FAQs

Our vouchers are redeemable via Click+Collect on our website or app rather than in store.

Yes, the nutritional values on our website include the dressing, based on a regular sized dressing pot.

To check the halal status of any item, please see the allergen guide on our website, where halal items are tagged.

We operate an open kitchen, so cross-contact is possible. Despite our best efforts to avoid it, we cannot guarantee allergen-free meals. If you have a severe allergy, we advise not ordering. We also recommend letting the team know about any allergies before ordering.

Yes. Let us know the ingredient and the dish and we can confirm whether it is used.

Our allergen guide is available on our website and lists the allergens for each menu item.

Unfortunately we are not able to share full ingredient lists as these are a trade secret. If you let us know which ingredients you are allergic or intolerant to, we can confirm whether they are used.

Not at the moment, but we are working on making this possible.

Yes. Send us your order details and the recipient's email and we can look into resending it for you.

Yes. We use chicken thigh, which can look slightly pink even when fully cooked and probed to the correct temperature. If you are concerned, get in touch and we can look into it for you.

Enter your code in the discount or promo code field at checkout on Click+Collect or atis app.

We are sorry about that. Send us your order details and we will process a refund for the duplicate charge.

Cancelled orders can take a few days to reflect. If it has been longer than 3 to 5 business days, send us your order details and we will check that the refund has gone through correctly.

We are sorry your order was not right. Send us your order details and we can arrange a refund or a goodwill voucher for you.

We are sorry about that. Send us your order details and we can look into it for you.

Refunds usually take 3 to 5 business days to reflect in your account.

Get in touch with your order details and we can process this for you. For Click+Collect or in-store orders, we will need the site, date, rough time, order total, ordering method, and order number to locate the transaction.

We are sorry for the wait. Please speak to a team member on site who can locate your order. If there was a significant delay, get in touch with your order details and we will look into it.

Yes. You can plan a catering order through our catering partner Ordit on our website, or place an order using Click+Collect.

Yes. Confirm you would like this and we will erase your email and any related data from our system.

Some emails are functional rather than marketing, for example updates on programme functionality, and these are sent to our whole database rather than just the marketing list. If you would like to stop receiving functional emails too, let us know and we can remove your email and associated data.

Use the unsubscribe link at the bottom of any marketing email. If you would like us to remove your data entirely, let us know and we can erase your email and associated data from our system.

We would love to hear from you. Get in touch at customersupport@atisfood.com and we will pass your feedback to the leadership team.

For the latest on new openings, keep an eye on our website and social channels, where we announce new sites.

You can find a full list of our locations on our locations page.

Yes. Our allergen guide is available on our website, and you can get in touch if you need help with specific items for your order.

For corporate catering order, use our catering partner Ordit via our website, they will be able to help with onboarding and order placing.

On Click+Collect, enter your code in the discount or promo code field at checkout before payment and click the tick button to the right of the promo code field.

We are required by law to levy 20% VAT on sit-in meals, which is reflected in the price when you eat in.

Please provide the site where the transaction was made, the date and exact time, the total cost, and the ordering method (in-store, Click+Collect, kiosk, and so on).

Email us with the site, date and exact time, total cost, and ordering method of your transaction, and we will get the receipt to you.

VAT receipts cannot be downloaded through the app at the moment. Please request one by email and we will send it across.

Grains are denser than leaves, so a correctly portioned grains-only base fills the bowl to a lower level than a leafy base such as lettuce, even though the portion is right.

Our bowls are portioned to work across all base combinations. A base made up only of grains can sit lower in the bowl than a leafy base, even when portioned correctly. If you feel your bowl was not right, get in touch and we will look into it.

Yes, we have a range of plant-based and vegetarian options, including our build-your-own bowls. Please check our allergen guide on the website for details, and let the team know your requirements when ordering.

We are always working to improve the programme and make earning and redeeming easier. We will communicate any changes by email, so keep an eye on your inbox.

Yes. Send us the details of the transaction and the email linked to your account and we will restore the points for you.

A photo of your receipt showing the transaction total is ideal, along with the email linked to your loyalty account.

Try removing and re-adding the QR code by going through our website or using the atis app. If it still will not scan, send us your proof of purchase and the email linked to your account and we will add the points manually.

Head to our website, go to loyalty, log in, and select add to wallet. This adds your personal QR code so you can scan in store. You can also do this by downloading and logging in to the atis app.

The annual reset is communicated by email well in advance, with reminders to use up any rewards beforehand. We are not able to reinstate rewards lost at the reset, but get in touch and we will see what we can do.

The two figures track different things, so they will often differ. Your lifetime total includes everything you have earned since joining, while your reward balance only includes points earned since the last annual reset. If you earned points before the reset, those still show in your lifetime total but not in your reward balance.

Lifetime points are all the points you have earned since your account was created. They count towards your tier placement and do not reset. Reward points are the points that count towards your rewards, such as a free bowl, and these reset at our annual reset.

Joining atis Insiders is easy! Just sign up through the atis website or mobile app using your name and email, and you’re set! Starting at Level 1 . Start racking up points with every purchase!

Absolutely! We kick things off with a 50-point welcome bonus, just for joining. Consider it a head start toward your first free bowl or plate!

It’s simple: get yourself a bowl or plate and earn points! Every £1 spent = 1 point. As you level up, you unlock bonus points through special events and challenges, making it even easier to stack up rewards.

You can redeem your points by scanning your QR code at the till during check out. You can also redeem online on Click+Collect or using the atis app by logging in to your account, or creating one if you don't already have one, and picking what reward you wish to redeem during checkout.

Usually, points show up instantly, but if there’s a delay, give it up to 24 hours to appear. If they do not appear after 24 hours, get in touch with us at customersupport@atisfood.com with a picture of your receipt and email linked to your account.

• Level 1 (0-100 points) – Start earning points (1 per £1 spent)

• Level 2 (100-249 points) – Unlock bonus points through events & challenges

• Level 3 (250 - 449 points) – Access to challenges, flexible rewards & exclusive perks

• Level 4 (450 - 699 points) – Access to challenges, flexible rewards & exclusive perks

• Level 5 (700 - 999 points) – Access to exclusive community activations

• Level 6 (1000+) – Welcome to the inner Circle. Get here to hear all about the exclusive rewards and perks available.

You retain all benefits from previously levels as you level up!**

Just check your atis account on our website, app or wallet pass, it’ll show your current level and how close you are to the next one!