Website Use and Ordering Terms

1. Scope and Products Offered Through Different Channels

These Terms apply to the following websites and services (collectively, the “Website and Ordering Services”):

1. All pages and functions on the weiho.com.tw domain and all of its subdomains: including, without limitation, brand information, menus, locations, promotions, group dining, private hire, partnership enquiries and other pages.
2. The THIRD HEARTH group-ordering website at https://group-ordering.weiho.com.tw/: including all pages, product selections, pickup hubs, orders, payments and related functions.
3. Takeaway, delivery and other food-ordering services used by the Company: including orders accepted through third-party ordering or delivery platforms, applications, embedded ordering pages and the Company’s official messaging accounts, regardless of whether the service is hosted on the weiho.com.tw domain or accessed through the official website.

Provisions in these Terms concerning in-store purchases, orders placed by telephone or messaging service, and the delivery or handover of food also apply to corresponding transactions and services provided through those methods. Each transaction remains governed by the information disclosed and the terms lawfully agreed before the transaction is formed. Merely browsing the Website does not by itself constitute agreement to an order or another paid service.

Accounts, systems, payment processing, delivery and other services supplied by a third-party platform are also governed by that platform’s valid terms. These Terms govern the transaction and service relationship between the Company and the customer; they do not impose obligations on a third party that is not a party to these Terms. The existence of separate third-party terms does not automatically release the Company from responsibilities it has under law or contract. The terms applicable to an individual transaction are determined by the parties’ lawful agreement and applicable law.

Different sales channels may offer different meal combinations, sides, sauces, portions, packaging, prices and promotions. Products with the same name do not necessarily contain the same items in every channel. Please make your selection based on the product description for the channel you are using and the order details shown before submission. For example, sauces may be sold separately on some channels and may not be included with the meal.

Product descriptions, advertising and the transaction details confirmed by both parties form part of the transaction to the extent provided by law. These Terms do not exclude any rights consumers have under applicable law.

2. Craft Fire and Freedom Fire

Craft Fire is a store-composed meal. Unless a product page for the relevant channel expressly states otherwise, or the parties agree otherwise, the customer selects the main protein and THIRD HEARTH arranges the remaining base, hot and cold sides, sauce, spark and finish according to the ingredients available that day, preparation requirements and the intended meal composition. Craft Fire does not include a fixed combination of sides and is not guaranteed to match every item shown in a product image.

The selection of sides may change according to season, procurement and daily availability. The size, cut, shape and number of pieces of an individual ingredient may vary. A side that is not stated to be a fixed component may be served on one occasion and not on another. Any expressly stated main item, number of sides, weight or other specification must still be supplied in accordance with the terms agreed when the transaction was formed.

Freedom Fire and other customisable meals are prepared according to the selections made and confirmed by the customer. If a selected item is unavailable, the Company will contact the customer to confirm a substitute or refund arrangement and will not unilaterally change a confirmed selection.

3. Illustrative Images and Actual Food

You acknowledge that illustrative images on the Website are used for marketing presentation and that the actual food supplied may differ.

Food images are intended to show ingredient combinations, meal style and plating. They do not promise a fixed selection of Craft Fire sides, a fixed number of pieces of any ingredient or a particular arrangement. Photography may use additional pieces of an ingredient for presentation. For example, an image showing two pieces of tamagoyaki does not mean that every meal includes two pieces, or that tamagoyaki is supplied every time. Its availability and portioning depend on the meal specifications disclosed before that purchase and the sides available on the day.

Tableware, sets, decorative props and separately sold products shown in an image but not listed as part of the product are not included in the meal price. Lighting, display settings and in-store preparation may also cause the colour, shape and presentation of the actual food to differ from the image.

The statements above do not override any main item, number of sides, portion or other specification expressly stated on a product page or in other advertising. They are not grounds for materially reducing the agreed meal contents, supplying food that fails to meet the agreed quality or avoiding responsibility for truthful advertising.

4. Changes to Prices, Portions and Availability

THIRD HEARTH may change the prices, portions, contents and availability of products offered in future transactions in response to ingredient costs, seasonal supply or operational requirements. Any change will be disclosed through the relevant channel before the affected transaction is formed.

