Terms, Policies & Notices

These Terms of Service (“Terms”) govern your use of the Crayfish House website and any order you place through it. By placing an order, you confirm that you have read, understood, and agree to be bound by these Terms.

1. Orders and acceptance

Placing an order through this website is an offer to purchase, not a confirmed sale. After you submit an order you will receive an order number, and a Crayfish House staff member will contact you to confirm the details. A contract between you and Crayfish House Co., Ltd. is formed only once your order has been confirmed by our staff.

We reserve the right to decline or cancel any order — for example, if an item is out of stock, your delivery address falls outside our service area, payment cannot be verified, or we reasonably suspect misuse of our ordering system.

2. Pricing and payment

All prices are shown in Thai Baht (THB) and are per kilogram unless stated otherwise. Prices may change without prior notice; the price shown to you at checkout is the price that applies to your order.

We accept cash (on delivery or pickup) and bank transfer / QR (PromptPay), as offered at checkout.

3. Delivery and pickup

We deliver within our stated service area in Phuket, using Grab Express or, for cash-on-delivery orders, our own courier when available. Delivery and pickup times shown at checkout are estimates only and are not guaranteed — actual times may vary due to traffic, weather, or order volume.

4. Cancellations and refunds

See our Delivery & Refund Policy below for how to cancel an order and how refunds work.

5. Live crayfish

Orders for LIVE crayfish are additionally subject to our Live Crayfish Handling & Release Notice below, which you must acknowledge before completing a LIVE order.

6. Limitation of liability

To the fullest extent permitted by law, Crayfish House Co., Ltd. is not liable for indirect, incidental, or consequential loss arising from your use of this website or your order, except where such liability cannot be excluded under Thai law.

7. Governing law

These Terms are governed by and construed in accordance with the laws of Thailand. Any dispute is subject to the jurisdiction of the Thai courts.

8. Changes to these Terms

We may update these Terms from time to time. Changes take effect once posted on this page, with the “last updated” date revised accordingly. Continued use of the website after a change constitutes acceptance of the updated Terms.

9. Contact

Questions about these Terms can be sent to info@crayfishhouse.com or via the details on our Contact page.

10. Loyalty program

Crayfish House may offer a loyalty program that gives repeat customers an automatic discount based on how much they have spent with us, using tiers we configure and may change at any time. Your tier is normally calculated automatically from your order history; we may also assign or adjust an individual customer's tier manually, at our sole discretion (for example, as a goodwill gesture, or in response to a dispute). Loyalty discounts have no cash value, cannot be exchanged for cash, and may be changed, paused, or discontinued at any time without notice.

11. Promotional codes

From time to time we may issue promotional codes that provide a discount on an order, subject to any conditions shown at the time the code is offered (for example, a minimum order amount, an expiry date, or a limit on how many times a code may be used per customer). A promotional code has no cash value, cannot be combined with other offers unless we state otherwise, and cannot be applied retroactively to an order already placed. We may refuse to honour, or cancel an order made using, any promotional code we reasonably believe has been obtained or used fraudulently or in breach of these Terms.

This Privacy Policy explains how Crayfish House Co., Ltd. (“we,” “us”) collects, uses, and protects your personal data when you use this website or place an order, in accordance with Thailand’s Personal Data Protection Act B.E. 2562 (2019) (“PDPA”).

1. Data controller

Crayfish House Co., Ltd., 84/1 Moo 4, Koh Kaew, Mueang Phuket, Phuket 83000, Thailand. Contact: info@crayfishhouse.com.

2. What we collect

• Name
• Phone number
• Delivery address (for delivery orders)
• Order history and preferences
• Email address, if you choose to provide one

3. Why we collect it

We collect this information because it is necessary to fulfil your order — to confirm order details with you, arrange delivery or pickup, and provide customer support. For this core purpose we rely on the “necessary for performance of a contract” basis under PDPA Section 24(3), which does not require a separate consent form. If we were ever to use your data for a different purpose (for example, marketing messages), we would ask for your separate, specific consent first.

