TERMS & CONDITIONS - FAQS

FREQUENTLY ASKED QUESTIONS & TERMS AND CONDITIONS

BUCK MOON FESTIVAL FAQ’S

How do I get in contact? If any of the below does not answer your query then please email us at: info@buckmoonfestival.co.uk 

How do I get to the festival? The address for BUCK MOON Festival is:Imber Court, Ember Lane, East Molesey, Surrey KT8 0BT (see Location page for further information).​Is there parking at the festival?Yes, there is plenty of parking at the festival at the cost of £5.00 per day. NOTE-CAR PARK ENTRANCE POST-CODE is KT10 8EG

​Can I leave my car overnight? The venue, Imber Court have confirmed you can leave your car overnight, however, it should be removed by 11:00 am the following morning(s) of the festival.​ 

Can I stay in my camper van overnight?  Yes A fee of £25 for overnight parking or £40 for two nights.  Payable in advance on line-  

Note: Limited spaces available and you will need to e mail us at info@buckmoonfestival.co.uk  with 1. Your booking reference 2. Full vehicle details          3. Expected arrival time prior to the event. 

For your information: there are toilet & shower facilities available between 8am-10pm near to Camper-Van car parking area
Conditions will apply :-
no anti-social behaviour will be tolerated - respect our neighbours- no music is permitted to be played outside after 10pm.

we have a zero tolerance to controlled drugs or any substance abuse

No Barbeques - (food will be available at the main building of Imber Court)

NOTE - Re-entry into the Buck Moon Festival event site is strictly controlled and only permitted in exceptional circumstances.

Can I pitch a tent - is there camping ? No, we are not licenced for camping.

Are tickets available on the door? Yes, you will be able to buy tickets for the Festival on the day. The tickets are cheaper in advance online -  tickets are limited and may not be available on the day. They will be available from Buck Moon Festival Ticket Office at Imber Court, which is open from 10:30 hrs to 19:30 hrs on the day of the festival.  Please be aware this is subject to availability!

​I haven't received or I have lost my e-ticket or mobile ticket?Your will need to contact our e-ticket supplier skiddle.com through their self service help portal or call 03333 01 01 01​

Can you scan my ticket from my phone? Yes, our scanners can scan your tickets from your phone.​​ (maybe advisable to print in case of phone issues on the day)

What are the hours of the Festival? Gates open at 11:45 hrs and close at 19:30 hrs*. Please be aware the opening times are approx and can vary by up to 30 mins, this is due to the final health and safety sign off.

What sort clothing should I wear? BUCK MOON Festival is an indoor &outdoor music festival. We would suggest you dress appropriately for the occasion and the weather. ​

What if it is raining - will the festival be cancelled? The performers are on a covered stage and the festival will go ahead. Only in extreme conditions and where a question of health and safety is involved, would the festival be cancelled. Please ensure you bring adequate clothing for the weather conditions and don't let the rain stop you having a good time. ​

Can I get a refund? All tickets are non-transferable and non-refundable.​

Can I use a debit or credit card at the festival? Yes, we have the facilities to accept payment by debit or credit card inside the festival arena. Please note the Ticket Office is cash only. (The closest cash machine is inside the main Imber Court building).Our independent food and stall vendors are also able to take card payments.​

Are children 3 & under free? Children 3 and under are free with a full paying adult. 

Is there Child Ticket for 4--16 years? No - Children 4- 16 year will need to purchase a ticket and be accompanied by an adult!  ​Children MUST be supervised at all times!!

Lost Children? Report lost children to the nearest Security/steward of member of our team. Any lost children found, will be taken to the Children  the MAIN OFFICE of IMBER COURT.

