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Conditions of Sale - Voucher and Events

Frequently Asked Questions

Experience Vouchers | Party and Corporate Events


Definitions and Interpretation

"we" "us" and "our" are references to The Perfume Studio Limited. "you", "your" or "party" are references to the company, organisation or other entity which purchases the Arrangements.

"in writing" means by facsimile, email or letter.

"Lead Customer" means the person who makes the booking on your behalf and who will be our point of contact (and any substitute for this person).

"Arrangements" means the accommodation, meals, arrangements, facilities and services (or any of them), as applicable, booked through or arranged by us for you in accordance with your contract with us.

"Force Majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, nuclear or natural disaster such as pandemics, adverse weather conditions, fire and all similar events outside our control or the control of the supplier concerned.

"guest(s)" means the individuals who actually take the Arrangements purchased by you.

These Conditions set out our obligations to you and your commitments to us when you book Arrangements with us and these together with the information contained in the Booking Confirmation form the basis of our contract with you.

All prices quoted in our promotional literature and on our website include VAT where applicable and are correct at the time of publication. We reserve the right to increase the price of any product without notice.

In order to maintain the highest standard of customer service and to help with the ongoing training of staff we listen to and occasionally record telephone calls.

Perfume Studio Experience Vouchers

The Perfume Studio offers Experience vouchers that can be redeemed against our range of experiences. These Terms and Conditions apply only to those vouchers purchased directly from The Perfume Studio (including and not from those purchased through our voucher partners who have their own Terms and Conditions.

All The Perfume Studio experience vouchers can be issued by email. Each voucher has a unique reference which must be quoted when dealing with The Perfume Studio. Vouchers and the associated references must be kept safely and securely. The Perfume Studio will take no responsibility for any loss you may incur as a result of voucher or receipt theft and impersonation or identity fraud. We reserve the right to cancel vouchers that we deem to have been obtained fraudulently.


Experience vouchers are normally valid for at least 12 months from date of purchase. The exact expiry date will be printed on the voucher or advised upon purchase. You must make your booking before this expiry date or the voucher will no longer be valid. However, unless otherwise stated, the participation date for an experience can be later than this.

Some experiences are sold on offer with a shorter expiry. This means that the participation date must be both booked and taken by the date shown on the voucher. This date is clearly stated both at the time of purchase and on the voucher itself.

If an Experience has not been booked and taken by the Experience Date shown, that experience will cease to be valid.


Experience vouchers are flexible and can be used to book any other experience available. There will be no charge for exchanging, however if your chosen experience is higher in price than the purchase price of your original voucher, you will need to pay the price difference. When redeeming, if your chosen experience's normal price is lower in price, the difference will be held as credit to use against any future purchase. Credit can be used until the original expiry date of the voucher and is non-refundable.


To book your voucher, please go to and follow the instructions. Once your booking has been processed you will then receive a booking confirmation or clear verbal instructions on any steps you must follow. Once your booking date is confirmed, you are required to bring the voucher with you.


Refunds can be made on unused vouchers bought directly from The Perfume Studio within 14 days of purchase. Where dates have already been confirmed as booked with The Perfume Studio, refunds within 14 days are at our discretion.

Refunds are always made to the person who purchased the voucher, and if originally purchased by credit or debit card, the refund will be credited to the same card.


Any cancellations of confirmed bookings can be made up to 7 days before the experience. With regards to experience using outside sourcing such as afternoon teas, you may loose the option to include this on your re-booking. Any booking cancelled with 7 days hours of the experience maybe re-book for a fee of £25  (If the voucher includes afternoon tea this will be charged at an additional £25).

Sometimes The Perfume Studio may need to cancel the experience at short notice for reasons beyond our control, such as adverse weather conditions, illness or mechanical breakdowns. We will always try to contact you to inform you of this on the email and phone contacts you will supply at booking. We regret that in the event of cancellation, The Perfume Studio is unable to reimburse travel, accommodation or any other expenses you may incur in relation to the cancelled experience.

Please refer to our Emergency Cancellations Policy for more details.


The information provided by The Perfume Studio about each experience is correct at the time of print. However, the content, format or location may change slightly during the year. Current details are normally available on our website.


The images used to illustrate experiences, particularly those that take place at more than one location, are used as an indication only. The settings at each venue do vary.


We are always adding to the locations we offer, but occasionally we may need to withdraw venues featured here for reasons beyond our control. If your preferred location is withdrawn, you will be offered alternative venues wherever possible, but please note this is likely to be at a different location or with a different partner. Where locations are stated as 'UK wide', locations may be limited in some areas.

Session Lengths

Session lengths are approximate, vary from venue to venue and are given simply as an indication of the time you will spend at the venue. Unless stated otherwise, you will be in a group with other people and there may be waiting time involved. We give itineraries as a guide only and the running order of an event may change.


