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Terms and Conditions

Terms & Conditions

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Your key rights
Introduction
Booking & payment
Changes & cancellation
Limitation of our liability to you
Your responsibilities
Complaints
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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.

Your Key Rights under the Package Travel Regulations 2018

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 arteste 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; claims@abta.co.uk; 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.

Introduction

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:-

(a) transport

(b) overnight accommodation

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 the 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 & Conditions 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, form the basis of our contract with you.

To book a package with The Eventa Entertainment Group Limited you must place a non-refundable, non-transferable deposit as specified by the website or your Event Planner. By placing this deposit, you assume the role of Group Leader, confirm the accuracy of all information you have provided, and accept these Terms & Conditions on behalf of yourself and all members of your group.

Booking & payment

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 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, via 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 any other documents and information that 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 issuing it. Whilst we will do our best to rectify any inaccuracies notified outside of these time limits, you will be responsible for any costs, expenses and/or admin fees involved in doing so.

1.3 Our 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 this. If this is not checked by you prior to your booking being made and you encounter problems during your booking journey or during the arrangements themselves, 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 update these Terms & Conditions from time to time, in which case the amended version will be available on the website and Party Hub, and will apply from the date upon which we post them. We recommend that you refresh your browser each time you visit the website and Party Hub to ensure that you are accessing the most up to date version.

1.7 Some of our accommodation options do not have an official star rating, in which case we may give them a guide rating based on our knowledge of the premises, facilities and location. This rating will always be a fair representation of the premises, in line with recognised and accepted UK accommodation ratings.

2. OUR PRICING POLICY & PAYMENT TERMS

2.1 We reserve the right to alter prices shown in any quotes or on our website and 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 any 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 (for example via our transport providers) 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.

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).

2.3 Each member of the group is then required to pay a non-refundable, non-transferable deposit of £30 for packages less than £200, then £50 for packages above £200 (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.

2.4 It is the Group Leader's responsibility to make sure that all payments are made by members of the group by the payment dates specified on your Booking Confirmation and Party Hub. Any late payments will be subject to an administration fee (see clause 22).

2.5 Each group member can pay separately through our online payment system. Individuals are required to make their 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.

2.6 If the final balance date is more than three months away and the package price is over £50, individuals 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. Please note, if the package price changes, the instalment plan will be adjusted accordingly, and individuals will be notified by email. In all cases, 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 an administration fee if at the final payment date there is an outstanding balance and a group member wishes to make payment.

2.7 Final numbers for your booking will be determined by us, based on the number of group members who have paid the required balance, by the final payment date. 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.

2.8 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.

2.9 Payments via our secure online payment system can be made by all major credit or debit cards, except American Express.

2.10 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, and the administration and service fees outlined in clause 22) are non-refundable and non-transferable.

2.11 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 our “name change” process.

2.12 Your full package price may include a discount that has been 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 for that individual, and the package price will be recalculated.

2.13 All prices are inclusive of Value Added Tax (“VAT”) or similar sales tax.

Changes & cancellation

3. CHANGES INSTIGATED BY US

3.1 We expect to be able to provide you with all the services we have confirmed to you in your Booking Confirmation, however we plan arrangements in advance using independent, contracted partners, over whom we have no direct control. On occasion, changes may have to be made and we reserve the right to make these at any time and commit to advising you as soon as possible. Most of these changes are 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 before your departure, we will aim to provide you with the following alternatives:

a) accepting alternative arrangements of a 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 obliged 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 and 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 will 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 and 19 will apply.

