Terms and Conditions - Package Travel and Concert Residency Agreement
These Terms and Conditions govern participation in Vox Anima London Concert Residencies and the purchase of any associated Package Travel arrangements. Please read them carefully as they set out the rights and obligations of both Vox Anima London and Travellers.
1. Definitions
In these Terms and Conditions, unless the context otherwise requires:
“ABTOT” means the Association of Bonded Travel Organisers Trust Limited.
“Booking” means the reservation made by the Lead Booker or Participant for participation in a Concert Residency and/or purchase of a Package.
“Commencement” means Day One as defined in the Tour Package
“Concert Residency” means the artistic and performance-related elements organised by Vox Anima London, including rehearsals, performances, workshops, artistic activities, and associated cultural programming.
“Coordinator” means the designated representative of a choir, institution, or group responsible for communication with Vox Anima London.
“Force Majeure Event” means any event beyond the reasonable control of Vox Anima London, including but not limited to war, threat of war, civil unrest, terrorist activity, industrial disputes, natural disaster, epidemic, pandemic, government action, travel restrictions, severe weather, fire, flood, venue closure, interruption to transport infrastructure, or unavoidable and extraordinary circumstances.
“Independent Arrangements” means any flights, accommodation, transportation, excursions, meals, insurance, or other services arranged independently by the Traveller and not forming part of a Booking or Package provided by Vox Anima London.
“Lead Booker” means the individual or organisation making the Booking on behalf of one or more Participants or Travellers.
“Minors” means any Traveller under the age of eighteen (18) at the date of the commencement of the Tour Package.
“Package” means a combination of travel services and/or tourist services sold or offered for sale by Vox Anima London in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018 and expressly identified as forming part of a protected travel package.
“Participant” means any individual registered to participate in a Concert Residency, including rehearsals and performances, or as a Friends & Family or a chaperone.
“Residency-Only Booking” means participation in a Concert Residency where accommodation, transportation, and other travel services are arranged independently by the Participant or Traveller and do not form part of a Package sold by Vox Anima London.
“Supplier” means any third-party provider engaged by Vox Anima London, including but not limited to hotels, concert and rehearsal venues, transport providers, guides, restaurants, ticketing providers, or artistic personnel.
“Tour Package” means any optional accommodation, sightseeing, transportation, cultural activity, or land arrangement offered by Vox Anima London in connection with a Concert Residency.
“Traveller” shall have the meaning set out under the Package Travel and Linked Travel Arrangements Regulations 2018.
“Vox Anima London”, “the Company”, “we”, “us”, or “our” means Vox Anima London Limited.
2. Booking and Contract Formation
2.1 A Booking is confirmed only upon:
a) receipt of the required deposit payment; and
b) written confirmation issued by Vox Anima London.
2.2 The Lead Booker confirms that they have authority to accept these Terms and Conditions on behalf of all Participants and Travellers included within the Booking.
2.3 All Participants and Travellers named within a Booking shall be deemed to have accepted these Terms and Conditions.
2.4 The Lead Booker confirms that there will be a chaperone to minor ratio of one (1) to eight (8) unless otherwise agreed in writing with Vox Anima London, with a minimum of two (2) chaperones per group.
2.5 All prices are quoted in Pounds Sterling (GBP £).
2.6 Vox Anima London reserves the right to decline any Booking at its reasonable discretion prior to written confirmation.
2.7 Any quotation provided by Vox Anima London shall not constitute a binding offer until confirmed in writing.
2.8 It is the responsibility of all Participants and Travellers to ensure that all personal information, including names as shown on passports, dietary requirements, accessibility requirements, and travel documentation details, are accurate at the time of Booking.
2.9 Not all Bookings constitute a Package under the Package Travel and Linked Travel Arrangements Regulations 2018. Certain Participants may purchase only artistic participation in a Concert Residency while arranging accommodation, transportation, and other travel services independently.
2.10 Where a Traveller purchases a Package from Vox Anima London, the Package shall be identified in the Booking confirmation documentation together with any applicable financial protection information.
2.11 Vox Anima London shall not be responsible for Independent Arrangements made separately by Travellers and not expressly included within the Booking confirmation.
3. Payment Terms
3.1 The deposit amount and payment schedule applicable to each Booking shall be specified at the time of Booking confirmation.
3.2 Deposits are non-refundable except where expressly required under applicable law or these Terms and Conditions.
3.3 Instalment and balance payment deadlines must be strictly observed.
3.4 Final payment must be received no later than the date specified in the Booking confirmation documentation.
3.5 If any payment is not received by the due date, Vox Anima London reserves the right to:
a) issue a payment reminder;
b) suspend participation or travel arrangements; and/or
c) treat the Booking as cancelled by the Traveller under Section 4 below.
3.6 Where a Booking is cancelled due to non-payment, cancellation charges under Section 4 shall apply.
3.7 Vox Anima London reserves the right to recover any reasonable administrative costs, bank charges, currency losses, or supplier-imposed penalties arising from failed or delayed payments.
3.8 Tickets, travel documentation, rooming allocations, schedules, and final information may be withheld until all outstanding balances have been paid in full.
4. Cancellation by Traveller
4.1 A Traveller may cancel their Booking at any time prior to the commencement of the Package or Concert Residency by providing written notice to Vox Anima London.
4.2 Cancellation shall take effect on the date written notice is received by Vox Anima London.
4.3 Because Vox Anima London incurs significant costs in advance relating to venue hire, artistic personnel, rehearsal facilities, accommodation allocations, supplier commitments, transportation, administration, and event production, cancellation charges are necessary and represent a genuine pre-estimate of losses likely to be incurred upon cancellation.
4.4 Unless otherwise specified in writing at the time of Booking, the following cancellation charges shall apply:
a) Deposit payment: non-refundable
b) Cancellation more than 365 days before commencement: deposit retained
c) Cancellation between 364 and 181 days before commencement: 40% of total Booking value retained
d) Cancellation between 180 and 91 days before commencement: 70% of total Booking value retained e) Cancellation 90 days or fewer before commencement: 100% of total Booking value
4.5 Vox Anima London reserves the right to deduct from any refund:
a) unrecoverable supplier costs;
b) artistic and production commitments already incurred;
c) bank charges and transaction fees; and
d) any administrative costs reasonably incurred in connection with the Booking.
4.6 Any refund due shall be paid without undue delay and ordinarily within 14 days of cancellation confirmation.
4.7 Travellers are strongly advised to obtain comprehensive travel insurance, including cancellation cover, at the time of Booking.
4.8 Cancellation charges may be reduced where Vox Anima London is able to recover costs through resale, replacement participation, or alternative deployment of services, although this cannot be guaranteed.
4.9 Requests for cancellation fee justification may be submitted in writing, and Vox Anima London shall provide a reasonable explanation of the basis of the applicable cancellation charges.
5. Transfer of Booking
5.1 A Traveller may transfer their Booking to another suitable person by providing written notice to Vox Anima London no later than 30 days before the commencement of the Package or Concert Residency.
5.2 Any proposed replacement Traveller must:
a) satisfy all conditions applicable to the Booking;
b) accept these Terms and Conditions; and
c) reimburse any outstanding balance, amendment fees, supplier charges, or additional costs arising from the transfer.
5.3 Vox Anima London reserves the right to refuse a transfer where:
a) supplier restrictions prevent amendment;
b) visas, accommodation allocations, transportation, ticketing, or artistic requirements cannot reasonably be amended; or
c) the proposed replacement Traveller does not meet participation requirements.
5.4 Both the original Traveller and the replacement Traveller shall be jointly and severally liable for payment of any outstanding balance and any additional costs arising from the transfer.
5.5 Vox Anima London reserves the right to charge a reasonable administration fee for processing transfers and amendments.
5.6 Requests for transfers submitted fewer than 30 days before commencement may be considered at the sole discretion of Vox Anima London, but cannot be guaranteed.
6. Changes by Vox Anima London
6.1 Vox Anima London reserves the right to make insignificant changes to the Package or Concert Residency prior to commencement when reasonably necessary for operational, artistic, safety, logistical, or supplier-related reasons.
6.2 Insignificant changes may include, but are not limited to:
a) adjustments to rehearsal schedules or performance timings;
b) substitution of rehearsal or performance venues within the same general geographic area; c) substitution of hotels with accommodation of a comparable standard;
d) changes to transportation providers, guides, restaurants, or ancillary suppliers; e) modification of sightseeing arrangements or itinerary sequencing; and/or
f) substitution of conductors, composers, soloists, orchestral musicians, or guest artists where circumstances reasonably require.
6.3 Vox Anima London shall notify Travellers of any significant changes as soon as reasonably practicable.
6.4 If Vox Anima London is required to make a significant change to the main characteristics of the Package before commencement, Travellers may be entitled to:
a) accept the proposed changes;
b) accept a substitute Package where offered; or
c) terminate the Booking and receive a refund in accordance with applicable law.
6.5 Vox Anima London shall not be liable for insignificant changes or alterations arising from operational necessity, artistic considerations, supplier changes, venue requirements, safety concerns, or circumstances beyond its reasonable control.
6.6 Concert programmes, repertoire, artists, venues, rehearsal facilities, performance schedules, and cultural activities remain subject to availability and operational requirements.
7. Minimum Participant Numbers
7.1 Certain Concert Residencies and Packages are dependent upon achieving minimum participation levels necessary for their practical and financial viability.
7.2 Vox Anima London has successfully delivered all announced concert residencies since its formation and fully intends to proceed with all published programmes. However, Vox Anima London reserves the right to cancel a Concert Residency or Package where minimum participation levels are not achieved sufficiently in advance of commencement.
7.3 Vox Anima London may exercise its right to cancel due to insufficient participation no later than six (6) months prior to the scheduled commencement of the relevant Concert Residency or Package.
7.4 Following the six (6) month threshold prior to commencement, Vox Anima London intends that the Concert Residency and associated performances shall proceed substantially as advertised, even where participant numbers subsequently fluctuate.
7.5 In order to facilitate delivery of the artistic programme after the six (6) month threshold, Vox Anima London reserves the right to:
a) invite additional choirs, singers, or musicians to participate;
b) adjust ensemble balances or repertoire requirements;
c) engage local performers or substitute artistic personnel; and/or
d) make reasonable artistic or operational modifications necessary to facilitate the performance.
7.6 Should Vox Anima London cancel a Concert Residency or Package due to insufficient participation prior to the six-month threshold, affected Travellers shall receive a refund of all monies paid to Vox Anima London without undue delay and ordinarily within fourteen (14) days.
7.7 Vox Anima London shall not be liable for additional compensation, independently arranged travel costs, visa expenses, accommodation booked independently, consequential losses, or other incidental expenses arising from cancellation due to insufficient participant numbers.
7.8 Travellers are advised not to make non-refundable independent travel arrangements until the Concert Residency has passed the six (6) month threshold.
7.9 Nothing in this Section shall limit the rights of Vox Anima London under Section 8 (Unavoidable and Extraordinary Circumstances).
8. Unavoidable and Extraordinary Circumstances
8.1 Vox Anima London shall not be liable for delay, modification, failure to perform, or cancellation of any Package or Concert Residency where such circumstances arise as a result of unavoidable and extraordinary circumstances beyond its reasonable control.
8.2 Such circumstances may include, but are not limited to:
a) war or threat of war;
b) terrorist activity or civil unrest;
c) epidemic, pandemic, or public health emergency;
d) government restrictions or travel advisories;
e) closure or inaccessibility of venues or accommodation;
f) severe weather or natural disaster;
g) transportation disruption;
h) industrial disputes or strikes;
i) fire, flood, or infrastructure failure; or
j) any other event beyond the reasonable control of Vox Anima London or its Suppliers.
8.3 Where reasonably possible, Vox Anima London reserves the right to:
a) modify itineraries;
b) substitute venues or accommodation;
c) alter schedules;
d) postpone performances or activities; or
e) offer revised arrangements of comparable value.
