Welcome to rochestercastlelive.com
Please read these Terms and Conditions carefully before purchasing any tickets through our website, rochestercastlelive.com
By placing an order on our site, you acknowledge and agree to be bound by these Terms and Conditions. If you do not accept these Terms and Conditions, you will not be able to purchase tickets. We recommend you print a copy for your future reference.
1. WHO WE ARE
1.1 The Festival Crowd Limited, operates as a ticketing platform facilitating the sale of tickets on behalf of event organisers. We are a company registered in England and Wales, under company number 14488991 , with our registered office located at The Pinnacle, 170 Midsummer Boulevard, Milton Keynes, MK9 1BP.
2. SERVICE AVAILABILITY
2.1 Our website is primarily intended for use by residents of the United Kingdom. We do not accept orders from individuals outside the UK unless explicitly stated on our website. Additional restrictions may apply to certain countries or regions.
3. YOUR ELIGIBILITY
3.1 By placing an order on our site, you confirm that:
(a) You possess the legal capacity to enter into binding contracts;
(b) You are at least 18 years of age.
4. HOW THE CONTRACT IS FORMED
4.1 Upon placing an order, you will receive an email acknowledging receipt of your order. However, please note that this acknowledgment does not constitute acceptance of your order. Your order is deemed an offer to purchase tickets, subject to our acceptance.
4.2 A legally binding contract is formed between you and us only when we accept your order. We will store the content of the contract, and a copy will be sent to you via email. You may also access your order details through your customer login at any time.
5. OUR ROLE
5.1 Allowed In acts as an intermediary between you and the event organisers, processing ticket sales and assisting with customer service matters. The legal contract, including your rights, responsibilities, and any claims for refund or compensation, is between you and us. Please review these Terms and Conditions, as they govern cancellations, exchanges, and refunds.
5.2 We may provide links to third-party websites, whether affiliated with us or not. However, we cannot guarantee the quality, delivery, or legality of tickets purchased from third-party suppliers via our website. This limitation does not affect your statutory rights as a consumer.
6. YOUR RESPONSIBILITIES
6.1 Tickets purchased are for personal use only. Tickets must not be used for commercial or business purposes, and reselling tickets may result in cancellation without a refund.
6.2 You are responsible for:
(a) Verifying the accuracy of the ticket details at the time of purchase. Mistakes may not always be rectifiable;
(b) Managing the loss, theft, or damage of tickets after dispatch;
(c) Ensuring that the event is occurring as scheduled. We will notify you of cancellations or reschedules once we receive official notification;
(d) Arriving on time for the event; late admission is not guaranteed;
(e) Complying with all applicable laws, venue rules, age restrictions, and safety instructions during the event.
6.3 The venue or third-party suppliers may refuse admission if deemed necessary for safety reasons, operational requirements, or if your behavior disrupts the event. No refunds will be provided in such cases.
6.4 Photography, recording, or filming during events is strictly prohibited.
6.5 Certain items, including laser pens, mobile phones, pets (except guide dogs), and personal food or drinks, may be prohibited at the venue.
6.6 We, the venue, and third-party suppliers will not be responsible for the loss, theft, or damage of your personal property during events.
6.7 You consent to being filmed or recorded during the event for promotional and security purposes.
7. TICKET AVAILABILITY AND DELIVERY
7.1 Tickets will be delivered by the date specified in the dispatch confirmation or within a reasonable timeframe if no date is provided.
7.2 It is your responsibility to order tickets in a timely manner, especially if traveling from outside the event’s locality.
7.3 In some cases, tickets may be available for collection at the venue immediately before the event.
7.4 There may be restrictions on the number of tickets you can purchase per person, per payment card, or household. We reserve the right to cancel tickets purchased in excess of these limits.
7.5 eTickets are available for most events, requiring no physical delivery. eTickets must be redeemed by attending the event with your payment card as proof of identity.
7.6 If purchasing eTickets for a large group with staggered arrivals, we recommend purchasing tickets separately.
8. RISK AND TITLE
8.1 Tickets dispatched by post are at your risk from the moment they are sent.
8.2 eTickets are at your risk from the moment the order is confirmed.
