention immediately. Contact us as soon as possible thereafter so we can investigate. Please see Section 10 for our full allergen policy.
Allergens & Dietary Information
Our Products Contain Allergens
Our products are handcrafted in a kitchen that handles the following allergens on a regular basis:
- Milk and dairy products
- Tree nuts (including hazelnuts, pistachios, almonds)
- Peanuts
- Gluten (wheat)
- Eggs
- Soya
- Sesame
- Sulphur dioxide / sulphites (in some dried fruit inclusions)
Cross-contamination risk: While we take reasonable precautions, we cannot guarantee that any of our products are free from traces of the above allergens due to the shared production environment. Individuals with severe allergies should contact us before purchasing and exercise caution.
Vegan & Dairy-Free Products
Products labelled as vegan or dairy-free are made without dairy ingredients but are produced in a kitchen that handles dairy. They are not suitable for individuals with a severe dairy allergy. They are suitable for those following a vegan or plant-based diet who do not have a clinical dairy allergy.
Allergen Enquiries
If you have any allergen concerns or specific dietary requirements, please contact us at info@cacaoroute.co.uk before placing an order. We will do our best to advise on the suitability of specific products for your needs.
Raffles & Competitions
Easter Raffle & Seasonal Promotions
We run an annual Easter chocolate raffle and may operate other promotional competitions from time to time. By entering any raffle or competition run by London Fox Ltd, you agree to the following terms.
- Entry is free and open to UK residents aged 18 and over unless otherwise stated
- Only one entry per person unless multiple entry methods are explicitly permitted
- The winner will be selected at random from all valid entries and notified via the contact details provided at entry
- Prizes are non-transferable and no cash alternative will be offered
- We reserve the right to verify the eligibility of any entrant and to disqualify any entry that does not comply with these terms
- Winners must respond to prize notification within 14 days or a new winner may be selected
- Entry data will be processed in accordance with our Privacy Policy
Promoter: London Fox Ltd, 30 High Street, Walton-on-Thames, Surrey, KT12 1BZ. Competitions are not affiliated with, sponsored by, or endorsed by Instagram, Facebook, or any other social media platform.
Intellectual Property
All content on the Cacao Route website — including but not limited to text, photographs, graphics, logos, icons, product descriptions, branding, and the overall design and layout — is the intellectual property of London Fox Ltd or its licensors and is protected by UK and international copyright law.
You may not reproduce, distribute, modify, transmit, publish, or otherwise exploit any content from our website without our prior written consent, except for personal, non-commercial use such as printing a page for your own reference.
The Cacao Route name, logo, and associated marks are trading names and brand assets of London Fox Ltd. You must not use them in any way that could cause confusion, damage our reputation, or imply an endorsement or affiliation that does not exist.
Trade partners: If you are an approved trade partner wishing to use our branding or imagery for marketing purposes, please contact us at info@cacaoroute.co.uk to request written permission and brand guidelines.
Limitation of Liability
To the fullest extent permitted by applicable law, London Fox Ltd shall not be liable for any indirect, incidental, special, consequential, or punitive loss arising from your use of our website, products, or services — including but not limited to loss of profits, loss of data, loss of goodwill, or business interruption.
Our total liability to you in connection with any claim arising from these Terms or your use of our products or services shall not exceed the total amount paid by you for the relevant order giving rise to the claim.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, any breach of the terms implied by section 12 of the Sale of Goods Act 1979, or any other liability that cannot be excluded or limited under applicable UK law.
Consumer Rights
Where you are a Consumer, these limitations do not affect your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
Indemnity
You agree to indemnify, defend, and hold harmless London Fox Ltd, its directors, employees, agents, and suppliers from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising from your breach of these Terms, your use of our website or services in violation of applicable law, or any misrepresentation made by you in connection with your trade account application or order.
This indemnity obligation survives the termination of any contract between you and London Fox Ltd.
Third-Party Links
Our website may contain links to third-party websites — including social media platforms, payment processors, and other external services. These links are provided for convenience only. London Fox Ltd has no control over the content, privacy practices, or availability of third-party sites and accepts no responsibility for them.
Clicking a third-party link means you leave our website and are subject to that site's own terms and privacy policy. We recommend reviewing those policies before providing any personal information.
Governing Law
These Terms and any disputes or claims arising in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales.
Any dispute arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where you are a Consumer who resides in Scotland or Northern Ireland, in which case the courts of your country of residence shall have jurisdiction.
We encourage you to contact us in the first instance to resolve any dispute informally. We will always do our best to resolve issues quickly and fairly.
Changes to Terms
We reserve the right to update or amend these Terms at any time. When we make material changes, we will update the "Last Updated" date at the top of this page. Where changes are significant, we will make reasonable efforts to notify trade account holders directly by email.
Your continued use of our website or services following any changes to these Terms constitutes your acceptance of the updated Terms. If you do not agree to the updated Terms, you should stop using our website and services and notify us if you wish to close a trade account.
Contact Us
If you have any questions about these Terms & Conditions, or wish to raise a complaint or dispute, please contact us using the details below. We aim to respond to all enquiries within 2 business days.
London Fox Ltd (trading as Cacao Route Chocolates)
30 High Street, Walton-on-Thames, Surrey, KT12 1BZ
Email: info@cacaoroute.co.uk
Registered in: England and Wales
If you are a Consumer and are not satisfied with our response to a complaint, you may also be able to access alternative dispute resolution (ADR) through a certified ADR provider or refer the matter to the Citizens Advice consumer helpline on 0808 223 1133.