DISTILLERY TOUR BOOKING TERMS & CONDITIONS

General

These terms and conditions, together with any other written information brought to your attention, shall form the basis of your contract with CVH Spirits Limited (a company incorporated in Scotland, under No: SC109881 with its registered office at 8 Milton Road, College Milton North, East Kilbride, G74 5BU) ('us', 'we' or the 'Company') in respect of the relevant Tour to be taken at DEANSTON DISTILLERY, DOUNE, PERTHSHIRE, FK16 6AG.  For the avoidance of doubt, ‘written’ or ‘in writing’ shall, where used in these terms and conditions, include email.  Please read these terms and conditions carefully and contact us if you have any queries.

None of these terms and conditions are intended to contravene or contradict the Consumer Rights Act 2015 and your statutory rights under any such legislation are not affected.

Online Bookings

We endeavour to ensure that the information and prices, which are inclusive of any applicable taxes, on our website are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances.

Once full payment is made, you will be allocated a place(s) on your chosen Tour and a booking confirmation will be emailed to you.  We accept no responsibility for the incorrect inputting of an email address on the booking form, so if you do not receive email confirmation of your booking, please contact us.  Upon receipt of the booking confirmation email, it is your responsibility to check the accuracy of dates booked.

Once purchased online, tickets may not be used in conjunction with any other offer.  No ticket may be re-sold.

Any discounts or offers online are available for limited quantities and periods only and shall not be available on bookings made by phone or in person.

Please ensure you bring your booking reference number with you.

Online bookings are non refundable. We will try our best to move your booking to another date (subject to availability) but this cannot be guaranteed.

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 as well as for group bookings.  Walk-in visitor Tour spaces operate on a first come first served basis.  We cannot guarantee that such places will be available at all times.

Virtual Tasting Experiences

• Your tasting kit will be sent via APC couriers from Deanston Distillery.  Please allow time for us to get your kit to you.
• If you wish the wee dram pack to be delivered to a different address than your billing address, please contact us before making your purchase.
• If you order your wee dram pack past less than a week before the tasting, we cannot guarantee your kit will arrive in time for the virtual tasting 
• In the unlikely event that your wee dram pack is damaged, please email Deanston Visitor Centre on info@deanstondistillery.com or call the team on 01786 843 010
• This event is for the UK only.  For international enquiries, please email info@deanstondistillery.com and we will advise if we can send a tasting box out.
• A Zoom link for the tasting will be provided via email.  Please ensure you have access to Zoom before the tasting. (You can download here:  www.zoom.us )
• Deanston Distillery will not be held responsible if you cannot access the Zoom link due to technical or connection issues.  We cannot guarantee there will be space to join another tasting at a later date.  
• Deanston Distillery reserves the right to change the day, time, location or to cancel the virtual tasting
• If the Distillery is having any technical issues on the night of the tasting, we will reschedule and advise attendees by email.
• Please note, we are not able to refund any tickets, so please check you are available on the date you are booking before checkout.  If you order the wrong wee dram pack and ticket in error, please contact us as soon as possible and we will see if there is availability to swap to another tasting.  Please note, we cannot guarantee this will be possible, and if your order is already being processed or sent for delivery, we will be unable to do this.
• All our virtual tastings are in English only.
• You must be 18yo or older to participate in a virtual tasting.
• We reserve the right to remove anyone from the virtual tasting if their behaviour is considered likely to cause offence or create a nuisance to other guests or staff.

Group Bookings

Tours are strictly limited to a maximum of 16 persons.  Group numbers exceeding our maximum Tour size will not be permitted on tour.

Unfortunately we don't take groups of under age persons. 

All bookings must be done via our website and paid at the time of booking, and not offline. 

Booking Process

Bookings can be made via our website, by telephone, in person at the visitor centre or by contacting us by email.

You should check the current price and all other details relating to the arrangements that you wish to book before your booking request is made. All Tours are sold subject to availability.

Your booking is not confirmed until we have issued your booking confirmation. At that point a binding contract will be entered into between us.

Tours are not wheelchair accessible.  If you have any requirements for special assistance, please contact the visitor centre in advance to ensure we can receive you so that you get the best possible experience.

The date and time of your Tour will be clearly stated on your booking confirmation and we request that you arrive in good time for your Tour, e.g. 10-15 minutes before your start time.  Tours start at 1-hour intervals from each other and it is important that they are able to begin promptly at the stated time.

