Trentham Gardens Ticket Terms And Conditions

This page tells you information about us and the legal terms and conditions (“Terms”) of entry to Trentham Gardens (“Gardens”) and purchase of tickets (“Tickets”) listed on our website. These Terms apply to any contract between us for the sale of Tickets to you (“Contract”). We will keep a record of all Contracts, which are available on request.

These Terms are only available in English. Please read these Terms, including those additional terms and conditions and policies referenced herein, carefully before ordering any Tickets. If you do not agree to all the Terms, then you will not be able to order any Tickets from our website. You should print a copy of these Terms, or save them to your computer, for future reference. You may only purchase Tickets from our website if you are at least 18 years old. If you are under the age of 18 or cannot lawfully enter into a contract, please ask your parent or guardian to review these Terms, and register and / or place an order on your behalf.

You may only purchase Tickets from our website if you are at least 18 years old. If you are under the age of 18 or cannot lawfully enter into a contract, please ask your parent or guardian to review these Terms, and register and / or place an order on your behalf.

1. Information about us

We are Trentham Leisure Ltd, a company registered in England and Wales under company number 03246990, with a registered office at Longbridge Technology Park, Two Devon Way, Longbridge, Birmingham, B31 2TS (“Trentham”, “we”, “us” and “our”). Our VAT number is 299056611. We are a limited company. Our websites https://www.trentham.co.uk/ and 
https://bookings.trentham.co.uk/book.aspx (“website”) is operated by WordPress and Green 4 Solutions Limited, respectively. 

To contact us, please see our Contact us page. 

2. Use of our Website

Your use of our website is governed by our website’s Terms of Use. Please take time to read these, as they include important terms which apply to you.

3. Personal information

Our Privacy Policy explains what personal information we collect, why we collect it, how we use it, the controls you have over your personal information and the procedures that we have in place to protect your privacy. If you have any questions about how we use your personal data please contact by emailing enquiry@trentham.co.uk.

4. Tickets

All visitors entering the Gardens must have a valid Ticket. We sell two types of Tickets on our website:

(a) Day tickets

Day tickets gives ticket holder to entry to the Gardens on the date and time shown on the ticket, subject to these Terms (“Day Tickets”).
If you have been sent a Day Ticket by post, please keep them in a safe place as no duplicate tickets will be issued to replace lost or stolen Day Tickets.

(b) Memberships

Unless we confirm to you in writing otherwise, a Memberships gives a ticket holder 12 (twelve) months access to the Gardens from a specified date, subject these Terms (“Memberships”).

Membership holders may enter the Gardens through the Gardens entrance and Lakeside Cafe entrance only. Anyone found gaining access from unauthorised areas could result in their Tickets being blocked and entry refused.

To purchase a Membership, you will be required to provide us certain personal information of the proposed ticket holder including: name, address, contact details and photograph. All Memberships are named individually and include a photograph of the Membership holder (excluding children and companions) to enable us to verify the identity of the Membership holder. For more information the personal information we collect, why we collect it, how we use it, the controls you have over your personal information and the procedures that we have in place to protect your privacy, please see our Privacy Policy.

Memberships entitle you to special privileges and discounts offered on Day Tickets and participating retail outlets. For more information on our promotions and discounts, please see section 9.

If a Membership Ticket is lost or stolen, an administration charge to re-issue the Membership Ticket will apply – this will be the cost of the applicable day ticket.

(c) Activity tickets

Activity tickets gives ticket holder to attend and/or take part in a particular activity shown on the ticket at the time and date shown on the ticket, subject to these Terms (“Activity Tickets”).

If you have been sent an Activity Ticket by post, please keep them in a safe place as no duplicate tickets will be issued to replace lost or stolen Activity Tickets.

Tickets are subject to our Opening Times and to special event day restrictions, as notified to you on our website from time to time.
We may limit the quantities of any Tickets that may be purchased at any time. We may also change the Ticket types offered or discontinue any Ticket type offered on our website at any time.

Certain Tickets may be available exclusively online through the website and all Tickets shown on our website are subject to availability. We will inform you by email as soon as possible if the Ticket you have ordered is not available and we will not process your order.

5. Our obligations to you

This section 5 only applies if you are a consumer.

Trentham is under a legal duty to supply Tickets which conform with a Contract, including that the Tickets match information we provided to you. Nothing in these Terms will affect these legal rights. Advice about your legal rights as a consumer is available from your local Citizens’ Advice Bureau or Trading Standards office.

6. How the contract is formed between you and us

Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

After you place an order, you will see confirmation on the website that we have received your order. We will confirm our acceptance to you by sending you a confirmation email that confirms that the Tickets have been ordered. The Contract between us will only be formed when we send you the confirmation email.

If we are unable to supply you with a Ticket, for example because of an error in the price on our website, we will inform you of this by email and we will not process your order. If you have already paid for the Tickets, we will refund you the full amount as soon as possible.
If you order or buy more Tickets than the maximum permitted per person, per card or per household, we may cancel all of the order, in which case you will be refunded the Ticket price you have paid.

Tickets you purchase are for personal use. Except as we may agree, you or your party must not re-sell or transfer (or seek to re-sell or transfer) the Tickets. If you choose to do so, Trentham may cancel the Tickets without prior notification, refund, compensation or liability.

7. Accuracy of billing and accounting information

You agree to provide current, complete and accurate purchase and account information for all purchases made on our website. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

8. Prices

The prices of the Tickets will be as quoted on our website from time to time. We take all reasonable care to ensure that the prices of the Tickets are correct at the time of publication.

Prices for our Tickets may change from time to time without notice but any changes in price will not affect any order which we have confirmed with an email confirmation.

The price of a Ticket includes VAT at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Tickets in full before the change in VAT takes effect.

The price of a Ticket does not include any applicable delivery charges.

9. Promotions, discounts and vouchers

We reserve the right to alter the terms or duration of any special offers or promotion on our Tickets. Any applicable special offers or promotions may not be used in conjunction with any other offer or promotion. From time to time we may run promotions at the Gardens (which may not be available on our website) or we may offer special promotions on our website that are not available at the Gardens. For these reasons you may sometimes find that Tickets on our website are priced differently to those at the Gardens.

We reserve the right to exclude any Ticket from discount or voucher schemes. Only one discount or voucher code may be used per order. You may be required to provide evidence of your entitlement to any discount or voucher.

10. Payment

Payment must be made by one of the following: Mastercard, Visa Credit, Visa Debit, Visa Electron, Maestro or JCB. Payment for the Tickets and all applicable delivery charges is in advance.

Should you be paying by credit or debit card, your bank may place a pending hold on these funds. This is out of the control of Trentham. This payment will be released when payment for your order is requested by Trentham, this is at the point your item is dispatched.

11. Delivery and collection

Unless you opt for delivery by post, Day Tickets and Activity Tickets will be delivered to you as a e-ticket in your confirmation email. The e-ticket contains a QR code which you must present at the Garden gates. Activity Tickets purchased are available by collection at the Gardens. The conditions for Annual Ticket collection and delivery by post are set out below.

(a) By collection

To collect Memberships at the Gardens the cardholder must present the booking reference and confirmation email used to book the Memberships Ticket. Without the booking reference and confirmation email the Membership Tickets may be withheld.

(b) By post

For Tickets requested to be delivered by recorded post, we will try to despatch Tickets to you promptly. However, we may, where reasonable, make Tickets available for collection at the Gardens instead of posting them to you if: (i) posting is impractical due to timing; (ii) necessary for reasons of identification; (iii) your Tickets are lost in the post; or (iv) we are otherwise unable to post Tickets to you for any reason. You will be notified by phone, email or in writing (using the contact details provided by you) if this becomes necessary.

Your order will be fulfilled by the estimated delivery date set out in the email confirmation, unless there is an event outside our control. If we are unable to meet the estimated delivery date because of an event outside our control, we will contact you with a revised estimated delivery date or make your Tickets available for collection at the Gardens instead.

Delivery by post will be completed when we deliver the Tickets to the address you gave us.

We can only accept orders for delivery to addresses within the UK.

The Tickets will be your responsibility upon collection or from the completion of delivery. You own the Tickets once we have received payment in full, including all applicable delivery charges.

Always check your Tickets upon receipt and advise us promptly of any errors. Mistakes when ordering cannot always be corrected and any corrections are discretionary.

