ESTATE EXPERIENCE TERMS AND CONDITIONS

LAST UPDATED JANUARY 2023

 

ESTATE EXPERIENCE TERMS & CONDITIONS

Experiences at The Macallan Distillery take place at the Distillery site at The Macallan Distillery, Easter Elchies, 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 The Macallan Estate Experience bookings.  

On booking or purchase of an Estate Experience, you agree to abide by these Terms.

 

ONLINE BOOKINGS AND WEBSITE

We will endeavour to ensure that the information displayed on the website www.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 Estate Experiences.

Once full payment is made, you will be allocated a place/places on your chosen Experience, 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

Please note that all The Macallan Estate Experiences need to be pre-booked. We do not accept walk-in bookings.

 

PRICING AND ADMISSION POLICY  

All prices are shown inclusive of VAT. We reserve the right to amend the price of our Experiences at any time.

The Macallan Distillery is not suitable for children. Guests must be over the age of 18 years old to participate in our experiences. The Macallan Bar and the first floor is open to guests over the age of 18 only – we operate a Challenge 25 policy, please remember to bring ID.

CONDITIONS OF ENTRY

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

We operate a Challenge 25 policy.  Guests may be subject to an age check on arrival at the Distillery, so guests should bring photo identification (“ID”) to the Distillery. If we believe or suspect a guest who wishes to consume alcohol is under 25, that guest 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 Experience and we regret that no refunds can be given.  

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

If you arrive after your designated Experience has commenced, we will endeavour to accommodate you on the next available Experience; 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 Experience, 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 Experiences 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 Experiences will still be in operation.  Bookings will not be refunded and no compensation will be paid for Experiences during this time.

If you need to postpone or cancel a booking, please do so by calling us on +44 (0) 1340 318 000 or email at [email protected] during opening hours, at least 48 hours before your Experience is scheduled.

If you do not arrive for a scheduled Experience, no refund will be given for the Experience 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 your Experience(s), you should contact us by phone (+44 (0) 1340 318 000) or email [email protected] up to 48 hours before the start of the Experience.  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 318 000), of your wish to cancel your booking at least 48 hours before your Experience begins.

 

GROUP BOOKINGS

Experiences are limited in size. If your group exceeds six people, please get in touch directly to make the booking. If the number of people in your group exceeds 6, the group will be split across various Experiences 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 Experience. 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 Experience.

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 Experience. Distillery staff may draw your attention to certain health & safety procedures, to which you must adhere.

If the fire alarm sounds during your Experience your Macallan Host will direct you to the nearest exit.

 

YOUR PRIVACY

Any personal data which you provide us as part of the booking and attending the Experience 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. 

 

GUEST CONDUCT

Whilst at the Distillery, guests 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 guests.

No repeat booking will be permitted for the same experience within a 12 month period, due to the overwhelming demand for places. This restriction does not apply to Elchies Brasserie or The Macallan Bar.

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

 

SECURITY

In the interests of safety, guests 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 Experience.

We would ask all guests 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. Instruction of The Macallan Host should be followed at all times.  

We respectfully ask that guests 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 guests. Guests 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 guests enjoy their experience at The Macallan Estate. If you require any extra assistance or have any special requirements please contact us in advance of your visit by email ([email protected]) or phone (+44 (0) 1340 318 000) to ensure that you receive the best possible experience.

All guest 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 entrance walkway 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.

Dogs are not permitted within the production area. Our Hosts will be able to offer assistance during your Experience.

If you require a guide to assist you around the building, please book in advance and inform us prior to your arrival via [email protected]. Unfortunately, assistance cannot be guaranteed to guests who do not book in advance and notify us of any assistance they may require.

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 guests wear sensible clothing and shoes for the Experience.

 

HEARING IMPAIRED ASSISTANCE

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

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

Flooring within the production area is grated which assistance dogs may find uncomfortable. The Macallan Hosts will be available to assist guests on the Experience 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. 

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

 

VISUALLY IMPAIRED ASSISTANCE

Flooring within the production area is grated which assistance dogs may find uncomfortable. The Macallan Hosts will be available to assist guests on the Experience 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 guests who do not book in advance.

Dogs are not permitted within the production area. Our Hosts will be able to offer assistance during your Experience.

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 Macallan Host that you intend to make a formal complaint.  If the matter cannot be resolved immediately, or during your visit, despite the host’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, Aberlour, AB38 9RX
Owner: The Macallan Distillers Limited
Phone: +44 (0) 1340 318 000

Email: [email protected]