Terms & Conditions


The following sets out the terms that apply to tickets for an Attraction produced by 11Arches (11Arches Park, Kynren and any other event) and purchased from 11Arches Night Show Ltd (11ANS) whether in person, by telephone or online. 11ANS reserves the right to refuse any ticket order or purchase.

Tickets

All tickets are sold by 11ANS subject to availability, to these Terms and Conditions and our Privacy Policy. These Terms and Conditions should be read carefully prior to purchase and any queries relating to them should be raised with 11ANS prior to purchase, as purchase of tickets constitutes acceptance of these Terms and Conditions.

Our acceptance of your order will take place when we write to you to accept it, at which point a contract will come into existence between you and 11ANS. If we cannot accept your order, we will let you know and you will not be charged.

The Attraction is private property, and a valid ticket must be produced to gain access to the Attraction. Removing any part of, altering or defacing the ticket may invalidate your ticket. It is your responsibility to check your order as it may not be possible to rectify any mistake after purchase. Please check your tickets upon receipt carefully and contact us immediately if there is a mistake.

11ANS reserves the right to provide alternative seats at performances where seats are specified on the ticket, if the staging of a performance organised by 11Arches reasonably requires it, provided that they are of no less value to that stated on the ticket you purchased.

11ANS restricts the sale of tickets to individuals to a maximum of 6 in one transaction and a maximum of 9 tickets in multiple orders. Multiple online bookings that exceed this limit shall be cancelled without notification.

Where a concession is claimed, proof of identity and concession entitlement (for example of age) may be required to gain entry to the Attraction.

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 or our website.

Tickets shall not be purchased from or through any person, commercial agent, company or otherwise than directly from 11ANS or its authorised agents.

All ticket discounts are subject to limited availability and at the discretion of 11Arches. Discounted tickets cannot be booked in conjunction with or combined with any other reductions or offers.

11ANS will not accept any responsibility for tickets that are mislaid or lost. You may reprint your tickets by logging into your account on our website. Only the first ticket presented with its unique barcode will enable access. Any and all duplicates presented for entry after the first ticket, will be void.

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 unless explicitly agreed otherwise.

All tickets are non-refundable and non-re-saleable (except in those circumstances as outlined in these Terms and Conditions).

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.

Reselling your ticket for profit or commercial gain makes it void.

If you can no longer attend the Attraction, you must contact us to explain your situation and seek our permission prior to reselling your ticket, and in any case it must be sold at no more than face value.

Combining a ticket with any hospitality, travel or accommodation service and/or any other merchandise, product or service to create a package makes the ticket void unless formal written permission is given by 11ANS.

A ticket used for advertising, promotions, raffles, contests or sweepstakes, unless formal written permission is given by 11ANS, makes it void. Use of our trademarks and other intellectual property is subject to our prior written consent.

Any person seeking to use a void ticket in order to gain or provide entry to the Attraction may be considered to be a trespasser and may be liable to be ejected and liable to legal action. Void tickets are non-refundable.

Exchanges can be made up to 60 days prior to your visit but please be aware there is a £5.00 administration charge per booking to make an exchange.

The Attraction will remain open in the event of rain and we do not allow refunds or exchanges due to bad weather. No performance organised by 11Arches has ever been cancelled due to bad weather.

11Arches will endeavor to open as many attractions as possible to visitors at the Attraction. Yet 11Arches in its absolute discretion reserves the right to close the whole or any part of the Attraction at any time or to restrict the numbers of visitors having access to any part or the whole of the Attraction if deemed reasonable under the circumstances. This could be for technical or operational reasons, capacity, inclement weather, special events or to ensure the safety and security of visitors. In the unfortunate event the whole Attraction is closed for any of the reasons mentioned above, 11Arches reserves the right to offer substitute tickets for entry to the Attraction on an alternative date in substitution for any other form of redress. Where the Attraction is not open, 11ANS will use its reasonable endeavours to notify you as soon as is reasonably possible.

