Terms & Conditions

APPLICABLE TO ALL ACCOMMODATION AND EVENT BOOKINGS

 

Your Contract

When making your booking with We Love Group Ltd, we will arrange for you to enter into a contract with the applicable Supplier/Principal of the Travel Arrangements, as specified on your confirmation invoice. Your booking with us is subject to these Booking Conditions and the specific terms and conditions of the relevant Supplier/Principal(s) you contract with and we advise you to read both carefully prior to booking. The Supplier/Principal’s terms and conditions may limit and/or exclude the Supplier/Principal’s liability to you. All bookings are subject to availability at the time of booking. We do not guarantee that any of the Travel Arrangements we advertise will still be available at the time of booking. We will inform you as soon as possible after placing an order if, for any reason, the Travel Arrangements you have sought to book with us are not available. Unless you are paying for your holiday Travel Arrangements in cash, in which case see the paragraph below will apply, by clicking to book and entering your personal and payment details on our website/App, you are requesting us to make an offer to the Supplier/Principal to purchase the Travel Arrangements on your behalf. At this point we immediately re-contact the Supplier/Principal. Each Supplier/Principal will still require a short period of time to confirm that your chosen Travel Arrangements are still available. The order summary email sent to you is NOT contractual acceptance of the Supplier/Principal’s ability to provide these Travel Arrangements, it is an acknowledgement that we have received your offer, and should the Travel Arrangements be available as detailed on our website/App then, once you have a received your order confirmation, you have entered into a legally binding agreement to purchase these Travel Arrangements subject to the Supplier/Principal’s terms and conditions, and these Booking Conditions. If you are paying for your Travel Arrangements in cash, by clicking to book, entering your personal details and requesting the “pay by cash” option on our website, you are requesting that we generate a barcode which will allow you to make a payment to us in relation to the Travel Arrangements you have selected. When we receive confirmation that you have made your cash payment, we will make an offer to the Supplier/Principal, as detailed in the paragraph above. Your booking is confirmed and a contract between you and the Supplier/Principal will exist when we send you a booking confirmation email with a booking reference number. As an agent we accept no responsibility for the acts or omissions of the Supplier/Principal or for the Travel Arrangements provided by the Supplier/Principal, We Love Group Ltd do not provide/sell any travel products or accept no responsibility for any travel products that maybe purchased via any affiliate linked to We Love Group Ltd.

 

2. Multi-Contract Package Bookings

We Love Group Ltd does not offer Multi-Contract Packages, this is because We Love Group Ltd provides room only products from a selected group of trusted accommodation partners. Room with board options does not warrant the definition of a packaged product. We Love Group Ltd provide events as well as accommodation. If you purchase both hotel rooms and events, this is still not defined as a package as the chosen event is added to the final cart as a separate product.

We Love Group Ltd accepts no responsibility for any travel services including flights, cars, ferries as these are not services offered at any point of the booking.

 

3. Booking

When you make a booking, you will have the opportunity to review/confirm all the details of the booking before making payment. Once you have reviewed and confirmed these details and made payment of the appropriate sum, we will proceed to make the booking with the Supplier/Principal. Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport. The booking information that you provide to us will be passed on only to the relevant Supplier/Principal of your Accommodation Arrangements and exchange of Event Tickets. The information may be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any special category (sensitive) information that you give to us such as details of any disabilities, or dietary and religious requirements. In making this booking, you consent to this information being passed on to the relevant persons. Certain information may also be passed on to security or credit checking companies. Please click here for full details of our privacy policy.

Group Bookings: If larger groups want to be sure of sufficient availability for any Accommodation Arrangements they should contact We Love Group. If two parts of the same group book online on two separate bookings and availability expires between the two bookings we regret therefore that we are unable to cancel the first booking without applying cancellation charges (see clause 11 below). In resort transfers: no hotel booking includes a transfer. Please ensure that the hotel you have selected is accessible from the airport you have chosen to fly to. All in resort transfers are not in anyway the responsibility of We Love Group Ltd

 

4. Payment

In order to book your chosen Accommodation or Event Arrangements, you must make payment as outlined in this clause, or otherwise requested by the Supplier/Principal of the Accommodation Arrangements. You must also pay all applicable insurance premiums and booking fees. Payment on booking

You are required to make full payment at the time of booking in the following circumstances:

1. when you make any booking within 28 days of your departure date; and b. when you book for Accommodation Arrangements with a non-refundable hotel rate.

