Ticket & Entry Terms & Conditions
ENTRY TO KIDZANIA LONDON IS SUBJECT TO ACCEPTANCE OF THESE TICKET & ENTRY TERMS & CONDITIONS.
IMPORTANT: The entry of a child to KidZania London whether with or without a parent or guardian, with a school, with a group or corporate booking or otherwise is deemed to be consent to that child undertaking all of the activities available at KidZania London.
1 INFORMATION ABOUT US
1.1 KidZania London is operated by Edutainment Operations Limited (“we”, “us” and “our”). We are registered in England and Wales under company number 12299506 and have our registered office at: Westfield Shopping Centre, Ariel Way, London, United Kingdom, W12 7GF. Our main trading address for correspondence is KidZania London, Unit 5001, Service Yard B, Ariel Way, Westfield London W12 7GA. We are a limited company.
1.2 If you have any questions or if you have any complaints, please contact us. You can contact us by telephoning our customer service team or by e-mailing us at [email protected]
2 TICKET TERMS & CONDITIONS
2.1 These Terms & Conditions (“Terms”) set out all the terms and conditions upon which we provide you and your guests (“you” and “your”) with access to KidZania London.
2.2 Please read these Terms carefully before buying a ticket to KidZania London (“Ticket(s)”). By buying a Ticket and/or gift voucher, you agree to be bound by these Terms.
2.3 Tickets are non-transferable, non-exchangeable, void if altered and, save as expressly set out in these Terms, non-refundable.
2.4 The price of a Ticket includes admission to KidZania London and all activities inside (except the activities involving food preparation which come with an extra GBP£ charge), but excludes all food and beverages, private parties, photography and video recording services and goods sold at KidZania London. One Ticket entitles one person to entry to KidZania London on one occasion for a maximum period of up to two or four hours depending on ticket type purchased.
2.5 You are not allowed to purchase Tickets to visit KidZania London on more than one occasion per day.
2.6 All persons entering KidZania London must pay for admission and/or hold a valid Ticket which has been obtained from KidZania London, KidZania London’s website or an authorised third party. A Ticket must be used by the same person during its period of validity and is not valid for special events.
2.7 KidZania London reserves the right to deny admission, or to require a person already admitted to leave KidZania London, without refund or compensation, for failure to comply with any of the KidZania London rules, for unsafe, illegal or offensive behaviour, to ensure safety, security or order, or if we consider that the circumstances so require. The practical impact of this clause may be altered by our specific COVID-19 terms, which can be found here. Please ensure that you have read these additional terms and understood how they might affect your visit to KidZania London.
2.8 If Tickets are bought on behalf of other visitors (for example, group bookings), the buyer accepts these Terms on behalf of every visitor and shall ensure that these Terms are notified to and followed by each person in the group.
3 OPENING HOURS
3.1 Please see our website https://KidZania.co.uk/visit-u... for details of KidZania London’s normal opening hours.
3.2 KidZania London’s opening hours are subject to change without prior notice.
3.3 Food and drinks may be ordered by visitors at KidZania London’s food and beverage outlets anytime up to 30 minutes before closing.
4 KIDZANIA LONDON ENTRY RULES
4.1 For the purposes of entry to KidZania London, the following definitions apply (which will be applicable if used in singular or plural form):
4.1.1 an ‘infant’ is any child under one (1) year old;
4.1.2 an ‘early years child’ refers to any child aged one (1) and up to and including three (3) years old;
4.1.3 a ‘child’ is aged four (4) and up to and including fourteen (14) years old;
4.1.4 an ‘adult’ is any person aged 18 years or over; however, an adult ticket can be purchased for 15-under 18 years as they cannot take part in role play activities.
4.1.5 a “carer” is a person aged 18 years or over who looks after a visitor requiring full-time care or assistance and who has provided one of the following forms of ID to KidZania London:
• Proof of Disabled Living Allowance;
• Blue Badge, Freedom Pass, Nimbus Access Card; or
• Signed letter from a doctor or GP (Photo ID required).
4.1.6 an ‘establishment’ is a specific area within the KidZania city where children can take part in role play activities.
For the avoidance of doubt, age means a person’s legal age (ie according to actual date of birth).
4.2 KidZania London operates a strict age policy. Entry to KidZania London is subject to the following age requirements:
4.2.1 Children aged 0-7(inclusive) must be accompanied by a full paying adult (18+) at all times. Children 8 and over can enter KidZania London unaccompanied, but an adult must be present for the admission for all children into KidZania London
4.2.2 Infants and early years children are not permitted to enter any of the establishments other than “RightZKeepers’ Residence”, “The Science Lab”, the Supermarket and the Kindergarten. Please note children aged four (4) and over are not permitted in “RightZKeepers’ Residence”, “The Science Lab” and the Kindergarten – the activities within these establishments are designed for infants and early years children. The practical impact of this clause may be altered by our specific COVID-19 terms, which can be found here. Please ensure that you have read these additional terms and understood how they might affect your visit to KidZania London.
