General Terms and Conditions for Hospitality Line
If the number of passengers shown on the E-Ticket/E-Voucher you present on the day exceeds the number you have booked with us, you will be charged for these additional guests, or they may be denied entry.
All bookings are subject to availability.
Once a booking is confirmed, it cannot be cancelled or refunded. In exceptional circumstances certain products may be able to be amended subject to approval from our supplier.
If an amendment is permitted, a minimum £20.00 administrative fee will apply.
Where a date cannot be amended there will be no entitlement to a refund if you cannot visit on the date, you originally booked.
In the unlikely event that a supplier cancels or amends a booked date, you may be contacted either by Hospitality Line or directly by the supplier. Hospitality Line is not liable for any costs incurred, including but not limited to cost of lost insurance premiums, travel expenses, accommodation costs or any other costs that may have been incurred.
Venues reserve the right to decline entry, if the incorrect E-Vouchers/E-Tickets are not presented on arrival. Venues may also ask guests to leave if they behave in a disorderly manner.
Menu's-Customers can submit any dietary requirements, however there are certain dietary requirements that some venue’s may not be able accommodate.
Timings selected during your booking enquiry may vary depending on availability. Changes of up to 30 minutes earlier or later than the selected time may occur.
Venue's may without prior notice and without refund or compensation close or amend the programme and/or the operating hours.
Booking enquiries must be submitted at least 5 working days (Monday – Friday 9.00am - 5.00pm excluding bank holidays) prior to the requested travel date.
Enquiries submitted within a shorter timeframe may be declined.
Customer Responsibilities
Customers are responsible for ensuring the accuracy and suitability of all aspects of their booking. This includes, but is not limited to, the following:
- Checking E-Tickets/E-Vouchers:
Customers must verify all details on their E-Tickets or E-Vouchers upon receipt. Mistakes cannot always be corrected, and the operator cannot accept responsibility for any incorrect information.
- Selecting Appropriate Times:
Customers must choose suitable times for each element of their experience, allowing adequate time between activities. These timings may not be amendable once submitted to Hospitality Line.
- Ensuring Voucher Validity:
Customers must confirm that their selected travel date falls within the voucher validity period.
- Printing Required E-Vouchers:
Customers must print their E-Vouchers if required by the venue.
- Presenting Correct Documentation:
Customers must present the correct E-Tickets/E-Vouchers upon arrival at each venue.
- Checking All Locations:
Customers must review and confirm the locations (including multiple locations, where applicable) for all components of their booking.
- Arriving On Time:
Customers are responsible for arriving punctually for their experience. Late arrival may result in denied entry, with no obligation for the operator or venue to rebook or refund.
- Submitting Amendment/Cancellation Requests Through Hospitality Line:
All requests for amendments or cancellations must be submitted directly to Hospitality Line, the booking agent. Agreements made directly with venues will not be valid.
- Arranging Travel Between Venues:
Customers are responsible for making adequate travel arrangements to, from, and between all venues associated with their booking.
General
Hospitality Line does not accept, and will not be held liable for, the non-completion or disruption of any service resulting from:
- Strikes, riots, or lockouts
- Adverse weather conditions
- Loss, damage, or cancellation caused by fire, flood, or any other circumstances beyond our control
Complaints
All complaints must be submitted in writing by the lead booker only to: contact@hospitalityline.co.uk
Hospitality Line is unable to respond to complaints made by any other members of the party.
The lead booker must notify Hospitality Line as soon as possible and within 7 days of the travel date.
Failure to comply with this requirement will prevent the booker from making any claim against Hospitality Line or its suppliers at a later date, except in cases involving death or personal injury caused by the negligence of Hospitality Line or the supplier.
Hospitality Line will endeavour to respond to all complaints within 28 days of receipt, unless otherwise advised.
These terms and conditions are governed by English Law and in the unlikely event of dispute, the parties shall submit to the exclusive jurisdiction of the English Courts.
