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Terms & Conditions of Sale

Everything you need to know

Last updated 25 November 2022

1. Who we are and what we do

1.1 Who we are We are, a company registered as The School Trip Group Ltd, (“we,” “us,” “our” “ours”) in England and Wales, under company registration number 13753373. Our registered office is at Forma House, 40 Bowling Green Lane, London, England, EC1R 0NE. 

1.2 Where to find information about us and our services You can find everything you need to know about us, The School Trip Group Ltd, and our services on our website at: https://theschooltrip.co.uk/ before you order. We also confirm the key information to you on our website throughout the order process before you order in your online account.

1.3 How to contact us You can write to us at: Forma House, 40 Bowling Green Lane, London, England, EC1R 0NE. You can contact us by email at:  hello@theschooltrip.co.uk or telephone our customer service team (for users in the United Kingdom) on (+44) 020 064 0974.

1.4 How we may contact you If we must contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us when you made your booking. Our preferred means of contact is by email. Please ensure that your email address is valid and be aware that any of our messages may be recognised as spam and might go to your junk folder.

1.5 What we do We are a ticket agency and sell Tickets as an agent on behalf of our Event Organisers. We do not produce, promote, host or control any of the Events which are described on this Site. We do not set the prices for Ticket, we may only charge a booking fee and handling fees, as agreed with our Event Organisers.

2. These Terms

2.1 What these terms cover These are the Terms and Conditions (the “Terms”) that tell you who we are, how the contract is formed between us and how it may be changed or cancelled, how to purchase tickets and other important information. 

2.2 Why you should read them Please read these Terms carefully before you make your purchase. Your access to and use of this Website (“Site”) and any purchases you may make are subject to the Terms which are set out below. By using this Site, you agree to accept these Terms. If you do not, you should not access or use this Site in any way.

2.3 These terms may have changed since you last reviewed them We may be required by law to change and update this Site from time to time. We may also change our services and amend the Terms.

2.4 These Terms are subject to other terms and conditions set out by Event Organisers Tickets purchased through our Site are subject to the terms and conditions applicable to the Event and Venue including any Event policies concerning cancellation and/or Ticket refunds. It is your responsibility to check the Event Organiser’s website before deciding to purchase a Ticket. Event Organiser websites usually publish their terms and conditions including age restrictions and refund policies).

2.5 Interpretation These words shall have the following meanings:

“Event” means an entertainment event including, but not limited to, concerts, exhibitions, sport events, theatrical performances and music events staged at Venues;

“Event Organiser(s)” means any entity including promotors, Venue owners and operators, performers and producers involved in the provision of Events;

“Site” means the website https://theschooltrip.co.uk/ of The School Trip Group Ltd;

“Ticket(s)” means evidence, (electronic, printed, paper copy or other evidence such as a wristband) of the right to attend an Event sold by us to you on the Event Organiser’s behalf;

“Venue” means a building, stadium or other location that facilitates Events.


2.6 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.


3. The contract between us 


3.1 These Terms create a legally binding contract (“Contract”) between you and us when you purchase Tickets through our website (our “Site”). The contract is formed when we process your payment for an Event and will terminate after the performance of the Event has ended.


3.2 Purchase of Tickets is subject to these Terms and is subject to the terms and conditions of the Event Organisers who promote the Event and those of the Venues. Details of Event Organisers’ terms and conditions are published on the Event Organiser’s website or on the Venue’s website. Where there is a conflict between these Terms and those of the Venue or Event Organiser, then those of the Event Organiser will prevail.

4. Tickets

4.1 All Tickets sold are subject to availability and are intended for your personal use only.

4.2 Before ordering your Tickets, you should read our Terms. If you have any queries concerning the Terms, you should contact us before purchasing Tickets as purchasing means you agree to these Terms. Rectifying mistakes after purchase may not always be possible. Please check your Tickets when you receive them and contact us if there are any mistakes.

4.3 Access to Venues If you have any access requirements to enter any Event, you should inform us about this before you purchase Tickets or contact the Event Organiser directly. We are unable to guarantee that your requirements will be possible if you do not inform us in advance of your arrival at the Venue.

4.4 In some circumstances, we may offer alternative Tickets to those purchased by you for seats at an Event. Alternative seats will be no less in value than those originally purchased.

4.5 The number of Tickets that you wish to purchase may be restricted or sold subject to Event restrictions such as seats with limited views or age restrictions. Please review the Event notifications on our Site or the Event Organiser’s website before purchasing Tickets. We are unable to accept responsibility for your failure to read such notifications.

4.6 If you are purchasing Tickets for a group of people, it is your responsibility as the organiser to review and check all documents relating to the booking and that it meets the requirements of your group members.

