Terms and Conditions
These terms and conditions (the terms) apply to the use of the www.londonpass.com (the website(s)), the London Pass – City Guide (the app(s)) and the sale of the London Pass credits packages by Go City Limited via the websites or the apps.
If you have purchased a Visitor Oyster card or London Travelcard please refer to the TFL website for the terms and conditions of use.
The websites and the apps are operated by Go City Limited (Go City, we or us). Our company registration number is 03497724 and our registered address is 25 Soho Square, London W1D 3QR.
You can contact us by telephoning our customer services team or by writing to us, please click her for details.
Please read through these terms and if you do not agree with them do not use the websites or the apps. If you do access the websites and/or the apps and/or place an order for a London Pass credits package, by doing so you agree to be bound by these terms as set out below. We advise you to keep a copy of these terms and your order details for your future reference.
Children under the age of 13 should not access or make use of our websites or apps.
How to purchase a London Pass credits package
All orders for the London Pass credits package must be placed using the shopping basket facility provided on the website or the app. When you submit your order, you are offering to purchase the London Pass credits package at the prices indicated on the website or the app via which you have purchased your London Pass credits package.
To make your order you will be directed to a secure website operated by our provider of online payment facilities where you can enter your payment information. Once you have entered your payment information and your payment has been confirmed, you will then be directed to a final confirmation screen displaying the details relating to your order.
We will acknowledge receipt and acceptance of your order by email. The contract between us is not formed until we confirm that we have accepted your order.
If you discover you have made a mistake with your order please contact us immediately.
It is your responsibility to provide the correct email and delivery address information when ordering. If an order is subsequently delivered to the wrong email/postal address due to inaccurate delivery information, we are unable to accept liability.
Where applicable, the prices indicated include VAT in the UK (or applicable sales tax in other countries).
Payment is due in the currency shown on the website or the app used by you during the ordering process.
Delivery of your credits package
Your London Pass credits package will be dispatched to you by email and available to use following receipt of your payment. You can choose to use your credits package via the app or you can print your London Pass credits package and guidebook.
If you have purchased an Oyster card or a London Travelcard we will post this to you at the address you have provided during the ordering process. Please see here for the costs and time periods for delivery.
Your London Pass credits package will be activated on the date when you first use it at an attraction (the activation date). Your London Pass credits package can be activated at any time during the period of 24 months starting from the date of purchase.
Once your London Pass credits package has been activated you will be entitled to use it for the number of consecutive calendar days you have purchased (“Validity Days”) commencing on the day on which you make first use of it (regardless of the time of day).
Each London Pass credits package is subject to a maximum number of credits and you are unable to exceed this. 1 credit is worth £1 and your credits are redeemed when you enter attractions, reducing by the amount of the standard gate price of the attraction you enter.
The maximum credits value per London Pass credits package type is listed below:
- 1-day London Pass credits package: adult 180 max credit / child 145 max credit
- 2-day London Pass credits package: adult 290 max credit / child 230 max credit
- 3-day London Pass credits package: adult 385 max credit / child 290 max credit
- 4-day London Pass credits package: adult 475 max credit / child 345 max credit
- 5-day London Pass credits package: adult 585 max credit / child 410 max credit
- 6-day London Pass credits package: adult 670 max credit / child 465 max credit
- 7-day London Pass credits package: adult 785 max credit / child 515 max credit
- 10-day London Pass credits package: adult 865 max credit / child 555 max credit
To check your remaining credits you need to contact our customer support team here.
Visitor Oystercard Your Oyster card will be activated the first time you travel on the transport network and will be charged on a per journey basis at the TFL charging rates current at the time of your journey (please see the TFL website for current rates). It remains valid until you have used up all of the value on the Oyster card. The Oystercard will be valid to use across all zones 1-9.
London Travelcard Your Travelcard will be activated the first time you travel on the transport network and you can use it as many times as you wish each day. It remains valid for the number of consecutive calendar days you have purchased commencing on the date on which you make first use of it (regardless of the time of day). The Travelcard will be valid to use across all zones 1-9.
