Terms and Conditions

1 Definitions and scope

1.1 “We”, “us” and “our” mean London Sound and Light Ltd. “You” and “your” mean the customer named in our booking confirmation. “Equipment” means equipment and accessories supplied on hire by us, including items sourced from other suppliers. “Services” include agreed planning, delivery, installation, operation, production, dismantling and collection.

1.2 A “consumer” is an individual acting wholly or mainly outside their trade, business, craft or profession. A “business customer” is a customer who is not a consumer. Your actual circumstances determine your status; describing a booking as a trade booking does not remove consumer rights.

1.3 These terms apply to equipment hire and event production, and to incidental goods expressly identified as sold in our quotation. A quotation is our written description of the proposed scope, price, dates and assumptions. A booking confirmation is our written acceptance of your order. Email and identifiable electronic messages count as writing.

1.4 The contract comprises the booking confirmation, accepted quotation, any expressly agreed special conditions and the version of these terms supplied before you booked. Specifically agreed special conditions take priority, followed by the booking confirmation, quotation and these terms. Nothing in that order of priority removes mandatory legal rights or binding pre-contract information supplied to a consumer.

1.5 Changes to the website terms apply to future contracts only. Changes to an existing booking require agreement, except for the limited operational steps expressly permitted below.

2 Quotations and booking acceptance

2.1 Unless stated otherwise, quotations remain open for 14 calendar days. Availability is not reserved until we confirm your booking or expressly agree a temporary hold in writing.

2.2 A contract is formed when we confirm acceptance of your order in writing. Your order may be placed by signing or electronically accepting a quotation, making the requested booking payment, or giving an authorised written instruction to proceed. An automated receipt of an enquiry or payment is not acceptance unless it expressly confirms the booking.

2.3 If we cannot accept your order, we will tell you and refund any payment received for it promptly. We will not replace a clearly agreed price after booking merely because our costs have increased.

2.4 You must identify the correct contracting customer and billing details. Anyone placing a business order must have authority to bind that customer. A purchase order must be provided where your organisation requires one; its absence does not postpone payment under an otherwise valid contract. Your purchase-order terms apply only if we expressly accept them in writing.

2.5 An agency, planner or intermediary booking in its own name is the customer unless we expressly agree to contract with a disclosed principal. A business customer’s payment obligations do not depend on payment by its own client. An employee or representative does not give a personal guarantee merely by placing an authorised order.

3 Scope and suitability

3.1 We supply the equipment and services expressly included in the accepted quotation. Unless included, the price does not cover additional operators, rehearsals, content creation, internet connections, generators, structural design, specialist rigging, venue charges, licences, security or support for third-party systems.

3.2 You must give us accurate information about the event, audience size, intended use, venue, access, power, programme and other suppliers. Tell us promptly if anything changes. We will exercise reasonable care and skill when advising on suitability using the information reasonably available to us.

3.3 A delivery-only or dry-hire booking does not include an operator remaining on site. A staffed booking covers only the staff, roles and hours stated. Equipment supplied without an operator must be used only by people who are competent or have received adequate instructions.

3.4 A standard or venue-specific package is based on the description and assumptions disclosed before booking. It does not include exclusive use of a venue or establish that we are that venue’s preferred supplier unless expressly stated.

3.5 We will check material site assumptions before committing where reasonably necessary. Any stated survey condition must explain what remains to be verified. If a survey identifies a material change, we will propose revised arrangements for agreement. If no agreement is reached, we will refund payments for unperformed work, retaining only separately authorised survey or preparatory work properly completed, unless your breach gives rise to a lawful claim.

4 Prices and payment

4.1 Prices and the payment schedule are stated in the quotation. Consumer prices include VAT and all known compulsory charges. Business quotations identify whether VAT is additional. Any charge that cannot reasonably be calculated beforehand must be identified with its calculation basis before booking.

4.2 Unless another schedule is stated, 50% of the contract price is payable on confirmation, with the balance due seven calendar days before the first scheduled service or equipment release, whichever is earlier. Bookings made within that period require payment in full on confirmation. Agreed credit accounts follow their written payment terms.

4.3 An advance booking payment forms part of the contract price. It is not automatically non-refundable. Cancellation is dealt with under sections 20 and 21. A security deposit is separate from an advance payment.

