The following Booking Conditions together with the General Information contained within the agent portal form the basis of your contract with Attraction World Limited, registered in England (company number 5346727) at First Floor New Oxford House, Waterloo Street, Birmingham, United Kingdom, B2 5UG. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these booking conditions and agree to them.
The majority of bookings we take are solely for tickets or vouchers to enable clients to gain entrance/access to attractions (for example Disneyland Paris or a theatre performance.) Occasionally we also take bookings for overnight accommodation sold in conjunction with such ticket(s) or voucher(s). If you book overnight accommodation together with such a ticket(s) or voucher(s) this is known as a “package” booking. The following booking conditions apply to all bookings (including package bookings) except where otherwise expressly stated.
Except where otherwise stated, these booking conditions only apply to leisure arrangements which you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract”, “package”, “break”, “performance” or “arrangements” mean such leisure arrangements unless otherwise stated.
In these bookings “you the agent” and “your” means all persons named on any booking (including anyone who is added or substituted at a later date). “We”, “us” and “our” means Attraction World Limited.
Making Your Booking
The first named person on the booking (the “party leader”) must satisfy the agent that he/she is authorised to make the booking on the basis of these booking conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. By submitting the booking to us the party leader has confirmed to the agent that he/she is so authorised. The party leader is then responsible for making all payments due to you the agent, who is then responsible for making all payments due to Attraction World. The party leader must be at least 18 when the booking is made.
A low deposit per person, per booking may be required at the time of booking, unless the booking is made within 8 weeks of when the arrangements are due to commence, in which case full payment is recommended at the time of booking. This is to ensure that the agent has collected all funds due from the customer before Attraction World invoice the agent finance team.
If full payment is not received by the due date, we have the right to treat your booking as cancelled by you the agent. In this case, the cancellation charges set out below will be payable.
Subject to the availability of the chosen arrangements and receipt of all applicable payments, we will confirm your bookings by issuing a confirmation email / invoice. Please note any product that constitutes a tour will not always be classed as confirmed until 48 hours from date of booking. Until this time all tours are ‘on request’. Once confirmed this invoice will be sent to the agent making the booking. Please check this invoice carefully as soon as received. Please contact us immediately if any information which appears on the confirmation, or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. Attraction World will not be held liable for any previously confirmed travel arrangements made by your party, should their chosen activity or experience not be available, or is cancelled.
A binding contract between us comes into existence when we despatch our confirmation invoice to the agent. We both agree that English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any dispute, claim or other matter of any description which arises between us governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
If party members have any special request, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on any confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.
If any member of your party has any medical condition or disability which may affect their arrangements or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confirm their booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must provide full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your party’s arrangements develops after their booking has been confirmed. If we reasonably feel unable to properly accommodate the particular needs of the party member concerned, we must reserve the right to decline the reservation or, if full details are not given at the time of booking or the condition / disability develops after booking, cancel when we become aware of these details.
Please note, changes and errors occasionally occur. Please check the price of chosen arrangements at the time of booking. The prices on our website change from time to time due to movements in exchange rates and other factors. Subject to the correction of errors however we guarantee that the price quoted on any booking confirmation will not change unless you make an amendment to the booking details.
Issue of Tickets
The tickets/vouchers will be emailed to you the agent 32 days prior to activity date, prior to departure), unless the departure date falls within this period, in which case the tickets/vouchers will be emailed as soon as they are ready for delivery, usually within 24-48 hours. Full instructions will be given with the ticket/voucher as to how they should be redeemed. Vouchers must not be copied, resold, or duplicated and may only be used once. Misuse may result in confiscation of vouchers or tickets.
Alterations and Cancellations by You the Agent
If you want to change any of your confirmed booking arrangements, we will require you the agent to cancel the original reservation and make a new reservation via the agent portal. When cancelling bookings, the applicable charges will be clearly displayed on the agent portal. A new ticket/voucher (where applicable) will then be issued to you the agent. The original ticket/voucher will then become invalid and should be destroyed. No refunds will be payable if the original ticket/voucher is redeemed at the attraction concerned. If we have refunded in respect of the amendment and any party member subsequently manages to use the original ticket/voucher you the agent will be responsible for paying that refund back to us. To cancel a booking please do so via the agent porta. We will then issue you with a cancellation email/invoice. Your booking can only be considered cancelled once a cancellation invoice has been received by you the agent. If you cancel a booking but then any party member somehow manages to redeem the original ticket/voucher you the agent will be responsible for reimbursing us for the full cost of the ticket/voucher. Failure to cancel a booking via the agent portal, or failure to notify us that a booking is to be cancelled will result in the activity being charged to you the agent in full. When making a new booking to replace a cancelled booking, you the agent will be responsible for any cost increases incurred.
The cancellation policy varies by product and is clearly stated within the individual product pages under the heading Cancellation Policy and Cancellation Time.
Products which are non-exchangeable and non-refundable will be clearly marked, and state so within the Cancellation Policy section on the product page.
Alterations and Cancellations by Us
In the unlikely event that your party’s arrangements are significantly amended or cancelled by us before commencement and there is time to do so, we will offer you the choice of the following options: (1) accept the change (for significant changes) or (2) purchase alternative comparable arrangements from us or (3) cancel the booking in which case you will receive a full refund of all monies that we have received for your party’s arrangements. The options set out above represent the full extent of our liability to you the agent in the event of a significant change or cancellation of arrangements.
