Guest Upgrade and Delivery Policy

This policy applies when a guest in accommodation managed by The Upgrade Authority orders an optional item or delivery service. This can include food, drink, toiletries or another item shown in the guest portal or offered by the team.

Seller and Delivery Role

The order page or confirmation identifies the seller and the total price. Where a licensed retailer is the seller, The Upgrade Authority arranges collection and delivery rather than selling the item. Where The Upgrade Authority is the seller, the confirmation says so. This distinction does not reduce your statutory rights.

Orders and Payment

We confirm availability before taking final payment. The price shown includes every mandatory charge for the item and delivery. If the requested item is unavailable, we either cancel it without charge or offer a substitute for you to accept or reject.

A card may be preauthorised while availability is checked. The charge is completed only for the item and price you accepted.

Alcohol and Age Checks

Alcohol can be ordered and received only by a person aged 18 or over. The seller or person delivering may ask for an original passport, driving licence or PASS card. Delivery is refused where suitable identification is not produced or there is reason to believe the alcohol is for somebody under 18. The order confirmation explains any lawful charge that may remain after a refused delivery.

Delivery

The available delivery window is shown before the order is confirmed. Unless the confirmation says otherwise, our standard window is Monday to Friday between 9am and 4pm local time. You must provide safe access and be available where an age or handover check is required.

Tell us promptly if an order is missing, incorrect or damaged. Risk passes when the item is handed to you or left at the agreed safe location, except where the law provides otherwise.

Cancellation, Returns and Faults

Contact us as soon as possible if you want to cancel. Processing by a vendor does not by itself remove a statutory cancellation right. A right to change your mind may not apply to rapidly perishable goods, personalised items or unsealed hygiene goods where the legal exception applies.

If an item is faulty, damaged, unsafe, not as described or not the item ordered, contact us or the identified seller promptly. Your statutory right to an appropriate refund, repair or replacement is not limited to a vendor’s own returns policy.

Food and Allergies

Check product labels and tell us about an allergy before ordering. We pass the information to the seller, but we cannot guarantee that a vendor environment is free from a particular allergen or cross contamination. Do not order an item if the available allergen information is insufficient for you to make a safe decision.

Questions and Complaints

Email support@theupgradeauthority.com with the booking reference and order details. Our Complaints Policy applies where the matter is not resolved.

Last updated: 27 August 2026.