Please read the following important terms and conditions before you buy any of our services and check that they contain everything which you want and nothing that you are not willing to agree to.

PLEASE NOTE NEW TERMS AND CONDITIONS AS OF 16 MARCH 2020 ADDED IN LIGHT OF THE GLOBAL CORONAVIRUS PANDEMIC

Summary of some of your key rights:

By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, SI 2013/3134 say that we must give you certain key information before a legally binding contract between you and us is made (see below). We will give you this information in a clear and understandable way. Some of this information is likely to be obvious from the context. Some of this information is also set out in this contract, such as information on our complaint handling policy.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that in most cases, you can cancel within 14 days. If you agree the service will start within this time, you may be charged for what you’ve used.

The Consumer Rights Act 2015 says:

you can ask us to repeat or fix the service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it;

if a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable;

if a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 03454 04 05 06.

The information in this summary box summarises some of your key rights. It is not intended to replace the contract below, which you should read carefully

This contract sets out:

  • your legal rights and responsibilities;
  • our legal rights and responsibilities; and
  • certain key information required by law.

In this contract:

  • ‘We’, ‘us’ or ‘our’ means Hen Queens Limited; and
  • ‘You’ or ‘your’ means the person using our site to buy goods from us.

If you don’t understand any of this contract and want to talk to us about it, please contact us by:

  • email – Hannah@henqueen.co.uk and we will respond to your email from Monday to Saturday 9am to 6pm; or
  • telephone 07891879975 we will answer you calls from Monday to Saturday 9am to 6pm.

 

 

Introduction

If you have booked overnight accommodation through us in addition to another service, then The Package Travel and Linked Travel Arrangements Regulations 2018 will apply to your booking as described in The Package Travel and Linked Travel Arrangements Regulations 2018 (the “Regulations 2018”)

The Regulations 2018 will apply to you where at least two out of the three following situations are included for offer within the price of your booking:-

  1. (a) transport
  2. (b) overnight accommodation
  3. (c) other tourist services

Transport we do not provide as part of your booking. We can and do provide high quality accommodation which our customers can choose to book with us, and we provide a range of other high quality tourist services for our customers. Booking overnight accommodation and any other service as part of your package means you are covered by the Regulations 2018.

Your Key Rights under the Regulations 2018

  1.  You will receive all essential information about the package before entering into a contract with us.
  2.  There is always at least one trader who is liable for the proper performance of all the travel services included in the contract. We do not provide transport and the extent of our services is confined to the other two categories: accommodation and other tourist services.
  3.  We will provide you with an emergency telephone number and/or details of a contact point where you can get in touch with the us. Our emergency telephone number is 0117 336 1817.
  4.  You are able to transfer the package to another person, on reasonable notice and possibly subject to additional costs.
  5.  The price of the package may only be increased if specific costs rise and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
  6.  You can terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
  7.  You can terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
  8.  Under Clause 5, below, you are entitled to cancel your order at any time within 14 days of placing it, without any need to give a reason as to why. Please see Clause 5 for further details. Subsequent to this 14 day period, you may terminate a package any time before the start of the package but if you do, you will be required to pay an appropriate and justifiable termination fee to the organiser, taking into account expected cost savings and income from alternative deployment of travel services.
  9.  You also have the right to terminate the package travel contract without paying a termination fee if unavoidable and extraordinary circumstances occur at the place of destination or its immediate vicinity. Unavoidable and extraordinary circumstances are defined as a situation beyond the control of the party who seeks to rely on such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare, other serious security problems such as terrorism, significant risks to human health such as the outbreak of a 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 destination as necessary for the performance of the package contract or to make it impossible to use the accommodation or services in the contract, safely. If you do terminate the contract then we, the organiser, will provide a full refund without undue delay and in any event no later than 14 days after termination.
  10. If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to you, the traveller, at no extra cost. The traveller may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem. You are entitled to a price reduction and/or compensation for damages where the services are not performed or are improperly performed.
  11.  We have to provide assistance to you if you are in difficulty when using the accommodation or services. In the event of you requiring assistance, please contact us using our contact details given in this agreement.
  12. If we, the organiser, or the retailer become insolvent, your payments will be refunded. We have taken out insolvency protection with Mark Richard insurance its contact details are, and its postal address is High St, Bristol BS16 5HQ. You may contact 0117 923 1342 if services are denied because of our insolvency.

