Ticket Holder Terms & Conditions

Important Information

These Terms & Conditions contain important information regarding your ticket purchase, admission to GEMS Festival, refunds, event changes, your responsibilities while attending the Festival, and limitations on the Organiser's liability.

Please read these Terms & Conditions carefully before purchasing your ticket.

By purchasing, accepting, transferring or using a ticket for GEMS Festival, you confirm that you have read, understood and agree to be legally bound by these Terms & Conditions.

If you do not agree with these Terms & Conditions, you should not purchase or use a ticket.

1. Introduction

Welcome to GEMS Festival.

GEMS Festival has been created to provide an inspiring, welcoming and inclusive environment where people can enjoy live entertainment, workshops, wellbeing experiences, shopping, food, community and connection in a safe and professionally managed setting.

These Terms & Conditions form the legally binding agreement between GEM COLLECTIVE LTD ("the Organiser") and every person who purchases, receives or uses a ticket to attend the Festival ("the Ticket Holder").

The Organiser is committed to delivering a safe, enjoyable and memorable event for all attendees. In return, all Ticket Holders are expected to comply with these Terms & Conditions and any reasonable instructions issued by Festival staff, security personnel or authorised representatives.

Nothing within these Terms & Conditions affects your statutory rights under applicable UK law.

2. Definitions

For the purposes of these Terms & Conditions:

Festival means GEMS Festival together with all associated entertainment, performances, talks, workshops, wellbeing activities, food and drink areas, retail areas, welfare facilities, car parks, camping (if applicable), temporary structures and all areas operated by or on behalf of the Organiser.

Organiser means GEM COLLECTIVE LTD, including its directors, employees, contractors, subcontractors, volunteers, agents and authorised representatives.

Venue means the land, buildings, temporary structures, parking areas and facilities used for GEMS Festival.

Ticket Holder means any individual who purchases, receives, holds or uses a ticket to attend the Festival.

Ticket means any valid electronic or printed admission issued by or on behalf of the Organiser.

Booking means the purchase of one or more tickets through an authorised sales channel.

Working Day means any day other than a Saturday, Sunday or public holiday in England.

3. Purchase of Tickets

Tickets may only be purchased through the Organiser or an authorised ticketing partner.

A booking is only confirmed once payment has been successfully received and a confirmation email has been issued.

The Organiser reserves the right to refuse or cancel any booking where there is reasonable cause to do so, including but not limited to suspected fraud, payment failure, breach of these Terms & Conditions or purchase through an unauthorised source.

Tickets remain the property of the Organiser and constitute a revocable licence to attend the Festival. They may be withdrawn or cancelled in accordance with these Terms & Conditions.

The Ticket Holder may be required to provide proof of identity and proof of purchase when requested by Festival staff.

It is the responsibility of the Ticket Holder to ensure that the contact details provided during booking are accurate and kept up to date.

4. Ticket Prices & Payment

Ticket prices are those advertised at the time of purchase.

Prices may change at any time prior to purchase without notice.

Once purchased, ticket prices will not be adjusted if promotional offers or discounted pricing become available at a later date.

Unless otherwise stated, booking fees, transaction charges and optional ticket protection products are non-refundable.

The Organiser reserves the right to correct any pricing errors and, where necessary, cancel affected bookings with a full refund if a genuine pricing error has occurred.

5. Ticket Validity & Admission

A valid ticket entitles the Ticket Holder to admission to GEMS Festival only for the date(s), session(s) and ticket category shown on the ticket.

Admission is subject to these Terms & Conditions, the Festival Entry Rules, the Festival Code of Conduct and any reasonable instructions given by the Organiser, Festival staff, security personnel or emergency services.

Entry to the Festival is not guaranteed after the advertised closing time or once the Festival has reached its licensed capacity.

Tickets are valid for one admission only unless expressly stated otherwise.

Once a Ticket Holder has entered the Festival, re-entry may be subject to the Festival's re-entry policy in place at the time of the event.

The Organiser reserves the right to refuse admission or remove any person from the Festival where it is considered necessary for safety, security, licensing, legal or operational reasons.

No refund or compensation will be payable where admission is refused or a Ticket Holder is removed from the Festival as a result of a breach of these Terms & Conditions or any Festival policy.

