Customer Policy
1. Introduction
These terms of reference ('Customer Policy') govern the relationship between the Malta Food Agency ('the Agency', 'we', 'our') and individuals ('customers', 'you') participating in Malta Food Experience events, classes, and tastings. By making a booking, you agree to be bound by these terms.
The Agency is a public body established under Maltese law. Under the Consumer Affairs Act (Cap. 378), it is a 'trader' when providing services for a fee, and individuals booking events are 'consumers' entitled to the protections of Maltese and EU consumer law.
2. Eligibility
Participants must be at least 16 years of age. Children under 16 may attend when accompanied by a responsible adult. Some events may have specific age or dietary requirements; these will be clearly stated on the event page before you book.
3. Bookings and payment
Bookings are confirmed upon receipt of full payment via Stripe. All prices include VAT where applicable. Spaces are allocated on a first-come, first-served basis. Upon successful payment, you will receive a confirmation email containing your QR entry code — this is your ticket to the event.
4. Right of withdrawal
Under the Consumer Rights Regulations (S.L. 378.17), the supply of leisure services booked for a specific date is exempt from the statutory 14-day cooling-off period (Article 16(l) of Directive 2011/83/EU). This means you do not have a statutory right to cancel and receive a refund simply because you changed your mind.
However, the Agency offers its own cancellation and refund policy. Please see our Cancellation Policy for full details of the refund terms that apply.
5. Dietary requirements and allergies
Customers are responsible for informing the Agency of any food allergies, intolerances, or dietary requirements at the time of booking. While we take reasonable precautions, we cannot guarantee an allergen-free environment. Participation is at your own risk.
6. Conduct at events
Customers are expected to behave respectfully toward staff, hosts, and fellow participants. The Agency reserves the right to remove any participant whose behaviour is disruptive or endangers others, without refund.
7. Photography and media
Photographs and video may be taken during events for promotional purposes. By attending, you consent to your image being used in Agency marketing materials unless you notify us otherwise in writing before the event.
8. Liability
The Malta Food Agency maintains public liability insurance. However, participation in culinary activities involves inherent risks. To the fullest extent permitted by Maltese law, the Agency excludes liability for personal injury, loss, or damage to property except where caused by our negligence. Nothing in these terms limits our liability for death or personal injury caused by negligence, or for fraud.
9. Complaints
We take complaints seriously. If you are dissatisfied with any aspect of your experience, please contact us at info@foodagency.mt. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days. If we cannot resolve your complaint, you may refer the matter to the Office for Consumer Affairs (Malta Competition and Consumer Affairs Authority).
10. Governing law
These terms are governed by the laws of Malta. Any disputes shall be subject to the exclusive jurisdiction of the Maltese courts.