4.7 Should you purchase more Tickets than allowed, then we may cancel the purchase of those excess Tickets without notice to you. If the purchase of the extra Tickets was due to us, then we shall inform you in writing by email before cancellation.

5. Price and purchase of Tickets and payment

5.1 All prices are subject to change at any time before you place your order and are inclusive of Value Added Tax unless otherwise stated.

5.2 What fees will I be charged There may be processing fees for purchasing Tickets. Delivery charges and other fees will be confirmed to you during the order process.

5.3 Are there any concessions Concessions may be offered on some Tickets however, these may be withdrawn at any time before you order. Where a concession is and you take advantage of it, proof of your identity and concession entitlement may be required at the Venue.

5.4 When will the price of the Ticket be confirmed The Ticket price will be the price when we accept your order. However, your order will not be confirmed until full payment is received from you.

5.5 How we will accept your order Our acceptance of your order will take place when you confirm your order and make payment in full. We will email you to confirm your order, at which point a binding agreement will come into existence between you and us.

5.6 If we cannot accept your order If we are unable to accept your order for any reason, we will inform you of this by email and will not charge you.

5.7 Your order reference We will assign an order reference to your order and tell you what it is when we accept your order. It will help us if you can tell us the order reference whenever you contact for any reason. This will be found in the order confirmation and invoice.

5.8 The price of Tickets advertised on our Site may not be the same price that you are invoiced. This is because some of the Tickets that we advertise may be wrongly priced, for example due to inaccurate pricing information received from the Event Organiser. Once we establish that the price is incorrect, we will do the following: 

5.8.1 Where the correct price at the time you purchase is lower than the advertised price, we will charge you the lower price for the Ticket.

5.8.2 Where the correct price is higher than the price advertised, we will contact you by e-mail or telephone for your instructions before we accept your order for the Tickets at the revised price. If you do not inform us within 7 days that you wish to purchase the Tickets at the correct price then we shall no option but to cancel your order for the tickets. Monies previously paid by you for purchasing of the Tickets will be credited back to your debit or credit card in full as soon as possible but in any event within 21 days of your order. We will not be liable for losses of any kind, nor will we offer any compensation for any reason.

5.9 How to pay When ordering Tickets through our Site you will need to complete the order process and make a payment by BACS, debit or by credit card. For corporate bookings, we will invoice you as per the corporate agreement payment terms.  All major credit and debit cards are accepted.

5.10 Ticket purchases are subject to credit or debit card verification and other security checks. We are obliged in law to verify your use of debit and credit card and may do additional checks and request further information in order to comply with our obligations in law. Your order may be cancelled if the verification process is not completed for any reason or if payment is not made in full.

6. Refunds and exchanges

6.1 Refunds or exchange of Tickets can only be allowed in certain circumstances Once Tickets have been purchased, they can only be returned, exchanged or refunded if it was due to our error, or cancelled or rescheduled by the Event Organiser, or the Event has changed significantly in some way.

6.2 Where we are in error You will be entitled to a full refund including any booking fees And other charges if we fail to fulfil an order. Failure to do so may be caused by our negligence, or if we have failed to do something or not do something or if we breach the contract between us.

6.3 Where the Event Organiser cancels the Event Should the Event Organiser cancel the Event and the Event is not rescheduled, and the Event Organiser agrees to a refund, your order will be cancelled, and you will receive a refund for your Tickets. In these circumstances, we are not able to refund our booking fees because Event cancellations are outside our control. 

6.4 Where an Event is rescheduled Your tickets will usually be valid for the new rescheduled date. If you cannot attend the rescheduled Event you must inform us and request a refund from us no later than 60 days before the date of the rescheduled Event. Requests for refunds will not be accepted if they are received after this time. Once your request for a refund is accepted by us and the Event Organiser we will refund you. Please note that our booking and other fees cannot be refunded.

6.5 Where the Event has changed significantly A significant change might include for example a change of Venue, or the headline performer is replaced by another performer. If you do not wish to attend the altered Event for any reason and require a refund that is agreed by us and the Event Organiser, then you must inform us no later than the deadline specified above in clause 6.4. 

6.6 Should any Event be cancelled due to weather conditions, then any refund or compensation will not be more than that payable under the Event Organiser’s terms and conditions or those of the Venue.

6.7 Who is responsible for cancelling, rescheduling and changing Events The Event Organiser is responsible for decisions to cancel, alter or reschedule Events and for authorising refunds and compensation.

6.8 Will a refund be given for damaged, lost or stolen Tickets No refunds are offered for damaged, lost or stolen Tickets or if different seats than those purchased by you, are offered by the Event Organiser or the Venue. Duplicate Tickets may be available at the discretion of the Event Organiser or Venue. If duplicate tickets are authorised then an administrative charge may be incurred.

