Terms & Conditions

Terms & Conditions

STACK Leisure (STACK) is operated by THE HOLD GROUP LIMITED. The Hold Group Limited is UK based company whose registered office is Patrick House, Gosforth Park Avenue, Gosforth Business Park, Newcastle upon Tyne, NE12 8EG

In the United Kingdom, the governing law and jurisdiction for any legal matters related to these terms and conditions shall be governed by the laws of England and Wales. Any disputes or claims arising out of or in connection with these terms and conditions, including those related to the booking process or the use of our services or products, will be subject to the exclusive jurisdiction of the courts of England and Wales. This choice of governing law and jurisdiction is made to ensure clarity and consistency in the application of these terms, allowing for efficient resolution of any potential disputes. By engaging in business with us, customers consent to this legal framework and agree to resolve any issues within the legal confines of the United Kingdom.

Entry Policy

At STACK, the safety and security of our staff and customers is paramount. STACK operate a challenge 25 policy. If you are lucky enough to look younger than 25 then please be prepared to prove your age with valid and current identification. This can be either a UK driving licence, passport, or PASS identification card bearing the PASS hologram. Many STACK venues, in conjunction with local authority guidance, operate an ID seizure policy whereby false ID will be confiscated and handed over to the police.

STACK support the responsible consumption of alcohol and reserve the right to refuse service to customers who are, or appear to be, intoxicated.

Tap water is freely available in all our venues upon request.

A random search policy of all customers may be implemented depending on prevailing conditions, risk assessment or police advice.

STACK operate a zero-tolerance policy on drugs. Customers suspected of dealing or using drugs will be asked to leave the premises immediately. Customers are advised that STACK work continually with local authorities to ensure STACK venues are fully compliant on all aspects of health and safety and crime and disorder.

CCTV is in operation in all STACK venues.

We have the right to refuse service and / or entry to the premises - without providing you with a reason. 

Child/Age Policy

  • Families are very welcome to visit STACK.
  • Under 18s visiting the main STACK Plaza area must be accompanied by a parent / legal guardian, or an adult aged 25 or over at all times due to the nature of STACK being a licensed premises that serves alcohol.
  • Anyone under the age of 18 must be off site by 9pm.
  • Weekends - Under 18’s may be refused entry into the venue from 7:00pm. Any under 18's already in the venue will be asked to leave no later than 9pm, in line with our premises license.
  • Kroud Karaoke is an 18+ event only - Under 18’s will be refused entry into the venue from 6:30pm. All under 18s already in the venue before this time must be off site by 7:00pm before the event starts.

Dress Code

  • We have a relaxed dress code, however as a general rule: we advise smart casual clothing be worn on evenings and weekends. If wearing sportswear, you may be refused entry.
  • Please remember some of our venues have large areas open to the elements so dress appropriately for the weather, especially in the winter months.
  • STACK does not allow fancy dress. Unfortunately, any guests arriving in fancy dress will be refused entry

This behaviour and code of conduct policy (the Code) sets out the rules operated by and the behaviour expected of any and all visitors or persons present at the venues, known as ‘STACK’ (STACK), and operated by The Hold Group Limited (the Hold Group)(together the STACK Venues).

All visitors to the Stack Venues shall, at all times:

  1. follow all instructions given by an employee of the Hold Group (STACK);
  2. not behave in any way that will damage or adversely impact the reputation of STACK and/or the Hold Group as a friendly and professional food and drinks provider and operator of hosted functions and events at the STACK Venues, including making false, inaccurate and malicious claims and posts on any social media platform;
  3. not carry, hold, bring, use, have in their possession or offer for sale or gift any illegal drugs or alcohol whilst at the STACK Venues;
  4. comply with STACK’s dress code (see section 2. Customer Safety/ Entry Policy) and not, unless this is in compliance with STACK’s dress code, wear or carry any fancy dress outfits, costumes, items or footwear;
  5. adhere to and comply with the Challenge 25 Policy operated at the STACK Venues, including any responsible service of alcohol initiatives implemented at the STACK Venues from time to time and shall immediately produce any identification required or demanded by any STACK employee in a polite, respectful and courteous manner;
  6. not smoke or vape or use e-cigarettes inside or outside the STACK Venues, other than in designated smoking areas;
  7. behave in a manner conducive to the enjoyment of the STACK facilities for everyone and not use any obscene, rude, foul, racially or sexually discriminatory and/or offensive language or behave in an overly loud and aggressive behaviour towards anyone, including all STACK employees. The determination of any such behaviour shall be at the absolute discretion of the on-site Hold Group manager at the STACK Venues;
  8. not damage any property or item belonging to the Hold Group and/or any property or item that is present at/on the STACK Venues that belongs to any third party supplier and/or customer at the STACK Venues and shall pay, immediately upon request, all costs and expenses arising out of or in connection with any damage caused to such property and/or items (including without limitation any repairs and/or replacement property and/or item);
  9. accept any decision made by a STACK employee to refuse a visitor entry to the STACK Venues and immediately upon being told of the refusal decision, leave the STACK Venues (which includes any car park and outside areas comprised within STACK Venues). If a visitor has already entered the STACK Venues (including any car park and outside areas comprised within STACK Venues) the visitor shall immediately upon being told to leave the STACK Venues, leave the STACK Venues.  All visitors shall leave the STACK Venues in a polite, respectful and courteous manner. The decision shall be at the absolute discretion of the on-site Hold Group manager at the STACK Venues;
  10. not carry, display or use any offensive slogans, logos or promotional material at the STACK Venues;
  11. ensure that all persons under [18 years of age] leave the STACK Venues by [8pm] and will be accompanied by a responsible adult at all times whilst at the STACK Venues;
  12. at all times, be polite, respectful and courteous to all STACK employees and members of staff present at STACK Venues (including in any telephone conversations, social media and/or email exchanges);
  13. leave the STACK Venues in a quiet, respectful and courteous manner and ensure that the visitor does not use any excessive noise levels, shouting or raised voices which could disturb the local residents or occupants immediately surrounding the STACK Venues.  

