Groups on Track | Terms & Conditions
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Groups On Track – Consumer Terms and Conditions

In these terms and conditions “GOT” refers to  Groups On Track whose registered office is at Hillway, Bagshot Road, Knaphill, Surrey GU21 2SF. Groups On Track sell all tickets, Raceday packages and Transport as an agent on behalf of the Venue for an event (referred to as a “Venue”) on these terms and conditions and subject to any other terms, conditions or rules applicable to that event.

Purchasing tickets

Tickets or packages you purchase are for personal use. Except as we may agree, you and your party must not re-sell or transfer (or seek to re-sell or transfer) the tickets in breach of the applicable terms. A breach of this condition will entitle GOT or the venue to cancel the tickets without prior notification, refund, compensation or liability.

To prevent fraud and protect GOT and you, we may carry out checks and/or you may be asked to provide additional information (such as a copy of a credit or debit card statement) after your booking so we can verify your purchase. If we suspect fraud we may cancel any order or tickets.

You must inform GOT of any change of address, contact phone number or email address, both before and after receipt of the tickets. Our contact details are below. Our preferred method to contact you is email , so you should take care to provide a current, valid email address and be aware that your email filter settings may treat our emails as spam or direct them to your junk folder.

An order for tickets is not confirmed until full payment is received. We try to ensure all prices are accurate but errors may occur. If we discover an error in the price of tickets you have ordered we will inform you as soon as possible and we may either cancel the order (in which case you will be refunded the ticket price and any postage fees you have paid) or give you the option of confirming your order at the correct price.

Delivery and collection

Tickets may be dispatched to you by post (we send all tickets by special delivery at a charge of £6) or made available for collection at the venue ticket collection point on the day of the event. Any additional tickets may be sent by first class post at no charge.

We will try to dispatch tickets to you promptly by the dispatch method agreed at the time of booking but we may, where reasonable, make tickets available for collection at the venue ticket collection point instead of posting them to you if:

posting is impractical due to timing or circumstances beyond our control (e.g. strikes); or

necessary for reasons of identification; or
your tickets are lost in the post
We are otherwise unable to post tickets to you for any reason.

Please note the conditions for the venue ticket collection at paragraph 11 below.

We cannot usually specify the dates on which you will receive tickets. If you do not inform us of the non-receipt of tickets within a reasonable time (in any event at least 72 hours before the event) we will have no liability to you.

If tickets sent by post are returned to us marked “addressee gone away”, “addressee unknown” or similar words indicating that you do not reside at the address, your order may be cancelled and the ticket price and any supplementary charges (but not the booking fee or transaction fee) refunded, or your order may be made available for collection at the venue ticket collection point.

To collect tickets at the venue ticket collection point the cardholder must present the card used to book the tickets as identification. Other identification or letters authorising collection may not be accepted and the tickets may be withheld at the venue ticket collection point.

Always check your tickets upon receipt and advise us promptly of any errors. Mistakes when ordering cannot always be corrected and any corrections are discretionary.

Cancellation Rights and Refunds

Tickets cannot be transferred, exchanged, or refunded once purchased other than for the reasons set out in these terms and conditions..

If the event takes place but you do not receive the tickets you have purchased for any of following reasons you will be refunded the ticket price and any booking, transaction or supplementary fees you have paid:

Groups On Track does not receive the tickets from the venue and cannot arrange for duplicates to be collected at the venue ticket collection point; or

the tickets have been sent to an address different to the one you specified and you tell us within a reasonable period, as set out at paragraph 9 above, but replacement tickets are not provided; or

your tickets are not dispatched and no arrangements are made for the tickets to be available for collection at the venue ticket collection point

No duplicate tickets will be issued to replace tickets that have been lost or stolen after they have been delivered to you, and nor will such tickets be refunded.

Cancellation, change or postponement of an event

Decisions to change or cancel events are the responsibility of the Venue. GOT cannot guarantee to inform you of any change or cancellation of any event or be held responsible for refunds or for any resulting costs you may incur for travel, accommodation, any other related goods or service or other compensation.

You should always check that an event is going ahead at the scheduled date, time and venue.

If a Venue cancels an event or makes significant changes to the venue, date, race time or (concerts race meetings only) headline act and confirms this to GOT, GOT will try to inform you. This will usually be contacted by phone or email.

If an event is rescheduled, changed or moved, the Venue will usually give you the option of either retaining or exchanging your tickets for the new date/location, or alternatively claiming a refund. If an event is cancelled by the venue you will normally be offered a refund. Please note that the postage fee and any Transaction Fees are not refundable in these circumstances.


If for any reason you are entitled to a refund, in most cases you must return any tickets you have:

Follow the refund instructions otherwise you may not receive a refund. If these require you to return the tickets, do so promptly and within the time frame communicated to you.

Tickets should be returned (with copy of the email or letter entitling you to a refund, or a covering note containing your order reference number and contact information) to the specified address by registered post (or an equivalent secure postal method).

Any refund will usually be paid, using the same method you used to buy the tickets, within 30 days of the original date of the event or the date that we receive your returned tickets, whichever is later.

