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TOUR OPERATOR TERMS & CONDITIONS in respect of THE EVENTA ENTERTAINMENT GROUP LIMITED where the Package Travel Regulations apply
APPENDIX OF TERMS A-Z IS LOCATED TOWARDS THE END OF THIS PAGE
If you have not booked a package then the booking conditions applicable to your booking can be found by following this link https://www.thestagcompany.com/non-package-terms-and-conditions.
1. Travellers will receive all essential information about the package before concluding the package travel contract.
2. There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
3. Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
4. Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
5. The price of the package may only be increased if specific costs rise (for instance, fuel prices) and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
6. Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
7. Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
8. Additionally, travellers may at any time before the start of the package, terminate the contract in return for an appropriate and justifiable termination fee.
9. If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
10. Travellers are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are improperly performed.
11. The organiser has to provide assistance if the traveller is in difficulty.
12. If the organiser or, in some Member States, the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. We, The Eventa Group, have taken out insolvency protection with the financial protection entity ABTA – The Travel Association. You can contact the financial protection entity ABTA – The Travel Association at 30 Park Street, London, SE1 9EQ; email@example.com; 020 3117 0500, if services are denied because of insolvency.
13. The Package Travel Regulations 2018 can be found on: https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents
14. We will absorb an amount equal to 2% of the holiday cost before passing on any surcharge.
These Terms & Conditions only apply where you have booked a "package" as defined in The Package Travel and Linked Travel Arrangements Regulations 2018 (“the Regulations")
For the purposes of the Regulations, a package is where at least two out of the three following components are offered at an inclusive price:-
(b) overnight accommodation
(c) other tourist services
If you have booked a package then your contract is with The Eventa Entertainment Group Limited, a company registered in England and Wales (company number 04945685), whose registered office is 8th Floor Becket House, 36 Old Jewry, London, EC2R 8DD.
Where any booking is taken by The Stag Company, the trading name of The Eventa Entertainment Group Limited then such booking (whether taken over the telephone or via their website) is taken merely as agent for and on behalf of The Eventa Entertainment Group Limited.
Your contract incorporates these Terms & Conditions and by making or joining a booking with us, you confirm your acceptance of these Terms & Conditions.
These Terms and Conditions of booking set out our obligations to you and your commitments to us when you book "Arrangements" with us. These together with the information contained in the Booking Confirmation is the basis of our contract with you.
To book a package with The Eventa Group Limited you must place a non-refundable, non-transferable deposit as specified by your Event Planner. By placing this deposit you confirm the accuracy of all information you have provided and accept these Terms & Conditions on behalf of yourself and all members of your group.
1. YOUR RESERVATION
1.1 Bookings are taken on the basis that they are made by a Group Leader. When you make a booking and pay your deposit we will take an estimate of group numbers and will reserve your arrangements in accordance with these Terms & Conditions. A binding contract between us will come into existence only when we send our Booking Confirmation to you, to your Party Hub. Prior to doing so, we may send you an acknowledgement of your booking. Any such acknowledgement simply indicates that we are dealing with your booking request and is not a confirmation of it. Note that a binding contract is formed when the booking confirmation is sent, regardless of whether this is confirmed or not.
1.2 Please check your Booking Confirmation together with all other documents we send you, as soon as you receive them. Contact us immediately if any information which appears on the Booking Confirmation or elsewhere appears to be incorrect or incomplete, as it may not be possible to make changes further down the line. We regret we cannot accept any responsibility if we are not notified of any inaccuracies within 24 hours of sending it out. Whilst we will do our best to rectify any inaccuracies notified outside these time limits, you will be responsible for any costs, expenses and/or admin fees involved in doing so.
1.3 Any contract is with the Group Leader as shown on the Booking Confirmation. Unless you advise us otherwise, we will assume that every member of your group is over 21 years of age. If this is not the case and some members of your party are younger than 21, please check with us prior to booking, that the events you book, can accommodate the younger members of your party. If this is not checked by you prior to your booking being made and you encounter problems during your booking journey or during your arrangements, we cannot be held liable.
1.4 The Group Leader is responsible for ensuring that other members of their party are aware of these Terms & Conditions and that they consent to the Group Leader acting on their behalf in dealings with us.
1.5 The Group Leader is responsible for the reservation and for ensuring that all monies due for a booking are collected and paid on time by the members of the group. The Group Leader assumes all responsibility to settle the balance of any outstanding payments required for a confirmed booking, before any specified due date.
1.6 We may change the Terms & Conditions at any time, in which case the amended Terms & Conditions will be posted on the website and will apply from the date we post them. Please check these Terms & Conditions on each occasion you use the website or Party Hub. If you continue to use the website or Party Hub you will be bound by the latest Terms & Conditions.
The format and content of The Stag Company website changes from time to time. We recommend that you refresh your browser each time you visit the website and Party Hub to ensure that you access the most up to date version.
1.7 Some of our accommodation options do not have an official star rating awarded from the accommodation themselves, but we may give them a rating based on facilities, location etc. An example of this would be certain Travelodge hotels and some European accommodation options.
2 OUR PRICING POLICY AND PAYMENT TERMS
2.1 We reserve the right to alter prices shown in any quotes or on our website and we will inform you of any price changes prior to issuing your Booking Confirmation. Once your Booking Confirmation has been issued, we reserve the right to rectify errors in the prices of confirmed arrangements. We also reserve the right to increase the price of confirmed bookings solely to allow for increases which are direct consequences of changes in:
a) the price of the carriage of passengers resulting from the cost of fuel or other power sources; or
b) the level of taxes or fees chargeable for services applicable to the booking imposed by third parties not directly involved in the performance of the booking, including tourist taxes, landing taxes or embarkation or disembarkation fees at airports; or
c) the exchange rates relevant to the package.
Such variations could include, but are not limited to, cost changes which are part of our contracts with transport providers and any other providers.
2.2 When you make your booking, the Group Leader is required to pay a non-refundable, non-transferable deposit of £50 or such other figure that may be agreed during the booking process. Each member of the group is then required to pay a non-refundable, non-transferable deposit of £30 or such other figure as may be agreed during the booking process, in order to secure their place. The group members will have up to 14 days to pay this deposit, unless another date has been agreed. It is the Group Leader's responsibility to make sure that all payments are made by members of the group by the deposit date and final payment date. The final payment date can be found on your booking confirmation and Party Hub, and unless otherwise stated, is generally set 42 days prior to the arrangements commencing. Any late payments will be subject to an administration fee of £10 per person.
Each member of your group is able to pay separately through our online payment system. Final numbers for your package will be determined by us based on the number of group members who have paid the full balance required by the final payment date. The final payment date is set to 42 days prior to the arrangements commencing, unless otherwise agreed. If your package is due to commence within 42 days of booking then the total price shall be payable at the time of booking and numbers will be confirmed at the point at which we accept your booking and receive payment.
Group members are required to make the deposit payment by the set deadline in order to secure their place. Then either pay the remainder in one sum or make further payments towards their final balance as and when they wish, ensuring that payment is received in full by the set deadline.
If the final balance date is more than three months away, the package price is more than £100 per person, and an individual is attending the full package, they will qualify to pay by instalment plan, whereby monthly amounts will automatically be deducted from their chosen payment card, on a set date. This will be the date on which the plan was set up and cannot be changed.
In all cases, anyone who does not make the required payments by the deadlines specified will be removed from the booking and will not be eligible for a refund of any monies paid to date.
The instalment plan is a standing order. Should your card expire and you wish to continue on an instalment plan, it is your responsibility to set up a new plan. We reserve the right to charge a £10 administration fee if at the final payment date there is an outstanding balance and a group member wishes to make payment. This is due to there being a £10 charge for a late payment fee.
2.3 Payments via our online payment system or on the telephone can be made by credit or debit card via a secure payment system. (Removed 3rd Jan 2018 card surcharges info). We accept all major credit & debit cards, except American Express.
2.4 Except where these conditions otherwise expressly state, all payment transactions (including but not limited to, initial payments, part payments, payment instalments, treatment fees, theatre and sport tickets, administration and service fees) are non-refundable.
If you opt to make a payment on behalf of another guest, you agree for the funds assigned to them during the transaction, to be subject to the “name change process”.
2.5 Your full package price may include a discount, agreed at the point of sale. Such discounts will only apply where all items are included, meaning that if you or a group member opt out of any items from the package, or make any amendments to the original package, the discount will be removed and package price will be recalculated.
2.6 All prices are inclusive of Value Added Tax (“VAT”) or similar sales tax.
2.7 As above, all administration and service fees are non-refundable and non-transferable. An administration of £15 will be charged per “Statement of Payments Received” that we are requested to produce. This will increase to £20 if requested within 14 days of travel or after departure. A late payment fee of £10 per person will be charged, for balances paid after the final payment date. If you require an extension to your deposit or final payment date, an administration fee of £10 will be charged per extension request.
3. CHANGES AND CANCELLATION BY US
3.1. IF WE CHANGE YOUR ARRANGEMENTS BEFORE DEPARTURE
We expect to be able to provide you with all the services we have confirmed to you in your Booking Confirmation. We plan arrangements in advance using independent, contracted partners, over whom we have no direct control. On occasion changes do have to be made and we reserve the right to make these at any time, however we will advise you as soon as possible. Most of these changes would be deemed “minor”, for example an accommodation change of the same or higher standard, or a change to the timing of an activity. However there are rare times when a change we deem to be “significant” may be required, for example, a change of booking location.
3.2 In the case of a significant change (see clause 3.1) before your departure we will aim to provide you with the following alternatives:
a) accepting alternative arrangements of similar or higher standard; or
b) accepting alternative arrangements of a lower standard together with a refund of the difference in price; or
c) cancel the arrangements affected with a full refund of all monies paid
3.3 We are not obligated to provide the alternatives listed in clause 3.2, when we are forced to make a significant change to your arrangements as a result of:
(a) matters outside of our control when clauses 7, 11 & 19 shall apply; or
(b) where your booking was accepted "subject to availability” or “on request”, and the arrangements are not available, when clauses 4.6 & 4.7 shall apply
A refund would not be payable if you accept any altered arrangements.
3.4 In the case of a significant change after your final balance is paid, compensation may be payable at our discretion. Any potential compensation would not be payable if the change occurs as a result of circumstances beyond our control, where clauses 7, 11 & 19 will apply.
4. CANCELLATIONS BY US
4.1 In the unlikely event we need to cancel your arrangements, we will notify you as soon as possible. If we cannot offer you a replacement, we will provide you with the following alternatives:
a) alternative arrangements of a lower standard together with a refund of the difference in price; or
b) cancel the arrangements affected with a full refund of all monies paid
4.2 We are not obligated to provide the alternatives listed in clause 4.1, when we are forced to cancel your arrangements as a result of:
(a) matters outside of our control when clauses 7, 11 & 19 shall apply; or
(b) we cancel as a result of your failure to pay your deposit or the full balance
or any other sum when due; or
(c) where your booking was accepted "subject to availability” or “on request”, and the arrangements are not available, when clauses 4.6 & 4.7 shall apply
4.3 In both cases outlined, compensation may be payable at our discretion, if you’re notified after your final balance has been paid. Any potential compensation would not be payable if the change occurs as a result of the following circumstances:
a) circumstances beyond our control (in which case clauses 7, 11 & 19 shall apply); or
b) we cancel as a result of your failure to pay your deposit or the full balance
or any other sum when due; or
c) where a minor change is made
d) where we make a significant change and you accept those altered arrangements;
e) where clause 4.6 & 4.7 apply
4.4 We reserve the right to cancel the booking due to your failure to pay by the set payment deadlines, with all monies paid being non-refundable. This may also incur cancellation charges from our partners.
4.5 We do not sell flights and, therefore, any flights or other travel arrangements you may book are not part of your contract with us. In the event that you experience any delay or other disruption to your flights, or other travel arrangements, we will make reasonable efforts to rearrange the activities that you have booked with us. However, we cannot be held liable for any refunds or compensation, in the event that such activities cannot be rearranged, or if you otherwise miss all or part of your trip, as a result.
4.6 Some packages shown on our website or Quote Hub can only be operated if a sufficient number of people book onto the group booking (“minimum number”). If this is applicable to your group, this will be stated prior to making your booking and will be on your booking confirmation. If there are insufficient people confirmed in your group at the final payment stage, we have the right to cancel this element or elements. Alternatively, a recalculation of package price may be required for each group member, in which scenario, we will inform you as soon as possible. Where we cancel due to insufficient numbers, no compensation or refunds will be payable. This includes any costs incurred by the group for any connected arrangements, including but not limited to, travel plans.
4.7 Where your booking or some elements of your booking could not be checked at the time of booking, this will be placed as “on request” or “freesale” The accommodation or activity in question is subject to availability or changes. If this is applicable to your group, this will be stated prior to making your booking and will be on your booking confirmation. Where we cancel due to the accommodation or activity not being available, no compensation or refunds will be payable. This includes any costs incurred by the group for any connected arrangements, including but not limited to, travel plans.
5. CHANGES BY YOU
5.1 IF YOU CHANGE YOUR BOOKING
If you want to change your arrangements in any way you must inform us in writing, via your Party Hub, as soon as possible. We will do our best to help you, although we cannot guarantee that we will always be able to do this, as changes are subject both to availability in real time, and to the Terms & Conditions of our partners.
5.2 Where we can accommodate a change, the package price and final payment date will be amended accordingly. There will be a charge for these additional services; please refer to the “administration fees” detailed in clause 22.
If you do wish to make changes, this will be in line with the price which applies on the day the change is made.
It may not be possible to transfer your booking to a start date more than three months after your original package start date without incurring cancellation charges.
Please refer to clause 6.2 for further information.
5.3 Any discount or special offer received, may be lost or altered if elements of your booking are changed or removed. Any discounts agreed on the original package price will only be applied to those group members participating in the full, original package.
5.4 If you have paid extra charges (“supplements”) for accommodation and the number of people in your accommodation changes, you may have to pay extra or further supplements to cover the full room cost(s).
5.5 Any change to your start date, destination, or accommodation must apply to all members of your group.
5.6 If you have booked any promotional set package or “superpackage”, this cannot be amended. If you wish to alter any part of the package, this would require cancellation of the existing booking and will be subject to cancellation charges (please refer to clause 6.2). The rebooking of the new arrangements will be charged at the price which applies on the day the change is made.
5.7 Additional group members can be added to your booking, subject to price and availability. If such a request is made after your final payment date, an administration fee will apply. Please refer to clause 22 for further details.
5.8 Please ensure that you have received written confirmation of any changes to your booking prior to travel.
6. CANCELLATION BY YOU
6.1 The Group Leader has the right, on behalf of the group, to cancel the arrangements made. If you wish to cancel all or part of your booking, a request must be sent via the Party Hub. The Group Leader may cancel up to 42 days prior to departure, however all monies paid at that point will be non-refundable.
Within 42 days of departure date, if some or all of your party cancel their place on the booking, we are entitled to treat your booking as cancelled in accordance with these Terms & Conditions and cancellation charges may apply (please refer to 6.2). These charges are based on the estimated cost of cancelling your arrangements and the expenses and losses we are likely to incur.
Amendments and cancellations can only be accepted in accordance with the Terms & Conditions of the provider of your arrangements.
6.2 In the event of cancellation(s) made by you, the following sets out the amounts payable to us. This details the period before departure within which written notification of cancellation is received by us, These cancellation charges are based on per person cancelling.
More than 42 days
Cancellation charge if you cancel - Retention of all monies paid on the booking
Less than 42 days
Cancellation charge if you cancel - Retention of all monies paid on the booking, plus we reserve the right to impose a further charge up to the value of the “full package price” for each person in the group, in addition to any additional fees or charges that may be imposed on us by our partners.
6.3 If you or any group member is unable to attend for any reason, monies paid against the space will be retained. However, where possible a new guest may be invited in their place (“name change”), subject to an administration fee of £30 per person (increasing to £50 within 14 days of departure).
