Last Updated: October 13, 2025
Thank you for visiting us! Madame Tussauds Orlando LLC and its licensees, assigns, directors, officers, employees, agents, direct or indirect parents, subsidiaries, and affiliates (collectively, “we,” “our,” or “us”) are pleased to provide you (“you”) with certain websites (“Sites”), software, applications, content, products, and services (collectively, “Services”).
These Terms and Conditions (these “Terms”) contain the rules and restrictions that govern your use of our Services. These Terms form a binding agreement between you and us. BY EXPRESSLY AGREEING TO THESE TERMS OR BROWSING THE SERVICES, YOU REPRESENT THAT (i) YOU HAVE READ, UNDERSTAND AND AGREE TO BE BOUND BY THESE TERMS; (ii) YOU ARE OF LEGAL AGE TO FORM A BINDING CONTRACT WITH US; (iii) YOU HAVE THE AUTHORITY TO ENTER INTO THESE TERMS PERSONALLY; AND (iv) IF YOU ARE USING THE SERVICES ON BEHALF OF A COMPANY OR OTHER ENTITY, (1) YOU AGREE THAT “YOU” INCLUDES YOU AND THAT ENTITY, (2) YOU ARE AN AUTHORIZED REPRESENTATIVE OF THE ENTITY WITH THE AUTHORITY TO BIND THE ENTITY TO THESE TERMS, AND (3) YOU AGREE TO THESE TERMS ON THE ENTITY’S BEHALF. YOU SHOULD NOT ACCESS OR USE THE SERVICES UNLESS YOU AGREE TO BE BOUND BY ALL THESE TERMS. Your use of our Services is subject to additional policies we may publish from time to time (“Policies”), including our Privacy Policy. If these Terms are inconsistent with the Policies, the Policies shall control with respect to the relevant subject matter.
PLEASE REVIEW SECTION 21 (DISPUTE RESOLUTION) CAREFULLY, AS IT CONTAINS TERMS THAT AFFECT YOUR LEGAL RIGHTS. DISPUTES BETWEEN YOU AND US MUST BE RESOLVED ON AN INDIVIDUAL BASIS, AND BOTH PARTIES WAIVE THE RIGHT TO PARTICIPATE IN ANY CLASS OR REPRESENTATIVE ACTION. IN ADDITION, IF EITHER PARTY FILES A LAWSUIT IN COURT, THE OTHER PARTY MAY ELECT RESOLVE THE DISPUTE THROUGH BINDING ARBITRATION. ADDITIONAL DETAILS REGARDING THIS PROVISION ARE SET FORTH BELOW.
1. User Requirements
1.1. To use our Services, you represent that you are at least 18 years old and of legal age to form a binding contract. Minors under 18 and at least 13 years old are only permitted to use our Services with the permission of a parent or legal guardian and under their direct supervision. Except as outlined in these Terms, children under 13 years old are not permitted to use our Services. Products for children’s use may be sold through our Services. However, these products are intended for sale to adults. Certain Services may be intended for individuals of certain ages. By using our Services, you certify that you are old enough to view, use, own, or receive them. We are not responsible for third-party content that you may find offensive, indecent, or objectionable.
1.2. You may not use our Services if (a) you cannot enter into a binding contract with us, (b) you are located in a country embargoed by the U.S. or other relevant country, (c) you are on any agency list of prohibited persons or entities, such as the U.S. Treasury Department’s list of Specially Designated Nationals, or (d) you are banned from using our Services by us, in our sole discretion.
2. Rules and Restrictions
2.1. You agree to use our Services for your own use, and not on behalf of or for the benefit of any third party, and only in a manner that complies with these Terms, the Policies, and all laws and regulations applicable to you. If your use of our Services is prohibited by any applicable laws, then you are not authorized to use our Services. We are not responsible if you use our Services in a way that breaks the law.
2.2. Any sweepstakes, contests, raffles, surveys, games, or similar promotions (collectively, “Promotions”) made available through our Services may be governed by separate rules. If the rules for any Promotions conflict with these Terms, the Promotions rules shall govern.
2.3. When using our Services, you agree not to (i) violate any of these Terms, the Policies, or applicable laws and regulations, (ii) circumvent or attempt to circumvent any of these Terms, the Policies, or other rules, including the Promotions rules, (iii) engage in unauthorized or unsolicited advertising or junk or bulk email, (iv) collect personal data from other users or use any such information collected from our Services, (v) engage in any conduct that is likely to cause a security breach, (vi) conceal your IP address or otherwise impersonate or misrepresent your identity or your affiliation with any person or entity, (vii) violate or interfere with the proper functioning or security of any computer network, (viii) run any form of auto-responder or “spam” on our Services, any process that runs or is activated while you are not using our Services, or any process that otherwise interferes with the proper functioning of our Services (including by placing an unreasonable load on our Services’ infrastructure through overloading, “flooding,” “mail bombing,” or crashing our Services), (ix) potentially harm our Services, including but not limited to, the violation of any security features of our Services, use of manual or automated software or other means to access, “crawl,” “scrape,” or “spider” any page, data, or portion of or relating to our Services, or the introduction of viruses, worms, or similar harmful code into our Services, (x) copy or store any significant portion of the content on our Services without our written consent, (xi) decompile, reverse engineer, or otherwise obtain the source code or underlying information of or relating to our Services, (xii) buy any products that you are not legally allowed to purchase or use, (xiii) abuse any Promotions, discounts, or other benefits offered by us or manipulate the price of any listed products or interfere with listings, or (xiv) assist or encourage others to engage in any prohibited activities above.
In addition to any other remedies available to us, a violation of any of the foregoing is grounds for (i) cancellation of your purchases of products or (ii) suspension or termination of your access or use of our Services.
If we become aware of any possible violations by you of these Terms, we reserve the right to investigate such violations. If, because of the investigation, we believe that criminal activity has occurred, we reserve the right to refer the matter to, and to cooperate with, all applicable legal authorities. We are entitled, except as prohibited by applicable law, to disclose any information or materials on or in our Services in our possession in connection with your use of our Services to (i) comply with applicable laws, legal process, or governmental request, (ii) enforce these Terms and Policies, (iii) respond to your requests for customer service, or (iv) protect the rights, property, or personal safety of us, our users, or the public, and all enforcement or other government officials, as we, in our sole discretion, believe to be necessary or appropriate.
3. Privacy
3.1. Our Privacy Policy provides information about how we collect, use, and disclose your personal information when you access, visit, or use our Services. In connection with your use of our Services, you acknowledge and agree that we may collect, access, use, preserve, and disclose your personal information as described in our Privacy Policy. The Privacy Policy is part of and is governed by these Terms, and, by agreeing to these Terms, you agree to be bound by the terms of the Privacy Policy.
4. Communications
4.1. You consent to receive communications from us electronically, such as emails, texts, mobile push notices, and notices and messages on or via our mobile application (the “App”), our Services (“Push Messages”), and, where required by law, we will obtain your opt-in consent to deliver such Push Messages. You acknowledge that, when you use the App, your wireless service provider may charge you fees for data, text messaging, or other wireless access, including in connection with Push Messages. Please check with your wireless service provider to determine what fees apply to your access to and use of our Services, including your receipt of Push Messages from us. You are solely responsible for any fee, cost, or expense that you incur to download, install, or use our Services on your mobile device, including for your receipt of Push Messages. You also acknowledge and agree that all terms and conditions, agreements, notices, disclosures, and other communications and documents that we provide to you electronically constitute and shall have the same legal effect as “in writing.” The foregoing does not affect your statutory rights, including but not limited to the Electronic Signatures in Global and National Commerce Act at 15 U.S.C. §7001 et seq. (“E-Sign”).
4.2. You agree that we may communicate with you at any email address or telephone number that you provide us to (i) resolve a dispute, (ii) collect a debt, (iii) poll your opinions through surveys or questionnaires, (iv) notify you regarding order, payment, and delivery updates, (v) send you authentication texts, or (vi) as otherwise necessary to enforce these Terms, the Policies, applicable laws and regulations, or any other agreement we may have with you. Standard text messaging charges applied by your mobile phone carrier will apply to text messages that we send.
