DELIVERY TERMS AND CONDITIONS
PACKAGING & DELIVERY
Our voucher system is designed to work online by means of eVoucher. Using this method does not incur a delivery charge. At some point in the future, we may also offer the option to send vouchers by post, however currently, we do not offer this.
All vouchers can be sent to you, directly to a nominated recipient, or to another address at your request before purchasing. Delivery is not instantaneous as each purchase is manually approved, so please be aware of this. If you haven’t received within a reasonable timeframe and you believe it may have been incorrectly dispatched, contact us and we can provide a duplicate free of charge. Whilst we will do our utmost to ensure that your voucher is received on time, in circumstances beyond our control such as postal strikes, extreme weather conditions or other force majeure we are unable to be held liable for the delay.
Last order dates, delivery times, opening hours and charges may change over the Christmas and New Year period. For seasonal variations see our website homepage.
TERMS AND CONDITIONS
Toby Cottage offer two main voucher types, Deal vouchers that can be redeemed against specific offers at each venue for a specific deal or offer, and Cash Equivalent vouchers that can be redeemed in the relevant venue in exchange for the good and services they offer.
Each voucher has a unique reference which must be presented or quoted when dealing with the venue. Vouchers, till receipts and the associated references must be kept safely and securely. Toby Cottage will take no responsibility for any loss you may incur as a result of voucher, receipt theft and impersonation or identity fraud. We reserve the right to cancel vouchers or credit balances that we deem to have been obtained fraudulently.
Deal vouchers are valid for 12 months from date of purchase unless otherwise specified on the voucher. The exact expiry date will be printed on the voucher or advised upon successful activation. You must make your booking before this expiry date or the voucher will no longer be valid. However, unless otherwise stated, the participation date for a booking can be later than this. Credit can be used until the expiry of the voucher and is non-refundable.
Some offers are sold as a Time Limited Deal. This means that the offer must be both booked and taken by the Time Limited Deal Date. This date is clearly stated both at the time of purchase and on the voucher itself. If a Time Limited Deal has not been booked and taken by the Time Limited Deal Date shown, that deal will cease to be valid. However, an alternative deal can still be booked up until the expiry date of the voucher.
Cash Alternative vouchers are valid for 12 months from date of purchase. The exact expiry date will be printed on the voucher. You must use the voucher before this expiry date or it will no longer be valid.
Refunds can be made on unused vouchers bought direct from Toby Cottage, within 14 days of purchase. Where dates have already been confirmed as booked with an venue, refunds within 14 days are subject to their cancellation policy (see below).
Refunds are always made to the person who purchased the voucher, and if originally purchased by credit or debit card, the refund will be credited to the same card, or in some cases by cheque.
Refunds for valid unused vouchers purchased from the Toby Cottage directly should be taken up direct with the venue, subject both to the venue’s own return policies plus any specific terms and conditions detailed on the voucher itself. Receipts must be retained as proof of purchase.
Once you have confirmed your event date with Toby Cottage you are bound by the terms and conditions regarding cancellations or changes. It is not possible to change the booking unless the venue agrees to the change.
Sometimes we may need to cancel the event/booking at short notice for reasons beyond their control, such as adverse weather conditions, illness or mechanical breakdowns. Therefore, we strongly recommend that you contact us directly on the day to check. We regret that in the event of cancellation, Toby Cottage is unable to reimburse travel, accommodation or any other expenses you may incur in relation to the cancelled experience.
The information provided by Toby Cottage about each Deal is correct at the time of print. However, the content or format may change slightly during the year. Current details are available on our website. Deals are for one person unless otherwise stated in the title or the booking details.
The images used to illustrate Deals, are used as an indication only.
All our Deals and Vouchers are offered subject to availability. The most recent information on availability will be displayed on our website. We strongly suggest you do not make arrangements in connection with the booking until it has been confirmed with the venue.
LAST MINUTE DEALS
We often have late availability at special prices, and bookings for these can generally be made right up until the day before the Deal date. For these bookings, we cannot guarantee that the information will arrive by post in time for your event. Bookings bought under these conditions cannot be refunded or exchanged. Dates for an event bought under these conditions, once booked, cannot be changed.
PROMOTIONAL CODES AND DISCOUNTS
Promotional offers or discount codes must not be used with existing vouchers or credit balances. They may be subject to specific terms, conditions or validity periods and may be withdrawn without notice at any time. We reserve the right to restrict their use in conjunction with vouchers, credit balances or Cash Alternative balances, or against certain products, charges, order channels or order values. We reserve the right to void vouchers or credit balances acquired through violation of this condition.
We welcome the participation of disabled people in our Deal and Voucher options though we recognise that some venues may present difficulties for those with disabilities. We are committed to ensuring that disabled customers are given every opportunity to participate, so we ask that you tell us about any relevant disability at the time of ordering. This enables us to do our best to meet the participant’s particular needs. We will be happy to provide information about the disabled facilities available on request.
We welcome your feedback on all of our products. If you have a problem or complaint on the day, please bring it to the attention of the manager at the venue as soon as possible, so that they have a chance to put matters right. If your problem is not resolved on the day, please contact us, including your voucher reference, name and venue details, and we will be happy to take the matter up with the venue. In general, we consider it unreasonable if you take no action during an event, but then make a complaint at a later date.
OTHER TERMS AND CONDITIONS
All prices quoted in our promotional literature and on our website include VAT where applicable and are correct at the time of publication. We reserve the right to increase the price of any product without notice.
In order to maintain the highest standard of customer service and to help with the ongoing training of staff we listen to and occasionally record telephone calls.
Toby Cottage’s liability for any claim of breach of obligation regarding any single voucher or gift shall not exceed the price of that voucher or gift. This excludes claims arising from personal injury or death due to the negligence of Toby Cottage or anyone for whom Toby Cottage is responsible. Funds on our vouchers are not covered by the Financial Services Compensation Scheme. In the unlikely event of the venue becoming insolvent, some funds on our vouchers may not be available to spend.
The text, illustrations and images used in all promotional literature are protected by copyright and must not be copied in whole or in part without the express permission of Toby Cottage.
All the above terms and conditions apply as a condition of using any voucher, whether or not the voucher holder is the original purchaser. Toby Cottage reserves the right to change these terms from time to time without reference to customers. These terms and conditions do not affect your statutory rights as a consumer, and are governed by and in accordance with English law. The purchaser and Toby Cottage agree that any problems fall under the jurisdiction of the English courts.
Toby Cottage is a trading name of Toby Cottage Ltd and is registered in England and Wales under Registration No 05662771.
Address: 123 High Street Ripley, nr. Woking, Surrey, GU23 6AF