Terms & Conditions | MAP Maison

MAP MAISON WEBSITE TERMS AND CONDITIONS

THESE TERMS
1. What these terms cover. These are the terms and conditions on which we supply our products and our experiences. The latter comprises a voucher which is then redeemable for an experience, and these terms and conditions also apply to that experience.
2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products and experiences to you, how you, and we, may change or end the contract, what to do if there is a problem, where you can find information about how we process your personal data and other important information. Once you have purchased a product or an experience with us, you are bound by these terms and conditions.
INFORMATION ABOUT US AND HOW TO CONTACT US
1. Who we are. We are MAP Maison Limited a company registered in England and Wales. Our company registration number is 09043987 and our registered office is at 321 Kingsland Road, London, E8 4DL. Our registered VAT number is 231678504.
2. How to contact us. You can contact us by writing to us at info@mapmaison.com and/or 321 Kingsland Road, London, E8 4DL.
3. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order and you consent to us processing and using your personal data in line with our Privacy Policy which can be found here.
4. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
OUR CONTRACT WITH YOU
1. How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
2. If we cannot accept your order. If we are unable to accept your order for any reason, we will inform you of this via email and will either not charge you or will refund your payment, if you have paid online. This might be because the product is out of stock, or the experience is no longer available because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have selected.
3. Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
4. We only sell to the UK. Our website is solely for the promotion of our products in the United Kingdom (“UK”). Unfortunately, we do not accept orders from or deliver to addresses outside the UK. Our experiences only take place at MAP Maison, 321 Kingsland Road, London, E8 4DL in the UK.
OUR PRODUCTS
1. Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary from those images. Occasionally if there is a shortage of an ingredient we may substitute it for another.
2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
OUR EXPERIENCES
1. Experiences may very slightly from their pictures and descriptions. Each Party, Masterclass or Afternoon Tea experience, and any additional experiences that we may offer from time to time, may vary from their description on the website, for instance we have a right to change or update the menu and we will confirm the change prior to your experience.
YOUR RIGHTS TO MAKE CHANGES
1. Products. If you wish to make a change to your order, for instance increase the number of products to be purchased, please contact us but refunds will not be available for products unless otherwise stated in these terms and conditions.
2. Experiences. Experience vouchers are non-refundable and will be valid for 12 months from purchase. This means that the voucher and the experience must be completed before the expiry of the 12 month period. In exceptional circumstances we may at our discretion extend the expiry date.
3. Where we can accommodate a change to your order, we will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product/experience, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
OUR RIGHTS TO MAKE CHANGES
1. Minor changes to the products or experiences. We may change the product and/or experience:
  1. to reflect changes in relevant laws and regulatory requirements; and
  2. to implement minor adjustments and improvements, for example a change to the food menu or changes to the experiences we are able to offer.
2. More significant changes to the products, experiences and these terms. In addition, as we informed you in the description of the products and experiences on our websites, we may make some changes to these terms, the products or the experiences, but if we do we will notify you and you may then contact us before the changes take effect. If you are not happy with the change then please let us know.
PROVIDING THE PRODUCTS
1. Confirmation of age. Please note that by accepting these terms and conditions when purchasing the products, you are confirming that you are aged 18 or over. Our courier delivery service provider will ask you, or the person accepting the products, to produce photographic Identification (“ID”) verifying the delivery recipient’s age before the products are presented on delivery. If the courier delivery service provider is not presented with photographic ID verifying the age of the recipient of the products, they may cancel the delivery and you will be responsible for the cost of the rearrangement of such delivery. To rearrange the delivery please contact customer services on 020 7241 1441 or email us at info@mapmaison.com.
2. Delivery and costs. The delivery of the products will be carried out by a courier service company of our choice. The costs of delivery will be as displayed to you on our website. The times quoted for delivery of the products on our website are estimates only.
3. When we will provide the products. During the order process we will let you know when we intended to provide the products to you and we will confirm by sending you a follow up email confirming the details of dispatch.
4. We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our reasonable control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
5. Collection by you. If you have asked to collect the products from our premises, you can collect them from us at any time during our working hours of 10am and 6pm on weekdays (excluding public holidays).
6. If you are not at home when the product is delivered. If no one over the age of 18 is available at your address to take delivery, our courier will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
7. If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot or Post Office we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and Clause 10.2 will apply.
8. Your legal rights if we deliver products late. Time for delivery shall not be of the essence. You have legal rights if we deliver any products late. If we miss the delivery deadline for any products then you may treat the contract as at an end straight away if any of the following apply:
