Terms & Conditions

Who we are

Here at Wake The Tiger Ltd (company number 13279108), trading as Wake The Tiger, we take the protection of your personal data very seriously and are committed to maintaining the trust of our customers and visitors to our website in this respect. We have compiled this Privacy Policy to let you (Data Subject) know when and why we collect your personal information (Personal Data), what we do with it, how we store it and the circumstances in which we may disclose it to others. This would only ever be in the course of our business operations to provide you with the service(s) you have chosen such as tickets, memberships or working with us for example. We never sell, rent or trade email lists or personal information to other companies for marketing purposes.

We have put in place generally accepted standards of technology and operational security in order to protect your personal data from loss, misuse, or unauthorised alteration or destruction. However, no website can be completely secure and so we would urge you to notify us if you have any concerns. We will notify you promptly in the event of any breach of your personal data which might expose you to serious risk.

Data Protection Principles

Anyone processing Personal Data must comply with the eight enforceable principles of good practice. These provide that Personal Data must be:

1. processed fairly, lawfully and in a transparent manner (Fairness, Lawfulness and Transparency),
2. processed for specified, explicit and legitimate purposes and in an appropriate way (Purpose Limitation),
3. adequate, relevant and limited to what is necessary for the stated purpose (Data Minimisation),
4. kept accurate and up to date (Accuracy),
5. not kept longer than necessary for the stated purpose (Storage Limitation),
6. processed in a manner that ensures appropriate security of Personal Data, including protection against unauthorised or unlawful processing, accidental loss, destruction or damage, by using appropriate technical or organisational measures (Security, Integrity and Confidentiality),
7. not transferred to another country without appropriate safeguards being in place (Transfer Limitation), and
8. processed in line with Data Subjects’ rights (Data Subject’s Rights and Requests).

We are responsible for and need to demonstrate compliance with the Data Protection principles listed above (Accountability).

Fairness and lawfulness

The purpose of UK GDPR and UK Data Protection laws is not to prevent the processing of Personal Data, but to ensure that it is done fairly and without adversely affecting the rights of the Data Subject.

UK GDPR allows processing of Personal Data for specific purposes, which are where it is needed:

1. For the performance of a contract,
2. To comply with a legal obligation,
3. In order to pursue our legitimate interests (or those of a thirdparty) and where the interests and fundamental rights of the Data Subject do not override those interests,
4. To protect the Data Subject’s vital interests,
5. In the public interest, or
6. In situations where the Data Subject has given explicit consent.

Ticket Agent

• Tickets – Roller are our ticketing agent and manage the ticket process on our behalf. When you choose your tickets through our website you provide your details and complete your purchase. Roller will only use your personal information in relation to the ticketing process, including payment for your booking. They will not use these details to communicate offers, products or other experiences that are not related to Wake The Tiger, unless you have explicitly agreed to this at the time of purchase or you have previously registered with them for other events.
• When booking any other services through the ticket process, your personal information will be shared with our partners providing those services for the sole purpose of providing the service to you. You will not be contacted by our partners about anything other than your booking, unless you have expressly agreed to this at the time or you have previously registered with them to be kept informed.
• If you sign up to our text messaging service your mobile phone number will be passed to our mobile text messaging service provider only for the purpose of sending you important texts in relation to the experience or the service to which you have subscribed.
• When you make a purchase through our online shop, some of your information is shared with our payment processor, Stripe. You can read their privacy policy here. Your financial information is never held on our servers. If you purchase a physical item that requires shipping, some of your personal information is shared with Royal Mail for the purpose of ordering postal services. You can read their privacy policy here.
• Where we are obliged to do so with regard to the Government’s Track and Trace initiative we comply with all relevant data protection laws in all our dealings with your personal data and ensure that our Data Processors do the same.

We comply with all relevant data protection laws in all our dealings with your personal data and ensure that our Data Processors do the same.
Special Categories of Data will only be processed with explicit consent of the Data Subject, unless the Data Controller can rely on one or more of the other lawful bases set out above.Occasionally there may be instances where we will require you to provide additional personal information, some of which may be sensitive (for instance for accessibility, lost property, feedback/complaints). We will always tell you why we are collecting your information and how we will use it.

