Skip to content
English - Australia
Contact us
  • There are no suggestions because the search field is empty.

Understanding our T&Cs for Walk-Ins and Party sizes, Internal Use

EatClub: Understanding Our "Walk-in Only" System

This document outlines the foundational principles and operational guidelines for EatClub's "walk-in only" rule, detailing its history, purpose, and how specific scenarios are addressed.

1. The Evolution of EatClub: From Vouchers to Walk-ins

Early Days: Digital Vouchers and Bookings In EatClub's initial phase, our system operated with digital vouchers. Each offer redemption generated a booking confirmation, and venues were contacted directly (via phone, email, or tablet) to confirm these reservations into their own systems. This approach, while functional, presented two key challenges:

  • Lack of Discretion: Diners were explicitly identified as "EatClub users" upon arrival, potentially leading to differential treatment.
  • Manual Overhead: The process required significant manual effort from both EatClub and restaurant staff to manage bookings.

Introducing the EatClub Card and the "Walk-in Only" Rule To address these challenges and enhance the user and partner experience, EatClub introduced the EatClub Card. This system was designed to:

  • Promote Discretion: The EatClub Card allows diners to use offers seamlessly and discreetly, minimizing the risk of being identified as an "EatClub user" and ensuring a consistent dining experience.
  • Streamline Operations: It removed the manual process of applying deals and understanding terms for restaurant staff, simplifying the redemption process at the venue.

The discrete nature of the EatClub Card system is incompatible with pre-arranged bookings, as a booking would identify the user as an EatClub customer. Therefore, we introduced the "walk-in offer" model. This ensures people are able to use the offer anonymously and get the same service as any normal walk-in diner.

Addressing Initial User Expectations As customers are accustomed to making bookings (both through EatClub's previous system and generally), we observed initial confusion. Many users still announce they have a "booking" upon arrival, leading to:

  • Confusion at Venues: Restaurant staff, often unfamiliar with EatClub's model, would be confused by these claims.
  • Unnecessary Friction: This creates awkward interactions and incorrect expectations for customers assuming a table is reserved for them.

In response, EatClub significantly enhanced its in-app communication. We now prominently educate users that our offers are "walk-in only" and explicitly state that they do not constitute a booking. We also proactively and reactively educate users who mistakenly believe they have a booking.

Preventing Advance Bookings with Deals A core principle of EatClub is to help venues fill last-minute, unforeseen capacity. Allowing customers to make bookings well in advance and then redeem a deal on the day undermines this purpose. Such actions can negatively impact a venue's:

  • Staffing Schedules: Leading to higher than needed operational costs.
  • Revenue: By discounting a table that would have been occupied irrespective of the deal.

Therefore, we explicitly instruct users not to make a booking when they intend to use an EatClub offer.

2. Scenarios and Compensation Guidelines

While the "walk-in only" rule is clearly communicated, specific scenarios arise where customers may still interact with the venue regarding bookings. Our policy for compensation to venues and potential chargebacks to customers is detailed below:

Scenario A: Customer Makes a Booking more than a day in advance of Redeeming an EatClub Deal

  • Description: The customer makes a reservation directly with the restaurant (e.g., via phone, online booking system) for a specific date and time, and then, prior to or at the time of dining, redeems an EatClub deal for that same visit. This is particularly problematic when clear in-app pop-up warnings against booking were displayed.
  • Impact: This action directly contravenes the "walk-in only" rule and impacts the venue's scheduling, potentially leading to a loss of revenue on a table that was already accounted for.
  • Action: In these instances, the venue is eligible for compensation as we believe there is LOSS to the venue. The customer will be charged back the full amount of the deal. This action is taken to uphold the integrity of our system and compensate our partners for a clear breach of terms.

Scenario B: Customer Makes a Booking while Redeeming an EatClub Deal on the Same Day

  • Description: The customer redeems an EatClub deal for a last-minute visit, and subsequently (e.g., while en route or just before arrival) makes a booking directly with the restaurant for that same dining occasion.
  • Impact: While we educate customers not to make bookings in any circumstance when using EatClub, this specific scenario is considered to have a minimal impact on the venue's costs or revenue. The customer is visiting last-minute, primarily due to the EatClub deal, and the booking is made reactively.
  • Action: In these cases, we will educate the customer on the "walk-in only" rule and reiterate the importance of not making bookings. We educate them on the reasons we have this system as stated in this document. However, no chargeback or refund will be issued to the venue. We believe this approach avoids ‘burning’ customers and maintains the success of the platform.

3. Conclusion: The Value of the EatClub System

It is important to note that the scenarios outlined above represent a very small percentage of all EatClub redemptions. The vast majority of our customers honor the "walk-in only" system, and the discretion it provides is a significant benefit.

