Terms and Conditions - Online Museum Sales Tours
The Wimbledon Lawn Tennis Museum and Grounds Tours
Terms and Conditions of Supply
These Terms and Conditions apply when you purchase tickets or vouchers for Tours of the Grounds at the All England Lawn Tennis Club, Church Road, Wimbledon, SW19 or admission to the Wimbledon Lawn Tennis Museum either through our website, or over the telephone (by calling +44 (0)20 8946 6131) or on site.
Please note that these terms and conditions do not apply to tickets to attend The Championships, which can be found here.
Please read these terms carefully before you submit your order to us, particularly clause 6 (which permits us to make changes), clause 9 (setting out your rights in relation to cancellation) and clause 12 (which limits our liability to you, in certain circumstances).
These terms tell you who we are, how we will provide products to you, how each of us may change or end the contract, what to do if there is a problem and any other important information.
1 WHO WE ARE
1.1 We are The All England Lawn Tennis Club (Championships) Limited. We are a UK registered company (number 07546773) located at the All England Lawn Tennis Club, Church Road, Wimbledon, London SW19 5AE.
1.2 You can contact us either by telephoning our customer service team at +44 (0)20 8946 6131 or by writing to us at [email protected].
1.3 We may contact you either on the telephone number or at the email address that you have provided to us when purchasing your tickets or vouchers.
1.4 For the purpose of these terms, references to ‘writing’ or ‘written’ will include emails.
2 OTHER DOCUMENTS
These terms together with the following documents set out the terms on which you may use our website and order products:
2.1 Our Terms of Use contained here set out the terms on which you may make use of our website;
2.2 Our Acceptable Use Policy contained here sets out the permitted uses and prohibited uses of our website. When using our website, you must comply with this Acceptable Use Policy;
2.3 Our Privacy Policy contained here sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our website, you consent to such processing and you warrant that all data provided by you is accurate; and
2.4 Our Cookie Policy contained here sets out information about the cookies on our website.
3 OUR CONTRACT
3.1 Our contract with you is formed at the point when you receive from us a confirmation email with a unique booking reference number confirming receipt either of payment in full (when booking individually) or of your deposit (when booking as a group). Payment for your visit constitutes acceptance of these terms, and payment is subject to clause 7.
3.2 If we are unable to accept your order, or your payment is unsuccessful, you will be informed of this in writing, you will not be charged and no contract will be formed between us.
3.3 These terms, together with:
a) any other terms and conditions referred to in these terms (unless the context provides otherwise);
b) any associated online application form completed, or statements made, by you during the booking process;
c) the scripted information read out to you (if purchasing tickets or vouchers over the phone); or
d) any statements contained on our website in relation to our tours,
will form part of our contract with you and comprise the entire agreement between you and us.
4 OUR TOURS AND YOUR TICKETS AND VOUCHERS
4.1 We offer a number of educational, private or public tours, the full range of which is described on our website. Please specify which tour you require at the time of booking.
4.2 We wish to know who attends our tours (for example, for statistical and research purposes). Your tickets and vouchers are issued to you for use by you and those in your group only, and you must provide to us or the authorised vendor from whom you acquired your vouchers (as applicable) your name and the number of people in your group at the time of booking.
4.3 Unless you have our permission in writing, you are not permitted to:
a) transfer your tickets or vouchers to anyone else; or
b) advertise tickets or vouchers for sale for any of our tours.
4.4 Tours may vary from the pictures or descriptions contained on our website. Images of the museum and the tours are for illustrative purposes only. Although we make every effort to ensure that all aspects of the tour and exhibitions in the museum are available on your chosen date and time, we cannot guarantee their availability on every occasion. Further, the duration of your tour may vary depending on the numbers on the tour.
4.5 Make sure you book the correct number of tickets for those in your group. We cannot guarantee spaces on the same tour if you are required to book additional tickets at a later stage.
4.6 If you require any special arrangements (such as disabled access, language requirements or guide dogs) or modifications to be made to your tour, please let us know at the time of booking and we will try to accommodate them.
5 ADDITIONAL PRODUCTS
5.1 We may offer for sale to you some additional products, such as afternoon tea and/or souvenir books. The availability of, and option to purchase, these will be notified to you during the booking process and these products will be made available to you for collection or consumption on the date of your tour.
5.2 Please let us know in advance if you have any dietary requirements and we will try to accommodate them.
6 CHANGES
6.1 If you wish to make changes to your booking or the products you have ordered, please contact us as set out in clause 1.2 and we will let you know if the change is possible.
6.2 If such change is possible, we will inform you of any changes to the price of the products or anything else which would be necessary as a result of your requested change. We will then ask you to confirm whether you wish to go ahead with the change.
6.3 We reserve the right to make changes to our tours to:
a) reflect changes in relevant laws or regulatory requirements; or
b) implement minor adjustments and improvements (such as to the structure, route or duration of your tour) due to ongoing construction, improvement or maintenance work, and/or inclement weather.
