Terms and Conditions
Last Updated: 12 July 2018
TERMS OF BUSINESS OF REAL GIFT EXPERIENCES LIMITED
(CelebrateinLondon.co.uk is a trading name of the above company)
FOR BOOKING EXPERIENCES FOR CUSTOMER
1.1. In these Terms of Business (Terms’) the following definitions apply:
“Book-Later Experience”: means an Experience purchased by the Customer, but in respect of which the time, date and venue are not booked until a later date, which later date must be within 12 (twelve) months of the date of the purchase; for the avoidance of doubt, either the Customer making the purchase or the Participant (if different) may make the booking;
“Customer”: means the person, firm, or corporate body (together with any subsidiary or associated company as defined by the Companies Act 1985) who books an Experience via RGEL, as well as the Participant(s) in the Experience;
“Experience”: means the recreational experience booked, via RGE, which will be provided by a specialist person or entity selected by RGEL and applies to all products offered for sale by RGEL with the exception of personalised or non-Experience gifts;
“Non-Experience Gift”: means a physical item purchased (which by way of example, but not exclusively, may be a box of quality chocolates, a bottle of Champagne, a hamper, flowers, or an historic newspaper);
“Participant”: means the person or persons participating in the experience, whether or not they are the same person or persons who have paid for the Experience.
“Personalised Gift”: means a Non-Experience Gift which has been personalized by the addition of the name of the recipient and or a specific message on the item;
“Personalised Gift Pack”: means a pack for an Experience in which the voucher and the itinerary have been personalized by the addition of specific wording;
“Pre-Booked Experience”: means an Experience in respect of which the specific time, date and venue are booked at the time of purchase;
“Supplier”: means the specialist person or entity selected by RGEL in each case, that will provide the specific Experience purchased, via RGEL, by the Customer;
“RGEL”: means Real Gift Experiences Limited, having its place of business at WimbleTech, 35 Wimbledon Hill Road, London, SW19 7NB;
“Services”: means all Experiences made available by RGEL from time to time;
“Terms”: means these Terms of Business with Customers.
1.2. Unless the context requires otherwise, references to the masculine include the feminine, references to the singular include the plural and vice versa.
1.3. The headings contained in these Terms are for convenience only and do not affect their interpretation.
2. THE CONTRACT
2.1. These Terms constitute the contract between RGEL and Customer.
2.2.2 RGEL’s Full Terms and Conditions are deemed to be accepted by Customer by virtue of the making of a booking for an Experience, without the need for a written signature by either party.
2.2.3 Any reader of the Terms (together with the rest of RGEL’s Full Terms and Conditions, which the reader is strongly advised by RGET to read) who does not agree with them must not click the ‘Buy Now’ button on the Site and accordingly may use neither this Site nor any of RGEL’s Services.
2.2 RGEL will not commence the provision of Services pursuant to any booking until payment of the fee has been received in full by RGEL
2.3 The Terms (together with the rest of RGEL’s Full Terms and Conditions) contain the entire agreement between the parties and unless otherwise agreed in writing by an authorised director of RGEL they shall prevail over any other terms of business or purchase conditions put forward by Customer.
2.4 No variation of or alteration to the Terms (together with the rest of RGEL’s Full Terms and Conditions) shall be valid unless the details of such variation are agreed in advance between RGEL and Customer and are set out in writing and a copy of the varied terms is given to Customer stating the date on or after which such varied terms shall apply and Customer acknowledges receipt, in writing, of the varied terms.
3. BOOKING YOUR THEATRE AND DINNER FOR TWO GIFT PACKAGE
3.1 A Customer who has purchased (or who has had purchased on their behalf) a Pre-Booked Experience will receive a booking confirmation number in their Gift Pack.
3.2 In respect of a Customer who has purchased (or who has had purchased on their behalf) a Book-Later Experience, the following will apply:
3.2.1 Customer is required to contact RGEL at least 6-8 (six to eight) weeks in advance of their chosen date(s) to obtain a booking confirmation with reference number.
