Terms & Conditions

The London Dungeon is not suitable for people of a nervous disposition or children under the age of 12: entry is at the discretion of the parent/guardian. Children under 16 must be accompanied by an adult 18 or older. Children under the age of 5 are not permitted to enter The London Dungeon.

The Dungeons reserve the right to refuse entry without explanation. Tickets purchased online or in advance are not to be used in conjunction with any other offer, promotion, voucher or exchanged for cash. Ticket only redeemable at the attraction stated. The Dungeons reserve the right to alter, close or remove details/exhibits/rides without prior notice for technical, operational or other reasons, and that no refunds or price reductions can be given in these circumstances.

All tickets for the London Dungeon whether they be purchased from the London Dungeon directly, the Merlin Contact Centre, other Merlin Attractions or third party sellers are purchased on a non refundable and non transferable basis.

The London Dungeon and The Merlin Entertainments Group shall have no liability for any loss or damage arising on the premises, and accept no liability for travel expenses or any other out of pocket expenses incurred.

1. Making your booking: The party leader must be authorised to make the booking on the basis of these booking conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. The party leader is responsible for making all payments due to us. The party leader must be at least 18 when the booking is made. All bookings must be made online via the website. At the end of the booking process, you are asked to confirm that you have read and agree with our booking conditions. Your booking will be confirmed by a reference number or a print @ home ticket (if you select this options), we will reconfirm your booking by email. The confirmation is sent to the email address which you enter/provide at the time of making your booking. However if you have spam filtering on your email account, our email might not reach you.

Your email voucher will serve as proof of payment for your attraction ticket. If you are collecting your tickets at the attraction, you will need to present this confirmation email at the appropriate entrance to gain entry. You must take the confirmation email with you or you may not gain entry. If you selected the print @ home option, you must bring a printed version of your ticket with you. Please check your booking confirmation carefully as soon as you receive it. Contact us immediately if any information on the confirmation appears to be incorrect or incomplete as it may not be possible to make changes later.

Please arrive within your designated 15 minute show time, failure to do so may result in an extended wait.  If you need to collect your tickets at the attraction then please allow enough time to collect them before your show begins. Your confirmation alone, will not provide you with immediate entry into the London Dungeon.  Please note that your show time indicates your arrival time and that your show will begin shortly after, this may be extended in peak periods.

2. Payment: Full payment is required at the time of booking.

3. Your contract: A binding contract between us comes into existence when the final page of the booking confirmation procedure gives you a booking reference. For all payments made via this website, Merlin Entertainments (Dungeons) Limited will be the responsible contractual party. This contract and all matters arising out of it are governed by English law.

4. The cost of your ticket(s): We are committed to providing great value offers on tickets; where possible offering discounts on entrance rates. There are likely to be some seasonal special offers and in some circumstances prices may go up or down. The price of your ticket(s) will be confirmed at the time of booking.

We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error. A total price of your ticket(s) will be given before you confirm your booking which you may accept or not. All prices are for pre-booking and include VAT.

5. Changes by you: Once a booking reference has been issued it will not be possible to amend or transfer your booking.

6. Cancellation by you: Should you or any member of your party need to cancel your booking once it has been confirmed, the party leader must immediately contact the provider of your ticket. As soon as you cancel, your unique confirmation email voucher will become void and non-redeemable. We regret it is not possible to make refunds in respect of cancelled bookings. If you have any questions please contact our Guest Experience team on ldguestexperience@merlinentertainments.biz

7. Changes and cancellation by us: Occasionally, we have to make changes to and correct errors and other details both before and after bookings have been confirmed and cancel confirmed bookings and we must reserve the right to do so. If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:

• (a) accepting the changed arrangements or
• (b) purchasing an alternative ticket offer from us. If the chosen alternative date is less expensive than your original one, we will refund the difference but if it is more expensive, we will not ask you to pay any more
• (c) cancelling or accepting the cancellation in which case you will receive a full refund of all monies you have paid to us.

Please note, the above options are not available where any change made is a minor one. In all cases, our liability for significant changes and cancellations is limited to offering you the above mentioned options. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation.

