Welcome to mirum! This client agreement sets out how our platform works, the services that we provide for you when you ask us to plan your surprise, and the legal relationship between you and us. Please read the client agreement carefully, as it sets out important information about your rights and obligations.
We refer to each surprise we plan for you as a ‘mirum’ (we chose our name because it means ‘surprise’ in Latin). In the client agreement we will refer to planning your surprise, but please note that we might refer to the same thing as planning your mirum elsewhere on our platform.
We recommend that you pay particular attention to section 14 of the client agreement, which sets out important limits and exclusions of our liability to you, and section 13, which sets out important information about your rights.
The terms of this client agreement (which we will refer to as the terms) tell you the rules for using the mirum website (our platform) and accessing the services we make available through our platform (our services).
By making a request for our services, you confirm that you accept these terms and that you agree to comply with them. If you do not agree to these terms, you must not request or use our services.
We may make changes to these terms at any time. However, the terms which will apply to the services we provide for you will be those in force at the time you submitted your order to us. We recommend that you keep a record of these terms for future reference.
If we change these terms, we will publish the new version through the platform. Every time you use our platform, please check these terms to ensure you understand the terms that apply at that time.
You must be at least 18 years old to use our services.
Please note that our services are, at present, only available within the Greater London area.
mirum is a platform operated by The Mirum Limited (we or us). We are a company registered in England and Wales under company number 14154079, and have our registered office at 23-25 Main Street, Hilton DE65 5GG. Our VAT number is 435705202.
You can contact us by sending an email to hello@themirum.co.uk
There are other terms which may apply to you, which can be found on our platform:
our Platform Terms of Use, which govern how you may use our platform;
our Privacy Notice, which sets out details of how we collect, use and look after your personal data when you place an order with us or visit and use our platform; and
our Cookies Policy, which sets out information about the cookies on our platform.
Our services involve us designing and arranging surprises for you, by making bookings and reservations (bookings) on your behalf with third party venues (venues).
It is important to note that our services are limited to selecting venues based on your preferences, and making the relevant bookings on your behalf. We are not responsible for, and our services do not include, any services (or products) supplied to you by the venues or any other third party.
When you make a request for our services, we will ask you to confirm your preferences in respect of a range of potential aspects of the surprise, including:
when you want the surprise to take place, and how long you have available;
which area you want to visit in London;
the kinds of activities or experiences you would enjoy – please select a range of possible activities, any one or more of which you would be happy for us to arrange as part of your surprise;
your planned budget; and
other types of preference referred to on our platform, including, for example, preferred dress code;
(your preferences).
We will also ask you to confirm any accessibility or dietary requirements that we should be aware of in planning your surprise (your requirements).
As a feature of our services, and to add to your enjoyment of the surprises we organise, we hold back information about the bookings and venues that we have chosen, and only communicate this to you at the point when you need to know where to go. You will receive the following communications from us via SMS:
within 24 hours of sending your request to us, we will send you confirmation that we have booked your surprise;
24 hours before the surprise takes place, we will send you confirmation of the nearest tube station to your surprise; and
1 hour before the surprise takes place, we will send you confirmation of the location of the surprise.
We may also contact you ahead of your surprise to notify you of any prepayments which may be required to secure a booking, or to inform you about things you need to know for the surprise, such as any dress code requirements or things you need to bring with you.
Please carefully review your preferences and any other information you submit to us at the time you make your request for services. You are responsible for ensuring that any information you provide to us is accurate and complete.
We will only accept your request when we email you to confirm this. At this point a legally binding contract will be in place between you and us and we will provide the services to you in accordance with these terms.
Please note, we will aim to include at least one of the activities that you indicate as your preferred activities in your surprise – this is, however, subject to the availability of relevant activities at venues, taking into account factors such as when you want the surprise to happen, your budget and your requirements.
We may be able to arrange a surprise that includes more than one of the activities, but we do not make any commitment in respect of that, so please make sure when you choose your preferred activities that you would be happy with a surprise featuring any one of the activities you select.