4.3. If you would like to receive our marketing materials via mobile texts and alerts, you may sign up to do so. By signing up, you acknowledge that we may send you promotional messages or other mobile messages from or on behalf of us, including one-time passcodes, notifications regarding your orders, our promotional messages, and abandoned cart reminders (enabled by using cookies we collect as described in the Policies) at the mobile number you provide us. Opting in for a program does not entail automatic opt-in for another. Message frequency varies, and carriers are not liable for any delays or undelivered messages. Message and Data Rates may apply.
4.4. You acknowledge that you are not required to consent to receive marketing texts as a condition of using our Services. If you wish to opt out of SMS texts from us, you can revoke your consent in any reasonable manner, including by replying to a text from us with the words “STOP,” “QUIT,” “REVOKE,” “OPT OUT,” “CANCEL,” “UNSUBSCRIBE,” or “END.” We will honor your request within ten business days of receiving the request, and, within seconds of receiving your request, we may send a non-promotional, single confirmation text to acknowledge your opt-out request.
4.5. However, you acknowledge that opting out of receiving texts may impact your use of our Services. If you would like to resume the subscription, reply “UNSTOP” to the corresponding number. We will not share your consent, opt-in, and opt-out records with any third parties other than text messaging service providers and aggregators.
4.6. If you wish to opt out of marketing emails, you can unsubscribe from our marketing email list by following the unsubscribe options in the marketing email itself.
4.7. Our communications with you may be through a third-party service provider. You acknowledge and consent that, subject to our Privacy Policy, your communications with us or our agents may be recorded, monitored, and stored for quality control and training purposes or to protect your or our interests.
5. Ownership
5.1. You acknowledge and agree that all materials displayed, performed, or available on or through our Services, including but not limited to text, graphics, data, articles, photos, images, illustrations, and User Submissions (collectively, “Content”), are protected by copyright or other intellectual property laws. You undertake to comply with all copyright notices, trademark rules, information, and restrictions contained in the Content and not to copy, reproduce, modify, translate, publish, broadcast, transmit, distribute, perform, upload, display, license, sell, or otherwise use for any purpose any Content not owned by you without the prior consent of the owner of that Content.
5.2. You acknowledge and agree that we own or license our Services. You undertake not to modify, publish, transmit, participate in the transfer or sale of, reproduce, create derivative works based on, or otherwise exploit any of our Services, except as expressly provided in this Section.
5.3. Subject to your compliance with these Terms and all applicable policies, rules, and guidelines and your payment of any applicable fees, we grant you a limited, nonexclusive, non-transferable, non-sublicensable license to access and make personal and non-commercial use of our Services for the sole purpose of using our Services. All rights not expressly granted to you in these Terms, or in any policies or guidelines, are reserved and retained by us or our licensors, suppliers, publishers, rightsholders, or other Content providers. The licenses granted by us terminate if you do not comply with these Terms or any applicable policies, rules, or guidelines.
5.4. You may not make any commercial use of any of the information provided on our Services or make any use of our Services for the benefit of another business unless explicitly permitted by us in advance. You may not solicit, advertise for, or contact in any form users for employment, contracting, or any other purpose not related to our Services. If you violate this provision, we reserve the right to refuse service or cancel purchase transactions at our discretion.
6. Third-Party Risks
6.1. The Services may contain links or connections to third-party websites or services that are not owned or controlled by us. We have no control over, and assume no responsibility for, the Content, accuracy, privacy policies, or practices of or opinions expressed in any third-party websites or services. In addition, we will not and cannot monitor, verify, censor, or edit the Content of any third-party website or service. You acknowledge and agree that we are not responsible for any risks resulting from your access to or use of any third-party websites or services. We encourage you to be aware when you leave our Services and to read the terms of use and privacy policy of each third-party website or service that you visit or use.
7. Tickets
7.1. A “ticket,” as used in these Terms, whether single or multi-park, refers to a physical or digital pass that grants the holder the right to enter and access rides, shows, and other entertainment offerings within one or more of our Attractions for a specific date, time, and location. Tickets are valid only for the Attraction, date, and time (if applicable) stated on the ticket or voucher and are redeemable solely at the indicated location. However, where available, guests may upgrade their ticket at select Attractions to a different date by paying a specified upgrade fee and any processing fee, subject to availability and blockout dates.
7.2. Tickets purchased online or in advance are nonrefundable, non-transferable, not for resale, and cannot be combined with any other coupon, offer, promotion, voucher, discount, reward program, all-inclusive offer, exclusive event, or concert, nor can they be exchanged for cash. A binding contract is formed upon completion of the booking confirmation process, and each ticket admits one person to the specified Attraction. All sales are final unless the event is canceled, in which case refunds will be issued according to our policies. No refunds or rain checks will be issued for unused, expired, or lost tickets, or in the event of inclement weather, and lost or stolen tickets will not be replaced. Photocopies of tickets or vouchers will not be accepted. Tickets used fraudulently or not as intended will be confiscated without refund and may be subject to prosecution.
7.3. Entry at an Attraction is subject to all rules and regulations posted at the park or in the guide of each Attraction. We reserve the right to refuse admission or require guests to leave the premises at any time for safety, operational, or policy reasons. Admission is not guaranteed in the event of limited capacity; entry is on a first-come, first-served basis, so it is recommended to arrive early on the day of your visit.
7.4. We reserve the right to alter, close, or remove any details, exhibits, rides, goods, or services without prior notice for safety, technical, operational, or other reasons. No refunds or price reductions will be given in these circumstances. Not all attractions, rides, or exhibits may be operational on the day of your visit. Height, age, and weight restrictions may apply to certain rides or activities, and some rides may require that guests who do not meet minimum height requirements be accompanied by a person at least 16 years old. Children under 13 years old must always be accompanied by an adult (at least 18 years old). At family attractions where specified, no admissions are permitted without a child.
7.5. Guests are required to comply with all posted rules, including the Rules of Play and safety guidelines. For reasons of hygiene and safety, appropriate attire—such as shirts, shoes, and socks—must always be worn, except in designated areas where shoes may need to be removed, or swimwear is permitted.
7.6. Parking charges are separate from admission and may apply. Tickets do not allow access to restricted areas unless specifically stated. We are not responsible for theft or loss of personal property or for any travel or out-of-pocket expenses incurred.
7.7. Smoking, including tobacco, e-cigarettes, or other products that produce vapor or smoke, is only permitted in designated outdoor areas. The use of marijuana or illegal substances is strictly prohibited.
7.8. Some attractions, experiences, or activities located outside our main entrance may not be covered by the standard admission ticket and could require a separate ticket, reservation, or additional fee.
8. Booking and Payment
8.1. The cardholder must be authorized to make the booking or purchase on behalf of all persons named on the booking, including by the parent or guardian of any party members under 18 at the time of booking. The party leader or cardholder is responsible for all payments due and must be at least 18 years old (21 years old for hotel bookings) when the booking is made.
8.2. Most bookings and other purchases must be made online via our Sites. Payment must be made in U.S. Dollars, and the total price includes all applicable taxes.
8.3. Your booking or other purchase will be confirmed by a confirmation number or booking reference, which will be sent to the email address provided at the time of booking. Your email confirmation or e-ticket serves as proof of payment and must be presented at the appropriate entrance to gain entry. Please check your confirmation email carefully upon receipt, and contact us immediately using the contact information provided on our Sites if any information appears incorrect or incomplete, as changes may not be possible later.
8.4. If you have spam filtering on your email account, our email may not reach you. If you suspect that your confirmation or other inquiry has been caught by a spam filter, you should first check your email spam or junk folders to see if any responses from us have been misdirected. Sometimes, automated replies or ticket confirmations are filtered out by mistake. Adding our email address to your email account’s safe sender or whitelist can help prevent future messages from being marked as spam.
8.5. If you have questions or concerns about accessibility, our Site will provide detailed information about available accommodations, accessible facilities, and any specific requirements or services for guests with special needs. Reviewing this information in advance ensures that you can make informed decisions and confirm that your needs can be met during your time at an Attraction. If you need further clarification, use the contact information on our Sites before completing your booking or purchase.
8.6. We reserve the right to cancel reservations due to lack of valid payment or deposit. Prices quoted under promotional campaigns include all relevant reductions; no further discounts will be granted after booking.
