Definitions and Interpretation:
The following Booking Conditions explain Our obligations to You and Your commitments to Us when You book through Hen and Stag. These, together with the information contained in the ‘Details of Booking’ document and then subsequently the ‘Final Confirmation’ document, form the basis of Our contract with You.
Here are some of Our most frequently used phrases:
i) “We” “Us” and “Our” are references to Hen and Stag, which is an events management business operating from Woodside House, Woodside Walk, Rowlands Gill, NE39 1EN.
ii) “You” “Your” or “Party” means the Lead Customer named on the booking, who must be authorised to make the booking on the basis of these Booking Conditions by all persons on the booking. The Lead Customer is the individual with whom We enter into this contract.
iii) “Lead Customer” means the person who makes the booking on behalf of a group and who will be Our point of contact (and any later substitute for that person). At all times, the Lead Customer is deemed to have the consent of the other attendees in making decisions about the booking.
iv) “Arrangements” means the activities, events, accommodation, nightlife, meals and other services of whatever description, as applicable, booked through or arranged by Us for You.
v) “Booking Conditions” means the conditions for use of Our services, as set out in this document.
vi) “Details of Booking” means the itemised document We send to You confirming Your accommodation and activities have been provisionally booked based on Your initial estimated group size.
vii) “Final Confirmation” means the itemised document We send to You confirming Your accommodation and activities have been booked and confirmed based on Your final group size.
viii) “In writing” means by e-mail, letter or fax.
ix) “Administrative Charges” are fees charged to cover expenses related to account processing, revised documentation and other administrative costs as a result of late amendments and cancellations. Charges are £9.99 per transaction for changes and amendments more than seven days before the event, or £24.99 per transaction within seven days of the event.
x) “Website” means www.henandstag.co.uk or any localised URL which may have replaced it.
xi) “Force Majeure” means any event which We or the supplier of the services in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatening terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside Our control or the control of the supplier.
(1) Enquiries and Bookings
1.1 Enquiries can be made via email, online through Our website, live chat, or by phone.
1.2 The minimum group size is eight people. A group smaller than this will incur supplements which will be detailed on the ‘Details of Booking’ and ‘Final Confirmation’.
1.3 Upon receipt of an enquiry We will provide You with a selection of quotes for Your Arrangements together with estimated prices based on the dates that You have given Us; the accommodation and activities that are available at the time of providing the estimate; and details of the size of Your Party that You have provided. This represents Our best estimate of the costs but We cannot guarantee Your costs until You have placed a firm booking as availability and prices can change on a frequent basis.
1.4 When You confirm Your intention to proceed with a quote You will become the Lead Customer and We will set up an event on Our online booking system. You must confirm the event by paying an initial deposit or full payment as applicable (see clauses 2 and 3 below).
1.5 Once the deposit has been paid, You can then use the online booking system to invite the remainder of the group members via email or mobile phone number.
1.6 At this stage We will source provisional Arrangements based on Your original specifications, including accommodation and activities, to make a provisional booking for Your estimated group size.
1.7 We allow 2 weeks for other guests to make their deposits and confirm their commitment. During this time the system will automatically generate payment reminders to the guests. The Lead Customer has access to an easy-to-use control panel that allows You to monitor everyone’s payments and issue further reminders where necessary.
1.8 Once all the group deposits have been received, or the 2 week allocated time has elapsed (whichever occurs first), We will verify the actual group size with the Lead Customer.
1.9 We will then contact the Arrangements providers, including accommodation and activities, to confirm the booking size.
1.10 The Lead Customer is then issued with a ‘Details of Booking’ form itemising the secured arrangements and final prices. This contains full details of the accommodation and an overview of the activities and nightlife. At this point a binding contract between Us will come into existence.
1.11 Individuals may be added to the group beyond this stage however there may be additional admin charges and We cannot guarantee that the same arrangements will be available. We therefore recommend that You encourage as many people as possible to commit to the deposit payment to guarantee their place.
1.12 Our online booking system allows for easy payment plans for each member of the group with final balances due no less than 5 weeks prior to the start of Your Arrangements. Again, the system will automatically generate payment reminders to the guests and the Lead Customer has access to an easy-to-use control panel that allows You to monitor the payments and issue reminders where necessary.
