Reservations Terms & Conditions

Dining, Afternoon Tea, Tables & Pods

We strongly recommend making a table reservation prior to your visit.

Reserved table and pods will be available from the booked arrival time for the following length of time:

Tables are booked for 2 hours (Monday to Saturday) 1.5 hours (Sunday) - unless other wise stated.

Pods are booked for 3 hours - unless other wise stipulated.

We respectively ask you vacate you table in time.

On booking we will require:

Pod Bookings – The pod hire fee payment in full on booking – this is a non-transferable and non-refundable payment. Please note this is a hire fee and is not deducted from the bill.

Afternoon Tea booking – Payment is required in full on booking – this is a non-transferable and non-refundable payment.

Table booking – a card will be required to secure the booking. Cancellation can be made 24 hours prior to arrival, with out a cancellation charge. Cancellations made after this time will incur a £25 charge. In case of no show the card will be charged a £25. Booking cannot be accepted without a card & will be held for a maximum of 15 minutes after your allotted time. After this time they will be treated as a No Show.

Larger Parties deposits - For larger parties a deposit may be required this will be payable on booking. In cases of cancellation the deposit will be forfeit. When the booking is complete the deposit will be deducted from the bill or returned to the card holder on the night, when the card holder is present. Please note this will be on top of any hire fees and hire fees are not refundable.

Area and Table Allocations- Please note that we cannot guarantee any specific table requests. We reserve the right to change the table a booking is allocated to, up until the time of seating. Please note that the area may change, without prior notice to ensure the best experience. High chairs can be requested, but their availability cannot be guaranteed unless a ticket that includes a high chair has been purchased.
If you have not purchased a ticket that includes a high chair, or if that option is not available, we suggest coming prepared to fully enjoy your time at the inn without relying on a high chair provided by us.

South Causey Inn Vouchers - Voucher features a unique reference ID code, may only be redeemed once, may not be exchanged for cash, replaced if lost and is non-transferable. Please quote the gift voucher ID reference when reserving your experience with the venue. Please note Afternoon Tea Must be pre booked. Gift vouchers need to be presented on arrival. Subject to availability. Terms & Conditions subject to change. Change will not be given if the value of your purchase is less than the value of the vouchers you are spending. Black out dates may apply.

Pricing - All prices are subject to change without notice and are not guaranteed. The Inn reserves the right to make any corrections to prices quoted due to clerical errors or errors of omission.

Special Offer /promotional rates / deals / discounts (all areas) - Must be paid in advance. This payment is non-refundable and non-transferable. New bookings only and cannot be applies retrospectively. Subject to availability. Cannot be used in conjunction with others. Wedding discount not applicable. All offers are subject to availability and date, quantity or other limitations will apply.

Maintenance and improvements

As the business is open all year round, you may find that there is necessary maintenance taking place during your visit. We will endeavour to keep any noise and inconvenience to a minimum.

Accommodation

Payment

All the prices shown are applicable at the time of booking and are not valid in conjunction with any other offer.
A booking deposit will be required to secure your booking.
If you book a room on rack on a rate note stipulated below: The remaining balance is due 72 hours prior to arrival. If the payment cannot be claimed, the hotel reserves the right to cancel the booking.
If you book a pamper/sleepover package or self catering package: The remaining balance is due 14 days prior to arrival. If the payment cannot be claimed, the hotel reserves the right to cancel the booking.
If you book an advance purchase, non-cancellable, special offer or a promotional room rate: Full payment will be taken at the time of booking. All payments are non-refundable and non-transferable. If the payment cannot be claimed when the booking is placed, the hotel reserves the right to cancel the booking.
Any security deposit is due 72 hours prior to arrival.
Remaining balances and security deposits will be charged to the card on file as outlined above.
Any extras/charges/additional charges incurred during your stay must be settled in full before departure. The card on file will be charged, but in the event of the Hotel been unable to claim any payment due an alternative method will be required.
Bookings are taken at the discretion of the Hotel and are subject to availability. Prices may be restricted or may not apply at certain times.
VAT is included in the displayed rate, unless otherwise stated.
If staying for multiple nights at the Hotel we may require you to make payment for any outstanding charges on a more frequent basis during your stay.
All deposits and payments are non-refundable and non-transferable.

