We do not store credit card details nor do we share customer details with any 3rd parties
Calls to and from our office may be recorded for training and monitoring purposes.
Terms, Conditions and Cancellation Policy
Ordering Stag/Hen Novelties
• You can order products from us online via our website or by phone.
• Any order made by is subject to these terms and conditions
• We reserve the right to change or discontinue any item on our website at any time without prior notice.
• On very rare occasions it may be necessary for us to cancel an order and not send you your purchases, if this happens we will refund you the total value of your order as soon as possible.
• The prices on our website are inclusive of VAT at 20%. Our VAT number is 215 0832 41. Prices are subject to change and we reserve the right to amend any of our prices at any time without prior notice.
• We offer a simple delivery system and the costs of postage and packing will be made clear to you before submitting any payment details.
• All of our prices are displayed in Pounds Stirling. We only take orders and ship to within the UK.
• You can pay via various credit and debit cards, all orders must be paid for before they are dispatched.
• Payments are processed online using a credit or debit card. We will debit the money from your card as soon as possible following your order.
• Our payments processing facility is completely secure. Your card issuer may also carry out security checks when you make a purchase.
• While we aim to keep the website up to date at all times with current stock levels, due to the volume of sales which we handle there may occasionally be errors. If we accept an order from you which subsequently we are unable to deliver due to availability issues we will refund you the full amount of the order or offer an alternative.
• From time to time we will offer special offers on certain products, all offers are available while stocks last and may be withdrawn at any time without prior notice.
• We will post to destinations only within the UK.
• We offer free delivery on orders over a certain value, this offer applies only to standard delivery within the UK. Standard orders are despatched by Royal Mail or other courier services as indicated on the website.
• Please place your order in ample time to receive your goods as we cannot be held responsible for loss or disappointment due to slow delivery of our products.
• This does not affect your statutory rights as a consumer.
We are confident that all of our customers will be very happy indeed with their purchases from us, however we realise there may be occasions where you wish to return an item. We have designed our return policy to be as simple as possible; these terms do not affect your statutory rights.
We take every step possible to ensure our goods reach you in perfect condition, however, should an item arrive in a faulty or damaged condition we will replace it free of charge or provide a full refund. In order to receive a refund or replacement the item/s must arrive at the postal address below within 28 days of receipt.
If you are returning a faulty product, or one which arrived to you in a damaged condition we will refund the postage costs, please obtain proof of postage from your post office so we know how much to refund.
If you change your mind about a purchase after it has been dispatched please return it us within 90 days of receipt in an unused state, still in original packaging where applicable and we will happily refund you the price you paid for the order. We can not refund P&P costs on orders which are returned simply because they are not wanted. If your order qualified for free postage and you are returning the whole order because it is unwanted we will refund the full cost of the order minus the exact postage costs incurred by us.
If you are returning products because they are simply not wanted you will need to pay the return postage costs, we will only pay return postage costs where items are being returned due to them being faulty or incorrect.
Once we receive your returned item and are happy that it is unused and in good condition (as it was when it was delivered to you) we will refund your payment within 28 days.
Certain Products are excluded from this returns policy, any perishable or personalised goods will not be refunded unless faulty or damaged.
How to return your goods
Return your goods to the address below making sure to include either a copy of your invoice, or a note with your order number and name on as well as a note explaining why the item has been returned.
Please use a secure delivery method to return your items, such as Royal Mail Recorded Delivery which needs to be signed for upon arrival. The items will be your responsibility until they reach us.
Stag and Hen City Ltd
239 London Road
Stoke on Trent
1 – Booking and Payment
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of all members of your party, the terms of these booking conditions.
The first named person on the booking will be the party leader and will be responsible for making all payments due to Stag and Hen City Ltd. He/she must be at least 18 years old. Where activities carry an age restriction, you must confirm that all group members are over this age restriction.