6. Ticket Transfers, Resale & Fraud Prevention

Where permitted, ticket transfers must only take place through the Organiser's approved ticketing platform or by another method expressly authorised by the Organiser.

The Organiser reserves the right to refuse ticket transfers, limit transfer periods, or charge a reasonable administration fee where applicable.

Tickets must not be resold for commercial gain without the Organiser's prior written consent.

The Organiser reserves the right to cancel, without refund, any ticket that has been:

obtained fraudulently;

purchased using stolen payment details;
resold through an unauthorised platform;
altered, copied or duplicated;
used in breach of these Terms & Conditions.

Tickets that have been lost, stolen, or damaged may only be replaced at the Organiser's discretion and may require proof of purchase and identity.

The Organiser accepts no responsibility for tickets purchased from unauthorised sellers.

7. Refunds

All ticket sales are final.

Except where required by applicable law, tickets are non-refundable.

If a Ticket Holder is unable to attend the Festival due to illness, injury, travel disruption, changes in personal circumstances, work commitments, weather conditions affecting their journey or any other personal reason, no refund will normally be issued.

In exceptional circumstances, the Organiser may, at its sole and absolute discretion, consider a full or partial refund, or offer a credit towards a future GEMS Festival event.

Requests for discretionary consideration must:

be submitted in writing;
be made as soon as reasonably practicable;
include any information reasonably requested by the Organiser.

The Organiser's decision shall be final.

Nothing in this section limits any statutory rights that cannot legally be excluded.

8. Event Changes

The Ticket Holder acknowledges that GEMS Festival is a live event and that elements of the Festival may change before or during the event.

The Organiser reserves the right to make changes to:

event timings;
workshop schedules;
speakers;
performers;
activities;
entertainment;
traders;
food vendors;
site layout;
facilities;
parking arrangements;
welfare provision;
any other aspect of the Festival where reasonably necessary.

Such changes do not entitle the Ticket Holder to a refund or compensation.

The Organiser will make reasonable efforts to communicate significant changes in advance where practicable.

9. Festival Cancellation, Postponement & Force Majeure

If GEMS Festival is cancelled before opening to the public, the Organiser will determine, acting reasonably, whether ticket holders will receive:

a full refund;
a partial refund;
a transfer of their ticket to a rescheduled Festival; or
a credit towards a future GEMS Festival.
The Organiser will communicate the available options as soon as reasonably practicable.
The Organiser shall not be responsible for any additional costs incurred by Ticket Holders, including but not limited to:
travel;
accommodation;
food;
childcare;
parking;
loss of earnings;
other indirect or consequential expenses.

The Festival may proceed in adverse weather conditions unless the Organiser, emergency services or relevant authorities determine that it is unsafe to do so.

The Organiser shall not be liable for cancellation, postponement, interruption or material changes caused by events beyond its reasonable control, including but not limited to:

severe weather;
flooding;
fire;
epidemic or pandemic;
government restrictions;
industrial action;
terrorism or security threats;
utility failure;
failure of key infrastructure;
acts of God;
any other event that makes the Festival impossible, illegal or unsafe to operate.

In such circumstances, the Organiser will act reasonably and in good faith when determining any refund, transfer or credit arrangements, taking into account the financial impact on the Festival and any recoverable costs.

10. Promotional, Complimentary & Prize Tickets

Tickets issued as part of competitions, promotions, sponsorship arrangements, media accreditation or goodwill gestures remain subject to these Terms & Conditions unless otherwise stated.

Complimentary tickets have no cash value and may not be exchanged for cash or refunded.

The Organiser reserves the right to withdraw promotional or complimentary tickets at any time where they have been obtained fraudulently or used in breach of these Terms & Conditions.

Additional conditions may apply to promotional offers and prize competitions and will be published where relevant.

11. Admission, Security & Entry Procedures

The safety and well-being of everyone attending GEMS Festival is our highest priority.

To help us provide a safe and enjoyable Festival, all attendees must comply with these Terms & Conditions, the Festival Entry

Rules, and any reasonable instructions given by Festival staff, stewards, security personnel, emergency services, or authorised representatives.

Admission is subject to valid ticket verification and compliance with all Festival policies.