4.4 We may withhold equipment release or suspend future performance where an undisputed payment is overdue, after notifying you and allowing a reasonable opportunity to pay having regard to the event date. If payment remains outstanding, section 22 applies. We will not charge for delay that we cause without contractual justification.

4.5 Business customers may be charged statutory interest, statutory compensation and recoverable debt-recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable. We do not apply that statutory business regime to consumers.

4.6 Tell us promptly about a disputed invoice and explain the disputed amount. Pay any undisputed balance when due. This does not restrict legal rights to withhold payment or claim a refund. We will not automatically withdraw an agreed discount merely because payment is late.

5 Security deposits and identity checks

5.1 Any security deposit, card pre-authorisation, identity check or proof-of-address requirement will be disclosed before booking, including the amount and relevant conditions. Identification must relate to the customer or an authorised representative we have agreed to accept.

5.2 A card pre-authorisation reserves available funds; it is not necessarily a completed payment. Its duration and the time taken to release funds depend on the payment provider and card issuer. Any replacement authorisation requires the appropriate consent and must comply with payment-provider rules.

5.3 We may apply a security deposit or authorised card hold only against sums properly due under the contract. We will provide an itemised explanation and available supporting evidence before making a damage deduction or capture. You may dispute the assessment, and our assessment is not conclusive evidence.

5.4 We aim to inspect returned equipment and instruct release or refund of an undisputed security balance within five working days. If specialist inspection is reasonably needed, we will explain why and give an expected timescale. We will release the undisputed balance rather than retain the entire deposit unnecessarily.

5.5 A deposit does not limit liability for an otherwise recoverable loss exceeding it. Nor does providing card details authorise unlimited or unrelated charges.

6 Client and third-party equipment

6.1 You must disclose equipment supplied by you, the venue, entertainers or other contractors which will connect to, share power or frequencies with, attach to, or materially affect our equipment or services. This includes DJ equipment, mixers, microphones, wireless systems, instruments, laptops, playback devices, LED processors, lighting controllers, power distribution, generators and rigging or staging components.

6.2 Provide available details when requesting a quotation and complete technical information at least seven calendar days before our first on-site attendance, unless we agree another deadline. For shorter-notice bookings, provide it when booking. Information must include makes and models, connection types, channel counts, power requirements, wireless frequency ranges, relevant technical riders and the responsible supplier’s contact details.

6.3 You are responsible for obtaining these details from your suppliers. Tell us about substitutions or additions as soon as you know. Our agreement to a particular configuration does not automatically cover a later change.

6.4 Integration, programming, troubleshooting and operation of third-party equipment are included only where expressly agreed. Our presence at an event does not mean that we have accepted responsibility for the complete technical system.

6.5 We may inspect or test third-party equipment before connecting it. We may reasonably refuse, isolate or disconnect equipment that is unsafe, incompatible, unlawful, unreliable or likely to interfere with agreed services. We will explain the concern and consider a practical alternative where possible.

6.6 A successful connection or limited test is not certification of another supplier’s equipment or a guarantee of its continued operation. We remain responsible for exercising reasonable care and skill in work we undertake, including any suitability or compatibility advice expressly included in our scope.

6.7 If undisclosed, changed or defective third-party equipment requires extra work, we will explain the proposed changes and charges and obtain approval under section 8. We are not required to provide unquoted equipment, additional channels, adapters, licences or staff free of charge.

6.8 We are not responsible for a failure, delay or reduced performance to the extent caused by third-party equipment or an unauthorised change, except where our own breach or negligence caused or contributed to the problem. You remain entitled to remedies for our own defective equipment or services. Any charge for services prevented by your breach must reflect our recoverable loss and savings made.

7 Event coordination and instructions

7.1 Nominate one lead contact and an authorised deputy with suitable authority to approve operational decisions and chargeable changes. Tell us any spending limit before work starts. We will not treat every guest, performer or venue employee as authorised to increase your bill.

7.2 Provide the running order, supplier contacts, technical riders and material requirements by the agreed deadline. We will coordinate our agreed work with other suppliers, but do not become the event organiser or production manager unless that role is included.

7.3 Conflicting instructions must be resolved by your authorised contact. Our staff retain control over the safe operation of our equipment. No instruction requires us to breach law, venue conditions or safe working practices.

7.4 You must ensure that your appointed suppliers cooperate with agreed access, soundcheck and technical arrangements. A late arrival or missed rehearsal may reduce the time available. We will take reasonable steps to minimise the effect and explain any remaining limitations.

