TERMS AND CONDITIONS
Terms and Conditions Summary
The below terms and conditions relating to booking your event / events, attending your event / events.
These terms and conditions relate to all events arranged by Red Castle Events regardless of where the events are held, promoted or sold by.
- Company Information
We are a company limited by guarantee registered in England and Wales. Red Castle Events is a trading name of Blackpapersky Productions LTD
By booking / attending our event and participating in the activity you confirm that:
- You are aware of our conduct guidelines detailed in our liability form
- You are aware of the age limits we have set into place
- You agree to follow all the instructions given by the marshalls and employees of Red Castle Events.
- You will wear any protective clothing / goggles you have been given
- You are aware of the arrival procedure, cancellation policy, health requirements, location restrictions and general conduct on the experience.
- If required to do so you will complete our liability form either beforehand or while at the experience. You will not be allowed onto the experience without having completed this form (Not applicable for children’s events)
All of this information is contain in the below terms and conditions and within our liability forms. If you have any questions please do not hesitate to contact us.
Terms and Conditions
The event is a ‘role playing’ experience. You will get the most from the experience if you become involved and become part of the team. Anyone ruining the experience for others, eg, constant talking, disruptive behaviour, will be asked to leave. If you decide to leave the experience, or you are removed due to your conduct you WILL NOT be offered a refund and you will be escorted off of the premises.
Any aggressive or abusive behaviour will not be tolerated and we have security on site should this occur. You will be prosecuted for any theft, destruction or abusive behaviour.
Each event will have its own age restriction, please view the event documentation for age restrictions.
Brightworth’s Childrens Event
Participants below the age of 16 must be accompanied by a parent or guardian during the entire event.
If any customer looks to be under the age of 18 years old and are attending alone, we will ask for proof of age. If none is available, the individual will not be allowed to participate further with the event, or be eligible for a refund or other remedial action.
- Booking an Event
Red Castle Events is not responsible for any incorrect or inaccurate information submitted by you during the booking process. All booking updates (including information, reminders and confirmations) are sent by email only.
If you do not receive any emails or the email is corrupt in anyway (blank or otherwise), please contact email@example.com and we will help you in any way we can.
- Unpaid Bookings
No bookings are made without either full or part payment.
Full payment can be made through the website, or via bank / paypal transfer. This will need to be discussed beforehand with our booking team so we can allocate your payment to a date.
(If available) Purchasing Gift Certificates/ Vouchers (Red Castle Events Gift Packs can be referred to as Gift Certificates, Gift Packs, Gift Vouchers all relate to the same item in both emails and throughout our website and any retailers)
We offer gift vouchers, these are available on the website and are valid for 6 months from the purchase date. It is the buyers responsibility to redeem these voucher with good time, we will not under normal circumstances send a reminder email regarding these vouchers. If the voucher expires we will not be able to offer any refund or replacements, and they hold no cash value. In extreme circumstances we may offer an extension to the voucher, but this will only be a gesture of good will and we are under no obligation to do so.
- Booking by Vouchers
When booking using vouchers either issued by ourselves or third party retailers who sell tickets or vouchers to events on our behalf. These vouchers can be redeemed on our booking system, through the designated page. This will be detailed on the voucher itself. We will only accept voucher codes that are live and within date.
When booking onto an event using any voucher, the booking is unconfirmed and held until the voucher has been accepted. If the voucher code is incorrect or reflects a different amount to what was originally purchased, we reserve the right to reject the booking. Our booking team will contact the voucher holder, but if no contact is made we will not be able to process your voucher.
Confirmation of a successful booking will be sent by email.
- Cancellations, Refunds and Non Attendance
This section relates to any cancellations or non-attendance at our events.
- Holding Deposits
Any holding deposits paid are Non Refundable.
- Booking Refunds
Unfortunately we do not allow cancellations or refunds. This is applicable to all bookings (including gift vouchers) regardless of the method of payment. This policy is due to the nature of our event, the cast, locations crew and long production times involved. This is applicable to all bookings regardless of payment method, discount and number of tickets.
We will in no instances refund a booking. Red Castle Events is not responsible for any hotel bookings, travel costs, or any other costs incurred by you, the ticket holder, in the event of a cancellation either by us or yourselves.