1.13 Once all payments have been received and group sizes confirmed, final details will be relayed to suppliers and the Lead Customer will receive a ‘Final Confirmation’ Pack containing a full summary of all the Arrangements including accommodation, activities and nightlife provisions. The ‘Final Confirmation’ will supersede the original ‘Details of Booking’ document.
(2) Amounts Due
2.1 The Lead Customer must pay £50.00 deposit to place the booking on Our online booking system. This deposit is deducted from the package price.
2.2 The deposit must be paid within 7 days of confirming Your intention to proceed. If the deposit is not paid within this time, We cannot guarantee the proposals and Our quotes for Arrangements are withdrawn and will need to be re-issued.
2.3 Once the initial deposit is made by the Lead Customer We allow 2 weeks for the other guests to pay their £10.00 deposits and confirm their commitment. These deposits are deducted from each individual’s overall package prices.
2.4 In the event that the Lead Customer doesn’t send out the invitations within 2 weeks, We reserve the right to cancel the booking and keep the initial deposit to cover administration charges incurred.
2.5 Payments can be made on Our online booking system using a valid credit or debit card and payment schedules can be set up for easy instalments. There is a £1.50 fee for debit card or 3.2% charge for credit card payment processing.
2.6 Where monies have already been collected or the use of Our online booking system is not required, the Lead Customer can choose to pay a single £100.00 deposit.
2.7 Payments via telephone processing incur a £1.50 fee for debit card or 3.2% charge for credit cards. BACS online bank transfers to Hen and Stag, Account 88811205, Sort Code 09-01-28 are free of charge.
2.8 The full and final balance must be paid no less than 5 weeks prior to the start of the Arrangements. If You are booking within 6 weeks of the start date, this is classed as a late booking; please refer to clause 10 below.
2.9 Should the balance not be received by Us in time, We will inform the Lead Customer in writing that the payment is overdue. If We are unable to contact the Lead Customer or the outstanding balances are not settled within 2 days We will proceed with the group size based on the number of full payments received. Any supplements at this stage will be charged to the Lead Customer. We cannot guarantee the places of any individual that has not paid 5 weeks before the Arrangements.
2.10 Any supplements due, for whatever reason, will be payable by the Lead Customer and must be paid in full five weeks before the Arrangements. Failure to pay will result in the cancellation of the full booking.
2.11 Any deposits received are non- transferrable.
2.12 Should one or more of the attendees fail to pay the balance in full 5 weeks prior to the start of the Arrangements, We reserve the right to use any funds received in partial payment towards cancellation fees or additional fees incurred as a result of changes in the booking.
2.13 Any changes or amendments after the Final Confirmation is issued will incur Administrative Charges and We would be unable to guarantee further availability of the same arrangements.
2.14 No refund can be issued for cancellations after the balance due date
(3) Pricing Policy
3.1 Prices quoted to You at the time of Your enquiry are correct to the best of Our knowledge at that time. It is possible that prices may change before You actually book the Arrangements and in any event prices can’t be guaranteed until You receive a ‘Details of Booking’ form from Us.
3.2 Should You decide to change the number of guests attending at any point after making the initial enquiry then You should be aware that the price will be subject to change and that some activities require a minimum number of guests to be able to proceed. We would refer You to Our Frequently Asked Questions for details of the minimum guests.
3.3 For Arrangements that have a minimum number of guests, You should be aware that the prices quoted are on the basis of the number of guests. Any additional guests, whether still below the minimum number or not, will incur further supplements.
3.4 Depending on Your provisional room allocation assigned upon booking, any changes to final numbers may also incur single room or under-occupancy supplements. Where possible We will always try to rearrange allocation to avoid such supplements but can provide no guarantee.
3.5 Once Your Arrangements have been confirmed to You by Our ‘Details of Booking’ then subject to other clauses in these Booking Conditions and subject to the final numbers of attendees remaining the same, the price will not change.
3.6 Any additional charges such as single occupancy supplements, incurred as a result of a change in the booking will be charged to the Lead Customer. This includes costs incurred as a result of changes to provisional numbers being given to Suppliers and subsequently changing or members of the Group failing to pay the final balance causing a change in numbers.