6.9 Compliance with these Terms No refunds will be made if you fail to comply with these Terms and terms and conditions applicable to an Event.

6.10 Void Tickets are not refundable.

6.11 Where a refund is agreed, we require you to return paper Tickets to The School Trip Group Ltd, Forma House, 40 Bowling Green Lane, London, England, EC1R 0NE. You are responsible for ensuring returned tickets are safely returned to us. We cannot accept liability for Tickets being lost in the post.

6.12 Where Tickets have been sent to you electronically, you will be required to provide evidence of payment together with your contact details and order reference.

6.13 Where a refund is agreed, your payment will be refunded using by the same method of payment that was used to purchase the tickets.

7. Cancellation or re-scheduled Events

7.1 Sometimes, an Event may be cancelled or postponed. In the event of cancellation or postponement of an Event, we will make reasonable efforts to inform you using the contact details provided by you during the order process. However, it is your responsibility to check if the Event is going ahead on the scheduled date and Venue. We cannot be held liable for any expenses you incur in respect of travel, accommodation, or otherwise arising from cancellation or postponement of an Event.

8. Resale of Tickets

You or anyone in your party may not resell or transfer a Ticket if prohibited by law. Any resale or transfer (or attempt to resell or transfer), may entitle us or the Event Organiser to cancel the Tickets without refund or compensation.

9. Void Tickets

Tickets obtained in breach of these Terms shall be void.

10. Delivery and collection of Tickets   

10.1 Following completion of the order process and after payment in full, Tickets will be sent to you either electronically (“e-tickets”) by email, or by post, or made available for collection by you at the Venue. Confirmation of your order will show your preference as to how Tickets will be delivered to you.

10.2 Tickets will be sent to your billing address as soon as possible, however, it is not possible to give an exact date. An estimated delivery date may be given but the date of delivery is not guaranteed.

10.3 If it is not possible to post tickets out due to the Event taking place within 7 days, or due to circumstances beyond our control, we reserve the right to make Tickets available at the Venue box office or at another collection point. If this is necessary, we will contact you by email or telephone or by post with details.

10.4 All tickets will be posted to you at least 7 days before the Event takes place, unless you have requested to collect them from the Venue box office. If you have not received your Tickets by post or email 3 days before the Event then you should contact us as soon as possible.

10.5 E-tickets are generally issued immediately following confirmation of your payment however, the e-tickets may be issued up to 7 days before the event.

10.6 Where Tickets are to be collected from the Box Office, they must be collected by the debit or credit cardholder in person. The debit card or credit card must also be presented on collection. 

10.7 We strongly advise you to check your Tickets on receipt, as it may not be possible to rectify mistakes later.

11. Liability

11.1 We do not exclude or limit in any way our liability to you where it would be unlawful to do so This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation or for breach of your legal rights in relation to the services provided to you.

11.2 Nothing in these Terms seeks to exclude or limit our liability for failing to perform our services with reasonable care and skill or in accordance with the information provided by us about the services or about us.


11.3 Your legal rights Nothing in these Terms seeks to exclude or limit your legal rights as a consumer. For more details of your legal rights, please refer to your local Citizens Advice Bureau or Trading Standards Office.

11.4 We do not compensate you for all losses caused by us or our services We are responsible for losses you suffer caused by us breaking this contract unless the loss is:

11.4.1 Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

11.4.2 Caused by a delaying event outside our control. As long as we have taken the steps set out in Clause 16 entitled “We are not responsible for delays outside our control”, we will not be responsible for any losses incurred by you. 

11.4.3 Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use. 

11.4.4 A business loss. We will not be liable for any loss you suffer in connection with your trade, business, craft or profession.

11.4.5 We do not organise Events We do not organise Events and accept no responsibility or liability of any kind for the delivery, quality, performance or security of an Event; or for any loss or damage suffered by a ticketholder at or in connection with an Event, including loss, damage or theft of any personal property; or for any loss of amenity or enjoyment suffered by a ticketholder in connection with an Event; or for any breach of the Event’s terms and conditions on the part of the Event Organiser, save only to the extent such liability cannot be limited in law.

11.4.6 We are not responsible for your losses We are unable to accept responsibility for any losses you incur due to the cancellation or rescheduling of an Event. Any arrangements that you have made including travel, accommodation and hospitality are at your own risk.

11.4.7 What losses are covered Where refunds are allowed by the Event Organiser, such refunds for the cost of the Ticket may be covered by the Event Organiser or Venue. We are not responsible for or liable for any losses other than those detailed under clause 6 above.

11.4.8 We, or the Event Organiser, or the Venue, are not responsible for any loss, theft or damage of your personal belongings unless caused by our negligence, or the negligence of the Event Organiser, or the negligence of the Venue.

