Website Terms & Conditions

These terms and conditions ("Consumer Terms and Conditions") apply your use of the gift web site ("Website"), and when you purchase a Shangri-La Hotels Product or Gift Voucher ("Item"). 

We are Shangri-La Hotels, however, as you have selected to purchase an Item, we would draw your attention to the fact that this section of the Website is managed by SK Chase Limited ("SK Chase"), who acts as an agent for Shangri-La Hotels and who will collect payments from you on behalf of Shangri-La Hotels. SK Chase is a company incorporated in Scotland (No SC253912) with its registered office at 31 Palmerston Place, Edinburgh, EH12 5AP.  The Shangri-La Hotels website has separate terms and conditions which apply to the use of that website. 

Before placing an order on the Website, you will be asked to agree and to be legally bound by these Consumer Terms and Conditions. Please read them carefully before you submit your order. If you do not accept these Terms, you will not be able to order any products from the Website.

We, Shangri-La Hotels reserve the right to vary these Consumer Terms and Conditions from time to time. It is your responsibility to regularly review these Consumer Terms and Conditions before each purchase to keep up to date with any changes to them.  If we need to revise these Consumer Terms and Conditions as they apply to your order, we will contact you to give you reasonable advance notice of the changes and to let you know how to cancel the order if you are not happy with the changes.  If you opt to cancel and you have ordered more than one Item, you can cancel in respect of one Item or all of the Items. After receipt of your notice of cancellation, SK Chase will arrange a full refund of the price you have paid on our behalf, which shall include any delivery charges if you have selected the postal option for delivery (irrespective of whether you have already received the Item).  If you have already received the Item which you have cancelled, you should destroy it.   Because you are a consumer, we are under a legal duty to supply products that are in conformity with our contract with you.  As you are a consumer, you have legal rights in relation to products that are faulty or mis-described.  These legal rights are not affected if you exercise your rights to cancel or by the operation of any other terms in these terms and conditions.  Advice about your legal rights, including your right to cancel the contract, is available from your local Citizens' Advice Bureau or Trading Standards office.

1. Purchase

1.1 The Website offers Items for sale.

1.2 No contract for the sale of any Item will subsist between you and Shangri-La Hotels unless and until Shangri-La Hotels accepts your order by way of an email (issued by SK Chase) detailing that payment has been received in full, the content of the Item purchased and confirming your details (the "Confirmation"). That acceptance will be deemed complete and will be deemed for all purposes to have been effectively communicated to you at the time SK Chase (on behalf of Shangri-La Hotels) sends the Confirmation to you.. The Confirmation amounts to an acceptance by Shangri-La Hotels of your offer to buy Item(s) from Customer or a third party supplier that is engaged by Shangri-La Hotels.

1.3 You must check that the details of the Confirmation are correct as soon as possible and you should print out and keep a copy of it.

1.4 If purchasing a Item through the Website or on the telephone, payment shall be taken on our behalf by SK Chase as agent for us by credit or debit card. You can make payments with the following cards: Mastercard, Visa or American Express).  Please note that any payments deducted by SK Chase from your account, or refunded back to you will appear on your statement as being from SK Chase.  It may be possible to purchase a Item in person from Shangri-La Hotels, in which case you can make payment by cheque, cash or PDQ machine and you shall receive a receipt from Shangri-La Hotels.

1.5 You undertake that all details you provide to Shangri-La Hotels and SK Chase for the purpose of ordering any Items are correct, that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the Item ordered.

1.6 In order to protect your details during ordering, the Website uses a software package known as Secured Sockets Layer (SSL), which is indicated by a padlock which will appear in the bottom left hand corner of the web browser (grey border area of the screen).

2. Issuing Items  

2.1 Each Item sold is subject to terms and conditions of use which can be viewed on the Website alongside each individual Item which shall apply in addition to the terms in these Consumer Terms and Conditions.  All prices on the Website are inclusive of VAT (where applicable).

2.2 Once your order has been processed by SK Chase (on our behalf), SK Chase shall be responsible for issuing and performing any other terms set out in the Confirmation.

2.3  The following options are available to customers:

Email (Where Available) - An automatic email with a Item link will be sent as soon as the transaction is completed. This can be sent to either the purchaser or the recipient.  This is a system generated email and therefore may go to the email recipient's junk or spam email folder. Please also take care when entering email address that it is correct. If an email delivery fails we will attempt to contact you to advise that the email has been returned to us 'undelivered' and will try to get another email address. If you have difficulty opening your Item link please see below.

3. Cancellations

3.1 Please remember that, in addition to the terms included in these Consumer Terms and Conditions, the terms and conditions which will apply to each Item will be individual to each Item and can be viewed on the Website alongside each individual Item. The following provisions in this section 3 will apply in respect of all Items, unless:

(a) the Item is for a specified date or period of performance; or

(b) the Item is for:

- any products made to your specification or clearly personalised;

- newspapers, periodicals or magazines with the exception of subscription contracts for the supply of such publications;

- any goods which are liable to deteriorate or expire rapidly (such as food or fresh flowers);

- any alcoholic beverages where (i) their price has been agreed at the time of the conclusion of the contract; (ii) the delivery of them can only take place after 30 days, and their value is dependent on fluctuations in the market which cannot be controlled by the trader; or

- software, DVDs or CDs which have a security seal which you have opened or unsealed,

in which case the Item is non-refundable and non-transferable unless otherwise agreed by Shangri-La Hotels.  

