Glow event ticket terms and conditions

LAST UPDATED: March 2024

The Royal Horticultural Society (the “RHS”) is a charity registered in England and Wales (Reg. No. 222879) with a registered address at 80 Vincent Square, London, SW1P 2PE and references to “we”, “us” and “our” in these Terms means RHS.

These terms and conditions apply to the Glow events to be held at RHS Gardens in 2024/2025, each of which is referred to as an “Event” in these Terms.

1. UNDERSTANDING THESE TERMS
   1. These terms and conditions (“Terms”) set out the terms on which any person may purchase and use a ticket to attend an Event (“you” or “your”).
   2. By purchasing or being issued with a ticket, you and any other person who receives a ticket purchased by you, agree to be bound by and accept these Terms, including the RHS Garden Event Regulations included in these Terms.
   3. If you want to book 15 tickets or more for an Event then you must make a group booking with us by contacting: for Wisley, phone 01483 224234; for Bridgewater, email [email protected]; for Harlow Carr, email [email protected]; for Hyde Hall, email [email protected]; and for Rosemoor, email [email protected]
   4. If you purchase other items alongside the Event tickets (such as meals and hospitality in connection with an Event), such terms may be subject to separate or additional terms and conditions.
2. TERMS OF PURCHASE
   1. Tickets for an Event must be purchased with the sole intention of being used by you and your invited guests (“Guests”) only.
   2. You may gift your tickets to an Event to a Guest provided that:
      1. you notify and inform them that the tickets remain subject to these Terms;
      2. the Guest is known to you personally, such as your family and friends, and it is for their personal use only;
      3. the gift takes place in consideration of no payment or benefit which is in excess of the face value of that ticket; and
      4. you shall be responsible for the conduct of your Guests and their compliance with these Terms.
   3. Save as expressly set out in these Terms, tickets are non-refundable and cannot be exchanged or transferred. You shall not, and shall procure your Guests shall not, offer to sell a ticket, expose a ticket for sale, make a ticket available for sale by another person and/or advertise that a ticket is available for purchase other than to the extent expressly permitted to do so in accordance with these Terms.
   4. All rights conferred to you by a ticket, including the right to attend the applicable Event, shall be immediately cancelled if you fail to pay any sums owing to us or our official partners in respect of that ticket.
   5. All tickets shall remain the property of the RHS at all times.
   6. All tickets must be used in accordance with these Terms. You may be refused admission to or ejected from an Event without refund or compensation if you and/or any Guest are in breach of the Terms.
   7. Any ticket obtained or used in breach of these Terms shall be automatically void, and all rights conferred or evidenced by such ticket shall be immediately cancelled. If you or a Guest seeks to use a ticket in breach of these Terms in order to gain entry to an Event, you and they shall be a trespasser and may be refused entry to, or ejected from, the Event.
   8. You must not use tickets for an Event as prizes in promotions, hospitality or travel packages, auctions, sweepstakes, fundraising, raffles, lotteries or competitions (including charity auctions, lotteries or competitions) without our prior written consent.
   9. If you cannot attend the Event to which your tickets relate, then it may be possible for you to exchange or transfer your tickets to that Event provided that you do so in accordance with these Terms.
3. EXCHANGE OF TICKETS
   1. If you cannot attend the Event to which your tickets relate, we may agree to exchange your ticket for:
      1. an alternative ticket of the same face value or less for an alternative day or time at the same Event (we are not able to refund any difference in price): or
      2. an alternative ticket at a higher price than the price paid for the ticket for an alternative day or time at the same Event, subject to you paying the difference in price.
   2. We are not bound to exchange your tickets. Any exchange of your tickets is at our discretion and subject to availability. If alternative tickets are only available at a higher price than the price paid for your original ticket, we may offer you the option of exchanging the ticket and paying the difference in price.
   3. An administration charge of £3 shall apply for each ticket which we agree to exchange.
   4. In order to discuss the possibility of exchanging your tickets, you must contact us at least 5 days before the start date of the Event as shown on your validly purchased ticket. You can contact us by: for Wisley, phone 01483 224234; for Bridgewater, email [email protected]; for Harlow Carr, email [email protected]; for Hyde Hall, email [email protected]; and for Rosemoor, email [email protected]
   5. Tickets will not be exchanged by us if they have been (or we have reasonable reason to believe they have been) used or transferred by or to you in breach of these Terms.
