Terms and Conditions
Key Terms and Conditions Summary
This summary highlights the most important terms and conditions for the supply of Goods and Services by The Encountr Group Limited.
Please scroll down to the next section for the full T&Cs.
Contract Acceptance
1. A binding Contract is formed when The Encountr Group Limited issues a written quotation, order confirmation, invoice, or other written acknowledgement of your order.
Age and Purchase Restrictions
2. You must be 18 years of age or older to purchase our Goods and Services. Our delivery partners reserve the right to refuse delivery to anyone who appears to be under 25 unless they can provide a valid photo ID to confirm they are over 18.
Goods & Services
3. Most often the sale of experiences and of wine, but occasionally other products.
Payment and Fees
4. Payment for Services is due within 10 days of the invoice or before the date of performance/delivery, whichever is earlier, and must be made in Pounds Sterling (£).
5. If payment is not received within 21 days of delivery, interest will be charged at 3% per annum above the Bank of England base rate.
6. Deposits are required for some orders; for "Encounters" (UK or Abroad) and "Discoveries" (outside England and Wales), the Deposit and final installment are non-refundable, with some specific exceptions.
Delivery and Inspection
7. Goods and Services will be supplied with reasonable care and skill, and Goods are generally delivered within the UK, including England, Wales, Scotland, Northern Ireland, the Isle of Man, and the Channel Islands.
8. The risk of damage or loss passes to you upon delivery.
9. You must examine the Goods promptly upon delivery and report any damages or shortages to us in writing within 10 days.
Liability and Content
10. We do not exclude liability for death, personal injury caused by negligence, or fraudulent acts.
11. Travellers must arrange and provide proof of insurance.
12. Unless you expressly object in writing, you agree that your likeness (photographs and video) may be used in our marketing campaigns.
Governing Law
13. The Contract is governed by the law of England and Wales.
Terms and Conditions
The below are our complete Terms and Conditions. (Last updated 3 April 2026)
If you are unsure about any of these terms and conditions please email admin@discover-encountr.com.
Application
1. These Terms and Conditions will apply to the purchase of the Goods and/or Services by you (the Customer or you).
2. We are The Encountr Group Limited a company registered in England and Wales under number 16508479 whose registered office is at 12 London Road Morden, SM4 5BQ with email address admin@discover-encountr.com; telephone number (+447577539016) (the Supplier or us or we).
3. You are deemed to have accepted these Terms and Conditions when you accept our quotation or from the date of any performance of the Services (whichever happens earlier). The formation of the Contract is set out in the section Basis of Sale.
Interpretation
4. Consumer means an individual acting for purposes which are wholly or mainly outside their trade, business, craft or profession;
5. Contract means the legally-binding agreement between you and us for the supply of the Goods and Services;
6. Delivery Location means the location where the Goods and Services are to be supplied or goods to be delivered as set out in the Order;
7. Goods means any goods that we supply to you with or separate to the Goods and Services, of the number and description as set out in the Order;
8. Order means the Customer's order for the Goods or Services as set out in the Order or in written or verbal acceptance of the Quotation;
9. Services means the provision of events, experiences, tastings or tours, including any Goods, of the number and description set out in the Order;
10. Supplier a supplier of Goods, including but not limited to wine importers, food providers, luxury companies, catering providers and chefs.
11. Partner means any business with whom we collaborate in relation to but not limited to events, experience, in the provision of Services, marketing or outreach;
12. Written means any digital or print correspondence or communication;
13. Business Day means any day other than a Saturday, Sunday or bank holiday in England and Wales;
14. Headings & Words: The headings in these Terms and Conditions are for convenience only and do not affect their interpretation. Words imparting the singular number shall include the plural and vice-versa.
Goods & Services
15. The description of the Goods and Services is as set out in digital correspondence, our website, catalogues, brochures or other forms of advertisement or sales documentation. Any description is for illustrative purposes only, intended as a guide, and there may be small discrepancies in size, colour or other features of any Goods or Services supplied.