8.4 Travellers may have statutory rights to terminate the Package without paying a termination fee where unavoidable and extraordinary circumstances significantly affect:
a) the performance of the Package; or
b) carriage of passengers to the destination.
8.5 Vox Anima London shall not be responsible for:
a) independent travel arrangements booked separately by Travellers;
b) consequential losses;
c) loss of enjoyment; or
d) costs not forming part of the Booking,
except where required under applicable law.
8.6 Where a Concert Residency or Package is postponed rather than cancelled, Vox Anima London may offer:
a) transfer of participation to revised dates;
b) credit toward a future residency; or
c) alternative arrangements,
subject always to applicable law and supplier recoverability.
9. Travel Insurance
9.1 All Travellers and Participants are strongly advised to obtain comprehensive travel insurance immediately upon Booking.
9.2 Such insurance should include, as a minimum:
a) cancellation and curtailment cover;
b) medical and emergency expenses;
c) repatriation cover;
d) personal liability cover;
e) loss of luggage and personal belongings; and
f) travel disruption protection.
9.3 Vox Anima London reserves the right to request evidence of adequate travel insurance prior to commencement of the Package or Concert Residency.
9.4 Vox Anima London shall not be responsible for any losses, costs, or expenses incurred by Travellers where adequate travel insurance has not been obtained.
9.5 Travellers are responsible for ensuring that their insurance policy is suitable for their personal circumstances, including any medical conditions, performance activities, or independent travel arrangements.
10. Package Performance and Supplier Responsibility
10.1 Vox Anima London shall perform the Package and Concert Residency arrangements with reasonable skill and care.
10.2 Vox Anima London may engage Suppliers to provide elements of the Package, including accommodation, transportation, venues, guides, artistic personnel, restaurants, and cultural activities.
10.3 Vox Anima London accepts responsibility for the performance of travel services included within a Package as required under applicable law.
10.4 Travellers must inform Vox Anima London without undue delay of any perceived lack of conformity, problem, or complaint arising during the performance of the Package or Concert Residency.
10.5 Vox Anima London shall be given a reasonable opportunity to remedy any issue before Travellers make independent arrangements or incur additional expense.
10.6 Vox Anima London shall not be liable for any failure or improper performance where such failure is:
a) attributable to the Traveller;
b) attributable to an unforeseeable or unavoidable act or omission of a third party unconnected with the provision of the Package; or
c) due to unavoidable and extraordinary circumstances.
10.7 Where a significant element of the Package cannot be provided as planned, Vox Anima London reserves the right to substitute arrangements of comparable nature and value where reasonably practicable.
10.8 Travellers shall not be entitled to compensation for insignificant changes, minor schedule adjustments, artistic substitutions, or operational modifications which do not materially affect the overall value or delivery of the Concert Residency or Package.
10.9 Vox Anima London shall not be liable for Independent Arrangements made separately by Travellers and not forming part of the Booking confirmation.
11. Artistic and Performance Conditions
11.1 Participants are expected to attend all rehearsals, performances, and required activities punctually and fully prepared.
11.2 Participants are responsible for:
a) obtaining all required repertoire and musical materials;
b) learning assigned repertoire in advance of arrival;
c) incorporating conductor markings and preparation materials circulated prior to the residency; and d) complying with all rehearsal and performance instructions issued by Vox Anima London or its appointed artistic staff.
11.3 Vox Anima London reserves the right to make artistic decisions at its sole discretion, including but not limited to:
a) repertoire selection and modification;
b) performance order;
c) seating and ensemble placement;
d) assignment of vocal or instrumental parts;
e) participation eligibility;
f) rehearsal scheduling; and
g) substitution of conductors, composers, soloists, orchestral musicians, or guest artists.
11.4 Participants are required to comply with published dress codes, performance attire requirements, and presentation standards.
11.5 Vox Anima London reserves the right to remove any Participant from rehearsals, performances, or associated activities when, in the reasonable opinion of Vox Anima London:
a) musical preparation is substantially inadequate;
b) behaviour is disruptive, unsafe, abusive, or inappropriate;
c) participation compromises the artistic integrity of the performance; or
d) instructions from artistic or operational staff are repeatedly disregarded.
11.6 Removal from participation under this Section shall not give rise to any right of refund or compensation.
11.7 Vox Anima London does not guarantee the participation of any specific conductor, composer, soloist, artist, ensemble, or venue.
12. Health, Accessibility, and Special Requirements
12.1 Travellers and Participants are responsible for ensuring that they are medically fit and able to participate in the Concert Residency and any associated travel arrangements.
12.2 Any medical condition, disability, dietary requirement, mobility concern, allergy, or special requirement that may affect participation must be disclosed to Vox Anima London in writing at the time of booking or as soon as reasonably practicable thereafter.
12.3 Vox Anima London shall make reasonable efforts to accommodate disclosed requirements but cannot guarantee that all venues, hotels, transportation providers, or Suppliers will be able to accommodate every individual need.
12.4 Travellers remain responsible for:
a) carrying required medication;
b) obtaining medical advice prior to travel where appropriate; and
c) ensuring compliance with all passport, visa, vaccination, and entry requirements.
12.5 Vox Anima London reserves the right to decline or terminate participation where undisclosed medical, behavioural, or accessibility issues materially affect:
a) the safety of the Traveller or others;
b) operational delivery; or
c) the reasonable ability of Vox Anima London or its Suppliers to provide the Package safely and effectively.
12.6 Vox Anima London shall not be liable for losses arising from inaccurate, incomplete, or untimely disclosure of medical or accessibility information.
13. Behaviour and Conduct
13.1 All Travellers and Participants are expected to behave in a respectful, lawful, and considerate manner throughout the Concert Residency and any associated travel arrangements.
13.2 Vox Anima London reserves the right to remove any Traveller or Participant from all or part of the Package or Concert Residency where, in the reasonable opinion of Vox Anima London or its Suppliers, that person:
a) behaves in a disruptive, abusive, threatening, discriminatory, unsafe, or offensive manner; b) causes damage to property, venues, accommodation, transportation, or rehearsal facilities; c) endangers themselves or others;
d) engages in unlawful activity;
e) acts in a manner likely to prejudice the successful delivery of the Concert Residency; or f) fails to comply with reasonable instructions issued by Vox Anima London, venue staff, accommodation providers, transportation providers, or artistic personnel.
13.3 Any Traveller or Participant removed under this Section shall not be entitled to any refund, compensation, or reimbursement.
13.4 Travellers and Participants shall be responsible for any loss, damage, fines, penalties, or additional costs arising from their actions or omissions.
13.5 Chaperones and group leaders remain responsible for the supervision, welfare, and conduct of minors travelling as part of their group.
14. Complaints and Assistance
14.1 Vox Anima London is committed to resolving problems promptly and fairly wherever reasonably possible.
14.2 Travellers must notify Vox Anima London without undue delay of any complaint, issue, or perceived lack of conformity arising during the Package or Concert Residency.
14.3 Complaints should be raised initially with the designated Vox Anima London representative, Coordinator, tour manager, or operational contact in order to provide an opportunity for the issue to be addressed during the residency where reasonably possible.
14.4 Failure to notify Vox Anima London promptly may affect the Company’s ability to investigate or resolve the matter and may be taken into account when assessing any subsequent claim.
14.5 Any complaint not resolved during the residency should be submitted in writing to Vox Anima London within fourteen (14) days of the conclusion of the Package or Concert Residency.
14.6 Upon receipt of a written complaint, Vox Anima London shall investigate the matter and endeavour to reach a fair and reasonable resolution within a reasonable period of time.
14.7 Vox Anima London shall provide reasonable assistance to Travellers in difficulty during the Package or Concert Residency where required under applicable law.
14.8 Vox Anima London reserves the right to charge a reasonable fee for assistance where the difficulty has been caused intentionally or negligently by the Traveller.
14.9 If, despite the procedures set out above and the reasonable efforts of both parties, a complaint cannot be resolved to the satisfaction of the Traveller and Vox Anima London, the Traveller may refer the matter to arbitration under the ABTOT Travel Industry Arbitration Service.