4. CANCELLATIONS INSTIGATED 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 obliged 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 and 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 and 4.7 shall apply

4.3 Compensation may be payable at our discretion if you are notified of a cancellation after your final balance has been paid. Any potential compensation would not be payable if the cancellation occurs as a result of the following circumstances:

a) circumstances beyond our control (in which case clauses 7, 11 and 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 and 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, in our emails and documentation, or on our “Quote Hub” can only be operated if a sufficient number of people book onto the itinerary (“minimum number”). If this is applicable to your booking, this will be stated prior to making your initial deposit payment and detailed on your Booking Confirmation. If there are insufficient people confirmed in your group at the final payment stage, we reserve the right to cancel this element or elements affected. Alternatively, we may recalculate your package price to cover the shortfall in monies paid. 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 certain elements of your booking, could not be checked prior to you paying your initial deposit, this element(s) will be deemed as “on request” or “freesale” and is subject to availability until confirmed. If this is applicable to your booking, this will be stated prior to making your initial deposit payment and detailed 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 INSTIGATED BY YOU

5.1 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 and an administration charge will apply (as detailed in clause 22). Any changes will be in line with the price that 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 (as detailed in clause 6.2).

5.3 Any discount or special offer applied to your original booking may be lost or altered if elements of your booking are changed or removed.

5.4 If you have paid extra charges (“supplements”) for accommodation and the number of people in your accommodation changes, you may be liable to pay extra or further supplements to cover the full room cost(s). **clause 15**

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 will require cancellation of the existing booking and will be subject to the relevant cancellation charges (as detailed in 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 (as detailed in clause 22).

5.8 Please ensure that you have received written confirmation of any changes to your booking prior to travel.

6. CANCELLATIONS INSTIGATED BY YOU

6. CANCELLATION BY YOU

6.1 The Group Leader has the right to cancel the arrangements made on behalf of the group. If you wish to cancel all or part of your booking outside of 42 days of your departure date, a request must be sent via the Party Hub, and the charges detailed in clause 6.3 will apply. 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/their booking as cancelled in accordance with these Terms & Conditions and cancellation charges may apply (please refer to 6.3). These charges are based on the estimated cost of cancelling your arrangements and the expenses and losses we are likely to incur.

6.2 Amendments and cancellations can only be accepted in accordance with the Terms & Conditions of the provider of your arrangements.

6.3 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.

6.4 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 (see clause 22) and any other extra costs that we may incur, or are asked to pay by our partners, to make this change. We must receive written 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.

The original group member in question, must confirm they are happy for their place and funds to be used for the new guest.

If you are unable to find a replacement, cancellation charges as set out in clause 6.3 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.

6.5 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 (as detailed in clause 15) .

6.6 If you opt to cancel, you must still pay any amendment charges, which arose before the cancellation, and any required monies towards any pre-booked items or services.

6.7 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.

Limitation of our liability

7. LIMITATION OF OUR LIABILITY TO YOU

7.1 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 Any flights, travel arrangements, excursions or other tours that you may choose to book with other operators, including any additional arrangements booked by you directly with our own partners, are not part of the arrangements provided by us. For any arrangement, excursion, activity or tour that you book, your contract will be with the operator of the arrangement, excursion, activity or tour, and not with us. We are not responsible for the provision of the arrangement, excursion, activity or tour, or for anything that happens during the course of its provision by the operator, or indeed any potential knock-on effect to your arrangements with us.

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.

The weather

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.

Your responsibilities

9. SPECIAL REQUESTS

9.1 If you have a special requirement or 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 of booking.

9.2 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 partners, 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.

9.3 If any additional cost is applicable to your special request, we will require immediate payment accordingly.

9.4 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.

We recommend that you regularly check the UK Government website prior to departure for up to date travel guidance: https://www.gov.uk/foreign-travel-advice

10.2 In the event that we are asked by you to re-issue tickets that have been lost, destroyed or stolen, and we agree to do so, any charges incurred as a result will be payable by you.

10.3 It is your responsibility to ensure that you and your group are up to date with any COVID-19 related information prior to your event date, including but not limited to:

a) FCO 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 any individual within your group does not meet the criteria for entry to your country, venue or location, this will be deemed as a cancellation by you (see clause 6) and should you, or any individual within your group, not wish to partake in any or all aspects of the booking due to COVID-19, this will also be deemed as a cancellation by you (see clause 6).

