Terms of service

Neighbours Notes – Terms & Conditions (In-Store + Online)
Last updated: 18 February 2026

Neighbours Notes is a trading style of Oatley Coffee Ltd (“we”, “us”, “our”).
Address: 39 Priory Road, Hampton, TW12 2NS, United Kingdom
Email: info@oatleycoffee.com
Telephone: 020 4621 6001
Customer service hours: Monday–Friday 9:00am–6:00pm
Response time target: within 2 business days

These Terms apply to your use of our website, purchases made in-store, and purchases made online. By visiting our premises, using our website, or placing an order, you agree to these Terms.

1) Changes to these Terms

We may update these Terms from time to time. The version published on our website when you place an order (or visit/engage with us) will apply.

2) Products and availability

  • Product images are illustrative. Labels, vintages, and packaging may vary.

  • All items are subject to availability. If we cannot supply something you ordered, we may cancel and refund it or contact you with alternatives.

Nothing in these Terms affects your statutory rights.

3) Alcohol sales, age checks and licence compliance

3.1 Age restriction and Challenge 25

  • You must be 18 or over to buy alcohol.

  • We operate Challenge 25. If you look under 25, we will ask for valid photo ID and will refuse sale if acceptable ID is not provided.

3.2 Refusal of service

We may refuse service or alcohol sales where necessary to comply with the law, our premises licence, or where a person appears intoxicated or their behaviour is unsafe or abusive.

3.3 Licensed hours and conditions

We only sell alcohol within our licensed hours and in accordance with our premises licence conditions, including (but not limited to) restrictions on off-sales being sealed and restrictions relating to alcohol consumption in external areas. 


We may cancel or refuse any order where fulfilling it would breach licensing requirements.

4) Orders (online) and purchases (in-store)

4.1 Online orders (contract formation)

Your order is accepted when we confirm it (for example by sending an order confirmation/dispatch confirmation). We may refuse or cancel orders for reasons including stock issues, pricing errors, suspected fraud, delivery constraints, or failure of age verification for alcohol.

4.2 In-store purchases

In-store purchases form a contract at the point of payment. We may refuse service where required by law/licensing or for safety and respectful conduct.

5) Prices, payment and promotions

  • Prices are in GBP unless stated otherwise.

  • If we discover an obvious pricing error, we may cancel the order and refund you (or contact you to reconfirm at the correct price).

  • Discount codes/promotions may have exclusions (often including alcohol or limited releases) and may be withdrawn at any time unless prohibited by law.

6) Events and ticket terms

Where we host ticketed events:

  • Any specific terms will be shown on the event listing.

  • If not stated otherwise on the event listing, tickets are non-refundable, except where you request a refund at least 7 working days before the event date.

  • We may refuse entry/service for intoxication, safety concerns, or breach of house rules. Alcohol service remains subject to licensing conditions.

7) Gift cards

  • Gift cards are non-transferable and not exchangeable for cash (except where required by law).

  • Gift cards do not expire.

  • We may cancel gift cards/store credit where fraud or misuse is suspected.

8) Website use

You must not misuse our website (including attempting unauthorised access, introducing malware, scraping, or interfering with site security). We may restrict access where misuse is suspected.

9) Liability

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or anything else that cannot legally be limited.
Subject to that, and to the extent permitted by law:

  • we are not liable for indirect or consequential losses; and

  • our total liability relating to any order is limited to the amount you paid for that order.

10) Privacy

Our Privacy Policy (published separately via Shopify) explains how we use your personal information. These Terms should be read alongside it.

11) Governing law

These Terms are governed by the laws of England and Wales and disputes will be handled by the courts of England and Wales, unless consumer law requires otherwise.