Photography and video

We do have photographers and videographers filming at times during the experience, which is clearly stated in our Terms and Conditions when you purchase a ticket. This allows us to capture images for use in future promotion on our website, marketing materials and social media. These are general shots but may include photos of individuals. If this is the case, we will always try to ask your permission beforehand, but this may not always be possible.
We will not take or use images of children without the express written permission of parent(s) or guardian(s).
We will store your images for a maximum of three years, unless you advise us otherwise.

Disclosing Personal Data

We reserve the right to access and disclose Personal Data to comply with all applicable laws and lawful Government requests or requests by the police investigating suspected illegal activities, to operate our systems properly or to protect the rights, safety or property of Wake The Tiger, our website users or others. This includes any mandatory obligation to provide Personal Data of attendees to the experience, where requested by the Government Track and Trace Initiative as a response to the Covid 19 Pandemic.

Tracking Cookies Data

When you use our sites (including mobile sites or mobile apps), we and third-party organisations may collect information by using ‘cookies’ and other technologies (for simplicity we refer to all such technologies as ‘cookies’).

When visiting our sites, creating an account or when you buy tickets, you agree to us and third-party organisations using 'cookies' in line with your cookie settings. You can use the Cookie Consent Tool to change your preferences at any time.

What Are Cookies?

A cookie is a small text file - containing small amounts of information - that passes to your computer through your web browser so that the website can remember who you are. The length of time a cookie will stay on your computer depends on whether it is a persistent or session cookie. Session cookies are temporary cookies that stay on your computer until you leave the website. Persistent cookies stay on your computer after you have finished browsing until they expire or are deleted.

A pixel tag or sometimes called a web beacon is an invisible image with a line of code which is placed within an email message or on a web page. Cookies can either be categorised into First- or Third-Party cookies. “First Party Cookies” are cookies that Wake The Tiger places on your device whereas “Third Party Cookies” are cookies that another party controls but are placed on your device when you visit our site. For example, we use Google Analytics cookies to gather information about the user experience on our website.

What Are Cookies Used For?

Cookies can be put into one of the following categories: strictly necessary; analytics, functionality and advertising cookies. The table provides more information about each category.

Essential Cookies

These cookies are essential to make our website work. They enable you to move around the site and use its features. Necessary services, like the ability to access secure areas cannot be provided without these cookies.

For example, keeping you logged in during your visit. Without these cookies the site might forget you and you’d have to constantly log back in. When you buy tickets, cookies make sure they’re still in your shopping basket when you get to the checkout.

Analytics Cookies

These cookies collect information about how people use our site, such as which pages are most frequently visited, and how people are moving from one link to another. Information collected on our open site is grouped together with information from other people’s use of our site on an aggregated basis. If you have logged into the client portal, we may associate information from the cookies with your account. Overall, these cookies provide us with analytical information about how our site is performing and how we can improve it.

Functionality Cookies

These cookies allow us to remember choices you make and tailor our site to provide enhanced features and content to you. For example, these cookies can be used to remember your username (but not your password), they can also be used to remember changes you’ve made to text size, font and other parts of pages that you can customise.

Advertising and Marketing Cookies

These cookies are used to deliver marketing and advertising messages that are tailored to you based on what you have browsed, purchased or shown interest in. We use these cookies in conjunction with third party organisations who provide tools that enable us to group you with other users to target these messages and adverts. For example, when you browse our websites or apps, add tickets to your basket or make a purchase you may subsequently see adverts or messages for these or similar events. This could include an advert on Facebook, search results in Google or an email from us reminding you still have tickets in your basket. All third parties we work with conform to online behavioural advertising (OBA) industry standards to ensure you are not personally identified and you have the options to opt out in the future.

How To Manage Cookies From This Site

In addition to our Cookie Consent Tool, most browsers will enable you to manage your cookies preferences e.g. have the browser notify you when you receive a new cookie or use it to disable cookies altogether. If you do decide to disable or delete these altogether some sites won’t work as well as they rely on cookies to provide you with the service that you have requested. If you do decide to disable or delete them altogether some sites won’t work as well as they rely on cookies to provide you with the service you have requested (see Strictly Necessary Cookies, above).

If you do not wish to allow us and third-party organisations to use cookies within our emails, such as pixel tags, the best way to do this is not to enable images when you view our emails. In other words, only view the plain text of the email. Some web browsers and email clients have settings or extensions available to disable / block such cookies such as Gmail.

Changing Browser Settings - You can change your browser settings to limit which cookies can be set. These settings are usually found in the ‘options’ or ‘preferences’ menu for your browser.

Tracking Cookies Data

Third parties, including Facebook, may use cookies, web beacons, and other storage technologies to collect or receive information from our website and elsewhere on the internet, and use that information to provide measurement services and target ads. With Facebook remarketing you may see our ads on Facebook after you have visited our site. For this to happen Facebook uses a Custom Audience Pixel, which is activated once a visitor lands on a webpage and a unique cookie is placed in their web browser. Facebook lookalike audience targeting allows us to show ads on Facebook to people who are similar to those who have already visited or made a purchase from our website. To opt out of Facebook’s collection and use information for ad targeting visit: https://www.facebook.com/help/568137493302217

Newsletter and Mailing lists

As part of the registration process for our e-newsletters we collect personal information. We use that information to tell you our latest news, information on ticket and event updates, videos and photos. We also use it to update you on information that you have asked us to tell you about. We don’t rent or trade email lists with other organisations and businesses.

We use a third-party email newsletter provider, Klaviyo, to deliver our newsletters. We gather statistics around email opening and click throughs using industry standard technologies to help us monitor and improve our e-newsletter. For more information, please see here. You can unsubscribe to general mailings at any time of the day or night by clicking the link at the bottom of the email.

Data Retention

We only hold your Personal Data on our systems for as long as is necessary for the relevant purpose. If you want us to remove your details from your subscriptions (providing you do not have any bookings, any other contractual agreements or there is a legal basis for not doing so) then you can email us at info@wakethetiger.com any time to request this. Please put ‘Personal Data’ in the subject heading.

Access to your personal information

You are entitled to view, amend, or delete the personal information that we hold in line with UK data protection law.

If you have any further questions or comments concerning your privacy, wish to access the Personal Data held about you, delete, or update information we hold about you, please contact info@wakethetiger.com (please put ‘Personal Data’ in the subject heading). In order to verify your request we will require two forms of identification (e.g driving licence, passport, birth certificate, council tax bill, vehicle registration document). These forms of ID will be reviewed and held on our systems in line with this privacy notice.

We welcome your comments on privacy issues so please do contact us with any queries or suggestions.

You have the right to lodge a complaint in relation to the processing of your Personal Data with the Information Commissioner’s Office, the public body responsible for information rights. More information can be found on their website at https://ico.org.uk, or you can write to them at:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

https://ico.org.uk/concerns
Tel: 0303 123 1113

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Ticketing Terms and Conditions

All visitors to Wake The Tiger are subject to the following Terms and Conditions and by acquiring one or more tickets to this experience you confirm to the promoters that you accept these terms and conditions of use.When using the term “The Experience” this refers to Wake The Tiger Ltd, 127 Albert Road, Bristol, BS2 0YA.

General Admission Tickets

One purchased ticket entitles one person to enter The Experience on one single occasion. The ticket includes VAT and is valid for one admission and once scanned by a crew member it will become invalid for re-admission. Once a visitor has left The Experience, he/she/they will need to buy an additional ticket to re-enter.

Tickets are valid only for the date and time stated. Please check your tickets upon receipt, as mistakes cannot always be rectified.

Amends to your booking can only be made up to 48 hours before arrival and is subject to availability. If you are at all unsure about the date and time you are booking, then at the point of purchase you have the option to choose refund protection through Ticketplan.

The Experience reserves the right to refuse admission and may on occasion conduct security searches to ensure the safety of the visitors.

Wake The Tiger reserves the right to amend or make alterations to the published details of The Experience as shall become necessary.

Admission is at the ticket holder’s own risk.

Where ticket prices vary according to age, the following applies:

An adult is anyone 16 years or older

A person aged 5-15 is considered a ‘child’

Any child under the age of 5 can attend free of charge

Child tickets cannot be purchased without an adult ticket. No persons under the age of 16 will be admitted to The Experience unless they are accompanied by someone aged 18 years or over and such child or children whilst on site must remain under the control or supervision of an adult at all times.

The price of the tickets may vary upon occasion and the prices advertised are not guaranteed.

Once acquired, either by purchase or on a complimentary basis, tickets are non-refundable, non-transferable and void if altered. If the ticket is re-sold or transferred for profit or commercial gain by anyone other than Wake The Tiger or one of its authorised agents, it will become voidable and the holder may be refused entry or ejected from The Experience. Lost tickets will not be replaced.

Tickets will include entry to all areas of The Experience.

From time to time tickets may be issued under special promotions either direct or via the promoter’s media and/or agency partners. These tickets will be subject to availability as well as to any terms and conditions which pertain to this relevant promotion.

Pre-Booked TicketsLatecomers may not be admitted and may have to wait for a suitable time slot to open up. If no suitable time slot is available, latecomers may be refused entry.

If you cannot make your booked time and date slot, please email info@wakethetiger.com to request a change. This request must be sent in writing at least 48 hours in advance of the original booked visit. The original booking can only be swapped for times and dates on the booking system that are available, and may incur additional charges depending on peak and off peak times and where price increases have been applied. One amend request will be completed free of charge. After this, an amend fee of £5.00 will be incurred every time an amend is requested and carried out. This must be paid before the amend is confirmed otherwise your amend will not be completed.

If you require to change the name of the lead booker on the ticket/s, you must email info@wakethetiger.com from the email address used for the booking at least 24 hours before your visit and include the new name and email address of the new lead booker. All ticket/s booked with the original lead booker will transfer to the new lead booker.

Tickets purchased via the Wake The Tiger website will be emailed. Tickets can be kept on mobile phones for scanning or offered a ‘print at home’ facility. It is recommended the visitor arrives at least 15 minutes before their purchased time-slot.

Tickets purchased via any one of the authorised selling agents will be subject to those agents’ own terms and conditions, including the delivery of the ticket.

Wake The Tiger is promoting a planet-friendly, paperless approach. Therefore, we will not be printing tickets either for pre-sale or on site. All tickets and receipts will be delivered via e-mail for the visitor to keep electronically. Please check your booking confirmation email carefully as soon as you receive it. Contact us immediately if any information on the confirmation appears to be incorrect or incomplete as it may not be possible to make changes later.

Upon arrival at The Experience, visitors will need to show their booking/barcode to the crew on the door to be scanned. If a visitor has lost this information, the crew can search for their booking by name.

The person placing the ticket order must be authorised to make the booking on the basis of these terms and conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18. The party leader is responsible for making all payments due to us. The party leader must be at least 18 when the booking is made.

Tickets purchased online or in advance cannot be used in conjunction with any other offer promotion or voucher.

Special Event TicketsSpecial events are events hosted by Wake The Tiger, sold via wakethetiger.com. Any events hosted by a third party at Wake The Tiger will have their won terms & conditions.

Special event tickets are not bound by the General Admission ticket terms & conditions.

Special event tickets are non-refundable unless otherwise stated.

Monetary Gift Vouchers*

Once your order is complete, payment will be taken, and at that point the Contract between us will be formed.

Vouchers are valid for 12 months from purchase (must have booked and visited by this date). Any monetary gift vouchers purchased on or before 1st February 2024 have an expiry date of 1st February 2025.

Expired vouchers cannot be refunded or redeemed.

Vouchers cannot be refunded or exchanged for cash and are not for resale.

Replacements or refunds will not be offered for lost, destroyed or stolen vouchers.

The value of an voucher cannot be split across multiple visits to the experience.

Under exceptional circumstances where refunds are authorised, refunds will be made to the person who purchased the voucher using the same means of payment used for the initial purchase.

Once an experience has been booked using the voucher the right to cancel the voucher will be lost.

Vouchers cannot be transferred between product/service types, they are valid for the product/service displayed on the email only.

Vouchers cannot be used for any food or drink products sold in the on-site café, or in conjunction with any special events, promotions, or discounts.

Incomplete or amended vouchers are invalid and cannot be redeemed.

We reserve the right to amend what the vouchers can be spent on at any time.

Our vouchers are not covered by the Financial Services Compensation Scheme. In the unlikely event of Wake The Tiger becoming insolvent, some or all of the credit on the vouchers may not be available to spend. However, if you made your purchase using a Visa Credit or Debit card or a MasterCard Credit card, you may be able to make a claim under the protection offered by Visa or MasterCard; please read the terms and conditions of your card provider.

*Excludes Membership vouchers.