​Is there a cloakroom or lockers? There is no cloakroom or locker facilities on -site. Please only bring along items that you are prepared to carry.​

What if I have any questions once I am at the festival? Please come to our Ticket Office at the front of Imber Court (Near Playground) where staff will be available to answer any questions/queries. If your question is security related please go to the nearest member of the security team,

What does VIP include? The VIP area includes entry to the DECKED SEATED AREA, with a designated table, near front of the stage and easy access to the Bars, Eateries and facilities. VIP tickets also include a free parking pass for front car park (KT8 0BT)

Can I bring a picnic? Outside of the Festival Arena there is plenty of green space to consume your own food/drinks if you wish.YOU WILL NOT be able to take food/drink into the Festival Arena. You will only be able to purchase food and beverages provided by approved vendors in the Festival Arena, This is for safety reasons, artists riders and insurance terms/conditions.There will be a variety of food vendors serving quality food and reasonable pricing. Random searching by our security will take place at the Festival any contraband will be confiscated and disposed of. 

Can I bring my own alcohol? No. The premises operate under a premises licence and we have a requirement to ensure licencing act is complied with that we promote responsible drinking. ​

Re-admission? Will  be strictly controlled by security . Please note at the security check point you will not be able to take alcoholic drink out of or into the Festival Arena.

Can I bring picnic chairs or blankets? You can bring picnic chairs, however it will be at your own risk for loss or damage. Please note these items are not allowed on the Gold Circle directly in front of the stage. Their is limited space outside the gold circle. Picnic blankets are not permitted.

Can I bring a Gazebo/Pop Up Tent? No, we are afraid not. The council's Health & Safety procedures only allow us to have structures that erected by approved suppliers. The risk would be if a Gazebo is taken away by the wind and injured another party. 

​Will I be able to pay cash for drinks?​ Yes, -  CARD PAYMENTS ARE ALSO PERMITTED​

Is there drinking water available? Yes, we will supply cups of drinking water which are free of charge Please note you will not be able to fill your own containers from this stall. Our main bars may provide drinking water on request. Please bear in mind, that the bars are extremely busy and they might not be able to accommodate you at all times.If you prefer bottled water, these can be purchased from the food vendors & bars.

Toilets & Baby Changing Facilities? There will be toilets located in and around the arena with facilities for baby changing.  Disabled access facilities will be provided.  

​Disability? We will provide disabled attendees who are in receipt of middle or higher rate Disability Living Allowance (DLA) or Personal Independence Payment (PIP), who purchase their own ticket, with 1 free ticket for a personal assistant to accompany them at the festival.  We do ask you provide evidence of DLA or PIP and fill in the personal assistant ticket form email us at: INFO@BUCKMOONFESTIVAL.CO.UK ​

Is the venue accessible? Yes, there is flat access around the festival site, however, it should still be noted that some areas of the grounds at the event are uneven and special care should be taken whilst moving around the site. The ground can be hard but of course can be muddy dependent on weather conditions. There is also a short distance from the entrance to the festival arena.  We would recommend arriving early at the event to find a spot suitable for your needs.  It is the responsibility of each person and/or their carer to ensure this event is suitable to attend.

​Bespoke Packages? Please email us: INFO@BUCKMOONFESTIVAL.CO.UK ​

Is there camping at the festival? There are no camping facilities at our festival. However, here are some links to local sites:http://www.lalehamcampingclub.co.uk/http://www.campingandcaravanningclub.co.uk/http://www.appscourtfarm.com/camping.htm ​

Where are the nearest hotels? Hotel Bosco (Surbiton): http://hotelbosco.co.ukHoliday Inn (Kingston): http://www.hikingstonwaterfront.comTravelodge (Chessington): http://www.travelodge.co.uk/hotels/282/London-Chessington-Tolworth-hotel?gclid=CNzJvsnaob4CFanpwgodihsADwThe Bear (Esher): http://bearesher.co.uk

Is there a local taxi service? Yes -  Esher Station Cars : 0208 398 7676 Hampton Court  Taxis 01932 949247 Travelsure Cars (Surbiton) : 020 8390 0800​​

Sound Levels Music Levels at all events can be a very sensitive issue: Elmbridge Borough Council set licensing conditions which include music sound levels. We do everything in OUR power to maximise the situation by employing the best PA and noise consultants. Added to the set levels , other influences such as atmosphere and wind conditions can make it extremely difficult to get the high music sound levels that some may expect. Should the levels not be to you liking, we can only apologise and rest assured that we have the best people working on it. Warning: Exposure to loud music can cause injury to your hearing , strobe lights and smoke machines may be use with in the site. ​​Should you have any issues during this event,  the contact number for the venue will be 0208 398 1267  option 4 , this includes any questions regarding noise . You do not need to leave your name when you call, however , if you could provide the location you are in, for example , the road name, we can send out a Independent Noise Consultant who can take a exact reading, which can be supplied to Elmbridge Council on your behalf.

