Terms & Conditions

Last Updated: May 16, 2026

Welcome to The Three Tuns. These Terms and Conditions ("Terms") govern your use of our website and services. By accessing our website, making a reservation, or visiting our establishment, you agree to be bound by these Terms.

Trading Name: The Three Tuns
Legal Entity: The Three Tuns (Hay-on-Wye) Limited
Company Registration Number: 11175146
Registered Address: 4 Broad Street, Hay-on-Wye, Herefordshire, HR3 5DB, United Kingdom

1. General Information

The Three Tuns is a historic pub and restaurant located in Hay-on-Wye, offering food, drinks, and hospitality services. We are a Grade II listed building with a rich heritage dating back to the 16th/17th century.

Opening Hours

Pub Hours:

• Monday - Sunday: 12:00 - 23:00

Kitchen Hours:

• Monday - Saturday: 12:00 - 15:00 & 18:00 - 21:00
• Sunday: 12:00 - 16:00 (Sunday Roast service)

Opening hours may vary during holidays, special events, or adverse weather conditions. Please check our website or contact us for confirmation.

2. Reservations and Bookings

Making a Reservation

Reservations can be made:

• Online via our website: www.three-tuns.com/reservation.html
• By phone: 01497 821855 or 07899987042 (WhatsApp available)
• By email: hello@three-tuns.com

Advance Booking

We recommend booking at least 1 day in advance, especially for:

• Weekend dining (Friday - Sunday)
• Sunday Roast service
• Groups of 6 or more
• Special occasions or dietary requirements

Confirmation

All reservations are subject to availability and confirmation. You will receive confirmation via:

• Email (if provided)
• Phone call or text message

If you do not receive confirmation within 24 hours, please contact us to verify your booking.

Table Allocation

While we will do our best to accommodate seating preferences (e.g., window seats, outdoor seating, dog-friendly areas), we cannot guarantee specific table allocations. Tables are assigned based on availability and party size.

Late Arrivals

Please arrive on time for your reservation. If you are running late, please contact us as soon as possible. We will hold your table for up to 15 minutes past your reservation time. After this period, we may release your table to walk-in customers, especially during busy periods.

No-Shows

If you fail to arrive for your reservation without prior notice, we reserve the right to refuse future bookings or require a deposit for subsequent reservations.

3. Cancellations and Changes

Customer Cancellations

If you need to cancel or modify your reservation, please notify us as soon as possible:

• At least 24 hours' notice for standard bookings
• At least 48 hours' notice for groups of 8 or more
• At least 7 days' notice for private hire or special events

You can cancel or modify your booking by:

• Phone: 01497 821855 or 07899987042
• Email: hello@three-tuns.com

Our Right to Cancel

We reserve the right to cancel reservations in the following circumstances:

• Unforeseen circumstances (e.g., staff illness, equipment failure)
• Adverse weather conditions or emergency situations
• Private events or venue closure
• Overbooking due to system error

In such cases, we will make every effort to contact you as soon as possible and offer alternative arrangements where feasible.

4. Food and Beverage Service

Menu Availability

Our menu is subject to change based on:

• Seasonal availability of ingredients
• Supplier availability
• Chef's specials and daily changes

While we strive to ensure all menu items are available, certain dishes may sell out during busy periods. Menu items displayed on our website are indicative and may differ from current offerings.

Dietary Requirements and Allergies

We take food allergies and dietary requirements seriously. Please inform us of any allergies, intolerances, or dietary restrictions when making your reservation and again when ordering.

We offer:

• Vegetarian options
• Vegan options
• Gluten-free options

Important: While we take precautions to avoid cross-contamination, our kitchen handles allergens including nuts, gluten, dairy, eggs, fish, and shellfish. We cannot guarantee that any dish is completely allergen-free. If you have severe allergies, please discuss with our staff before ordering.

Last Orders

Food orders must be placed by:

• Monday - Saturday: 21:00 (9:00 PM)
• Sunday: 15:30 (3:30 PM)

Takeaway Service

Takeaway is available for selected menu items. Please call ahead to place your order: 01497 821855. Collection only - we do not currently offer delivery services.

5. Payment Terms

Accepted Payment Methods

We accept:

• Cash (GBP)
• Debit cards (Visa, Mastercard)
• Credit cards (Visa, Mastercard, American Express)
• Contactless payments

Deposits

We may require a deposit for:

• Large group bookings (8+ people)
• Special events or private hire
• Peak periods (e.g., Christmas, New Year, Hay Festival)

Deposit amounts and payment terms will be communicated at the time of booking. Deposits are non-refundable unless we cancel your reservation.

