Terms & Conditions
1. About Us
This website is operated by Hospitality & Entertainment Ltd (company number [COMPANY NUMBER]), trading as “Ember & Mist”, whose registered office and restaurant premises are at 102–108 Pinner Road, Harrow, HA1 4JD (“we”, “us”, “our”, “Ember & Mist”). These Terms & Conditions (“Terms”) govern your use of this website and your bookings, orders and dealings with us, whether made online, by telephone or in person.
By using this website or making a booking or order with us, you agree to be bound by these Terms. If you do not agree to them, please do not use this website or place a booking or order with us.
2. Use of This Website
You may use this website for lawful purposes only. You must not misuse the site by knowingly introducing viruses or other malicious material, attempting to gain unauthorised access to it, or using it in any way that could damage, disable or impair its operation.
We take reasonable care to ensure the information on this website (including menus, prices, opening hours and images) is accurate, but we do not guarantee that it is complete, current or error-free. Dishes, prices and availability may change without notice, and photographs are for illustrative purposes only.
3. Reservations & Table Bookings
Table bookings can be made online (via our booking system), by telephone or in person. A booking is only confirmed once you have received confirmation from us.
● For bookings of 8 guests or more, and for any booking made during a specified peak period (e.g. Christmas, Valentine’s Day, New Year’s Eve), we may require a deposit and/or card details to secure the table. Any deposit taken will be confirmed to you at the time of booking and will be deducted from your final bill.
● We ask that you let us know of any cancellation or change to your booking at least 48 hours in advance. Deposits may not be refundable where a booking is cancelled, or the party fails to attend, with less than 48 hours’ notice.
● We operate a reasonable grace period for late arrivals (typically 15 minutes). After this, we reserve the right to release your table to other guests, particularly during busy periods.
These figures are our standard policy and may be varied for specific bookings; where they are, the terms agreed with you at the time of booking will apply.
4. Private Events & Party Packages
Bookings for private hire, party packages and pre-arranged group menus are subject to a separate written or emailed confirmation setting out the date, numbers, menu, minimum spend or minimum number of guests (where applicable) and any deposit required.
A deposit is normally required to secure a private event booking. Unless otherwise agreed in your booking confirmation, the remaining balance is due in two equal instalments: half no later than two days before the event, and the remainder on the day itself.
Where a minimum number of guests or a minimum spend applies to your event, you will be charged for at least that number or amount regardless of how many guests actually attend on the day; any additional guests above the agreed minimum will be charged in addition, as this adds to our food costs.
Final guest numbers and any pre-order requirements must usually be confirmed no later than 7 days before the event. Where numbers reduce after this point, we reserve the right to charge for the previously confirmed minimum number of guests.
For private events, we ask that guests are considerate of our neighbours, including refraining from drinking or gathering in groups outside the premises or in the car park. Unless otherwise agreed in your booking confirmation, the premises must be vacated by 10:30pm at the latest.
5. Corkage
For private events, we charge £45 per bottle for any spirits you bring onto the premises. This charge does not apply to wine, beer or soft drinks, which can be purchased from our bar. We will provide ice, soda, Coke and Fanta. Please hand any drinks you bring with you to our Bar Manager on arrival, so that we can check them in and set up accordingly.
6. Online Ordering & Delivery
Where our food is available for delivery or collection through a third-party platform (including Deliveroo or similar services), your order is also subject to that platform’s own terms and conditions. We are responsible for the preparation and quality of the food; the third-party platform is responsible for the delivery service itself, including delivery times.
7. Prices & Payment
All prices shown on our menus and website are in pounds sterling (GBP) and include VAT at the applicable rate, unless stated otherwise. We reserve the right to change our prices at any time, but changes will not affect orders or bookings already confirmed.
A discretionary service charge (currently 12.5%) may be added to your bill, particularly for tables of 6 or more guests and for private events. This is entirely discretionary and may be removed or adjusted at your request.
We accept payment by the methods indicated in the restaurant or at checkout. We do not store full card details; online payments are processed securely by our payment provider.
8. Gift Vouchers
Ember & Mist gift vouchers are valid for 12 months from the date of purchase, unless otherwise stated on the voucher. Vouchers are non-refundable and cannot be exchanged for cash, in whole or in part. Lost, stolen or expired vouchers cannot be replaced or honoured. Vouchers may be redeemed against food, drink and private events at Ember & Mist, subject to availability, and cannot be used in conjunction with certain other offers or promotions unless we say otherwise.
9. Allergens & Dietary Requirements
We take food safety and allergen information seriously, and information on the 14 major allergens is available on request for all dishes on our menu. However, our kitchen handles a wide range of ingredients, and despite our best efforts we cannot guarantee that any dish is completely free from traces of a particular allergen.
If you have a food allergy, intolerance or other dietary requirement, you must inform a member of staff before ordering, so that we can advise you as fully as possible. The final decision on whether to eat a particular dish remains with you.
10. Age Restrictions & Alcohol
We operate a Challenge 25 policy. We will not serve alcohol to anyone under the age of 18, and we may ask any customer who appears to be under 25 to provide valid, acceptable photo ID before we serve them alcohol. We reserve the right to refuse service where satisfactory proof of age is not provided.
11. Conduct & Right to Refuse Service
We want everyone at Ember & Mist to have an enjoyable experience. We ask that all guests treat our staff, other guests and our neighbours with respect. We reserve the right to refuse service, or to ask a guest to leave the premises, in the case of rudeness, abusive behaviour, or any other conduct that is inappropriate or disruptive to other guests or our staff.
12. CCTV
For the safety and security of our staff, guests and premises, CCTV is in operation at Ember & Mist. Footage is handled in accordance with our CCTV policy and applicable data protection law.
13. Data Protection & Privacy
Any personal information you provide to us (for example, when making a booking, placing an order, joining our mailing list, or purchasing a gift voucher) is processed in accordance with our Privacy Policy [LINK] and applicable UK data protection law. Please refer to our Privacy Policy for details of what information we collect, how we use it, and your rights in relation to it.
14. Cancellations, Refunds & Complaints
If you are unhappy with any aspect of your visit or order, please raise this with a member of the team at the time where possible, or contact us using the details below as soon as you can, so that we have the opportunity to resolve matters. Nothing in these Terms affects your statutory rights as a consumer.
15. Intellectual Property
All content on this website, including our name, logo, menus, photographs and text, is owned by or licensed to Hospitality & Entertainment Ltd and may not be copied, reproduced or used without our prior written consent, except for your own personal, non-commercial use.
16. Limitation of Liability
Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability which cannot lawfully be limited or excluded. Subject to this, we do not accept liability for any indirect or consequential loss arising from your use of this website or your booking, order or visit, except where such loss was reasonably foreseeable and caused by our failure to exercise reasonable care and skill.
17. Force Majeure
We will not be liable for any failure or delay in performing our obligations where this is caused by circumstances beyond our reasonable control, including but not limited to fire, flood, extreme weather, power failure, strikes, or government restrictions.
18. Governing Law & Jurisdiction
These Terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these Terms or your use of this website shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. Contact Us
Ember & Mist, 102–108 Pinner Road, Harrow HA1 4JD
Email: Gurpreet@emberandmist.co.uk | Telephone: 020 8427 3004