Reservation, delivery and refund terms

About Off The Boat

Off The Boat is operated by James Kenny and registered with Hartlepool Borough Council. We sell fresh seafood, cooked seafood, seafood boils and platters from The Arches Shopping Village, 79 Park Road, Hartlepool, TS24 7PW.

Fresh-catch reservation system

Payment places a reservation request; it does not guarantee that every item or requested time is available. Seafood supply follows the boats, weather and catch. Our team checks every paid request and aims to confirm availability and timing by email or telephone within 24 hours.

If your chosen day is unavailable, we will normally offer the following Friday or another suitable alternative. If you do not want to wait or accept an alternative, the affected reservation will be refunded.

Same-day requests

You must call, WhatsApp or speak to us through Facebook and receive confirmation before paying for a same-day request. The website asks you to confirm that this conversation has happened. Please do not tick that confirmation unless a member of the Off The Boat team has approved the request.

Collection and opening

Request collection or delivery between 6:00 am and 10:00 pm on any date. Every requested time remains a request until our team confirms it. Shop opening is catch-led and can change when we sell out, so check our latest availability or contact us before travelling.

Delivery

• Hartlepool delivery is £3.
• Nearby areas including Billingham and Blackhall are normally £5, subject to postcode.
• TS20 is £7.50 and specified farther postcode districts are £10.
• Unlisted or more distant locations require a manual quote starting from £10.

The standard out-of-town run is Friday. Other days may cost more and require manual confirmation. Any future courier service and its charge will be clearly confirmed before it is used.

Changes, cancellations and refunds

Contact us as soon as possible if you need to change a request. Fresh, rapidly perishable and food prepared to order can be exempt from the usual online cooling-off cancellation rights. We will always consider cancellations received before sourcing or preparation has begun. Nothing in these terms affects your legal rights if goods are faulty, unsafe or not as described.

Where we cannot supply an item and you decline the alternatives, we will issue the agreed refund through the original payment method. The time it takes to appear is then controlled by Shopify, the payment provider and your bank.

Food safety and allergens

Seafood must be stored, handled and eaten in accordance with the instructions supplied. Customers must read our allergen information and contact us before reserving if anyone eating the food has an allergy or intolerance.

Contact and complaints

Email offtheboatseafood@outlook.com or call 07496 830410. These terms are governed by the law of England and Wales and do not restrict any mandatory consumer rights.