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Booking Terms and Conditions

BOOKING TERMS AND CONDITIONS

  1. GENERAL
    1. In these Terms and Conditions (“Conditions”), “we”, “us”, “Tower of London River Tour” and “TCL” means Tower Cruises Limited. “You”, “your” or “passenger” means any customer holding a valid ticket to join The Tower of London River Tour or any customer who is otherwise using our vessels and associated facilities. 
    2. A valid ticket to travel on scheduled services of The Tower of London River Tour is evidence of a contract between you and TCL whose vessels the ticket allows you to use. 
    3. Tickets remain the property of TCL and each ticket is issued subject to: (a) these Conditions; (b) any applicable byelaws and regulations; (c) the conditions which apply to the services of any other relevant operator whose services your ticket entitles you to use (including without limitation Historic Royal Palaces where a ticket is purchased for the Tower of London, whose terms and conditions can be found here: https://www.hrp.org.uk/terms-of-use/).
    4. These Conditions shall apply to all passengers travelling on board The Tower of London River Tour and govern all ticket purchases and services provided by TCL, including those made online, via the ticket office, or through any other official TCL channel. By using TCL services, you agree to comply with these Terms and Conditions.
    5. Please check dates and times before completing your booking as mistakes may not be rectified after completion of your booking.
  1. SERVICES AND SAFETY
    1. For your own safety and the safety of others, you must follow all instructions (both verbal and written) given by the crew on board or displayed on a vessel and/or at any of the facilities controlled by us, including but not limited to piers and entry and entrance/egress areas to a vessel and a pier. 
    2. For safety reasons, you must not engage in activities which could cause nuisance, disruption or which could affect the safety of vessel crew or passengers including but not limited to smoking (which includes electronic smoking devices). 
    3. Alcoholic beverages purchased on board a vessel must be consumed on board the vessel by over 18s only. Passengers are not permitted to take alcoholic beverages off the vessel. 
    4. TCL staff and crew may: (i) refuse (at his or her sole discretion) to carry any passenger or (ii) direct any passenger to disembark or (iii) refuse access to, or require a passenger to leave a pier and or facilities controlled by TCL, where behaviour of that passenger is liable to cause nuisance, disruption or offence to other passengers and/or staff and crew, or put at risk the safety of the passenger, other passengers, crew or vessel or otherwise breaches these Conditions.
    5. CCTV cameras and/or other surveillance systems are installed on TCL vessels and at selected facilities controlled by TCL from time to time. Images of passengers are recorded and monitored for your safety and security, and to help prevent crime. By purchasing a ticket to travel on a TCL vessel, or by otherwise boarding a TCL vessel, you give your express consent to all such CCTV camera and/or other surveillance system recordings being used for the purposes specified.
  1. TIMETABLE AND ROUTE
    1. Our timetable and route is subject to change without prior notice. You should check the timetable on the Tower of London River Tour website for current information.
    2. TCL reserves the right to cancel or amend the route, services or timetables due to unforeseen circumstances such as weather or operational issues.
    3. Tour times are approximate and may vary due to river traffic, weather or operational delays.
  1. TICKETING AND PAYMENTS
    1. You may only travel on board our vessels if you have a valid ticket purchased prior to boarding. This may be in the form of a paper ticket issued by TCL or an electronic ticket. You must use your ticket in accordance with these Conditions (and any other referenced terms and conditions of third party operators). All paper tickets remain the property of TCL. Receipts or other proof of purchase of tickets will not be deemed to constitute valid tickets for travel. 
    2. Tickets can only be used by the person for whom they were bought, or to whom they were issued, and cannot be resold or passed on for further use. Any ticket resold or transferred without authorisation will be invalid. 
    3. Where tickets are available for travel on the services of more than one operator, the conditions which will apply to each service will be those of the operator whose service is being used at the relevant time.
    4. When you purchase tickets through the Tower of London River Tour website, you will receive an email containing a QR code, which serves as your electronic ticket for your journey. This QR code will include the name of the product and date and time of travel. Before arrival for your tour, please download and have your electronic ticket displayed for scanning by TCL staff. 
    5. You may incur data usage charges from your mobile network provider for downloading a ticket. You should check with your network provider as to what charges may apply.
    6. Please note that we do not accept cash payments at our ticket office or on board. 
    7. Tickets are valid only for the date and time of the tour specified at the time of booking.
    8. Tickets can be rescheduled free of charge via the Tower of London River Tour website up to 72 hours before the tour to a comparable date and time within 30 days of the original date, subject to availability. A comparable date and time is peak for peak or off-peak for off-peak (you cannot reschedule an off-peak ticket to a peak time and/or date). Any rescheduling requests made by contacting TCL will incur an administration fee of £3.
