Terms and Conditions

Last updated: 2024

These Terms and Conditions ("Terms") govern the use of the website and services provided by Geqena and apply to every booking made through our site. By placing an order or using our services, you agree to be bound by these Terms. These Terms are governed by the law of England and Wales.

1. Who We Are

The services described on this website are provided by:

If you have any question about these Terms, our services, or an existing order, please contact us using the details above. We aim to respond to all enquiries within a reasonable time and no later than 14 calendar days.

2. Our Services

Geqena offers a queuing service: our representatives will physically wait in line on behalf of a customer at a specified location, date and time, so the customer does not have to. The exact scope of each booking (location, expected duration, and any special instructions) is agreed with the customer at the time of order.

We do not guarantee any particular outcome of the queue (such as securing a ticket, table, appointment or product) where the outcome depends on factors outside our control, including the decisions of third parties or the availability of goods and services.

3. Placing and Confirming an Order

• Orders may be placed through our website, by phone, or by email.
• An order is only considered accepted once you receive a confirmation from us, by email or on the confirmation page of our website, stating the agreed details of the assignment.
• You are responsible for providing accurate information about the queue location, timing and any specific requirements. Geqena is not responsible for delays or failures caused by incorrect or incomplete information supplied by the customer.
• We reserve the right to decline or cancel an order before confirmation, for example where the requested assignment is not feasible, unsafe, or unlawful.

4. Prices, Payment and What Is Included

• All prices are displayed in advance on our website or provided in writing before an order is confirmed, and are inclusive of applicable UK taxes unless stated otherwise.
• The price covers the time our representative spends queuing on your behalf, as agreed at booking. It does not include the cost of any goods, tickets, fees or services obtained as a result of the queue, unless expressly agreed in writing.
• Payment is due at the time of booking, or as otherwise agreed in the order confirmation, using the payment methods offered on our website.
• We reserve the right to charge additional fees for waiting time beyond the originally agreed duration, where this has been communicated and accepted by the customer in advance.

5. Cancellation and Complaints

5.1 Cancellation by the Customer

You may cancel a confirmed order by contacting us at [email protected]. If you cancel with reasonable notice before the scheduled queuing time begins, you are entitled to a full refund. If cancellation is requested after our representative has already commenced the assignment, we may charge for the time already spent, calculated on a pro-rata basis.

If you are a consumer, you may also have a right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 within 14 days of booking, unless you have expressly requested that the service begin, and be fully performed, within that period, in which case this right may be lost once performance is complete.

5.2 Cancellation by Geqena

We may cancel an order where circumstances beyond our reasonable control prevent us from fulfilling it (see Section 6). In such cases, we will notify you as soon as possible and issue a full refund for the cancelled service.

5.3 Complaints

If you are unhappy with the service provided, please contact us at [email protected] with details of your order and complaint. We will investigate and respond within 14 days. Consumers who remain unsatisfied may also refer the matter to an alternative dispute resolution provider or seek advice from a relevant consumer protection body.

6. Limitation of Liability

• Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited under applicable law.
• Subject to the above, Geqena's total liability arising out of or in connection with any order shall not exceed the total amount paid by the customer for that order.
• We are not liable for any indirect or consequential loss, including loss of opportunity, loss of enjoyment, or failure to obtain a desired outcome from the queue, where such loss arises from circumstances outside our reasonable control (for example, queue closures, changes by third-party organisers, or events of force majeure).

7. Cookies and Privacy

Our website uses a single cookie, consent_state, which stores your cookie consent choice for a period of one year. This site does not use any analytics, tracking, or session cookies. Advertising measurement tools operate only after you have given consent, and only on the order confirmation page.

For details on how we handle personal data, please refer to our Privacy Policy. Any concerns regarding data protection may also be raised with the Information Commissioner's Office (ICO), the UK's independent supervisory authority for data protection matters.

8. Changes to These Terms

We may update these Terms from time to time to reflect changes in our services or applicable law. The current version will always be available on our website, and continued use of our services after changes take effect constitutes acceptance of the revised Terms.

9. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer protections applicable in your place of residence.

10. Contact Us

For any questions regarding these Terms and Conditions, please contact: