Distillery Tour Terms And Conditions

Last Updated 31st May 2018

 

DISTILLERY TOUR TERMS & CONDITIONS

Tours of The Macallan Distillery take place at the Distillery site at The Macallan Distillery, Easter Elchies, Charlestown of Aberlour, AB38 9RX (the “Distillery”), and are provided by The Macallan Distillers Limited (“we” or “the company”).   The Macallan Distillers Limited is incorporated in Scotland (Registered No. SC024068, with its registered office at The Macallan Distillery, Craigellachie, Banffshire, AB38 9RX.   

The following Terms and Conditions (the “Terms”), as well as any information contained in the booking form, booking confirmation or email provided to you, apply to all Tour bookings.  

On booking or purchase of a Distillery Tour, you agree to abide by these Terms.

 

ONLINE BOOKINGS AND WEBSITE

We will endeavour to ensure that the information displayed on the website book.themacallan.com is current and accurate.  However, we cannot be held liable for any errors.   Use of the website is subject to separate Terms of Use available here; however, in the case of conflict, these Terms shall apply to online bookings of Tours.

Once full payment is made, you will be allocated a place/places on your chosen Tour, and a booking confirmation will be emailed to you.

We accept no responsibility for the incorrect inputting of an email address on our booking form. If your automatically generated booking confirmation does not arrive via email, please contact us via email at [email protected], we will check the email address and resend your booking confirmation(s).

Upon receipt of the booking confirmation email, it is your responsibility to check the accuracy of dates booked.

 

WALK IN BOOKINGS

We recommend that Tours are pre-booked, particularly at busy times (weekends, bank holidays and in peak season).  We will endeavour to reserve some places on most Tours for walk in visitors on a first come first served basis; however, we cannot guarantee that such places will be available at all times.

 

PRICING AND ADMISSION POLICY  

The Tour is priced at £15 for all visitors.  This includes an alcoholic beverage for visitors over 18 years old. There are no concessions.  All prices are shown inclusive of VAT. We reserve the right to amend the price of our Tours at any time.

Unfortunately children under 14 years of age are not permitted on the Tour for health and safety reasons, although access is permitted to ground floor areas including the Boutique, Café and Jewel Box.

All under 18s must be accompanied by a responsible adult.

 

CONDITIONS OF ENTRY

On arrival at The Macallan Distillery, please report to reception.

We operate a Challenge 25 policy.  Visitors may be subject to an age check on arrival at the Distillery, so visitors should bring photo identification (“ID”) to the Distillery. If we believe or suspect a visitor who wishes to consume alcohol is under 25, that visitor will be asked to produce photo ID.  In the event that you are unable to produce valid photo ID, you will not be served alcohol as part of the Tour and we regret that no refunds can be given.  

The date and time of your Tour will be clearly stated on your email confirmation, and we request that you arrive in good time for your Tour.  All visitors should arrive at The Macallan Distillery at least 10 minutes before the Tour is due to start.

If you arrive after your designated Tour has commenced, we will endeavour to accommodate you on the next available Tour; however, demand may be high (especially in peak season) and we cannot guarantee that there will be spaces available.  Unfortunately we are unable to provide a refund where no suitable alternative time is available.

We reserve the right to refuse admission to the Distillery.

 

CANCELLATIONS AND AMENDMENTS

If we cancel your Tour, you will be entitled to a full refund.

We will use all reasonable endeavours to be open and operational during published opening hours, but we reserve the right to close the Distillery on any given day or part thereof, whether for security or any other reason, without notice.  In the event of total closure of the Distillery, any bookings for Tours on the day of closure will be exchanged or refunded at the price paid for them.

On certain days, or at certain times, some parts of the Distillery may be closed (e.g. for cleaning, maintenance, or for other operational reasons). The Distillery may not be fully operational during silent season although Tours will still be in operation.  Bookings will not be refunded and no compensation will be paid for Tours during this time.