3.2.2 For the avoidance of doubt, Customers must not arrive at an Experience venue to redeem their gift voucher without first having obtained from RGEL a booking confirmation with reference number.
3.2.3 RGEL will not be liable for any costs which Customer may have incurred if Customer does not follow the procedure described above in clause 3.2.1 and 3.2.2 and further described in Customer’s Gift Pack.
3.2.4 West End Show & Dinner for Two gift packages – Seating: Seats included within our £99.99 package will be in the Upper Circle or Balcony. Please note that not all shows are covered by our “Clear View Guarantee”. Our “Clear View Guarantee” means you will never have a safety rail or pillar blocking your eyeline. However, shows not covered by the guarnate will have a Restricted View and will be marked RV. The exact seating options are confirmed at the time of booking and the exact location varys depending on the show and availability.
3.2.5 West End Show & Dinner for Two gift packages – Upgrades: At time of booking, RGEL may offer customers upgrades that are applicable for their gift where they are available. A supplement cost will apply and the amount will be clearly explained at the time of booking. Upgrades are only an option, and are not compulsory. For example, you maybe offered an upgrade to Top Category seats in the Stalls or Dress Circle for your chosen theatre performance. There will be an additional cost for these Top Category seats if you decide that you would prefer this option.
3.2.6 West End Show & Dinner for Two gift packages – Meals: The package includes a two course meal. The reservation times are either lunchtime (12 noon), or in the evening at 5:45pm / 6pm to allow time to get to the theatre. Late arrivals cannot be guaranteed their reservation.
3.2.7 West End Show & Dinner for Two gift packages – Availability: All West End Shows and plays are subject to availability. You will need to book at least 6 – 8 (six to eight) weeks in advance. This may be longer depending on the show. Availability is dependent on our own allocation and stock and is not subject to the stock available directly from the venue. If our allocation and stock has been used, we will advise the customer when they contact us. We will do our best to advise when our allocation and stock will be updated.
4.1 All bookings are subject to availability from RGEL’s Suppliers.
4.2 To help RGEL to try to secure a Customer’s preferred date, Customer should try to provide as much notice as possible when booking.
4.3a It is understood that peak dates, particularly weekends and Bank Holidays, are very popular and may only be available if a substantial period of notice is given.
4.3b Certain dates may well be unavailable, in particular Valentines Day, Mothers Day and New Years Eve. Please check prior to purchasing if you have these specific dates in mind.
4.4 In any event, a request for a booking should be made no less than 6 (six) to 8 (eight) weeks in advance of the desired date.
4.5 A Customer’s booking will not be confirmed until Customer has received confirmation in writing from RGEL.
4.6 Where a Customer has purchased a Pre-Booked Experience, but wishes to change the date, Customer may be asked to return the original Confirmation Letter and Voucher before RGEL can issue Customer with a new Confirmation Letter and a new Voucher.
4.7 Customers are advised not to make any travel or accommodation arrangements until their booking has been confirmed to them in writing.
4.8 Customers are required to check that the experience is to be provided on the day stated by reconfirming their booking with RGEL’s Customer Contact Centre at least 24hrs prior to their departure to the Experience venue.
4.9 Where specific elements of the Experience (eg. relevant vehicles) are not available due to mechanical or other breakdown, RGEL reserves the right to make reasonable substitutions on the day and if this is not reasonably possible then RGEL reserves the right to cancel the Experience at short notice, without penalty to RGEL other than the refund of the purchase price of the Experience.
4.10 West End Show & Dinner for Two gift packages – Availability: A minimum of 6-8 weeks is required. This will vary from show to show, and on occassion can be longer.
4.11 The producer reserves the right to close the show early or change the schedule in which case we will offer you an alternative show.
The following shall apply regarding weather:
5.1 It is understood and accepted that a number of RGEL’s Experiences are dependent on the weather (including particularly, by way of example, but not exclusively) Hot Air Ballooning and Water Sports.