4.2.3 All children must be accompanied by an adult when checking in at the airport to enter KidZania London regardless of whether that adult will be staying in KidZania London themselves. All adults leaving children (aged eight (8) to fourteen (14) inclusive) unaccompanied at KidZania London must provide contact details comprising at least two telephone numbers and an email address at check-in.
4.2.4 Adults and any people aged 15, 16 or 17 must be accompanied by children in order to enter KidZania London. Generally, adults and people aged 15, 16 or 17 are not permitted to enter the establishments unless accompanying an infant or early years child into those establishments where babies and early years children are permitted. Certain establishments, including the TV studio and theatre, allow adults and people aged 15, 16 or 17 to enter to participate in the audience. Adults who have accompanied children into KidZania London are permitted to visit the public areas and parents’ area whilst their child is taking part in activities within the establishments;
4.3 Children may only be collected from KidZania London by either:
4.3.1 the adult who has accompanied the children at check-in; or
4.3.2 a nominated adult who has been named at check-in and that nominated person provides photographic identification upon collection;
KidZania London will not be able to release any children without either the accompanying or nominated person being present.
4.4 If a visitor needs to temporarily leave KidZania London they should make their way to Immigration and speak to a member of staff. The visitor will be given a maximum of 20 minutes and will be issued with a re-admittance note and temporarily checked out. Children aged 0-7 inclusive cannot be left unaccompanied in the facility whilst an adult is offsite. Children will not be allowed to leave KidZania London temporarily without their accompanying adult. The end time of the visitor’s Allocated Session (please see paragraph 6.2 below) will remain the same ie if the visitor entered at 12pm their Allocated Session will finish at 4pm regardless of the time they have been offsite.
4.5 Entry to KidZania London is subject to the following:
4.5.1 All activities within KidZania London are purely recreational/educational;
4.5.2 Entry into an establishment and participation in an activity is conditional on your compliance with KidZania London or the relevant operator’s instructions;
4.5.3 A child is free to choose the activities that they intend to experience subject to availability and other restrictions inherent in carrying out those activities including but not limited to height, weight, age or allergy restrictions which are displayed at each establishment. For further information regarding applicable restrictions please refer to the FAQ’s section of our website here. For the avoidance of doubt entry into KidZania London is deemed acceptance of these restrictions;
4.5.4 In the event that you leave your children (aged eight (8) to fourteen (14) inclusive) unaccompanied at KidZania London, you understand that they might carry out an activity that you would not have chosen for them (Children under 8 must be accompanied at all times as per section 4.2.2.). Leaving your child at KidZania London without a parent or guardian is deemed to be consent to that child undertaking all of the activities available at KidZania London.
4.5.5 Adults are not allowed inside the establishments (other than as permitted under paragraph 4.2 above) or allowed to queue on behalf of children;
4.5.6 Fast-Track Entry included in some of our tickets only applies at the front entrance of KidZania London and at the British Airways check-in area – no priority access is given to Customer Services or to the establishments within the KidZania city.
4.5.7 With the exception of organised school parties, visitors may not bring outside food (including birthday cakes) and beverages on to KidZania London premises. KidZania London offers outlets for that purpose;
4.5.8 No pets or animals except for assistance animals are allowed in the premises;
4.5.9 KidZania London is a smoke-free facility and smoking (including of e-cigarettes) is prohibited;
4.5.10 Certain areas of KidZania London are only open to persons aged 18 or over, such areas are identified by appropriate signage.
4.6 Upon check-in at the airport within KidZania London, children and adults accompanying children under eight (8) receive a bracelet to wear around their wrist with a radio frequency antenna and an identification chip installed. The bracelet shall be worn at all times, cannot be swapped between visitors and can only be removed by our employees with parental authorisation through a specialised system at the end of their visit.
4.7 If you or your child have any medical condition, disability or other educational needs that may impact upon your/your child’s visit please notify KidZania London’s Customer Services Team by email on [email protected], or a member of the check-in team so we can cater for your/your child’s needs and put in place any appropriate arrangements to ensure you/your child have the best experience within KidZania London. Children with allergies will be issued with a white awareness band and children with other additional needs will be issued with a yellow awareness band. Our awareness bands alert our staff that special assistance may be required to ensure your child has a safe and enjoyable experience within KidZania London. Regardless of their age, children visiting KidZania London with their carer and wearing an awareness band must be accompanied by their carer at all times.
4.8 We support breastfeeding in public places. The presence of the Baby Care Room aims to ensure that mothers are able to breastfeed their babies in comfort and without interruption or embarrassment. Mothers are also invited to breastfeed on the benches located in our premises but they cannot do it in the parents’ room as the parents’ room is an adult-only room. The purpose of the parents’ room is to allow for parents of kids above eight (8) to have a quiet, child-free relaxing time while their kids are in KidZania London.
4.9 KidZania London will endeavour to ensure that as many activities and establishments as possible are available for use by visitors, however:
4.9.1 Certain activities may have specific time schedules;
4.9.2 From time to time, some establishments may be reserved for private parties;
4.9.3 From time to time, some facilities or establishments may be temporarily closed due to maintenance or remodeling. The practical impact of this clause may be altered by our specific COVID-19 terms, which can be found here. Please ensure that you have read these additional terms and understood how they might affect your visit to KidZania London.
