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Terms and Conditions

Eye Turns 20

 

All persons riding on The London Eye (the "Eye") and/or visiting the London Eye 4D Cinema Experience and/or its premises at County Hall for the London Eye 20th Birthday Experiences do so subject to the following terms and conditions:

  1. The London Eye 20th Birthday tickets (which include admission to the London Eye 4D Cinema Experience) need to be purchased through Universe (Ticketmaster). 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 the Universe platform, 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. Ticket holders for London Eye 20th birthday experience must check in to Capsule 13 (next to the Eye Lounge in County Hall) 30 minutes prior to the experience time. Additional time will need to be allowed if guests intend to visit the 4D Cinema Experience. Latecomers will not be admitted to the London Eye except at the absolute discretion of LEMS. We cannot guarantee that any latecomers will be able to access the experience they have purchased, so please ensure that you arrive 30 minutes prior to your experience starting.
  3. Guests with limited mobility are able to check in at the VIP Experiences desk inside County Hall. Due to theming elements in selected pods for the 20th birthday experience, we advise contacting our customer services team to confirm any access requirements on services@londoneye.com before purchasing a ticket for one of our experiences.
  4. The 20th birthday tickets are only available through Universe. For the avoidance of doubt, such tickets and products are available in limited quantities and each purchase will be subject to availability.
  5. Tickets to the London Eye 20th birthday experiences can only be purchased in limited numbers. Two tickets per person can be purchased to each experience apart from the Just Keep Spinning experience, where you can only purchase one ticket per person, and the Ultimate Kids’ Birthday party and Storytime with Hamleys, where up to 3 tickets can be purchased. Only one experience can be purchased per person, and ID will be required upon check in for each experience. Adult only ticket purchases are not available for the Ultimate Kids’ Birthday Party, and Storytime with Hamleys.
  6. Just Keep Spinning Experience – changing facilities provided by Boom Cycle Waterloo, located a two-minute walk from the London Eye. You will need to show your confirmation email on arrival to access their facilities. Please allow an extra 15 minutes on top of the 30 minutes for this experience to change.
  7. Say hello to the sunrise (Yoga) – please ensure you are dressed appropriately on arrival for your Yoga session on the Eye.
  8. Get a Round in (Great British Pub) – alcoholic drinks will only be served from 12pm on Sunday 8th
  9. Where food is provided as part of your experience (Fancy Flights, Tea for Two, Sweet Treats), an allergen list will be displayed within the pod for the experience. We will endeavour to cater for all dietary requirements, however, please consider this when selecting your experience. Please make any allergens known to staff when checking in for your experience.
  10. Ticket holders may be required to take part in promotional activity related to the 20th Birthday experiences and they shall participate in such activity on Merlin Entertainments' reasonable request. Ticket holders consent to the use by Merlin Entertainments and its related companies, for an unlimited time, use of the ticket holder’s voice, image amd photograph for publicity purposes (in any medium, including still photographs and films, and on the internet, including any websites hosted by Merlin Entertainments and its related companies) and in advertising, marketing or promotional material without additional compensation or prior notice and, in purchasing 20th Birthday experience tickets, all ticket holders consent to the same.
  11. A minimum of three adults (aged 16 plus) are permitted in a capsule, except at the absolute discretion of London Eye Management Services Limited. ("LEMS").
  12. No food or beverage of any nature may be consumed on the Eye itself, in the 4D Cinema Experience or on the boarding platform leading to the Eye without express permission of LEMS. This does not include food or beverages provided by the London Eye or their third-party partners.
  13. Guests 15 years or younger must be accompanied by a Guardian 18 years or older whilst on or in the vicinity of the Eye and in the 4D Cinema Experience and shall remain under the control or supervision of an adult at all times. Ticket holders must be 18 years or over to purchase tickets and enter one of the birthday experiences which are serving alcohol (Great British Pub, Fancy Flights, Cocktails all Round, Get Crafty, Tea for Two).
  14. Payments for all ticket types are non-refundable, and all proceeds from the sale of promotional tickets for London Eye 20th Birthday Experience Tickets, less the Ticketmaster fee, will go directly to Merlin’s Magic Wand to create more smiles, giggles and laughs for children all over the world. Merlin’s Magic Wand is a charitable trust registered with the UK Charities Commission, registered number 1124081. Merlin’s Magic Wand is a global children’s charity that makes the magic of Merlin Entertainments attractions accessible to children facing challenges of serious illness, disability or adversity.
