Last updated: 6 September 2026
These Terms & Conditions apply to your use of the Otter Chaos website and to bookings, event registrations and purchases made with Otter Chaos Ltd.
By using our website, making a booking or purchasing a ticket or other service from us, you agree to these Terms & Conditions.
1. About Otter Chaos
Otter Chaos is operated by:
Otter Chaos Ltd
Company number: 15161860
Registered office: 43 Robson Drive, Hexham, NE46 2HZ
Email: cafe@otterchaos.co.uk
Our café is located at:
Arch 22, Atlantic Road, London, SW9 8HX
References to “Otter Chaos”, “we”, “us” or “our” mean Otter Chaos Ltd.
References to “you” or “your” mean the person using our website, making a booking, purchasing a ticket or visiting our premises.
2. Using our website
You may use our website for legitimate purposes, including finding information about Otter Chaos, making bookings and finding information about our events.
You must not:
- Use the website for any unlawful purpose;
- Attempt to gain unauthorised access to our website or systems;
- Introduce malicious software or otherwise interfere with the operation of the website;
- Use our website to impersonate another person or organisation; or
- Deliberately provide false or misleading information.
We try to ensure that information on our website is accurate and up to date. However, information such as menus, prices, opening hours, events and availability may occasionally change.
3. Table bookings
Table bookings may be made through our booking provider, DesignMyNight / Access Collins, using the booking links provided on our website.
When making a booking, you are responsible for providing accurate information, including the number of people in your party and your contact details.
Arrival
Please arrive at the time stated on your booking.
If you are going to be late, please contact us as soon as reasonably possible. We may not be able to hold a table indefinitely for a late arrival, particularly where the café is busy.
Changes to bookings
If you need to change your booking, please use the booking system where possible or contact us directly.
We will do our best to accommodate changes, but changes are subject to availability.
Large group bookings and deposits
For larger bookings, normally those for 10 or more people, we may require a deposit before confirming the booking.
The deposit will normally be equivalent to the applicable table fee for the booking.
Where a deposit is required, the amount and any applicable cancellation terms will be communicated to you before or at the time the booking is confirmed.
For ordinary smaller table bookings, we do not normally require a deposit.
If some members of a large group do not attend, we understand that numbers can sometimes change. We may contact the booking organiser to confirm the expected number of guests, but we will not normally impose an additional charge simply because fewer people attend than were originally expected, unless specific terms for that booking have been agreed in advance.
If a large group booking is cancelled at short notice or the party does not attend, we may retain some or all of the deposit where this is reasonable and was made clear as part of the booking.
Nothing in these Terms & Conditions affects any statutory cancellation or refund rights that apply to you.
Cancellations and no-shows
If you can no longer attend, please cancel your booking as soon as possible.
For ordinary table bookings, we do not normally charge a cancellation fee.
If a customer does not attend an ordinary booking, we may contact the booking organiser to check whether they are still intending to arrive. We may release the table if we reasonably need it for other customers.
Repeated no-shows may affect our ability to accept future bookings.
Where a booking involves a deposit or other payment, the specific cancellation terms communicated when the booking was made will apply.
4. Events and tickets
We may organise events at Otter Chaos and may use third-party platforms such as DesignMyNight and Meetup to advertise, register or sell tickets for those events.
The specific terms shown when you register for or purchase a ticket for an event will apply to that event in addition to these Terms & Conditions.
We reserve the right to make reasonable changes to an event, including changes to timings, activities, hosts or other arrangements.
If we need to cancel an event, we will provide affected customers with appropriate information and, where applicable, a refund in accordance with the terms applicable to the booking.
Where an event is organised by a third party, that organiser’s own terms may also apply.
5. Event cancellations and refunds
Any cancellation or refund rights applying to a particular event or ticket will be communicated during the booking or ticket-purchase process.
Where you have a statutory right to cancel or receive a refund, nothing in these Terms & Conditions is intended to remove or restrict that right.