Security Deposits

A £50 security deposit is required per room for our Main Hotel, Courtyard & Farmhouse rooms. This includes:
- Cosy Shafto, Courtyard, Cosy 42, The Loft, The Nook, Farmhouse and Farmhouse Penthouse
A £100 security deposit is required per room for our Themed Deluxe Hot Tub Bedrooms.This includes:
- American Trilogy, Captain Cooks Cabin, Causey Cottage,The Forge, French Boudoir, Hadrian's Villa, Log Cabin, Old Stable, The Smithy, Trafalgar Square, The Mews and The Tree House.
A £200 security deposit is required per Hot Tub Houses: This includes:
- The Den & The Bunk House.
A £200 security deposit is required per Causey View Hot Tub Houses: This includes:
- The Duck House & The Hen House
A £100 security deposit is required per room for our Causey View Bedrooms located in the Low Noise Zone.This includes:
- Bulldog, Labrador & Dachshund and Swan Mute, Swan Bewick & Swan Cygn

For all self-catering packages a £200 deposit is required per room.
The security deposit will be taken from the card on file 72 hours prior to arrival and will be returned to the card once the room has been checked, no damages are found and guests have adhered to the hotels noise and conduct policies below.
Please note this may take 5 to 7 working days from the day of departure for the funds to clear into the account. This time frame can vary from card issuer / bank. Saturday and Sunday are none working days. All transactions are processed by the Inn's merchant services providers, which means our team have limited access to the exact timings etc. of funds crediting or debiting an account. Refunds are subject to banking protocol which is out of the control of the Inn. Please note refund disputes cannot be processed after 30 days.

Guest Noise & Conduct Policy

The hotel recognizes that different individuals have varying noise tolerance levels. We aim to accommodate all our guest needs whilst striking a balance between providing an enjoyable atmosphere and maintaining a peaceful environment during sleeping hours.
We reserve the right to judge acceptable noise and conduct of guests.
Examples of unacceptable noise include: Loud music, boisterous behavior, slamming doors, or any other sounds that disrupt neighboring guests.
Examples of unacceptable conduct include: Rude, aggressive or offensive behaviour, breaching the low noise zone/quiet hours policies, gathering in guest rooms over the maximum occupancy of the room or damaging property.
Quite hours are in operation from 00:00 to 08:00 in all areas. During these times, guests are expected to keep noise levels to a minimum, whether in their rooms or in common areas like hallways etc.
Violations of quiet hours and noise policy will result in a warning, which if not adhered to will be escalated to the loss of security deposit or eviction from the premises.
Any unacceptable noise or conduct in low noise zones will result in immediate forfeit of any security deposits and eviction from the premises.
If evicted from the premises the hotel will have no obligation to refund you for the lost accommodation, other services or any other loss or expense incurred.
Only alcohol purchased on the premises can be consumed in the licenced areas of premises, including bars, restaurant or events spaces. Any guests in breach of this will have any items confiscated, be removed from the venue and the event organiser will be fined.

Advanced purchase & Offers

Advance Purchase, Non-cancellable, Special Offer or a Promotional Rates must be paid in advance. This payment is non-refundable and non-transferable. New bookings only. Subject to availability. Cannot be used in conjunction. Wedding discount not applicable.

Additional charges

As there is a 'No Smoking Policy' throughout the hotel, if you have found to have been smoking in your room, there will be a £100 charge automatically added to your bill. Any damages to the room and the hotels fixtures, fitting and furnishings will be the responsibility of the Customer and will be charged accordingly.
Deluxe Hot tub bedrooms will incur a minimum £100 charge if the Hot Tub rules are not adhered too.
Minimum £100 deep cleaning charge.
Replacing any items that are removed from the premises by them without consent.
Rectifying damage, caused by the deliberate, negligent or reckless act of the guest to the hotel's property or structure.
Please note that confetti cannons and/or balloons are not permitted anywhere in the Inn including function spaces and accommodation areas. If this policy is breached additional charges will be incurred.
Should this damage come to light after the guest has departed, we reserve the right to make a charge to the guest's credit / debit card, or send an invoice for the amount to the registered address.
Additional guests exceeding the reservation occupancy will result in the forfeit the security deposit and and charged additional occupant fee.

Pamper Stays -wedding discount not applicable

Pamper Stays in our Two-Storey Hot Tub Houses
Available for a minimum of 6 and a maximum of 10 guests.