- Non Arrival Refunds
For any payment due on the day of the event, the balance will need to be paid in full before your group is allowed onto the event. Any non arrivals paying separately will have to be covered by the group attending. In extreme circumstances this may be waived but any deposits will be lost for non arrivals.
- Gift Pack Refunds
We are unfortunately not able to offer a refund on Gift Pack / Gift Vouchers. These gift packs are bought as vouchers and have no redeemable cash value.
Red Castle Events is not responsible for any hotel bookings, travel costs, or any other costs incurred by you, the ticket holder, in the event of a cancellation either by us or yourselves.
- Gift Pack Expiry
Gift packs are issued with either a pre booked date or an expiry date listed. We have a reference linking your expiry date to your booking reference. In some cases we may issue you an extension but this will only be done as a gesture of goodwill. Gift packs as standard are valid for 6 months from the date of purchase, they must be redeemed within this time period for a date that falls within the 6 months issue date. If the experience ceases to operate with gift packs still valid, gift pack holders will be contacted and offered a date to attend. No refunds can be given if you cannot attend any dates listed on our booking page.
- Cancelling a Voucher Booking
We are unfortunately not able to offer a refund on bookings made by gift voucher. Our gift packs have their own set of booking terms (see above) In unforeseen circumstances bookings made via gift voucher may be transferred to another date, but this is down to the discretion of our booking team, and will depend on available dates. This will only be a gesture of good will and we are under no obligation to do so.
- Organiser Cancellations
If an event is cancelled by us or our team, we will contact all of those booked onto the event and endeavour to achieve a satisfactory resolution. We will firstly try to transfer your booking to another date, failing this we will offer a refund for the ticket price at the time of sale only.
We will also endeavour to ensure that we contact everyone who is booked onto the event promptly, however if your contact details are not correct, we are not liable for any lack of contact.
- Moving a Pre-booked or Booked Experience
Due to the nature of our event, and the long waiting times for events, we do not allow bookings to be moved.
- PayPal Payments / Disputes
All payments for our event are final, on booking a ticket you have confirmed that you accept our terms and conditions and entered into a contract of sale with us. In the event of any PayPal disputes before or especially after attending an event we will contact both yourself and PayPal regarding the payment, this is included but not limited to legal action against the booking party and potentially involving the police and courts.
- Non Attendance
If you fail to attend an event for which you are booked then you shall not be entitled to any refund, transfer or any other compensation.
The event contains both indoors and outdoors sections. The event will not be cancelled for bad weather.
If the weather is extreme (ie heavy snow fall) and we are forced to cancel, we will endeavour to contact all participants with as much notice as possible. We will then make arrangements directly to either transfer bookings to another session or make reasonable arrangements.
In the event of any adverse weather that makes travel difficult please leave with plenty of time. We will monitor the weather and let you know with at least 24 hours notice should the event be cancelled.
In the event of extreme adverse weather, if our organisers and crew are able to get to the location, the event will still run. In extreme cases if you are unable to get to the location we may be able to reschedule your booking to another date, this will be at our discretion and as a gesture of goodwill, no refunds or costs incurred by attendees will be given.
- The Event.
Red Castle Events treats the safety and security of our cast, crew and customers with the highest priority.
During the event the Event Manager and Director will be monitoring the progress both from participation and via constant contact with Staff and Crew throughout the location.
- Non Attendance
If you fail to attend an event for which you are booked and have not given us prior notice then you shall not be entitled to any refund, transfer or any other compensation.
- Late Arrivals
If you are late, we reserve the right to not allow you to join the event. You will not be eligible to a refund will not be able to be transferred to another event or date. As a gesture of goodwill any moving of tickets will be at the discretion of Red Castle Events Booking Team.
- Non Participation During an Event
Red Castle Events will use their sound judgement when making any decision during the event, with the key interest of the safety to all the participants and staff first and foremost.
If the participant decides for whatever reason to excuse themselves from the event either at the beginning or during an event without any reasonable justification, then the Event Manager will ensure the customer understands that they waive their right to any refund or transfer unless it is in agreement with the Event Manager / Director that continuing would cause further injury, illness or diminished safety of the individual, other customers, staff and the event.