For in-store purchases, the price and specifications clearly displayed and confirmed before the transaction is formed apply. For online, telephone or messaging-service orders, the information displayed and confirmed through that channel before the transaction is formed applies. Customers may ask for clarification before ordering if they have questions about information displayed in store or on an ordering page.

A confirmed order will not be subject to an additional charge or a reduction in the agreed contents merely because prices, in-store availability or Website information change afterwards. If the Company cannot provide an item as agreed, it will contact the customer to agree on a substitute or other change, or refund the amount relating to the part that cannot be supplied, and will address any other responsibility in accordance with law.

5. Enquiries, Orders and Confirmation

Forms for group dining, private hire, corporate partnerships, franchises and other partnerships are enquiry forms. Submitting a form does not complete a booking, reserve a venue or create a partnership agreement.

Before placing an order, please check the food items, quantities, prices, included items, add-ons, payment method, collection date, time and location, and contact details. Delivery charges and any other required fees must be disclosed before the transaction is formed.

The parties may confirm transaction details through an ordering page, email, LINE or another electronic record. Whether and when an order is formed depends on the ordering process and the parties’ actual expressions of intent. A notice that merely acknowledges receipt of information and clearly states that confirmation is still pending does not constitute acceptance. Conversely, where an order has been expressly accepted or acceptance is shown by other conduct, its legal effect is not determined solely by the label used for the notice.

Customers must provide accurate ordering information. If you discover an error or need to make a change, please contact THIRD HEARTH as soon as possible. Changes after an order has been formed require confirmation by both parties.

6. Made-to-Order Food, the Seven-Day Cancellation Right and Order Cancellation

Made-to-order OKAO Bowls, made-to-order boxed meals and other made-to-order foods that are liable to deteriorate rapidly or have a short shelf life are not eligible for a seven-day change-of-mind return. When these foods are purchased through an online or other distance transaction, the seven-day right to rescind under Article 19, paragraph 1 of Taiwan’s Consumer Protection Act does not apply pursuant to Article 2, paragraph 1, subparagraph 1 of the Regulations on Reasonable Matters as Exceptions to Rescind Distance Sales. The Company provides this notice on the product page and during checkout before the customer orders.

An ordinary purchase made directly at a physical store is, in principle, not subject to the seven-day change-of-mind right under Article 19 of the Consumer Protection Act. These statements do not affect a customer’s legal rights where food is defective, incorrect, short in quantity or not provided as agreed. They also do not extend to other products or services that do not lawfully fall within an exception to the right of rescission.

To cancel or change an order, please contact THIRD HEARTH as soon as possible through the original ordering channel, by telephone or through LINE. The Company will determine whether a change can be made and how any refund will be handled by reference to the preparation, cooking, delivery and performance status at that time. Any deduction of costs or claim for loss must have a lawful basis. These Terms do not impose a blanket forfeiture of the full purchase price or permit the same loss to be charged twice.

Where a separate cancellation policy was provided and lawfully agreed before the transaction was formed, that policy applies. Any right of cancellation or refund that cannot lawfully be excluded remains governed by applicable law.

7. Collection, Delivery and Uncollected Orders

Customers must collect food at the agreed time and place and provide contact details through which they can be reached. Pickup-hub group orders are supplied according to the selected meal period, date and pickup hub. The delivery area, delivery charge and method of handover are governed by the information provided through the relevant channel before the order is placed.

Standard store delivery is limited to addresses within 4 km of the store, measured by Google Maps driving distance. Delivery is free on orders of NT$450 or more; a NT$100 delivery fee applies to orders under NT$450. Orders beyond 4 km will be cancelled and refunded, so customers should check the distance before ordering. For addresses within 1 km of the store and orders of NT$150 or more, customers may message the official LINE account to arrange free delivery by a member of our team. Uber Eats, group-order delivery and pickup-hub group orders are governed by the delivery terms disclosed through the relevant channel or separately confirmed with the customer.

