Terms and condition

Terms and Conditions, Terms of Use & Acceptable Use Policy
Last updated: April 2026
Welcome to Bottle Butler. These Terms and Conditions, Terms of Use and Acceptable Use
Policy (together, the "Terms") govern your use of our website, web app and any related
ordering channels (the "Service").
Use of our Service includes accessing, browsing, or registering on our website
https://web.bottlebutler.co.uk/ (the "Site") or placing orders via our web app or any other
approved ordering method.
By accessing our Site or using our Service, you confirm that you accept these Terms and agree
to comply with them. If you do not agree, you must not use our Service.
Questions? Contact us: info@bottlebutler.co.uk
A. TERMS AND CONDITIONS OF SERVICE
1. Information About Us
Bottle Butler Limited ("Bottle Butler", "we", "us", "our") is a company incorporated and
registered in England and Wales.
Registered office: 1120a Melton Road, Syston, Leicester, England, LE7 2HA
Company registration number: 08204655
Trading & delivery area: Leicester and surrounding postcodes
Contact: info@bottlebutler.co.uk / 07779 20 30 40
We are authorised to sell alcohol for delivery in accordance with the Licensing Act 2003
under the terms of our premises licence.
2. Information About Our Service
Bottle Butler provides a licensed, on-demand alcohol and convenience delivery service in
Leicester and surrounding delivery areas.
The Service allows you to place orders for products ("Order(s)") via our Site or web app,
which are then delivered by Bottle Butler delivery drivers ("Driver(s)").
We only deliver to addresses within our designated delivery areas. If your address is
outside our area, the Site will notify you and online ordering will not be possible.3. Eligibility, Age and Legal Capacity
By placing an Order, you confirm that:
You are at least 18 years old.
You are legally capable of entering into a binding contract under English law.
You are not ordering on behalf of anyone under 18 for the purpose of supplying alcohol
to them (proxy sales are illegal and strictly prohibited).
We operate a strict Challenge 25 policy. Customers who appear to be under 25 will be required
to provide valid photo ID at the point of delivery. Acceptable forms of ID are:
Valid UK or overseas passport
Valid UK driving licence (full or provisional, with photo)
PASS-accredited proof of age card
If you cannot produce acceptable ID, the Driver will refuse to hand over age-restricted
products and the Order will be cancelled with applicable charges (see Section 11).
4. Formation of Contract
When you place an Order via the Service, you are making an offer to purchase the
selected products.
We will send an Order confirmation (SMS, email or in-app notification) once your Order
has been received and accepted by us.
A binding contract between you and Bottle Butler is formed at the point we issue your
Order confirmation ("Confirmation").
If we cannot accept your Order for any reason (out of stock, outside delivery area,
payment failure, etc.), we will notify you and, where payment has already been taken, we
will process a full refund.
Please ensure that the email address, phone number and delivery address you provide are
accurate — we rely on this information to process your Order and contact you.
5. Availability of Service and Delivery Times
We aim to operate 7 days a week during the operating hours shown on our Site or app.
Our target delivery time is approximately 30–40 minutes from your Confirmation,
depending on your location, time of day, order volume and driver availability. This is an
estimate only and is not a contractual guarantee.
The following factors, which are outside our reasonable control, may cause delays: traffic
conditions, road accidents, road closures, extreme weather, high demand periods,
technical issues, or other unforeseen circumstances.Where there is a significant delay, a member of our team may attempt to contact you to
provide an update on your estimated delivery time.
We shall not be liable for delays caused by events outside our reasonable control (see
Section 18 — Force Majeure).
6. Delivery Address and Process
We deliver only to recognisable residential or business addresses with a valid UK
postcode.
We do not deliver to public places including parks, roadsides, car parks, benches or
vehicles.
The Driver will call you on the telephone number provided at the time of ordering when
they arrive at or near your address.
You or an authorised adult (18+) must be present and available to accept the delivery.
You may be required to meet the Driver at the entrance to your property or building for
safety and age-verification purposes.
If you do not respond to the Driver's telephone call or doorbell within 10 minutes of the
Driver arriving at your address, the Driver may leave and the Order may be treated as a
failed delivery (see Section 11).
7. Sale of Alcohol and Age Verification
Under the Licensing Act 2003:
It is a criminal offence for any person under 18 to buy, or attempt to buy, alcohol.
It is a criminal offence for any adult to purchase alcohol on behalf of a person under 18.
Bottle Butler operates a strict Challenge 25 policy in compliance with our licence conditions:
All Drivers are trained to ask for photo ID from customers who appear under 25.
ID must be presented at the point of delivery before any age-restricted products are
handed over.
The Driver will log any refusals made for compliance and audit purposes.
