The Tottenham Experience
Terms and Conditions for the Purchase of Tickets
In these Terms and Conditions, the following words shall have the meanings set out below:
"Climber" - means any person attending a Dare Skywalk climb activity other than a Climb Guide.
"Climb Guide(s)" - means a representative of Tottenham Hotspur leading a Dare Skywalk climb activity.
"Confirmation" - means the confirmation email sent to you by Tottenham Hotspur under clause 4.1.3 acknowledging your booking and setting out the details of your booking.
"Contract(s)" - means any contract for the purchase of Tickets made between you and Tottenham Hotspur.
"Dare Skywalk" - means all types of climb activities at the Tottenham Hotspur Stadium, including but not limited to, the Dare Skywalk Edge and “Dare Skywalk Climb” and “Climb” shall have the same meaning.
"Dare Skywalk Edge" - means specifically the controlled rate descent and abseil section of the Dare Skywalk.
"Declaration and Waiver Form" - means the form that each participant in the Dare Skywalk must complete prior to undertaking their Climb a copy of which is contained in Schedule Four (4).
"Matchday" – means any date that Tottenham Hotspur will play in a football fixture at the Tottenham Hotspur Stadium.
"Matchday Tour" – means a of tour of the Tottenham Hotspur Stadium that takes place on a Matchday. "Online Booking Form" - means the series of pages for the booking of Tickets set out on the Tottenham Experience Website.
"Photo Packages" - means any official photographs that are purchased in the Tottenham Experience on the day of your visit, or on the Tottenham Experience Website in advance of your visit.
"Physical Requirements" - means the physical requirements for the Dare Skywalk as stated in Schedule One (1) to these Terms and Conditions.
"Spurs Gift Voucher" - means a gift voucher issued solely by Tottenham Hotspur for use across any of its retail outlets, including but not limited to bricks and mortar shops, mail order and online, but excluding Tottenham Experience Visitor Attractions, for which, where a gift voucher is being used, a Tottenham Experience Gift Voucher must be used.
"Stadium Tour(s)" - means all types of tour of the Tottenham Hotspur Stadium including, but not limited to, guided & self-guided tours.
"Supervising Adult" - means a parent and/or legal guardian of any Supervised Child who is over the age of eighteen (18) and who is responsible for their Supervised Children pursuant to these Terms and Conditions.
"Supervised Children" - means any child on a Dare Skywalk that is under the age of eighteen (18) who must be supervised by their parent and/or legal guardian under these Terms and Conditions, and "Supervised Children" shall be construed accordingly.
"Ticket(s)" - means any ticket for attending Tottenham Experience Visitor Attraction and/or Tottenham Experience Event offered for sale by Tottenham Hotspur or its authorised agents.
"Tottenham Experience" - means the 'Tottenham Experience' building located at the Tottenham Hotspur Stadium which is the starting point for all Tottenham Experience Visitor Attractions: and from which events take place and "Event" or "Events" shall have the same meaning.
"Tottenham Experience Event" - means any Event offered for sale by and/or organised by Tottenham Experience Visitor Attractions including, but not limited to, cinema screenings, workshops, projects, archive and museum, exhibitions, business events and talks.
"Tottenham Experience Gift Voucher" - means a gift voucher issued solely by Tottenham Hotspur which can only be redeemed for the Dare Skywalk or Stadium Tour(s) on one occasion only, either by telephone, on the Tottenham Experience Website or in person at the Tottenham Experience, but excluding a Spurs Gift Voucher.
"Tottenham Experience Visitor Attraction(s)" - means Stadium Tours, museum, Dare Skywalk, Exhibitions and Archive, collectively.
"Tottenham Experience Website" - means the website owned and operated by Tottenham Hotspur in connection with the Tottenham Experience Visitor Attractions and Events currently at tottenhamhotspur.com/events
"Tottenham Hotspur" - means Tottenham Hotspur Football & Athletic Co. Limited a private limited company registered in England and Wales with company number 57186 and whose registered office is at Lilywhite House, 782 High Road, Tottenham London N17 0BX and "we" and "us" shall be construed as a reference to Tottenham Hotspur.
