Terms and Conditions

Terms of Application for Individual Admissions

If you have any questions about your ticket purchase, or are experiencing problems booking online, please contact our Ticket Sales and Information Office:

Buckingham Palace +44 (0)20 7766 7300
The Royal Mews, Buckingham Palace +44 (0)20 7766 7302
Windsor Castle +44 (0)20 7766 7304
Palace of Holyroodhouse +44 (0)131 556 5100
bookinginfo@royalcollection.org.uk

1. Definitions

You may apply to The Royal Collection Trust ("us") for Admissions to those parts of the Official Residences (defined below) open to the public, subject to these Terms of Application and the Conditions of Admission to the Official Residences each as may be amended from time to time by us by posting the amended version on www.royalcollection.org.uk ("Conditions"). The Conditions were last updated on 18 November 2014.

In the Conditions the following words shall have the following meanings:

"Admission" means a ticket or other entitlement issued by us allowing you to visit the specified Residence on the date (if any) and at the time (if any) stated on the ticket and which may be converted in certain circumstances (depending upon the type of ticket) into a 1-Year Pass;

"Conditions of Admission to the Official Residences" means The Royal Collection Trust Conditions of Admission to the Official Residences, as may be amended from time to time, the current version of which is available at www.royalcollection.org.uk;

"the Official Residences" means the State Rooms and Garden at Buckingham Palace; the Royal Mews; The Queen’s Gallery, Buckingham Palace; Clarence House and Garden; Windsor Castle; Frogmore House and Gardens; the Palace of Holyroodhouse; and The Queen’s Gallery, Palace of Holyroodhouse (as appropriate);

"Exclusive Tour/Visit" means a private guided or unguided tour of or visit to the Residence;

"Exclusive Tour/Visit Admission" means an Admission allowing a Visitor to be admitted to the specified Residence for an Exclusive Tour/Visit on the date and at the time stated in the Admission;

"the Residence" means the areas of the Official Residence stated on the Admission open to Visitors on the date of admission;

"1-Year Pass" means an Admission which has been converted into a 1-Year Pass in accordance with Clause 5 of the Conditions of Admission to the Official Residences;

"Visitor(s)" means any persons entitled to visit the Residence, by virtue of an Admission.

2. Purchase of Admissions

2.1 You may apply for Admissions (for a maximum of 14 Visitors per application) by telephone, by post, or from the ticket office at the Residence you wish to visit or (under the applicable Terms of Application) from our website (www.royalcollection.org.uk) (to the extent that each method of purchase is made available from time to time).

2.2 We accept applications subject to availability and on the basis that applications made by you are correct (unless you indicate otherwise). We shall determine, in our sole discretion, the number of Admissions allowed at each Residence.

2.3 Our prices for Admissions vary from year to year. Our current prices and any telephone booking transaction fees can be obtained from the Ticket Sales and Information Office and the above website. Children under the age of 5 are admitted free of charge. Different terms may from time to time be offered to children aged 5 to 16 (inclusive), adults (aged 17 and over), students (on presentation of an International Student or valid NUS identity card) and 60s (aged 60 and over) and visitors with disabilities. You agree to pay the current price in respect of each Admission.

2.4 You must provide payment in full with your application for Admissions. Subject to availability, we will accept your application and provide you with appropriate Admissions, either by post (provided the application is received by us in enough time before the date of the visit that we consider that we can send them to you) or by making them available for collection from the Ticket Office at the Residence as indicated by you in your application).

2.5 Other than 1-Year Passes, Admissions purchased by you may be given by you to third parties as gifts but they may not under any circumstances be re-sold or exchanged. Any resale or exchange of an Admission automatically renders it void and we may refuse entry to any person who we reasonably believe holds a resold Admission, without liability to pay any compensation.

2.6 It is your responsibility or (if you are not the Visitor) the responsibility of the Visitor to check that the Admission is correct and to ensure that you (or the Visitor) attend the Residence on the appropriate day at the appropriate time (if any is specified on the Admission) and comply with the Conditions.

2.7 Risk of loss of an Admission passes to you upon collection by you or delivery/attempted delivery by us to the address specified in your application (as applicable). We reserve the right to refuse to issue a replacement Admission in the event that it is lost and, where we agree to issue a replacement, to charge a reasonable administration charge for issuing the replacement Admission.