The Organiser reserves the right to:

refuse admission;
delay admission;
require additional identification;
require security screening;
remove any person from the Festival;
or involve the Police or Emergency Services, where considered necessary.

Entry may be refused or delayed where a person:

does not hold a valid ticket;
cannot provide satisfactory proof of entitlement to enter;
appears heavily intoxicated;
behaves aggressively or abusively;
refuses to comply with security procedures;
is in possession of prohibited items;
presents a risk to themselves or others; or
is otherwise considered unsuitable for admission for reasons relating to safety, security or licensing.

No refund shall be payable where admission is refused for any of the above reasons.

12. Security Searches

As a condition of entry, all attendees agree that they, their clothing, bags, vehicles or personal belongings may be searched.

Searches may take place:

before entering the Festival;
upon re-entry;
during the Festival; or
when leaving the site if reasonably necessary.

Searches are carried out to protect attendees, staff and contractors and to comply with licensing and security requirements.

Anyone refusing a search may be refused entry or removed from the Festival without refund.

Any illegal items discovered may be confiscated and handed to the Police.

The Organiser reserves the right to confiscate prohibited items where considered necessary for public safety.

13. Behaviour & Code of Conduct

GEMS Festival has been created as a welcoming, inclusive and respectful event where everyone should feel comfortable, safe and able to enjoy themselves.

All attendees are expected to behave respectfully towards:

other Festival guests;
Festival staff;
volunteers;
traders;
performers;
contractors;
venue staff;
emergency services.

The following behaviour is not permitted:

threatening behaviour;
abusive language;
intimidation;
bullying;
harassment;
discrimination;
violence or threats of violence;
deliberate damage to property;
sexual harassment;
unwanted physical contact;
hate speech;
behaviour likely to cause alarm or distress;
behaviour that places others at risk.

Anyone engaging in such behaviour may be removed immediately without refund.

Serious incidents may be reported to the Police.

14. Safeguarding & Welfare

GEMS Festival is committed to creating a Festival where everyone feels safe, respected and supported.

Festival welfare services may be available throughout the event to provide assistance with:

medical concerns;
safeguarding issues;
lost persons;
wellbeing support;
accessibility assistance;
reporting inappropriate behaviour.

Attendees are encouraged to report any safeguarding concerns immediately to Festival staff.

The Organiser reserves the right to take any action considered necessary to protect attendees, staff or volunteers.

15. Accessibility

GEM COLLECTIVE LTD is committed to making GEMS Festival as accessible and inclusive as reasonably practicable.

Attendees requiring accessibility support are encouraged to contact the Organiser before the Festival so that reasonable adjustments can be considered.

The Organiser will make reasonable efforts to accommodate accessibility requirements but cannot guarantee every request where doing so would be impracticable, unsafe or beyond reasonable operational capability.

Registered assistance dogs are welcome.

Other animals are not permitted unless expressly authorised by the Organiser.

Medical equipment and prescribed medication required for personal use are permitted, although attendees may be asked to explain or demonstrate their purpose during security screening.

16. Health, Wellbeing & Participation in Activities

GEMS Festival includes a wide range of optional activities including, but not limited to:

yoga;
movement classes;
fitness sessions;
wellbeing workshops;
creative workshops;
talks;
demonstrations;
holistic experiences;
relaxation sessions;
outdoor activities.

Participation is entirely voluntary.

Attendees are responsible for ensuring they are medically fit to participate.

Participants should follow all instructions given by instructors, workshop leaders or activity providers.

Anyone feeling unwell should stop participating immediately and seek assistance from Festival staff or the Festival Welfare Team.

The information, demonstrations, workshops, talks and wellbeing sessions provided at GEMS Festival are intended for general educational, recreational and wellbeing purposes only. They are not intended to diagnose, treat or prevent any medical or mental health condition, nor should they be relied upon as a substitute for professional medical, psychological or therapeutic advice.

Workshop leaders, speakers and wellbeing practitioners provide information and experiences for educational, recreational or wellbeing purposes only.

Attendees should consult an appropriately qualified healthcare professional regarding any medical condition or treatment.

Participation in optional workshops, fitness sessions, wellbeing activities and other Festival experiences is voluntary.

