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London Eye: Terms & Conditions

All persons riding on The London Eye (the "Eye") and/or its premises within and around County Hall and/or Iconic Images Gift Shop and/or the London Eye Pier (The Millennium Pier) and/or Jubilee Gardens and/or riding on a London Eye River Cruise ("RC") do so subject to the following terms and conditions. For the purpose of this document, the above locations will be referred to together as the ‘London Eye Domain’

  1. The London Eye is operated by the London Eye Management Service Limited a company registered in England and Wales under company number 2896849 with a registered office at Link House, 25 West Street, Poole, Dorset, BH15 1LD, as an agent for and on behalf of Merlin Attractions Operations Limited. For all payments made via this website, Merlin Attractions Operations Ltd will be the responsible contractual party. This responsibility includes: refunds, chargebacks, cancellations and dispute resolution. In the event that a dispute is raised, we will offer the first line of support and will refund the Buyer, if deemed appropriate. Merlin Attractions Operations Limited a company registered in England and Wales under company number 6272935 with a registered office at Link House, 25 West Street, Poole, Dorset, BH15 1LD.
  2. Tickets may be purchased either individually or a pod may be hired exclusively (referred to as a "Private Pod"). The maximum number of persons allowed per Private Pod is 28. For all other ticket holders, the number of persons per pod may vary. 
  3. Unless a Private Pod has been booked, groups of 28 persons will not always travel in the same pod. A minimum of two adults (aged 16 plus) are permitted in a pod, except at the absolute discretion of London Eye Management Services Limited. ("LEMS").
  4. For the safety and comfort of all guests, suitable clothing, including shirt and shoes, must be worn at all times while visiting any area of the London Eye Domain.
  5. It is prohibited for an individual to take into the London Eye Domain any objects with a sharp point or sharp edge capable of being used to cause serious injury, any weapons, fireworks, smoke bombs, glass bottles, flammable liquids or other articles, which may cause injury. The throwing of any article which could cause injury or annoyance is strictly prohibited. Restrictions apply to some types of film and photography equipment. For more information please contact the London Eye press office: pressoffice@londoneye.com or call 0207 960 0415.
  6. To prevent offensive weapons or dangerous articles, such as those with a sharp point or edge, from being taken into the London Eye Domain, , visitors are admitted on condition that if requested to do so, they will allow themselves and/or their belongings to be searched. It should be noted that the London Eye uses specialist search equipment that omits a small magnetic field; this is harmless to the vast majority of guests, however if you suffer from any medical condition or have been fitted with a medical device that your doctor advises should not be subjected to a scan please bring this to the attention of a member of staff before attempting to board the London Eye.
  7. Smoking, including e-cigarettes and ‘vaping’, is strictly prohibited in any area of the London Eye Domain.
  8. No food or beverage of any nature may be consumed on the London Eye itself, or on the boarding platform leading to the Eye without express permission of LEMS.
  9. Ticket holders for the London Eye (including disabled guests and groups and schools) must arrive at the entrance to the boarding line 30 minutes prior to the experience time printed on the ticket.
  10. Ticket holders for London Eye Fast Track tickets (including disabled guests and groups and schools) must arrive at the entrance to the Fast Track line 15 minutes prior to the experience time printed on the ticket.
  11. Every person intending to join a Private Pod experience should meet at the entrance to the London Eye with their full group in attendance to allow boarding. Guests who have booked a Champagne Experience, or any other premium experience are encouraged to check in at the VIP Experience Meeting Point at County Hall 15 minutes prior to the booked time. Latecomers can not be guaranteed entry to the London Eye..
  12. Guests 15 years or younger must be accompanied by a Guardian 18 years or older whilst visiting the London Eye Domain and shall remain under the control or supervision of an adult at all times. Children under the age of 18 are permitted in a pod where alcoholic beverages may be available but will not be served alcohol.
  13. Payments for all ticket types and bookings for Private Pods are non-refundable. All tickets and Private Pod bookings may only be changed or replaced at the absolute discretion of LEMS. If any customer wishes to amend the date or time of any booking on the Eye following the purchase of ticket(s) the customer should immediately notify LEMS who shall use its reasonable endeavours to accommodate the alternative date and time requested by the customer. An administration fee of £10 per booking will be charged by LEMS to that guest . For the avoidance of doubt, the administration fee will apply to all bookings made on-line on LEMS's website (as referred to in condition 27), through the call centre operated by LEMS and through the kiosks situated at the Eye. For Private Pod bookings higher charges will apply.
  14. LEMS reserves the right, in its absolute discretion, to refuse entry on to or remove from the London Eye Domain, without any explanation, this includes but is not limited to any person who:-
    1. has been convicted of a criminal offence which, in the opinion of LEMS, is likely to affect the safety or enjoyment of other visitors;
    2. has behaved in a manner which, in the opinion of LEMS has, or is likely to affect the safety or enjoyment of other visitors;
    3. has used threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace
    4. is or appears to be under the influence of drugs or alcohol.
    5. is planning to bring/or has brought any items, including flags, banners, clothing or promotional materials, which in the opinion of LEMS has, or is likely to cause offence in anyway or impact the experience of other visitors.
  15. The use of illegal substances and/or legal highs are strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances and/or legal highs will be refused admission or removed from the London Eye Domain..
  16. Guests must keep personal belongings with them at all times. LEMS accepts no responsibility for the loss, theft or damage to any personal items within the London Eye Domain..
  17. Save as otherwise permitted by LEMS, all persons experiencing the London Eye or the London Eye River Cruise must pay for admission (whether a ticket or Private Pod hire) prior to boarding the Eye. Tickets must be retained at all times and submitted for inspection if required by any employee or agent of LEMS. Any person attempting to gain admission to the Eye without a valid ticket may be ejected from the London Eye Domain.
  18. Pets or animals of any nature are expressly prohibited on the London Eye Domain (except for service dogs).
  19. Unnecessary noise, (such as that from the use of radio sets, personal stereos and other electrical equipment), or any behaviour likely to cause annoyance to other visitors or confusion of any kind is not permitted on or in the vicinity of the London Eye Domain. This applies to both individuals and groups.
  20. The London Eye and London Eye River Cruise operate a THINK 25 policy. Any guest who appears to be under 25 year old without suitable photographic ID will not be served alcohol.
  21. No ticket may be resold without the previous written consent of LEMS. If LEMS reasonably believes that a ticket has been resold without such consent, the holder may be refused entry to or ejected from the Eye without payment of compensation
  22. LEMS will use its reasonable endeavours to ensure that the London Eye Domain are open for use by visitors during normal opening hours. However, LEMS reserves the right, in its absolute discretion, whether for safety reasons or otherwise, and with or without prior notice, to close all, or parts of, the London Eye Domain In the event of closure of the London Eye itself, LEMS will refund any visitor whose ride is cancelled, the cost of his or her prepaid ticket, but otherwise shall have no liability whatever, including no liability for travel expenses or any other out of pocket expenses, in respect of closure of part or all of the Eye,  cancellation of any ride.
  23. Other than liability for death or personal injury resulting from LEMS's negligence, LEMS, its employees or agents shall not be liable for any loss or damage, direct or indirect, howsoever arising, including without limitation any distress, inconvenience or anxiety caused during the course of any ride undertaken and/or during evacuation from the London Eye in the event of breakdown or accident.
  24. The London Eye is operated by London Eye Management Services Limited as agent for and on behalf of Merlin Attractions Operations Limited.
  25. From time to time LEMS or other authorised parties may carry out photography and/or video recording and/or other monitoring on or in the London Eye Domain, which may feature visitors. By accepting these terms and conditions, you agree that LEMS 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 LEMS or such authorised party (as the case may be).
  26. The London Eye River Cruise is owned by London Eye Management Services Limited and operated by Woods River Cruises - the Silver Fleet (WRC). LEMS shall not be liable to any passenger on the London Eye River Cruise, for any loss or damage which arises out of or in connection with or as a consequence of the operation of London Eye River Cruise including, but not being limited to, loss of profit, damage to or loss of property or items belonging to the passenger and any personal injury to the passenger (but only so far as such injury is not caused by LEMS's negligence). WRC reserves the right to substitute for any vessel hire another vessel of a capacity sufficient to accommodate the number of persons expected to be carried, and / or to vary the London Eye River Cruise at the absolute discretion of WRC. WRC will use its reasonable endeavours to ensure that the London Eye River Cruise operates. However, WRC reserves the right, in its absolute discretion, whether for safety reasons or otherwise, and with or without prior notice, to cancel the London Eye River Cruise. In the event of such cancellation, LEMS will refund to any visitor whose ride is cancelled, the cost of his or her prepaid ticket, but otherwise shall have no liability whatever, including no liability for travel expenses or any other out of pocket expenses, in respect of the cancellation. London Eye River Cruise ticket holders must arrive at Waterloo pier no less than 15 minutes prior to the cruise time. Latecomers will not be admitted except at the absolute discretion of WRC. No food or drinks may be brought on to the vessel by visitors for consumption on the vessel, except with express permission of WRC.
  27. From time to time LEMS may sell tickets as a third party agent. Any events/rides/trips/meals or anything else for which such tickets are sold by LEMS ("Third Party Events") shall be operated in accordance with the terms and conditions of the relevant operator and LEMS shall not be liable to any customer, for any loss or damage which arises out of or in connection with or as a consequence of the operation of any Third Party Event including, but not being limited to, loss of profit, damage to or loss of property or items belonging to the passenger and any personal injury to the passenger (but only so far as such injury is not caused by LEMS's negligence).
  28. Some (but not all): (a) types of tickets; and (b) products are available for purchase online through LEMS's website (www.londoneye.com) ("Website"). For the avoidance of doubt, such tickets and products are available in limited quantities and each purchase will be subject to availability. If customers choose to book tickets for an experience on the London Eye and/or the London Eye River Cruise online then they may receive a discount. Such discount shall not be available on bookings made by telephone or in person and the LEMS reserves the rights to withdraw or change this discount at any time. The Website may contain links to websites and other resources operated by third parties other than LEMS. Such links are provided solely as a convenience to you (for example: to allow you to make payment for tickets and products through a credit/debit card). LEMS does not control such websites, and is not responsible for the content, products, services or information offered by any third parties. The inclusion of links to third party websites on the Website does not imply any endorsement of any website or the content, products or services offered, advertised, endorsed or promoted by any third party, or of any company or person. If you decide to access any third party websites or acquire any third party products or services, you do so entirely at your own risk, and you may be subject to the terms and conditions and the privacy policies imposed by such third parties.
  29. Photography: Unless it is expressly prohibited, you are permitted to take photographs and recordings within the London Eye Domain provided that these are solely for private use and are not sold or used for any commercial or public purpose.  By accepting these Entry Conditions, you acknowledge that Merlin may on demand have access to photographs taken and video footage captured by you and request that certain photographs and/or footage are deleted if they are deemed to be offensive to or infringe the privacy of other guests and/or staff. By accepting these Entry Conditions, you agree not to intentionally photograph and/or capture video footage of any individual without that person’s permission and you must adhere to all photography/filming restrictions in place from time to time whilst within the London Eye Domain. From time to time Merlin or other authorised parties carry out photography and/or video recording in the London Eye Domain, 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). 
  30. These terms and conditions are governed by and shall be construed in accordance with English Law, and any claim brought under these conditions shall be subject to the exclusive jurisdiction of the English Law.