Changes and cancellations by the supplier
On occasion, it may be necessary for the supplier to amend certain tickets or to cancel them. We reserve the right to amend or cancel tickets on behalf of a ticket supplier at any time. If a material change to, or cancellation of your theme park or other attraction ticket becomes necessary, (for example where you have made an order via an old/cached page of our website) we will tell you as soon as possible. If there is time to do so before the date on which the ticket is due to be redeemed, we will replace it with a ticket to the same value as your original order or if there isn’t sufficient time to do so, give you a full refund.
Very rarely, the supplier of your service may be forced by Force Majeure to change or cancel part of your tickets, close a park, attraction or experience. If this does happen then we regret we nor the supplier will be able to provide any refunds, pay you compensation or meet any losses or expenses you incur as a result.
A supplier might change the ticket entitlements, ticket validity or ticket price. In this situation, customers who have paid in full and already received their tickets will not usually be affected by such a change. However, customers who have only paid a deposit and yet to clear their balance could be affected. In this scenario, we will inform all deposit customers immediately of the changes to their tickets and the following options will be made available:
Your customer can pay the remaining balance on their booking to protect the ticket entitlements. Please call us on 0371 700 8888 when your customer has paid and tickets will be emailed to you, the booking will appear on your next invoice to be paid.
Except where otherwise expressly stated in these conditions we regret we cannot accept responsibility where the performance or prompt performance of our contractual obligations is prevented or affected, or any party members otherwise suffer any loss, damage or expense of any nature as a result of “force majeure”. In these booking conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include actual or threatened war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, global pandemic, adverse weather conditions, fire and all similar events outside our control.
Should any member of your party experience a problem or have a complaint, they must raise this at the time with the supplier/representative of the arrangement in question. This will enable most complaints to be resolved to their satisfaction there and then. If any complaint or problem is not resolved to their satisfaction by the supplier/the representative, they must then contact you the agent. You must then contact us giving us full details. Until we know about a complaint or problem, we cannot begin to resolve it. If any party member remains dissatisfied, however, you the agent must write to us at the address below within [28 days] of the end of any arrangements providing the booking reference and full details of the complaint. If you fail to follow these simple complaints procedures, your party’s right to claim any compensation they may otherwise have been entitled to may be affected or even lost as a result.
Customer Services Department, 3&4 Regal Court, 6 Sovereign Road, Kings Norton Business Centre, Birmingham, B30 3FJ or by emailing [email protected]
Our Liability to you
(1) Please note that for bookings of all arrangements other than accommodation our only contractual obligations to you in relation to those arrangements (other than those which are expressly set out in these conditions) are to take your booking in accordance with your instructions and provide you with a ticket or voucher to enable your party members to gain entry/access to the arrangement(s) in question (for example the theatre performance or attraction to which the ticket or voucher relates). We cannot accept any liability for the provision of the arrangements themselves which are provided by the suppliers of those arrangements or for the acts or omissions of the supplier(s) concerned or any of its employees, agents, suppliers or subcontractors. The terms and conditions of the supplier concerned will apply to the arrangement(s) in question. Copies of those terms and conditions are available on request.
Please note subclauses (2) – (6) are all subject to sub clause (1) above.
(2) We promise to make sure that all arrangements we have agreed to make, perform or provide as applicable as part of our contract with you (including package bookings) are made, performed or provided with reasonable skill and care. Please note, it is your responsibility to show that reasonable skill and care has not been used if your party members wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do (where applicable) if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
(3) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or
the act(s) and/or omission(s) of a third party not connected with the provision of any arrangements, and which were unforeseeable or unavoidable or ‘force majeure’ as defined above
(4) Please note, we cannot accept responsibility for any services which do not form part of our contract. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you
(5) As set out in these booking conditions, we limit the maximum amount we may have to pay for any claims you or your party members may make against us. For all other claims which do not involve death or personal injury our maximum liability if we are found to be at fault in connection with our contractual obligations to you is limited to twice the price of the booking in question (excluding amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong, and you have not received any benefit at all from your arrangements.
(6) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning any booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally, we cannot accept liability for any business losses.
Conditions of suppliers
Many of the services which make up arrangements are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you. Copies of the relevant parts of these terms and conditions (if any) are available on request from ourselves or the supplier concerned.
Tours & Excursions in Foreign Speaking Countries
In some cases excursions may be conducted in a foreign language but an English interpretation will always be available.
Behaviour and damage
When you make a booking with us, you accept responsibility for any damage or loss caused by any member of your booking party. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct to the supplier or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) as a result of any actions. Please ensure all party members have appropriate travel insurance to protect them if this situation arises.
We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the arrangements of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the service in question. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made, and we will not pay any expenses or costs incurred as a result of the termination.
Website / advertising material accuracy
The information contained within our website and in our other advertising material is believed correct to the best of our knowledge at the time of printing or publication. However, errors may occasionally occur, and information may subsequently change. You must therefore ensure you check all details of chosen arrangements (including the price) at the time of booking.
Any information that you provide will be held confidentially within our secure database and will not be passed to third parties unless you give your express authority for us to do so.