Terms & Conditions | Duende Lab

1. About These Terms and How to Contact Us

These terms and conditions (the "Terms") apply to your use of our website, your booking and attendance at our workshops, your booking of private and mobile events, your purchase of any products, and your use of any other services we provide. We are a premium provider of creative art, craft and experience-based workshops and events, and these Terms reflect the bespoke, capacity-limited nature of what we offer. Please read these Terms carefully before you place a Booking or an Order. When you book or buy from us, you will be asked to accept these Terms.

We are Duende Lab Limited, a company registered in England and Wales under company number 13538853, whose registered office and studio is at 6A St. Joseph's Street, London, SW8 4DN, United Kingdom ("Duende Lab", "we", "us" or "our"). In these Terms, "you" and "your" mean the person who makes a Booking, places an Order, uses our website, or attends a Workshop or Event.

You can contact us by email at contact@duendelab.com, by telephone on +44 020 7967 6477, or by post at our registered office address above. If we have to contact you, we will do so by telephone, email, or written notice sent to the contact details you provided when booking.

We recommend that you keep a copy of these Terms for your records. These Terms are written in English and all communications between us will be in English.

Consumers and business customers. These Terms are written primarily for Consumers. Clause 28 sets out a separate, lighter regime that applies where you book with us as a Business Customer. Where you are a Business Customer, the consumer-specific protections in these Terms do not apply to you and Clause 28 prevails over any inconsistent provision.

2. Definitions and Interpretation

In these Terms, the following defined terms have the following meanings:

"Booking" means a booking for a Workshop, a place at a Workshop, a Private Event, a Mobile Workshop, or any other Service, made through our website, the Platform, or otherwise with us.
"Business Customer" means a customer who books or purchases a Service wholly or mainly for purposes relating to that customer's trade, business, craft or profession, including a company, partnership, sole trader, or a person booking on behalf of an employer or organisation.
"Chargeback" means a request by you to your bank, card issuer, or payment provider to reverse or dispute a payment made in connection with a Booking or Order.
"Confirmation" means our confirmation that a Booking or Order has been accepted following successful payment, as described in Clause 4.
"Consumer" means an individual who books or purchases a Service wholly or mainly for purposes outside that individual's trade, business, craft or profession.
"Consumer Contracts Regulations" means the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
"Content" means all text, images, graphics, logos, designs, photographs, video, audio, software, workshop formats, teaching materials, and other material made available on our website or provided in the course of a Workshop or Event.
"CRA 2015" means the Consumer Rights Act 2015.
"Goodwill Gesture" means any refund, credit, reschedule, transfer, discount, or other accommodation that we are not contractually or legally obliged to provide but that we choose to offer.
"Materials" means the consumable and reusable materials, tools, refreshments, and other resources allocated to or prepared for a Workshop or Event.
"Mobile Workshop" means a Workshop or Event that we deliver at a Venue provided or arranged by you rather than at our own studio, as described in Clause 11.
"Order" means an order placed by you for Products through our website.
"Participant" means any person attending a Workshop, Private Event, or Mobile Workshop under a Booking, including you and any additional attendees included in your Booking.
"Platform" means the booking, scheduling and payment-processing software and related payment services provided by Art Studio Solutions and used to facilitate Bookings and payments, as described in Clause 3.
"Private Event" means a workshop or event booked on a private, group, or exclusive basis, typically arranged by enquiry, quotation and confirmation, as described in Clause 10.
"Privacy Policy" means our privacy policy, available at https://duendelab.com/privacy-policy (also reachable at /privacy), which explains how we handle your personal data.
"Products" means any physical goods offered for sale by us through our website, including DIY kits.
"Service" or "Services" means the Workshops, Private Events, Mobile Workshops, Products, website, and any other services we provide.
"Stripe" means Stripe, the third-party payment processor that may be used by the Platform to process card and wallet payments.
"Venue" means a location, other than our own studio, at which a Mobile Workshop or Private Event is to take place.
"Workshop" means a public art, craft, or creative workshop or class run by us and offered for individual Booking.
"Working Day" means any day other than a Saturday, Sunday, or public holiday in England.

In these Terms: (a) a reference to a statute or statutory provision includes any amendment or re-enactment of it and any subordinate legislation made under it; (b) the words "including", "include", "in particular", and "for example" are illustrative and do not limit the words that precede them; and (c) headings are for convenience only and do not affect interpretation.

Nothing in these Terms affects your statutory rights as a Consumer. Where any provision of these Terms conflicts with a right that cannot lawfully be excluded or restricted, your statutory right prevails to the extent of that conflict. This Clause 2.3 does not apply to Business Customers, whose position is governed by Clause 28.