All our experiences are offered subject to availability. Up to date information on availability will be displayed on our website for London or Manchester masterclasses but our nationwide stylists run their own diaries so please contact them using the stylist locator and they will inform you when they have masterclasses running. Please book as early as possible, preferably at least 28 days in advance or further for peak dates such as weekends. We strongly suggest you do not make arrangements in connection with the booking until it has been confirmed with the venue.

Where specific elements of the experience such as equipment or material supplies are not available due to breakdown, illness or other reasons, we reserve the right to make reasonable substitutions on the day. If this is not possible we do reserve the right to cancel the experience at short notice. You will be offered alternative times to attend including dates after expiration.

Last Minute Deals

We sometimes have late availability for experiences at special prices, and bookings for these can generally be made right up until the day before the experience date. For these bookings, we will provide essential details over the phone, as we cannot guarantee that these details will arrive by email in time for your experience. Experiences bought under these conditions cannot be refunded or exchanged. Dates for an experience bought under these conditions, once booked, cannot be changed.


We welcome the participation of disabled people in our experiences. We are committed to ensuring that disabled customers are given every opportunity to participate, so we ask that you tell us about any relevant disability at the time of ordering. This enables us to do our best to meet the participant's particular needs. We will be happy to provide information about the disabled facilities available at specific venues on request.


We welcome your feedback on all of our products. If you have a problem or complaint on the day, please bring it to the attention of your experience consultant at the venue as soon as possible, so that they have a chance to put matters right. If your problem is not resolved on the day, please contact us, including your voucher reference, participant and venue details, and we will be happy to take the matter up. In general, we consider it unreasonable if you take no action during an event, but then make a complaint at a later date.

Party and Corporate Events (including Hen Parties)



A binding contract between you and us comes into existence as soon as we receive in writing confirmation of your intention to proceed with the event. Should we acknowledge your booking, such acknowledgement will be an indication that we are dealing with your booking and not a confirmation of it.

You agree that the Lead Customer has the authority to deal with us on your behalf. If for any reason there is a change in the Lead Customer, you should notify us in writing immediately. We can only accept bookings if the Lead Customer is a minimum of 18 years old.

You must check all documents which we send to you and contact us at once if any information appearing on any document appears to be inaccurate or incomplete as it may not be possible to make changes later.

2. Payment of Amounts Due

2.1 A non-refundable deposit of 25% of the total cost of the Arrangements must be received by us in order to secure the booking. The balance must be paid at least 10 days prior to the start of the Arrangements. If the booking is made within 10 days of the start date, payment in full is required at the time of booking. We will provide you with a VAT invoice to assist you in raising payment if applicable or requested. Payments can be made using a valid credit or debit card, cheque, cash or BACS payment.

2.2 If all monies are not received by us in full and on time we shall treat your booking as cancelled by you and the cancellation charges set out in clause 8 will be payable by you. Where we hold off cancelling (although we are not obliged to do so) because you have asked us for time to pay but you fail to do so you must pay the cancellation charges shown in clause 8 depending on the date we reasonably treat your booking as cancelled.

3. Special Requests

You must advise us in writing at the time of booking of all special requests. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met unless we have specifically confirmed this. For your/the guest(s) own protection, you should obtain confirmation in writing from us that your/the guest(s) request will be complied with (where it is possible for us to give this) if your/the guest?s(s) request is important to you/them. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.

Should any additional charge not included in the total price stated on our confirmation become payable (for example costs relating to a special request made by you/any guest(s)), a revised confirmation will be sent to you prior to the start of the Arrangements showing the extra charge. Payment of such extra charges must be paid on request.

4. Pricing Policy

Prices quoted to you at the time of your enquiry are correct to the best of our knowledge at that time. It is possible that prices may change before you actually book the Arrangements. We will advise you of any change in the price or error of which we are aware at the earliest opportunity before you book with us. We reserve the right to make changes to and correct errors in prices at any time before we receive your 25% deposit to secure the booking. Once you have paid your holding deposit, the price will not change except in circumstances where the arrangements are adjusted to your requirements

Please note that the prices quoted to you apply to the minimum number of people required for the event. The minimum number price must be paid for all bookings. Should the number of people included in the booking exceed the minimum, it is likely that the overall price may increase proportionately. You will be required to pay the revised price.

5. Website Descriptions and Quotes

All website descriptions and quotes are made in good faith and every reasonable care is taken to ensure their accuracy. However, errors may occasionally occur. We cannot accept any liability for any errors or omissions except where these have arisen due to our negligence or that of any our employees (as long as they were acting in the course of their employment at the time). We reserve the right to make changes to and correct errors in our website descriptions and quotes at any time.