16. In the case of Goods or Services made to your special requirements, it is your responsibility to ensure that any information or specification you provide is accurate.
17. All Goods and Services are subject to availability.
18. You must be 18 years of age or older to purchase our Goods and Services. Our delivery partners reserve the right to refuse delivery to any person who appears to be under the age of 25 unless they can provide a valid photo ID to confirm they are over 18.
19. We can make changes to the Goods and Services which are necessary to comply with any applicable law or safety requirement.
20. We warrant that we will use reasonable care and skill in our performance of the Services and delivery of the Goods which will comply with the quotation, including any specification in all material respects.
21. We will use our reasonable endeavours to complete the delivery of Goods within pre-agreed times. We will use reasonable endeavours to remedy blocks to the delivery of Goods (and sometimes Services) but will not be liable for delays caused by third parties.
22. All of these Terms and Conditions apply to the supply of any Goods and Services unless we specify otherwise.
23. We can make any changes to the specification of the Goods and Services which are required to conform to any applicable safety or other statutory or regulatory requirements.
24. For all Goods and Services involving alcoholic volumes, we work with licensed venues and distributors with whom we have agreed to operate under their license to sell or distribute alcoholic beverages.
Basis of Sale
25. The description of the Goods and Services in emails, on our website, catalogues, brochures or other forms of advertisement does not constitute a contractual offer to sell the Goods or Services.
26. When an Order has been made, we can reject it for any reason.
27. An Order is only considered accepted and a Contract formed when we issue a written quotation, order confirmation, invoice or other written acknowledgement specifying the agreed terms, regardless of whether initial communications or agreements are made verbally, by telephone or by email.
28. Any quotation or estimate of Fees (as defined below) is valid for a maximum period of 10 days from its send date, unless we expressly withdraw it at an earlier time.
29. No variation of the Contract can be made after it has been entered into unless the variation is agreed in writing.
30. These Terms apply whether the Contract is entered into at our premises, remotely, online, or through any digital or third-party e-commerce or booking platform that we may use now or in the future. Unless otherwise agreed in writing, these Terms supersede any prior verbal or email communications and apply to all Orders placed through any channel.
Fees, Deposit and Payment
31. The fees (Fees) for the Services, the price of any Goods (if not included in the Fees) and any additional delivery or other charges is that set out in our price list current at the date of the Order or such other price as we may agree in writing. Prices for Services may be calculated on a fixed fee or on a standard rate basis.
32. Payment for Services must be made within 10 days of invoice or before the date of any performance of the Services or delivery of Goods (whichever happens earlier). You must pay via bank transfer unless otherwise agreed and always before delivery of the Goods or Services. We reserve the right to suspend the organisation of delivery until after payment is received.
33. In addition to the Fees, we can recover from you a) reasonable incidental expenses, b) the cost of Goods or Services provided by third parties and required by us for the performance of the Services, and c) the cost of any materials required for the provision of the Services. (e.g. long-term storage, significant adjustments to shipping, requests for consultancy). We will notify you of any such expenses in advance wherever reasonably practicable, and we will not incur material third-party costs without your prior approval.
34. You must pay us for any additional Services which you have requested that are provided by us that are not specified in the quotation in accordance with our then current, applicable daily rate in effect at the time of performance or such other rate as may be agreed between us.
35. The price (Price) of the Goods is set out in our quotation current at the date of your order or such other price as we may agree in writing.
36. If the cost of the Goods to us increases due to any factor beyond our control including, but not limited to, material costs, labour costs, alteration of exchange rates or duties or changes to delivery rates, we can increase the Price prior to delivery.
37. Any increase in the Price under the clause above will only take place after we have told you about it.
38. You may be entitled to discounts. Any and all discounts will be at our discretion.
39. The Price is exclusive of fees for additional packaging, wrapping and delivery, unless otherwise specified.
40. The Price is most often quoted inclusive of any applicable VAT and other taxes or levies which are imposed or charged by any competent authority.
41. We will invoice you for the Price (for Goods) and the Fees (for Services) either: on or at any time before delivery of the Goods and Services. In the case of the provision of Goods, delivery will be made following payment.
