Refund Policy

1. The short version

This website does not take payments. Everything you buy is paid for at the bar, so a refund is something we settle in the pub. Table bookings made here are free and take no deposit, and event places are paid for on the door. This policy 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 a table booking

Table bookings are free. We take no card details and no deposit, so cancelling costs you nothing and there is nothing to refund.

You can change or cancel your table yourself at any time using the link in your confirmation email, which looks like oxso.co.uk/booking.html?ref=OX-1A2B3C&token=…. If you have lost it, email hello@oxso.co.uk with your reference (it looks like OX-1A2B3C) and we will sort it.

Please do tell us if your plans change, even at the last minute — it frees the table for someone else. We hold a booked table for 15 minutes past the slot; after that we may give it away, so ring ahead if you are running late.

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 round;
• 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 receipt or your booking 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 serve you at all, you get the whole amount back.

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.

Because nothing is paid for before it is served, a refusal on those grounds simply means we do not charge you for the alcohol. If it has already been rung through, we will refund those items in full. Anything else you have ordered will still be served unless you ask us to cancel it too.

7. Events

Reserving a place at an event on this site puts your name on the guestlist. It costs nothing at the time and takes no card details — where an event carries a charge, you pay it on the door, and the listing says so before you sign up.

If you cannot make it, just don’t come; there is nothing to cancel and nothing to refund. If we cancel or move an event ourselves, we will email everyone on the guestlist, and anyone who has already paid on the door for a night that doesn’t happen gets that money back in full.

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 the date, your receipt or booking reference, and what went wrong. A photo helps but isn’t required.

You do not need to give a reason to cancel a table booking, and you can do it yourself from the link in your confirmation email.

9. How long it takes

• Asked at the bar, a refund is normally settled there and then.
• 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.
• If you paid by card at the bar, the refund goes back to the card you paid with. We cannot refund to a different card.
• 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.