Superior Experiences Booking Terms and Conditions
1. About these terms
1.1 These terms apply to every booking made with Superior Experiences Ltd, a company registered in England and Wales (company number 17006693), registered office Kevin Edward House, 13 Market Place, Guisborough, TS14 6BN (“Superior”, “we”, “us”). You can contact us at info@superior-experiences.com or on WhatsApp at 07868 788720.
1.2 “You” means the person making the booking. You accept these terms for yourself and for every guest included in your booking, and you must make sure your guests know and follow them.
1.3 Your contract with us is made up of these terms, your booking page, your booking confirmation, any invoice we send you, and the terms and conditions of the event organiser, venue and any travel supplier (the “Event Terms”). Together these are the “Customer Agreement”. If they conflict, these terms take priority, followed by the Event Terms, the booking page and then the invoice.
2. Definitions
- Booking: any ticket, hospitality package, travel arrangement or other service you buy from us.
- Event: the concert, sporting fixture, festival or other occasion your booking relates to.
- Rights Holder: the organiser, promoter or owner of the Event.
- Venue Operator: the operator of the venue where the Event takes place.
- Supplier: any third party that provides part of your booking, including Rights Holders, Venue Operators, ticket providers, hotels, airlines and travel partners.
- Package Fee: the total price of your booking.
- Ticket: any ticket, pass, wristband or entry credential, whether digital or physical.
3. Making a booking
3.1 All bookings are made through a Superior booking page. Your booking is confirmed when we receive your payment and email you a booking confirmation.
3.2 Where we prepare a tailored proposal for you, we check availability with the relevant Supplier and, once the details are agreed, send you a booking page for your booking.
3.3 We are not committed to providing any booking until we have issued a booking confirmation.
3.4 We only take payment for a booking once the Supplier has confirmed availability to us. If, in exceptional circumstances, we cannot supply your booking after you have paid, we will tell you as soon as possible and refund the amount you paid us in full.
3.5 Please check your booking confirmation carefully and tell us immediately if anything is wrong.
4. Prices and price holds
4.1 Prices for Events and travel change frequently in line with demand. The price of your booking is the price shown on your booking page, booking form or invoice.
4.2 Booking links and quotes show the time until which the price is held, normally 24 hours. After that time the booking link closes and we cannot guarantee the price or availability.
4.3 Prices are shown in pounds sterling unless your invoice states otherwise.
5. Payment
5.1 The Package Fee is payable in full at the time of booking, unless we have agreed a payment schedule with you in writing.
5.2 Where a payment schedule is agreed, each payment must reach us by its due date. For bookings made 90 days or more before the Event, the balance is due no later than the date shown on your invoice. For bookings made less than 90 days before the Event, full payment is due within 24 hours of our invoice.
5.3 Payments of up to £2,500 may be made by debit or credit card, Apple Pay or Google Pay. Payments above £2,500 must be made by Pay by Bank or bank transfer, unless we agree otherwise in writing. Not all payment cards are accepted.
5.4 If any payment is not received in full by its due date, we may cancel your booking with immediate effect. In that case, we may keep any payments already made to cover costs we have incurred or committed to Suppliers.
5.5 We may charge interest on overdue payments at 2% a year above the Bank of England base rate, from the due date until payment is received.
5.6 You are responsible for any bank charges or currency conversion costs on your side of any payment, so that we receive the full amount due.
6. Changes and cancellations by you
6.1 All bookings are final. Once your booking is confirmed, you cannot cancel it, and we cannot offer refunds, exchanges or credit if you change your mind, cannot attend or your plans change.
6.2 The 14-day cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to bookings for leisure services on a specific date, which includes Event tickets and hospitality.
6.3 Requests to change a booking, such as guest names, are at our discretion and subject to Supplier approval and any charges the Supplier makes.
7. Tickets and delivery
7.1 Tickets are delivered in the way stated on your booking page or confirmation. Most tickets are delivered digitally to your account with the official ticket provider (for example AXS or Ticketmaster), using the email address you give us at booking. You must give us the correct email address and keep your account details up to date.
7.2 Tickets are often released by Rights Holders close to the Event date. We will deliver your Tickets in good time before the Event.
7.3 Where Tickets are delivered by post or courier, you must make sure someone is available to receive them at the address you gave us. If you change your address without telling us in good time, we are not responsible for Tickets sent to your original address.
7.4 Do not screenshot or copy digital Tickets. Copies may not be accepted for entry.
7.5 We cannot replace or refund lost, stolen, damaged or defaced Tickets, except where this is caused by our negligence.
7.6 We are not liable for any failure or delay in delivering Tickets that is not caused by us.
8. Ticket resale and use
8.1 Superior is an independent agent. Unless stated on your booking page, we are not the official seller for the Event and we are not connected to the Rights Holder or Venue Operator.
8.2 Where we sell Tickets that were originally bought from another seller, your booking page will show the information the law requires, which may include the face value of the Tickets, the seat or standing area, and any restrictions on use, such as ID requirements.
8.3 Your booking is for the use of you and your guests only. You must not resell, exchange or transfer any Ticket or package, except through the official resale or transfer service for the Event where the Event Terms allow it (for example AXS Official Resale).
8.4 Tickets and packages must not be used for advertising, promotion, competitions, prizes or other commercial purposes without the written consent of the Rights Holder.
8.5 Breach of this clause may lead to your Tickets or booking being cancelled by us or by the Rights Holder, with no refund.
9. Hospitality packages
9.1 Access to the Venue and to any hospitality area is limited to the date and times stated in your package, and only to the areas your package includes.