(4) Special Requests
4.1 If You have any special requests, You must advise Us in writing at the time of booking. Although We will endeavour to pass any reasonable request on to the relevant supplier, We regret We cannot guarantee any request will be met unless We have specifically confirmed this.
4.2 For the avoidance of doubt, a special request includes breakfast, single beds and any preference for the configuration of rooms. Unless this is specified at the time of making the enquiry and placing the booking , the ‘Details of Booking’ will be based upon a configuration of rooms (which could include double rooms, twin rooms, triple rooms, quad rooms or suites) utilising a selection of beds (which could include singles, doubles, bunk beds and sofa beds) provided by the Arrangements providers. Any subsequent request in respect of the number of rooms and layout of them may affect the price that You are expected to pay.
4.3 For Your own protection, You should obtain confirmation in writing from Us that Your request will be complied with (where it possible for Us to give this) if Your request is important to You. Confirmation that a special request has been noted or passed on to the supplier is not confirmation that the request will be met. Unless and until specifically confirmed on Your ‘Final Confirmation’ documents, all special requests are subject to availability
4.4 Should any additional charge not included in the total price stated on Your ‘Details of Booking’ become payable (for example costs relating to a special request made by You), a revised ‘Details of Booking’ will be sent to You showing the extra charge where applicable.
(5) Website and Quote Descriptions
5.1 All website and quote descriptions are made in good faith and every care is taken to ensure their accuracy. However, errors may occasionally occur. We cannot accept any liability for any errors or omissions except where these have arisen due to Our negligence or that of any of Our employees (as long as they were acting in the course of their employment at the time).
5.2 We reserve the right to make changes to and correct errors in Our website and quotes at any time.
5.3 Images used are for illustration purposes and not that necessarily of the actual venue.
6.1 Most daytime activities take place at outdoor activity centres, which by their nature are not usually located in city centres/urban areas. Events advertised and sold by Us as taking place in or to any particular city may include activities in locations that We consider to be within a reasonable distance from Your accommodation and/or that city.
6.2 As a general guide We would consider a reasonable distance to travel for activities to be no more than 20 miles although this may be more for some exclusive activities. You are responsible for arranging Your own transport to the activity unless We have specifically confirmed in writing to You in advance that We will make these arrangements.
6.3 When initial quotes are issued We will offer You a selection of different accommodation options, all of which are central to Your chosen destination city. As a general guide We would consider locations described as “Central” to be no more than 5 miles from the main railway station, although this may be more for some exclusive providers. Locations described as “Heart of the City” means no more than 2 miles from the main railway station, although this may be more for some exclusive providers.
6.4 We may on occasion use Travelodge, Holiday Inn, Premier Inn and other accommodation which does not certify to standard star ratings. In these instances, price and bracket will be based on proximity to city centre.
(7) Special offers and referral scheme
7.1 Special offers can vary over time and are always subject to availability at time of booking.
7.2 Our resident offer includes 1 person will stay for free on every booking of 13 or more people staying 2 nights or more with an activity. This means the qualifying person, typically the Hen or Stag, will enjoy their accommodation, activities and nightlife completely free of charge. This offer can be withdrawn at any time.
7.3 Our agents may on occasion recommend special offers which are tailored to Your booking. Such offers may include early check-ins, late check-outs, discounted activities and discounted meals. These discounted promotions are classed as special offers and therefore do not contribute towards the criteria for Our free place offer listed at 7.2.
7.4 We operate a referral system whereby for each referral You make We reward You with £50.00. This can be taken as a contribution to Your own event, a deduction to the third party event or a direct payment to Your preferred bank account. To qualify for this promotion You must be a current or previous client of Us. Contributions towards Your package weekend are applicable instantly but any referral payments are settled only when the referred Party has taken place and not sooner. Cancellation of either package will result in a refund due to Us or a removal of the discount.
7.5 In addition to the standard referral system listed at 7.4, We also offer a £100.00 joint Hen and Stag referral Scheme where both the prospective Bride and Groom book their weekends with Us. This can be taken as a contribution to either or both events or a direct payment to Your preferred bank account(s). All referral payments are paid and settled only when the referred Party has taken place and not sooner. Cancellation of either package will result in a refund due to Us or a removal of the discount.