COMPLAINTS:   Visitors shall address any complaints regarding the Code and action taken in pursuance of the Code to the General Manager onsite or email details to complaints@stackleisure.com

General terms and conditions of sale and supply of the products supplied by The Hold Group Limited which are herein known as the STACK Products (the General Terms).

You can find everything you need to know about us, THE HOLD GROUP LIMITED (the Hold Group, Our, We, Us) and our various Stack locations (the STACK Venues) on our website.  We operate the Stack Mobile App (the App) and website WWW.STACKLEISURE.CO.UK (the Site) and use the App for the sale and purchase of products supplied by our partners (the Traders and the Traders’ Products) and the sale and purchase of the STACK Products.  The Traders’ Products and the STACK Products are also sold in person outside of the App. The App and Site terms and conditions of use (the App T&Cs which are available HERE set out how the App will be used; how your orders for the Traders’ Products and the Stack Products will be accepted; how you will pay for the Traders’ Products and Stack Products and how refunds will be processed. 

The General Terms set out the terms upon which We sell and supply the Stack Products to you and the General Terms apply to ALL CONTRACTS entered into between you and Us.

The General Terms do NOT apply to the sale and supply of the Traders’ Products which are covered by the Traders’ own terms and conditions (See THIRD PARTY SUPPLIERS below).

In addition to the General Terms, We also have specific additional terms and conditions which relate to customer safety (set out in section 2 of this webpage), bookings and events (set out at section 7 of this webpage), specific booking/event terms (set out at section 8 of this webpage), Stack rewards (set out at section 6 of this webpage), gift cards (set out at section 9 of this webpage) and social media competitions (set out at section 10 of this webpage) (the Additional Terms).

In the event of any conflict between the General Terms and the Additional Terms, the General Terms shall prevail.   

Stack Products can vary slightly from their pictures and will not be delivered to your table.

A Stack Product may not exactly match that shown on your device, the Site or in our marketing or its packaging may be slightly different.

You must collect all Stack Products from Us at either Holy Duck, ZZA and YOLO Coffee & Kitchen units (the Stack Units) within the Stack Venues depending on where you placed your order.

You will collect your order from the Stack Units and must behave at all times in a courteous and respectful manner and in accordance with Our Behavioural Policy in (set out in section 3 of this webpage).

You're responsible for your order

You are responsible for ensuring that your order for the Stack Products is correct and, if ordering via the App, that you have ordered the Stack Products and the Traders’ Products to be collected at the correct Stack Venue.  If we're making or supplying the Stack Product to your specific requirements, you're responsible for making sure those requirements are correct. If you have any food allergies you must not place any orders via the App. You are responsible for collecting your order at the time slot that you have been allotted (whether ordered through the App or in person on premises) and if you don’t collect the order at the allotted time slot we will not offer a refund or replacement Stack Product to you.

Sale of alcohol

You must be aged 18 or over to place an order for alcohol. Such items can only be sold to persons aged 18 or over.   By placing an order that includes alcohol, you confirm that you are at least 18 years old.  We operate a Challenge 25 policy and may request you to provide suitable photographic identification in the form of a photocard driving licence, passport or PASS identification card containing a PASS hologram, in support of the order that includes alcohol.  We may refuse to serve any alcohol, included within your order to a person who does not appear to be, or cannot prove themselves to be, over the age of 18 and/or doesn’t comply with the Challenge 25 policy requirements.

We're not responsible for delays outside our control

If Our supply of your Stack Product is delayed by an event outside our control, We will contact you as soon as possible to let you know and do what We can to reduce the delay. As long as We do this, We won't compensate you for the delay, but if the delay is likely to be substantial We will immediately end the contract with you and We will process a refund for any Stack Products you have paid for, but not received, less reasonable costs We have already incurred at the same time.

Your legal right to change your mind. For certain Stack Products bought online you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below. For Stack Products ordered in person either via the APP or at the Hatch on premises at the Stack Venue there is no right to cancel.

When you can't change your mind. You can't change your mind about an order for:

  • Stack Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  • goods that are made to your specification;
  • goods that are perishable; and
  • goods that have already been prepared to your order.

How to let us know. To let us know you want to change your mind, contact Our on duty Stack Venue Manager.