Please note sleeping arrangements are as follows in the Hot Tub Houses: 4 Double beds for up to 2 guests sharing and 2 single beds.
Any dietary requirements must be made clear to reception 14 days prior to arrival
Treatments are as stated when booking. If for any reason a client does not wish to have a manicure or pedicure they can only substitute these for a hand and foot massage.
The house facilities are only available for the amount of guests booked onto the reservation - no additional guests can use the facilities.
Please note Afternoon Tea is served at the time stated on the confirmation and can't be catered for at later times.
Check in is from 15:00 until 22:30 & Check Out is any time prior to 10:30.
Full payment is due two weeks before arrival. Payment can only be taken as 1 payment, not part payments. Your arrival meal will be served at 14:00 Monday to Saturday or 12:30 Sunday and your treatments will commence after 4pm - as our beauticians are in high demand you cannot specify your treatment start time at the time of booking. We will inform you (approximately 1 month prior to arrival) of your treatment start time.
Please note that failure to be ready for your treatments in the room at the allocated time could lead to you losing your treatment slot and been unable to receive your treatments. If this happens no refunds or replacements can be given.
A 20% non-refundable/ non-transferable deposit it required per Hot Tub House on booking.
A security deposit will be taken on check in on a card for each Hot Tub House and it will be returned after the room has been full checked and no damages have occurred. The refund will be issued to the card provided and may take up to 5 working days – depending on your card issuer.
Pamper Houses may be subject to noise until midnight

Pamper Stays in Deluxe Hot Tub Bedrooms

These stays are available in our Deluxe Hot Tub Bedrooms: The Mews, The Smithy, The Forge, The Valley View, Causey Cottage, American Trilogy, Tree House, Captain Cook's Cabin, Old Stable, Hadrian's Villa and Log Cabin. Please note that these are ground floor bedrooms and not houses.
Any dietary requirements must be made clear to reception 14 days prior to arrival
Please note sleeping arrangements are usually as follows for pampers stays in Deluxe Hot Tub Bedrooms:1 King-size bed for 2 guests sharing and additional single beds to the required number of guests.
Treatments are as stated when booking. If for any reason a client does not wish to have a manicure or pedicure they can only substitute these for a hand and foot massage.
The house facilities are only available for the amount of guests booked onto the reservation - no additional guests can use the facilities.
Please note Afternoon Tea is served at the time stated on the confirmation and can't be catered for at later times.
Check In is from 14:00 on the day of arrival, departure is any time prior to 10:30 on the day of Check Out.
Full payment is due two weeks before arrival. Payment can only be taken as 1 payment, not part payments. Your arrival meal will be served at 11:45 or 12:00 and your treatments will commence between 14:00 and 17:00 - as our beauticians are in high demand you cannot specify your treatment start time at the time of booking. We will inform you (approximately 1 month prior to arrival) of your treatment start time.
Please note that failure to be ready for your treatments in the room at the allocated time could lead to you losing your treatment slot and been unable to receive your treatments. If this happens no refunds or replacements can be given.
A 20% non-refundable/ non-transferable deposit it required per Deluxe Hot Tub Bedroom on booking.
A security deposit will be taken on for each Deluxe Hot Tub Bedroom and it will be returned on check out as long as no damages have occurred.

Self-catering stays

For parties from 2 – 8 guests will have access to the Lounge, Kitchen and Hot tub. Plus the following sleeping arrangements.
For parties of 2: one ground floor double.
For parties of 3 – 4:one ground floor double and one first floor double bedroom.
For parties of 5 – 6: one ground floor double and two first floor double bedrooms.
For parties of 7 – 8: one ground floor double and three first floor double bedrooms.
Linen changes, housekeeping, hot tub refills will incur additional charges.
Breakfast is not included.
New bookings only.
Cannot be used with any other offers.
Wedding discount not applicable.
Subject to availability.

Check in/out

Check in time to the hotel bedrooms is from 14:00 and check out time is by 10.30. For Hot Tub houses check in is from 15:00 and check out is by 10:30. For Causey view rooms check in is from 15:00 and check out is 11:30.
Due to unforeseen circumstances, which are out of our control–on occasion we may have to delay check in until the room meets our high standards. This is to ensure you enjoy the best possible experience and your health, welfare and safety needs are all met at all times.
If your have booked a room with a Hot Tub - due to stringent cleaning regimes the Hot Tub may still be reaching its optimum temperature of 40 degrees when you check in. We ask that you keep the lid on the tub until it has reached this temperature - which will ensure the best possible experience.
Late check out may be arranged at the hotel’s discretion, subject availability. Reception will be able to confirm your late check out on the morning of your departure date.
An hourly charge will apply until 13:00 for rooms with a 14:00 check in time or 14:00 for room types with a 15:00 check in times. After this time, the nightly rate will apply.
Payment will be taken when Reception confirm the late check out. Refunds or reductions will not be issued if you choose to vacate early.

