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Terms & Conditions
Experience Package Terms & Conditions
Last reviewed/updated: January 2026
In Play Ltd.
Suite RA01, 195–197 Wood Street, London E17 3NU
Company No: 16383280
Trading as In Play / In Play Experiences
1. Introduction
1.1 - These Terms & Conditions (“Terms”) apply to all Experience Packages booked with In Play Ltd (“In Play”, “we”, “us”, “our”).
1.2 - By making a booking, you (“Client”, “you”, “your”) confirm that you have read, understood, and agreed to these Terms.
1.3 - Except where otherwise specified, In Play acts as an agent or sub-agent in respect of bookings made on your behalf. We arrange services provided by independent third-party suppliers including, but not limited to, hotels, transport providers, restaurants, event organisers, ticket providers, and hospitality operators.
1.4 - Your contract for travel services may be with one supplier or multiple suppliers depending on the structure of your booking. Supplier terms and conditions apply in addition to these Terms, and you are deemed to accept those terms upon booking.
1.5 - All travel arrangements sold through In Play are not an offer by us to sell travel arrangements directly, but an invitation for you to make an offer to the relevant suppliers through us as agent.
2. Scope of Services
2.1 - An “Experience Package” may include accommodation, event tickets (including hospitality or debenture tickets), transport, meals, concierge services, and curated experiences.
2.2 - In Play acts as a bespoke travel and events concierge arranging services provided by independent third-party suppliers.
2.3 - In Play does not own, operate, manage or control the third-party suppliers and is not affiliated with, endorsed by, or acting on behalf of any third-party supplier or event organiser unless explicitly stated.
3. Bookings & Payments
3.1 - All bookings are subject to availability and confirmation.
3.2 - The lead booking name confirms they have authority to accept these Terms on behalf of all members of the travelling party.
3.3 - A non-refundable deposit may be required at the time of booking. The balance payment due date will be stated on your booking confirmation.
3.4 - Failure to make payment by the due date may result in cancellation of the booking and applicable cancellation charges.
3.5 - If payment remains outstanding more than 7 days after the balance due date, In Play reserves the right to apply a late payment administration fee of £75.
3.6 - Prices are quoted and payable in the local currency of the relevant experience or event. UK experiences are generally priced in GBP (£) and European experiences may be priced in EUR (€).
3.7 - Prices are not guaranteed until booking confirmation and receipt of deposit.
3.8 - Once a deposit has been received, quoted pricing is fixed except where:
(a) the Client requests amendments;
(b) supplier-imposed changes occur outside In Play’s control; or
(c) taxes, government charges, or mandatory fees materially change.
3.9 - We reserve the right to correct pricing errors or amend advertised prices prior to confirmation.
3.10 - Except where otherwise advised, monies paid to In Play are held on behalf of the relevant supplier(s).
4. Client Responsibilities
4.1 - Clients are responsible for ensuring all names provided match passports and travel documentation exactly.
4.2 - Clients are responsible for obtaining and carrying all valid passports, visas, travel permissions, vaccinations, insurance, and health documentation required for travel.
4.3 - Most countries require passports to remain valid for at least 6 months after return travel dates. Clients are responsible for verifying all entry requirements.
4.4 - Clients are responsible for reconfirming flights or travel services where required by the supplier.
4.5 - In Play accepts no liability where travel is prevented due to failure to comply with passport, visa, health, immigration, or documentation requirements.
5. Insurance
5.1 - Travel insurance is strongly recommended and may be mandatory under certain supplier terms.
5.2 - Clients are responsible for arranging appropriate insurance covering cancellation, medical expenses, disruption, personal belongings, and non-attendance.
5.3 - In Play accepts no responsibility for losses which could reasonably have been covered by travel insurance.
6. Special Requests
6.1 - Any special requests including dietary requirements, accessibility requests, room preferences, or seating requests must be communicated at the time of booking.
