Summary of Key Terms
- All sales are final. All tickets are non-refundable and non-transferable (other than in the limited circumstances set out below).
- If an event is postponed or cancelled, you are entitled to a refund. This refund is for the face value of the tickets only and does not include the fees paid. Tickets may need to be returned to us before a refund can be issued.
- If you do not receive confirmation of your purchase before the event, it is your responsibility to contact us with regards to this.
- We reserve the right to make tickets available for collection at the venue only, should it be necessary, and we will notify you accordingly.
- It may be necessary, at times, to reseat you for an event. The Promoter/Venue reserve the right to change your seats should it become necessary. You will be notified of this before the event.
- It is your responsibility to inform us of any change of details including address and email address. See below for full terms:
I. General Terms and Conditions
By using luxuryexpress.co.uk ("Site"), you expressly agree to be bound by the following "Terms" and all applicable laws and regulations governing the Site, The Luxury Express Ltd and its respective affiliates, parent company and subsidiaries (collectively "Luxury Express") reserve the right to change these Terms at any time, effective immediately upon posting on the Site. If you violate these Terms, The Luxury Express may terminate your use of the Site, bar you from future use of the Site, cancel your ticket order, and/or take appropriate legal action against you.
I. Permitted Use
You agree that you are only authorized to visit, view and to retain a copy of pages of this Site for your own personal use, and that you shall not duplicate, download, publish, modify or otherwise distribute the material on this Site for any purpose other than to review event and promotional information, for personal use, or to purchase tickets or merchandise for your personal use, unless otherwise specifically authorized by The Luxury Express to do so.
Illegal and/or unauthorized uses of the Site, including, but not limited to, unauthorized ticket sales, or unauthorized use of any robot, spider or other automated devices on the site, may be investigated and appropriate legal action taken, including without limitation civil, criminal and injunctive redress.
II. Disclaimers
The Luxury Express provides no guarantee that the Site will be error-free, uninterrupted, or will provide specific results from use of the Site or any Content, search or link on it. The Site and its Content are delivered on an "as-is" and "as-available" basis.
The Luxury Express disclaims all warranties, express or implied, including any implied warranties of merchantability and fitness for a particular purpose. The Luxury Express will not be liable for any damages of any kind arising from the use of this Site, including without limitation, direct, indirect, incidental, and punitive and consequential damages.
The Luxury Express disclaims any and all liability for the acts, omissions and conduct of any users, advertisers and/or sponsors on the Site. The Luxury Express is not responsible for the products, services, actions or failure to act of any venue, performer, promoter or other third party in connection with or referenced on the Site.
III. Trademarks
The Luxury Express logos found on this site are copyright of Luxury Express and may not be used at any time under any circumstances save with the prior written permission of The Luxury Express.
IV. Copyright
The content and software on this Site is the property of The Luxury Express and/or its suppliers and is protected by copyright. Except as expressly stated in the limited license provision of these terms and conditions, The Luxury Express does not grant any express or implied right to you under any of its trademarks, copyrights or other proprietary information.
V. Limitation on Liability
Except in jurisdictions where such provisions are restricted, in no event will The Luxury Express be liable to you for any direct, indirect, consequential, exemplary, incidental, special or punitive damages, including but not limited to lost profits, even if such damage was reasonably foreseeable and even if The Luxury Express has been advised of the possibility of such damages.
VI. Indemnity
You agree to indemnify and hold The Luxury Express, its subsidiaries, affiliates, officers, employees, agents and other partners, harmless from any loss, liability, claim or demand, including reasonable attorneys' fees, made by any third party due to or arising out of your use of the Site, including also your use of the Site to provide a link to another site or to upload content or other information to the Site.
VII. Governing Law
By using the Site, you agree that any dispute will be governed and construed in accordance with English law and you agree to submit to the non-exclusive jurisdiction of the English Courts.
Last update: March 2022
II. Purchase Policy (Terms and Conditions of Sale)
This Purchase Policy incorporates our General Terms and Conditions.
1. Definitions and interpretation
"Event" means an entertainment event including, without limitation, travel trips, exhibition, sports, theatrical and/or music event to be held at a Venue in respect of which We have the right to sell You Tickets.
