Terms & Conditions

TERMS AND CONDITIONS: TLE PRODUCTIONS LTD

 

Any person or entity using or otherwise accessing the platform at www.thelostestate.com or any other internet domain address registered within The Lost Estate group of companies (see herein) or accessing any of the information contained within these websites must agree to be bound by the following terms and conditions. 

 

  • Definitions
      • “Agreement” means the following terms and conditions herein.
      • “Website” means any of the following websites (including subdomains):
      • “User/Users”, “you”, “your”, “yourself” means any person or entity accessing this Website and/or attending a Show (see 1.6 herein).
      • “us”, “we”, “our”, “Company” means TLE Productions Ltd, a company registered in England with company number 11796510 and whose registered address is at 3 East Point, Seal, Sevenoaks, Kent, TN15 0EG.
      • “Venue” means 7-9 Beaumont Avenue, London, W14 9LP or any other location where a Show (see 1.6 herein) may take place.
      • “Show/Shows” means an immersive hospitality and theatrical experience (or similar) produced and managed by the Company.
      • “Content” means any content, data or other materials contained on or within the Website.
      • “Force Majeure Event” means any extreme or unforeseen act that causes the closure of the Venue or cancellation of a Show including but not limited to: failure of local or national power supply; act of God; public calamity; national mourning; Venue failure; fire; strikes or industrial disputes; lockouts; disputes with individuals; pandemic, including any local and/or government restrictions due to Covid-19 or any other pandemic; or by order of any Public Authority; or by any other similar cause beyond our reasonable control.
      • “Box Office” means the box office team for a Show who are contactable via: 0207 129 7365 or hello@thelostestate.com or by any other contact details listed on the Website. 
      • “Booking Fee” means any additional fee labelled as ‘booking fee’ applied to the purchase price of a ticket and/or product for a Show at the point of sale.
  • Age restriction
      • You must be over 18 years of age to book tickets for a Show. The experience is intended for an adult audience. Minors aged 13 years or older may attend in the presence of a consenting parent or guardian and must be accompanied at all times throughout the Show. When you register with or otherwise access the Website you are confirming that you are over 18 years of age.
  • Passwords
      • You agree to:
        • Keep your password secure and confidential and to not allow anyone else to use your email address or password to access the Website or any Content;
        • Not do anything which would assist anyone who is not a registered User to gain access to any secured area of the Website;
        • Not create additional registration accounts for the purpose of abusing the functionality of the Website or any Content, or other Users, or to seek to pass yourself off as another User. 
      • If you think someone else has obtained your account details, please let us know immediately via hello@thelostestate.com or via the Box Office and we will close your account as quickly as practical. Please note that you will be responsible (to the Company and to others) for all activity that occurs under your registration account.
  • Website service
      • The Website is an online service which offers direct ticketing for a Show and related goods and services (“Service”). The Service is available for free to browse subject to this Agreement, and any other terms posted on the Website from time to time. 
  • Privacy policy
      • Please refer to the privacy policy listed on the Website for full details on how we collect and process your personal data.
  • Tickets (Right to Attend a Show)
      • Each ticket that you purchase from the Website is a revocable licence to attend a Show and is subject to this Agreement as well as any specific terms and conditions applicable to the Show as notified to you via email or as posted on the Website from time to time. 
  • Payments
      • Payments may be made by credit/debit card using Visa or MasterCard (and other payment methods offered from time to time as detailed on the Website). All transactions are charged on a pre-authorised basis. 
      • All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If your card issuer refuses to authorise payment, your order will be cancelled and we will not be liable for any delay or non-delivery. We are not responsible for your card issuer or bank charging you as a result of us processing your credit/debit card payment in accordance with your order nor are we obliged to inform you of any reason for refusal. 
      • By using your credit or debit card, you confirm that the card belongs to you and that there are sufficient funds or credit available to cover the pre-authorised charges and at the point the card is charged. Please note that international payments and certain payment methods may incur higher payment processing costs. 
      • We reserve the right to reject or cancel any purchase at any time if we suspect fraud or any other issues with payment or suspicious account activity.
  • Order Confirmation
      • You must ensure that all information and details provided by you to us during the booking process for a Show and/or thereafter are true, accurate and kept up to date at all times in all respects.