8. Force Majeure: Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss (as more fully described in clause 9 (1) below) as a result of "force majeure". In these booking conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity or actual threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

9. Our Liability to you

(1) We promise to make sure that the ticket arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted arrangements. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).

(2) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage arising including any distress, inconvenience or anxiety caused during the course of the experience, expense, cost or other sum or claim of any description whatsoever which results from any of the following:

• the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or
• the act(s) and/or omission(s) of a third party not connected with the provision of your visit and which were unforeseeable or unavoidable or
• 'force majeure' as defined in clause 8.

(3) Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which any supplier agrees to provide for you where the services or facilities are not advertised in our brochure and we have not agreed to arrange them.

(4) The promises we make to you about the services we have agreed to provide or arrange as part of our contract will be used as the basis for deciding whether the services in question had been properly provided.

(5) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.

(6) You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 12 below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred".

10. Complaints and problems: In the unlikely event that you have any reason to complain or experience any problems with your visit to an attraction, you must immediately inform the supplier of the service(s) in question. Any verbal notification must be put in writing as soon as possible. Until we know about a problem or complaint, we cannot begin to resolve it. You must write to our Guest Experience Team at the attraction you have visited, within 28 days of the end of the visit to the attraction giving your booking reference and full details of your complaint. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.

11. Your Responsibilities: Bookings are accepted on the understanding that all persons travelling are normally in good health and able to fulfil the physical demands of the attraction visit. It is your responsibility to ensure all members of the party are in possession of all necessary travel and health documents before departure. We cannot accept any liability or associated costs if you are refused entry onto transport or into the attraction country as a result of failure to carry correct documentation.

12. Conditions of Suppliers: Many of the services which make up your visit are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions (see clause 9 (3)). Copies of the relevant parts of these terms and conditions are available on request from the supplier concerned.

13. Special Requests and Medical Problems: If you have any special request, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.

14. Call Monitoring and Recording: As part of our continuing effort to ensure you receive the highest service standards, we may monitor and record your call for training purposes.

15. Directions: Please make sure you have directions to your chosen Dungeon; basic directions are also provided on your email voucher. Directions should be used in conjunction with an up to date map.

16. Parking: Please check parking arrangements. Parking is always at the vehicle owner’s risk.

17. Best Price Guarantee: Book more than 14 days in advance of your visit date and we guarantee that www.thedungeons.com will have the lowest priced entrance tickets available. If you find a cheaper price within 7 days of booking, we will match it and refund the difference!

The best price guarantee is subject to availability and times of date. The ticket must be the same in all respects including date, time of entry and admission priority. Excludes offers conditional on buying other products, group bookings or discounted membership schemes. We guarantee the best prices whether you make your purchase in Euros or Sterling, however, due to currency variations we will not consider price comparisons between products purchased in different currencies.

18. Dungeon Ticket Terms and Conditions: Prebooked tickets give you guaranteed entry.These can only be obtained through thedungeons.com and the Merlin Contact Centre. All other tickets holders must book into specific timeslots on the day of arrival.

For general admission ticket holders, join the main queue and present your booking confirmation at admissions to gain entry to the attraction. (If in doubt please check first with an assistant at the door which queue to join.)

Merlin does not knowingly allow anyone to visit its Attractions or hold a Merlin Pass who is a convicted child sex offender or subject to the notification requirements of the Sexual Offences Act 2003, or subject to the Sexual Risk Order, Child Abduction Notice or any other restrictions or requirements that protects the safety and welfare of children.

Merlin reserves the right to refuse admission to any of its Attractions ban entry from the Attraction or remove from the Attraction without any right to a refund, any person [and any other members of their party] whose behaviour or presence may affect the enjoyment and/or safety of other guests or staff, or who may otherwise undermine Merlin’s commitment to safeguarding children and young people. For these purposes “Attractions” shall be deemed to include all and any resorts or attractions operated by Merlin either currently or at any point in the future.

