Guest Upgrades Delivery Policy
Last Updated: 20 March 2025
1. Introduction & Scope
1.1 This Guest Upgrades Delivery Policy (“Policy”) explains the terms and conditions under which The Upgrade Authority Ltd (“we,” “us,” or “our”) arranges and delivers certain additional items or services (“Guest Upgrades”) to guests staying in our managed accommodation units (collectively, “you” or “guest”).
1.2 Guest Upgrades may include, but are not limited to:
- Alcoholic beverages (e.g., Champagne, wine, craft beer)
- Snacks, food items, and/or grocery-type products
- Additional toiletries or convenience items
- Any other items or services offered through our online portal, website, email, or other approved channels
1.3 By submitting a request or otherwise indicating your desire to purchase and/or receive any of the Guest Upgrades, you agree to be bound by this Policy.
1.4 Definitions
For the purposes of this Policy, the following definitions apply:
- Booking: The arrangement or reservation made by you to stay in one of our managed accommodation units.
- Portal: Any online platform, website, application, or system through which Guest Upgrades are listed, offered, or requested.
- Vendor: Any third-party retailer, wholesaler, merchant, or licensed seller from whom we obtain items on your behalf. We do not hold a formal partnership or exclusivity agreement with any Vendor, and we may select or change Vendors at our discretion.
- Delivery: The act of transporting Guest Upgrades from the Vendor to your specified accommodation unit or designated location.
2. Our Role: Courier vs. Vendor
2.1 Courier Only: We do not sell, supply, or retail alcohol or other regulated items ourselves. We act solely as a courier on your behalf, collecting items from licensed Vendors who legally hold the right to sell such products.
2.2 Vendor as Point of Sale: Any sale or supply of alcohol or other regulated items is conducted directly between you and the Vendor. We merely facilitate delivery and are not responsible for the legality or legitimacy of the underlying transaction beyond the scope of this Policy.
2.3 No Formal Partnership or Guarantee: While we strive to select reputable Vendors, we do not guarantee the availability, quality, pricing, or legality of any items offered. We hold no formal partnership or exclusive arrangement with any individual Vendor.
3. Age Verification & Legal Compliance
3.1 Minimum Age Requirement: By requesting any alcoholic beverage, you confirm that you (and any other intended recipients) are at least 18 years of age.
3.2 ID Checks: Our delivery personnel and/or the Vendor may request valid photo identification (e.g., passport, driving licence, or PASS card) upon delivery. Failure to produce acceptable ID may result in refusal of delivery without refund (at the Vendor’s discretion).
3.3 Legal Framework: This Policy operates in accordance with the Licensing Act 2003 (as amended) and all relevant regulations in the United Kingdom. You agree to comply with all applicable laws regarding the purchase, possession, and consumption of alcohol and other regulated products.
3.4 Refusal of Delivery: We, or the Vendor, reserve the right to refuse or cancel an order if there is reasonable suspicion of misuse, illegal activity, or provision of alcohol to individuals under 18.
4. Ordering Process & Availability
4.1 Placing a Request: You may request Guest Upgrades via our online portal, mobile application, email, or any other approved communication channel.
4.2 Pre-Authorised Payment: Your payment method will be pre-authorised (not immediately charged). We will only finalise payment after confirming that the Vendor can fulfil your request.
4.3 Confirmation & Availability: If the Vendor cannot provide the requested item(s) due to stock, licensing restrictions, or any other reason, you will be notified as soon as possible. No payment will be processed, and no delivery will be made.
4.4 Alternative Options: Where appropriate, we may offer alternative products if your initial choice is unavailable. You are not obligated to accept a substitute.
4.5 Charge Authorisation: By placing a request, you authorise us to charge your payment method the agreed-upon amount once availability is confirmed.
5. Delivery Logistics & Times
5.1 Delivery Window: We currently offer deliveries Monday–Friday, 9 AM – 4 PM (local time). Requests outside these hours will be processed the following delivery day unless otherwise stated.
5.2 Location & Access: It is your responsibility to ensure the delivery location is accessible, safe, and free of any obstructions. If our driver cannot access your accommodation due to locked doors, security protocols, or other hindrances, delivery may be delayed or cancelled.
5.3 Delivery Completion: Once delivered to your accommodation or personally handed to you (or a member of your party), the goods are deemed “delivered,” and you assume all risk and responsibility.