8 Changes and additional work

8.1 Requests to change equipment, quantities, venue, dates, working hours, layout, programme or technical requirements are subject to availability, feasibility and agreement on price and timing.

8.2 We will confirm the additional scope and price, or an agreed calculation basis and spending limit, before carrying out chargeable extra work. Extra charges to consumers require express agreement; silence is not consent.

8.3 Urgent on-site approval may be given by the nominated contact and recorded by email, message or a signed job sheet. If immediate verbal approval is necessary, we will record the agreed scope and cost as soon as practicable.

8.4 If a change is not approved, we may continue with the original scope where safe and practicable. We may refuse the requested addition. This does not entitle us to abandon unaffected work without justification.

8.5 We may take immediate proportionate action to make a dangerous situation safe without waiting for approval. Any resulting claim against you must be supported by the contract or applicable law; this is not permission for an unrestricted extra charge.

9 Venue access and site conditions

9.1 You must arrange the agreed access and permission to deliver, install, operate, dismantle and collect. Disclose stairs, lifts, carrying distances, restricted doors, vehicle limits, loading restrictions, parking arrangements, security checks and curfews before booking.

9.2 Installation and dismantling require the uninterrupted time stated in the quotation. The working area must be ready, reasonably clear and safe. Installation time does not begin while our crew is prevented from accessing that area, although agreed waiting or crew time may be chargeable under section 10.

9.3 Tell us about noise restrictions, listed-building requirements, floor protection, fixing restrictions, smoke detection, sprinkler systems, weight limits, rigging rules and any venue approvals relevant to our work. We will comply with restrictions disclosed and agreed, and with applicable safety duties in all cases.

9.4 You must arrange permissions allocated to you in the quotation. We remain responsible for permissions and obligations relating specifically to our own operations that we have agreed or are legally required to obtain.

9.5 Parking, permits, venue charges and special access costs are payable only as disclosed and agreed. You are not responsible for fines caused by our unlawful parking or conduct.

9.6 Where several suppliers work in the same area, you must facilitate safe coordination. We retain our own legal duties and may require work to be sequenced safely.

10 Delays overtime and collection

10.1 Booked crew hours, access times and delivery or collection windows are shown in the quotation. A delivery window is not a guaranteed exact arrival time unless we expressly agree one.

10.2 Waiting, extra crew time, additional vehicle journeys, storage or extended hire resulting from your failure to meet agreed arrangements may be charged at rates or calculation methods disclosed before booking. We will notify you promptly, keep reasonable records and take reasonable steps to reduce the cost. No such charge applies to delay caused by us.

10.3 Extensions are subject to availability and agreement. A delayed event does not automatically extend crew hours, venue permission or hire without charge. If staff or equipment must leave for another commitment, we will explain the position and seek a safe, reasonable solution.

10.4 Equipment must be accessible at the agreed collection place and time, with its accessories and cases. For dry hire, it must be packed as instructed. Where dismantling is included, leave it for our crew rather than dismantling it yourself.

10.5 Failed collection caused by your breach may result in reasonable repeat-collection and additional hire charges under the disclosed pricing basis. We will not prolong charges unnecessarily. If equipment is ready and accessible but we delay collection, additional hire charges do not accrue for our delay.

10.6 Consumer liability for waiting, delay or failed collection is limited to reasonable loss caused by their breach, taking account of savings and steps reasonably available to reduce the loss. We do not recover the same loss twice under different headings.

11 Power connectivity and wireless systems

11.1 You must arrange any venue power, earthing, internet or other facilities allocated to you in the quotation. They must meet the specifications we provide. Do not assume that a domestic socket, venue Wi-Fi or an existing sound system will be suitable.

11.2 Generators, electrical distribution, backup power, dedicated internet and redundant systems are included only if stated. We will advise where a disclosed requirement makes them reasonably necessary for our proposed solution.

11.3 Wireless systems depend on frequency availability, lawful operation and the local radio environment. You must disclose other wireless users known to you and arrange coordination with your suppliers. We will exercise reasonable care in selecting and configuring systems we supply, but cannot promise an interference-free radio environment.

11.4 Responsibility for obtaining relevant radio licences must be agreed. Each supplier remains responsible for legal duties applicable to its own equipment and use. We may refuse to operate equipment unlawfully.