8.7. We also reserve the right to make changes to, correct errors in, or cancel confirmed purchases at any time. We will notify you as soon as possible and offer the following options: (a) accepting the changed arrangements, (b) purchasing an alternative ticket offer, or (c) cancelling and receiving a full refund to your original form of payment. These options do not apply to minor changes. We are not responsible for any additional expenses, costs, or losses incurred due to changes or cancellations.
8.8. We are committed to providing great value offers on tickets and accommodation packages. Where possible, discounts on entrance rates may be available. Seasonal special offers may be provided, and prices may vary in certain circumstances. The price of your ticket(s) or booking(s) will be confirmed at the time of purchase. A total price, including tax, will be given before you confirm your purchase, which you may accept or decline. All prices are for pre-booking and include tax at the end of your transaction before submitting payment. We reserve the right to correct errors in both advertised and confirmed prices. Corrections will be made as soon as we become aware of any error.
8.9. If you have purchased regular-season, specific-date tickets and need to change the date, a ticket charge may apply. Tickets classified as Dated, Special Events, Limited Time Offer, and Non-Profit Organization tickets cannot be changed. There are no refunds for unused or expired tickets or due to inclement weather.
9. Other Booking Terms
9.1. Many services included in your visit at an Attraction are provided by independent suppliers, which operate under their own terms and conditions. These terms may limit or exclude a supplier’s liability to you. Copies of the relevant terms and conditions are available upon request from the supplier.
9.2. If you experience any problems or have a complaint during your visit to an Attraction about a supplier, you must immediately inform the supplier of the relevant service. Any verbal notification should be followed up in writing as soon as possible. To allow us to address your concern, you must send an email to comments@merlinentertainments.biz within 30 days of the end of your visit, providing your confirmation number and full details of your complaint.
9.3. Bookings are accepted on the understanding that all participants are in good health and able to meet the physical demands of the visit. It is your responsibility to ensure that all members of your party possess the necessary travel and health documents before departure. We cannot accept liability or associated costs if you are refused entry to your mode of transportation or to your destination.
9.4. Any special requests must be made at the time of booking. While we will try to pass on reasonable requests to the relevant supplier, we cannot guarantee that any request will be met. Failure to fulfill a special request does not constitute a breach of contract. Confirmation that a request has been noted or included in your documentation does not guarantee it will be met. All special requests are subject to availability unless specifically confirmed.
10. Purchases
10.1. You are responsible for reading the full product listing before purchasing a product. By confirming your purchase, you agree to pay all applicable fees, taxes, shipping costs, and other amounts associated with your purchase. Further, if applicable, you acknowledge your responsibility for sales tax, VAT, and customs duties. When you place an order and the order is being shipped to you, the title for the product passes to you upon delivery of the product to the carrier. You agree that, where applicable, you will act as the importer of the products purchased, and you hereby authorize us to appoint a freight forwarding agent to act as your direct representative and pay any sales tax, VAT, and customs duties on your behalf. Please note that sales tax, VAT, customs duties, and similar charges collected at the time of purchase are estimated values and may be subject to change depending on applicable laws. If additional amounts are assessed, you are responsible for them. We will not be liable if a product is delayed or denied customs clearance because of your failure to pay such amounts.
10.2. While we strive to provide accurate information when providing our Services, typographical errors, inaccuracies, or omissions that relate to pricing, product descriptions, availability, and offers may occur. Subject to applicable law, we reserve the right to correct any errors, inaccuracies, or omissions and to change or modify information or to cancel orders or parts of orders if any information on our Services is inaccurate at any time without prior notice, including after your order has been submitted or your receipt of an order confirmation or shipping notice.
10.3. Please check all descriptions and restrictions regarding the product you are interested in thoroughly before you place your order. If you have any special circumstance (e.g., a medical or health condition or special need) that may affect or be affected by the product you wish to purchase, it is solely your responsibility to inform us before you place your order.
10.4. To make purchases, you must provide accurate and complete information for a valid payment method, such as a credit card, that you are authorized to use. BY PROVIDING INFORMATION FOR A PAYMENT METHOD, YOU AUTHORIZE US OR OUR AGENTS OR PAYMENT SERVICE PROCESSORS TO CHARGE THE PAYMENT METHOD FOR (A) AMOUNTS DUE FOR PURCHASED PRODUCTS, (B) ANY AND ALL APPLICABLE CUSTOMS, TAXES, AND SHIPPING COSTS, AND (C) ANY OTHER CHARGES INCURRED IN CONNECTION WITH YOUR USE OF THE SERVICES. YOUR PAYMENTS ARE NONREFUNDABLE EXCEPT AS EXPRESSLY PROVIDED IN APPLICABLE POLICIES. We may decline, freeze, or hold your transaction for any reason, including for suspected fraud, anti-money laundering, and sanctions compliance, or if we believe your transaction poses a risk to us or any third party.
10.5. Payment Processors may charge you fees for your purchases. Such processing fees will be disclosed to you. Your use of our Services and the payment processing provided by the Payment Processor is subject to your agreement with the Payment Processor, as may be modified from time to time. As a condition of using the payment services, you must provide accurate and complete information, and you authorize us to share this information with the Payment Processor. Your payment obligations are fully fulfilled once your payment of the agreed price is received.
10.6. You can generally return unopened and undamaged merchandise for a full refund within 90 days of the original purchase date, provided you have the original register receipt. We will issue a refund, exchange, or replacement depending on your payment method. Please keep all receipts; we cannot process returns or exchanges without a valid receipt. You cannot return a product if you have opened the packaging, if the product is damaged, or if the item is missing its original tags.
11. Media Release and Consent Notice for Photography, Video, and Audio Recordings
11.1. By entering any Attraction or our other premises, you acknowledge that we or others may take photographs, video recordings, or audio recordings of you or your guests. Your presence indicates your agreement to be included in such recordings, which may capture your appearance, movements, voice, and any statements you make.
11.2. You authorize us to use any images, videos, or audio recordings that feature you. This authorization applies to all forms of media, whether currently existing or developed in the future, and may be used for various purposes, such as marketing, promotional activities, editorial Content, or other business-related uses. The rights granted to us are perpetual and worldwide, allowing for the use, reproduction, modification, and distribution of the recorded material without restrictions regarding time or geography, except as prohibited by law.
11.3. You understand and agree that you will not receive any payment, royalty, or other compensation for the use of your likeness, voice, or statements as described above. You waive any right to inspect or approve the final product or any materials that may feature your likeness or voice. You also release us from all claims, demands, or liabilities related to the use of these recordings, including claims for invasion of privacy, defamation, or misappropriation.
11.4. Video and photography products and services available at an Attraction are provided, operated, and managed by an independent third-party company. We are not responsible for the provision, quality, or servicing of these products. Any questions, concerns, or issues about the purchase, use, or quality of video and photography products or services should be directed to the third party, and all liability relating to the products and services at issue rests solely with that party.
12. Water Parks or Playgrounds
12.1. Due to the family-friendly environment of our water parks or playgrounds, all guests are required to wear proper swimwear while inside the water attractions. Swimwear that is revealing or otherwise deemed inappropriate for a family setting is strictly prohibited, and guests wearing such attire may be asked to leave the water park. We do not permit swimwear with exposed zippers, buckles, rivets, or any metal ornamentation within the water attractions. In addition, for the comfort and safety of everyone, guests must be fully clothed whenever they are outside the designated water-park area, including but not limited to our resort lobbies, restaurants, retail outlets, hallways, elevators, parking lots, and any other common areas.
12.2. Wet swimwear on its own, without an accompanying shirt, shorts, pants, skirt, dress, or comparable cover-up, is not considered acceptable attire outside the water-park enclosure. We reserve the absolute right, in our sole discretion, to determine what constitutes appropriate attire and to require any guest who fails to comply with these guidelines to change clothing, cover up, or leave the premises without refund.
12.3. Access to our water parks and playgrounds is subject to strict occupancy limits established for the safety and comfort of all guests. Accordingly, we may, in our sole discretion, require a prior, time-specific reservation for each member of your party and may limit the length of each guest’s visit. When reservations are not mandated, entry is granted on a first-come, first-served basis and is continuously monitored to ensure compliance with applicable capacity thresholds. Admission is thus neither automatic nor guaranteed, and we reserve the right to refuse or revoke access, without liability, once maximum capacity has been reached.