3.3 All specific arrangements regarding booking dates and times must be made directly with Shangri-La Hotels, and you should reconfirm any arrangements made with Shangri-La Hotels a few days before the event to avoid disappointment. Shangri-La Hotels will use all reasonable endeavours to meet your request but cannot guarantee any specific date or time.

3.4 Nothing in the Consumer Terms and Conditions or any additional terms and conditions applicable to a Item alter or affect your statutory rights (including your right to receive a refund for faulty or mis-described Items).

3.5 Under the Consumer Protection Contracts Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order with Shangri-La Hotels starting from the date that SK Chase sends you the dispatch confirmation (which is when the contract is formed with Shangri-La Hotels), until either:

(a) 14 days from the day after the day of receipt of your Item (the "Cancellation Period" if your contract is for one Item; or

(b) 14 days from the day after the day of receipt of the last of the Items ordered (the "Cancellation Period"), if your contract is for multiple Items which are delivered on separate days.

3.6  If you wish to cancel your order either before or after you receive the Item, you must notify SK Chase within the Cancellation Period that you have decided to cancel the contract.  The easiest way to do this is to contact SK Chase in accordance with clause 4.1.   If you decide to cancel by email, your cancellation will be effective from the date you sent SK Chase the email. 

3.7 Should you cancel the contract within the Cancellation Period, SK Chase (on behalf of Shangri-La Hotels) will then refund you the price you have paid for the Item(s) within 14 days after the day on which SK Chase receives the notice of cancellation from you (irrespective or not of whether you have received the Item.)

3.8  This refund will include the delivery charge paid by you (providing (i) you have cancelled your order within the Cancellation Period; or (ii) the Item is faulty or mis-described, in which case SK Chase (on behalf of Shangri-La Hotels) will refund the delivery charges (if the postal delivery option was chosen).  In respect of a refund of the delivery charges paid by you, the maximum refund will be the costs of delivery by the least expensive delivery method offered (the cost of UK First Class post).  If you have already received the Item which you have cancelled, you should destroy it.  If SK Chase  finds, after it has received your notice of cancellation, that the Item has been used you shall not be entitled to a refund. 

4. Complaints Procedure and after sales customer assistance

4.1 If you have any questions relating to a purchase you are considering or how to redeem your Gift Voucher, please contact Shangri-La Hotels. If your query relates to payment please direct your queries to SK Chase.

You can contact Shangri-La Hotels on +1 647 788 8888 or [email protected]​ and SK Chase at  0344 371 0071 or [email protected].

5. Liability

5.1 This section applies only to the extent permitted by law. For the avoidance of doubt, Shangri-La Hotels  does not exclude or limit any liability for (a) personal injury (including sickness and death) where such injury results from Shangri-La Hotels' negligence or wilful default, or that of Shangri-La Hotels' employees, agents or subcontractor or (b) fraud or fraudulent misrepresentation.

5.2 In the event that Shangri-La Hotels breaches its contract with you, Shangri-La Hotels shall be responsible only for refunding the cost of the Item. Shangri-La Hotels shall not be liable to pay any other compensation or losses suffered by you as a consequence of Shangri-La Hotels' breach of contract.

5.3 Shangri-La Hotels agrees to provide the services for which the Item was purchased in accordance with the description on the Website and the Shangri-La Hotels website (if applicable), at all times with reasonable skill and care. Shangri-La Hotels makes no other warranty or representation.

5.4 Shangri-La Hotel, Vancouver is currently closed as of March 30th 2020, all gift cards & vouchers will be redeemable once the hotel reopens.

6. Copyright

The Website is protected by copyright, and other intellectual property rights and laws.  We or SK Chase are the owner or the licensee of all copyright, trade marks, design rights, patents and other intellectual property rights on this Website, and the material published on it. You may view the Website and download part(s) of it to a personal computer for personal viewing for private purpose, but for no other purpose whatsoever. NONE OF THE CONTENT MAY BE DOWNLOADED, COPIED, REPRODUCED, TRANSMITTED, STORED, SOLD OR DISTRIBUTED FOR ANY NON PERSONAL PURPOSE WITHOUT OUR PRIOR WRITTEN CONSENT.

7. Disclaimer

By accessing and using the Website, or any of the information on it, you acknowledge that, while reasonable endeavours have been used to ensure that all information contained on the Website is correct, accurate and up to date, neither SK Chase nor Shangri-La Hotels make any warranties, representations or undertakings that the material on the Website will be free from infections, viruses, worms, trojan horses and/or other codes that have contaminating or destructive properties. (It is your responsibility to take protective steps such as virus checking).

8. Governing Law and Jurisdiction

The Website and these Consumer Terms and Conditions are governed by the laws of Canada. You agree to submit to the exclusive jurisdiction of the Canadian courts in all matters relating to such use of the Website and in relation to these Consumer Terms and Conditions. If any provision of these Consumer Terms and Conditions is found by a court of competent jurisdiction to be invalid you agree that the other provisions of these Consumer Terms and Conditions will remain in full force and effect in so far as possible. If you access the Website from outside Canada you are responsible for compliance with any local laws relating to access.


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