When and how We refund you. If you tell Us you've changed your mind about a Stack Product that hasn't been delivered We will refund the price to you as soon as possible and within 5 days. We refund you by the method you used for payment. We don't charge a fee for the refund.

You have rights if there is something wrong with your Stack Product

If you think there is something wrong with your Stack Product, you must show it to the on duty Stack Venue Manager and, subject to the General Terms, We will honour Our legal duty to provide you with Stack Products that are as described to you on our Site or App and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

Summary of your key legal rights

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality.

We can change Stack Products at any time.

We may update the General Terms on notice from time to time.

We can withdraw Stack Products from sale at any time.

We can stop providing a Stack Product and We will refund any sums you've paid in advance for Stack Products which won't be provided.

We can end our contract with you.

We can end our contract with you for a Stack Product and claim any compensation due to Us if:

  • you don't make any payment to us when it's due; and/or
  • you don't collect your Stack Product from Us at the allotted time slot.

We don't compensate you for all losses caused by Us or Our Stack Products.

We're responsible for losses you suffer caused by Us breaking this contract unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to Us before We accepted your order meant We should have expected it (at law, the loss was unforeseeable).
  • Caused by a delaying event outside Our control. As long as We have taken reasonable steps to avoid a delay to the supply of the Stack Products.
  • Something you could have avoided by taking reasonable action, including following Our reasonable instructions for use.
  • A business loss. Stack Products are supplied to you for your personal consumption and are not supplied for any business purpose or use.

 Provision of Third Party Services by the Traders

The Traders are independent third party restauranteurs and/or providers of other food, beverage and preparation services (Third Party Providers) whose services include providing food and/or drinks which are made available to you through your use of the App or in person at the Stack Venues (Third Party Services).

For Third Party Services, We act as a disclosed agent between you and the Third Party Providers to enable them to contract with you and provide the Third Party Services to you. We do not provide Third Party Services. All Third Party Providers are independent third party contractors, registered businesses or other legal entities who are not employed by or acting on behalf of Us.

The Third Party Provider is responsible for any obligations that may arise from the provision of the Third Party Services.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Policy.

Disputes

You have several options for resolving disputes with Us:

Any issues should be raised with the team at the venue as soon as they arise so they can be dealt with there and then by a Team Member or the Manager on duty and they will do their best to resolve any problems you have with Us or our Stack Products. You can also contact us via email to make a compliant by emailing complaints@stackleisure.co.uk.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against Us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to Our contract:

You can only transfer your contract with Us to someone else if We agree to this.

Nobody else has any rights under this contract. This contract is between you and Us. Nobody else can enforce it and neither of Us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of the General Terms are unlawful, the rest will continue to apply.

Even if We delay in enforcing this contract, We can still enforce it later. We might not immediately chase you for not We cannot enforce our rights at a later date.

Please read these terms and conditions carefully before using the app operated by Stack (The Hold Group Limited).

These Terms and Conditions, together with the Licensed Application End-User Licence Agreement set out at http://www.apple.com/legal/internetservices/itunes/appstore/dev/stdeula/ for Apple devices or the Google Play Terms of Service set out at https://play.google.com/intl/en_uk/about/play-terms.html for Android devices (“the EULAs”) and any additional terms of use incorporated into the EULAs by reference, as well as the STACK (The Hold Group Limited) Privacy Policy are collectively “the Terms of Use”. The Terms of Use apply to your use of:

  • The App hosted on the Apple iTunes App Store in relation to Apple devices or the Google Play Store in relation to Android devices, following your download of a copy of the App onto your mobile telephone or handheld device.
  • Any of the services you can access via the App.

By accessing or using the STACK App you agree to be bound by these Terms of Use. If you disagree with any part of the Terms of Use then you may not access the App.

  1. In order to utilise the STACK App and access its services, you must meet the following user requirements:
    • You must be aged 18 or over to download and use the App
    • If alcoholic or age-restricted products are purchased, both the purchaser and any intended consumer must be aged 18 or over and able to provide valid ID upon request.
    • Your admission to licensed premises and service by the STACK team is subject to licensing laws as well as any applicable STACK policies or procedures.
    • You must have either Apple Pay, Android Pay, a PayPal account or valid payment card to place an order.
  2. STACK accepts no responsibility for any damage or data loss caused to your mobile telephone or handheld device as a result of downloading the App.
  3. The general manager may exercise their sole discretion to refuse to serve any guest or to make any other decision with the intention of observing and upholding the licensing objectives, as well as any applicable STACK policies or procedures.
  4. All products and offers are subject to availability. The general manager may offer alternative products or refunds at their sole discretion. Orders cannot be amended or cancelled once the order has been placed.
  5. It is not possible to amend or cancel orders once they are placed. If you have any problem with your order or payment please contact a team member for assistance.
  6. If a guest is to place an order and it is in an incorrect venue i.e. they are not in the same venue as the one they place the order at, we are unable to offer refunds. 
  7. By placing an order through the app, you are confirming that the order details are correct and STACK accepts no liability or responsibility for orders made incorrectly; therefore refunds for orders to incorrect venues will not be issued under any circumstances. Any refunds that have been approved by our central support team may take between three and 10 working days depending on your bank. These terms do not affect your legal rights as a consumer to cancel certain contracts under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
  8. Any refunds due will be processed through the STACK till during the same day or can be refunded via the Payment Gateway provider merchant portal. Refunded sums will be returned to the PayPal account or originating card within 72 hours, but may be dependent on your bank.
  9. In the event that you experience technical issues when using the App, speak to a member of the STACK team for assistance.

