Terms & Conditions
Your Ticket Genie Limited. The following Booking Conditions together with our Privacy Policy and the General Information contained on our website form the basis of your contract with Your Ticket Genie Limited, registered in England (company number 15714661) with registered office address 4 Jackdaw Road, Corby, Northamptonshire, NN18 8RY. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these Booking Conditions and agree to them.
1. Making your booking
The first named person on the booking (the “party leader”) must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. By submitting the booking to us the party leader confirms that he/she is so authorised. The party leader is responsible for making all payments due to us. The party leader must be at least 18 when the booking is made and where placing an order for arrangements with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those arrangements.
2. Payment
In order to make a booking with us, a non-refundable deposit is required at the time of booking, or full payment if booking within 35 days of the start date. Please note that certain attractions will require payment in full at the time of booking regardless of the start date. You will be advised if this applies to you at the time of booking. Where you have paid a deposit, the balance of the cost of your arrangements is due no less than 35 days prior to the start date. If you choose to pay your balance in instalments the total balance payment is still to be paid by the balance due date. Instalments may be paid at any time from the date of booking until 35 days prior to the start date. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in clause 9 below will become payable.
3. Booking Confirmation & Your Contract
Subject to the availability of your chosen arrangements and receipt of all applicable payments, we will confirm your booking by issuing a confirmation invoice. A binding contract will come into existence between you and us as soon as we have issued you with a confirmation invoice. This invoice will be sent to the party leader. Please check this invoice and all other booking documents carefully as soon as you receive them. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. You will receive your tickets once your balance is complete.
4. Law & Jurisdiction
We both agree that English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any dispute, claim or other matter of any description which arises between us governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
5. Special Requests
Special Requests
If you have any special requests, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. For your own protection, you should obtain confirmation in writing that a special request will be complied (where it is possible to give this) where it is important to you.
Medical Conditions
If you or any member of your party has any medical condition or disability which may affect your booking or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you make your booking so that we can assist you in considering the suitability of the chosen arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your participation in the arrangements develops after your booking has been confirmed. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their booking or, if full details are not given at the time of booking or the condition/disability develops after booking, cancel when we become aware of these details, in which case the cancellation charges at clause 9 may become payable.
6. Website Prices
We reserve the right to amend the price of unsold attractions at any time and correct errors in the prices of confirmed bookings.
Discount Codes: If two discount codes have been applied to your booking we reserve the right to remove one of the discount codes applied or cancel the order.
Please note, changes and errors occasionally occur. You must check the price of your chosen arrangements at the time of booking. The prices on our website change from time to time due to movements in exchange rates and other factors. Subject to the correction of errors however we guarantee that the price quoted on your booking confirmation will not change unless you make an amendment to the booking details.
Special Offers
We reserve the right to amend or withdraw any promotion at any point without notice and without liability. Only one offer can be used per booking and offers cannot be combined with any other offers or promotions and cannot be applied to existing bookings.
7. Issue of Tickets
Once your payment is successfully processed, your tickets will be emailed and added to your account.
To ensure a seamless delivery process, please provide us with a valid and regularly monitored email address. Rest assured that we will send your E-Tickets directly to your inbox. Detailed redemption instructions will accompany the tickets for your convenience.
8. Alterations by you
If you wish to amend your booking once it has been confirmed please contact us as soon as possible. Please note it may not always be possible to make amendments. Where it is possible to do so, you will be charged the difference of the new booking, additionally with any costs incurred or imposed by any of our suppliers in making the change. An amended voucher (where applicable) will be issued to you. The original voucher will then become invalid and should be destroyed. No refunds will be payable if the original voucher and not the reissued one is redeemed at the attraction concerned. If we have paid you a refund in respect of the amendment and you subsequently manage to use the original voucher you will be responsible for paying that refund back to us. Please note that deposits and amendment charges are not refundable in the event of cancellation.
Important Note
Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
9. Alterations by us
1. Introduction
Welcome to Your Ticket Genie Ltd. By accessing and using our website, you agree to comply with and be bound by the following Terms and Conditions. These terms govern your use of our services, including the purchase of tickets and related products. Please read these terms carefully before making a booking.