6.4 We additionally reserve the right to amend these terms at any time. You are advised to check these terms each time you purchase any of our museum or grounds tours, as any changes will be binding on you. Where any changes have a material impact on your visit, we will use all reasonable endeavours to notify you as soon as reasonably practicable after the change is enforced, in writing.
7 PAYMENT
7.1 The price of the tickets, vouchers and any additional products (VAT inclusive where applicable) will be the price indicated on the order pages when you placed your order or as explained to you over the phone.
7.2 Payment for the tickets, vouchers or tour packages must be made in full at the time of booking, unless you are booking as part of a group, in which case clauses 7.3 and 7.4 apply.
7.3 For groups of 15 or more, booking can be secured by non-refundable deposit in accordance with our group rates, provided that the balance of the payment is made in full not less than 10 working days prior to the date on which the tour is due to take place. These rates will be notified to you at the time of booking. In accordance with clause 3.1 no contract will be formed between you and us until the balance of your payment for your booking has been made to us in full.
7.4 For groups to which clause 7.3 does not apply, booking can be secured as follows:
a) a non-refundable flat rate deposit of £84.00 or
b) to secure a group booking for the Museum only option a non-refundable deposit of £30.00 is required
7.5 In relation to group bookings, where payment of the balance is not made before 10 working days prior to the date on which the tour is due to take place without notification to us, we reserve the right to release the booking for re-sale and retain any deposit paid.
7.6 We accept payments either in cash or by debit or credit card in £GBP only. We reserve the right to charge a nominal transaction fee for payment by credit cards which will be notified to you prior to payment. This may be in addition to any charges or fees that your bank or credit card supplier may charge.
7.7 For some group bookings only, we may additionally accept payment by BACS transfer following the issue of an invoice by us. Please quote the reference number on the invoice at the time of payment. If you think an invoice is wrong please contact us promptly to let us know and we will try to resolve the issue. Your reservation will not be affected during the time that any invoice is queried until such time as it reasonably appears that the query will not be resolved (in which case we will notify you).
7.8 Any promotional discounts, vouchers or London Pass numbers must be presented or notified to us at the time of booking as discounts cannot be applied after the time of purchase (whether paid in full or in part by deposit in advance). When attempting to make payment or part-payment by voucher, London Pass or by a promotional discount, we reserve the right to refuse to accept the relevant voucher, pass or discount if you are in breach of any of the terms and conditions of issue contained on the relevant document and require you to arrange payment by another method set out in clause 7.1.
8 DELIVERY
8.1 We do not send tickets out to you. Your confirmation email and booking reference number will be provided by us at the time of booking and these must be presented to us on the day of your tour to be exchanged for your tickets.
8.2 When you purchase vouchers only, you will be given the option to receive your vouchers in the post to your registered address, otherwise your vouchers will be sent in accordance with clause 8.1. Any costs of delivery will be notified to you prior to payment and we will let you know when your vouchers will be delivered during the booking process and in your confirmation email. Please note that we do not deliver to non-UK addresses.
8.3 If our supply of your vouchers is delayed by an event outside our control then we will contact you as soon as practicable and we will take steps to minimise the effect of the delay.
8.4 If you require your vouchers to be delivered to you before a certain date, please let us know in advance and we will try to accommodate this. We will not be responsible for supplying the tickets or vouchers late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time.
8.5 If you have asked to collect your vouchers from our premises, you can collect them at any time prior to your tour start time during our working hours of 10:00 – 16:45 Monday to Friday.
8.6 It is your responsibility to look after your tickets, vouchers and confirmation email from the time of receipt.
9 CANCELLATION AND REFUNDS
9.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end our contract. Circumstances in which you may decide to end the contract include if:
a) what you have bought is either faulty or mis-described, you may have the right to end our contract or to get the service re-performed or your money back (see clause 14.2);
b) you want to end our contract because of something we have done or told you that we are going to do (see clause 9.2); or
c) you have just changed your mind, you may be able to get a refund if you do so within the specified time (see clause 9.3);
9.2 We reserve the right to suspend or cancel the tour, or to close all or part of the museum where we consider it necessary to do so. In such circumstances we will endeavour to provide as much notice to you as possible and you shall be entitled to receive an alternative date and allotted time for your tour, or to receive a refund in full (in the event of closure) or in part (at our sole discretion).
9.3 We understand that sometimes plans change and we will offer a full refund of the price actually paid for the tickets (but not vouchers, please see clause 9.4) up to 10 working days prior to the date of your tour. Refunds will be given onto the card which you used to make the booking within 14 days of you notifying us. If you book less than 10 working days prior to the date of your tour, any refund will be offered at our sole discretion and clause 9.5 applies. This rule also applies to visitors who have booked as part of a group.