Overall

These terms and conditions (the “Terms”) applies to your use of STACK Reward by The Hold Group Limited.

The Hold Group Limited (STACK) is registered in England and Wales. The registered name is The Hold Group Limited. Their registered office is at Patrick House, Gosforth Park Avenue, Gosforth Business Park, Newcastle Upon Tyne, NE12 8EG. Their VAT number is 403701639.

The Programme

  • STACK Rewards is the loyalty scheme ran solely by The Hold Group Limited. You do not have a physical card – your unique QR code is hosted in the Rewards platform.
  • STACK Rewards is only open to residents of the UK who are aged 18 or over.
  • Only one STACK Rewards account can be registered per email address.
  • You can use your STACK Rewards account at any STACK venue restaurants across the United Kingdom. These are:

STACK Seaburn and coming soon STACK Lincoln, ST James STACK, STACK Newcastle, STACK Middlesbrough, STACK Durham, STACK Bishop Auckland, STACK Carlisle, STACK Northampton, STACK Manchester

To use your STACK Rewards account, you must have the QR code associated with your account scanned by one of our staff before paying the bill. Showing staff the card is not enough.

When ordering street food through the STACK App your points will automatically be added to your account

  • To register for STACK Rewards, you must download the STACK APP and sign up to register your details providing a valid email address.
  • It is not compulsory to consent to marketing communications, however in opting out you accept that you may not be in the first group of people to hear about new rewards and offers.
  • STACK reserves the right to refuse to accept a STACK Rewards account which it deems to have been tampered with, duplicated, or which otherwise is suspected to be affected by fraud, misconduct or unauthorised use. The account will become invalid and all rewards and cashback will be immediately removed from the card.
  • It is strictly prohibited for someone to join STACK Rewards more than once to benefit for any privilege. Failure to adhere to these conditions could result in your membership being retracted.

Reward Points and Credit

For every whole £1 spent, 1 point is earned, for every 200 points earned you will receive a £10.00 credit to your reward account.

For example:

£1.00 spend = 1 point

200 points = £10.00 credit

  • Any credit earned can only be spent at the STACK bars. Credit can’t be redeemed on the app or at the Street Food Traders.
  • You must present your STACK Rewards card (app) during your visit in order to collect points.
  • You can check your current points and credit balance at any time by logging in to the STACK App and selecting the ‘My Rewards’ section. Alternatively, if you provide a member of staff with your unique QR code, they can check this for you at the STACK bars.
  • Points can be earned at all times in STACK on all street food traders’ menus and drinks from the bars including the coffee shop (excluding any retail traders).
  • Points cannot be earned when ordering takeaway through a third-party delivery platform.
  • Reward credit is only redeemable at the STACK bars - no cash alternative is available.
  • You must register on the STACK APP with STACK Rewards to start earning points.
  • Credit expires exactly a year after being earned.
  • Credit cannot be exchanged between accounts or merged from one account to another. It cannot be shared with other people. A bill cannot be split to share credit.
  • Credit is only valid against drink purchases from the STACK bars.
  • Points cannot be added from previous visits. Once the bill has been paid and the account has been closed, you are unable to receive points retrospectively.
  • When redeeming credit, if the value being redeemed is lower than the total value of the bill, the remaining amount will need to be paid as normal. For example, if you have £20 credit and the bill is £30 – you will need to pay the remaining £10 as normal.
  • When redeeming credit, the amount of discount is automatically removed from your STACK Rewards account. For example, if you have £30 credit and use £10 of it on a visit – you will be left with £20 credit.

STACK reserve the right to correct or amend the amount of points/credit value in your account if we deem there to be foul play. If you wish to contest such a correction or amendment to your account balance, please contact us on info@stackleisure.com. We will reply to all emails within 7 working days.

STACK reserve the right to amend the programme and points value offered at any time. In the event of doing so, all historical balances will remain unaffected – this would only ever affect future transactions.

Rewards and Offers

  • When ordering through the Stack App any available rewards/offers will automatically be redeemed. To redeem a reward or an offer at the bars or street food hatches, you must show your unique QR code to your server before ordering. This can be done by bringing up your reward card on the STACK App.
  • Only one reward can be redeemed on a single visit and offers cannot be combined under any circumstance.
  • No cash alternative will be offered for any discount or offer.
  • All rewards are subject to change and can be changed or revoked by STACK at any time.

Birthday Reward

  • 20% discount on drinks from the STACK bars – available 5 days before and 5 days after your birthday.
  • No cash alternative.
  • Discount only available on full priced drinks.
  • You may be asked for ID.
  • Cannot be used in conjunction with any other offer.

