Booking Conditions

  1. Your Contract

    1. www.festicket.com is an innovative website that packages together festival tickets with travel, accommodation, transfers and other add-ons to create festival trips that can be booked in one click (each a “Festival Package”). You can also buy festival tickets without purchasing a package. Whether you buy one of our festival packages or just festival tickets your contract is with Festicket Ltd (formerly YESLAB Limited), company number 7923345, with its registered office address at 7 Chalcot Road, London, England, NW1 8LH, (“Festicket” “we” or “us”). If your billing address is in the USA or Canada, your contract is with Yeslab Inc. C/O KVB Partner, 60 Broad Street, Suite 3502 New York, NY, 10004 USA, acting as agent on the behalf of Festicket Ltd. Your contract is subject to the following terms and conditions. Please read them carefully as you will be bound by them.

    2. References to “you” and “your” include the first-named person on the booking (see section 2.4 below) and all persons on whose behalf a booking is made or any other person to whom a booking is transferred.

  2. How to book your festival ticket or festival package

    1. All Festival Packages and festival tickets are subject to availability. Festival organisers, hotels and other accommodation providers, supply us with a limited number of tickets for sale within a limited sales period and so we only have a limited number of tickets and Festival Packages available at the prices indicated.

    2. To make a booking for your festival ticket or Festival Package, simply follow the instructions on our website to select the number of travellers, festival ticket category, check-in and check-out dates, the hotel that you choose from our list of hotel options, category of room, and transfer/transport options. You will be shown the total price for your package and the price per person when you have finished making your selections. You must select the "Purchase Trip" button to proceed to the payment and check-out page. All tickets and Festival Packages are payable in full on booking. Payment must be made in accordance with clause 4.2 below and as indicated on the website.

    3. A contract with us will only exist once we have issued you with our booking confirmation setting out the full details of your tickets or Festival Package booking. We will only issue your booking confirmation once full payment has been received. Please check your booking confirmation carefully and notify us immediately at helpdesk@festicket.com if anything on the booking confirmation appears to be incorrect or incomplete.

    4. The person whose makes the booking will be deemed to be the lead name for the booking and will be listed as the contracting party on the booking confirmation. The lead name will be responsible for ensuring that all payments under the contract with us are made (although payments can be accepted from other names on the booking) as well as advising us of any amendments or cancellations. We will only accept amendments and cancellations notified to us by the lead name. The lead name confirms that he/she:

      1. has read these Booking Conditions and is authorised to and does agree to the contract on behalf of all parties named in the booking;

      2. consents to our use of information in accordance with these Booking Conditions and our Privacy & Cookies Policy;

      3. is over 18 years of age, and where placing an order for tickets or Festival Packages with age restrictions, declares that he/she and all members of the party are of the appropriate age to purchase those tickets or Festival Packages.

  3. Price of your ticket or festival package

    1. Full details of what are included in the price of your ticket or Festival Package is shown on our website. Anything not specifically described on our website as being included in the price is extra, and you will need to pay the festival organiser, promoter or hotel or transport operator directly for any services not included in the price of your ticket or package.

    2. We reserve the right to change the price of festival tickets or Festival Packages advertised on our website at any time before you book. The total price of your festival ticket or Festival Package will be confirmed before you proceed with the booking, together with any applicable taxes, such as local city or tourist taxes, and fees.

    3. In addition to the price of your accommodation, depending on the hotel or other accommodation provider's policy, you may be required to pay a refundable deposit on arrival at your accommodation to insure against any damages which occur during your occupancy of the property, which may be requested at the time of booking, or subsequently on your arrival. This deposit will be repaid to you in full at the end of your stay providing you have left the property in a reasonable condition according to the terms of the accommodation provider.

  4. Payment

    1. In order to make a booking, you must pay the total price of your festival ticket or Festival Package in full at the time of booking, together with the booking fee. No booking confirmation will be issued until the full amount has been received.

    2. We accept most credit and debit cards as well as other forms of payment including PayPal. Please check our website for details.

    3. We take all reasonable care to ensure that our website is secure and to ensure that it is not possible for any third party to access your payment or other personal information. However we cannot be held liable in the event that any third party obtains personal data or information in an unauthorised manner, unless due to our own negligence.

    4. By entering your payment details, you confirm that the payment details belong to you. We do not accept payment using third party credit or debit cards. All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If your card issuer refuses to authorise payment, we will not be able to process your booking.