Terms and Conditions for Theatre Tickets
Tickets
All Tickets are sold subject to availability and to these Terms and Conditions. These Terms and Conditions should be read carefully prior to purchase and any queries relating to them should be raised with us prior to purchase, as purchase of Tickets constitutes acceptance of these Terms and Conditions. A valid Ticket must be produced to get into an Event. Removing any part of, altering or defacing the Ticket may invalidate Your Ticket. It is Your responsibility to check Your Tickets as if you have made a mistake it cannot always be rectified after purchase. Please check your Tickets on receipt carefully and contact us immediately if there is a mistake. We will not be responsible for any Ticket that is lost, stolen or destroyed. It is not always possible to issue duplicate tickets. In circumstances where duplicates can be issued, a reasonable administration charge may be levied. We and the Promoter reserve the right to provide alternative seats at an Event to those specified on the Ticket if the staging of the Event reasonably requires, provided they are of no less value to that stated on the Ticket. Ownership or possession of a Ticket does not confer any rights (by implication or otherwise) on You to use, alter, copy or otherwise deal with any of the symbols, trade marks, logos and/or intellectual property appearing on the Ticket.
Price and payment
The price of the Ticket shall be the price set at the time we accept Your order. All prices set are inclusive of any applicable taxes. No order will be accepted until we have received full payment.
Delivery
If you have not received your Tickets from us 48 hours days after placing the order, please contact on at contact@hospitalityline.co.uk. Some Events only allow Tickets to be issued close to the Event date. We reserve the right to cancel Your booking and make a refund of the Ticket price only. We reserve the right to make Tickets available for collection at the Venue box office. You will be notified by telephone, email of the arrangements for collection (using the details provided at the time of ordering) if this becomes necessary. If you are collecting your Tickets from the Venue box office, you must have your acknowledgement of order and the credit/debit card used to make the order with You. You will be able to collect Your Tickets up to 2 hours prior to the start of the Event.
Changes to Event
The organiser of the Event and/or the Venue reserves the right to make alterations to the published Event programme where reasonably necessary.
Refunds/Exchanges
Except where we can offer an applicable Ticket exchange at a fee or resale facility, Tickets cannot be exchanged or refunded after purchase unless the performance is cancelled or rescheduled (subject to below) or where there is a material change to the programme of Event. Where an Event is cancelled or rescheduled (subject to below) by the Venue or Promoter, where an Event is cancelled or rescheduled due to circumstances beyond our control, or where there is a material change to the programme of the Event, you will be entitled to claim a refund from us in accordance with this clause. A ‘material’ change is a change which, in our reasonable opinion, makes the Event materially different to the Event that purchasers of the Ticket, taken generally, could reasonably expect. The use of understudies in a theatre performance shall not be a material change. Where such a refund is sought You must bring this to Our attention as soon as possible upon becoming aware of such change, cancellation or where the Event has been rescheduled, prior to the rescheduled Event. The refund for Tickets will be equal to the amount you paid for the tickets. In order to claim your refund, please apply by e-mail to your point of purchase, with copies of your complete unused Tickets. Refunds shall only be made to the person who purchased the Tickets and, when possible, be made using the same method as was used to purchase the Tickets. These Terms and Conditions do not and shall not affect your statutory rights as a consumer.
Liability
- Personal arrangements including travel, accommodation or hospitality relating to the Event which have been arranged by you are at your own risk. Liability for the cancellation or rescheduling of an Event, or for material changes to an Event, will be limited to the refund as set forth above.
- Neither we nor the venue nor the Promoter will be responsible for any loss, theft or damage of your personal belongings, other than caused as a result of our negligence or that of the venue or the Promoter or other breach of statutory duty.
Cancelled/re scheduled Events
It is Your responsibility to ascertain whether an Event has been cancelled or re-scheduled and the date and time of any re-scheduled Event. Where an Event is cancelled or re-scheduled, we will use our reasonable endeavours to notify you using the details you provided us with at the time of booking. We do not guarantee that you will be informed of such cancellation before the date of the Event. It is your responsibility to inform us of any change to the contact address, telephone number or email address you provide us with at the time of booking. We, the Venue and the Promoter reserve the right to reschedule any such Event-without notice and without any liability whatsoever.