YOLO Coffee Reward

  • Buy 9 coffees/hot drinks receive 10th coffee/hot drink free.
  • The 9 coffees/ hot drinks must be purchased within a 12-month period to claim the 10th free coffee/hot drink.
  • The free drink includes a regular; latte, cappuccino, americano, breakfast tea, flat white, mocha, espresso only.

Communication

  • When signing up, if you specify that you would like to receive additional marketing communications then you are giving express permission to receive email and/or SMS communications from us.
  • If you wish to remove yourself from this, then you can unsubscribe via one of the emails received.

Cancellation

  • To cancel your membership on the STACK Rewards programme, you can email info@stackleisure.co.uk. Please include ‘Cancellation Request’ and your card number in the subject line.
  • Once cancelled, points/credit cannot be transferred to another account, or reactivated at a later date.
  • Cancellations may take up to 7 days to process.

General Booking terms & Conditions that apply to all types of bookings:

Booking process

  • All bookings for our services/products must be made online through our official website or designated booking platform. We do not accept reservations via phone, email, or in-person bookings. Online bookings provide a convenient and streamlined process for both our customers and our business.
  • To initiate the booking process, customers should visit our official website at stackleisure.com. Once on the website, navigate to the ‘Bookings & Events’ section, where you will find our user-friendly online booking portal.
  • In the booking portal, customers will be prompted to select their preferred date and time for the service or product. Please ensure you choose the correct date and time to avoid any scheduling conflicts.
  • To complete the booking, you will be required to provide accurate personal information, including your name, contact details (email and phone number), and any other information as requested in the booking form. We value your privacy and handle your data in accordance with our privacy policy.
  • Payment information will be requested during the booking process. Please enter valid payment details to confirm your reservation. You may be required to pay the full amount or a deposit, as specified in the booking portal.
  • After submitting your booking details and payment information, you will receive an immediate confirmation of your reservation on the booking portal. Additionally, you will receive a confirmation email at the email address you provided.
  • Your confirmation email will include a unique booking reference or code. Please keep this reference for your records, as it will be required for any modifications, cancellations, or inquiries related to your booking.
  • It is your responsibility to verify the booking details in the confirmation email for accuracy. If you notice any discrepancies, please contact our customer support team immediately.

If you encounter any difficulties during the online booking process or have questions about your reservation, our customer support team is available to assist you. Contact us at info@stackleisure.com.

By making your booking online, you acknowledge that you have read, understood, and agreed to our booking terms and conditions, as well as our privacy policy. Online bookings are an efficient and secure way to reserve our services/products, ensuring a smooth and hassle-free experience for our customers.

Drinks Vouchers:

  • Drinks vouchers can be redeemed against alcoholic and soft drinks only and used at any bar within STACK.
  • Drinks vouchers are only valid on the date of the booking and are non-refundable.
  • No change will be given for any vouchers.

Arrival & Number of Guests

  • When booking the numbers of guests are in relation to adults only, children under 12 years of age do not need to be included, but please let us know if you intend to bring any along so we can allocate your space accordingly. Please read our Child/Age Policy before booking.
  • Please arrive at the main entrance, there you will be greeted by a door host/door team, taken to your reserved space, and given your vouchers.
  • We ask you to please be on time for your booking, should you not arrive with us on time we will hold the space you have reserved for a period no greater than 15 minutes. After this time, your reserved space will be made available to other customers.
  • If all of your guests arrive at different times or do not arrive at all, we may reduce the space of your area to accommodate other customers due to the popularity and business needs of the site.

Table Allocation

  • Please note the area is never fully exclusive purely due to fact of how popular the venue is.
  • Once your booking time is up, you may be asked to vacate your designated area, due to bookings after you. Please speak to a member of the team on the day and they will advise if you can keep your allocated bench for longer.
  • The management team reserve the right to move your allocated bench - without giving the customer any notice.
  • If all of your guests arrive at different times or do not arrive at all, we may reduce the space of your area to accommodate the general public due to the popularity and business of the site.
  • Upper Plaza table bookings do not guarantee a view of the big screen or the stage.

Street food vendors

  • Food can be purchased on the day of your booking, please note all of the food vendors situated at STACK are independent traders and may close earlier than STACK, please check closing times upon arrival or via our website.

Conditions of Entry

Please see section 2 on ‘Customer Safety’ which includes details of our Entry Policy, Child/Age policy and Dress Code.

The ticket holder voluntarily assumes all risks and danger incidental to the event for which the ticket is issued, whether occurring prior, during or after the event. The ticket holder voluntarily agrees that the management, venue, event participants, DesignMyNight WFL Media Ltd and all of their respective agents, officers, directors, owners and employers are expressly released by the ticket holder from any claims arising from such causes.

Cancellation Policy

  • Any deposits paid are non-refundable however if given more than 48 hours we can look at date change for you.
  • Cancellation within 48 hours – deposit and full paid balance non-refundable.
  • We cannot refund any changes in your party group size once paid in full – any vouchers allocated to guests who can no longer make it will be given to the group to spend.
  • To cancel or reschedule your booking please reply to your confirmation email at your earliest convenience.

Upper Plaza Bench Bookings including monthly Kroud Karaoke event*

  • To reserve an upper plaza bench a deposit of £12.00 per person will be required on making the booking. This will be given back to you on the day in the form of x2 drinks vouchers to the value of £5.50 each.