11.5 Streaming and remote participation depend on agreed connectivity and external platforms. We remain responsible for our agreed setup and operation, but do not guarantee third-party network or platform availability. Recording, local backups and failover are separate services unless included.

12 Safety weather and working conditions

12.1 Each party must comply with legal health and safety duties applicable to it. Nothing transfers or excludes a duty that cannot lawfully be transferred or excluded.

12.2 You must inform us of known site hazards and keep guests and other suppliers away from working areas, electrical distribution, suspended equipment and restricted controls. Do not obstruct exits or remove safety barriers, ballast, cable protection or warning signs.

12.3 Our crew may pause or refuse unsafe work, reduce sound levels, isolate equipment or dismantle a structure where reasonably necessary for safety or legal compliance. We will explain the reason and resume affected work when it is safe and reasonably practicable.

12.4 Outdoor use must be agreed beforehand. Equipment may only be exposed to weather within its specified limits. You must supply any agreed shelter, ground protection, drainage or secure storage. An IP rating does not establish that an entire installation is weatherproof.

12.5 Wind, rain, lightning, heat, ground conditions and manufacturer limits may require a change or stoppage. Safety decisions rest with the competent person responsible for the relevant system. You cannot require operation outside safe limits by accepting the risk.

12.6 Staging, rigging, LED structures and suspended loads must not be modified or loaded beyond the agreed design. Third-party attachments, banners, scenic panels or additional fixtures require prior technical approval.

12.7 Abuse, threats, harassment or violence towards personnel will not be tolerated. We may suspend affected work and require the behaviour to stop or the person to be removed. Serious or continuing danger may justify withdrawal under section 22.

12.8 Charges following a stoppage depend on its cause. Our own breach does not entitle us to full payment for unperformed work. Customer breach is addressed through reasonable recoverable loss; events beyond either party’s control are addressed in section 23.

13 Ownership custody and hire period

13.1 Hired equipment remains the property of us or its relevant owner. You must not sell, pledge, dispose of, remove ownership labels from or grant rights over it. Subhire, relocation or removal outside mainland Great Britain requires our prior written agreement.

13.2 Hire charges cover the reserved period stated in the booking, whether or not you use the equipment. Early return does not itself create a refund entitlement, subject to your legal rights and the cancellation provisions.

13.3 Your custody responsibility begins when equipment is handed to you or your authorised recipient, or placed in a specifically agreed secure delivery location. We will not leave equipment unattended at an unagreed location and automatically transfer responsibility to you.

13.4 Your custody responsibility ends when we or our authorised carrier physically take equipment back. Inspection may reveal an earlier loss or damage, but our later inspection or paperwork does not extend the custody period or ordinary hire charges by itself.

13.5 Where our personnel retain exclusive control of an installation, you are not made responsible merely by these terms for loss caused by their handling or our negligence. You remain responsible for your own breach and for agreed security arrangements during unattended periods.

13.6 A delivery or collection signature records the handover; it does not conclusively prove concealed condition. If no representative is present, we may document the handover with records or photographs. Absence does not waive your right to challenge an error.

14 Care of equipment and insurance

14.1 Keep equipment secure, dry where required and protected from theft, impact, liquids, excessive heat and misuse. Follow operating and transport instructions. Do not leave it unsecured in public areas or in a vehicle contrary to agreed security conditions.

14.2 Do not modify, repair, rewire, open, reprogram or reset equipment beyond authorised user controls. Do not allow another supplier to do so. Keep food and drinks away from sensitive equipment and do not use unapproved tape, paint, fixings or cleaning products.

14.3 Business customers bear the risk of accidental loss, theft and damage while equipment is in their custody under section 13, excluding fair wear and tear, inherent defects and loss to the extent caused by our breach or negligence. They must maintain hired-in equipment insurance for the replacement values and risks disclosed before booking, or agree an alternative with us in writing. Insurance does not replace their contractual obligations.

14.4 Consumers are responsible for loss or damage caused by their failure to take reasonable care, breach of agreed instructions, or acts of people they allow to use or handle the equipment. They are not made automatically liable for every accident or theft regardless of fault. Any special consumer insurance requirement must be reasonable, expressly disclosed and agreed before booking.

14.5 Tell us immediately about theft, loss or serious damage. Where theft or a crime is suspected, report it promptly to the police and provide the reference when available. Cooperate reasonably with recovery and insurance enquiries.

