Booking Terms & Conditions

/Booking Terms & Conditions
Booking Terms & Conditions 2018-05-25T13:49:47+00:00

Terms & Conditions

We are Polo Experiences Ltd. References to “you” and “your” in these terms means the buyer of the voucher as well as all persons on the booking for the polo experience (including anyone added or substituted at a later date). “We”, “us” and “our” means Polo Experiences Ltd.

We issue gift vouchers via our website. Each voucher is an opportunity for the recipient of the voucher to experience taking part in a polo event. Please note that we act only as a booking and marketing agent in respect of all bookings we take and/or make on your behalf. Your booking with us is subject to these terms and conditions and once you or the recipient of your voucher has redeemed your voucher and booked a polo experience via our website with a polo club, you are also bound by the polo club’s terms and conditions. We accept no liability in relation to any contract you enter into or for any polo experience arrangements you purchase (“arrangements”) or for the acts or omissions of any polo clubs or other person(s) or party(ies) connected with any arrangements. Polo clubs’ terms and conditions may limit and/or exclude their liability to you so you are advised to read them prior to making a booking. Copies of applicable conditions are available on request from us.

These conditions, our privacy policy and any other written information we brought to your attention before we confirmed your voucher purchase and booking form the basis of your contract with us for the sourcing and booking of polo experience arrangements and the provision of a voucher with which to redeem those arrangements. Please read them carefully as they set out our respective rights and obligations. By making a booking and purchasing a voucher, you agree to be bound by all of them. You must be 18 years old at the time of booking and possess the legal capacity and authority to purchase a voucher from us. When making a booking for a polo experience, the recipient of the voucher agrees that they possess the legal capacity and authority to act as the lead name on the booking.

Special Note: We endeavour to ensure the accuracy of all the information and prices in our advertising material. However, occasionally changes and errors do arise and we reserve the right to correct them in such circumstances. You must check the current price and all other information relating to the voucher and polo arrangements that you wish to acquire before your purchase and booking is confirmed.

Availability, booking and payment
Our vouchers are valid for 12 months from the date of issue (unless otherwise stated) and each recipient is free to book their preferred date from a range of dates advertised on the website. The polo experiences in respect of which vouchers may be redeemed are subject to availability and in some cases, subject to weather conditions on the day. In order to avoid disappointment, we recommend that you book well in advance.

Please do not arrive at a venue expecting to redeem your gift voucher without first booking your polo experience with us directly at If you have any special requests relating to your polo experience please let us know at the time of booking. We will pass on all such requests to the supplier, but we can’t guarantee that they will be met and we will have no liability to you if they are not.

Your booking is confirmed and a contract between you and the polo club concerned will exist when we send you confirmation on their behalf. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.

We cannot be held liable for any loss suffered as a result of mail being delayed. The voucher is invalid if it has been tampered with or defaced. We accept no responsibility for lost or stolen vouchers. Please keep the vouchers in a safe place and protect them as you would money.

Each voucher is valid for a maximum of twelve months from the date of issue unless otherwise stated. A voucher will be deemed to be invalid, 12 months from the date of purchase. No refunds will be given for invalid vouchers.

Event Duration
Details of event duration given on the website and voucher are to be used as a guide only. Most events will be ‘open’ days, meaning that other members of the public will be taking part too. This could mean taking your turn with other members of the public. The information on our website and voucher is meant as an indication of what to expect at the session in respect of which your voucher is redeemed. As our vouchers can be redeemed in return for multi-location experiences, numbers of participants, other factors specific to the polo experience may vary from location to location. Delays, curtailments and breakdowns are not within our control and therefore we cannot be held liable.

The undertaking of the polo activities involves personal risk. You will be required by the supplier to sign a disclaimer on the day. Please read these documents carefully. Some personal insurance policies may not cover the polo experience. Note that suppliers usually require participants to comply with specified safety procedures. Please listen and take note if they ask you to do something – it is usually for your own safety.

Polo experiences have restrictions such as age, health, physical and size restrictions. Please read all the information provided, to ensure a polo experience is right for the recipient. If you are unsure of the suitability please contact us at with your query and we will advise you accordingly.

Most polo clubs will allow you to bring spectators to watch you participate in your selected experience. Spectators are required to comply with the polo club’s terms, conditions and expectations of conduct. Any spectators deemed under the influence of drugs or alcohol will not be permitted on site.

Refunds, Changes and Cancellations by you
You have a right to cancel your contract with us for a voucher providing it is within 14 days (hereafter referred to as ‘cooling off’ period) following the issue of our confirmation of your purchase and as long as the recipient has not made a booking with it. We are happy to make refunds on unused vouchers cancelled within the ‘cooling off’ period. All refunds will be made to the person who purchased the voucher and you will be refunded directly to your credit card. All refunds are processed at the end of each month and take between 5 and 10 working days to show in the purchaser’s account. To request a refund please contact us at

Any cancellation or amendment request made following the ‘cooling off’ period or following the booking of your polo experience must be sent to us in writing, by email to, and will take effect on the day we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to the date of experience. Whilst we will try to assist, we cannot guarantee that any amendments will be met. Amendments and cancellations can only be accepted provided they are made with no later than 14 days prior to the date for the booked experience and only, if any, in accordance with the terms and conditions of the supplier of your polo experience. The supplier may charge cancellation or amendment charges shown in their conditions (which after 14 days prior to the intended date for the experience will be 100% of the cost of the experience). In addition we reserve the right to charge an administration fee for any amendment or cancellation. You will be notified of the exact charges at the time of amendment or cancellation.

