Terms & Conditions
CONSUMER VOUCHER TERMS OF SALE
This page sets out the terms of sale for Vouchers offered by The Ritz London.
1. General Information
1.1 These Terms of Sale apply to every Voucher you purchase from The Ritz London.
1.2 The Ritz London means The Ritz London, an English company, with its registered office at 150 PICCADILLY, LONDON W1J 9BR. The Ritz London’s registration number is , its VAT number is 773 863879 and its phone number is +44(0)2073002345.
1.3 Gifted is a trading name of JOURNEY HOLDINGS LIMITED, an English company with its registered office at Elmstone Business Park, Stoke Road, Elmstone Hardwicke, Cheltenham, GL51 9SY. JOURNEY HOLDINGS LIMITED's registration number is 07413674 and its VAT number is 108477112. Gifted has been appointed as The Ritz London’s trusted third party payment and fulfilment provider.
1.4 Voucher means an instrument, in either physical or electronic form, which entitles the holder of such Voucher (the 'Voucher Holder') to receive the Offering during the period of time stated on the Voucher (the 'Redemption Period').
1.5 The Offering shall mean the goods and/or services to be supplied and/or provided by The Ritz London to the Voucher Holder, as specified on the The Ritz London Site and on the Voucher.
1.6 These Terms of Sale were last updated on 09/11/2020. The Ritz London reserves the right to unilaterally amend these Terms of Sale at any time. All amendments to these Terms of Sale will be posted on-line. You will be bound only to the version of the Terms of Sale you agreed to at the time you purchase a Voucher.
2. Purchase of a Voucher
2.1 The Ritz London uses a trusted third party provider, Gifted, to process its vouchers. ‘THE RITZ LONDON’ will appear on your bank statement.
2.2 By clicking on the ‘Confirm Order’ button you submit an offer to Gifted to buy the Voucher. However, the purchase of the Voucher is not complete until you receive an email from Gifted confirming acceptance of your offer. Gifted expressly reserves the right to reject your offer. In addition, even if Gifted has accepted your offer, it can cancel the contract at any time if it reasonably suspects that you have committed or that you may be committing any fraud against Gifted or The Ritz London.
3. Redemption of a Voucher
3.1 Unless expressly stated otherwise:
(a) the Voucher can only be redeemed once;
(b) you must follow the redemption instructions associated with the Voucher when you redeem it.
3.2 In order to redeem a Voucher you must present it to The Ritz London within the Redemption Period. If you do not redeem the Voucher within the Redemption Period, the Voucher expires automatically. It cannot be redeemed anymore and you are not entitled to any reimbursement or compensation.
3.3 Unless expressly stated otherwise, the Voucher does not entitle the Voucher Holder to receive the Offering at a specific time. You are strongly recommended to contact The Ritz London at an early stage. Doing so will give you the best chance of securing your preferred time for the supply and/or provision of the Offering.
3.4 Vouchers are redeemable in their entirety only. They may not be redeemed partially or incrementally. If, for whatever reason, you redeem the Voucher for less than the original (un-discounted) value of the Offering, you are not entitled to a credit, cash refund or new Voucher for the difference between the original (un-discounted) value and the redeemed value.
3.5 In the event that The Ritz London breach their contract with you, The Ritz London shall be responsible only for refunding the cost of the Voucher and any delivery costs incurred in the original purchase of the Voucher. The Ritz London shall not be liable to pay any other compensation or losses suffered by you as a consequence of The Ritz London’s breach of contract.
4. Use of a Voucher
4.1 You promise not to provide false data including false names, addresses and/or contact or payment details; or engage in any unlawful activity in connection with the purchase or use of a Voucher, or allow anyone else to do so.
4.2 Any attempt to redeem a Voucher contrary to these Terms of Sale may render a Voucher void at The Ritz London’s discretion.
4.3 The reproduction of a Voucher is prohibited. Each Voucher contains a unique reference code, which can only be redeemed once. Once a Voucher has been redeemed, the unique reference code will no longer be valid.
4.4 The commercial trade of a Voucher is prohibited.
5. Cancellation (and exceptions), Refunds and Problems
5.1 You have a statutory right to cancel your purchase of the Voucher within 14 calendar days after the day you receive the confirmation email (the 'Voucher Cancellation Period '). After this time, vouchers will be non-refundable. However, if you redeem your Voucher during the Voucher Cancellation Period, you expressly request The Ritz London to begin providing the services to you, and you acknowledge that you lose your right to cancel the purchase of the Voucher. Since Gifted is not responsible for the supply or provision of the Offering, once your Voucher is redeemed Gifted has completed its services to you in full.
5.2 If you want to cancel your purchase of a Voucher, within the 14 calendar days as per section 5.1, you can do so by writing to, or calling The Ritz London at the details mentioned in section 1.2.
5.3 If you cancel your purchase of the Voucher in accordance with this section 5, The Ritz London will refund you for all payments made as part of your purchase within 14 calendar days from the day on which you informed The Ritz London about your cancellation.
5.4 If you redeem your Voucher, but The Ritz London has not properly provided you with the Offering or if you have a complaint regarding the provision of the Offering, you must take action against The Ritz London. This is because The Ritz London, and not Gifted, is responsible for the supply and/or provision of the Offering. Gifted only sells and supplies the Voucher.
