Tickettree.com will strive in all instances to provide the very best level of customer service. These terms and conditions are your guarantee of this, and aim to answer any queries you may have about your booking with us.
Booking with Tickettree.com can be made over the telephone or via our website. These terms and conditions aim to cover bookings made using either of these methods.
Making a booking
Bookings can be made over the telephone or through our website at www.tickettree.com. In all cases, bookings must have a nominated party leader, who will be responsible for payment to us and must be aged 18 or over. Reservations can be made on behalf of friends, relatives or co-workers by advising us of this in advance.
All bookings made through our website will be confirmed to you via e-mail as soon as we are able to do so. Upon request and the provision of an e-mail address, telephone sales will also be confirmed in this manner.
Upon completion of a booking, a binding contract between us is made, which is governed by English law.
Payment
Tickettree.com accepts payment via credit/debit card over the telephone or through our website. There is no surcharge for such payments.
Tickettree.com offers a facility for all bookings made through a website that occur at least six weeks into the future to be secured with an initial payment of 50%. All outstanding balances must be settled no less than one calendar month before the first night at the hotel. All outstanding balances are to be settled over the telephone, and it is the customer’s responsibility to ensure that these are finalised within the specified time period of four weeks. Reminders of balances can be e-mailed upon request to us.
Cost
We will advise you of all costs at the time of booking. All costs shown on our website are inclusive of VAT at the prevailing rate. Payment is always accepted in British Sterling. Upon request, we will provide quotes in alternative currencies, which are always based upon the most recently available exchange rate from Sterling and are for illustrative purposes only. In all cases, the price in British Sterling will take precedence.
We do not charge for credit/debit cards, or for postage.
Delivery
The default option for delivery your package is via the post. All tickets and hotel accommodation will be sent to the billing address on the credit card used at the time of booking, unless:
1. A request is made at the time of for theatre tickets to be left at the Box Office of the theatre, in which case confirmation will be provided via e-mail
2. The show is due to take place within seven days of the booking being made, in which case all tickets will be left for collection at the Box Office, and your package confirmed via e-mail
We use the regular post to dispatch tickets. If for any reason your package details have not arrived within 48 hours of the first night at the hotel, please advise us of this by telephoning on 01482 221 256 or via e-mail to enquiries@tickettree.com, and we will issue an instruction to have tickets left at the Box Office for collection, and the package will be confirmed to you via e-mail.
All details are sent using envelopes with our return address marked upon them. Plain envelopes can used upon request.
Amendments
Any amendments to a package made with us can be requested by writing to us or via e-mail. While we will always endeavour to facility such requests, we cannot guarantee that this will be possible and additional costs may be incurred, which customers will be advised of prior to proceeding.
On rare occasions, we may need to make amendments to a booking owing to unavailability and reserve the right to do so.
On occasion, we may to need make a change to either the accommodation standard (ie, from 5* to 4*), or change the accommodation area. Should this be necessary, a range of options will be provided:
a) Acceptance of this amendment
b) Amending your theatre break to incorporate an alternative hotel – should the revised hotel be of a lesser price then this will be refunded back to you, should it exceed the price already paid then no charges will be levied
c) Cancellation of the break, in which case a refund will be provided
Cancellations by you
All requests for cancellation must be submitted to us in writing either via the post or using e-mail. Except for packages in which the first night at the hotel is within seven days, you can cancel free of charge by 5pm on the day of booking.
Cancellation requests made later than the date of booking will be refunded in two stages: firstly, a refund will be issued for the hotel accommodation, and secondly a refund will be issued pertaining to the re-sale value we achieve for any tickets already purchased for a package. Please note that in any instance it may be necessary to levy an additional charge to cover administration and credit/debit card charges, which will be outlined at the time of cancelling. In addition to this, any hotel specifically designated as being "non-refundable", which is noted in the "Important Information" section in the hotel prior to completing a booking, will incur a 100% cancellation charge for the accommodation.
Beyond this, Tickettree.com will always endeavour to provide the greatest possible refund in the event of cancellation.
Cancellations by us or a 3rd party
In the event that your show or event is cancelled prior to the date of travel we shall contact you and offer the option of a full refund, a partial refund of the cancelled package element or offer an alternative event as a substitute.
In the situation where the show or event is cancelled on or after the first night of your stay or during its running we shall offer the option of a partial refund to the value of the cancelled event or attempt to organise for you an alternative show or event taking place at a later date.