For all other bookings, you are required to pay a non-refundable deposit at the time of booking, with all balances of all products payable in full 28 days before the departure date.

Taxes

The local authorities in certain countries may impose additional taxes (tourist tax, etc), which have to be paid locally (e.g. at the hotel). You are exclusively responsible for paying such additional taxes.

 

5. Failure to make payment

Where you are paying by instalments, you have a legal obligation to pay us each instalment on the payment due date specified at the time of booking and in your booking confirmation. Should we be unable to collect an instalment from you on the date on which it is due, we will contact you to enable you to make payment. Should we be unable to contact you or to collect payment within a reasonable timeframe, we reserve the right to cancel the booking made on your behalf and you will forfeit all monies paid by you for such booking. In addition, if for any reason we do not receive payment, we may be required to notify the other Supplier/Principals who may take the decision to cancel your booking and charge the cancellation fees set out in their terms and conditions. In these circumstances you will be liable to lose all monies previously paid. Rejected Orders booked within 3-7 days of departure: Because of standard banking procedures, once you have submitted an Order that you are paying for by credit or debit card and your payment has been authorised, your bank or card issuer will “ring-fence” the full amount of your Order. If your Order is subsequently rejected by our system or cancelled for any other reason, your bank or card issuer will not transfer the funds for the Order to us, and will instead release the relevant amount back into your available balance. However, this may take between 3 to 5 working days (or longer, depending on your bank or card issuer). You acknowledge and agree that we will not be responsible or liable to you in relation to this delay by your bank or card issuer in the release of funds back into your account.

 

6. Accuracy

We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the Travel Arrangements that you wish to book before you make your booking. Where the Travel Service or price has been listed incorrectly and the booking has already been confirmed, we reserve the right to cancel the booking and refund all monies paid to you.

 

7. Prices

We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen Accommodation Arrangements or Event Tickets at the time of booking.

 

8. Insurance

Many Supplier/Principals require you to take out travel insurance as a condition of booking with them. As per clause 13 (COVID-19), it is a condition of booking with us that you obtain travel insurance which includes cover against any COVID-19 issues or incidents which may affect your booking. We strongly advise that your insurance also covers you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses, as well as ensuring you have cover for any activities you have booked, including additional cover for diving/extreme sports/adventure travel and all other activities you have booked.

If you choose to travel without adequate insurance cover, neither the Supplier/Principal nor we will be liable to you for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

Please note that any ATOL protection from your purchase of any Travel Arrangements does not protect or guarantee any costs associated with Accommodation Arrangements or Event Excursions.

 

9. Special Requests

Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing but we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the Supplier/Principal is not confirmation that the request will be met.

 

10. Fitness to Travel and Medical Conditions

We are not a specialist disabled holiday company but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your trip, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen Accommodation Arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate in your chosen tour.

Acting reasonably, if the Supplier/Principal is unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking on the Supplier/Principal’s behalf or, if you did not give us full details at the time of booking, we will inform the Supplier/Principal who may cancel it and impose applicable cancellation charges, when we become aware of these details.

 

11. Changes and Cancellations by You

Any cancellation or amendment request must be sent to us in writing accessing and will be processed by our Amendments Team. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that the Supplier/Principal will meet such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your Accommodation Arrangements. The Supplier/Principal may charge the cancellation or amendment charges shown in their terms and conditions (which may be as much as 100% of the cost of the Accommodation Arrangements and, or any Event Excursions and will normally increase closer to the date of departure). In addition, you must pay us an administration fee as set out in the table below. We will notify you of the exact charges at the time of amendment or cancellation.