5.5 Any refund will be refunded to you via your original method of payment. If your original method of payment has been cancelled, expired or has otherwise changed, you will still receive the refund to your original method of payment and your bank should forward it to the correct account, you may need to coordinate with your bank or your payment services provider to obtain your refund. The Ritz London will not provide more than one refund.
5.6 You have 30 days from the date you receive the refund to reject it. If you do not reject the refund during these 30 days, the refund shall be in full and final settlement of any and all claims you may have against The Ritz London related to, arising out of, or connected to that Voucher.
6. Responsibility for the Offering
6.1 Please note that The Ritz London, and not Gifted, is:
6.1.1 the seller, supplier and/or provider of the Offering;
6.1.2 the party who enters into a contract with the Voucher Holder when the Voucher is redeemed; and
6.1.3 solely responsible for providing the Voucher Holder with the Offering and for the Offering itself.
7. Gifted’s Standards of Services and Liability
7.1 Gifted promises that:
7.1.1 it will exercise reasonable care and skill in performing its obligations under these Terms of Sale;
7.1.2 the Vouchers are of satisfactory quality and fit for their purpose; and
7.1.3 it shall not contravene the requirements of fairness or professional diligence in what it does.
7.2 Gifted is always liable for: (a) death and personal injury caused by Gifted’s negligence; (b) fraud or fraudulent misrepresentation made by itself; or (c) any breach by it of the promises in section 7.1 above or any other implied contractual terms that cannot be excluded or limited under applicable law.
7.3 Other than as set out in section 7.2 above, Gifted is not liable for any losses not caused by its breach or any other losses or damages you may suffer, including any indirect losses.
7.4 Gifted does not promise the completeness, fitness for purpose or legality of the Offering. Gifted is not responsible for the quality, safety, usability or any other aspect of the Offering.
7.5 Gifted is not liable for any breach of an obligation under these Terms of Sale where it is hindered or prevented from carrying out its obligations by any cause outside of its reasonable control.
7.6 Other than the liability arising under section 7.2, which is unlimited, Gifted’s total liability to you will in no circumstances exceed the amount of 200% the purchase price of the Voucher.
7.7 In certain countries applicable law does not allow some or all of the exclusions and/or limitations set out in this section 7. If these laws apply to you, some or all of the above exclusions and/or limitations may not apply to you and you may have additional rights.
8. Gifted’s Site
8.1 The Internet website that The Ritz London uses to sell its Vouchers is provided by a trusted third party, Gifted.
8.2 Gifted’s Site (the 'Site') means the Internet website, mobile applications, electronic communications or services, at which you can purchase a Voucher from The Ritz London.
9. Privacy
9.1 By giving The Ritz London your details you accept that The Ritz London will be able to use them for operational purposes, including providing your details to our payment collector, Stripe.
10. Miscellaneous
10.1 Unless otherwise stated within these Terms of Sale, notices to be given to either party shall be in writing and shall be delivered by electronic mail (other than if you are sending a notice to Gifted for the purpose of legal process) or by pre-paid post. Any notice The Ritz London or Gifted sends to you will be to the address you supplied to Gifted when you completed your order. You can send any notice to Gifted at the registered office address as set out in section 1.2.
10.2 If any provision of these Terms of Sale should be held to be invalid or unenforceable, the validity and enforceability of the remaining provisions of these Terms of Sale are not affected. Such invalid or unenforceable provision shall be replaced by a valid and enforceable provision which most closely achieves the economic effect contemplated by the invalid or unenforceable provision.
10.3 We will do our best to resolve any disputes about these Terms of Sale. If you wish to bring a legal claim against us, you must do so within the United Kingdom (and English courts shall have the exclusive jurisdiction for your legal claim). If you live in England and Wales, the laws of England shall apply; if you live in Scotland, then Scottish law shall apply; if you live in Northern Ireland, then Northern Irish law shall apply. The previous sentence applies to all non-contractual relationships between you and us.
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 for Afternoon Tea vouchers well in advance and six to eight weeks for most other vouchers.
During certain times of the year, The Ritz produces special Afternoon Teas. We accept experience vouchers on the following days but with a supplement payable: St Valentine's Day, Mother's Day, Easter Sunday, Christmas Day, and New Year's Day. As well as for Christmas Afternoon Tea from the third week of November to the 1st January the following year.
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 valuable documents that cannot be replaced if lost, damaged or stolen. They are invalid if altered or tampered with. Vouchers may only be redeemed once and may not be exchanged for non-transferable or refundable 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. Monetary vouchers must be redeemed at one time. They cannot be used on separate visits, no change or cash back will be given, and no voucher for the difference will be issued. You can make an extra payment if the monetary value is more.
Extensions
The validity period of most vouchers can be extended once only at The Ritz London's absolute discretion for a period of 6 months upon payment of a £30 administration fee. If the price of your chosen experience has increased, you will have to pay the difference between the new price and your voucher. Please note that expired vouchers cannot be extended under any circumstances.
Refunds
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: 1st July 2024. These supersede all previous terms and conditions.
VAT No. 773 8638 79