15 Damage missing items and cleaning

15.1 Where you are responsible under these terms, we may recover reasonable repair costs or, if repair is not economical or possible, the reasonable cost of an appropriate replacement. Replacement must reflect the lost item’s specification, age, condition and remaining useful life where relevant. We will not use a claim to fund an unjustified upgrade.

15.2 A discontinued item may be replaced by a reasonably equivalent available model. We will explain the valuation, any unavoidable new-for-old element and adjustments that avoid overcompensation.

15.3 Missing cables, cases, stands, clamps, power supplies and other accessories are assessed separately. Exceptional cleaning caused by misuse, spills, smoke contamination, adhesives or similar avoidable contamination may be charged at reasonable evidenced cost. Ordinary cleaning and fair wear are included in the hire price.

15.4 Business customers may also be liable for reasonable, evidenced loss of hire income caused by damage for which they are responsible, limited to the period reasonably required to repair or replace the item and actual lost business after savings and mitigation. This is not an automatic continuing daily hire charge. Consumers are liable only for reasonably foreseeable loss caused by their breach.

15.5 We will provide a breakdown and relevant evidence. We will account for recoveries from insurers or third parties to avoid double recovery. We will not charge both full replacement cost and the full repair cost for the same loss.

16 Faults and event performance

16.1 We will supply equipment meeting the contract description and applicable standards, and perform services with reasonable care and skill. You must tell our on-site lead or designated support contact about a problem as soon as reasonably possible so that we can investigate while it matters.

16.2 Stop using equipment if continued use could be unsafe or cause damage. Preserve relevant settings and evidence where safe. Do not arrange repairs or substitute chargeable services at our expense without giving us a reasonable opportunity to respond, except where urgent reasonable action is necessary to prevent loss or danger.

16.3 We will investigate and, where responsible, seek a proportionate practical remedy such as adjustment, repair, replacement or reperformance. If that is impossible or too late to be useful, an appropriate price reduction or refund may be due. Other remedies available by law remain unaffected.

16.4 Equipment passing a workshop test does not by itself disprove an intermittent or on-site fault. We will consider the operating conditions, technical records and other evidence. Equally, a failure of the overall event system does not by itself establish a fault in equipment or services we supplied.

16.5 Venue acoustics, daylight, ambient light, sound limits, presentation quality and audience positioning may affect results. We will identify material limitations reasonably apparent when advising or planning. We are responsible for any expressly agreed performance specification, subject to the disclosed assumptions and these terms.

16.6 Late notification may affect the evidence available or increase avoidable loss, but does not automatically extinguish a valid claim or statutory right. No arbitrary 24-hour or three-day deadline removes your legal remedies.

17 Content rehearsals and recordings

17.1 Supply final presentations, videos, artwork, fonts and other content in the agreed format by the agreed deadline. If none is specified, provide it at least three working days before the event. Complex content may need an earlier deadline stated in the quotation.

17.2 You are responsible for factual accuracy, spelling, permissions and the right to use supplied content. We are responsible for agreed technical preparation and for errors we introduce. Proof approval does not excuse our failure to reproduce an approved proof correctly.

17.3 Late files, changed formats or missing rehearsals may require extra work or prevent full testing. We will explain foreseeable consequences and seek approval for additional work. We do not guarantee untested content will function on every system.

17.4 We are not responsible for obtaining music, performance, broadcast or recording permissions allocated to you or another supplier. Our own licences and legal duties remain our responsibility.

17.5 Recording, editing, file delivery, backup and retention periods must be agreed where included. Keep copies of source files you provide. We do not promise indefinite storage of production files. Publicity use of identifiable people, private events or confidential content is not authorised merely by acceptance of these terms; appropriate permission or another lawful basis is required.

18 Scenic work custom goods and sales

18.1 Custom printing, branding, scenic fabrication and goods sold outright must be identified in the quotation, together with specifications, approvals and delivery arrangements. Hired scenic items remain subject to the hire terms.

18.2 Production begins after the required approval. Check dimensions, artwork and wording carefully. Later changes may require a separately approved charge. We remain responsible for conforming to the approved specification and applicable legal standards.

18.3 Any reasonable colour, material or manufacturing tolerances must be disclosed before approval. A broad disclaimer does not excuse a material departure from the agreed specification.

18.4 For goods sold, ownership passes on full payment, but risk passes on physical delivery to you or an authorised recipient, subject to mandatory consumer rules. Until ownership passes, a business customer must identify and reasonably protect the goods as ours. Any recovery must be lawful and proportionate.

18.5 Consumer goods must be satisfactory, fit for an agreed purpose and as described. Applicable rejection, repair, replacement and refund rights remain intact, including for personalised goods that are faulty. Any exclusion from change-of-mind cancellation does not remove these rights.

19 Subcontractors and substitutions

19.1 We may use competent subcontractors and hired-in equipment. We remain responsible for services we contract to supply, including work performed on our behalf. Suppliers engaged directly by you are not our subcontractors merely because we work alongside them.

19.2 If an item becomes unavailable, we may propose an equivalent or better substitute at no extra charge where it does not materially change the agreed function or appearance. We will obtain approval for a material change, including where a particular model, finish or dimension was important to your booking.

19.3 If no acceptable substitute is available, you may cancel the affected part and receive a refund for it. If its absence substantially defeats the purpose of the booking, you may cancel the affected booking. Rights arising from our breach remain unaffected.

20 Customer cancellation postponement and reductions

20.1 To cancel, postpone or reduce a booking, send a clear written notice by email to hello@londonsoundandlight.co.uk or by letter to London Sound and Light Ltd, 22 Rosemont Road, Wembley, England, HA0 4PE. Please include your name and booking reference or enough information to identify the booking. No special form is required. Cancellation takes effect when your clear notice reaches us; it does not depend on our acknowledgement. Applicable charges are determined under this section. Statutory consumer cancellation rights, including the rules on how and when notice may be given, take priority and are addressed in section 21.

20.2 Outside any statutory right to cancel, you may cancel subject to paying the charge calculated below. It compensates recoverable loss caused by cancellation and is not a penalty or automatic forfeiture of every advance payment.

20.3 Our total cancellation claim for the cancelled scope, including completed preparatory work and committed supplier costs, will not exceed these limits, unless a separately negotiated business cancellation schedule expressly replaces them:

20.4 The amount charged will also not exceed our reasonable net loss caused by cancellation. We will account for work properly completed, non-recoverable commitments and lost net profit where recoverable, deduct costs saved and relevant replacement income, and take reasonable steps to reduce loss. We will provide a calculation on request. An advance payment is credited against the amount due; any excess is refunded within 14 days after the amount is established, or sooner where law requires.

20.5 We do not add a separate charge for the same supplier commitment, custom work or lost hire already included in that calculation. Goods or services already fully supplied and accepted as a distinct completed part of the contract remain payable; they are not treated as newly cancelled future work.

20.6 Postponement requires agreement on availability and revised price. We will explain transferable payments and non-recoverable costs before agreeing a new date. If no agreement is possible, cancellation is calculated under this section, subject to sections 21 and 23. Reinstating a cancelled booking requires a fresh written agreement; payments and previously charged loss will be reconciled to avoid double recovery.

20.7 A reduction in scope is treated as cancellation only of the removed part. We will not retrospectively reprice completed work. Any package repricing for the remaining scope must be expressly agreed and must not duplicate a cancellation charge.

20.8 Cancellation caused by our actionable breach is not subject to these customer cancellation charges. Your rights where we fail to perform remain intact.

21 Additional consumer cancellation rights

21.1 Consumers may have a statutory cooling-off right for bookings made online, by telephone or away from our premises. Where it applies to a service contract, the period normally expires 14 days after the day the contract is made. For sales of goods, it normally runs from the day after physical receipt, subject to the rules for multiple deliveries and statutory exceptions.

21.2 Some contracts, including qualifying services related to leisure activities for a specified date or period and certain made-to-specification or clearly personalised goods, may be exempt. A fixed event date does not automatically exempt every hire or supply. We will identify any applicable exemption before you book. If required information is missing, any extended statutory cancellation period applies.

21.3 Where you have a statutory right to cancel, you may exercise it by a clear statement sent before the cancellation deadline, including by email to hello@londonsoundandlight.co.uk or by letter to London Sound and Light Ltd, 22 Rosemont Road, Wembley, England, HA0 4PE. You do not have to use a particular form. We will provide or make available separately any statutory model cancellation form required by law. Other legally valid methods of notifying us remain available. Notice sent before the statutory deadline is timely even if it reaches us afterwards. No cancellation fee under section 20 applies to a valid exercise of that right.

