1.1 Introduction. This document sets out the terms and conditions which will govern the contractual relationship or agreement (“Agreement”) between you (“you”, “your” or “Buyer”) and Institute of Hospitality (“IOH” or “we”, “our”or “us”) which you will be deemed to have agreed to be bound by when visiting, using or buying from our “Institute of Hospitality” website (the “Website”). We strongly recommend that you read and understand this Agreement, and in any event by continuing to purchase from our Website you will be bound by this Agreement.
1.2 Modification. If we decide to amend, alter or otherwise change the terms of the Agreement, we shall notify you by posting a revised version of the Agreement on the Website and which shall automatically take effect and replace the terms of the Agreement upon the later of (a) your next use of the Website; or (b) seven days after it is posted on the Website. Your continued use of the Website will constitute your acceptance of the revised Agreement. If you do not agree with the terms of this Agreement or any revised version of this Agreement, do not continue to use the Website.
1.3 About Us. Institute of Hospitality is the world’s leading professional body for managers – and aspiring managers – working in the hospitality, leisure and tourism industries. Our registered address is:
Institute of Hospitality
34, West Street
Tel.: +44 (0)20 8661 4900
Please note that all support enquiries should be addressed in writing by post or email.
2.2 Username and Password. You may need a username and password to access certain areas of the Website. You are responsible for maintaining the security of your username and password and you are responsible for any action taken under your username or password. We take reasonable steps to ensure the security of your information on our systems; please visit our website for more information about the security software we employ.
3. Purchasing from e-shop
3.1 Selecting Products. As a Buyer, you choose a product from our listings and, when you’ve found the product(s) you want at the right price, you click to buy that, enter and confirm your credit card information, and confirm the purchase of the ticket.
3.2 Pricing. Prices may change at any time. Only when you have successfully completed a transaction in accordance with clause 3.4 below is that transaction concluded at that price.
3.3 VAT. Product prices displayed on our Website are inclusive of VAT where applicable.
3.4 Payment. 100% full payment must be received and verified by us in order to guarantee that a product purchase transaction has occurred. Accepted forms of payment include credit cards, debit cards. All payments will be taken in GBP and your credit card will be expressed to be charged by “Institute of Hospitality”.
3.5 Confirmation. A confirmation email receipt will be issued upon placing your order. If you do not receive a confirmation email, do not assume your order has not gone through; instead please phone us at +44 208 661 4900 to request another confirmation email. We are not responsible for any internet connection errors experienced while making an online purchase. If you have not received an order confirmation email, it is your responsibility to contact our offices to verify your online purchase before making another purchase.
4.1 Methods of delivery. Products will be dispatched using Royal Mail Parcel service. It is your responsibility to provide us with a safe, secure delivery point and to be available to accept delivery. Please do not use a post office box as your delivery address. We will not be liable for refused delivery, incomplete address, unclaimed post, return deliveries, or missing mail. For phone orders, it is your responsibility to review the confirmation email ensuring all details are correct.
4.2 Accuracy. We get the products to you as soon as reasonably possible. If there are any discrepancies between the product received and what you ordered, you must notify us accordingly within 48 hours of the delivery (holidays not included).
4.3 Failed delivery. If for any reason your products are returned to us or could not be delivered, we will attempt to contact you and arrange for another delivery.
4.4 Delivery timing. Products will be delivered to you as soon as possible. We attempt to ensure all delivery within 3-4 days of the purchase, but in rare circumstances it could take 7 working days.
5. Cancellation, Refund and Returns
5.1 Cancellation. You may cancel any item “Pending Despatch” at any time by contacting us. Once we receive notification from you that you wish to cancel your item, any amount paid to Institute of Hospitality for the item will be refunded as soon as possible. Should you wish to obtain more information about your order please contact our Customer Service Centre.
5.2 Refunds. All refunds will be processed in accordance with the payment method selected by you at the time of your purchase. Additionally, as part of measures we employ to secure your privacy, we will only refund to the card used for the original transaction. No refunds will be processed to any other card.
5.3 Returns. Institute of Hospitality must be notified prior to a return being performed. A customer service representative will evaluate your return request and provide you with return instructions. The Institute of Hospitality will only accept returns for the following:
- Goods damaged or faulty prior to delivery
- Goods supplied incorrectly
- Goods that vary from their description on the website
Please include your postage receipt with your return so that we can refund your postage costs, to a maximum of £5.00GBP (or equivalent).
- All returns must be received by Institute of Hospitality within 30 days of our original shipment date to you, which is upto 3 days after the order was placed
- Goods are to be returned to us at your expense in an unused, unopened condition without the seals or wrapping being removed or broken.
6. Out of Stock Items
6.1 Out of stock. All products offered by Institute of Hospitality are subject to availability. Backordered products include items that are not currently in stock. In most cases these publications are on order from the printers. In some cases we are awaiting or researching stock information from one or more of our suppliers. If the purchased item will no longer be available, we will notify you immediately by email, cancel the item from your order, delete the item from our catalogue, and refund you in full.
7. Liability and Indemnification
7.1 Liability. We accept liability for any losses you suffer only up to a maximum amount of the value of the product plus any VAT which you have paid in respect of any transaction. We will not be responsible for any indirect losses including consequential, exemplary, special or punitive damages, including lost opportunities or loss of profits even if we have been advised of the possibility of such damages.
8.1 True information. You represent and warrant that the information you have submitted to us in your registration or order is true, accurate and complete. You agree not to use false names or addresses, or any other false information, in using the Website.
8.2 Legal Compliance. You represent and warrant that, during any interaction with the Website you will comply with all applicable local, regional, national and international laws. You also represent and warrant that you are 18 or over and therefore able to enter into legally binding contracts.
9.1 Copyright. The content and software on this site is the property of Institute of Hospitality and/or its suppliers and is fully protected by UK and international worldwide trademark and copyright law. You may visit the Website and make a copy of pages on this Website for your personal non commercial use only. You may not without our permission reproduce, edit, publish or transmit any of the contents of this Website.
10. Other Terms
10.1 Jurisdiction. This Agreement is governed by and construed in accordance with the laws of England and Wales. You agree, as we do, to submit to the non exclusive jurisdiction of the English Courts.
10.2 Notices. Except as expressly stated otherwise, all notices should be sent to the Institute of Hospitality, Trinity Court, 34 West Street, Sutton, Surrey, SM1 1SH, United Kingdom. Except as expressly stated otherwise, all notices to you shall be sent to the email address you provided to us during the registration process. Such notice shall be deemed given one business day after the email is sent.