If you need to postpone or cancel a booking, please do so by calling us on +44 (0) 1340 872 280 or email at [email protected] during opening hours, at least 48 hours before your Tour is scheduled.

If you do not arrive for a scheduled Tour, no refund will be given for the Tour unless you have given us at least 48 hours’ notice of your cancellation.

If you wish to amend the date or time of any booking following the purchase of Tour(s), you should contact us by phone (+44 (0) 1340 872 280) or email [email protected] up to 48 hours before the start of the Tour.  We will endeavour to accommodate the alternative date and time requested by you but cannot guarantee availability.

You are entitled to a full refund if you give us notification, via email or phone (+44 (0) 1340 872 280), of your wish to cancel your booking at least 48 hours before your Tour begins.

 

GROUP BOOKINGS

Tours are limited in size to a maximum of 12 visitors.  If your group exceeds six people, please contact the Distillery either by email or phone (+44 (0) 1340 872 280) to make the booking. If the number of people in your group exceeds 12, the group will be split across various Tours according to availability.

 

OUR LIABILITY TO YOU

If you suffer losses as a result of a breach by us of these Terms, our liability is strictly limited to the purchase price of the Tour. We are not responsible for any loss of profit, loss of business, loss of goodwill, or any indirect, special or consequential loss, damage, costs, expenses or other claims which arise in connection with the Tour.

Notwithstanding the foregoing, nothing in these Terms limits in any way our liability:

For death or personal injury caused by our negligence;

Under section 2(3) of the Consumer Protection Act 1987;

For fraud or fraudulent misrepresentation; or

For any matter which cannot be excluded by law.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms and conditions that is caused by events outside our reasonable control (“Force Majeure Event”). Our performance under these terms and conditions is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under these terms and conditions may be performed despite the Force Majeure Event.

 

HEALTH AND SAFETY

The Distillery is a controlled working and manufacturing environment, and you should exercise due care and attention on the Tour. Distillery staff may draw your attention to certain health & safety procedures, to which you must adhere.

If the fire alarm sounds during your Tour your guide will direct you to the nearest exit.

 

YOUR PRIVACY

Any personal data which you provide us as part of the booking and attending the Tour will be treated securely and confidentially.  We recommend that you review our Privacy Policy for further information about how The Macallan processes personal data, and your rights in relation to your own personal data. 

 

VISITOR CONDUCT

Whilst at the Distillery, visitors must observe the following:

No smoking or vaping other than in the designated areas

No pets or animals except for assistance dogs

No access to any area of the Distillery other than areas designated for access by visitors

We reserve the right to remove anyone from the Distillery if their behaviour is considered likely to cause offence, put staff or other visitors at risk or create a nuisance to other visitors or staff.

 

SECURITY

In the interests of safety, visitors may be asked to submit to a search of their person or belongings and anyone refusing to submit or found to be in possession of materials believed by us to be dangerous or unsuitable will be denied entry or removed from the Tour.

We would ask all visitors to remain vigilant and report anything they find suspicious to a member of staff.

 

PHOTOGRAPHY

For safety reasons, all photography (including both flash and non-flash) and video recording is restricted within production areas of the Distillery. Tour guide instructions should be followed at all times.  

We respectfully ask that visitors avoid the use of flash photography in the archive or Jewel Box area within the Distillery.

From time to time we, or other authorised third parties, may carry out photography or other recording at the Distillery and any images or recordings may feature visitors. Visitors will be advised on the day if any photography is planned and consent of use of such images or recordings will be requested.

 

ACCESSIBILITY

We hope that all visitors enjoy their experience at The Macallan Distillery. If you require any extra assistance or have any special requirements please contact us in advance of your visit by email or phone (+44 (0) 1340 872 280) to ensure that you receive the best possible experience.

All visitor areas within the Distillery are accessible.

The entrance to the Distillery is step free, please let us know in advance if you require assistance as the cut is 140m long and at an incline of 4.2%.  There are automatic doors on entrance to the Distillery.