​​​​Lost Property Within reason, we aim to collect , log and return items of property that are deemed to be genuinely lost by our visitors. Please email a description to INFO@BUCKMOONFESTIVAL.CO.UK 

​Theft / Pick Pocketing Unfortunately, pick pockets operate at large attended events and specifically target mobile phones. Please be street wise and keep your personal belongings somewhere safe. Only bring to the Festival what you really need to have a good time. Don't make life easy for pick pockets and keep all your belongings well hidden, make sure handbags are closed at all times. Don't become a victim of crime, be aware of the behaviour of those around you and report anything suspicious to a security guard, or member of the BUCK MOON FESTIVAL Team​

Will there be medical assistance available? Yes, should you require medical assistance, paramedics can be located at the medicall station LOCATED just before you enter the festival arena. We recommend you familiarise yourself with this location.​

What should I do with my rubbish? Litter is always an issue at festivals and we do have bins and litter pickers operating in the festival arena. PLEASE USE BINS PROVIDED.

TERMS AND CONDITIONS

1. Your possession of a BUCK MOON FESTIVAL Ticket constitutes your acceptance of these Terms and Conditions. 

2. Tickets are personal revocable licences and shall at all times remain Our property and subject to these Terms and Conditions. 

3. Upon purchase, please check Tickets carefully as mistakes cannot always be rectified after purchase.

4. Children 1 and under are free with a full paying Adult (18 or over). Children under 16 years old must be accompanied by a parent or guardian (18 or over) at all times. We do not accept any parental or supervisory duty of care or liability for any under 18’s on site.

5. You will not be permitted to bring your own alcohol or food into the event. 

6. Please contact Us in advance of the Event if You have any specific access requirements in relation to the Event, otherwise it may not be possible for Us to meet your needs. All requests should be emailed to INFO@BUCKMOONFESTIVAL.CO.UK 

7. If you arrive at the Festival and your e-ticket has already been scanned, you will not be able to gain entrance to the festival arena. Each e-ticket has a unique code and can not be duplicated or scanned twice. We have a record of the time that the e-ticket was scanned and when entrance was made.. 

8. Your Ticket may be invalidated if any part of it is removed, altered or defaced. 

9. Where necessary, We reserve the right to make alterations to the published Event or programme. Artists and billed attractions are subject to change. Our liability for the cancellation, rescheduling or material change to an Event is limited to the refund set out in condition 11 below. 

10. We will not refund or exchange this Ticket unless the Event is cancelled or re-scheduled or there is a material change to the Event. A ‘material’ change is a change which, in our opinion, makes the Event materially different to the Event that any purchaser of a Ticket could reasonably expect. A change to the artists performing at the Event shall not be a material change. The refund for Tickets equals the face value of the Tickets purchased but excludes any booking fees and transaction fees. Personal arrangements including travel, subsistence and accommodation relating to the Event which have been arranged by You are at Your own risk and We shall not be liable for any loss of enjoyment or wasted expenditure beyond the Ticket price and relevant booking fee (excluding any transaction fees). 

11. If an Event is rescheduled or materially changed, You must claim Your refund in good time before the rescheduled or materially changed event takes place. If an Event is cancelled, You must claim Your refund within 3 months from the date of the Event. 

12. You agree that We will not be liable for any loss, injury or damage to any person (including Yourself) or property however caused (including by Us): (a) in any circumstances where there is no breach of a legal duty of care owed by Us; (b) in circumstances where such loss or damage is not a reasonably foreseeable result of any such breach (save for death or personal injury resulting from Our negligence); or c)  to the extent that any increase in any loss or damage results from breach by You of any of these Terms and Conditions. 

13. You may not re-sell or transfer a Ticket if prohibited by law. Where a Ticket is offered for re-sale in accordance with these Conditions, You must provide the buyer with full details of the Ticket. The buyer of a Ticket must be made aware of these Conditions and any other terms and conditions applicable to the Event.

14. You may not combine a Ticket with any hospitality, travel or accommodation service and/or any other merchandise, product or service to create a ticket package (“Ticket Package”) and sell or otherwise transfer (or facilitate the sale or transfer of) such Ticket Package for profit or commercial gain, offer such Ticket Package as an incentive or prize in a promotion or competition, or otherwise dispose of such Ticket Package in the course of a business.

15. If You have obtained this Ticket in breach of these Terms and/or if You breach any of these Terms then it shall be void, and all rights conferred on You or evidenced by such Ticket shall be void. If You seek to gain entry to an Event using a void Ticket then we reserve the right to refuse You entry to or eject You from the Event and You may be liable to legal action for trespass. Void tickets are non-refundable.

16. We reserve the right to refuse You entry to and/or eject You from the Event and/or Venue in reasonable circumstances including without limitation for health and safety or licensing reasons; if You behave in a manner which has or is likely to affect the enjoyment of other persons at the Event; if You use threatening, abusive or insulting words or mannerisms; if you are found in possession of any prohibited item or substance; if in Our reasonable opinion You are acting under the influence of alcohol or drugs; if You fail, when required, to produce proof of identity or age; if You breach these Terms; or if Your Ticket is void.

17. We reserve the right to conduct security searches from time to time, and to refuse admission to You, or eject You, from the Event and/or Venue should You refuse to comply with such security searches. No refunds will be given to You if You are refused entry or ejected due to Your own behaviour.

18. We reserve the right to confiscate any item, which in Our reasonable opinion may cause danger or disruption to any other persons at the Event or is one of the items not permitted in the Venue as listed on the Event website. Without limitation, the following may not be brought into the Venue: Aerosols over 250ml, Airhorns, Alcohol, Animals (except for assistance dogs), Balloons, Barbecues and any kind of cooking apparatus, Bicycles, Blowtorches, Drinks including bottled water, Drones, Drugs, Gas canisters, Gazebos/parasols/large (golf) umbrellas, Glass (including glass makeup or perfume bottles), Food hampers/cool bags/boxes, Fireworks, Flags on poles, Flares, Illegal substances, Items which may be regarded as weapons, Legal highs (inc Nitrous Oxide and associated equipment including balloons), Laser equipment/pens, Liquids/gels over 100ml, Megaphones, Pyrotechnics, Recording or transmitting equipment*, Roller skates, Scooters, Sky or ‘Chinese’ lanterns, Smoke bombs, Sound systems (including personal speakers), Spray cans, Tabards/high viz jackets, Tables.

19. We can take Cash & Card payments . The nearest cash machine is inside the main Imber Court building. Some of our independent food and stall vendors are also able to take card payments.  

20. We are operating the ‘Challenge 25’ policy at the bars, so any person who appears to look younger than 25 may be asked for ID. If they cannot provide suitable ID, the bar will refuse to sell them alcohol.  

21. Please note that the drinking age for the ‘Challenge 25’ policy is actually 18.

22. We accept the following ID: Passport, Photo Driving License, Prove It Cards that carry the PASS logo (e.g. CitizenCard, ONE-ID4U, Validate UK). We would also like to point out that photocopies of these documents will not be accepted as valid ID at this event.

23. Music is a right and everyone, regardless of gender identity, race, or ability, should be able to enjoy a safe festival experience.

24. No Commercial videography, photography or audio recording is permitted without the written authority of HDF. Private photography is permitted.

25. You attend this event at your own risk, and by doing so you consent to filming, photography, audio recording as a member of the audience and use of such material by the organiser for commercial and non-commercial use.

26. Please respect our neighbours and leave the Festival quietly, 

27. We want all our visitors to have have a great time at BUCK MOON Festival and our team are there to help should you need any assistance. Bearing this in mind, we do operate a zero tolerance policy to any abusive, aggressive or attacks against any members of the BUCK MOON  FESTIVAL team. Any attendees who use threatening or offensive behaviour, either verbal or physical will be removed immediately from the festival.