Cancellation policy - Accommodation

Accommodation Reservations (excluding Advance Purchase, Non-cancellable, Special Offer, Promotional Room Rate, Pamper Packages, Pamper Houses bookings and self-catering Packages) can be cancelled up to 9 a.m. (9.00 hrs) 72hrs prior to your arrival date, with only the loss of the deposit. If you cancel after this time, your credit/debit card will be charged for the total price of the reservation. If you do not arrive and have not cancelled (No Show), your credit/debit card will be charged the total price of the reservation.

For Advance Purchase, Non-cancellable, Special Offer and Promotional Room Rate payment in full is taken on booking. This is non-refundable or transferable. If the payment cannot be claimed when the booking is placed, the hotel reserves the right to cancel the booking.

For Pamper Packages & Pamper Houses bookings can be cancelled up to 15 days prior to arrival with only the loss of the deposit. If you cancel after this time, your credit/debit card will be charged for the total price of the reservation. If you do not arrive and have not cancelled (No Show), your credit/debit card will be charged the total price of the reservation.

Self-catering Packages can be cancelled up to 15 days prior to arrival with only the loss of the deposit. If you cancel after this time, your credit/debit card will be charged for the total price of the reservation. If you do not arrive and have not cancelled (No Show), your credit/debit card will be charged the total price of the reservation.

If any payment cannot be claimed in the time frame stipulated above the hotel reserves the right to cancel the booking.

If the booking cannot go ahead as a result of a change in government guidelines, we will convert the monies to a South Causey Inn monetary voucher.

Functions

Please note that on many evenings the hotel is host to weddings and functions, which may run until midnight at the latest.

Internet facilities

Internet facilities are provided by third party providers. The Customer acknowledges that there may be disruption to the connection without prior notice and the South Causey Inn shall not be liable whatsoever for such disruption. The Customer further undertakes not to use the facility for any fraudulent purpose or in connection with any criminal offence and in contravention of any license and will indemnify South Causey Inn against any claim, demand, suit, proceeding or prosecution arising therefrom.

Car parking

Car parking is free of charge. However, cars are left at the owner’s/customer’s own risk. South Causey Inn does not accept responsibility for loss or damage. Parking is on a first come first served basis.

Cots and extra beds

Baby cots, extra beds and bedding are available but pre-booking is required.

Extra beds are charged at £50 for adults or £30 for children (16 and under) per person, for the first night, and £10 per night for any additional nights. Cots are £20 per cot. Please note not all rooms can fit extra beds/cots please ask reception if your room is suitable.

Pets

Courtyard Rooms and Hot Tub Rooms (excluding Pamper house, French Boudoir and Trafalgar Square Bus) are pet friendly. There is a £20 charge for deep cleaning charge when pets stay - a pet bed will be provided also. Your Four Legged Friends are now welcome to join you in our Bar & Snug Area where meals are served. Pets can only be booked via 01207235 555

Changes in Government Guidelines etc.

Please note that if we can not honour a booking as a result of a change in government guidelines, we will convert any monies paid to a South Causey Inn monetary voucher.
The hotel reserves the right to charge for the isolation period at the onset.
We ask that you follow the current government guidelines regarding social distancing, meeting with members of other households and maximum number of people meeting together.
We ask all guest to practice good hygiene whilst at the Inn.

All of this information is based on current government guidelines, and is subject to change.

Website information

South Causey Inn cannot accept responsibility for any errors or omissions and reserve the right to cancel, amend or vary the arrangements featured in the site without notice.

Lost property

The Inn accepts no responsibility for any items left at the Hotel.
The following actions will be taken when a report of lost or found property is made:
- All found items are kept in storage within the Inn and will be stored for a period of 48 hours
- Every possible attempt is made to identify the owner of the found property and make contact with that person in the interim.
- Property found and claimed can be posted for a set fee - currently £8.50 (non recorded standard item delivery - additional charges may apply for additional postal services, weights etc). If the item is to be collected it MUST be collected before the 48 hour period has elapsed (unless otherwise arranged - Additional storage fees will be applicable)
After the 48 hours storage period:
- Passports and personal identification - reported to the relevant authority immediately and we are advised how to dispose of by the relevant authority
- Mobile telephones - the SIM card is destroyed and the telephone is donated to for use in their mobile recycling scheme. Once the telephone has been donated, the deletion of any information stored directly on it is their responsibility
- Keys - destroyed and securely disposed of
- Bank cards - reported to the relevant authority immediately and after the 48 hour period we are advised how to dispose of by the relevant authority
- Cash - donated to Local Charity
- Purse/Wallet - all personal information is destroyed and securely disposed of. Then it is dealt with as a general item
- Medicine - securely stored for 48 hours then given to a pharmacy to dispose of safely
- After the 48 hour period all other unclaimed goods are disposed off
- Unclaimed perishable goods are disposed of at the close of day. (This includes any food receptacles).