42. If you have received the Goods prior to payment for any reason and fail to pay within 21 days of delivery, without limiting any of our other rights or remedies for statutory interest, we will charge you interest at the rate of 3% per annum above the base rate of the Bank of England from time to time on the amount outstanding until you pay in full.
43. If you do not pay within the period set out on the invoice, we will suspend any further deliveries to you.
44. All payments must be made in Pounds Sterling (£) unless otherwise agreed in writing between us.
45. Where applicable, you must pay a deposit (Deposit) as detailed in the quotation at the time of accepting the quotation. Please see the chart Withdrawal for information regarding potential refunds.
46. If you do not pay the Deposit to us according to the clause above, we can either withhold provision or reservation of the Goods or Services until the Deposit is received or can terminate under the clause below (Termination).
47. Both parties must pay all amounts due under these Terms and Conditions in full without any deduction or withholding except as required by law and neither party is entitled to assert any credit, set-off or counterclaim against the other in order to justify withholding payment of any such amount in whole or in part.
Delivery
48. We will deliver the Goods and Services to the Delivery Location by the time or within the agreed period or, failing any agreement:
a) In the case of Services, within a reasonable time; and
b) In the case of Goods, without undue delay.
49. In any case, regardless of events beyond our control, if we do not deliver the Goods on time, you can (in addition to any other remedies) treat the Contract at an end if we have failed to the deliver the goods at a pre-agreed time, which must be articulated in advance of the Contract.
50. If you treat the Contract at an end, we will (in addition to other remedies) promptly return all payments made under the Contract, minus any costs incurred.
51. If you were entitled to treat the Contract at an end, but do not do so, you are not prevented from cancelling the Order for any Goods or rejecting Goods that have been delivered and, if you do this, we will (in addition to other remedies) without delay return all payments, minus costs incurred, made under the Contract for any such cancelled or rejected Goods. If the Goods have been delivered, you must return them or allow us to collect them from you at your cost.
52. If any of the Goods make part of a commercial unit (a unit is a commercial unit if division of the unit would materially impair the value of the goods or the character of the unit) you cannot cancel or reject the Order for some of those Goods without also cancelling or rejecting the Order for the rest of the unit.
53. We do not generally deliver to addresses outside England and Wales, Scotland, Northern Ireland, the Isle of Man and the Channels Islands. If, however, we accept an Order for delivery outside that area, you may need to pay import duties or other taxes and/or apply for import licenses.
54. You accept all delays related to applications for licenses to deliver outside of England, Wales, Scotland, Northern Ireland, the Isle of Man and the Channel Islands.
55. You agree we may deliver the Goods in installments if we suffer a shortage of stock or other genuine and fair reason, subject to the above provisions and provided you are not liable for extra charges.
56. If you or your nominee fail, through no fault of ours, to take delivery of the Goods at the Delivery Location, we may charge the reasonable costs of storing and redelivering them.
57. We will arrange for the delivery of the Goods to the Delivery Location; The Customer is responsible for ensure the accuracy of your billing and delivery location and parameters prior to order processing.
58. Subject to the specific terms of any special delivery service, delivery can take place at any time of the day.
59. If you do not take delivery of the Goods we may, at our discretion and without prejudice to any other rights:
a) Store or arrange for the storage of the Goods and will charge you for all associated costs and expenses including, but not limited to, transportation, storage and insurance; and / or
b) Make arrangements for the redelivery of the Goods and will charge you for the costs of such redelivery; and/or
c) After 20 business days, resell or otherwise dispose of part or all of the Goods and charge you for any shortfall below the price of the Goods.
60. Any dates quoted for delivery are approximate only, unless time of delivery has been pre-agreed.
61. We can deliver the Goods by instalments, which will be invoiced and paid for separately. Each instalment is a separate Contract.
62. In the case that the Goods have been purchased on behalf of the Customer or significant costs related to a series of instalments have been accrued, any delay in delivery or defect in an instalment will not entitle you to cancel any other instalment.
