A booking is regarded as provisional until we have received a non-refundable deposit of £10 per adult per booking. This deposit is payable for all bookings of Sunday Lunches and Special Occasion bookings. Once the deposit for your booking is received and you receive your booking confirmation, your booking then becomes subject to our cancellation policy as set out below. Afternoon Teas must be paid for in full when booking online, and are subject to the same cancellation policy.
Settlement of the final bill and our services will be due on the date of your booking in the Phoenix Kitchen via cash or card. The balance due will be made up of your chosen menu, plus any additional purchases not included with in the chosen menu price. It will be minus the initial deposit paid at the time of booking of £10 per adult. This final balance will be required in full and no partial or part payment will be accepted. Please note that payments by cheques will also not be accepted as a form of payment.
By purchasing a product or service via our digital services, you agree that all information relating to guest numbers, additional information such as allergen and dietary requirements and all other information submitted via our booking form is correct and that you indemnify the Phoenix Kitchen from any miss delivery of service if disputed in relation to information not received by us from you.
Please be aware that despite the best professional practice, our kitchen uses all major allergens and although all due care and attention will be given to accommodate all dietary and allergen requests, we cannot 100% guarantee that our offering will be free of all ingredients.
We ask that you arrive in good time for your booking at your chosen date and time. If for whatever reason you are unable to arrive on time for your booking, you must make every effort to notify us of your delay. If you fail to notify us and/or are greater than 30 minutes from the time initially booked, you will forfeit your table. The Phoenix Kitchen will then conclude you no longer wish to proceed with your booking and you will subsequently lose your booking deposit. If you then arrive after the 30-minute cut off without any prior notification, you are aware that you become subject to regular walk-in customer policy. This means that you may be asked to a wait for a suitable table, and understand that we may no longer be able to provide you with your pre-booked menu and/or offering. The Phoenix Kitchen also reserves the right to keep the initial deposit made by you at the time of your booking and you subsequently acknowledge that the Phoenix Kitchen management hold the right to discretion as to whether you may transfer the deposit to your new bill or services.
You reserved the right to amend the information submitted to us at the initial booking 7 days prior to the date and time of your booking. This excludes cancellations, please refer to our cancellations policy for further guidance. To make any amendments you must contact via telephone 01296 730252 or email [email protected] quoting your booking name or booking reference and detailing any amendments relevant to your booking. Please be aware that additional charges may apply, and you will be notified of any additional charges applicable to your booking at the time of amendment.
Our Advertised menus for our Afternoon Teas or Sunday lunches are for example purposes only and choices and options on the day of your booking may differ from the menu advertised. We will ensure that any deviation from the example menus will be as close to the original as possible. Our Special Occasion menus are designed, costed, and published in advance. Whilst we endeavour to keep our offering as advertised or avoid any alterations to our Special Occasion menu, we reserve the right to make changes at any time to any of our published menus. We will try our utmost to notify you of any changes prior to your visit via the contact information provided by you at your initial booking.
All bookings are subject to our cancellation policy. The details of our cancellation policy are as below:
Any, and all, cancellations must be made prior to your booking via telephone and followed up in writing via email and will be subject to following charges. All phone calls must be made to 01296 730252 and written correspondence sent to [email protected]
In the unlikely event that we have to cancel your booking for any reason we will contact you via the contact information provided at the time of your initial booking. We will contact you both verbally and in writing and you will be offered either a full refund of any and all money paid via deposit or otherwise. Or alternatively we will work with you to rearrange your booking for a later date.
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