*excluding Kroud Karaoke on New Year’s Eve

Kroud Karaoke Premium Bench Bookings*

  • To reserve a premium table for Kroud Karaoke a deposit of £17.00 per person is required on making the booking. This will be given back to you on the day in the form of x 2 drinks vouchers to the value of £6.00 each.
  • The remaining £5.00 is a reservation fee to secure your premium bench on the front two rows facing the stage to guarantee the best seats in the house.

*excluding Kroud Karaoke ticketed events.

Events beyond our reasonable control (think Covid-19)

Sometimes things happen completely out of our control, and we may need to move your booking to a different area in the venue, to another of our sites in the same city if possible, or postpone or cancel it.

Such events would typically be:

  • Acts of God, ie. Flood, drought, earthquake, natural disaster.
  • Terrorist attacks, civil war, riots, war, armed conflict.
  • Epidemic or Pandemic.
  • Any new law or any action taken by the UK government or a public authority, including without limitation imposing an export or import restriction, quota or prohibition, or failing to grant a necessary licence or consent.
  • Collapse of building, fire, explosion or any accident damaging our building, a neighbouring building, or a building in the vicinity, as a result of which our venue premises are deemed unsafe.
  • Issues with suppliers that means we are unable to supply the products we agreed to supply.
  • Power cut or the failure of any of our utility services.

If any of the above apply and we need to make changes to your Booking, we will contact you as soon as possible. We can offer you a full refund or we can postpone your Booking for up to 18 months after the original date of your Event.

Changes to your booking

Sometimes we may have to make reasonable changes to your booking. We will contact you as far in advance as we can to let you know. Reasons for changes may include:

  • Changes in legislation that require us to change our operating procedures.
  • Our food or drinks menus have been updated and your pre-ordered menu selections are no longer available.
  • The products you have pre-ordered are unavailable or out of stock with our suppliers – we will always do our best to find a suitable alternative for you.

If you want to change your package, then we will inform you of any price changes that may have taken place since your booking was confirmed. We will honour prices of packages included on your booking at the time of confirmation but if you are looking to make additions to your package, those items will be subject to the latest prices.

  • The value on a gift card can be used as full or part payment at any STACK bar, coffee shop or street food trader.
  • Any remaining balance can be used on a separate visit, providing the gift card has not expired.
  • The monies on the card cannot be exchanged for cash.
  • All monies on the card must be used by the expiry date which is 6 months from the date of purchase OR 6 months from the last top-up date.
  • Any remaining balance that is left on the card once it’s expired is forfeited.
  • This card is not a credit, debit or cheque guarantee card.
  • Experience gift cards i.e ‘£100 Family Feast Experience for Four’ can be used as cash against your bill and does not need to be used for the Experience. The experiences are simply suggestions for what the value could be used against.
  • Experience gift cards are digital-only and cannot be posted.
  • Gift cards cannot be used on the STACK order & Pay App or any third-party delivery platforms.
  • STACK reserves the right to amend these terms and conditions at any time or withdraw the card on reasonable notice. Your statutory rights are not affected.
  • STACK cannot accept responsibility if your voucher is lost, stolen or damaged. It will not be replaced or its value refunded in any of these circumstances.
  • If you require any further information, please email info@stackleisure.com and please include “Gift Card Query’ – postal address, Patrick House, Gosforth Park Avenue, Gosforth Business Park, Newcastle upon Tyne, NE12 8EG.

Introduction

These terms and conditions (“Terms”) apply to social media competitions organised by STACK ("STACK" or "we"). By entering into a STACK competition, participants ("Participants" or "you") agree to be bound by these Terms.

Eligibility

STACK competitions are open to individuals aged 18 years or older, unless otherwise specified. Employees, agents, and affiliates of STACK and their immediate family members are not eligible to participate.

Participants may be required to provide proof of age and identity upon request.

Entry

To enter a STACK competition, Participants must follow the entry instructions as outlined in the competition announcement on STACK's official social media accounts.

Entry submissions must be received by the deadline specified in the competition announcement. Late entries will not be considered.

Winner Selection

Winners will be selected at STACK's discretion, and the selection process will be outlined in the competition announcement.

Winners will be notified through the social media platform where the competition was conducted.

If a winner does not claim their prize within [3] days of notification or is found to be ineligible, an alternative winner may be selected.

Prizes

Prizes awarded in STACK competitions are as specified in the competition announcement. Prizes are non-transferable and non-exchangeable.

STACK reserves the right to substitute any prize with an alternative of equal or greater value.

Winners are responsible for any taxes, customs duties, or other charges associated with receiving their prize.

Publicity

By entering a STACK competition, Participants agree to allow STACK to use their name and likeness for promotional purposes without additional compensation.

Data Privacy

STACK will process personal data provided by Participants in accordance with its Privacy Policy.

Disqualification

STACK reserves the right to disqualify any Participant who breaches these Terms or engages in fraudulent or unfair conduct.

Limitation of Liability

STACK is not responsible for any technical failures, internet issues, or other factors that may affect the submission or receipt of entries.