Inspection and Acceptance of Goods
63. The Goods will become your responsibility from the completion of Delivery or Collection. You must, if reasonably practicable, examine the Goods promptly upon delivery.
64. If you identify any damages or shortages, you must inform us in writing within 10 days of delivery, providing details.
65. Other than by agreement, we will only accept returned Goods if we are satisfied that those Goods are defective and if required, have carried out an inspection.
66. Subject to your compliance with this clause and/or our agreement, you may return the Goods and we will, as appropriate, repair, or replace, or refund the Goods or part of them.
67. We will be under no liability or further obligation in relation to the Goods if:
a) If you fail to provide notice as set above; and/or
b) You make any further use of such Goods after giving notice under the clause above relating to damages and shortages; and/or
c) The defect arises because you did not follow our oral or written instructions about the storage, commissioning, installation, use and maintenance of the Goods; and/or
d) The defect arises from normal wear and tear of the Goods; and/or
e) The defect arises from misuse or alteration of the Goods, negligence, wilful damage or any other act by you, your employees or agents or any third parties.
68. You bear the risk and cost of returning the Goods.
Risk and Title
69. Risk of damage to, or loss of, any Goods will pass to you when the Goods are delivered to you.
70. You do not own the Goods until we have received payment in full. If full payment is overdue or a step occurs towards your bankruptcy, we can choose, by notice, to cancel any delivery and end any right to use the Goods still owned by you, in which case you must return them or allow us to collect them.
71. We do not bear responsibility for delays or damage unless expressly a result of our negligence; our delivery partners’ insurance policies will apply to all orders. If you require a copy of these, please email admin@discover-encountr.com
Withdrawal
72. You can withdraw the Order by telling us before the Contract is made, if you simply wish to change your mind and without giving us a reason, and without incurring any liability.
73. If we cancel a Goods or Service Delivery, we will refund you in full or offer a replacement or credit.
74. If you wish to transfer your Experience booking to another person, you must notify us in writing. We reserve the right to approve the transferee and additional fees may apply.
75. Unless otherwise specified per experience or agreed in writing, after an Order is made for Services, the following refund scheme applies:
Termination
76. We can terminate the sale of Goods or Services under the Contract where:
a) You commit a material breach of your obligations under these Terms and Conditions;
b) You are or become or, in our reasonable opinion, are about to become the subject of a bankruptcy order or take advantage of any other statutory provision for the relief of insolvent debtors;
c) You enter into a voluntary arrangement under Part 1 of the Insolvency Act 1986, or any other scheme or arrangement is made with your creditors; or
d) You convene any meeting of your creditors, enter into voluntary or compulsory liquidation, have a receiver, manager, administrator or administrative receiver appointed in respect of your assets or undertakings or any part thereof, any documents are filed with the court for the appointment of an administrator, notice of intention to appoint an administrator is given by you or any of your directors or by a qualifying floating charge holder (as defined in paragraph 14 of Schedule B1 of the Insolvency Act 1986), a resolution is passed or petition presented to any court for the winding up of your affairs or for the granting of an administration order, or any proceedings are commenced relating to your insolvency or possible insolvency.
Cancellation and Amendment
77. If you want to amend any details of the Goods or Services you must tell us in writing as soon as possible. We will use reasonable endeavours to make any required changes and additional costs will be included in the Fees and invoiced to you.
78. We can withdraw, cancel or amend a quotation if it has not been accepted by you, or if the Services have not started or Goods delivered within a period of 10 days from the date of the quotation, (unless the quotation has been withdrawn).
79. If, due to circumstances beyond our control, including those set out in the clause below (Circumstances beyond a party's control), we have to make any change to the Goods or Services or how they are provided, we will notify you immediately. We will use reasonable endeavours to keep any such changes to a minimum.
80. We reserve the right to cancel, postpone, or modify any event or experience at our discretion, including where this is necessary due to circumstances beyond our control.
Conformity
81. We have a legal duty to supply the Goods and Services in conformity with the Contract, and will not have conformed if it does not meet the following obligation.