  5. Festival tickets

    1. Entry into the festival is only permitted on production of a valid ticket or pass. We will issue tickets to you in advance of the festival date but we cannot supply your ticket until we receive them from the festival organiser. We may deliver tickets by a different means from the one specified in order to ensure that you receive your ticket before the start of your package e.g. email instead of post. Accordingly, if we issue you with an e-ticket, you must bring that e-ticket and present it at the check-in point in order to gain entry into the festival. You must use the e-ticket issued in your name and no other e-ticket. You must not allow others to use your e-ticket. If someone else has used your e-ticket you will not be allowed entry. If we issue you with a Festicket.com voucher, you must present the voucher together with the payment card you used for payment and a valid form of ID to the festival check-in point in order to obtain your festival ticket or pass. The festival organiser may refuse you entry if you fail to produce all of the aforementioned documents. Festicket.com shall have no liability for any refusal of admission on the basis of failure to produce valid documentation.

    2. The terms and conditions of the festival organiser or promoter of the festival apply to your booking (see clause 6.2). Customers must comply with last entry times, behaviour codes and all other requirements of the festival organiser and the festival organiser has the absolute right to determine entry. Festicket shall not be liable for any non-admission by the organiser in accordance with the festival terms and conditions.

    3. Artists and attractions included in the festival programme may be subject to change. We will advise you of any changes as soon as advised by the festival organiser or promoter. Such changes are not significant changes under clause 8.

    4. Festival tickets are non-refundable and non-transferable unless the festival is cancelled or re-scheduled.

  6. Other elements of your package

    1. You must ensure that you and your party bring the appropriate ticket issued to you for each part of your package together with a form of valid ID. We will issue documents for your entire package once we have received them from all of the suppliers including the festival organiser. We may deliver documents by a different means from the one specified in order to ensure that you receive your documents before the start of your package e.g. email instead of post. It is your responsibility to ensure that you check all names, travel times and other details on the booking confirmation and advise us immediately if there are any errors or omissions. We do not have any liability to you if the supplier refuses to let you travel or participate because you do not carry the required documentation.

    2. By accepting these terms and conditions you are also accepting the terms and conditions of your hotel or other accommodation supplier, the conditions of carriage of your transport operator, and any other supplier terms and conditions relating to your Festival Package. Such terms and conditions being hereby incorporated into this contract and copies of all terms and conditions can be obtained on request from Festicket prior to making your booking. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions.  

    3. In case we are unable to provide exact locations and times for your transfers at the time your booking is confirmed, we will provide this to you as soon as it is available. It is your responsibility to ensure that you arrive in good time for the scheduled departure times of all transfers and we are not responsible for any refusal by the transport operator to let you travel due to you or your party’s late arrival. Advertised departure times are only approximate and we will not be liable if any transfer arrives or departs later than scheduled. If the transport provider has to alter a departure point or arrival point or the date and time is changed, we will notify all customers as soon as advised by the transport provider.

    4. Festicket.com does not currently organise air travel to festivals as principal. If you arrange a flight and you miss your flight or your flight is delayed or cancelled and you miss your transfer that we have arranged for you as part of your Festival Package, the festival, or any other element of your Festival Package, we are not responsible or liable for this. If an additional transfer is required to get you to your destination, this will be treated as a new and separate booking payable by you.

    5. You will be advised of all luggage restrictions for any transport you have booked with us on your booking confirmation. You must not carry on board any items that are prohibited according to the transport provider's conditions of carriage and you must otherwise comply with the provider’s conditions of carriage (including conduct). Conditions of carriage are available from Festicket.com on request. If you are found to have any prohibited items in your possession or within your luggage or if you otherwise breach the conditions of carriage, you may be refused travel or you may be required to remove the items from your luggage immediately. We shall not have any liability to you in this event. If you require confirmation as to whether a particular item may be carried then you should obtain our written confirmation before purchasing your ticket.

    6. If your baggage is lost, damaged or delayed, your rights are as set out in the transport operator’s conditions of carriage. Our liability is limited in accordance with any limitations set out in those conditions of carriage and any applicable international conventions. See clause 9.6.

