Terms & Conditions

1. Acceptance of Terms
   
   By entering our website, and purchasing tickets, you are accepting our terms and conditions. If you are not agreeable to any of the terms and conditions, you should not use this service.
   
   When purchasing tickets via the online booking system, you are responsible for making all payments due. You will receive an email confirmation of your purchase. The confirmation is sent to the email address which you provide at the time of making your booking. Contact us if you do not receive your confirmation email within 48hrs, as the email confirmation will serve as proof of payment for your entry ticket.
   
   You must bring the email confirmation with you to gain entry. Please check your confirmation is correct as soon as you receive it. Contact us immediately if your confirmation is incorrect.
   
   Tickets are issued subject to availability.
    
2. Online Booking
   
   Once purchased, online tickets may not be used in conjunction with any other offer. Any discounts or offers online are available for limited quantities and periods only, and may not be available on bookings made by phone or in person.
   
   Please bring along your booking reference number and/or email print out.
   
   Prices are correct at the time of going to press, and are subject to change without notification.
    
3. Payment
   
   Full payment is required at the time of booking via the payment gateway. All prices are inclusive of VAT.
   
   Once you have paid, we will not increase the price of your tickets. Prices displayed on the site are subject to change without notice.
   
   Payments can be made by any recognised credit or debit card except Diners Card, American Express, and Solo. Payments will be taken before the confirmation is sent.
   
   Tickets are not for resale.
   
   Once purchased, tickets are non-refundable and non-transferable, unless Gwrych Castle and Gardens are forced to close due to extreme weather conditions or other unprecedented issues
    
4. Cancellation by you
   
   Tickets are non-refundable. In the event that you are unable to visit, please contact us 48 hours before your booking. Every effort will be made to transfer your tickets to an alternative date. Cancellations made 47 hours or less in advance of your booking are non-transferrable.
    
5. Cancellation by us
   
   If we are unable to open or honour your booking due to our own negligence, a full refund (including booking fee) will be provided.
   
   In the event of any unforeseeable event beyond our reasonable control, we may be required to close. Including, without limitation; fire, flood, war, pandemic, governmental lock down, or act of god. In such circumstances, your booking fee is non-refundable. Your ticket(s) will be transferrable at your request.
   
   We shall not be held liable for any extra costs incurred as a result of your booking, whether cancelled or postponed by us or yourselves. Including, without limitation; accomodation, sustenance, or mileage.
    
6. Access to the Website
   
   Whilst we endeavour to ensure that this website is normally available 24 hours a day, we will not be liable if for any reason the site is unavailable at any time, or for any period.
    
7. Ticket Usage
   
   Tickets purchased online may not be used in conjunction with any other special offer, promotions or vouchers.
   
   Online tickets cannot be used in relation to any private hires, group tours, or anything other than admission to the visitor route.
   
   Following the purchase of your Digital Ticket, no refunds can be given, and you are not able to cancel your tickets or resell them.
   
   Entry is only permissible when the Gwrych Castle Digital Ticket is printed out and/or the barcode is made available on arrival, or the Booking Reference Number is given.
   
   Tickets purchased online are only valid for the date for which they were purchased. Should they be used on dates other than that for which they were purchased, Gwrych Castle reserve the right to refuse entry.
   
   If ‘Student’, ‘Carer’, or other concessions tickets are purchased online, Gwrych Castle reserve the right to ask for proof of status.
   
   If the Gwrych Castle Digital Ticket/Booking Reference Number is scanned, and shows that it has already been redeemed, then entry will be refused.
   
   Any queries should be submitted via our contact-us page at; www.gwrychcastle.co.uk/contact
    
8. Gift Vouchers
   
   Gift Vouchers are valid for up to 12 months from the date of purchase. The expiry date will be clearly displayed on the front of the E-Gift Voucher.
   
   Gift Vouchers cannot be exchanged for cash value and are not for resale.
   
   Gift Vouchers can only be used for the purchase of online admission tickets, Annual Passes, or other Gwrych Castle merchandise. At this time, we cannot accept gift vouchers for the purchase of food or other services (tours, hires, etc).
    
9. Merchandise
   
   Refunds and replacements are available for faulty merchandise only, provided it is returned to us within 28 days of purchase with a valid receipt. This does not affect your statutory rights.
   
   For merchandise purchased online; once you have purchased and received confirmation, please allow up to 10 business days for your item to arrive by post. Delivery may be longer around busy periods such as Christmas. We shall not be held liable for any delays in delivery once dispatched.
    
10. Liability
    
    Whilst we endeavour to ensure that the information on this website is accurate, we shall not be liable for any damages arising from the use of, or inability to use this site, or any information contained in it, or from any action or decision taken as a result of using this site or any such information.
    
    All persons attending Gwrych Castle and Gardens shall do so entirely at their own risk, and the Trust shall incur no liability whatsoever for any damage to the property of, or injury to any person howsoever caused.
    
    All persons visiting Gwrych Castle and Gardens shall be strictly liable for any damage which they cause to the premises and their contents. 
    
    We shall not be held accountable for third parties failing to turn up to an event organised by ourselves or/and a third party.
     
11. Copyright/Trademarks
    
    The content of our website including all written, photographic, and design content, together with our selection and arrangement of it, are our copyrighted property, or of businesses who have granted us the right to use it. All rights reserved.
    
    None of the photographs or other material on this website may be used without our written permission. Individuals may of course download, print, or copy material for their own non-commercial use.
    
    Castell Gwrych / Gwrych Castle are registered trademarks of Gwrych Castle Preservation Trust Limited.
     
12. Zero Tolerance
    
    We operate a zero abuse policy both physical and verbal, towards any member of our team. If you are deemed to be behaving inappropriately, you will be asked to leave the estate immediately. We reserve the right to cancel Annual Memberships and Day Passes without prior notice if we find the persons behaviour to be abusive and/or inappropriate.

13. Complaints

    Not satisfied with our service? We have a variety of means for you to provide us with comments, feedback and suggestions.

    As part of our complaint’s procedure, we aim to treat complaints seriously and deal with them properly, resolve complaints promptly and informally whenever possible, learn from complaints and take action to improve our service, and ensure that complaints are treated in confidence.

    Complaints can be made in any way that suits you, for example, letter, email or phone.

    If you are unhappy with the service you received at Gwrych Castle, you can complain to any member of our staff.

    Firstly, try to speak to the people involved. If the complaint is about a facility like the toilets, then ask to speak to the Estate Manager. In most cases, the person you speak to can sort out your complaint easily and you will not need to take any further action.

    Or you can contact:

    Gwrych Castle,
    Abergele,
    Conwy.
    LL22 8ET

    Phone: (01745) 826023

    Email: info@gwrychcastle.co.uk