12.4. Access to water parks or playgrounds may be seasonal. During the off-season, reservations or entries will not be honored. Subject to any additional or different rules that may be posted at the water park or playground, children under 12 years old must be continuously supervised by a responsible adult who is at least 18 years old. No more than three children under eight years old may be supervised by any one such adult at any given time. Access to certain slides, rides, or attractions may be subject to height restrictions. Entry, participation, and continued presence are conditioned upon compliance with all posted rules and staff instructions, and may be revoked without refund in the event of any violation.
13. Annual Passes
13.1. Sunday–Friday, Anytime, or Combo Annual Passes (“Annual Passes”) may be available for purchase online or in person at our location. Perks and benefits may be offered at our discretion and will be communicated via our sites or exclusive passholder emails. To redeem benefits, passholders must present a valid Annual Pass and photo identification. Discounts and benefits are valid only at participating locations, subject to availability, and may not be combined with other offers or promotions. Annual Passes are valid for one year from the date of issue. Each pass is valid only for the individual whose name and photo are registered. Blockout dates may apply to select passes.
13.1.1. The Sunday–Friday Annual Pass grants admission on any Sunday through Friday, subject to posted blockout dates. This pass includes general admission to standard exhibits and experiences during regular operating hours, but does not cover special events, separately ticketed experiences, or behind-the-scenes tours unless specifically stated. Passholders may enjoy additional benefits, such as discounts on retail and other purchases, discounted admission for friends and family on select days, early access to certain events or previews, and other exclusive offers.
13.1.2. The Anytime Annual Pass provides unlimited admission on any day of the week, with no blockout dates. Passholders may enter at any time during regular operating hours without the need for reservations, though entry remains subject to capacity limits and any special event restrictions. Additional benefits may include discounts on purchases such as merchandise, food, and beverages, as well as occasional discounts on special events or experiences. Passholders may also be invited to exclusive events, exhibit previews, or member-only hours, and may receive perks such as discounted admission for friends and family, birthday offers, or reciprocal benefits at other Merlin attractions.
13.1.3. The Combo Annual Pass, which may be Sunday–Friday or Anytime, allows entry to our location and one or more additional Merlin attractions, either on the same day or within a specified period. This pass includes access to all standard exhibits and experiences, though some experiences may require a separate fee. Certain Merlin locations may offer priority entry or require timed entry slots for Combo Passholders. Additional benefits may include special offers such as discounts at gift shops or cafes, or the option to add on experiences like photo packages.
13.2. When purchasing an Annual Pass online, you must upload a recent, personal headshot to serve as your official passholder photo ID. To ensure your photo is accepted, it must meet the following criteria: (i) taken within the last month; (ii) in color, with no edits or filters; (iii) set against a plain white or off-white background; and (iv) clearly show your full face. If you purchase your Annual Pass in person, we will take your photo at the main gate for your passholder ID. For passholders under 13 years old, a parent or guardian must complete the purchase and upload the photo online, or provide permission for the photo to be taken at our location.
13.3. All passes are issued exclusively in digital format and must be presented on a mobile device for scanning at admission. A compatible smartphone is required to access and use your digital pass. Certain digital passes may be added to a mobile wallet for quicker access.
13.4. Annual Passes are for personal use only and may not be used for commercial purposes. We reserve the right to revoke passes without a refund for misuse, including transfer, resale, or inappropriate behavior, as determined by us at our sole discretion. If we suspect you or your guest has violated any rules or restrictions, we may suspend the pass pending an investigation. Monthly payments will continue during this suspension period. After the investigation, the pass may be reinstated, extended, or revoked.
13.5. We reserve the right to change pass prices and benefits at any time, without notice and at our sole discretion. Price changes do not retroactively affect existing passes. All passes are subject to the policies and availability of the admitting attraction. You must comply with all posted rules, instructions, and directions from our staff. All guests are subject to mandatory bag checks prior to entry. We reserve the right to search or inspect any item deemed potentially harmful.
13.6. Annual Pass discounts do not apply to alcoholic beverages, VIP tours and experiences, or stroller and wheelchair rentals. Discounts on retail items may be excluded from certain LEGO® sets or merchandise during specific promotional periods. Additional restrictions may apply, and all benefits are subject to change with notice.
13.7. After the initial 12-month period, you may cancel all your Annual Passes by selecting “Cancel Membership” in the Membership Center after logging into your Account Holder Portal. To cancel only some of your Annual Passes after the initial 12-month period, you must contact us by email at orlandoguestservices@merlinentertainments.biz.
14. Monthly-Pay Option for Annual Passes
14.1. The Monthly Pay option for Annual Passes is available exclusively on our website and is limited to Sunday–Friday, Anytime, or Combo Annual Passes. Please note that eligibility requirements are subject to change. By selecting the Monthly Pay option, you agree to a 12-month minimum contract term, which begins on the date of purchase. After the initial 12-month term is completed, your Monthly Pay Annual Pass will automatically renew month-to-month until you choose to cancel. Promotional discounts or savings do not apply to Monthly Pay Annual Pass memberships. For complete details, including information on how to manage or cancel your Monthly Pay Annual Pass, please refer to your Retail Installment Contract.
15. Other Promotions and Offers
15.1. From time to time, an Attraction may issue, honor, or accept passes, coupons, promotional vouchers, upgrade entitlements, or other forms of admission not expressly addressed in these Terms (collectively, “Additional Offers”). We reserve the exclusive right, in our sole discretion, to determine the existence, nature, pricing, quantity, and availability of any Additional Offer, and we may modify, suspend, or withdraw any such offer at any time without prior notice.
15.2. The specific terms, conditions, limitations, and redemption procedures governing each Additional Offer will be prominently posted at the Attraction or online, and those terms are hereby incorporated into these Terms by reference. By purchasing, accepting, or using an Additional Offer, you unconditionally acknowledge and agree to be bound by the offer-specific terms then in effect. In the event of any direct conflict between these Terms and the applicable offer-specific terms, the offer-specific terms shall prevail solely with respect to that Additional Offer.
16. Best Price Guarantee
16.1. We may offer a Best Price Guarantee (“Guarantee”) at certain Attractions. This Guarantee applies only to “priority” tickets you purchased no less than 14 days before your planned visit and is valid only if you submit a valid claim as described in this Section.
16.2. The Guarantee covers only identical tickets with the same date, time of entry, and admission priority. The competing price must be publicly advertised and verifiable by us. The Guarantee does not apply to the following situations: (i) offers that require the purchase of additional products or services, (ii) group bookings, (iii) discounted membership schemes, or (iv) promotional partner offers, including but not limited to, “Buy One Get One Free” deals.
16.3. To submit a claim, you must contact us at NAbestpricegurantee@merlinentertainments.biz and provide the following: (i) proof of purchase from us, (ii) a screenshot or link to the lower-priced offer, and (iii) any other information we reasonably request to verify your claim. We will verify the lower price and the eligibility of your claim as quickly as possible. If we approve your claim, we will match the lower price and refund the difference to your original form of payment.
16.4. You are limited to one Guarantee claim per ticket for each transaction. The Guarantee cannot be combined with other offers or discounts. We reserve the right to modify or discontinue the Guarantee at any time without prior notice. However, any changes will not affect claims that have already been submitted and approved.
16.5. All decisions regarding the interpretation and application of the Guarantee are at our sole discretion and are final.
17. Ending Our Relationship
17.1. You are free to stop using our Services at any time. We are also free to terminate or suspend your use of our Services for any reason at our discretion, including your breach of these Terms. You acknowledge and agree that we have the sole right to decide whether you are in violation of any of the restrictions set forth in these Terms. Even after your use of our Services is terminated or suspended, these Terms will remain enforceable against you, and any unpaid amount you owe to us will remain due.
