Chic Festivals SL – Terms and Conditions
Use of Your Personal Information
Booking your Hard Rock Hell Weekend
Online – https://www.hardrockhell.com/
By Telephone – Call us on 0207 193 1164.
To pay for your Hard Rock Hell pass by debit or credit card online or over the telephone. We accept the following: Delta, MasterCard and Visa (American Express is not accepted). At the time of booking we will require all names and address for everyone on the booking as well as:-
• Payment card number
• The last 3 digits of your security code
• Expiry date
• Cardholder’s name & address if different from lead name on booking
The contract (including these Terms and Conditions together with your booking information) takes effect when you confirm and make a payment for your booking with debit or credit card. The contract lasts until you and your party leave the designated event (“Event”). A contract will come into existence between you and Chic Festivals SL on the earliest of the following:
• we tell you on the telephone or online over the internet, that your booking is confirmed or
• we accept your deposit payment by issuing written confirmation of your booking or
• when a third party pass agent tells you your booking is confirmed.
The contract binds you and all the members of your party including day visitors. It is your responsibility to ensure that all members of your party accept the terms of booking and the provisions contained in these Terms and Conditions. Failure to disclose all relevant information or comply with all of these Terms and Conditions may lead to termination of the contract and loss of the booking.
Depending on the time of booking, it may be possible for you to pay only an initial deposit per person plus booking fee and then a final payment later or full payment at the time of booking. Deposit payments are non-refundable.
Competition Terms and Conditions
Prizes are claimed online (There is an online admin fee per ticket to claim prizes which also gives you a free programme and future discounts of all CFSL events)
- Entrants must be 18 or older on the date of entry to win tickets
- A winner will be chosen at random and contacted by phone or email
- Prizes 1st prize 6 day passes to the event
- Prize does not include transportation
- Tickets are non-transferable and non refundable
- Chic Festivals SL reserves the right to withdraw this offer at any time
- On claiming the prize HRH terms and conditions will apply
- Claims to be made by date specified on the respective competition email
- VIP and Royalty pass upgrades available at a supplement
- Thursday pass upgrade is available at a supplement
If You Change Your Booking
If you wish to add more guests to a booking, you will not be charged an amendment fee. Any names changes will incur a £20 amendment fee. Any changes must be made at least 56 days before the start of the Event by telephone to Hard Rock Hell on 0207 193 1164. Where name changes are sought to be made within 56 days of the start of the Event it will be charged at £40 per change. Please ensure you receive a confirmation from us before the Event (and please contact us in good time if you do not receive your confirmation).
If You Cancel Your Booking
It may be necessary to cancel your pass due to illness, accident or change of circumstances. If you have taken out insurance, payments arising from the cancellation will be covered in most cases. As soon as you know that you need to cancel, please email us on firstname.lastname@example.org Cancellation charges are calculated from the date we receive your instructions by email, please see below:
• Time of booking to 57 days before the start of the Event: Loss of deposit
• Less than 56 days before the start of the Event: 100% Cancellation charge
Anyone who has failed to clear their balance by 5pm CET on the due date will result in full cancellation and loss of any monies paid to date. The booking (including apartment, facilities and related services) will then be placed back on sale the following day at full price.
If We Make Any Major Alterations To Your Booking
We try very hard to provide all facilities and entertainment as advertised on our website. It may, however be necessary to make some alterations in advance of the Event. If any major change is necessary, we will endeavour to advise you in writing as soon as possible. See options listed below. Please see next section for minor or last minute alterations.
Chic Festivals SLU reserve the right to change, line up, date, location, amenities as long as they are of a similar or higher standard than originally booked. Your pass is to the Event and is not dependent or conditional on any particular performers(s), venue(s) or DJ(s).
You will have the following options if we make a major change to your booking if it involves a downgrade in facilities or standards
• accept the alternative arrangements as notified to you.
* change the booking to an alternative Chic Festivals event or future event that you specifically reserved.
We shall not be liable for failure to perform our obligations hereunder due to events beyond our reasonable control (including but not limited to industrial disputes, natural disasters, fire, technical problems, third party administrations, bad weather and acts of government or acts in compliance with any applicable law, regulation or order (whether valid or invalid) of any governmental body.
Alterations such as the withdrawal of certain amenities, facilities, activities venue and entertainment, may be made by Chic Festivals SL for reasons beyond our control without any obligation or liability. The advertised line-up is correct at time of going to press and may be subject to change. Your pass is to the Event and is not dependent or conditional on any particular band(s), venue(s) location or DJ(s).
Limitation of Liability
Chic Festivals SL accepts responsibility for those arrangements which are within its control but shall not be liable for any injury, loss or damage suffered by you or any member of your party unless one of the following applies:
• wilful default by Chic Festivals SL, their employees or agents or
• Death or personal injury caused by the negligence of Chic Festivals SL, their employees or agents
For all claims (except death or personal injury caused by the negligence of Chic Festivals SL, their employees or agents) that arise from the non-performance or improper performance of terms in our contract, Chic Festivals SL may in its absolute discretion pay compensation that is reasonable in all the circumstances.