3. Our Platform Provider (Art Studio Solutions)

We use a third-party technology provider, Art Studio Solutions, to provide the online booking, scheduling and payment-processing software through which Bookings are made and payments are taken (the "Platform").

Art Studio Solutions is a software and payment-processing provider only. It does not organise, run, or deliver Workshops, Mobile Workshops, or Private Events, does not employ our instructors or staff, does not provide customer service in relation to the Workshops or Events, and is not responsible for the delivery, quality, or safety of any Workshop, Private Event, Mobile Workshop, or Product.

Your contract for any Workshop, Private Event, Mobile Workshop, Product, or other Service is made solely with us, Duende Lab Limited. We organise and deliver the Services and are solely responsible to you for the provision of the Services and for meeting our obligations to you under applicable law. Any question, complaint, refund request, or dispute relating to a Service must be raised with us (Duende Lab) in the first instance.

Card and wallet payments for Bookings and Orders are taken through the Platform's payment processing (which may use Stripe). The name that appears on your card statement or payment descriptor will be Art Studio Solutions (or such other name as appears on the payment). That payment descriptor does not change your contract with us for the Services, and does not make Art Studio Solutions responsible for delivering the Services.

Your use of the Platform may also be subject to the Platform provider's own terms and privacy notice in respect of the technical operation of the booking and payment software. Those terms govern only the technical and payment service provided by the Platform provider and do not alter your contract with us or your statutory rights against us.

Where a refund is due under these Terms or by law, contact us and we will arrange it. Any refund may be processed via the Platform's payment rails back to your original payment method. Once processed, refunds typically take about 5 to 10 business days to appear, depending on your bank or card provider.

4. How Your Contract Is Formed

Your Booking or Order is an offer by you to purchase the relevant Service on these Terms. It is not accepted, and no contract is formed, until payment has been successfully taken and we issue a Confirmation.

Confirmation after successful payment. A Booking or Order is Confirmed only after your payment has succeeded (we are notified of this through the Platform, ordinarily by an automated payment notification) and we issue our Confirmation (for example, a confirmation email or on-screen confirmation). At that point a binding contract comes into existence between you and us. Until then, no contract exists and your place is not secured.

Seat holding and availability. Places are offered on a first-come, first-served basis and are not reserved until payment succeeds. While you are completing checkout, we may hold your selected place for a limited period (ordinarily about 30 minutes); if payment is not completed within that period, the place is released and may be taken by another customer. We do not operate a waitlist for sold-out Workshops.

If we cannot accept your Booking or Order (for example, because a Workshop is fully booked, because of a pricing or description error, or because we identify a payment problem), we will inform you and will not charge you, or will refund any payment already taken.

We will assign a booking reference or order number to each Booking or Order. It will help us if you can quote this reference when you contact us.

Website, Platform or payment unavailability. Our website, the Platform, and payment processing may occasionally be unavailable, interrupted, or subject to technical failure. Where this happens, no contract is formed until payment succeeds and we issue a Confirmation, and an attempted Booking that could not be completed because of such downtime does not create a contract or oblige us to honour a price or place. If you have difficulty booking online, you can contact us using the details in Clause 1 and we will help where we can.

5. Eligibility and Age

To make a Booking or place an Order, you must be at least 18 years old, or have the permission of a parent or guardian, and be able (or supervised by someone able) to enter into a legally binding contract. We do not ask for your date of birth at checkout; age suitability shown on a listing is informational.

Attendance. Most Workshops are suitable for Participants aged 5 and above unless the relevant listing says otherwise. A child under 12 may attend only where accompanied and supervised by a responsible adult aged 18 or over, as set out in Clause 15.

Where you make a Booking on behalf of other Participants, you confirm that you have the authority of each Participant to make the Booking and to accept these Terms on their behalf, and you are responsible for ensuring that each Participant complies with these Terms.

6. Price, Payment and Pricing Errors

The price of a Workshop, Private Event, Mobile Workshop, or Product is the price shown on our website or in our quotation at the time you make your Booking or Order, unless we have agreed a different price with you in writing. Prices include VAT where applicable.

Unless we agree otherwise in writing, full payment is required at the time of Booking or Order. Because places are allocated first-come, first-served and are not reserved until payment succeeds (Clause 4), a place is secured only once your payment has completed and we have Confirmed it. Once secured, that place is removed from sale.

We accept the payment methods shown during checkout, which may include credit card, debit card, and digital wallets such as Apple Pay and Google Pay. Payments are processed securely through the Platform as described in Clause 3. Your card details are handled by the payment processor under its own security standards and are not stored by us.