We reserve the right to:
Refuse delivery where acceptable ID is not produced.
Refuse delivery where we reasonably suspect that alcohol is being purchased for a
person under 18 (proxy purchase).
Refuse delivery where the recipient appears to be drunk or under the influence of drugs
or other substances.
Cancel the account of any customer found to be in repeated breach of our age-verification
requirements.Where delivery is refused under any of the above circumstances, a 20% restocking fee may be
retained from the Order value and the remainder refunded (see Section 11).
8. Products, Pricing and Payment
Product descriptions and prices are as displayed on the Service and are subject to change
at any time.
All prices shown include VAT at the applicable rate.
Any applicable delivery charge will be clearly displayed before you confirm your Order.
Despite our best efforts, a small number of products may occasionally be listed at an
incorrect price. If we identify an obvious pricing error, we will contact you before dispatch.
You may cancel your Order in such a circumstance for a full refund.
We reserve the right to withdraw any product from sale at any time, including after an
Order has been placed but before dispatch.
Payment methods accepted:
Credit or debit card via our secure online payment provider (we do not store full card
details).
Cash on delivery may be accepted for telephone orders — details will be confirmed at the
time of ordering.
Where your payment is not authorised, your Order will not be processed and we will notify
you where possible.
9. Promotions and Discount Codes
From time to time we may offer promotional discounts, voucher codes or bundle deals.
Promotions may be subject to additional terms including minimum spend thresholds,
delivery area restrictions, time limits, single-use conditions, or product exclusions.
Only one promotional code may be used per Order unless otherwise stated.
We reserve the right to withdraw, modify or expire any promotion at any time without
prior notice.
Promotions cannot be applied retrospectively to completed Orders.
10. Cancellation by You
Orders are processed quickly. In most cases, your Order is prepared and dispatched within 5
minutes of Confirmation ("Five-Minute Window").
Within the Five-Minute Window: You may cancel your Order by contacting us immediately
by phone (07779 20 30 40) or via in-app chat. If successfully cancelled within this window,
you will receive a full refund including any delivery charge.After the Five-Minute Window (before delivery): A non-refundable cancellation and
restocking fee of 20% of the Order value will be charged. The remaining 80% will be
refunded to your original payment method within 3–5 working days.
After delivery: Once your Order has been successfully delivered and accepted, you
cannot cancel your Order under these Terms. Your statutory rights as a consumer
(Consumer Rights Act 2015) are not affected.
11. Failed Delivery, Refused Service and Associated Charges
Your Order may be treated as a failed delivery and a restocking/cancellation fee may apply in
the following circumstances:
1. No Answer / Unable to Contact You
The Driver attends your address and attempts to reach you by phone and/or doorbell for
a minimum of 10 minutes.
If you do not respond, the Driver may leave the premises and the Order will be cancelled.
A fee of up to 20% of the Order value will be charged to cover delivery and restocking
costs. The remaining balance will be refunded within 3–5 working days.
2. No Valid ID / Age Verification Failure
If you cannot produce acceptable photo ID, or the Driver has reasonable grounds to
believe that alcohol is being purchased for a person under 18, delivery will be refused.
A 20% restocking fee will be retained and the remaining balance refunded within 3–5
working days.
Your account may be flagged or suspended.
3. Recipient Appears Intoxicated or Under the Influence
If the Driver reasonably believes the recipient is drunk or under the influence of drugs,
delivery will be refused.
A 20% restocking fee will be retained and the remaining balance refunded.
4. Abusive or Unsafe Behaviour
We reserve the right to refuse service, cancel accounts and retain a restocking fee where
Drivers face abusive, threatening or violent behaviour, or are placed in an unsafe
situation.
5. Incorrect or Inaccessible Address
If the address provided is incorrect, inaccessible, or cannot be located, the Driver may
attempt to contact you. If unsuccessful within a reasonable time, the Order may be
cancelled with a restocking fee of up to 20%.12. Returns and Refunds
For hygiene, safety and licensing compliance reasons, we are generally unable to accept
returns of alcohol or consumable products once they have been delivered and accepted.
If you believe a product has been delivered faulty, damaged, or not as described, you
must notify us within 24 hours of delivery, providing a clear description and photographs
where possible. We will assess each case individually and may offer a replacement, partial
refund or full refund at our discretion.
Opened products cannot be returned or refunded under any circumstances.
We do not offer refunds for change of mind after delivery.
Your statutory rights under the Consumer Rights Act 2015 are not affected by the above.
Please note that under the Consumer Contracts Regulations 2013, the standard 14-day
cooling-off period for distance selling may not apply to sealed alcohol where the seal
has been broken, as these fall within the perishable/consumable goods exemption.
