Agency Terms of Business
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”) is an agency that arranges the sale of festival tickets and other services such as travel, accommodation, transfers and other add-ons on behalf of festival organisers and other suppliers via our website www.festicket.com. Unless indicated otherwise at the time of booking, the tickets and services that we arrange are sold on an individual or “single element” basis and not as a package.
When you buy a festival ticket and any other travel and other services via our website, you enter into a contract with each of the festival organiser and the suppliers of the other services that you buy. We act solely as your agent in making arrangements on your behalf. If your billing address is in the USA or Canada, your booking is taken on our behalf by Yeslab Inc. C/O KVB Partner, 60 Broad Street, Suite 3502 New York, NY, 10004 USA, who is acting as our sub-agent. You will be bound by the terms and conditions of the festival organiser and each of the individual suppliers that you contract with. The festival organisers and the suppliers will be named on the receipt for your booking. Copies of the terms that apply to the festival and any hotel, transfers and other services that you purchase on our website, together with copies of any applicable international conventions, are available from us on request.
Our agency services are subject to these Terms of Business. Please read them carefully as you will be bound by them.
All services that we arrange are not an offer by us to sell such services but an invitation to you to make an offer to the suppliers of the services. We are free to accept that offer on behalf of those suppliers or to reject it.
References to “you” and “your” in these Terms of Business 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.
How to book your festival ticket and other services
All festival tickets and other services offered on our website are subject to availability. Festival organisers, hotels and other accommodation providers, supply us with a limited number of tickets and services for sale within a limited sales period and so we only have a limited number of tickets and services available at the prices indicated.
To make a booking for your festival ticket and any other services, 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. The tickets and services are priced individually and will be shown as you make your selection; the total price for the individual services that you have selected will be shown when you have finished making your selections and are ready to check-out. You must select the “Pay Now” button to proceed to the payment and check-out page. All tickets and other services are payable in full on booking. Payment must be made in accordance with clause 4.2 below and as indicated on the website.
You will only have entered into a contract with the festival organiser and each of the other suppliers of the services that you book once we have issued you with an email booking confirmation on behalf of the suppliers setting out the full details of your tickets and other services booked. We will only issue your booking confirmation on behalf of the suppliers once full payment has been received. Please check your booking confirmation carefully and contact us immediately if anything on the booking confirmation appears to be incorrect or incomplete.
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 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 in accordance with the relevant supplier’s booking conditions and clause 7 of these Terms of Business. Any cancellation or amendment of a ticket or other service may involve an amendment or cancellation charge as per the supplier’s booking conditions. The lead name confirms that he/she/they:
has read these Terms of Business and is authorised to and does agree to enter into (a) contract(s) with suppliers on behalf of all parties named in the booking;
consents to our use of information in accordance with these Terms of Business and our Privacy & Cookies Policy;
is over 18 years of age, and where placing an order for tickets or other services with age restrictions, declares that he/she/they and all members of the party are of the appropriate age to purchase those tickets or services.
Price of your ticket and other services
The price of your ticket, the ticket booking fee and the price of other services we offer are set out on the website. Full details of what is included in the price of your ticket and other services that we offer are 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 other service.
We reserve the right to change the price of festival tickets, the booking fee and any other services advertised on our website at any time before you book. The price of the festival ticket and of each individual additional service that you wish to purchase is indicated on our website and the total price of the festival ticket including the booking fee and each additional service that you wish to purchase will be confirmed before you proceed with the booking, together with any applicable taxes, such as local city or tourist taxes, and fees.
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 should be repaid to you in full by the hotel at the end of your stay providing you have left the property in a reasonable condition according to the terms of the accommodation provider.
In order to make a booking, you must pay the total price of your festival ticket and other services 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.
We accept most credit and debit cards as well as other forms of payment including PayPal. Please check our website for details.
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.
By entering your payment details, you confirm that the payment details belong to you.. 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.
Entry into the festival is only permitted on production of a valid ticket or pass. We will supply 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 in advance 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 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 shall have no liability for any refusal of admission on the basis of failure to produce valid documentation.
The terms and conditions of the festival organiser or promoter of the festival apply to your booking (see clauses 1.1 and 6.2). Customers must comply with last entry times, codes of conduct 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.
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. The terms and conditions of the festival organiser apply to any changes and changes may not be refundable.
Festival organisers usually provide that festival tickets are non-refundable and non-transferable unless the festival is cancelled or re-scheduled by the organiser. See the terms and conditions applicable to the particular festival you are booking for further information.
You must ensure that you and your party bring the appropriate ticket issued to you for any additional services that you purchase from us, together with a form of valid ID. We will issue documents for your purchase once we have received them from all of the suppliers. 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 trip 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. Neither we nor the supplier has any liability to you if a supplier refuses to let you travel or participate because you do not carry the required documentation.
Your contract is with each supplier for the service that you are purchasing from them and Festicket acts as agent. Copies of all applicable 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 that permit them to do so, copies of which can also be obtained from us.
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 neither we nor the supplier are 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.
Festicket does not currently organise air travel to festivals. 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, the festival, or any other service such as accommodation that we have booked for you, neither we nor the supplier are 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. We recommend that you take out insurance to cover any risk you may face in relation to any delays or cancellations.
You will be advised of all luggage restrictions for any transport you have booked with us on your email 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 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. Neither we nor the transport provider shall 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.
If your baggage is lost, damaged or delayed, your rights are as set out in the transport operator’s conditions of carriage and any applicable international conventions.