11. HEALTH PRECAUTIONS

11.1 It is your responsibility to ensure that you and your group members have the levels of health and fitness required for any strenuous activities that you have opted to book.

11.2 You must provide us with full details of any existing medical, physical or mental health condition, disability, or dietary requirements that may apply to any member of your group which affect your arrangements (including but not limited to accommodation, activities, meals, transport) at the time of booking. If in our reasonable opinion, your chosen arrangements are not suitable for the stated medical, physical or mental health condition, disability, or dietary requirements, or you are not travelling with someone who can provide the necessary assistance, we reserve 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.

11.3 If you do not provide us with 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 you as Group Leader, or by the individual(s) concerned.

11.4 It is your responsibility to inform us of any group member’s height or weight that may not meet the requirements of any particular activity.

12. INSURANCE

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.

12.2 If you are unable to attend all or some aspect(s) of your package for any reason, and you have the appropriate cover in place, you may request a “Statement of Payments Received” to support an insurance claim, via your Party Hub. Note that we are unable to confirm or deny your participation in any or all aspects of the package within this document. An administration fee will apply, as detailed in clause 22.

12.3 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. BEHAVIOUR

13.1 As Group Leader, you assume and accept responsibility 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 provider, accommodation premises or venue, or any other person in authority, disruptive, upsetting, aggressive, abusive, 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.

c) if you or any member of your party are found to involved in the possession of, or consumption of, illegal substances

d) if you or any member of your party are involved in the excessive consumption of alcohol, or contravene the strict “no alcohol” policy in place at many of our daytime activity sites.

13.2 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 as outlined in clause 13.1. 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 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.

13.3 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 & LOCATIONS

14.1 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.

14.2 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.

14.3 Please note that on occasion, certain activities will not confirm the venue until approximately one week prior to the activity commencing, as advised in your Booking Confirmation. In this scenario, a draft itinerary may be sent to you without the location, which will be confirmed to you closer to the date of the activity in question taking place.

15. ACCOMMODATION CONFIGURATIONS & OCCUPANCY SUPPLEMENTS

15.1 We aim to place groups in twin rooms where available, however if these are not available, you may be booked into double, triple or quad rooms, where bed sharing is required.

15.2 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(s) 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 7 people in an 8-person apartment, the additional space will need to be paid for.

15.3 As an alternative to the scenario outlined in clause 15.2, we may opt 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 & 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 and this will be clearly stated on your Booking Confirmation.

16.2 For London packages, these distances cannot be guaranteed due to the size of the city, but we will aim to build your itinerary 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 and from activity sites to be no longer than one hours’ travel, as standard.

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 process the refund back to the original payment card(s), 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 “bulk” bank transfer.

Complaints

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 the relevant partner, activity provider, accommodation premises or venue 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 the partner (“ground agent”) number located in the “Additional Information” box at the top of your itinerary, in your Party Hub.

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 in your Party Hub.

18.4 If you are dissatisfied with any aspect of your itinerary, you must tell the relevant partner, activity provider, accommodation premises or 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 7 days of your return home, via your Party Hub. Please provide 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.

18.7 As above, formal complaints after your return home must be sent via your Party Hub, by you as Group Leader, as the individual with whom we hold an agreement. If you are not able to send via this method, please email aftercare@thestagcompany.com and be sure to quote your “S” booking reference.

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.

Miscellaneous

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

20.1 Information about you and members of your party, including your names, contact details and any special requests, disabilities, medical information or dietary requirements is collected by us when you request a quote, 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.

20.2 Where email addresses have been provided for your group, we will send them transactional communications, such as payment reminders and receipts.

20.3 We will contact you in your role as Group Leader about the booking, with any necessary information, via email, phone and SMS. By booking with us in the role of Group Leader, you agree to your name and email address being shared with any 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.

20.4 Please refer to our Customer Privacy Notice for a full explanation of how we will handle your and your group’s data, including clear details about your rights under UK legislation.