2.8 Purchasers of joint tickets for any venue must pay for one admission per person visiting. One ticket can not be split between two people.

3. Cancellation

3.1 If you breach any provision of the Conditions, we are entitled to cancel your Admission immediately and without incurring any liability to you.

3.2 In the event that the agreement between us formed under the Conditions is terminated for whatever reason we will be entitled to the payment of any sums due to us that would have been payable by you had the agreement not been terminated.

3.3 Admissions may only be changed or refunded at our absolute discretion. We do not normally change the time or date of Admissions, give refunds or exchange Admissions once they have been purchased.

3.4 Where we agree to change the time or date of an Admission, refund or exchange an Admission, we reserve the right to charge a reasonable administration charge.


Conditions of Admission to the Official Residences


1. Introduction

1.1 As a visitor to any of the State Rooms and Garden at Buckingham Palace; the Royal Mews; The Queen’s Gallery, Buckingham Palace; Clarence House and Garden; Windsor Castle; Frogmore House and Gardens; the Palace of Holyroodhouse; or The Queen’s Gallery, Palace of Holyroodhouse ("the Official Residences"), you are subject to these terms and conditions together with the applicable Terms of Application (current versions of which are available at www.royalcollection.org.uk) each as may be amended from time to time by us by posting the amended version on our website at www.royalcollection.org.uk ("Conditions"). The Conditions were last updated on 18 November 2014.

1.2 Capitalised words used but not defined in these Conditions of Admission bear the meaning given in the applicable Terms of Application.

2. Admission to the Official Residences

2.1 You will be admitted to the Official Residences only upon presentation, on demand, of a valid and fully paid ticket or other document entitling the holder to be admitted ("Admission") at the entrance to the Official Residence stated on the Admission ("Residence"). An Admission may be rendered invalid by cancellation either by The Royal Collection Trust a charity registered in England and Wales (1016972) and in Scotland (SCO39772) ("us") under the Conditions or by group organisers, travel agents or tour operators from whom the Admission has been obtained in accordance with the terms of issue.

2.2 We reserve the right in our sole and absolute discretion to refuse admission to a Residence of any person if circumstances reasonably so require and our decision shall be final and binding. We also reserve the right to suspend or cut short a particular visit if circumstances reasonably so require.

2.3 Your Admission allows access only to the areas of the Residence open on the day, at the time and for the period (if any) stated on the Admission and no other rights or permissions whatsoever are conferred by the Admission. Access to other parts of the Residence is prohibited.

2.4 Where a time of visit is stated on the Admission, you will not be admitted if you arrive late unless a later admission time becomes available on that day, and then only at our absolute discretion. No refund will be made should you arrive late, on the wrong day or after opening hours and not be admitted. If you arrive early, you will not be admitted until the time specified on the Admission unless we agree otherwise.

2.5 As working Royal palaces, all of the Official Residences are used frequently by Her Majesty The Queen and the Royal Family for state ceremonies and official entertaining, and the opening arrangements for the Official Residences may change at short notice. In the event of an official function taking place at the Residences on your proposed visit date, we reserve the right to cancel and refund your Admission, or, where possible, offer an alternative visit date.

3. Admission Restrictions and Controls

3.1 The Official Residences are protected sites under section 128 of the Serious Organised Crime and Police Act 2005. Trespass at the site is a criminal offence. You must remain within the public area at all times. Failure to do so may make you liable to prosecution.

3.2 You agree at all times while visiting the Residence to comply with the Conditions and with any directions given by ourselves or by our representatives.

3.3 You agree to submit to, and comply with, the security checks in place at the point of admission to the Residence and at such other points on the premises of the Residence as we consider appropriate. We may refuse admission if you fail to submit to or to comply with the security checks.

3.4 Any member of staff and/or any authorised person may refuse admission to, or to eject from the residence at any time without refund any Ticket Holder who, in their reasonable opinion, is not wearing appropriate attire. This includes the wearing of commercial, political or offensive signage or logos.