STACK is not liable for any injury, loss, damage, or inconvenience arising from participation in the competition or the use of any prize.

Changes to the Competition

STACK reserves the right to cancel, modify, or suspend the competition at its discretion without notice.

Contact Information

If you have any questions or concerns about these Terms or the competition, please contact info@stackleisure.co.uk

These Terms and Conditions are subject to change without notice, and Participants should review them before entering each competition. By entering a STACK competition, you agree to be bound by the most recent version of these Terms.

Any current STACK offers and promotions will be detailed here. We do not work with any third-party voucher sites and customers should always check here before using any promotional voucher in our venue to ensure they are valid.

Please be aware of any illegitimate website’s promoting invalid STACK offers. We do not have control over these and cannot accept the promoted discount/offer at any of our venues.

STACK FRIDAY Gift Card Sale

  • From Friday 23 November 2023 until Monday 27 November 2023 customers will be able to purchase a £50 'STACK FRIDAY' gift card for only £40.
  • The STACK Friday gift card must be redeemed by 29 February 2024.
  • The value on a gift card can be used as full or part payment at any STACK bar, coffee shop or street food trader.
  • Any remaining balance can be used on a separate visit, providing the gift card has not expired.
  • The monies on the card cannot be exchanged for cash.
  • Any remaining balance that is left on the card once it’s expired is forfeited.
  • Please see our Gift Card T's & C's for more info.

2 For 1 Cocktail

  • Voucher can be scanned once a day, excluding Saturdays.
  • Offer available throughout January 2024.
  • 2-for-1 on the same cocktail.
  • Voucher must be presented and scanned at the till.
  • Offer ends on 31st January 2024.
  • Subject to availability. Please drink responsibly.
  • Can't be used in conjunction with any other offer.

Fiver Fest 24

  • The Fiver Fest offers are open to all customers visiting STACK Seaburn.
  • Only specific items are available for £5 under the Fiver Fest offer. These items are subject to change and availability.
  • All Fiver Fest offers are valid from 15 January to 29 February 2024. Offers cannot be redeemed outside of this period.
  • The Fiver Fest offer cannot be combined with any other promotions or discounts running concurrently at STACK Seaburn.
  • Double loyalty points are awarded as per the terms and conditions of the STACK Loyalty Program.
  • Customers will earn double loyalty points on all purchases made via the STACK App
  • Customers will earn double loyalty points on all purchases when their loyalty card is scanned at participating outlets.

We reserve the right to update and amend these terms and conditions as necessary to reflect changes in our business practices, legal requirements, or to enhance your experience as a customer. Any revisions will be posted on our website, and we may notify you via email of significant updates. It is your responsibility to review the terms and conditions periodically to stay informed of any changes. By continuing to use our services or make bookings after the effective date of any modifications, you signify your acceptance of the revised terms and conditions. We appreciate your understanding and cooperation in maintaining the transparency and relevance of our terms and conditions.

 

Effective Date: 18 October 2023

STACK (THE HOLD GROUP LIMITED)  - WEBSITE TERMS OF USE

PLEASE READ THESE LICENCE TERMS OF USE CAREFULLY

Your access to and use of the www.stackleisure.co.uk website (the site) is subject exclusively to these Terms and Conditions. You will not use the site for any purpose that is unlawful or prohibited by these Terms and Conditions. By using the site you are fully accepting the terms, conditions and disclaimers contained in this notice. If you do not accept these Terms and Conditions you must immediately stop using the site.

Who The Hold Group Limited are and what these Terms do

We, The Hold Group Limited of Patrick House, Gosforth Park Avenue, Newcastle Upon Tyne, England, NE12 8EG (referred to as the Hold Group, We or Us) license you to use the Site and any updates or supplements to it during your visit at any of our Stack locations (the Stack Venues), as permitted in the Terms.

Purpose of the the Site

The Site allows you to reserve tables at the Stack Venues and contains content about events We are hosting at the Venue Locations as well as event updates and advertising information along with details of our street food traders.  

Your privacy

This information is provided in Our Privacy & Cookie Policy and it is important that you read that information. 

Please be aware that internet transmissions are never completely private or secure and that any message or information you or We send via the Site may be read or intercepted by others, even if there is a special notice that a particular transmission is encrypted.

Contacting us (including with complaints) If you think the Site is faulty or misdescribed or wish to contact us for any other reason please email our customer service team at info@stackleisure.com.

How We will communicate with you If We have to contact you We will do so  by email, by telephone or by SMS, using the contact details you have provided to Us.

Changes to the Terms

We may need to change the Terms to reflect changes in law or best practice or to deal with additional features which We introduce on the Site.

We may withdraw or suspend Site at any time.

We do not guarantee that the Site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of the Site for business and operational reasons.

You are responsible for ensuring that all persons who access our site through your internet connection are aware of the Terms and that they comply with them.

If someone else owns the phone or device you are using

If you use the Site on any phone or other device not owned by you, you must have the device owner's permission to do so. You will be responsible for complying with these Terms, whether or not you own the phone or other device.

You must keep your account details safe

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of Our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by Us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of the Terms.

If you know or suspect that anyone other than you know your user identification code or password, you must promptly notify us by email to info@stackseaburn.com.