6. Changes and Cancellations by us

Occasionally, we have to make changes to and correct errors on our website and other literature both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so.

Most changes are minor for example a change in the timing of your confirmed event, a change in the venue at which any activity you have booked is to take place (where the activity itself has not changed); If we have to make a significant change or cancel, we will tell you as soon as possible. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so. If there is time to do so before the start date of the Arrangements, we will offer you the choice of the following options:

  • Accept the changed arrangements
  • Purchase alternative arrangements from us, of a similar standard to those originally booked if available. You must pay the applicable price of any such arrangements. This will mean paying more if it is more expensive or receiving a refund if it is cheaper.
  • Cancel or accept the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.

Please note the above options are not available where any change made is a minor one. Except as otherwise expressly set out in these booking conditions our liability for significant changes and cancellations is limited to the above mentioned options.

Very rarely, after your Arrangements have commenced we or our suppliers may be forced by Force Majeure to change or cancel part or all of your Arrangements. If this does happen then we regret that we will be unable to provide any refunds (unless we receive any from our suppliers) pay you any compensation or meet any losses or expenses you or any guest(s) incur as a result. We will try to assist you to secure alternative arrangements but you will have to pay any associated and/or additional costs in doing so and arising out of the alternative arrangements.

7. Changes and Cancellations by you

If you wish to change your booking in any way we will try to comply with your requests but we cannot guarantee that changes can always be made. Where a change can be made, we will not charge an amendment fee however you will be charged for any extra costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers.

Where the price of your Arrangements depends on the number of people booked and extra people are added to the booking, the price will be reworked on the basis of the new number of people going. You will be required to pay the increased price.

If you wish to cancel all or any part of your booking, you should advise us immediately by telephone followed by confirmation in writing. We will make a cancellation charge on the scale shown. Charges are based on the estimated losses and expenses we may incur should we be unable to withdraw from our obligations with our suppliers.

  • If you cancel your event
  • Over 10 days from the event: 25% (Deposit) of the total cost of the agreed event in question.
  • 0-9 days from the event: 100% of the total cost of the event in question.

8. Force Majeure

Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by Force Majeure. Additionally we cannot accept liability or pay any compensation where you/any guest(s) suffer any damage, injury, expense or loss of any description as a result of Force Majeure.

9. Our liability

We promise to use all reasonable skill and care in organizing the agreed part of the event and selecting the suppliers (if applicable) who will provide your Arrangements. We have no responsibility for the provision of the actual Arrangements themselves or for the acts or omissions of the supplier(s) concerned or any of its employees, agents, suppliers or subcontractors. Please note it is your/the guest(s) responsibility to show that all reasonable skill and care has not been used if you/a guest wish to make a claim against us.

We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:

  • the act(s) and/or omission(s) of any guest(s) affected or any other guest(s); or
  • the act(s) and/or omission(s) of a third party not connected with the provision of your Arrangements and which were unforeseeable or unavoidable; or
  • Force Majeure.

Please note we cannot accept responsibility for any services which do not form part of your Arrangements. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you/the guest(s) that we have not booked for you/the guest(s) and any excursion you/the guest(s) purchase during the stay. In addition, regardless of any wording used by us on our website, in any of our quotes or elsewhere, we only promise to use all reasonable skill and care as set out above and we do not have any greater or different liability to you/the guests.

We limit the maximum amount we may have to pay you/the guest for any claims you/the guest may make against us. For all claims which do not involve death or personal injury, if we are found liable to you/the guest on any basis the maximum amount we will have to pay you/the guest is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the guest(s) affected in total.

Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you/the guest would suffer or incur if we breached our contract with you or (b) which did not result from any breach of our agreement with you or other fault by ourselves or our employees. Additionally, we cannot accept liability for any business losses.

10. Behaviour

We or any person in authority can terminate your Arrangements if your behaviour or that of any guest(s) is likely in the reasonable opinion of ourselves or any person in authority to cause distress, damage, danger or annoyance to other customers, other guests, employees, property or anyone else or if any guest(s) is or appears to be unfit to participate in the Arrangements. In this situation the guest(s) concerned will not be able to complete the Arrangements and we will not be liable for any refund, compensation or any expenses or costs you/the guest(s) concerned have to pay or incur. We cannot accept liability for the behaviour of others in your accommodation or any persons taking part in any event or activity associated and/or in the same environment which forms part of your Arrangements or if any facilities or services are removed as a result of their action.

You understand and agree that when you book through us, you accept responsibility for the proper conduct of yourself and all guests during the Arrangements. We, the accommodation provider and any other supplier reserves the right within our/their reasonable opinion to terminate the arrangements in question of any guest(s) due to misconduct. Full payment for any damage or loss (reasonably estimated if not precisely known) caused by you or any member of your party must be made direct to the accommodation owner or manager or other supplier or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded.

