Tickets and Event Terms & Conditions 

We are committed to providing you an excellent user experience when you use this site to buy tickets. If you have any questions about the tickets service or these terms we would be delighted to help. If the query relates to these terms, please raise it with us prior to purchasing any tickets. You can contact us [email protected]

Definitions and interpretation:

“Event” means Its Mental Live

“Organiser” means The Wellbeing Experience Ltd

“Tickets” means tickets including paper and electronic tickets for the Event for the right to attend the Event.

“Venue” means any facilities or locations of any nature where the Event is being held.

“You” means you. “Your” shall be read accordingly.

Introduction and how these terms apply:

These terms apply to the sale and/or use of Tickets bought from this site. There are additional terms and information which are detailed as an addendum to these terms. They are also stated on the Frequently Asked Questions (FAQ’s) section of the Event website.

We recommend that you read all of these terms, and the answers to the ‘Frequently Asked Questions’ prior to purchasing a Ticket.

By purchasing these tickets, you are agreeing to be bound by these terms and the conditions, and the additional terms and information detailed in the addendum section.

These will form a legally binding contract so please do take the time to read them and make sure you understand them. If you use the site or the ticket services on the site, you will be agreeing to accept these terms. If you do not agree to accept them, you must not use the site or the ticket services on the site.

We recommend you review the terms each time you purchase Tickets from the site and print a copy of them for your future reference as we intend to rely upon them. If you are uncertain about your rights or think the terms are not complete/accurate, please contact us before placing an order so we can discuss your query/concern.

Changes to these terms:

We reserve the right to change, modify, add to, or delete portions of these terms at any time including to reflect changes affecting the Ticket services, Ticket Provider requirements, payment methods, relevant laws and regulatory requirements.

If we do change the terms, we will post the date of the changes on this page. You are responsible for regularly reviewing these terms so that you are aware of any changes. Your continued use of the site after any such changes constitutes your acceptance of the new terms and you will be subject to the policies and terms in force at the time that you order the relevant Tickets from us. If you do not agree to (or are unable to comply with) the terms as amended, please do not continue to use the site.

You must be at least 18 years of age to agree to, and enter into, a contract on your own behalf and to register for use of this site.

By registering, you agree that (i) you have read, understood and will be bound by these terms and any Additional Terms (frequently asked questions, as applicable) indicated on the site; (ii) you comply with the age requirements; (iii) you will comply with any instructions given to you by the site events team, including any representatives, and (iiii) you have provided accurate and truthful information in the registration process.

Personal Information:

You will be required to complete the purchase process by providing certain information (name, email address, address, and telephone number).

By using the site you agree we may hold, store and use the personal information you provide for the purpose of providing the Ticket services. For further information on this please see our privacy policy.

It is your responsibility to keep us updated with any changes to your details (including contact address, telephone number or email address). Please do update us on any changes promptly as we will use the details, we have to despatch tickets, notify you of cancellations etc. We cannot be held responsible for any tickets which are not received by yourself as a result of you not updating your address or personal details. No refunds or re-printing of tickets will be offered.

Tickets:

All Tickets are sold subject to availability and to these terms.

Tickets may be restricted to a maximum number. Any such restriction shall be notified to you at the time you book the Tickets. We reserve the right to cancel Tickets purchased in excess of this number, without prior notice unless the excess purchase was due to our error.

It is your responsibility to check your Tickets when you receive them as if you have made a mistake it cannot always be rectified after purchase. Please check your Tickets on receipt carefully and contact us immediately by emailing us at [email protected] if there is a mistake.

A valid Ticket must be produced for entry to the Event. Removing any part of, altering or defacing the Ticket may invalidate your Ticket.

Please keep your Tickets safe. We will not be responsible for any Ticket that is lost, stolen or destroyed. Refunds will not be made on lost or unused tickets. 

Ownership or possession of a Ticket does not confer any rights (by implication or otherwise) on you to use, alter, copy or otherwise deal with any of the symbols, trademarks, logos and/or intellectual property appearing on the Ticket.