We must receive this notification at least 14 days before departure for a name change to be guaranteed. Within 14 days of departure, we will do our best to action your request, but cannot guarantee that it will be possible. As such, an increased administration fee of £50 will be payable within this time period.
The original group member in question, must confirm they are happy for their place and funds to be used for the new guest.
When name changes are confirmed by us, amendment fees will be required as noted in clause 22, together with any extra costs we incur or are asked to pay in order to make the change. These extra costs will be required by the final payment date. If the change is requested after the final payment date, the outstanding amount is required as soon as possible.
If you are unable to find a replacement, cancellation charges as set out in clause 6.2 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling, or for unused services.
Any new guests agree to these Terms & Conditions and any other requirements which apply to the booking. If the full cost of the travel arrangements should already have been paid when the change is requested, this must be paid before the change can be finalised.
6.4 If any person on the booking cancels and you cannot fill that person's place via a name change, you may have to pay additional charges for your accommodation, such as under-occupancy supplements.
6.5 If you do cancel, you must still pay any amendment charges, which arose before the cancellation, and any required monies towards any pre-booked items or services.
6.6 We will not be liable to provide you with either a refund or any compensation in the event that you and/or your group fail to present yourself (either on time or at all) for a particular service or activity that you have booked, regardless of the reason for your failure to present yourself (either on time or at all); unless this failure arose as a direct result of our negligence or that of our employees acting in the course of their employment.
7 OUR LIABILITY
7.1 LIMITATION OF OUR LIABILITY TO YOU
We will not be liable where any failure in the performance of the contract is due to the following;
a) you; or
b) a third party unconnected with the provision of the arrangements and where the failure is unforeseeable or unavoidable; or
c) unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our partners, even with all due care, could not foresee or forestall.
7.2 Our liability, except in cases involving death, injury or illness, shall be limited in any event to a maximum of two times the cost per person of the arrangements per person affected.
7.3 Should you or any member of your group suffer illness, personal injury or death attributable to the any of the following, we will offer you such advice, guidance and assistance as is reasonable in the circumstances;
a) a third party, unconnected with the provision of the services, or
b) as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided, even if all due care had been exercised or
c) an event which we or our partners, even with all due care, could not foresee or forestall
7.4 Our liability will also be limited in accordance with and/or in an identical manner to:
a) the contractual terms of the companies that provide the arrangements which are incorporated into and form part of your contract with us; and
b) any relevant international convention, for example the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim and which are incorporated into and form part of your contract with us and we are to be regarded as having all the benefit of any limitation of compensation contained in any such conventions.
c) transfers booked as part of your package. Transfers are booked on behalf of the group, and as such, the transport provider’s insurance and conditions apply. We cannot accept any responsibility or liability whatsoever for traffic congestion, road accidents, adverse weather conditions, compliance with requests of the police, customs or other government officials and security services, or other matters outside our reasonable control and will not be liable for any inconvenience or loss incurred caused by a breakdown or unforeseen delay.
7.5 Unless otherwise expressly indicated by us in writing, excursions or other tours that you may choose to book or pay for whilst you are away, including any additional arrangements booked by you directly with our partners, are not part of the arrangements provided by us. For any excursion, activity or tour that you book, your contract will be with the operator of the excursion, activity or tour, and not with us. We are not responsible for the provision of the excursion, activity or tour, or for anything that happens during the course of its provision by the operator.
7.6 The provisions of clauses 7.1 to 7.5 inclusive are in addition to any other limitation of liability contained in these Terms & Conditions.
7.7 Nothing in these Terms & Conditions affects any statutory rights that you may have under the relevant jurisdiction applicable pursuant to clause 21.
8. ARRANGEMENTS AFFECTED BY THE WEATHER
There is always the eventuality that you may be unable to take part in weather-dependent activities due to poor conditions. In this instance, you will not be entitled to change or cancel your arrangements without paying our normal amendment or cancellation charges. We will assist you in finding alternative activities or arrangements but please bear in mind that these are subject to availability, and may only be possible at an additional charge to you.
9. YOUR RESPONSIBILITIES
9.1 SPECIAL REQUESTS
If you have a special request, we will do our best to help, but we cannot guarantee it. Please advise us of your request at the time of booking and make sure that we are given as much detail as possible. If your special request is vital to your arrangements, it must be specifically agreed with us before or at the time you book. We will comply with any special request which we have specifically agreed and confirmed in writing. General confirmation that a special request has been noted or passed on to our partner(s) or the inclusion of a special request on your Booking Confirmation or on the acknowledgement of your booking or any other documentation is not confirmation that the request will be met.
Unless and until specifically confirmed in writing all special requests are subject to availability. If any additional cost is applicable, we will ask for immediate payment.
9.2 If your special requests have not been agreed in writing at the time of booking, and we are unable to meet these requirements after the booking has been processed, no refunds will be provided. Therefore it is vital that you ensure these are agreed in writing prior to placing the booking.
10. YOUR DOCUMENTATION
10.1 You are responsible for ensuring that you and all other persons included in your group satisfy all passport, visa, travel insurance and health certificate requirements. We accept no responsibility for any refusal of travel or entry into any destination or for any liabilities, losses, delays or expenses incurred through any irregularity in required documentation. If you have any queries with regard to documentation and insurance requirements, you must raise them with us well in advance. This includes sufficient photo ID for venues requiring proof of age, where we can accept no liability for refusal of entry, on this, or any other grounds.