Some event tickets may be non-refundable where permitted by law, particularly where the booking relates to a specific date or time and applicable consumer cancellation rights do not apply.
If you are unable to attend an event, please contact us as soon as possible. We may, at our discretion, allow a ticket to be transferred to another person or moved to another event where practical.
6. Prices and payment
Prices for our food, drinks, bookings, events and other services will be displayed at the relevant time.
Prices may change from time to time, but changes will not normally affect a booking or purchase that you have already completed.
We accept the payment methods made available to customers at the relevant time.
Where we send a payment link, payment may be processed using our electronic point-of-sale and payment service providers.
You must not attempt to make a payment using fraudulent or unauthorised payment details.
7. Food and drink
We aim to provide accurate information about the food and drink we sell, including information about allergens where required.
If you have a food allergy or intolerance, please tell a member of staff before ordering.
Although we take reasonable precautions, our café handles a variety of ingredients and we cannot guarantee that food will be completely free from traces of allergens.
We reserve the right to refuse service of alcohol where required by law, including where we reasonably believe that a customer is underage without appropriate identification, intoxicated, or otherwise should not be served.
8. Alcohol
Alcohol may only be purchased and consumed in accordance with our premises licence and applicable law.
We operate an age-verification policy and may ask for acceptable proof of age before serving alcohol.
We reserve the right to refuse alcohol service where legally required or where we reasonably consider it necessary for the safety and wellbeing of customers or staff.
Customers must not purchase alcohol on behalf of someone who is underage or otherwise prohibited from purchasing or consuming alcohol.
9. Children and young people
Children and young people are welcome at Otter Chaos where permitted by our licensing conditions, event rules and opening arrangements.
Children remain the responsibility of their parent, guardian or accompanying responsible adult unless we have expressly agreed otherwise.
Some events may have specific age restrictions. Where this applies, the restriction will be communicated as part of the event information or booking process.
We reserve the right to refuse entry to an event where a customer’s age does not meet the stated requirements.
10. Board games and other equipment
Otter Chaos provides board games and other equipment for customers to use while visiting the café.
Customers are expected to treat our games, equipment, furniture and premises with reasonable care.
You must not deliberately damage, remove or misuse our games or other property.
If property belonging to Otter Chaos is deliberately or negligently damaged or removed, we may seek reasonable compensation for the resulting loss.
Normal wear and accidental damage will not ordinarily result in a charge.
11. Customer behaviour
We want Otter Chaos to be a welcoming and inclusive place for customers and staff.
Customers must behave respectfully towards other customers and our staff.
We do not tolerate:
- Harassment, bullying or threatening behaviour;
- Violence or intimidation;
- Discriminatory or abusive behaviour;
- Deliberate damage to property;
- Theft;
- Unreasonable disruption to other customers; or
- Behaviour that puts customers or staff at risk.
We reserve the right to ask a customer to leave the premises where we reasonably believe their behaviour is inappropriate, disruptive or unsafe.
Where appropriate, serious incidents may be reported to the police or other relevant authorities.
Where a customer is asked to leave because of serious or unacceptable behaviour, we may refuse future bookings or entry where reasonably necessary to protect our staff, customers or premises.
Nothing in this section affects any rights you have under applicable law.
12. Accessibility and reasonable adjustments
We want Otter Chaos to be accessible and welcoming to as many people as reasonably possible.
If you have an accessibility requirement or need a reasonable adjustment to enable you to attend an event or use our services, please contact us in advance where possible.
We will consider reasonable requests and will do our best to accommodate them.
13. Photography and filming
Photography and filming may take place at Otter Chaos from time to time.
We may take photographs or video footage of our café, events, activities and customers for purposes including:
- Promoting Otter Chaos;
- Our website;
- Social media;
- Advertising and marketing;
- Publicity and promotional materials; and
- Recording or documenting events and activities.