Placing an order and price and payment:

The contract for the purchase of any Ticket will be between you and the Organiser. These contracts will only be formed when the Organiser has received payment in full for the Ticket(s). Until such time there is no contract between you and the Organiser for the Ticket(s) or related services. The Organiser reserves the right in its sole discretion to reject any order it receives.

The price of any Ticket will be as quoted on this site at the time we accept your order, except in the case of obvious error. This price will include VAT where applicable but is exclusive of any booking fee and collection or delivery fee which will be indicated to you during the order process (including on the breakdown of costs on the order page and confirmation of order page). Prices are subject to change at any time.

We use our best efforts to ensure that the prices of Ticket(s) displayed on our site are correct. If an error or inaccuracy is discovered and we have not yet taken payment we will normally reject your order for Tickets and notify you of such rejection. You will then be able to order the Tickets at the correct price if you wish (subject to availability).

We are under no obligation to provide the Ticket(s) to you at the incorrect (lower) price if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a pricing mistake. We reserve the right to withdraw from any contract in the case of obvious and unmistakable pricing errors.

Payment for all Tickets must be made by Visa or MasterCard. By providing the details of a credit or debit card, you confirm that you are authorised to purchase the Tickets and that you are the holder of the relevant credit or debit card or are expressly authorised to use this to purchase the Tickets.

We use a third party payment provider to assist us to process payment.

We reserve the right to cancel bookings which we reasonably suspect to have been made fraudulently or bookings we suspect have been resold or transferred without our approval.

Any credit notes or discounts offered outside of the standard ‘Early Bird’ ticket release can only be redeemed against full price tickets and cannot be used in conjunction with any other offer. If you wish to purchase tickets using a credit note or special discount you will need to do this via email [email protected]. Working hours are Mon to Thurs between 10am and 3pm. All special discounts and credit notes must be used by the 1.3.24 . After this time they will be rendered void.

Delivery:

A Ticket receipt is emailed to you following your purchase. Orders will be sent via email. These tickets need to be printed off and shown at the entrance when requested. 

If you have not received your Tickets receipt email within 24 hours following your purchase please check your SPAM / Junk email folder and contact us if you do not receive an email receipt.

Concessions:

To ensure that the event is available to all, the Organisers offer disabled ticket holders, subject to availability and processing time, a free ticket for a Carer. This offer is open to those who hold a current higher rate of DLA, or other UK government approved supporting evidence of their requirement for a Carer. Carer tickets can only be issued against standard adult entrance tickets.

Please note that this offer is only available to those people that would be unable to attend the event without a full-time assistance. We will only offer a Carers ticket to an individual who is in receipt of UK Gov DLA Support at the Higher Level including the ‘care’ component or an individual who receives the UK Gov PIP Support. Carers will need to send proof that they are in receipt of a Carers Allowance for the individual who wishes to attend the event. The Organiser will ask for evidence to be presented to the Ticket Booking Team. Every application is assessed on an individual basis and if anyone is found to be making a fraudulent application, we reserve the right to cancel both the original ticket and the carer ticket, before and during the event.

To apply for a carer ticket please email us at [email protected] with proof of a standard ticket purchase (e-ticket email) and a copy of your letter of award for the DLA (or equivalent). These must be received by the 25.02.2024

The Organiser does not offer Carer Tickets for children under 18 under any circumstances, as children cannot attend the Event.

Changes to Event and cancelled/re-scheduled Events:

The Organiser reserves the right to make alterations to the published Event programme, including advertised masterclasses, workshops, activities, activations, live music and schedule timings where reasonably necessary.

Tickets include access to the time slots advertised The Organiser has no control over the performance content and / or production. In the event of one of our booked performers cancelling their performance for any reason, our team will endeavour to provide an alternative performer. No refunds will be given.

It is your responsibility to ascertain whether an Event has been cancelled or re-scheduled and the date and time of any re-scheduled Event.

Where an Event is cancelled or re-scheduled, we will use our reasonable endeavours to notify you using the details you provided us at the time of ordering. We cannot guarantee that you will be informed of such cancellation before the date of the Event.