On the rare occasion that we cannot organise a surprise that features any of your preferred activities, or we are otherwise unable to fulfil your request, we will contact you to let you know. We may be able to suggest some changes to your preferences which will allow us to accommodate your preferred activities (for example, by extending the time slot, changing the area selected or increasing the budget), but would only make a booking on that basis if you agree to the changes. If we cannot find a way of accommodating your preferred activities, we may suggest an alternative idea for your surprise, or, if you prefer, we can refund any booking fee you have paid in advance.
You are responsible for informing us of any accessibility, medical or allergy requirements in your preferences at the time you make your request, or as soon as possible after making your request.
Where we have informed you of a dress code or other requirements of a particular venue, you are responsible for dressing or otherwise acting in an appropriate manner to satisfy these requirements.
You acknowledge that we use and rely on third party information provided by venues in order to assess the content and suitability of a particular booking. We are not responsible for any inaccurate or misleading information that may have been provided to us by the venues or other third parties, so please ensure that you confirm that the venue and the activities meet your requirements.
Sometimes venues require a deposit or other advance payment to be paid to secure a booking (a prepayment). Where a prepayment is required, we will notify you of this after you have placed your request and the amount which is required by the venue. You must authorise any payments required in relation to the prepayment via your payment provider as soon as reasonably possible after our notification of this to you.
If you would like to make changes to your preferences following confirmation of your request, please contact us as soon as possible by email at hello@themirum.co.uk and we will let you know whether it is possible to change your preferences, or whether it will be necessary to change bookings that have already been made – see below at section 10. Whether we accept your requested changes to your preferences is at our discretion and will depend on whether we have already made bookings on your behalf.
You agree that we are authorised to act as your agent to make bookings on your behalf with
the venues, and to conclude transactions between you and the venue on payment of the relevant prepayment for a booking at a venue.
This authority includes our right to process your card details stored securely via our payment provider, and to authorise prepayments on your behalf to venues in order to secure bookings.
As part of your preferences, we will ask you to indicate the most you would like to spend per person on your surprise (your budget).
Where we make a reservation at a restaurant or bar as part of your surprise, we will select a venue where, based on information available to us in respect of average spend at that venue, the average spend of a visitor to that venue would fall within your budget. What you in fact spend at the restaurant or bar depends, of course, on your choices, and we do not make any commitment that all options available on the menu will be available within your budget.
Where we book activities other than reservations at restaurants or bars, we will select activities where the costs of the activity, including any prepayments, is within your budget. However, we will not make allowance for additional costs you may incur at the venue, such as purchases of food or drink at a venue other than a restaurant or bar.
If you want to cancel a surprise we have arranged for you, please contact us by email at bookings@themirum.co.uk
If you cancel a surprise at any time up to 48 hours before the scheduled start time for the surprise, we will refund in full any payments you have made to us in respect of the surprise (including any booking fee you paid to us in respect of our services, and any prepayments you have made through our platform to venues).
If you cancel a surprise within 48 hours of the scheduled start time for the surprise, or if you do not attend the venue at which we have arranged the surprise at the specified time:
Please note that we provide services in respect of arranging dining reservations and the supply of services related to leisure activities, and that the client agreement provides for a specific date of performance – accordingly, your standard legal consumer right of cancellation does not apply to our services, and the cancellation rights offered in this section 10 are the sole cancellation rights available in respect of the client agreement.
We charge a fee for our services (the booking fee).
Prices for our services are set out on our platform. All prices are in pounds sterling (£) (GBP) and include VAT at the applicable rate.
Where you have purchased a bundle of services in advance, the bundle remains valid for use within 4 months from the date on which we received your booking fee. You may choose to request services within this period by submitting your preferences to us. If you do not request services with us within this period, the availability of the bundle of services shall expire and you will not be able to place an order for those services for which you have paid in advance after this period.
Prices for our services may change at any time, but such changes will not affect existing requests.
