Refund Policy

01Summary

This is the refund policy of ONEPUBS PLATFORM LTD, trading as ONEPUBS. It forms part of our Terms and Conditions of Supply.

02Who this policy applies to

We supply trade customers only. The consumer cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — including the 14-day cooling-off period — do not apply to business-to-business supply, and so do not apply to your orders with us.

This policy sets out the refund, credit and cancellation rights we do give you.

03Shortages, damage and incorrect goods

Please check every delivery against the delivery note before you sign for it.

• Note any shortage, breakage, leaking container or incorrect item on the delivery note at the point of delivery, and have the driver sign it.
• Report it to us within 24 hours of delivery, by email to orders@onepubsuk.com or through the order portal.
• Keep the goods and their packaging available for collection or inspection, and send photographs where you can.

Once we have confirmed the claim we will, at our option, deliver replacements on your next scheduled delivery, credit your account, or refund the amount paid for the affected goods together with any delivery charge attributable to them.

04Chilled, perishable and short-dated goods

Chilled and perishable goods must be checked and put into correct storage immediately on delivery. We cannot accept a claim for temperature-related deterioration where goods were accepted in good condition and stored incorrectly afterwards.

If goods are delivered with less than 30 days of shelf life remaining, and this was not agreed with you in advance, tell us and we will replace or credit them.

05Kegs, casks, containers and deposits

Kegs, casks, gas cylinders, crates and other returnable containers remain the property of the supplier. Deposits charged on returnable containers are credited back when the empty container is collected in a reusable condition.

If a keg or cask is faulty, unsound or fails to dispense correctly, stop using it, keep it and its contents for inspection, and report it within 24 hours. Where a fault is confirmed we will replace or credit the container. Claims may need to be verified with the producer before a credit is issued, and we will keep you updated while that happens.

Deposits are not refunded on containers that are not returned, or that are returned damaged beyond reuse.

06Cancelling or amending an order

You can cancel or amend an order at no charge up to our cut-off time of 11:59pm on the working day before your scheduled delivery. If you have already paid by card, we will refund the cancelled value in full.

After the cut-off, an order may already be picked or loaded. We will do what we can, but we may not be able to stop it, and where we have incurred a cost we may deduct a reasonable charge from any refund. Special-order and non-stocked lines bought in specifically for you cannot be cancelled once we have placed the order with our supplier.

07Goods ordered in error

Because this is a trade supply, we are not obliged to accept the return of goods that were correctly supplied against your order.

We will nonetheless consider a return at our discretion where the goods are unopened, undamaged, still in their original outer packaging, in a fully resaleable condition, and the request is made within 7 days of delivery.

Returns of correctly supplied goods are agreed case by case. Where we agree to take goods back we will tell you in advance what, if anything, we will charge for restocking and collection, and we will not apply a charge you have not agreed. Chilled, perishable and short-dated lines cannot be returned once they have left our control.

08How refunds are paid

If you paid by card

The refund is made back to the same card you paid with, through Dojo, our payment service provider. We cannot refund to a different card or to a bank account, because we do not hold your card details — the refund is instructed against the original transaction.

We process an agreed card refund within five working days of agreeing it. Once processed, it usually takes a further three to five working days to appear on your statement, depending on your card issuer.

If you would rather have a credit against your account than the money back, tell us and we will do that instead. The choice is yours.

If you hold a credit account

Where the order was invoiced to a credit account rather than paid by card, we issue a credit note against your account within 24 hours of agreeing the refund, and it is applied to your next statement. If the account is in credit and you would rather have the money back, ask us and we will arrange a bank transfer.

Refunds and credits include the VAT originally charged.

09Gaming machines and equipment services

Income share, service levels, fault response times and any charges relating to gaming or amusement machines are set out in the separate written agreement for that venue. Where that agreement conflicts with this policy, that agreement applies.

Where you have paid us for an equipment service that we have not delivered, contact us and we will refund or credit it.

10What we cannot refund

• Goods reported after the reporting window has passed, where a delivery note was signed clean.
• Goods that have been damaged, contaminated or stored incorrectly after delivery.
• Goods that have been opened, tapped, part-used, decanted or dispensed, unless the fault could only reasonably have been found on use.
• Deposits on returnable containers that are not returned in a reusable condition.
• Special-order or non-stocked lines bought in specifically for you, unless they are faulty or incorrectly supplied.
• Delivery charges on an order you have cancelled after our cut-off time.

11How to make a claim

Email orders@onepubsuk.com or call 01978 356983, quoting:

• your account name and delivery date;
• the invoice or order number;
• the product code, description and quantity affected;
• what the problem is, and photographs where you have them.

We will acknowledge your claim and tell you what happens next. If we cannot agree an outcome, the escalation route and governing law are set out in section 18 of our Terms and Conditions.

12How to contact us

Claims, refunds and delivery queries: orders@onepubsuk.com
General enquiries: hello@onepubsuk.com
Telephone: 01978 356983

By post: ONEPUBS PLATFORM LTD, Plas Acton Garage, 282 Chester Road, Wrexham, LL12 8DU.