We take reasonable care to ensure that the prices shown to you are correct. However, it is always possible that, despite our reasonable efforts, some Services may be incorrectly priced. Where the correct price is higher than the price stated to you, we will contact you for your instructions before accepting your Booking or Order, and will not accept it at the higher price without your agreement.

If a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we are not obliged to provide the Service at the incorrect (lower) price. Where we cannot reasonably charge you the correct price, we may cancel the Booking or Order and refund any sum you have paid.

7. Public Workshop Cancellations, Refunds, Rescheduling and Transfers

Why this clause is framed as it is. A place at one of our Workshops is a limited, perishable asset: it exists only for a specific date and time and has no value once that time has passed. When you book, we remove that place from sale, allocate instructor and staff time, and begin preparing Materials. Our cancellation charges protect the value of that limited capacity and are set at a level we consider proportionate; they are not a penalty.

Your statutory 14-day cancellation right. Because Bookings are usually made online at a distance, you may have a right under the Consumer Contracts Regulations to cancel a Service Booking within 14 days of Confirmation. Where your Workshop is scheduled more than 14 days after your Booking, you may cancel within that period for a full refund by contacting us. Nothing in this Clause 7, including the 72-hour commercial policy below, removes any mandatory statutory cancellation right you have as a Consumer under the Consumer Contracts Regulations where that right still applies.

To exercise a statutory right to cancel, tell us clearly before the deadline (for example, by email to contact@duendelab.com). You may use the model cancellation form available on request, but you do not have to.

More than 72 hours before the Workshop. Where you contact us more than 72 hours before the scheduled start time, you may request any one of the following, and we will arrange it subject to availability:

a full refund;
a reschedule to another available date;
a transfer of your place to another Workshop; or
an amendment to Participant numbers.

Within 72 hours of the Workshop. Where you contact us 72 hours or less before the scheduled start time, or where your Booking was made 72 hours or less before the start time, we are not able to offer a refund, reschedule, transfer, or amendment as of right, and the full fee is payable, subject always to any mandatory statutory rights that still apply. This reflects that, at such short notice, a released place usually cannot be re-sold. Where you have difficulty attending (for example illness, childcare, transport failure, or work commitments), please still contact us: entirely at our discretion, and particularly where we can re-sell your place, we may offer a Goodwill Gesture such as a credit, reschedule, or transfer. Any Goodwill Gesture is one-off, sets no precedent, and creates no obligation to do the same again.

Nothing in this Clause 7 affects your statutory rights, including your rights under the Consumer Contracts Regulations and your right to a remedy under the CRA 2015 where a Workshop is not performed with reasonable care and skill or is not as described. Where that is the case, the charges in this Clause 7 do not apply and you are entitled to the statutory remedies.

8. Late Arrivals and No-Shows

Participants are expected to arrive on time. Our Workshops begin at a set time and follow a planned sequence. As a matter of discretion, a grace period of up to 15 minutes after the scheduled start time may be permitted.

A Participant arriving more than 15 minutes after the scheduled start time may be refused entry, because late arrivals cannot be integrated into a structured Workshop without disrupting it for others. Where a Participant is refused entry for late arrival, it is treated as a no-show under this Clause 8.

Where a Participant does not attend a booked Workshop and has not contacted us in advance under Clause 7, no refund, credit, reschedule, or transfer is payable as of right, subject to your statutory rights, because the reserved place could not be re-used or re-sold. We do not mark no-shows automatically; this is an operational policy. A Goodwill Gesture under Clause 7 may still apply at our discretion.

9. Make-Private Studio Option

On some studio Workshops you can choose, at checkout, a "make private" option: by paying a per-person private surcharge you convert the session into a private or exclusive-use session at our studio for you and your party. The surcharge is currently £20 per person; we may change this price from time to time, and the price shown at checkout at the time of your Booking applies.

The make-private option is distinct from a Private Event under Clause 10 and from a Mobile Workshop under Clause 11: it is an online add-on to a studio Workshop rather than a bespoke enquiry-based arrangement. Except where these Terms or the listing say otherwise, a Workshop booked with the make-private option is treated as a public Workshop for the purposes of Clauses 7 and 8 (cancellation, refunds and late arrival).

10. Private and Corporate Events

Private Events (including corporate events) are arranged by enquiry: you contact us or complete our private-events enquiry form, and we provide a human quotation and, if you proceed, a booking confirmation. The specific terms of a Private Event (including price, guest numbers, any deposit, and any payment schedule) are set out in that quotation or confirmation, which forms part of your contract with us together with these Terms. Where there is a conflict, the quotation or confirmation prevails for that Private Event. We do not operate an automated online deposit or invoicing engine for Private Events. If you wish to book for a group of more than approximately 20 people for a studio Workshop, please use our private-events enquiry route rather than the public booking flow.