Pickup hubs have a minimum bowl count based on driving distance from the store. Hubs within 3 km dispatch with one OKAO Bowl; hubs over 3 km and up to 5 km require at least three OKAO Bowls for the same hub and meal; hubs over 5 km and up to 8 km require at least five. Only OKAO Bowls in orders paid before the ordering cutoff count. Distance is measured as the Google Maps driving distance from the pickup hub to the store. If the threshold is not met, that meal will not be delivered to the hub. THIRD HEARTH will notify customers via LINE by 20:30 on the evening before lunch service or by 13:30 on the day of dinner service. Customers with paid orders may choose a full refund or store collection. LINE Pay refunds go back to the original payment account; bank-transfer refunds are made within three working days after the customer supplies a refund account. Refunded orders do not qualify for sharing or host rewards.

Where additional delivery, storage or remaking costs arise because a customer provided an incorrect address, failed to collect at the agreed time or could not be contacted, those costs will be addressed according to responsibility, the parties’ lawful agreement and the necessary and reasonable expenses actually incurred. Failure to collect does not automatically cancel an order or entitle the customer to a full refund, nor does it automatically authorise the Company to retain the full amount paid.

Made-to-order food cannot be kept indefinitely. If continued storage would no longer meet food-safety requirements, the Company may stop delivery or handover and dispose of the food as reasonably necessary. Responsibility for the price and related matters will be determined by the cause of the failure to collect and the extent to which the order has been performed.

If a natural disaster, interruption to transport or another event affects meal service, the Company will notify affected customers as soon as reasonably possible and discuss revised collection, postponement or a refund for the part not supplied. Responsibility for any related loss depends on the cause of the event and applicable law and is not excluded on a blanket basis.

8. Storage, Consumption and Reheating

This section applies to made-to-order food supplied for prompt consumption after handover. It does not establish a validated refrigerated shelf life or specifications for frozen products.

1. Consume promptly after collection: Do not leave food for an extended period in a vehicle, in direct sunlight or in another hot environment. Time spent at room temperature during transport and while waiting without appropriate temperature control or refrigeration counts toward the total elapsed time; the period does not restart when the customer collects the food.
2. Refrigerate promptly if not eaten immediately: Transfer the food to a clean, covered container and refrigerate it below 5°C. Do not wait for the food to cool completely before refrigerating it. Avoid allowing the cumulative time at room temperature to reach two hours; act sooner in a hot environment.
3. Finish within two hours of preparation: Consume the meal within two hours after it was prepared. Do not eat it after that time. The customer is responsible for harm caused by consumption after that period or improper storage where the cause is attributable to the customer. This does not release the Company from any food-safety responsibility it has under law.
4. Separate cold items before reheating: Before reheating, remove greens, cold toppings and sauce. Place rice, cooked meat and other cooked sides that require reheating in a separate container suitable for the appliance being used.
5. Reheat thoroughly: Reheat cooked food evenly until its core temperature exceeds 70°C, then consume it promptly. When using a microwave, turn or stir the food and check that the centre is thoroughly heated; surface temperature alone is not sufficient. Heating time varies with the power of the appliance, the quantity of food and its starting temperature.
6. Use a suitable container: Do not place the original meal container, lid, sauce cup or other packaging in a microwave, oven or steamer unless that item has been confirmed as suitable for the intended appliance. Transfer the food to a container expressly suitable for the heating method and remove utensils and any other materials that are not heat-safe.
7. Stop if there is any concern: Do not eat food that has an unusual smell, discolouration or a slimy texture, or that has been left for an extended period or stored under unknown conditions. Reheating does not make questionable food safe again. The absence of an unusual smell does not guarantee that food is safe.

Responsibility for harm caused after handover by improper storage or handling attributable to the customer will be determined by the actual cause and applicable law. This guidance does not release the Company from its food-safety responsibilities during preparation, storage, delivery or handover.

9. Dietary Requirements and Meal Problems

Customers with food allergies, vegetarian requirements or other special dietary needs must raise them before ordering so that THIRD HEARTH can determine whether the request can be accommodated under the actual ingredient and preparation conditions. An unconfirmed note attached to an order does not mean that the Company has accepted or can satisfy a special request. Craft Fire sides vary, so customers should not rely solely on an image when deciding whether a meal meets a dietary restriction.

If a meal is incorrect, incomplete, contains a foreign object or has another quality issue, contact THIRD HEARTH promptly and provide the relevant order or purchase information. Stop eating any food of concern. Where practicable, retain photographs, packaging and the relevant food so that the matter can be investigated. A customer does not automatically lose legal rights merely because photographs were not supplied or the food was not retained. If you feel unwell, seek medical care first.