3.5 We welcome Visitors with additional access requirements. However, architectural limitations at the Official Residences mean that Visitors with such requirements may be required to use a designated route and our Health and Safety obligations mean that in certain Residences the numbers of such Visitors at any one time is limited. As such, you must inform our Ticket Sales and Information Office of any such access requirements at the time of booking. Further details of our access facilities can be found on our website www.royalcollection.org.uk. or by telephoning the Ticket Sales and Information Office on +44 (0)20 7766 7324

3.6 Children under the age of 12 years must be accompanied by an adult over the age of 17 (who must also have an Admission) ("the Responsible Adult"). Responsible Adults shall be held responsible for the acts of the children they accompany.

3.7 We may require that any Visitor (and, where the Visitor is a child, the Responsible Adult) whose behaviour is in any way disruptive or dangerous leaves the Residence immediately and without refund of the Admission(s) paid.

3.8 Animals, other than guide, hearing or assistance animals, will not be admitted to any Residence.

4. Security

4.1 For safety reasons, subject to Clause 4.2, we may require you to deposit all baggage (including hand baggage) and (at our discretion) any other items including, but not limited to, umbrellas, sharp objects (including but not limited to penknives and scissors), pushchairs and any electrical or electronic equipment (but not including mobile telephones) brought into the Residence in the security cloakroom designated for this purpose. It is your responsibility to collect any personal possessions at the end of your visit. We will not be responsible for the safe-keeping of any item deposited in the security cloakroom or elsewhere and exclude all liability for the loss of any such item (except where such loss is due to our negligence or other breach of duty).

4.2 You may carry handbags and use pacemakers, hearing aids, powered wheelchairs and other electrical or electronic equipment needed for health reasons.

4.3 The consumption of food and drink (i) in the interior parts of the Residences and (ii) wherever otherwise indicated is strictly prohibited. Smoking, including electronic cigarettes, is strictly prohibited throughout the Residences.

4.4 The use of photographic, film and video equipment is not permitted inside Buckingham Palace, Windsor Castle or the Palace of Holyroodhouse; in the Buckingham Palace garden during Garden Tours; in the private part of the garden during Garden Highlight Tours or in Clarence House or its grounds.

Non–commercial use of photographic, film and video equipment without flash or tripods is permitted in The Queen’s Gallery, Buckingham Palace and The Queen’s Gallery, Palace of Holyroodhouse, the Royal Mews public areas, the Buckingham Palace Summer Opening Garden exit route, the castle precincts at Windsor Castle and the outside areas at The Palace of Holyroodhouse.

Please note that no areas (including outdoor areas) at any of the Residences may be used as a location for wedding photography.

4.5 All mobile telephones must be switched off whilst visiting the Residences, unless using for photography in designated areas, as defined in 4.4

5. 1-Year Pass

5.1 A 1-Year Pass allows a Visitor to visit the specified Residence(s) for which the ticket was originally purchased free of charge at any time that the specified Residence is open to the public during the period of 12 months commencing from the date of first visit.

5.2 Use of a 1-Year Pass is unavailable when the applicable Residence is closed and on up to 5 days each year when the Residence is open to the public. The dates on which the Residences are open to the Public are available to view on our website www.royalcollection.org.uk or by telephoning the Ticket Sales and Information Office on +44 (0)20 7766 7334.

5.3 To convert an Admission into a 1-Year Pass, you must sign and print your name in the spaces provided on the reverse of the ticket. To complete the registration, the signed ticket must be stamped by a member of our staff. Registration must take place on the day of your first visit, and tickets will not be accepted for validation once you have left the site.

5.4 The Conditions apply equally to 1-Year Passes.

5.5 1-Year Passes may not be given to third parties as gifts, re-sold or exchanged. Any re-sale, gift or exchange of a 1-Year Pass automatically renders it void and we may refuse entry to any person who we reasonably believe holds a gifted, re-sold or exchanged 1-Year Pass.

5.6 The offer of a 1-Year Pass is not available on tickets booked through an agent or tour operator or on complimentary tickets.

5.7 Visitors holding 1-Year Passes must re-apply for Admissions to Residences where entry is arranged on a timed basis. Admission is issued subject to capacity constraints. 1-Year Pass repeat visits may be pre-booked +44 (0)20 7766 7334. Please note that a transaction fee of £2.00 is payable on all telephone bookings.

5.8 1-Year Pass repeat visits are available for standard tours of the Official Residences only. The offer of the 1-Year Pass does not entitle Visitors to return for further Exclusive Tours/Visits free of charge.

