Terms & Conditions
CONSUMER VOUCHER TERMS OF SALE
Last Updated: 14/07/2025
These Terms of Sale govern the purchase, use, redemption, and cancellation of vouchers issued by The Ritz London, whether purchased directly or via its authorised partner, Gifted, operated by JOURNEY HOSPITALITY LIMITED. Please read these Terms carefully before purchasing or using a voucher.
1. General Information
1.1 These Terms of Sale apply to every voucher (“Voucher”) purchased by you from The Ritz London, either directly or via Gifted.
1.2 For the purposes of these Terms, "The Ritz London" refers to The Ritz London, a company registered in an English company, with its registered office at 150 PICCADILLY, LONDON W1J 9BR, company registration number , and VAT number 773 863879. The hotel may be contacted at +44 (0) 20 7300 2345.
1.3 “Gifted” is a trading name of Journey Hospitality Limited, a company incorporated in England under company number 07413674, with VAT number 434847278 and registered office at Elmstone Business Park, Stoke Road, Elmstone Hardwicke, Cheltenham, GL51 9SY. Gifted is the appointed third-party provider responsible for processing payments and fulfilling voucher orders on behalf of The Ritz London.
1.4 A “Voucher” refers to a unique instrument, in either digital or physical form, that entitles the bearer (“Voucher Holder”) to the goods and/or services as described on the Voucher and/or The Ritz London website (“Offering”), during the validity period stated on the Voucher (“Redemption Period”).
1.5 The Ritz London reserves the right to amend these Terms of Sale at any time. Any such amendment shall not apply retroactively to previously purchased Vouchers. The version of the Terms of Sale in force at the time of Voucher purchase shall govern the contractual relationship.
2. Purchase of a Voucher
2.1 Vouchers are processed by Gifted. The descriptor ‘THE RITZ LONDON’ will appear on your bank or card statement.
2.2 By submitting an order and clicking ‘Confirm Order’, you make an offer to purchase a Voucher. The contract is not complete until Gifted confirms the order via email. Gifted reserves the right to decline or cancel any order prior to dispatch, particularly in cases where fraudulent, suspicious, or unauthorised activity is suspected.
2.3 Any suspected attempt to purchase a Voucher using stolen, unauthorised, or false payment details will be reported to law enforcement and/or relevant authorities.
3. Redemption of a Voucher
3.1 Unless expressly stated otherwise on the Voucher:
a) Each Voucher is valid for a single redemption only;
b) Redemption must comply strictly with any usage instructions provided.
3.2 The Voucher must be presented at The Ritz London during the Redemption Period. Failure to redeem within this period renders the Voucher null and void, with no entitlement to a refund, reissuance, or extension, regardless of the reason for non-redemption.
3.3 Vouchers do not entitle the holder to priority booking or availability at a specific time. Availability is subject to the discretion and operational capacity of The Ritz London, and advance booking is strongly recommended.
3.4 In the event of a material breach by The Ritz London, your remedy is strictly limited to a refund of the purchase price and any delivery charges paid. No further liability for consequential or indirect loss, loss of enjoyment, or other compensation shall arise.
4. Use and Misuse of Vouchers
4.1 You agree not to:
- Provide false or misleading information;
- Use payment instruments belonging to others without authorisation;
- Engage in, or facilitate, fraudulent or unlawful conduct in relation to the purchase or use of the Voucher.
4.2 Any Voucher that is obtained or used in breach of these Terms, or which is suspected of having been altered, duplicated, resold, transferred for commercial gain, or otherwise tampered with, may be invalidated at the sole discretion of The Ritz London.
4.3 The reproduction, resale, auction, or unauthorised commercial distribution of a Voucher is strictly prohibited and may result in civil and/or criminal liability.
4.4 Each Voucher contains a unique reference code which can be redeemed only once. Once used, that code becomes void. Any attempt to reuse or redeem an already-used code shall be treated as fraud.
5. Cancellations, Refunds, and Complaints
5.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your Voucher purchase within 14 calendar days of receiving the confirmation email (“Cancellation Period”), provided the Voucher has not yet been redeemed.
5.2 To exercise your cancellation rights, you must notify The Ritz London in writing or by telephone using the contact details in clause 1.2. Gifted does not handle cancellation requests.
5.3 Upon valid cancellation, The Ritz London will refund the purchase amount within 14 calendar days using the original method of payment. No cash refunds will be given.
5.4 If the Voucher is redeemed before the end of the Cancellation Period, you expressly waive your right to cancellation and refund.
