Terms & Conditions - Group and Individual Tours

Our terms

  1. These terms
    • What these terms cover. These are the terms and conditions on which we sell tickets for admission (“tickets”) to Highgrove Gardens (“The Gardens”) on the date (if any) and at the time (if any) set out in your booking (“visit date”) to you.  We sell different types of tickets, including:
      • Public tours (where each ticket entitles one person to a place on a tour of The Gardens with other visitors);
      • Group tours where the ticket entitles a group of people to a tour of The Gardens;
      • Private tours where the ticket entitles the agreed number of people to take part in a private tour of The Gardens without other visitors being part of the tour;
      • Packages which include admission for one of the above types of tour and one or more additional products or services, such as beverages and dining.

Please note that tickets cannot be exchanged or refunded after purchase, save as set out in condition 7 of these terms.  Nothing in these terms affects your statutory rights as a consumer.

  • Conditions of Admission. Our conditions of admission apply to each ticket purchased and should be read alongside these terms.
  • Why you should read them. Please read these terms, the conditions of admission and any special terms and conditions stated to be applicable to a ticket (“applicable terms”) carefully before you submit your order to us (via our website or over the telephone).  These terms tell you who we are, how we will provide tickets to you, how you and we may change or end the contract, what to do if there is a problem and other important information.  By placing an order for tickets, you acknowledge that you have read, understood and agree to be bound by the applicable terms.  If you do not agree with the applicable terms you should not make a purchase.
  • Changes to applicable terms. We may make changes from time to time to the applicable terms.  Where we do so these will be posted on our website and therefore you should check our website regularly to keep up to date with any changes.  Purchases of tickets are made subject to the terms which were applicable at the time of purchase however the applicable conditions of admission are those applying on the date of your visit.
  • Third party sellers. These terms do not apply to purchases of tickets made through third parties.  If you have any queries regarding a purchase made through a third party, please contact them directly however please do make contact with us if you have a query about the tours.
  1. Information about us and how to contact us
    • Who we are. We are A.G. Carrick Limited trading as ‘Highgrove’ a company registered in England and Wales.  Our company registration number is 02258628 and our registered office is at Clarence House, London, SW1A 1BA.  Our registered VAT number is GB 524 0392 73.
    • How to contact us. You can contact us by writing to customer service team at customerservices@highgrovegardens.com.
    • 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 at the time of order.
    • "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
    • Your profile. If you choose to register with us to purchase tickets using our website, you are responsible for maintaining the confidentiality of your account username and password and for preventing unauthorised access to your profile. You agree to accept responsibility for all activities that occur under your account or password. Please take all necessary steps to ensure that the username and password is kept confidential and secure. Please inform us immediately if you have any reason to believe that your username and/or password has become known to anyone else, or are being, or are likely to be, used in an unauthorised manner.  Please ensure the details you provide us with on registration are correct and complete and inform us immediately of any changes to those details (e.g., change of email or postal address). You can access and update your registration details using the login area of our website. We reserve the right to refuse access to the website, terminate accounts, remove, or edit content or cancel orders at our discretion. If we cancel an order, it will be without charge to you.
    • Children. Garden Tours are not encouraged for children under the age of 9, tickets are charged at the adult rate for children aged 9 and over. Some of the packages available for purchase include the purchase of alcoholic drinks. Pursuant to the Licensing Act 2003, it is an offence for any person under the age of 18 to buy alcohol, or for any person over the age of 18 to buy alcohol for or on behalf of any person under the age of 18.

  2. Our contract with you
    • Your order. When you place an order to purchase tickets this is your offer by you to us to purchase those tickets subject to the applicable terms.
    • How we will accept your order. Our acceptance of your order will take place when we email you to confirm that we have received your order, at which point a contract will come into existence between you and us.  The contract will end after completion of your visit to The Gardens. 
    • If we cannot supply your tickets we may cancel. If we are unable to fulfil your order (for example because we have no availability on the dates you selected or because we have identified an error in the price or description of the tickets), we will contact you by email or telephone to offer you replacement dates.  If you do not wish to book for replacement dates you and we shall be entitled to cancel your order.
    • Your order number. We will assign an order number to your order and tell you what it is when we accept your order.  It will help us if you can tell us the order number whenever you contact us about your order.

  3. the gardens
    • Admission. Tickets allow access only to the areas of The Gardens at the Highgrove Estate open on the visit date, at the time and for the period (if any) stated on the ticket and no other rights or permissions whatsoever are conferred by the ticket.  Access to other parts of The Gardens or to any part of Highgrove House is prohibited.   You must comply with the conditions of admission and provide them to, or draw to the attention of, visitors using tickets purchased by you (“visitors”).  You are responsible for ensuring that all visitors comply with the conditions of admission.
    • The Highgrove Estate (including The Gardens) is a protected site under section 128 of the Serious Organised Crime and Police Act 2005. Trespass at the site is a criminal offence.  You and your visitors must remain within the public area at all times. Failure to do so may make you or your visitors liable to prosecution. You agree at all times while visiting The Gardens that you and your visitors will comply with any directions given by ourselves or by our representatives.
    • Security Checks. You and your visitors agree to submit to, and comply with, the security checks in place at the point of admission to The Gardens and at such other points on the premises of the residence as we consider appropriate. We may refuse admission if you or your visitors fail to submit to or to comply with the security checks.
    • Refusal of Admission. We will not be responsible if you or your visitors are refused admission or asked to leave The Gardens because they have failed to comply with the conditions of admission.

