Refund Policy

1. The short version

This policy applies to orders placed through this website, whether you pay by card online or at the bar. It sits alongside our Terms & Conditions.

2. Your legal rights

Nothing in this policy reduces your legal rights. Under the Consumer Rights Act 2015, what we serve you must be:

• of satisfactory quality;
• fit for purpose; and
• as described on our menu.

Any service we provide must be carried out with reasonable care and skill. If it isn’t, you are entitled to a repeat performance or an appropriate price reduction, which may be a full refund.

3. Cancelling an order

Before we start preparing it: tell us and we will cancel the order and refund you in full. Speak to staff or email us with your order reference (it looks like OX-1A2B3C) as soon as you can.

Once preparation has started: we may not be able to cancel, because food and drink are made fresh to order. If we have already made it, we may decline a cancellation — but section 4 still applies if there is anything wrong with it.

Why there is no 14-day cooling-off period

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give a 14-day right to cancel for many online purchases. That right does not apply to food and drink supplied for immediate consumption, or to goods that spoil quickly. So it does not apply to orders placed here. Your rights in sections 2 and 4 are unaffected.

4. If something’s wrong

Tell us and we will put it right. You are entitled to a replacement or a refund if:

• you were served the wrong item;
• an item is missing from your order;
• food arrives cold, undercooked or otherwise not of satisfactory quality;
• an item is materially different from how the menu described it;
• you told us about an allergy or dietary requirement and we did not honour it.

Please raise it while you’re still with us if you can — it lets us check the item and fix it immediately. If you only notice later, email us within 48 hours with your order reference and what went wrong.

We may ask to see the item before replacing or refunding it. We will not refuse a refund simply because an item has been partly consumed, where it was reasonable for you to taste it before noticing the problem.

5. If we can’t serve it

Occasionally we run out. If we cannot supply something you have already paid for, we will offer you a substitute of a similar standard, or refund that item in full — your choice. If we cannot fulfil your order at all, you get the whole amount back.

If you paid online and your order never reached our kitchen or bar, you are entitled to a full refund. Contact us with your order reference and we will check our records against our payment provider’s.

6. Age checks

We operate Challenge 25 and we will not serve alcohol to anyone who cannot show valid ID, or to anyone who appears intoxicated. This is a legal obligation and we apply it without exception.

If we refuse to serve alcohol on those grounds and you have already paid online, we will refund the alcohol items in full. Any food and soft drinks in the same order will still be served unless you ask us to cancel them too.

7. Bookings and events

Table bookings made on this site are free and we do not take a deposit, so there is nothing to refund. Please do let us know if your plans change — it frees the table for someone else.

Event reservations made on this site are also free unless the event listing says otherwise. Where an event does carry a charge, the refund terms for that event will be stated on its listing at the time you book.

8. How to ask for a refund

Either:

• Speak to a member of staff while you’re in the pub. This is the fastest route and usually resolves it there and then.
• Email hello@oxso.co.uk with your order reference, the date, and what went wrong. A photo helps but isn’t required.

You do not need to give a reason to cancel an order that we have not started preparing.

9. How long it takes

• We will acknowledge an emailed refund request within 3 working days.
• Where a refund is due, we will process it within 14 days of agreeing it, and usually much sooner.
• Refunds on card payments go back to the card you paid with, through our payment provider Dojo. We cannot refund to a different card or in cash.
• Once we send it, your bank typically takes 3 to 5 working days to show it on your statement. Some banks take up to 10.

Refunds are made in pounds sterling for the amount you were charged. We do not charge a fee for issuing a refund.

10. If you’re still unhappy

Email hello@oxso.co.uk and mark it for the manager. We will look at it properly and reply within 10 working days.

If we can’t resolve it between us, you can contact Citizens Advice on 0808 223 1133 for free, impartial guidance on your consumer rights, and you retain the right to take a claim to court. If you paid by card, you may also be able to ask your bank about a chargeback.