townandcountrycollective.co.uk

Terms & Conditions

Last updated: April 2026

1. About Us

Town & Country Collective operates a group of three hotels and one café based in Wales. These Terms & Conditions ("Terms") govern your use of our website at townandcountrycollective.co.uk and any bookings or purchases made through it.

By accessing our website or making a booking, you agree to be bound by these Terms. Please read them carefully before proceeding.

If you have any questions, please contact us before completing a booking.

2. Definitions

"We", "us", "our" refers to Town & Country Collective.

"You", "your" refers to the person making a booking, registering an account, or using our website.

"Booking" refers to any reservation made for accommodation, a café table, a gift voucher, or an event/private hire through our website.

"Account" refers to a registered user account on our website, used to manage bookings and participate in the Loyalty Programme.

"Loyalty Programme" refers to the Town & Country Collective points-based rewards scheme described in Section 9.

3. Bookings & Reservations

3.1 Hotel Accommodation

All hotel room bookings are subject to availability. A booking is only confirmed once you have received a written confirmation from us by email.

The rate applicable at the time of booking will be honoured. We reserve the right to adjust pricing for future bookings at any time.

3.2 Table Reservations

Table reservations at our café are subject to availability. We will make every effort to seat you at your requested time; however, during busy periods, a short wait may be required.

We ask that you notify us as soon as possible if you are unable to keep your reservation so we may offer the table to other guests.

If after 20 minutes past the reservation start time the table is not ready to be seated it will become a no-show and follow the cancellation terms below

3.3 Events & Private Hire

Bookings for events and private hire are subject to a separate agreement which will be provided to you at the time of enquiry. The terms of that agreement will apply alongside these Terms.

3.4 Gift Vouchers

Gift vouchers are valid for 6 months from the date of purchase unless otherwise stated. Vouchers are non-refundable and cannot be exchanged for cash. Lost or stolen vouchers cannot be replaced.

Vouchers may be used against accommodation, restaurant and bar purchases, or event bookings across our properties.

3.5 Third-Party Booking Platforms

Rooms and services may also be available to book via third-party platforms such as Booking.com or Expedia. Where a booking is made through a third-party platform, that platform's own terms and conditions will apply in addition to these Terms. We are not responsible for the content, accuracy, or policies of third-party platforms.

If you have an issue with a booking made via a third-party platform, we recommend contacting both us and the platform directly.

4. User Accounts

4.1 Registering an Account

You may register for an account on our website to manage your bookings and participate in our Loyalty Programme. You must be aged 18 or over to register.

When registering, you agree to provide accurate, current, and complete information. You are responsible for keeping your account details up to date.

4.2 Passwords & Security

You are responsible for maintaining the confidentiality of your account login credentials, including your password. You must not share your password with any other person or allow anyone else to access your account.

You should choose a strong, unique password and change it if you believe your account security has been compromised. We recommend using a combination of upper and lower case letters, numbers, and symbols.

You are responsible for all activity that takes place under your account. If you suspect any unauthorised access to your account, please contact us immediately and change your password without delay.

We will never ask you for your password by email, phone, or any other means. If you receive such a request, please do not respond and notify us straightaway.

4.3 One Account Per Person

Each person may hold only one account. We reserve the right to close duplicate accounts and transfer any associated loyalty points to the primary account at our discretion.

4.4 Account Suspension & Closure

We reserve the right to suspend or permanently close an account if we reasonably believe it has been used fraudulently, abusively, or in breach of these Terms.

You may close your account at any time by contacting us. Upon closure, any accumulated loyalty points will be forfeited and cannot be reinstated.

5. Payment

We accept a range of payment methods including major debit and credit cards. The specific payment terms that apply to your booking (including whether full payment or a deposit is required at the time of booking) will be made clear to you during the booking process before you confirm.

Where a deposit is taken, the remaining balance will be due as specified at the time of booking.

All prices are quoted in pounds sterling (GBP) and include VAT where applicable.

6. Cancellation & Amendments

6.1 Hotel Accommodation

Cancellation terms vary depending on the rate type selected at the time of booking. The specific cancellation policy applicable to your reservation will be clearly displayed before you confirm your booking and included in your confirmation email.

Please review your confirmation carefully. Some rates may be non-refundable.

6.2 Table Reservations

We ask for as much notice as possible for cancellations or changes to table reservations. For large group bookings (of 6 or more), we require a minimum of 24 hours' notice and there will be a charge of per cover.

6.3 Events & Private Hire

Cancellation terms for events and private hire are set out in the individual hire agreement provided to you at the time of booking.

6.4 How to Cancel or Amend

To cancel or amend a booking, please contact us directly by email or telephone as soon as possible. Details can be found on the relevant property page of our website, or the app which you made the booking through.

7. Promotional Offers & Discount Codes

From time to time we may offer promotional rates, discount codes, or special offers through our website or marketing communications.

The following general conditions apply to all promotions unless stated otherwise:

• Offers are subject to availability and may be withdrawn at any time without notice
• Only one promotional code or discount may be applied per booking unless explicitly stated
• Offers cannot be combined with each other or applied retrospectively to existing bookings
• Promotions are non-transferable and have no cash value
• We reserve the right to refuse or cancel a booking made using a promotional code if we believe it has been used fraudulently or in breach of the offer terms

Specific terms for individual promotions will be displayed alongside the relevant offer.

8. Age Restrictions

You must be aged 18 or over to make a booking on our website, register for an account, or participate in the Loyalty Programme.