(8) Changes and Cancellations by Us
8.1 On occasion, We may need to make changes to and correct errors in Our website and/or documentation and/or Arrangements both before and after bookings have been confirmed through ‘Details of Booking’ or ‘Final Confirmation’ being provided. In rare circumstances We may need to cancel confirmed bookings altogether. Whilst We always endeavour to avoid changes and cancellations, We must reserve the right to do so.
8.2 Most changes are a minor change; for example a change in the timing of Your confirmed activities; a change in the venue at which any activity You have booked is to take place (where the activity itself has not changed); or a change of accommodation.
8.3 If the original accommodation that You selected is no longer available We will provide You with what We believe to be similar accommodation, considering the star rating and location of the accommodation, within the same destination city. We are responsible for determining what is similar accommodation.
8.4 The ‘Details of Booking’ will be amended to reflect any change in price which will be passed onto You, but We guarantee the change will not incur a cost of more than £20.00 per person per night.
8.5 In extremely rare circumstances a significant change (which We define as circumstances where We cannot find similar accommodation as defined in paragraphs 8.3 and 8.4 or an activity cannot be undertaken) or cancellation may have to be made to a confirmed booking. If We have to make a significant change or cancel, We will tell You as soon as possible. If there is time to do so before departure, We will offer You the choice of the following options:
8.5.1 Accept the changed Arrangements
8.5.2 Purchase alternative Arrangements from Us, of a similar standard to that originally booked if available
8.5.3 Cancel or accept the cancellation in which case You will receive a full refund or all monies You have paid to Us relating to the cancelled or amended element.
8.6 If We have to make a significant change or cancel, We will in Our complete discretion pay £10.00 per person as compensation when the change or cancellation is no more than 14 days before the Arrangements.
8.7 Compensation will not be payable and no liability beyond offering the choices at 8.5.1 – 8.5.3 can be accepted where We are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond Our control; the consequences of which We could not have avoided even with all due care; or where We have to cancel because the minimum number of persons required to operate the Arrangements You have booked has not been reached.
8.8 No compensation will be payable and the above options will not be available if We cancel as a result of Your failure to comply with any requirement of these Booking Conditions entitling Us to cancel (such as paying on time) or if the change made is of minor one.
(9) Changes and Cancellations by you
9.1 Your ‘Details of Booking’ are issued with the name and address of Your chosen accommodation option. If You are not satisfied with the accommodation provided You must inform Us within 5 days whereby We will strive to provide alternative arrangements of equivalent or closely similar (‘like for like’) standard and price, if available. Where this is not possible We will offer alternative arrangements of a lower standard together with a refund of the difference in price; or alternative arrangements of a higher standard together with an invoice for the difference in price. There will be no amendment fees charged and any charged agreed will result in a revised ‘Details of Booking’.
9.2 Should You wish to change Your accommodation 5 days or more after receiving the original ‘Details of Booking’ We will try to provide alternative arrangements of equivalent or closely similar (‘like for like’) standard and price, if available. Where this is not possible We will offer alternative arrangements of a lower standard together with a refund of the difference in price; or alternative arrangements of a higher standard together with an invoice for the difference in price. Where a change can be made, We will charge an amendment fee and issue a revised ‘Details of Booking’. In any case You will be charged for any extra costs incurred by Us and any costs or charges incurred or imposed by any of Our suppliers.
9.3 Where the price of Your Arrangements is dependent on the number of people booked and You add or remove extra people from the booking, the price will be reworked on the basis of the new number of people going and We will send You a new ‘Details of Booking’. You will be required to pay the revised price.
9.4 If You wish to cancel all or any part of Your booking, You should advise Us immediately by telephone and then provide confirmation in writing. We will make a cancellation charge as set out below. Charges are based on the estimate expenses and losses We may incur and should We be unable to withdraw from Our obligations with Our suppliers.
9.4.1 If You cancel Your booking more than five weeks before the Arrangements commence, We will retain Your initial deposit fees.