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	Standard amount per request	Increased amount closer to departure date
Location change	£75	£85 within 3 month of departure
Date change	£50	£60 within 3 months of departure
Group Leader name change	£30	£50 within 14 days of departure
Group member name change*	£30	£50 within 14 days of departure
Adding additional group members	£30	£50 within 14 days of departure
Itinerary amendment	£30	£50 within 14 days of departure
Statement of Payments Received	£15	£20 within 14 days of departure or after departure
Deposit / Final payment date extension	£10	n/a
Late payment fee	£10	n/a

*Name change is possible when a group member has paid in full and cancelled their place via the Party Hub, agreeing for their money to be used by a NEW member only.

Online package bookings

23. ADDITIONAL CLAUSES PERTAINING TO BOOKINGS MADE ONLINE

23.1 If you booked directly via our website rather than via an Event Planner, note that in addition to clauses 1 to 22 above, your booking is subject to the following additional clauses. An “online package booking” is either custom built by you, or pre-built and purchased directly by placing payment online.

23.2 Please note that your package is purchased on a “request” basis, which means that availability for each element could not be checked in real time 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 within the 48 business hours after placing payment online.

23.3 Your booking is deemed to 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. Our contract begins 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.

23.4 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 making 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).

23.5 Accommodation room types and rates are not guaranteed until your Event Planner can confirm these with the partner(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.

23.6 Prior to placing your deposit, it is important that you read and check the specific Booking Conditions detailed for each element of your selected itinerary.

24. CHANGES & ALTERATIONS AFTER PLACING YOUR BOOKING

24.1 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

24.2 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

The Stag Company FLEX

25. KEY INFORMATION ABOUT THE STAG COMPANY FLEX

25.1 For £4.95 per person, you and your group can benefit from our most requested amendments for free, or at a discounted rate, including:

One FREE deposit date extension for the group
One FREE final payment date extension for the group
One FREE date change
Two FREE name changes
One FREE itinerary amendment after final payment date
One FREE Statement of Payments Received
Reduced fee for one location change (£30 instead of £75)
Reduced fee for one additional person after final payment stage (£10 instead of £30)

25.2 The Stag Company FLEX is not a replacement for insurance and as such, we advise our customers to book travel insurance at the earliest opportunity. If you opt for The Stag Company FLEX, all monies paid towards the booking remain non-refundable, in line with our standard Terms & Conditions.

25.3 In order to redeem amendments, all group members must have paid the Stag Company FLEX payment of £4.95 per person. We reserve the right to charge the applicable administration fee (as outlined in clause 22) if an amendment is required and any FLEX payments are outstanding.

25.4 Late payment charges are not included in The Stag Company FLEX and will remain subject to our standard administration fee (see clause 22).

25.5 The Stag Company FLEX can only be added up until the booking deposit date and is only available for departures outside of eight weeks. If the FLEX option has been added to the booking post-sale (between the date of making the booking and the deposit due date), a booking amendment element cannot be redeemed for a further 28 days. If an amendment is made within 28 days and not all group members have paid for the FLEX option, we reserve the right to charge the applicable administration fee (see clause 22).

25.6 All payment extension confirmations (deposit and final payment date) are subject to provider cancellation dates. If a payment extension date is possible, the length of the extension will be determined and confirmed by your Event Planner.

25.7 All amendments requested under The Stag Company FLEX are subject to cancellation periods and availability with our partners, and may be subject to a change in price, in line with real time costs.

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, and services booked through us in accordance with this agreement or any other agreement between you and us.

"Final Itinerary": Finalised booking details as detailed 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 itinerary.

"Freesale": Where availability is not checked at the time of booking, and details, dates and times are therefore subject to change and will be confirmed on your final itinerary, once your booking is closed and paid in full.

"Group member", "group", "party": Guests invited to the booking by the Group Leader.

"In writing": Correspondence via email, Quote Hub message or Party Hub message, required by us in order to keep a clear audit trail of the booking.

"Minimum number(s)": The minimum number of people required in order to run a specific activity - or the number of spaces payable, in the absence of sufficient people attending.

"Minor change": Where a change is deemed by us to be a minor change, we will notify you, aim to offer other options where possible, but there is no requirement under ABTA's Code of Conduct to offer alternative arrangements or refunds.

"Name change process": Subject to our approval, you may change the name of an original guest to a new guest (see clause 22 for applicable administration fees).

"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, and details, dates, times and prices are therefore subject to change and will be advised on your Boking Confirmation.

"On standby": The activity in question requires a minimum number of participants in order to run and is therefore not guaranteed, until 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", "ground agent": Our partners who service bookings such as hotels, apartments, and activity venues. For UK locations, your booking will usually have different partners for different elements. For European locations, this will mostly be one partner - or ground agent - servicing all elements on the booking.

"Party Hub", "Quote Hub": Your online platform, used to view your enquiry details, Booking Confirmation and Final Itineray, manage invites, guests, payment details and transactions, and to communicate with your Event Planner.

"Significant change": Where a change is deemed by us to be a significant change, we are required under ABTA's Code of Conduct to offer an alternative or refund for the affected arrangements.

"Statement of Payments Received": A letter produced by us, at your request, to confirm the payments made towards your place on a booking (see clause 22 for applicable administration fees).

"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 comprised of certain elements that cannot be amended, removed or swapped.

"Supplement": The amount payable to us, as imposed by our partners, to cover the full cost of accommodation rooms or activity.

"VAT", "Value Added Tax": A tax added to most products and services sold within the UK 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, as named on the Booking Confirmation, and who will be our point of contact in relation to the booking.

Special offers

Terms & Conditions for SECURE THE STAG FOR JUST £1

Secure the weekend with a single £1 payment that is deducted from your total due
Following this you will have two weeks for your group members to pay their deposit (£30 for packages under £200; £50 for over £200)
As per our standard Ts&Cs all monies paid on the booking are non-refundable and non-transferable

Terms & Conditions for £100 FREE BAR TAB

Bar tab is provided in the form of a cashback deal to the Group Leader, after the final balance has been settled
Qualifying group size is a minimum of 12, all of whom must be assigned to the full package price
Qualifying package price is a minimum of £150 per person
Offer cannot be used in conjunction with any other promotion

Terms & Conditions for REFER A FRIEND

Our Refer a Friend offer is applicable to new quotes received from new customers only, on or after the date of your booking being processed
Existing quotes or contacts are not eligible for this offer
Offer can only be claimed by the Group Leader
£50 voucher can be claimed once the new booking has been processed by our team
You will need to tell us the full name and six digit booking reference of the person you have referred, along with confirmation of your email address
This is strictly a voucher offer; the £50 cannot be deducted from a booking balance

Terms & Conditions for BOOK AGAIN

The Book Again offer is applicable to anyone who has booked with us in the past and wishes to use our services again
Offer can be claimed by Group Leaders and/or group members
£50 voucher can be claimed once the new booking has been processed by our team
You will need to tell us both six digit booking references (past and present), along with confirmation of your email address
This is strictly a voucher offer; the £50 cannot be deducted from a booking balance

Terms & Conditions for Black FREEday 2024

Free place on 16 or more or half price on groups of 12+
Inclusive of packages with accommodation included
Price per person must be £150 plus
A minimum of 16 group members must have paid the agreed price (£150+) by the final payment date
Providing all criteria above has been met, a total refund of one place will be refunded to the Group Leader after the final payment date
This offer cannot be used in conjunction with another offer This offer cannot be used on any existing booking
We reserve the right to withdraw this offer at any time

Christmas FREE GIFT - Terms and conditions

Applies to all bookings with more than 14 guests
Price per person must be £150 plus
A minimum of 14 group members must have paid the agreed price (£150+) by the final payment date
Providing all criteria above has been met, your gift will be provided to the Group Leader after the final payment date
This offer cannot be used in conjunction with another offer
This offer cannot be used on any existing booking
We reserve the right to withdraw this offer at any time