18. WARRANTY DISCLAIMER
18.1. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, WE EXPRESSLY DISCLAIM ALL REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, RELATING TO THE SERVICES, ANY CONTENT, OR ANY PRODUCT OFFERED OR PURCHASED ON OR THROUGH THE SERVICES, INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES OF PRODUCTS’ CONDITION, QUALITY, DURABILITY, PERFORMANCE, ACCURACY, RELIABILITY, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT, OR ANY WARRANTIES OF THE CONTENT’S ACCURACY, CORRECTNESS, COMPLETENESS, OR LEGALITY. ALL SUCH WARRANTIES, REPRESENTATIONS, CONDITIONS, AND UNDERTAKINGS ARE HEREBY EXPRESSLY EXCLUDED. NO COMMUNICATION OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED FROM OR THROUGH THE SERVICES SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. IN ADDITION, WE MAKE NO REPRESENTATIONS OR WARRANTIES REGARDING SUGGESTIONS OR RECOMMENDATIONS OF PRODUCTS OFFERED OR PURCHASED ON OR THROUGH THE SERVICES.
18.2. YOUR USE OF THE SERVICES AND YOUR USE OF ANY PRODUCT OFFERED AND PURCHASED ON OR THROUGH THE SERVICES ARE AT YOUR OWN RISK. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, UNLESS EXPRESSLY PROVIDED OTHERWISE, THE SERVICES, PRODUCTS OFFERED AND PURCHASED ON OR THROUGH THE SERVICES, AND THE CONTENT ARE MADE AVAILABLE TO YOU ON AN “AS-IS” AND “AS-AVAILABLE” BASIS, WITH ALL FAULTS AND WITHOUT WARRANTIES OF ANY KIND.
18.3. YOU ACKNOWLEDGE AND AGREE THAT WE, OUR PARENTS, SUBSIDIARIES, AFFILIATES, DIRECTORS, OFFICERS, AGENTS, EMPLOYEES, SUPPLIERS, LICENSORS, AND PARTNERS (EACH, A “MERLIN PARTY” AND, COLLECTIVELY, THE “MERLIN PARTIES”) ARE NOT LIABLE, AND YOU AGREE NOT TO SEEK TO HOLD THE PARTIES LIABLE FOR THE CONDUCT OF THIRD PARTIES, INCLUDING OPERATORS OF EXTERNAL SITES, AND THAT THE RISK OF INJURY FROM SUCH THIRD PARTIES RESTS ENTIRELY WITH YOU. WE MAKE NO PROMISES WITH RESPECT TO, AND EXPRESSLY DISCLAIM ALL LIABILITY FOR, (i) PRODUCTS, SERVICES, INFORMATION, PROGRAMMING, OR ANYTHING ELSE PROVIDED BY A THIRD PARTY THAT IS ACCESSIBLE TO YOU ON OR THROUGH THE SERVICES OR (ii) THE QUALITY OR CONDUCT OF ANY THIRD PARTY YOU ENCOUNTER IN CONNECTION WITH YOUR USE OF THE SERVICES.
18.4. YOU ACKNOWLEDGE AND AGREE THAT, TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, YOU ASSUME FULL RESPONSIBILITY FOR YOUR USE OF THE SERVICES, INCLUDING YOUR INTERACTIONS WITH OTHER USERS OF THE SERVICES, AND THAT ANY INFORMATION YOU SEND OR RECEIVE DURING YOUR USE OF THE SERVICES MAY NOT BE SECURE AND MAY BE INTERCEPTED OR OTHERWISE ACCESSED BY UNAUTHORIZED PARTIES. YOU AGREE THAT, TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, WE ARE NOT RESPONSIBLE FOR ANY LOSS OR DAMAGE TO YOUR PROPERTY OR DATA THAT RESULTS FROM ANY MATERIALS YOU ACCESS OR DOWNLOAD FROM THE SERVICES.
18.5. IF YOU RELY ON ANY DATA OR INFORMATION OBTAINED ON OR THROUGH THE SERVICES, YOU DO SO AT YOUR OWN RISK. YOU ARE SOLELY RESPONSIBLE FOR ANY DAMAGE OR LOSS THAT RESULTS FROM YOUR USE OF SUCH DATA OR INFORMATION.
19. LIMITATION OF LIABILITY
19.1. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, UNDER NO CIRCUMSTANCES AND UNDER NO LEGAL THEORY (INCLUDING, WITHOUT LIMITATION, TORT, CONTRACT, STRICT LIABILITY, OR OTHERWISE) SHALL THE MERLIN PARTIES BE LIABLE TO YOU OR TO ANY OTHER PERSON FOR (A) ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, OR PUNITIVE DAMAGES OF ANY KIND, INCLUDING DAMAGES FOR LOSS OF DATA, PROFITS, REVENUE OR GOODWILL, REPUTATIONAL HARM, BUSINESS INTERRUPTION, ACCURACY OF RESULTS, OR COMPUTER FAILURE OR MALFUNCTION ARISING OUT OF OR IN CONNECTION WITH THE SERVICES OR (B) YOUR USE OF THE SERVICES, INCLUDING, WITHOUT LIMITATION, ANY INABILITY TO ACCESS OR USE THE SERVICES OR THE PURCHASE AND USE OF PRODUCTS OFFERED ON OR THROUGH THE SERVICES, EVEN IF WE OR ANY OTHER PERSON HAS FORESEEN OR BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO LIABILITY OF A MERLIN PARTY FOR (I) DEATH OR PERSONAL INJURY CAUSED BY OUR GROSS NEGLIGENCE OR (II) ANY INJURY CAUSED BY OUR FRAUD OR FRAUDULENT MISREPRESENTATION.
19.2. THIS DISCLAIMER APPLIES, WITHOUT LIMITATION, TO THE MAXIMUM EXTENT PERMITTED UNDER LAW, TO ANY DAMAGES OR PERSONAL INJURY ARISING FROM ANY FAILURE OF PERFORMANCE, ERROR, OMISSION, INTERRUPTION, DELETION, DEFECT, DELAY IN OPERATION OR TRANSMISSION, COMPUTER VIRUS, FILE CORRUPTION, COMMUNICATION LINE FAILURE, NETWORK OR SYSTEM OUTAGE, ANY THEFT, DESTRUCTION, UNAUTHORIZED ACCESS TO, ALTERATION OF, LOSS OR USE OF ANY RECORD OR DATA, AND ANY OTHER TANGIBLE OR INTANGIBLE LOSS.
19.3. YOU SPECIFICALLY ACKNOWLEDGE AND AGREE THAT WE SHALL NOT BE LIABLE FOR ANY DEFAMATORY, OFFENSIVE, OR ILLEGAL CONDUCT BY ANY USER OF THE SERVICES.
19.4. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, UNDER NO CIRCUMSTANCES WILL THE TOTAL AGGREGATE AMOUNT FOR WHICH THE MERLIN PARTIES ARE LIABLE TO YOU EXCEED THE GREATER OF (A) THE TOTAL AMOUNT PAID TO US BY YOU DURING THE ONE-MONTH PERIOD PRIOR TO THE ACT, OMISSION, OR OCCURRENCE GIVING RISE TO SUCH LIABILITY, (B) $100.00, OR (C) THE REMEDY OR PENALTY IMPOSED BY THE STATUTE UNDER WHICH SUCH CLAIM ARISES. THE FOREGOING CAP ON LIABILITY SHALL NOT APPLY TO LIABILITY OF A MERLIN PARTY FOR (I) DEATH OR PERSONAL INJURY CAUSED BY OUR GROSS NEGLIGENCE OR (II) ANY INJURY CAUSED BY OUR FRAUD OR FRAUDULENT MISREPRESENTATION. THE PRECEDING SENTENCE SHALL NOT PRECLUDE THE REQUIREMENT FOR YOU TO PROVE ACTUAL DAMAGES.
19.5. CERTAIN JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES OR IMPLIED WARRANTIES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE EXCLUSIONS OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS.
19.6. THE LIMITATIONS OF DAMAGES SET FORTH ABOVE ARE ESSENTIAL TO THE AGREEMENT BETWEEN YOU AND US.
20. Indemnity
20.1. To the fullest extent permitted by applicable law, you agree to defend, indemnify, and hold the MERLIN PARTIES harmless from and against any and all claims, liabilities, damages, losses, and expenses (including reasonable attorneys’ fees) arising from or in connection with any third-party claims relating to (a) your use of our Services, (b) your violation of these Terms, (c) your violation of any rights of another party, including, without limitation, any copyright, property, or privacy right or any third-party agreement, or (d) your violation of any applicable laws, rules, or regulations. In the event of such a claim, suit, or action (“Claim”), we will attempt to provide notice of the Claim to any contact information we have for you (provided that failure to deliver such notice shall not eliminate or reduce your indemnification obligations under these Terms).