  4. tickets
    • Your tickets may only be used by the individuals whose names you provided at the time of placing your order therefore, subject to clauses 5.2 and 5.4, you may not resell or transfer your tickets except you may give them as a gift.  Any such resale or transfer (or attempt to do so) in breach of this clause will render it void and entitle us to cancel that ticket.
    • Traders acting in the course of business may not purchase tickets for resale unless we give you written permission to do so prior to your purchase. Tickets purchased in breach of this clause may be cancelled by us. 
    • The following provisions apply to group tickets:
      • Group tickets are issued for a set number of visitors and are subject to availability;
      • The group leader is counted in the number of visitors for the purposes of your ticket and must not perform any guiding role to the group, except in translating for our guide;
      • Payment in full is required at the time of booking;
      • We regret that coaches are unable to park on the Estate during the Garden Tour. Parking is available at nearby Westonbirt Arboretum GL8 8QS (Monday to Friday only). For weekend coach parking, we recommend you look for alternative local parking locations.
    • Sales by agents. The following provisions apply to sales to agents:
      • Where we request it, you shall supply for our prior written approval any promotional/ marketing material relating to your visit or packages which include admission to The Gardens at Highgrove House. As a minimum, you must please ensure:
        • all such materials are factually accurate compared to current Highgrove website information;
        • all such materials are of a style and tone that Highgrove terminology as far as reasonably possible;
        • all such materials which contain Highgrove images are correctly credited.
      • No use of the names Highgrove, A.G Carrick, A.G Carrick Ltd, or any of our trademarks or any other name or logo that suggests a connection to us may be used other than with our prior written authority.
    • It is your responsibility or (if you are not the visitor) the responsibility of the visitor to check that the ticket is correct and to ensure that you (or the visitor) attend The Gardens on the visit date at the appropriate time (if any is specified on the ticket) and comply with applicable terms.

  5. no STATUTORY right to cancel

Tickets cannot be cancelled, exchanged or refunded after purchase, save in the circumstances set out in clause 7 or clause 1.1(a). 

  1. if we have to cancel or change the date
    • As the private home of Their Royal Highnesses The Prince Of Wales and The Duchess Of Cornwall, the opening arrangements may change at short notice. In the event of change to your proposed visit date or time, we reserve the right to cancel and refund your ticket(s), or, where possible and if you prefer, offer an alternative visit date.
    • Due to situations outside of our control, we may be required to close The Gardens or restrict access to visitors. This will include circumstances where adverse weather is anticipated. If we are unable to admit you on the visit date and time, we will contact you to reschedule.  Only where we cannot agree to reschedule to a date in the following 24 months will we cancel your ticket and refund the price of your tickets (but not the booking fee).  In this situation we would require you to use your best efforts to find a convenient date. You will not refuse to reschedule to another date unless your circumstances have materially changed such that you can no longer visit.

  2. changes requested by you
    • You may request changes. If you wish to make a change to the tickets you have ordered please contact us.  We are not obliged to agree but we will let you know if the change is possible.  If it is possible we will let you know about any changes to the price of the tickets, our administration fee for carrying out the change and anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.  If we cannot make the change or the consequences of making the change are unacceptable to you, you have no right to cancel the contract between us.

  3. delivery
    • Delivery costs. The costs of delivery will be as displayed to you on our website during the order process and are shown on our delivery information page.
    • When we will deliver the tickets. We will deliver the tickets to you by email as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. If the tickets are not delivered within 2 weeks of your visit date, please contact our customerservices@highgrovegardens.com quoting the order number.
    • What will happen if you do not give required information to us. We may need certain information from you so that we can supply the tickets to you, for example, the names of the visitors using the tickets you have purchased, dietary requirements (if purchasing a ticket along with a food and/or beverage package). We will contact you by email to ask for this information.  If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 11.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result.  We will not be responsible for supplying the tickets late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
    • Refused delivery. We will not be responsible where delivery of the tickets is not made due to you providing us with an incorrect email address or our email going into ‘spam’ or ‘junk’ mailboxes. We reserve the right to refuse to issue a replacement ticket in the event that it is lost and, where we agree to issue a replacement, to charge a reasonable administration fee for issuing a replacement ticket.