"Tour Guide" - means a representative of Tottenham Hotspur leading a Stadium Tour.
"You" - means the individual stated on the Online Booking Form and confirmed in the Confirmation who is purchasing Tickets under these Terms and Conditions.
2.1 These Terms and Conditions (including the Schedules to these Terms and Conditions, which are hereby incorporated into and form part of these Terms and Conditions) relate to the purchase and supply of Tickets to you whether in person at the Tottenham Experience, over the phone or via the Tottenham Experience Website. Please read these Terms and Conditions carefully before purchasing any Tickets as by doing so you will be deemed to have accepted these Terms and Conditions which govern all Contracts.
2.2 Tottenham Hotspur reserves the right to amend these Terms and Conditions at any time without prior notice.
2.3 Any one person who is subject to a suspension or ban from Tottenham Hotspur or a football banning order is prohibited from purchasing Tickets.
2.4 All persons attending Dare Skywalk must be over the age of 8 and, in Tottenham Hotspur's opinion, satisfy the Physical Requirements.
2.5 All persons attending a Stadium Tour under the age of 16 must be accompanied by their parent or legal guardian.
2.6 All persons attending Dare Skywalk under the age of eighteen (18) must be supervised by their Supervising Adult where each Supervising Adult shall be responsible for no more than the number of Supervised Children expressed in the following ratio of Supervising Adults to Supervised Children, depending on the ages of the Supervised Children:
- Eight – seventeen (8 – 17) years of age: one (1) Supervising Adult to accompany two (2) Supervised Children
- Twelve – seventeen (12 – 17) years of age: one (1) Supervising Adult to accompany four (4) Supervised Children
- Fifteen – seventeen (15 – 17) years of age: one (1) Supervising Adult to accompany six (6) Supervised Children
- For the Dare Skywalk Edge all persons attending must be over the age of twelve (12).
- All persons attending a Dare Skywalk Edge under the age of eighteen (18) must be supervised by their parent or an appropriate legal guardian (aged over eighteen (18)) where each Supervising Adult shall be responsible for no more than the number of Supervised Children expressed in the following ratio of Supervising Adults to Supervised Children, depending on the ages of the Supervised Children:
- Twelve – seventeen (12 – 17) years of age: one (1) Supervising Adult to accompany four (4) Supervised Children
- Fifteen – seventeen (15 – 17) years of age: one (1) Supervising Adult to accompany six (6) Supervised Children
2.7 For any reason if a Supervised Child does not want to go ahead with the Dare Skywalk, that child’s Supervising Adult will need to remain with that child as well as their other Supervised Children. For this reason, we recommend having at least two (2) Supervising Adults for even the smallest groups.
2.8 Valid ID (for example, valid passport, valid photocard driving license or valid pass ID card) must be shown for any persons we reasonably consider to be under eighteen (18). Failure to do so may result in admission being refused without refund.
2.9 Tottenham Hotspur reserves the right to refuse entry to:
- any persons attending a Stadium Tour whom we reasonably believe to be under the age of sixteen (16) and not accompanied by a parent and/or legal guardian;
- any persons attending Dare Skywalk whom we reasonably believe to be under the age of eight (8);
- any persons attending Dare Skywalk Edge whom we reasonably believe to be under the age of twelve (12);
- groups where we do not reasonably believe there to be a sufficient number of Supervising Adults to supervise
- persons whom we reasonably believe to be under eighteen (18) in accordance with Condition 2.6 above;
- any persons who, in Tottenham Hotspur's opinion, do not satisfy the Physical Requirements of the Dare Skywalk or otherwise fail to comply with or accept the terms of the Schedules to these Terms and Conditions.
2.10 You and all members of your party aged eighteen (18) or over will be required to sign a Declaration and Waiver Form on or prior to the day of your visit and in any event prior to beginning your Dare Skywalk experience. Each Supervising Adult must consent to the Supervised Children they are supervising undertaking the Dare Skywalk and shall remain solely responsible for them at all times and shall be responsible for ensuring that they understand and adhere to these Terms and Conditions. Each Supervising Adult shall be required to complete and sign the Declaration and Waiver Form on the behalf of the Supervised Children they are supervising and to state that they will be responsible for their own safety and that of the Supervised Children.
2.11 Nothing in these Terms and Conditions is intended to affect your statutory rights.
3. Purchasing Tickets
3.1 Tottenham Hotspur reserves the right to have exclusive booking periods including but not limited to priority booking periods for Tottenham Hotspur members.
3.2 If you make a group booking, you accept these Terms and Conditions on behalf of all members of the group and agree to make the group aware of these Terms and Conditions (and ensure that each member of the group understands and agrees to comply with the Terms and Conditions) and are responsible for all payments due from all members of the group.
3.3 If there are any changes to your details once you have received the Confirmation, then it is your responsibility to inform Tottenham Hotspur of all such changes, Tottenham Hotspur has the right to refuse entry to anyone who fails to confirm changes in writing in advance of the relevant event.
3.4 Tottenham Hotspur reserves the right to place restrictions on the booking including but not limited to:
- the volume of Tickets ordered;
- the number of places booked for special Events;
- age of attendees or participants; and/or
- without prejudice to condition 2.6 above, the ratio of Supervised Children to Supervising Adults.
3.5 It is your responsibility to check any Tickets issued to you are accurate.
3.6 Any purchase of Tickets is only valid when processed by Tottenham Hotspur or an agent authorised by Tottenham Hotspur.
3.7 Tickets may not be transferred or resold for commercial purposes or at a premium. If a Ticket is resold in breach of these condition, the bearer of the Ticket or the person claiming the right to attend the Event or Tottenham Experience Visitor Attractions will be refused admission to the Event or Tottenham Experience Visitor Attractions and will not be eligible for a refund on those Tickets.
3.8 Tickets for certain Tottenham Experience Visitor Attractions and Events will be timed. This will be highlighted during the booking process. Visitors with timed tickets must arrive twenty (20) minutes before the time stated on their Ticket to avoid missing their slot. Tottenham Hotspur cannot guarantee admission to customers (meaning you or any individual within your group) who arrive after the time stated on their Ticket.
3.9 Ownership or possession of a Ticket does not confer any rights (by implication or otherwise) on you to use, alter, copy or otherwise deal with any of the symbols, trademarks, logos and/or intellectual property appearing on the Ticket or used in connection with the Event or Tottenham Experience Visitor Attraction.
3.10 Tottenham Hotspur cannot take responsibility and shall have no liability in respect of any Tickets purchased through third party ticketing providers. Any customers who have purchased their Tickets through a third party must revert to their Terms and Conditions.
4. Tickets Purchased on the Tottenham Experience Website
4.1 If you choose to purchase Tickets on the Tottenham Experience Website, your Contract with Tottenham Hotspur will be concluded as follows:
- completion and submission of the Online Booking Form shall constitute an offer by you to purchase Tickets subject to these Terms and Conditions. You can correct any mistakes you make when filling out the Online Booking Form at any point before submitting it;
- once you submit the Online Booking Form, Tottenham Hotspur will check that you have completed all parts of the Online Booking Form and confirm that you have sufficient funds to cover the total cost of booking. Upon confirmation of these details, your credit or debit card will be charged accordingly and payment taken using the payment gateway Stripe. This in itself does not constitute acceptance of your offer;
- once payment has been taken, an onscreen confirmation will be displayed, and Tottenham Hotspur will send you the Confirmation email as soon as possible. This Confirmation shall constitute Tottenham Hotspur’s acceptance of your booking. A Contract will be formed once you have received the Confirmation;
- if Tottenham Hotspur receive a prompt notification that the Confirmation was not delivered successfully, then Tottenham Hotspur will use reasonable endeavours to notify you by other means of the acceptance of the Contract and the details of your booking.
