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You matter to us

The privacy and security of your personal data is very important to us. We take the responsibility seriously and want you to be confident in how we process your information.

This Privacy Policy explains how and why we, The Campaign for Real Ale (CAMRA), use your personal data, your rights and our obligations to you.

This Privacy Policy applies if you’re a member, volunteer, customer, employee or supporter or use any of our services, visit our online facilities such as websites or apps, email, call or write to us.  We may, in certain circumstances, provide specific privacy notices related to individual items but they will always refer to this privacy policy.

We will never sell your data and will only share it with companies when it is necessary, there is a legitimate interest, or where explicit consent has been given and the privacy and security of the data is assured.

We will continue to monitor our processes and if, in certain circumstances, we need to update our privacy policy we will notify you.

 

About us

CAMRA is considered one of the most successful consumer campaigns ever. Our aim is to have good quality real ale, ciders and perries and to have thriving pubs and clubs in every community. We are independent, not-for-profit and non-party political.

 

Who we are

CAMRA (the data controller) is a not-for-profit company, limited by guarantee, registered in England and Wales: 01270286. We are a registered data controller with the Information Commissioners Office. Our ICO register number is: Z7458368. Any reference to ‘us’, ‘we’, ‘our’, ‘data controller’ is in reference to CAMRA.  Any reference to ‘data subject’ is in reference to individuals whose data we process.

If you have any Data Protection concerns you can direct them to our Data Protection Officer at dataprotection@camra.org.uk  or call 01727 798437

 

What data we collect and how we use it

Our three key reasons for collecting data to then be processed are listed below.

• Administration and technical support of your membership
• Fulfillment of a purchase
• To provide information requested about a specific interest

We will ask for relevant information to enable us to fulfill our obligation to you or provide the service requested.

Personal Data – Personal data is information that can be used to identify a living individual or as part of a set of information that, used together, can identify an individual. This will normally include title, name, address, age and contact details which includes email, postal address and telephone number. Your CAMRA membership number, once assigned to your member record, is personal data. We will also process payment details in accordance with the relevant regulations.

Sensitive Personal Data – This includes, but is not limited to, racial or ethnic origin, political belief, sexual orientation. We do not request or hold this type of data. We do hold some medical information relevant to a role being undertaken e.g. a beer festival may request any medical information you feel is relevant before working at a beer festival.

During the process of data collection we will ask for your consent to enable us to contact you with information about our campaigns, industry-related news, products and services available to you, festivals, information about real ale (cider and perry and pubs), to be contacted by your local branch, fundraising and keep you informed about related products, services and events from our partners. These choices form your marketing communication preferences and will determine the type of information we send you.

Your consent will be, where possible, requested at the point you supply the data. We may request your data for a single specific use, such as staffing at a beer festival or supplying your email address to support a campaign, but will always refer back to this privacy policy.

 

Personal data created by your involvement with us

Your activities related to your involvement with us will result in personal data being created and held. This could include details of how you have volunteered or how you are involved with our campaigns and activities.

We will analyse the data that you provide so that we can communicate with you more effectively and better understand your preferences and ability to support the campaign.

 

Volunteers

We may request data from you specifically related to volunteer activities you undertake (e.g. references, criminal records, details of emergency contacts, medical conditions etc.). The data requested will be related to the activity undertaken. The information will be retained for legal or contractual reasons and are in place to safeguard both us and you.

 

Children’s Personal Data

We do not have policy of preventing under 18’s from joining CAMRA. CAMRA offers a concessionary membership for anyone under the age of 26 and therefore require a date of birth to be held on member records. Anyone under the age of 18 will not be included in any direct marketing.

We will send items related to the membership such as member card and some postal items.

 

Legal basis for processing your data

In order to process your information we must have a lawful reason for doing so. The four most common reasons why we process your data are as follows;

• Contractual
• Legitimate interest
• Consent
• Legal Obligation

CAMRA will only process (use) your personal information if we have;

• a contract with you to provide a service or product. We will use your personal data accordingly e.g. to send you your membership card, an item you have purchased.
• a legitimate interest in order to provide the service or information required e.g. we will pass your details to our data processors, agreed by contract, to print and send your membership cards.
• your express consent that we have on record to allow us to send you specific communications.
• a legal obligation e.g. to process payments and store data in accordance with financial regulations.

 

What is Legitimate Interest

This is the legal ground for us to process your personal information if we have a genuine and legitimate reason for doing so. Legitimate interests do not harm your rights and interests as an individual.