  7. Cancellations and amendments

    1. After your booking confirmation has been issued, if you wish to cancel any part of your Festival Package, you will be required to pay the cancellation fees charged by the festival organiser, accommodation provider or transport operator. Cancellation provisions are contained in each provider’s terms and conditions and these can be provided before you book on request – please note that most festival tickets are non-refundable. If you do not arrive at your booked venue or accommodation by the time/date printed on your booking confirmation, this will be deemed to be a cancellation by you and no refund will be payable to you.

    2. In some exceptional cases, the festival organiser might allow us to process a name change for a festival ticket. An administration fee will be charged for a name change (currently generally £20, but may be more depending on the supplier) for processing the name change. To arrange this, you will need to contact us as soon as possible by email at helpdesk@festicket.com.

    3. If, after our booking confirmation has been issued, you wish to change the accommodation part of your Festival Package, we will make an effort to help you do this subject to availability and subject to any cancellation or amendment charges of the hotel (details of which will be provided to you on request at any time including prior to booking). However in order to secure preferable rates, please note that most of our hotel bookings operate on a non-refundable basis so that we are unable to recover payments. Accordingly we are usually unable to refund hotel costs. An administration fee will also be charged for any changes (generally £20 or more depending on the supplier).

    4. If you have taken out travel insurance and the reason you are cancelling is covered by that insurance, you should be able to obtain reimbursement of any cancellation charges from your insurance company (after payment of any deductible). However, you must pay us the charges first and obtain written confirmation of your cancellation from us before making any insurance claim.

    5. If the festival included in your Festival Package purchased from us is cancelled by the organiser, you have the option to have your entire Festival Package cancelled and refunded to you in full, or for just the cost of the festival ticket to be refunded to you. If the cancellation occurs well in advance of your scheduled festival, we may be able to offer you an alternative package and you have the option to book the alternative package should you wish to do so. See further under clause 8 below for details for your rights in the event that a festival is cancelled.

    6. We are not responsible for any festival ticket not purchased through us, accordingly if your package with us does not include a festival ticket and there is cancellation of, or significant change to, the festival, we will not be liable to you for a refund for the festival ticket.

    7. No booking fees are refundable in the event of a cancellation of a festival or other services forming part of your Festival Package.

  8. Changes to your booking or cancellation by us

    1. We will try to keep changes to your booking to a minimum and we will advise you of any changes to your booking at the earliest possible date.

      Prior to departure:

    2. If, before you have received your booking confirmation, we make a change to the package that you have requested, we will notify you and you have the right to accept the amended package, or to reject the amended package and take a full refund. We shall have no further liability to you other than to refund the package, as no contract shall have been in existence.

    3. If, after you have received your booking confirmation (at which point your contract with us has been formed) but before your Festival Package commences, we have to make a significant change such as a change of date or significant change of location of the festival, or change of hotel or accommodation to a lower rated hotel, or if we have to cancel any part of your booking, we will notify you immediately with the details of the revised package and the revised price and you will have the choice to either: accept the revised package at the revised price; or (if we are able to offer one to you) take a substitute package of equivalent or superior quality for the same price as the original package; or (if we are able to offer one to you) take a substitute package of lower quality than the original package; or cancel the original package and obtain a full refund. You must inform us of your choice as soon as possible. We do not regard an upgrade to a higher rated hotel, a change of festival line-up or similar minor change as a significant change. Significant changes may include a change in accommodation to that of a lower category, or, if we arrange your transport, a change in the time of your departure or return by more than 12 hours.

    4. If we cancel the Festival Package contract or have to make a significant change to your contract, you are entitled to receive compensation, where appropriate. Where compensation is due, we will pay you the amounts set out in clause 8.5 below, unless you can prove a greater loss.

    5. We will not be obliged to compensate you where the Festival Package is cancelled by reason of unusual or unforeseeable circumstances beyond our control or that of our suppliers, the consequences of which could not have been avoided even if due care had been exercised. These circumstances might include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics and unavoidable technical problems with transport.

      If compensation is appropriate in this clause 8, compensation shall be payable as follows:

      Time before your Festival Package begins when we tell you about a significant change or we cancel Compensation per person
      More than 56 days Nil
      43-56 days £10
      29-42 days £20
      28-15 days £30
      14 days or less £50

      The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

      Please note: where accommodation with a higher price than the original accommodation is offered by us and accepted by you, the difference in price will be deducted from any compensation payable. In no circumstances will we pay compensation if accommodation is offered by us and accepted by you with a higher price than that originally booked in the same location where no additional payment is made by you.