5.2 It is understood and accepted that RGEL may wish to advise Customer as to whether they need to check directly with the venue before going to the venue and accordingly it is a condition of the booking that Customer provides RGEL with a suitable mobile telephone number or landline telephone number, for this purpose; notwithstanding the immediately foregoing, it is understood and accepted that RGEL cannot guarantee to make such contact with the Customer and may only use its best endeavours so to do, as appropriate.
5.2 In the event that a Customer’s Experience is cancelled due to weather conditions, the Customer will be able to re-book it.
6. GIFT PACK & DELIVERY.
6.1 A Customer’s Personalised Gift Pack will be dispatched by first class post in plain discreet packaging. Royal Mail’s first class postal service states that 93% of deliveries should arrive the next working day.
6.2 In the event that a Customer does not receive their Personalised Gift Pack, RGEL will make every reasonable effort to locate it and in the event that it cannot be located then RGEL will send to Customer a replacement, free of charge to the Customer.
6.3 RGEL will not be liable for any consequential loss or damage as a result of the failed arrival or delay of a Personalised Gift Pack or booking confirmation.
6.4 The gift voucher is invalid if tampered with or defaced.
6.5 RGEL accepts no responsibility for lost or stolen gift vouchers.
6.6 Our exclusive personalised gift pack, together with 1st Class delivery, is FREE with all purchases (RRP is £24.99 inc VAT).
6.8 Free delivery of our personalised gift pack applies to UK addresses only. We do not deliver to non-UK addresses. However, we always send an E-Voucher with every order (via email) which enables you to download and print.
7.1 Except in the case of death or personal injury arising from its own negligence, RGEL shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by Customer or the Participants arising from the Experience.
7.2 While RGEL has sought to select experienced Suppliers, RGEL shall not be responsible for the safety standards of or the quality of or the delivery of the Experience, nor for any loss or damage suffered by a Customer while that Customer is participating in the Experience.
7.3 By purchasing a Real Gift Experience voucher. Customer acknowledge that the Experiences are dependent on certain factors beyond the control of RGEL and Customer agrees that neither RGEL nor any associated Supplier shall be liable for the cancellation or postponement of any Experience due to circumstances beyond its reasonable control, including (by way of example, but not necessarily exclusively) weather-related reasons or mechanical failure.
7.4 RGEL does not undertake any technical examination of equipment, facilities or services associated with an Experience and in the event that any item of mechanical machinery breaks down the Customer agrees to accept a reasonable substitution without notice.
7.5 The total liability of RGEL for any claim whatsoever in connection with the RGEL gift voucher or any Experience shall be limited to the price paid by the Customer for the Experience gift voucher.
7.6 Customer agrees to indemnify and hold harmless RGEL, its affiliates, business partners, as well as any of their respective personnel, from any claims, liabilities, losses, damages, costs, and expenses arising out of Customer’s inappropriate or unlawful use of:
(i) The Services (including the Site) of RGEL; (ii) Customer’s breach of these Terms; or
(iii) Customer’s data provided to RGEL.
7.7 WITH RESPECT TO INSURANCE, THE FOLLOWING SHALL APPLY:
(I) CUSTOMER UNDERSTANDS AND AGREES THAT RGEL DOES NOT HOLD INSURANCE COVER IN RELATION TO CUSTOMER OR HIS POSSESSIONS AND THAT RGEL NEITHER HAS NOT ACCEPTS ANY RESPONSIBILITY FOR OR LIABILITY FOR CUSTOMER’S SAFETY OR FOR THE SAFETY OF CUSTOMER’S POSSESSIONS;
(II) CUSTOMER IS STRONGLY ADVISED TO MAKE HIS OWN ARRANGEMENTS REGARDING THE OBTAINING OF SUITABLE INSURANCE COVER IN RELATION TO THE EXPERIENCE; AND
(III) IF CUSTOMER WISHES TO SEE EVIDENCE OF THE VENUE’S INSURANCE COVER, HE MUST MAKE HIS OWN ARRANGEMENTS FOR THIS WITH THE VENUE.
8. DESCRIPTION OF EXPERIENCE
8.1 RGEL’s descriptions of Experiences, events and products are indicative only.
8.2 Customer accepts that there may be variations in equipment, schedules, timings and facilities in differing venues, so that if any such equipment, schedules, timings or facilities are particularly important to a Customer, then Customer should phone the Customer Contact Centre of RGEL to discuss the matter.