21.4 We will begin services during a cooling-off period only on your express request where the law requires it. If you then cancel, you pay only the lawful proportionate amount for services supplied before cancellation, provided the required information and request were obtained. Accepting these general terms alone is not an express request to begin early.

21.5 A service cancellation right is lost after full performance only where the legal requirements, including your prior express consent and acknowledgement, have been satisfied. Starting work does not by itself remove the right.

21.6 We will make statutory refunds within the applicable legal period, generally within 14 days of notice, using the original payment method unless you expressly agree otherwise and without a refund fee. For sales of goods, we may withhold a refund until receipt of the goods or evidence of return where the law permits. The standard outbound delivery charge is refunded where required.

21.7 Goods sold and cancelled under the statutory right must normally be returned within 14 days of your cancellation notice. You bear direct return costs only where we informed you beforehand. For goods that cannot normally be returned by post, we will provide the applicable return-cost information before the contract. Any deduction for diminished value is limited to what law permits for handling beyond that necessary to establish their nature, characteristics and functioning. Faulty-goods rights are separate.

22 Suspension termination and recovery

22.1 We may suspend affected work or terminate for a serious breach, including non-payment, unsafe interference, unlawful use or serious threats to personnel. Where the breach can reasonably be remedied, we will give notice and a reasonable opportunity to remedy it. Immediate action is reserved for circumstances making continued performance unsafe, unlawful or otherwise unreasonable.

22.2 For business customers, insolvency may justify action only to the extent permitted by applicable insolvency law and restrictions on terminating supply contracts.

22.3 On termination, you must stop using and make hired equipment available for lawful recovery. You must cooperate in arranging access you are entitled to authorise. These terms do not permit forced entry, trespass, removal of other people’s property or disregard of a court order or insolvency restriction.

22.4 Amounts due following your breach are limited to properly payable charges and legally recoverable loss after reasonable mitigation. We will credit payments already made and avoid double recovery. We remain responsible for damage caused by negligent recovery.

22.5 If we cancel without contractual justification, we will refund unperformed supplies and remain responsible for remedies available for our breach, subject to lawful limitations below. We do not have an unrestricted right to cancel a confirmed booking simply because it becomes less convenient or profitable.

23 Events beyond reasonable control

23.1 Neither party is responsible for delay or non-performance to the extent caused by an event beyond its reasonable control that it could not reasonably avoid or overcome. Examples may include exceptional severe weather, evacuation, government prohibition, widespread infrastructure failure or a major incident making the venue inaccessible.

23.2 The affected party must notify the other promptly, explain the likely effect and take reasonable steps to reduce disruption. Ordinary cost increases, insufficient funds, foreseeable staffing shortages or a preventable equipment failure are not automatically events beyond reasonable control. A supplier’s failure qualifies only if the underlying circumstances meet the same test and reasonable alternatives are unavailable.

23.3 We will discuss reasonable alternatives or postponement. Neither party must accept an unsafe or materially different service or an additional price without agreement.

23.4 If the agreed event date cannot be met and the booking’s purpose is materially defeated, either party may terminate the affected part without waiting for an arbitrary extended period. No automatic customer cancellation percentage applies solely because of that event.

23.5 Payments for unperformed supplies will be refunded, subject only to amounts the parties lawfully agree or that applicable law permits to be retained. Properly completed, usable work may remain payable. We will explain any proposed retention; incurred costs do not automatically entitle us to keep the full price. Statutory rights, including rules on frustrated contracts where applicable, remain unaffected.

24 Liability

24.1 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of obligations as to title that cannot be excluded, or any other liability that law prohibits us from excluding or limiting.

24.2 For consumers, we are responsible for reasonably foreseeable loss and damage caused by our breach or failure to use reasonable care and skill. Loss is foreseeable if it is obvious or both parties knew it might occur when the contract was made. Mandatory consumer remedies are not restricted by a business-only exclusion or cap.

24.3 For business customers only, subject to clause 24.1 and applicable statutory reasonableness requirements, we are not liable for indirect or consequential loss, or loss of profit, revenue, business opportunity or anticipated savings. The listed financial losses are excluded whether direct or indirect. These exclusions apply alongside, and do not increase, the aggregate cap below.

