Elevens

BOOKING TERMS

All bookings at Elevens Bar & Grill, whether or not a deposit has been paid, are subject to these Terms & Conditions. Please read them carefully before making a booking. By making a booking, you agree to be bound by these Terms & Conditions.

For private or exclusive-hire bookings, additional or specific terms may be set out in the individual booking contract or written booking confirmation. Where these terms differ from our standard booking terms, the specific terms agreed in writing for that booking will apply to the extent of the difference. All other provisions of these Terms & Conditions remain applicable.

Your Booking

We respectfully ask that you are ready to be seated at the time of your reservation. We reserve the right to refuse service if these times are not adhered to. On occasion we may need to hold you back to a later time to ensure the best possible level of service to all our guests.

Should you arrive more than 15 minutes after your booking time without notice, you may lose your table to another group or your reservation may be cancelled.

Tables are allocated on the day by the team and although we aim to seat you at a table in your preferred area of the venue, we cannot always guarantee this. Parties of 6 or more guests may be seated across two separate tables.

Cancellations and deposits

You may cancel your booking at any time within the cancellation window via our Booking Management Platform (access via email confirmation) or by contacting the bar directly. The cancellation window deadline differs by booking type as listed below:

  • Food and drink table bookings: up to 24 hours before the booking.
  • Drinks-only table bookings: up to 24 hours before the booking.
  • Private and exclusive-hire bookings: up to 14 days before the event, unless otherwise stated in the individual booking contract.
  • Bookings requiring card authentication: up to 24 hours before the booking, unless otherwise stated.

For private and exclusive-hire bookings, the individual booking contract will specify the applicable deposit, payment schedule and any booking-specific cancellation terms.

Where a deposit is expressly stated to be non-refundable in the agreed booking contract, the deposit will not ordinarily be refunded if the client cancels, subject to applicable law and any refund rights set out in these Terms & Conditions.

For other bookings, deposits will generally be refundable where we are unable to honour the booking, where we have made an error relating to the booking that the client does not wish to proceed with, or where the client has a legal right to a refund. We may also refund a deposit at our discretion.

Any cancellation charges or amounts retained must be consistent with the applicable booking contract, these Terms & Conditions and applicable law.

If a credit card authentication or deposit is required to complete your booking, we reserve the right to charge a cancellation fee of £x p/head if a cancellation is made after the Cancellation Window stated above, or if you do not show for your booking.

The application of the Consumer Contracts Regulations 2013. You do not have any right to cancel your Booking under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 because your Booking relates to the supply of catering or services related to leisure activities, where the contract provides for a specific date or period of performance.

Management reserves the right to refuse entry; a booking does not guarantee entry.

Alcohol may only be purchased or consumed by persons aged 18 years or over and photographic identification may be required. We reserve the right to refuse service of alcohol at our sole discretion.

Vouchers and promotional offers. Vouchers and promotional offers are not always valid on certain menus or at certain days or times of the year. Please contact us for more information or ask when you make a Booking. We reserve the right to change, amend or withdraw promotional offers at any time without prior notice.

Accessibility. If you or any member of a Booking party has any individual needs, such as reduced mobility, please advise us before making your Booking and we will be able to check if we are able to meet with your individual needs.

Guest behaviour. We politely request that you conduct yourself, and that you ensure that all guests visiting our premises under your Booking conduct themselves, appropriately at all times and comply with any requests and notices regarding conduct, health and safety (including observing any applicable social distancing measures) and respecting the premises, our neighbours, our employees and other guests. You, and all guests visiting our premises under your Booking, must not cause an unreasonable disturbance to other guests or our staff. Violent or threatening behaviour is not accepted on any of our premises.

We reserve the right to retain deposit monies and/or charge you for any damage caused by any member(s) of your party at the premises.

EXCLUSIVE HIRE – PAYMENT TERMS AND CANCELLATIONS

All private and exclusive-hire bookings are subject to the payment terms confirmed in the individual booking contract or written booking confirmation.

Deposit: A deposit of 20% of the total agreed booking fee is required to secure the booking. The deposit is non-refundable if the client cancels, subject to applicable law and any refund rights under these Terms & Conditions.

Remaining balance: The remaining 80% of the total agreed booking fee must be paid in full no later than 21 days (3 weeks) before the booking date. Once paid, the remaining balance is non-refundable if the client cancels, subject to applicable law and any refund rights under these Terms & Conditions.