8.2 It is understood that all images used in RGEL’s promotional literature are for illustration purposes only and may vary from venue to venue and the vehicles, craft, machines, animals and settings at each venue do vary.
9. SUPPLIER’S TERMS OF BUSINESS
It is a condition that by accepting these Terms the Customer also accepts the terms of business of the individual Supplier, which terms of business are available upon request.
10. PRICES & PAYMENT
10.1 The purchase price of the Experience shall be payable at the time of purchase.
10.2 VAT will be charged, as applicable.
10.3 It is understood that RGEL acts as a booking agent for independent Suppliers who may make changes to their prices at any time, therefore RGEL reserves the right to make variations to its prices at any time, though the Customer will be notified of any price increase before he places his order.
10.4 RGEL is not responsible for the non-delivery of a Personalised Gift Pack as a result of any failure of a cleared payment made by credit card or cheque or where a cheque has not been received by RGEL.
11.1 RGEL will offer a refund within thirty (30) days of purchase. After this time no refunds will be permitted. In exceptional circumstances and soley at the discretion of RGEL, refunds maybe offered, but limited to 50% of the original purchase price. Refunds will not be offered on extensions or date changes.
11.2 A refund will only be made to the original purchaser and cannot be credited to the participant.
11.3 RGEL will not refund in respect of a booked Experiences and furthermore the Customer is also bound by the individual Supplier’s terms of business sin this regard.
11.4 Where a Customer changes a booked date, this is regarded as a cancellation and the Customer
may incur cancellation charges if he re-books.
11.5 RGEL does not accept re-bookings within 30 (thirty) days of a booked Experience.
11.6 No cancellations or refunds will be accepted by RGEL in respect of Personalised Gifts or Non-Experience Gifts.
11.7 Refunds will be credited back to the customer within 5 working days.
12.1 If Customer or one or more Participants cancels, the following applies:
12.1.1 Once a Customer has booked a specific date with one of RGEL’s Suppliers, Customer is bound by that supplier’s terms of business regarding cancellations;
12.1.2 Once RGEL has confirmed a date with a Supplier, it is not possible for the Customer to change that date unless the Supplier agrees to the change;
12.1.3 Where Customer requests a change of date but that date cannot be altered by a Supplier, it will not be possible for RGEL to issue a refund.
12.2 If RGEL or Supplier cancels, the following applies.
12.2.1 If one of RGEL’s Suppliers requires to cancel the Experience after Customer has booked a date, RGEL will use its best endeavours to contact Customer (though RGEL also strongly recommend that Customer contacts the Supplier on the day the Participant goes to the venue to participate in the booked Experience). RGEL will also offer a reasonable substitute or alternative if a supplier withdraws its offer once confirmation has been made.
12.2.2 In the event of a cancellation by RGEL or by the Supplier which cancellation is made for reasons beyond the control of RGEL or the Supplier, RGEL will not be liable to the Customer / Participant nor to the Supplier for any costs of the Customer / Participant in respect of lost insurance premiums, travel expenses or pre-booked accommodation costs
13.1 Book-Later Experience vouchers are non-transferable, without the express written permission of RGE Ltd
13.2 Exchanges after a Book-Later Experience has been purchased will incur a £25 administration fee.
13.3 Experience vouchers can only be exchanged for alternative Experience vouchers and for the avoidance of doubt all Non-Experience products are excluded from this exchange policy.
13.4 Exchange vouchers are non-refundable.
13.5 Exchanges will be confirmed by a new confirmation letter, but the Customer must return the original before the new letter will be issued.
13.6 If the substituted Experience costs more than the original gift voucher, then Customer must pay the difference.
13.7 No exchanges can be made for a different Experience after booking a specific date for the original Experience.
If the Experience booked or exchanged is of a lower value than the voucher to be redeemed, then the balance will not be returned to the Customer, but instead will be held on the account of the Customer until the date of the original voucher’s expiry, after which time all such credit will be forfeited.
15. PROBLEMS & COMPLAINTS
15.1 Customers experiencing any problems or complaints should speak with the Supplier on the day of the Experience, so that the Supplier is given reasonable opportunity to rectify the problem or complaint.
15.2 RGEL will investigate all problems or complaints on behalf of the Customer but if the supplier has not been informed on the day of the Experience, then RGEL cannot act with sufficient authority and therefore no guarantee will be given that RGEL will resolve the problem or complaint to the satisfaction of the Customer.
15.3 In any event, the liability of RGEL shall be limited to the amount of the purchase price of the Experience.
16. SAFETY AND SUITABILITY
16.1 RGEL will use reasonable endeavours to ensure the suitability of any Supplier of an Experience.
16.2 Although RGEL’s suppliers are asked by RGEL to provide high standards of safety for all participants, RGEL is unable to inspect or supervise all Suppliers and accordingly RGEL cannot provide any guarantee as to the Supplier’s safety or performance standards.
16.3 Many Experiences are dangerous and necessarily involve some personal risk, so some Suppliers will require participants to sign disclaimers and may retain the right to assess the competency of participants and the Supplier’s judgment (as to whether participants are competent and safe to participate in Experience) shall be final and shall not be challenged by the Participant.
16.4 In the event that a Supplier judges a Participant not to be competent and / or safe to participate in the Experience, there shall be no refund of the purchase price of the Experience, nor shall there be any refund of any expenses which the Participant any have incurred in attending the Experience
16.3 It is the responsibility of the Customer / Participant to ensure that Participant is medically and otherwise fit for the Experience.
16.4 RGEL’s Suppliers usually require compliance with a certain type of conduct from Participants, so Participants should listen to Supplier’s instructions and act according to them.
All gift vouchers must be produced to the Supplier by the Participant before the start of the Experience and RGEL reserves the right to ask for any evidence it may reasonably require to authenticate the identity of the Participant and / or to authorize the Supplier to ask for any evidence it may reasonably require to authenticate the identity of the Participant.
18. GIFT VOUCHER EXPIRY
18.1 All gift vouchers are valid for twelve months from the date of purchase. Customers are advised to keep their reciept as proof of date of purchase (we reserve the right to request proof of purchase at the time of booking. Failure to do so could result in the voucher not being honoured). The gift voucher will be deemed invalid after twelve months.
18.2 If the Participant is unable to use the voucher before the expiry date then, provided the Customer contacts RGEL before the expiry date of the gift voucher, the Customer should so contact RGEL, who will use all reasonable endeavours to extend the period of validity.
18.3 If the Participant is unable to use the voucher before the expiry date, then, provided the Customer contacts RGEL before the expiry date, we will use all reasonable endeavours to extend the period of validity. Voucher extensions are for 6 months and carry an administration fee of £24.99 per person. Extensions are granted on a case by case basis, and at the sole discretion of RGE Ltd.
18.4 An extension of the validity period will be confirmed by the issue of a new confirmation letter and gift voucher.
18.5 Vouchers must be booked, and the recipient must have been on the experience within 12 months of the date of purchase.
19. PERSONALISED & NON-EXPERIENCE GIFTS
19.1 RGEL Gift Packs are not sent with Personalised Gifts or with Non-Experience Gifts, as these are sent directly from the Suppliers.
19.2 As delivery times and courier charges may vary from RGEL’s standard charges, the Customer must check the details of such charges with RGEL at the time of making the purchase.
20. EXPERIENCE TIMES AND DURATION
20.1 Any times stated for the duration of an Experience are provided as a guide only.
20.2 Suppliers may often entertain Customers at the Experience venue for longer than the time taken to actually carry out the Experience.
20.3 The times stated may include some time during which the Participant must wait his turn along with other participants and thus be longer than the time spent actually carrying out the Experience.
20.4 The Customer agrees and accepts that the total time spent by the Participant at the venue is to be considered as an integral element in taking part in and enjoying such an Experience.
20.5 As most events will also be open to the public, the Participant must take his turn with other members of the public.