The sale of alcohol is subject to licensing law. We operate a Challenge 25 policy across all our properties. If you appear to be under the age of 25, you may be asked to provide valid photographic proof of age before alcohol is served. Accepted forms of ID include a valid passport, UK driving licence, or PASS-accredited proof of age card.

We reserve the right to refuse the service of alcohol to any person who cannot provide satisfactory proof of age, or who we believe to be intoxicated.

9. Loyalty Programme

9.1 Overview

The Town & Country Collective Loyalty Programme allows members to earn points on eligible spending across our properties. Membership is free and open to individuals aged 18 and over.

By enrolling in the Loyalty Programme, you agree to these Terms and any additional programme terms provided at the time of registration.

9.2 Earning Points

Members earn points for every pound sterling spent on eligible food and drink purchases at our restaurant and bar. The current points earn rate will be displayed on our website.

Points are credited to your account following a qualifying transaction. Points are non-transferable and cannot be earned on behalf of another member.

The following are not eligible for points:

• Purchases made using loyalty points as payment
• Gift voucher purchases
• Accommodation or event bookings
• Service charges or gratuities
• Any purchases made prior to enrolment in the programme
• Purchases not shown loyalty card at time of sale

9.3 Redeeming Points

Accumulated points may be redeemed against rewards listed on our loyalty page only.

The redemption value of points will be displayed in your account and at participating venues. We reserve the right to adjust the earn and redemption rates at any time, with reasonable notice provided to members.

Points have no cash value and cannot be exchanged for cash, transferred to another person, or combined with another member's points.

9.4 Points Expiry

Points will expire if there is no qualifying activity on your account for a period of 24 months. 'Activity' means any eligible purchase that earns or redeems points.

We will endeavour to notify you before your points are due to expire, but it is your responsibility to ensure your account remains active. Expired points cannot be reinstated.

9.5 Changes to the Programme

We reserve the right to change, suspend, or discontinue the Loyalty Programme at any time. Where possible, we will give members reasonable advance notice of any significant changes. Continued participation in the programme following any changes constitutes acceptance of the updated terms.

10. Check-in & Check-out

Standard check-in and check-out times vary by property and will be confirmed in your booking confirmation. Early check-in and late check-out may be available on request and subject to availability and any applicable additional charge.

Valid photo ID may be required at check-in.

11. Property Rules & Guest Conduct

We expect all guests to behave respectfully towards staff, other guests, and our properties. We reserve the right to refuse service or ask a guest to leave, without refund, if their behaviour is deemed unacceptable or disruptive.

Specific house rules, including policies on smoking, pets, and noise, vary by property and will be provided at the time of booking and displayed at each venue.

12. Accessibility & Special Requirements

We are committed to making your stay or visit as comfortable as possible. We welcome guests with accessibility needs and are happy to discuss arrangements in advance to help us accommodate you.

If you or a member of your party has any accessibility requirements, dietary needs, allergies, or other special requests, please let us know at the time of booking or as soon as possible.

While we will make every reasonable effort to fulfil requests, we cannot guarantee that all requirements can be met at every property. Please contact us directly to discuss your specific needs before confirming your booking.

Our properties are located across Wales and individual accessibility provision varies by site. We are happy to provide full details of access arrangements for any specific property on request.

13. Force Majeure

We will not be liable for any failure or delay in performing our obligations under these Terms where that failure or delay results from circumstances beyond our reasonable control ("ForceMajeure Event").

Force Majeure Events include but are not limited to:

• Extreme or severe weather conditions
• Natural disasters, fire, or flood
• Pandemic, epidemic, or public health emergency
• Acts of terrorism or civil unrest
• Industrial action or strikes
• Failure of utilities or telecommunications infrastructure
• Government action, regulation, or legislation

In the event of a Force Majeure Event, we will notify you as soon as reasonably practicable and will use reasonable endeavours to minimise the impact on your booking. Where a booking cannot proceed due to a Force Majeure Event, we will work with you to reschedule or, where rescheduling is not possible, consider an appropriate remedy on a case-by-case basis.

Nothing in this clause affects your statutory rights as a consumer.

14. Liability

We take reasonable care to ensure the safety and comfort of our guests. However, we cannot accept liability for:

• Loss, damage, or theft of personal belongings on our premises
• Any loss or inconvenience resulting from a Force Majeure Event as described in Section 13
• Inaccuracies on third-party websites or booking platforms

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation, or for any matter where it would be unlawful to do so.

Our total liability to you arising out of or in connection with a booking shall not exceed the total amount paid by you for that booking.

15. Website Use

We make every reasonable effort to ensure the information on our website is accurate and up to date. However, we do not guarantee that all content is free from errors or omissions. We reserve the right to change prices, availability, and information at any time without prior notice.

Our website may contain links to third-party websites. These are provided for your convenience only and we have no control over their content. We accept no responsibility for any third-party websites.

16. Privacy & Data

We collect and process personal data in connection with your bookings, account, loyalty membership, and use of our website. How we handle your data is set out in our Privacy Policy, available on our website at townandcountrycollective.co.uk/town-and-country-privacy-policy/. By making a booking or registering an account, you acknowledge that you have read and understood our Privacy Policy.

17. Governing Law

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the law of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales.

18. Changes to These Terms

We may update these Terms from time to time. The current version will always be available on our website. We will notify registered account holders of any significant changes by email where possible. Continued use of our website or services following any changes constitutes your acceptance of the updated Terms. Bookings already confirmed will be governed by the Terms in force at the time of booking.

19. Contact Us

If you have any questions about these Terms & Conditions, please contact us via: dataprotection@townandcountrycollective.co.uk