When in genuine doubt about whether to serve a patron, staff and managers should default to:

When there is genuine doubt about whether to serve a patron — over age, intoxication, or any other concern — staff and managers should default to not serving until the doubt is resolved, consistent with the universal 'when in doubt, don't serve' principle. The consequences of a wrong decision to serve (an illegal sale to a minor or an intoxicated person, with the attendant harm and liability) far outweigh the cost of a declined or delayed sale. Managers should reinforce this default so the whole team errs on the side of caution whenever uncertainty arises.