Terms and Conditions
Tanyard Orchard Ltd
Terms and Conditions (updated October 29 2023)
1.1 These are the terms and conditions on which we will make available luxury campsite accommodation and other services (“Services”) to you at Glastonbury Festival (“Event”), together with the Frequently Asked Questions sections on our website (“FAQs”), a copy of which can be found here: https://www.tanyardorchard.co.uk/faqs/
1.2 The FAQs are incorporated into these terms and conditions.
1.3 Please read these terms and the FAQs carefully before you submit your order to us. These terms tell you who we are, how we will provide the Services to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
2.1 We are Tanyard Orchard Ltd a company registered in England and Wales. Our company registration number is 14997972 and our registered office is at 20 Wenlock Road, London, England, N1 7GU.
2.2 How to contact us. You can contact us by telephoning our customer service team at 0800 6122 672 or by writing to us at email@example.com or Unit 9, Blackbushe Business Park, Yateley, Hampshire, GU46 6GA.
2.3 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
Our contract with you
3.1 Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2 If we are unable to accept your order, we will inform you of this in writing and will not charge you. This might be because the specific accommodation you have ordered is fully booked, because of unexpected limits on our resources which we could not reasonably plan for, or because we have identified an error in the price or description of the booking.
3.3 We will assign a booking reference number to your order and tell you what it is when we accept your order. It will help us if you can tell us the booking reference number whenever you contact us about your booking.
Services and Accommodation
4.1 Details of all the Services and the type of accommodation we can make available for the Event are available on our website.
4.2 The images of the accommodation on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the accommodation you will stay in. Your accommodation may vary slightly from those images.
4.3 We will endeavour to provide you with the particular tent or chalet you have booked but there may be times when we have to provide you with accommodation due to a lack of availability or other circumstances. In such event we will provide you with alternative accommodation of the same or similar specifications and quality to that which you originally booked.
4.4 If on arrival at the campsite the accommodation we have supplied appears to be in an unsatisfactory condition you should notify one of our staff immediately and no later than 24 hours after your arrival at the campsite. In such an instance, we will use reasonable efforts to rectify the defect or change your accommodation as soon as is reasonably practicable but we cannot guarantee this will always be possible due to availability. If you fail to notify one of our staff within 24 hours after the start of the Event then we cannot give any assurance that we will be able to supply you with different accommodation.
4.5 If at any time after you arrive at the Event the accommodation becomes damaged other than as a result of your actions or the actions of others using the accommodation with your consent (whether the consent is actual (i.e. you have given express permission) or implied (i.e. it was reasonable for such person to assume you consented to them entering the accommodation)), you should notify one of our staff immediately. Following inspection by one of our staff, if considered necessary and if a repair or replacement is available, we will use reasonable efforts to change or repair the damage as soon as is reasonably practicable. If we are to change your accommodation we will provide you with alternative accommodation of the same or similar specifications and quality to that which you booked.
4.6 The accommodation must be left at the end of an Event in the same condition as when it was first provided, subject to any fair wear and tear that is consistent with normal and reasonable use. We may retain the credit or debit card details provided to us when you make a booking and reserve the right to deduct an amount equivalent to the cost of repairing or replacing the accommodation or any part of it to the extent it is not returned to us in the same condition as when it was provided to you. The lead booker (i.e. the person making the booking on behalf of others) accepts liability for any loss or damage to accommodation incurred during the hire period.
4.7 The Services and accommodation will only be available for use during the dates and times specified by us when we confirm your booking. If you arrive at our campsite before the “opening time” specified you will not be permitted to enter the campsite or use the Services or accommodation until that time. You must vacate the campsite and take all your possessions and belongings with you before the specified “closing time” at the end of the hire period.
4.8 The accommodation and all equipment forming part of it shall remain our property at all times unless we have expressly confirmed otherwise to you. (Please check our website for details of any equipment that you may be able to buy and retain at the end of an Event.)
4.9 You agree to use the Services and accommodation as they are intended to be used and shall keep the accommodation in good condition subject to any fair wear and tear that is consistent with normal and reasonable use.
4.10 You shall not put the accommodation or any equipment forming part of it to any use other than its intended use and accordingly shall not intentionally alter, modify or damage it without our prior consent.
4.11 The accommodation will only be suitable for weather conditions to the extent described by the relevant manufacturers’ information or guidelines and we will not be responsible for any damage or loss you may suffer as a result of adverse weather conditions.
4.12 You agree to treat our staff, other event-goers on the campsite and at the Event with respect at all times. Should you fail to do so or display any abusive, disrespectful or anti-social behaviour of any kind we reserve the right to refuse admission to the campsite to you and any refund will be at our absolute discretion.
4.13 You shall not allow anyone other than yourself and those on whose behalf you make the booking to use the Services unless we expressly allow you to in writing.
4.14 We reserve the right to refuse admission to our campsite at any time in any circumstances where we deem it necessary for the protection of the security, safety and comfort of our other guests. In particular, we may refuse entry where you are found with prohibited items (as set out in the FAQs and the Event’s main site at www.glastonburyfestivals.co.uk) or we feel you are engaged in anti-social behaviour. In such circumstances your accommodation booking will be cancelled and we shall not be obliged to refund any monies paid for the booking.
4.15 Wristbands removed from the wrist or tampered with will be rendered invalid and will not be replaced. Lost or missing wristbands will not be replaced. Those without wristbands will be refused admission to our campsite or may be removed from the campsite,
Bookings and Payment
5.1 All bookings of our Services must be made online (via the internet).
5.2 Details of the prices of all our Services are available on our website. We may vary these prices from time to time and you are advised to check our current prices before making any booking. The price you will pay for the Services we supply to you will be the price displayed on our website at the time you make the booking (unless there is an error on the website).
5.3 Payment must be made in full at the time you make your booking. All payments must be made by credit or debit card online.
5.4 Subject always to clause 5.5, you may alter your booking at any time prior to the Event. If the altered Services you require are more expensive than those originally booked you must pay the difference in the two prices at the time you alter the booking. If the altered Services you require are less expensive than under the original booking we may, at our absolute discretion, refund to you the difference in the two prices, but we are under no obligation to do so. In addition, any such alteration to your booking will incur an administration fee of £10.
5.5 Any alteration to your booking in accordance with clause 5.4 will be subject to availability and space at our campsite. We will always try our best to meet your requirements for an altered booking but if we are unable to do so your original booking will still be valid or you may ask for a refund. If you ask for a refund clause 6 will apply.
5.6 Payment for our Services does not mean you own any of the tents, chalets or other equipment provided unless we have expressly stated in writing otherwise. The majority of our accommodation and equipment are for hire only and your booking confirmation will state if you have paid to keep any equipment at the end of an Event.
5.7 Your booking is personal to the lead booker and those persons on whose behalf a booking was made. This means that you cannot transfer, sell or give away your booking to any other person.
5.8 Where a booking has been obtained by a person in breach of clause 5.7 such person may be refused entrance to, or removed without notice from our campsite. In such circumstances your accommodation booking will be cancelled and we shall not be obliged to refund any monies paid for the booking.
Cancellations and Refunds
6.1 You may cancel your booking at any time on or before 01 March 2024. After 23:59 on 01 March 2024, you will not be entitled cancel your booking and no refunds will be made (save in circumstances described in clause 7.5).
6.2 To cancel your booking you must notify us by email, telephone or post using the contact details stated at the top of these terms.
7.1 The Event is not owned or operated by us and we have no responsibility towards you for any part of the Event other than the Services.
7.2 Without prejudice to clause 7.1 above, we may provide some of the Services you have booked through third parties. If you have a problem with any such Service you should alert a member of our staff who will liaise with the relevant third party. Through the third party we will endeavour to solve any problems as quickly as possible but we will not be held responsible for any failure on the part of that third party.
7.3 The Event itself is subject to its own particular rules and regulations and we encourage you to look at the website of the Event for all information regarding the Event other than in relation to our Services. Where an Event’s rules and regulations impact on the Services we provide to you (e.g. noise levels; curfews) we will try and inform you in advance.
7.4 We will not be held responsible for the actions of any individuals attending an Event nor if those actions affect your enjoyment of the Event or Services. This applies whether or not those
7.5 If the Event for a particular year is cancelled for any reason but the Event will be held the following year, you may roll over your booking for Services to the following year. If you are unable to attend the Event for the following year then you may cancel your booking and we will issue you with a refund.
7.6 If the Event is abandoned after it has started any refund we give you will be at our sole discretion.
8.1 Subject always to clause 8.4, attending our campsite and parking your vehicles in our carpark is at your own risk. We are not responsible for any loss, injuries or damages sustained or incurred by you on our campsite or carpark (including but not limited to damage, theft or losses to your personal property and vehicles), unless this was caused by our negligence or the negligence of our staff or representatives.
8.2 We are not responsible or liable in any circumstances where the loss, injury or damage is caused by your actions or inactions, or the actions or inactions of any other patron or third party.
8.3 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
8.4 You accept that the limitations of our liability set out above are reasonable in all the circumstances. Nothing in these terms will limit or exclude our liability to you for death or personal injury arising as a result of our negligence or the negligence of our employees or agents, or for any other matter which would be unlawful for us to exclude or limit.
8.5 We shall not be in breach of these terms nor liable to you for delay in performing, or failure to perform, any of our obligations under these terms if such delay or failure results from events, circumstances or causes beyond our reasonable control. This includes where the Event is cancelled due to an event, circumstance or cause beyond our reasonable control, including but not limited to the following:
(a) acts of God, flood, drought, earthquake or other natural disaster;
(b) epidemic or pandemic;
(c) terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations;
(d) nuclear, chemical or biological contamination or sonic boom;
(e) any law or any action taken by a government or public authority, including without limitation imposing an export or import restriction, quota or prohibition, or failing to grant a necessary licence or consent; and
(f) interruption or failure of utility service.
For the avoidance of doubt, if the Event is cancelled due to an event, circumstance or cause beyond our reasonable control (such as those listed above) then clauses 7.5 and 7.6 will apply.
How we will use your personal information
9.2 The lead booker and all persons on whose behalf the lead booker makes a booking consent to being filmed, photographed and recorded for our own promotional material (which may appear online, on social media, in podcasts, or on the radio or television) as well as onsite CCTV cameras and recordings for security purposes.
10.1. We may transfer our rights and obligations under these terms 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 under the contract
10.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
10.3 We may make changes to these terms, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any Services paid for but not received:
10.4 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
10.5 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
10.6 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
10.7 These terms 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.