Please note – Some Supplier/Principals do not allow changes and therefore full cancellation charges will apply; – Administration fees are non-refundable in the event you cancel your booking.

 

12. Changes or Cancellations by the Supplier/Principal

We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed Travel Arrangements or to cancel them. We will also liaise between you and the Supplier/Principal in relation to any alternative travel arrangements offered by the Supplier/Principal but we will have no further liability to you.

 

13. COVID-19

We both acknowledge and agree that the COVID-19 pandemic has affected travel throughout the world and that we both have responsibilities to comply with various laws, regulations and guidance issued by governmental or regulatory authorities which seek to manage the risks caused by COVID-19. In the light of these risks, it is a condition of booking with us that you obtain travel insurance which includes cover against any COVID-19 issues or incidents which may affect your booking.

You acknowledge that laws, regulations and the Supplier/Principals providing your holiday (such as airlines, train operators, cruise operators, hoteliers and other service providers) may require you and employees of the Supplier/Principals to comply with various measures which have been introduced to manage the risk of COVID-19. These may include (without limitation) a requirement to undergo temperature checks, provide health information or certificates, wear personal protective equipment such as face-masks and gloves and abide by social distancing requirements. There may also be limitations on the number of persons who may use facilities or services at any particular time, limitations on the availability of certain facilities and services (e.g. buffet and self-service restaurants may be replaced by a-la-carte, spas and pools may be closed), requirements to pre-book facilities and services, sanitisation and other hygiene requirements.

You also acknowledge that certain Supplier/Principals, ports, airports, border control or other third parties may require you to undertake certain health formalities or satisfy other requirements aimed at managing the COVID-19 risk as a condition to you travelling, departing, entering or residing in a particular place. You agree that it is your obligation to obtain details of these requirements ahead of your travel departure date and comply with and satisfy these requirements. If you fail to meet these requirements, or refuse to complete them, you may be denied boarding, exit, entry or the use of some other facility or service which forms part of your holiday arrangements outside of your booking with We Love Group. We shall not be liable to you for any refunds or compensation in relation to such matters.

You also acknowledge that certain countries may impose quarantine or self-isolation measures upon travellers, whether in the place of destination or upon return.

We strongly recommend that you familiarise yourself with the advice from your national authority for overseas travel before departing. In the UK, the Foreign and Commonwealth Office’s latest advice for travel to other countries is available here https://www.gov.uk/foreign-travel-advice.

You agree to notify us immediately if you test positive for COVID-19 at any time after you make your booking with us, if you consider that you may have COVID-19 symptoms or if you become aware that you may have come into close contact with someone who has tested positive for COVID-19 or who may have COVID-19 symptoms. We may share this information with the relevant Supplier/Principals for your booking in accordance with the terms of our privacy policy.

If you notify us before travelling, and we (or the relevant Supplier/Principal) conclude that you are no longer able to travel because of the COVID-19 risk, then your booking will be treated as having been cancelled by you and our standard cancellation charges will apply. We will, however, explore with you whether it is possible for you to postpone your booking to a later date, which may incur further charges. It might also be possible for you to transfer your booking to another person, subject to the terms of transfer set out in these Booking Conditions.

If you notify us during travel, you acknowledge that we or your Supplier/Principals (or local laws and regulations) may require you to follow certain measures designed to manage the risk of COVID-19 and may refuse to provide you with the relevant service(s). You may, for instance, be required to self-isolate for a period of time. You agree to comply with these requirements. In this instance, we will provide you with such reasonable assistance as we are able to in the circumstances. However, we will not be responsible for meeting any costs incurred by you or for refunding or compensating you for the curtailment of your holiday, cancelled or rebooked transportation, additional accommodation or other associated costs you incur in connection with the same.

We both agree that the measures set out above are a necessary part of keeping you, other travellers, employees and the public safe on holiday. You are making your booking in full knowledge that such measures are likely to be a part of your holiday and do not amount insignificant or significant changes to your booking, nor do they amount to any Failure

We shall have no liability to you for any refunds, compensation, losses, costs, expenses or damages you incur in connection with the matters described above or if you are unable to travel or make use of all or part of your booking because of these matters. These are risks which you must protect through obtaining comprehensive travel insurance that include the effects of COVID-19.