9.4.2 If You cancel Your booking less than five weeks before the Arrangement date then We will retain 100% of the total cost.
9.5 Furthermore, in circumstances where a refund is due for full or part payments as a result of a cancellation by You, an Administrative Charge will be levied per each transaction
9.6 Where any cancellation reduces the number of full paying Party members below the number on which the price, number of free places and/or any concessions agreed for Your booking were based, We will recalculate these items and send You a new ‘Details of Booking’.
(10) Last minute bookings
10.1 If You are booking within six weeks of the event date, We consider this to be a late booking. As such, You must pay a non-refundable £100.00 deposit to procure Our services, unless an agreement has been made with Your Events Organiser and agreed in writing.
10.2 In these instances a list of options will be sent to You, where possible, with prices and availability of activities and accommodation available at that moment in time.
10.3 Late bookings cannot utilise Our online payment system and all monies must be collected in full by Lead Customer.
10.4 The full cost of Your Arrangements must then be made within 48 hours, unless an agreement has been made with Your Events Organiser and has been confirmed in writing. Due to the nature of last minute bookings, no guarantee can be made as to the availability of accommodation and activities at the subsequent time of payment. We cannot guarantee that We can deliver the Arrangements until such time as full payment is received and You have received a ‘Final Confirmation’ from Us.
10.5 As such, We may need to make changes to and correct errors in Our Arrangements both before and after the bookings have been confirmed.
10.6 Section 8 of these Booking Conditions in respect of when We make changes are not applicable to late bookings.
(11) Weather Conditions
11.1 We have no control over the weather. The provision of favourable weather to allow You to take part in Your chosen activities does not form part of Your contractual obligations to You. There is always unfortunately the risk that you may be unable to take part in weather dependant activities due to poor weather and We do not accept responsibility for this risk.
11.2 If this occurs, You will not be entitled to change or cancel Your Arrangements without paying Our normal charges.
11.3 You will not be entitled to the options and/or compensation set out in clause 8. We will make every effort to assist You to find alternative Arrangements but please be advised that these may only be available at an additional charge to You.
(12) Force Majeure
12.1 Except where otherwise expressly stated in these Booking Conditions, We regret We cannot accept liability or pay any compensation where the performance or prompt performance of Our obligations under Our contract with You is prevented or affected by Force Majeure.
12.2 Additionally, We cannot accept liability or pay any compensation where You suffer any damage, injury, expense or loss of any description as a result of Force Majeure.
(13) Our liability
13.1 Our agreement with You and the service We provide for You is to source and book Your confirmed Arrangements for You. We pledge to use all reasonable skill and care in the selection of the supplier(s) who will provide Your Arrangements.
13.2 We have no responsibility for the provision of the actual Arrangements themselves or for the acts or omissions of the suppliers concerned or any of its employees, agents, suppliers or subcontractors. Any complaint or claim arising in respect of provision of the Arrangements should be directed to the supplier. We will provide You with their contact details but will have no further involvement or responsibility for pursuing a complaint or claim for You.
13.3 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:
13.3.1 The act(s) and or omission(s) of any person(s) affected or any member(s) of Your Party; or
13.3.2 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
13.3.3 Force Majeure
13.4 Please note We cannot accept responsibility for any services which do not form part of Your Arrangements. This includes, for example, taxis or additional services or facilities which Your accommodation or any other supplier agrees to provide for You that We have not booked for You and any excursion You purchase whilst away.
13.5 We cannot accept any liability for any damage, loss, expense or other sum(s) of any description (a) 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 (b) which did not result from any breach of Our agreement with You or other fault by Us or Our employees. Additionally We cannot accept liability for any business losses.
13.6 Some of the activities and events We offer are by their nature inherently dangerous. By participating in these You assume the inherent risks involved. We cannot be responsible for any injury or loss suffered by You other than as expressly set out in these Booking Conditions. You must ensure You have personal travel insurance which covers such activities and events.
14.1 You are advised to take out adequate and appropriate personal insurance for Your protection. Such insurance should cover the cost of cancellation by You and/or any member of Your Party and the cost of assistance, including repatriation to the UK, in the event of illness or accident.
14.2 You must ensure that the policy You purchase is suitable for Your confirmed Arrangements including hazardous activities. Many policies do not cover such activities so You must check the small print before purchasing and if in doubt, check with the insurers that You will be covered. You must also ensure that Your insurance covers participation in any hazardous activities which do not form part of Your Arrangements.
15.1 You understand and agree that when You book through Us, You accept responsibility for the proper conduct of You and all other members of Your Party during Your Arrangements.
15.2 We or any person in authority can terminate Your Arrangements if, in the reasonable opinion of Us or the person in authority, Your behaviour or that of any member(s) of the booking is likely to cause distress, damage, danger, or annoyance to other clients or members of the Party, employees, suppliers, property or the person(s) concerned is or appears to be unfit to travel for whatever reason.
15.3 In this situation, the person(s) concerned will not be able to complete their Arrangements and We will not be liable for any refund, compensation, expenses or any costs they have to pay or incur.
15.4 We cannot accept liability for the behaviour of others in Your accommodation or any persons taking part in any event or activity and/or present in the same environment which forms part of Your Arrangements or if any facilities or services are removed or withdrawn as a result of their action.
15.5 We, the accommodation provider and any other supplier reserve the right within Our/their reasonable opinion to terminate the Arrangements in question of any member(s) of the Party due to misconduct. Full payment for any damage or loss (reasonably estimated if not precisely known) caused by You or any member of Your Party must be made direct to the accommodation owner or manager or other supplier or to Us as soon as possible.
15.6 You will also be responsible for meeting any claims subsequently made against Us or any of Uour suppliers and all costs incurred by Us/the supplier (including Our own, supplier’s and other party’s full legal costs) as a result of Your actions. You must ensure You have appropriate travel insurance to protect You if this situation arises.
15.7 We reserve the right to pass Your details on to a supplier, accommodation provider or third party debt recovery agency to reclaim any monies owing to Us by You including all additional costs of doing so.
15.8 You agree to ensure that all members of the Party comply with all the timetables of events. Failure to keep to the timetables may result in either discontinuation of the event or cancellation of the said event. We will not be liable for any refund, compensation or any costs that may be incurred by You.
15.9 Many events and activities require a high level of concentration and the use of alcohol or drugs or being under the influence of alcohol or drugs whilst participating in such events is strictly forbidden. If You or any member of Your Party have, in the reasonable opinion of Our suppliers, been using drink or drugs or fail to act in a safe responsible manner, they reserve the right to cancel Your participation forthwith. In this event We will not be liable to pay any refund, compensation or any costs/expenses incurred by You.
16.1 Some of the events or activities You may book require a good level of fitness, strength and endurance. It is Your responsibility to ensure that You have the appropriate level.
16.2 Many events are not recommended for those with any disability, illness or infirmity. If You have any existing medical condition, allergies or disability which may affect Your Arrangements You must let Us know the details before You make Your booking.
16.3 If in Our reasonable opinion, Your chosen Arrangements are not suitable for You taking into account Your medical condition or disability or You are not being accompanied by someone who can provide all the assistance You may reasonably require where it is reasonable for Us to require this, We can refuse to accept the booking. If We find out after You have made the booking that You have an existing medical condition or disability and You are not being accompanied by someone who can provide all the assistance You may reasonably require as referred to above and You have failed to give Us this information at the time of the booking, We reserve the right to cancel the booking and impose the cancellation charges set out in clause 8 where in Our reasonable opinion, the confirmed Arrangements are not suitable.
(17) Complaints Procedure
17.1 We are responsible for purchasing Arrangements to meet Your requirements. We cannot verify the Arrangements nor be held responsible for any problems arising from the Arrangements.
17.2 If You are unhappy with any element of Your Arrangements, you should notify the relevant supplier of the Arrangements concerned immediately and obtain proof that the issue has been reported. If the problem still cannot be resolved, You should contact Us as soon as possible at the time to see if we can assist you in progressing your complaint.
17.3 Should You have to pay for services that should otherwise have already been included within the Arrangements, it is vital that You retain a receipt or proof of purchase.