Resale/use of Tickets and property
You may not re-sell or transfer a Ticket.
Restrictions and prohibitions
The use of equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data inside any Venue is strictly forbidden. Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed. Any recording made of an Event in breach of these conditions shall belong to the Promoter. The Promoter and Venue will not be liable for any loss, theft or damage to confiscated items. By attending an Event, Ticket holders consent to filming and sound recording of themselves as members of the audience. The Promoter may use such films and recordings (including any copies) without payment. Ticket holders shall not bring into the Venue or display or distribute (whether for free or not) at the Event any sponsorship, promotional or marketing material’s. Mobile telephones and messaging equipment must be switched off during the Event. Alcohol may only be consumed in public bars and other authorised areas. Smoking is not permitted unless within a designated smoking Area (if any). Terms and Conditions The following are not permitted within any Venue: 1) animals (with the exception of guide dogs); 2) laser pens 3) Your own food and drink (unless permitted by the Venue); 4) bottles, cans or glass containers (unless permitted by the Venue); 5) any item which may be interpreted as a potential weapon including sharp or pointed objects (e.g. knives);and 6) illegal substances. The management of the Venue reserves the right to conduct security searches from time to time and confiscate any item which, in the reasonable opinion of the management of the Venue, may cause danger or disruption to other members of the audience or the Event or is one of the items not permitted in the Venue as listed above. Every effort shall be made to admit latecomers to Events at a suitable break in the Event, which may be the interval, but late admission cannot be guaranteed. Ticket holders may only leave and re-enter the Venue during an Event at the discretion of the management of the Venue. Otherwise, there will be no re-admission or pass-outs of any kind. The obstruction of gangways, access-ways, exits, entrances or staircases, congregating in non-designated areas or seeking entry to stands or seats for which You do not hold a Ticket is strictly forbidden.
Health and Safety
Ticket holders must comply with all relevant statutes, safety announcements and Venue regulations whilst attending the Event. If Ticket holders have any special requirements or concerns about any special effects which may be featured at the Event, prior notice should be provided when ordering Tickets. Special effects may include, without limitation, sound, audio visual, pyrotechnic effects or lighting effects.
Dispute Resolution
If any dispute arises out of these Terms and Conditions, We will attempt to settle it. To this end We shall use Our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a just and equitable settlement satisfactory to both parties. If We are unable to settle any dispute by negotiation and you are not satisfied with our final response, you may use the following link to the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage where You can access further information about online dispute resolution.
Waiver
If we delay or fail to enforce any of these Terms and Conditions It shall not mean that we have waived our right to do so.
Assignment
We shall be entitled to assign any of Our rights and obligations under these Terms and Conditions provided that your rights are not adversely affected.
Severability
If it is found by a Court that any of these Terms and Conditions for any reason cannot be enforced, this shall not prevent the other provisions from continuing to apply.
Force Majeure
Any person, other than the Venue or Promoter, not a party to these Terms and Conditions shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms and Conditions. The Act can give rights under some contracts to third parties who are not parties to those contracts but in this case only we, the Venue, the Promoter and you (or your assignees permitted hereby) have rights and obligations under this contract.
Entire agreement
These Terms and Conditions, and the terms and conditions of the Venue and the Promoter and any specially agreed terms constitute the entire agreement between the parties in connection to, its subject matter and supersede any previous terms and conditions, agreement or arrangement between the parties. Each of the parties agrees that it has not entered into these Terms and Conditions in reliance on, and shall have no remedy in respect of, any statement, representation, covenant, warranty, undertaking or indemnity (whether negligently or innocently made) by any person (whether party to these Terms of Conditions or not) other than as expressly set out in these Terms and Conditions. Nothing in this clause shall operate to limit or exclude any liability for fraud.
Governing Law and Jurisdiction
These Terms and Conditions shall be governed by and construed in all respects in accordance with English law and the parties agree to submit to the exclusive jurisdiction of the English courts.