 

14. Complaints

As the contract for your Accommodation Arrangements is between you and the Supplier/Principal, any queries or concerns about your Accommodation Arrangements should be addressed to them in the first instance. If you have a problem with your Accommodation Arrangements whilst using them, this must be reported to the Supplier/Principal immediately. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. Important: claims/complaints about injuries or illness

In the unfortunate event that you suffer an injury or an illness while you are on holiday, and you believe this is the fault of one of the Supplier/Principals, it is very important that you notify the Supplier/Principal while you are on holiday. We both agree that any loss of property, injury, illness or death that may occur at the the property of the Supplier / Principal We Love Group is in no way liable for these unfortunate incidents. Such circumstances must be dealt directly with the Supplier ? Principal and property in where such incidents may have occurred.

Accommodation providers will not accept claims for illness or injury unless the issue is reported to the hotelier at the time whilst in the hotel. You will often be asked to sign a document agreeing to a specific claims process when you arrive at a hotel. This is as a result of an increasing number of fraudulent claims being received.

Since 2013, there has been more than a 500% increase in the number of compensation claims for holiday sickness with tens of thousands of claims in the past year. Evidence suggests many of these claims may be exaggerated or fraudulent. If we believe any claim to be fraudulent then action may be taken in the hope of protecting those with genuine claims.

If you remain unsatisfied, you can inform us, in writing by emailing We Love Group  immediately on return to the UK and, in any event, within 28 days of your return whereby we will endeavour to assist in our capacity as an agent by liaising with the Supplier/Principal on your behalf.

In the unfortunate event you feel our Customer Feedback Team has not resolved your complaint, you can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved..

You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.

 

15. Our Responsibility for your Booking

Your contract is with the Supplier/Principal and its booking conditions apply. As the agent, we accept no responsibility for the actual provision of the Accommodation Arrangements or any Travel Arrangements you may have booked outside of your booking with We Love Group. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the Accommodation Arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected).

We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

 

16. Force Majeure

Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), extra-terrestrial threat, civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport, air traffic control strikes, flight cancellations and all similar events outside our or the supplier(s) concerned’s control.

Brexit Implications: please note that certain Travel Arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.

 

17. Visa, Passport and Health Requirements

It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.

Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports. Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check https://uk.usembassy.gov. For European holidays you should obtain a completed and issued form EHIC prior to departure.

Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit https://www.gov.uk/travelaware.

Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling.

We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

 

18. Law and Jurisdiction

These Booking Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction over any dispute, claim or other matter which may arise between us (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).

 

19. Accommodation Ratings and Standards

All ratings are as provided by the relevant Supplier/Principal or are We Love Groups’s own average ratings based on our industry knowledge and customer feedback. Our own ratings are clearly marked and are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given. We have made reasonable efforts to establish the official rating of the accommodation and include this within the description of the accommodation on our website.

 

20. Documentation & Information

All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier/Principal in question and is intended to present a general idea of the services provided by the Supplier/Principal. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any Travel Arrangements or any other services please contact us.

 

21. Foreign Office Advice

You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure (see clause 16).

 

22. Your Behaviour

You are expected to conduct yourself in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in the Supplier/Principal’s opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, the Supplier/Principal reserves the right to terminate your booking immediately with no further liability to you. You and/or your party may also be required to pay for loss and/or damage caused by your actions and you and each member of your party will be jointly and individually liable for any damage or losses caused. Full payment for any such damage or losses must be paid directly to the Supplier/Principal prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us because of your actions together with all costs we incur in pursuing any claim against you.