Call recording

Calls are recorded for training and monitoring purposes.

Deposits

All deposits including (but not limited to) bedroom, function, wedding ,Christmas, are strictly non refundable and non transferable.

Special Event Bookings / Ticketed Events / Specific dates Events / Christmas Events

The lead Booker accept these Terms on behalf of all the their party and takes responsibility for managing and passing on any communications about the Booking, including these Terms, to all members. Only the lead booker can make any changes or amendments.

Bookings can only be accepted with with the payments terms detailed in the booking.

For booking where payment in full is required on booking - bookings can only be accepted with payment in full on bookings and this is a non-refundable and non-transferable payment.

For bookings where a deposit is required on booking - booking can only be accepted with a non-refundable and non-transferable deposit and the remaining balance payable by the date shown in the booking information. Deposits are required to book a place for a guest on all bookings and they are non-refundable and non-transferable. It is the responsibility of the lead name of the party booking to pay all deposits, further payments and any alterations to the booking. Any remaining balance not paid by date shown in the booking information will result in your booking being automatically cancelled.

If you wish to cancel your booking or a member of your party is unable to attend you are welcome to reassign your place/ticket/booking to another individual but only if the following conditions are met: the substitutions can only be made by the lead Booker and the substitute is aware of these Terms and accepts them. No refunds will be offered or issued. At the Inn's discretion, a waiting list may be kept for sold out Events to assist Customers who can no longer attend.

The Inn reserves the right to change the advertised artists without prior notice in the unfortunate circumstances of force majeure, ill health, or forces beyond our control.

The Inn reserve the right to cancel or change the Event for any reason including but not limited to situations where the Event is under-subscribed, it becomes difficult for us to deliver the intended content, or for other reasons resulting from events, circumstances or causes beyond our reasonable control.

Personal arrangements, including but not limited to, travel, accommodation and subsistence relating to the event are made entirely at the customer’s own risk and the Inn shall not be liable for any losses incurred from these arrangements.

If you make a booking/purchase for a restricted view area/table/seat, you will be informed of the restriction at the time of booking and your confirmation will state restricted view. A restricted view may be due to the position of the seats, or something may be in your line of sight. At seated events, other members of the audience may stand up during the performance which may block your view if you choose to remain seated or if they are taller than you. Other members of the audience in front may also be taller than you when everyone is seated which may cause a restricted review. Refunds and compensation will not be offered if your view is restricted in this way or if the booking was made for a restricted view area/table/area. Please click here to view floor plan.

The Inn does not allow alcohol to be brought onto the premises and reserve the right to confiscate.

Guests under 18 years old may be restricted at some events, please check at the time of booking.

Management reserve the right to refuse entry to the hotel and to charge the company, organiser or individual for any damages caused by unreasonable behaviour.

All monies paid in advance are strictly non-refundable and non-transferable on all bookings.

If due to unsafe weather conditions an event/ride cannot go ahead, and alternative date will be offered. No refund or credit vouchers will be given.

The Inn will not be responsible for any injury or loss, theft or damage of customer’s personal belongings, other than that caused as a result of negligence or other breach of statutory duty.

Weddings

Please see our Wedding Terms and Conditions HERE

Private Functions & Private Hire of spaces

A deposit will be required to reserve the space. All deposits are strictly non transferable or refundable - deposits will vary due to space, day and time.

Final numbers and menu choices must be submitted 7 days prior. Full payment is due no less than 7 days prior. No refunds can be issued after this point.

Minimum number will apply - if numbers reduce the minimum number of guests stipulated on booking will be be payable.

Minimum spends may apply.

Conferences and Meetings

Spaces can be provisionally held with a £25 administration fee for 48 hours. This will be deducted from the final bill if the booking proceeds. Unfortunately, this will be lost if the booking does not proceed.

14 days prior invoices will be issued following the confirmed running order, number of delegates and any other requirements etc.