14.10 Under this scheme, an Independent Arbitrator will review the documents relating to the complaint and deliver a binding decision intended to bring the matter to a conclusion. A fee is payable by each party when an application for arbitration is submitted.
14.11 The ABTOT Travel Industry Arbitration Service is administered by:
Dispute Settlement Services
9 Savill Road
Lindfield
West Sussex
RH16 2NY
E-mail: admin@disputesettlementservices.co.uk
14.12 The ABTOT Travel Industry Arbitration Service cannot determine claims:
a) where the sums claimed exceed £5,000 per person or £10,000 per booking;
b) which relate solely or mainly to physical injury, illness, or the consequences of such injury or illness; or
c) which relate solely or mainly to discrimination claims or claims brought under the Equality Act. 14.13 Nothing in this Section shall affect a Traveller’s statutory rights under applicable law.
15. Financial Protection
15.1 Financial protection for Packages sold by Vox Anima London is provided in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018. Vox Anima London is a bonded member of ABTOT and complies with the financial protection, bonding, operational, and consumer protection requirements established by ABTOT and applicable legislation.
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Vox Anima London, Membership #5703, and in the event of their insolvency, protection is provided for:
1. Non-flight packages
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Vox Anima London.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made
You can find out more about ABTOT here: https://www.abtot.com/
15.3 Relevant financial protection information, certificates, and documentation shall be provided to Travellers where required by law and shall form part of the Booking documentation.
15.4 Details of the financial protection arrangements applicable to a Booking shall be provided to Travellers prior to the conclusion of the contract and within the Booking confirmation documentation.
16. Limitation of Liability
16.1 Nothing in these Terms and Conditions shall exclude or limit any liability which cannot legally be excluded or limited under applicable law.
16.2 Vox Anima London shall not be liable for:
a) losses arising from acts or omissions of the Traveller;
b) losses arising from Independent Arrangements not forming part of the Booking; c) indirect or consequential losses;
d) loss of business, contracts, goodwill, reputation, opportunity, or anticipated savings; or e) losses arising from unavoidable and extraordinary circumstances.
16.3 Vox Anima London’s liability shall, where permitted by law, be limited to a reasonable proportion of the total Booking value applicable to the affected Traveller.
16.4 Any compensation payable shall take into account any payments, refunds, compensation, or remedies already obtained from Suppliers, insurers, transportation providers, or other third parties.
16.5 Travellers acknowledge that certain elements of the Concert Residency involve live performance, artistic interpretation, operational flexibility, and reliance upon third-party venues and Suppliers.
17. Data Protection
17.1 Vox Anima London shall process personal data in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR).
17.2 Personal data shall be used solely for purposes connected with:
a) administration of Bookings;
b) delivery of Concert Residencies and Packages;
c) operational coordination;
d) accommodation and transportation arrangements;
e) ticketing and venue administration; and
f) communication relating to the Booking.
17.3 Vox Anima London may share relevant personal information with Suppliers where reasonably necessary to deliver the Package or Concert Residency.
17.4 Vox Anima London shall not sell personal data to third parties or use personal data for unrelated marketing purposes without consent.
17.5 Travellers may request access to, correction of, or deletion of their personal data in accordance with applicable law.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions and any agreement to which they apply shall be governed by and construed in accordance with the laws of England and Wales.
18.2 Any dispute, claim, or matter arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. General Provisions
19.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions shall remain in full force and effect.
19.2 Vox Anima London reserves the right to update or amend these Terms and Conditions when reasonably necessary for operational, legal, or regulatory reasons.
19.3 The latest published version of these Terms and Conditions shall apply to all Bookings unless otherwise agreed in writing.
19.4 No failure or delay by Vox Anima London in exercising any right or remedy shall constitute a waiver of that right or remedy.
19.5 These Terms and Conditions constitute the entire agreement between the parties and supersede any prior representations, understandings, or agreements relating to the Booking.
19.6 Headings are included for convenience only and shall not affect interpretation.
Version: 1.2_2027