Communication:

The Company will send any relevant information relating to the Event to the email address provided at the time of booking. It is your responsibility to ensure that the email is checked as legitimate and not SPAM. The Company is not liable for any communications that are missed or not received due to an email being delivered to the Customers SPAM or Junk email Folder.

Our office email [email protected] and socials will not be manned from the 29.2.24 until 4.3.24 as all of our team will be onsite building the event with limited access to email and no telephone access. There will be an out of office response detailing the answers to the most common queries and all other information can be found on our website under the Frequently Asked Questions Section or relevant area. Any issues not addressed under the aforementioned should be sent to us by Facebook Messenger. We will only respond to questions that are not covered elsewhere as described. Responses may also take up to 48 hours.

Refunds/exchanges:

After you have purchased a Ticket it cannot be exchanged or refunded.

Where an Event is cancelled by the Organiser, Ticket Holders will be contacted via email detailing how to request a refund / transfer Tickets.

The refund for Tickets will be for the face value of the Tickets purchased only.

In order to claim your refund, please ensure that you apply by the date stipulated on the cancellation information which will be sent to you in the email.

In any instance refunds shall only be made to the person who purchased the Tickets and will be made using the same method (i.e. the same credit / debit card) used to purchase the Tickets. Our system will only allow refunds to the exact same card, so please check your payment method before making a purchase.

These terms do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights you can contact Citizens Advice, Consumer Direct or the Department for Business Innovation and Skills.

Resale/use of Tickets:

Tickets are only for your personal use or that of your party / guest. We reserve the right to cancel any Tickets if you resell or attempt to resell such Tickets in breach of this section (including any resale or attempted resale of Tickets at a higher price than the purchase price, for example tickets being resold at a higher price via any internet auction site).

Any person found to be trying to sell Tickets to the event on any digital platforms including sale sites, our Facebook or Instagram social media pages, or any other platform will be cancelled without warning and no refunds issued. We will advise you of the cancelled tickets via email.

Photographic identification may be required to gain entry to the event with a Ticket and the names must match. Only Passports, Driving Licenses or other nationally recognised identification will be accepted. The holder of a resold Ticket will be refused entry.

Due to fraud and potential infringement of our Terms and Conditions we will not be actioning any personal details changes from the 25.2.24.

You may not, without the prior consent of the relevant Ticket Provider use any Ticket in advertising, promotions, competitions, free draws etc.

Void Tickets:

Any Ticket obtained in breach of these terms shall be void and all rights conferred or evidenced by such Ticket shall be void. Any person seeking to use such a void Ticket in order to gain or provide entry to the Event may be considered to be a trespasser and may be liable to be ejected and subject to legal action. Void Tickets are non-refundable.

Conditions of Admission:

You must comply with all instructions and directions given by Organiser and Event staff, security stewards and with all relevant laws, safety announcements and Event regulations whilst attending the Event. This includes any instructions relating to the safe operating of the event, including specific instructions during incidents or adverse weather conditions.

The Organiser reserves the right to refuse Ticket holders admission to the Event in reasonable circumstances including for health and safety, licensing reasons or where a Ticket is void.

Children are not permitted into the Event.

The Organiser also reserves the right to request that Ticket holders leave the Event at any point on reasonable grounds and may take any appropriate action to enforce this right. By way of example, the Organiser may remove a Ticket holder who:

Has behaved at the Event in a matter which, in the reasonable opinion of the Venue has, or is likely to affect the enjoyment of other visitors; or uses threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a disturbance; or in the reasonable opinion of the Organiser is acting under the influence of alcohol or drugs; or fails, when required, to produce proof of identity or age.

No refunds will be given to Ticket holders who are refused entry or ejected due to their own behaviour.

The Event operates a zero-abuse policy covering its employees, contractors and staff and reserve the right to issue lifetime bans for the Event, and any associated Social Media Platforms, to anyone it deems to have breached this policy. The policy includes online and email abuse, threats or any actions which may be deemed as slander.