These Terms and Conditions do not and shall not affect your statutory rights as a consumer.

Gift Vouchers

Gift Vouchers are valid for 12 months. 

Gift Vouchers cannot be extended and, if not redeemed, the value will lapse to zero pounds per gift voucher.

Please note that for security reasons you cannot use a Gift Voucher within 72 hours of purchase.

Gift Voucher purchases are only valid once you have paid for them in full and you receive a confirmation of purchase, which validates your purchase. Please check this confirmation carefully, as we may not be able to amend any issues at a later date.

All of our prices are inclusive of VAT and are subject to a £2.50 booking fee. Where a printed voucher is requested to be withdrawn at our Box Offices or issued by post a £3.50 administration charge will apply to issue tickets within the UK.

You may choose to receive your Gift Voucher by email (for no extra charge) or a printed version in person at our Box Offices or by post (for an administration fee, see above for details). 

Electronic vouchers are issued immediately after purchase (subject to system uptime) and sent to your chosen email address. Box Office issued vouchers are normally printed and issued to you upon purchase.

We endeavour to dispatch any postal Gift Voucher within 48 hours of purchase, but we cannot guarantee this and take no responsibility for delayed arrival of postal vouchers. On rare occasions, our postal delivery partners may lose your Gift Voucher, in which case you should contact our customer services team who will arrange for a replacement voucher. Your original voucher will be cancelled if a replacement is issued.

Gift Voucher is subject to availability at time of booking and we therefore strongly recommend that you book as early as possible to have the widest possible choice. Bookings can be made by calling +44 (0)1388 436 033 or directly at our Box Office. We will use all reasonable endeavours to meet your requirements for booking but cannot guarantee any specific date or time.

Gift Vouchers may not be exchanged for cash and must be redeemed in full and no change will be given.

If a Gift Voucher was paid for over the telephone or on our website, you may contact us within 14 days of purchase, and cancel for a full refund. If you are outside of this 14 day period, no refunds will be given, and for clarity, if the recipient of the Gift Voucher has reserved a ticket or attended the Attraction within that 14 day period, you may not obtain a refund.

Personal Data

Any personal information you give to us will be processed in accordance with our Privacy Policy. 

Conditions of Admission

You need a valid ticket which must be produced on arrival to the Attraction, and must be retained at all times and submitted for inspection if required by 11ANS. 

11ANS 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.

Admission may be subject to a range of scalable operational measures, including but not limited to prevailing government guidance at the time of your visit. We will endeavour to inform you by email of any changes in a timely manner however, where this is not possible details will be posted on our website, so visitors are advised to check this before attending the event. 

11ANS reserves the right to request that ticket holders leave the Attraction at any point on reasonable grounds and may take any appropriate action to enforce this right. By way of example, we may remove a ticket holder who:

1.    has behaved in the Attraction in a manner which, in the reasonable opinion of our venue staff has, or is likely to affect the enjoyment of other visitors; or

2.    uses threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace or safety of the event; or

3.     in the reasonable opinion of our venue staff is acting under the influence of alcohol or drugs; or

4.     fails, when required, to produce proof of identity or age; or

5.    fails, when required, to comply with government guidance and requirements, and operational requirements advertised ahead of your visit or whilst attending the Attraction; or

6.    comes to the site dressed in costume, in indecent clothing,   in clothing likely to cause offence in any way, or in inappropriate clothing for a family venue (in particular you are requireed to wear a top and shoes at all times whilst at the Attraction); or 

7.    comes to the site with an animal or pet which is not a service or guide dog.

To ensure our visitor and audience safety and security, 11Arches reserves the right to search bags, vehicles or persons as a condition of entry to the Attraction.

You must comply with instructions and directions given by venue staff whilst inside the Attraction. 

No refunds or exchanges 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.

As a responsible venue, the safety of our visitors is paramount therefore children and young adults aged under 18 must be accompanied by an adult aged 18 or over at all times. 