PHOTOGRAPHY

From time to time Merlin Entertainments Plc or other authorised parties carry out photography and/or video recording in the Attraction, which may feature guests. Entry to the Attraction is deemed acceptance of these Entry Conditions, and you therefore agree that Merlin or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be).

Once your tour begins, you are required to turn off all mobile devices and are strictly prohibited from undertaking any photography and/or filming of the tour. The management team reserves the right to refuse entry and to remove immediately anyone found or suspected of being in contravention of this requirement from the attraction without a refund.

RAT NAMING COMPETITION TERMS

The promotion is open to UK residents over the age of 16.

Entrants under the age of 18 must have the permission of an adult.

The competition closes on Friday 6th April at 12pm.

Two winners will be selected and will receive two complimentary tickets each to The London Dungeon.

Winners will be contacted on Friday 6th April and the prize must be accepted within 24 hours.

Tickets must book in for a visit date before 30th June and winners must be able to travel into London independently.

Winners under the age of 18 must be accompanied by an adult as their plus one. Additional visitors must purchase admission tickets.

Reasonable efforts will be made to contact the winners within 24 hours. If a winner cannot be contacted, or is unable to comply with these terms and conditions, The London Dungeon reserves the right to offer the prize to the next eligible entrant drawn at random.

All entries must be made directly by the person entering the competition.

Prize is non-transferable;

Travel expenses are not included in the prize.

This promotion is not open to employees (or family members of employees) of Merlin Entertainments plc, or any companies associated with The London Dungeon and all affiliates of such companies.

The London Dungeon’s decision is final and no correspondence will be entered into.

By entering the competition you agree to the use of you name and disclosure of country of residence and will co-operate with any other reasonable requests by The London Dungeon relating to any post-winning publicity (including, but not limited to, use on social media and The London Dungeon website).

The London Dungeon reserves the right to amend or alter the terms of competitions at any time.

Competitions may be modified or withdrawn at any time.

Promoter's Details: The London Dungeon, 

County Hall, Riverside Building, Westminster Bridge Road, London, SE1 7PB

This acceptable use policy sets out the terms between you and us under which you may access our website www.thedungeons.com (our site). This acceptable use policy applies to all users of, and visitors to, our site.

Your use of our site means that you accept, and agree to abide by, all the policies in this acceptable use policy, which supplement our terms of website use.

www.thedungeons.com is a site operated by Merlin Entertainments Group Limited (we or us). We are registered in England and Wales under company number 5022287 and we have our registered office at Arbor Building, 16^th Floor, 255 Blackfriars Road, London, SE1 9AX.

PROHIBITED USES

You may use our site only for lawful purposes. You may not use our site:

• In any way that breaches any applicable local, national or international law or regulation.
• In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.
• For the purpose of harming or attempting to harm minors in any way.
• To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards set out below.
• To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
• To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

You also agree:

• Not to reproduce, duplicate, copy or re-sell any part of our site in contravention of the provisions of our terms of website use.
• Not to access without authority, interfere with, damage or disrupt:
• any part of our site;
• any equipment or network on which our site is stored;
• any software used in the provision of our site; or
• any equipment or network or software owned or used by any third party.

INTERACTIVE SERVICES

We may from time to time provide interactive services on our site, including, without limitation:

• Chat rooms.
• Bulletin boards.
• Photo/video galleries.
• Social media feeds.
• Customer service chat facilities.

Where we do provide any interactive service, we will provide clear information to you about the kind of service offered, if it is moderated and what form of moderation is used (including whether it is human or technical).

We will do our best to assess any possible risks for users (and in particular, for children) from third parties when they use any interactive service provided on our site, and we will decide in each case whether it is appropriate to use moderation of the relevant service (including what kind of moderation to use) in the light of those risks. However, we are under no obligation to oversee, monitor or moderate any interactive service we provide on our site, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards, whether the service is moderated or not.

The use of any of our interactive services by a minor is subject to the consent of their parent or guardian. We advise parents who permit their children to use an interactive service that it is important that they communicate with their children about their safety online, as moderation is not foolproof. Minors who are using any interactive service should be made aware of the potential risks to them.