  4. customer service
    • If there is a problem with the ticket:
      • How to tell us about problems. If you have any questions or queries about the ticket, please contact us.  You can write to us at customerservices@highgrovegardens.com. 
      • Your legal rights. We are under a legal duty to supply items that are in conformity with this contract.  Nothing in these terms will affect your legal rights.
  1. Our rights to end the contract
    • We may end the contract if you break it. We may end the contract and cancel your ticket immediately at any time and without liability to you by writing to you if:
      • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the admission,
      • you do not comply with the conditions of admission.
    • You must compensate us if you break the contract. If we end the contract in the situations set out in clause 1(a) and (b) we will refund any money you have paid in advance for tickets we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.  If we end the contract in the situation set out in clause 11.1(c) you will not be entitled to a refund and we may require you to pay reasonable compensation for the net costs we will incur as a result of you breaking the contract.

  2. Price and payment
    • Where to find the price for the tickets. The price for the tickets and the booking fees will be indicated on the order pages or notified to you on the telephone when you placed your order.  The price includes VAT. We take all reasonable care to ensure that the price of the tickets advised to you is correct.  However please see clause 12.2 for what happens if we discover an error in the price of the tickets you order. Children under the age of 9 are admitted free of charge, children aged 9 and over will be charged at the adult ticket price.
    • What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the tickets we sell may be incorrectly priced.  We will normally check prices before accepting your order so that, where the ticket’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount.  If the ticket’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.  If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
    • When you must pay and how you must pay. You must make payment for tickets by credit or debit card or using Paypal, ShopPay or GooglePay. We accept most major credit and debit cards (Visa, MasterCard and Maestro). We regret that we cannot accept cheques or cash as payment online.  We will collect funds from you when we accept your order.
    • Please do not send us payment information using email as we cannot guarantee its security. For details of the security measures we employ please read our Privacy Policy. Unless we are fraudulent or negligent we will not be liable to you for any losses caused as a result of unauthorised access to the personal and transactional information you provide us when placing an order.
    • What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. 
    • Promotions. Vouchers cannot be used in conjunction with any other offer and cannot be exchanged for cash. All online and offline offers and promotions do not include Garden Tours. We reserve the right to cancel and refund any orders where promotions or offers have been discounted as part of a glitch or error.
    • Fraud prevention. To prevent fraud we may carry out checks in order to verify purchases. We reserve the right to cancel any orders that we reasonably suspect to have been made fraudulently, without any notice to you, and any and all Items obtained as part of such orders will be void.

  3. Our responsibility for loss or damage suffered by you
    • We are responsible to you for foreseeable loss and damage caused by us. Except as excluded by condition 13.2 and 13.3, if we fail to comply with the applicable 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.  The contract is formed at the point we send the order acceptance email and not before.
    • We are not responsible for consequential loss. To the maximum extent permitted by law, we shall not be responsible for any indirect or consequential losses arising from our performance of the contract or failure to perform it.  This means we will not be liable for loss of profit, revenue, earnings, goodwill, reputation, opportunity, or for distress or loss of enjoyment.  We will also not be responsible for your expenditure incurred by you in connection with your tickets, such as travel and accommodation, which are arranged by you at your own risk.  Where your ticket is cancelled or the visit dates are changed we will not be responsible to you for your wasted or unrecoverable expenditure.
    • When we are not responsible for loss or damage. We will not be responsible for loss or damage you suffer where: (a) there is no breach of contract or legal duty of care owed by us to you; (b) where the loss or damage is not a direct result of our breach of contract or is not foreseeable (save for death and personal injury caused by our negligence); or (c) to the extent that it results from your negligence or breach of the applicable terms.
    • We are not responsible for failures to perform outside our control. If we are unable to supply the tickets or admit you to The Gardens on the visit date/time due to an event outside our control then we will contact you as soon as possible to let you know and clause 7.2 shall apply.  Provided we do this we will not be liable for our failure to comply with our obligations.  
    • 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.
    • Business losses. Where you are making a purchase as a business approved in accordance with clause 5.2:
      • we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity; and
      • our total liability to you for all loss or damage shall not exceed the price you paid for the tickets.
    • Website information. While we use reasonable endeavours to ensure that the information on our website is accurate and up to date, we do not give any warranty as to its accuracy or completeness and we shall not be responsible for any errors or omissions or for the results arising from the use of such information.

  4. How we may use your personal information

How we may use your personal information. When you place your order, we collect certain personal and transactional information (e.g., name, address, email address, credit/debit card details) and this is processed by us on the basis of fulfilment of our contract with you.   We may transfer your information to our partners and suppliers as required in order to fulfil your order. For details on how we use this information, please read our Privacy Policy. To fulfil our obligations to you under the applicable we will communicate with you by in writing to your postal address, by e-mail and by posting notices on the website. You agree to receive communications from us electronically in relation to your order and that electronic communications will satisfy any legal requirement for communications in writing.  You may also agree to receive marketing communications from us in accordance with our Privacy Policy but you may opt out of these at any time.  Please see our Privacy Policy for further details.

  1. Other important terms
    • We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
    • You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. 
    • Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
    • If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately.  If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    • Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under the applicable terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. 
    • 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 tickets in the English courts.  If you live in Scotland you can bring legal proceedings in respect of the tickets in either the Scottish or the English courts.  If you live in Northern Ireland you can bring legal proceedings in respect of the tickets in either the Northern Irish or the English courts.