matthew's kitchen policy

1. Bookings

We recommend booking in advance to avoid disappointment. Reservations can be made:

• Online via our website

• By telephone

• By email

• Through our booking system, SV Tables

All bookings are subject to availability.

2. Booking Confirmation

Once a booking is made, you will receive a confirmation by email or message where applicable. Please check your booking details carefully and contact us as soon as possible if any changes are required.

3. Arrival Time & Late Arrivals

Please arrive on time for your reservation.

• Tables may be held for up to 15 minutes after the booking time.

• If you expect to be late, please notify us as soon as possible.

• Late arrival without notice may result in the table being released.

4. Cancellations & Amendments

If you need to cancel or amend your booking, we kindly ask that you notify us as early as possible via phone or email.

Cancellation timeframes and conditions may vary depending on the booking type, group size, or event.

5. No-Shows

Failure to attend a booking without prior notice may be recorded as a no-show.
Repeated no-shows may result in restrictions on future bookings.

6. Deposits (Special Occasions, Events & Group Bookings)

For special occasions and public events, including but not limited to Mother’s Day, Father’s Day, Valentine’s Day, Christmas Day, and for larger group bookings, a deposit is required for all group sizes.

• Deposits are taken at the time of online booking

• Guests will be clearly informed of the deposit requirement and amount during the booking process

• Deposits are processed securely via Stripe

Cancellation & Refunds

• If a booking is cancelled outside the specified cancellation timeframe, the deposit will be non-refundable

• If the full group attends the reservation as booked, the deposit will be refunded to the original payment card

• Refunds typically take 5–10 working days to appear, depending on your bank

Deposits also apply to large group bookings, whether or not the booking falls on a special occasion.

7. Group Bookings

For larger groups, additional conditions may apply, including deposits, pre-orders, or set menus. These will be communicated at the time of booking.

8. Special Requests

We will do our best to accommodate special requests, including seating preferences or dietary requirements. However, these cannot be guaranteed and are subject to availability.

9. Right to Amend

Matthew’s Kitchen reserves the right to amend or update this Booking & Cancellation Policy at any time.

Contact

For booking enquiries, cancellations, or amendments, please contact us:

Email: contact@matthews.london
Telephone: 020 3609 2226

1. Important Notice

Matthew’s Kitchen is a seafood restaurant and our kitchen is heavily focused on seafood and shellfish. Due to the nature of our kitchen, we cannot guarantee the complete absence of allergens in any of our dishes.

Guests with allergies or dietary requirements must inform us at the time of booking and again upon arrival.

2. Seafood & Shellfish Allergies

Our kitchen handles seafood and shellfish extensively, including on shared grills, pans, and preparation areas.

• We will make every reasonable effort to accommodate guests with seafood or shellfish allergies

• However, cross-contamination is highly likely due to shared cooking equipment and surfaces

• Some dishes may be cooked on the grill, while others may require pans, which can affect preparation and availability

For guests with severe seafood or shellfish allergies, we advise carefully considering whether dining with us is suitable.

3. Molluscs

As molluscs are commonly present in our kitchen, the same considerations apply:

• We may be able to cater for mollusc allergies

• However, we cannot guarantee allergen-free conditions due to shared equipment and preparation areas

4. Gluten

We are able to cater for gluten-free dietary requirements and offer several dishes that are suitable.

• Please inform us in advance so we can guide you through suitable options

• While care is taken, cross-contamination may still occur in a busy kitchen environment

5. Dairy

We can cater for dairy-free requirements in some cases.

• Some dishes contain significant amounts of dairy and cannot be modified without compromising the integrity of the dish

• Where possible, dairy may be replaced with olive oil

• Availability of substitutions will be confirmed by our team

6. Nuts

We can cater for nut allergies; however, nuts may be present in our kitchen.

• Please inform us clearly of any nut allergies when booking and on arrival

• Cross-contamination cannot be fully ruled out

7. Vegan & Special Diets

Our menu is based on fresh, in-house ingredients, and vegan options may be limited.

• Guests requiring vegan meals must contact us in advance by email

• We may not always have suitable ingredients available without prior notice

• Availability will be confirmed on a case-by-case basis

8. Other Allergies & Dietary Requirements

For all other allergies or dietary needs:

• Please inform us before your visit

• We will do our best to advise on suitable dishes

• We cannot guarantee the complete absence of allergens due to the risk of cross-contamination

9. Guest Responsibility

While our team is trained to handle allergen information with care, it is the guest’s responsibility to:

• Inform us of any allergies or dietary requirements

• Ask questions about ingredients and preparation

• Assess whether dining with us is suitable for their individual needs

10. Contact Us

To discuss allergies or dietary requirements in advance, please contact us:

Email: contact@matthews.london
Telephone: 020 3609 2226

1. Service Charge

A discretionary service charge may be added to your bill. The applicable percentage, if applied, will be clearly stated on your bill.

2. Distribution of Service Charge

All service charges are shared among our restaurant team. This helps recognise the service provided by our front-of-house and kitchen staff.

3. Discretionary Nature

The service charge is entirely discretionary.

• If you wish to have the service charge removed or adjusted, please speak to a member of our team or the manager on duty

4. Transparency

We aim to be fully transparent about service charges and are happy to answer any questions you may have during your visit.

5. Right to Amend

Matthew’s Kitchen reserves the right to amend this Service Charge Policy at any time.

1. Respectful Behaviour

Matthew’s Kitchen is committed to providing a welcoming and respectful environment for all guests and staff.

We expect all customers to behave in a courteous and respectful manner towards our team and other guests at all times.

2. Zero Tolerance Policy

We operate a zero-tolerance policy towards:

• Abusive, aggressive, or threatening behaviour

• Harassment, discrimination, or offensive language

• Intimidation of staff or other guests

Any such behaviour may result in immediate refusal of service and, where necessary, the guest being asked to leave the premises.

3. Alcohol Consumption

We ask guests to drink responsibly.

• Service of alcohol may be refused to anyone who appears intoxicated

• Continued disruptive behaviour related to alcohol consumption may result in refusal of further service

• We reserve the right to remove alcohol from the table if necessary

4. Right to Refuse Service

Matthew’s Kitchen reserves the right to refuse service or entry to any guest whose behaviour:

• Is disruptive or inappropriate

• Poses a risk to staff, guests, or property

• Breaches this policy

This decision is at the discretion of management and is made to ensure the safety and comfort of everyone.

5. Damage to Property

Guests may be held responsible for any damage caused to restaurant property due to negligent or deliberate behaviour.

6. Management Discretion

Management’s decision regarding behaviour, refusal of service, or removal from the premises is final.

7. Policy Updates

Matthew’s Kitchen reserves the right to amend this policy at any time.