5.5 If the Offering is not provided as described or is unsatisfactory, the responsibility lies solely with The Ritz London. Gifted is not a party to the redemption contract and bears no liability in respect of the supply or quality of the Offering.
5.6 Refunds are processed only once. If your payment method has changed, you must liaise with your bank to recover the funds. The Ritz London will not reissue or duplicate refunds.
5.7 You have 30 days from the date the refund is issued to dispute it. After this period, the refund will be deemed a full and final settlement of all claims.
6. Responsibility for the Offering
6.1 The Ritz London is solely:
a) The seller and provider of the goods/services;
b) The party entering into the redemption contract with the Voucher Holder;
c) Responsible for any claims, liabilities, or obligations arising from the redemption or use of the Offering.
7. Gifted’s Role and Liability
7.1 Gifted acts only as a fulfilment and payment agent and is not responsible for the performance of any goods or services offered by The Ritz London.
7.2 Gifted’s liability is limited to:
a) Death or personal injury caused by its negligence;
b) Fraud or fraudulent misrepresentation;
c) Breach of implied terms under applicable consumer laws.
7.3 To the fullest extent permitted by law, Gifted excludes all liability for indirect or consequential losses and does not warrant the quality, legality, or fitness for purpose of the Offering.
7.4 Gifted’s total liability is capped at 100% of the purchase price of the Voucher, except where liability cannot legally be excluded or limited.
8. Use of the Gifted Platform
8.1 The website through which Vouchers are sold is operated by Gifted. By using this website, you agree to Gifted’s Terms of Use and Privacy Policy.
9. Data Protection and Privacy
9.1 By purchasing a Voucher, you consent to The Ritz London and Gifted processing your personal data in accordance with their respective privacy policies. This includes the sharing of relevant data with third-party payment providers such as Stripe.
10. Legal Notices and Dispute Resolution
10.1 All legal notices shall be sent:
- By The Ritz London or Gifted, to the email or postal address provided at checkout.
- By you, to the registered address of The Ritz London or Gifted as specified above.
10.2 If any provision of these Terms is found to be invalid or unenforceable, that shall not affect the validity of the remainder.
10.3 Any disputes arising from these Terms shall be governed and construed in accordance with the laws applicable to your place of residence within the United Kingdom. Exclusive jurisdiction shall lie with the courts of England and Wales, unless otherwise required by applicable consumer law.
11. Third Party Delivery
We work with a third party for our in house fulfilment and post - The Royal Mail.
Your guests may choose to have your vouchers delivered by Royal Mail Tracked 24, Royal Mail Tracked 48, Royal Mail Special Delivery Guaranteed by 1pm or International Tracked & Signed, depending upon the selection available.
Royal Mail Tracked 24 aims to deliver items the next working day, with many arriving within 1–3 working days, including Saturdays. While it offers rapid, fully tracked service (often arriving in 24 hours), it is not a guaranteed next-day service. It covers 7 days a week, with Sunday deliveries in select locations.
Royal Mail Tracked 48 generally takes 2–3 working days to deliver, with over 94% of mainland UK addresses receiving it within that timeframe. While it aims for 48-hour delivery, it is not a guaranteed next-day service.
If an order was placed prior to 1pm on a standard working day, it will be posted the same day. Orders placed after 1pm will be posted the next working day. Please note that orders placed after 1pm on a Friday will be posted out on the following Monday.
Terms & Conditions
The Ritz London vouchers do not have a value stated on them and entitle the holder to the experience stated on them. All Ritz London vouchers carry a unique serial number, which must be quoted when contacting The Ritz London.
Vouchers must be kept safely and securely, and the original gift voucher should be taken on the day of the experience. Please inform the team member that you have a voucher and provide it when requested. The Ritz London cannot accept responsibility for any loss you may incur due to theft, impersonation or identity fraud.
Orders
The placing of an order constitutes your acceptance of The Ritz London's Terms & Conditions of trading but does not constitute the creation of a contract.
The Ritz London reserves the right to decline to process an order for any reason. Once we have processed your order and received payment, the contract is between you and The Ritz London.
For the protection of our customers and to ensure that your credit, debit or charge card is not used without your consent, we will validate your name, address and other personal information supplied by you during the order process against appropriate third-party databases.
By accepting these terms and conditions, you consent to such checks. In performing these checks, the personal information you provide may be disclosed to a registered Credit Reference Agency, which may keep a record of that information. You can be assured that this is performed only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected.
All information you provide will be treated securely. The Ritz London will promptly refund all monies if an order cannot be fulfilled. Duplicate orders are sometimes inadvertently placed or despatched. We ask that you return any duplicates immediately or contact us for further instructions. Should both vouchers be used, we will be entitled to claim payment for the costs incurred.