24.4 For business customers only, subject to clauses 24.1 and 24.6 and applicable statutory reasonableness requirements, our total aggregate liability for financial loss arising out of or in connection with a booking is limited to 100% of the total charges paid or payable for that booking, including VAT where charged. This applies whether liability arises in contract, tort including negligence, misrepresentation other than fraud, or otherwise. It includes any otherwise recoverable wasted expenditure, replacement hire costs, additional contractor costs and other direct financial loss. There is one combined cap for all claims arising from the booking, not a separate cap for each claim, incident, item of equipment or service. Refunds and price reductions are accounted for under clause 24.5.

24.5 For business customers, refunds, repayments of booking charges and price reductions given or due because of our failure to perform the booking count towards the aggregate cap in clause 24.4 and reduce the amount available for any additional financial-loss compensation. They do not create a separate entitlement to recover a further 100% of the booking charges. This provision does not reduce a refund or repayment that is itself legally due, permit double recovery for the same loss, or count the return of a refundable security deposit towards the cap. It does not apply to consumers or to liability preserved by clause 24.1.

24.6 The financial-loss cap in clause 24.4 does not apply to liability for death or personal injury, or to the reasonable direct cost of repairing or replacing tangible property physically damaged through our breach or negligence. Liability for those matters is determined separately under applicable law. For business customers, any additional economic loss arising from physical property damage remains subject to clauses 24.3 to 24.5, except where clause 24.1 prevents that restriction. The existence or amount of insurance does not increase the financial-loss cap or establish that a particular claim is covered by our policy.

24.7 Neither party may recover a loss caused by its own failure to take reasonable steps to reduce it. Responsibility will reflect each party’s contribution to a loss. References to third-party causes do not excuse our own breach or negligence.

24.8 You should tell us before booking if a particular technical function is critical or failure could create exceptional loss, so that we can discuss staffing, resilience, insurance and appropriate contract arrangements. This does not remove liability for risks we should reasonably identify ourselves. For business customers, disclosure of a risk does not by itself increase the cap; a different cap must be expressly agreed in writing before booking or as an agreed contract variation.

25 Confidentiality intellectual property and personal information

25.1 Each party must protect confidential commercial and event information received from the other and use it only for the booking, except where disclosure is authorised, legally required or reasonably necessary to advisers, insurers or subcontractors under appropriate safeguards.

25.2 Each party retains ownership of its pre-existing intellectual property. Unless otherwise agreed, our drawings, technical designs and proposal materials remain ours. You may use supplied deliverables for the agreed purpose, but may not use our confidential production plans to procure a copy of our design from another supplier without permission. This does not restrict your own content or independent ideas.

25.3 We process personal information in accordance with applicable data protection law and our published privacy notice. These terms are not blanket consent to marketing or the sale of personal data. Where a service requires a separate data-processing agreement, the parties will put one in place before that processing begins.

26 Complaints and disputes

26.1 Raise an operational concern promptly with our lead technician or booking contact. For a formal complaint, email the address above with your booking reference, what happened and your proposed resolution. We aim to acknowledge complaints within five working days and provide a substantive response within 14 calendar days, or explain any further investigation needed.

26.2 We will consider relevant correspondence, site records, technical information and photographs. Neither party’s records are automatically conclusive. A late complaint does not automatically remove a valid legal claim.

26.3 If unresolved, we will explain any relevant alternative dispute resolution arrangements and provide information required by law. The parties may agree mediation. Nothing prevents either party from seeking urgent relief or bringing a lawful court claim.

27 General provisions and governing law

27.1 These terms and the agreed booking documents record the contract. They do not exclude liability for fraud, remove a consumer’s right to rely on binding pre-contract statements, or override mandatory rights.

27.2 If a provision is unenforceable, the remaining provisions continue so far as legally possible. Delaying enforcement does not waive a right. A waiver applies only to the specific matter agreed.

27.3 Neither party may transfer the contract in a way that reduces the other party’s rights without their agreement. Our use of subcontractors under section 19 is not a transfer of our contractual responsibility. A person who is not a party has no right to enforce the contract under the Contracts (Rights of Third Parties) Act 1999.

27.4 English law governs the contract. For business customers, the courts of England and Wales have exclusive jurisdiction. Consumers retain mandatory protections and rights to bring proceedings in the courts available to them under applicable law, including the courts of their home part of the United Kingdom where applicable.