Terms of service
CONSUMER TERMS & CONDITIONS
Last updated: 5th June 2026
These Terms & Conditions ("Terms") apply to consumers ("you, "your") and govern your use of this website and your purchase of products from Má Châu’s (“we”, “us”, “our”).
By using this website or placing an order, you agree to be bound by these Terms together with our Privacy Policy, Delivery Policy and Returns & Refunds Policy.
If you do not agree, you must not use this website.
Eligibility & Age Restriction
You must be at least 18 years old to use this website or place an order.
By placing an order, you confirm that:
- You are legally capable of entering into binding contracts
- All information provided is accurate and complete
The Business
Má Châu’s is a trading name of Xuan Hoang, a sole trader based in London, England, United Kingdom. The business is registered with the Food Standards Agency under the name Pho + Family.
Full contact details are listed at the end of these Terms.
Our Products
We sell food products.
All product descriptions, images and pricing are provided in good faith. However:
- Colours or product appearance may differ from how they may appear on your screen due to your type or device and device settings
- Packaging may change
- As our products are produced in small batches, natural variations in colour, flavour or appearance may occur.
We reserve the right to:
- Modify product descriptions
- Discontinue products
- Limit quantities per order
All products are subject to availability.
We reserve the right to refuse, cancel or limit any order at our discretion, including where we believe an order may be fraudulent, unauthorised or in breach of these Terms.
Food Safety & Allergies
We aim to provide accurate ingredient and product information on our website and product packaging. Customers are responsible for reviewing ingredient information to ensure products are suitable for their dietary requirements.
Our products are produced in accordance with UK food safety regulations and our documented Food Safety Management System (FSMS).
However, while our products do not intentionally contain any of the 14 major allergens recognised under UK food law, we cannot guarantee the complete absence of allergens due to the risk of cross-contamination during ingredient sourcing or handling.
If you have severe allergies or dietary concerns, please contact us before purchasing.
Nothing in this clause excludes or limits liability where it would be unlawful to do so.
Storage, Handling & Product Use
Our products should be stored and used in accordance with any instructions provided on the packaging or product description.
We are not responsible for product deterioration or quality issues arising from improper storage or handling once the product has been delivered.
Our products are intended for normal culinary use. Customers should exercise reasonable care when consuming our chilli products, particularly if sensitive to spicy foods. We are not responsible for adverse reactions resulting from misuse or consumption beyond normal dietary use.
Orders & Contract Formation
When you place an order, you are making an offer to purchase.
A legally binding contract is formed when we accept your order. For one-time purchases, acceptance will normally occur when the goods are dispatched. For subscription purchases, acceptance occurs when the subscription order is confirmed, and subsequent recurring orders will be supplied in accordance with the subscription terms.
We reserve the right to refuse or cancel orders for reasons, including:
- Product unavailability
- Payment issues
- Suspected fraud
- Pricing errors
If we cancel your order after payment has been taken, you will receive a full refund.
Pre-Orders
Where products are offered on a pre-order basis:
- Estimated dispatch dates are indicative only.
- We reserve the right to adjust dispatch timing due to production constraints.
If we are unable to fulfil a pre-order, you will receive a full refund.
Subscriptions
Certain products may be available for purchase on a subscription basis.
When you purchase a subscription, you authorise us to charge your chosen payment method automatically at the billing frequency selected at checkout. Subscription orders renew automatically unless cancelled.
Subscription products may be offered at a reduced price compared with one-time purchases. Applicable subscription pricing, discounts and subscription benefits will be displayed at checkout.
Customers may manage subscriptions through their customer account and are able to skip deliveries, pause subscriptions, resume subscriptions or update subscription preferences, subject to the functionality available at the time.
You may cancel your subscription at any time. Cancellation will prevent future renewals. However, where a subscription payment has already been processed or an order has already entered fulfilment before cancellation is made, that order will not be affected by the cancellation.
We may change subscription prices, discounts or subscription benefits from time to time. Where a change affects an existing subscription, we will provide reasonable advance notice before the change takes effect.
If a subscription payment cannot be processed successfully, we may retry the payment, suspend the subscription or cancel the subscription.
We reserve the right to modify, suspend or discontinue subscription services where reasonably necessary, including where products become unavailable, operational circumstances change, payment remains unsuccessful or where we reasonably believe these Terms have been breached.
Further details are set out in our Subscriptions Policy.
Pricing & Promotions
All prices are listed in GBP (£).
We are not VAT registered, therefore VAT is not charged.
Delivery costs are calculated at checkout.
We reserve the right to change prices, discounts and promotional offers at any time without notice.
The price payable will always be confirmed at checkout.
Specific promotional terms may apply to certain offers.
Where promotional terms conflict with these Terms, promotional terms prevail.
We reserve the right to correct pricing errors at any time, including after an order has been submitted.
Gift Cards
We may offer digital gift cards for purchase through our website.
Gift cards may only be redeemed for purchases made through our website unless otherwise stated. Gift cards cannot be exchanged for cash.
Gift cards are delivered electronically and responsibility for the gift card code transfers once delivery to the recipient email address has occurred.
Gift cards are valid for 12 months from the date of purchase unless otherwise specified.
If the value of a purchase exceeds the balance of the gift card, the remaining amount must be paid using another accepted payment method.
If the value of a purchase is less than the value of the gift card, any remaining balance will remain available for future use until the expiry date.
Gift cards should be treated like cash. We are not responsible for lost, stolen or unauthorised use of gift card codes.
Where a purchase made using a gift card is refunded, the refund will normally be issued as store credit (or back to a gift card) unless otherwise required by law.
We reserve the right to refuse, cancel or limit any gift card order at our discretion, including where we believe an order may be fraudulent, unauthorised or in breach of these Terms.
We reserve the right to cancel gift cards where fraud or misuse is suspected.
Payment
Payment must be made in full at checkout, before dispatch.
You agree to provide accurate and current billing and contact information.
We use Shopify Payments and associated payment providers. We are not responsible for payment provider errors.
Prices posted on our online store may be different from prices offered in physical stores or in online or other stores operated by third parties.
Delivery
Delivery is governed by our Delivery Policy.
Under the Consumer Rights Act 2015, goods remain our responsibility until delivered to you.
Cancellations & Returns
Your cancellation rights are governed by the Consumer Contracts Regulations 2013 and our Returns & Refunds Policy.
Please note that sealed food items are exempt from the 14-day cancellation right once unsealed for health and hygiene reasons.
Nothing in these Terms affects your statutory rights.
Distance Sales vs Market Sales
Online purchases are subject to statutory cancellation rights.
Products purchased in person at markets or events are not subject to distance selling cancellation rights.
Promotions
Chilli Oil Launch Giveaway 2026 Competition Terms and Conditions
The following terms and conditions (“Competition Terms”) apply to the Ma Chau’s Launch Giveaway 2026 Competition (“Chilli Oil Launch Competition”) which is a free prize draw run by Ma Chau’s on Instagram and TikTok in March 2026 and which is also subject to the Ma Chau’s website terms and conditions.
Eligibility
The Chilli Oil Launch Competition is open only to UK residents who are aged 18 years or over.
We reserve the right to verify eligibility and to disqualify any entrant who does not meet these criteria.
Entry Period
The Chilli Oil Launch Competition opens on 19th March 2026 at 17:00 GMT and closes on the 26th March 2026 at 23.59 GMT (“Closing Time”). Entries received after the Closing Time will not be valid and will not be counted.
How To Enter
Participants can enter via either Instagram or TikTok, under the same rules (aside from the following entry differences).
To enter via Instagram, participants must:
- Follow @machaus.vietnamese
- Like the Competition post
- Comment on the post stating what they would use the chilli oil on and tag the Instagram account of two other people who may be interested in Ma Chau’s (not other Instagram accounts of the tagger
To enter via TikTok, participants must:
- Follow @machausvietnamese
- Like the Competition post
- Comment on the post stating what they would use the chilli oil on
Bonus Entries
For Instagram:
- Each additional comment tagging the Instagram account of two other people counts as an additional entry.
- Participants will receive five additional entries for sharing the Competition post to their Instagram Story and tagging @machaus.vietnamese so the share is visible to us.
For TikTok:
- Each additional comment counts as an additional entry.
- Participants will receive five additional entries for sharing the Competition post and tagging @machausvietnamese so that the share is visible to us.
There is no maximum number of entries, provided all entry requirements are met.
The Prize
10 winners will each receive 1 jar of Má Châu’s Chilli Oil (the “Prize”).
The Prize is non-transferable and has no cash alternative, and does not include any costs incurred or to be incurred by the winner to claim or utilise their Prize, as each winner is solely responsible for such costs.
Winner Selection and Notification
Winners will be selected at random from all valid entries.
The draw will take place within 7 days of the Closing Time.
Winners will be contacted via direct message on the platform through which they entered.
If a winner does not respond within 2 working days, we reserve the right to select an alternative winner.
Delivery
Prizes will be delivered to UK addresses only in accordance with our Delivery Policy, available on our website.
No Purchase Necessary
Entry is free and no purchase is required. A purchase will not increase the chances of winning.
Data Protection
We will use personal data solely for administering this Competition and delivering prizes.
All personal data will be handled in accordance with our Privacy Policy.
Platform Disclaimer
This Competition is not sponsored, endorsed, administered by, or associated with Instagram or TikTok.
By entering, participants acknowledge that they are providing information to us, not to Instagram or TikTok.
General
We reserve the right to:
- Cancel, suspend, or amend the Competition where necessary
- Disqualify entries that breach these Competition Terms
Our decision regarding any aspect of the Competition is final.
We accept no responsibility for entries not successfully completed due to a technical fault (including a technical malfunction, computer hardware or software failure, satellite, network or server failure) of any kind.
Entries must not be defamatory, pejorative, violent, abusive, sexual, illegal or promote illegal activity, false, harassing, obscene, contain profanities, promote bigotry, racism, hatred or harm, and must comply with rules on the platform on which they are posted.
Insofar as is permitted by law, we, our agents and/or distributors will not in any circumstance be responsible or liable to compensate any winner of the Chilli Oil Launch Competition or accept any liability for any loss or damage occurring as a result of receiving the Prize except where it is caused by our or our agents’ or distributors’ negligence, as applicable. Your statutory rights are not affected.
The promoter of the Chilli Oil Launch Competition is Xuan Hoang trading as Ma Chau’s, Pendlestone Road, London, E17 9BH, United Kingdom. Any complaints in relation to the conduct of this Chilli Oil Launch Competition by the promoter should be lodged with the promoter at this address or using the Ma Chau’s website contact page.
Intellectual Property
All content on this website — including text, images, branding, logos, product names and design — is the property of Xuan Hoang trading as Má Châu’s, unless otherwise stated.
Without prior written consent of Xuan Hoang, you may not:
- Copy
- Reproduce
- Modify
- Distribute
- Use for commercial purposes.
Acceptable Use
You agree not to:
- Use the website for unlawful purposes
- Attempt to interfere with security
- Introduce malicious software
- Scrape, harvest or misuse content
We may suspend or restrict access if these Terms are breached.
We do not guarantee that this website, or any content on it, will always be available or uninterrupted.
Third-Party Services & Links
We may use third-party applications and services.
We are not responsible for the content, availability or practices of third-party websites or tools.
Má Châu's is powered and hosted by Shopify, which enables us to provide the Services to you. All purchases are made directly with Má Châu’s, not Shopify. Shopify is not responsible for product quality, safety, or fulfilment.
Export Restriction
Our products are intended for sale and delivery within the United Kingdom only. We do not accept orders for delivery outside the UK.
Limitation of Liability
Nothing in these Terms excludes or limits liability for:
- Death or personal injury caused by negligence
- Fraud or fraudulent misrepresentation
- Any matter where liability cannot legally be excluded
Subject to the foregoing:
- Our total liability for any claim arising from your purchase shall not exceed the total price paid for the product(s) giving rise to the claim.
- We shall not be liable for indirect or consequential losses, including loss of profit or business interruption.
This clause does not affect your statutory rights as a consumer.
Indemnity (Business Customers Only)
If you purchase for business or resale purposes, you agree to indemnify us against any claims arising from your resale, storage, or handling of our products.
This clause does not apply to consumers.
Force Majeure
We are not liable for failure or delay caused by events beyond our reasonable control, including supply disruption, courier failure, or regulatory action.
Assignment
We may assign or transfer our rights and obligations under these Terms.
You may not assign your rights (including in connection with any statutory merger) without our written consent.
Privacy
Your personal data is handled in accordance with our Privacy Policy.
By using this website, you consent to such processing.
Entire Agreement
These Terms constitute the entire agreement between you and us in relation to your purchase.
Severability
If any provision is found unenforceable, the remainder shall remain in effect.
Governing Law
These Terms are governed by the laws of England and Wales and the courts of England and Wales shall have exclusive jurisdiction. However, if you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of your home jurisdiction.
Changes to These Terms
We may update these Terms from time to time.
The version published on the website at the time of your purchase will apply to your order.
Contact Information
Xuan Hoang (trading as Má Châu’s)
46 Pendlestone Road
Walthamstow
London
E17 9BH
Email: hello@machausvietnamese.com