GENERAL

These terms and conditions should be read together with Heartland Music Festival Code of Conduct. These can be obtained at the point of purchase from the official e-ticket agent. Your purchase of a e-ticket(s) constitutes your acceptance of these terms and conditions.

The organiser of this event is Heartland Music Festival 2024. Reference to the organiser is made where applicable in these terms and conditions.

Where local or national government guidance or changes in law come into effect which may necessitate an addition or revision of these terms and conditions the organiser reserves the right to do so. Notification of any such revision or addition will be displayed on the event website and communicated to e-ticket holders by email.

These terms and conditions are governed by Scottish Law. Any dispute in connection with these terms and conditions will be under the jurisdiction of the Scottish courts.

AGE POLICY

All ages are welcomed at this event although due to the nature of the event there will be loud music, it is therefore your responsibility to ensure that if you bring babies and young children, they will have suitable headsets so as not to affect their hearing.

Those 17 years and under need to be accompanied by an adult of 18 years of age or above.

Proof of age may be requested on entry (acceptable forms of ID are a driving licence or Young Scot card). Failure to produce a valid ID may result in access to the event being denied without refund.

E-TICKETS & ENTRY

All e-tickets are sold subject to the conditions and any other rules and regulations referred to herein or that may be applicable to the event or venue at any time. Purchase or possession of a e-ticket constitutes acceptance of the terms and conditions.

E-tickets are sold subject to the Promoter’s and the Management’s right to alter or vary the advertised event where reasonably necessary. Artists and billed attractions are subject to change. Refunds are only considered on major cancellation, material alteration or by special exception determined by the Management in its sole discretion, please see Refunds, Cancellations & Postponements below.

Only customers holding a valid e-ticket with QR code or printed ticket with QR code, will be admitted to an event. You must retain your e-ticket on your person at all times during the event. The event has age restrictions which need to meet the relevant e-ticket requirements. Please refer to the restrictions advertised at the time of booking your e-ticket. It is your responsibility to check that you and your guests are permitted to attend the event and have the appropriate e-ticket(s). Do not buy e-tickets or goods from unlawful sources.

If you are under the age of 18 you must be accompanied by a responsible adult, who must be your parent, guardian or nominated guardian. We (or representatives of Heartland Music

Festival 2024) may ask you for proof of age or your accompanying adult for proof of parentage or authority as your guardian.

Upon purchase, please check e-tickets carefully as mistakes cannot always be rectified after purchase. E-tickets are not issued on a sale or return basis and refunds will not be made on returned e-tickets unless provided for under the conditions.

You must keep any wristband and physical e-ticket with you at all times. Any wristband or physical e-ticket which is removed, altered, or defaced may be invalidated.

It is your responsibility to ensure that your mobile phone is charged and that you have downloaded your e-ticket from Festival Pro in advance of attending the event. You must show your mobile e-ticket upon entrance and when requested throughout the duration of the event.

If you have any specific access requirements or concerns about any special effects (for example lighting, sound, audio-visual or pyrotechnic effects) which may be featured at the event, please discuss any such issues before purchasing the e-tickets with Management by contacting tickets@heartlandfestival.co.uk. Management will use its reasonable efforts to assist with any such special access requirements or concerns.

It is your responsibility to ascertain whether an event has been cancelled or re-scheduled and the date and time of any rescheduled event. Where an event is cancelled or re-scheduled, the Management will use its reasonable endeavours to notify you using the details you provided at the time of booking. The Management does not guarantee that you will be informed of such cancellation before the date of the event. It is your responsibility to inform the point of sale from where you bought the e-ticket of any change to the contact address, telephone number or email address you provided at the time of purchase.

We will not issue duplicate e-tickets. It is your responsibility to keep your e-tickets safe.

You only have the right to entry to the event specified on the e-ticket.

We have the right to not admit you to the site or to require you to leave the site. If we do this for any of the reasons listed below, you will not be entitled to any refund. You are not entitled to a refund if we refuse you admission or require you to leave the site where, in our reasonable opinion (or the reasonable opinion of representatives of Heartland Music Festival 2024):

a. you are under the age of 18 and not accompanied by an appropriate adult;

b. you have no e-ticket;

c. your e-ticket has already been used by someone else, has been bought from an unauthorised reseller, or is fake;

d. you are under the influence of alcohol or drugs;

e. you behave inappropriately in a way that causes or is likely to cause distress to other people (and that behaviour either continues after a warning or is so bad that it is reasonable to refuse admission or require you to leave the site without a prior warning);

f. you breach any of the rules set out below under the heading Prohibited items; or

g. you present a risk to the safety of other people or the safe operation of the Festival.

E-tickets purchased from unauthorised sellers will be voided and entry refused without refund.

E-tickets cannot be resold, traded, used as a prize or for any other promotional purpose by any individual or organisation without the permission of the organiser.

E-tickets must be valid, presented in full and not tampered with to gain access to the event site

If e-tickets have been obtained in breach of these terms and conditions, or if you enter or attempt to enter the event site in breach of these terms and conditions, we reserve the right to refuse you entry or evict you and you may be liable to legal action. Voided e-tickets will not be refunded.

We reserve the right to search bags on entry and your refusal could result in you being refused entry.

DISABLED ACCESS

If you have any disabled access requirements, we offer a free designated drop off area with assistance into the site including from the pre-paid parking area. There will be an allocated disabled parking area nearer to the venue. Please ensure that you tick the require disabled assistance box when booking your tickets and we will contact you one month prior to the festival to discuss your needs.

The event is situated in an outdoor venue, in a country park. Concert goers should be aware that the main arena, car park and surrounding areas can be uneven terrain and at times difficult to navigate.

Reasonable measures will be put in place to assist with the accessibility requirements of concert goers. An uncovered viewing area will be reserved for ticket holders. This area will have its own toilet facilities.

There will be a dedicated and manned drop off point and a dedicated text number for help during the festival. Due to the loud music at the event all enquires will need to be by text.

If you consider that because of a disability you are unable to attend a concert alone, you may request a concession ticket for a carer/personal assistant, providing you entitled to the higher level of either disability living allowance, (DLA) or attendance allowance, (A/A), or the enhanced rate of personal independence payment (PIP).

Please e mail tickets@heartlandfestival.co.uk if you require any further disabled assistance information. If you arrive without making prior arrangements it is more likely that you will not be able to access all facilities.

All tickets must be purchased in advance. Anyone turning up on the day without making prior arrangements may not be able to access the event or our facilities. However, we will always try to accommodate any late requests.

CAR PARKING

You must possess a valid car parking ticket to the event. The car parking ticket should be printed out before attending the event and must be advertised in the front of your vehicle upon entry to the event ground. It should be visible at all times. There are NO facilities to purchase a car parking ticket on the day whilst at the event. If your car parking ticket is not displayed, you may be refused entry to the car park.

Any vehicles on the site must remain stationary once you have arrived and until you finally depart. Any vehicles not cleared off the site by 15.00 on the Monday following the event may be towed away and we will charge you a reasonable amount to cover our costs of this before your car is released to you.

REFUNDS, CANCELLATION & POSTPONEMENT

Tickets are non-refundable and non-transferable. Refunds will only be offered in the event of a total cancellation or material alteration to the event.

Material alterations are deemed to be changes, which in the organiser’s opinion, amount to a material change to the event which e-ticket purchasers could have reasonably expected.

Material alterations do not include changes to the line-up, poor weather, late starts or early finishes (where the majority of the event has taken place).

If only one or other (but not both) of the days of the event are cancelled, then only a proportionate refund may be offered.

If the festival is postponed, e-tickets will be automatically transferred to the new date(s) free of charge. If you are unable to make the new date, you may request a refund. We will communicate options to e-ticket holders via email.

Refunds should be requested from the point of purchase.

There are no refunds of booking fees and/or order fees.

SECURITY

This is a condition of entry. Your bag may be searched at point of entry. You may also be subject to a body search. Your bag may also be searched at anytime and anywhere on the event site by a member of security. Any items which you are not allowed to have on the site (as set out below) will be confiscated, temporarily or permanently (though you will normally be given the chance to take the items away and re-join the queue from the back without those items).

Any item which could reasonably be considered as a weapon, or used as a weapon, or which could cause harm or distress to another person will be confiscated and the person carrying the item will be refused entry or evicted without refund and may be handed to the police.

Any person in possession of an illegal item/substance or conducting an illegal activity will be refused entry or evicted without refund and may be handed to the police.

Any person whose behaviour is deemed by the organiser to be disruptive, dangerous, or inappropriate may be refused entry or evicted without refund.

CCTV will be installed and in operation throughout the event premises including an overhead drone, which will be recording the event, at arrival and departure points.

PROHIBITED ITEMS

Bags larger than A4 size are not permitted into the main arena. One bag allowed per person

As well as items mentioned elsewhere in these terms and conditions the following items are not permitted within the event site:

• Your own alcohol (but alcohol purchased at the Festival is allowed)

• Soft drinks

• Food

• Any glass containers

• Potential harmful fluids (for example paint stripper)

• Weapons – bladed or pointed

• Umbrellas

• Flags or banners

• Marker pens

• Laser pens

• Non-prescription drugs, including the previously described ‘legal highs’

• Professional photography or recording equipment sound systems

• Chinese lanterns, Fireworks/Flares/Laser candle lights/Gas canisters/BBQ’s

• Sparklers

• Any other type of explosive

• Windbreaker/tents/gazebos

• Bicycles

• Aerosols or gas canisters

• Air horns, klaxons, megaphones, drums or any similar items

• Laser Lights and Drones

• any personalised motorised vehicle (but mobility vehicles and wheelchairs are allowed);

• any radio communicators

• personal generators

• leisure batteries or vehicle batteries (lithium-ion “power bank” batteries with the “CE” mark are permitted)

• barbecues of any sort, camping stoves of any sort or any other heat-producing cooking equipment

• You must not smoke in any enclosed spaces or other areas which any signs say are no-smoking areas. This includes e-cigarettes (and similar things).

