Viv's 100% Satisfaction Guarantee
We want every customer to leave happy. That's why we offer a 100% guarantee covering food, quality and speed of service.
What’s Covered
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Quality – If your food or drink is not satisfactory, it will not be charged.
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Speed – If your food and drink are not served within 30 minutes of ordering, your order will not be charged.
Key Conditions
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The Guarantee is automatic – customers do not need to ask.
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The Guarantee applies to all customers, including those using offers or vouchers.
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The Guarantee does not apply if staff have given a clear warning before the order was placed.
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Example: “Hot food is currently taking 40–45 minutes.”
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Example: “This dish may be slower today as we are trialling a new recipe.”
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The Guarantee applies only to the order covered by the issue (not the whole table, unless the delay/quality affects the whole order).
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The Guarantee cannot be exchanged for cash, credit, or discounts on future visits.
Our Promise
The Guarantee is here to make sure you always enjoy great food and service at Viv’s. We reserve the right to amend or withdraw the Guarantee at any time.