9.2 We may substitute or amend any part of a package, including seats, areas or services, where this is required to comply with the law or to reflect changes made by the Rights Holder or Venue Operator. We will tell you of any such change.
9.3 Buying a package does not give you or your guests any sponsorship, marketing or promotional rights connected with the Event, the Rights Holder or its commercial partners. You must not use any Event name, emblem or other intellectual property, or bring or distribute promotional items, at the Venue.
10. Conduct at the Event
10.1 You and your guests must follow the Event Terms, the rules of the Venue, and all instructions from Venue staff, security and the police.
10.2 Entry and access are at the discretion of the Rights Holder and Venue Operator, including age limits, ID checks and security searches.
10.3 If you or any guest is refused entry or removed because of behaviour, intoxication, breach of the rules or possession of prohibited items, no refund is due and we have no liability to you.
10.4 You are responsible for any damage caused by you or your guests.
10.5 Children under 16 may only enter hospitality areas when accompanied by an adult aged 18 or over who holds a valid hospitality pass, unless the Event Terms say otherwise.
11. Event changes, postponement and cancellation
11.1 Event dates, times, line-ups, venues and programmes may change without notice for reasons outside our control, including weather, safety and security, or decisions of the Rights Holder, Venue Operator or authorities. We have no control over how an Event is run.
11.2 If an Event is postponed or relocated, your booking will transfer to the new date or venue in line with the Event Terms.
11.3 If an Event is cancelled, held behind closed doors or at reduced capacity, the Event Terms apply. We will seek to recover the cost of your booking from the Rights Holder and Suppliers. Where a refund is paid to us, we will pass it on to you, less our fees and any booking and operational costs we have incurred. Where the Event Terms or a Supplier do not provide a refund, no refund will be due from us.
11.4 If you are seeking a refund under this clause, you must tell us as soon as reasonably possible after the cancellation, postponement or relocation is announced.
11.5 We strongly recommend that you take out insurance covering cancellation, postponement and disruption.
12. Travel arrangements
12.1 Flight-inclusive travel is arranged through our travel partner, Because Yolo Global Travel Ltd (YOLO Travel), ATOL 12829, a member of PTS (membership number 6322). Your financial protection for flight-inclusive bookings is as set out on the ATOL certificate issued to you. Please keep it safe.
12.2 Travel bookings are also subject to the terms of the airline, hotel and other travel Suppliers, including their change and cancellation charges, which we will pass on to you.
12.3 Names must match your passport exactly. You are responsible for holding valid passports, visas and any health or entry documents, and for checking the entry requirements of every country you visit.
12.4 Flight times and schedules are set by the airline and may change. We are not responsible for changes made by airlines or other travel Suppliers.
12.5 You must have suitable travel insurance from the time you book.
12.6 Hotel rooms, transfers and other services are provided by the relevant Supplier on its own terms. Special requests are passed on but cannot be guaranteed.
13. Our liability
13.1 We are not liable for any indirect or consequential loss, loss of profit, loss of business or loss of enjoyment arising from your booking.
13.2 Your personal arrangements, including any travel and accommodation you book yourself, are made at your own risk, and we are not liable for any costs or wasted expenditure.
13.3 Our total liability to you, however it arises, will not exceed the Package Fee paid for the affected booking.
13.4 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything that cannot be limited or excluded by law. If you are a consumer, your statutory rights are not affected.
14. Force majeure
14.1 We are not liable for any failure or delay caused by events outside our reasonable control, including natural disasters, extreme weather, fire, flood, epidemics, war, terrorism, civil unrest, strikes, government action, or failures of Suppliers or transport.
14.2 If such an event continues for 30 days or more, we may cancel your booking. Any refund will be limited to amounts we recover from Suppliers, less any booking and operational costs we have incurred.
15. Ending the agreement
15.1 We may cancel your booking with immediate effect if you fail to pay in line with clause 5, or if you or your guests breach clauses 8, 9.3 or 10.
15.2 Either party may end the Customer Agreement if the other commits a serious breach that cannot be put right, or is not put right within 30 days of notice, or becomes insolvent.
15.3 If we end the agreement under this clause, any money due to us becomes payable immediately, and any rights and liabilities that already exist continue.
16. Your personal information
16.1 Superior is the data controller of personal information collected about you and your guests for your booking, including names, contact details, ticket account details, passport details for travel, and any dietary or access requirements.
16.2 We use this information to manage your booking and share it with Rights Holders and Suppliers only as needed to deliver it. When you tell us about dietary or access needs, you consent to us using that information to try to meet them.
16.3 We only send you marketing if you have agreed to receive it, and you can unsubscribe at any time.
16.4 Our privacy policy explains how we handle your information and your rights, including your right to complain to the Information Commissioner’s Office. Questions: info@superior-experiences.com.
17. General
17.1 Notices must be in writing in English, by email or post. An email is treated as received when sent, and a letter on the second working day after posting. Notices received outside 9.30am to 5.30pm on a working day are treated as received at 9.30am on the next working day.
17.2 The Customer Agreement is the entire agreement between us about your booking. Any change must be agreed in writing.
17.3 If any part of these terms is found invalid, the rest remains in force.
17.4 No one other than you, us, the Rights Holder and the Venue Operator has any rights under these terms under the Contracts (Rights of Third Parties) Act 1999.
17.5 If you have a complaint, email info@superior-experiences.com and we will reply within 5 working days.
17.6 These terms are governed by the law of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction.