Terms and conditions

• Once your visit is booked it is fully subject to these terms and conditions. You will receive a booking confirmation email which will have your invoice attached.
• Please ensure that your finance team have received your invoice and are aware of the payment terms detailed on your invoice and when it is to be paid by. As the person making the booking, it is your responsibility to ensure that your finance team have received the invoice, and that it is paid on time.
• In the unlikely event that your invoice is not paid by your payment due date, we will contact you 42 days (6 weeks) prior to your visit date to organise immediate payment of the outstanding balance.
• Your deadline for cancelling or amending your booking is 42 days (6 weeks) prior to your visit date. If you need to make any amendments to your booking, or need to cancel for any reason, you must let us know in writing before this date. If you inform us of a cancellation after this date you will still be charged for your visit as per your latest invoice and will not be refunded for any payment that has been made.
• If you need to add extra pupils or adults please let us know before your amendment deadline date, as mentioned above. You may be charged the general group admission rate for any additions made after this date.
• If you need to reduce the number of people on your booking you must let us know prior to your 6 week amendment deadline. If you let us know after this deadline you will still be charged for the full invoice as per the numbers you originally provided us with.
• Pupils and students must be supervised at all times according to our supervision ratios. You are responsible for ensuring that all adults in your group are aware of the supervision requirements. Please refer to our Essential Information packs for more information.
• Our staff reserve the right to refuse entry to groups who do not meet these ratios, with no possibility of a refund. 

• Key Stage 1 = 1:5 (ages 4 -7)
• Key Stages 2, 3 & 4 = 1:10 (ages 7-15)
• Key Stage 5 and up = 1:15 (16 +) 

• If you are late on the day of your visit you must call us on 0203 166 6646 to confirm your estimated time of arrival. We will then discuss your options with you.
• If you have booked a session: Due to the number of sessions that presenters deliver during the day please be aware that if you are between 15 and 30 minutes late you will receive a shortened session. Groups who are more than 30 minutes late will forfeit their session.
• If you are booked for a self-guided visit: You must arrive at the palace prior to 15:00. Unfortunately if you arrive after 15:00 we cannot guarantee you entry to the site, and you may forfeit your tickets, without a refund.
• Please note we cannot give refunds for late cancellations or non-arrivals.

Refunds and Cancellations

We regret that no refunds can be given for cancellations, or for amendments made less than six weeks in advance of your visit. This includes non-arrivals on the day.