10.2 In the event we are asked to re-issue tickets that have been lost, destroyed or stolen and we agree to do so, any charges incurred as a result of this will be payable by you.
11. HEALTH PRECAUTIONS
11.1 Some of our packages involve strenuous activities. It is your responsibility to ensure that you and your group members have the levels of health and fitness required for any particularly strenuous activities.
11.2 You must provide us with full details of any existing medical, physical condition, disability or dietary requirements that may apply to any member of your group which affect your arrangements (in particular, any accommodation requirements) at the time of booking. If in our reasonable opinion, your chosen arrangements are not suitable for the medical, physical condition or disability or you are not travelling with someone who can provide all assistance that may be required, we have the right to refuse to accept the booking or the individual(s) in question may not be able to participate in certain events. In this scenario, we shall not be liable for any losses or compensation arising. If you do not give us full details of any medical or physical condition or disability at the time of booking, we reserve the right to cancel the booking when we become aware of the full details, if in our reasonable opinion, the arrangements are not suitable. If we cancel in this situation, monies paid towards the event will be non-refundable and cancellation charges as set out in clause 6.2 must be paid by the individual(s) concerned.
11.3 It is your responsibility to inform us of any group member’s height or weight that may not meet the requirements of any activity.
12.1 It is your responsibility to make sure that you and your group have suitable insurance in place prior to travel for any UK or abroad destination, We cannot be held responsible for any costs incurred as a result of failing to have suitable insurance in place prior to travel.
If you are unable to attend all or some aspect of your package for any reason, and you have the appropriate cover in place, we will be happy to provide you with a “Statement of Payments Received” to support an insurance claim. Please note that we are unable to confirm or deny your participation in the event. Please also note the letter is subject to a fee of £15 per letter (increasing to £20 within 14 days of travel or after departure).
12.2 If you participate in sports and activities whilst travelling, whether or not organised and arranged independently of us, it should be understood that participation is at the individual's own risk and it is your responsibility to ensure that such activities are covered by your insurance policy.
13.1 You must be responsible for the behaviour of yourself and your group, for the duration of the booking process and the arrangements themselves. We can refuse to accept you as a customer or to continue dealing with you and/or any other member of your party by terminating your arrangements due to any of the following;
a) if behaviour is or is likely to be, in our reasonable opinion, or in the reasonable opinion of any partner/activity/venue, or other person in authority, disruptive, upsetting or dangerous to yourself or anyone else or
b) if you or any member of your party have caused or are likely to cause damage to property, persons or venues. This includes but is not limited to the possession and consumption of illegal substances by any members of the group, which is strictly prohibited during all aspects of the itinerary.
We will not pay any refund, compensation or other sum or any costs or expenses incurred by you if we have to terminate your arrangements due to such unacceptable behaviour. In this situation we will then have no further responsibility for you or any other member of your party (including any return travel arrangements). We also reserve the right to pass the contact details of the Group Leader to the partner(s) in location, in order that they can attempt to recoup any charges they deem to be due in relation to damages caused by you, in line with clause 20 below.
13.2 Please be aware that if you have accommodation included in your package, you are likely to be charged a refundable security bond on arrival. The amount and method of payment are at the discretion of the accommodation partner, as are any reasonable deductions for any damage or disturbances incurred directly by your group, during your stay.
14. ITINERARIES & ACTIVITY TIMINGS AND LOCATIONS
Our itineraries are designed for you to achieve maximum enjoyment from your arrangements. The general advice and timings provided must be adhered to at all times and failure to do so may result in your group being unable to participate in particular activities. We cannot be held liable should you fail to follow our advice or adhere to our planned timings. You are required to contact us immediately if any information which appears on the Booking Confirmation and/or “Final Itinerary” or elsewhere appears to be incorrect or incomplete, as it may not be possible to make changes further down the line.
Please note on occasion, certain activities such as (for example) bubble football, will not confirm the venue until around one week prior to the activity commencing, as advised in your Booking Confirmation. As a result your itinerary may be sent without the location which will be confirmed to you nearer to the date of the activity in question taking place.
15. ACCOMMODATION AND OCCUPANCY SUPPLEMENTS
We always try to place groups in twin rooms where available, however if these are not available you may be in double, triple or quad rooms.
When a group is booked into accommodation and there is a change in group size, we will, where possible, try to place the booking into alternative room types to avoid any extra costs. Where this is not possible, room supplement charges may apply, to cover the full cost(s) of the room booked and these will be specific to the accommodation type and room configuration booked. For example, if there is only one person in a twin room, or if there are seven people in an eight-person apartment, the additional space will need to be paid for.
Alternatively, we will sometimes need to recalculate your package price in line with the new group size. We will always try to offer the cheapest option to keep costs down for you.
16. ACCOMMODATION AND ACTIVITY LOCATIONS
16.1 For UK bookings, we define "centrally located accommodation” or similar as being one approximately ten minutes’ drive or less from the respective city centre. We define an acceptable distance for an activity to be within one hour’s drive or less from the city centre. If the arrangements we are holding for you fall outside of this, you will be informed at the point of booking.
16.2 For London packages, these distances cannot be guaranteed but we will aim to build your arrangements with no more than 40 minutes travel time between each element which we deem to be an acceptable distance within this location.
