Terms & Conditions

Definitions

These definitions apply whether or not the words are capitalised.

• We, us, our: Singing with Nightingales

• You, your: the Lead Booker

• Lead Booker: the person who made the booking and is our main contact for it

• Participant: anyone attending an event on a booking

• Event: an event on a specific date that you book with us

• Public events: our events open to the public, including Original, Special and Extended events

• Partner events: events run with a partner organisation, which have their own terms shown at checkout

• Tickets: admission tickets to an event

• Add-ons: optional extras booked with your tickets, such as camping, parking and bell tents

• Merchandise: physical products

• Booking: your order, including tickets, add-ons, merchandise and any donation

• Individual booking: a booking for 1 to 4 participants

• Group booking: a booking for 5 or more participants

• Refund Protection: the optional protection provided by XCover and offered at checkout

Refunds & Cancellations

More than 8 weeks before your event

You can choose either:

1. Refund to your original payment method, less any donation made with your booking and the administration fee, OR

2. Voucher for the value of your booking, less any donation made with your booking and the administration fee, valid for the 2027 or 2028 season

• The administration fee is £25 per booking for individual bookings, or £25 per participant for group bookings

• Refunds or vouchers can be processed for your entire booking or individual tickets

• Add-ons and uncollected merchandise can be refunded or converted to vouchers alongside tickets

• Refunds processed within 10 working days

Less than 8 weeks before your event

• No refunds or vouchers available unless we cancel, postpone, or abandon an event before half the performance is complete

• In the unlikely event that we have to cancel an event (as above), you can choose a refund or a voucher for the cost of your tickets, add-ons and merchandise, less any donation made with your booking and the administration fee

• You can protect your tickets at checkout with Refund Protection (see below)

• You may resell your tickets and add-ons using third-party platforms. We are not responsible for any transactions conducted through these platforms

• As an outdoor event, we proceed in all weather conditions except when severe weather compromises safety

Refund Protection

Refund Protection is an optional extra you can add to your tickets and add-ons at checkout. It lets you claim your money back for certain unforeseen circumstances at any time.

• Refund Protection is provided by XCover (powered by Cover Genius), not by Singing with Nightingales. It is a separate agreement between you and XCover, and is subject to XCover's own terms, conditions and exclusions, which you will receive after purchase

• It does not cover changing your mind about attending. Covered reasons are listed in your XCover documents

• It must be added when you book. It cannot be added afterwards

• It covers tickets and add-ons only. Merchandise, donations and gift vouchers are not covered

• Claims are made directly with XCover, and XCover alone decides them. We are not involved in assessing claims and are not responsible for XCover's decisions

• Tickets and add-ons reimbursed through a Refund Protection claim are cancelled and cannot be used or resold

• We do not refund the cost of Refund Protection if you cancel or transfer your booking with us at any time. Any right to cancel your protection and receive its cost back is set out in your XCover documents

• If we cancel an event, we will not refund the cost of your Refund Protection

• Transferring your booking affects Refund Protection. See Transfers below

Transfers

If you can no longer attend your date but would still like to use your tickets, you may:

1. Transfer your booking to another date in the same season

2. Transfer your booking to another person

Date Transfers

There are two types of date transfer:

Self-serve Date Transfer

Move your whole booking, like for like, to another date. You can do this yourself via our ticketing platform without contacting us. Self-serve transfers are available between our public events. They are not available to or from partner events.

• £25 administration fee per booking

• Available up to 4 weeks before your event

• Your whole booking must move together, with the same tickets and add-ons

Assisted Date Transfer

Contact us, and we will arrange your transfer if you want to move only some of your tickets or add-ons, or change your booking at the same time (for example, add-ons are not available on your new date).

• £40 administration fee per booking

• Available up to 4 weeks before your event

• Transfer requests processed within 5 working days

For All Date Transfers

• Subject to availability on your preferred date

• Limited to three date transfers per customer per season

• If your new date is more expensive, you'll need to pay the difference

• If your new date is less expensive, the difference is non-refundable

• Add-ons cannot be guaranteed on your new date. If unavailable, they cannot be refunded

Bookings with Refund Protection

• Bookings with Refund Protection cannot be transferred using self-serve. Up to 4 weeks before your event, contact us and we will cancel your original booking and issue a refund voucher, less a £40 administration fee and the cost of your Refund Protection. You can then use the voucher to rebook on your new date and add Refund Protection at checkout. This counts as a date transfer towards your limit of three per season

• If you move only some of your tickets or add-ons, the tickets that stay on the original date remain protected. The full cost of your Refund Protection is still deducted from your voucher

Person Transfers

• Free of charge

• If the Lead Booker changes, please notify us at least 48 hours before your event

• We collect important information about participants' dietary requirements. If any participants in your booking change, the Lead Booker must ensure the new participants complete the additional information form at least 48 hours before your event