10. Promotions, Rewards and Permission to Share Content

Coupons, pickup-hub group-ordering rewards and the Hearthmates programme are governed by the eligibility criteria, eligible products, validity periods and conditions disclosed when the customer participates. Participants must not impersonate another person, fabricate a transaction or post, claim the same reward more than once, or obtain a benefit through other false or misleading means.

When a friend pays for an order through a group-ordering share link, the person who shared the link earns NT$5 in credit per qualifying buyer. The daily host also earns NT$5 per qualifying buyer brought in through the host's own link. The credit becomes available 24 hours after that meal's delivery window ends and remains valid for one month. Once the daily host's own link brings in at least ten paid OKAO Bowls for the same pickup hub, date and meal period, the host receives one OKAO Bowl voucher worth up to NT$125 for a future order instead of NT$5 credits from that meal's host-link referrals. Refunded orders do not qualify for rewards. Orders changed to store collection continue to qualify.

Where specific facts show that the programme requirements were not met, the Company may decline to issue or may withdraw the non-qualifying reward and will explain the reason. The participant may provide an explanation. Programme updates will not retrospectively remove a benefit already earned under the terms that applied at the relevant time.

Participants must have the right to provide any photograph, video or text they submit. If the Company wishes to reshare, edit or use submitted content in advertising, it will do so only within the scope of permission expressly disclosed and obtained through the relevant programme. Merely tagging THIRD HEARTH does not grant an unrestricted commercial licence as to methods or duration. Responsibility for infringement is determined by each party’s actual conduct and applicable law; the Company does not exclude its own responsibility merely because the participant supplied the content.

11. Group Dining, Private Hire and Partnerships

Before a group-dining or private-hire transaction is formed, the parties must confirm the food, date, time period, number of guests, charges, payment arrangements and cancellation or change terms. Minimum spend, venue, equipment, overtime or additional cleaning charges must be explained in advance, including how they are calculated. Charges that were not agreed will not be added after the service has been used.

Where a booking or catered-banquet service falls within the scope of mandatory contract requirements under applicable law, it will be handled in accordance with the required and prohibited contractual provisions. These Terms do not replace any contract or review period that must be provided by law.

Franchises, corporate partnerships and other collaborations are governed by separate agreements formed between the relevant parties. Website information and the submission of an enquiry do not by themselves constitute a guarantee of profit or revenue.

12. Personal Data, Website Content and External Services

The collection, processing and use of personal data, and the exercise of data-subject rights, are governed by the Website’s Privacy Policy and applicable law. A person who provides another individual’s information must have a lawful basis to do so and must not impersonate another person. Privacy Policy

Rights in the Website’s text, images, video, trade marks and other content belong to the Company or the respective rights holders. Except where permitted by law or authorised by the rights holder, those rights must not be infringed. Users must not attempt unauthorised access to systems, distribute malicious software or unlawfully interfere with normal service.

Functions supplied by external platforms are also governed by their own terms. The Company’s responsibilities under law or contract in relation to food service, refunds and personal-data protection are not released merely because a third-party service is used.

13. Updates, Complaints and Governing Law

When these Terms are revised, the updated date will be shown on this page. A revision will not retrospectively change a transaction that has already been formed. Where consent to a change is required by law or contract, it will be obtained separately.

These Terms are governed by the laws of the Republic of China (Taiwan). Any ambiguity will be interpreted in favour of the consumer where required by law. If part of these Terms is invalid, the effect of the remaining provisions will be determined in accordance with law. Nothing in these Terms prevents a consumer from making a complaint, seeking mediation or bringing proceedings in a court with jurisdiction.

For questions about an order, product or service, please provide the relevant purchase or order information through the following contact methods. The Company will investigate and explain how the matter will be handled.

• Company: Weiho International Food & Beverage Co., Ltd.
• Taiwan Unified Business No.: 94260886
• Address: No. 143, Sec. 1, Meicun Rd., West District, Taichung City, Taiwan
• Telephone: +886 4 2321 0685
• Official LINE: @okaobowl
• Privacy Policy: View the policy
• Legal adviser: HCW Law Firm