Terms & Conditions

Last updated: Sep 4th, 2025

INTERPRETATION

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In these Terms and Conditions, unless the context otherwise requires:

“Access Pass” means the physical and/or electronic (where applicable) wristband, ticket, costume, or other access credential(s) included in the Package that permits the Package Holder access to the applicable event, venue, section, amenities, or services, subject to the rules and requirements of the relevant event organiser or service provider.
“Applicable Law” means the laws of the Republic of Trinidad and Tobago.
“Booking Date” means the date and time on which the Package Holder’s booking is confirmed by the Company and the Company receives the initial payment required to secure the booking.
“Cancellation Request” means a written request by the Package Holder to cancel the Package or any applicable event or service, submitted to the Company by email or by another cancellation method expressly designated by the Company.
“Company” means Haeven Travel Services Ltd.
“Collection Period” means the period for the collection of the Access Pass and/or Package, as communicated by the Company to the Package Holder.
“Deposit” means a fifty percent (50%) down payment paid by the Package Holder to the Company towards the Package Price.
“Distribution Centre” means the designated location where the Access Pass and/or Package is to be collected during the Collection Period, as communicated by the Company to the Package Holder.
“Event Date” means the date on which the relevant festival, carnival, event, or service included in the Package is scheduled to commence.
“Package” means costume(s), ticket(s), accommodation, transportation, event admission(s), amenity/amenities, service(s), or any combination thereof purchased by the Package Holder through the Company. The contents of the Package may vary depending on the selections made by the Package Holder and product/service availability at the time of booking.
“Payment Deadline” means the date and time communicated by the Company for receipt of the Deposit and/or the final Package Price balance.
“Package Holder” means the person whose name is registered for the Package with the Company.
“Package Holder’s Agent” means any authorized person collecting the Package from the Distribution Centre on the Package Holder’s behalf.
“Package Price” means the total price payable to the Company for the Package, including any applicable taxes, deposits, fees, or other charges expressly itemized in the booking.
“Registered Section” means the section, category, band, group, tier, or other selection forming part of an event or Package for which the Package Holder has registered, where applicable.

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TERMS AND CONDITIONS

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1. Payment

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1.1. The Package Holder must pay the Deposit to the Company upon confirmation of the booking.

1.2. The remaining balance of the Package Price must be paid in full by the Package Holder or the Package Holder’s Agent by the Payment Deadline, and strictly prior to the commencement of the Collection Period.

1.3. Packages purchased after the Payment Deadline must be paid in full at the time of booking. Payment plans and deposit holds are not available after the Payment Deadline.

1.4. Registration for the Package is complete only upon confirmed receipt of the Deposit by the Company.

1.5. The Company will not accept payments at the Distribution Centre during the Collection Period, unless expressly agreed to in writing by an authorized representative of the Company.

1.6. All Access Passes and Package components remain the property of the Company until the Package Price is paid in full and the Package has been collected.

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2. Alterations

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2.1. Once registered in a Registered Section, the Company reserves the right to decline any request to return, exchange, alter, or vary any component of the Registered Section where the change is unavailable, impracticable, or subject to restrictions imposed by third-party suppliers, except as provided below:

Car Rentals: Vehicle change requests may be submitted within forty-eight (48) hours of booking, subject to availability. No changes can be facilitated for bookings made within seven (7) days of the Collection Period.
Glam Services: Change requests must be submitted at least seven (7) days prior to the Collection Period and remain subject to availability.

2.2. The Package Holder may add events, amenities, services, or other components to their Package at any time, subject to availability and payment of applicable supplemental charges.

2.3. Subject to Section 5 (Cancellation Policy), the Package Holder may not drop, exchange, or remove amenities, services, or events from their Package once the Deposit has been paid without prior written approval from the Company.

2.4. The Company reserves the right to retain a 50% non-refundable deposit for any cancelled amenity, event, or costume component initiated by the Package Holder.

2.5. All requests for alterations must be submitted in writing by the Package Holder to support@travelhaeven.com.

2.6. The Company reserves the right, in accordance with Applicable Law, to approve or deny alteration requests at its sole discretion.

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3. Access Pass & Package Collection

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3.1. The Package and/or Access Pass must be collected by the Package Holder or the Package Holder’s Agent at the Distribution Centre during the designated Collection Period.