4.10 Whilst you and other Ticket holders are on KidZania London premises, you and your guests must comply with all directions of our employees, relevant health and safety notices, policies and announcements made available to you. The practical impact of this clause may be altered by our specific COVID-19 terms, which can be found here. Please ensure that you have read these additional terms and understood how they might affect your visit to KidZania London.
4.11 You may be asked to leave KidZania London if your behaviour jeopardizes in any way your own, other visitors and/or KidZania London’s employee’s and/or contractor’s safety and/or you refuse to comply with all directions of our employees, relevant health and safety notices, policies and announcements made available to you. The practical impact of this clause may be altered by our specific COVID-19 terms, which can be found here. Please ensure that you have read these additional terms and understood how they might affect your visit to KidZania London.
4.12 To prevent offensive weapons or dangerous articles from being taken into KidZania London, visitors are admitted to KidZania London subject to a condition that, if requested to do so, they will allow themselves and/or their belongings to be searched. For the avoidance of doubt, it is prohibited to bring into KidZania London any weapons, fireworks, smoke bombs, glass bottles or other articles, which may cause injury. The throwing of any article which could cause injury or affect the enjoyment of other visitors is strictly prohibited.
4.13 The consumption of alcohol is permitted within designated licensed areas of KidZania London only. The sale of alcohol is restricted to those aged 18 years old or over. All alcohol consumed on KidZania London premises must be purchased within the designated licensed areas of KidZania London. KidZania London urges visitors to drink responsibly at all times. Visitors are not permitted to bring alcohol onto KidZania London premises. Any persons found possessing alcohol on entry, or who appear to be unduly under the influence of alcohol, may be refused admission to KidZania London or escorted from KidZania London without right to refund. KidZania London reserves the right to permit alcohol to be served at private events and functions.
4.14 The use of illegal substances is strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances will be refused admission or escorted from KidZania London without right to refund.
4.15 Unnecessary noise (such as that from the unsociable use of mobile phones, radio sets and other electrical equipment), or any behaviour likely to cause annoyance to other visitors or confusion of any kind is not permitted in any part of KidZania London.
4.16 KidZania London in its absolute discretion reserves the right to close the whole or any part of KidZania London at any time or to restrict the number of persons having access to KidZania London. The reason for any closure or restriction provided by this condition may include closure due to capacity, special events or to ensure safety and security of guests, or if KidZania London reasonably considers the circumstances so require. In the event that KidZania London is closed by reason of capacity, special events or to ensure safety and security of guests, KidZania London shall offer you the opportunity to re-book your Tickets or shall refund all Tickets purchased to attend during such closure.
4.17 All items, belongings and other property brought into KidZania London by visitors shall be at such visitor's own risk and KidZania London accepts no liability for the loss or damage to such property. KidZania London advises that visitors do not bring valuables to KidZania London. Visitors may leave all pushchairs and/or large luggage items at a designated area. Secure lockers are available upon request and subject to a fee and availability.
4.18 CCTV cameras are used to assist in the proper running of KidZania London. However, KidZania London does not make any representation as to the extent of coverage provided by the cameras.
5 HOW TO PURCHASE TICKETS
5.1 Tickets can be purchased via our website https://ticket.KidZania-london or by telephone 0330 131 3333 or through one of our authorised distributors. All telephone calls made to 0330 131 3333 from a BT landline will be charged at local rates. Calls from mobile operators and other networks may vary. The practical impact of this clause may be altered by our specific COVID-19 terms, which can be found here. Please ensure that you have read these additional terms and understood how they might affect your visit to KidZania London.
5.2 All persons wishing to visit KidZania London should purchase Tickets in advance and pre-book the time and date of their entrance into the KidZania London. Tickets sold at the entrance to KidZania London will be subject to availability at that time. Please note: groups of 15 children or more must purchase Tickets at least 24 hours in advance.
5.3 All Tickets must be paid for in full at the time of purchase either by credit card or debit card. We do not accept cheques. All tickets purchased by telephone or at the KidZania London entrance will incur a booking fee (please see our website https://KidZania.co.uk/tickets for details), no booking fee is charged for all tickets purchased online.
5.4 The price of Tickets may vary from time to time. Our prices are as stated on our website https://KidZania.co.uk/tickets but are liable to change at any time. Ticket prices are in UK Sterling and include VAT. When buying a Ticket either via the website or by telephone, the total price will be confirmed. We reserve the right to correct any pricing errors even after we have sent you the email confirmation or Tickets (as appropriate) although we will endeavour to do so as soon as we become aware of the error.
5.5 Upon purchase of a Ticket from our website, you will receive an email with a Ticket reference number. This email constitutes your proof of purchase. Please check that you have received this email following purchase. We take no responsibility should you not receive this email due to reasons outside of our control e.g. junk or spam filtering. The confirmation email together with the credit card used to pay for the Tickets must be presented at the main entrance of KidZania London where it will be exchanged for entrance tickets.