4. Who we share it with

Your order details are shared internally with Crayfish House staff (including via our internal Telegram-based order system) so your order can be prepared and delivered. Your name, phone number, and delivery address are shared with our delivery partner (Grab Express) or courier when your order is delivered. We do not sell your personal data to third parties.

5. How long we keep it

We retain your order and customer data for up to 10 years from your last order with us, consistent with standard recordkeeping practice under Thai law. You may request earlier deletion, subject to any legal or accounting recordkeeping requirements we must still meet.

6. Your rights

Under the PDPA, you have the right to: withdraw consent (where consent is the basis for processing); access and request a copy of your data; request correction of inaccurate data; request deletion or restriction of, or object to, processing of your data; and request data portability, subject to the exceptions provided by law. To exercise any of these rights, contact us at info@crayfishhouse.com. You also have the right to lodge a complaint with Thailand’s Personal Data Protection Committee (PDPC) if you believe your rights have been violated.

7. Security

We take reasonable technical and organizational measures to protect your personal data against unauthorized access, loss, or misuse.

8. Changes to this policy

We may update this Privacy Policy from time to time; the “last updated” date on this page reflects the latest version.

This notice applies to all LIVE crayfish orders and forms the mandatory acknowledgment shown at checkout for LIVE orders.

Australian Redclaw crayfish (Cherax quadricarinatus) are a non-native species farmed under Department of Fisheries aquaculture registration in Thailand. By placing an order for LIVE crayfish, you acknowledge that:

• This species is not native to Thailand and is regulated by the Department of Fisheries as a controlled aquatic animal.
• You must not release live crayfish into any natural or public waterway, pond, canal, or other open water body. Doing so can harm local ecosystems and may carry legal penalties under Thai law.
• Once lawfully delivered to you, you are solely responsible for how the crayfish are kept, used, cooked, or otherwise disposed of.
• Crayfish House Co., Ltd. bears no responsibility for any unlawful release, escape, or misuse of the animals after delivery, and you agree to hold Crayfish House Co., Ltd. harmless from any claim, fine, or liability arising from your actions after delivery.

For official information on aquatic species regulations in Thailand, see the Department of Fisheries (กรมประมง): fisheries.go.th.

1. Delivery area and method

We currently deliver within Phuket only. Deliveries are made via Grab Express or, for cash-on-delivery orders, our own courier when available. Delivery times shown at checkout are estimates, not guarantees, and may be affected by traffic, weather, or high order volume.

2. Delivery fee

The delivery fee shown at checkout is an estimate for your own planning, based on the delivery distance — it is not added to your order. You pay the delivery fee directly to the driver, in cash or by QR, on arrival; we do not collect it. If your order qualifies for free delivery (see below), we arrange and cover the courier cost ourselves and you pay nothing for delivery.

3. Free delivery

Orders that meet the free-delivery threshold shown at checkout qualify for free delivery; this threshold may change from time to time.

4. Cancelling an order

To cancel or change an order, contact us as soon as possible using the details on our Contact page. Orders can generally be cancelled free of charge before we have confirmed and begun preparing them. Once an order has been confirmed and preparation has started — including LIVE crayfish being set aside and packed for you, or COOKED crayfish being cooked — we may not be able to cancel it, or a cancellation may not be eligible for a refund, since the crayfish are live animals or freshly prepared food that cannot be resold.

5. Refunds

We do not offer refunds for a simple change of mind once an order has been confirmed. For LIVE crayfish: we guarantee your crayfish are alive at the time of hand-off. Please inspect your order together with the delivery person, or at pickup, before accepting it — once accepted, we are not responsible for the crayfish’s condition, as their care afterward is your responsibility (see our Live Crayfish Handling & Release Notice above). For COOKED crayfish, or any other quality issue, please contact us immediately — and in any case within 2 hours of delivery or pickup — with photos, so we can review and, where appropriate, offer a replacement or refund.

6. Order refusal

We may decline to fulfil an order for reasons including stock availability, delivery-area limits, or payment verification issues; in that case, any payment already made will be refunded in full.