We accept the following credit cards and debit cards: Visa, MasterCard, American Express, Discover/ Diners Club, China UnionPay and Cartes Bancaires. All credit card and debit card payments must be authorised by the relevant card provider. You agree that you will use the secure payment facilities operated by Stripe on our platform and you will comply with its terms and conditions relating to payment, which are available at https://www.stripe.com/gb/legal/ssa
We require payment of our booking fee at the time you make your request. We may also be required to take a prepayment in order to secure a booking at a venue, which you grant us a general authority to pay on your behalf, up to the maximum amount we have agreed is your budget.
If we are unable to take payment of the booking fee or other costs when due, or if we are unable to make a prepayment to a venue when required to provide the services, we will try to contact you using the contact details you provided when you made your request. If we are unable to contact you, we will be unable to fulfil your request and will notify you by email. In these circumstances, we may at our discretion, repay to you some or all of the booking fee you paid to us in respect of our services, but will not be under an obligation to do so.
We will do all that we reasonably can to ensure that all the information you give to us when paying for the services is encrypted, by using a secure payment mechanism. However, in the absence of negligence on our part, any failure by us to comply with these terms or our Privacy Notice, or breach of our duties under applicable laws, we will not be legally responsible to you for any loss you may suffer if a third party gains unauthorised access to any information you give us.
You have legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’) which are summarised below:
the services which we provide to you must be carried out with reasonable care and skill. If our services have not been carried out with reasonable care and skill, you can ask us to repeat or fix the services, or get some money back if we can’t fix it;
where the price has not been agreed upfront, the cost of the services must be reasonable; and
where no time period has been agreed upfront for the provision for the services, we must carry out the services within a reasonable time.
For the avoidance of doubt, we will have carried out the services with reasonable care and skill where we have made bookings based on the information provided by or made available by venues at the time of booking, even if this information is inaccurate or false. We are not responsible for, and our services do not include, any services (or products) supplied to you by the venues or any other third party.
For more detailed information on your rights, please visit the Citizens Advice Website at https://www.citizensadvice.org.uk or call 0808 223 1133.
Except for any legal responsibility which we cannot exclude in law (such as death or personal injury) or which arise under applicable laws relating to the protection of your personal information, we are not legally responsible for any:
losses that were not foreseeable to you or us at the time the client agreement was formed;
losses which were not caused by any breach on our part;
losses which were caused by a failure on your part to comply with your obligations under these terms (such as providing inaccurate information to us);
business losses; or
losses to non-consumers.
You acknowledge and agree that we only arrange the bookings on your behalf and that we are independent of the venue who provides and manages the relevant event or activity, and with whom we have made the booking. Therefore, we are not liable for any actions or omissions of the venue or its employees, representatives or agents, or any losses suffered by you which arise from or in connection to the booking or the venue. You should directly contact the venue about any losses you might have suffered in these circumstances.
If the contract between us is ended, it will not affect our right to receive any money which you owe to us under this contract.
Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Notie, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information. Our Privacy Notice is available at https://www.themirum.co.uk/privacy-notice.
If you are unhappy with us or the services we have provided to you, please contact us at: hello@themirum.co.uk
Events outside our control. We will not be in breach of these terms or otherwise liable to you for any failure or delay in performing our obligations under these terms due to any event or circumstance beyond our reasonable control, or which by its nature could not have been foreseen, or, if it could have been foreseen, was unavoidable
Waiver. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking terms, this will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Services, we can still require you to make the payment at a later date.
Severance. If any provision of these terms (or part of any provision) is or becomes illegal, invalid or unenforceable, the legality, validity and enforceability of any other provision of these terms will not be affected.
Notices. If we are providing notice to you, we shall send such notice to the email address you provide to us. You can provide notice in connection with the Contract to us by email to: hello@themirum.co.uk. A notice shall be deemed to have been received the next working day. This section 18.4 does not apply to the service of any proceedings or other documents in any legal action or, where applicable, any arbitration or other method of dispute resolution.
We may transfer our client agreement with you to someone else: We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the agreement.
Which country's laws apply to any disputes: These terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and interpreted in accordance with English law. You can bring proceedings in the courts of England and Wales, or:
the Scottish courts if you live in Scotland; or
the Northern Irish courts if you live in Northern Ireland
These terms were most recently updated in June 2023.