Merlin Entertainments Limited places great importance on the safety of its guests and endeavours to ensure that its high standards are met by all persons visiting the Attraction. Please assist us in ensuring our Attraction and its facilities remain a safe place in which to enjoy fun and exciting experiences.
In these Terms & Conditions, the following definitions shall apply:
'Attraction' - Madame Tussauds London (of Marylebone Road, London NW1 5LR) or any part of it. The Attraction Madame Tussauds London is PRIVATE PROPERTY
Merlin/’Us’/’We’ - Merlin Entertainments Limited (Company No. 08700412) whose registered office address is at Link House, 25 West Street, Poole, Dorset, BH15 1LD;
'Visitors' - People who have purchased or booked Tickets; Ticket Holders
The attraction is owned by the Merlin Entertainments Limited (Merlin). All Visitors who are 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.
Visitors are admitted to this Attraction subject to the following Terms and Conditions. If you do not comply with them you may be removed from the Attraction by Merlin personnel, security or police officers, without any right to a refund. This is without prejudice to any claim that we may have against you or arising out of your actions. Whilst inside the Attraction, you must comply with any reasonable instructions given to you by Merlin personnel or any third party instructed on behalf of Merlin. By entering the Attraction, you accept that you have a duty to take reasonable steps to ensure your own safety, taking into account any personal medical conditions. All persons in and around the Attraction should behave in a safe manner at all times.
Our Commitment to Service
Merlin will endeavour to ensure that all areas and elements within the Attraction are available for use by guests at the Attraction. However, Merlin reserves the right, without prior notice, to close and change the areas and elements within the Attraction and/or the Attraction's operating hours, including the figures. Merlin in its absolute discretion reserves the right to close the whole or any part of the Attraction at any time or to restrict the number of persons having access to the Attraction. The reason for any closure or restriction provided by this condition may include, but not limited to; technical or operational reasons, capacity, special events or to ensure the safety and security of guests or if Merlin reasonably considers the circumstances so require. If the whole Attraction is closed for any of the reasons set out above, Merlin reserves the right to determine appropriate compensation to affected Visitors.
Our Rights to Remove
Merlin, acting reasonably at all times, reserves the right, to refuse admission to the Attraction, ban from entry to the Attraction, or remove from the Attraction without any right to a refund any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff or who acts in an inappropriate and/or undesirable manner; has been convicted of a criminal offence relating to Merlin, or civil unrest at Merlin property/attractions, which, in the opinion of Merlin, is likely to affect the safety and/or enjoyment of other guests or staff; uses violent, aggressive, threatening, abusive, discriminatory or insulting words or behaviour or in any way behaves in a manner which may provoke a breach of the peace. Merlin reserves the right to initiate legal proceedings or prosecute any person found damaging or defacing any part of the Attraction and its contents, or has displayed any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting or has previously acted in any manner which has caused any person to report that individual to Merlin; or is attempting to regain admission to the Attraction or has been found inside the Attraction without a valid ticket; or has purchased or obtained any tickets or discount vouchers from a ticket tout or Merlin reasonably believes that they have purchased a ticket from an unauthorised source. If any guest in breach of any of these Terms and Conditions is a member of a group, then such group of individuals may also, at Merlin’s discretion, be denied entry or escorted from the Attraction without any right to a refund.
1. Tickets
Tickets will only be exchanged or refunded if Merlin, in its absolute discretion, chooses to do so. For the avoidance of any doubt, pre-booked tickets are non-refundable in the event that admission is refused or relinquished for any reason referred to in these Terms and Conditions. If tickets are bought on behalf of other guests, the buyer accepts these Terms and Conditions on behalf of every guest and shall ensure that these Terms and Conditions are complied with by each person in the group. Tickets must be retained at all times and submitted for inspection if required by Merlin.
All persons entering the Attraction must hold a Valid Ticket.
The sale of tickets/vouchers by anyone other than Merlin and approved third parties is strictly prohibited.
Only persons authorised by Merlin are permitted to sell or offer for sale any items to guests within the Attraction grounds.
For all payments made via Madame Tussauds London website, Merlin Entertainments Ltd will be the responsible contractual party. A binding contract between Visitors and Us comes into existence when the final page of the booking confirmation procedure provides Visitors with their unique booking reference. This contract and all matters arising out of it are governed by English law.
A Valid Ticket is defined as a ticket that have been purchased or booked through Merlin Entertainments or approved third party clients, with appropriate time and date validity.