We regret that we cannot issue any refunds for cancellations or arriving late for your experience. If you cannot make the tour time chosen, please contact the distillery as soon as possible by calling the Visitor Centre on +44 (0) 1786 843 010.

Please arrive at least 15 minutes prior to the start of your experience. If you are late we shall assume that you have failed to attend, and we reserve the right to continue to tour at the scheduled time in your absence.

Should you miss your allocated time, entry to the distillery or transfer to a later time slot cannot be guaranteed.

Bookings can only be changed at the discretion of the distillery and subject to availability.

If you arrive after your designated Tour has commenced, you may not be able to take part without disrupting others.  We will do our best to accommodate you with the next available Tour during that day, particularly if you have come a long distance, 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.

Language

Our Tours are in English only.  If a member of staff speaks the language requested, we will assist where available.  However this cannot be guaranteed.  If a group requires translation we recommend that they bring their own translator.  If the group size exceeds our maximum Tour size, then you will need to ensure you have enough translators for each group.

All Tour visitors should remain together whilst on the Tour and within the restricted Tour area.

Footwear while at the distillery

Sensible footwear is required.  High heels, flip-flops, cycling shoes etc., are not allowed on the Tour.  If at the time of your arrival you are not wearing sensible footwear, you will not be allowed to go on the Tour and your will not be entitled to any refund or compensation.

Changes/Cancellation by Us

While the Company shall do everything reasonably possible to provide your Tour as planned, the Company reserves the right to cancel Tours under exceptional circumstances, such as weather, acts of God and events outwith our control.  In such cases, you will be promptly informed and offered:

• to take an alternative Tour of equivalent or superior quality, if we are able to offer that, or
• to take a substitute Tour of lower quality if we are able to offer that (in which event the difference in price between the original and the substitute Tour will be refunded to you); or
• to cancel your booking and obtain a full refund of all monies paid by you.

At the distillery - On certain days or at certain times, some parts of the Distillery may be closed, e.g. for cleaning, maintenance etc.  The Distillery may not be fully operational during silent season, although Tours will still be in operation.  Bookings will not be refunded and no compensation will be paid for Tours during this time.

Changes/Cancellation by You when coming to visit us

1. Individual bookings (1 to 7 people)

If you wish to cancel or change your booking after our booking confirmation has been issued, you should contact us as soon as possible during operational hours.

Whilst we will do our best to assist you, we cannot guarantee that we will be able to meet your request.

      2. Cancellation of group bookings (16 people or more)

If you wish to cancel or change your booking after our booking confirmation has been issued, you should contact us as soon as possible during operational hours.  In the event of cancellation by you, cancellation charges may be payable, as set out below:

No refunds will be given for cancellations

Changes on times and dates will be subject to availability

      3. Cancellations

If you wish to cancel or change your booking after our booking confirmation has been issued, you should contact us as soon as possible during operational hours.  In the event of cancellation by you, cancellation charges may be payable, as set out below.

We regret that we cannot issue any refunds for cancellations or arriving late for your experience. If you cannot make the tour time chosen, please contact the distillery as soon as possible by calling the Visitor Centre on +44 (0) 1786 843 010.

Please arrive at least 15 minutes prior to the start of your experience. If you are late we shall assume that you have failed to attend, and we reserve the right to continue to tour at the scheduled time in your absence.

Should you miss your allocated time, entry to the distillery or transfer to a later time slot cannot be guaranteed.

Bookings can only be changed at the discretion of the distillery and subject to availability.

Children under the age of 8 years are not allowed in our production tours. This is clearly estated when makeing your booking online. If you purchase a ticket for a child that is under the age of 8 years, they won't be allowed to join the tour and you will not recieve a refund. 

Refusal of Entry at our distillery

The Company reserves the right to refuse entry to any individual whose conduct or manner is likely to cause offence or upset to other Tour attendees. The Company also reserves the right to refuse entry to any person who has any disability or medical problem which may affect their ability to take the Tour.

In either of the cases mentioned above, full cancellation charges shall be applied by the Company and the Company shall have no further liability to that individual or to any person travelling with them.