Attendees are responsible for deciding whether an activity is suitable for them, taking into account their own health, fitness and personal circumstances. Nothing in this clause excludes or limits the Organiser's liability where such liability cannot legally be excluded under the laws of England and Wales.

17. Medical Emergencies

Qualified First Aid services will be available during the Festival.

Anyone requiring emergency medical assistance should immediately notify the nearest member of Festival staff.

The Organiser reserves the right to contact emergency services where considered necessary.

The Organiser may also refuse continued participation in activities where doing so is considered necessary for the safety of the attendee or others.

18. Alcohol, Drugs, Smoking & Vaping

18.1 Alcohol

Alcohol may only be consumed in designated licensed areas of the Festival site, where permitted.

The Organiser and/or licensed vendors reserve the right to refuse service of alcohol to any individual who is:

under the legal drinking age;
unable to provide valid identification when requested;
considered intoxicated or behaving irresponsibly;
acting in a manner that may compromise their safety or the safety of others.

Alcohol purchased outside of licensed areas may not be brought into restricted zones of the Festival.

The Organiser reserves the right to search bags and confiscate alcohol brought into prohibited areas.

18.2 Drugs & Controlled Substances

The possession, use, distribution or sale of illegal drugs or controlled substances is strictly prohibited at GEMS Festival.

Any person found in possession of, under the influence of, or involved in the supply of illegal substances may:

be refused entry or removed from the Festival immediately;
have items confiscated and retained for evidence purposes;
be reported to the Police.

The Organiser reserves the right to take any action it deems necessary to maintain a safe environment.

18.3 Smoking & Vaping

Smoking and vaping are only permitted in designated areas of the Festival site.

Smoking or vaping in enclosed spaces, tents, marquees or other restricted areas is strictly prohibited.

The Organiser reserves the right to designate or change smoking and vaping areas at any time for safety, welfare or operational reasons.

19. Prohibited Items

For the safety and wellbeing of all attendees, the following items are not permitted on site unless expressly authorised in advance by the Organiser:

illegal substances;
weapons or items that could be used as weapons;
fireworks, flares or explosives;
glass bottles or containers (unless purchased on site and permitted within designated areas);
large sound systems or amplification equipment;
laser devices or high-powered lights;
drones or unmanned aerial vehicles without prior written permission;
any item deemed unsafe or inappropriate by Festival security or management.

The Organiser reserves the right to confiscate any item deemed to pose a risk to safety, security or the enjoyment of others.

20. Food & Drink

Food and drink will be available for purchase from approved Festival traders.

Attendees may only bring food or drink into the Festival where expressly permitted.

The Organiser reserves the right to restrict outside food or drink for licensing, safety or operational reasons.

The Organiser accepts no responsibility for any food or drink purchased from third-party vendors, except where required by law.

Any dietary requirements should be checked directly with individual traders.

21. Animals

With the exception of registered assistance dogs, animals are not permitted within the Festival site unless expressly authorised in advance by the Organiser.

Assistance dog owners may be required to provide appropriate documentation upon request.

The Organiser reserves the right to refuse entry to any animal that may pose a risk to safety, welfare or operational integrity of the Festival.

22. Photography, Filming & Media

The Festival may be filmed, photographed and recorded for promotional, marketing, commercial and archival purposes.

By attending GEMS Festival, Ticket Holders consent to:

being photographed, filmed or recorded;
the use of such material in any media worldwide, including social media, websites, print and broadcast;
the use of such material without compensation.

Attendees who do not wish to be included in media coverage should avoid clearly identifiable promotional filming areas where reasonably possible, or notify Festival staff upon arrival.

Professional photography, videography or recording equipment may only be used with prior written permission from the Organiser.

23. Personal Property & Lost Property

All personal belongings are brought into the Festival at the owner's risk.

The Organiser accepts no responsibility for loss, theft or damage to personal property.

Lost property may be handed into Festival welfare or information points.

Items will be retained for a reasonable period following the Festival, after which unclaimed items may be disposed of, donated or recycled.

24. Parking & Vehicles

Where parking is provided, vehicles are parked entirely at the owner's risk.

The Organiser accepts no liability for loss, damage or theft of vehicles or their contents.

Attendees must follow all signage and instructions from stewards or traffic management personnel.