      • The Company normally sends a summary of your purchase to the email address provided during registration. You should also receive a confirmation email after your purchase is accepted. If you do not receive a confirmation email from us, if you receive an error message, or if you discover an error in the information provided, contact us immediately at hello@thelostestate.com or via the Box Office to ensure your transaction has been completed and that your information is correct. 
      • The Company shall not be responsible for transactions not completed or for assumptions that a transaction was completed even though you did not receive a confirmation. 
      • Orders are processed only after a billing address, and/or other billing information, has been verified. Occasionally, we receive incorrect billing or credit card account information for a ticket order that can delay processing and delivery. In such cases, we may attempt to contact you using the information provided at the time of purchase. If we are unable to reach you after an initial attempt, we may cancel your order and release your tickets without further notice or attempted notice to you. Information sent to the email address you provide shall be deemed as delivered to you, regardless of whether you check your email, provide an incorrect address, or if the message is treated as “spam” or “junk”.
  • Reserving Tickets
    • We are able to reserve tickets to the Show for a specified amount of time depending on your group size and ticket type as follows:
    • For bookings under 10 guests:
      • Standard tickets/experience: 4 working days
      • VIP experiences: 3 working days
    • For bookings between 10 – 40 guests:
      • Standard tickets/experience: 5 working days
      • VIP experiences: 48 hours
    • For bookings over 40 guests:
      • All ticket types: 48 hours
    • For private hire:
      • Down to the jurisdiction of the booking team
    • We will reserve your tickets and contact you via email or phone on your reservation expiry day. If we do not hear from you and payment hasn’t been taken for the order on the expiry day, your tickets will be released back to the public
  • Refunds
      • Once booked, tickets are non-refundable and non-exchangeable. Please check your tickets carefully before finalising your purchase, as mistakes cannot be rectified. Nothing in this Agreement is intended to affect your statutory rights.
      • At our discretion, tickets may be exchanged for a later, scheduled performance of the same Show (if tickets on such a date are available) for a future Show ONLY if you contact the Box Office no later than 72 hours prior to the relevant performance that you wish to exchange out of. In such a case, an exchange fee of £10 per ticket will apply.
      • Unless otherwise stated herein, tickets cannot be exchanged or refunded even if lost, stolen, damaged or destroyed.
  • Cancellations/changes to a Show
      • We reserve the right to cancel or change the time and/or date of a Show at our discretion. If we change the time and/or date of your booking, we will give you an opportunity to either rebook to another Show (within 12 months of your original booking, subject to availability) or to cancel your booking entirely. In such a case, no exchange fees shall apply, however in any event we will refund only the ticket/product price (plus the Booking Fee).
      • We will not be liable for any additional costs, losses or expenses resulting from any cancellation of a Show or any change to its time or date including without limitation, personal arrangements such as travel, accommodation, fancy dress purchase/hire or hospitality relating to attending a Show.
      • We reserve the right to reject or cancel any purchase at any time if we suspect fraud or any other issues with payment or suspicious account activity.
  • Liability
      • You voluntarily agree that we will not be held responsible for any loss, injury or damage to any person or property incurred at the Venue during a Show howsoever caused by either:
        • Any circumstances where there is no breach of a legal duty of care owed by us;
        • Any circumstances where such loss or damage is not a reasonably foreseeable result of any such breach (save for death or personal injury resulting from our negligence);
        • The extent that any increase in any loss or damage results from breach by you of this Agreement.
      • Ticket holders for a Show voluntarily agree that the Company, Show, Venue, Show participants, third party ticketing partners and all of their respective agents, officers, directors, owners and employers are expressly released by the ticket holder from any claims arising from such causes.
      • Neither party shall be liable for any consequential, indirect or special damages of any kind (including without limitation loss of profits or revenue or loss of business) whether arising from negligence, breach of this Agreement or otherwise, and regardless of whether or not advised of the possibility of such damage. Nothing in this Agreement shall limit liability for fraud, or for death or personal injury caused by negligence. Our total liability under or in connection with this Agreement shall be limited to the amounts we have actually received from you hereunder.
      • Neither party shall be liable for failure to perform its obligations under this Agreement due to events beyond its reasonable control, including without limitation, Force Majeure Events and acts in compliance with any applicable law, regulation or order (whether valid or invalid) of any governmental body.
  • Delivery of Tickets
      • Your tickets will be delivered to you as indicated at the time of purchase, most frequently via electronic delivery to the email address you provided at the time of purchase.  

  • Offers
      • Father’s Day
        • All tickets MUST be booked using the discount code FATHERSDAY at checkout to qualify for the free gift offer (the box delivered to your adress and extras on the night). If you not use the discount code FATHERSDAY at checkout, you WILL NOT receive your free gifts
        • Any booking made without the code will be processed as regular ticket purchases and WILL NOT be eligible for the free gift box send out or extra on the night
        • The free gift offer includes:
          • In The Box (delivered to the address you provide)
            • Bottled Cherry Pa Cocktail, 200ml
            • Father’s Day card
            • Invitation to The Great Murder Mystery
            • Tokens for dram of whiskey and photography experience on the night
          • On The Night
            • Dram of Glenmorangie 18-Year-Old Scotch Whiskey
            • Vintage Family Portrait (photography experience)
          • Bookings using the discount code FATHERSDAY must be made before Tuesday 11 June to qualify, ensuring delivery of the box in time for Father’s Day 
          • Anyone using the discount code FATHERSDAY must be over the age of 18 as the free gifts contain alcohol products.
  • Lateness
      • Latecomers will only be admitted into the Show at our discretion during a suitable break in the performance. This includes lateness at the start of performances as well as re-entry midway through a performance (for example, should you wish to visit the toilet during moments of theatrical performance at a Show). 
      • If you arrive later than the advertised experience start time on your ticket, we cannot guarantee that we are able to serve your first course. 
      • If you are late for a Show and are therefore refused entry you will not be entitled to a refund.
  • Secret location 
      • Once your ticket is booked you will be emailed with the Venue location along with your tickets. Please check the time stated on your ticket carefully. 
  • Menus and dietary requirements
      • The menu and drinks list at our Shows are set and the Company is not required to provide alternatives. We will endeavour to accommodate most major dietary requirements and guests are responsible for informing the Company of their own dietary requirements by contacting the Box Office a minimum of 72 hours in advance of attending a Show. Please note this does not include personal food preferences.
      • Although we will use reasonable efforts to cater for food allergies, all meals are prepared in the same kitchen and therefore no guarantee can be given. 
      • Please note our food is produced in kitchens that handle nuts, so meals are not suitable for people with severe nut allergies. 
      • You are not permitted to bring your own food, alcohol, soft drinks or any other beverage to the Show, except where and to the extent permitted by us in advance by written notice.
  • Illegal drugs/weapons/intoxication
      • We operate a zero tolerance policy to illegal drug and weapon possession. You may be subject to a security search on entry to the Venue and throughout the Show to ensure the safety of all patrons. When you register with or otherwise access the Website or attend a Show, you are confirming your consent to such searches and waive any related claims that may arise from such a search. 
      • If you elect not to consent to such searches, you may be denied entry without refund or other compensation. Those found in possession of illegal drugs and/or weapons will be refused entry/ejected from the Venue without a refund and the police notified.
      • We reserve the right to refuse to serve alcohol to any customer that appears to be intoxicated or likely to become intoxicated, and to ask for proof of age prior to serving any alcohol.
      • If you arrive at the Show  inebriated or are deemed too intoxicated to enter the Venue by our team, you will be refused entry without refund. Our Shows will be much more enjoyable for you and our team if you drink in moderation!
  • Inappropriate behaviour
      • We reserve the right to refuse admission to or remove any guest who conducts inappropriate behaviour, without refund of any amount paid. This includes, but is not limited to:
        • Causing disruption during a Show;
        • Use of inappropriate/aggressive language to staff, performers or other guests at a Show;
        • Dressing up in a way that is likely to cause offence to staff, performers or other guests at a Show;
        • Inappropriate/aggressive physical contact or violent or sexual actions to staff, performers or other guests at a Show.
      • Mobile telephones and messaging equipment must be switched on silent during the Show.
      • You shall not bring into the Venue or display or distribute (whether for free or not) at the event any sponsorship, promotional or marketing materials.
      • Smoking is not permitted anywhere on or in the Venue. This includes the use of e-cigarettes or vaping.
  • Recordings 
      • You are permitted to take and share (by text message, online, via social media sites, or by any other similar method) digital still photographs (not video or film) using your phone or camera, as long as the flash setting is switched OFF. When doing so, please use the @lostestateoffical handle or relevant Show hashtag indicated on your booking correspondence or our social media platforms.
      • Aside from the above, the use of equipment for recording, streaming or transmitting (by digital or other means) any audio, audio-visual material or any information or data inside the Venue is strictly forbidden, except with our prior permission. Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed. 
      • By attending a Show, you consent to our photographing, filming and sound recording of yourselves as members of the audience and that we may use such photographs, films and recordings (including any copies) without payment.
  • Warranties
      • To the extent permitted under applicable law in your territory, all of our Shows, products and services are provided on an “as is” and “as available” basis without warranty of any kind, either express or implied, including without limitation the implied warranties of merchantability or fitness for a particular purpose. 
      • Without limiting the foregoing, the Company, Show and Service, or any third parties’ website to which the Company, Show and Service is linked, makes no warranty that any materials or services obtained are or will be:
        • Effective, accurate, reliable or of satisfactory quality;
        • Uninterrupted, timely, secure;
        • Free from mistakes, errors or defects;
        • Able to meet your requirements or expectations.
      • The use of the Website, or the downloading or other acquisition of any materials or content through the Website or through third parties’ or provider’s website, is done at your own risk. You will be solely responsible for any damage to your computer device or system or loss of data that results from such activities. 
  • Personal property
      • We do not accept responsibility for the loss or damage of personal property belonging to guests and do not accept responsibility for items stored at the Venue. All personal property brought to the Venue is at your own risk. 
      • We recommend that customers should not bring large suitcases or bags to the Venue as these may not be admitted and cloakroom availability cannot be guaranteed.
  • Cashless venue 
      • All venues for our Shows are cashless. We do not accept cash for food and/or beverages or any related goods or services. 
  • Access
      • We strive to make our Shows accessible to all, however some parts of the Venue will not be wheelchair accessible, and this will be noted during the booking process. 
  • Health and Safety
      • Our Shows may contain special effects which may include, without limitation: sound, audio visual, haze, smoke, fog or lighting effects; temporary blackouts; low-level lighting; and variations/sudden changes in floor levels. If you have any concerns about special effects which may be featured at a Show or venue accessibility issues, prior notice should be provided to the Box Office when ordering Tickets.
  • Force Majeure Event
      • In the event of Force Majeure Event we reserve the right to cancel a Show without compensation to you or any other ticket holder for the Show connected with your booking.
  • Entire Agreement 
      • This Agreement constitutes the entire agreement between the parties on the subject matter hereof. There are no understandings, agreements, or representations, oral or written, not specified herein regarding this Agreement.
  • Modification of this Agreement
      • We reserve the right to modify, revise or change the terms of this Agreement at any time.
      • Any such revision will be binding and effective immediately upon publishing the revised Agreement on the Website or by notice to you (and your continued use of the Website constitutes agreement to any revision of this Agreement).
  • Transfer of rights
      • We may wish to transfer our rights or obligations or sub-contract our obligations herein to another legal entity. You agree that we may do so provided that:
        • This will not adversely affect the standard of the products or the service you receive under this Agreement; 
        • After we notify you of the date on which we will transfer our rights and obligations herein to another legal entity, your only rights under or in connection with this Agreement will be against the new legal entity and not against us.
      • The terms herein are personal to you. You may not transfer your rights or obligations under this Agreement to anyone else without our written consent.
  • No partnership or agency
      • Nothing in this Agreement herein and no action taken by you or us under this Agreement 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 relationship created under this Agreement.
  • Law and Jurisdiction 
    • This Agreement shall be governed and construed in accordance with the laws of England and the Courts of England shall be the courts of exclusive jurisdiction.
    • If any part of this Agreement is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.
    • The terms of this Agreement herein are not intended to give rights to anyone except you and us.

 

Last updated June 2024.

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