Covid-19

  1. Safety measures: In response to the Covid-19 pandemic, we have introduced specific safety measures across the London Eye Domain in an effort to safeguard the health, safety and well-being of persons visiting our Attractions. A full list of safety measures being taken at our Attraction is available on the website. Some experiences may be unavailable or have restrictions to allow for social distancing.

 

  1. Visitor requirements: The safety measures put in place in response to the Covid-19 pandemic are there to safeguard the safety and well-being of all guests visiting our Attraction. It is in the interest of everyone at our Attraction to comply with the safety measures that have been put in place. Therefore, should an individual not comply with these safety measures, we reserve the right to require that individual to leave the Attraction in accordance with these terms and conditions.
  2. In line with UK Government guidance and applicable law, guests are required to wear face coverings whilst visiting all areas of the London Eye Domain, except from Jubilee Gardens as a condition of entry, except in the case of medical or other exemptions which are brought to the attention of staff members and necessary proof provided.

 

  1. Guests entering the London Eye boarding area or boarding the River Cruise will be required to accept a non-invasive temperature check. A temperature of over 37.8˚C will require a re-test. Repeated tests over this temperature will result in the denial of entry.

 

  1. Guests are required to adhere to social distancing requirements. Failure to adhere to these as directed by staff and signage will result in denial of entry or removal from the London Eye Domain.

 

  1. Any guests experiencing symptoms in line with Covid-19 are requested not to attend the London Eye Domain and follow applicable government and health guidance. All missed experiences due to covid-19 symptoms will be rebooked free of charge.
  1.  Acceptance of risk: The safety measures that are being and have been introduced are intended to minimise the risk of contracting the Covid-19 virus but this risk cannot be completely eradicated. Therefore, anyone visiting our Attractions acknowledge that they do so at their own risk.
  2. UK Government Track and Trace: Merlin is in the leisure and entertainment industry, and therefore is required by the UK Government to collect the name of the lead member of the group and the number of people in the group, a contact phone number for the lead member of each group of visitors and the date of visit, arrival time and, where possible, departure time. This information will be shared with contract tracing schemes in order to support NHS Test and Trace and will only be used where necessary to help stop the spread of COVID-19. This sharing is based on legitimate interests of the visitors to our Attractions and the employees and staff at the Attractions, to ensure that we can protect the health and safety of individuals and support the public health efforts to tackle COVID-19.