Guest numbers and amendments. A Private Event may be subject to a minimum guest number. Requests to change guest numbers, workshop selection, dates, or other arrangements will generally be considered where you give us at least 7 days' notice, subject to availability, unless your quotation or confirmation says otherwise.

Cancellation by you. Reserving a date for a Private Event commits our capacity, staff and diary to you and removes that date from sale. Where you cancel less than 7 days before the Private Event, we may retain 50% of the total booking value. Where your quotation or confirmation sets out a different cancellation charge or deposit treatment, that document prevails. Any sum retained reflects our legitimate commercial interest in the reserved date and is not a penalty; where we are able to re-sell the date or our actual losses are lower, we will reduce the sum retained accordingly.

Nothing in this Clause 10 affects any statutory rights you have.

11. Mobile Workshops, Venue Access and Logistics

Booking a Mobile Workshop. Where a Venue is within our drive-time range, you can book a Mobile Workshop online, paying in full at checkout. A logistics and travel fee, priced by reference to the one-way drive time to your Venue, is added at checkout. Where your Venue is out of range or cannot be routed, an online Booking is not available and we will instead provide a quotation through our private-events enquiry process.

Your Venue. For a Mobile Workshop you provide or arrange the Venue and are responsible for its suitability, safety and availability for the agreed period, including adequate space, seating, tables, lighting, power, water where required, ventilation, and access to washing and toilet facilities. You must give our staff access in good time to set up and reasonable time afterwards to clear away, and tell us in advance of any access restrictions, stairs, lifts, security procedures, or health-and-safety requirements.

Parking and unloading. You are responsible for arranging reasonable parking and unloading access for our staff at or close to the Venue, and for any parking charges, permits, or congestion or clean-air-zone charges reasonably incurred.

Travel delays. We will plan our travel sensibly and allow reasonable time. Where our arrival or set-up is delayed by an event outside our reasonable control (including traffic, road closures, public-transport disruption, or Venue access problems that are not our fault), we will not be in breach, will use reasonable efforts to deliver the Workshop in the remaining time or agree an alternative, and Clause 14 (force majeure) may apply. Where the delay is our fault, your statutory rights and Clause 13 (cancellation by us) apply.

Venue or access failures. Where a Mobile Workshop cannot proceed, or is shortened or disrupted, because of a matter within your control (including Venue unsuitability, lack of access, lack of parking or unloading, or the Venue being unavailable at the agreed time), we may still charge the fee in full or in part, reflecting the capacity, staff, travel, and Materials we have committed. This does not affect your statutory rights and does not apply where the failure is our fault.

Health and safety at the Venue. We remain responsible for the safe conduct of our own activities and staff. You are responsible for the safety and condition of the Venue itself and for any hazards at the Venue not created by us. Nothing in this Clause 11 excludes or limits our liability for death or personal injury resulting from our negligence.

12. Optional Add-Ons

On some Bookings you can choose optional add-ons at checkout, such as food or drink, a photographer, or premium Materials. Unless the add-on or these Terms say otherwise, an add-on follows the same payment, cancellation and refund treatment as the Booking it relates to.

13. Cancellation, Postponement or Rescheduling by Us

We may need to cancel, postpone, or reschedule a Workshop, Mobile Workshop, or Private Event for reasons including instructor illness, venue or building issues, health and safety concerns, equipment failure, insufficient bookings, severe weather, utility interruptions, or other operational requirements.

Where we cancel a Workshop, Mobile Workshop, or Private Event and it is not rescheduled to a date you can attend, we will offer you a choice of: (a) an alternative date; (b) a transfer to another Workshop; or (c) a full refund of the amount you have paid. This is a mandatory right, not a Goodwill Gesture.

Except where required by law, and subject to Clause 29, we are not liable for incidental costs you may incur as a result of a cancellation by us, such as travel or accommodation costs or loss of earnings. This does not affect your statutory right to a refund of sums paid or any other non-excludable statutory right.

14. Events Outside Our Control (Force Majeure)

We will not be in breach of these Terms, and will not be liable for any delay or failure to perform, where it results from an event outside our reasonable control, including acts of God, fire, flood, severe weather, epidemic or pandemic, failure of utilities or transport networks, industrial action, or government restrictions.

Where such an event affects our ability to deliver a Workshop, Mobile Workshop, or Private Event, we will contact you as soon as reasonably possible and Clause 13 (our cancellation options) will apply.

