These terms and conditions ("terms") apply to the purchase and use of gift cards and experience vouchers issued by Rochdale Town Hall (the "council", "we", "us"). By purchasing, holding or redeeming a gift card or experience voucher, you agree to be bound by these terms. Nothing in these terms affects your statutory rights under consumer law. To the extent permitted by law, no additional warranties or commitments are provided in relation to any gift card or experience voucher.
1. Definitions
- Gift card: Any monetary gift card issued by Rochdale Town Hall that holds a pre-paid balance for redemption at the venue.
- Experience voucher: Any voucher issued for a specific experience (including Dine, Drink & Discover experiences) that entitles the holder to book and attend the relevant experience, subject to these terms.
- Venue: Rochdale Town Hall and The Martlet Kitchen and any other council-operated locations where specified in writing.
- Purchaser: The person who buys the gift card or experience voucher.
- Holder: The person who lawfully holds or redeems a gift card or experience voucher (which may be the purchaser or a recipient).
2. Purchase and issue
- Gift cards can be purchased with a minimum and maximum load value as set by the council from time to time.
- Experience vouchers are issued for named or thematic experiences and may state included elements (e.g., tour, dining).
- We may request proof of purchase and/or identity for security and anti‑fraud purposes.
3. Validity and expiry
- Gift cards and experience vouchers are valid for 12 months from the date of last purchase or top-up, unless stated otherwise on the card or voucher.
- Any unused balance or unredeemed voucher after the expiry date will be forfeited and cannot be refunded or reinstated.
- At our discretion, a single one‑time extension of up to 3 months may be offered on request before expiry; an administration fee may apply.
4. Redemption
- Gift cards and experience vouchers can be redeemed against eligible experiences, tours, food and drink at the venue, subject to availability.
- Gift cards and experience vouchers cannot be exchanged for cash; no cash change is provided. Any part‑redemption will reduce the remaining balance accordingly.
- Experience vouchers must be redeemed in a single transaction unless expressly stated otherwise on the voucher.
- We reserve the right to require the physical or digital presentation of the gift card or experience voucher at the point of redemption.
5. Booking and notice requirements
- All experiences must be pre‑booked and are subject to availability and operating hours.
- Unless otherwise specified for a particular experience, cancellations or amendments must be made at least 72 hours prior to the scheduled time.
- Failure to provide the required notice may result in the full value of the gift card or experience voucher being redeemed.
- Guests who arrive late may be refused participation if this affects operational delivery. No partial refunds or rescheduling will be offered.
- Where permitted, a one‑time reschedule may be offered at our discretion, subject to availability.
6. Dine, Drink & Discover experiences
- The tour element must be booked via the welcome desk (telephone and email as published by the venue).
- The dining element must be booked directly with The Martlet Kitchen (telephone and email as published by the venue).
- All Dine, Drink & Discover packages require a minimum of 72 hours’ notice.
- Some combined experiences may be subject to coordination constraints; the council will use reasonable endeavours to offer suitable dates.
7. Single supplements
- Certain experiences may be subject to a single supplement where minimum participant numbers are not met. Any applicable supplement will be confirmed at the time of booking and is payable in addition to the voucher value.
8. Pricing and charges
Prices for experiences may change over time. The council reserves the right to adjust prices, VAT or applicable charges for experiences at any time. Where a price has increased since purchase, the holder may be required to pay the difference at the time of booking. Price changes will not entitle the voucher holder to a refund.
- Service charges are not included unless stated; gratuities are at the guest’s discretion.
9. Availability and restrictions
- Experiences are subject to availability and may be unavailable on peak dates, during special events, or when the venue is closed or privately hired.
- Experiences must be booked and taken within the validity period.
- Age restrictions may apply to certain experiences, including those involving alcohol; guests may be required to present valid ID.
10. Changes by the council and withdrawal of experiences
- We may amend, substitute or withdraw any experience for operational, safety, staffing or supplier reasons. Where this occurs, we will offer a suitable alternative date, an experience of equivalent value, or a voucher of equivalent value.