The price agreed and shown on your confirmation of booking for the accommodation (and party size, plus any supplements) is the amount payable by you. Please note that all prices shown are inclusive of local tax.
The pricing for this Event is on a per room basis.
Offers – Promotional availability
All our offers are subject to limited promotional availability, as offers may run out due to popularity. Please remember to quote the applicable offer code when booking as this will help us to find the best price and offer available at the time.
Arrival & Departure Times
Your accommodation keys will be available from 11:00 on the day of arrival. Please bring your confirmation of booking with you.
On your departure day, please return your keys to main reception.
You will be required to leave £100 security deposit on arrival, on account against any damage to your room. Absent any such damage, this will be released on departure.
Express check-in and out is available to all bookings.
Express checkin – where guests have pre registered with us, the lead passenger may in some cases collect apartment keys, lanyards and wristbands for the whole party.
Express checkout – in some cases, you will be able to checkout prior to security checks on your apartment and may be able to leave your keys at reception without any waiting time. In such cases, when security has checked your apartment and no damage has been caused, then the authorisation on your card will be released. If damage has been caused (or is evident) – then you will be contacted and charged accordingly. Room keys not returned to reception on checkout will be charged at £5 per key.
Minimum Age Requirement
With the exceptions of Sci-fi Weekender, all Chic Festivals events are strictly for guests over the age of 18. All guests are required to have proof of ID when arriving on site.
Proof of Age – This is required when checking in and/or buying alcohol at the Event or otherwise on Resort. ONLY PHOTOGRAPHIC ID WILL BE ACCEPTED including Passport, Drivers Licence, CitizenCard, VALIDATE UK, Connexions Card, Young Scot, or a national “Proof of Age Card”.
DO NOT COME TO THE SITE WITHOUT ID. No entry will be permitted or refunds given if you are unable to prove your age. If you do not have any photographic ID, you may obtain a “Citizen Card” via www.citizencard.com (and please allow sufficient time for issue and delivery before the Event).
Pets are permitted in certain accommodation types at the Event (or otherwise on Resort). Assistance dogs are permitted only by prior agreement (please call 0207 193 1164). We reserve the right to refuse any animal which is considered to be potentially dangerous. Pets are not permitted in any of the arenas
We Need To Know
In order to properly provide facilities and services to you, we require the following information from you:
• Your name and address
• The names and addresses of all members of your party
• The age of each member of your party
• Whether any of your party have restricted mobility or access requirements (see Disabled guests section for further details)
Please note that only the guests listed on the confirmation of booking may occupy the accommodation. If any other person(s) are found in occupation, Hard Rock Hell will terminate the contract, and the guests and unauthorised persons will be asked to leave the Event immediately. In such cases, refunds will not be given.
Health & Safety
Contagious Diseases – Should anyone be diagnosed or suspected of having a contagious disease (including but not limited to any disease which has the potential to infect a large number of people in a short period of time), then they will be asked to leave the Event and the Resort, or if this is not possible, restrictions will be placed upon them to prevent the virus being transmitted to other guests. Please note that we are unable to offer refunds in such circumstances and we recommend you take out suitable personal insurance to include sickness cover.
If you have any special requirements, or if a member of your party has restricted mobility or access requirements, you must notify us at the time of booking. We will do our best to meet these requirements but please note that this cannot always be guaranteed. If your special request is a necessity for you to be able to attend the Event, please contact the Hard Rock Hell Centre for advice prior to making your booking on 08700 110034. The venue has a limited number of units which have been modified for disabled guests and the available facilities vary. It is therefore necessary to check suitability prior to booking by calling us via the Helpline, and please note that we will need to know the following information:
• The number of disabled people in your party
• A brief description of the special requirements
• Details of the size and weight of any wheelchairs used ( and please state if motorised)
• Details of any medical requirements (including those which cannot be provided by members of your party, so that we can assess whether our on-site medical facilities will be able to meet your needs)
• Details of any special storage requirements for equipment or drugs, as storage space in some of our accommodation units may be limited. (For example, the Resort Fire Office is required to advise the local fire authority of where items such as oxygen cylinders are stored.)
Without these details it is not possible for us to guarantee that suitable accommodation will be available. In which case, regrettably, we will be unable to accept the booking.
Please note that, for safety reasons, certain venues within our Resorts may not be accessible for guests using wheelchairs, so please check when you book.
If You Have a Comment About The Event
If you are dissatisfied with any aspect of the Event, in the first instance, please speak to a member of the Hard Rock Hell team. If they are unable to resolve the issue, then please speak to the Guest Services team at your Resort. They will endeavour to help you immediately so that you can enjoy the rest of the Event.
If at the end of the Event, you feel that we have not dealt with your complaint satisfactorily, please write to the Correspondence Team no later than 28 days after the end of the Event.
