Booking, Catering & Events

1. Booking & Payment

• All bookings must be made through our online platform and are fully pre-paid at the time of booking.
• Prices are inclusive of VAT as stated at checkout.

2. Order Confirmation

• Customers are responsible for reviewing all order details (menu, quantities, delivery/collection time, dietary & allergen requirements) before completing payment.
• Any errors must be notified via email straight away.

3. Pricing & Availability

• All prices and availability are subject to change without notice until a booking is confirmed.
• We reserve the right to correct pricing errors at any time.

4. Cancellations & Refunds

• Cancellations require a minimum of 7 days’ notice prior to the event.
• Refunds (if applicable) will be issued to the original payment method within 3–5 working days.

5. Catering Services

• Catering selections must be confirmed at the time of booking unless otherwise stated.
• Dietary requirements and allergies must be submitted at least 7 days in advance.
• We cannot guarantee accommodation of late dietary requests.

Restaurant & Café Purchases

If you experience any issue with your food or service, please notify a member of staff immediately so we can attempt to resolve the matter during your visit.

Refunds or replacements may be offered where:

• Food is deemed unsatisfactory or incorrect.
• There is a genuine service issue.
• The complaint is raised promptly at the time of visit.

Refunds will not normally be provided simply due to personal preference once food has been consumed.

6. Amendments to Catering

• Changes to orders (menu items, quantities, delivery details) must be requested at least 7 days before the scheduled service/event.
• Amendments are subject to availability and may incur additional charges.
• Reductions in attendee numbers or order size may not be eligible for a refund.

7. Delivery & Collection

• Delivery times are estimates; we will make reasonable efforts to deliver on time.
• The customer must ensure access to the delivery location.
• If delivery fails due to incorrect details or no access, no refund will be issued.

8. Dietary Requirements & Allergens

• Customers must notify us of any dietary requirements or allergens at least 7 days in advance.
• While we take reasonable precautions, we cannot guarantee an allergen-free environment. Please see our allergen information.
• We are not liable for allergic reactions where information was not provided in advance.

9. Food Safety & Storage

• Once delivered or collected, it is the customer’s responsibility to:
  • Store food appropriately.
  • Follow any provided reheating or serving instructions.
• We are not liable for issues arising from improper storage or handling after delivery.

10. No-Show / Non-Collection

• Failure to collect or accept delivery at the agreed time will result in no refund or replacement.

11. Customer Responsibilities

• The customer is responsible for:
  • Providing accurate delivery details.
  • Ensuring appropriate facilities (if required for service).

12. Equipment Hire (if applicable)

• Any hired equipment (e.g. platters, chafing dishes) must be returned in good condition within the agreed timeframe.
• Missing or damaged items will be charged at replacement cost.
• Any damage caused by the customer or their guests during service will be chargeable.

13. Meeting Room Use

• Rooms must be used only for the agreed purpose and within the booked time slot.
• The client is responsible for ensuring attendees behave appropriately and respectfully. Any damage to property, equipment, or facilities will be charged to the booking party.
• To ensure the highest standards of food safety, cleanliness, and service, we kindly ask that no outside food or drink is brought into our meeting rooms.
• We offer a range of on-site catering options, including refreshments, light lunches, and bespoke packages, which can be tailored to your requirements.
• If you have specific dietary requirements or special requests, please let us know in advance and we will be happy to accommodate wherever possible.

14. Right to Refuse Service

• We reserve the right to refuse or cancel bookings at our discretion if terms are breached or for operational reasons.

15. Setup & Timings

• Access to meeting rooms is permitted only during the booked time unless otherwise agreed.
• Additional time required for setup or overrun may incur extra charges.

Hampers & Postal Consumables

• Orders will only be processed once payment has been received.
• We reserve the right to decline or cancel any order at our discretion.

1. Product Availability & Substitutions

• All items are subject to availability.
• In the event an item is unavailable, we reserve the right to substitute it with a product of equal or greater value and quality.
• We will make reasonable efforts to maintain the overall presentation and value of the hamper.

2. Delivery

• Delivery dates provided are estimates only and cannot be guaranteed.
• We are not responsible for delays caused by third-party couriers, weather conditions, or other circumstances beyond our control.
• It is the customer’s responsibility to provide accurate delivery details.
• Additional charges may apply for re-delivery if incorrect information is provided.

3. Perishable Goods

• Some items included may be perishable. It is the recipient’s responsibility to ensure someone is available to receive the delivery where appropriate.
• We are not liable for deterioration of goods due to delayed delivery, missed deliveries, or incorrect address details.

4. Allergies & Dietary Information

• All hampers may contain or have been prepared in environments that handle allergens including nuts, dairy, gluten, and others.
• It is the customer’s responsibility to inform us of any allergies or dietary requirements at the time of ordering.
• While care is taken, we cannot guarantee an allergen-free environment.

5. Returns & Refunds

• Due to the nature of perishable and consumable goods, we do not accept returns unless items are damaged or faulty upon arrival.
• Any issues must be reported within 24 hours of delivery, with photographic evidence where possible.
• Approved refunds or replacements will be offered at our discretion.

6. Damage in Transit

• If your hamper arrives damaged, please contact us within 24 hours with clear photos of the packaging and contents.
• We will investigate with the courier and arrange a replacement or refund where appropriate.

7. Non-Delivery

• If an item is returned to us due to failed delivery attempts, additional postage charges may apply to resend the order.
• We are not responsible for items left in a “safe place” or with neighbours if this has been authorised.

8. Shelf Life & Storage

• It is the recipient’s responsibility to follow any storage instructions and consume products within the recommended dates.
• We are not liable for products consumed after their stated shelf life.

All Services

1. Technical & Online Booking System

• We are not liable for:
  • Website downtime.
  • Booking errors caused by user input.
  • Payment gateway failures beyond our control.
• Customers are responsible for ensuring booking details are correct before payment.

2. Health & Safety (Meeting Rooms and Venue)

• All users must comply with venue health and safety policies.
• Capacity limits must not be exceeded.

3. Liability

• We are not responsible for:
  • Loss, theft, or damage after delivery.
  • Indirect or consequential losses.
• Our liability is limited to the total amount paid for the order only.

4. Consumer Rights (UK)

• The 14-day cooling-off period does not apply to catering services booked for specific dates.

Your Consumer Rights

• This policy does not affect your statutory rights under the Consumer Rights Act 2015.

5. Force Majeure

• We shall not be liable for failure or delay due to events beyond our reasonable control, including but not limited to:
  • Natural disasters or severe weather conditions.
  • Government restrictions.
  • Supply chain disruptions.
  • Utility failures.

6. Data Protection

• Personal data is processed in accordance with UK GDPR and used solely for order fulfilment and communication.

Contact Us

If you have any concerns regarding a purchase, please contact:

Head Office
National Agricultural Exhibition Centre, Avenue M, Stoneleigh Park, Kenilworth, Warwickshire CV8 2LZ
Office: 024 7669 2844
Farm Shop & Restaurant: 024 7669 2064

Ryton Pools
Ryton Pools Country Park, Ryton Road, Ryton on Dunsmore, Coventry, CV8 3BH
024 7699 3874

Charterhouse
London Road, Coventry, CV1 2JR