5.6 It is your responsibility to check the accuracy of the details on your email confirmation or Tickets (as appropriate) as mistakes cannot always be rectified. When you receive your email confirmation or Tickets, please keep them in a safe place as we cannot be held responsible for any Tickets that are lost or stolen.
5.7 Tickets are non-transferable, non-exchangeable, void if altered and, save as expressly set out in these Terms, non-refundable. Subject to availability, tickets to KidZania London may be amended upon payment of a fee (subject to clause 6.4 of these Terms) – please refer to our website https://KidZania.co.uk/tickets and clause 6.4 of these Terms for details of the fees payable.
5.8 Only Tickets purchased directly from us or one of our authorised distributors are valid for admission. Tickets purchased from unauthorised third parties are not valid for entry.
5.9 You can choose to collect your Tickets on your arrival at KidZania London from one of our ticket desks or self-service kiosks in which case you will need your Ticket(s) reference number together with the credit card used to pay for the Ticket(s). The practical impact of this clause may be altered by our specific COVID-19 terms, which can be found here. Please ensure that you have read these additional terms and understood how they might affect your visit to KidZania London.
5.10 In the event that you purchase Tickets through one of our authorised distributors, the resulting legal contract is between you and that third party authorised distributor, and is subject to the terms and conditions of that third party authorised distributor, which they will advise you of themselves. You should carefully review their terms and conditions applying to the transaction.
6 ALLOCATED ENTRY TIME
6.1 You will be given the opportunity to select a date and time for arrival at KidZania London (an “Allocated Entry Time”) (subject to availability) during the online or telephone booking procedure and this will be shown on your confirmation email or Ticket (as appropriate). For those wishing to redeem a valid gift voucher, please call 0330 131 3333 to arrange your Allocated Entry Time. It is your responsibility to arrive in time for your Allocated Entry Time.
6.2 You are asked to arrive at KidZania London between 30 minutes before and no later than 15 minutes before your Allocated Entry Time although you will not be allowed access into KidZania London before your Allocated Entry Time. You will be permitted to spend four (4) hours (“Allocated Session”) from your Allocated Entry Time in KidZania London (Unless you are purchasing an afternoon ticket from 15:00pm, where you may not receive the full four hours due to our opening hours) All visitors must leave KidZania London within 15 minutes of the end of their Allocated Session unless purchasing food and beverage within KidZania London’s food and beverage outlets.
6.3 Visitors who miss their Allocated Entry Time are not guaranteed entry to KidZania London. KidZania London staff will advise visitors who have missed their Allocated Entry Time of the next available time slot but at busy times it may not be possible to find a time on the same day in which case it will be necessary to re-book an Allocated Entry Time. KidZania London shall charge an amendment fee of £15 to re-book an Allocated Entry Time more than one hour after the initial Allocated Entry Time.
6.4 Once an Allocated Entry Time has been issued, it will be necessary to call 0330 131 3333 for you to change the day and/or time of entry into KidZania London. An amendment charge of £15 will be applied every time a booking is changed. The practical impact of this clause may be altered by our specific COVID-19 terms, which can be found here. Please ensure that you have read these additional terms and understood how they might affect your visit to KidZania London.
6.5 We reserve the right to amend an Allocated Entry Time once it has been issued to you but we will endeavour to notify you as soon as we become aware that this is necessary. Should we have to significantly amend your Allocated Entry Time (i.e. by two (2) or four (4) hours or more), you may choose to accept the new Allocated Entry Time, arrange another mutually agreeable Allocated Entry Time with us via our telephone booking line or cancel the Ticket whereupon we will refund you all the monies you have paid to us for the Ticket(s) within fourteen (14) days of cancellation but no further compensation will be paid.
6.6 On select Sundays (18.06.2023, 25.06.2023, 02.07.2023, 09.07.2023 & 16.07.2023) and Monday to Friday from 27.06.2023 to 19.07.2023, the allocated entry time is not valid and customers with general entry tickets can arrive any time in our opening hours with no allocated session, as long as arriving at least 1 hour before closing, and stay as long as they wish (no 4-hour time limit). This is not valid on Birthday party bookings.
6.7 For the avoidance of doubt the allocated entry time as set out in paragraphs 6.1 to 6.5 above does not apply to tickets booked for general entry on 18.06.2023, 25.06.2023, 02.07.2023, 09.07.2023 & 16.07.2023 and Monday-Friday 27.06.2023-19.07.2023.
7.1 Upon entering KidZania London, each child aged 4-14 will receive 50 kidZos (KidZania currency) in cash. The practical impact of this clause may be altered by our specific COVID-19 terms, which can be found here. Please ensure that you have read these additional terms and understood how they might affect your visit to KidZania London.
7.2 Children can use their kidZos to carry out some activities at KidZania London or acquire some goods available at KidZania Redemption Store.
7.3 Children also have the option to open their own personal savings account at the Central Bank of KidZania with a minimum deposit of 75 kidZos. They will receive their own bank card which they can use to pay for activities or have their salaries wired directly to their account.