"Tickets" means tickets or other types of evidence (including electronic tickets) for an Event sold by Us to You on behalf of the organization responsible for the Event for the right to occupy space at or to attend an Event.
"Venue" means any facilities or locations of any nature where the Event is being held.
"We" Us", "Our" “We” “Event Partners” means The Luxury Express Ltd, a company registered in England (Company No. 14324236) with its registered address at Studio 316, The China Works, 100 Black Prince Road, SE1 7SJ.
"Us", "Our" “We” “Event Partners” shall be read accordingly.
"You" means you or anybody who in Our reasonable opinion is acting with your authority or permission. "Your" shall be read accordingly.
"Promoter" means the person firm or company staging the Event if different from Us and the Venue.
"Non-Ticketed Items" means any items other than Tickets, or packages that include Tickets, sold via the Site including The Luxury Express vouchers, online programmes or merchandise.
"Group" means group organizers, charities, travel and coach companies or other organizations that We have agreed to sell to knowing that the Tickets are intended for resale.
2. Incorporation
These Terms and Conditions incorporate and should be read in accordance with the Venue and/or Promoter terms, conditions and regulations, copies of which are available upon request from the Venue and/or Promoter. In the event of any inconsistency between the terms in relation to Venue or Promoter requirements, those of the Promoter shall prevail. If no Promoter, those of the Venue shall prevail.
3. The Luxury Express acting as agent
The Luxury Express is a limited company that sells Tickets for Events allocated to it by an Event Venue or Promoter or Company.
The Luxury Express is not responsible for the organization or staging of the Event and has no control over the cancellation or rescheduling of or for material changes to any Event.
4. Tickets
All Tickets are offered subject to availability and to these Terms and Conditions. These Terms and Conditions should be read carefully prior to confirming Your order and any queries relating to them should be raised with us prior to purchase, as placing Your order constitutes acceptance of these Terms and Conditions.
A valid Ticket must be produced to get into an Event. Removing any part of, altering or defacing the Ticket may invalidate Your Ticket.
It is Your responsibility to check Your Tickets to ensure they are correct as if you have made a mistake it cannot always be rectified after purchase and we will not be responsible for any failure to rectify a mistake and/or refund the Ticket price in such circumstances. Accordingly, please check your Tickets carefully on receipt and contact us immediately if there is a mistake.
If we discover an error in the price of tickets you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price (and credit or debit your account as applicable) or cancelling your order and receiving a full refund from us.
We will not be responsible for any Ticket that is lost, stolen or destroyed. It is not always possible to issue duplicate tickets or transfer ownership of the Ticket. For example for non-seated events where there is a possibility of both the original and duplicate tickets being used, compromising the licensed capacity of the venue. Duplicates may therefore be issued at the discretion of the Promoter or the Venue acting reasonably. If duplicates are being issued, a reasonable administration charge may be levied and the duplicate Tickets will only be issued for collection from the venue and will only be resent by mail at Our discretion.
We and the Promoter reserve the right to provide alternative seats at an Event to those specified on the Ticket if the staging of the Event reasonably requires, provided they are of no less value to that stated on the Ticket.
Where a concession is claimed, proof of identity and concession entitlement (for example of age or membership status) may be required in which event you will be obliged to provide at any such time proof of your entitlement to the concession.
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.
5. Price and payment
The price of the Ticket shall be the price set at the time We accept Your order. All prices set are inclusive of any applicable taxes but exclusive of any booking fee and collection or delivery fee.
No order will be accepted until We have received full payment. We will confirm Your order once We have received full payment.
6. Delivery
The Luxury Express aims to dispatch purchased Tickets as soon as possible.
If Your Tickets are not being held at the Venue box office, and You have not received Your Tickets from Us three (3) working days prior to the Event please contact Us immediately including your reference number and the name and postcode of the ticket purchaser.
Tickets will only be delivered to the billing address of the debit/credit card holder unless We specifically offer You the facility for Tickets to be sent to an alternative address.