Advance Reservations via our Reserve Portal
Certain attractions can be pre booked using our Reserve Portal system. Go City reserves the right to auto-cancel a customer’s reservation under the following circumstances:
- If the reservation is made outside the validity days of the credits package
- If the reservation relates to a credits package that is found to be fraudulent
In the event of such an auto-cancellation, Go City shall not be financially liable for any costs or expenses associated with the auto-cancelled reservation.
Special offers and promotional codes
Offers outlined or promoted on the website, app or in any guidebook we provide, are at times subject to attraction partners’ rules. This can include custom refund or booking instructions, conditions or regulations. You must adhere to those rules, booking instructions, conditions, instructions or regulations.
You can only receive a promotional code discount if you use a valid promotional code at the time you place your order. Promotional codes are offered at our discretion and unless we specify otherwise promotional code discounts cannot be combined with any other online sale or promotion.
Your rights to cancel and receive a refund
As long as you have not already activated your London Pass credits package, if you are a customer in the UK or EU, you may have a legal right to change your mind within 14 days of your purchase and receive a refund. In these circumstances you have 14 days starting on the day after the date we email you to confirm that we accept your order to cancel your purchase.
In addition to any applicable legal right to change your mind and receive a refund, we also offer a goodwill guarantee right to cancel and receive a refund within 90 days beginning on the date of purchase. This right is available to all customers as long as you have not already activated or used your London Pass credits package. This goodwill guarantee does not affect your statutory legal rights.
You must contact our customer services. We will refund you the price you paid for the London Pass credits package by the method and in the currency you used for payment. We will make any refunds due to you as soon as possible but in any event within 14 days of your telling us you have changed your mind.
Any physical London Pass credits packages that may be associated with an order must be returned to 3rd Floor Suite, Kingsbourne House. 229-231 High Holborn, London, WC1V 7DN before we will make a refund. We are unable to refund the £5 fee administration fee which is charged by TFL in connection with Oystercards.
We are unable to offer any refund any order where the London Pass credits package has been used or activated. No refund will be offered for passes that have been activated but not used for their full duration.
Please note that if you pre-book an attraction before your visit that will be considered an activation of the London Pass credits package and a refund will not be available.
Conditions of use
The London Pass credits package entitles the holder to admission to listed attractions and services (the attractions) upon presentation and without further payment, together with any other offers and discounts where appropriate (the special offers and / or London Pass credits package holder offers).
Admission to attractions is subject to the London Pass credits packages being valid and to there being sufficient credits remaining on the London Pass credits package. All attractions are required to accept admission as outlined in the attraction offer for the London Pass credits packages purchased, subject to their normal admission criteria. You may only visit an attraction on one occasion on each London Pass credits package.
There is a limit of one person per London Pass credits package, although you may purchase London Pass credits packages for the use of others, in which case the other persons will be the sole users of their respective London Pass credits package.
Use of a single London Pass credits package to gain admissions for multiple individuals constitutes fraud and may be subject to legal action. You agree to reimburse us for costs incurred through misuse of the London Pass credits package including any amounts we are contractually bound to pay to visited attractions, as well as our legal costs and any recovery costs incurred by us to obtain such reimbursement from you. If you use the London Pass credits package improperly or in breach of these terms you agree to indemnify us as a result of such misuse.
Exclusions and disclaimers
We have done our best to ensure the accuracy of the information on our websites, apps, guidebook and in the descriptions of the attractions. Because conditions, including but not limited to hours, holiday closures, etc. at the attractions may change from time to time subsequent to the purchase date, we cannot guarantee that each attraction will honour its indicated commitments at the time you make use of the London Pass credits package. To the extent permitted by applicable law, we are not liable to you for any loss, expense, damage, or other inconvenience caused in any way by your reliance upon information contained on the website, the apps, the guidebook or in any attraction descriptions accompanying your London Pass credits package.