Changes and Cancellations by the Supplier
We will inform you as soon as reasonably possible if the supplier needs to make a significant change to your confirmed polo experience or to cancel it. We will also liaise between you and the supplier in relation to any alternative arrangements offered by the supplier but we will have no further liability to you including but not limited to cost of lost insurance premiums, travel expenses or pre-booked accommodation costs In any event, we strongly recommend that you contact the polo club on the day before you depart for your polo experience.

Your behaviour
If in the opinion of any person in authority, your behaviour is causing or is likely to cause distress, danger, damage or annoyance to any third party or property, or to cause a delay or diversion to transportation, we or the supplier reserve the right to terminate your arrangements immediately. In the event of such termination our responsibilities to you will cease and you will be required to leave the applicable service immediately. We will have no further obligations to you and will not meet any expenses, costs or losses incurred as a result. You may also be required to pay for loss and/or damage caused by your actions directly to the applicable supplier prior to departure from the service. If you fail to do so, you will be responsible for meeting any claims and costs subsequently made against us as a result.

Our responsibility for your booking
Your contract for the supply of polo services is with the supplier in question and its terms and conditions apply to that contract. As a booking and marketing agent, we accept no responsibility for the polo services. We cannot be responsible for the safety standards or the quality or delivery of the experience, or any loss or damage suffered by you whilst participating in the experience for which the polo club shall be solely responsible.

By purchasing a voucher and booking an experience with a polo club, you acknowledge that the experience in respect of which the voucher will be redeemed is dependent on certain factors beyond our control and you agree that neither us nor any operator shall be liable for the cancellation, postponement or alteration of any experience for reasons beyond its reasonable control, including weather-related reasons, mechanical failure, location changes or otherwise. We do not undertake any technical examination of equipment, facilities or services in order to minimise personal risk. If mechanical machinery breaks down, you should ask the operator for reasonable substitutions without notice.

Our liability is limited to the provision of a voucher to redeem against a polo experience; and to take your booking in accordance with your instructions. We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-

the act(s) and/or omission(s) of the person(s) affected;
the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
iii. unusual or unforeseeable circumstances beyond ours or the supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or

an event which either ourselves the supplier in question could not, even with all due care, have foreseen or forestalled.

We will not be responsible or pay you compensation:-

for services or facilities which do not form part of our agreement or where they are not advertised by us.
for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your arrangements prior to them being confirmed, we could not have foreseen you would suffer or incur if we breached our contract with you; or that relate to any business.
Any compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):-

whether or not you have followed the complaints procedure as described in these conditions. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your arrangements.
iii. when making any payment, we are entitled to deduct any money which you have received or are entitled to receive from any third party for the complaint or claim in question.

(Please also note that where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.)

We limit our responsibility to you in respect of claims not involving death or personal injury: the maximum amount we will have to pay you in respect of all such claims is the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from the arrangements we have booked for you. We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

You agree that your details can be used for promotional and marketing purposes, by Polo Experiences only. Polo Experiences does not share personal information with third parties.

Because the contract for your polo experience arrangements is between you and the supplier, any queries or concerns should be addressed to them. If you have a problem on the day of your experience, this must be reported to the supplier or their agent immediately. If you are still not satisfied, or if you have a complaint about the booking services we have provided, please send in details of your complaint (including your voucher reference number and the name of the person you spoke to on the day) to: Customer Services, Polo Experiences Ltd, 7 Gainsborough House, Battlebrook Drive, Chipping Campden. Gloucestershire. GL55 6JX. Alternatively, you can contact us on Please remember that the operator will have the opportunity to respond as well. If you fail to follow this procedure there will be less opportunity for the supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. Similarly, we would like to hear any positive feedback. Email us on

Law and Jurisdiction These terms and conditions are governed by English law and the courts of England and Wales have jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scots or Northern Irish law, as applicable.)

Website, Voucher and Information accuracy
Important note: the information and prices shown on this website may have changed by the time you come to book your arrangements. Although we make every effort to ensure the accuracy of information and prices at the time of publication, regrettably errors do occasionally occur and we reserve the right to correct them. You must therefore ensure you check the price and all other details of your chosen arrangements with us at the time of booking.

All descriptions and content on our website or otherwise issued by us is on so on behalf of the supplier(s) in question are intended to present a general idea of the services provided by the supplier(s) in question and do not form part of any contract between you and / or the recipient of the voucher and Polo Experiences. Not all details of the relevant services can be included on our website.