Memberships

• Once your order is complete, payment will be taken, and at that point the Contract between us will be formed.
• Memberships are valid for 12 months from purchase (must have booked and visited by this date).
• Expired membership vouchers cannot be refunded or redeemed.
• Membership vouchers cannot be refunded or exchanged for cash and are not for resale.
• Replacements or refunds will not be offered for lost, destroyed or stolen membership vouchers.
• Under exceptional circumstances where refunds are authorised, refunds will be made to the person who purchased the membership voucher using the same means of payment used for the initial purchase.
• Once an experience has been booked using the membership voucher the right to cancel the membership voucher will be lost.
• Membership vouchers cannot be transferred between product/service types, they are valid for the product/service displayed on the email only.
• Vouchers cannot be used in conjunction with any special events, promotions, or discounts.
• Incomplete or amended membership vouchers are invalid and cannot be redeemed.
• Membership benefits are subject to change and at the discretion of the General Manager.
• Our membership vouchers are not covered by the Financial Services Compensation Scheme. In the unlikely event of Wake The Tiger becoming insolvent, some or all of the credit on the vouchers may not be available to spend. However, if you made your purchase using a Visa Credit or Debit card or a MasterCard Credit card, you may be able to make a claim under the protection offered by Visa or MasterCard; please read the terms and conditions of your card provider.

Refunds

Tickets you purchase are for the visitor and the visitor party’s personal use only. You and your party must not resell or transfer (or seek to resell or transfer) a ticket.

Prior to purchase you will be offered refund protection. We strongly recommend that you include this option. Your booking is non-refundable and this will protect you against cancellation resulting from accidents and illnesses. Full details are included in the TicketPlan terms and conditions, which we advise you read and retain. These can be seen here: Terms & Conditions.

You will also have the option to not protect your booking however you understand that no refund will be available if you are unable to attend The Experience.

Health & Safety

Wake The Tiger crew may need to draw visitors’ attention to certain health and safety procedures to which all visitors must adhere.

Wake The Tiger will endeavour to be open and operational during published hours, but reserves the right to close The Experience on any given day, whether for security or any other reason, without notice. In the event of such closure, any tickets issued for use only on the day of closure will be exchanged or refunded by Wake The Tiger either directly to the visitor, or via the selling agent from whom the ticket was purchased. No further compensation will be paid.

Wake The Tiger reserve the right to alter, close or remove details or exhibits without prior notice for technical, operational or other reasons and that no refunds or price reductions will be given in these circumstances.

Visitor Conduct

Within The Experience, the following prohibitions apply:

• No smoking
• No pets or animals except for assistance dogs
• No consumption of food or drink (refreshments can be purchased and consumed in the cafè bar after The Experience)
• No offensive weapons
• No access to any area of The Experience other than those designated for access by visitors
• No unnecessary noise or behaviour likely to annoy or offend other visitors
• No intimidating behaviour towards exhibition staff
• No use of illegal drugs
• No consumption of alcohol except in authorised places and in accordance with the Licensing Act 2003

The promoters reserve the right to refuse entry or to expel from The Experience any visitor who fails to observe the prohibitions as above, or who they consider likely to affect the safety and/or enjoyment of any other visitor or member of staff.

Security

In the interests of safety, visitors may be asked to submit to a search of their person or belongings and anyone refusing to submit or to be found in possession of materials believed by the promoter or the venue to be dangerous or unsuitable will be denied entry or removed from The Experience.

Visitors must keep their personal belongings with them at all times and the promoters accept no responsibility for loss, theft, or damage to any personal belongings brought into The Experience.

Wake The Tiger advises against bringing any large bags into The Experience and storage facilities or lockers are not available. Wake The Tiger shall have no liability for any loss or damage arising on the premises, and accept no liability for travel expenses or any other out of pocket expenses incurred.

Photography

From time to time Wake The Tiger, the promoters (or other authorised third parties) may carry out photography or other recording at The Experience, and any images or recordings may feature visitors. Visitors consent to the use of such images by the Promoter and/or The Experience in connection with advertising, promotions or monitoring and acknowledge that the copyright in such images rests with The Promoter and/or Wake The Tiger and/or any authorised third party.

If you do not wish to be featured in any photography or other recording please speak to a member of staff.

Complaints

In the unlikely event of experiencing any problems or needing to make a complaint this must be made in writing within 28 days of your visit along with the booking reference and full details of the complaint, and sent to:

Wake The Tiger.

127 Albert Rd,

Bristol,

BS2 0YA.

Governing Law

These terms and conditions are governed by English law and the courts of England and Wales will have exclusive jurisdiction in respect of any dispute.

These conditions of sale may be changed without notice.

Please direct any queries to info@wakethetiger.com.

Changes to this Privacy Notice

We reserve the right to update this privacy notice from time to time so please do check it each time you submit any Personal Data to us.