Terms and Conditions

App Terms & Conditions

  • These terms and conditions apply to your use of the Key West Bar & Grill mobile App, which is hosted on the Apple iTunes App, and the Google Play store. The ways in which you use this App are also controlled by the relevant App store rules and policies.We can change these terms and conditions at any time and for any reason. You are advised to check the terms and conditions before ordering each time. 

    You must be at least 18 years old in order to use the App.


    You agree that it is a condition of ordering products on these Apps that you are on premises at our venue.


    We retain the right to refuse service based on licensing objectives or company policies.


    Where alcoholic items are purchased, you must be able to provide valid ID/proof of age on request. If you (or any member of your group who is the intended consumer) are unable to provide proof that you are aged 18 or over to the satisfaction of our staff, or if our staff reasonably believes that the alcohol you have ordered has been bought by you on behalf of someone under the age of 18, we reserve the right not to complete the order of the alcohol products to you and you will not receive a refund for the drinks purchased. This paragraph also applies to other age restricted products that our venue may sell.


    The App accepts Apple, Android Pay, depending on your operating system, or a payment card, including paypal to process orders. If you pay by credit or debit card, you may be required to show the card to the venue as proof of identification.


    You are strongly advised to check your order before proceeding to purchase. Once you complete your order, you will enter into a binding contract with the venue that cannot be amended or cancelled.


    It is not possible to amend or cancel your order once placed through the app. You will need to create a new order for additional items.


    It is your responsibility to check you have entered your correct details, including order information and table number before you confirm your order.


    We accept no responsibility for any damage or data loss caused to your device as a result of downloading and using the App.


    Nothing in these terms and conditions affect your statutory rights.


    Processing your Order and venue rejections: On receipt of your Order, we will notify you by email that your Order has been received and is being processed. Please note that any confirmation page that you may see on the App and any Order confirmation e-mail that you may receive each confirm that you have a contract for the sale of Products with Key West but does not necessarily mean that your Order will be fulfilled by the venue. Key West has the ability to reject Orders at any time due to stock availability, or for any other reason. If any part of your order is unavailable the venue will refund you the appropriate amount.


    If you experience any technical issues when using the Apps, please speak to a member of staff.


    All products and offers are subject to availability and you may be offered an alternative if your choice is not available.


    If your order is refunded, it will usually go through the site’s till, with the funds being returned to the payment account or card within 4 working days


    When you place an order via the Key West order and pay app, you will be required to provide us with your name and e-mail address. This will be used to send you details regarding your order only. You will also be given an option to opt in to Marketing communications to receive the latest offers and events, if you select to opt in, this information will not be shared with any thirds parties and you will receive information from Key West only.


    Unfortunately, we are currently not able to redeem any complimentary food or drink via the app. If you have any vouchers in your app for free food or drinks, please order these through a member of the Key West team.


    Once you have signed up to the Key West Loyalty club, you will find your digital card in the Loyalty section of the app. If you wish to be removed from this at any time, please e-mail marketing@thebournemouthpier.com


    Loyalty points can only be earned when using the order and pay app and will only stay available to use in your app for 12 months.


    You will earn 1 point for every £1 spent and when you reach 25 points this will be converted to £2 credit to spend on your next visit. Credit earnt can be saved in your app and will expire in 12 months. Please ask a member of staff to scan your membership card to redeem your credit, unfortunately this cannot be redeemed when ordering and paying through the app.


    You will only receive your free birthday drink voucher if you enter your birthday on sign up. This will be one drink available to redeem between 7 days before your birthday and 7 days after your birthday.


    When you purchase 6 hot drinks through the app, your 7th drink will be free. The drinks must be purchased on separate visits and the offer is not valid on drinks purchased in the same transaction.


    Any Key West loyalty club promotional offers are not valid in conjunction with any other offer.

Live Tribute Nights

30 days before the event takes place, no refunds shall be given. If cancelled before 30 days prior to the event, a full refund shall be given.

Dinner Events

30 days before the event takes place, no refunds shall be given. If cancelled 60 days prior to the event, the customer receives 70% of their payment back. If cancelled over 60 days prior to the event, a full refund shall be given.