Health & Safety at our distillery

The distillery is a controlled working and manufacturing environment and you should exercise due care and attention on the Tour.  Anyone undertaking the Tour must wear sensible footwear.  There are griddled floors around the distillery and high heels are not allowed due to health and safety risks.  Distillery staff may draw your attention to specific health & safety procedures, which you must adhere to.  If the fire alarm sounds during your Tour, the Tour guide will direct you to the nearest exit and muster point.

Children and Young Persons

Anyone under the age of 18 must be accompanied by an adult at all times, whilst on the premises.   Anyone who appears to be under the age of 25 may be asked to present a valid photo ID or passport as proof of age in order to taste or purchase any alcohol, in terms of the Licensing (Scotland) Act 2005.

Children under the age of 8 are welcome in the Visitor Centre, but are not permitted in our production tours of the Distillery. Children/Young persons of the age between 0 years and 17 years, are not allowed in our Tastings experiences or Warehouse Experience. 

Visitor Conduct at the distillery

Smoking (including e-cigarettes) is not permitted within any of our buildings.  There are dedicated smoking areas located outside.

Food and drink is also not allowed during the Tour and anyone found to be eating or drinking will be removed from the Tour and taken back to the visitor centre.  No refund will be given in this instance.

No pets or animals are allowed on Tours.  However, assisted dogs, e.g. guide and hearing dogs, are allowed within the visitor centre shop and café.

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.

Photography at the distillery

For safety reasons, flash photography is strictly prohibited within the distillery.  Non-flash photography and video can be taken in all parts of the distillery, apart from the Still House, although there will be a photo opportunity when leaving the room and you should follow the instructions of your Tour guide.

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 of such images rests with us and/or any authorised third party of Distell International Limited.

Complaints

We actively welcome your feedback of our services. In the event that you have any complaint during the course of your Tour then please bring this to the attention of your guide as soon as possible, and we will endeavour to resolve the matter to your satisfaction.

If your complaint is not resolved locally and you wish to complain further then please contact us by email providing all relevant information necessary to enable us to consider your complaint. We would request that any complaints be raised with us within 28 days of the end of your Tour, as otherwise our ability to investigate the complaint properly may be affected.

Data Protection

In order to process your booking, we will need to use the personal information which you provide to us (such as your name, address, contact details, any special requirements etc). We may also use the information provided to keep in touch with you and to advise you of the Distillery’s products and services (including special offers) from time to time.  We will not, however, pass your information on to anyone who is not involved in providing (or arranging the provision of) any product or service related to your booking. We recommend that you review our Privacy Policy for further information on how we process personal data and your rights in relation thereto.

Force Majeure

Unless expressly stated otherwise in these terms and conditions, we will not have any liability to you if we are prevented from fulfilling our contractual obligations to you as a result of any event which is out with our control. Such events may include (but are not limited to) war or threat of war; terrorist activity or the threat of terrorist activity; civil commotion or riot; any action taken by a governmental or public authority; industrial disputes; collapse of buildings, fire, explosion or accident; traffic or road conditions or road closures; technical or mechanical breakdown; adverse weather conditions; natural disasters and all similar events or circumstances.

Enforceability of Terms

If any provision of these terms and conditions is found to be illegal or unenforceable, that shall not affect the validity and enforceability of the remainder of these terms and conditions.

Our Liability to You

If you suffer losses as a result of a breach by us of these terms, our liability is strictly limited to the purchase price of the Tour.  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 in connection with the Tour.

Governing Law and Jurisdiction

These terms and conditions shall be governed by and construed in accordance with Scots law and any matter or claim arising from them shall be dealt with only by the Scottish courts (save that you may choose the law and the courts of England, Wales, Northern Ireland or Eire if you live in any of those places and wish to do so). The European Commission provides for an online dispute resolution platform, which you can access here: http://ec.europa.eu/consumers/odr/.

Communications

Communication 1: You will receive confirmation of your booking by email.

Communication 2: 3 days before your booked tour/experience you will receive a reminder email from us.

Communication 3: You receive an email asking for any feedback from your visit (guide, experience, whisky and safety).

Additiional communications might be sent to let you know of any changes due to unforseen circumstances. 

Contact Us

Address: Deanston Distillery, Near Doune, Perthshire, FK16 6AG

Owner: Distell International Limited

Phone: +44 (0) 1786 843 010

Email: info@deanstondistillery.com