If the Event Manager / Director advise a participant to not continue with an event for any reason within reasonable remits and grounds; the Event Manager / Director will clarify clearly whether any, refund or transfer will be made available.
- Behaviour and Conduct
Participants are reminded that there are actors playing different characters on the experience. Therefore if the Event Manager / Director feels that the safety of the staff or other customers is at risk, including excessive force, the individual/s will be asked to leave the event and escorted off the premises and not be eligible for a refund or transfer onto another event.
We do not tolerate drunken or abusive behaviour, alcohol or illegal drugs (the substance or paraphernalia) on site, again no refunds will be made available or transferring participants onto a further event.
Any participants removed from the event will be escorted off the grounds due to the safety of all involved with the event. The grounds are Private and any participants causing intentional disruption can be prosecuted. The police are aware of the event and the grounds, and are on call should any disrupted behaviour becomes out of hand.
Any intentional damage or theft from the bunker or Equipment provided by Red Castle Events will result in prosecution and fines.
- Equipment – Protective Wear
We provide all essential protective equipment should it be required, it is mandatory to wear the protective eye wear if asked by staff during the event.
We do not provide protective clothing, the location can be dusty and dirty, so wearing appropriate clothing is advised. Red Castle Events offers no compensation for damaged or soiled clothing.
It is the customer’s choice to bring valuables with them, and they are responsible for them at all times
These can include but are not limited to:
- Mobile phones (including Smart Phones, PDAs, tablets, or other communication device)
- Recording and entertainment devices (including cameras, video recorders, Amazon Kindles, tablets, laptops, iPods, MP3 players, etc)
- Pushchairs / Buggies
If an item becomes damaged; Red Castle Events are not liable for any loss or damage which may occur to either your property or person during the event.
Photography or filming is allowed through the event, except during any introductions or presentations at the discretion of our staff and crew.
f you do not wish to be featured on any camera images taken in house please let the organisers know prior to the event. We are granted full use of the images recorded, such use may include publication in the local newspaper, website, brochures, general advertising and other vehicles that may be distributed to or otherwise seen by large numbers of individuals and potential patrons of the Red Castle Events.
The recorded footage may be used in a compilation of the ‘best of’ moments of Red Castle Events experience. This will be made available to the public domain and may be used for marketing purposes.
- Fitness and Medical Conditions
Events can held in locations that require basic mobility and can be physical in nature If this is of concern, please get in touch before the event to discuss this in more detail.
During the booking process:
- If you have any medical or physical concerns that will affect your participation in the event, please ensure you let us know in the “notes” section or contact the Bookings team to advise.
- If you can identify with having moderate to severe physical, visual or hearing impairment/s or difficulties, and require the assistance of another person (who we can provide if enough notice is given) then please provide as much information as possible before attending the event or during booking.
On the day activities and requirements:
- You are required to let a member of the team know if you have a medical condition that we should be made aware of.
- If you have a condition that requires medication (asthma etc.), you are required to put this in the top left hand pocket of your jacket or vest. This will be advised on the day when you speak to an organiser. Please note that this includes asthma even if considered to moderate to mild as special effects and smoke can trigger an attack.
- The first aid qualified member/s of staff will be pointed out on the day.
- In the event of an accident, there is a first aid box and member of staff available on site, or contact can be made with the emergency services depending on the severity.
- Non Running Events
Red Castle Events is a group based activity, we have between 20-50 participants in smaller areas and up to 200 people in larger areas. In the unlikely situation that a date or event has less than the required people booked and attending we will unfortunately have to cancel that particular event, with no less than 10 days notice to the participants. In this case we will offer to move the participants to the next available event / date with spaces. If this is not suitable then we will be able to offer a full refund on the ticket price. This will be made via the original method of payment and can take up to 10 working days to process.
- Other Information
Any information or training provided during the events is to ensure safety to all involved including the customer, other participants and members of staff. The training provided is only for use within the particular event organised, ran or hosted by Red Castle Events. Any loss, damage or injury experienced after event that relates to training at Red Castle Events is not our responsibility and we are not liable.
Red Castle Events is not responsible for any zombie causing virus or parasite you are exposed to during the event.
- Loss or Damage
You are liable for any loss or damage which you may cause to our premises or venues, or that of any external venues that we use, and agree to adhere to all location rules, procedures and policies (including policies as to behaviour and conduct) that may be in place at our venue.