6.2 - In Play will communicate requests to suppliers on a best-efforts basis only and cannot guarantee they will be accommodated.
7. Event Tickets & Experiences
7.1 - Event tickets are supplied by third parties and remain subject to the terms and conditions of the relevant event organiser and/or ticket provider.
7.2 - In Play is not affiliated with, endorsed by, or acting on behalf of Wimbledon, The All England Lawn Tennis Club, or any other sporting body unless explicitly stated.
7.3 - In Play accepts no liability for:
(a) event cancellation or postponement;
(b) rain delays or weather disruption;
(c) scheduling changes;
(d) player withdrawals; or
(e) venue operational decisions.
7.4 - Certain events, including Wimbledon Experience Packages, may be strictly non-refundable due to supplier commitments and ticket sourcing arrangements.
7.5 - Tennis clinics, coaching sessions, and other participatory sporting activities included within an Experience Package remain subject to weather, court availability, safety considerations, and other circumstances outside In Play's control. No refund, credit, or compensation shall be payable where such activities are cancelled, postponed, shortened, or modified.
8. Accommodation & Dining Substitutions
Accommodation
8.1 - In Play endeavours to provide accommodation as confirmed at the time of booking.
8.2 - Where accommodation becomes unavailable due to circumstances outside In Play’s control including overbooking, supplier cancellation, closure, insolvency, or force majeure, In Play reserves the right to substitute alternative accommodation.
8.3 - In Play will use reasonable endeavours to source accommodation of equivalent or higher standard in a comparable location.
8.4 - Where equivalent accommodation is unavailable, In Play may offer:
(a) a proportionate refund relating solely to the accommodation component;
(b) a future travel credit; or
(c) an alternative itinerary or travel date subject to availability.
8.5 - In Play’s liability relating to accommodation substitution shall not exceed the accommodation portion of the package price.
8.6 - No refund or compensation shall arise solely due to personal preference where alternative accommodation of comparable standard has been provided in good faith.
Restaurants & Dining
8.7 - Restaurant and dining reservations remain subject to the policies and operational decisions of independent venues.
8.8 - In Play reserves the right to substitute dining venues where necessary due to cancellation, closure, operational changes, or circumstances outside our control.
8.9 - In Play will use reasonable endeavors to secure alternative dining experiences of comparable standard.
8.10 - Where no comparable alternative can reasonably be secured, In Play may provide a proportionate refund or future credit relating solely to the dining component.
8.11 - In Play accepts no liability for disappointment arising from changes in venue, cuisine style, ambiance, chefs, seating allocation, or dining format where substitutions are made in good faith.
9. Changes & Cancellations
Changes or Cancellations by the Client
9.1 - All amendment or cancellation requests must be submitted in writing by the lead booking name.
9.2 - Amendments and cancellations remain subject to supplier policies and charges, which may be up to 100% of the booking value.
9.3 - Deposits are non-refundable unless otherwise stated in writing.
9.4 - Scheduled airlines and low-cost carriers commonly impose 100% cancellation charges from the time of booking.
Changes by Suppliers
9.5 - Where suppliers make significant changes or cancellations, In Play will notify you as soon as reasonably practicable and will liaise regarding alternative arrangements.
9.6 - In Play accepts no liability for supplier changes, cancellations, or operational decisions outside our reasonable control.
Force Majeure
9.7 - No refunds or compensation shall be payable for cancellations, interruptions, delays, or non-attendance caused by force majeure events.
9.8 - Force majeure includes, but is not limited to, acts of God, severe weather, pandemics, government restrictions, terrorism, industrial disputes, infrastructure failure, transport disruption, or other circumstances outside reasonable control.
10. Liability
10.1 - In Play arranges services provided by independent third-party suppliers and does not own, operate, or control those suppliers.
10.2 - Responsibility for accommodation standards, health and safety, transport operation, food hygiene, event management, security, and supplier performance rests solely with the relevant supplier.
10.3 - To the fullest extent permitted by law, In Play shall not be liable for any loss, injury, illness, delay, expense, disappointment, or damage arising from:
(a) acts or omissions of third-party suppliers;
(b) force majeure events; or
(c) circumstances outside our reasonable control.
10.4 - In Play’s responsibility is limited to exercising reasonable care in selecting reputable suppliers and accurately conveying supplier information.
10.5 - Where liability cannot legally be excluded, In Play’s maximum aggregate liability shall not exceed the total amount paid to In Play for the relevant Experience Package.
10.6 - Nothing in these Terms excludes liability for death or personal injury caused by negligence or any liability which cannot legally be excluded.
10.7 - Clients agree to indemnify and hold harmless In Play against claims, losses, liabilities, or costs arising from the Client’s breach of these Terms or unlawful conduct.
11. Conduct & Compliance
11.1 - Clients and their guests must comply with all local laws, venue rules, supplier requirements, and event policies.
11.2 - In Play reserves the right to remove any participant from an Experience Package without refund where behaviour is unlawful, dangerous, abusive, disruptive, or inappropriate.
11.3 - Any guest travelling on a complimentary or hosted basis remains fully subject to these Terms and all applicable ticket, venue, supplier, and conduct policies.
12. Data Protection & Privacy
12.1 - Booking information may be shared with relevant suppliers, authorities, security providers, and service providers where necessary to fulfil travel arrangements or comply with legal obligations.
12.2 - This may include sensitive personal information such as dietary, accessibility, health, or religious requirements where voluntarily provided.
12.3 - By making a booking, you consent to the processing and sharing of such information for travel administration purposes.
12.4 - Data protection standards outside the United Kingdom or European Economic Area may differ from those within the UK.
13. Financial Protection
13.1 - Package holidays sold by In Play may include financial protection through the relevant organiser or protection scheme where applicable.
13.2 - Where an ATOL-protected flight or holiday is booked, Clients will receive an ATOL Certificate detailing protection arrangements.
13.3 - In accordance with the Package Regulations your payments are protected as [all monies paid to us by you are held in a trust account from which they may only be withdrawn by us on completion of our contract with you or such monies have been repaid to you or forfeited in accordance with these Terms] OR [we also hold insurance cover to protect your payments].
13.4 - Protection arrangements may not apply to single travel services or certain standalone bookings.
13.5 - Additional travel services booked separately may constitute linked travel arrangements under the Package Travel and Linked Travel Arrangements Regulations 2018. Full details of the Regulations can be found at:
https://www.legislation.gov.uk/uksi/2018/634/contents/made
14. Complaints
14.1 - Because the contract for your arrangements is between you and the supplier, any issues arising during travel should be reported immediately to the relevant supplier and to In Play where appropriate.
14.2 - If you have a problem whilst on holiday, this must be reported to the supplier or their agent immediately. Failure to report issues promptly may reduce the ability of suppliers to investigate or resolve complaints. 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. If you wish to complain when you return home, write to us. You will see our name and contact details in any confirmation documents we send you.
14.3 - Any post-travel complaints should be submitted to In Play in writing within a reasonable period following return.
15. Delivery of Documents
15.1 - All travel documents, tickets, confirmations, itineraries, and related correspondence will be delivered electronically to the email address provided at the time of booking.
15.2 - Clients are responsible for ensuring their contact details are accurate and for checking receipt of all documentation, including spam or junk folders where applicable.
15.3 - In Play accepts no liability for delays, non-delivery, or technical issues arising from incorrect contact details, email filtering, internet disruption, or circumstances outside our reasonable control.
15.4 - Any costs associated with reissuing documents due to incorrect information provided by the Client may be charged to the Client.
16. Governing Law
16.1 - These Terms are governed by the laws of England and Wales.
16.2 - The courts of England and Wales shall have exclusive jurisdiction, except where consumers resident in Scotland or Northern Ireland are entitled to bring proceedings in their local jurisdiction.