5.9 Visitors using a 1-Year Pass will only be permitted on production of proof of signature matching the stamped and signed 1-Year Pass.

6. Liability

6.1 You acknowledge that you will be liable to us for any damage caused by you to the Residence or to any of its contents or for any injury caused to any of our staff or representatives or to other Visitors during your visit. Without prejudice to the foregoing, you further agree that:

6.1.1 where you are the Responsible Adult, you shall also be liable for all children that you accompany; and

6.1.2 where you are the Organiser of a Group, you shall be jointly and severally liable (with the applicable Visitor(s)) for any damage caused by the Visitors in the Group.

6.2 Except in respect of death or personal injury caused by our negligence or by that of our employees or any other liability that cannot, as a matter of law be excluded or limited:

6.2.1 we exclude our liability for any loss, damage, cost or expense suffered by you or occurring to any items belonging to you as a result of your visit; and

6.2.2 our liability to you shall be limited to the price of your Admission. In no circumstances will we be liable to you or to any third party for any consequential or indirect loss, damage or expense.

6.3 Without prejudice to Clause 6.2, we will not be liable for any breaches of the Conditions or delays arising from any event outside our control, including (but not limited to) fire, flood, storm, strikes, riots, civil commotion, material disaster, unscheduled State occasions, war or acts of governmental or parliamentary authority.

7. Data Protection

The Royal Collection Trust notifies the Information Commissioner under and will process your data in accordance with the Data Protection Act 1998 ("DPA") and related legislation.

We may use your personal information (and the personal information of any other Visitors included in your application) for processing your application, responding to any enquiry you or other members of your group make, and for generating aggregated statistics regarding visits to the Official Residences. In addition, we may, subject to your consent, send you and the other members of your group newsletters and/or alerts and information regarding our offers and events.

We may also disclose your information (and the personal information of any other Visitors included in your application) to any sub-contractors and agents appointed by us to perform the above functions on our behalf and to such individuals and/or bodies as necessary to ensure our compliance with any applicable law, regulation, legal proceeding or governmental request.

In making the application you give your consent to the above uses and disclosures on behalf of yourself and any other Visitors whose details are included and confirm that you have the authority of any such other Visitors to do so.

8. General

8.1 If you breach any provision of the Conditions, we are entitled to cancel your Admission immediately and without incurring any liability to you. We are also entitled (but not obliged) to cancel your Admissions immediately if you are unable to pay your debts within the definition set out in sections 123(1) or (2) of the Insolvency Act 1986 (interpreted on the basis that the words "it is proved to the satisfaction of the court" in sections 123(1)(e) and 123(2) are omitted), a receiver or an administrative receiver is appointed over any part of your assets, there is a presentation of a petition, or the making of an order or the passing of a resolution for your winding up, you make a proposal for or enter into any arrangement or composition for the benefit of your creditors or have a receiver (whether administrative, Law of Property Act 1925 or otherwise) appointed or you enter into an administration or any step is threatened or taken with a view to your administration or any event occurs, or proceedings are taken, with respect to you in any jurisdiction to which you are subject that has an effect equivalent or similar to any of the above events.

8.2 The Admission is personal to you and may not be assigned, transferred or resold in any manner whatsoever other than in accordance with the Conditions.

8.3 Admissions may not under any circumstances be altered, defaced, overwritten or copied. Any Admission which has been so treated is automatically void and the Visitor holding it will not be admitted.

8.4 The Conditions shall not be enforceable by virtue of the Contracts (Rights of Third Parties) Act 1999 by any person who is not a party to them.

8.5 The Conditions apply to all Admissions and supersede any earlier Conditions and all terms and conditions applying to previous years. All other terms and conditions whether express or implied are hereby excluded. The Conditions may not be waived or amended without our written consent.

8.6The Conditions shall be construed in accordance with the laws of England.

8.7 Any disputes arising under the Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

PLEASE PRINT OFF A COPY OF YOUR APPLICATION AND THE CONDITIONS FOR YOUR REFERENCE BEFORE MAKING YOUR APPLICATION. IN MAKING YOUR APPLICATION YOU AGREE TO BE BOUND BY THE CONDITIONS.