Ticketing terms and conditions of sale

This legal notice applies to all purchases made by you through the website under the domain name tickets.nhm.ac.uk (the 'website' or 'site').

By booking tickets through the website you are entering into an agreement with The Natural History Museum Trading Company Limited (henceforth referred to as 'NHMTC'), whose registered office is at Cromwell Road, London SW7 5BD on the terms and conditions set out below.

NHMTC is a wholly owned subsidiary of the Natural History Museum and performs the Museum's trading activities. It is incorporated in England as a private company limited by shares under the Companies Acts (Company Number: 02909192). All profits of the trading company are transferred to the Natural History Museum, being a charity, under a Gift Aid declaration.

These terms and conditions of sale are additional to and not a substitute for the general terms and conditions of use of the Natural History Museum website.

Ordering tickets

When you confirm your order for tickets by selecting 'Confirm order' on the payment page, you are making an offer to NHMTC to purchase the tickets on the terms set out in your order. Your tickets will be booked and you will receive a confirmation of this by email, normally within 24 hours. You are responsible for making sure the information in your order is correct before confirming the order.

If you are unable to see the confirmation screen or have any other problem, please email us at tickets@nhm.ac.uk.

When you book tickets for events and exhibitions at the Natural History Museum using the website, you are deemed to have read, understood and agreed to these terms and conditions, including the general terms and conditions of use of the Natural History Museum website.

We accept online payment in a secure environment by credit or debit card. We currently accept Visa, Mastercard©, Delta and Maestro©. All transactions are shown in pounds sterling (£). All prices quoted are correct at the time of publication and where appropriate include UK sales tax (VAT) at the current rate.

Types of tickets and ticket holders

When you book tickets with us, there are different ticket types for different people. These are defined as follows:

  • Adult: a person aged 17 to 59 years old inclusively
  • Child: a person aged 4 to 16 years old inclusively
  • Child under four: a person aged up to 3 years old
  • Adult senior: a person aged 60 years or older
  • Unemployed: an adult who holds a valid ES40
  • Deaf or disabled person: a person with a hearing impairment or disability
  • Disabled helper: a person accompanying a disabled person
  • Student: an adult or senior adult who holds any type of valid photographic identity card showing they are a student
  • Family: up to 2 adults and up to 3 children
  • Natural History Museum Member: an adult who holds a valid Natural History Museum membership
  • Adult Art Fund member: an adult aged 16 to 59 who holds a valid National Art Pass
  • Adult senior Art Fund member: an adult aged 60 or over who holds a valid National Art Pass
  • Child Art Fund member: a child aged 4 or older who holds a valid National Art Pass

Group discount

When you book 10 tickets for any of our special exhibitions, you get a 15% discount on the cost of the tickets. The offer applies to exhibitions only. Evening events such as Dino Snores events, courses and other special one-time events do not qualify for this discount. To make a booking for groups of 10 or more people, please call us on +44 (0)20 7942 5725.

Discount Member tickets

Members can buy discount tickets for every Member in their party. Non-Members must pay full price for their tickets. Please bring your membership card when you visit so that discount tickets can be validated.

Ticket purchase and validity

When you have confirmed your order, no details of your booking can be changed. Orders for tickets are non-refundable. Most tickets are not transferable - they are only valid for the time, day and event stated upon them.

Under certain circumstances tickets to Dino Snores events and Crime Scene Live may be transferred to another event date within a year of the original date. Tickets transfers are subject to an admin fee. Check the terms and conditions of each individual event for further information.

Certain Member events maintain a waiting list for Members to resell their ticket if they can no longer attend. Check the terms and conditions of each individual event for further information.

When you arrive at the event, you may need to produce identification if you have bought a discounted or concession ticket.

If you requested discounted or concession tickets but do not have your ticket number or relevant identification, you may be refused entry to the event.

Tickets are for personal use only and cannot be resold, transferred or used for promotional, commercial or fundraising purposes without the prior written permission from the Museum.

Booking fee

Most transactions are subject to a flat-rate booking fee of £1.50, no matter how many tickets you order. Most free events and some chargeable events are exempt from the booking fee. If a booking fee is being charged this will be made clear when you make your order. The booking fee is subject to change without notice.

Gift Aid

If you are a UK taxpayer and have bought tickets that include a donation, the Museum can claim back extra money from the government through the Gift Aid scheme. This means that your donation is worth even more to the Museum. For every pound paid, we can claim back £0.25 - so if your ticket costs £10 we can claim back an extra £2.50.

By checking the box to Gift Aid your order on the 'Confirm your order' page, you confirm that you agree to this statement:

'I am a UK taxpayer and understand that if I pay less Income Tax and/or Capital Gains Tax than the amount of Gift Aid claimed on all my donations in that tax year it is my responsibility to pay any difference.'

Please contact us if you wish to cancel your Gift Aid declaration, if you have changed your name or address, or if you no longer pay sufficient tax to quality for Gift Aid. If you pay Income Tax at the higher or additional rate and want to receive the additional tax relief due to you, you must include all your Gift Aid donations on your Self-Assessment tax return or ask HM Revenue & Customs to adjust your tax code.

How we issue your tickets

All you need to gain entry to your event is your ticket number. When your booking has been confirmed, a confirmation screen will show your ticket number. You can download a PDF containing your booking information and ticket number. We will also send you confirmation of your booking information and ticket number to the email address you gave us.

We do not send tickets in the post.

There is no need to print your tickets. You just need to bring your ticket number with you on your mobile or if you prefer, you can print the PDF or email confirmation and present this when you arrive at the Museum.

Access to events

Children under 16 years of age must be accompanied by an adult.