20.2. We reserve the right, at our own cost, to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, in which case you will fully cooperate with us in asserting any available defenses.
21. DISPUTE RESOLUTION
PLEASE READ SECTION 21 CAREFULLY, AS IT CONTAINS IMPORTANT PROVISIONS REGARDING HOW DISPUTES BETWEEN YOU AND US WILL BE RESOLVED. AMONG OTHER THINGS, THIS SECTION INCLUDES A PROVISION THAT ALLOWS EITHER PARTY TO ELECT TO RESOLVE A DISPUTE THROUGH BINDING ARBITRATION ONCE THE OTHER PARTY INITIATES A LAWSUIT OR OTHER PROCEEDING IN COURT. SECTION 21 ALSO CONTAINS A CLASS ACTION AND JURY TRIAL WAIVER, WHICH APPLIES REGARDLESS OF WHETHER THE DISPUTE PROCEEDS IN COURT OR ARBITRATION.
21.1. There may be instances when a Dispute (defined below) arises between you and us. If that occurs, we are committed to working with you to reach a reasonable resolution. You and we agree that good faith informal efforts to resolve Disputes can result in a prompt, low-cost, and mutually beneficial outcome. You and we therefore agree that, before either party commences a lawsuit or other proceeding in court against the other, we will personally meet and confer telephonically or via videoconference in a good faith effort to resolve informally any Dispute (“Informal Dispute Resolution Conference”). If you are represented by counsel, your counsel may participate in the conference, but you also agree to participate in the conference. The party initiating a Dispute must give notice to the other party in writing of its intent to initiate an Informal Dispute Resolution Conference (“Notice”), which shall occur within 45 days after the other party receives such Notice, unless an extension is mutually agreed upon by the parties in writing. Notice to us that you intend to initiate an Informal Dispute Resolution Conference should be sent by email to NAdisputes@merlinentertainments.biz or by regular mail to the applicable address set forth in Section 30.3. The Notice must include (i) your name, telephone number, mailing address, and email address associated with your use of our Services (if you have one), (ii) the name, telephone number, mailing address, and email address of your counsel, if any, and (iii) a description of your Dispute, including any applicable confirmation number or other identifying information.
A separate Informal Dispute Resolution Conference must be held each time either party initiates a Dispute, even if the same law firm or group of law firms represents multiple guests in similar cases, unless all parties agree; multiple individuals initiating a Dispute cannot participate in the same Informal Dispute Resolution Conference. In the time between a party receiving the Notice and the Informal Dispute Resolution Conference, nothing in this Section shall prohibit the parties from engaging in informal communications to resolve the initiating party’s Dispute. Engaging in the Informal Dispute Resolution Conference is a condition precedent and requirement that must be fulfilled before commencing a lawsuit or other proceeding. The statute of limitations and any filing fee deadlines shall be tolled while the parties engage in the Informal Dispute Resolution Conference.
21.2. You and we agree that any dispute, claim, or disagreement arising out of or relating in any way to your access to or use of our Services, any communications you receive from us, any products sold or distributed through our Services, or these Terms, including claims and disputes that arose between us before the effective date of the Terms (each, a “Dispute”), shall be filed exclusively in the state or federal court as set forth in Section 21.7. After either party receives service of a complaint or other pleading commencing a judicial proceeding concerning the Dispute, the other party may, at its sole discretion, elect to have the Dispute resolved by binding arbitration. Such election shall be made by providing written notice to the other party and to the court in which the lawsuit or other proceeding is pending. Upon such election, the court action shall be stayed or, if appropriate, dismissed. If we elect to arbitrate a lawsuit that you have filed in court, we will reimburse you for the filing fees you incurred to initiate that proceeding. For purposes of this Section, “Dispute” will also include disputes that arose or involve facts occurring before the existence of these Terms, as well as claims that may arise after the termination of these Terms.
21.3. YOU AND WE HEREBY WAIVE ANY CONSTITUTIONAL AND STATUTORY RIGHTS TO HAVE (i) A TRIAL IN FRONT OF A JURY IN COURT OR (ii) A TRIAL IN FRONT OF A JUDGE OR JURY IF EITHER YOU OR WE ELECT ARBITRATION AS OUTLINED IN SECTION 21.2. There is no judge or jury in arbitration, and a court’s review of an arbitration award is subject to very limited review.
21.4. REGARDLESS OF WHETHER A DISPUTE PROCEEDS IN COURT OR ARBITRATION, YOU AND WE AGREE THAT EACH OF US MAY BRING CLAIMS AGAINST THE OTHER ONLY ON AN INDIVIDUAL BASIS AND NOT ON A CLASS, REPRESENTATIVE, OR COLLECTIVE BASIS, AND THE PARTIES WAIVE ALL RIGHTS TO HAVE ANY DISPUTE BE BROUGHT, HEARD, ADMINISTERED, RESOLVED, OR ARBITRATED ON A CLASS, COLLECTIVE, REPRESENTATIVE, OR MASS ACTION BASIS. ONLY INDIVIDUAL RELIEF IS AVAILABLE, AND DISPUTES OF MORE THAN ONE CUSTOMER OR USER CANNOT BE LITIGATED, ARBITRATED, OR CONSOLIDATED WITH THOSE OF ANY OTHER CUSTOMER OR USER. A court or arbitrator may award declaratory or injunctive relief only in favor of the individual party seeking relief and only if necessary to provide relief warranted by the party’s individual claim. Nothing in this Section is intended to, nor shall it, affect the terms and conditions under Section 21.5.5. Notwithstanding anything to the contrary in this Section, if a final decision, not subject to any further appeal or recourse, determines that the limitations of this Section are invalid or unenforceable as to a particular claim or request for relief (such as a request for public injunctive relief), you and we agree that such particular claim or request for relief (and only that particular claim or request for relief) shall be severed from any arbitration and may be litigated only in the courts provided for under Section 21.7.
21.5. Arbitration
21.5.1. These Terms evidence a transaction involving interstate commerce, and, notwithstanding any other provision herein with respect to the applicable substantive law, the Federal Arbitration Act, 9 U.S.C. § 1 et seq. (the “FAA”), will govern the interpretation and enforcement of Section 21 with respect to its arbitration-related provisions, class action waiver in arbitration, and any arbitration proceedings. If a party elects arbitration to resolve a Dispute, the arbitration will be conducted by the American Arbitration Association (“AAA”), an established alternative dispute resolution provider, under its Consumer Arbitration Rules or other applicable rules (the “AAA Rules”) then in effect, unless otherwise required by law. AAA’s rules are available at https://adr.org/consumer or by calling 1-800-778-7879. For all actions under the AAA Rules, the arbitration may be filed where you reside or in Orlando, Florida. Any hearings (if any) shall be conducted virtually, unless the parties agree otherwise, or the arbitrator finds that an in-person hearing is necessary. Any in-person hearing shall be held at a location that is reasonably convenient to both parties, considering their ability to travel and other circumstances. If the AAA is unavailable to arbitrate, we will select an alternative arbitral forum. Your responsibility to pay any AAA fees and costs will be solely as set forth in the applicable AAA rules.
Subject to the applicable AAA rules, the arbitrator may direct a limited and reasonable exchange of information between the parties, consistent with the expedited nature of the arbitration. You and we agree that no depositions shall be taken in connection with an arbitration and that the arbitrator may consider motions to dismiss and motions for summary judgment (as measured by the standards set forth in Federal Rules of Civil Procedure 12 and 56). The information exchange shall be limited to ten document requests and ten written interrogatories, unless the parties otherwise agree or the arbitrator orders additional requests and interrogatories. You and we agree that all materials and documents exchanged during the arbitration proceedings shall be kept confidential and shall not be shared with anyone except the parties’ attorneys, accountants, experts, or service providers and then subject to the condition that they agree to keep all materials and documents exchanged during the arbitration proceedings confidential. During the arbitration, the amount of any settlement offer made by you or us must not be disclosed to the arbitrator until after the arbitrator makes a final decision and award, if any.