Examples of where CAMRA would use grounds of legitimate interest to process your data would include the following.

• To send you your Membership Card
• Confirm your membership to enable log in confirmation to our websites
• To issue renewal notices
• To send you notice of the Annual General Meeting.

We will only use your personal data on the relevant lawful grounds as detailed above. We will do this in accordance with the EU General Data Protection Regulations (GDPR) which come into effect on the 25^th May 2018 and the Privacy and Electronic Communications Regulations (PECR).

Personal data provided to us will be used for the purposes as outlined at the time of collection in a fair processing notice.

We will use your data in accordance with the lawful basis we collected it. Below are the main uses of your data which depend on the type of relationship we have with you and how you interact with our services, websites and activities.

 

Membership

We use the personal data you provide at the point of joining to help us provide you the services linked to membership. This includes the following;

• Welcome pack with your membership card.
• Any required information about payment notifications such as Direct Debit notices
• Renewal notifications
• Information we are obligated to sending you detailed in the Memorandum and Articles of Association such as information related to our Annual General Meeting.
• Your data is used to verify your access to log into our member only areas of websites
• We may scan your membership card at CAMRA events to check your entitlement to free or reduced entry. This information may then be used in relevant communications such as asking for feedback about a festival you attended.
• Research and surveys related to your membership experience
• Live calls – related to membership renewal and / or your membership
• Social media channels – Facebook, Twitter, YouTube
• Updates on membership benefits
• Changes to the terms and conditions of your membership e.g. price changes

 

Customer

All customers purchasing a product such as a book or service e.g. subscription to a CAMRA digital application will have personal data collected. This includes the following

• To enable us to process your purchase
• To allow us to provide the product or service requested
• To contact you about your purchase
• If consent is provided, to contact you about other items that you have consented to be contacted about.

Age restriction

By purchasing alcohol from our site you are confirming that you are 18 years or over. It is illegal in the UK to sell alcohol to someone under  18 or for an adult to buy or attempt to buy alcohol on behalf of someone under 18.

 

Single Issue Use

We may request your personal data in order for us to provide you with a single use service. This may include, but is not limited to, information about an event or campaign. We will request consent at the time of collection and will provide an opportunity to opt out in all future correspondence.  We will only contact you about this specific use and the initial consent gives us the right to send you further communications about this single issue. We may also request explicit consent for other items such as contacting you about membership or other products.

 

Marketing Communications

In accordance with GDPR we can only send you communications that you have consented too. You can manage your preferences on what you would like to hear about on your membership record in the member area of the national website.

We will only contact you with relevant content, as defined by your preferences, about campaigns, events, news, member benefits, fundraising and products. We will never pass your personal data, outside of contracted services, to any company outside of CAMRA.

You can amend your preferences at any time and stop communications. Update your preferences by visiting the national website, sign in, go to Edit your membership information, Enter / amend my record and go to preferences.

We want you to get the most out of your relationship with us. If you are updating your details online please allow up to 5 working days for all our internal systems to be updated. If you contact us via email or post please allow for 10 working days from request to action.

 

Profiling

In order for us to provide the most relevant information to you we do profile our data to best suit the audience.

We use specific tools to profile how you interact with us online e.g. we use Google Analytics to collect aggregated data to enable us to optimise the user experience.

All profiling is undertaken to enhance the user experience.

We may gather additional information about you from external sources.  We run data checks at intermittent occasions as required to check for updates to addresses and for mortality screening in order to ensure our data is as accurate as we can make it.

 

Who we share your data with

In order to provide membership and / or any customer service we do share your data to fulfill these requirements.

• CAMRA staff
• CAMRA volunteers with the relevant permissions to process personal data

We use external companies who have all been required to provide evidence of Data Protection Compliance.  Your information will not be used for anything other than the required service detailed in the Data Sharing agreement between CAMRA and the third party Data Processor. A list of third parties is a follows;

• Contracted data processors
• Service providers providing services to us
• Agents

 

How to update your data and marketing preferences

You can update your personal data at any time. This includes the right to withdraw your consent to any of our marketing communications. If you are updating your details online please allow up to 48 hours for all our internal systems to be updated. . If you contact us via email or post please allow for 10 working days from request to action.

If you want to update or amend your personal data or marketing preferences you can do so in the following ways:

Online: Visit www.camra.org.uk and sign in.   Click on Edit your membership information. Here you can edit your contact details and contact preferences.