12. Delivery charges

All delivery charges will be made known to you as part of our order process and are as quoted from time to time.

13. Right of return and refund

This section 12 only applies if you are a consumer.

If you change your mind, or for any other reason you decide you do not want to keep a Ticket, you can notify us of your decision to cancel the Contract during the cancellation periods set out below.

Day Tickets and Activity Tickets are non-refundable. You may cancel a Contract for Membership Tickets from the date of the email confirmation. You then have period during which you may cancel a Contract and return the Membership Tickets, and that cancellation period starts from the day after you receive the Membership Tickets until the end of 14 (fourteen) days. You agree that if we provide you with an Membership Ticket which is used during the cancellation period, you shall pay us the equivalent amount of a Day Ticket for each day that the Membership Ticket has been used.

To cancel a Contract, please contact us in writing to tell us by sending an email to enquiry@trentham.co.uk or by sending a letter to us at FAO Admissions Manager at Trentham Leisure Ltd, Stone Road, Trentham, Stoke-on-Trent ST4 8AX. You may use the model cancellation form that we make available, but it is not mandatory. You may wish to keep a copy of your cancellation notification for your own records. Your cancellation is effective from the date you sent us the email or posted the letter to us, as long as you sent it during the cancellation period. If you cancel and would like to receive a refund, you will receive a refund of the price you paid for the Membership Tickets (less the equivalent amount of a Day Ticket for each day that the Membership Ticket has been used) and any applicable delivery charges you paid for. Please provide us with your name and address and return your Membership Tickets to us at [FAO Admissions Manager ] at Trentham Leisure Ltd, Stone Road, Trentham, Stoke-on-Trent ST4 8AX. Any delivery charges for returning Membership Tickets is at your cost. We will process the refund due to you as soon as possible and, in any case within 14 (fourteen) days from the day we receive the Tickets back, or you provide evidence that you have returned them. We will make the refund using the same means of payment as you used for the initial purchase, unless you expressly agree otherwise, and you will not incur any fees for receiving that refund.
As a consumer, you will always have legal rights regarding cancellation in relation to Tickets that do not match information we provided to you. These legal rights are not affected by anything in these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards Office.

14. Event outside of our control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an event outside our control. An event outside our control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, civil disturbance, government action, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, or failure of public or private telecommunications networks, travel restrictions or impossibility of the use of shipping, aircraft, motor transport or other means of public or private transport.

If an event outside our control takes place that affects the performance of our obligations under a Contract:
(a) we will contact you as soon as reasonably possible to notify you; and
(b) our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the event outside our control. Where the event outside our control affects our delivery of Tickets to you, we will arrange a new delivery date with you after the event outside our control is over.

15. At the Gardens

When visiting the Gardens:

(a) children aged 15 (fifteen) years and under must be accompanied by a responsible adult at all times, aged 16 (sixteen) years and over;
(b) bikes and scooters are permitted in the Gardens and Lake area for children aged 4 and under only;
(c) dogs are permitted into all areas except the Italian Garden Tearoom, Lakeside Cafe, Adventure Play areas and Barefoot Walk, subject to them being kept on a short lead and under strict control at all times. Owners are responsible for cleaning up after their dogs and dog waste must be disposed of in the litter bins situated around the Gardens; and
(d) open flames, including BBQs, are not permitted.
For technical, operational and/or meteorological reasons some facilities within the Gardens may be removed or closed or entertainment cancelled and/or altered at any time, without prior notice. We reserve the right to withdraw access to any areas or activities without notice.

16. Security and safety

You must comply with our health and safety rules and any security requirements and if requested to do so, you will allow us to carry out a security search.

Trentham reserves the right to escort from the Gardens or refuse admission to anyone who is under age, declining to be searched, abusive, threatening, drunken, or other antisocial behaviour, or making unauthorised audio, video or photographic recordings. No refunds will be offered to visitors who are refused entry or removed from the Gardens.

17. Parking

On-site parking is not guaranteed. Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents.
No vehicles are permitted to remain in the car park outside the Gardens normal Opening Times without our prior consent.