2. Booking Process
2.1 Manual Bookings: Some bookings may be processed manually by our team. We take great care to ensure that all details are correct, but in the event of an error, we reserve the right to correct any mistakes in pricing, ticket details, or other aspects of your booking.
2.2 Confirmation of Booking: Once your booking is complete, you will receive a confirmation email outlining the details of your purchase. It is your responsibility to review this confirmation carefully and notify us immediately if there are any discrepancies.
2.3 Pricing Errors: In the unlikely event that a pricing error occurs, we will contact you as soon as possible. If the correct price is lower than the price stated at the time of booking, we will charge the lower amount. If the correct price is higher, we will provide you with the option to either cancel the booking or pay the difference.
3. Changes to Bookings
3.1 Customer-Initiated Changes: If you wish to make changes to your booking after it has been confirmed, please contact us as soon as possible. Changes can be made free of charge up to 35 days before travel date, if you require a date change, then the difference in the cost of the new date and the original date will need to be paid, in the case that the new date is at a lower price then a refund will be issued for the difference.
3.2 Company-Initiated Changes: If we need to make changes to your booking due to a manual error, we will inform you as soon as possible. We will correct the error and provide you with an updated booking confirmation.
4. Cancellations and Refunds
4.1 Customer Cancellations: If you wish to cancel your booking, please refer to our Cancellation Policy for details on applicable charges and refund eligibility.
4.2 Company Cancellations Due to Errors: In the event that an error in your booking is identified after payment has been made, and the correct details result in a significant change to the booking, you will have the option to cancel the booking with a full refund or accept the corrected booking with any necessary adjustments.
5. Limitation of Liability
5.1 Errors and Omissions: While we strive for accuracy, Your Ticket Genie Ltd is not liable for any errors or omissions in the information provided during the booking process. We reserve the right to correct any errors in bookings or pricing without prior notice.
5.2 Manual Booking Errors: If a manual booking error occurs, our liability is limited to correcting the error or, if necessary, offering a full refund. We will not be responsible for any additional costs or losses incurred as a result of such errors, including but not limited to travel costs, accommodation, or any other related expenses.
6. Consumer Rights
6.1 Your Rights: Nothing in these Terms and Conditions affects your statutory rights as a consumer under UK law. If you believe that we have made an error in your booking that results in a breach of contract, you may have the right to seek legal redress.
6.2 Dispute Resolution: If a dispute arises, we encourage you to contact us directly to resolve the matter. If a resolution cannot be reached, you may have the right to seek further advice or take legal action.
7. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
8. Amendments to Terms and Conditions
We reserve the right to amend these Terms and Conditions at any time without prior notice. Any changes will be effective immediately upon being posted on our website. It is your responsibility to review these terms regularly to ensure you are aware of any updates.
10. Cancellations by you
To cancel a booking, please contact us via telephone or email. We will then issue you with a cancellation invoice. The cancellation will only take effect from the date that we issue our cancellation invoice. If you cancel your booking but then somehow manage to redeem the original voucher you will be responsible for reimbursing us for the full cost of the voucher.
The cancellation charges set out below apply on cancellation. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges. Please note that deposits and amendment charges are not refundable in the event of cancellation.
Discovery Cove:
| More than 35 days before the arrangements are due to start: | Loss of Deposit |
| 35 days or less before the arrangements are due to start: | 100% charge of the ticket |
Any ticket which states “non-refundable”:
| Cancellation at any time after the booking has been confirmed: | 100% |
Other bookings:
| More than 35 days before the arrangements are due to start: | Loss of Deposit |
| 7 days or more before the arrangements are due to start: | 20% charge of the ticket |
| Within 7 days of the arrangements being due to start: | 100% charge of the ticket |
Important Note
Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.
11. Alterations and Cancellations by us
In the unlikely event that your arrangements are significantly amended or cancelled by us before commencement and there is time to do so, we will offer you the choice of the following options:
- accept the change (for significant changes) or
- purchase alternative comparable arrangements from us or
- cancel your booking in which case you will receive a full refund of all monies that you have paid for your arrangements
Where you have purchased tickets/vouchers only, the options set out above represent the full extent of our liability to you in the event of a significant change or cancellation of your arrangements.