- Payment and Costs
The price of any of our events will be as quoted in our brochures, flyers, on our website from time to time, except in cases of obvious error. If the event is advertised on third party sites at a different price, this responsibility falls to them.
Prices are liable to change at any time, but changes will not affect bookings in respect of which we have already sent you a Booking Confirmation email, except in cases of obvious error.
You may pay for your booking online by Vouchers, PayPal, Secure Card Payments and Bank Transfer.
All payments made online through our site are processed by a secure payment collection service through Paypal. Our online payment processing is undertaken by the PayPal website / Stripe payments and no payment details are held on our website. When you book an event and wish to make payment online, we will take your name, address and other details and then you will be transferred to the Payment Processor’s website to enter your credit or debit card details and finalise the payment process. The Payment Processor will need to know certain information about you in order to process payment for the booking and you hereby consent to the transfer by us to the Payment Processor of such information.
The Payment Processor’s own terms and conditions apply where applicable.
Please note that we cannot guarantee the security of data which you send us by email. Accordingly please do not send us payment information using email. Unless we are fraudulent or negligent, we will not be liable to you for any losses caused as a result of unauthorised access to the personal and transactional information that you provide us when making a booking.
- Extreme Circumstances
In extreme circumstances we may offer to move your booking, but this will only be a gesture of goodwill and we are under no obligation to do so. When moving a booking we will add you to our ‘Cancellation List’. We will refer to this list and contact you when there has been a cancellation (this may be quite short notice) We will email or call to let you know places are available. If and when we re-book you you will not be able to change this again. We will keep you on the list for 6 months.
In very extreme circumstances we may be able to offer a refund, but this will only be a gesture of good will and we are under no obligation to do so. In this case there will be a 30% admin charge per ticket to cover our costs. This will not be possible if there is less than 28 days before the start of your event.
In extreme circumstances we may offer an extension to your gift pack voucher, but this will only be a gesture of goodwill and we are under no obligation to do so.
In extreme circumstances we may offer a refund, but this will only be a gesture of good will and we are under no obligation to do so. In this case there will be a 20% admin charge on the value of the entire order or £25 whichever is greater, to cover our admin costs. This will not be possible if there is less than 28 days before the start of your event or if you have less than 28 days remaining on the gift certificate. This refund will not include any additional items supplied with the gift pack ie T-Shirts, and will only cover the cost of the tickets themselves (£90) additional charges (£3 PDF / £8 Posted) will not be refunded.
In extreme circumstances we will consider moving a booking but this will be subject to a 10% or £25 admin fee (whichever is greater) and will only be done as a gesture of goodwill. If there is less than 28 days before the start date of your experience, we will not be able to move your tickets.
In acceptance of us allowing you to move your experience date the terms will be:
- The ticket move date will be decided by us (You may suggest a date, but the final decision will be made by Red Castle Events).
- If moving you to a later date and we are unable to fill your previous ticket slots, you will have to attend the original date or forfeit your tickets. This will be made known to you in the week prior to the experience.
- Making an Order
We have taken great care in the preparation of the content of this website, in particular to ensure that the details, descriptions and prices quoted are correct at the time of publishing. However, we will only accept orders if there are no material errors in the description of the merchandise or its price as advertised on this website. All prices are displayed non inclusive of VAT as we are currently not registered for VAT and exclusive of delivery charges. The total cost of your order is the price of the merchandise ordered at the current rate and delivery charges as set out in the delivery options section of this website.
We have made every effort to display as accurately as possible the colour of the products that appear on the website. However, as the actual colours you see will depend on your personal computer equipment, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the merchandise on delivery. We are not responsible for the content of any off-website pages or any other websites linked to or from this website. Links appearing on this website are for your convenience only and are not an endorsement by us of the content, products, services or suppliers connected therewith.
All images of products on this site are purely for graphical representation only. Whilst every effort is made to ensure the accuracy of the information, we accept no responsibility for inaccurate images of products or images differing from actual products received.
