Terms & Conditions

Terms & Conditions

11ARCHES TRADING LTD

TERMS AND CONDITIONS OF TICKET PURCHASE AND ADMISSION

Effective from October 2025

These Terms and Conditions apply to all tickets purchased for any Attraction produced by 11Arches Trading Limited, including Kynren – An Epic Tale of England, Kynren – The Storied Lands, and any other events organised by 11Arches Trading Ltd (11Arches).

By purchasing a ticket, you agree to these Terms and Conditions, as well as our Privacy Policy and Cookie Policy, which together explain how your personal data is used and protected.

1. General Terms of Sale

• All tickets are sold by 11Arches subject to availability and these Terms and Conditions.
• Our acceptance of your order will take place when we issue written confirmation of your booking. At that point a binding contract exists between you and 11Arches.
• 11Arches reserves the right to refuse any order or purchase.
• If we cannot accept your order, we will notify you and you will not be charged.

2. Ticket Validity and Use

• The Attractions are private property, and a valid ticket must be produced to gain entry.
• Removing, altering or defacing a ticket may invalidate it.
• It is your responsibility to check your booking confirmation. Mistakes may not be rectified after purchase.
• 11Arches may relocate you to seats of equal or greater value if required for operational or safety reasons.
• Tickets are for personal use only and cannot be used for promotions, raffles, contests, or resale for profit without written permission.
• The maximum number of tickets that may be purchased by one individual in a single transaction is 20.

3. Concessions and Discounts

• Proof of eligibility (e.g. proof of age or concession status) may be required for discounted tickets.
• Discounts are subject to limited availability, specific validity periods, and at the discretion of 11Arches.
• Discounts cannot be combined with other offers or used for VIP or dining packages unless otherwise stated.

4. Ticket Delivery, Loss or Misuse

• Lost or mislaid tickets remain your responsibility.
• Only the first valid barcode scanned at entry will permit access. Any duplicates presented after this will be void.
• Prices are inclusive of VAT, but exclude any booking or delivery fees.
• Payment must be received in full before tickets are issued, unless for pre-arranged group travel bookings.

5. Refunds, Exchanges and Resales

• All tickets are non-refundable and non-transferable, except where explicitly stated below.
• Kynren 2026 Exchange Policy:
  • Exchanges may be made up to two weeks prior to the performance date, subject to availability.
  • Exchanges apply only within the same season.
  • A £5 exchange fee applies per transaction.
  • Upgrades to higher-priced seats require payment of the difference; no refund is issued for downgrades.
• Reselling tickets above face value or for commercial gain renders them void.
• Combining tickets with travel, hospitality or accommodation packages requires written consent from 11Arches.

6. Weather and Operational Conditions

• Both Kynren night show and The Storied Lands are outdoor attractions.
• The Attractions will remain open in all weather conditions unless a viable threat to the public is identified by the 11Arches team. Refunds or exchanges are not offered due to rain or inclement weather.
• No Kynren performance has ever been cancelled due to weather.

7. Attraction Access and Closures

• 11Arches may close or restrict access to any part of an Attraction for safety, operational or technical reasons, or due to adverse weather, special events or capacity limits.
• In the unlikely event that an entire Attraction must close, 11Arches may offer substitute tickets for an alternative date. No other compensation will be available.
• 11Arches will use reasonable endeavours to notify affected visitors as soon as possible.

8. Gift Vouchers

• Gift Vouchers are valid for 12 months from the date of purchase and cannot be extended, unless stated otherwise on the gift voucher.
• Gift Vouchers cannot be exchanged for cash.
• Refunds are only available within 14 days of purchase if the voucher has not been used or booked.

9. Personal Data and Privacy

Your personal data is collected and processed in accordance with our Privacy Policy and Cookie Policy, which explain:

• What information we collect and why.
• How we use data for ticketing, analytics, postcode research and marketing.
• How cookies and social media pixels are used for site performance and advertising.

By purchasing a ticket or visiting our website, you agree to these uses.
You can view both policies at kynren.com/privacy-policy and kynren.com/cookie-policy.

10. Conditions of Admission

• A valid ticket must be presented for entry and retained for inspection.
• Admission may be refused or revoked on reasonable grounds, including but not limited to:
  1. Disruptive, abusive or unsafe behaviour.
  2. Intoxication or use of illegal substances.
  3. Failure to comply with safety or operational requirements.
  4. Inappropriate dress (e.g. indecent or offensive clothing).
  5. Bringing unauthorised animals (except assistance dogs).
• Admission may also be subject to government or operational measures in effect at the time of your visit.
• Children under 18 must be accompanied by an adult at all times.
• Parents or guardians are responsible for determining suitability of content for their children.

11. Photography, Filming and Recordings

• Photography and video are permitted in designated areas except during seated performances.
• Flash photography and recording during shows are strictly prohibited.
• Any unauthorised recording may be confiscated and destroyed; copyright will belong to 11Arches.
• By entering an Attraction, you consent to being filmed or photographed for safety, archive or promotional purposes.
• By entering Kynren, visitors consent to being filmed or photographed for security, safety, archive or promotional purposes. Close-up or identifiable images may be captured as part of general event or audience photography, and may be used appropriately and in line with our Privacy Policy.
• Visitors who prefer not to appear in close-up promotional material may inform a member of staff or contact privacy@kynren.com either before or after their visit, and we will make all reasonable efforts to respect their preference in future use of imagery.
• The use of drones or any unmanned aerial vehicles (UAVs) by visitors, contractors or members of the public is strictly prohibited anywhere on or above 11Arches property without prior written authorisation.
• Authorised drone operations conducted by or on behalf of 11Arches will comply with Civil Aviation Authority (CAA) regulations and all required safety and privacy protocols.
• Our Drone Policy outlines requirements for flight permissions, operator certification, insurance, safety management, and data protection. Copies are available upon request by emailing safety@kynren.com.

12. Security, Conduct and Prohibited Items

• Bag, vehicle and person searches may be conducted as a condition of entry.
• Restricted items (including umbrellas during performances) are listed on our website.
• Smoking and vaping are permitted only in designated areas.
• Latecomers to seated performances may be admitted at suitable intervals to minimise disruption.

13. Health and Safety

• CCTV operates throughout all Attractions for safety and operational management.
• Visitors must comply with safety announcements, signage and staff instructions.
• Attractions may include loud sound, strobe lighting, pyrotechnics and haze effects.
• Wheelchair users must remain in designated accessible areas; transfers to fixed seating during performances are not permitted.

14. Events Beyond Our Control

11Arches is not liable for any failure or delay in performance caused by events beyond its reasonable control, including but not limited to:

Acts of God, fire, flood, war, terrorism, epidemics or pandemics, strikes, government restrictions, or extreme weather.

If such an event occurs, we will notify you as soon as possible and use reasonable endeavours to reschedule affected performances.

15. Legal Terms

• 11Arches may transfer its rights and obligations under these Terms to another organisation; this will not affect your rights.
• You may not transfer your rights under these Terms without our written consent.
• Each clause of these Terms operates independently. If any part is found unlawful, the rest will remain in effect.
• These Terms are governed by English law. Legal proceedings may be brought in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts.

Effective Date: October 2025

+44 (0)1388 436 030

11Arches Trading Ltd, Flatts Farm, Bishop Auckland, County Durham, DL14 7SF

© 11Arches Trading Ltd. All rights reserved.