16.3 For bookings outside of the UK, the distances that we deem to be acceptable differ per location and will be advised before or at the time of booking and detailed in your Booking Confirmation.
16.4 For bookings outside of the UK, if you have activity transfers included, this will be detailed in your Booking Confirmation. Our partners aim for the journey time to be no longer than an hours’ travel.
17. REFUND POLICY
If we confirm that a refund is due for an aspect of your booking, we will endeavour to process this within 14 working days, wherever possible. If this is not possible we will inform you of the relevant time frame.
We will refund you back to the card paid to us, which can take up to 14 working days to clear, once processed. Alternatively, we may ask for your bank details to enable us to process a singular bank transfer or bulk transaction.
18. IF YOU HAVE A COMPLAINT
18.1 If you have cause for complaint whilst on your trip/activity, you must bring it to the attention of any partner or accommodation partner immediately. They will do their best to rectify the situation, in accordance with our shared desire to provide excellent customer service.
18.2 We have an emergency contact available every weekend. If you are travelling abroad and need urgent assistance, please call our partner/ “ground agent” number located in the 'Additional Information' box at the top of your itinerary.
18.3 If you have a UK booking please call our office number 01273 225070, and follow the prompts, as clearly outlined on your itinerary within your Party Hub.
18.4 If you are dissatisfied with any aspect of your itinerary, you must tell the venue staff immediately to give them a chance to offer a resolution. If you are still dissatisfied, you must inform us without delay, so that we can try to assist. Failure to use the emergency contact numbers detailed on your itinerary may affect any complaints submitted upon your return.
18.5 If your complaint is not resolved locally, or you wish to make a formal complaint about the service you have received from us, please send your comments in writing within seven days of your return home via your Party Hub. Please provide your booking reference and all other relevant information, keeping your account concise and to the point, in order to assist us to quickly identify your concerns and speed up our response to you. Our After Care team will investigate the issues raised. They operate according to ABTA regulations, so will endeavour to respond within 14 days of receipt and aim to resolve any issues raised in writing, within 28 days. Should we be able to make an offer to resolve your complaint and you wish to accept, we must be told within 60 days of the offer being issued. After this timeframe, we cannot guarantee that the offer will still stand.
18.6 Any claims for compensation, for example the request to refund unexpected travel costs incurred, must be received within 90 days of the departure date for them to be considered. After this timeframe, we cannot guarantee that the offer will still stand
18.7 As above, formal complaints after your return home must be sent via your Party Hub. If you are not able to send via this method, please email firstname.lastname@example.org
18.8 We are a member of ABTA, membership number Y2691, and as such are obliged to maintain a high standard of service in line with ABTA’s Code of Conduct. If we cannot resolve your complaint, you can visit www.abta.com to use ABTA's simple dispute resolution procedure, which is approved by the Chartered Trading Standards Institute. Further information on the Code of Conduct and ABTA’s assistance in resolving disputes can be found on www.abta.com.
19. CHANGES DUE TO CIRCUMSTANCES BEYOND OUR CONTROL
We will not be liable to pay any compensation if we are forced to cancel, or in any way change, your arrangements as a result of unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even with all due care. These include but are not limited to: unavoidable technical problems with transport; war or threat of war; civil strife; industrial disputes; labour strikes; natural disaster such as floods or earthquakes; extreme weather; epidemic, disease outbreak, chemical, biological or nuclear disaster, or terrorist activity.
20. DATA PROTECTION
Information about you and members of your party, including your names, contact details and any special needs, disabilities or dietary requirements is collected by us when you request information or make a booking with us. We will ensure that all such data is stored securely and in accordance with The Data Protection Act 2018 (the UK’s implementation of the General Data Protection Regulation (“GDPR”). We may disclose this information to our service partners (who may be located outside the UK/EEA) for the purpose of providing you with your arrangements. Only information necessary for this purpose will be disclosed to them. Where email addresses have been provided for your group, we will send them transactional communications, such as payment reminders and receipts. We will contact you, as Group Leader for the booking, with any necessary information relating to your booking, via email, phone and SMS.
Please refer to our Customer Privacy Notice for a full explanation of how we will handle your data, including clear details about your rights in relation to this data, under the General Data Protection Regulation (GDPR).
20.1 By booking with us in the role of Group Leader, you agree to your name and email address being shared with any guests (‘group members’) that you choose to invite via the Party Hub, for the sole purpose of them being able to communicate with you about the booking, for which you assume responsibility.
21. JURISDICTION/GOVERNING LAW
Both parties agree that any dispute, claim or other matter of any description (and whether involving personal injury or not) which arises out of or in connection with your booking must be brought in the Courts of England and Wales only (unless you are a resident of Scotland or Northern Ireland in which case any proceedings must be brought in either the Courts of your own country or those of England and Wales). Both parties also agree that English law (and no other) will apply to your contract (unless proceedings are brought in Scotland or Northern Ireland, in which case Scottish or Northern Irish law, as applicable, will apply instead). If this provision is not acceptable to you, you must tell us at the time of booking.
