Terms & Conditions - Tours
Tour Terms & Conditions
Tours of the Lakes Distillery take place at the distillery site at Bassenthwaite Lake, Cumbria CA13 9SJ (the “Distillery”), and are provided by The Lakes Distillery Company plc (“we” or “the company”). The Lakes Distillery Company plc is incorporated in England & Wales (Reg. No. 07769363), with its registered office at 1st Floor, Grandstand Garage, Gosforth, NE3 4NB.The following Terms and Conditions, as well as any information contained in the booking form, booking confirmation or tickets provided to you, apply to all Tour bookings.
On booking or purchasing tickets for a Distillery Tour, you agree to abide by these Terms and Conditions.
ONLINE BOOKINGS AND WEBSITE
We will endeavour to ensure that the information displayed on the website www.lakesdistillery.com is current and accurate. However, we cannot be held liable for any errors. Use of the website is subject to the Terms & Conditions available here; however, in the case of conflict, these terms shall apply to online bookings of Tours.
WALK IN BOOKINGS
Tours need not be pre-booked, however, we recommend that reservations are made at busy times (especially weekends, bank holidays and in peak season). We will endeavour to reserve some places on most Tours for walk in visitors on a first come first served basis; however, we cannot guarantee that such places will be available at all times.PRICING AND ADMISSION POLICY
Tours are priced at two levels:
(i) Adult: all visitors 18 years old or over. This includes an alcoholic beverage.
(ii) Youth: visitors between the age of 12 and 17. This does not include an alcoholic beverage.
Young people between the ages of 12 and 17 are permitted on our Distillery Tour but must always be supervised. Children under the age of 12 (including babies and prams) are not permitted on any tour for health and safety reasons.
There are no concessions. All prices are shown inclusive of VAT.
CONDITIONS OF ENTRY
On arrival at the Lakes Distillery, please present your ticket(s) or booking confirmation as proof of payment prior to entry to the Distillery.
We operate a Challenge 25 policy. Visitors may be subject to an age check on arrival at the Distillery, so visitors should bring photo identification (“ID”) to the Distillery. If we believe or suspect a visitor who wishes to consume alcohol is under 25, that visitor will be asked to produce photo ID. In the event that you are unable to produce valid photo ID, you will not be served alcohol as part of the Tour. If you have paid for a full price ticket, but cannot provide proof of age when requested we regret that no refunds can be given.
The date and time of your Tour will be clearly stated on your ticket or confirmation, and we request that you arrive in good time for your Tour. Tours start at 1 hour intervals and it is important that they are able to begin promptly at the stated time.
If you arrive after your designated Tour has commenced, we will endeavour to accommodate you on the next available Tour; however, demand may be high (especially in peak season) and we cannot guarantee that there will be spaces available. Unfortunately we are unable to refund tickets where no suitable alternative time is available.
We reserve the right to refuse admission to the Distillery.
CANCELLATIONS AND AMENDMENTS
If we cancel your Distillery Tour, you will be entitled to a full refund for the purchase price.
We will use all reasonable endeavours to be open and operational during published opening hours, but we reserve the right to close the distillery on any given day or part thereof, whether for security or any other reason, without notice. In the event of total closure of the distillery, any tickets issued for Tours on the day of closure will be exchanged or refunded at the price paid for them, but no further compensation will be paid.
On certain days, or at certain times, some parts of the distillery may be closed (e.g. for cleaning, maintenance, or for other technical reasons), or the distillery may not be fully operational. Tickets will not be refunded and no compensation will be paid in such event.
If you do not arrive for a pre-booked scheduled Tour, tickets cannot be exchanged or refunded. We will however endeavour to accommodate you on a later tour on the same day, subject to availability.
If you wish to amend the date or time of any booking following the purchase of ticket(s), you should immediately contact us by phone or e-mail. We will endeavour, although we are not under any obligation, to accommodate the alternative date and time requested by you. If you have requested tickets by post, we will charge you the published postage rate in force from time to time.
