Terms & Conditions

Liability

All information and documents provided within this website are provided without warranty of any kind. Distell Group Ltd assumes no liability or responsibility for any errors or omissions in the content of our website. Your use of this website is at your own risk. In no event will Distell Group Ltd be liable to any party for any direct, indirect, special or consequential losses or damages arising from the use of this website or any information contained therein or from accessing any other linked websites, including without limitation, loss of profit, business interruptions, loss of programs or other data on your information handling systems.

It is up to you to take such precautions as may be necessary to ensure that whatever you select for your use is free of things such as viruses and other items of destructive nature.

Third party links

This website contains links to third-party websites. The linked websites are not under the control of Distell Group Ltd and Distell Group Ltd is not responsible for the contents of any linked site or any link contained in a linked website. Distell Group Ltd is providing these links only as a convenience, and the inclusion of a link does not imply endorsement of the linked website by Distell Group Ltd.

 

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 Distell International 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 [Bunnahabhain Distillery, Port Askaig, Isle of Islay, PA46 7RP].  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.

 

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.

 

Group Bookings

Tours are strictly limited to a maximum of 16 persons.  Group numbers exceeding our maximum Tour size will need to be split into smaller groups, with a 15 minute interval between each Tour start time.  We cannot guarantee the availability of Tour guides for walk-in visitors, especially for large parties.

 

If a group is formed by persons under the age of 18, e.g. school groups, no alcohol will be sold to any person within the group.  This includes teachers, lead guides, drivers etc., even if half of them are over the age of 18, sales of alcohol will not be allowed to any member of the group.

 

A 50% non-refundable deposit is required to guarantee the booking. Payment should be made via a debit/credit card by phoning the Visitor Centre.

 

Invoicing of group bookings will only be available for those customers that have an account with us. Accounts will only be provided to companies that bring customers to us on a regular basis and have done so for more than a year.

 

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.

 

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

Sensible footwear is required.  High heels, flip-flops 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.

 

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

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.

 

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:

 

  • The 50% deposit already paid is non-refundable; unless we are able to re-sell your booking to other customers.
  • There will be no charge for cancellation of up to 5 individuals on the day of arrival and the transaction will be amended at the till;
  • In the event of a ‘no show’ you will be liable for the full cost .of the booking.

 

Cancellations of groups bookings (8 to 16 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.  In the event of cancellation by you, cancellation charges may be payable, as set out below:

 

  • The 50% deposit already paid is non-refundable;
  • There will be no charge for cancellation of up to 3 individuals on the day of arrival and the transaction will be amended at the till;
  • In the event of a ‘no show’ you will be liable for the full cost of the booking.

 

Refusal of Entry

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

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 inside production areas of the Distillery.

 

Visitor Conduct

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

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 outwith 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/.

 

COVID-19

In addition to our standard terms and conditions we have put in place the following procedures to keep you and our staff safe.

 

Bookings

Tours and warehouse experiences can only be booked by one household at a time with a maximum of 6 people per household. By making the booking online you confirm that the number in your party are from your household.

 

Preparation for Your Visit

3 days before your booking date you will receive an email from us with a reminder of the Health and Safety and what you need to do before arriving at the Distillery.

 

On Arrival

Please arrive to the meeting point outside the Visitor Centre 10min before your booked time. A member of staff will come to meet you.

 

You will be required to fill in a self-declaration form for you and anyone in your party. Visitors will not be allowed to join the Tours/Experiences without the form being completed in full.

 

Visitors are required to have their temperature checked on arrival and a member of staff will guide you through this.

 

Health and Safety

In addition to our standard Health and Safety procedures we have put in place the following procedures that you must adhere to:

 

  • Observe and maintain social distancing guidelines from the Scottish Government. Follow the information signs
  • All visitors will have to use hand sanitizer when entering and exiting the building.
  • PPE (Personal Protective Clothing) must be worn.
  • You and your party will be required to wear face coverings when entering the premises as per Scottish Government guidance for all retailers.
  • Face coverings are compulsory when booked on our Tours/Experiences. For this reason, anyone who has an underlying condition that prevents them from wearing a face covering will not be allowed in the production areas as it is a specific requirement due to this area being classified as a food and drink production area that PPE requires to be worn. Children under the age of 8 are already not allowed within the production areas for Health and Safety reasons.
  • Face visors can be worn as long as your nose and mouth are covered.
  • Maintain a two metre distance from our staff and other visitors.

 

We are not liable for visitors not being able to join the Tours/Experiences as a result of not having adequate PPE.

 

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).

 

Gathering Data

We will follow the Scottish Government guidelines and will keep this information for 21 days. We are required to pass this to the NHS. During this time, it will only be used only to contact you in case of an outbreak. After this time your data will be destroyed.

 

 

Contact Us

Address: Bunnahabhain Distillery, Port Askaig, Isle of Islay, PA46 7RP

Owner: Distell International Limited

Phone: +44 (0) 1496 840557

Email: info@bunnahabhain.com