TERMS & CONDITIONS

 

We don’t want to get too legal for too long but these little beauties are here for your protection as well as ours. Take a look through, feel their awesome power, and then let’s have a beer together!

General terms

  1. The Urban Guild ‘Hug Club’ Card (Card) scheme and benefits are operated by Urban Guild Limited, Company Number 07222076 (England and Wales) whose registered address is 23 Argyll Road, Bournemouth, Dorset, BH5 1EB and its subsidiary companies (“Urban Beach Hotel Ltd, Urban Reef Restaurant Ltd and Jenkins & Sons Ltd”), who controls this website. Use of your Card constitutes acceptance of these terms.

  2. The Hug Club ceased on 22nd July 2022.

  3. Urban Guild can cancel, withdraw or alter the scheme, including these Terms and Conditions, or any individual Card account, at any time.

  4. All Cards belong to Urban Guild. The Card is non-transferable and for your own use. The Card is a loyalty card and is not and cannot be used as any form of credit card, guarantee card or proof of age or identity.

  5. The Card scheme is only valid or use in group venues; Urban Beach Hotel, Urban Reef Restaurant, The Wood Oven and Jenkins & Sons.

  6. We do not issue additional cards for the same account.

  7. Urban Guild can take any action it considers appropriate, including removing or suspending a Card account and points accrued, if we have reason to believe you are abusing the scheme or associated offers.

  8. Use of additional offers and benefits associated with your Card account are subject to availability at each venue.

  9. Urban Guild will remove Card points from Card accounts that haven’t been used for two years or have been closed.

  10. To benefit from the Card scheme you must be a United Kingdom resident aged 18 years or over. ID can be requested for proof of age when serving alcoholic beverages.

Refunds

We hope it doesn’t come to this but if you aren’t entirely satisfied with your tucker, please find one of our crew members who will be keen to make it right for you.

Bookings & Reservations

Our 'No Show' and cancellation policy is in place for our bookings. We will require your credit card details upon booking to secure your reservation. In the event of a cancellation with less than 48 hours notice prior to your booking or in the event of a 'No Show' for your reservation, we will make a charge to your card at £10 per person booked. This also applies to tables were not all of the party booked turns up, where we will charge £10 per head for each gust not atteding the booked number if guests. Your card details are securely kept with a third-party agent called Stripe.

Please respect our no shows Fees, these are not in place to make money, they are in place to safeguard the business against losing money. It comes with a heavy heart when we have to charge our amazing loyal customers a fee when they’re unable to experience their visit with us however it also comes a great financial loss when the booking cannot be fulfilled, whether this is due to people not being able to book in advance with us because the booking is full or we get last-minute cancellation and we’re unable to reseat the table.

To avoid being charged for no show fees our best advice would be to cancel your booking if you’re unsure you can make the booking, with at least 48 hours before it is due and If you can make it then try to rebook if there is space, at least if you can’t make the booking there’s a higher chance of the booking being filled and no show fees are avoided for all. 

Promotions & Discounts

BHLIVE PRE-SHOW MEAL DISCOUNT

If you are taking advantage of our pre show email discount please note the following terms:

1. Please show tickets for your show at the restaurant to receive discount

2. Reservation time should be within 3 hours of show start or finish time

3. No other additional discounts can be applied

4. 20% discount is off the food element only of the bill

5. This offer is valid for reservations up until 1st March 2026

Cocktail Happy Hour

If you are taking advantage of our cocktail happy hour please note the following terms:

1. The alcoholic cocktails are only for the consumption of those over 18 years of age.

2. Two of the same cocktail must be ordered for the discount to be applied.

3. Eligible days are Monday, Tuesday, Wednesday, Thursday, Friday, and Sunday

4. The promotion runs from 1600-1800hrs

5. Licensing laws regarding responsible drinking practices will be applied and adhered to

January 2026 2 for 1 Giveaway

If you are taking advantage of our cocktail happy hour please note the following terms:

  1. This promotion entitles customers to receive two main meals for the price of one when dining in during January, upon presentation of a valid 2-for-1 voucher..

  2. Offer valid from 1 January to 31 January 2026 at Urban Garden only.

  3. The offer applies to tables of up to eight guests per voucher.

  4. The cheapest main course(s) will be provided free of charge.

  5. The offer cannot be used in conjunction with any other promotion, set menu, or discount.

  6. Steaks are excluded from the offer due to the premium nature and fluctuating supply costs of these items.

  7. The voucher is valid for one use only and cannot be exchanged for cash or used to purchase drinks or desserts.

  8. A discretionary 10% service charge applies to the full bill before the discount is applied.

  9. Management reserves the right to withdraw, amend, or refuse the offer at any time without prior notice.

  10. The offer is valid for dine-in customers only; takeaway and delivery orders are excluded.

  11. Bookings are recommended to avoid disappointment, as availability may be limited during busy periods.

  12. By using this voucher, the holder agrees to these terms and conditions.

Love Lunch Promotions

If you are taking advantage of our Love Lunch or Sunday Roast promotional menus, please note the following terms:

  1. The two-course lunch offer includes one starter or dessert and one main course.

  2. If three courses are ordered, the cheaper of the starter or dessert will be included within the discounted two-course price, and the remaining course will be charged at the standard menu rate.

  3. The promotion applies to selected dishes marked on the Love Lunch and Sunday Roast menus only.

  4. This offer is available Monday to Saturday for Love Lunch, and Sundays for Sunday Roast.

  5. The offer is valid during lunch service hours only. Please check current serving times with the team when booking or on arrival.

  6. No additional discounts or promotions can be used in conjunction with this offer.

  7. The £5 lunchtime voucher offer is redeemable against the food element of your bill only and cannot be exchanged for cash or used across multiple visits.

  8. Urban Garden reserves the right to withdraw or amend this promotion at any time without prior notice.

Christmas Parties 2025 - Booking Incentive

If your party is for 10 guests or more and you pay the £10 per head advanced payment in September, you will receive a FREE £50 voucher on us delivered after your party to spend back with us in 2026.

  1. Tables must be booked and completed on the day to be of 10 guests or more

  2. Deposit of £10 poer head must be confirmed as recieved by Urban Garden by the last day of September.

  3. The voucher will be sent digitally to the booking email used within 14 days after your booking date.

  4. The voucher will be valid from 1st January 2026 and vald until 1st June 2026.

  5. No cash alternaives can be offered or transferred.

Points
Points will be awarded as follows:

  1. Points will be earned at the rate of 1 point for every 1 pound (£) spent.

  2. The Card must be scanned at the point of purchase to earn the points, and points will not be awarded retrospectively.

  3. Urban Guild reserves the right to change the amount and value of points at any time, with 14 days notice. However, all points collected up to the date of the rate change can be redeemed in accordance with these terms and conditions.

  4. Some promotional offers may not be able to be used in conjunction with Hug Club points, this will be at the discretion of Urban Guild.

  5. Points cannot be exchanged for cash.

  6. If you lose your Card or if it ceases to work for any reason Urban Guild may, at its discretion, replace your card and, once you have registered your new card, transfer any points collected on it to the new card, thereafter the original card will cease to work.

Data Protection

  1. Urban Garden and our group of venues is committed to protecting your privacy. We will always keep your personal information safe, will never sell it to third parties and will only send you marketing material if you have agreed we can do so. Please refer to our Privacy Policy, which is on our website, for full details of how Urban Garden uses and cares for your personal data.

These terms and conditions are governed by and construed in accordance with the laws of England and Wales.