17.4 If You are dissatisfied about our involvement in the Arrangements, which is limited to sourcing the suppliers and booking the Arrangements, then on Your return, You should write to Us formally setting out Your points within 14 days of returning from Your Arrangements if Your complaint or claim does not involve death or personal injury or illness, or within 3 months of returning from Your Arrangements if Your complaint or claim involves death, personal injury or illness. As long as the above conditions have been observed, the matter will be investigated and a reply will be sent to You within four weeks of the receipt of the complaint. You should note that We can only investigate and respond to complaints which relate to Our responsibility for sourcing and booking Arrangements, and not for the Arrangements themselves.
17.5 As it is difficult and sometimes impossible to properly investigate a complaint if We are not told about it reasonably quickly, We reserve the right not to investigate a complaint made outside these timescales.
(18) Terms and Conditions of Suppliers
18.1 Many of the services which make up Your booking 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. Copies of the relevant parts of these terms and conditions are available on request from Us or the supplier concerned.
18.2 Many accommodation providers will require security bonds by way of a deposit payable on arrival or the collection of credit card details in the event damage is discovered after departure. For Your convenience, We will endeavour to include the general bond conditions with Your ‘Final Confirmation’ document however it is Your responsibility to check with Your accommodation whether a bond is required and how much the bond is. It is then Your responsibility to make arrangements to satisfy the accommodation.
(19) Nightlife passes
19.1 Unless expressly sold as a separate package, We offer the Nightlife passes as an added extra and they do not form part of the terms of the contract. In the event that the third party refuses entry to You, We cannot be held responsible.
19.2 Some of the promotions available under a Nightlife pass may only be available in limited circumstances. For example, if the Nightlife pass entitles You to a free shot then You may need to purchase an alcoholic drink at full price to benefit.
19.3 Hen and Stag acts as an Agent on Your behalf and will not be held liable and assume no responsibility for any actions of its third party constituents and for any loss, theft, damage or injury that occurs while You are using its services or any of its third party constituents.
19.4 A proper valid ID stating the legal age of at least 18 years of age may be required. Appropriate dress may also be required.
19.5 Hen and Stag is not liable and assumes no responsibility for Your actions and assumes no responsibility for any damage, loss, theft of personal or private property. Any legal action brought against You or the individuals in Your Party, relating to You or their conduct, is Your responsibility. This includes disorderly conduct, physical or verbal assault, theft, narcotics (including possession, sale or use) or drug paraphernalia, and vandalism of property.
19.6 Hen and Stag does not guarantee the services provided by its third party suppliers. In the circumstances where Our supplier’s offers are withdrawn or removed, every attempt will be made to transfer services to another venue. As this is a free service Hen and Stag will not be liable for any changes or cancellations of its services.
19.7 All licensed premises reserve the right to refuse admission or to eject any person whose conduct the management deems unacceptable. This is at the management’s discretion and includes any person who uses vulgar or abusive language, is likely to be aggressive or violent, has consumed too much alcohol, is banned under any exclusion scheme, is in possession of illegal substances, does not comply with regulations under the Licensing Act, or who fails to comply with any of the venues rules or reasonable requests (such as a search). Breach of standard entry terms will terminate Your right to entry without refund. We have no responsibility or control over this.
(20) Our Relationship with You
20.1 Any e-mail confirming that We are holding Your booking does not constitute to a contract between Us. Should We acknowledge Your booking prior to sending a ‘Details of Booking’, such acknowledgement will be an indication that We are processing Your quotation and not a confirmation of it.
20.2 Please note that this is a contract between Us and the Lead Booker, not individual group members. By making Your booking with Us, You will be regarded as having had the opportunity to have read and understand Our Booking Conditions and to have actually done so before a contract between us came into existence.
20.3 The Lead Customer must be authorised to make the booking on the basis of these Booking Conditions by all persons on the booking and their parent or guardian for all Party members who are under 18 when the booking is made. We can only accept bookings if the Lead Customer is a minimum of 18 years old.
20.4 If for any reason there is a change in the Lead Customer, You should notify Us in writing immediately.
20.5 This Agreement and all matters arising out of it shall be construed and governed according to English law and shall be subject to the exclusive jurisdiction of the Courts of England and Wales.