13. Our Liability
The Service, Site and its contents are provided on an "as is" and "as available" basis. We
make no representation or warranty that the Service will be uninterrupted, timely, secure
or error-free.
To the maximum extent permitted by applicable law, Bottle Butler will not be liable to you
for:
Any indirect, special or consequential loss or damage ;
Loss of profits, revenue, goodwill, or business opportunity;
Loss or corruption of data;
Any damage arising from your use of, or inability to use, the Service ;
Any content on third-party websites linked from our Site.
Where Bottle Butler is found liable, our total aggregate liability shall in no event exceed
the total value of the Order in question.
Nothing in these Terms excludes or limits our liability for:
Death or personal injury caused by our negligence ;
Fraud or fraudulent misrepresentation;
Any other liability that cannot be excluded or limited under English law.
The above does not affect your statutory rights.14. Alcohol Misuse Disclaimer
Bottle Butler is a responsible retailer. We encourage all customers to drink responsibly and in
accordance with NHS guidelines. We are not liable for any harm, injury, loss or damage arising
from the misuse, overconsumption, or irresponsible consumption of alcohol purchased
through our Service.
For help and support with alcohol-related issues, visit: www.drinkaware.co.uk
15. Data Protection and Privacy
We collect and process personal data (including name, address, phone, email, age
verification details and order history) in accordance with the UK GDPR and Data
Protection Act 2018.
Our full Privacy Policy — which explains how we collect, use, store and protect your
personal data — is available at: https://web.bottlebutler.co.uk/privacy-policy
By using the Service, you acknowledge that you have read and understood our Privacy
Policy.
16. Severability
If any provision of these Terms is found to be unlawful, void or unenforceable by a court of
competent jurisdiction, the remaining provisions shall continue in full force and effect and
shall not be affected or prejudiced.
17. Entire Agreement
These Terms constitute the entire agreement between you and Bottle Butler in relation to
your use of the Service and supersede all previous agreements, representations,
understandings or arrangements between the parties relating to this subject matter.
18. Force Majeure
We will not be liable for any failure or delay in performing our obligations where the failure or
delay results from events beyond our reasonable control, including but not limited to:
Acts of God (floods, storms, earthquakes);
Road traffic accidents, road closures or severe traffic;
Extreme or adverse weather conditions;
Fire, explosion or natural disaster;
Epidemic, pandemic or government restrictions;
Industrial disputes, strikes or lock-outs;
Failure of telecommunications networks, internet or power supply;War, riot, civil commotion or terrorism.
We will use reasonable endeavours to resume performance as soon as reasonably
practicable.
19. Our Right to Vary These Terms
We reserve the right to revise and update these Terms at any time by amending this page.
Changes will take effect from the date they are published. We will display a "Last updated"
date at the top of this page. You are expected to check this page regularly, as the updated
Terms will be legally binding upon you following continued use of our Service.
20. Governing Law and Jurisdiction
These Terms, and any dispute or claim arising out of or in connection with them (including
non-contractual disputes or claims), shall be governed by and construed in accordance with
the laws of England and Wales. The courts of England and Wales shall have exclusive
jurisdiction to settle any dispute.
B. TERMS OF USE OF OUR SITE AND SERVICE
21. Access to Our Site and Service
Access to our Site and Service is permitted on a temporary basis.
We reserve the right to withdraw, suspend or amend our Site or Service at any time
without prior notice.
We may restrict access to certain areas of the Site or Service to registered users only.
We do not guarantee that the Site, or any of its content, will always be available,
uninterrupted or error-free.
22. Your Account and Password
You are solely responsible for maintaining the confidentiality of your account credentials
and password.
You are fully responsible for all activities that occur under your account.
You must not share your login details with any third party.
If you believe your account or password has been compromised, you must notify us
immediately at: info@bottlebutler.co.uk
We reserve the right to suspend or permanently deactivate your account if, in our
reasonable opinion, you have breached any provision of these Terms.23. Intellectual Property Rights
We own or are licensed to use all intellectual property rights in our Site, Service and all
material published on it (excluding user-submitted content).
All content, including but not limited to the Bottle Butler brand name, logo, product
images, website design and text, is protected by copyright and trade mark law.
You may view, print and download material from our Site for your own personal, non-
commercial use only.
You must not copy, reproduce, republish, upload, transmit, distribute, sell or otherwise
use any content from our Site for commercial purposes without our prior written
permission.
24. Accuracy of Information
We make reasonable efforts to ensure that the information on our Site and Service is
accurate and up to date.
We make no warranties or representations, express or implied, as to the completeness,
accuracy, reliability or suitability of any content.
Content on our Site is not intended to constitute professional advice of any kind and
should not be relied upon as such.
25. Uploading Material and User Contributions
Any content, reviews, comments or images you submit to our Service ("Contributions") will
be treated as non-confidential and non-proprietary.
By submitting Contributions, you grant Bottle Butler a worldwide, perpetual, irrevocable,
royalty-free licence to use, copy, modify, adapt, publish, distribute, display and disclose
such Contributions for any purpose related to our business.
You warrant that any Contribution you submit complies with our content standards (see
Section C) and does not infringe any third-party rights.
You will be liable to us and indemnify us for any breach of that warranty.
We reserve the right to remove any Contribution at any time without notice if, in our
opinion, it does not comply with these Terms.
26. Viruses and Technical Security
We do not guarantee that our Site or Service will be secure, free from bugs, viruses or
errors.
You are responsible for configuring your own IT equipment and software to access our
Service safely.
You should use your own virus protection and security software at all times.You must not misuse our Site by:
Introducing or attempting to introduce viruses, Trojans, worms, logic bombs or other
malicious code ;
Attempting to gain unauthorised access to any part of our Site, server or network;
Conducting denial-of-service attacks or any form of technical interference ;
Harvesting or scraping data from our Site without authorisation.
27. Links To and From Our Site
You may link to our homepage, provided you do so in a way that is fair and legal and does
not damage or take advantage of our reputation.
You must not suggest any form of association, approval or endorsement by Bottle Butler
where none exists.
We reserve the right to withdraw linking permission at any time without notice.
Our Site may contain links to third-party websites. We have no control over those websites
or their content and accept no liability for any loss or damage arising from your use of
them. Their inclusion does not imply our endorsement.
C. ACCEPTABLE USE POLICY
This Acceptable Use Policy sets out the standards of behaviour and content required from all
users of our Site and Service.
28. Prohibited Uses
You agree not to use our Service:
In any way that breaches any applicable local, national or international law or regulation;
In any way that is unlawful, fraudulent or has any unlawful or fraudulent purpose or
effect;
For the purpose of harming or attempting to harm minors in any way, including any
attempt to obtain alcohol for a person under 18;
To send, upload, download or use any material that does not comply with our content
standards (see Section 29);
To transmit any unsolicited or unauthorised advertising, marketing material or spam;
To impersonate any person, business or entity, or misrepresent your identity or affiliation;
To knowingly transmit any data or material containing viruses or malicious code;
To reproduce, resell or commercially exploit any part of our Service without written
permission.
You also agree not to:Access without authority, interfere with, damage or disrupt any part of the Service,
infrastructure or software ;
Attempt to obtain unauthorised access to any user account, server, network or database
connected to the Service.
29. Content Standards for User Contributions
Any material, review, comment or image you contribute ("Contribution") must:
Be accurate where stating facts;
Be genuinely held where stating opinions;
Comply with applicable UK law and the law of the country from which you post.
Contributions must not:
Contain any material that is defamatory, obscene, offensive, hateful or inflammatory;
Promote sexually explicit material, violence, or discrimination based on race, sex, religion,
nationality, disability, sexual orientation or age ;
Infringe copyright, trade mark, database rights or any other intellectual property rights
of any person;
Be likely to deceive any person or be made in breach of any legal duty to a third party;
Promote any illegal activity;
Be used to threaten, abuse, harass or invade the privacy of any person;
Be used to impersonate any person or misrepresent your identity or affiliation;
Advocate or assist any unlawful act such as copyright infringement, computer misuse or
fraud.
30. Suspension, Termination and Enforcement
If you breach this Acceptable Use Policy, we may, at our sole discretion, take any or all of the
following actions:
Immediately suspend or permanently withdraw your right to use the Service ;
Remove or delete any Contribution or material uploaded by you;
Issue a formal warning;
Commence legal proceedings against you for reimbursement of losses (including
administrative and legal costs) resulting from your breach;
Disclose your information to law enforcement, licensing authorities or regulatory bodies
where we reasonably believe it is necessary to do so.
The above list of actions is not exhaustive and we reserve the right to take any other action
we reasonably consider appropriate.31. Changes to This Acceptable Use Policy
We may revise this Acceptable Use Policy at any time by updating this page. Changes will be
effective immediately upon publication. You are expected to check this page periodically, as
the updated policy will be legally binding on you.
32. Contact Us
For all queries, concerns or requests relating to these Terms, our Service, or your account:
Bottle Butler Limited
Phone: 07779 20 30 40
Email: info@bottlebutler.co.uk
Website: https://web.bottlebutler.co.uk
Registered office: 1120a Melton Road, Syston, Leicester, England, LE7 2HA
Company number: 08204655 (England & Wales)
These Terms were last reviewed and updated in April 2026. Please check this page regularly for
updates