1.1 A single (one) purchased Ticket entitles a single (one) Visitor entry to the Attraction on a single (one) occasion. Once Visitors have left the Attraction, they must purchase an additional Ticket to re-enter the Attraction
1.2 All Visitors entering the Attraction must hold a valid Ticket that must be retained at all times and be submitted for inspection if required when requested to by any Merlin personnel or any third party instructed on behalf of Merlin
1.3 Where Ticket prices vary according to age, the following provisions apply:
1.3.1 A Visitor (person) aged 16 (sixteen) years or older is classed as an Adult
1.3.2 A Visitor (person) aged 2 (two) to 15 (fifteen) is classed as a Child
1.3.3 A Visitor (person) under the age of 2 (two) will require no admission fee to be charged but must still hold a valid ticket.
1.3.4 Children are the responsibility of a dedicated adult/parent/guardian when visiting the Attraction
1.3.5 If a Visitor who has purchased and prebooked a Valid Ticket requires a Carer to attend the Attraction, the Carer will require no admission fee to be charged but must still hold a valid ticket.
1.4 The price of Tickets may vary from time to time and the prices advertised are not guaranteed
1.5 Tickets once acquired, whether on a purchased or complimentary basis, are non-refundable, non-transferable, not for resale and void if altered. Tickets that Merlin reasonably suspects to have been transferred or altered in any way will not be honoured. Tickets that are lost will not be replaced. Tickets purchased are only valid on the date printed on the ticket. Tickets may not be valid for special events or areas within the Attraction which may require a separate admission fee.
1.6 Tickets will include entry for Visitors to most areas inside the Attraction. Tickets do not include entry to some areas of the Attraction. Visitors may be able to purchase additional Tickets to obtain access to all areas of the Attraction. Areas within the Attraction are subject to availability and at Merlin's discretion.
1.7 On some occasions, Merlin may issue Tickets under special promotions ("Promotional Tickets"). All Promotional Tickets are subject to availability and subject to any terms and conditions in line with the particular promotion. Exclusions also apply.
1.8 Tickets are allocated based on a time slotted system. When purchasing tickets to visit, you must select a preferred time slot to arrive at the attraction. We offer this in order to regulate the flow of guests inside the building and in an aim to reduce queue times when entering. The time slot you select in your booking is your arrival time to the attraction. You can therefore arrive any time within your 15 minute time slot. Please do not arrive very early for your time slot, as you will not be given early entry.
1.9 If you arrive late for your timeslot, our admissions team will do their best to fit you into the next available time slot. If however we cannot do this, we will advise you on when we can accommodate you into the attraction.
2. Pre-Booked Tickets
2.1 Pre-booked Tickets that are "E-Tickets/Print@Home" should be presented to Attraction staff on paper, or on a mobile device at the appropriate entrance as advised by Attraction staff.
2.2 Pre-booked Tickets cannot be altered or amended at a later date to benefit from any promotion, special offer or discount. Any current promotions must be applied and used during the booking process before being issued their unique booking reference.
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 Visitors who have standard Tickets ("Fast Track" Tickets)
3.2 Priority Access "Fast Track" Tickets will entitle the Visitor to gain priority access as described in 3.1 during a specified fifteen (15) minute time slot ("the Allocated Entry Time")
3.3 Visitors who miss the Allocated Entry Time are not guaranteed to receive priority access and may have to queue with Visitors who have standard Tickets.
3.4 Once purchased, Priority Access "Fast Track" Tickets may not be transferred, assigned or re-sold to any third party.
3.5 Fast track is only for Attraction entry unless otherwise specified
4. Children
4.1 In order to gain entry to the Attraction Children fifteen (15) years old and under, must be accompanied by an adult over the age of eighteen (18) years old. Whilst within the Attraction and its grounds children must remain under the control or supervision of an adult at all times.
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. Wheelchair/ Carers
5.1 The majority of our facilities and entertainment are designed to be fully accessible to our disabled guests. Madame Tussauds London is accessible to all guests in a wheelchair. Due to the nature of our building, a trained member of our team will be on hand to guide you to each of the floors via our on-site lifts. To avoid disappointment, we require all wheelchair users to notify us at least 24 hours in advance of their desired visit as there is a limit. To book in a wheelchair slot please click here.
5.2 For any guest visiting who requires a carer we provide one carer ticket free of charge to ensure everyone can visit our attraction. Carer tickets can be booked here.
All guests who require a carer will need to provide proof upon arriving at the attraction. This proof can be in the form of:
A valid Access Card
A valid Blue or Orange badge
Allowance Book or Letter confirming Entitlement to Disability Living Allowance (DLA), or Personal Independence Payments (PIP)
Attendance Allowance or Carer's Allowance letter of award
Incapacity Benefit books or confirmation letter
Certificate of Visual Impairment (CVI) or BD8
International Proof of Disability (International Symbol of Access or similar must be printed on it)
6. Health and Safety
6.1 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.