All activities that include alcohol or entry to licensed premises require a minimum age of either 18, or in some venues 21. All participants must take with them suitable ID. Refusal of entry to those under age, or without suitable ID will deem the event cancelled by you and Stag and Hen City Ltd will not be held liable. Adding your date of birth to the party area is for marketing purposes only and we do not monitor dates of birth. It is your responsibility to ensure all members are over the requested age limit for all events.
You must also adhere to any dress policies that venues require. Some cities and/or do not accept Stag or Hen Costumes or novelties/accessories. Offensive costumes will most certainly not be allowed in any venues.
English Law will apply to our agreement and to any dispute or claim which arises between us out of it. Any such dispute or claim must be dealt with by the Courts of England and Wales. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
Stag and Hen City Ltd will act as a booking agent to book tailor-made events on your behalf. By accepting these terms and conditions, you enter into a payment contract with us. You will have a separate contract between all parties involved and these parties may not be linked. eg; you may have a contract with the hotel direct, in addition to other third party venues hosting that activity. Should you have any issues with these suppliers, you are required to contact them directly to resolve any issues. We will try to help where we can. All venues will have their own liability insurance and some activities may require you to sign additional paperwork upon arrival to agree to their terms and conditions. You are advised to take your own insurance policy where needed as noted in section 6 below.
All images on the website are for illustration purposes only. All out terms and conditions are subject to change and we reserve the right to amend any of our terms and conditions at any time without prior notice.
Please note: Checking availability on the web-site or over the telephone does not constitute a confirmation of the booking and although we endeavour to be as accurate as possible with our pricing, we reserve the right to change our prices at any point without prior notice, (This may be due to a number of common reasons for example, exchange rates or supplier, hotelier change). In order to confirm your chosen arrangements, you must pay a (non-refundable or transferable) deposit of £25 (unless otherwise stated) to secure your group booking, each group member is then responsible to pay a further (non-refundable or transferable) £25 deposit (unless otherwise stated) which is required within 2 weeks after your booking to secure their place and your groups numbers need to be confirmed at this point. All of your event details can then be released as bookings will have been secured. Should group numbers change after this point, we can not guarantee any part of the event and any or all of the itinerary may change to suit the group numbers. Should deposits not be paid within 2 weeks, we reserve the right to make changes to your event where availability can not be secured due to deposits not paid in time. This may result in alternative accommodation or activities and may result in a surcharge per person. The remaining balance (non-refundable) will be due 6 weeks before your weekend departure date. If your enquiry/ booking falls within 6 weeks of your departure we would require the full balance paid by phone on a credit or debit card. Upon receiving your first deposit, your booking will be confirmed and a contract between you and Stag and Hen City Ltd “us” will exist once you have received confirmation by way of receiving your party area log in details. Any new group members must pay their deposit or full amount if the event is within 6 weeks to confirm their place. Any name changes will require a £25 per person admin charge (non-refundable or transferable). Any late final payments may result in that member being cancelled from the event and/or a £15 administration charge being added.
It may take up to 2 working days from the booking reservation until the supplier confirms your booking. If you do not receive a confirmation invoice within 3 working days, you should contact us directly to make sure that your booking has been made.
If we are unable to confirm your booking, which happens on very rare occasions, we will offer you alternative arrangements and the choice of:
a) Accepting the alternative offered
b) Purchasing other accommodation at its current selling price,
c) Accepting a full refund of all monies paid to us unless booking confirmation can not take place due to a delay in payment
You must notify us of your choice within seven days of our offer to you. If you fail to do so we will assume that you have accepted the alternative offered.
It is important that you check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names and location are exactly as stated in your confirmation and that your dates of departure or dates of your event are correct. We have no responsibility for any errors in any documentation except where an error is made by us. You must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions.
Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned. No further payment charges will be made for payment by either credit card or debit card. Any cancellations are not transferable to any alternate location, ONLY the group leader will be allowed to make any changes if permissible (these changes will need to made in writing to us). The group leader shall accept the booking on behalf of all group members and all group members accept the details and itinerary agreed by the group leader.