8.3 Ownership of tickets passes to you upon full payment, including any applicable delivery charges.
8.4 Tickets sent via standard post are uninsured. If non-replaceable tickets are lost, please contact the postal service for further assistance.
9. PRICE AND PAYMENT
9.1 The price of tickets is as listed on the website, subject to change. In the case of a clear pricing error, we will either charge the correct price or cancel the order.
9.2 Ticket prices exclude any applicable delivery charges, booking fees, and administration fees, all of which will be added during checkout.
9.3 Prices may be subject to change; however, any changes will not affect existing orders.
9.4 Payment for tickets must be made via credit or debit card.
9.5 We reserve the right to cancel orders in cases of overselling, or if there are venue requirements that restrict the sale of tickets. In such cases, full refunds will be issued.
10. REFUNDS AND EXCHANGES
10.1 Tickets cannot be exchanged or refunded unless the event is canceled or rescheduled.
10.2 If the event is canceled, a refund for the face value of the ticket will be issued, or you will be offered tickets to the rescheduled event, subject to availability.
10.3 We are not obligated to offer a refund or exchange if the event program changes but the core elements of the event remain as planned.
10.4 Refunds for canceled events will be automatically processed by Allowed In.
10.5 If you are unable to attend a rescheduled event, you may request a refund via the link provided in the cancellation email.
10.6 Refunds or chargebacks will not be allowed unless the event is canceled or postponed, without exception.
10.7 Certain fees, such as booking fees, handling fees, charity donations, and ticket refund protection, are non-refundable.
10.8 Refunds will be issued to the original purchaser’s payment card.
10.9 Refunds will be processed by Allowed In, where funds are available at the time of the refund.
11. OUR LIABILITY
11.1 Our liability in the event of a breach of this contract is limited to the purchase price of the tickets.
11.2 This limitation does not affect our liability for personal injury, fraud, or other matters for which exclusion of liability is prohibited under applicable law.
12. IMPORT DUTY
12.1 If tickets are ordered for delivery outside the UK, they may be subject to import duties and taxes, for which you will be responsible.
12.2 You must comply with the laws and regulations of the country to which tickets are being delivered.
13. WRITTEN COMMUNICATIONS
13.1 We primarily communicate electronically. By using our site, you consent to receiving electronic communications, which are deemed sufficient for contracts, notices, and other information.
14. NOTICES
14.1 All notices to us must be submitted via our support system. We will notify you at the email or postal address provided during your order.
15. TRANSFER OF RIGHTS AND OBLIGATIONS
15.1 This contract is binding upon you and us, as well as our respective successors and assigns. You may not transfer your rights or obligations under this contract without our written consent.
16. EVENTS OUTSIDE OUR CONTROL
16.1 We are not liable for any failure to perform our obligations under this agreement caused by events beyond our reasonable control (a “Force Majeure Event”).
16.2 A Force Majeure Event includes, but is not limited to, acts of nature, natural disasters, strikes, and other uncontrollable events.
16.3 Our obligations will be suspended during the period of a Force Majeure Event, and we will take reasonable steps to resolve the issue.
17. WAIVER
17.1 Our failure to enforce any part of this contract does not constitute a waiver of our rights to enforce any other terms or conditions.
18. SEVERABILITY
18.1 If any term or provision of this contract is found to be invalid or unenforceable, the remaining terms will continue in full force and effect.
19. ENTIRE AGREEMENT
19.1 These Terms and Conditions, together with any documents referenced herein, constitute the entire agreement between you and us. Any prior agreements, representations, or warranties are superseded by these terms.
19.2 Both parties acknowledge that no representations outside of these Terms and Conditions are considered part of this agreement.
20. OUR RIGHT TO VARY THESE TERMS
20.1 We reserve the right to amend these Terms and Conditions at any time. Updated terms will apply to orders placed after the date of the change.
21. LAW AND JURISDICTION
21.1 These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales, and any disputes will be subject to the non-exclusive jurisdiction of the English and Welsh courts.
22. COMPLAINTS AND DISPUTE RESOLUTION
22.1 If you have a complaint that has not been resolved to your satisfaction, please escalate it to our Customer Care Manager.
22.2 You may also contact our customer service team for assistance.
22.3 If you remain unsatisfied, you may use the EU Online Dispute Resolution platform for further assistance.