Where such an event affects your ability to attend but we remain open and able to deliver the Workshop, the position in Clause 7 applies, subject to any Goodwill Gesture under Clause 7 and to your statutory rights.

15. Children and Supervision

Most Workshops are suitable for Participants aged 5 and above unless we state otherwise. Age suitability is shown on the relevant Workshop listing and is informational.

Children under 12 must be supervised at all times by a parent, guardian, or responsible adult aged 18 or over. The supervising adult does not need to buy a ticket unless they wish to participate.

We do not provide childcare and do not accept responsibility for the supervision of children. Parents and guardians remain responsible for the safety and behaviour of children in their care. This Clause 15 does not exclude or limit our liability for death or personal injury resulting from our negligence.

16. Health, Safety, Allergies and Medical Conditions

Some Workshops involve food and beverages, essential oils, fragrances, natural and craft materials, or other substances that may cause allergic or adverse reactions.

You are responsible for telling us about any allergies, sensitivities, medical conditions, or dietary requirements of any Participant before the Workshop begins, so that we can consider what reasonable adjustments may be possible.

We will make reasonable efforts to accommodate disclosed requirements, but we cannot guarantee that Materials, refreshments, or the studio environment are entirely free from allergens. Participants with severe allergies or medical conditions should take appropriate precautions and bring any medication or emergency treatment they may require.

Nothing in this Clause 16 excludes or limits our liability for death or personal injury resulting from our negligence, or any other liability that cannot lawfully be excluded.

17. Behaviour, Abusive Conduct and Right to Refuse Participation

We may refuse entry to, remove, or terminate the participation of any Participant, without refund, where in our reasonable opinion their behaviour or condition creates a risk to staff, other Participants, property, or health and safety. This includes intoxication, being under the influence of drugs or alcohol, aggressive, threatening, or harassing behaviour, disruptive conduct, refusal to follow reasonable staff instructions, or damage to property.

A Participant may be held financially responsible for any loss or damage they cause to our property or premises through their deliberate act or negligence.

Abusive conduct toward staff. Our staff and instructors are entitled to work free from abuse. We will not tolerate violence, threats, harassment, discriminatory language, or sustained abusive or intimidating behaviour (whether in person, by telephone, by email, or online) directed at our staff, instructors, or other Participants. Where such conduct occurs, we may (in addition to our rights above) end the Booking, decline to communicate other than in writing, and exercise our rights under Clause 27 (refusal of future Bookings). This does not affect your statutory rights or your right to raise a genuine complaint under Clause 31.

18. Photography, Video and CCTV

Photography and video by us. Photography or filming may take place during Workshops and Events, and we may use images for our records and, where appropriate, for promotional purposes. If you (or a Participant in your party) do not wish to appear, or do not wish a creation to be photographed, please tell a member of staff before or at the start of the Workshop and we will respect that. We do not operate a separate marketing-consent checkbox at checkout.

CCTV operates on our premises for security and safety purposes, consistent with our Privacy Policy. CCTV footage may be reviewed where reasonably necessary.

We process personal data, images, video, and CCTV footage in accordance with our Privacy Policy, UK GDPR, and the Data Protection Act 2018, including as to lawful basis, retention, and your rights. Please see our Privacy Policy for more information.

Photography and video by Participants. You may take photographs or video of your own creations and of yourself and your own party for personal, non-commercial use. To protect others and our intellectual property, you must not: (a) photograph or film other Participants or our staff without their consent; (b) photograph or film our workshop formats, teaching methods, or printed or projected teaching materials in a way intended to reproduce or reverse-engineer them; or (c) use any photograph or video taken at a Workshop or Event for any commercial purpose without our prior written consent. Personal-use images remain subject to the intellectual property rights in our Content described in Clause 25.

19. Workshop Creations and Finished Items

Workshop creations are handmade by Participants and results will naturally vary. Variations in colour, appearance, texture, shape, and longevity are inherent in handmade items and are not defects. This does not affect your statutory rights where a Product supplied by us is faulty.

We provide guidance and aftercare recommendations where appropriate. Once a finished item leaves our premises, responsibility for its care passes to the Participant.

We will not be responsible for damage, deterioration, breakage, loss, or reduced lifespan of a finished item caused after it leaves our premises by transportation, storage, accident, misuse, failure to follow aftercare guidance, or exposure to water, heat, sunlight, humidity, or other environmental factors. This does not affect your statutory rights in respect of any Product supplied by us or any liability that cannot lawfully be excluded.