6.2 From time to time the Attraction staff may draw Visitors’ attention to certain health and safety procedures to which Visitors must adhere to as stipulated by Attraction staff.
6.3 Visitors must ensure when using any property belonging to the Attraction that they use safely, following steps instructed (either via Attraction Staff or relevant signage). Property belonging to the Attraction is, but not limited to; Visitor interactives, Spirit of London ride, Attraction facilities, Attraction wheelchairs.
7. Visitors’ Conduct
7.1 Visitors are required to observe the following prohibitions while at the Attraction:
7.1.1 No smoking, this includes the use of E-Cigarettes anywhere on the Attraction premises, including queue lines outside
7.1.2 No pets or animals except for official Accessibility-Support animals.
7.1.3 Guests are allowed to bring their own food and drink into the attraction with the exception of: Hot food, Pungent food, Alcoholic drinks.
7.1.4 The Attraction has the right to serve Alcohol and the consumption of alcohol within the Attraction is only permitted in authorised places in accordance with the Licensing Act 2003
7.1.5 No offensive weapons; please see here for more information
7.1.6 No access to any area of the Attraction other than areas designated for access by Visitors;
7.1.7 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;
7.1.8 No use of illegal drugs
8. Security
8.1 In the interests of safety, Visitors are required 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 to be dangerous or unsuitable will be denied entry or removed from the Attraction. Such items that are not permitted into the Attraction include but are not limited to; alcohol, sports equipment, tripods, laser lights, drones, scooters.
8.2 Attraction Staff reserve the right to deny entry to the Attraction if Visitors are deemed to be under the influence of alcohol or drugs.
8.3 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. Pushchairs or buggies are not permitted within Madame Tussauds London and will need to be stored within our pushchair/buggy storage facility . Pushchairs, strollers or buggies will be stored free of charge.
Please note that at present, the cloakroom is unmanned but with staff in the vicinity, and pushchairs/buggies are left at the owner’s risk.
8.4 Madame Tussauds London reserves the right, in its absolute discretion, to refuse entry or remove from the Attraction, without any explanation or refund, this includes but is not limited to any person who:-
has been convicted of a criminal offence which, in the opinion of Madame Tussauds London, is likely to affect the safety or enjoyment of other visitors;
has behaved in a manner which, in the opinion of Madame Tussauds London has, or is likely to affect the safety or enjoyment of other visitors;
has used threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace
is or appears to be under the influence of drugs or alcohol.
is planning to bring/or has brought any items, including flags, banners, clothing or promotional materials, which in the opinion of Madame Tussauds London has, or is likely to cause offence in anyway or impact the experience of other visitors.
9. Photography & Filming
9.1 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
9.2 Unless it is expressly prohibited, you are permitted to take photographs and recordings within the Attraction provided that these are solely for private use and are not sold or used for any commercial or public purpose. By accepting these Terms and Conditions, you agree not to intentionally photograph and/or capture video footage of any individual without that person’s permission and you must adhere to all photography/filming restrictions in place from time to time whilst within the Attraction.
9.3 The Attraction has professional photography offerings for Visitors to choose to use once inside the attraction. These professional photography offerings are supplied and serviced by a Merlin approved third party Picsolve. Visitors can view full Terms and Conditions of the third party here
10. Covid-19
10.1 Safety Measures
10.1.1 In response to the Covid-19 pandemic, we have introduced specific safety measures at each of our Attractions in an effort to safeguard the health, safety and well-being of persons visiting our Attractions.
10.1.2 A full list of safety measures being taken at our Attraction is available here
10.2 Visitor requirements
The safety measures put in place in response to the Covid-19 pandemic are there to safeguard the safety and well-being of all guests visiting our Attraction. It is in the interest of everyone at our Attraction to comply with the safety measures that have been put in place. Therefore, should an individual not comply with these safety measures, we reserve the right to require that individual to leave the Attraction in accordance with these terms and conditions.
10.3 Acceptance of risk
The safety measures that are being and have been introduced are intended to minimise the risk of contracting the Covid-19 virus but this risk cannot be completely eradicated. Therefore, anyone visiting our Attractions acknowledge that they do so at their own risk.
10.4 UK Government Track and Trace
Merlin is in the leisure and entertainment industry, and therefore is required by the UK Government to collect the name of the lead member of the group and the number of people in the group, a contact phone number for the lead member of each group of visitors and the date of visit, arrival time and, where possible, departure time. This information will be shared with contract tracing schemes in order to support NHS Test and Trace and will only be used where necessary to help stop the spread of COVID-19. This sharing is based on legitimate interests of the visitors to our Attractions and the employees and staff at the Attractions, to ensure that we can protect the health and safety of individuals and support the public health efforts to tackle COVID-19.
