Terms and conditions

Welcome to Historic Royal Palaces Enterprises' (HRPE) website terms and conditions for use. Please read them carefully before placing your order. By accessing this website and/or placing an order you agree to be bound by the terms and conditions set out below. Before placing an order, if you have any queries relating to these terms and conditions, please email us at shop@hrp.org.uk. If you do not agree to be bound by these terms and conditions you may not use or access this website.

Please also read our Privacy Policy, which forms a part of these terms and conditions and covers personal information provided by you, security and use of “cookies”.

We reserve the right to modify or withdraw this website without notice to you and we shall not be liable to you or any third party for any such modification or withdrawal. We may also change these terms and conditions from time to time without notice to you and your continued use of the site following such change shall be deemed to be your acceptance of any change. Changes will apply to any subsequent orders received.

Definitions

“Product” shall mean a product displayed for sale on this website.

“We/us” means HRPE.

“Website” means the website located at www.historicroyalpalaces.com or any subsequent URL which may replace it.

“You” means a user of this website.

Product information

We have made every effort to display as accurately as possible the colours of our products. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.

All sizes and measurements are approximate.

We will take all reasonable care to ensure that all details, descriptions and prices of products are correct at the time when the relevant information was entered on to the system. However, the information may not always reflect the exact position at the time that you place your order and we cannot confirm the price of a product until your order is accepted.

Prices are subject to change without notice and inclusive of value added tax (VAT) at the current rates.

Products are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept your order, we shall notify you as soon as possible.

Purchase of products

When you place an order on our website we will email you an acknowledgement of your intended order. At the time of despatch of the order the purchase contract will be made and you will be charged.
Acceptance of your order and the completion of the contract between you and us will take place on the despatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it in accordance with the instructions in cancelling an order.

Any discounts triggered by the entry of a promotional code will not be applied until the order is accepted but will be detailed on the invoice.

We reserve the right to reject any offer to purchase by you at any time in our sole discretion. However, non-acceptance of an order is most likely to result from one of the following: the product ordered being unavailable from stock; our inability to obtain authorisation of payment; the identification of an error within the product information including price or promotion.

If there are any problems with your order we shall contact you.

Payment

All prices are inclusive of VAT at the current rates and are correct at the time of entering information onto the system. VAT is deducted on the products where the delivery address is outside the EU, in accordance with HM Revenue and Customs regulations. The total cost of your order is the price of the items ordered plus postage and packing charges as set out in Delivery.

Payment can be made using any of the following cards:

• Visa
• Visa Debit
• Visa Electron
• Mastercard
• International Maestro
• American Express
• JCB

All cardholders may be subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery. We do not accept payment by cheque, cash or postal orders.

Processing is reserved against your card at the time the order is placed, but will not be charged until the order is despatched. If for some reason a purchase fails, due to problems with payment details, we will attempt to contact you by phone or email within one working day. Once your order has left our warehouse we will send you an email to confirm that your order is on its way.

Security

Historic Royal Palaces Enterprises Ltd is committed to the security of users' personal information and we have procedures in place to protect the loss, misuse or alteration of information under HRPE control. Our security and privacy policies are periodically reviewed and enhanced as necessary. We have measures in operation to safeguard our user database and access to this database is restricted internally.

When you shop on our site, we collect certain personal information from you (for example your name, email address and billing address). All such information is held on secure servers and HRPE fully complies with all applicable Data Protection and consumer legislation and will treat all your personal information as fully confidential.

In order to offer you the most efficient service, Sage Pay handles our credit card transactions. Your details are typed directly into their secure payment environment. They receive information needed to verify and authorise your credit card payment. This organisation is under a strict obligation to keep your personal information private. Sage Pay use Secure Sockets Layer (SSL) technology to encrypt your data when payment is taken. Our order fulfilment is carried our internally.

To find out more details of how your personal data is going to be handled please see the Privacy policy.

Third party links

Certain (hypertext) links in this site may lead to websites that are not under the control of HRPE (excluding www.hrp.org.uk). When you activate any of these you will leave the HRPE website and HRPE shall not be liable to you in any way whatsoever in respect of the privacy practices, the content of such site or otherwise.

Intellectual property

You agree that all copyrights, trademarks and all other intellectual property rights in the material and content of this website shall remain vested in us or our licensees. You acknowledge and confirm that the material and content contained within the website is made available for your personal non-commercial use only and that you may (if necessary to make a purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of this website is strictly prohibited.

Limitation of liability

Notwithstanding our reasonable endeavours to verify the accuracy of the information appearing on this website, we make no express or implied warranties in relation to its accuracy.

Our liability to you in the event of our breach of any of these terms and conditions shall be limited to refunding any money you may have already paid for product that you have not received or that you have returned within the agreed time scales and in the required condition. So far as the law allows, we shall not be liable to you for any other loss or damage whatsoever.

Your statutory rights as a consumer and your cancellation rights are not affected by these terms and conditions.
Nothing in these terms and conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our employees or agents.

Waiver

Any delay or failure on our part to exercise our rights under these terms and conditions shall not be construed as a waiver of any prior or subsequent breach by you of any provision.

Separate terms and conditions

If any part of these terms and conditions is held to be unlawful, void or unenforceable for any reason, it shall not affect the remaining provisions of the terms and conditions which shall remain in full force and effect.

Governing law

The laws of England shall govern the contract between us and any dispute between us will be resolved exclusively in the courts of England.

Terms and Conditions for Experience Days

1.    The Experience

1.1    Experiences are suitable for adults aged 18 years and over.

1.2    As Hampton Court Palace (the “Palace”) does not have crèche facilities or child amenities and children are not permitted in the studio/classroom for health and safety reasons, you should not bring children if you are attending an Experience Day.

1.3    Every effort has been made to make this a unique experience
and therefore, there are a limited number of people allowed on each Experience Day.

1.4    The weather should not affect the Experiences, although the itinerary may be changed if conditions are unsuitable for any aspect of the day. For the ‘Behind the Scenes’ Experience Day there will be a roof tour if sunny and an attic tour if raining.

1.5    As with any historic building, physical access in some areas of the Palace can be difficult.  If you have particular needs please contact Historic Royal Palaces (“HRP”) for advice before purchasing. Please note that the roof is accessed via 107 steps, the metal walkways there do not have handrails and all roof tour participants must be wearing sensible shoes (for clarification, no open toed/heeled sandals or shoes, high heels, or flip-flops).

1.6    You are advised not to bring any items of special value with you when attending the Experience.  HRP will not accept responsibility for the loss of any personal possessions.  HRP will not be liable for any loss suffered by you which is indirect, special or consequential or comprises loss of profits, nor any loss suffered by you resulting from an event which is beyond the reasonable control of HRP.

1.7    Please remember to bring your confirmation letter with you on the day to ensure admittance.

2.    Booking

2.1    Experiences will be available on specified dates only.

2.2    The Experiences are only valid for the date booked.  

2.3    On booking, you will receive a confirmation letter and programme (which is subject to the cancellation provisions terms of clause 3.2 below). Full payment will be charged to your card.  If you have not received your confirmation letter before the date of the Experience, please contact HRP immediately (see contact details below).

2.4    If you receive a cancellation notice, full payment will be credited to your card within 48 hours.

2.5    HRP must be notified of any name changes at least 10 business days before the Experience or participants will not be able to take part in the Experience Day.

2.6    Please ensure that the information you provide at the time of making your booking is correct and complete. If you wish to make any changes to the information you have provided or discuss your booking further, then please contact the Customer Services team on 020 3166 6848 or email at shop@hrp.org.uk

3.    Cancellation Policy

3.1    Once the Experience has been booked, the Experience cannot be rescheduled and is non-refundable unless due to exceptional circumstances (such as illness or bereavement) and then at HRP’s discretion.

3.2    Historic Royal Palaces (HRP) reserves the right:

3.2.1    to change the itinerary due to unforeseen circumstances or

3.2.2    to cancel the Experience within 10 days of the due date if the minimum numbers of participants have not been secured or

3.2.3    to cancel the Experience at any time for any reason outside the reasonable control of HRP (including any “act of God”).

3.3    Please note that HRP cannot refund travel, accommodation or any other related costs if HRP cancel an Experience pursuant to the above.

4.    Copyright

4.1    Copyright and all other intellectual property rights in all course materials belong to HRP (or HRP’s collaborators, as applicable) and you agree not to use any course materials supplied to you for any commercial purposes. In respect of any work produced by you during the Experience, you agree to grant to HRP (and HRP’s collaborators, as applicable) a perpetual royalty-free licence to copy and display such work for promotional purposes only.


These Terms and Conditions for Experiences are to be read in conjunction with the General Terms and Conditions for the online shop, shown above, which will also apply to your booking. In the event of any conflict, these Terms and Conditions shall prevail.