Terms and Conditions

The Attraction Terms and Conditions

The visitor attraction known as Madame Tussauds and situated at Marleybone Road, London (“the Attraction”) is owned by the Merlin Attractions Operations Limited (Merlin). All persons visiting the Attraction are subject to the following Terms and Conditions and by acquiring one or more tickets to The Attraction (“Ticket” or “Tickets”) you confirm to Merlin that you accept these terms and conditions of use. Ticket holders are referred to in these Terms and Conditions as “Visitors”

1. Tickets

1.1 One Ticket purchased entitles one person entry to the Attraction on a single occasion. Once Visitors have left the Attraction, they will need to purchase an additional Ticket to re-enter the Attraction

1.2 All persons entering the Attraction must hold a valid Ticket that must be retained at all times and submitted for inspection if required by any member of staff. Failure to produce a valid Ticket on request may result in removal from the Attraction

1.3 Group Tickets for parties of ten or more may be available at discounted rates (“Group Tickets”). Please see the Groups page for details

1.4 Where Ticket prices vary according to age, the following provisions apply:

1.4.1 A person of 16 years or older is classed as an adult;

1.4.2 A person aged 4 to 15 years is classed as a child; and

1.4.3 For children under 4 years no admission fee will be charged

1.5 The price of Tickets may vary from time to time and the prices advertised are not guaranteed

1.6 Once acquired, whether by purchase or on a complimentary basis, Tickets are non-refundable, non-transferable and void if altered and Tickets that Merlin reasonably suspects have been transferred or altered will not be honoured. If lost, Tickets will not be replaced.

1.7 Tickets will include entry to most, but not all, areas of the Attraction. Subject to availability and at Merlin’s discretion, Visitors may be able to purchase additional tickets to obtain access to all areas of the Attraction

1.8 From time to time, Merlin may issue Tickets under special promotions (“Promotional Tickets”) but Promotional Tickets will be available subject to availability and subject to any terms and conditions affecting the particular promotion

2. Pre-Booked Tickets

2.1 Pre-booked Tickets (included Priority Access Tickets (as defined below)) should be collected from the main entrance of the Attraction or, in the case of Group Tickets, from the entrance marked “Group Entrance”

2.2 Persons wishing to redeem pre-booked Tickets must be able to produce to the Attraction staff the following items:

2.2.1 The booking reference issued when Tickets were booked; and

2.2.2 The credit card used to pay for the Tickets and, if the credit card holder is not attending on the day, you will need a signed letter giving permission to collect the tickets with the named party bringing photo ID. This letter will be retained by Madame Tussauds London.

2.3 Pre booked Tickets may not be used in conjunction with any voucher, promotion or special offer

3. Priority Access Tickets

3.1 Where available, Visitors will be able to purchase Tickets entitling them to gain entry to the Attraction in priority to holders of standard Tickets (“Priority Access Tickets”)

3.2 Priority Access Tickets will entitle the Visitor to gain priority access as describe at 3.1 during a specified half hour time slot (“the Allocated Entry Time”)

3.3 Visitors with Priority Access Ticket are asked to arrive and collect Tickets within 30 minutes of the commencement of the Allocated Entry Time

3.4 Visitors who miss the Allocated Entry Time are not guaranteed to receive priority access and may have to queue with holders of standard Tickets

3.5 Once purchased, Priority Access Tickets may not be transferred, assigned or re-sold to any third party

4. Children

4.1 Children 13 and under must be accompanied by an adult over the age of 18

4.2 Some areas of the Attraction may not be suitable for children of certain ages and Merlin reserves the right to refuse access to such areas to Visitors under any recommended age limit

5. Health and Safety

5.1 A variety of special effects (including sudden loud effects and strobe lighting) may be used in certain visitor areas of the Attraction. It is recommended that Visitors with high blood pressure, heart conditions or other pre-existing medical conditions ask the Attraction staff for further details and avoid areas of the Attraction at which such special effects are used.

5.2 From time to time the Attraction staff may draw Visitors’ attention to certain health and safety procedures to which Visitors must adhere

6. Visitors’ Conduct

6.1 Visitors are required to observe the following prohibitions while at the Attraction:

6.1.1 No smoking;

6.1.2 No pets or animals except for guide dogs and hearing dogs;

6.1.3 No consumption of food or drink without the express permission of Merlin;

6.1.4 No offensive weapons;

6.1.5 No access to any area of the Attraction other than areas designated for access by Visitors;

6.1.6 No unnecessary noise (whether from mobile phones or personal stereos or otherwise) or behaviour likely to annoy or offend other Visitors or intimidate the Attraction staff;

6.1.7 No use of illegal drugs or consumption of alcohol except in authorised places and in accordance with the Licensing Act 2003

6.2 Merlin reserves to right to refuse entry to or expel from the Attraction any Visitor who fails to observe the prohibitions at condition 6.1 or whom Merlin considers likely to affect the safety or enjoyment of any other Visitor or member of staff

7. Security

7.1 In the interests of safety, Visitors may be asked to submit to a search of their person or belongings and anyone refusing to submit or found to be in possession of materials believed by Merlin in to be dangerous or unsuitable will be denied entry or removed from the Attraction

7.2 Visitors must keep their personal belongings with them at all times and Merlin accepts no responsibility for loss, theft or damage to any personal belongings brought into the Attraction

8. Photography

8.1 From time to time Merlin or other authorised third parties may carry out photography or other recording at the Attraction and any images or recordings may feature Visitors. Visitors consent to the use of such images by Merlin in connection with advertising, promotions or monitoring and acknowledge that the copyright in such images rests with Merlin and/or any authorised third party

9. Merlin’ Obligations

9.1 Visitors are reminded that from time to time parts of the Attraction may be closed and certain wax figures may be removed for maintenance or for technical reasons. Tickets will not be refunded and no compensation will be paid in the event of such closures or removals.

9.2 Merlin will use its reasonable endeavours to be open and operational during published opening hours but reserves the right to close the Attraction on any given day, whether for security or any other reason, without notice. In the event of such closure, any Tickets issued for use only on the day of closure will be exchanged or refunded by Merlin at the price paid for them but no further compensation will be paid.

10. Governing Law

10.1 These terms and conditions are governed by English law and the courts of England and Wales will have exclusive jurisdiction in respect of any dispute

Merlin Annual Pass Terms and Conditions

The Annual Pass is valid at all attractions for 12 months from the date of purchase. You are advised to check opening and closing dates prior to your visit. Please note that not all attractions are open all year.

The Annual Pass cannot be used in conjunction with any other offer including promotional and discount offers.

The Annual Pass must be shown at admission for holders to be given access.

Copies will not be accepted.

The Annual Pass remains the property of The Merlin Entertainments Group and can be withdrawn and access denied in the event of fraud, misuse or misconduct.

Any of the Merlin Entertainments Group Attractions reserve the right to refuse admission.

Lost cards should be reported immediately. New cards can only be issued at place of purchase.

There will be an administration fee for replacing lost or stolen cards.

No refunds available. The value of the pass will not be reclaimed if an attraction is no longer available.

View the full Merlin Annual Pass terms and conditions here.

View the full Merlin Entertainments Group standard terms and conditions here.