Whilst we will endeavour to comply with any special requests such as diet and room requirements, we can only do so on a ‘goodwill’ or request basis. As these are usually only provided at the discretion of the relevant supplier, hotelier or transport companies. We cannot guarantee availability and cannot be held responsible if they are not provided. Some requests may incur a charge which will subsequently be passed onto you/your group and be paid for in full before the request can be carried out plus all special dietary or room requests must be received in writing before booking, so we can confirm if this is possible before the booking is made. Any meals booked unless otherwise stated will be ordered from a set menu. Depending on the venue, your chosen menu/s will either need to be decided upon before your event date, or in some cases a set menu will be provided for you on the night. Should you choose items from a different menu to that given, you will be responsible for any additional costs requested by the restaurant including any drinks ordered. Stag and Hen City will not in any circumstance reimburse you for any of these costs.
We are also happy to advise and assist special needs or disabled customers. However, some activity centres, hotels may lack even the simplest facilities such as wheelchair ramps, lifts, etc. Therefore we must be provided with full written details of any disability or special requirements before booking to ascertain whether the weekend and location of your choice is suitable. Failure to advise us prior to booking may result in the termination of any arrangements with us, for which we would not be liable to make alternative arrangements, or to make refunds or pay compensation.
It is your responsibility that these requests get to us in the following 2 ways- these requests must be made in writing to your sales agent by email or the above postal address (we will only acknowledge requests that we have received).
Any accommodation may request a security deposit to be held upon arrival this could be a damage deposit or good behaviour bond in case of noise, damage or unruly behaviour or the security deposit could also be held in case of items being charged to your room i.e room service. Usually the deposit will be refunded upon check-out if all is well and no items are added to your room. This is entirely at your hotels discretion and the deposit payments can vary with each hotel and group size. If you would like to confirm your hotels security deposit policy please contact us. Hotels can also ask for photo identification for each member. The location of the ‘city centre’ or ‘city central’ accommodation we book is deemed centrally located at our discretion. We define a “centrally located hotel” or similar as one approximately 10-15 minutes or less drive from the city centre. This could be a 30 – 40 minutes drive in central London due to London’s road layout. Our accommodation will provide good access to all elements of your weekend to include nightlife and daytime activities. Some daytime activities may be outside of the city, but are within a 1 hour drive. Parking at all hotels is payable either on site or available locally and not included in any package prices. Any transport or parking costs are not the responsibility of Stag and Hen City and not included in any prices that you pay. Additionally, you are responsible for any parking fines due to not following local parking rules. Should your activity include food, menus can and do change options. We will send you an updated menu choice should they do change for you to choose new options. You accept that any choice on any menus may change, and may even change on the day of the event for you to choose should your choice be unavailable at that time. Occasional Hotels do need to close certain facilities such as the leisure facilities for any reason. Stag and Hen City Ltd are not responsible for any facilities closed, not available or restricted during your stay. Please note when booking a Spa Hotel – the hotel may not have facilities to offer spa treatments or you may have to book spa treatments through a separate company and you may be charged room hire by the hotel which you should organise and pay for direct with the hotel yourself. We define spa as Hotel including swimming pool, gym and such like facilities. All facilities can change from time of booking to time of event and you accept this as part of natural venue changes.
Please make yourself aware of the most suitable directions to your accommodation and venues. You will find these directly on the hotel/venues websites. Some hotels or venues will offer a ‘SatNav’ postcode that may be different to the hotel/venue postcode. We except no responsibility for you arriving at the wrong venue should you not have followed the venues directions that apply to your chosen transport to the hotel/venue.
Typical room layout are
Twin – 2 x single OR 1 x Double
Triple – 3 x single OR 1 x Double and 1 x Adult Bunk. Rooms with 1 double and an adult bunk will have no separate bathroom, but does have a private and enclosed shower enclosure with a frosted shower door for privacy. More details can be found in the accommodation selected in your party area.