20.6 The information on RGEL’s website and in RGEL’s promotional material is meant only as a general indication of what a Participant may expect at an Experience.
20.3 As RGEL uses a number of Suppliers, the length of a session, the agenda, the vehicles and the number of participants in an Experience may vary from venue to venue.
20.4 The Customer / Participant agrees and accepts that as delays, curtailments and breakdowns are not within the control of RGEL, therefore RGEL cannot be held liable for them.
21.1 The parties recognize and accept that many of RGEL’s gift vouchers have some restrictions applying to them, which restrictions could include age, health, physical and size restrictions.
21.2 It is the responsibility of the Customer to ensure that he purchases the appropriate gift voucher for the intended Participant and it is the responsibility of the Recipient to check that the restrictions are not effectively prohibitive for him.
21.3 Once booked, a Customer may be liable for charges if Customer has to cancel because the minimum requirements and restrictions referred to above in this clause 21 cannot be met.
21.4 Restriction details can be seen on RGEL’s website and Customers can also speak with our contact centre staff about them at the time of booking the Experience.
22.1 RGEL welcomes the participation of disabled people in Experiences, but due to the nature of such Experiences, all parties concerned must recognize and accept that certain Experiences may present certain difficulties.
22.2 If a Customer informs RGEL of any relevant disability, RGEL will endeavour to provide information about the disabled facilities which may be available at certain, specific venues.
22.3 In respect of our Helicopter Sightseeing Tours, individual passengers must not exceed 17 stone. If this is the case an extra seat supplement will be required.
22.4 West End Theatre Access Bookings. A number of West End theatres require “Access Bookings” to be organised directly with their box office. In these circumstances, we will offer a full refund so that you are then able to book directly with your chosen theatre.
23. RETAIL STORE SALES
23.1 We reserve the right to request proof of purchase for any voucher purchased in a retail outlet.
23.2 If proof of purchase is not obtainable we reserve the right to cancel the voucher
23.3 The money exchanged must be to the value of the voucher received, and it is the responsibility of the purchaser to ensure they have the correct voucher for the money paid.
23.4 In the event that a Vouhcer is deemed invalid, you will need to return the voucher to the store where the voucher was purchased for a refund.
23.4 For a voucher to be honoured it must be “activated”. For a voucher to be “activated” it must have been paid for in full by the retail store that has sold the voucher. In the event that the voucher is not “activated” you will need to return the voucher to the store where the voucher was purchased.
24.1 We do not store credit card details nor do we share customer details with any 3rd parties
25 BEST PRICE GUARANTEE
25.1 Only applies to internet retailers that have the same product in stock, immediately available and priced correctly.
25.2 Only applies to our West End Show & Dinner for Two – Any Show Package. It excludes, show specific packages.
25.3 You must submit your Best Price Guarantee claim within 30 days of your purchase using the email address CustomerServices@celebrateinlondon.co.uk
25.4 Excludes promotional offers or when coupons / discount codes have been used on your order.
25.5 Best Price Guarantee is subject to change at any time and is only available for purchases made in the United Kingdom.
25.6 Maximum claim value is £250.
26.1 It is the responsibility of the Customer to protect their computer against any viruses.
26.2 RGEL’s Site provides hypertext links to sites on the Internet which are operated by other persons and entities and Customer accepts that by using an external hypertext link Customer thus leaves the RGEL Site and Customer accepts and agrees that RGEL accordingly takes no responsibility for and gives no warranties, guarantees or representations in respect of any linked sites.
26.3 These Terms and Conditions do not affect the Customer’s statutory rights and may be varied and superseded by the issue of new terms and conditions with Gift Packs or Booking Confirmations, the current issue of which may be inspected at any time on our website at www.realgiftexperiences.co.uk or provided on request.
26.4 All telephone calls may be recorded for training and monitoring purposes.
26.5 Please note that by opting in you agree to Celebrate In London sending you a feedback email and occasionally receiving special offers via email.
These Terms are governed by the law of England & Wales and the parties submit to the exclusive jurisdiction of the Courts of England & Wales.