Date of posting: 08.12.16
Our cancellation policy is set out below. Please note that this policy applies only to Products ordered using this Site and separate terms, which may differ, apply to products purchased by you in person from our premises. Please contact us using the details set out in the Contact Us page if you have any queries regarding the cancellation policy that applies to such purchases.
Please note that nothing in our Cancellation Policy affects your statutory rights. For further information about your legal rights, please contact your local authority Trading Standards Department or Citizen’s Advice Bureau.
1. Your consumer right of cancellation
River Cottage membership and gift vouchers
1.1. When you place an order with us for River Cottage membership or for a gift voucher, our service to you begins immediately after we send you a Confirmation Email because we will start taking steps to fulfil your order straight after doing so, even though it may take a short while before the order is fulfilled. Please see paragraph 9.3 of the River Cottage E-Store Terms and Conditions for further details regarding the Confirmation Emails we send. By accepting these Terms, you consent to us commencing these services within the fourteen (14) day legal cancellation period and you acknowledge that, except for the limited circumstances set out under paragraph 1.2 of this Cancellation Policy, you will not be able to cancel any order you place with us for these types of Products once you have received a Confirmation Email.
1.2. We acknowledge that some customers may order River Cottage membership at the same time as their booking for events or cookery courses in order to receive a discount on bookings in that order. Although unlikely, if we cancel all the discounted bookings in that order in accordance with paragraph 13.10 of the River Cottage E-Store Terms and Conditions, then we will, at your written request, also refund the cost of membership and any delivery charges solely relating to the delivery of your membership card to you.
Events and cookery courses
1.3. We hold all our events and cookery courses on specific dates. Consequently, the consumer right of cancellation does not apply to orders for these types of Products. You are therefore not entitled to cancel any of our events or cookery courses or to obtain a refund in respect of them, if you no longer are able, or wish, to attend them.
1.4. However, in certain circumstances we permit you to transfer your booking to friends and family members or to transfer your booking to another course or event, as provided under paragraph 3 of this Cancellation Policy below.
2. Travel insurance
2.1. We strongly recommend that you obtain appropriate travel insurance prior to placing an order for any events or cookery courses to cover you in the event that you cannot attend an event or course for unforeseen reasons, for example due to bad weather, transport delays or cancellations, illness or bereavement.
2.2. Some banks and payment cards automatically provide you with travel insurance cover. Please check with your relevant insurance services provider(s) before placing an order with us.
3. Transferring your booking to another person or to another event or cookery course
Transferring your booking to a friend or family member
3.1. You may choose to send a friend or family member to attend an event or cookery course in place of the original attendee, provided that: (i) their dietary requirements suit the particular event or cookery course that you originally booked; and (ii) you have supplied us with details of the substitute attendee no less than 1 working day before the event or course is due to start. Our working days are 9am-5.30pm Monday-Friday excluding public holidays. You will need to provide us with the names and contact telephone number of any substitute attendees. Substitute attendees will be subject to any age restrictions that apply to the event or cookery course so please check these on the applicable Product description page on the Site.
Transferring your booking to another person or to another event or cookery course
3.2. Subject to clause 3.5, below, you may transfer one or more places in your booking to another event or cookery course, in accordance with paragraph 3.3. below.
3.3. If you provide us with:
- more than twelve (12) weeks’ notice before the date of the event or course, you may choose to transfer to another event or course up to the same value at no extra charge or receive an electronic promotional code equal to the value of the place(s) booked, that can be redeemed against a future course or dining experience, booked through our website;
- more than one (1) weeks’ notice but less than twelve (12) weeks’ notice, you may choose to transfer to another event or course up to the same value or receive a promotional code equal to the value of the place(s) booked less our administration fee. We will charge you a fee of £25 to cover our reasonable administration costs for doing so;
3.4. If you provide less than one (1) week’s notice before the date of the event or course, you will not be entitled to receive a promotional code equal to the value of the place(s) booked, nor will you be entitled to transfer your event or course to another event or course. You may still however be entitled to substitute another person to attend in your place. For details on how you may be able to do this, please read clause 3.1 above.
3.5. All transfers are subject to availability. If we grant a transfer request then you must re-book the relevant place(s) within one (1) week of the date on which we grant the transfer for an alternative event or course. The alternative event or course must not be scheduled more than six (6) months from the date your transfer was granted. Any events or courses which have not been re-booked within this (1) week period will no longer be transferable.
3.6. You must provide your notice under this paragraph 3, either by email to firstname.lastname@example.org or by phone. You can find a detailed list of contact telephone numbers on the Contact Us page. You will need to let us know your order number, contact details, the names of the attendees whose places you would like to transfer (or whether you would like to receive a gift voucher, where applicable) and details of the event or course to which you would like to transfer the place(s). As our administrative hours are 9am-5.30pm Monday-Friday excluding public holidays, notice received outside these hours will be treated as received on the next working day.
3.7. The policy set out in this paragraph 3 shall apply to any places for events or cookery courses purchased as gifts.
4. Third party webstores
4.1. Your contract for the purchase of products and services from third party webstores will be made directly with the relevant third party operator of the applicable webstore. The returns and cancellation policies and other terms and of that webstore (and not ours) will apply to the orders that you place for those products and services.
5. Third party vouchers
5.1. You can book onto one of our events or cookery courses using vouchers purchased through third party channels (e.g. Virgin Experience). If you do so, then please note that their Terms and Conditions apply to the purchase of your voucher and any rights you may have in respect of cancellation of your voucher. Once you have used your voucher to book onto one of our events or cookery courses, then our Terms and Conditions and this Cancellation Policy will apply.