Add your Terms & Co1. About City O’Clock
City O’Clock (“we”, “us”, “our”) is a curated digital platform showcasing and facilitating bookings for exceptional experiences across England. Most experiences are delivered by independent partners (“Experience Providers”). A small number of experiences (known as Insiders) are personally curated and delivered by the City O’Clock team.
By using our website, creating an account, or booking an experience, you agree to these Terms & Conditions.
2. Our Role
2.1 Partner‑Delivered Experiences
For the majority of listings, City O’Clock acts as a booking intermediary.
We curate and present the experience.
The experience itself is delivered by an independent Experience Provider.
When you book, you enter into a direct contract with that provider.
2.2 City O’Clock “Insiders” Experiences
Insiders are rare, founder‑curated experiences designed and delivered directly by City O’Clock.
For Insiders, your contract is with City O’Clock.
We are responsible for the delivery, quality, and fulfilment of these experiences.
Insiders will be clearly marked on the platform.
3. Booking Process
Bookings are made through the City O’Clock platform.
You must provide accurate information at the time of booking.
A booking is confirmed once you receive a confirmation email.
3.1 Bookings Requiring Partner Confirmation
For some experiences, City O’Clock will take a deposit at the time of booking while we await confirmation from the Experience Provider.
The Experience Provider has 24 hours to confirm the booking.
If the provider confirms, the remaining balance (if applicable) will be charged automatically or as stated on the experience page.
If the provider declines or does not confirm within 24 hours, the deposit will be refunded in full to the original payment method.
No further charges will be taken unless the booking is confirmed.
This applies to experiences where availability must be verified manually by the provider.
4. Pricing & Payment
All prices are displayed in GBP [Am1] and include VAT where applicable.
Payment is taken at the time of booking unless otherwise stated.
Pricing may change at any time, but confirmed bookings will not be affected.
5. Cancellations & Refunds
City O’Clock experiences fall into two categories. Each category has its own cancellation and refund rules, which are clearly displayed on the experience page at the time of booking.
5.1 Category One: City O’Clock‑Controlled Experiences
(i.e. Any experience where City O’Clock has direct oversight or involvement)
These experiences allow for greater flexibility because we or our close creative partners manage preparation, materials, and delivery.
Customer Cancellations
More than 7 days before the experience
Full refund to the original payment method, or
One free date change to any available date.
3–7 days before the experience
City O’Clock credit for the full booking amount (valid for 12 months), or
One free date change (subject to availability).
Within 72 hours of the experience, or no‑shows
Non‑refundable.
Legal Notes
Category One experiences are dated services, and therefore not subject to the 14‑day cooling‑off period under UK law.
Refunds are issued to the original payment method within 14 days.
City O’Clock may offer refunds or credits in exceptional circumstances at its discretion.
If City O’Clock or a Partner Cancels
If for any reason we or a partner cannot deliver a Category One experience:
You will receive a full refund, or
You may choose to rebook at no additional cost.
5.2 Category Two: Luxury Partner‑Delivered Experiences
(i.e. Any experience delivered by a luxury provider with its own policies)
These experiences are delivered by independent luxury partners who set their own cancellation and refund rules.
Customer Cancellations
The cancellation and refund policy is set by the Experience Provider.
The relevant policy will be clearly displayed on the experience page before you book.
By completing your booking, you agree to the provider’s terms.
If the Provider Cancels
You will receive a full refund or the option to rebook, depending on the provider’s policy.
City O’Clock will communicate updates as soon as we are informed.
5.3 No‑Shows (All Categories)
Failure to attend an experience without prior cancellation will result in no refund.
5.4 Exceptional Circumstances
If something unexpected happens (i.e. illness, travel disruption, bereavement) please contact us. We will always do our best to help, within the boundaries of the category rules.
6. Changes to Your Booking
Minor changes (e.g., time adjustments) may be accommodated depending on availability.
Requests must be made at least 48 hours in advance.
City O’Clock cannot guarantee changes but will liaise with the provider or, for Insiders, manage the change directly.
7. Experience Provider Responsibilities
For partner‑delivered experiences, Experience Providers are responsible for:
Delivering the experience as described
Ensuring safety, compliance, and insurance
Providing accurate information to City O’Clock
Communicating any changes or issues promptly
City O’Clock may remove or pause listings that do not meet our standards.
8. City O’Clock Responsibilities for Insiders
For Insiders, City O’Clock is responsible for:
Designing and delivering the experience
Ensuring safety, professionalism, and care
Providing accurate information
Communicating any changes promptly
We hold appropriate insurance for experiences we deliver directly.
9. Customer Responsibilities
You agree to:
Arrive on time
Follow all safety instructions
Respect the Experience Provider’s or City O’Clock’s property, staff, and environment
Disclose relevant information (dietary needs, allergies, accessibility requirements, medical conditions, age restrictions)
Failure to comply may result in refusal of service without refund.
10. Intellectual Property
All content on the City O’Clock website; including text, imagery, branding, and design is owned by City O’Clock or licensed to us. You may not copy, reproduce, or use our content without written permission.
11. Liability
11.1 Partner‑Delivered Experiences
City O’Clock is not liable for any injury, loss, or damage arising from the delivery of partner‑provided experiences. Our liability is limited to the amount paid for the booking.
11.2 Insiders
For Insiders, City O’Clock accepts responsibility for the delivery of the experience. Our liability remains limited to the amount paid for the booking, except where UK law states otherwise.
11.3 General
Nothing in these terms excludes liability for fraud or anything that cannot be excluded under UK law.
12. Website Use
You agree not to:
Misuse the website
Attempt to access data without permission
Use automated systems to extract data
Interfere with the platform’s operation
We may suspend access for misuse.
13. Privacy & Data
Your personal data is handled in accordance with our Privacy Policy. We only share necessary information with Experience Providers to fulfil your booking.
14. Changes to These Terms
We may update these Terms & Conditions from time to time. The version in effect at the time of your booking will apply.
15. Governing Law
These Terms & Conditions are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
16. Contact
For questions, changes, or support: info@cityoclock.com