For more information about refunds, please email us

No refunds will be offered under any circumstances if you fail to comply with the all terms and conditions applicable to those tickets, the venue or the event (see general paragraph below).

Attending an event

Events are not the responsibility of GOT. GOT does not organise events and has no responsibility whatsoever for any loss or damage of any kind suffered at or in connection with any event (including loss, damage or theft any personal property at an event).

Admission to an event is at all times subject to any terms, conditions or rules of the venue operator. If you breach those terms, conditions or rules then the Venue may refuse admission or require you or other ticket holders to leave the venue.

Amongst other things you will need to comply with health and safety rules and any security requirements (including security searches for the safety of those attending the event). The venue will have rights to refuse admission or eject you in certain circumstances and these are likely to include if you are involved with abusive, threatening, drunken or other anti-social behaviour, or carry offensive weapons or illegal or prohibited substances or make unauthorised audio, video or photographic recordings. There will often also be rules restricting or preventing the admission of latecomers.

GOT will highlight any terms, conditions or rules relating to the event of which it is aware and which it considers particularly significant, onerous or unusual. This will generally include age restrictions, ticket types, dress code etc. Information on where you can find full details of relevant terms, conditions or rules will be available from the Venue via their website or please contact GOT.

Before you finalise your booking, please read all the information that applies to the event and/or ticket. If you or any member of your party has particular requirements please raise these when booking and we will endeavour to address your query. There can be no guarantee that requirements can be met if notified at the event.

When you receive your tickets check the details carefully. When attending the event, carry proof of age if appropriate.


We may share your personal information with the Venues and any others as necessary for the purposes of the event. We will not otherwise share that information for marketing or any other purposes without your consent (as part of the booking process or otherwise) unless required by law.

If you have registered, with GOT your interest in receiving marketing or other information and thereby given your consent, you may be contacted with relevant promotions, offers or information that you have expressed an interest in or that might be of interest to you .If you do not wish to receive further material please email

We will always respect your privacy and any personal communication between you and ourselves. We will always comply with United Kingdom data protection legislation.


GOT cannot be liable in any way for the acts or omissions of others (including suppliers and venue operators). However, GOT does not seek to exclude its liability to you for death or personal injury caused by its negligence, fraud or any other liability which cannot be lawfully excluded or limited.

These terms and conditions do not create any rights or obligations enforceable by or against anyone other than GOT, you and, as GOT contracts as the Venues agent, the Venue who has direct rights and obligations under these terms and conditions.

The purchase by you of tickets and these terms and conditions (and any contractual or non-contractual matters arising in relation to these terms and conditions) are governed by English law and any disputes arising out of any transaction between you and GOT are subject to the exclusive jurisdiction of the English Courts.

Race & Stay Terms & Conditions

The following Booking Conditions form the basis of your contract with Groups On Track. Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions, “you” means all persons named on the booking (including anyone who is added or substituted at a later date). “We” means Groups On Track.

  1. Making your booking
    You may book by telephone or email and we will send you a confirmation with payment details. The first named person on the booking form will be treated as the party leader. The party leader must be at least 18 and must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking. All communications and documents will be sent to the party leader (not individual party members) who will be responsible for passing them on to other party members. Party leaders are responsible for organising all payments due to us and notifying all party members of the booking itinerary and dress codes.

When we have received all appropriate payments, we will, subject to availability, confirm your package by issuing a confirmation email. This email will be sent to the party leader. Please check this email carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation email or any other document appears to be incorrect as it may not be possible to make any changes later. We regret we cannot accept any liability if we are not notified of any inaccuracy once your tickets have been sent to you.

  1. Payment
    In order to confirm your chosen package and hold hotel rooms, a non refundable deposit of £15 per person (unless otherwise stated) or full payment if booking within 4 weeks of departure must be paid at the time of booking. For insurance see clause 7. The balance of the package cost must be received by us not less than 4 weeks prior to departure (unless otherwise stated). This date will be shown on the confirmation email. Reminders are not sent. If we do not receive all payments due in full and on time, we reserve the right to treat your booking as cancelled by you and your deposit will not be refunded.

You can pay for your package by bank transfer, debit card or credit card (credit card fees of 3.5% apply). We can accept cheques made payable to ‘Groups On Track’ but your booking will not be confirmed until your cheque has cleared.

You will have the option for your tickets and itinerary to be sent to you by special delivery (fee applies) or for collection of your tickets at the venue with your itinerary emailed to you.

  1. Your contract
    Once full payment is received a binding contract between Groups On Track and the party leader automatically comes into existence

This contract and all matters arising out of it are governed by English law. We both agree that any dispute, claim or other matter which arises out of or in connection with this contract or your package will be dealt with by the Courts of England and Wales only.
Changes to these Booking Conditions will only be valid if agreed by Groups On Track in writing.

  1. The cost of your package
    We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error.

Please note, changes and errors occasionally occur. You must check the price of your chosen package at the time of the booking.

  1. Changes or cancellations by you
    Once your booking has been confirmed and paid for we will need all potential changes in writing to and any such changes cannot be guaranteed by us. Any changes will be subject to our supplier’s terms and conditions.