5.4 Missed Deliveries: If you are unavailable at the time of delivery or refuse delivery, and re-delivery is not feasible, we or the Vendor may treat the order as cancelled. Refunds, if any, will be at the discretion of the Vendor.
6. Fees & Charges
6.1 Included Markup: All costs related to your chosen Guest Upgrades, including the item’s base price, any markup to cover delivery, our administrative services, and relevant taxes, are consolidated into a single, final price. We do not provide an itemised breakdown of these individual charges.
6.2 Pricing Variations: Prices may vary depending on availability, seasonal factors, or the Vendor’s own pricing adjustments. All final charges reflect the agreed-upon amount at the time you place your request.
6.3 No Additional Disclosure: By submitting a request, you acknowledge and accept that the final amount includes our own margin or markup, and no further information regarding cost allocation will be provided.
7. Cancellation, Refunds & Returns
7.1 Cancellation by You: If you wish to cancel your request, please contact us as soon as possible. Once the Vendor has begun processing the order, cancellation may not be feasible.
7.2 Cancellation by Us or the Vendor: We or the Vendor may cancel the order if we suspect fraudulent activity, age-related non-compliance, lack of availability, or any breach of this Policy.
7.3 Refunds:
- Unavailability or Vendor Cancellation: If the item is unavailable or your order is cancelled before delivery, you will receive a full refund.
- ID Issues: If delivery is refused due to your inability to provide valid ID or being under 18, no refund will be given (subject to the Vendor’s policy).
- Product Quality or Defects: For quality or defect issues with the delivered products, please contact us or the Vendor promptly. Refunds or replacements may be subject to Vendor terms.
7.4 Returns: Due to the nature of perishable and regulated items, returns are generally not accepted unless the product is incorrect, damaged, or defective upon arrival.
8. Allergies, Dietary & Health Concerns
8.1 Your Responsibility: It is your responsibility to inform us or the Vendor of any allergies, intolerances, or dietary restrictions you may have.
8.2 No Guarantee: While we will communicate your concerns to the Vendor, neither we nor the Vendor guarantee the absence of allergens or cross-contamination.
8.3 Health & Safety: Please consume alcoholic beverages responsibly. We encourage guests to follow recommended health guidelines and consult with medical professionals if needed.
9. Liability & Indemnity
9.1 General Liability: To the fullest extent permitted by law, we shall not be liable for any direct, indirect, incidental, consequential, or punitive damages arising out of or in connection with the purchase, delivery, possession, or consumption of Guest Upgrades.
9.2 Limitations: Our maximum liability for any valid claim under this Policy shall be limited to the total amount paid by you for the specific Guest Upgrades in question.
9.3 Third-Party Products: We do not manufacture or produce any of the items delivered. You agree to hold us harmless against any and all claims relating to the quality, safety, labelling, or legality of any products supplied by a Vendor.
9.4 Indemnity: You agree to indemnify and defend us against all claims, liabilities, damages, losses, or expenses (including legal fees) arising from your breach of this Policy or your illegal or unsafe use of any delivered items.
10. Force Majeure
10.1 Neither we nor the Vendor shall be liable for any failure or delay in providing Guest Upgrades due to circumstances beyond our reasonable control, including (but not limited to) extreme weather, acts of God, strikes, pandemics, lockouts, accidents, civil unrest, governmental actions, or disruption of power or transportation.
11. Amendments & Updates
11.1 Right to Modify: We reserve the right to amend or update this Policy at any time. Any significant changes will be communicated via our website or other suitable channels.
11.2 Continued Use: Your continued use of our services after any modifications indicates your acceptance of the revised Policy.
12. Governing Law & Jurisdiction
12.1 This Policy, and any dispute arising from it, is governed by and construed in accordance with the laws of England and Wales.
12.2 Any legal proceedings shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless otherwise mandated by law.
13. Contact Us
13.1 If you have any questions, concerns, or feedback regarding this Policy or any aspect of our Guest Upgrades Delivery service, please contact:
Name: The Upgrade Authority Support Team
Email: support@theupgradeauthority.co.uk
By using our Guest Upgrades Delivery service, you acknowledge that you have read, understood, and agree to be bound by all the terms, conditions, and disclaimers set forth in this Policy. If you do not agree, please refrain from requesting or receiving Guest Upgrades.
Thank you for choosing The Upgrade Authority! We hope you enjoy the convenience of our delivery service and have a wonderful stay.