  15. For the safety and comfort of all guests, suitable clothing, including shirt and shoes, must be worn at all times while visiting the Eye itself, in the 4D Cinema Experience, inside County Hall, on the RC or the boarding platform leading to the Eye.
  16. It is prohibited to take onto the Eye or the RC 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.
  17. To prevent offensive weapons or dangerous articles, such as those with a sharp point or edge, from being taken onto the London Eye, into the 4D Cinema Experience, the London Eye River Cruise, Jubilee Gardens or into County Hall, 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.
  18. Smoking, including e-cigarettes and ‘vaping’, is strictly prohibited on the Eye itself, in the 4D Cinema Experience, inside County Hall, on the RC or the boarding platform leading to the Eye
  19. LEMS reserves the right, in its absolute discretion, to refuse entry on to or remove from the London Eye, the 4D Cinema Experience, Eye Lounge, County Hall, Jubilee Gardens, London Eye River Cruise/Pier or the vicinity 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.
  20. 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, 4D Cinema Experience, County Hall, Jubilee Gardens and RC.
  21. Guests must keep personal belongings with them at all times. LEMS accepts no responsibility for the loss, theft or damage to any personal items brought onto the Eye, into the 4D Cinema Experience, the RC, or into County Hall.
  22. Save as otherwise permitted by LEMS, all persons riding the Eye, visiting the 4D Cinema Experience 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 or the 4D Cinema Experience without a valid ticket may be ejected from the Eye or its vicinity.
  23. Pets or animals of any nature are expressly prohibited on the Eye itself, in the 4D Cinema Experience, the RC, the boarding platform leading to the Eye and County Hall (except for guide dogs and hearing dogs).
  24. 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 Eye or the 4D Cinema Experience and will result in immediate ejection from the 4D Cinema Experience. This applies to both individuals and groups.
  25. Admission to the London Eye 4D Cinema Experience will only be valid on the day of your London Eye experience. The London Eye 4D Cinema Experience opens at the published opening time of the London Eye ticket office and closes 15 minutes prior to the last experience of the day.
  26. The following special effects are used in the 4D Cinema Experience: fog, bubbles, wind, snow, strobe lighting, vibrating flooring. The use of these special effects are intermittent, and while every effort is made to ensure the wellbeing of guests, the LEMS does advise that if any guest has a pre-existing condition that could be exacerbated by exposure to any of these special effects, then these guests should not enter the 4D Cinema Experience.
  27. The following restrictions apply to the London Eye 4D Cinema Experience:
    1. The consumption of food and drink is strictly prohibited in the 4D Cinema itself and in the waiting area prior to entering the cinema
    2. Sound, video recording equipment and cameras are not permitted inside the 4D Cinema Experience. It is a criminal offence to copy or attempt to copy the copyright protected material shown
    3. Guests must remain within permitted guest areas and must adhere to our health and safety procedures and guidelines (as guests may be instructed to do so by London Eye staff from time to time)
  28. The Eye Lounge is open from 11:00 Monday to Saturday, and 12:00 on Sunday, and closes 30 minutes before the last London Eye experience. The Eye Lounge may be closed on occasion for private events, and purchase of a London Eye ticket does not guarantee entrance to the Eye Lounge.
  29. The London Eye, RC, and Eye Lounge operate a THINK 25 policy. Any guest who appears to be under 25 year old without suitable photographic ID will not be served alcohol.
  30. 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. ID will be required when checking in to your 20th birthday experience.
  31. LEMS will use its reasonable endeavours to ensure that the Eye, 4D Cinema Experience, County Hall and Jubilee Gardens 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 the Eye, 4D Cinema Experience or any part of it, County Hall or Jubilee Gardens. In the event of closure of the 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, the 4D Cinema Experience or cancellation of any ride. If the 4D Cinema Experience is closed no refunds will be offered, but the London Eye ticket will be extended for entrance to the 4D Cinema Experience only at a later date.
  32. 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 Eye in the event of breakdown or accident.
  33. The London Eye is operated by London Eye Management Services Limited as agent for and on behalf of Merlin Attractions Operations Limited.
  34. 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 vicinity of the Eye, in the 4D Cinema Experience, on a RC, in County Hall or Jubilee Gardens, 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).
  35. Photography: Unless it is expressly prohibited, you are permitted to take photographs and recordings within the Attraction 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 Attraction. From time to time Merlin 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). 
  36. 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.