We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

 

23. Hotels

Hotel booking procedure

Unless otherwise requested at the time of booking, standard internationally accepted practice dictates that your accommodation will be booked from the day that you depart the UK for the required duration. The dates and times of your accommodation booking will be included on your accommodation voucher (please check this carefully). After registration, on arrival at your accommodation, you will be allocated a room. When travelling on flights departing the UK after midnight, your room will be reserved from the previous day. You must normally check-out of your room by 12 noon on the day before a night flight home or on the departure date for an evening flight. We will request a late check-out for the room, however this is not guaranteed. If we were not to book the hotel until the day that you land (for flights landing in the early hours of the morning), you would not be able to access your room for several hours after your arrival in the hotel. Your flight details are included in the booking details we pass to hotels so hotel staff should be aware of your flight timings. They will also be notified on your booking that you require a late check-out. Most hotels provide this late checkout facility. This will usually incur a small charge payable on the spot (it is impossible for us to prepay this charge) and should be requested at the start of your stay so as to avoid disappointment.

Non-Refundable Rooms

If you book a non- refundable room you will not be able to cancel nor amend your booking and no refund will be available. Deposit payment options are not available on bookings which include non- refundable rooms, unless offered in an exclusive promotional period that may change at any time. Full payment is required at the time of the booking. By not selecting any Flexi Rate options that maybe on offer for the period you have requested, you are selecting the non-refundable rate that is clearly stated at the time of booking.

Flexi-Rate Rooms

If you book a Flexi Rate room rate at he full pay now price, or the 30% deposit rate with full balance payable 28 days before departure, from the options listed at the time of booking, we both agree that you have selected a product that can be amended, changed or cancelled free of charge 28 days before your departure date once your written request has been received by We Love Group. You do not need to disclose your reasons for cancelling your booking. Please note that any Event Tickets that you may have added to your Accommodation Arrangements will not be subject to a full refund, the standard deposit of £30 per person for either an event bundle or single ticket will be deducted from the total refund due plus any admin or booking fees listed on your booking confirmation. Refunds will be payable withing 14 days of refund confirmation.

 

26. Events & Event Party Packages

 

1. All We Love Group events & event party packages may be subject to changes. This could be, but not limited to line up changes, event changes, event timings, venue replacements.
2. We Love Group, reserve the right, without prejudice, to adapt any or all events advertised, to suit local government covid restrictions in the relevant country. Where an event cannot take place due to government or covid restrictions, a replacement event or ticket value equivalent will be offered to the customer.
3. Tickets are sold subject to the venue or promoter & both retain the right to alter or vary the programme due to events or circumstances beyond its control without being obliged to refund monies or exchange tickets. We both agree that tickets will not be exchanged or refunded as these products are purchased as non refundable products. If an event is rescheduled due to Covid restrictions put in place by the local or national government, We Love Group, obtains the right to offer a rescheduled date or replacement event. If you are unable to attend the rescheduled event, We Love Group will offer you the customer a credit voucher to the value of the original purchase to use on any future event, holiday or party package. You accept there is strictly no refunds on events, unless you the customer have purchased events in addition to accommodation arrangements under a Flexi Rate plan. In such circumstances any events purchased will be refunded with accommodation arrangements, minus a fee of a maximum £30 per person plus admin and booking fees for each event or events bundle as highlighted in the Flexi Rate booking conditions.

 

4. If an event is rescheduled due to covid restrictions put In place by the local or national government (UK or given country of event), We Love Group obtains the right to offer a rescheduled date. If you decline this, We Love Group will offer you a company credit to the value of you original purchase minus any booking fees. Strictly no refunds.
5. On very rare occasions, on events where a music artist is booked to perform, the advertised artist may not show up due to illness, missed flights or other reasons that are beyond our control. If this is the case, we will offer an alternative artist and what we believe to be a fair representation of the ticket cost. Due to this being completely out of our control, no refund will be issued.
6. We regret that incorrectly booked tickets cannot be exchanged or refunded after purchase. Please check carefully you’re booking the correct dates, time & events.

 

7. Ticket prices may vary depending on the event. We may introduce discounts or promotions at any stage prior to the event. This will not affect your statutory rights and you will not be entitled to any backdated partial refunds if you have purchased your tickets before any special offers were introduced.