Quad – 2 x Double (allocated for 4 star spa hotels)
You agree to these layouts and agree that we will select your accommodation on your behalf that best suits your group. Should you you request alternative accommodation, this may result in your cost per person increasing. We will not change your accommodation unless you agree to these additional costs.
Times and venues of your activities can and do change and we will inform you of any changes prior to the event time. Your new venue will still be within your chosen city center, unless your activity has always been out of the city center (ie an activity center) Stag and Hen City are not responsible for any venue or time changes.
As stated on your booking form/invoice a supplement would be due for any rooms that are not fully occupied or minimum group sizes not met. This supplement cost would be no more than a full per person price per missing person.
Example: If you rooms are based on 4 people per room and only 2 people use that room, 2 x supplement costs no greater than the full per person cost would be payable by you. This would be due on your final balance due date. We would assume that a non payment of a supplement cost would be your request to cancel and no refunds would be due if within 6 weeks before your event date.
Bar or nightclub entry is complimentary and venues, the type of venue, locations and entry times can change from booking your event to attending your event. You must be in the bar/club by the time we recommend, a later arrival may result in refusal of entry and/or a payment required to gain access to the bar/club. Stag and Hen City are not liable for any costs incurred by late entry. Where Nightclub entry is given, this could mean a late night bar type venue. Closing times do change depending on days of the week or if an event is taking place – or if the venue decides to close early for any reason. VIP entry means queue jump guest list entry. Please make yourself familiar with the club/bars rules and regulations, opening and closing times, dress code and other entry and exit rules before attending.
We will offer you time options for activities and these will be requested from the venue. Should that time not be available, an alternative time will be provided. We advise that you do not arrange any other part of your party including transport until we have confirmed with you your activity timings. We will endeavour to arrange your preferred activity time, however by booking a party with Stag and Hen City, you agree to the activity timings given. Once a time is confirmed, you must ensure you arrive at your venue on time. Should you be late for any reason, your activity duration may be reduced or event cancelled. Stag and Hen City are not responsible for your activity being changed or cancelled by you not arriving at the time required.
We advise you give yourself enough time for traffic delays, hotel check in delays and travel to your activity. Travel to your hotel or venue is entirely your responsibility and it is your responsibility that you arrive at the correct address and on time. If you miss any part of your activity or are unable to attend due to road conditions or the failure of public transport, this is your responsibility and Stag and Hen City will not offer any refunds or compensation. We advise you obtain your own travel or event insurance.
2 – Prices
The prices quoted in your quotes are based in pounds sterling and include VAT. We reserve the right to increase or decrease advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices (This could also be due to the exchange rate at that time). Special note: changes and errors sometimes occur. You must check the price of your chosen arrangements before and at the time of booking. Should a package price be given and booked based on a certain amount of people per room, this has to be met or under occupied rooms will result in a supplement being due.
3 – Changes and Cancellations by us
IF WE CHANGE OR CANCEL YOUR BOOKING
It is unlikely that we will have to make any changes to your event, as we do plan the arrangements many months in advance. Occasionally we have to make changes and we reserve the right to do so at any time. Most of these changes are minor and we will advise you of them at the earliest possible date. A change of venue can happen for a number of reasons, changes to your venue can happen at any time and this is beyond the control or liability of Stag and Hen City.
We also reserve the right in any circumstances to cancel your event. For example, if the minimum number of clients required for a particular event is not reached, we may have to cancel it. Also we may have to cancel your event for reasons of force majeure (no refunds will be attainable in this unlikely event), or failure by you to pay the final balance within the due dates. If we are unable to provide the booked travel arrangements for reasons such as your date becoming no longer available; for example a major event for that particular city and date has resulted in your event being no longer available, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your event, we will pay to you compensation as set out in the table below.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
Number of days before departure a significant change or cancellation is notified to you and your group
Compensation per person
More than 14 days £0
Less than 14 days £10
Force Majeure – circumstances outside our reasonable control:
No compensation is payable in any circumstances where performance and/or prompt performance of the contract is prevented by reason of war, threat of war, riots, civil strife, terrorist activity, industrial disputes, natural or nuclear disaster, fire or adverse weather conditions, technical or mechanical problems with transport, motorway congestion or closure on the way to an airport, railway station or port, airports, railway stations or ports being closed or full, cancellation or changes of schedules by carriers (or any similar event), hotel overbooking, postal strikes or delays, water or power disruption, venue changes or other similar events beyond our reasonable control. We are not responsible for the disruption caused by any of the above for any other activities you have booked elsewhere.