 

  1.  The Package Travel Regulations 2018 can be found on: https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents
  2. If you have not purchased accommodation as part of your events package, and as we do not provide transport at all, your booking will be outside Regulations 2108 and, in such an instance, only the other provisions of this contract, rather than the Regulations 2018, will apply to your booking for services.
  3. If there is any inconsistency between the terms of this contract and the applicable Regulations 2018, the applicable Regulations 2018 shall prevail where there has been a booking made for a package which includes both accommodation and other services.

Who are we?

We are Hen Queens Limited. We are registered in England and Wales under company number: 12094640.

Our registered office is at: 12 Whiteladies Road Clifton, Bristol, United Kingdom, BS8 1PD .

The details of this contract will not be filed with any relevant authority by us.

  • Introduction
    • If you buy an event package from us you agree to be legally bound by this contract.
    • We provide a service of supplying event packages to you the consumer.
    • This contract is only available in English. No other languages will apply to this contract.
    • When buying any event package you also agree to be legally bound by:
      • these, our terms and conditions;
      • extra terms which may add to, or replace some of, this contract. This may happen for security, legal or regulatory reasons. We will contact you to let you know if we intend to do this by giving you one month’s notice; and
      • specific terms which apply to certain event packages. If you want to see these specific terms, these are available on request and drawn to your attention when booking.
    • The packages and services provided under this contract are subject to the terms and conditions in this contract and the applicable terms and conditions of any third party provider of accommodation and/or services provided under this contract. The terms and conditions of any third party which are applicable to any accommodation and/or service provided under this contract shall be given to you before the making of this contract. If there is any inconsistency between the terms of this contract and the terms and conditions applicable to it of any third party provider, the terms and conditions of the third party provider shall prevail as far as is allowed under the law.

All of the above documents form part of this contract as though set out in full here.

  • Information we give you
    • By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:
      • read the acknowledgement email (see clause 4.2.1); or
      • contact us using the contact details at the top of this page.
    • The key information we give you by law forms part of this contract (as though it is set out in full here).
    • If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.
  • Your privacy and personal information
    • Our Privacy Policy is available on our website and on request.
    • Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.
  • Ordering event packages from us
    • Below, we set out how a legally binding contract between you and us is made.
    • When placing an order for an event package, please read and check your order carefully before submitting it.
      • When you place your order we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.
      • We may contact you to say that we do not accept your order. This is typically for the following reasons:
        • the events package is unavailable;
        • we cannot authorise your payment;
        • you are not allowed to buy the event package from us for example because you are under 18yrs old;
        • we are not allowed to sell the event package to you;
        • there has been a mistake on the pricing or description of the events package.
      • We will only accept your order when we email you to confirm this (Confirmation Email). At this point:
        • a legally binding contract will be in place between you and us; and
        • we will arrange for the events package to be prepared for
      • If you are under the age of 18 you may not buy an event package from the site. You may not be able to buy certain services because you are too young.
      • Please note twenty percent of the final price when ordering an event package is a fee for the facilitation and arrangement of said package by us.
    • Right to cancel this contract
      • You have the right to cancel this contract within 14 days without giving any reason.
      • The cancellation period will expire after 14 days from the day on which you contract for the services.
      • To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement in an email, by telephone or by post. You can use the model cancellation form set out in the box below, but it is not obligatory.
Cancellation form

To Hen Queens Limited, 12 Whiteladies Road Clifton, Bristol, United Kingdom, BS8 1PD,  telephone number 0117 336 1817, and email address hannah@henqueens.co.uk

I/We ……………. hereby give notice that I/We …………. cancel my/our ……… contract of for the supply of the following service ………..,

Ordered on ……./received on ……….,

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

 

  • To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

 

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that in most cases, you can cancel within 14 days. If you agree the service will start within this time, you may be charged for what you’ve used.

The Consumer Rights Act 2015 says:

you can ask us to repeat or fix the service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it;

if a price hasn’t been agreed upfront, what you‘re asked to pay must be reasonable;

if a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 03454 04 05 06.