  1. we have refused to deliver the products;
  2. delivery within the delivery deadline was essential (taking into account all the relevant circumstances) and you told us before we accepted your order that this was the case.
9. Ending the contract for late delivery. If you are entitled to treat the contract as at an end for late delivery under Clause 8.8, you can cancel your order for any of the products or reject products that have been delivered. If you wish, you can reject or cancel the order for some of those products (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled products and their delivery. If the products have been delivered to you, you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 020 7241 1441 or email us at info@mapmaison.com for a return label or to arrange collection.
10. When you become responsible for the products. The product will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.
11. When you own products. You own a product once we have received payment in full.
12. Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
  1. update the product to reflect changes in relevant laws and regulatory requirements;
  2. make changes to the product as requested by you or notified by us to you (see Clauses 6 and 7).
13. Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it while your order is outstanding, or tell you we are going to suspend it, in each case for a period of more than a calendar month and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
PROVIDING EXPERIENCES
1. Confirmation of attendance. You must confirm your attendance at least 48 hours before your booking by sending an email to info@mapmaison.com quoting your booking confirmation number.
2. Cancellation and rearranging. If you wish to cancel your experience altogether please see Clause 11 below. Refunds or an exchange can be made on unused vouchers only. If you wish to cancel and rearrange an experience after it has been booked please email or phone us, using the email address or phone number provided in your booking confirmation email, to confirm you can no longer attend at least 72 hours before your booking. We are unable to accept any changes to bookings unless they are notified to us at least 48 hours in advance and we will be entitled to charge you a cancellation fee using the payment details provided at the point of booking, if the cancellation is not confirmed within the specified period. The rebooking of any cancelled experience is at our discretion, therefore any new date will need to be agreed by us. If we have to cancel the experience, where possible, we will get in contact and arrange to re-book your experience at a mutually agreed time.
3. Refunds. Refunds can only be made to the purchaser and the monies will be refunded directly to the original method of payment. Refunds cannot be given on expired, extended or exchanged vouchers.
4. Timing on the day of event. Please arrive at least 15 minutes prior to your allotted booking time. If you are going to be late, please contact us to let us know as soon as practicably possible.
5. Confirmation of age. Please ensure that each participant in your booking brings photographic ID to be presented to us on arrival. Please note that by accepting these terms and conditions you are confirming that individuals on your booking are aged 18 or over.
6. Redeeming voucher. Once the voucher holder has contacted us to book the experience slot, the voucher will be confirmed to have been redeemed. Your voucher can only be redeemed against the exact experience it was purchased for, i.e. if purchased for the Afternoon Tea experience, the voucher can only be redeemed for the Afternoon Tea experience. Please note that every attempt is made to accommodate your preferred time slot however it is not guaranteed. Once your time slot has been confirmed, you will receive a confirmation email with all the details from our reservation team. The voucher can only be redeemed once and is valid for 12 months after confirmed purchase. The voucher is an e-voucher so can either be printed or presented to us on your smart phone or device on arrival.
7. Reasons we may suspend the provision of experiences to you. We may have to suspend the provision of an experience to make changes to an experience, for instance to update it or to adhere to relevant laws and regulatory requirements or due to unforeseen circumstances.
8. Your rights if we suspend experiences. We will contact you in advance, where possible, to tell you we will be suspending supply of an experience. If we do and the suspension is for more than a calendar month, you may contact us to end the contract and we will refund any sums you have paid in advance for the experience. This will be the limit of our responsibility.
OUR RIGHTS TO END THE CONTRACT
1. We may end the contract if you or a participant in an experience breaks it. We may end the contract for a product at any time by writing to you if you do not, within a reasonable time, allow us to deliver the products to you or collect them from us. We may end the contract for an experience if you or any participant breaches any of the terms and conditions herein or if our staff deem the actions of you or one of the participants to be offensive, dangerous, those of someone who is excessively inebriated, in breach of our alcohol licence or unacceptable.
2. You must compensate us if you break the contract. If we end the contract in the situations set out in Clause 10.1 we will refund any money you have paid in advance for products we have not provided. However, if it relates to an experience, which is part completed, we will not be required to offer a refund. In either case we may deduct or charge you a reasonable compensation for the net costs we will incur as a result of your/the participant breaking the contract, as compensation for the net costs we will incur as a result.
3. We may withdraw a product or an experience. We may write to you to let you know that we are going to stop providing a product or an experience. We will let you know as soon as possible in advance of our stopping the supply of the product, or the date of a scheduled experience, and will refund any sums you have paid in advance for products or the experience which will not be provided.
YOUR RIGHTS TO END THE CONTRACT