20. Personal Belongings and Uncollected Items

You are responsible for your personal belongings while on our premises. Except where caused by our negligence, we do not accept responsibility for loss, theft, or damage to personal property. The presence of CCTV does not make us responsible for the safekeeping of your belongings.

Please collect all personal belongings and workshop creations before you leave. Any items left with us and not collected within 7 days may be disposed of, recycled, or donated at our discretion, and we will not be liable for items not collected within that period. Before disposing of any item, we will where reasonably practicable attempt to contact you using the details you provided.

21. Payment Disputes and Chargebacks

If you have any concern about a payment, a Booking, or a Service, please contact us directly first, using the details in Clause 1, and give us a reasonable opportunity to resolve it. Many issues can be resolved quickly and without a formal dispute.

You agree to raise any concern with us and allow us a reasonable opportunity to respond before initiating a Chargeback, payment dispute, or payment reversal. This does not affect your right to raise a genuine dispute with your card issuer or bank, or your statutory rights.

Where a Service has been delivered in accordance with these Terms, or a refund request falls outside your entitlements under these Terms and applicable law, we may challenge and defend a Chargeback. Our operations are handled manually; in defending a dispute we may rely, where lawful, on records we hold, which may include Booking and payment records, attendance records, email, SMS or messaging correspondence, and CCTV footage. We do not operate an automated dispute pipeline.

Fraudulent or bad-faith requests. Where we reasonably believe a refund or Chargeback request is dishonest — for example a claim of non-attendance where our records show attendance, or a claim not to have received a Product that was delivered — we may decline it, defend any related Chargeback, and exercise our rights under Clause 27. Nothing in this Clause 21 prevents a genuine claim or affects your statutory rights.

We collect, use, and retain the records described in this Clause 21 in accordance with UK GDPR, the Data Protection Act 2018, and our Privacy Policy, on the basis of our legitimate interests in administering Bookings and defending our legal rights and, where applicable, to comply with legal obligations. We keep such records only for as long as reasonably necessary.

22. Products, DIY Kits, Delivery and Returns

Some of our class pages sell Products, including DIY kits, with shipping arranged through the Platform's payment processing. We do not currently operate a full general online shop. Where you buy a Product, this Clause 22 and any product-specific delivery or return information shown at the point of purchase apply.

Delivery. We will deliver the Product to the address you give us within the timescale indicated at the point of purchase or, if none is given, within 30 days of the day after Confirmation. Risk in the Product passes to you on delivery; ownership passes to you once we have received payment in full.

Your statutory right to cancel a Product order. Because you buy Products at a distance, you have the right under the Consumer Contracts Regulations to cancel your Order within 14 days, starting from the day after you (or someone you nominate) receive the Product. To cancel, tell us clearly within that period (for example, by email to contact@duendelab.com). You must then return the Product to us within 14 days of telling us. You are responsible for the cost of return unless the Product is faulty or misdescribed. We will refund the price you paid, together with standard delivery costs, within 14 days of receiving the Product back or of your evidence that you have returned it. Product-specific return details may be shown at purchase.

Exceptions. The 14-day cancellation right does not apply to certain Products, including Products made to your specifications or clearly personalised, and sealed Products not suitable for return for health or hygiene reasons once unsealed. We will make clear at the point of sale where an exception applies.

Faulty or misdescribed Products. Nothing in this Clause 22 affects your statutory rights under the CRA 2015, including your right to Products that are of satisfactory quality, fit for purpose, and as described, and to a repair, replacement, or refund where they are not.

23. Substitute Instructors and Workshop Content Variations

Substitute instructors. Our Workshops are delivered by skilled instructors, but no Booking is made on the basis that a particular named individual will deliver it unless we have expressly agreed that in writing. Where a named instructor becomes unavailable (for example through illness), we may provide a suitably skilled substitute of equivalent standard so that the Workshop can go ahead. Where we have expressly agreed a specific named instructor as a fundamental term and cannot provide them, Clause 13 (cancellation by us) applies.

Workshop content variations. Workshop descriptions are indicative of the experience and techniques covered. We may make reasonable variations to the content, Materials, projects, running order, or refreshments — for example because of the availability of Materials, group size, safety, or the pace of the group — provided the Workshop remains substantially as described and of equivalent quality and value. We will tell you in advance of any significant change where reasonably practicable. This Clause 23 does not entitle us to deliver something materially different from what you booked, and does not affect your statutory right to Services performed with reasonable care and skill and as described.

24. Alcohol Service

Some Workshops and Events may include, or take place at a Venue that offers, the service of alcohol. Where alcohol is served, it is provided responsibly and is incidental to the creative experience.