7.4 KidZos cannot be exchanged for cash, returned or refunded or sold to third parties.
7.5 KidZania London cannot be held liable for kidZos which, are subsequently lost, stolen or damaged.
7.6 KidZania London reserves the right to refuse to accept kidZos which they deem to have been tampered with, duplicated, damaged or which otherwise are suspected to be affected from fraud.
8 GIFT VOUCHERS (EXCLUDING CHILD ANNUAL PASS GIFT VOUCHERS)
8.1 Gift vouchers are available for purchase via our website. A gift voucher entitles the number of people stated on the gift voucher to visit KidZania London in one visit and is valid for one year from the date of purchase. For those purchasing the gift vouchers during our closure during 2021 lockdown, the gift voucher validity is extended to 18 months. Before visiting KidZania London, the gift voucher holder must email [email protected] to book his or her date and Allocated Entry Time (subject to availability).
8.2 Gift vouchers cannot be exchanged for cash.
8.3 Gift vouchers are valid for entry to KidZania London only and cannot be exchanged for goods including merchandise, food or beverages once inside KidZania London.
8.4 Gift vouchers cannot be returned or refunded.
8.5 KidZania London cannot be held liable for gift vouchers which, are subsequently lost, stolen or damaged.
8.6 KidZania London reserves the right to refuse to accept a gift voucher which it deems to have been tampered with, duplicated, damaged or which otherwise is suspected to be affected from fraud.
8.7 Paragraph 7 of the terms & conditions applying to Child Annual Passes (available here) set out the terms and conditions upon which Child Annual Pass Gift Vouchers are available for purchase.
9 ADD ON VOUCHERS
9.1 Add-ons are available to pre-purchase prior to your visit to KidZania London.
9.2. Add-ons can be purchased using a credit or debit card via our website ww.KidZania.co.uk by selecting the relevant ticket type, or via our call centre 0330 131 3333
9.3 You will be issued with a booking confirmation email which you will need to exchange for an " Add on Wristband" at our ticket desks inside KidZania London.
9.4 Add on Wristbands cannot to be transferred or exchanged for cash and are non-refundable;
9.5 KidZania London reserves the right to change any promotion/offer for one of equal value without prior notice;
9.6 Add on Wristbands are only valid on the date of entry to KidZania London and may be redeemed anytime up to 30 minutes before closing.
9.7 Add on Wristbands may only be used once and must be submitted upon redemption.
9.8 KidZania London reserves the right to refuse any Add on Wristbands that KidZania London deems, in its sole discretion, to have been duplicated, damaged, misused or defaced in any way.
9.9 KidZania London is not responsible for any Add on Wristbands that are lost, stolen or unused by the expiry date.
9.10 If you have purchased food and beverage add-ons, please ensure that if you have any special dietary requirements that you ask to speak to a member of the food and beverage team on redemption of the Add on Wristbands. Whilst KidZania London tries its best to accommodate all dietary requirements there may be some circumstances where it is unable to do so. Allergen information is compiled using data obtained from approved suppliers. Whilst every care has been taken to ensure that cross contamination is minimal with regard to kitchen processes and ingredients, such instances may arise, due to the nature of food preparation.
9.11 If you have purchased an EPT add-on, please refer to point 12 in these terms and conditions.
9.13 Free drink special offer: one free hot or soft drink per paZZport on the day of redemption; offer valid until 30/06/2023; paZZport office receipt must be presented at the food outlet for the free drink redemption.
9.14 If you have purchased a lanyard add-on, this allows the redemption of 1 RightZkeeper lanyard from the following retail ranges only: GN153-GN158, GN281-GN285, GN111-GN116, colour /design is subject to availability. Redemption of the pre-paid lanyard is from inside the KidZania Retail Shop only and not at City stands
10 TICKET CANCELLATION
10.1 In rare circumstances beyond our control, we reserve the right to cancel a Ticket but we will endeavour to notify you as soon as we become aware that this is necessary. Should we have to cancel your Ticket we will refund you all the monies you have paid to us within fourteen (14) days of cancellation.
11 RIGHT TO CANCEL GOODS PURCHASED FROM OUR WEBSITE AND REFUNDS
11.1 Right to cancel a purchase: if you purchase goods (excluding pre-booked Ticket(s) and Annual Passes), from our website and are resident in the European Union you are entitled to cancel your purchase during the period commencing from the date of purchase and ending fourteen (14) days from the date you receive the goods (“cooling off period”). If you wish to cancel a purchase please fill out the cancellation form clicking on the button below or contact KidZania London by email at [email protected] to communicate your decision to cancel your purchase.
11.2 Right to a refund for cancelled goods: if you exercise your right to cancel your purchase during the cooling off period you shall be entitled to return the cancelled goods (if received) to KidZania London, Westfield London, Ariel way, London, W12 7GA at your expense within fourteen (14) days of exercising your right to cancel. You shall be entitled to receive a refund of all payments received from you including the costs of delivery if you return the entire order (but not supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
11.3 Receiving a refund: we shall issue all refunds within fourteen (14) days of either our receipt of the cancelled goods, or you providing evidence of having returned the cancelled goods (for example, a proof of postage receipt from the post office or courier) to us, whichever is the sooner. We will process the refund using the same means of payment as you used for the initial purchase. You shall not incur any fees as a result of the reimbursement.