21.5.2. The arbitrator will be either a retired judge or an attorney licensed to practice law for at least ten years in the state of filing and will be selected by the parties from the AAA roster of consumer dispute arbitrators. If the parties are unable to agree on an arbitrator within 35 days of the AAA providing the parties a roster, then the AAA will appoint the arbitrator in accordance with the applicable AAA rules, provided that, if the process under Section 21.5.5 is triggered, the arbitrator for each batch shall be appointed per Rule MA-7 of the AAA Mass Arbitration Supplementary Rules or any later or similar version of the provision.
21.5.3. The arbitrator shall have exclusive authority to resolve any Dispute, including, without limitation, disputes arising out of or related to the interpretation or application of this Section 21.5, including the enforceability, revocability, scope, or validity of Section 21.5 or any portion of Section 21.5, except for the following: (i) all Disputes arising out of or relating to Section 21.4, including any claim that all or part of Section 21.4 is unenforceable, illegal, void, or voidable, or that Section 21.4 has been breached, shall be decided by a court of competent jurisdiction and not by an arbitrator, (ii) except as expressly contemplated in Section 21.5.5, all Disputes about the payment of arbitration fees shall be decided only by a court of competent jurisdiction and not by an arbitrator, (iii) all Disputes about whether either party has satisfied any condition precedent to arbitration shall be decided only by a court of competent jurisdiction and not by an arbitrator, and (iv) all Disputes about which version of the Arbitration Agreement applies shall be decided only by a court of competent jurisdiction and not by an arbitrator. The arbitrator shall issue a written award and statement of decision describing the essential findings and conclusions on which the award is based, including the calculation of any damages awarded. If the arbitrator awards either party more than $30,000.00 in an arbitration, inclusive or exclusive of attorneys’ fees and costs, such party may appeal the arbitration award to a panel of three arbitrators pursuant to the AAA rules. The award of the arbitrator or panel is final and binding upon you and us. Judgment on the arbitration award may be entered in any court having jurisdiction.
21.5.4. The parties shall bear their own attorneys’ fees and costs in arbitration unless the arbitrator finds that either the substance of the Dispute or the relief sought was frivolous or was brought for an improper purpose (as measured by the standards set forth in Federal Rule of Civil Procedure 11(b)). If you or we must file a motion to compel arbitration, the prevailing party on such motion or action shall be entitled to recover from the non-prevailing party all reasonable costs, necessary disbursements, and reasonable attorneys’ fees incurred in connection with seeking or opposing the motion to compel arbitration. Additionally, the prevailing party in any court action relating to whether either party has satisfied any condition precedent to arbitration, including the Informal Dispute Resolution Process, shall be entitled to recover their reasonable costs, necessary disbursements, and reasonable attorneys’ fees.
21.5.5. To increase the efficiency of administration and resolution of arbitrations, you and we agree that, if either party elects to arbitrate 25 or more Disputes filed in court by the other party of a substantially similar nature or with the assistance of the same law firm, group of firms, or organizations, the AAA shall (i) administer the Disputes in batches of 100 Disputes per batch (plus, if there are fewer than 100 demands left over after the batching described above, a final batch consisting of the remaining demands), or in a single batch if there are fewer than 100 demands in total, (ii) appoint one arbitrator for each batch, (iii) administer the batches concurrently, or (iv) provide for the resolution of each batch as a single consolidated arbitration with one set of administrative fees due per side per batch, one procedural calendar per batch, one hearing (if any) per batch, and one final award per batch (“Batch Arbitration”). The hearing for each batch (if any) shall be virtual, unless the parties agree otherwise or the arbitrator finds that an in-person hearing is necessary, in which case the arbitrator shall determine the location of the in-person hearing. Arbitration awards in one batch of arbitration demands shall have no precedential effect on subsequently administered batches.
All parties agree that Disputes are of a “substantially similar nature” if they arise out of or relate to the same event or factual scenario, raise the same or similar legal issues, and seek the same or similar relief. If the parties disagree on the application or administration of the Batch Arbitration process, either party shall advise the AAA, and the AAA shall appoint a process arbitrator to determine whether the Batch Arbitration process applies (“Process Arbitrator”). To expedite the resolution of any such dispute, the parties agree that the Process Arbitrator may decide the procedures necessary to resolve any disputes promptly. We shall pay the Process Arbitrator’s fees. You and we agree to cooperate in good faith with the AAA to implement any steps to minimize the time and costs of arbitration, which may include (i) the Process Arbitrator increasing the size of any batches above 100 based on the total arbitration demands filed, (ii) the appointment of a discovery special master to assist the arbitrator in the resolution of discovery disputes, or (iii) the adoption of an expedited calendar for the arbitration proceedings. This Batch Arbitration provision shall not be interpreted as authorizing a class, collective, or mass arbitration or action of any kind or arbitration involving joint or consolidated claims under any circumstances except as expressly outlined in this Section.
21.5.6. You have the right to opt out of Section 21.2 to the extent it permits a party to elect arbitration by sending written notice of your decision to opt out to the address set forth in Section 22.3 or by sending an email to NAoptout@merlinentertainments.biz within 30 days after agreeing to Section 21. To be valid, your notice must include your name and address, any email address related to your use of our Services, and an unequivocal statement that you want to opt out of arbitration. If you opt out of Section 21.2 to the extent it permits a party to elect arbitration, all other parts of these Terms will continue to apply to you. Opting out of arbitration has no effect on any other arbitration agreements that you may currently have, or may enter in the future, with us.
21.5.7. If any part or parts of Section 21 are found under the law to be invalid or unenforceable, then such specific part or parts shall be of no force and effect and shall be severed, and the remainder of Section 21 shall continue in full force and effect. However, if Section 21.5.5 is found to be invalid or unenforceable to any extent, then you agree that Section 21.2 shall be of no force and effect to the extent it allows parties to elect arbitration.
21.5.8. Notwithstanding any provision in these Terms to the contrary, we agree that if we make any future material change to Section 21, we will notify you. Unless you reject the change within 30 days of such change becoming effective by writing to us at the address set forth in Section 22.3 or by sending an email to NAoptout@merlinentertainments.biz, your use of our Services, including the acceptance of products and services offered on or through our Services, following the posting of changes to Section 21, constitutes your acceptance of any such changes. Changes to Section 21 do not provide you with a new opportunity to opt out if you have previously agreed to a version of Section 21 and did not validly opt out of arbitration. If you reject any change or update to Section 21 and you were bound by an existing agreement arising out of or relating in any way to your access to or use of our Services, any communications you receive, any products sold or distributed through our Services, or these Terms, the provisions of Section 21, as of the date you first accepted Section 21 (or accepted any subsequent changes to the provision), remain in full force and effect. We will continue to honor any valid opt-outs of the arbitration that you made to a prior version of Section 21.
21.6. These Terms and any Dispute will be governed by the laws of the state of Florida and applicable federal laws of the United States, consistent with the FAA, without regard to any principles of choice or conflict of law. Except as set forth in Section 21.5.1, this Section is intended to specify the use of such law as the governing law for substantive matters in any court proceeding or arbitration and to interpret these Terms.
21.7. Any action, suit, or other proceeding arising out of or relating to these Terms, including any Dispute, shall be brought exclusively in (i) the state court sitting in Orlando, Orange County, Florida, or (ii) the federal court sitting in Orange County, Florida with jurisdiction over Orlando, Florida. Each party irrevocably submits to the personal jurisdiction of, and agrees that venue is proper in, each such court, and waives, to the fullest extent permitted by law, any objection to the laying of venue in any such court, including any claim that a Dispute has been brought in an inconvenient forum.
22. General
22.1. You may not assign, delegate, or transfer these Terms, or your rights and obligations hereunder, to any other person in any way (by operation of law or otherwise) without our prior written consent, and any attempted assignment, subcontract, delegation, or transfer in violation of the foregoing will be null and void. We may transfer, assign, or delegate these Terms and its rights and obligations hereunder to any other person without your consent.
22.2. We shall not be liable for any delay or failure to perform resulting from causes outside our reasonable control, including but not limited to, acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, strikes, or shortages of transportation facilities, fuel, energy, labor, or materials.