3.2. To mitigate fraud and prevent unauthorized release, the individual collecting the Package (whether the Package Holder or the Package Holder’s Agent) must:

Present at least one (1) valid form of government-issued photo identification; and
Consent to having their photograph taken by the Company for identity verification and security audit records.

3.3. The Company reserves the right to refuse release of an Access Pass and/or Package if the collecting party fails to satisfactorily establish their identity or lawful authority to collect the items.

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4. Resale & Transfer

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4.1. The Company does not broker, facilitate, or manage the secondary resale of Access Passes or Packages.

4.2. If a Package Holder independently transfers or resells a Package:

The Package must be transferred in its entirety as a single, complete bundle; and
The Package Holder must update the registration records with the Company to reflect the new, authorized Package Holder’s details.

4.3. Any transfer or resale remains subject to all verification procedures, transfer fees, and restrictions imposed by the Company, event organizers, venues, and applicable third-party suppliers.

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5. Cancellation Policy

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5.1. All cancellation requests must be submitted in writing via email to support@travelhaeven.com. A request is deemed received on the timestamp recorded by the Company’s mail server.

5.2. Cancellations within 24 hours: If cancelled within twenty-four (24) hours of the initial Booking Date, the Package Holder is entitled to a 100% refund of all amounts paid.

5.3. Cancellations after 24 hours and over 30 days prior: If cancelled more than twenty-four (24) hours from the Booking Date but more than thirty (30) days prior to the Event Date, the Package Holder is entitled to a fifty percent (50%) refund of all amounts paid.

5.4. Cancellations within 30 days: If cancelled thirty (30) days or fewer prior to the Event Date, all amounts paid are non-refundable, subject to any statutory consumer protections under Applicable Law.

5.5. Multi-Event Packages: Where a Package contains multiple events or services with differing dates:

If the entire Package is cancelled, the cancellation window is calculated using the earliest Event Date in the itinerary.
If a specific event or component is cancelled, the calculation is based on that individual component's Event Date.

5.6. Third-Party Components: Where bookings involve third-party accommodation, transport, costumes, or tickets, refunds remain governed by the respective supplier's cancellation terms, unless otherwise agreed by the Company in writing.

5.7. Force Majeure: If any component is cancelled, postponed, or altered due to events outside the Company’s reasonable control (including natural disasters, acts of God, civil unrest, war, health emergencies, epidemics, or government travel restrictions), the Company reserves the right to:

Reschedule distribution and collection timelines;
Issue a travel credit or partial refund at its sole discretion; and/or
Deduct non-recoverable third-party supplier disbursements.

5.8. No-Shows: Failure to collect the Access Pass and/or Package during the Collection Period without prior written notice will be treated as an unnotified forfeiture (no-show). To the extent permitted by Applicable Law, no refunds, credits, or exchanges will be provided.

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6. Limitation of Liability

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6.1. To the fullest extent permitted by Applicable Law, the Company—including its directors, officers, employees, and agents—shall not be liable for any direct, indirect, incidental, special, or consequential loss, injury, illness, damage, expense, delay, or inconvenience arising from events beyond its reasonable control, or caused by the acts, omissions, or defaults of independent third-party service providers, including but not limited to:

Booking, supply, or participation in third-party events facilitated by the Company;
Itinerary disruptions, schedule shifts, cancellations, or delays caused by severe weather, force majeure, or regulatory directives;
Failure by the Package Holder to secure or satisfy mandatory passports, visas, health clearances, or customs entry requirements; and/or
Losses arising from erroneous, delayed, or incomplete information provided by the Package Holder.

6.2. The Company operates solely as an intermediary broker between the Package Holder and independent service providers and assumes no direct liability for any breach, tort, or negligence committed by such providers, except where mandatory liability is imposed by law.

6.3. Where the Company is adjudicated liable under a claim arising from or related to a Package, the Company's aggregate liability shall not exceed the actual total sum paid by the Package Holder to the Company for the specific Package in dispute.

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7. Statutory Rights & Severability

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7.1. These Terms and Conditions are governed by and construed in accordance with the laws of Trinidad and Tobago.

7.2. Nothing in this agreement purports to exclude, restrict, or modify any statutory consumer right, warranty, or remedy that cannot lawfully be disclaimed under Applicable Law.

7.3. If any provision of these Terms and Conditions is held to be invalid, unlawful, or unenforceable, that provision shall be severed or limited to the minimum extent necessary, and the validity, legality, and enforceability of the remaining provisions shall remain fully intact.

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