How you may use material on our Site

We are the owner or the licensee of all intellectual property rights in the Site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You have no intellectual property rights in, or to, the Site, other than the right to use it in accordance with the Terms.

You may print off one copy, and may download extracts, of any page(s) from our sites for your personal use and you may draw the attention of others to content posted on the Site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged (except where the content is user-generated).

You must not use any part of the content of the Site for commercial purposes without obtaining a licence to do so from us or our licensors.

If you print off, copy, download, share or repost any part of our content in breach of the Terms, your right to use the Site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

No Text or Data Mining, or Web scraping

You shall not conduct, facilitate, authorise or permit any text or data mining or web scraping in relation to the Site or any services provided via, or in relation to, the Site. This includes using (or permitting, authorising or attempting the use of):

  • Any "robot", "bot", "spider", "scraper" or other automated device, program, tool, algorithm, code, process or methodology to access, obtain, copy, monitor or republish any portion of the Site or any data, content, information or services accessed via the same.
  • Any automated analytical technique aimed at analysing text and data in digital form to generate information which includes but is not limited to patterns, trends and correlations.

Do not rely on information on the Site

The content on the Site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of our contents.

Although We make reasonable efforts to update the information on the Site, We make no representations, warranties or guarantees, whether express or implied, that the content we provide is accurate, complete or up to date.

We are not responsible for websites We link to

Where the Site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information, services or products you may obtain from them.

We have no control over the contents of those third-party sites, services, products or resources.

We may collect technical data about your device

By using the Site, you agree to Us collecting and using technical information about the devices you use the Site on and related software, hardware and peripherals to improve the Site, the App and/or Stack Products and to provide any services to you.

We may collect location data

The  Site will make use of location data sent from your devices. Location data may be deemed personal data for the purposes of data protection legislation, please see our Privacy and Cookie Policy for further information on how We deal with personal information that We collect via the Site. 

Licence restrictions

You agree that you will:

  • not copy the Site except as part of the normal use of the Site or where it is necessary for the purpose of back-up or operational security;
  • not translate, merge, adapt, vary, alter or modify, the whole or any part of the Site nor permit any part of them to be combined with, or become incorporated in, any other programs, except as necessary to use the Site on devices as permitted in these terms;
  • not disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the Site nor attempt to do any such things, except to the extent that (by virtue of sections 50B and 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are necessary to decompile the Site to obtain the information necessary to create an independent program that can be operated with the Siteor with another program (Permitted Objective), and provided that the information obtained by you during such activities:
  • is not disclosed or communicated without the prior written consent of any third party to whom it is not necessary to disclose or communicate it in order to achieve the Permitted Objective; and
  • is not used to create any software or content that is substantially similar in its expression to the Site; and
  • is kept secure and is used only for the Permitted Objective.
  • comply with all applicable technology control or export laws and regulations that apply to the technology used or supported by the Site.

Acceptable use restrictions

You must:

  • not use the Site in any unlawful manner, for any unlawful or criminal purpose, or in any manner inconsistent with these terms, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the Site or any operating system;
  • not infringe Our intellectual property rights or those of any third party in relation to your use of the Site (to the extent that such use is not licensed by these terms);
  • not transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the Site;
  • not use the Site in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users; and
  • not collect or harvest any information or data from any service or our systems or attempt to decipher any transmissions to or from the servers running any service.

If you do any of these things, We can terminate your right to use the Site immediately and We may take legal action against you where appropriate.

Our responsibility for loss or damage suffered by you using the Site

We are responsible to you for foreseeable loss and damage caused by us when you use the Site. If We fail to comply with these terms, We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or our failing to use reasonable care and skill, but We are not responsible for any loss or damage that is not foreseeable, or which is caused by the traders or any other third parties nor are We responsible for any loss or damage in relation to the Stack Products and their sale  – see ‘Liability’ above. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these terms, both We and you knew it might happen. 

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.

When We are liable for damage to your property. If defective digital content that We have supplied damages a device or digital content belonging to you, We will either repair the damage or pay you compensation. However, We will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions.

We are not liable for business losses. The Site is for domestic and private use. If you use the Site for any commercial, business or resale purpose We will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Please back-up content and data used with the Site. We recommend that you back up any content and data used in connection with the Site, to protect yourself in case of problems with the Site.

Check that the Site is suitable for you. The Site has not been developed to meet your individual requirements. Please check that the facilities and functions of the Site meet your requirements.

We may end your rights to use the Site if you break the Terms

We may end your rights to use the Site at any time by contacting you if you have broken the Terms in a serious way. If what you have done can be put right, We will give you a reasonable opportunity to do so.

If We end your rights to use the Site:

  • You must stop all activities authorised by the Terms, including your use of the Site.
  • You must delete or remove the Site from all devices in your possession and immediately destroy all copies of the Site which you have and confirm to us that you have done this.
  • We may remotely access your devices and prevent your access to the Site.

Visitors shall address any complaints regarding the Code and action taken in pursuance of the Code to the General Manager onsite or email details to complaints@stackleisure.com

STACK APP Terms and Conditions

Click here to view the App Terms and Conditions

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