11.4 We may make a deduction from the refund for loss in value of the cancelled goods if the loss is the result of unnecessary handling by you.
11.5 We recommend that all goods are returned by an appropriate delivery method (for example Royal Mail special delivery or courier) which includes insurance up to the value of the cancelled goods. We shall not be liable for any cancelled goods lost in transit.
11.6 For the avoidance of doubt the right to cancel and the right to a refund as set out in paragraphs 11.1 to 11.3 above do not apply to:
11.6.1 pre-booked Tickets;
11.6.2 Annual Passes or
11.6.3 certain goods including, CDs, DVDs or software if you have broken the seal on the wrapping; perishable items; made to order, tailor-made or personalised items and goods that have been mixed inseparably with other items after delivery.
11.6.4 All photography merchandise
Refunds of such tickets, passes and goods are not available in any circumstances. This does not affect consumers’ statutory rights.
11.7 Returning faulty goods: If you receive faulty goods, please contact our customer services team on [email protected]. Alternatively, faulty goods can be returned to us at KidZania London, Westfield London, Ariel Way, London, W12 7GA please enclose your name and address, proof of purchase and details of the fault. Once we receive the faulty goods we will contact you to discuss the options available to you.
12 FILMING AND PHOTOGRAPHY
12.1 Visitors may be photographed by KidZania London’s official photographer or by our staff during activities in establishments. The photos will be available for you to see and purchase at the photography establishment within KidZania London or any other designated outlet within the facility. Photographs may also be purchased via our official photographer’s website and via their mobile kiosk; photographs that are purchased will be available for download for a period of seven (7) days.
All photographs will be stored for a two-month period after which, they will be safely destroyed.
Photographs referred to in this section 12.1 will not be shared with any third party, or used for any marketing or research purposes unless you consent to your images being used by the business and its partners by filling out a Photo Consent Form.
By accepting these Terms, you consent to such photographs being taken and stored.
12.2 Without prejudice of the provisions in section 12.1, you must advise our staff at the entrance if you DO NOT consent on your child being included in group photographs taken during the activities in establishments, which photographs may be purchased by other customers appearing on them. If you DO NOT consent on your child being part of a group photograph, please advise our staff at the time of check-in process at the airport/entrance, your child will be given a distinctive awareness band which will alert our staff on the fact that your child shall not be considered for photographs.
12.3 From time to time, KidZania London or other authorised parties carry out photography and/or video recording at KidZania London which may feature visitors.
By accepting these Terms, you consent to the use of such images and/or recordings by us solely in connection with advertising, promoting KidZania London (such as on the KidZania London website, social media sites and pages, partner sites, outdoor advertising and brochures for KidZania London), and for our internal purposes, and in doing so, you allow us to edit, modify, publish and make available such images and/or recordings. You acknowledge and agree that you will not receive compensation if we use such images and/or recordings for the purposes set out above. You further agree that copyright in these materials rests with KidZania London or such authorised party (as the case may be).
12.4 In relation to all visitors to KidZania London who are under 18, you, being the parent or legal guardian of such persons, or person duly authorised by the parent or legal guardian of such person, also consent to the use of their image and/or recordings for the purposes set out above. You acknowledge that the copyright in such images and/or recordings rests with us and/or any authorised third party and accordingly you grant us and/or any authorised third party all rights in any images and/or recordings of you and/or your children. You shall promptly execute such documents and perform such acts as may be required for the purposes of giving full effect to the foregoing.
12.5 Our activities in all our establishments, including The University, Television Studio, Creative Agency, Fashion Boutique, Radio Station, Pet Wellbeing centre, Fire station, Photography Studio and others may include your child having their image and/or voice photographed or recorded. You acknowledge that the copyright in such images and/or recordings rests with us. In some instances visitors may be offered the opportunity to take home a copy of their image or a recording in which they feature as a take home gift, such photographs and recordings are taken and stored for the purpose of carrying out the activities, advertising the activities within the facility (for example on screens within the facility or via internal radio broadcasts) and creating take home gifts. Please note that some activities may include your child’s image or voice featuring in photographs or recordings with other children. Please notify our staff during check in process at the entrance/airport if you DO NOT wish to have your child participating in the activities described in this section and having their image or voice recorded. If you DO NOT consent on your child being part of these activities, by notifying our staff your child will be given a distinctive awareness band which will alert our staff on the fact that your child is not allowed to participate in such establishments.
Images and recordings taken and stored in relation to this section will be stored for a two-month period after which, they will be safely destroyed. We do not share your photographs or any Personal Data (i.e. name & address) with any third party, or use these for any marketing or research purposes unless you consent to your images being used by the business and its partners by filling out a Photo Consent Form.When obtaining digital copies of your photographs, please consult the privacy statement at www.kidzaniaphotoshare.co.uk or speak to a member of our team for further information.
