Bookings and cancellation Policy:
Kitchen Takeovers
Everything you need to know about bookings and deposits, cancellations and no-shows, and refunds.
Everything you need to know about bookings and deposits, cancellations and no-shows, and refunds.
Table bookings and deposits
- Your table is not reserved until you've received an email confirmation from us.
- A £10 per person deposit will be taken at the time of booking.
- Where applicable we'll request pre-orders in advance of your booking.
- Deposit/s paid will be deducted from your food bill.
Cancellations and changes
We understand that plans sometimes change.
- You may cancel or amend your booking and receive a refund of any deposits paid, provided you give us at least 48 hours’ notice.
- If you cancel or amend your booking within 48 hours any deposits paid will not be refunded.
- Bookings made less than 48 hours before the reservation time are non-refundable, except where an event is cancelled by us.
- If we cancel an event, any deposits paid will be refunded.
Transferring your booking
- You may transfer your booking to another person up to 48 hours before without charge.
- You must let us know the new full name, email, and phone number for the transferred booking.
- It's your responsibility to update us on any allergies or dietary information.
- Any deposits paid must be sorted between you and the person you're transferring your booking to.
How to cancel or amend a booking
Please call Gemma on 07834 988 612 or Jamie on 07450 661 981, or send us a message if you need to cancel or amend a booking.
Your cancellation or amendment will take effect from the time your request is submitted. We recommend using the details above, as messages sent through social platforms may not be seen in time.
Late arrivals and no-shows
- Please arrive at the time shown on your booking confirmation.
- We'll hold your table for 15 minutes.
- Please contact us as soon as possible if you are delayed. After 15 minutes, we may release your table and treat the booking as a no-show.
- We'll try our best to accommodate late arrivals, but can't guarantee your original table or full dining time will still be available.
- A guest who does not attend, without cancelling within the required notice period, will be treated as a no-show.
- For no-shows any deposits paid be retained by us.
Cancellation or significant changes by us
As a small independent business, circumstances may occasionally arise that mean we need to cancel or significantly change an event.
If we cancel an event, change its date, or move it to a materially different location, you will be offered:
- a full refund to the original payment method; or
- the opportunity to transfer your booking to another Sol Y Sombra event.
Our responsibility will be limited to refunding the amounts paid directly to us. We will not reimburse separate costs such as travel, accommodation, parking or childcare, except where the law requires otherwise.
Menu and operational changes
Because we’re such a small business, dishes and ingredients may occasionally change due to availability, quality or circumstances outside our reasonable control.
We may make reasonable changes to the:
- menu
- service arrangements
- table allocation or seating area
Any allergen information will be updated to reflect any ingredient changes.
Weather and outdoor service
- Some elements of our Kitchen Takeovers may take place outdoors.
- We may adjust the layout, seating or service arrangements in response to weather conditions.
- The event will continue where it is safe and reasonably practicable to do so.
- A change between outdoor and covered or indoor service will not by itself constitute cancellation.
- If we decide that the event cannot proceed safely, affected bookings will receive a full refund.
Allergies and dietary requirements
Please tell us about any food allergies, intolerances, coeliac requirements or other dietary requirements booking.
Please also remind a member of the Sol Y Sombra team when you arrive for your booking.
We will provide accurate allergen information and explain which dishes we can safely accommodate. However, our food is prepared in an environment where multiple allergens are handled, so we cannot promise a completely allergen-free environment.
Customers with a severe allergy should contact us before booking so that we can discuss their requirements. Where we have accepted a booking but subsequently determine that we cannot safely accommodate a dietary requirement disclosed at the time of booking, we will offer a full refund.
The Food Standards Agency requires food businesses to provide accurate and accessible information about the 14 regulated allergens and recommends combining written information with a conversation between the customer and the business.
Refunds
Approved refunds will be returned to the original payment method. Although we will process refunds promptly, banks and payment providers may take approximately 5-10 working days to show the funds in your account.
Responsibility of the person booking
The person making the booking is responsible for:
- providing accurate booking and contact information;
- making other members of the party aware of these terms;
- providing relevant allergy or dietary information.