4 – Changes and Cancellations by you
Changes to your event can be made from the date of booking to your deposit date with no administration charges added. From your deposit date to your final balance date if you were to change event date, city or activities (including adding or subtracting a city or activities) an administration charge of at least £5 per group member will be added to your package price, as always any changes made at any time may include package price increases due to availability changes on new dates, cities or activities. Any cancellation or amendment request must be sent to us in writing, by email or post, and will take effect on the day we receive it at our customer services postal address, Stag and Hen City Ltd 239 London Road, Stoke, Stoke on Trent, ST4 5AA . Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that such requests will be met. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the supplier of your arrangements. The supplier may charge the cancellation or amendment charges shown in their booking conditions.
Period before departure within which written notification of cancellation is received by us, Stag and Hen City Ltd. The cancellation charge per person cancelling is:
- 42 days or more – Any Deposits paid
- Less than 42 days – 100% of any arrangements made in question.
Any payments made to Stag and Hen City Ltd are non transferable.
5 – LIABILITY
Some activities contain an element of risk, these include but not exclusively shooting sports of all kinds, motor sports, water sports and air sports. Stag and Hen City Ltd shall accept no responsibility whatsoever for any injuries or loss incurred by the client or its guests, associates or agents during the event. By booking through Stag and Hen City Ltd you understand that on your behalf Stag and Hen City Ltd will book activities that may contain an element of risk. We are not responsible for any damage, injury, death or loss you may incur whilst carrying out activities we have booked on your behalf and in the event of any such unfortunate circumstance the dispute is between you and the supplier (for example but not exclusively the activity site, restaurant, club, bar, hotel, instructor). You must ensure you have personal travel insurance which covers such activities and events.
6 – INSURANCE & PARTICIPATION
Stag and Hen City strongly recommend you take out travel insurance that holds the correct cover for you and your group’s participation in the itinerary. You should ensure that any insurance policy covers personal accident, medical and emergency evacuation, loss of monies and participation in your chosen activity or dangerous sport. If you decide not to take out travel insurance suitable for your arrangements independently, you hereby agree to indemnify us against any claim of loss, injury or death, and you and your group members participate entirely at your own risk. Certain activity providers may insist you sign an insurance indemnity and waiver form; therefore you participate at your own risk, and we shall not be liable for your participation. Participation in activities that are not booked as part of the itinerary or has been booked independently of the reservation will not be the responsibility of Stag and Hen City Ltd and we shall not be liable.
7 – FINANCIAL PROTECTION
For all trips with accommodation plus one or more other activity, and in accordance with “The Package Travel and Linked Travel Arrangements Regulations 2018”, all passengers booking with Stag and Hen City Ltd are fully Insured for the initial deposit and subsequently the balance of all monies paid to us, including repatriation if required, arising from the cancellation or curtailment of your travel arrangements due to the insolvency of Stag and Hen City Ltd.
A certificate detailing this cover can be viewed by clicking here
This insurance has been underwritten by Affirma, a trading brand of MGA Cover Services Limited
Contact Us – Customer Service
Postal Address – Stag and Hen City Ltd, 239 London Road, Stoke, Stoke on Trent, ST4 5AA
Email Address – firstname.lastname@example.org
Telephone – 01782 454595
Stag and Hen City Ltd is a Limited Company, registered in England and Wales, Co No: 09050719, VAT No: 215 0832 41