12.6 Photography and filming by visitors is allowed within KidZania London. However, visitors may be asked to refrain from photographing or filming if it is disruptive or if other circumstances disturb other visitors’ experience at KidZania London. By accepting these Terms, you acknowledge that KidZania London may on demand have access to photographs taken and video footage captured by visitors to KidZania London and request that certain photographs and/or footage are deleted if they are or are deemed to be offensive to other visitors and/or employees. By accepting these regulations you agree not to intentionally photograph and/or capture video footage of any individual without that person’s permission and must adhere to all photography/filming restrictions in place from time to time whilst within KidZania London.
12.7 Photographs taken by you at KidZania London are for you to enjoy for your own personal, private, non-commercial purposes only. Unless permission has been expressly granted by us, picture and images cannot be reproduced in any format or media other than for private viewing.
12.8 Refund/Exchange Policy for Custom Photography Merchandise. Due to the custom designed nature of the photo services and products there are no refunds on any custom photo product/merchandise; or if that the order was processed such as an error was made on the type/style of merchandise order made and confirmed by the customer through the self service photo kiosks or the point of sale counters cannot be returned or exchanged unless: a manufacturer defect is evident at the time it was purchased.
13 EVENTS OUTSIDE OUR CONTROL
13.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an Event Outside Our Control.
13.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.
13.3 If an Event Outside Our Control takes place that affects the performance of our obligations under these Terms:
13.3.1 we will contact you as soon as reasonably possible to notify you; and
13.3.2 our obligations under these Terms will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control.
14 YOUR INFORMATION
15 INTELLECTUAL PROPERTY RIGHTS
15.1 We are the owner or the licensee of all intellectual property rights in our website, in the material published on it, the concept of KidZania London, all rights to the “KidZania” trade mark and in all materials within KidZania London including, without limitation, any text, graphics, images, artwork, illustrations, photographs, animations, music, video, audio, audio-visual works, designs, logos, software and any other content. These works are protected by copyrights, patents, trade secrets or other proprietary rights owned by us and/or our licensors. All such rights are reserved.
15.2 "KIDZANIA” is a registered trade mark of KidZania, S.A.P.I. de C.V.
16 OUR LIABILITY TO YOU
16.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into this contract.
16.3 We do not exclude or limit in any way our liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and fraud or fraudulent misrepresentation.
16.4 We are not responsible for indirect losses which occur as a side effect of the main loss or damage, or for any losses that fall into the following categories: loss of income or revenue, loss of business, loss of profits or contracts, loss of data or waste of management or office time, loss of goodwill, disappointments or emotional distress and/or any other loss or damage which was not reasonably foreseeable by us at the date the Ticket was bought, however arising and whether caused by tort (including negligence), breach of contract otherwise, even if foreseeable.
16.5 In the event that you have purchased your Ticket as part of other services from a third party, that third party supplier’s individual liability will be set out in their own terms and conditions. You may request from the supplier directly copies of any relevant terms and conditions. For the avoidance of doubt, we do not accept liability for acts or omissions by you or any person(s) on behalf of whom you have placed a booking or unconnected third parties or suppliers of services which do not form part of the contract between you and us.
17 SHOPPING DISCOUNTS
17.1 On the date of your visit to KidZania London, you will be given a flyer at the check in desk which you will need to take to the guest services desk in Westfield to redeem it. You will then be able to show this at participating stores and receive discount!
17.2 Please see information at: https://KidZania.co.uk/offers/...
17.3 The flyer will need to be taken to the guest services desk in Westfield to redeem shopping discounts.
17.3 We shall have no liability against any cost, loss or liability incurred by you as a result of the use of the Shopping discounts.
18 OTHER IMPORTANT TERMS
18.1 We have the right to revise and amend these Terms from time to time by notifying you or placing updated Terms on our website. You may not vary these Terms unless agreed in writing with us. You will be subject to the Terms in force at the time that you bought Tickets to KidZania London (unless otherwise notified in writing).
18.2 We may transfer our rights and obligations under these Terms to another organisation, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these Terms.
18.3 You may not transfer your rights or your obligations under these Terms to another person.
18.4 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
18.5 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
18.6 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
18.7 If any of these Terms is determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
18.8 These Terms and any document referred to in them constitutes the whole agreement between us and supersedes all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the subject matter of these Terms.
18.9 You acknowledge that, in agreeing to these Terms, you do not rely on any representation or warranty (whether made innocently or negligently) that is not set out in these Terms. Nothing in this paragraph excludes liability for fraud.
18.10 These Terms are governed by English law. You and we both agree to submit to the non-exclusive jurisdiction of the English courts. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
COVID-19 TERMS AND CONDITIONS
From 27th January 2022 until further notice the rights and obligations set out below apply to your booking and form part of our Ticket and Entry Terms and Conditions.