Any additional packages needed after the time of booking will all be subject to availability and full payment will be required.

Once we have received full payment we are unable to offer any cancellations or refunds. However in extenuating circumstances, with proof in writing of need for cancellation we will try our best to help, no requests can be guaranteed.

We are also unable to refund any unused tickets or elements of the package after the event.

All requests will need to be made in writing to us

Depending on the reason for cancellation, you may be able to reclaim loss of money under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.

  1. Insurance
    We consider adequate travel insurance to be essential). It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs. We do not check insurance policies.
  2. Force Majeure
    We regret we cannot accept liability or pay any compensation where the performance or prompt performances of our contractual obligations is prevented or affected by “force majeure”. In these Booking Conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
  3. Our Liability to you
    (1) The accommodation, transport and other services we arrange on your behalf belong to and are managed by independent suppliers. However, subject to these Booking Conditions, we accept responsibility should you or any member of your party suffer death, personal injury, illness, loss or damage as a result of any failure to perform or improper performance of any part of our contract with you by any of our employees, agents, suppliers or sub-contractors (providing they were at the time carrying out work authorised by us) except in the following situations. We will not be liable where any failure to perform or improper performance of the whole or any part of our contract was due to:-
    (2) the act(s) and/or omission(s) of the person(s) affected or
    (3) those of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or
    (4) an event which either ourselves or the supplier of the service(s) in question could not have foreseen or avoided even with all due care.
    (5) It is a condition of the acceptance of liability set out in clause 10(1) of these Booking Conditions that you notify us of any claim you and/or any member(s) of your party has in accordance with clause 11 “Complaints and problems”.
    (6) In all cases, our liabilities in respect of air, sea, rail and road carriers and hotel keepers are limited as if we were carriers/hotel keepers within the applicable international conventions. For all claims which result from international carriage, compensation can only be paid in those situations where the carrier concerned would be obliged to pay compensation under the relevant international convention were a claim made against that carrier in that particular situation.
  4. Complaints and problems.
    In the unlikely event that you have any reason to complain or experience any problems with your package whilst away, you must immediately inform the supplier of the service(s) in question. Any verbal notification must be put in writing to us and the supplier as soon as possible. Until we know about a problem or complaint, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 28 days of your return giving your booking reference and full details of your complaint. We regret we cannot accept liability in relation to any complaint or claim which is not notified entirely in accordance with this clause.
  5. Behaviour
    When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid at the time direct to the accommodation owner or manager or other supplier. If you fail to do so, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions.

We expect all clients to have consideration for other people. If in our opinion or in the opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, annoyance or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the package of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility towards such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

  1. Special requests, medical problems and general requirements
    If you have any special request, you must advise us in writing at the time of booking. Special requests cannot be guaranteed and failure to comply will not be a breach of contract.

If you or any member of your party has any medical problem or disability which may affect your event, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking.

Please write to us at

  1. Financial security

Groups on Track are registered members of Protected Travel Services (membership number: 5043).

As full members of Protected Travel Services all monies you pay to us are financially protected inline with the 1992 Package Travel Regulations via a trust account.

This means that your funds are protected against our failure in an independent account from the moment you pay to the day that you return from your trip.

For more information please contact us or view

  1. Accuracy of Website and Email information
    Please note, the information and prices shown on our website and any email correspondence may have changed by the time you come to book your event. Whilst every effort is made to ensure the accuracy of our information and prices at the time of printing, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen event (including the price) with us at the time of booking.

All of the information we provide regarding our suppliers services has been checked by them. However we cannot be held responsible for any changes made by our suppliers. The star ratings have also been taken from the hotels themselves and are not Groups on Track ratings. We also cannot guarantee the images will be exact to that of your event.

  1. Delay
    We regret we are not in a position to offer you any assistance or alternative travel if you miss your pre booked pick up or return transport due to your own delay.

We accept no responsibility for delays affecting arrival or departure to and from your event due to unforeseen circumstances and will not be able to refund any elements of the package missed.

15. Personal items and valuables
(1) All personal items taken on any event is the full responsibility of each passenger. No responsibility will be taken by this firm for any losses of personal items at any stage of an event, whether at an accommodation centre, whilst in transit or whilst on the individual during the Races. Please check any missing items directly with the venue and ensure you have adequate travel insurance to cover any unfortunate losses.


Privacy Policy

To process your booking we need to collect certain personal and financial details from you. Such information must be passed onto our suppliers, companies and organisations such as Racecourses, hotels, transport companies and banks in order for our services to be provided. Only the specific necessary information will be supplied to them. Data may also be provided to security companies, credit checking companies or public authorities if required by them, or as required by law.

Your personal and financial details supplied to us are protected by our appropriate security measures.

We will not pass on your information to companies or organisations who are not responsible for supplying any part of your booking. We do not share or sell information to any other company or organisation.

We hold your details for our own marketing purposes to inform you of future events and promotions. If you do not wish to receive such information please contact us to inform us as soon as possible.

We are entitled to assume that you do not object to us processing your information and passing data onto companies and organisations responsible for any part of your booking.

As part of our privacy policy we do not store credit card details nor do we share customer details with any third parties.