We reserve the right to make Tickets available for collection at the Venue box office. You will be notified by telephone, email or in writing of the arrangements for collection (using the details provided at the time of ordering) if this becomes necessary. Where there is not enough time to deliver Tickets, You will be told at the point of purchase the arrangements for collection of Your Tickets.
If You are collecting Your Tickets from the Venue box office, You must have Your acknowledgement of order and the credit/debit card used to make the order with You otherwise you will not be entitled to collect Your Tickets.
You will be able to collect Your Tickets from one hour prior to the start of the Event unless otherwise indicated within the Venue terms and conditions.
7. Changes to Event
The Promoter and/or the Venue reserves the right to make alterations to the published Event programme where reasonably necessary.
8. Refunds/exchanges
Except where We offer, at our absolute discretion, an applicable Ticket exchange or resale or refund facility, once you have purchased a Ticket from Us you will not be entitled to exchange or to obtain a refund for that Ticket other than as described in this section.
If an Event is cancelled, or rescheduled (subject to the below) or where there is a material change to the programme of an Event, you may be entitled to a refund of the face value price paid (or, if the face value has been reduced by the Promoter, the discounted face value price paid) of the Ticket (excluding any booking fee or service charges) from the Venue or the Promoter.
Where an outdoor event is cancelled or curtailed because of adverse weather, the Venue or Promoter may not be liable to make any refund or pay any compensation beyond the refunds that may be payable under the Venue’s or Promoter’s rules.
A “material change” is a change which in the Venue or Promoters reasonable opinion, makes the Event materially different to the Event that the purchasers of a Ticket, taken generally, could reasonably expect.
The Luxury Express has no control over the cancellation, rescheduling or making of material changes to any Event and will not be responsible for any refund payable in these circumstances other than when we may be able to issue refunds directly (using funds provided by or due to the Venue or Promoter) in which case we will use our reasonable endeavors to refund you the face value of the Ticket (excluding any booking fee or service charges) as soon as reasonably practicable.
If we are unable to issue refunds directly, we will be able to provide you with information as to whom you should contact to seek a refund, but we are not liable to you for such refund if you are unable to obtain a refund from the applicable Venue or Promoter.
Where such a refund is sought you must bring this to our attention as soon as possible upon becoming aware of such change, cancellation or where the Event has been rescheduled, prior to the rescheduled event.
If you wish to claim a refund in any of the circumstances described above, You should notify us as soon as possible and no later than 7 days after the applicable cancellation, rescheduling or material change. Where we inform You that we are responsible for the refund you must return any unused Ticket(s) to us before we are able to process any refund. Where Non-Ticketed Items have been accessed the sale of such items will be deducted from your refund. If we are able to provide You with a refund, as described above, We will refund You the face value price of the Ticket (excluding any booking fees, service charges, cost of good purchased and any other applicable fees We deem reasonable). Refunds will only be made to the person who originally purchased the Ticket(s) and, wherever possible, will be made using the same method as was used to purchase the Ticket(s) except, at our discretion, where payment was made by cash.
You can change your mind about Non-Ticketed Items purchased from us within 14 days of receiving our email confirmation accepting your order. You are entitled to a full refund should you wish to change your mind. Please contact us here.
These Terms & Conditions do not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice (www.adviceguide.org.uk), Which? (www.which.co.uk), or the Department for Business Innovation and Skills.
9. Liability
To the maximum extent permitted by law, The Luxury Express shall not be liable for any loss, injury or damage to any person (including You) or property howsoever caused:
(a) in any circumstances where there is no breach of contract or a legal duty of care owed by The Luxury Express;
(b) in circumstances where such loss or damage is not directly as a result of any such breach by The Luxury Express (save for death or personal injury); or
(c) to the extent that any loss or damage results from Your negligence or breach of contract by You and/or any applicable laws or regulations.
To the maximum extent permitted by law, The Luxury Express shall not be liable for any indirect or consequential losses or loss of data, profits, revenue, earnings, goodwill, reputation, enjoyment or opportunity, or for distress, or any exemplary, special or punitive damages, arising directly or indirectly from Your use of any Luxury Express service and/or any tickets made in connection with it. In particular, please note that personal arrangements including travel, accommodation or hospitality relating to the Event which have been arranged by You are at your own risk. Liability for the cancellation or rescheduling of an Event, or for material changes to an Event, will be limited to the refund as set forth in Section 7.