All items are subject to availability. Validly stated prices on our website remain in effect for so long as the merchandise is available or as otherwise stated on our website. We do not hold back orders for unavailable merchandise and we will inform you as soon as possible if the goods you have ordered are not available. All offers and promotions are available while stocks last. If on receipt of your order the goods you have ordered are not available in stock, we will inform you as soon as possible and refund or credit any sum paid by you.
There will be some times when your access to Red Castle Events LTD website is restricted to allow for repairs, maintenance or improvements. If you find a fault, please let us know by contacting firstname.lastname@example.org
Placing an order
Making a purchase could not be easier. Just browse our website, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on “Checkout” and you will be asked for a few details that we need to be able to satisfy the order. Please note that a credit, debit card or Paypal account is required at this stage.
You are able to correct errors on your order up to the point at which you click on “Process My Payment” on the final page of our ordering process.
Acceptance of your order
We will notify you by email as soon as possible to acknowledge receipt of your order and to provide you with an order number. If we are unable to fulfill your order following this acknowledgement, we will contact you by email or telephone advising you of this.
If an item is out of stock, the website will not let you order this item. Our acceptance of your order will take place upon payment for the product(s) ordered. If you require any information concerning your order please email us at email@example.com quoting your order number. We reserve the right not to accept your order if we have identified a product or pricing error or if we are unable to obtain authorisation for your payment. Please remember that once we accept your submitted order for merchandise on this website, there will be a legally binding contract.
The price of our products is as shown on our website. The total price, including delivery, will be shown at the ‘checkout’ prior to submitting your final order. If, by mistake, we have under-priced a product, we will inform you as soon as possible and offer you the option of reconfirming your order at the correct price or cancelling your order. If you cancel, we will refund or credit any sum paid by you.
All our prices are in UK pounds. We accept all major credit cards. Payment will be debited and cleared from your account at the point at which your order is dispatched.
Credit Card Security
All credit/debit card numbers are encrypted in the software when the order is placed, PayPal using 128 bit SSL encryption to secure the transaction between us and the user. All data is then passed directly to the Barclays MPI ePDQ payment engine again using 128 Bit SSL encryption and is stored within a the PayPal secure server. The card number details are never stored by Blackpapersky Productions LTD, providing added security.
Your credit card company may also carry out security checks to confirm that your order is genuine. If the issuer of your payment card refuses to pay or does not for any reason authorise payment to Blackpapersky Productions LTD, we will not be liable for any delay or non-delivery of merchandise. Risk in the merchandise transfers to you upon delivery.
All orders are subject to our own security and credit card verification procedures Blackpapersky Productions LTD reserves the right to withhold any order that has failed to be verified. Should there be any problem with verification of your card details you will be notified during your payment transaction.
To ensure that your credit, debit or charge card is not being used without your consent, PayPal will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.
- Returns Policy – On Physical Goods Only
Returning Unwanted items
For hygiene reasons we can only accept returns on items that have not been opened, used or tampered with. All UK returns must be received back at our warehouse address within 30 days of the date your order shipped from us (that’s the date and time you received your dispatch email). For international orders, packages must be received by our warehouse within 60 days of the date your order was shipped from us. Please email us at firstname.lastname@example.org notifying us that you intend to return the items to us. You must return the products to us at the time of cancellation and we will credit your credit/debit card with the price of the products within 30 days after we have received the notice of cancellation. We will notify you by email once your refund has been processed. We regret we cannot refund any of the original packing and postage costs.
Damaged or Faulty Items
We take great care in packing our orders to ensure items are received in the same condition as they leave us. On the rare occasion damaged or faulty items are received it is our intention to resolve this issue as soon as possible. Please contact at email@example.com if you consider the item you have received is damaged or faulty and where possible please provide an image. We will then advise on what to do next.
To return an item to us, please use the returns form that was included in the documentation you received with your order. Please include your details including your name, email address, the order number and the reason for the return. Please ensure that any returned goods are properly packed to avoid and damage.
Wrong Item Received
On the rare occasion that the wrong item has been sent to you please contact our customer service team at firstname.lastname@example.org, it is our intention to resolve this matter as quickly as possible and we will advise you on returning the wrong item to us so we can swiftly send you the correct one.
If you are unsatisfied with any aspect of your order please contact us at email@example.com to let us know.
- Entire agreement
We reserve the right to vary these terms and conditions at any time without notice.
Updated September 2018