4. TRANSFER/RESALE OF TICKETS
   1. Tickets for an Event shall not be purchased by you with the intention of reselling them above face value or for any commercial gain.
   2. If you cannot attend the Event to which your tickets relate, then you may gift your tickets to a Guest in accordance with clause 2.2.
   3. We reserve the right to cancel and reject any ticket to an Event that is transferred in breach of these Terms (including where resold above face value or for commercial gain or via an unauthorised resale platform) and if you hold such a ticket we shall be entitled to refuse your admission to the Event.
   4. We are not responsible for any loss you suffer in respect of tickets purchased from third parties in breach of these Terms and you should direct any claims for compensation or recourse to such third parties.
5. REPLACEMENT OF TICKETS
   1. We will replace your tickets to an Event if they are lost, damaged or stolen in accordance with this clause 5. We will not replace any ticket to an Event if you are in breach of these Terms.
   2. You agree to co-operate with us and provide us with any documentary evidence we may reasonably require in order to replace a lost, damaged or stolen ticket.
   3. An administration charge of £3 shall apply for each replaced ticket.
   4. Any replacement ticket issued by us will immediately invalidate the original ticket that has been lost, damaged or stolen including if such ticket is subsequently found, repaired or returned.
6. EXCHANGES/REFUNDS OF TICKETS – CANCELLATION AND CURTAILMENT
   1. We reserve the right, acting reasonably, to cancel, reschedule and/or close an Event at any time (for, example, due to unfavourable weather conditions, security concerns, government regulations or for any other reasonable cause as determined by us) and the same shall not be a breach of these Terms.
   2. We do not refund any tickets to an Event except as specified below.
   3. If an Event is cancelled or rescheduled by us then we will offer you an alternative day at the same Event or agree to exchange your ticket for another alternative day at the same Event with availability free of charge. If the alternative ticket is at a higher price than the price paid for the ticket, we will exchange the ticket subject to you paying the difference in price, unless it is the only alternative day available. If you are unable to attend an alternative day, you shall be entitled to a refund of the face value of the ticket to the cancelled Event.
   4. The times period during which any Event is open or closed shall be recorded by us, acting reasonably, and our decision on how long an Event was open for shall be final.
   5. If you are entitled to a refund under these Terms, as an alternative to a refund, we may offer you tickets to a different Event or a rescheduled Event or the option to donate the face value of the ticket as a charitable donation to us. If you do not choose any of these alternatives, you will still be entitled to claim a full refund in accordance with these Terms.
   6. If you have not been contacted by us and believe you are entitled to a refund, then you must apply for a refund within 30 days of the date you became entitled to that refund. Failure to do so means that you shall not be entitled to any refund. Applications for any refund should be sent to: for Wisley, phone 01483 224234; for Bridgewater, email [email protected]; for Harlow Carr, email [email protected]; for Hyde Hall, email [email protected]; and for Rosemoor, email [email protected]. In some circumstances, for example where an Event is cancelled in its entirety and we will not offer alternative events, refunds for tickets may be made automatically by us using the original payment method that was used to purchase the tickets. We will notify you if refunds will be made automatically.  Refunds will only be made to the original purchaser of the tickets.
   7. For the avoidance of doubt, if you are entitled to a refund, only the face value of a ticket will be refunded and any additional charges payable in respect of your transaction, for example, RHS membership purchased alongside your ticket, shall not be refunded.
   8. Refunds and exchanges of other items purchased alongside the Event tickets (such as meals and hospitality or hotel packages) may be subject to the separate terms and conditions of our official partners notified to you at the time of booking. Please see any additional terms and conditions that may apply to such additional items packages at the time of booking.
   9. Our liability for cancellation, rescheduling or closing an Event (in whole or part) shall be limited to providing you with tickets to a different Event or a rescheduled Event or providing you with a refund in accordance with these Terms and we shall have no further liability to you or any other ticket holder in relation to any other losses, costs or expenses, including without limitation, the costs of any travel, accommodation or other arrangements made by you in connection with an Event.
7. CHILDREN
   1. All children, including children under 5 years of age, require a ticket.
   2. Entry to an Event for children aged below 5 is free of charge provided that they accompany a valid ticket holder to that Event.