- those attending the Dare Skywalk need to complete a Declaration and Waiver Form before their experience in accordance with condition 2.10. A link to the Declaration and Waiver form will be included in the Confirmation booking email and pre-visit email, customers should click the link, fill in the questions and submit, a copy of the Declaration and Waiver form can be emailed by requesting this at the time of digitally submitting. In the event that you have not completed your Declaration and Waiver Form in advance or to Tottenham Hotspur’s satisfaction, you will be required to complete this on the day in The Tottenham Experience before embarking on the Climb. The only language available for the conclusion of a Contract online is English.
4.2 Details of all Contracts concluded online (including the method of payment but not the card details) will be kept on file by Tottenham Hotspur and can be provided to you on request.
5. Price and Payment
5.1 The price (including all taxes where relevant) of all Tickets are specified on the Tottenham Experience Website. These details are based on the best available information to Tottenham Hotspur and Tottenham Hotspur is not obliged to conclude any Contract on these terms. We reserve the right to vary prices up or down due to changes in VAT or any other circumstances, some of which may be beyond our control.
5.2 Despite our best efforts, it is possible that some of the prices on the Tottenham Experience Website, at the Tottenham Experience, or in official Spurs publications (such as emails, catalogues etc.) are incorrect. If this happens, we will, at our discretion, either contact you/discuss with you for instructions or confirmation of the correct price, before dispatching or cancelling your order.
5.3 For bookings made online over the Tottenham Experience Website, Tottenham Hotspur accepts payment from Maestro UK, Master Card, VISA and Tottenham Experience Gift Voucher.
5.4 For bookings made over the phone Tottenham Hotspur accepts payment from Maestro UK, Master Card, VISA and Tottenham Experience Gift Voucher.
5.5 For bookings made in person at the Tottenham Experience, Tottenham Hotspur accepts payment from all major UK debit/credit cards and contactless mobile payment options, such as Apple Pay and Google Pay and Tottenham Experience Gift Voucher.
5.6 Spurs Gift Vouchers cannot be redeemed against Tottenham Experience Visitor Attractions.
5.7 Tottenham Hotspur reserves the right to apply discounts, bundles and promotional activity to any Ticket or Tottenham Experience Gift Voucher purchased on the Tottenham Experience Website which may not be reflected on third-party websites.
6.1 Available concessions and their eligibility criteria can be found on the Tottenham Experience Website.
6.2 Valid ID (for example, valid passport, valid photocard driving license or valid pass ID card) must be shown proving eligibility for concessions offered on Tickets. Failure to do so may result in admission being refused without refund.
6.3 Tottenham Hotspur reserves the right to limit the number of concessions available.
7. Delivery of Tickets
7.1 Delivery of Tickets will be via email for all methods of purchase including in person. Tickets can be downloaded to a digital wallet (Apple Wallet for iOS and Google Wallet for Android devices) or presented on mobile devices provided that the QR code is visible for scanning.
8. Refund and Exchange Policy for Tickets
8.1 Subject to condition 8.2 Tottenham Hotspur will not refund your Tickets after purchase.
8.2 Where Tottenham Hotspur is unable to perform a Contract on the date stated on the Confirmation because the Event or Tottenham Experience Visitor Attraction is no longer available, Tottenham Hotspur will take all reasonable measures to contact you when cancellation has occurred and refund you the face value of the Tickets purchased either (at the Club's sole discretion) to a Tottenham Experience Gift Voucher or the original method of payment. Where Tottenham Hotspur is unable to perform a Contract on the date stated on the Confirmation but believes it will be able to do so at a later date and/or time, Tottenham Hotspur will take all reasonable measures to contact you when cancellation has occurred in order to reschedule your experience. If no contact can be made your Ticket will be automatically refunded to either (at the Club's sole discretion) a Tottenham Experience Gift Voucher or the original method of payment for the face value of the Tickets purchased. It is your responsibility to check that your Event or Tottenham Experience Visitor Attraction has not been cancelled. Tottenham Hotspur will have no further liability whatsoever, including (but not limited to) any indirect or consequential loss or damage, loss of enjoyment or travel/accommodation costs.