18. Photography

Trentham Gardens allows photography and use of video/recording equipment within the grounds, with the exception of special event days, for personal use only. The following photography types are chargeable at £100; casual dress pre-wedding/engagement, family/child shoots (additional Gardens admission required for more than 4 visitors) and pet shoots. You must be in casual dress for all shoots as we strictly do not allow ‘Wedding Day’ photography or pre-wedding/engagement shoots where the couple are wearing formal or bridal attire (including, but not limited to, suits, long dresses and smart occasion wear), this is an exclusivity for those getting married at Trentham. Our view on Shoots in our gardens is that they are an entirely casual affair, and we would define what you wear to your shoot, as what you would typically wear on an average day to visit the gardens. Should we deem your outfit to be formal or ‘wedding/occasion attire’, you may be prohibited from using the gardens for your shoot. We cannot allow anything in terms of outfit changes or props/additions to your shoot e.g. pyrotechnics or smoke machines. We have livestock onsite and are an open public gardens so we cannot allow the use of anything that will disrupt the visit of our day ticket visitors and members or harm the animals. You will need to pre-book your slot in advance by calling our enquiry line, and as a starting point and to check all applicable photography fees, you must email weddings@trentham.co.uk. In order to approve your photo shoot, we do require the full name of the photography company you are using as well as a copy of their Public Liability insurance, so please include this in your original enquiry email. You will then need to call our main line pay over the phone for your chosen date (subject to availability). Please be aware throughout the year, we have several blackout dates when photography is completely prohibited due to our own Weddings and events taking place onsite Drones are strictly prohibited without prior consent and permission. Permission for reproduction for any other reason, commercial or otherwise, needs to be gained in advance from Trentham on 01782 657341.

By accepting these Terms you acknowledge and agree that: (i) Trentham may have access to audio, video or photographic recordings captured by you and your party and request that certain audio, video or photographic recordings are deleted if they are deemed to be offensive to or infringe the privacy of other visitors and/or staff; and (ii) you will not intentionally make audio, video or photographic recordings any other person without that person’s permission.

19. Liability

If you are consumer:
If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the Terms. Also, we only supply the website for domestic or private use. You agree not to use the website for any commercial, business or resale purpose, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

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, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the Tickets under the Consumer Protection Act 1987.

If you are a business:
We only supply the Tickets for use by your business, and you agree not to use the Ticket for any resale purposes.
We do not limit in any way our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation; or
(c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession).
We will under no circumstances be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise arising under or in connection with the Contract for:
(d) any loss of profits, sales, business or revenue;
(e) business interruption;
(f) loss or corruption of data, information or software;
(g) loss of anticipated savings;
(h) loss of business opportunity, goodwill or reputation; or
(i) any indirect or consequential loss or damage.
Our total liability to you in respect of other losses arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the purchase price of the Tickets.
Except as expressly stated in these Terms, we do not give any representation, warranties or undertakings in relation to the Tickets. Any representation, condition or warranty that might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the Tickets are suitable for your purposes.

20. Changes

You can review the most current version of the Terms at any time at this page.
We may update, change or replace any part of these Terms. If we change these Terms, we may notify you on the website, or, if we have your email address, we may also decide to email you with information on those changes.

21. Disputes

We will do our best to resolve any disputes over these Terms. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform, however, we are under no obligation to resolve disputes on that platform.

22. Other important terms

These Terms and any policies or operating rules posted by us on this website constitutes the entire agreement and understanding between you and us, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms).

We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms.

A Contract is between you and us. No other person shall have any rights to enforce any of its terms.

Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
If you are a consumer, these Terms their subject matter and its formation, are governed by English law. However, if you are a consumer and resident of any other European Union country you will benefit from mandatory provisions of, and legal rights available to you under, the laws of that country. Nothing in these Terms of Use affects your rights as a consumer to rely on these local law mandatory provisions and legal rights. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a consumer and resident of any other European Union country you and we may also bring proceedings in that country.

If you are a consumer and reside within the European Union, you may also be able to refer a dispute to the European Online Dispute Resolution (“ODR”) platform at http://ec.europa.eu/odr. The ODR platform is a web-based platform which is designed to help consumers who have bought goods or services online. It provides access to independent alternative dispute resolution services which are usually free for you to use. We have discretion as to whether er we will agree to a complaint being resolved through the ODR platform. If you are a business, these Terms, their subject matter and formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

23. Contact information

To contact us, please see our Contact us page.

Updated May 2023.