      After departure:

    6. If after your trip has commenced, we are unable or we become aware that we will be unable to provide a significant proportion of the Festival Package you have booked, we will make suitable alternative arrangements, at no extra cost to you, for the continuation of the package and will, where appropriate, refund you the difference in the price of the altered package from the original package. If it impossible to make suitable alternative arrangements or these are not accepted by you for good reasons, we will, where appropriate, provide you with equivalent transport back to the place of departure. These alternative arrangements will be made for you at no extra charge and, if appropriate, in all the circumstances, we will pay you reasonable compensation which will include reimbursement for reasonable out-of-pocket expenses on submission of receipts. We will not pay compensation if the Festival Package is cancelled by reason of unusual or unforeseeable circumstances beyond our control or that of our suppliers, the consequences of which could not have been avoided even if due care had been exercised.

  9. Our liability to you

    1. We promise to make sure that all services that form part of your contract with us are provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your Festival Package is not provided as promised as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in performing or providing your Festival Package and if, in the case of your Festival Package not being provided as promised, this has affected your enjoyment of your Festival Package. Accordingly if you wish to make a legal claim against us, you must show that reasonable skill and care has not been used and that your enjoyment of the Festival Package has been affected. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).

    2. In relation to ticket-only bookings, we have a duty to select the festival provider with reasonable skill and care, but we have no liability to you for the actual provision of the festival, except in cases where it is proved that we have breached our duty and damage to you has been caused. Therefore, providing we have selected the festival provider with reasonable care and skill, we will have no liability to you for anything that happens at the festival or for any acts or omissions of the festival organiser, promoter or others.

    3. In relation to all bookings (whether ticket-only or a Festival Package booking), we will not be liable for any injury, illness, death, loss (for example, loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: (a) the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party; (b) the act(s) and/or omission(s) of a third party not connected with the provision of your booking and which were unforeseeable or unavoidable; and (c) unusual and unforeseeable events or circumstances beyond our or our suppliers control, the consequences of which could not have been avoided even if due care had been exercised, including without limitation, exceptional or severe weather conditions, industrial action or fire.

    4. We do not accept responsibility or liability for any services that do not form part of our contract with you. This includes, for example, any additional services or facilities which the hotel, festival organiser, transport operator or any other service that a supplier agrees to provide for you where the services or facilities are not advertised on our website as being included in the price of your festival ticket or Festival Package and we have not agreed to arrange them.

    5. The promises we make to you about the services we have agreed to provide or arrange as part of our contract and the laws and regulations of the country in which your claim or complaint occurred will be used as the basis for deciding whether the services in question were properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the U.K. that would have applied had those services been provided in the U.K. The exception to this is where the claim or complaint concerns the absence of a safety feature, which might lead a reasonable customer not to book the services in question.

    6. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your booking. In addition, for all claims (including those involving death or personal injury), the maximum amount of compensation we will have to pay you will be limited in accordance with (as applicable): (a) the contractual terms and conditions of the festival organiser or promoter; (b) the terms and conditions of carriage relating to any transfers; and (c) any international conventions that apply to the supplier and which limit the amount that can be claimed for death, injury or delay and loss, damage and delay to luggage (and such conventions shall apply to Festicket as if it was the carrier or supplier under the applicable convention).

    7. Copies of the contractual terms that apply to the festival, your hotel and transfers included in your Festival Package, together with copies of all applicable international conventions are available from us on request. They are expressly incorporated into your contract with Festicket and they also form the terms and conditions of separate contracts between you and the particular supplier.

    8. We do not accept any liability for any damage, loss, cost, expense or other sum(s) of any description (a) which, on the basis of the information you provided to us prior to our confirming your booking, we could not have foreseen you would suffer or incur if we breached our contract with you or (b) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. However we will always provide you with prompt assistance during your trip, whatever the cause of the problem. In addition, we do not accept liability for any business losses, including loss of profit, or any losses that do not arise directly from our breach.

  10. Complaints and claims

    1. If you have a complaint or claim in relation to the festival or any other part of the Festival Package, you must tell the festival organiser, hotel, or transport provider (as appropriate) at the time the issue occurs, as most problems can be solved on the spot. If the matter cannot be resolved locally at the time, then please write an email to our customer services department at helpdesk@festicket.com within 28 days of returning home from your trip. This will help us to quickly identify your concerns and speed up our response to you. If you fail to follow this procedure, we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under your contract.