We reserve the right to remove from an event or refuse entry to anyone who:

  • behaves in a way that adversely affects the enjoyment of other visitors
  • uses threatening, abusive or insulting language or behaviour, or in any way provokes a breach of the peace
  • is or appears to be under the influence of drugs or alcohol

On weekends and at other busy times you may need to queue, so please arrive at your event 20 minutes before your chosen time slot. Some venues can be up to 15 minutes' walk from the main Museum entrances, so make sure you allow plenty of time to travel through the Museum. Bookings cannot be changed once completed. Visitors who arrive late may be refused entry.

Cancellation of events

We may close or remove parts of an exhibition or event if deemed faulty or unsafe.

If we cancel an event, or any part of an event, we will try to contact you to arrange an exchange or refund. If we cannot exchange the ticket, we will refund you in full. We will most likely contact you by email, so please ensure you provide a valid and current email address.

If an event is cancelled or postponed, NHMTC cannot be held responsible for any costs incurred by the customer for travel, accommodation or any other related service.

Limitation of liability

NHMTC's liability to you is limited to refunding the price of the products as described above in the 'Cancellation of events' section of these terms. NHMTC is not responsible to you to any greater extent. NHMTC is not liable to you by reason of any representation, implied warranty, condition or other term, duty at common law, under the express terms of these Terms and Conditions or in negligence (whether on the part of NHMTC, its officers, employees or agents) for any indirect or consequential loss (including financial loss such as loss of profit, or otherwise) that you may incur as a consequence of the use of the website, the supply of tickets or their use by you.

NHMTC shall not be deemed to be in breach of these Terms and Conditions or any other contract with you by reason of any delay in performing or any failure to perform any of its obligations in relation to tickets ordered by you if the delay or failure was due to any cause beyond its reasonable control.

Nothing in these terms and conditions of sale shall serve to exclude or limit NHMTC's liability in respect of death or personal injury caused by NHMTC's negligence or the negligence of its officers or employees or for any fraudulent misrepresentation.

The limitations set out in this section apply equally for the benefit of the Museum.

No person who is not a party to these Terms and Conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999.

NHMTC may assign or transfer any of its rights or subcontract any of its obligations under these Terms and Conditions to any third party. You may not assign or transfer any of your rights or subcontract any of your obligations under these Terms and Conditions except with the specific permission in writing of NHMTC.

Nothing in these Terms and Conditions affects any of your statutory rights which may not be legally excluded.

Privacy and personal data

We are committed to keeping your personal information safe. We process personal information in accordance with data protection legislation.

For more information, view our privacy notice.

Why do we ask for personal information from you?

We ask for personal information from you when you use our website for the following reasons:

  • to process your order
  • to send you confirmation of your order by email
  • to claim Gift Aid, if you order tickets including a donation to the Museum and opt in for Gift Aid

What happens to your data?

Your personal data is held securely by the Natural History Museum in accordance with data protection legislation. When you book tickets through our website, we will email you to confirm your order details. For more information about how we manage your data, please see our privacy notice.

We use PayPoint for collecting and processing financial data and they comply with PCI DSS regulations.

If you choose tickets that include a donation to the Museum and you Gift Aid your order, your personal data will be passed on to HM Revenue & Customs only for the purposes of claiming Gift Aid on your order. Your personal data may be stored by HM Revenue & Customs for up to seven years for the purposes of financial auditing.

We endeavour to ensure that the third parties we use to run this area of the website collect and process your data in accordance with data protection legislation and comply with our privacy policy.

Removing your personal data

You can have your personal information removed from Museum systems at any time by filling out this form.

In some cases, we may not be able to remove your personal data from third party systems, such those belonging to HM Revenue & Customs.

If you have any questions regarding the use of your data, please send an email to dataprotection@nhm.ac.uk.

Cookies

When you visit the website we may send you a cookie. A cookie is a text-only string of information that is stored by the web browser on your device so that the website can remember who you are.

Cookies are used in the following ways:

  • to compile anonymous, aggregated statistics that allow us to understand how users use the website and to help us improve the website (we cannot identify you personally in this way)
  • to temporarily identify a user throughout the browser session in order to remember the selections from previous pages (these cookies do not contain any personal data and we cannot identify your personally in this way)

For further information on how we use cookies across all our websites, please view our Website terms of use.

By using our website, you agree to provide true, accurate, current and complete information about yourself when you place an order for tickets.

For more information, view our privacy notice.

Changes to the terms and conditions of sale

Our terms and conditions of sale may be changed. Please review them regularly. If you continue to use the website after a change has been made you are deemed to have accepted it.

Law and jurisdiction

These terms and conditions of sale shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising in relation to the website shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any of these terms or conditions of sale should be determined to be illegal, invalid or otherwise unenforceable, it shall be deemed deleted and the remaining terms and conditions shall survive and continue to be binding and enforceable.

Contact us

Problems with your order for tickets? Need help?

Send an email to tickets@nhm.ac.uk.

Call us: +44 (0)20 7942 5725 (10.00-17.30, Monday-Sunday)

Write to us:

Visitor Services
Natural History Museum
Cromwell Road
London SW7 5BD

For the latest information about visiting the Museum, follow @NHM_Visiting on Twitter.

You can find other Museum contact details on the Contact us page.

General comments and complaints

To make general comments or complaints about our website or anything else, please contact our Customer Services team:

Send us an email: feedback@nhm.ac.uk

Call us: +44 (0)20 7942 5511 (10.00-18.00, Monday-Friday)

Write to us:

Customer Services
Natural History Museum
Cromwell Road
London
SW7 5BD

Download these terms and conditions PDF (80KB).

Last updated: 11 January 2018.

Help with tickets

Need help? Call our booking line on +44 (0)20 7942 5725.