The use of equipment for recording or transmitting any audio, visual or audio-visual material or any information or data for commercial or business use inside the Event is strictly forbidden. Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed. The Organiser will not be liable for any loss, theft or damage to confiscated items.

Ticket holders entering the Event may be filmed, photographed and/or recorded for broadcast, event promotion or security purposes. The Organiser may use such films and recordings on social media platforms without payment and without further notice.

Ticket holders shall not bring into the Venue or display or distribute at the Event any sponsorship, promotional or marketing materials without prior agreement from the Organisers.

No food or drink is allowed to be brought into the Main Event. Bags may be checked on entry and food / drink confiscated.

Guide Dogs are welcome in all areas of the Event.

Owners are asked to keep dogs under control and on a short lead at all times. Waste should be picked up and disposed of responsibly.

The Organisers operate a Zero Drugs Policy.

The Organiser reserves the right to conduct security searches of bags, equipment and persons on all entrance gates and within all areas of the Event. The security teams will confiscate any item which, in the reasonable opinion of the Organiser, may cause danger or disruption to other visitors to the Event or is one of the items not permitted in the Venue including as listed at section above.

Privacy Policy:

The Organiser is committed to ensuring your privacy is protected. This section explains how we use the information we collect about you on our tickets site and the procedures we have in place to safeguard your privacy. By submitting your information and using this site, you consent to the collection, storage and processing of your personal information by us in the manner set out in this privacy policy. If we change our privacy policy we will post the changes on this page so that you are aware of them. We advise you to check this page regularly.

If you purchase a Ticket you will be asked to provide personal information (such as name, address, email address and telephone number etc) and financial information. We use this information to fulfil your order and notify you of the status of your order and process your order (for example to verify financial details provided, to despatch tickets and to contact you regarding an Event if necessary). We will provide this personal information to third parties used to operate the Tickets service and will require that they only use the data as strictly necessary to provide the Tickets service. In assessing your order for Tickets we may also provide your information to third parties to help to ensure that your payment details are not being used without your consent and to assist in the detection and prevention of fraud.

If you consent to us doing so (eg by way of tick box in the purchase process) we may send you marketing messages using the details that you provided upon registration. You can unsubscribe from receiving marketing messages by clicking on the unsubscribe link in any such message or by contacting us here.

We monitor customer traffic on an aggregate basis in order to help us develop and improve our site for the benefit of our customers. We may provide aggregate statistics about our customers, sales traffic patterns and related site information to reputable third party vendors and relevant affiliate partners, but these statistics will not include any personally identifying information.

We may disclose personal information where we believe in good faith that this release is reasonably necessary to comply with the law.

We do not without your consent (eg by way of tick box in the purchase process) provide personal data we have collected to third parties for marketing purposes.

The processing of credit & debit cards is undertaken by Stripe on behalf of the Organiser, through a secure hosted connection. No card data is stored by the Organiser for these purposes & customer details are only used to send the tickets to the purchaser.

The Organiser has implemented technology and security features to safeguard the privacy of your personal information from unauthorised access or improper use. We employ Secure Sockets Layer (SSL) encryption software to secure your personal data and payment information. This is to prevent unauthorised access or unlawful processing of your personal information. We will continue to enhance our security procedures as new technology becomes available. Whilst we make every effort to ensure that your information is secure on our system, no data transmission over the internet can be guaranteed to be 100% secure. As a result, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk.

Because the internet infrastructure is global, and it is not possible to predict the routes that information sent over the internet will take, the information you provide may be transferred temporarily via a route which takes it outside the European Economic Area as it passes between you and us. Territories outside of the EEA do not always have strong data protection laws. By submitting your information to this site you consent to this transfer.

We use cookies on our site. These allow us to collect data which assists us in improving our site and enhancing your experience of our site. Cookies are electronic tags that contain small amounts of information which are placed on your computer in the process of sending your computer a file, such as a web page. A cookie is a unique identifier that tells a site when a computer that has previously visited the site returns and what pages it requests on each of its visits. Cookies can track where you travel on a site and what you look at and compile statistical reports on site activity.