Late payment: If payment is not received by the due date, we may remind the client that payment is outstanding. If payment remains outstanding for 5 days after the reminder, we reserve the right to cancel the booking in accordance with these Terms & Conditions and the individual booking contract.

Cancellation by Elevens Bar & Grill: If we are unable to honour an exclusive-hire booking, the provisions under “Our Rights to Cancel or Make Changes to Your Booking” will apply. Where we cannot provide a suitable alternative, or the client does not accept the alternative offered, advance payments will be refunded in accordance with that section and applicable law.

Any booking-specific payment arrangements agreed in writing will apply where they differ from the standard payment schedule above.

OUR RIGHTS TO CANCEL OR MAKE CHANGES TO YOUR BOOKING

In the event we are unable to honour your Booking for any reason, including (but not limited to) an act or event outside our reasonable control, such as riot, terrorist attack or war (or threat of either), fire, explosion, storm, flood or other natural disaster, pandemic or epidemic (including COVID-19), or any change to licensing conditions, licensing requirements or restrictions imposed by a licensing authority, police, government or other public authority, including changes made in connection with a major sporting or other event taking place in Cardiff city centre, or for operational or business reasons (for instance where premises need urgent repair or refurbishment or are closed, or where we do not have the capacity to accommodate you for any reason):

  • We will use our reasonable endeavours to provide you with an alternative table (or a table at an alternative premises) that meets your requirements
  • If we are unable to provide you with an alternative table (or table at an alternative premises) for whatever reason, or if you do not accept the alternative table or premises, the contract will be cancelled and you will receive a full refund of any payment you have made in advance in relation to your Booking.

We will endeavour to provide you with as much notice as reasonably possible if we have to cancel your Booking for any reason.

We may end the Booking contract if you break it. We may end the Booking contract at any time by writing to you at the email or postal address you provided to us at the time of Booking, or by cancelling your Booking with immediate effect and (if appropriate) ejecting you (or a member of your Booking) from our premises if:

  • You do not make any payment to us when it is due, and you still do not make payment within 5 days of us reminding you that payment is due
  • You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the table, for example, information about allergies or other specific guest requirements
  • You are otherwise in breach of these Terms & Conditions or the applicable booking contract.
  • You wilfully or negligently interrupt our business or the business of our other guests.

For private and exclusive-hire bookings, this provision applies notwithstanding any non-refundable deposit term in the individual booking contract. Where we are unable to honour the booking and cannot provide an alternative that the client accepts, advance payments will be refunded in accordance with this section and applicable law.

OUR LIABILITY TO YOU

All property is left or brought into our premises entirely at the owner’s risk. We do not accept any responsibility for the loss or damage to any property left or brought into our premises.

We are not liable for business losses. We only take Bookings for domestic and private use. If your Booking is made for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity, or loss or reputation and/or goodwill, or similar.

Indirect losses. We are not responsible for any loss or damage that was not reasonably foreseeable. Loss or damage is reasonably foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the Booking process.

Liability which cannot be excluded. Nothing in these terms and conditions shall exclude our liability for:

  • Personal injury or death caused by our negligence
  • Fraud or fraudulent misrepresentation
  • For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

HOW WE MAY USE YOUR PERSONAL INFORMATION

How we will use your personal information. Your privacy is important to us and we will endeavour to keep your personal information safe and secure. We will use the personal information you provide to us:

  • To supply the table to you and administer your Booking
  • To process your payment for your booking, where applicable
  • If you agreed to this during the Booking process, to inform you about similar products and services that we provide, but you may stop receiving these at any time by contacting us.

Pre-ordered food/drinks/packages

A pre-order is where we ask you and your guests to confirm your selection of food, drink or packages 10 days in advance of your reservation. You can do this online via our Booking Management Platform (access from booking confirmation email), where you can also add or amend any part of your booking. You can also contact the bar for assistance.

Elevens Bar & Grill reserves the right to adjust or change our menus and pricing without notice.

Allergies and Dietary Requirements   

You should always advise a member of the team of any special dietary requirements, including intolerances and allergies. Where possible, our trained staff will advise you on alternative dishes. However, while we do our best to reduce the risk of cross-contamination in the venue, we CANNOT guarantee that any of our dishes are free from allergens and therefore cannot accept any liability in this respect. Guests with severe allergies are advised to assess their own level of risk and consume dishes at their own risk.

Adjustments or changes requested to any of our menus will be considered, if possible or appropriate but cannot be guaranteed.

Elevens Bar & Grill reserve the right to amend any of these terms and conditions without notice.

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