7 days prior the full balance is due. After this time no reduction or refunds can be made, however we welcome substituent delegates.

All invoices will be subject to VAT at the current rate. If the rate of VAT changes from the time of the original quote to the date of sale - the invoice will be adjusted accordingly.

Any incidentals on the day will be due prior to departure.

Olive & Orchard Salon - Etiquette, Terms & Conditions

We are delighted to have you in our salon and wish to make the experience as fun and inspiring as possible! Prior to your appointment, please take a few moments to review the following guide to making the most of your time with us. If you have any further questions, please feel free to call.

Booking Your Appointment
We strive for a seamless, efficient salon experience, and we believe that begins with booking your appointment. We are open 5 days a week in order to see you as much as possible

Our team will help you book any required skin tests, consultations, services and any accompanying required services you need.

Our online booking system also allows you to book, manage, reschedule, view your account, appointments and much more.

We understand that you look and style are completely unique. Some times this means we may need adjust appointment timings and prices. We will always discuss any pricing changes prior to commencing a service and strive to give you as much notice as possible.

We like to accommodate last-minute appointment requests or walk-in requests when we are able, so please don’t hesitate to ask. However, if we are unable to see you immediately, we will be happy to book an appointment for you as soon as possible.

Booking policy, Cancellations & No shows
We want to take a moment to remind you of our booking policy regarding cancellations and amendments. We understand that plans can change, and we strive to accommodate your schedule as best as possible. To ensure smooth operations and accommodate other clients, we kindly ask for a minimum of 72 hours notice if you need to cancel or amend your booking. If you do so within this timeframe, we will gladly assist you in rescheduling your appointment and transferring any deposits made to an alternative day. However, if you cancel or fail to attend, without providing at least 72 hours' notice, we will regrettably have to charge the full appointment cost. This policy helps us honour the commitment to our staff and clients while maintaining the quality of our services.

Confirmations
As a courtesy to our clients, we confirm all appointments 4 days prior. For your convenience, this confirmation may be made via e-mail or text message. Cancellations and rescheduling can be made up to 72 hours before your appointment date via the booking portal or telephone.

Arriving for Your Appointment
Clients are encouraged to arrive 5 minutes prior to their appointment so that we can make you as comfortable as possible and attend to any needs you may have. For first –time clients, we have a brief sign-in form and a salon introduction we like to offer.

If you are unable to arrive promptly for your appointment we do ask for as much notice as possible. Our service providers strive to maintain a timely schedule and in order to provide top-notch service to our clientele, late arrivals may result in an abbreviated service time. If a client is more than 10 minutes late, the appointment may need to be modified, or we may see if we have another service provider who can lend a hand. In rare cases, the appointment may need to be rescheduled.

Sometimes we may run a little behind, too. We truly respect our clients’ time, and we try to make sure this seldom happens. When it does, we will do our best to keep you posted.

Redos
We want each and every client to absolutely love their hair. If for some reason you don’t, please give us a call and let us know! We will get in touch with your service provider to schedule a time for you to come in and let us see what we can do to make it right.

Alternative Stylists
Every once in a while, your preferred stylist may be unavailable. We do our best to minimize any inconvenience when this happens by offering you an alternate stylist.

Gift Card

Terms Conditions - This card cannot be exchanged or returned for cash. Lost or stolen cards cannot be replaced. Redeemable for services and products within Olive & Orchard Salons only. The value of this card will expire if not used within 6 months of the issue date.

Zero Tolerance Policy

This policy applies to all members of the general public who contact the South Causey Inn via letter, email, telephone or in person.

Aggressive or abusive behaviour

We understand that people can become angry when they feel that matters about which they feel strongly are not being dealt with as they wish. If that anger escalates into aggression towards our staff, we consider that unacceptable.

Any aggression or abuse directed towards our staff will not be tolerated.

Aggressive or abusive behaviour includes language (whether verbal or written) that may cause staff to feel afraid, threatened or abused and may include threats, personal verbal abuse, derogatory remarks and rudeness. The use of swear words in written or verbal communication will not be tolerated and these communications will not be responded to. Swearing at members of staff will not be tolerated.
We also consider inflammatory statements, remarks of a racial or discriminatory nature and unsubstantiated allegations, to be abusive behaviour

Unreasonable demands

A demand becomes unacceptable when it starts to, or when complying with the demand would, impact excessively on the work of our staff. Or when dealing with the matter takes up an excessive amount of staff time and in so doing, disadvantages other members of the public.