Occasionally, an error may occur and products may be either incorrectly priced or described. In which case, we are not obliged to supply the London Pass credits package or our products at the incorrect price or in accordance with the incorrect description, or at all. We reserve the right to correct any errors from time to time. Where a pricing error is obvious and not mistakeable and could reasonably have been recognised by you as a mispricing, we may (at our discretion) either cancel your order and refund the price you have paid or use reasonable endeavours to contact you and ask whether you wish to continue with the order at the correct price or correct description. If we are unable to contact you or you do not wish to continue with the order at the correct price or correct description, we will cancel your order and refund the price you have paid.
Our liability to you
We are not liable to you for any deficiencies in service, problems with admission, public health violations, safety problems, personal injury or sickness, including any health and safety matters relating to any epidemic or pandemic, including but not limited to COVID19, that should arise when you visit any of the attractions. You should resolve such problems with the attraction directly, just as you would if you had purchased an admission ticket from the attraction without the use of the London Pass credits package.
We are not liable to you for traffic conditions or weather that may affect your ability to use the London Pass credits package.
If we fail to comply with these terms, we are responsible for foreseeable loss or damage you suffer that is a reasonable result of our breaking this contract or our failing to use reasonable skill and care, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation.
Nothing in these terms shall exclude or limit any statutory or common law rights that you enjoy as a consumer.
We only supply services for personal, non-business use. You are not entitled to re-sell the London Pass credits package for any commercial or business purpose and we will have no liability to you for any loss or profit, loss of business, business interruption, or loss of business opportunity.
We will not be liable for any delay or failure to perform any or our obligation under these terms if such delay or failure results from events, circumstances or causes beyond our reasonable control, including without limitation interruption or failure of internet or utility, collapse or buildings, act of god, fire, explosion, drought, earthquake or other natural disaster, nuclear, chemical or biological contamination or sonic boom, terrorism, war, civil war, civil commotion or riot, pandemic or epidemic, any labour or trade dispute, strikes, industrial action or lockouts, and any law or any action taken by a government or public authority.
Accessing our websites and apps
Access to our websites and apps is permitted on a temporary basis and we reserve the right to withdraw or amend access without notice. From time to time we may restrict access to some parts of our websites and our apps or to an entire website or app to our customers only.
We reserve the right to withdraw, suspend or discontinue any functionality or feature on the websites or the apps at any time.
We have made our websites and apps available to you for your personal non-commercial and lawful use only. If you access our websites or apps you agree to be bound by these terms. We do not give you permission to do anything with our websites and apps except to browse their contents, order and make use of the London Pass credit packages and use any other facilities which we expressly offer to you. You may not use them in any way that breaches any applicable local, national or international law or regulation or for any unlawful or fraudulent purposes.
Whilst we try to ensure that our websites and apps are functioning correctly this may not always be achievable. We do not guarantee that our websites or apps will be available all the time or an any specific time. We do not guarantee that our websites and apps will be compatible with all or any hardware and software which you may use.
You are responsible for making all arrangements necessary for you to have access to our websites and apps. You are also responsible for ensuring that all persons who access our websites and apps through your internet connection are aware of these terms and comply with them.
We aim to update our websites and apps regularly and may change the content at any time. If the need arises we may suspend access to our websites and our apps or close them indefinitely. Any of the material on our websites and apps may be out of date at any given time and we are under no obligation to update such material. We may also revise some of the terms applicable to your use of our websites and our apps at any time. Some of the provisions contained in the terms relating to your use of our websites and our apps may also be superseded by provision or notices published elsewhere on our websites or in our apps.
We take steps to ensure that our websites and apps are free from viruses or any other malicious or impairing computer program, however we cannot guarantee this due to the nature of the internet. You are advised to use appropriate firewall and anti-virus software.
We will not be liable for any loss or damage caused by a denial of service attack, virus or other technologically harmful material that may affect your mobile phone, computer equipment, hardware, computer programs, data or other proprietary material due to your use of our websites or apps, or to the downloading of any material posted on our websites or apps, or linked to them.
You may not misuse our websites or apps by knowingly introducing viruses, trojans, worms, logic bombs and / or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our websites or apps or any server on which they are stored or any server, computer or database connected to our websites or apps. You must not attack our websites or apps via a denial or distributed denial of service attack. We will report any breach of this provision to the relevant law enforcement authorities and we will cooperate with them by disclosing your identity to them.
Liability for information and material published on our websites and apps
The information and other materials made available on the websites and apps (the information) are not intended to amount to advice on which reliance should be placed.
Whilst we try to ensure that the information is accurate and up to date, we cannot be responsible for any inaccuracies in it. To the extent permitted by law, we shall not be liable to any person for any loss or damage which may arise from the use of any of the information.
If you believe any of the information is unlawful or unacceptable, please notify us with details.
Linking to or from our websites
You may link to our websites or apps home page provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
You must not create any link in such a way as to suggest any form or association, approval or endorsement on our part where none exists. You must not establish a link from any website that is not owned by you.
Our websites and apps must not be framed on any other website or app, nor may you create a link to any part of our websites or apps other than the home page without our written consent. We reserve our right to withdraw linking permission without notice.
Our websites and apps may contain links to other websites, apps and resources provided by third parties, including without limitation, the attractions. These links are for your information only. We have no control over the contents of those websites, apps or resources and we accept no responsibility for them or for any loss or damage that may arise from your use of them.
Intellectual property rights
Our websites, apps, the guidebooks and all information contained in them (the materials) are protected by intellectual property rights, including copyright, and either belong to us or are licensed to us. All such rights are reserved.
You must not copy, redistribute, republish or otherwise make the materials available to anyone else without our written consent, except for your personal non-commercial use.
Our status (and that of any identified contributors) as the authors of materials must always be acknowledged.
Other important terms
Any notices we send to you will be sent to the most recent e-mail address or postal address provided to us by you.
If we do not enforce any provision of these terms this will not be considered a waiver of any provision or right. If we delay in enforcing these terms we can still enforce them later.
Neither you nor us intend that these terms will be enforceable by any other person.
If a court finds part of these terms illegal, the rest will continue in force. Each paragraph of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Applicable law and jurisdiction
The laws of England and Wales apply to these terms and your use of our websites and apps.
If any disputes arise between you and us in relation to the websites, the apps or your order and you want to take court proceedings, you must do so in the courts of England and Wales.
The savings guarantee refunds you for any difference between the price paid for your pass and the sum of the admission prices of each of the attractions you visited whilst using the pass (“the savings difference”). London Pass will refund you for this savings difference only if the criteria below are met whilst using the pass for which a claim is being made.
To qualify for the savings guarantee, the following conditions apply:
The savings guarantee applies to all passes purchased after 30 June 2023.
The savings guarantee will be calculated based on the attractions’ website admission price at the date of visit.
The savings are calculated based on the sum of the total admission prices of the attractions visited compared to the net price paid for the pass after any discount or voucher codes.
For customers purchasing the London Pass, the customer must have visited at least 3 attractions on the number of days purchased over the validity period to qualify for the savings guarantee. For example, if a customer purchases a 3-day London Pass, the customer must have visited 9 attractions over the qualifying period to qualify for the savings guarantee.
A reservation made for an attraction will be counted as an attraction visit unless the reservation is cancelled within the time frame allowed.
To make a claim, details of the attractions visited and the gate prices of the attractions on the date of visit should be sent to [email protected]. All claims will be verified against our systems to validate the claim. In case of any discrepancy, the attractions visited will be based on the visits/scans as recorded in our systems.
All claims must be made within fourteen days of the expiry of the pass.
London Pass will have up to five working days from receipt of the claim, to validate the claim. Any monies due will be refunded to the original method of payment.