22. ADMINISTRATION FEES
Type of change
Increased amount closer to departure date
£85 within 3 month of departure
£60 within 3 months of departure
Group Leader name change
£50 within 14 days of departure
Group member name change
£50 within 14 days of departure
Adding additional group members
£50 within 14 days of departure
£50 within 14 days of departure
Statement of Payments Received
£20 within 14 days of departure or after departure
Deposit / Final payment date extension
£10 per request
Late payment fee
£10 per person
23. COVID19 INFORMATION
It is the responsibility of the group to ensure you are up to date with any COVID related information prior to your event date, including but not limited to:
a) FCDO advice
b) Country entry requirements
c) Travel documentation
d) Proof of vaccination and/or negative test
e) Local requirements and rules
f) Additional safety protocols
If your group or individuals within your group do not meet the criteria for entry to your venue or location, this will be deemed as a cancellation by you (see clause 6)
Should you wish not to travel on the trip due to COVID-19, this will be deemed as a cancellation by you (see clause 6).
24. ONLINE BOOKINGS
Your booking is subject to our standard Terms and Conditions so please ensure that you read these before proceeding.
24.1 In addition to clauses 1 to 23 above, “online package bookings” are subject to the following additional Terms & Conditions. An online package booking is either custom built by you or pre-built and purchased directly by placing payment online. Within the 48 business hours after placing payment online, these additional Terms & Conditions apply.
24.2 Please note that your package is purchased on a “request” basis, which means that availability for each element could not be checked with our partners prior to you placing payment online. This means that whilst we hope and expect to be able to provide the itinerary you have requested, the individual elements of your package are subject to change, availability and price.
24.3 Your booking will be confirmed when you receive your booking confirmation in your Party Hub. We aim to provide this, where possible, within 24 business hours for bookings made Monday to Friday, and 48 business hours for bookings made on Saturdays, Sundays and public holidays.
24.4 Activity dates and start times will be allocated to you by your Event Planner in due course, unless you have requested a specific date and/or start time in writing, via the ‘notes’ field, when placing your payment. Please note that some activities have a pre-assigned start time, which will be made apparent to you when selecting the activity.
Your Event Planner will aim to secure the selected activities for your requested dates and times, however due to external demand, this may not always be possible. Confirmation of the dates and times we have been able to secure for you will be outlined in your booking confirmation. If your specified dates and times are unavailable, your Event Planner will aim to secure the closest possible alternative. If it is deemed necessary, your Event Planner will contact you with any significant date and time changes, before securing the arrangements with our partner(s).
24.5 In line with clauses 1.1, 1.2 and 1.3, accommodation room types and rates are not guaranteed until your Event Planner can confirm these with the provider(s) directly, so on rare occasions, room types and rates may change, and we will contact you as soon as possible to inform you of the amended details and/or price. If these do not suit your group’s requirements, we will look to amend your accommodation reservation subject to availability, re-quoting your package price accordingly.
24.6 A binding contract comes into existence only when we send a booking confirmation to you via your Party Hub. Any prior acknowledgement of your booking simply indicates that we are dealing with your booking request and does not constitute confirmation of it.
You must check your booking confirmation carefully, along with any other documentation we may send you, and contact us immediately, within 24 hours, if any information appears to be incorrect or incomplete, as it may not be possible to make changes further down the line.
We regret that we cannot accept any responsibility if we are not notified of any inaccuracies in your booking confirmation or any document we may send you, within 24 business hours of our sending it out. If you do not contact us within this timeframe, we will make the fair assumption that you are happy to proceed with your booking as detailed. Whilst we will do our best to rectify any inaccuracies highlighted outside of this timeframe, you will be responsible for any costs incurred from such rectifications.
24.7 Prior to placing your deposit, it’s important that you read the specific Booking Conditions.
25. CHANGES AND ALTERATIONS AFTER PLACING YOUR BOOKING
25.1 If your desired accommodation is not available, we will look to secure you a reservation at a premises which we deem to be a “like for like” alternative, that is, of a similar standard and price. If this alternative does not suit your group's requirements, we will look to amend your accommodation reservation, subject to availability, re-quoting your package price accordingly.
Should we be unable to offer you, what we deem to be a suitable accommodation alternative, we will aim to provide the following options to you:
a) alternative arrangements of a lower standard, with a reduction in package price and a refund of any overpayments towards this element of the package; or
b) remove the arrangements affected from the package with a reduction in package price, along with a refund of all monies paid towards this element of the package
c) cancel the booking with a refund of all monies paid
25.2 If your selected activity/activities are not available, then your booking will be processed without the affected activity/activities, or with an alternative which we deem to be a “like for like” alternative of a similar standard and price.
Should we be unable to offer you what we deem to be a suitable activity alternative, we will aim to provide the following options to you:
a) secure alternative arrangements of a lower standard, with a reduction in package price and a refund of any overpayments towards this element of the package; or
b) remove the arrangements affected from the package with a reduction in package price and a refund of all monies paid towards this element of the package
25.3 If we are unable to fulfil all elements of your requested package we will aim to provide the following options to you:
a) offer alternative arrangements which we deem to be a ‘like for like’ alternative of a similar standard and price; or
b) offer alternative arrangements of a lower standard, with a reduction in package price and a refund of any overpayments towards this element of the package;
c) cancel the booking with a refund of all monies paid
APPENDIX OF TERMS A-Z
Administration fees: An expense charged to cover costs associated with making a change to your booking, allowing you to make changes outside of the usual running of the booking.
Arrangements: The accommodation, meals, activities, services booked through us in accordance with this agreement or any other agreement between you and us.
Final Itinerary: Finalised booking details on your Party Hub, including finalised times and venues.
Full/total package price: The total price payable by each guest on the booking, if attending the whole weekend
Freesale: Where availability is not checked at the time of booking, for some of our European locations. Once the booking has been put through, our provider will begin working on the itinerary. The dates and times of the elements of your booking are therefore subject to change and will be confirmed on your final itinerary, once your booking is closed and paid in full.