• Changing the name or email address on a booking with Refund Protection ends the protection on that booking

Merchandise

Uncollected Merchandise

• Can be refunded or converted to a voucher alongside event ticket refunds (more than 8 weeks before your event)

• Cannot be refunded separately if you are still attending the event

Collected Merchandise

• Returns accepted within 14 days of collection if unused and in original condition

• Return postage costs to be covered by the customer

• Refund processed within 10 working days of receiving the returned item

Vouchers

Refund Vouchers

• Refund vouchers are valid until 30 June 2028

• Refund vouchers can be redeemed against tickets, add-ons, or merchandise

• Refund vouchers cannot be refunded or converted to cash

• Partial redemption is allowed – any remaining balance stays on your voucher for future use

Gift Vouchers

• Gift vouchers are valid until 30 June 2028

• Gift vouchers can be redeemed against tickets, add-ons, or merchandise

• Gift vouchers are one-time use only. If the value of your purchase is less than the gift voucher amount, the remaining balance will be forfeited and cannot be carried forward or reused

• Gift vouchers are non-refundable and cannot be exchanged for cash

• Gift vouchers are transferable and can be gifted to another person

• Lost or stolen gift vouchers cannot be replaced

• Gift vouchers cannot be redeemed retroactively against existing bookings

• We reserve the right to refuse redemption of gift vouchers that have been tampered with, duplicated, or obtained fraudulently

Important Notes

• Your booking becomes binding when you receive a confirmation email from us

• Payment is taken in full at the time of booking unless otherwise agreed

• All prices are in pounds sterling (£ GBP)

• All refunds and transfers under these terms are processed at our discretion. Refund Protection claims are decided by XCover under its own terms

• Changes to the advertised programme (including event timings, presence of nightingale song, host, supporting artists or workshop facilitators) do not constitute grounds for cancellation or refund

• We encourage early notification if you can't attend - it may help others on the waiting list to experience the event

• We may be unable to admit late arrivals, and no refund will be given

• You are responsible for giving us correct names and email addresses for your booking

Age Requirements

• Anyone under the age of 18 must be accompanied by a participating adult

Health & Safety

• Events take place in natural woodland settings with inherent risks

• Participants must be capable of walking on uneven ground in the dark

• Please follow staff instructions at all times

• Appropriate footwear and weather-suitable clothing are required

• We may need to modify or cancel events due to severe weather or safety concerns

Restrictions

You may not bring:

• Pets

• Professional recording equipment or drones

Photography & Recording

• Flash photography is not allowed

• Personal photography for private use is allowed

• Commercial photography/filming requires prior written permission

• Please be mindful of other guests when taking photos

• We may photograph or film events for our own promotion and records. If you do not want to appear, please tell a member of our team on arrival

Liability

Food Allergies & Dietary Requirements

• We make reasonable efforts to accommodate dietary requirements and allergies when notified at least 48 hours in advance; however, we cannot guarantee a completely allergen-free environment

If you have severe allergies or life-threatening food intolerances:

• You must inform us at booking and again at least 48 hours before your event

• You must speak directly with our catering team on-site before consuming any food or drink

• You are responsible for making the final decision about whether to consume any food provided

• We strongly recommend bringing your own safe food if you have severe allergies

• To the fullest extent permitted by law, we are not liable for allergic reactions, provided we have been properly notified of your allergies in advance, taken reasonable steps to communicate your requirements to our caterers, and provided you with the opportunity to verify ingredients with our team on-site

General Liability

• We take all reasonable precautions to ensure your safety

• Participation is at your own risk

• We are not liable for:

  • Personal injury (except where caused by our negligence)

  • Loss or damage to personal property

  • Indirect or consequential losses

• You are responsible for your personal belongings throughout the event

• Our total liability to you for a booking is limited to the price you paid for it, except where the law does not allow us to limit it

• We are not responsible for travel, accommodation or other costs if an event is cancelled or changed, or if you cannot attend

• Nothing in these terms affects your legal rights, or our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit

Additional Information

• Please respect the natural environment and wildlife

• Follow the Countryside Code

• We reserve the right to remove participants who behave inappropriately, are intoxicated, or compromise others' enjoyment

• No refunds will be provided if you are refused entry or removed due to misconduct

Data Protection

• We collect and process your information in accordance with UK data protection laws

• Our full Privacy Policy details how we use your data: https://www.singingwithnightingales.co.uk/privacy-notice

General Notice

• These terms may be updated periodically; the latest version will always be available on our website.

• For any queries about our policies, please contact info@singingwithnightingales.co.uk

• If you have a complaint, please complete our Complaints Form and we will do our best to put things right

• These terms are governed by the law of England and Wales, and its courts will deal with any dispute.