    2. You must provide us and our insurers with all the assistance that we may reasonably require in relation to any claim.

  11. Insurance

    1. We consider adequate insurance to be essential and we recommend that you take out insurance to cover your trip. You should ensure that any insurance policy covers, as a minimum, the cost of cancellation by you, and if you are travelling outside the U.K. for your festival, the cost of medical assistance and repatriation.

  12. Health & safety

    1. You must comply at all times with all health and safety requirements of the festival organiser, hotel or other accommodation provider and transport provider. If you breach any of these requirements or your behaviour or conduct, in the reasonable opinion of the supplier or us, causes or is likely to cause danger to, upset or distress anyone else or damage to property, you may be refused travel or entry. We shall have no liability to you in these circumstances and no refund shall be given.

  13. Passport, visas, health and security

    1. If the festival is located outside the U.K, you will need a valid passport to travel. Some countries require a minimum validity of 6 months for passports. A visa may also be necessary. Please contact us for any general information about passports and visas that you may need, however, it is your responsibility to ensure that you have the required passport and visa for your destination country. We shall not have any responsibility or liability to you if you are refused travel or entry in the destination country for failure to hold the correct documentation.

    2. Health requirements for travelling abroad change and you should check the up-to-date position in good time before departure by checking the travel advice section of the Department of Health's website or by checking the recommended practice with your GP, practice nurse or travel health clinic. We can provide you with general information about health formalities on request. If you are visiting a European Union (EU) country you should obtain a European Health Insurance Card (EHIC) and take it with you when you travel. The EHIC can be obtained free of charge by completing an application form available from thee main Post Offices and from www.dh.gov.uk/travellers. Please note, the EHIC is in addition to Travel Insurance, not instead of it.

    3. The Foreign and Commonwealth Travel Advice Unit issues and frequently updates advice for those travelling outside the UK. You are advised to check this information before you go by accessing the latest Travel Advice on www.gov.uk/foreign-travel-advice.

  14. Special requests and medical problems

    1. If you have any special requests, you must advise us at the time of booking. We will pass on any reasonable requests on to the supplier, but we cannot guarantee any request will be met.

    2. If you or any member of your party has any medical problem or disability that may require assistance, please tell us before you book, or if diagnosed after you confirm your booking, as soon as possible after you become aware. If the supplier in question reasonably feels unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline your booking or, if full details are not given at the time of booking, cancel when we become aware of these details. Extra charges may apply to special arrangements put in place on your request. These will be advised to you at the time of booking.

  15. Data protection

    1. In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the personal information you provide such as name, address, and any special needs/dietary requirements etc. We shall ensure that proper security measures are in place to protect your information and we will comply with the Data Protection Act 1998.

    2. In order to process your booking we must pass your personal information on to the relevant suppliers of your Festival Package such as the festival organiser or promoter, hotel, and transport provider. We may also need to provide your personal information to security or credit checking companies, credit and debit card companies, regulatory or public authorities such as customs or immigration if required by them, or as required by law. We may have to send your personal information to countries outside the European Economic Area (EEA) where controls on data protection may not be as strong as the legal requirements in this country. By making a booking, you consent to this use of your personal information.

    3. Please see further details of our Privacy and Cookies policy here.

  16. Financial protection

    1. We provide full financial protection for our Festival Packages by way of a bond held by ABTA. In the event of our insolvency before your trip commences, you will receive a refund of your payments or if you have already started your package, arrangements will be made for the continuation of your package or for your repatriation and refund.

    2. Ticket-only sales, and any sales that are not are not regulated by the Package Travel Regulations, do not have the benefit of financial protection.

  17. ABTA

    1. We are a Member of ABTA, membership number Y6095. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For disputes relating to your Festival Package, we can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.

  18. Governing law and jurisdiction

    1. This contract and any dispute, claim or other matter of any description that arises out of or in connection with this contract is governed by and shall be construed in accordance with English law. The courts of England and Wales shall have jurisdiction to decide any dispute or claim that arises out of or in connection with this contract. If you are a resident of Scotland or Northern Ireland, you may choose the law and jurisdiction of in Scotland or Northern Ireland instead.

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