12. Force Majeure
Except where otherwise expressly stated in these Booking Conditions we regret we cannot accept responsibility where the performance or prompt performance of our contractual obligations is prevented or affected or you otherwise suffer any loss, damage or expense of any nature as a result of “force majeure”. In these Booking Conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. such events may include actual or threatened war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire pandemic and all similar events outside our control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.
13. Complaints
Should you have a problem or complaint, you must raise this at the time with the supplier/representative of the arrangement in question. This will enable most complaints to be resolved to your satisfaction there and then. If any complaint or problem is not resolved to your satisfaction by the supplier/the representative, you must contact us on tracy@yourticketgenie.com giving us full details and a contact number. Until we know about a complaint or problem, we cannot begin to resolve it. If you remain dissatisfied, however, you must write to us at the address below within 28 days of the end of your arrangements giving your booking reference and full details of your complaint. Only the party leader should write to us. If you fail to follow this simple complaints procedure, right to claim any compensation you may otherwise have been entitled to may be affected or even lost as a result.
Customer Services Department, Your Ticket Genie Ltd, 4 Jackdaw Road, Corby, Northamptonshire, NN18 8RY or by emailing tracy@yourticketgenie.com.
You can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/
14. Our Liability to you
(1) Please note that for bookings of all arrangements other than accommodation our only contractual obligations to you in relation to those arrangements (other than those which are expressly set out in these Booking Conditions) are to take your booking in accordance with your instructions and provide you with a ticket or voucher to enable you to gain entry/access to the arrangement(s) in question (for example the theatre performance or attraction to which the ticket or voucher relates). We cannot accept any liability for the provision of the arrangements themselves which are provided by the suppliers of those arrangements or for the acts or omissions of the supplier(s) concerned or any of its employees, agents, suppliers or subcontractors. The terms and conditions of the supplier concerned will apply to the arrangement(s) in question. Copies of those terms and conditions are available on request.
Please Note:
Subclauses (2) – (6) are all subject to sub clause (1) above.
(2) We promise to make sure that all arrangements we have agreed to make, perform or provide as applicable as part of our contract with you (including package bookings) are made, performed or provided with reasonable skill and care. Please note, it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do (where applicable) 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).
(3) We will not be responsible 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:
- the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or
- the act(s) and/or omission(s) of a third party not connected with the provision of your arrangements and which were unforeseeable or unavoidable or ‘force majeure’ as defined above.
(4) Please note, we cannot accept responsibility for any services which do not form part of our contract with you. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
(5) As set out in these Booking Conditions, we limit the maximum amount we may have to pay you for any claims you may make against us. For all claims which do not involve death or personal injury our maximum liability if we are found to be at fault in connection with our contractual obligations to you is limited to twice the price of the booking in question (excluding amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your arrangements.
(6) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) 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. Additionally we cannot accept liability for any business losses.
15. Conditions of suppliers
Many of the services which make up your arrangements are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you.
16. Behaviour and damage
When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct to the accommodation/attraction owner or manager or other supplier or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises.
We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the booking of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the attraction or other service. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
We cannot be held responsible for the actions or behaviour of other visitors or individuals who have no connection with your booking arrangements or with us.
17. Insurance
We consider adequate travel insurance to be essential. Please read your policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness as well covering any activities you’ll be participating in. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
18. Passports and Visas
It is your responsibility to ensure that you have the correct passport and visas to gain entry to any country/attraction (where applicable). We cannot accept any liability if you are refused entry to any country or attraction etc. as a result of your failure to do so. Further advice and information can be obtained from the Foreign Office website www.fco.gov.uk. Further information regarding entry requirements to the USA can be found at https://esta.cbp.dhs.gov.
19. Privacy
All personal information that you provide will be held confidentially within our secure database and will not be passed to third parties unless you give permission to do so or it is necessary to do so in order to provide you with the services you have booked. Where payment is processed via credit card, credit card numbers are not retained on our database. Please see our Privacy Policy for further information.
20. Modern Slavery Statement
We are committed to upholding ethical practices throughout all our operations. This includes a zero-tolerance policy towards modern slavery in any form, in accordance with the Modern Slavery Act 2015.
Still have questions? Get in touch with us on 01536 292004 or by email on tracy@yourticketgenie.com