Email: Write to membership@camra.org.uk . Please confirm your membership number and your request. We will store this email on your member record as proof of consent for any amendments to your record.

Call us: (Office opening hours week days 9am to 5pm) 01727 798440. We can amend your contact details. Marketing preferences must be done in writing or by yourself online.

Write to:

Membership Services

230 Hatfield Road

St Albans

Hertfordshire

AL1 4LW

(We will update your member record within 10 days of receipt of request)

 

Your Rights

You have a number of rights under GDPR and this section briefly highlights them. For more information visit  www.ico.org.uk

1. The right to be informed – We need to inform you what we are collecting and why. This privacy policy and any related fair processing notice provides this information.
2. The right of access – You have the right of access to your personal data and supplementary information. This information is free unless there is unreasonable effort upon which a charge may be made by the Data controller. A request is required in writing and must be specific to a set of data and or a time frame for when the data is required. CAMRA must provide you with this information within one month; this may be extended to two months dependent on the nature and complexity of the request.

If you would like to make a request, please contact the follow email dataprotection@camra.org.uk or write to us at Data Request, 230 Hatfield Road, St Albans, Herts, AL1 4LW. You will be asked to provide the following details:

• The personal information you want to access
• Where it is likely to be held
• The data range of the information you wish to access

We will also need to provide information for use to be able to confirm your identity. If we do hold personal data about you we will give you a copy of the information in an understandable format together with an explanation of why we hold and use it.

3. The right to rectification – The right to have your personal data rectified if it is incomplete or inaccurate.
4. The right to erasure – The right for the deletion of data where there is no compelling reason for its continued processing.
5. The right to restrict processing – The right to suppress or restrict processing. The data controlled could retain the data but no longer process it.
6. The right to data portability – The right to retain their own personal data and use it across multiple services.
7. The right to object – The right to object to process for legitimate interest, direct marketing and scientific purposes.
8. Rights in relation to automated decision making and profiling – Right to object to automated decision making.

 

Keeping your information

We will only use and or store your information for as long as it is required for the purpose it was collected. The purpose will determine how long it will be kept. This can sometimes be to meet a statutory or legal requirement. If we have explicitly informed you of the length of time we will securely destroy the data in question.

 

Cookies, Tracking and Websites

To read about CAMRA’s Cookie policy, please visit CAMRA cookies . For additional information on how you can manage which cookies are used by CAMRA, please see cookiechoices.org.

Some CAMRA websites use Third party vendors, including Google, which use cookies to serve ads based on a your previous visits to our website or other websites.

Google’s use of advertising cookies enables it and its partners to serve ads to you based on your visit to our sites and/or other sites on the Internet.

Users may opt out of personalised advertising by visiting Ads Settings.

CAMRA Apps – Please visit Apps for more information.  IOS and Android platforms have their own privacy terms which are subject to be accepted by the user.

Links to other websites – Our website may, from time to time, feature links to websites of partners, advertisers and affiliates. If you follow these links please note these websites have their own privacy policies and that we do not accept any responsibility or liability for them. This privacy policy relates only to the personal data collected by CAMRA.

 

How we secure your data

Information system and data security is imperative to us to ensure that we are keeping our customers, members, volunteers, employees and contractor safe.

We operate a robust and thorough process for assessing, managing and protecting new and existing systems which ensures that they are up to date and secure against the ever changing threat landscape. Our staff complete mandatory information security and data protection training as part of an induction process and annually thereafter to reinforce responsibilities and requirements set out in our information security policies.

When you trust us with your data we will always keep your information secure to maintain your confidentiality. By utilising strong encryption when your information is stored or in transit we minimize the risk of unauthorised access or disclosure; when entering information on our website, you can check this by right clicking on the padlock icon in the address bar.

 

Payment card security

CAMRA has an active PCI-DSS compliance programme in place. This is the international standard for safe card payment processes. As part of our compliance to this very stringent standard, we ensure that our IT systems do not directly collect or store payment card information; for example the full 16 digit number on the front of the card or the security code on the back. We regularly undergo compulsory system scans to ensure our compliance.

Our online payment solutions are carried out using a ‘payment gateway’ (e.g. Sagepay) which is a direct connection to a payment service provided by a bank. This means that when you input card data into the payment page, you are communicating directly with the bank and the bank passes your payment to us, this means that your payment card information is handled by the bank and not processed or held by us

CCTV

We run a number of events in locations that are not owned by us and their Closed Circuit Television (CCTV) is managed by those properties.  Where CCTV is installed by CAMRA we will clearly display that you may be recorded when you visit them.