8. EXHIBITORS
   1. Events may include the display, marketing and/or sale of goods or services by third-party exhibitors.
   2. While the RHS takes reasonable care in the selection of exhibitors, the RHS does not endorse third-party products or services and accepts no liability in respect of any defective products or services provided by any exhibitor to you.
   3. If you purchase any goods or services from exhibitors at the Event, such contract will be entirely between you and the relevant exhibitor.  The RHS shall not be a party to and accepts no liability to you in respect of such arrangement.
   4. Any complaints in respect of third-party goods or services should be made directly to the relevant exhibitor.
   5. RHS may make changes to the format, layout and nature of an Event and makes no guarantee that any particular exhibitor or person shall attend an Event.
9. PRIVACY
   1. When you purchase a ticket for an Event and attend an Event, we will process your personal data. For information about how we process your personal data please see the RHS Privacy Policy.
   2. When you purchase a ticket for an Event and attend an Event, your personal data will be processed by the RHS and our official partners, to arrange for your tickets to be dispatched, provide you with any goods or services that you have ordered and send you such information that may be helpful for you to attend the Event.
   3. Please also note that we will have CCTV cameras operating at all our Events for the purposes of crime prevention and public safety. We may also have photography and filming taking place at our events. Photography and filming notices will be displayed at the Event where this is the case.
   4. For information about how we process your personal data please see the ‘Customers’ section in RHS Privacy Policy.
10. GENERAL
    1. You must notify us of any concessions or discounts that may apply to your purchase of a ticket for the Event at the time of purchase. No concessions or discounts shall be applied retrospectively to a ticket to an Event after you have already purchased that ticket.
    2. Your purchase and possession of a ticket for an Event 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.
    3. You and/or any Guest may be required at any time whilst at the Event to produce a ticket for inspection by us.
    4. We reserve the right to change any Event date and any schedule of Events if we determine it reasonably necessary and we shall provide you with notice of any change to the extent it is reasonably practical to do so and clause 6.3 shall apply.
    5. You acknowledge that we cannot guarantee the availability of any Event to which your or any tickets relates due to events or circumstances outside of our reasonable control.
    6. We reserve the right to change these Terms from time to time if we have a valid reason to do so (for example, to comply with any applicable law or new regulatory requirement or to ensure that personnel attending an Event are safe and secure and that we are able to monitor the capacity of an Event). If we make changes to the Terms in accordance with this provision, we will post the revised Terms on our website and update the “Last Updated” date at the top of these Terms. If you disagree with the updated Terms, you should promptly get in contact with us prior to attending an Event.  If a change we make to these Terms materially alters the Event or your rights and obligations hereunder, you shall be entitled to a refund or exchange of your tickets in accordance with these Terms, provided that you notify us within 30 days of us notifying you of the updated Terms.
    7. Each of the clauses of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining clauses will remain in full force and effect.
    8. If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
    9. These Terms, and any dispute or claim arising out of or in connection with them, are governed by English law.
    10. If you are a consumer, you may bring any judicial proceedings relating to these Terms before the competent court of your place of residence or the competent court of our place of business in England. If we wish to enforce any of our rights against you as a consumer, we may do so only in the courts of the jurisdiction in which you are a resident.
11. COMPLAINTS
    1. If you have any reasons for a complaint, we will endeavour to resolve this and avoid any re-occurrence in the future. Please contact us immediately and before the event. If you experience any issues during the event, please bring this to the immediate attention of the Visitor Information team, or within 14 days of your visit, to aid us in resolving the issue.

1. These regulations (“Regulations”) apply to any person who attends an Event at RHS Gardens, the surrounding areas or other property controlled by the RHS. By seeking entrance to, or entering, an Event you are deemed to have accepted and agree to these Regulations.
2. Entry to an Event requires a valid ticket. Authorised personnel reserve the right to request that you produce a valid ticket and photo identification at any time.
3. If you enter an Event you must comply with oral and/or written instructions issued by RHS management, stewards and/or police officers. We reserve the right to refuse you admission, or to eject you from an Event, if you do not comply with oral and/or written instructions. If your admission to an Event is lawfully refused or refused in accordance with these Terms, or if you are reasonably ejected or excluded from an Event for whatever reason, no money will be refunded or compensation provided.