  • This information in italics summarises some of your key rights. It is not intended to replace this contract for services, which you should read carefully.
  • Effects of cancellation
    • If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery where applicable (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
    • We may make a deduction from the reimbursement for loss in value of any goods or services supplied or, if the loss is the result of unnecessary handling by you.
    • We will make the reimbursement without undue delay, and not later than:
      • 14 days after the day we received back from you any goods supplied; or
      • (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
      • if there were no goods or services supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
    • We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
  • Delivery
    • We use the service providers who supply the goods and services which comprise our event packages, to deliver those event packages that you choose to buy from us.
    • The date and time of the event that you book with us during which the event package that you purchase from us will be delivered is set out in the Confirmation Email (see clause 4.2.3).
    • If something happens which:
      • is outside of our control; and
      • affects the estimated date of delivery of the event package;

we will let you have a revised estimated date for delivery of the event package.

  • Delivery of the event package will take place when they are delivered to you at the event you have booked with us.
  • We cannot deliver the goods and services which comprise the events package to you if we are unable to properly identify you. Please provide our us with a form of ID (passport or photocard driving licence).
  • Unless you and we agree otherwise, if we cannot deliver your events package to you at the time of the event you have booked, we will:
    • let you know;
    • cancel your order; and
    • give you a refund.
  • If you are unable to attend the event which you have booked please inform us prior to the event.
  • Payment
    • We accept the following credit cards and debit cards: Visa, Mastercard, Visa Debit and Bank transfer.
    • We will do all that we reasonably can to ensure that all of the information you give us when paying for the events package is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part, any failure by us to comply with this contract or ourPrivacy Policy (see clause 3) or breach by us of our duties under applicable laws we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.
    • Your credit card or debit card will only be charged when the goods and services which are part of the events package are provided to you.
    • All payments by credit card or debit card need to be authorised by the relevant card issuer. We may also need to use extra security steps via:
      • Verified by Visa:
      • Mastercard®SecureCodeTM:
      • American Express SafeKey:
    • If your payment is not received by us and you have already received the goods and services that comprise the events package, you:
      • must pay for such goods and services within 14 days;
    • Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under clauses 5 and 6.
    • The price of the events package:
      • is in pounds sterling (£)(GBP);
      • includes VAT at the applicable rate;
    • Faulty services
      • Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out above in this contract. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please:
        • contact us using the contact details given above; or
        • visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 04 05 06.
      • Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
      • Please contact us using the contact details at the top of this page, if you want:
        • us to repeat the services by providing a second events package;
        • us to fix the events package;
        • a price reduction; or
        • a refund.
      • End of the contract

If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

  • Limit on our responsibility to you
    • Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for:
      • losses that:
        • were not foreseeable to you and us when the contract was formed; or
        • that were not caused by any breach on our part;
      • business losses; and
      • losses to non-consumers.
    • Disputes
      • We will try to resolve any disputes with you quickly and efficiently.
      • If you are unhappy with:
        • our service to you; or
        • any other matter,

please contact us as soon as possible.

  • If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:
    • let you know that we cannot settle the dispute with you; and
    • give you certain information required by law about our alternative dispute resolution provider.
    • You may also use the online dispute resolution (ODR) platform to resolve the dispute with us. For more details, please visit the website on the ‘Your Europe’ portal: https://webgate.ec.europa.eu/odr.
  • If you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to this contract.
  • The laws of England and Wales will apply to this contract.
  • Third party rights:
  • No one other than a party to this contract has any right to enforce any term of this contract.

PLEASE NOTE THE FOLLOWING NEW TERMS AND CONDITIONS AS OF 16 MARCH 2020 IN LIGHT OF THE GLOBAL CORONAVIRUS PANDEMIC:

  • If your group is travelling imminently* and become affected by Coronavirus we will offer a comparable alternative option**.
  • We are not able to offer a refund if your group is not travelling imminently* as the government may recall or change advice closer to the time.
  • You have the right to decline a comparable alternative.
  • We are only responsible for services we have booked.
  • We cannot offer compensation to groups affected by Coronavirus.
  • We cannot offer a refund to customers who are merely disinclined to travel.
  • These terms and conditions are applicable to the destination location NOT the group’s departure location.
  • We are not responsible if any of the group contract Coronavirus on a weekend booked by us.

*imminently = 2 weeks

**comparable alternative = moving your booking to another weekend

Signed by the Consumer acknowledging that they are bound by these terms and conditions  

………………………