Voucher descriptions, formats and durations
Voucher descriptions, format, and timings given on The Ritz London website and in any other literature are intended only to present a general idea of the voucher and shall not be considered binding. In particular, photographs are for illustrative purposes only and do not form part of any contract between you and The Ritz London.
Availability
Advanced bookings are essential, and reservations remain subject to availability. All specific arrangements regarding booking dates and times must be made directly to The Ritz London, and we recommend that you reconfirm any arrangements made with us a few days before the event to avoid disappointment. The recipient can book their preferred date within the voucher validity period. Vouchers are subject to availability, and we will use all reasonable endeavours to meet your request but cannot guarantee any specific date or time.
There are five sittings for Afternoon Tea every day (11.30am, 1.30pm, 3.30pm, 5.30pm and 7.30pm). To avoid disappointment, we recommend that customers book at least four to six months in advance for Afternoon Tea reservations, and six to eight weeks for accommodation, The Ritz Restaurant or The Rivoli Bar.
We recommend booking as early as possible as you must have redeemed your voucher before the expiry date printed on the front of your voucher. Please quote the gift voucher serial number when making your reservation.
The gift voucher must be presented upon arrival and cannot be redeemed until at least 72 hours after the purchase date.
We strongly advise that you do not make any travel, accommodation or other arrangements until you have received confirmation of your booking. Once a date has been booked, your voucher will be deemed to be used at that point.
Dress Code
The dress code of The Ritz reflects the ambience and style of the different areas of the hotel. In The Ritz Restaurant and for Afternoon Tea, gentlemen are required to wear a jacket and tie: jeans are not permitted. For The Rivoli Bar smart attire is a must. Please note that shorts, sportswear and trainers are not permitted at any time.
Prices & locations
We reserve the right to vary the prices of the vouchers we offer. The Ritz London's voucher prices will vary due to fulfilment and packaging costs.
VAT
Prices shown include VAT when and where applicable and a service charge of 12.5% for dining vouchers and 5% for accommodation vouchers.
Despatch
The Ritz London cannot be held responsible for any goods damaged in the post or any postal delays.
Security
Vouchers are invalid if altered or tampered with. Vouchers cannot be exchanged or refunded for cash. The Ritz London accepts no liability in these circumstances.
Validity
The voucher expiration date is printed on the front of the voucher. Vouchers must be booked and undertaken before this date; otherwise, the voucher will be deemed invalid, and The Ritz London will accept no liability.
Monetary vouchers
Monetary vouchers may only be used for dining bookings or overnight stays. They cannot be used to book events at The Ritz and Ritz Cigars. No change or cash back will be given. You can make an extra payment if the monetary value is higher.
Ritz monetary vouchers can be redeemed multiple times. Partial redemptions are allowed, and any remaining balance will be retained on the voucher for future use
The gift voucher cannot be redeemed until at least 72 hours after the purchase date.
Extensions
The validity period of most vouchers can be extended once, at The Ritz London's discretion, for an additional six months upon payment of a £40 administration fee. Please note that expired vouchers cannot be extended under any circumstances.
We are happy to refund the cost of your voucher within the first 14 days of receipt if you have not already made a booking.
Upon receipt of your refund email, we will refund the order cost to the card originally used for the purchase. Unfortunately, we are not able to refund postage and packaging charges. Expired vouchers cannot be refunded under any circumstances.
Cancellation by participants
Once you make a booking with The Ritz London you are bound by our terms and conditions. Make sure you understand our rules regarding changing or cancelling a booking (particularly at short notice) or no-shows as a refund will not be offered in the case of infringement of these rules. Cancellation of a booking within 48 hours of your reservation time and no-shows will render the voucher null and void.
Third parties and re-sale
A person who is not named on the voucher or recorded as the purchaser by The Ritz London has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any terms and conditions of booking. A voucher re-sold (for example, through internet auction sites or any other means) without prior consent will be considered invalid. The Ritz London will not be under any obligation to provide any service.
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 of a voucher agrees to the jurisdiction of the English courts. All the clauses and sub-clauses in The Ritz London terms and conditions are independent of each other. If one clause or sub-clause is invalid or unenforceable, this will not affect any other clause or sub-clause. These terms & conditions are subject to change. The details listed above are the terms and conditions applied to The Ritz London vouchers. Your statutory rights are not affected.
Dated: 19th November 2025. These supersede all previous terms and conditions.
VAT No. 773 8638 79