82. Upon delivery, the Goods and Services will:
a) Be of satisfactory quality;
b) Be reasonably fit for any particular purpose for which you buy the Goods and Services which, before the Contract is made, you made known to us (unless you do not actually rely, or it is unreasonable for you to rely, on our skill and judgment) and be fit for any purpose held out by us or set out in the Contract; and
c) Conform to their description, but not to illustrations which are for reference only.
83. We will supply the Goods and Services with reasonable skill and care.
Sub-contracting and Assignment
84. We may at any time assign, transfer, charge, subcontract or otherwise deal with all or any of our rights under these Terms and Conditions, and may subcontract or delegate any or all of our obligations to any third party.
85. We will remain liable for the acts of any subcontractors whom we choose to assist in the delivery of Goods and Services, but we will not be liable for any subcontractors or couriers chosen by you or third-party suppliers in relation to Goods.
86. You must not, without our prior written consent, assign, transfer, charge, subcontract or deal in any other manner with all or any of your rights or obligations under these Terms and Conditions, save that you may transfer the benefit of any Goods in accordance with this clause.
Supplier and Partner Responsibilities
87. You must co-operate with us in all matters relating to the Goods and Services, provide us and our authorised employees, contractors and representatives with access to any premises under your control as required, provide us with all information required to perform the Services and distribute Goods, provide timely payment in accordance with the Order.
88. You must obtain any insurances, permissions, consents, licences or other required authorisations related to the provision of Goods and Services and must give us access to any and all relevant information, materials, properties and any other matters which we need to provide or to request Goods and Services.
89. Failure to comply with the above is a default which entitles us to suspend performance of the Services or delivery of Goods until you remedy it or if you fail to remedy it following our request, we can terminate the Contract with immediate effect on written notice to you.
90. We are not liable for any delay or failure to provide the Goods and Services if this is caused by your failure to comply with the provisions of this section (Supplier and Partner Responsibilities).
Circumstances Beyond the Control of Either Party
91. In the event of any failure by a party because of something beyond its reasonable control:
a) The party will advise the other party as soon as reasonably practicable; and
b) The party's obligations will be suspended so far as is reasonable, provided that that party will act reasonably, and the party will not be liable for any failure which it could not reasonably avoid, but this will not affect the Customer's above rights relating to delivery.
Content Creation
92. We occasionally take photographs and video in the performance of Services or in relation to our general operations; while you may be informed ahead of events if content will be created, you agree that your likeness may feature within our marketing campaigns or those of venues in which we host events. You must expressly inform us if you object to your likeness featuring in our marketing materials, content creation or subsequent campaigns.
Privacy
93. Your privacy is critical to us. We respect your privacy and comply with the General Data Protection Regulation with regard to your personal information.
94. These Terms and Conditions should be read alongside, and are in addition to our policies, including our Privacy Policy and Cookies Policy which can be found Our privacy policies can be found on our website: www.discover-encountr.com/privacy-policy.
Excluding Liability
95. We do not exclude liability for: (i) any fraudulent act or omission; or (ii) death or personal injury caused by negligence or breach of legal obligations. Subject to this, we are not liable for (i) loss which was not reasonably foreseeable to both parties at the time when the Contract was made, or (ii) loss (eg loss of profit) to your business, trade, craft or profession which would not be suffered by a Consumer - because we believe you are not buying the Goods and Services wholly or mainly for your business, trade, craft or profession.
96. You are permitted to request a copy of our Insurance Documents related to the Goods and Services.
Governing Law, Jurisdiction and Complaints
97. The Contract (including any non-contractual matters) is governed by the law of England and Wales.
98. Disputes can be submitted to the jurisdiction of the courts of England and Wales or, where the Customer lives in Scotland or Northern Ireland, in the courts of Scotland or Northern Ireland respectively.
99. We try to avoid any dispute, so we deal with complaints as follows: If a customer is unsatisfied with the services we have provided they should contact us within 10 days of delivery so we can discuss potential solutions.