22.3. You acknowledge and agree that we may give notice to you through email using the latest email address you provided to us, which constitutes effective notice. You are responsible for keeping your email address information with us up to date. You may give notice to us at the following address:
The Corporation Trust Company
Corporation Trust Center
1209 Orange Street
Wilmington, Delaware 19801
Such notice shall be deemed given when received by us by letter delivered by nationally recognized overnight delivery service or first-class postage prepaid mail at the above address.
22.4. We encourage you to review any available Frequently Asked Questions (FAQ) section on our Sites for additional information and guidance. If you still have questions, you may email us at comments@merlinentertainments.biz.
22.5. You undertake to use our Services and products purchased on or through our Services in compliance with all applicable U.S. or other export and re-export restrictions of relevant jurisdictions. You acknowledge and agree that our Services, including any products purchased on or through our Services, may not be exported or re-exported (a) into any embargoed countries by your country of residence or other relevant countries or (b) to anyone on the U.S. Treasury Department’s list of Specially Designated Nationals or the U.S. Department of Commerce’s Denied Persons List or Entity List. You represent and warrant that (i) you are not located in a country that is subject to a U.S. Government embargo or that has been designated by the U.S. Government as a “terrorist supporting” country and (ii) you are not listed on any U.S. Government list of prohibited or restricted parties. You also will not use our Services, nor the products purchased on our Services, for any purpose prohibited by any applicable law.
22.6. In accordance with California Civil Code §1789.3, you may report complaints to the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs by contacting them in writing at 400 R Street, Sacramento, CA 95814 or by telephone at (800) 952-5210.
22.7. Our failure to respond to a breach by you or others does not waive our right to act with respect to subsequent or similar breaches.
22.8. Subject to Section 21.5.7, if any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary. These Terms shall otherwise remain in full force and effect and enforceable.
22.9. These Terms are the final, complete, and exclusive agreement of the parties with respect to the subject matter hereof and supersede and merge all prior discussions between the parties with respect to such subject matter.
22.10. These Terms, which by their nature should survive the termination of these Terms, shall survive such termination, including, but not limited to, the restrictions, disclaimers, limitations, indemnity, and rules regarding dispute resolution in Section 21, as well as the provisions in Sections 5 and 18 through 20.
22.11. Subject to Section 21.5.8, PLEASE NOTE THAT THESE TERMS ARE SUBJECT TO CHANGE BY US IN OUR SOLE DISCRETION AT ANY TIME. When changes are made, we will publish a copy of the current Terms and any updated Policies available through our Services, and we will also update the “Last Updated” date at the top of these Terms. If you do not agree to any change(s) after receiving notice of such change(s), you shall stop using our Services. Otherwise, your continued use of our Services constitutes your acceptance of such change(s). PLEASE REGULARLY CHECK OUR SITES OR SERVICES TO VIEW THE THEN-CURRENT TERMS.
Social Media Rights
PLEASE READ THESE TERMS AND CONDITIONS (TERMS) CAREFULLY. BY HASH TAGGING [#MADAMETUSSAUDSUSA, #YESMADAMETUSSAUDSUSA, #TUSSAUDSORLANDO, #MADAMETUSSAUDSORLANDO #MADAMETUSSAUDS OR TAGGING [@MADAMETUSSAUDSUSA] YOU ARE CONFIRMING YOUR ACCEPTANCE OF THESE TERMS IN RELATION TO OUR USE OF YOUR CONTENT.
IF YOU DO NOT AGREE TO THESE TERMS PLEASE DO NOT RESPOND TO OUR REQUEST TO USE YOUR CONTENT.
Who we are and how to contact us
Madame Tussauds Orlando LLC (a Merlin Entertainments Group Company) operating under the name Madame Tussauds Orlando is registered in United States of America under the company number 4604492.
What these terms cover
These are the terms and conditions on which you license to Madame Tussauds Orlando LLC, its subsidiaries, affiliates, licensees, its subcontractors, consultants and agents including without limitation Merlin Entertainments Limited (company number 08700412) (referred to as "Madame Tussauds" "we" or "us") the use of all images and materials (including photographs, audio and video material) (Content), which is owned or licensed by you in whatever medium or form.
Term of this license
This license shall commence on the date that you indicate your acceptance of these Terms by placing a hash tag on the relevant social media platforms and/or emailing across content to the Madame Tussauds, Madame Tussauds’ use of the Content.
Grant of license
In consideration of Madame Tussauds displaying your Content on a website connected with Madame Tussauds or a website promoting ‘Madame Tussauds’, you hereby unconditionally and irrevocably grant Madame Tussauds, a perpetual, non-exclusive, fully-transferable, royalty-free, worldwide, sub-licensable license to use, copy, reproduce, modify, transmit, publish, edit, display and make derivative works of the Content on any media now known, or hereafter developed, in formats and contexts for any purpose including but not limited to the promotion of the service or related business activities and the right to make commercial use of the Content and excerpts of the Content in advertisements for, and in marketing and promotional materials related to, Madame Tussauds (the "Licensed Rights").
You hereby waive any and all moral rights or similar rights that you may have in the Content and understand Madame Tussauds shall be under no obligation to credit you or publicly acknowledge your rights in the Content.
Your rights in the Content
You retain all rights in the Content and nothing in these Terms shall be taken to grant any rights to Madame Tussauds in relation to ownership of the Content.
You understand that in providing us with the Licensed Rights, Madame Tussauds shall have absolute discretion in whether it uses the Content and shall not be obliged to use, distribute, display or make derivative works of the Content.
Warranties
Each party warrants to the other that it has full power and authority to enter into these Terms.
You warrant to Madame Tussauds that you:
- Own or control all the rights necessary to grant Madame Tussauds the Licensed Rights referred to above;
- the Content does not infringe the rights of any third party (including without limitation copyright, moral rights, privacy rights and publicity rights);
- and you have obtained all relevant consents, releases and waivers to permit the public distribution of the Content;
- the Content does not infringe any third party's intellectual property rights, other proprietary rights or rights of publicity or privacy;
- the Content does not contain any viruses, Trojan horses, worms, cancel bots or other computer programming routines that are intended to damage, detrimentally interfere with, intercept or expropriate any system, data or personal information.
Limitation of remedies and liability
Nothing in these Terms shall operate to exclude or limit either party's liability for:
- death or personal injury caused by its negligence; or
- any other liability which cannot be excluded or limited under applicable law.
Transfer of rights to someone else
You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing. However, we may transfer our rights and obligations under these Terms to another organisation.
Notices
Any notice or other communication given to a party under or in connection with these Terms shall be in writing and shall be by pre-paid first-class post or other next working day delivery service at its registered office (if a company); or sent by email to the address specified in above (in relation to us) or the email address used on the social media website for which we obtained your Content.
Entire agreement
These Terms constitute the entire agreement between the parties and supersedes and extinguishes all previous agreements, licenses, promises, assurances, warranties, representations and understandings between them, whether written or oral, relating to its subject matter.
Nobody else has any rights under this contract
No one other than the parties, their successors and permitted assignees, shall have any right to enforce any of its terms.
Variation to these Terms
No variation of these Terms shall be effective unless it is in writing and signed by the parties (or their authorised representatives).
Which country's laws apply to any disputes?
These Terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with its subject matter or formation are governed by and construed in accordance with the law of United States of America. The parties irrevocably agree that the courts of Unites States of America have non-exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) that arises out of or in connection with these Terms or its subject matter or .
Consent
Subject to the below, you have the right to revoke your consent to the use of your Content. If you wish to revoke consent, please contact the email address in the Contact and Complaints clause below.
You acknowledge that whilst you can revoke your consent and prevent the use of your Content in future projects, it may not be possible for your Content to be completely removed from some materials, including but not limited to, physical marketing materials already in circulation.
Contact and Complaints
The primary point of contact for all issues arising from this Policy, including requests to exercise data subject rights, is Merlin’s Data Protection Officer. The Data Protection Officer can be contacted in the following way:Data.Protection@merlinentertainments.biz
To exercise your data subject rights, please complete the request form available here.
For additional information, please see our Privacy Policy here.
For any general inquiries or to address any concerns, we kindly encourage guests to visit our Contact Us page.