Service Charge

A discretionary service charge may be added to bills for large groups (typically 8 or more guests). This will be clearly indicated on your bill. Tipping is always at your discretion.

6. Conduct and Behavior

Expected Conduct

We expect all guests to:

• Treat staff and other guests with respect and courtesy
• Follow staff instructions regarding health and safety
• Respect our historic building and furnishings
• Supervise children at all times
• Keep dogs under control (if bringing pets)

Right to Refuse Service

We reserve the right to refuse service or ask guests to leave if:

• Behavior is disruptive, offensive, or threatening
• Guests are intoxicated or appear to be under the influence of drugs
• Guests are causing damage to property
• Guests violate licensing laws or health and safety regulations

Age Restrictions

As a licensed premises:

• Children are welcome when accompanied by adults
• We operate Challenge 25 - anyone who appears under 25 may be asked for ID when purchasing alcohol
• Acceptable ID: UK driving license, passport, or PASS-accredited proof of age card

7. Dogs and Pets

We are a dog-friendly establishment and welcome well-behaved dogs in our downstairs bar area and beer garden.

Dog Policy

• Dogs must be kept on a lead at all times
• Dogs must be well-behaved and under control
• Owners are responsible for cleaning up after their dogs
• Please inform us when booking if you plan to bring a dog
• We reserve the right to ask guests to remove dogs that are disruptive or aggressive

Note: Dogs may not be permitted in certain dining areas. Please check with staff upon arrival.

8. Accessibility

We are committed to making our venue accessible to all guests. Our building is wheelchair accessible, though as a historic Grade II listed building, there are some limitations.

If you have specific accessibility requirements, please contact us in advance so we can make appropriate arrangements:

• Phone: 01497 821855
• Email: hello@three-tuns.com

9. Private Hire and Events

We offer private hire and event hosting services. For enquiries regarding:

• Private parties
• Corporate events
• Weddings or celebrations
• Special occasions

Please contact our events team:

• Email: events@three-tuns.com
• Phone: 01497 821855

Separate terms and conditions may apply to private hire and events, which will be provided upon enquiry.

10. Liability and Insurance

Our Liability

We maintain appropriate public liability insurance and comply with all relevant health and safety legislation. However:

• We are not liable for loss or damage to personal property left on our premises
• Guests visit at their own risk and should take reasonable care for their own safety
• Parents/guardians are responsible for supervising children at all times
• We are not liable for injuries resulting from intoxication or failure to follow safety instructions

Guest Liability

Guests are liable for:

• Any damage caused to our property, fixtures, or fittings
• The behavior and actions of their party members, including children and pets
• Payment for all food and beverages consumed

11. Website Use

Intellectual Property

All content on our website, including text, images, logos, and design, is the property of The Three Tuns (Hay-on-Wye) Limited or our licensors. You may not:

• Reproduce, distribute, or modify website content without permission
• Use our branding, logos, or images for commercial purposes
• Scrape or automatically extract data from our website

Website Accuracy

While we strive to ensure information on our website is accurate and up-to-date, we cannot guarantee:

• Complete accuracy of menu items, prices, or descriptions
• Availability of all services or menu items shown
• Uninterrupted access to our website or booking system

12. Data Protection and Privacy

We are committed to protecting your personal data in accordance with UK GDPR and the Data Protection Act 2018. Please refer to our Privacy Policy for detailed information on how we collect, use, and protect your personal information.

13. Complaints and Feedback

We value your feedback and take complaints seriously. If you have any concerns about your experience, please:

1. Speak to a manager immediately - We prefer to resolve issues on the spot when possible
2. Contact us in writing within 7 days of your visit:
   • Email: hello@three-tuns.com
   • Post: The Three Tuns, 4 Broad Street, Hay-on-Wye, HR3 5DB

We aim to respond to all complaints within 7 working days.

14. Force Majeure

We shall not be liable for any failure to perform our obligations due to circumstances beyond our reasonable control, including but not limited to:

• Acts of God (floods, fires, severe weather)
• Pandemic or epidemic
• Government restrictions or regulations
• Utility failures or infrastructure issues
• Supplier failures

15. Changes to Terms

We reserve the right to update these Terms and Conditions at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the revised terms.

16. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising from these terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Contact Information

If you have any questions about these Terms and Conditions, please contact us:

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By making a reservation or visiting The Three Tuns, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

Trading Entity: The Three Tuns (Hay-on-Wye) Limited
Parent Company: Lonsdale and Lonsdale Limited
Directors: David Lonsdale, Lewis Lonsdale, Daniel Heele