Our and any relevant Venue or Promoter’s liability to you in connection with an Event (including, but not limited to, for any cancellation, rescheduling or alteration of an Event) and any Tickets you have purchased shall be limited to the amounts specified in these General Terms and Conditions.
The Luxury Express is not responsible for any internet connection errors experienced while using The Luxury Express website or any Luxury Express services.
The Luxury Express is not responsible for the actions or failures of any Venue, performer or Promoter. Under no circumstances shall we be liable for death or personal injury suffered by You or Your guests arising out of attendance at an Event, unless caused by our negligence. Neither shall we be liable for any loss or damage sustained to Your property or belongings, or those of any guests under Your booking, attending an Event other than caused as a result of our proven negligence or that of the Venue or the Promoter or other breach of statutory duty.
The Luxury Express shall not be liable to You for failure to perform any of its obligations under these terms and conditions to the extent that the failure is caused by an event of Force Majeure (defined below in these General Terms and Conditions). This clause does not affect the terms of any clauses specifically providing for a right of refund.
Nothing in these terms and conditions seek to exclude or limit The Luxury Express’s liability for death or personal injury caused by our negligence, fraud or other type of liability which cannot by law be excluded or limited.
10. Canceled/Re-scheduled Events
It is Your responsibility to check if an Event has been cancelled or re-scheduled and to check the date and time of any re-scheduled Event. Where we become aware that an Event is cancelled or re-scheduled, We will use our reasonable endeavors to notify you using the details You provided us with at the time of ordering, but we may not always be able to do this and we do not guarantee that you will be informed of such cancellation before the date of the Event.
It is Your responsibility to inform us of any change to the contact address, telephone number or email address You provide us with at the time of ordering.
11. Use of details and Data Protection
For information on how we use information and Data Protection see The Luxury Express Privacy Policy here.
12. Resale/use of Tickets and property
You may not re-sell or transfer a Ticket under any circumstance.
13. Void Tickets
Any Ticket obtained in breach of these Terms and Conditions 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 an Event may be considered to be a trespasser and may be liable to be ejected and liable to legal action.
Void Tickets are non-refundable.
14 Restrictions on the purchase of tickets
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 and without the Agent’s agreement, without prior notice unless the purchase of an excess was due to Our error.
15. Conditions of Admission
The management of the Venue reserve the right to refuse Ticket holders’ admission to the Venue in reasonable circumstances including for health and safety, licensing reasons or where a Ticket is void.
The management of the Venue also reserves the right to request that Ticket holders leave the Venue at any point on reasonable grounds and may take any appropriate action to enforce this right. By way of example, the Venue may remove a Ticket holder who:
1. has behaved in the Venue in a manner which, in the reasonable opinion of the Venue has, or is likely to affect the enjoyment of other visitors; or
2. uses threatening, abusive or insulting words or behavior or in any way provokes or behaves in a manner which may provoke a breach of the peace; or
3. in the reasonable opinion of the Venue is acting under the influence of alcohol or drugs; or
4. smokes (save when in a designated smoking area) or possesses and or/uses drugs or any illegal substances
5. fails, when required, to produce proof of identity or age
6. use mobile phones or messaging equipment which in the Venue’s opinion could constitute a nuisance to the rest of the audience; or
7. fails to comply with any measures put in place in relation to COVID-19.
You must comply with instructions and directions given by Venue staff and stewards.
No refunds will be given to Ticket holders who are refused entry or ejected due to their own behaviour as suggested in, but not limited to, the examples above.
Where the Event is being "live streamed" over the internet, it will be Your responsibility to ensure that you have obtained (i) the minimum software and hardware requirements needed to view the live stream and (ii) a suitable connection to the internet. We will not be responsible for any issues related to the equipment/software you use to access the live stream or any connection or bandwidth issues caused by your service provider. Any refund in these circumstances will be at the Promoters discretion.
The Promoter will be solely responsible for the content of any live streamed Event and you must comply with any rules and instructions for accessing and viewing the live stream (including any prohibitions on unauthorised recording or streaming).
16. Restrictions and prohibitions
The use of equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data inside any Venue is strictly forbidden for digital events. Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed. Any recording made of an Event in breach of these conditions shall belong to The Luxury Express. The Luxury Express, The Promoter and Venue will not be liable for any loss, theft or damage to confiscated items.
By attending an Event, Ticket holders consent to filming and sound recording of themselves as members of the event. The Luxury Express may use such films and recordings (including any copies) without payment.
Ticket holders shall not bring into the Venue or display or distribute (whether for free or not) at the Event any sponsorship, promotional or marketing material's.
Alcohol may only be consumed in public bars and other authorised areas.
Smoking is not permitted unless within a designated smoking Area (if any).
The following are not permitted within any Venue:
1. animals (with the exception of guide dogs);
2. laser pens
3. Your own food and drink (unless permitted by the Venue);
4. bottles, cans or glass containers (unless permitted by the Venue);
5. any item which may be interpreted as a potential weapon including sharp or pointed objects (e.g. knives);and
6. illegal substances.
The management of the Venue reserves the right to conduct security searches from time to time and confiscate any item which, in the reasonable opinion of the management of the Venue, may cause danger, annoyance, aggravation or disruption to other members of the audience or the Event or is one of the items not permitted in the Venue as listed above.
Late admission cannot be guaranteed, where the Event involves a set start or departure time, late comers will not be permitted admission or a refund.
17. Health and Safety
Ticket holders must comply with all relevant statutes, safety announcements and Venue regulations whilst attending the Event.
If Ticket holders have any special requirements or concerns about any special effects which may be featured at the Event, prior notice should be provided when ordering Tickets. Special effects may include, without limitation, sound, audio visual, pyrotechnic effects or lighting effects.
18. Dispute Resolution
If any dispute arises out of these Terms and Conditions, We will attempt to settle it. To this end We shall use Our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a just and equitable settlement satisfactory to both parties.
Although this does not restrict your rights to pursue court proceedings, if we are unable to settle any dispute by negotiation within 21 days, the parties may attempt to settle it by mediation. To initiate mediation a party must give written notice to the other parties to the dispute requesting mediation.
The above dispute resolution terms are without prejudice to the Limitation of Liability clause (Clause 9) of these Terms and Conditions.
19. Waiver
If We delay or fail to enforce any of these Terms and Conditions It shall not mean that We have waived our right to do so.
20. Assignment
We shall be entitled to assign any of Our rights and obligations under these Terms and Conditions provided that Your rights are not adversely affected.
21. Severability
If it is found by a Court that any of these Terms and Conditions for any reason cannot be enforced, this shall not prevent the other provisions from continuing to apply.
22. Third Parties
Any person, other than the Venue or Promoter, not a party to these Terms and Conditions shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms and Conditions. The Act can give rights under some contracts to third parties who are not parties to those contracts but in this case only We, the Venue, the Promoter and You (or your buyers as permitted under Clause 12) have rights and obligations under this contract.
23. Force Majeure
For the purposes of these Terms and Conditions, "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, pandemic, theft of essential equipment, malicious damage, strike, lock out, weather, third party injunction, national defense requirements, actions taken by the police, acts or regulations of national or local governments. We will not be liable to You for failure to perform any obligation under these Terms and Conditions to the extent that the failure is caused by Force Majeure. This Clause does not affect the terms of Clause seven (7).
24. Amendments and Variations
We intend to rely on the written terms set out here in this document as well as the written terms and conditions of the Venue and the Promoter. You should read the terms and conditions carefully before entering into the contract to ensure that they contain everything that You consider has been agreed. If they do not then you should speak to any member of Our staff and obtain Our confirmation in writing as to any terms or conditions which you consider have been agreed. After the contract has been made, these Terms and Conditions cannot be varied or amended in any respect unless both you and We agree and it is preferable that this is in writing).
25. No Partnership or Agency
Nothing in these Terms and Conditions and no action taken by You or Us under these Terms and Conditions shall create, or be deemed to create, a partnership, joint venture or establish a relationship of principal and agent or any other relationship between You and Us beyond the contractual relationship established under these Terms and Conditions.