4. You and your property are liable to be searched by authorised personnel on entry to an Event and at any other time during the event. Failure to submit to any requested search by authorised personnel will lead to refusal of admission or ejection and may also lead to exclusion from an Event.
5. Animals cannot be admitted at the Event, except for guide and assistance dogs.
6. We are entitled to refuse admission to or eject you if we think fit, provided we act reasonably.
7. We reserve the right to amend these Regulations from time to time to ensure the safety and security of all personnel at the Event and to comply with any applicable law.
8. The following activities are prohibited and any person who in our reasonable opinion carries out or is likely to carry out such activity may be ejected and excluded from an Event:
   1. the use of foul or abusive language, obscene or indecent gestures or chanting, including threatening, abusive or insulting language directed to a person by reason of their colour, race, sexuality, nationality (including citizenship) or ethnic or national origins;
   2. any dangerous behaviour;
   3. any unnecessary noise or behaviour likely to cause distress, confusion or nuisance of any kind and/or interrupt filming;
   4. the climbing onto buildings, fences, walls, structures or fittings within an Event;
   5. the obstruction of gangways, access ways, exits, entrances and stairways;
   6. the unauthorised carrying, wearing, distribution, display or other use of promotional, commercial, offensive, political or religious printed matter, including but not limited to leaflets, banners, clothing, signs, and symbols;
   7. the carrying, wearing distribution, display or other use of ambush marketing (an activity by a party which utilises the publicity value of an event without having any official involvement or connection with the event) material
9. The following items are prohibited (“Prohibited Items”) within an Event:
   1. any objects or clothing bearing political or offensive statements or commercial identification intended for ambush marketing, large flags, banners, rattles, fireworks and other explosive devices, flares, pyrotechnics, air horns, musical instruments, klaxons, smoke canisters, laser pointers, cooking devices, bicycles, skates,  articles which could or might be used as a weapon (including firearms and any sharp or pointed objects such as knives) and any other item which in the reasonable opinion of RHS could be used as a weapon or cause nuisance or harm to others.
   2. if you are found with a Prohibited Item, this item will be confiscated by authorised personnel and you may be ejected from an Event or refused entry into an Event. The item will be disposed of without compensation unless you return the item to a safe place.
10. You must not undertake any ambush marketing.
11. You must not breach or infringe the rights of any sponsors, suppliers, broadcasters or other parties commercially associated with an Event.
12. You must not (unless authorised by us in writing in advance) conduct promotions or commercial activity, including the distribution or offer for sale of any newspaper, periodical, drink, food, merchandise, ticket or any other article.
13. You must not (unless authorised by us in writing in advance) conduct a charitable collection.
14. The consumption of intoxicating liquors is permitted only in the bars or other authorised areas or places during hours decided by RHS, and the right is reserved to close bars at any time.
15. For the health and welfare of our visitors, we operate a no-smoking policy, inclusive of e-cigarettes, in or near certain areas of the garden, including: dining or food outlets, eating areas or terraces, picnic areas, covered spaces or buildings and the children’s play area. This may extend to other areas of the garden in periods of very dry weather.
16. Please note that an Event is a temporary, outdoor show and is subject to varying weather and ground conditions. Much of an Event is on open ground and care must be taken. We, therefore, advise that you check the weather forecast for the day of your visit, consider the nature of the show and the effects of any inclement weather on surface conditions, and wear suitable clothing and footwear. In extreme weather conditions, access may be restricted in the interest of safety.
17. Any photography, recording or filming at an Event or the use of cameras, phones, video or other recording or transmission equipment shall be for personal use only and not for any commercial purposes. Any equipment used for commercial purposes may be confiscated if such use is suspected. Any images, photographs or recordings at an Event may not be sold or used commercially without our prior written consent. We (or our licensors) own all intellectual property rights in images or recordings taken within an Event.
18. Filming, photography and broadcasting may take place during an Event and you acknowledge and agree that by attending the Event your images may be captured and used in connection with the same (for example, television broadcast). You give your express consent to the use of your actual or simulated likeness and voice in connection with the production, exploitation and advertising of an Event without compensation or credit, throughout the world.
19. RHS will not be liable for any loss, theft or damage to any person who enters an Event, your personal belongings or property or any vehicle or its contents in any car park, however caused, save for any death or personal injury as a result of our negligence or other breach of statutory duty or other type of liability which cannot by law be excluded or limited. You enter an Event at your own risk.