12. How we use your personal information (Data Protection) 

12.1 All personal information that we may use will be collected, processed, and held in accordance with the provisions of UK General Data Protection Regulation (“GDPR UK”) and your rights under the Data Protection Act 2018.

12.2 For complete details of our collection, processing, storage, and retention of personal data including, but not limited to, the purpose(s) for which personal data is used, the legal basis or bases for using it, details of your rights and how to exercise them, and personal data sharing (where applicable), please refer to our Privacy Notice available here https://theschooltrip.co.uk/privacy-policy/

13. Attending Events and conditions for admission

13.1 Event Organisers and Venues always reserve the right to refuse admission to an Event and tickets are issued subject to the rules and regulations of the venue. Any Ticket holder who is refused entry or who is ejected from the Venue for any reason, will not be offered refunds. refused entry or are ejected from a venue for any reason. Unauthorised use of photographic and recording equipment at venues is usually prohibited.

13.2 Whilst at the Venue, the management may conduct, and you agree to comply with, security checks and searches. Any item that the Venue management deem to be dangerous, or cause disruption will be confiscated.

13.3 When you attend an Event you are agreeing to be filmed and sound recorded as members of the audience. You also agree that the Event Organiser can use such films and recordings for any reason without payment to you.

13.4 You must not turn off your mobile phone and any other electrical equipment during the performance of the Event. 

13.5 You are forbidden from bringing into the venue any marketing, promotional or sponsorship materials.

13.6 You must not bring bottles, cans or glass containers or consume any beverages of food whilst in the Venue other than that which is sold at the Venue.

13.7 You must not bring animals to the Venue, except guide dogs or other assistance dogs.

13.8 You are forbidden from bringing into the Venue any potential weapon including sharp or pointed objects such as knives, illegal substances, laser pens, fireworks, flares or smoke bombs.

13.9 All Ticket holders must comply with health and safety rules and procedure at Venues whilst attending an Event.

13.10 If you have any access requirements to enter any Event, you should inform us about this before you purchase Tickets or contact the Event Organiser directly.

14. What happens if there is a complaint or dispute with us?

14.1 We always welcome feedback from our customers and, while we always use all reasonable endeavours to ensure that your experience as a customer of ours is a positive one, we nevertheless want to hear from you if you have any cause for complaint.

14.2 All complaints are handled in accordance with our complaints handling policy and procedure, available from https://theschooltrip.co.uk/complaints-policy/ 

14.3 If you wish to complain about any aspect of your dealings with us, including, but not limited to, these Terms, please contact us in one of the following ways:

14.4 Our complaints policy Our Customer Service Team: 020 8064 0974 will do their best to resolve any problems as per our Complaints policy: https://theschooltrip.co.uk/complaints-policy/ 

14.5 Resolving disputes without going to court. If your problem cannot be resolved through negotiation within 21 days, then you and us may attempt to settle it by mediation. Mediation is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. To commence mediation, you must give written notice to us requesting a mediation. The mediation will be conducted in accordance with the Society of Ticket Agents and Retailers (“STAR”) Code of Practice and Dispute Resolution Procedure. STAR can be contacted at Blake House, 18 Blake Street, York, YO1 8QG or via its website at https://www.star.org.uk/dispute-resolution/, or by telephone on 01904 234737. We are members of STAR, and they provide a free and approved dispute resolution service for customers of STAR members. If you are not satisfied with the outcome you can still go to court. 

14.6 You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in. 

15. Other important terms apply to the contract between us and these Terms

15.1 We can transfer our contract with you, so that a different organisation is responsible for supplying your Tickets. We will tell you in writing if this happens and We will ensure that the transfer will not affect your rights under the contract. 

15.2 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

15.3 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these Terms are unlawful, the rest of the Terms will continue to apply.

15.4 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like not paying) or for doing something you are not allowed to, but that doesn’t mean we cannot do it later.

16. We are not responsible for delays outside our control

16.1 We will not be liable for any failure or delay in performing our obligations where that failure or delay results from any cause, that is beyond our reasonable control.  Such causes include, but are not limited to: power failure, internet service provider failure, industrial action by third parties, civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism, acts of war, governmental action, epidemic, pandemic or other natural disaster, or any other event that is beyond our reasonable control. This clause does invalidate the Terms in clause 8 Liability, in any way.

17. We can change these Terms and our services

17.1 Changes we can always make. We can always change a service to reflect changes in relevant laws and regulatory requirements; and

17.2 to make minor technical adjustments and improvements, for example to address a security threat. These are changes that do not affect your use of our Services

18.  Which laws apply to this Agreement and where you may bring legal proceedings

These Terms are governed by English law. You can bring legal proceedings in the English courts. If you live in Scotland, you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the English courts.