    9. All passengers, including children, must hold a ticket. We offer a range of tickets:
      1. Adult: 16 years and older;
      2. Child: over 2 and under 16 years old; and 
      3. Infant: under 2.
    10. Children under the age of 2 travel free. This facility is limited to a maximum of two children per ticket holder.
    11. All children must be accompanied by an adult ticket holder at all times.
    12. There is a strict adult to child ratio depending on the age of the children, as follows:
      1. 13-15 years: 1 adult to every 15 children
      2. 6-12 years: 1 adult to every 10 children
      3. 0-5 years: 1 adult to every 5 children
    13. We reserve the right to refuse admission if the ratio of child to adult is higher than permitted.
    14. Tickets including alcoholic beverages are not valid for persons under the age of 18 years. It is against the law to sell or supply alcohol to, or obtain alcohol on behalf of, a person under the age of 18 years. Proof of age may be requested before alcohol is served.
    15. Guide dogs for the blind and hearing dogs for the deaf are permitted on the vessel without charge.
  1. REFUNDS AND COMPENSATION 
    1. Requests for refunds must be submitted in writing via the contact form on the Tower of London River Tour website within 28 days of the date of the tour. Requests submitted after 28 days will not be considered, except in exceptional circumstances, which must be supported with appropriate evidence. To process the request, passengers must provide (i) a valid reason for the refund request, and (ii) a reference number or a copy of the ticket.
    2. Requests for refunds in respect of all tickets available under these Conditions will be decided on a case by case basis at the absolute discretion of TCL. This does not affect your statutory rights. 
    3. To the extent permitted by law we do not accept liability for any loss (including indirect or consequential loss) resulting from our failure to provide an advertised service, or where a delay occurs to any Tower of London River Tour services. This does not affect your statutory rights. 
    4. Without prejudice to Condition 5.3, we shall be excused from providing services and shall not be considered to be in default with respect to any obligation under these Conditions if and to the extent that our failure of, or delay in, performance is due to a cause beyond our reasonable control including without limitation strikes, lock-outs or other industrial disputes, nuclear accident or acts of God, war or terrorist activity, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, drought, earthquake, storm, lightning, epidemic, pandemic, the existence of hazardous waste, unforeseen subsurface conditions, sabotage, explosions, the absence, suspension, termination, interruption, denial, or failure of renewal of, or pending litigation relating to any entitlements or applicable permits, or default of suppliers or sub-contractors provided that we use reasonable commercial efforts to overcome or mitigate the effects of such occurrence. 
  1. GROUP BOOKINGS
    1. Bookings for more than 60 passengers may be made by contacting us via the form on the Tower of London River Tour website and are subject to terms separate to these Conditions.  Bookings of up to 60 passengers may be made online.  
  1. LOST PROPERTY
    1. We are not responsible for any items left on board a vessel. Lost property is dealt with in accordance with our lost property procedure which is available on request. 
    2. If you find any lost property on our vessels or facilities, please alert a crew member immediately. 
    3. If we consider that unattended property may be a security threat, the police or security services may destroy it and we shall not be liable or responsible for the same.
    4. To enquire about lost property, please contact us via the Tower of London River Tour website with a description of the item and details of your trip.
  1. LIABILITY
    1. Subject to Condition 9.4, nothing in these Conditions shall be deemed to exclude liability for death or personal injury arising from our negligence. 
    2. Subject to Condition 9.4, we shall not be liable for any loss or damage to luggage, belongings or animals whilst on the vessel unless such loss or damage is caused by the negligence of the crew (including the Master) on board the vessel, in which case our liability shall not exceed the limit set out in accordance with Condition 9.4 or, to the extent only that Condition 9.4 does not apply, the value of that item or £1,000, whichever is the lower. 
    3. We shall not be liable for indirect or consequential losses whatsoever. 
    4. To the extent that the Convention of Limitation of Liability for Maritime Claims 1976 (as amended from time to time) (“the London Convention”) mandatorily applies: (i) our liability for death or personal injury or loss of or damage to luggage and valuables arising from our negligence shall be limited in accordance with its terms, (ii) we shall be entitled to the benefit of all limitations, rights and immunities conferred by the London Convention and (iii) any damages payable by us up to the London Convention limits shall be reduced in proportion to any contributory negligence by the passenger and by the maximum deductible (if applicable) specified the London Convention. 
  1. MISCELLANEOUS 
    1. Any personal data which you provide to us (including via our CCTV) will be treated in accordance with the TCL privacy policy which can be found on the Tower of London River Tour website. 
    2. A person who is not a party to these Conditions has no right to rely upon or enforce any term of these Conditions. 
    3. These Conditions are governed by the laws of England and Wales, and the parties to these Conditions hereby submit to the jurisdiction of the English courts. 
    4. As stipulated in these Conditions, the London Convention establishes a regime of liability for damage or loss suffered by passengers on seagoing vessels. To the extent applicable, the terms of the London Convention shall apply to our carriage of you and your possessions.