Where we do moderate an interactive service, we will normally provide you with a means of contacting the moderator, should a concern or difficulty arise.

CONTENT STANDARDS

These content standards apply to any and all material which you contribute to our site (contributions), and to any interactive services associated with it.

You must comply with the spirit of the following standards as well as the letter. The standards apply to each part of any contribution as well as to its whole.

Contributions must:

• Be accurate (where they state facts).
• Be genuinely held (where they state opinions).
• Comply with applicable law in the UK and in any country from which they are posted.

Contributions must not:

• Contain any material which is defamatory of any person.
• Contain any material which is obscene, offensive, hateful or inflammatory.
• Promote sexually explicit material.
• Promote violence.
• Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
• Infringe any copyright, database right or trade mark of any other person.
• Be likely to deceive any person.
• Be made in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
• Promote any illegal activity.
• Be threatening, abuse or invade another's privacy, or cause annoyance, inconvenience or needless anxiety.
• Be likely to harass, upset, embarrass, alarm or annoy any other person.
• Be used to impersonate any person, or to misrepresent your identity or affiliation with any person.
• Give the impression that they emanate from us, if this is not the case.
• Advocate, promote or assist any unlawful act such as (by way of example only) copyright infringement or computer misuse.

SUSPENSION AND TERMINATION

We will determine, in our discretion, whether there has been a breach of this acceptable use policy through your use of our site. When a breach of this policy has occurred, we may take such action as we deem appropriate.

Failure to comply with this acceptable use policy constitutes a material breach of the terms of use upon which you are permitted to use our site, and may result in our taking all or any of the following actions:

• Immediate, temporary or permanent withdrawal of your right to use our site.
• Immediate, temporary or permanent removal of any posting or material uploaded by you to our site.
• Issue of a warning to you.
• Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
• Further legal action against you.
• Disclosure of such information to law enforcement authorities as we reasonably feel is necessary.

We exclude liability for actions taken in response to breaches of this acceptable use policy. The responses described in this policy are not limited, and we may take any other action we reasonably deem appropriate.

CHANGES TO THE ACCEPTABLE USE POLICY

We may revise this acceptable use policy at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are legally binding on you. Some of the provisions contained in this acceptable use policy may also be superseded by provisions or notices published elsewhere on our site.

PLEASE READ THESE TERMS AND CONDITIONS (TERMS) CAREFULLY. BY HASH TAGGING [#YESLONDONDUNGEON, #YESLONDONDUNGEONS, #LONDONDUNGEON, #LONDONDUNGEONS, #THELONDONDUNGEON, #THELONDONDUNGEONS] OR TAGGING [@LONDONDUNGEON]

 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

Merlin Entertainments (Dungeons) Limited (a Merlin Entertainments Group Company) operating under the name London Dungeon is registered in England and Wales under the company number 3671067 whose registered office is Arbor Building, 16^th Floor, 255 Blackfriars Road, London, SE1 9AX.

What these terms cover

These are the terms and conditions on which you licence to London Dungeon, its subsidiaries, affiliates, licensees, its subcontractors, consultants and agents including without limitation Merlin Entertainments Limited (company number 08700412) (referred to as "London Dungeon", "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 licence

This licence 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 London Dungeon, agreeing to London Dungeon's use of the Content. 

Grant of licence

In consideration of London Dungeon displaying your Content on a website connected with London Dungeon or a website promoting 'London Dungeon', you hereby unconditionally and irrevocably grant to London Dungeon, a perpetual, non-exclusive, fully-transferable, royalty-free, worldwide, sub-licensable licence 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, London Dungeon (the "Licensed Rights").

You hereby waive any and all moral rights or similar rights that you may have in the Content and understand that London Dungeon shall be under no obligation to credit you or publically 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 London Dungeon in relation to ownership of the Content.

You understand that in providing us with the Licensed Rights, London Dungeon 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 London Dungeon that you:

• Own or control all the rights necessary to grant London Dungeon 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 breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982; 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, licences, 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 England and Wales. The parties irrevocably agree that the courts of England 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 formation.

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.