CCTV is used to provide security and the detection of crime. It is there to protect both our members and visitors and CAMRA. CCTV will be only be viewed when necessary (e.g. to detect or prevent crime) and footage is stored for a set period of time after which it is recorded over.  CAMRA complies with the Information Commissioner’s Office CCTV Code of Practice and we put up notices so you know when CCTV is used.

 

What to do if you are not happy

If you are unhappy with anything related to your personal information please contact us directly so that we can resolve any problem or query. You can contact us directly on 01727 798440 or dataprotection@camra.org.uk

You also have the right to contact the Information Commissioners Office (ICO) if you have any questions about Data Protection. They are contactable via the phone on 0303 123 113 or visit their website www.ico.org.uk.

 

Changes to this Privacy Policy

We will amend this Privacy Policy from time to time to ensure that it remains up to date and reflects clearly how we use your personal data. Please visit our website to keep up to date with any changes. We will not amend anything that will affect your rights. The current version will always be posted on our website.

This Privacy Policy was last updated on the 23rd March 2023

Terms and Conditions

1. About us

This website shop1.camra.org.uk / shop.camra.org.uk is owned and operated by:

Campaign for Real Ale Ltd
230 Hatfield Road
St Albans
Hertfordshire
AL1 4LW
VAT number 540 1166 87
Email: shop@camra.org.uk
Tel: 01727 867201
Fax: 01727 867670
If you need to contact us please use the details above.

2. Make a Contract with us

2.1 When you place an order with us, you are making an offer to buy goods. We will send you an e- mail to confirm that we have received your order.

2.2 Once we have reviewed your order we will e-mail you again to confirm that we accept your order, and that a contract has been made between us.

2.3 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. You will not receive an e-mail confirming acceptance of your order, and there will be no contract between us.

2.4 Images of products on this website are for illustrative purposes only. Your goods may vary slightly from the image shown on the website and will not include any of the pictured accessories, unless stated in the specification of the goods. Whilst goods may be shown assembled they may require assembly by you.

2.5 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the actual goods.

2.6 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.

2.7 This contract is covered by English law.

2.8 By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.

3. How to place order

3.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your basket.
Items you do not require can be removed from your basket at any time. If you prefer to order by telephone you can do so by calling 01727 337855.

3.2 Carriage charges will be shown prior to you placing your order. Prices are as follows:

Mainland UK Orders

• Weighing up to 499g: £3.60
• Weighing between 500g – 999g: £5.85
• Weighing between 1000g and 2499g: £7.50
• Weighing over 2500g: £7.50 + 0.50 p/250g above 2500g

European Orders & Rest of the World – weight limit 2KG

NB: We currently use Royal Mail for overseas orders and as a part of our service agreement there is a weight limit of 2KG on individual parcels.

• Any orders exceeding this weight limit will not be processed at checkout.
• We currently have no procedures in place for facilitating the sending of packages over 2kg direct from our warehouse.
• Many of our books are available from alternative retailers who may have the ability to send overseas.
• We are charging a Weight-based flat-fee for International shipping of packages under 2kg- this covers postage and packaging – this will be displayed at checkout
• All international orders are being sent DDU -Delivery Duty Unpaid.
• DDU is where customers pays all customs, duties and fees after their goods have arrived in the destination country.In this scenario, local customs contact your customer, who must pay any outstanding charges before their goods are released for final delivery.
• Remember: Parcels will be held by customs until payments are made. Any payments not received may result in parcels being returned, delayed or in some cases destroyed.

3.3 You will be required to pay for the goods in full at the time of ordering.

3.4 We use secure payment facilities for online purchases. You can pay for your order by Visa, Mastercard or Delta/Connect.

3.5 Promotional prices only apply during the period stated. When coupons are used, one code applies per order. 7 books 7 days offer runs 21-27/11 on selected titles.

3.6 All prices quoted on our website are in UK pounds and include Value Added Tax at the current rate.

3.7 Once your order has been confirmed, changes may not be possible or may incur additional charges or delays.

3.8 Once your order is complete we will notify you of the dispatch date.

4. Delivery & Carriage Charges

4.1 Goods will normally be dispatched from our warehouse within 7 working days and any estimated dispatch date is an estimate, which can change without notice.