You will also be responsible for meeting any claims subsequently made against us or any of our suppliers and all costs incurred by us / the supplier (including our own, the supplier's and the other party's full legal costs) as a result of your actions.

You agree to ensure that all guests comply with all event timetables. Failure to keep to the timetables may result in either discontinuation of the event or cancellation of the said event. We will not be liable for any refund, compensation or any costs that may be incurred by you/any guest(s) as a result.

You agree to ensure that all guest(s) act at all times in a safe responsible manner and comply with all safety procedures, listen and be present at all safety and information briefings which are relevant to the arrangements booked, make supervisors or any persons in authority immediately aware of any equipment or site deficiencies or concerns, dress suitably for any event as advised by our suppliers and observe and obey all laws, requests, conditions of use of any supplier, including accommodation and entertainment venues.

11. Confidentiality

All proposals and quotations we send to you contain 'Confidential Information'. Confidential Information means all information of any description (whether written, oral or in any other form) containing or consisting of material of an operational, financial, marketing, technical, administrative, planning, economic and/or business nature relating to the proposal. You shall hold all Confidential Information in complete confidence and shall not use, disclose or permit the use or disclosure of any part of the Confidential Information except as agreed with The Perfume Studio. You shall take all reasonable security precautions, being at least as great as the precautions it takes to protect its own confidential information, to keep confidential and ensure that all persons to whom any Confidential Information is disclosed also keeps the information confidential. Should it be brought to our attention that you have disclosed or used any of the Confidential Information other than as agreed with The Perfume Studio we will hold you liable for breach of confidentiality and copyright infringement and will pursue you for any and all losses suffered by us as a result.

All confidentiality obligations created by this clause shall survive and remain in full force and effect notwithstanding any change or termination of the parties business relationship for any reason. All Confidential Information shall remain the property of The Perfume Studio at all times, and The Perfume Studio owns all copyright and intellectual property rights.

12. Health

If any guests have an existing medical condition, allergies or disability which may affect the Arrangements you must let us know the details of such condition before you make your booking. If in our reasonable opinion we believe that your chosen Arrangements are not suitable for the guest(s) concerned taking into account the guest(s) medical condition or disability or the guest(s) are not being accompanied by someone who could provide all the assistance the guest(s) may reasonably require where it is reasonable for us to require this we can refuse to accept the booking. If we find out after you have made the booking that a guest(s) has an existing medical problem or disability and is not being accompanied by someone who could provide all the assistance the guest(s) may reasonably require as referred to above and you have failed to give us this information at the time of booking, we reserve the right to cancel the booking and impose the cancellation charges as set out in clause 8. Please note that some of the Arrangements we feature are can carry some small risks and by booking these Arrangements you confirm and agree that you and all guest(s) accept the inherent risks.

13. Complaints Procedure

Should you/any guest(s) be unhappy with any element of your Arrangements, you/the guest(s) should notify us of the Arrangements concerned immediately. If you/the guest(s) continue to be dissatisfied on the guest(s) return, you/the guest(s) should write to us formally setting out your/their points within 14 days of the end of the Arrangements if your/their complaint or claim does not involve death or personal injury or illness or within 3 months of the end of the Arrangements if your/their complaint or claim involves death, personal injury or illness.

As long as the above conditions have been observed, the matter will be investigated and a reply will be sent to you/the guest(s) within four weeks of the receipt of the complaint. As it is difficult and sometimes impossible to properly investigate a complaint if we are not told about it reasonably quickly, any compensation you/the guest(s) may have been able to claim could be reduced or even lost altogether if you/the guest(s) do not follow the complaints procedure set out in this clause. Any acceptance of liability by us is, however, subject to clause 10. In the unlikely event that you/the guest(s) have to pay for an activity or for entrance to a venue booked through us where you had already paid us for this activity then you/the guest(s) must collect a receipt and send it to us in order for us to reimburse those costs.

14. Terms and Conditions of Suppliers

Some of the services which make up your booking may be provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

15. Safety Standards

Please note it is the requirements and standards of the country in which any services which make up your Arrangements which apply to those services and not those of the UK. As a general rule, these requirements and standards will not be the same as the UK and may sometimes be lower.

16. Rights of Third Parties

We both hereby exclude any rights that any other party may have in relation to this Agreement under the Contract (Rights of Third Parties) Act 1999.

17. Law and Jurisdiction

This Agreement and all matters arising out of it shall be construed and governed according to English law and shall be subject to the exclusive jurisdiction of the Courts of England and Wales.


Date: 1st January 2020.

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