General Terms and Conditions
The General Terms and Conditions below apply to all offers and transactions of The Horseshoe Inn & Restaurant, also known as ‘The ‘Shoe’. Our Allergy Policy is towards the end of this document.
Please check the conditions of each offer on our website. By accepting or using the offer, the customer expressly accepts the applicability of these General Terms and Conditions. The Horseshoe Inn & Restaurant reserve the right to amend or withdraw the offer at any time. No offers provided have a cash value. Offers cannot be used in conjunction with any other promotions. Offers cannot be used on certain holidays such as Christmas Day or New Year's Day or certain promotional days such as Valentine's Day or Mother's Day. Please ask when booking to confirm if the offer is valid. Some Vouchers cannot be used on certain holidays such as Christmas Day or New Year's Day or certain promotional days such as Valentine's Day or Mother's Day. Please ask when booking. We will only process your data in accordance with the our ‘Privacy Policy’.
Product Descriptions.
All product descriptions in our web site and on any or all menus are deemed to be concise and may be incomplete. Products often have additional accompaniments not advertised. Advertised accompaniments may be substituted at any time.
Our booking policy:
All tables will be held for no more than 15 minutes in busy periods. You can specify in the when booking if you require a highchair or space for a pram, although please note that in some locations we may need to ask you to leave your pram elsewhere in our restaurant to ensure clear floor access for our team, other guests and in case of emergency. If you no longer require your booking, please cancel using the link sent in your original confirmation email or the reminder email you will receive the day before your booking, so we can give your table to another guest. You can add any information or specific requests in the ‘Special Request’ box when you book – we will always do our best to help.
Deposits:
If your booking requires a deposit, this must be paid within 14 days of making your booking, or immediately if you are dining within 14 days of making a booking, otherwise in busy periods we reserve the right to cancel your table. If you prefer to pay in our restaurant a card payment is preferred. Deposits will be required as follows, including for children:
On Sundays, for tables of 6 or more we require a deposit of £10pp.
Monday to Saturday for all bookings of 6 or more people attract a deposit of £5pp (except for Festive/Christmas menus)
For Festive Party menus a deposit of 50% of the total for bookings of 4 or more people.
For Christmas Day menus a deposit of 50% of the total for all bookings, non-refundable unless cancellation is more than 14 days from Christmas Day.
All deposits paid are redeemed against your bill on the date you dine with us. The deposit is fully refundable if you change your mind more than 14 days before your booking.
If you cancel within 7 days of your booking, the deposit is non-refundable unless we are able to re-sell your table booking – we would be happy to move your booking to any future date within 3 months of your original booking, and your deposit will remain valid and redeemable against that new booking. If you decide to cancel your booking, please contact the restaurant direct. Cancelling the booking via our online booking will not refund your deposit. Refunds may take up to 5 working days to be processed back to your card. Any refund due can only be processed to the card originally used to pay the deposit. If your party number reduces, we are unable to part refund deposits – however the full amount of the deposit taken will still be redeemed against your booking on the day. If your party number increases, you will receive an email to pay the extra amount per person due.
Pre-orders:
If your booking requires a pre-order, this must be made no later than 3 days before your booking. Pre-orders will be required as follows:
Christmas Party menus for bookings of 6 or more people.
Christmas Day menus for all bookings, including children.
Pre-orders may also be required for bookings of 8 or more people.
If a pre-order is required, we will advise you of the process to do so.
Christmas bookings pre-orders are expected in early November If you do not pre-order, we cannot guarantee availability of your preferred menu dishes on the date you dine.
Drinking:
In keeping with the laws regarding sale of alcohol, protection of children, and the general licensing laws;
Drinking to excess is not permitted. We reserve the right to stop serving alcohol to anyone at any time. Participants are required to always drink responsibly; see drinkaware.co.uk.
If you, or a member of your party, appears visibly drunk, you may be refused admittance to our premises, or asked to leave.
Our policy is that only guests who can prove they are 18 years of age or more can be served alcohol for their own consumption & we observe Challenge 21 or 25 in our restaurants.
Allergy Policy
These steps summarise the process we follow at the The Horseshoe Inn & Restaurant for those with a food allergy. Please read the further information below for full details about our approach to allergens.
We provide an allergen menu for all our dishes, detailing the 14 main food allergens. This is available in our restaurant The Horseshoe Inn & Restaurant.
We expect that guests with allergies let us know about the allergy when they book a table.
Guests are requested to advise their waiter of any allergies before ordering and to use the allergen menu (can be provided on site at The Horseshoe Inn & Restaurant) from which to choose their food, so that they can make sure it doesn’t contain the relevant allergen.
We request that guests mention the allergy each time they make an order even if made with same waiter.
The kitchen will then take all reasonable precautions to avoid cross contamination such as cleaning down surfaces, using separate utensils, and additional hand washing prior to preparation.
It’s important that customers with allergies make sure they mention this to our team, so that we can ensure the above process is followed. No restaurant or food supplier can offer a 100% guarantee that they will never unknowingly serve an ingredient that is not disclosed; and risks are still possible from cross-contamination or human error, but we invest considerable resources to ensure customers can be confident when they dine with us, and that they have the information to enable them to make the choice whether to dine with us or choose a particular dish. We know that those with food allergies understand that human error can occur, but our focus is to reduce the risk to as low as possible with the process and approach we adopt.
If a customer is allergic to an allergen that is not listed on the 14 key allergens tracked on the menu, we cannot follow the same pre-planned approach. There are risks from allergens contained in bought-in ingredients that are made from several ingredients as they are not required to be labelled either at all (if less than 25% of product) or won’t contain any “may contain” labelling as required for the 14 key allergens. We therefore cannot follow the same level of process around menu design, recipes and handling and cooking of non-key allergens which is carefully planned in advance. We therefore strongly recommend a customer with a life-threatening allergy who is severely allergic to ingredients that are not one of the 14 key allergens assesses the risk before dining with us.
We are unable to make some modifications or substitutions to some of our dishes, so we kindly request that all guests, especially those with allergies, choose dishes as per the menu. Any modifications or substitutions could impact the accuracy of our allergen menu, putting guests with allergies at risk, and could also lead to issues with slower service; stock control; and food not looking or tasting as good as it should.
Our menu and recipe planning also provides an additional level of protection to those with the most common allergies to the highest risk allergens (peanuts, nuts, milk, sesame, fish, crustaceans and molluscs) and the other seven allergens (cereal containing gluten, soya, sulphites, mustard, celery, lupin, eggs).
All our managers, order-taking wait staff, chefs and kitchen staff are provided with training We stress the importance of the processes we have in place and the potential danger to customers with allergies of eating ingredients that may lead to a severe reaction.
We appreciate we can’t reduce the risk to zero, but we feel this approach will help avoid some of the more common exposures (often due to errors or mistakes) to high-risk allergens in our restaurant.
Our Approach To Food Allergies
For some customers, “free-from diets” are a lifestyle choice, but for the increasing number of people (including more than 5% of children) who suffer from food allergies, eating out can be a matter of life or death, or can at least result in a trip to the hospital, which is not how they want to end an enjoyable night out.
At The Horseshoe Inn & Restaurant, we take these matters very seriously and we have put in place a series of measures to ensure customers with food allergies and intolerances can eat at our restaurant with confidence. Whilst we have to balance the needs of the majority of customers and can’t protect against every eventuality of minor cross contamination for all allergens unless we exclude certain ingredients from our kitchens, we aim to strike the right balance.
Separately, for those with dietary preferences but not allergies, we also publish key indicators on our main menus to give information about popular dietary choices – for example, our menus show clearly which dishes are Vegetarian (V), Vegan (VV), Gluten Free (GF) or Dairy Free (DF) This helps customers to make an informed choice about which dish they should order and avoids confusion between customers and our teams.
We ask that customers with severe food allergies do not request any alterations and modifications, and instead choose a complete dish off our allergy menu, ensuring it does not contain the relevant allergen. This advice is part of our strict policy, and whilst there is always the possibility of cross-contamination, it means that the risk of potential communication errors leading to contamination is further reduced.
If a customer is allergic to an allergen that is not listed on the 14 key allergens tracked on the menu, we cannot follow the same approach. There are risks from allergens contained in bought-in ingredients that are made from several ingredients, and we cannot follow the same level of process around handling of non-key allergens. We therefore strongly recommend a customer with a life-threatening allergy who is severely allergic to ingredients that are not one of the 14 key allergens assesses the risk before dining with us. We understand they may decide not to dine with us.
Those with severe food allergies always travel with their medication including Adrenalin auto-injectors and anti-histamine close at hand and it’s important we encourage customers to check with their waiter and look at the allergen menu each time they visit us, as ingredients can change.
Further information on food allergies and intolerances can be found on the Allergy UK Website.
Our Allergen Menus
Our allergen menus are available on site at The Horseshoe Inn & Restaurant. We recommend that those with allergies always check the allergen menu before ordering, even if they have dined with us before. We may sometimes need to use ingredients from different suppliers, or suppliers may change their manufacturing or distribution processes. This may mean that allergen information has changed since your last visit.