A lift is provided for mobility access to all levels.  Electric wheelchairs and mobility scooters will be unable to pass through a small section of the Still House, although manual wheelchairs are available at the entrance.

Flooring within the production area is grated which assistance dogs may find uncomfortable. Employees will be available to assist visitors on the Tour should assistance dogs find the grating unpleasant and be unable to walk across it.

If you require a guide to assist you around the building, please book in advance. Unfortunately, assistance cannot be guaranteed to visitors who do not book in advance and notify us of any assistance they may require.

Assistance dogs will be held in our offices while visitors are on the Tour and will be returned to the dog owner on completion of the Tour at the reception area.

There are 40 parking spaces at the Distillery including 4 Blue Badge spaces.

Please note that the floor in the Still House is grated and that you will be visiting a working Distillery, we ask that visitors wear sensible clothing and shoes for the Tour.

 

HEARING IMPAIRED ASSISTANCE

Visitors with hearing aids are asked to switch hearing aid to the 'T' position. Induction loops are available at the reception desk only.

For visitors with hearing impairments, we can offer a written script of any audio clips.

Our Distillery Tour app is multi-lingual and a written transcript of the Tour can also be found here.

Our Jewel Box area contains three periscopes with assistive technologies. The periscope touch screen information is available at two heights and texts are available in large font. The periscope offers written information and audio clips.

Please note that one of our installations uses high frequency sound waves which are emit a high pitched noise which some visitors may find uncomfortable.

Flooring within the production area is grated which assistance dogs may find uncomfortable. Employees will be available to assist visitors on the Tour should assistance dogs find the grating unpleasant and be unable to walk across it.

If you require a guide to assist you around the building, please book in advance. Unfortunately, assistance cannot be guaranteed to visitors who do not book in advance.

Assistance dogs will be held in our offices while visitors are on the Tour and will be returned to the dog owner on completion of the Tour at the reception area.

 

VISUALLY IMPAIRED ASSISTANCE

Our Jewel Box area contains three periscopes with assistive technologies. The periscope touch screen information is available at two heights and texts are available in large font. The periscope offers written information and audio clips.

Flooring within the production area is grated which assistance dogs may find uncomfortable. Employees will be available to assist visitors on the Tour should assistance dogs find the grating unpleasant and be unable to walk across it.

If you require a guide to assist you around the building, please book in advance. Unfortunately, assistance cannot be guaranteed to visitors who do not book in advance.

Assistance dogs will be held in our offices while visitors are on the Tour and will be returned to the dog owner on completion of the Tour at the reception area.

Please note that there are contrasting floor textures throughout the Distillery.

Please note that the lighting levels within some of the rooms are low.

 

GENERAL

We reserve the right to refuse to process a transaction for any reason.

If any provision of these Terms is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of these Terms and the remainder of the provision in question will not be affected.

These Terms and any document expressly referred to in them constitute the whole agreement between you and us and supersede any previous arrangement, understanding or agreement between you and us relating to the subject matter of these Terms.

Any contract between you and us pursuant to these Terms will be binding on you and us and on our respective successors and assigns.

You may not transfer, assign, charge, sub-contract or otherwise dispose of any such contract, or any of your rights or obligations arising under such a contract, without our prior written consent.

These terms and conditions are governed by and construed in accordance with the Laws of Scotland, and the parties agree to submit to the exclusive jurisdiction of the courts of Scotland.

 

COMPLAINTS

In the unlikely event that you may wish to make a formal complaint against The Macallan Distillery, please inform the Tour guide that you intend to make a formal complaint.  If the matter cannot be resolved immediately, or during your trip, despite the tour guide’s best endeavours to do so, your complaint should be made in writing to [email protected]  We will investigate your complaint as soon as is reasonably possible, and you will receive a reply within 21 days.

 

CONTACT US

Address: Macallan Distillery, Easter Elchies, Charlestown of Aberlour, AB38 9RX
Owner: The Macallan Distillers Limited
Phone: 01340 871471