The Organiser reserves the right to restrict vehicle movement on site for safety reasons.

25. Liability

Nothing in these Terms & Conditions excludes or limits liability for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
any other liability which cannot legally be excluded under English law.

Subject to the above, the Organiser shall not be liable for:

indirect or consequential loss;
loss of enjoyment;
loss of profit;
loss of opportunity;
loss of or damage to personal property.

Attendance at the Festival is at the Ticket Holder's own risk.

26. Complaints

If a Ticket Holder has a complaint during the Festival, they should raise it with a member of the Festival Team as soon as reasonably practicable to provide an opportunity to resolve the issue.

If the matter cannot be resolved during the Festival, a written complaint may be submitted after the event.

The Organiser will acknowledge and review complaints in a reasonable timeframe.

27. Privacy & Data Protection

The Organiser will process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Personal information provided during ticket purchase or Festival engagement may be used for:

ticket administration;
customer communication;
safety and welfare purposes;
legal and regulatory compliance.

Full details of how personal data is used are set out in the GEMS Festival Privacy Policy.

28. General Legal Provisions

If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

The Organiser may assign or transfer its rights and obligations under these Terms & Conditions where reasonably necessary for the operation of the Festival.

Failure by the Organiser to enforce any provision shall not constitute a waiver of that provision.

These Terms & Conditions constitute the entire agreement between the Organiser and Ticket Holders in relation to Festival attendance.

29. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

30. Acceptance of Terms & Conditions

By purchasing, holding, transferring or using a ticket to attend GEMS Festival, the Ticket Holder acknowledges and agrees that they have read, understood and accept these Terms & Conditions in full.

Entry to the Festival site constitutes acceptance of these Terms & Conditions and any additional policies, rules or reasonable instructions issued by the Organiser or authorised representatives.

The Ticket Holder agrees that the Organiser's Festival policies, including but not limited to the Festival Entry Rules, Code of

Conduct, Accessibility Policy and Safeguarding & Welfare Policy form part of the overall contractual framework governing attendance at GEMS Festival.

In the event of any inconsistency between these Terms & Conditions and any other Festival document, these Terms & Conditions shall take precedence unless expressly stated otherwise.

The Organiser reserves the right to update, amend or revise these Terms & Conditions where reasonably necessary. Any material changes will be published via the official Festival website or ticketing platform. Continued use of a ticket following such publication shall constitute acceptance of the updated Terms & Conditions.

It is the responsibility of the Ticket Holder to ensure they review the most up-to-date version prior to attending the Festival.

31. Severability

If any provision of these Terms & Conditions is held by a court or competent authority to be invalid, illegal or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

32. No Waiver

No failure or delay by the Organiser in exercising any right or remedy under these Terms & Conditions shall constitute a waiver of that right or remedy, nor shall it prevent or restrict its further exercise.

33. Entire Agreement

These Terms & Conditions, together with any documents expressly referred to within them, constitute the entire agreement between the Organiser and the Ticket Holder in relation to attendance at GEMS Festival.

The Ticket Holder acknowledges that they have not relied on any statement, promise, assurance or representation made or given by or on behalf of the Organiser which is not set out in these Terms & Conditions.

34. Third Party Rights

A person who is not a party to these Terms & Conditions shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms & Conditions.

35. Contact Information

All queries relating to these Terms & Conditions should be directed to:

GEM COLLECTIVE LTD

hello@gemsfestival.co.uk

FINAL CONFIRMATION

These Terms & Conditions are issued by GEM COLLECTIVE LTD and apply to all attendees of GEMS Festival.

They are effective from the date published and remain in force unless replaced by a later version.

DOCUMENT CONTROL

Document Title: Ticket Holder Terms & Conditions

Document Reference: GEMS-POL-001

Version: 1.0 (Draft)

Status: Draft

Organisation: GEM COLLECTIVE LTD

Document Owner: Festival Director

Approved By: Directors of GEM COLLECTIVE LTD

Applies To: All Ticket Purchasers & Festival Attendees

Classification: Public

Effective Date: To be confirmed

Review Date: Annually or following any significant legislative or operational change

Document History

Version: 1.0

Date: TBC

Author: GEM COLLECTIVE LTD

Summary: Initial Draft