Effective Date: 3 August 2025
Last Updated: 3 August 2025
At The Wine Factor, we aim to deliver exceptional service and flexibility across all aspects of our business — whether you're dining with us, attending an event, ordering wine online, or subscribing to regular deliveries. This Cancellation Policy explains how and when you can modify or cancel different types of purchases and bookings.
1. General Cancellation Terms
You may cancel bookings, orders, or subscriptions according to the specific terms outlined below.
All cancellation requests must be submitted through the method used for booking or purchasing (website, phone, or in person) or by contacting us directly at:
📧 thewinefactorltd@gmail.com
📞 020 8524 6035
2. In-Venue Reservations & Private Hire
2.1 Table Reservations (Bar & Restaurant)
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Cancellations must be made at least 24 hours in advance to avoid any penalty.
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Cancellations made with less than 24 hours’ notice may be subject to a £10 per person cancellation fee, particularly for groups of 4 or more.
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No-shows may be charged in full for any pre-ordered food or special menus.
2.2 Special Events (e.g., Wine Tastings, Live Music, Karaoke Nights)
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Event tickets can be cancelled or transferred up to 48 hours before the event for a full refund or credit note.
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Cancellations within 48 hours are non-refundable, unless the event is fully booked and we are able to re-sell your ticket.
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Ticket transfers to another person are allowed — please notify us of the name change in advance.
2.3 Private Venue Hire / Large Group Bookings (10+ guests)
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A non-refundable deposit is required to confirm your booking.
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You may cancel or amend the booking up to 7 days before the event with no further charges.
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Cancellations within 7 days will incur a charge of 50% of the agreed total spend.
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Cancellations within 48 hours or no-shows will be charged 100% of the agreed total spend or catering cost.
3. Online Shop Orders
3.1 Standard Orders (Retail Products – Wine, Beer, etc.)
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You can cancel your order within 12 hours of purchase, provided it has not already been shipped.
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Once dispatched, the order is considered complete, and cancellation is no longer possible.
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You may still return items in accordance with our Returns & Refunds Policy (link placeholder).
4. Subscription Orders
Some items in our store may be offered on a subscription basis — including curated wine or beer boxes.
4.1 Subscription Details
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Subscriptions are billed based on the frequency you select (e.g., monthly, quarterly).
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Your payment details will be securely stored and automatically charged unless cancelled.
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Some subscriptions are auto-renewing unless otherwise stated.
4.2 How to Cancel
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You may cancel or pause your subscription at any time, without penalty.
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Changes can be made through links in your confirmation emails or by logging into your account on our website.
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If a charge has already been made and the product dispatched, the cancellation will apply to the next billing cycle.
5. Pre-Orders
We occasionally offer pre-orders on limited-release wines, exclusive tasting boxes, or promotional event bundles.
5.1 Payment & Fulfilment
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Pre-orders may require full payment, a partial deposit, or no payment at checkout.
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Your payment method may be stored securely and charged when the item is available.
5.2 Cancellation Terms
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You may cancel a non-fulfilled pre-order at any time for a full refund.
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Once the item has been shipped or collected, the order is final — you must refer to our Returns Policy for next steps.
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For pre-orders involving perishable goods or event tickets, cancellation may not be possible after fulfilment.
6. Try Before You Buy
We offer “try before you buy” opportunities on select products (e.g., premium wine selections, tasting boxes).
6.1 Terms of Trial
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Your payment method will be pre-authorized at the time of checkout but not immediately charged.
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You will have a trial window (typically 5–7 days from delivery) to sample the product.
6.2 Cancellation or Return
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If you choose to return the product within the trial window, you will not be charged.
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If no return is initiated by the end of the window, your payment method will be charged for the full value of the item.
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Return shipping is at the customer’s cost unless the product was defective or incorrect.
7. Gift Cards & Vouchers
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Digital or physical gift cards cannot be cancelled or refunded after purchase.
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Gift cards are non-transferable for cash and must be used for products or services offered by The Wine Factor.
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Lost or stolen gift cards cannot be reissued.
8. Event Cancellation by The Wine Factor
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We reserve the right to cancel or postpone an event due to unforeseen circumstances (e.g., staff illness, weather, low attendance, or venue issues).
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In such cases, a full refund or transfer to an alternative date will be offered.
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We are not responsible for any additional costs incurred (e.g., travel, accommodation).
9. Refund Processing Times
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Approved refunds (for cancellations or returns) will be processed within 5–10 working days to your original payment method.
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Depending on your bank, funds may take additional time to appear on your statement.
10. How to Cancel or Amend Your Order
To cancel a booking, order, or subscription:
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Online orders: Use the "Manage My Order" link in your confirmation email or log into your account.
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Email us at: thewinefactorltd@gmail.com
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Call us on: 020 8524 6035
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Or visit us in person at: 75 Station Road, London E4 7BU
11. Legal & Final Provisions
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This Cancellation Policy is governed by and construed in accordance with the laws of England and Wales.
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Any disputes relating to this policy will be subject to the exclusive jurisdiction of the courts of England.
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This policy forms part of our wider Terms & Conditions and Privacy Policy, which also apply.
Need Help?
If you have questions about your cancellation eligibility or process, contact us at:
📧 thewinefactorltd@gmail.com
📞 020 8524 6035
We’re here to help and will always do our best to find a fair and timely resolution.