Where photography or filming is taking place, we will make reasonable efforts to make this clear to customers, including through signage or announcements where appropriate.
We will take reasonable steps to avoid intentionally photographing or filming individuals who have told us that they do not wish to appear in promotional material.
If you do not wish to be included in photographs or filming intended for promotional use, please speak to a member of staff when you arrive or contact us in advance at cafe@otterchaos.co.uk.
Where reasonably practicable, we will accommodate such requests.
We will take particular care when photographing or filming children. We will not intentionally use identifiable images of children for promotional purposes without appropriate permission.
We may also take photographs or videos in which individuals appear incidentally as part of a wider event or crowd scene. Where this occurs, we will act reasonably and in accordance with applicable privacy and data protection law.
Customers are also asked to respect the privacy of other customers. Please do not photograph or record other customers in a way that is intrusive, inappropriate or likely to cause distress.
14. Personal belongings
Customers are responsible for their own belongings while visiting Otter Chaos.
We are not responsible for loss of or damage to personal belongings unless this is caused by our negligence or we are otherwise legally responsible.
Please speak to a member of staff if you lose an item while visiting us. We will make reasonable efforts to help locate and return lost property.
15. Safety and premises
Customers must follow reasonable instructions from Otter Chaos staff relating to safety, evacuation procedures and the use of the premises.
Emergency exits and access routes must not be obstructed.
Customers must not bring dangerous or illegal items onto the premises.
We may refuse entry or ask a customer to leave where reasonably necessary to protect the safety of customers, staff or others.
16. Website content and intellectual property
Unless otherwise stated, the content of the Otter Chaos website, including our branding, logos, text, graphics, photographs and other material, belongs to Otter Chaos Ltd or is used with permission.
You may view and use our website for personal purposes.
You must not reproduce, modify, distribute, sell or commercially exploit our website content without our prior written permission, except where permitted by law.
17. Third-party websites and services
Our website contains links to third-party websites and services, including booking and event platforms.
These services may include DesignMyNight / Access Collins, Meetup and other third-party providers.
When you use a third-party service, you may also be subject to that provider’s own terms and conditions and privacy policy.
Otter Chaos is not responsible for the content, availability or operation of third-party websites or services.
18. Our liability
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.
This includes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.
Subject to the above, we are not responsible for losses that:
- Were not reasonably foreseeable;
- Were not caused by our breach of these Terms & Conditions; or
- Relate to circumstances outside our reasonable control.
Nothing in these Terms & Conditions affects your statutory consumer rights.
19. Events outside our control
Sometimes circumstances outside our reasonable control may prevent us from providing our normal services or holding an event.
Examples may include serious equipment failure, utility failure, fire, flooding, severe weather, government restrictions, industrial action, public emergencies or other events beyond our reasonable control.
Where such circumstances occur, we will take reasonable steps to minimise disruption and will communicate with affected customers where appropriate.
20. Privacy
Our use of personal information is explained in our Privacy Policy.
You can view our Privacy Policy on our website.
21. Complaints
We want customers to have a positive experience at Otter Chaos.
If you have a complaint about our service, please contact us at:
Please provide as much information as possible, including the date of your visit or booking and details of the issue.
We will consider your complaint and aim to respond within a reasonable period.
22. Changes to these Terms & Conditions
We may update these Terms & Conditions from time to time to reflect changes to our services, legal requirements or the way our business operates.
The latest version will be published on our website.
Changes will not retrospectively alter contractual rights that have already arisen unless permitted by law.
23. Governing law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes arising in connection with these Terms & Conditions will be subject to the jurisdiction of the courts of England and Wales, except where applicable consumer law gives you the right to bring proceedings elsewhere.
24. Contact us
If you have any questions about these Terms & Conditions, please contact:
Otter Chaos Ltd
43 Robson Drive
Hexham
NE46 2HZ
Email: cafe@otterchaos.co.uk
Website: www.otterchaos.co.uk