Ground Agent: Our partners based in European locations
Group member, group, party: Guests invited to the booking by the Group Leader.
In writing: Correspondence via email, Quote Hub message, Party Hub message. We require any amendment request in writing, via the Party Hub, in order to keep a clear audit trail of the booking.
Minimum number: The minimum number of people required in order to run the activity. Alternatively, on most activities, payment can be made to cover the full cost of the activity.
Minor change: Where a change is deemed by us to be a minor change, we will notify you but there's no requirement (under the ABTA Code of Conduct) to offer alternative arrangements or refunds. We will always try to offer an alternative and help where we can.
Name change process: On our approval, you can change the name of an original guest to a new guest. This is with an administration fee charge. (Please refer to clause 22 for more details). We must ensure that we have all the correct names for those on the trip.
Online bookings: An online booking is defined as a package custom built or pre-built and purchased by placing payment online, via the ‘The Quote Hub’ portal, without any interaction with our team at the point of purchase. Once your booking has been placed, you will gain access to the ‘Party Hub’ portal, which is where you will manage your booking.?
On request: Where availability could not be checked at the time of booking. The accommodation or activity in question is subject to availability or changes (including price and time changes). This will be advised on your booking confirmation
On standby: The particular activity in question requires a minimum number of participants in order to run and is therefore not guaranteed. The activity is only confirmed as going ahead when we send confirmation of this via your Party Hub
Package: As defined by The Package Travel Regulations 2018, a package is where at least two out of the three following components are offered at an inclusive price; transport, overnight accommodation or other tourist services
Partner, provider: Our partners who service bookings such as hotels, apartments, and activity venues. For the UK, the booking will usually have different partners for different elements. For example a hotel, day activity, evening activity provider. For bookings in European locations, this will mostly be with one partner for all elements on the booking
Party Hub: Your online platform, used to view your booking confirmation, mange invites, check payment status, make payments and communicate with your Event Planner
Significant change: Where a change is deemed by us to be a significant change, we are required (under the ABTA Code of Conduct) to offer an alternative for the arrangements or refund
Statement of Payments Received: A letter produced from us, at your request, to confirm the payments made towards your place on a booking. This carries an administration charge (please refer to clause 22 for more details).
Subject to availability: Where the availability has not been confirmed at the time of booking and is therefore not guaranteed. The accommodation or activity remains unconfirmed until advised otherwise
Superpackage: A set package including certain elements that cannot be amended, meaning the elements cannot be removed or swapped. If you wish to remove any elements this would require cancellation of the original superpackage, applicable cancellation charges and a re-quote of the price.
Supplement: The amount payable to us, imposed by our partners, to cover the full cost of the accommodation rooms or activity.
VAT: Value Added Tax (VAT) is a tax added to most products and services sold by VAT -registered businesses such as ours.
We, Us, Our: The Eventa Entertainment Group Limited, trading as The Stag Company
You, Your, Group Leader: The person who makes the booking on behalf of the group, named on the Booking Confirmation and who will be our point of contact in relation to the booking.
Terms & Conditions for Customer Survey Offer
>10% discount for bookings that include accommodation
>5% discount for activity only bookings
Terms and conditions for £100 Cashback offer February 2023
Terms and Conditions for Refer a Friend
Terms and Conditions for Book Again
By submitting content to The Stag Company and/or Hen Heaven (subsidiaries of The Eventa Entertainment Group Ltd) in relation to the Your Story campaign, you hereby agree to the following Terms and Conditions:
1a. The term ‘you’ refers to everyone who is submitting content
1b. The terms ‘us’ and ‘we’ refer to The Eventa Entertainment Group Ltd
1c. The term ‘content’ covers but is not limited to the following; videos, photographs, data, text, scripts and audio clips.
2a. You are confirming that you and everyone featured therein were over the age of 18 at the time of production
3a. You are confirming that you have the required permissions and consents of any third party that appears in or is mentioned in the content
3b. You are granting us sole ownership for any future use on, but not limited to, our social media platforms and our websites. This includes any editing, manipulation or removal of content without notice to you and for any reason we deem appropriate
3c. You are giving us permission to feature your content and write any relevant articles and blog posts or any type of content. You understand that as result, content may be subject to further viral sharing across social networks and media channels
3d. You are confirming that we are free to contact you for any further information relating to such articles, blog posts or any type of content
3e. You are confirming that you are the owner of this content or you have obtained full permission to use this on behalf of a third party
3f. You are confirming that you assign full copyright of all photographs and videos submitted to us
3g. You are granting us permission to share your story and content with our affiliates, partners and selected press contacts
4a. The content will be securely stored, in line with UK legislation, for as long as we consider relevant. Full details of our Privacy Notice and your data rights under the General Data Protection Regulation can be found on our website.
5a. Under no circumstances will we be held responsible for any direct or indirect consequences including any loss or damages affecting you or any third party by result, or alleged result, of submitting content.
6a. The prize of a £50 amazon voucher will be issued to the ‘story of the month’. We will choose one ‘story of the month’ winner, per month and this will be at our discretion.
6b. We reserve the right to feature several user stories, including yours, on but not limited to our websites and social media platforms, at any time from submission of content onwards, alongside the chosen prize winner. These additional stories will not be provided with a prize.