- Minor changes to menus, tour routes, timings or content may occur; such changes will not entitle the holder to a refund. Where this occurs, the council’s liability will be limited to offering a new date or a voucher of equivalent value. Such changes will not entitle the voucher holder to a refund.
11. Force majeure and operational disruption
If delivery is prevented or affected by events beyond our reasonable control (including but not limited to adverse weather, maintenance, emergency works, public health measures, industrial action or utility failures), we may cancel or reschedule the experience. Our liability in such cases is limited to offering a new date or a voucher of equivalent value.
12. Lost, stolen or damaged cards and vouchers
- Treat gift cards and experience vouchers like cash. The council accepts no responsibility for cards or vouchers that are lost, stolen, damaged or used without authorisation.
- Replacement may be offered at our discretion upon satisfactory proof of purchase and remaining balance. An administration fee may apply.
13. Fraud and misuse
- We may refuse, cancel or void any gift card or experience voucher that we reasonably suspect has been altered, duplicated, obtained fraudulently or used in breach of these terms.
- The council’s records of balances, redemptions and transactions will be final and binding.
- The council reserves the right to cancel any gift card or experience voucher that it reasonably suspects has been tampered with, duplicated, obtained fraudulently or used in breach of these terms and conditions.
14. Transferability and resale
- Gift cards and experience vouchers are non‑refundable and are not for resale or other commercial use without our prior written consent.
- Unauthorised resale or transfer will render the gift card or experience voucher void.
15. Refunds and consumer rights
- Except as required by law, gift cards and experience vouchers are non‑refundable, in whole or in part.
- The council’s record of any gift card balance will be deemed final.
- If you purchased online or by phone, you may have a statutory right to cancel within 14 days of purchase provided the voucher has not been redeemed and no booking has been made for a date within that period. To cancel, contact us using the details below.
- Nothing in these terms limits or excludes rights that cannot lawfully be limited or excluded.
16. Health, safety and behaviour
- All guests must comply with health and safety instructions and any venue‑specific requirements (including heritage‑protection measures).
- We reserve the right to refuse admission or remove any person whose behaviour is unsafe, inappropriate or disruptive, without refund.
- Allergen and dietary information is available on request; guests must inform us of allergies at the time of booking and upon arrival.
17. Accessibility
- Guests with accessibility needs are encouraged to contact the venue prior to booking to discuss available adjustments. While reasonable efforts will be made to accommodate accessibility requirements, certain heritage areas or activities may involve restrictions.
18. Data protection
- Personal data collected for the purchase or redemption of gift cards or experience vouchers will be processed in accordance with the council’s privacy policy and applicable data protection laws, including the UK GDPR.
- We may contact the purchaser or holder with essential service messages about bookings or changes. Marketing communications will only be sent in accordance with consent and applicable law.
19. Liability
- Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability that cannot lawfully be excluded or limited.
- To the fullest extent permitted by law, the council shall not be liable for indirect or consequential or financial losses (including loss of enjoyment, travel or accommodation costs) arising from the use of a gift card or experience voucher.
- The council’s total aggregate liability arising out of or in connection with a gift card or experience voucher shall not exceed its original purchase price.
20. Third‑party suppliers
- Some elements may be delivered by approved third‑party suppliers. We will use reasonable care in selecting suppliers, but we are not responsible for events outside our control once a service is being delivered by a third party. Your contract for those elements may be with the supplier, whose terms will apply.
21. Intellectual property and photography
- All intellectual property in tours, materials, menus, images and content remains the property of the council or its licensors.
- Personal photography is usually permitted unless otherwise stated; commercial filming or photography requires prior written consent.
22. Complaints
- If you are dissatisfied, please raise the matter with staff at the time. If unresolved, contact the venue using the details below. We will follow the council’s complaints process.
23. Changes to these terms
- We may update these terms from time to time. The terms applicable are those in force at the time of purchase, provided that any procedural provisions relating to bookings and venue operations may be updated and applied to future bookings.
24. Governing law and jurisdiction
- These terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.