For example:

Repeatedly demanding responses within an unreasonable timescale
Demanding responses from several members of staff on the same subject;

iii. Insisting on seeing or speaking to a particular member of staff when that is not possible;

Repeatedly changing the substance of an enquiry or complaint or raising unrelated concerns;
Repeatedly posing a question time and again, when a response has already been given, because the individual may not like the answer they have received.

Unreasonable levels of contact

Sometimes the volume and duration of contact made to our staff by an individual causes problems.

This can occur over a short period, for example, when a large number of calls or emails are received from the same person in one day.

When we are dealing with a complaint or enquiry, this may occur when a person repeatedly makes long telephone calls to us or;
Inundates us with emails or;

iii. Copies of information that have been already sent or that are irrelevant to the substance of the complaint or enquiry.

We consider that the level of contact has become unacceptable when the amount of time spent talking to an individual on the telephone, or responding to, reviewing and filing emails or written correspondence, impacts on our ability to deal with the matter, or on our responsibility for carrying out tasks relating to other members of the public.

How we manage abusive or aggressive behaviour:

Any member of staff who directly experiences aggressive or abusive behaviour from a member of the public, has the authority to deal immediately with that behaviour in a manner they consider appropriate to the situation and which is in line with this policy.

Staff will end telephone calls if they consider the caller aggressive, abusive or offensive. Our staff have the right to make this decision, to tell the caller that their behaviour is unacceptable and to end the call if the behaviour then persists.

If behaviour persists in future correspondence, we will tell the person in writing that we will not permit any further contact from them.

How we deal with other categories of unreasonable behaviour

Where a member of the public repeatedly phones, visits our site, raises the same issue repeatedly, or sends us large numbers of documents about which the relevance is not clear, we may decide to:

Limit contact to telephone calls from the person at set times on set days;
Restrict contact to a nominated member of staff who will deal with future calls or correspondence;
See the person by appointment only;
Restrict contact to written correspondence only;
Refuse to deal with further correspondence and return any documents or, in extreme cases;
Advise the person that further irrelevant documentation will be destroyed;
Take any other action that we consider appropriate to the circumstances.

Where we consider continued correspondence on a wide range of issues to be excessive, we may tell the person that only a certain number of issues will be considered in a given period and ask them to limit or focus their requests accordingly.

Where someone repeatedly demands a response on an issue on which they have already been a given a clear answer, we may refuse to respond to further enquiries from the person.

We will always tell the person in writing the action we are taking and the reasons why.

Terms and conditions for the supply of goods through a website

Your use of this website to purchase goods is governed by these terms and conditions as well as our privacy policy and website terms of use. Please read these documents carefully before using our site or placing an order. By placing an order you agree to the terms and conditions set out below.

Our goods are intended to be sold only within the UK. You may not purchase any of our goods from this website if you are under 18 years old and/ or you are accessing this website from outside the UK.

Our name: South Causey Inn Our geographic address: Beamish Burn Road, Stanley, Co.Durham. DH9 0LSOur contact details:Telephone: 01207 235 555Email: enquiries@southcausey.co.uk Our VAT Number: 865 2235 21

How to conclude a contract with us using this website

These are the steps you need to take to conclude a contract with us:

(1) Make sure you have read and understand our terms

It is your responsibility to read the legal terms on our website carefully and to raise any problems with us before you place your order. This includes these terms and conditions, our terms and use and our privacy policy.

(2) Browse our information

This website contains information about our goods which you will need to know before you place your order including descriptions of our goods, current prices (including VAT) and delivery costs.

The information about the goods on our website constitutes an "invitation to treat" and is not a contractual offer from us which you may accept. This means that we reserve the right to correct any errors in that information without liability to you. It also means that in no circumstances will we be contractually bound to supply you with goods on the basis of any incorrect information, even if that information is repeated in your order.

(3) Select the goods you wish to purchase

You can select any items you wish to purchase by clicking on the "add to basket" button. You will be taken to your shopping basket whenever you add a new item, but you can also view the contents of your shopping basket by clicking on the "shopping basket" button. The shopping basket screen lists your current selection of items with description, price and current subtotal. You can edit the contents of your basket and remove any input errors by removing items or changing quantities.

(4) Making a Purchase

To purchase the items in your basket and proceed with your order using our secure online purchasing facility, click on the "purchase online" button on the shopping basket screen. You will then be transferred to our secure server to complete your order.