4.2 We will normally deliver goods within 2-3 working days of dispatch.

4.3 Your order may arrive in more than one delivery.

4.4 We can deliver our goods anywhere in mainland Great Britain and Republic of Ireland, mainland Europe & the rest of the world. Please note that shipping costs will vary based on your delivery destination.

4.5 We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order, which is normally between 9:00am and 6:00pm Monday-Friday. We will not accept responsibility for loss or damage of goods left unattended.

4.5a For orders that exceed the weight limit of Royal mail: External courier services will not deliver to a PO Box addresses.  Should this affect your order we will contact you and ask for an alternative address.

4.6 Disposal of packing materials is your responsibility.

4.8 After two failed delivery attempts (or if you are not at home for an agreed delivery) the goods may be returned to our distribution warehouse and we reserve the right to charge you an additional re-delivery charge.

4.9 If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery.

4.10 Please check the goods on delivery – any goods found to be missing or damaged should be notified to the delivery driver at the time of delivery or ourselves within a reasonable time.

4.11 If the goods are lost or damaged in transit, please let us know promptly.

4.12 Deliveries are made to a ground floor entrance only and on the condition that there is reasonable access for the safe and prompt delivery of the goods. You should tell us about any special delivery requirements or conditions when you place your order.

4.13 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.

4.14 Time is not the essence of the contract unless expressly stated otherwise in writing by a Director of the Company.

 

5. Cancellation and returns

5.1 This policy does not apply to goods ordered by businesses which are exempt from the Distance Selling Regulations.

5.2 You can cancel your contract at any time up to 14 days after the day of delivery. To do this, please e-mail, fax or write to us. We are unable to accept cancellations by phone.

5.3 You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.

5.4 If you cancel, you must return the goods within 14 days of cancellation, complete with the original packaging to us and/or our supplier (or any other UK address specified by us), at your own expense. You must ensure that the goods are packaged adequately to protect against damage.

5.5 You may properly examine the goods for 14 days.

5.6 If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

5.7 We will refund all monies paid to us by you including any postage / carriage within 30 days, less any costs due under this contract.

5.8 Business customers, or customers exempt from the distance selling regulations may not cancel an order without our mutual agreement.
This cancellation policy does not affect your legal rights – for example, if goods are faulty or misleadingly described.

6. Faulty Goods / Guarantee

6.1 If there is a problem with the goods, please notify us by email or in writing providing details of the problem. It’s helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.

6.2 A refund can be requested on faulty goods up to 30 days after receipt of goods with appropriate evidence of fault supplied.

6.3 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked.
The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.

6.4 Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.

6.5 If an item is no longer available we will offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.

6.6 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.

7. Liability

7.1 The products sold on this website have been designed to comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the UK.

1. Use of Website

1.1 You are permitted to use our website for your own purposes and to print and download material from this Website provided that you do not modify any content without our consent. Material on this website must not be republished online or offline without our permission.

1.2 The copyright and other intellectual property rights in all material on this Website are owned by us or our licensors and must not be reproduced without our prior consent.

1.3 Subject to paragraph 1.1, no part of this Website may be reproduced without our prior written permission.

2. Visitor Conduct

2.1 With the exception of personally identifiable information, the use of which is covered under our Privacy Policy (www.camra.org.uk/privacy-policy), any material you send or post to this Website shall be considered non-proprietary and not confidential. Unless you advise to the contrary we will be free to copy, disclose, distribute, incorporate and otherwise use such material for any and all purposes.

2.2 When using this website you shall not post or send to or from this Website any material for which you have not obtained all necessary consents, is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom.

3. Site Uptime

3.1 We take all reasonable steps to ensure that this Website is available 24 hours every day, 365 days per year.
However, websites do sometimes encounter downtime due to server and, other technical issues. Therefore we will not be liable if this website is unavailable at any time.

4. Links to and from other websites

4.1 Any links to third party websites located on this Website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content.

4.2 If you would like to link to this Website, you may only do so on the basis that you link to, but do not replicate, any page on this Website and you do not in any way imply that we are endorsing any services or products unless this has been specifically agreed with us.

4.3 If you choose to link to our website in breach of Paragraph 4.2 you shall fully indemnify us for any loss or damage suffered as a result of your actions.

5. Exclusion of Liability

5.1 We take all reasonable steps to ensure that the information on this Website is correct. However, we do not guarantee the correctness or completeness of material on this Website. Neither we nor any other party (whether or not involved in producing, maintaining or delivering this Website), shall be liability or responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of our website. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss.

6. Law and Jurisdiction

This Legal Notice shall be governed by and construed in accordance with English law. Any dispute(s) arising in connection with this Legal Notice are subject to the exclusive jurisdiction of England and Wales.

Tickets Purchase Terms and Conditions

 

• Once purchased, tickets cannot be transferred, exchanged, refunded or returned unless the event is cancelled, moved to another date, or if details of the event are significantly changed after an order is placed (significant changes being a change of venue, destination, date/time or host).
• No duplicate tickets will be issued to replace lost or stolen tickets.
• Customers are advised to check their purchase upon receipt.
• In the event that your tickets are lost in the post and duplicates are arranged for collection at the event, these will only be given out to the member cardholder upon production of the valid membership card.
• Occasionally, events are cancelled or postponed by the promoter, team, or venue for a variety of reasons. As soon as we are notified of any amendments we will contact all customers by email, depending on your method of booking, or by phone if it is urgent. If the event has been cancelled, you will be entitled to a face value refund. If an event is rescheduled or moved venue, you are usually given the option of retaining your tickets for the new date/location, or claiming a face-value refund. The email will contain details on how to obtain this refund, or you can contact us via camra@camra.org.uk or 01727 867201 more information. Please note, however, it is the customer’s responsibility to check whether the event is going ahead at the scheduled date, time and venue, and CAMRA cannot guarantee that they will inform the customer of any changes to the event date, time or venue.
• When returning tickets for a refund due to cancellation or postponement, tickets need to be sent to the following addresses –

Finance Team
Campaign for Real Ale
230 Hatfield Rd
St Albans
Herts
AL1 4LW

 

• We advise the use of secure mail when returning tickets as we cannot guarantee refunds without the tickets being returned to us. You should also include a copy of the email or letter if requested, or a covering note containing your order reference number and contact information. On receipt, CAMRA will refund the customer the face value of the tickets using the same method as used to purchase them. Please note that the return postage cost is non-refundable.
• Please note, in the event of an event being cancelled or postponed, CAMRA cannot be held responsible for any costs incurred by the customer for travel, accommodation or any other related service.
• If CAMRA is unable to fulfil an order for any of the reasons below the customer will be entitled to a full refund:
  • CAMRA despatch your order to the wrong address and cannot provide replacement tickets
  • CAMRA do not despatch your order and do not arrange for the tickets to be available for collection
  • CAMRA despatch the wrong order, i.e. wrong event / wrong type of tickets
  • Any other similar circumstances where CAMRA has acted with negligence or where we may have acted in breach of contract
• It is the responsibility of the customer to inform CAMRA of any change of address, contact phone number or email address, both before and after receipt of the goods. Please note that our preferred method of contact for customers booking online is by email, so care should be taken to provide a current, valid email address.
• The right to admission to an event is reserved by the promoter and event venue, who may take health and safety, environmental and security concerns into account at their reasonable discretion, and may from time to time carry out security searches. See would advise customers that no refunds will be offered to customers who are refused entry or ejected from a venue on account of late arrival, being (or appearing to be) under age as specified by the event organiser, declining to be searched, abusive, threatening, drunken or other antisocial behaviour (including smoking in no smoking areas), carrying offensive weapons or illegal substances, or making unauthorised audio, video or photographic recordings.
• Events and ticket types where an age restriction applies are clearly indicated during the booking process. Please ensure that you read all the information that applies to the event/ticket you are booking, and carry proof of age if appropriate.
• If it becomes impractical to post tickets out, due to the proximity of an event or circumstances beyond our control, we reserve the right to make tickets available for collection at the venue immediately prior to the event. Customers will be notified by phone, email or in writing (using the details provided at the time of ordering) if this becomes necessary.
• By ordering you agree that the tickets are for the personal use of you and your party only, and will not be resold or transferred. Any resale or attempt to resell the tickets at a price higher than purchased will result in your orders being cancelled without prior notification.
• If a customer orders more tickets than the maximum allowed, as indicated during the booking process, we reserve the right to cancel the order. The maximum applies per person/card/household.
• If tickets that are despatched are returned to CAMRA as “addressee unknown”, we reserve the right to cancel the order.
• In order to prevent fraud and to protect both parties, you may be asked to provide additional information after your booking so that we can verify your purchase.
• We reserve the right to cancel any order that further to investigation we deem to be possibly of a fraudulent nature. These checks may include, but not be limited to, a request to be provided with an original credit or debit card statement, attempts to contact a customer by telephone, reference to records to check for other fraudulent activity at an address.