If the above items are found either of the following may take place:

• Allow the person to leave the site of their own accord

• Refuse entry

• The person to surrender the items and allowed to remain

• The person has the items confiscated and is also evicted from site

• Items which are surrendered or confiscated will not be returned. Any person who resists the surrender or confiscation of a banned item may be refused entry or evicted without refund.

FOOD & DRINK

A challenge 25 policy will be in operation at the bars’ ensuring access is restricted to persons 18 and over. Proof of age may be required. Please bring an acceptable photographic ID such as a Young Scot card or driving license.

No food or drink can be brought into the event site. If you need to bring specific food or drink for medical reasons, please contact us at tickets@heartlandfestival.co.uk.

Sealed water bottles up to 500 ml are allowed on site or empty refillable water bottles. If you bring refillable water bottles prefilled, security may/can empty them at the gates. They can then be refilled once inside the venue.

HEALTH & SAFETY

You must comply with any instruction given by a member of security, steward, or event team.

Smoking is prohibited in enclosed public spaces.

Pyrotechnics, smoke, strobe and other special effects may be used during performances

Prolonged exposure to loud music may cause damage to your hearing. The Management endeavour to maintain sound levels across outdoor Venues, however, they may vary due to environmental conditions and external license constraints.

The event takes place outdoors, you are advised to bring appropriate clothing and footwear suitable for poor weather conditions.

There is a zero-tolerance policy towards the use or possession of drugs and illegal substances.

DOGS

We understand that dogs are cherished members of many families, and we welcome them to join in the festivities. However, to ensure the safety and enjoyment of all attendees, we have implemented the following:

All dogs attending the festival must be kept on a leash at all times.

• Owners are responsible for supervising their dogs at all times. This includes being aware of their dog's behaviour and promptly addressing any issues that may arise.

• Owners should be attentive to their dog's needs, ensuring they are comfortable and not causing any disturbances to other attendees.

• Dogs are not permitted in designated food stall areas.

• Signs will be posted to clearly indicate areas where dogs are not allowed.

• Owners are required to clean up after their dogs promptly. Bins will be provided at designated stations throughout the festival grounds.

• Dogs exhibiting aggressive or disruptive behaviour may be asked to leave the festival grounds at the discretion of festival staff.

• Owners should ensure that their dogs are well-behaved and respectful of other attendees.

ENVIRONMENT

Please use the bins and recycling points located within and outside the event site.

Owners are required to clean up after their dogs promptly.

Please respect the land and the local residents.

Fires are not permitted in any area and will be extinguished.

You must not tackle any dangerous situations, including (but not just) fires, but should instead report situations like this to one of our stewards, security guards, first-aiders or other workers.

LOSSES, DAMAGES & PERSONAL RISK

The organisers accept no responsibility for any loss, damage or injury incurred at the event other than as a result of the organisers negligence.

Attendance at the event and participation in any activity at the event is voluntary and at your own risk.

The organiser may seek legal action and/or damages if you cause damage to the venue, property or cause harm or injury to another person whilst at the event site.

FILMING, MEDIA & PROMOTIONAL ACTIVITY

E-ticket holders give their express consent to the use of their actual or simulated likeness in connection with the production, exhibition, advertising or exploitation of any photographs, film, video and/or audio recording of this event and/or any element thereof in any/all media throughout the world. They also agree to being filmed by police, security staff and/or the overhead drone for the purposes of helping ensure the security of customers and preventing crime.

No retail, giveaways or any other form of promotional activity may take place within the event site or within the boundaries of the venue without written permission from the organiser.

INFO & CONTACTS

If before or during the event you have a complaint in relation to the event, please contact us or a steward/member of the event team promptly since complaints are very difficult to deal with after the event.

Disabled facilities are available.

If any item in these and conditions is unclear, or if you have a general query, please contact us on tickets@heartlandfestival.co.uk.

We will do our very best to ensure that the line-up and content of the Festival are as advertised, but sometimes things change despite our best efforts (and sometimes at short notice) so we reserve the right to change the advertised line-up, content and on-the-day timings without prior notice.

We reserve the right to change the admission requirements and the site rules set out in these terms to the extent strictly necessary to ensure safe management of the site and compliance with any changes in law, regulations, or the terms of our use of the site. We will do our best to

give you as much advance notice of those changes as possible, but in any case, they will apply as soon as they are communicated to you.

Please note that amplified sound and strobe lighting are likely to be used at the event – it is your responsibility to take appropriate precautions against any negative effects these things may cause you.

CCTV and the use of a drone will be in use on and around the site, for the purposes of public safety and the prevention and detection of crime. Unless signage at the site says otherwise, our Privacy Policy will apply to this use of CCTV and drone.

You may feature in photographs and recordings taken by us (or on our behalf) at the event, which we may then use for promotional or other commercial purposes. Again, this is covered by our Privacy Policy.