9.4 AELTC issued gift vouchers are valid for 12 months from the purchase date, are non-refundable, have no cash value and are subject to their own separate terms and conditions.
9.5 Where you are unable to notify us, or you book your tour, after the period in clause 9.3 has expired but before close of business on the day of your scheduled tour or museum visit (even where such time is after the time of your scheduled tour), any refund given will be at our sole discretion and may only be given in exceptional circumstances or where we are able to re-allocate the tickets or vouchers (subject always to our capacity limits). We reserve the right to offer to reschedule your visit for a reasonable alternative date and time (within one month of the tour you did not attend) prior to offering any refund.
9.6 Any deposit paid to secure group bookings (whether or not subsequent payment of the balance of the price is made in full) is non-refundable unless:
a) you are unable to attend due to fault on our part; or
b) the enjoyment of your visit is materially diminished (through no fault of your own).
10 DATA PROTECTION
10.1 We will use the personal information you provide to us in accordance with our privacy policy (contained here):
c) to supply the tickets or vouchers to you;
d) to process your payment for the tickets or vouchers; and
e) if you agreed to this during the order process, to inform you about similar products that we provide (but you may stop receiving these at any time by contacting us).
10.2 We will only give your personal information to third parties where the law either requires or allows us to do so or if we have your permission.
11 ATTENDANCE
11.1 Your ticket grants you access only to those areas of our premises that form part of your tour or museum entry. You agree not to gain or attempt to gain access to any other part of our premises at any time without our permission (or encourage others to do the same).
11.2 Your attendance on our tours is subject to the terms and conditions of entry (which can be found here) and any good behavioural requirements or guidelines notified to you. We reserve the right to refuse entry or eject anyone from the museum or the grounds (without issuing a refund) to anyone who:
a) we reasonably suspect is not or will not comply with these terms, the terms and conditions of entry or any additional guidelines; or
b) is in possession of a ticket which has been transferred to them in breach of these terms.
11.3 Attendance by a ticket holder under the age of 16 is permitted provided that they are accompanied by a parent, guardian or other adult over 16 who accepts full responsibility for the minors they accompany and provides adequate supervision of those minors at all times. We reserve the right to require confirmation of age as we consider necessary.
11.4 When booking a group tour with attendees under the age of 16, we require the following ratios of supervising adults to minors at all times on the premises:
a) in the case of children in primary level education, 1 supervising adult for every 5 minors; and
b) in the case of children in secondary level education up to the age of 16, 1 supervising adult for every 10 minors.
11.5 We require you to check in up to 30 minutes prior to your tour’s designated start time. It is your responsibility to attend the premises at the allotted time with your tickets, vouchers or promotional discount codes, confirmation email, unique booking reference number or other discount (such as student identification card or proof of jobseeker’s allowance) as applicable.
11.6 We recognise that you may be delayed in getting to us. If you become aware that you may not be able to arrive on time please contact us by telephone as soon as possible. We will make reasonable efforts to try to accommodate the delay but we cannot guarantee that an alternative day or time will be available.
11.7 In some circumstances and at our discretion, it may be possible for you to join a tour part-way through. No refund will be given for tours attended only in part through no fault of our own.
12 OUR RESPONSIBILITY AND LIMITATION OF LIABILITY
12.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen (for example, if you discussed it with us at the time of booking).
12.2 We will not be liable for any:
a) loss of, or damage to, any personal property which may occur during your tour or on our premises (unless such damage is caused by our failure to use reasonable care and skill); or
b) indirect, special or consequential losses or damages incurred by you that may arise out of or in connection with your booking of, or your attendance on, our tours or museum visits.
12.3 Subject to clause 12.4, our total aggregate liability to you for any losses, costs, damages or liabilities incurred by you as a result of our actions will be limited to double the price actually paid by you for the ticket or voucher.
12.4 Nothing in these terms will limit or exclude our liability for:
a) death or personal injury caused by negligence; or
b) fraudulent misrepresentation.
12.5 If you use our tours as part of or in connection with any commercial or business purpose or venture, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity that you may incur.
13 YOUR RESPONSIBILITY FOR LOSS OR DAMAGE
You (as the ticketholder or parent or guardian of a ticketholder who is a minor) will be responsible for all costs, losses and liabilities incurred by us as a result of any damage to our property caused by you, your actions or the actions of minors under your supervision or control whilst on our premises.
14 OTHER IMPORTANT TERMS
14.1 Our contract is between you (as the ticketholder) and us and no other person or entity shall have any rights to enforce any of its terms.
14.2 We value your feedback. If you have any questions or complaints about any product or our tours, please contact us on the details set out in clause 1.2, or alternatively speak to a member of our staff.
14.3 We shall have no liability to you if we are prevented from, or delayed in, performing our obligations under these terms by events that are beyond our reasonable control.
14.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.5 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
14.6 Our contract and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales and each of you and us irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with our contract or its subject matter or formation (including non-contractual disputes or claims).
