Wine Walk Terms and Conditions

Our terms

1. These terms

1.1 What these terms cover

These are the terms and conditions applicable to your booking for a wine tasting walk and Garden talk at the Royal Botanic Gardens, Kew.   

The walks consist of a welcome drink plus three 125ml wine top ups at various locations around the Gardens. There will be a total of three stops at different locations along the route and at each stop, one serving of 125ml of the Kew Series wines will be offered by a wine expert.

1.2 Why you should read them

Please read these terms carefully before you book your tickets. These terms tell you who we are, how we will provide 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. Information about us and how to contact us

2.1 Who we are

We are RBG Kew Enterprises Limited, a company registered in England and Wales. Our company registration number is 2798886 and our registered office is Royal Botanic Gardens, Kew, Richmond, TW9 3AE. RBG Kew Enterprises Limited is the commercial subsidiary of the Board of Trustees of the Royal Botanic Gardens, Kew. 

2.2 How to contact us

You can contact us by telephoning our customer service team at 0208 332 5655 or by writing to us at info@kew.org or by post to Royal Botanic Gardens, Kew, Richmond, TW9 3AE.

2.3 How we may contact you 

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. 

3. Refunds and changes (including poor weather)

3.1

We are not able to offer refunds, duplicates or exchanges of unwanted tickets or tickets bought in error. 

3.2

Please note that we run the walks in all weather conditions – please ensure you wear appropriate clothing and footwear to walk around the Gardens in all weathers. Cancellations will therefore not be offered in the event of poor weather. If extreme, unsafe weather conditions force us to cancel the event, you will be offered an alternative date, or if not available, a refund (see clause 4.1 and 4.3 below). 

4. Our right to cancel  

4.1

We may cancel or interrupt the walk at any time if an event outside our reasonable control prevents us from organising or continuing the walk. This could include severe weather which closes Kew Gardens on safety grounds, injury or illness of the guide and / or government guidance and/or regulations applicable to organising group activities such as social distancing regulations.  Please also see Clause 5.4 and 5.5 for our right to request those that do not respect these terms and conditions to leave the premises.

4.2

If we are unable to run the walk for any other reason, we or our ticket agent seetickets.com will get in touch as soon as possible to let you know. Depending on availability, we may offer you an alternative date. If you prefer to withdraw your booking instead of accepting an alternative date, your fee will be refunded in full.

4.3

We will communicate any cancellations to you as soon as practically possible, by email. Refunds are dealt with on a case-by-case basis. If you are due a refund, you must return the ticket to us within 28 days of the event date. Contact our ticket agent feverup.com to discuss any options. We will review and further updates will be given in the normal course of our correspondence with you.

5. Age verification and expected behaviours

5.1

These walks are offered to adults only (age 18 and over only).

5.2

We operate a “Challenge 25” policy – so if you are lucky enough to look younger than 25, you will be required to provide acceptable ID to verify that you are 18 to participate in these walks.  Acceptable forms of ID are photographic driving licences or passports (or cards bearing the PASS hologram).  We reserve the right to refuse entry to anyone who is unable to produce acceptable forms of ID if required.  In such cases, no refunds will be payable to the individual or any member of their group.

5.3

These walks are intended to be informative walks sharing knowledge of both the botanical Gardens at Kew and imparting expert wine knowledge.  As such, the following are not permitted: 

• anyone bringing their own alcohol;
• anyone arriving who, in our sole determination, appears to be intoxicated either on arrival or during the walk.
• using the walk for other purposes, including to hold a celebration or party (including 18^th birthday parties and hen and stag dos which are not permitted within the Gardens).
• Any other behaviour that, in our sole opinion, we consider to be inconsistent with a walk of this nature including any behaviour which might disrupt or spoil the walks for other participants.
• Consumption of alcohol within the Gardens that has been purchased for “off premises” (i.e. take away) consumption.

5.4

We take instances of discrimination, harassment, bullying or disrespectful behaviour extremely seriously. You, your guests and any Suppliers you use must treat all Kew staff and / or any personnel we engage to provide you with the walks with courtesy and respect at all times. We reserve the right to remove from, or deny entry to, our premises, any person, who engages in any discriminatory, offensive, threatening, harmful, disruptive, behaviour or unlawful activity. We also reserve the right to cancel this Agreement and to cancel or end your participation in the Event early if we at our sole discretion, deem it necessary to do so due to such conduct.

5.5

We reserve the right to ask anyone who does not respect these terms and conditions to leave the Gardens immediately.  In such circumstances no refund will be given to the individual or any member of their group.

6. Access and medical conditions

6.1

Kew Gardens contains hazards which are potentially dangerous, especially to individuals with impaired mobility. This includes water features and the surrounding paths, steps and walkways which may become slippery when wet.  As such, visitors must abide by the instructions of Kew staff at all times.

6.2

Where special access requirements are needed by participants attending the walk then these requirements must be notified to us in writing prior to the session so that the required arrangements can be made.

7. Our responsibility for loss or damage suffered by you

7.1

We are responsible to you for foreseeable loss and damage caused by us. 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.

7.2

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation. 

8. How we may use your personal information

We will only use your personal information as set out in our privacy policy available at kew.org/privacy. 

9. Which laws apply to this contract and where you may bring legal proceedings.

These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.