 

8. If tickets are re-sold or transferred for profit or commercial gain by anyone other than the promoter, venue management, ticketing platform or one of there authorised sub-agents, it will become voidable and the ticket holder may be refused entry or ejected from the venue.
9. The Promoter, venue management and ticketing platform accept no responsibility for any lost personal property, injury or death that may occur if the strict rules and regulations of the event and venue being used for the particular event to take place have not been followed. We both agree that all event customers will adhere to and listen to all staff / stewards. Searches will be carried out on all customers entering a venue and you recognise this practice is ensure the safety of everyone in attendance.

 

10. We Love Group operates a zero tolerance policy for any forms of verbal or physical abuse and/or discrimination throughout the event towards any promoters, venue staff or other guests. The Promoter and the Venue reserve the right to eject any person in contention of this clause without any compensation.

 

11. Photography and videography will be taken at the event and may be posted on our online platforms. If you would like any image of yourself removed please email us at info@thewelovegroup.co.uk

 

12. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).

 

13. A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

– Strikes, lock-outs or other industrial action;

– Default of third party suppliers or subcontractors;

– Email delivery system failure;

– The acts, decrees, legislation, regulations or restrictions of any government.

 

14. In the event of a Force Majeure effecting the safe and successful completion of any event organised and run by WE LOVE GROUP Ltd, we will do everything possible to reschedule the event(s) when it is safe to do so, if this is not possible, we will offer compensation in the form of a Coupon/Voucher up to the total cost of the effected event. The Vouchers will be valid until the end of the following summer season.    The ticket holder voluntarily assumes all risks and danger incidental to the event for which the ticket is issued, whether occurring prior, during or after the event. The ticket holder voluntarily agrees that the management, venue, event participants, tickets platform and all of their respective agents, officers, directors, owners and employers are expressly released by the ticket holder from any claims arising from such causes.

 

15. All complaints and, or issues that may arise at an event run by We Love Group must be reported to the on duty manager during the time of the event. We endeavour to make sure every experience is an enjoyable one, and try our best to resolve any issues that may occur. However, reporting an issue or complaint outside of the event running time seriously effect our ability to resolve issues and will not be liable for incident / issue that is not reported as directed in this point.

 

27. Assignment of Claims

In the event that you or a member of your party has a direct legal claim against a Supplier/Principal for a refund, compensation or other loss or damage, and we agree to pay such sum to you (whether as a result of a concurrent legal obligation which we have to you or otherwise), you agree that upon such payment being made you shall assign your rights, title, interest, and benefit in and to such legal claims to us upon our request.

You agree that you will not assign or otherwise transfer any of your legal rights or claims against us which arise out of or are in connection with your booking or these Booking Conditions except as otherwise permitted in these Booking Conditions.

28. Chargebacks and claims against Travel Providers

Unless such rights have arisen under section 75 of the Consumer Credit Act 1974, you agree not to issue any chargebacks or otherwise dispute transactions with your payment card issuer against us (“Chargeback”). Rather, your rights to refunds and other claims shall be governed solely by the terms of these Booking Conditions.

You agree that if you initiate a Chargeback or make a demand for payment from a Supplier/Principal, we shall be entitled to take such steps as we consider reasonable to ensure that you are not paid twice for the same claim. This may include suspending any obligations we may have to pay you under these Booking Conditions (or otherwise) until the Chargeback or claim against the Supplier/Principal has been finally determined and the time limit for any challenge or appeal has expired.

 

PLEASE BE AWARE THIS IS A SPECIAL NOTE ON ACCOMMODATION CHANGES AND CHANGES TO SPECIFIC FACILITIES

Due to the COVID-19 crisis, many hotels are closing on short notice and we are arranging alternatives for our customers. Of the hotels that have stayed open, a number have made changes to facilities in order to meet new requirements around COVID risk to keep customers and staff safe. It is important to note that while a change to your hotel or to facilities at your hotel might not feel like an “insignificant change” to you, under the Package Travel Regulations, HOTEL CHANGES AND CHANGES TO SPECIFIC FACILITIES ARE “INSIGNIFICANT CHANGES” provided they meet the criteria above, which most hotel changes and facility changes will be.