Cookies make it easier for you to use our site during future visits. You may set up your computer to reject cookies by the privacy settings for your web browser, (usually located under the Tools menu, choose Internet Options, then Privacy) although in that case you may not be able to use certain features on our site. For more information on use of cookies on our site please contact [email protected].uk

Disclaimers and limitation of liability:

PLEASE READ THIS SECTION CAREFULLY AS IT SETS OUT THE LIMITATIONS OF OUR LIABILITY TO YOU

Personal arrangements including travel to and from the Event, accommodation or hospitality relating to the Event which have been arranged by you are at your own risk.

The Organiser does not accept any responsibility for loss or damage to personal property brought to the Event or Venue however so arising.

You agree you will have no claim against us, in respect of any decision to remove Events from this site or any decision to suspend or terminate your access to this site.

In the absence of any negligence or other breach of duty by the Organiser, the use by you of the site is entirely at your risk.

The Organiser warrants that it will provide the Tickets service with reasonable skill and care and substantially as described in these terms. The Organiser does not make any other promises or warranties about the site or the Tickets service. In particular the Organiser does not make any guarantee of any specific results from the use of this site (including any search function on it).

For the purposes of this section, “Force Majeure” means any cause beyond our control including, without limitation, act of God, war, insurrection, riot, civil disturbances, acts of terrorism, fire, explosion, flood, theft of essential equipment, malicious damage, strike, lock out, weather, third party injunction, national defence requirements, acts or regulations of national or local governments. We will not be liable to you for failure to perform any obligation under these terms to the extent that the failure is caused by Force Majeure.

The Organiser will not be liable under these terms for any loss or damage caused by the Organiser or any of its employees or agents in circumstances where:

there has been no breach of a legal duty of care which is owed by the Organiser or any of its employees or agents; or

the loss or damage is not a reasonably foreseeable result of any breach of these terms.

The Organiser will not be liable under these terms for any loss or damage you suffer resulting from the action or activities of one of the Event Partners, Exhibitor, Contractor or Performer. The Organisers dictate that any losses or damage should be directed to the relevant person or business.

The Organiser will not be liable under these terms for any increase in the loss or damage you suffer resulting from your actions or a breach by you of these terms.

Our liability for losses you suffer as a result of us breaching a contract for a Ticket is limited to the value of such Ticket and any booking fee or delivery fee that you have paid.

You will be responsible for all claims, liabilities, damages, costs and expenses suffered or incurred by us as a result of your breach of these terms or default in the discharge of your obligations.

Nothing in these terms shall have the effect of excluding or limiting either our liability or your liability for fraud or for death or personal injury caused by our/your negligence (as applicable).

Intellectual Property Rights:

The site and its look and feel (including without limitation the site design, text, graphics and all software and source codes connected with the site) are protected by copyright, trademarks, patents and other intellectual property rights and laws. You are authorised to use the Tickets and this site only for personal, non-commercial use (ie you can visit, view and print a copy of any page on this site for personal non-commercial use only). None of the content may be downloaded, copied, reproduced, transmitted, stored, sold or distributed without the prior written consent of the Organiser.

You must not use the site for any purpose that is unlawful or prohibited by these terms.

If you breach these terms:

If you are in breach of, or we suspect you are in breach of, these terms then we may take any/all of the following actions:- issue a warning to you; effect an immediate, temporary or permanent withdrawal of your access to your account and/or the site however you will remain responsible for all outstanding amounts on your account;

cancel your order for Ticket(s); take legal action against you; and/or disclose such information to law enforcement or local authorities as we reasonably feel is necessary.

The responses described above are not limited and we may take any action we reasonably deem appropriate.

Termination:

We have the right to terminate your access to the site at any time, without notice, for any reason, including without limitation, breach of these terms. We may also at any time, at our sole discretion, discontinue the site or any part thereof without prior notice and you agree that we shall not be liable to you or any third party for any termination of your access to the site.