If you would like to order goods from us but do not want to enter your credit/ debit card details on the web, you can pay for your order over the phone. You will be asked to provide certain information we need to enable us to process your order such as your preferred delivery address and payment details. It is your responsibility to provide us with sufficient information to process you order.

We may acknowledge receipt of your order on our website or by email. This is not our acceptance of your order, but confirmation that it has been received.

(5) Wait for acceptance of you order

You may not assume we have accepted your order until we send you an acceptance by email. Only if and when you receive our acceptance will we have a binding contract between us.

You may receive acknowledgement from our payment processor advising you whether or not your credit or debit card payment has been authorised. This acknowledgement relates to your payment only and is not our acceptance of your order.

We will be entitled to refuse to accept your order if in our sole discretion we consider it necessary. In particular we must receive payment of the whole of the price for the goods that you order before your order can be accepted. If we refuse your order we will let you know as soon as we can. If we accept your order we will inform you without undue delay.

Once we have entered into a contract with you we shall supply you with the items specified in your order in accordance with the terms of the contract.

Other information about the Contract

We can only conclude the contract with you in English and not in any other language.

The contract between us will consist of (1) these terms and conditions together with our terms of use and privacy policy, (2) your order and (3) our acceptance. We will not file the concluded contract between us online and you should therefore print out and retain copies of each element of the contract.

Our liability to you

3.1 Price

The prices payable for goods that you order as well as any applicable VAT and delivery charges are as set out in our website.

3.2 Your right to cancel your contract and our returns policy

If you are a consumer, you may cancel your contract with us for the goods you order at any time up to the end of the seventh working day from the date you receive the ordered goods. You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty.

To cancel your contract you must notify us in writing by hand delivered notice; post; or email.

If you have received the goods before you cancel your contract then you must return the goods in their original condition to us at the address above at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us in their original condition to the address above at your own cost and risk as soon as possible.

Once you have notified us that you are cancelling your contract, any sum debited to us from your credit or debit card will be re-credited to your account as soon as possible and in any event within 30 days of cancellation provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.

3.3 Our rights to cancel the contract

We may cancel the contract between us if:

the goods you have ordered are unavailable for any reason;
we do not deliver to your area; or
one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit or debit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

3.4 Delivery of goods to you

We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order.

Delivery will be made as soon as possible after your order is accepted and in any event within 30 days of your order. For the avoidance of doubt, time for delivery shall not be of the essence.

You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.

4.1 Your remedy for damaged goods

If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, you must notify us in writing at our contact address of the problem within 10 working days of the delivery of the goods in question. Otherwise you will have no right to any of the remedies set out below.

If you notify a problem to us, we will, at our option:

make good any shortage or non-delivery; or
replace or repair, at our option, any goods that are damaged or defective; or
refund to you the whole or part of the amount paid by you for the goods in question in whatever way we choose.

4.2 Limitations on our liability to you

You are responsible for observing and complying with all applicable regulations and legislation which affect your purchase and subsequent use of our goods. This includes obtaining all necessary customs, import or other permits to purchase goods from our site. Certain national laws may prohibit the importation or exportation of certain of our goods to you.

We make no representation and accept no liability in respect of the export or import of the goods you purchase.

To the extent that law permits us to do so, we exclude all our liability to you for any direct, indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem relating to the goods you buy from us, other than the remedies listed in paragraph c above.

If a court does decide we are liable to pay you compensation, that compensation will be limited to the amount paid by you for the goods in question.

Please note that nothing in this section of these terms and conditions (or in any other section) is intended to limit any rights you might have as a consumer or other statutory rights that may not be excluded by law, nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence of for fraudulent misrepresentation

Things you should know

5.1 Events beyond our control

We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.

5.2 Invalidity

If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

5.3 Privacy

You acknowledge and agree to be bound by the terms of our privacy policy.

5.4 Third party rights

A person who is not a party to this contract has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.

5.5 Entire agreement

These terms and conditions together with our terms of use and privacy policy, your order and our acceptance set out the whole of our agreement relating to the supply of the goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Except for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.

5.6 Governing law

The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have exclusive jurisdiction to resolve any disputes between us.

Changes to service

Please note South Causey Inn may change these terms at any time by posting changes online.
Please review these terms regularly to ensure you are aware of any changes made.
South Causey Inn retains the right to terminate or change the service for any reason at any time without notice.
South Causey Inn retains the right to modify the legal terms and fee policy at any time without notice.
South Causey Inn retains the right to refuse service to anyone at any time and to terminate accounts if in breach of the legal terms.