Terms & conditions

PURCHASING TICKETS FOR NOTTINGHAM CITY MUSEUMS VENUES TERMS & CONDITIONS

Your Commitment to us
When you confirm your purchase, you are accepting that these terms and conditions form the basis of any contract between Nottingham City Museums (Venues include: Nottingham Castle, Wollaton Hall & Newstead Abbey) and yourself.

Online Security
To ensure that your online shopping experience is secure, your credit/debit card details will be encrypted on a secure server to minimize the possibility of someone being able to read them as they are sent over the internet.

Online Booking
Once purchased on-line tickets may not be used in conjunction with any other offer. No ticket may be resold.

Any discounts or offers on-line are available for limited quantities and periods only and shall not be available on bookings made by phone or in person.
Please bring along your booking reference number, print out or your e-ticket, or display on your mobile phone and show on entry.
Prices are correct at the time of going to press and are subject to change without notification.

Price
The description and price of tickets you order will be on shown on the venue website at the time you place your order. Prices are in UK Sterling and inclusive of any applicable taxes, with booking fee indicated, or included if not referenced. Once you have paid, we will not increase the price of your tickets.

Tickets
Entry to the venue will be on the presentation of a ticket or voucher only.

Tickets and vouchers are non-refundable and non-transferable. Only in exceptional circumstances and subject to availability can your booking be changed.

Children must be accompanied at all times. Proof of entitlement may be required for concession tickets.

All online tickets provide an eTicket to visitors. While most of our eTickets will go to your primary mailbox, we recommend to check your junk or spam inbox if you have not received the eTickets, in case the email goes to an alternative folder. This is subject to the settings of each mail provider and not something we are able to control on behalf of a visitor.

We are NOT responsible for the physical delivery of tickets or annual passes. Where annual passes are arranged to be posted to customers they are provided by the Royal Mail – successful delivery is not the venue responsibility. Visitors may alternatively arrange for collection of their annual pass from our venue directly.

Admission

Admission to an event is at all times subject to any terms, conditions or rules of the venue operator. You must also adhere to the venue operator’s specific terms of entry and protocols surrounding Covid-19.

Please refer to the venues website:

Nottingham Castle: www.nottinghamcastle.org.uk/visit

Wollaton Hall & Deer Park: www.wollatonhall.org.uk/visit

Newstead Abbey & Gardens: www.newsteadabbey.org.uk/visit 

Carers

Carers are able to attend the venue, subject to a paid adult ticket being purchased and suitable documentation of being a carer.

Children

Admission to each venue  - Children 15 and under are free with each paid adult ticket. Up to 3 children per paid adult ticket. Proof of a child’s age may be requested at the discretion of management.

All children must be accompanied by an adult.

Dogs

Dogs are not allowed within the buildings of Nottingham Castle, Newstead Abbey or Wollaton Hall, unless registered assistance dogs, which are permitted.

In the grounds and facilities of these venues, it is subject to the policy of the venue and the operation of the event.

Nottingham Castle: www.nottinghamcastle.org.uk/visit

Wollaton Hall & Deer Park: www.wollatonhall.org.uk/visit

Newstead Abbey & Gardens: www.newsteadabbey.org.uk/visit 

 

Annual Pass

Please note your Annual Pass is valid for the named individually only and cannot be transferred or refunded.

Children must be accompanied by an adult when using their pass. It is only valid for standard visits and not valid for parties, school visits or special event days.

Your Annual Pass gives you benefits specific to each venue.

Please refer to the Annual Pass ticketing page that specifies the outlined benefits.

Your Annual Pass is not valid for special ticketed events however you may benefit from reduced rates. If applicable, this will be outlined on the event web and ticketing pages.

Access to certain areas may be restricted due to adverse weather conditions.

Opening times and dates may change without prior notice at the discretion of the venue

.Please check the website for details before each visit. Please also check before arrival on days with adverse conditions:

Nottingham Castle: www.nottinghamcastle.org.uk/visit

Wollaton Hall & Deer Park: www.wollatonhall.org.uk/visit

Newstead Abbey & Gardens: www.newsteadabbey.org.uk/visit 

Lost or damaged cards will incur a £5 replacement administration fee per card.

Your Annual Pass must be presented to gain entry otherwise full admission will be charged.

If you have purchased your Annual Pass online please present your confirmation email on entry.

Nottingham City Museums management have the right to refuse entry and remove annual pass if fraudulent use is suspected where no refund will be given.

Nottingham City Museums management reserve the right to exclude certain events from the annual pass offer.

Ticket checking

As soon as you receive your tickets please check that they are correct and exactly what you have ordered. If your tickets are not what you have ordered please let us know immediately by contacting us by email to the relevant venue:

Nottingham Castle: nottingham.castle@nottinghamcity.gov.uk

Wollaton Hall & Deer Park: wollaton.hall@nottinghamcity.gov.uk

Newstead Abbey & Gardens: newstead.abbey@nottinghamcity.gov.uk

Detail changes

If you change your address after you have booked your tickets with us you will need to inform us of this immediately. For instance all annual passes are set up to your home address, and if you have requested for us to post your annual pass, the address will need to be kept up to date on our system.

Cancellations, postponements and refunds

Make sure when you book your tickets you can attend the event. Tickets are for personal use only. Once you have booked your ticket we won't be able to cancel or exchange it.

Unfortunately we cannot issue any refunds for cancellations requested by visitors. If however an event is cancelled by us due to circumstances, you will be notified and offered an alternative date, or a refund may be offered if the activity or event is not able to be postponed by us to an alternative date.

Sometimes the date for an event that you have booked may change, owing to the circumstance, for instance but not limited to, the illness of a stage performer. If this occurs we will contact you by email, phone or in writing to let you know if your ticket is still valid for an alternative date, applicable for alternative activities, or to arrange a refund.

Please note that the Booking Fee is non-refundable and Delivery Fees are only refunded if the tickets have not been dispatched yet. If there is a rescheduled date, there may be a time frame in which a refund can be claimed. If this applies it will be communicated to you on the email notify

Should an event be postponed or cancelled, the venue cannot be held liable for any additional costs you may incur for personal arrangements such as travel, accommodation, subsistence or any other associated service relating to the event or the date change.

*Please check our event listings for validity of annual pass to all activities and events at each venue.

Please refer to the venues website:

Nottingham Castle: www.nottinghamcastle.org.uk

Wollaton Hall & Deer Park: www.wollatonhall.org.uk

Newstead Abbey & Gardens: www.newsteadabbey.org.uk

 

Lost & stolen tickets

Ensure you keep your tickets safe, they are your responsibility to retain for your records! If you lose them or they are stolen, we will not be able to replace them.

 

Admission refusal

Nottingham City Museums cannot refund tickets for anyone who is refused entry, or thrown out of a venue due to not following venue policy. For instance, but not limited to:

• Being or appearing to be over or underage, and not able to provide proof in line with event / admission or ticket requirements.

• Declining to be searched, if searches are in place as part of the event or admission.

• Abusive, threatening, drunken or antisocial behaviour, which includes smoking in a no smoking area.

• Carrying offensive weapons, illegal substances or making unauthorised audio, video or photographic recordings.

Notifying us of problems

If you have a problem, for example if you haven't received your tickets, please reach out to us with enough time to look into your request and reply – we will do our best to assist.

It is important to contact us during normal office hours (Monday - Friday: 9 am – 5 pm), at least three working days before the event. No refunds will be given for the non-delivery of tickets, where you have failed to inform us at least three working days before the event takes place.

Bank charges

All payment and refund transactions, irrespective of currency, originate from the UK. Nottingham City Museums venues cannot be held liable for any additional charges your bank or credit card provider may apply to your transaction, such charges are completely out of our control.

Data protection

By placing an order you confirm that you understand that you are agreeing to being contacted by Nottingham City Museums or its communication channels, with legitimate interest marketing information about tickets, which is related information. If you do not wish to receive this information you will be able to opt out of any future marketing emails via unsubscribe links.

If you have any questions about our terms and conditions please get in touch with us by email to each relevant venue:

Nottingham Castle: nottingham.castle@nottinghamcity.gov.uk

Wollaton Hall & Deer Park: wollaton.hall@nottinghamcity.gov.uk

Newstead Abbey & Gardens: newstead.abbey@nottinghamcity.gov.uk