Cancellations and amendments
Please note that festival tickets are non-refundable. In some rare cases, we may be able to arrange a cancellation in agreement with the supplier. If we are able to cancel your order we reserve the right to charge an admin fee of 20% of your original order total. If you do not arrive at your booked venue or accommodation by the time/date printed on your booking confirmation, this is usually deemed to be a cancellation by you and no refund will be payable to you (see the venue or accommodation providers’ terms and conditions for more details).
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.
If, after our booking confirmation has been issued, you wish to change your accommodation booking, 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. An administration fee will also be charged for any changes (generally £20 or more depending on the supplier).
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.
If you have purchased Booking Protect, check the terms and conditions of Booking Protect to see if you are able to claim a refund.
Booking fees are not refundable in the event of cancellation of the festival or other services that you have purchased.
Changes to your booking or cancellation by supplier
Your rights in relation to any change to your booking or cancellation by the supplier are set out in the supplier’s booking conditions.
As agent it is our responsibility to notify you as soon as possible of any changes of which the supplier makes us aware so that you may exercise the rights available to you under the supplier’s booking conditions. Where any refund or other payment is due to you from the supplier, our responsibility is to pass this on to you as soon as possible after receiving it from the supplier. We shall have no further responsibility or liability to you in relation to any change to or cancellation of the booking.
Our responsibility to you
As agent we promise to provide our agency services to arrange your festival ticket and other services that you purchase with reasonable care and skill. We have no other liability in relation to the festival and the other services that you purchase on our website. Your contract with the festival organiser and each of the other suppliers that you enter into upon booking services on our website will set out their liability in relation to the services they are providing to you.
Complaints and claims
As the contracts for your festival ticket and any other services that you purchase are between you and the respective suppliers of those services, any queries, complaints or claims in relation to the festival or any other service you have booked should be addressed to those suppliers. If you have a problem while you are at the festival, hotel or during another part of your trip, you must report this to the relevant supplier (or their local supplier or agent) immediately. If you fail to follow this procedure, there will be less opportunity to investigate and rectify your complaint. If you wish to complain when you return home write to the relevant supplier. You will see the name, address and contact details in the confirmation documents that we send to you. As your agent we will of course assist you with this and you may contact us at any stage either during or after your trip. You can contact us at https://support.festicket.com/en/support/tickets/new. If the matter cannot be resolved and it involves us or another ABTA Member then you have the option to use ABTA’s Alternative Dispute Resolution (ADR) scheme – see clause 17 for further details.
Insurance and refund protection
Many suppliers require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance to cover you and your party against, as a minimum, the cost of cancellation by you, and if you are travelling outside your country of residence. for your festival, the cost of medical assistance and repatriation in the event of accident or illness, loss of baggage and money, and other expenses.
You can protect your festival tickets with booking refund protection, “Booking Protect”, which you can choose to purchase at the time of booking. Booking Protect provides you with a refund of your booking payment in case you are unable to attend the event in a range of circumstances outside of your control including (but not limited to) death, injury or illness, burglary or fire at your residence 48 hours prior to the event, adverse weather conditions and jury service. Full terms and conditions of the Booking Protect refund protection scheme are provided on our website. Booking Protect is administered by Booking Protect Limited which is an appointed representative of insurers regulated by the Financial Conduct Authority. Refund applications will be processed by Booking Protect in accordance with their terms and conditions. Booking Protect is not an insurance policy.
Health & safety
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, causes or is likely to cause danger to, upset or distress anyone else or damage to property, you may be refused travel or entry. The supplier shall have no liability to you in these circumstances and no refund shall be given.
Passport, visas, health and security
If the festival is located outside your country of residence, you will need a valid passport to travel. Most countries require a minimum validity of at least 6 months after your return date 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. Neither we nor any supplier shall have any responsibility or liability to you if you are refused travel or entry in the destination country because you have not complied with any passport, visa or immigration requirements.
Health requirements for travelling abroad change. If you are a UK citizen, 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, but you should check with your own doctor for your specific circumstances. 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 the main Post Offices and from www.dh.gov.uk/travellers. Please note, the EHIC is in addition to Travel Insurance, not instead of it.
The Foreign and Commonwealth Travel Advice Unit issues and frequently updates advice for UK citizens travelling abroad. You are advised to check this information before you go by accessing the latest Travel Advice on www.gov.uk/foreign-travel-advice.
Special requests and medical problems
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.
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.
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.
In order to process your booking, we must pass your personal information on to the relevant suppliers of the services you have purchased such as the festival organiser or promoter, hotel, and transport provider. We or the supplier 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. This also applies to any sensitive information that you give to us such as details of any disabilities or dietary and religious requirements. If you travel to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combatting terrorism and other transnational serious crimes. 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. If we cannot pass the information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this use of your personal information.
Please see further details of our Privacy and Cookies policy here.
As an ABTA agent member, financial protection against our insolvency is provided through the ABTA bond. This means that in the event of our insolvency, bookings that you make with suppliers who are ABTA principals will be protected even if we have not paid the principal at the time of the insolvency.
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. We can also offer you ABTA’s scheme for the resolution of any dispute in relation to the services that we arrange for you as agent, which is approved by the Chartered Trading Standards Institute. If your complaint can’t be resolved, 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; it will not determine how your complaint should be resolved.
Governing law and jurisdiction
Our Terms of Business are 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 these Terms of Business. If you are a resident of Scotland or Northern Ireland, you may choose the law and jurisdiction of Scotland or Northern Ireland instead. If you are a resident of USA or Canada, you may choose the law and jurisdiction of the United States and the State of Delaware.