Licensing responsibility. Where alcohol is sold or supplied under a premises licence, the statutory licensing obligations under the Licensing Act 2003 rest with the holder of the relevant premises licence or the Venue, not with Duende Lab unless we are ourselves the licence-holder for the relevant premises. At a Mobile Workshop or a Venue not operated by us, you or the Venue are responsible for ensuring any necessary licence or authorisation is in place. We will make clear where we are, or are not, the licence-holder.

Our responsibilities and limits. Where we serve alcohol, we will do so responsibly, including not serving any person who is, or appears to be, under 18 (and we may ask for proof of age), and refusing further service to any person who is intoxicated. Participants are responsible for drinking responsibly and for their own conduct; Clause 17 applies. Nothing in this Clause 24 excludes or limits our liability for death or personal injury resulting from our negligence, or any liability that cannot lawfully be excluded.

25. Intellectual Property, Workshop Formats and Website Licence

We (or our licensors) own all intellectual property rights in our website and its Content, and in our workshop formats, class structures, project designs, templates, instructional methods, and teaching materials (together, our "Format IP"). These rights are protected by law and all such rights are reserved.

We grant you a limited, non-exclusive, revocable licence to access and use our website and to view and download Content for your own personal, non-commercial use only. You must not otherwise copy, modify, distribute, republish, or commercially exploit any Content without our prior written consent.

Nothing in these Terms transfers to you any intellectual property rights in our website, our brand, our Content, or our Format IP. You may keep and use anything you personally make at a Workshop, but you must not use our Format IP or teaching materials to run, teach, or sell your own workshops or classes, or reproduce our workshop formats commercially, without our prior written consent.

26. Use of Our Website and Cookies

Our website is made available free of charge. We do not guarantee that our website, or any Content on it, will always be available or uninterrupted. We may suspend, withdraw, or restrict all or any part of our website for business or operational reasons, including maintenance, and will try to give reasonable notice where appropriate.

Acceptable use. You may use our website only for lawful purposes. You must not: (a) use it in any way that breaches applicable law or regulation; (b) transmit or knowingly introduce any malicious code or attempt to gain unauthorised access to our systems; (c) copy, reproduce, or exploit any Content except as permitted in Clause 25; or (d) use it in a way that could damage, disable, or impair it or interfere with any other user's use.

Accounts. Our website does not offer a consumer account product; online accounts are for our staff and administrators only. Booking and payment do not require you to create a customer account.

Cookies. Our website uses cookies. For information about the cookies we use and how to manage them, please see our Cookie Policy at https://duendelab.com/cookie-policy (also /cookie-policy).

Suspension. We may suspend or restrict access to our website where you materially breach these Terms, where we reasonably suspect unauthorised or fraudulent use, or where required by law. Where practicable and lawful, we will give you notice.

27. Refusal of Future Bookings

We may decline to accept a Booking or Order from you in the future where you have engaged in conduct described in Clause 17 (including abusive conduct toward staff), where you have made a fraudulent or bad-faith refund or Chargeback request (Clause 21), where you have repeatedly failed to attend Bookings without notice, or where you have otherwise materially or repeatedly breached these Terms. We will act reasonably and proportionately.

Refusing a future Booking does not affect any Service you have already validly booked and paid for, nor your statutory rights. This Clause 27 does not entitle us to discriminate against you on any ground protected by the Equality Act 2010.

28. Business Customers (B2B Bookings)

This Clause 28 applies where you book or purchase a Service wholly or mainly for business purposes, as a Business Customer (for example, most corporate or private-event enquiries). It is a lighter regime that sits alongside the ordinary Booking process; there is no separate B2B checkout. Where it applies, you are not a Consumer, the consumer-specific protections in these Terms (including the Consumer Contracts Regulations cancellation rights and the CRA 2015 consumer remedies) do not apply, and this Clause 28 prevails over any inconsistent provision. Where a quotation or confirmation sets out commercial terms, that document may prevail for those terms.

Distinct B2B regime. As a Business Customer: (a) the 14-day distance cancellation right does not apply; (b) cancellation, no-show, and change charges under these Terms apply in full and are agreed as a genuine reflection of our legitimate commercial interest in our committed, perishable capacity; (c) you confirm you are entering into the contract in the course of business and not as a Consumer; and (d) the liability limits and exclusions in Clause 29 apply subject to the reasonableness test in the Unfair Contract Terms Act 1977 (UCTA 1977) rather than the CRA 2015.

B2B liability. Subject to Clause 29 (matters we cannot lawfully exclude), where you are a Business Customer we exclude all terms implied by statute or common law to the fullest extent permitted, we are not liable for loss of profit, loss of business, loss of goodwill, or any indirect or consequential loss, and our total liability arising out of or in connection with any Booking or Order is limited to the price paid for the relevant Booking or Order. If any limit is found unreasonable, it applies to the maximum reasonable extent.