Waiver:

If we delay or fail to enforce any of these terms it shall not mean that we have waived our right to do so.

Assignment:

The Organisers shall be entitled to assign any of our rights and obligations under these terms provided that your rights are not adversely affected.

Severability:

If it is found by a Court or anybody of competent jurisdiction that any of these terms for any reason cannot be enforced, this shall not prevent the other provisions from continuing to apply.

Third Parties:

Any person, other than the Organiser, not a party to these terms shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of these terms. The Act can give rights under some contracts to third parties who are not parties to those contracts but in this case only the Organiser and you (or your assignees permitted hereby) have rights and obligations under this contract.

Entire agreement:

These terms, and the Additional Terms constitute the entire agreement between the parties in connection to its subject matter and supersede any previous terms and conditions, agreement or arrangement between the parties.

Each of the parties agrees that it has not entered into these terms in reliance on, and shall have no remedy in respect of, any statement, representation, warranty or undertaking (whether negligently or innocently made) by any person (whether party to these terms or not) other than as expressly set out in these terms.

Governing Law:

These terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by English law. Any dispute or claim arising out of or in connection with these terms (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

Changes to these terms:
We reserve the right to change, modify, add to, or delete portions of these terms at any time including to reflect changes affecting the services, provider requirements, payment methods, relevant laws and regulatory requirements.

If we do change the terms, we will notify you via email.

You must be at least 18 years of age to agree to, and enter into, a contract on your own behalf and to register for use of this site.

By registering, you agree that (i) you have read, understood and will be bound by these terms and any Additional Terms (as applicable) indicated on the site; (ii) you comply with the age requirements; and (iii) you have provided accurate and truthful information in the registration process.

Personal Information:
You will be required to complete the purchase process by providing certain information (name, email address, address and telephone number).

By using the site you agree we may hold, store and use the personal information you provide for the purpose of providing the ticket service. For further information on this please see our privacy policy. It is your responsibility to keep us updated with any changes to your details (including contact address, telephone number or email address).

Please do update us on any changes promptly as we will use the details we have to despatch tickets, notify you of cancellations etc.

Notices:
All notices given by you to us must be given to [email protected] (by using the words “Legal Notice” in the email’s subject field). We will give notice to you via the site or at either the e-mail or postal address you provide to us as part of the order process or your registration. Notice will be deemed received and properly served immediately when we post it on the site, 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to, and received by, the specified e-mail address of the addressee.

Questions or complaints:
If you have any queries at all regarding this provision, or any of the terms, please do not hesitate to contact us by emailing us at [email protected]

Any complaints relating to the breach of any of these Terms & Conditions should be made in writing to the above email address.

Please ensure that your complaint relates to an actual breach of these terms before sending an email. We may not respond to complaints that do not relate to a breach of these terms. A member of our team will respond to your complaint within 45 days following receipt of an email. This timescale allows us 14 days to breakdown the event and 30 days in which to respond to the complaint.  No complaints will be responded to via any other email account or social media / social media messaging. The Organiser reserves the right to choose not to respond to a compliant following an initial response answer if the Organiser deems that no terms and conditions have been breached. Complaints relating to ticket purchases must be made with 14 days of ticket purchase. Complaints received after this time may not be responded to.

Additional Terms which form part of this agreement – some of these terms are supported by additional information provided on our website.

Access to the Event:

You can access the Event by car (you will need to register your vehicle on the screens at the front reception). There are public buses and trains which run during the Event operational times. The Organisers recommend staying on site to maximise your Event experience. For those choosing to visit for the day the Organisers recommend arriving as early as possible. There is no last admission time, however arriving late in the day will limit the length of time that you have to experience the Event. The Organisers accept no responsibility for your ability to access the activities provided by the Event due to your late arrival.

Parking:

All parking at the Venue is on the Toughsheets stadium car park.

Disabled Access & Facilities:

The Event Venue is accessible to all. Accessible toilets are located at all standard toilet locations and can be found on the
Event map on our website.
All rights reserved.