Children of all ages are welcome, but need to be supervised at all times. 

It is the responsibility of the parent/guardian in advance of purchase to make their own judgement as to the suitability of the Attraction for their own child. 

You must adhere to all photography and filming restrictions in place whilst within the Attraction. 

During any seated performane within the Tribune (including Kynren and Fina and The Golden Cape), the use of "flash" equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data inside our site is strictly forbidden. 

Photographs and video may be taken within selected areas in the Attraction (except during Kynren and Fina and The Golden Cape performances) provided they are solely for private use and not used or sold for commercial gain or public purpose. 

Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed. Any recording made of any performances organised by 11Arches in breach of these conditions shall belong to 11Arches. 11Arches will not be liable for any loss, theft or damage to confiscated items.

By entering the Attraction, ticket holders consent to photography, filming and sound recording of themselves as visitors by 11Arches or any third party instructed by us. We may use such photography, films and recordings (including any copies) without payment in perpetuity.

Ticket holders shall not bring into the Attraction or display or distribute (whether for free or not) at the Attraction any sponsorship, promotional or marketing materials.

Mobile phones, pagers and digital watches must be turned to silent at all times during show performances to preserve the experience for fellow visitors.

Smoking and vaping is not permitted anywhere unless within a designated smoking area (if any).

For a list of objects not permitted on our site, please check the restricted items list on our website. Umbrellas are not permitted during shows when it could affect the enjoyment of fellow visitors. 

11Arches reserves the right to conduct security searches from time to time and confiscate any item, at no liability to us, which, in our reasonable opinion, may cause danger or disruption to other members of the audience or the event or is one of the items not permitted in the venue as listed on our website.

When attending a seated performance, if you arrive later than the advertised start time or you need to leave your seat for any reason then you may be asked to wait until a suitable opportunity occurs to minimise disruption to fellow visitors. Late admission or re-admission cannot be guaranteed. 

Health and Safety

CCTV is used throughout the Attraction for the safety of our visitors and the smooth running of our operations. 

Ticket holders must comply with all relevant statutes, safety announcements and any venue regulations notified to you whilst attending the Attraction. You are responsible for ensuring that yourself and all members of your Party comply with UK Government requirements and all operational measures in place in place at the time of your visit.

Special effects are featured at the Attraction, including, without limitation, sound, audio visual, pyrotechnic effects, strobe light, haze or lighting effects.

For Health & Safety reasons, wheelchair users are not permitted to transfer into fixed seating during a performance in our Tribune.

Events outside of our control

We will not be liable or responsible for any failure to deliver an Attraction or perform, or delay in an Attraction or performance of, any of our obligations that is caused by events outside our reasonable control.

This means anything that is beyond our reasonable control and includes (as well as others) such things as an act of God, war, rebellion, riot, civil disturbances, terrorist attack, explosion, fire, flood, or natural disaster, theft of essential equipment, malicious damage, strike, lock out, extreme/dangerous weather, third party injunction, national defence requirements, any legislation, regulation, recommendation, requirement, guidance, advice or ruling (including failure to grant any necessary permissions) or actions of any government, court or other such competent authority, epidemic or pandemic (even if such epidemic or pandemic is known or anticipated at the date of these Terms and Conditions), quarantine, impossibility of the use of means of public or private transport, or public or private telecommunications networks or the threat of any of these things.

If one of these events occurs, we will contact you as soon as possible to let you know. We will take steps to minimise the effect of any rescheduling. Provided we do this we will not be liable for delays caused by the event.

Others

We may transfer our rights and obligations under these Terms and Conditions to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights. 

You need our consent in writing to transfer your rights to someone else.

Nobody else has any rights under these Terms and Conditions

These Terms and Conditions are between you and us. No other person shall have any rights to enforce any of its terms.

Each of the clauses of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.

These Terms and Conditions are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.