You can end your contract with us in certain circumstances. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
1. If what you have bought is faulty or mis-described you may have a legal right to end the contract (or to get the product repaired or replaced or an experience re-performed or to get some or all of your money back), see Clause 11;
2. If you want to end the contract because of something we have done or have told you we are going to do, see Clause 11.1;
3. If you have just changed your mind about the product or about purchasing the experience, see Clause 11.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any products; and
4. In all other cases (if we are not at fault and there is no right to change your mind), see Clauses 11.4 and 12.
Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at Clauses 11.2.1 to 11.2.5 below the contract will end immediately and we will refund you in full for any products or experience which have not been provided and you may also be entitled to compensation. The reasons are:
1. we have told you about an upcoming change to the product or experience or these terms which you do not agree to;
2. we have told you about an error in the price or description of the product or experience you have ordered and you do not wish to proceed;
3. there is a risk that supply of the product or the experience may be significantly delayed because of events outside our control;
4. we have suspended supply of the product or experience for technical or other reasons, or notify you we are going to suspend them for technical or other reasons; or
5. you have a legal right to end the contract because of something we have done wrong.
Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products including vouchers for experiences bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
When you don’t have the right to change your mind. You do not have a right to change your mind in respect of products that have been consumed or vouchers for experiences that have been redeemed. Products must be returned unopened and in good condition. Experiences must not have been used.
How long do I have to change my mind? For both products and experiences, you will have up to and including 14 days after purchase to change your mind.

HOW TO END THE CONTRACT WITH US WHERE YOU HAVE CHANGED YOUR MIND or Have a RiGHT TO DO SO AND YOUR RIGHTS
1. Tell us you want to end the contract. To end the contract with us, please let us know why and do one of the following:
  1. Email. Email us at info@mapmaison.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
  2. By post. Write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
2. Returning products/experience vouchers after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the products in person to where you bought them, post them back to us at 321 Kingsland Road, London, E8 4DL or (if they are not suitable for posting) allow us to collect them from you. Please email us at info@mapmaison.com for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the products within 14 days of telling us you wish to end the contract. All products must be returned unopened and in good condition to qualify. Where an experience is cancelled we may require you to return the voucher or destroy it. Please see Clause 11.4 for the provisions relating to when you do not have the right to change your mind and receive a refund.
3. When we will pay the costs of return. We will pay the costs of return if:
  1. the products are faulty or mis-described; or
  2. you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
  3. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
4. What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.
5. How we will refund you for products and experiences. We will refund you the price you paid for the products or experiences including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
6. Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
  1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
  2. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
7. When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
  1. In the case of products, if we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see Clause 12.2.
  2. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind providing this is done within the right to cancel period.
IF THERE IS A PROBLEM WITH A PRODUCT or experience
1. How to tell us about problems. We welcome your feedback on our products and experiences, so if you have any questions or complaints about a product or an experience, please contact us. If you have a problem on the day of an experience, please bring it to the attention of the on duty manager as soon as possible so we can endeavour to correct the problem as soon as possible. If your complaint is not resolved on the day, or feedback is not urgent, you can write to us at info@mapmaison.com or 321 Kingsland Road, London, E8 4DL. When you get in contact, please provide your voucher number, date of your experience and who you spoke to from our team on the day. Alternatively, please speak to one of our staff in-store.
2. Summary of your legal rights. We are under a legal duty to supply products and experiences that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product/experience. Nothing in these terms will affect your legal rights.
3. Your obligation to return rejected products: If you wish to exercise your legal rights to reject products within 14 days of purchase, you must either return them in person to our registered address (321 Kingsland Road, London, E8 4DL – if the products are not suitable for posting) or post them back to us, using the same address. The cost of returning the products for exchange or refund will not be borne by us and we strongly recommend that a secure delivery service such as Royal Mail Special Delivery (with postal insurance as appropriate) is used as the products cannot be refunded until they are received by us.

Summary of your key legal rights:

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website: www.adviceguide.org.uk or call 03454 04 05 06.

If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.

b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

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