The "walk-in only" model, coupled with the EatClub Card, brings immense value to both users and restaurant partners:

  • For Users: It ensures a seamless, unbiased dining experience without the stigma of being an "EatClub diner."
  • For Restaurants: It effectively helps fill unforeseen last-minute capacity, attracting incremental customers who might not have otherwise dined at that specific time. Additionally, the system has ensured we have a high value customer base of foodies that go out and indulge (vs the deal hunting type that wants to save money at all cost).

While no system can entirely eliminate all instances of non-compliance, the current EatClub model delivers a massive amount of benefits. We are committed to maintaining the integrity of this system, as its discrete nature and focus on spontaneity are what make EatClub a truly great and valuable platform for all.


https://g.co/gemini/share/3228b0c677f8










EatClub: Understanding Our Party Size Guideline

This document outlines EatClub's approach to the "Party Size Limit" rule, detailing its original intent, current application, and how specific scenarios are addressed to ensure a positive experience for both users and restaurant partners.

1. The Evolution of EatClub: Understanding Our Party Size Guideline

Original Purpose: Preventing Negative Experiences and Managing Capacity The "Party Size Limit," typically set at six people, was initially established for two key reasons:

  • Preventing Negative User Experiences: Our primary aim was to spare larger groups the frustration of arriving at a venue as walk-ins with an EatClub deal, only to be turned away due to capacity limitations. This proactive measure ensured users wouldn't have a disappointing experience.
  • Restaurant Capacity Management: For certain venues, especially smaller ones, allowing very large groups on a deal could disproportionately occupy their seating, potentially impacting their ability to serve other full-paying customers or manage their operational flow effectively. Venue-specific lower limits were introduced to give restaurants more control over their capacity.

Evolving Interpretation: Focus on Operational Impact 

Over time, we've observed a discrepancy between the rule's original intent and its strict application by some venues. Many partners interpreted any deviation from the limit as a breach of terms, expecting cancellations or refunds, even when the larger group caused no actual operational issue.

Hence we need to clarify our stance: the party size limit is primarily a guideline designed to prevent seating issues for large walk-in groups, not a rigid restriction. Our focus is on the actual operational impact on the venue.



2. Scenarios and Compensation Guidelines

Our policy for party size violations is based on whether the larger group genuinely caused an operational problem for the venue.

Scenario A: Group Exceeds Limit AND Causes a Genuine Operational Problem for the Venue

  • Description: This scenario applies primarily to very small venues with limited seating capacity where a specific, lower party size limit has been explicitly set in the app. For these venues, we will implement a specific pop-up to clearly communicate this stricter cap. If a group exceeds this specific limit, and the venue genuinely experienced an issue (e.g., they were unable to seat other diners due to the larger EatClub group's size, significantly disrupted service, or displaced other paying customers), it is considered a breach.
  • Impact: In these specific, limited cases, the larger group genuinely inconvenienced the venue and potentially led to a loss of revenue or operational disruption.
  • Action: In these rare instances, the venue is eligible for compensation. The customer may be charged back the full amount of the deal. This action ensures our partners are supported when a clear operational impact occurs due to a disregarded specific limit.

Scenario B: Group Exceeds Limit but is Accommodated Without Operational Issue

  • Description: In most cases, if a group exceeds the general party size guideline (or a venue-specific limit where no critical operational impact occurred), but the venue was able to comfortably seat them without issue (e.g., no disruption to service, no displacement of other paying customers), it is not considered a breach warranting compensation. In fact, the venue benefits from accommodating more diners.
  • Impact: There is no loss to the venue in this instance; instead, they receive more business from the deal.
  • Action: In these cases, we will use an educational approach for the customer, reminding them of the party size guideline for future reference. However, no chargeback or refund will be issued to the venue.

3. Conclusion: The Value of the EatClub System

We understand that maintaining a balance between clear rules and operational flexibility is crucial. Our "Party Size Guideline" reflects this by focusing on genuine impact rather than strict numbers.

The vast majority of EatClub redemptions adhere to our guidelines, and the flexibility inherent in our system brings significant benefits:

  • For Users: It reduces the risk of being turned away while still offering great deals, ensuring a smooth dining experience.
  • For Restaurants: It helps fill empty tables effectively, allowing venues to maximize their capacity without unnecessary restrictions, and even make more on deals when they can accommodate slightly larger groups.

While the system may not prevent 100% of all deviations, its overall benefits—promoting discretion, driving incremental last-minute business, and fostering positive user experiences—are paramount to EatClub's continued success and value.