19. In accordance with our duty to comply with applicable health and safety legislation and appropriate UK Government guidance in relation to COVID-19 we will be taking the following steps:
19.1 Infants and early years children (under 4 years old) will be allowed to enter KidZania London from the 30th July. Any bookings for infants or early years children made before 22nd June 2020 will be contacted for a full refund which will be processed in accordance with our normal refund policy (please see clause 11 of our Terms for details);
19.2 to control crowd density within each establishment in KidZania London, from time to time, establishments may be closed without notice;
19.3 KidZania London will accept cash from 24th July. On arrival all children visiting will receive 50 kidZos on a preloaded cash card. Physical KidZo cash from previous visits will be accepted to make purchases. For more information about KidZo, please see FAQ’s which can be found here; and
19.4 to protect others by reducing airborne transmission of COVID-19, we encourage and welcome all guests, including children aged 11 and above, to wear face coverings at all times throughout their visit.
19.5 we advise that all guests follow the KidZania London health and safety guidelines during their visit, which can be found on the website here.
Health checks on entry
20. If i) you or someone in your Group are unwilling to cooperate with us in completing the health checks; or ii) we, at our sole discretion, consider that the outcome of these health checks indicate that you or someone in your Group may be exhibiting symptoms of COVID-19, we reserve the right to refuse entry. Should you or someone in your Group be refused entry on the basis of either i) refusal to cooperate with; or ii) the outcome of the health-related checks:
20.1 you, or the Group Lead in the case of a Group, will be issued a refused entry slip which will give you details of how to exchange any applicable Tickets for a future date that will not be subject to an amendment charge (see clause 6.4 of our Terms for more details). If the value of any rescheduled Tickets are higher than the value of the original Tickets, you will be charged the difference in price and you may be charged for the cost of any perishable items that cannot be preserved until the rescheduled Ticket date. You may exchange any applicable Tickets to any future date subject to availability provided that the chosen date is i) no less than 14 days following the original Ticket date; and ii) within six calendar months of the original Ticket date; and
20.2. we reserve the right to refuse any requests for a refund but will consider the circumstances of such a request on a case by case basis.
22. If you and each person in your Group are granted entry to KidZania London following the health checks, we will not store any information regarding the outcome of the health checks. Please note that we may also be required to share visitor personal data, including but not limited to the aforementioned Identity, Contact and Health data, with the UK Government if requested under the COVID-19 track and trace measures.
Symptoms before your visit
23. If you, or someone in your Group, experience symptoms of COVID-19 within 14 days prior to visiting KidZania London:
23.1. we politely request that you do not visit the attraction for a period of 14 days following the cessation of those symptoms;
23.2. please contact us using the details at clause 1 above and we will exchange any applicable Tickets for a future date that will not be subject to an amendment charge (see clause 6.4 of our Terms for more details). If the value of any rescheduled Tickets are higher than the value of the original Tickets, you will be charged the difference in price and you may be charged for the cost of any perishable items that cannot be preserved until the rescheduled Ticket date. You may exchange any applicable Tickets to any future date subject to availability provided that the chosen date is i) no less than 14 days following the original Ticket date; and ii) within six calendar months of the original Ticket date; and
23.3. we reserve the right to refuse any requests for a refund but will consider the circumstances of such a request on a case by case basis.
24. We strongly recommend that schools carry out their own health checks on the teachers (or other support staff if applicable) and children in a school group immediately before travelling to KidZania London and to follow UK Government guidance in respect of assessing whether or not someone in the school group is exhibiting symptoms of COVID-19. If the health checks carried out by a school indicate that anyone in the school group is exhibiting symptoms of COVID-19 please refer to clause 6 above.
25. If your booking to KidZania London was affected by our temporary closure in response to COVID-19 and you chose to accept a Reschedule Voucher, you can redeem this by emailing [email protected] to rearrange your booking subject to availability. Terms of the Reschedule Voucher can be found on our website here at www.kidzania.co.uk
26. Before booking any Tickets, please ensure that you have checked whether there are any active restrictions imposed by any of the Coronavirus Health Protection Regulations 2020 (Lockdown Laws) that may prevent us from allowing you or someone in your Group to enter KidZania London. Please see the banner at the top of this webpage for a high level summary of any such active restrictions and our understanding of the general impact this may have on our customers.
27. If we are unable to grant you or someone in your Group entry to KidZania London due to restrictions imposed by any of the Coronavirus Health Protection Regulations 2020 (Lockdown Laws):
27.1 please contact us after the affecting Lockdown Law restrictions are no longer applicable using the details at clause 1 above and we will exchange any applicable Tickets for a future date that will not be subject to an amendment charge (see clause 6.4 of our Terms for more details). If the value of any rescheduled Tickets are higher than the value of the original Tickets, you will be charged the difference in price and you may be charged for the cost of any perishable items that cannot be preserved until the rescheduled Ticket date. You may exchange any applicable Tickets to any future date subject to availability and subsequent Lockdown Law restrictions within six calendar months of the date on which the Lockdown Law restrictions no longer apply; and
27.2 we reserve the right to refuse any requests for a refund but will consider the circumstances of such a request on a case by case basis.