We are only able to take action on any complaints which are first brought to the attention of the Guest Services team whilst you are at the Festival and secondly received in writing within 28 days, unless there are exceptional circumstances.
Please show consideration to other guests and Hard Rock Hell staff members at all times and treat the facilities with respect. Offensive or illegal behaviour and/or excessive noise will not be tolerated. If guests fail to comply with these rules, their contract may be terminated and they and their party will be asked to leave the Resort immediately (refunds will not be given).
Contracts will also be terminated if Hard Rock Hell has a reasonable suspicion that any guest has committed, or intends to commit, an offence.
Please treat your accommodation with care and respect. It will be inspected at the end of the Event. You will be held responsible for any damage caused during your stay. Damage to the accommodation may also result in the termination of the contract with no compensation. On departure, please leave the accommodation in a clean and tidy. Please check your accommodation carefully prior to departure as we do not accept liability for items left behind upon your departure. We reserve the right to charge you during or after your stay for any loss or damage to our property. Hard Rock Hell also reserves the right to enter accommodation at any time and for any reason (including but limited to ensuring the safety and well-being of our guests).
Hard Rock Hell reserves the right to require any guest to be interviewed to enable us to look into instances of damage or nuisance to property or guests. Any person who, without a reasonable excuse, refuses to comply will be treated as having terminated their contract. They and their party will be asked to leave immediately and refunds will not be given.
Guests are advised not to bring privately-owned electrical appliances to the Event or otherwise to any Resort. However, if guests do so, they use the equipment at their own risk.
Please note that some of our entertainment shows use strobe lighting And that the availability of some outdoor facilities and entertainment may be affected by adverse weather conditions.
Any music played by Guests must be done so within the accommodation with all doors and windows closed to minimise disruption to the site neighbours. Please note that there is a sound curfew on site. Failure to comply with this policy may result in your equipment being confiscated with or without warning.
No video cameras, professional photo cameras and/or recording devices are permitted at the Event or otherwise in the venue without prior written consent. Please email all Press enquiries to email@example.com
Fireworks or flammable liquids will be confiscated upon discovery. Any use of fireworks or flammable liquids (including but not limited to flammable Poi) will result in immediate removal from the site.
Please note that Nitrous Oxide is a controlled substance and will be confiscated upon discovery.
WE OPERATE A ZERO TOLERANCE DRUG POLICY. Anyone found to be in possession of any suspected illegal or controlled substance will be removed from the Event (and the Resort), will risk arrest and prosecution and will be banned from attending any future Hard Rock Hell events.
Whilst we allow unlimited amounts of food to be brought onto site, we allow only unopened packages, and your alcohol allowance must be brought onto site only in unopened bottles and/or cans.
Please note that personal searches whilst on site are a condition of stay and we reserve the right to enter any apartment without explanation. . In the event that we, in our sole opinion, feel that you have NOT left your accommodation exactly as you found it you will be subject to a charge for any cleaning or repairs necessary.
It is your responsibility to report any damage discovered in your chalet on arrival to reception, otherwise you will be charged post event. When checking into your chalet the principle booker will be asked to sign an indemnity form taking responsibility for the upkeep of your room over the length of the Event.
If your conduct, or that of anyone in your party is reasonably considered detrimental to the smooth running of the Event, we reserve the right to remove you and/or the rest of your party from the site without reason and without a refund.
Holiday Insurance: We strongly advise you to take out personal insurance to cover you for all eventualities which may occur during your stay or which may result in cancellation.
The failure of a party to exercise or enforce any right under this Agreement shall not be deemed to be a waiver of that right nor operate to bar the exercise or enforcement of it at any time or times thereafter.
If any provision or term of this Agreement, not being of a fundamental nature, is held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remainder of this Agreement will not be affected. If any part of this Agreement, being of a fundamental nature, becomes invalid, illegal or unenforceable the parties shall in such an event negotiate in good faith in order to agree the terms of a mutually satisfactory provision to be substituted for such provision which as nearly as possible validly gives effect to their intentions as expressed in this Agreement. The obligations of the parties under any invalid, illegal or unenforceable provision of the Agreement shall be suspended during such a negotiation.
A person who is not a party to this Agreement shall have no right under the Contracts (Rights of Third Parties) Act 1999, or otherwise, to enforce any term of this Agreement.
We reserve the right to alter these booking conditions and you should check our website at the time of booking.
TV filming & Photography
Due to the popularity of this Event, it will be screened live for TV. Please ensure that you are aware of the positioning of cameras at all times. If you do not wish to appear on film or in photographs, please stay out of the viewing lines of such cameras.
Licensed Company Address and Information
Chic Festivals SL
Address: C/ Es Calo 106 nave 6-7 y 8, Urb. Ses Fontanelles, Cala de Bou. Sant Josep de Sa Talaia. Ibiza
Company Registration Number: B57546822
Contact E-mail: firstname.lastname@example.org
Law and Jurisdiction
These Terms are subject to the laws and exclusive jurisdiction of Ibiza.