GROUP BOOKINGS
Tours are strictly limited in size. Any group of 10 people or more should be booked in advance by contacting the Distillery. If the number in the group exceeds our maximum tour size, the group will be split across a number of tour times (which may not be consecutive).
OUR LIABILITY TO YOU
If you suffer losses as a result of our breaking these conditions, our liability is strictly limited to the purchase price of the Tour (plus any postage where applicable). We are not responsible for any loss of profit, loss of business, loss of goodwill, or any indirect, special or consequential loss, damage, costs, expenses or other claims which arise out of in connection with the Tour.
Notwithstanding the foregoing, nothing in these terms limits in any way our liability:
For death or personal injury caused by our negligence;
Under section 2(3) of the Consumer Protection Act 1987;
For fraud or fraudulent misrepresentation; or
For any matter which cannot be excluded by law.
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms and conditions that is caused by events outside our reasonable control (“Force Majeure Event”). Our performance under these terms and conditions is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under these terms and conditions may be performed despite the Force Majeure Event.
HEALTH AND SAFETY
The Distillery is a controlled working and manufacturing environment, and you should exercise due care and attention on the Tour. Distillery staff may draw your attention to certain health & safety procedures, to which you must adhere.
If the fire alarm sounds during your Tour the tour guide will direct you to the nearest exit.
VISITOR CONDUCT
Whilst at the Distillery, visitors must observe the following:
No smoking other than in the designated smoking area
No pets or animals except for guide dogs and hearing dogs
No access to any area of the Distillery other than areas designated for access by visitors
We reserve the right to remove anyone from the Distillery if their behaviour is considered likely to cause offence, put staff or other visitors at risk or create a nuisance to other visitors or staff.
SECURITY
In the interests of safety, visitors may be asked to submit to a search of their person or belongings and anyone refusing to submit or found to be in possession of materials believed by us to be dangerous or unsuitable will be denied entry or removed from the Tour.
PHOTOGRAPHY
For safety reasons, all photography (including both flash and non-flash) and video recording is strictly prohibited within the Distillery.
From time to time we or other authorised third parties may carry out photography or other recording at the Distillery and any images or recordings may feature visitors. Visitors consent to the use of such images by us in connection with advertising, promotions or monitoring and acknowledge that the copyright in such images rests with us and/or any authorised third party.
ACCESSIBILITY
All spaces within the Distillery are fully accessible. A lift is provided for mobility access to the still floor. Electric wheelchairs and mobility scooters will be unable to pass through the still room but manual wheelchairs are available at the entrance. View our Access Statement.
If you have any requirements for special assistance please contact us in advance to ensure we can receive you and ensure you get the best possible experience.
HEARING IMPAIRED ASSISTANCE
For visitors with hearing impairments, we can offer a written script of any audio clips on request.
VISUALLY IMPAIRED ASSISTANCE
Guide Dogs are welcome at the Distillery.
There are hand rail extensions and contrasting floor textures throughout the Distillery.
Please note that the lighting levels within some of the rooms are low.
CARERS
A free carer ticket is available to any customer who requires essential assistance to visit our Distillery. In order that we may manage numbers on each Tour, please advise at the time of booking if you require a carer ticket.
GENERAL
We reserve the right to refuse to process a transaction for any reason.
If any provision of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of these terms and conditions and the remainder of the provision in question will not be affected
These terms and conditions and any document expressly referred to in them constitute the whole agreement between you and us and supersede any previous arrangement, understanding or agreement between you and us relating to the subject matter of these terms and conditions.
Any contract between you and us pursuant to these terms and conditions will be binding on you and us and on our respective successors and assigns.
You may not transfer, assign, charge, sub-contract or otherwise dispose of any such contract, or any of your rights or obligations arising under such a contract, without our prior written consent.
These terms and conditions are governed by and construed in accordance with the Laws of England and Wales, and the parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.