The Contracts (Rights of Third Parties) Act 1999 is excluded in full as between us and a Business Customer.

29. Our Liability to You

Nothing in these Terms excludes or limits our liability where it would be unlawful to do so. This includes our liability for: (a) death or personal injury caused by our negligence (including under section 65 of the CRA 2015); (b) fraud or fraudulent misrepresentation; and (c) any matter for which it would be unlawful to exclude or limit liability, including your statutory rights as a Consumer under the CRA 2015 and, where applicable, the Consumer Contracts Regulations.

Nothing in these Terms limits your statutory remedies under the CRA 2015 for Services not performed with reasonable care and skill or Products that are not of satisfactory quality, as described, or fit for purpose. Subject to that and to the non-excludable matters above, and to the fullest extent permitted by law, our total liability to you arising out of or in connection with any Booking, Workshop, Private Event, Mobile Workshop, Order, Product, or use of our website is limited to the amount you paid for the relevant Booking, Event, or Product.

Subject to the non-excludable matters above, we are not liable for any loss that is indirect or consequential, or for any loss of opportunity, travel or accommodation expenses, loss of earnings, or loss of business. We are responsible for loss or damage you suffer that is a foreseeable result of our breach or failure to use reasonable care and skill, but not for loss or damage that is not foreseeable.

We supply the Services to Consumers for personal, non-commercial use. If you use the Services for any commercial purpose, you do so as a Business Customer under Clause 28, and (subject to the non-excludable matters above) we have no liability to you for business losses beyond what Clause 28 provides.

30. General

Notices. Notices under these Terms must be in writing. We may send notices to the contact details you provided when booking. You may send notices to us using the details in Clause 1.

Assignment. We may transfer our rights and obligations under these Terms to another organisation, and will tell you in writing if this happens, ensuring your rights are not affected. You may not transfer your rights or obligations without our prior written consent, except that you may transfer a Booking as expressly permitted under Clause 7.

Third-party rights. Except where these Terms expressly say otherwise, no one other than you and us has any right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of these Terms. Art Studio Solutions has no right under that Act to enforce these Terms against you, and these Terms do not create any contract between you and Art Studio Solutions for the Services.

Entire agreement. These Terms, together with any quotation, Confirmation, and our Privacy Policy, form the entire agreement between you and us in relation to the Services and supersede any prior arrangement, except that nothing in this Clause limits your rights in respect of any fraudulent misrepresentation.

Severance. If any provision of these Terms is found unlawful or unenforceable, the remaining provisions continue in full force, and the offending provision is treated as modified to the minimum extent necessary to make it lawful and enforceable, or, if that is not possible, deleted.

No waiver. If we do not insist that you perform any obligation, or delay in taking steps against you, that does not waive our rights. Any Goodwill Gesture we make is not a waiver.

Variation. We may change these Terms from time to time, for example to reflect changes in law or in how we run our business. We will publish the updated Terms on our website (at /terms-and-conditions) with a revised "Last updated" date. A material change that is to your disadvantage will not apply retrospectively to a Booking you have already Confirmed without giving you reasonable notice and, where the law requires, your consent or the option to cancel. Your continued use of our Services after a change takes effect means you accept the updated Terms.

31. Governing Law, Jurisdiction and Complaints

These Terms, their subject matter, and their formation are governed by the law of England and Wales.

You and we both agree that the courts of England and Wales have jurisdiction to settle any dispute arising out of or in connection with these Terms. Nothing in this Clause affects any mandatory statutory right you have as a Consumer to bring proceedings in the courts of the part of the United Kingdom in which you live.

Complaints. We aim to resolve complaints directly. Please contact us using the details in Clause 1 and we will acknowledge your complaint promptly and work with you to resolve it. If we cannot resolve it to your satisfaction, you may be able to refer the matter to an alternative dispute resolution provider. This does not affect your right to bring court proceedings.

32. Future Offerings (Not Currently Available)

We do not currently sell gift vouchers or issue discount or promotional codes, and we do not currently operate a general online shop beyond the Products and DIY kits described in Clause 22. If and when we introduce gift vouchers, discount codes, or other offers, they will be governed by the specific terms published with them at that time, and by these Terms. This Clause 32 does not create any current entitlement and is included only to explain that these features are not presently offered. Where we later introduce gift vouchers, any vouchers you hold will be honoured according to the terms on which they were issued, and no later change will operate to your disadvantage in respect of a voucher you already hold.