8.3 Matchday Tours
The dates of all Matchdays and kick-off times are subject to change due to television coverage, the requirements of the leagues and tournaments in which Tottenham Hotspur participate and/or any competent authority which has authority over Tottenham Hotspur and/or matches in which it participates and/or any other events or circumstances that are beyond the reasonable control of Tottenham Hotspur.
8.3.1. If you have booked onto a Matchday Tour and the fixture date is changed then you will be contacted by Tottenham Hotspur and you will have the option to either:
(i) amend the date of your booking to the new fixture date; or
(ii) receive a refund of the face value of the Tickets purchased either to a Tottenham Experience Gift Voucher or the original method of payment (at the Club's sole discretion).
8.3.2 If you have booked onto a Stadium Tour and a fixture date is changed such that the date of your Stadium Tour becomes a Matchday, then you will be contacted by Tottenham Hotspur and you will have the option to either:
(i) amend the date of your booking to an alternative date that is not a Matchday;
(ii) subject to availability, upgrade your Stadium Tour to a Matchday Tour (with you being required to pay the additional upgrade cost to Tottenham Hotspur); or
(iii) receive a refund of the face value of the Stadium Tour Tickets purchased either (at the Club's sole discretion) to a Tottenham Experience Gift Voucher or the original method of payment.
8.4 Dare Skywalk will take place in all weather conditions other than the present existence or imminent threat of gales, lightning, heavy snow or ice or extreme weather conditions which Tottenham Hotspur reasonably believe makes it unsafe to participate in the Climb. In the event of a change in weather during the Dare Skywalk you will not be allowed to leave early, unless we cancel the Climb on health and safety grounds. Refunds will not be issued where Dare Skywalk is open, but you are dissatisfied with the weather.
8.5 If we close a Dare Skywalk other than as a result of your acts or omissions, then provided less than fifty percent (50%) of the Climb was completed before cancellation, the Climb will be rescheduled to a time which you are able to attend or you will be reimbursed if you are unable to attend a rescheduled time. If you are not able to attend at an alternative time we shall have no liability to you whatsoever other than to refund the price paid for the Tickets which you have purchased (less delivery costs where the Tickets have been delivered to you) including, without limitation, no liability for travel or accommodation expenses. Where you have purchased your Ticket from an authorised Ticket agent you must apply to the point of sale for refund in accordance with the Ticket agent’s Terms and Conditions.
8.6 You will not be entitled to a refund if you purchase your Tickets via a third-party website or company. If you decide to access any third-party websites, you do so entirely at your own risk, and you may be subject to the Terms and Conditions imposed by such third parties.
8.7 When redeeming a Tottenham Experience Gift Voucher during any promotional activity, customers will not be refunded the difference in price, between the original price and the promotional price. For the avoidance of doubt, Tottenham Experience Gift Vouchers can be used for one Tottenham Experience Visitor Attraction only.
8.8 A refund will not be given for customers who arrive late and have missed their Tottenham Experience Visitor Attraction and Event start time.
8.9 Any persons who change their mind about attending any Tottenham Experience Visitor Attraction and Event before their visit, upon arrival or during, will not be issued a refund.
8.10 Refunds on pre-bought Photo Packages can be granted on the day of the Dare Skywalk and Stadium Tour(s) (as applicable) only if the quality of the photos are not reasonably considered to be of satisfactory quality, but this must be disputed on the day of the relevant Event. Once the photos have been accepted by the customer, they shall be deemed suitable and no later refund will be issued. No correspondence will be entered into.
9. Tottenham Experience Gift Vouchers
9.1 Tottenham Experience Gift Vouchers will be available to purchase on the Tottenham Experience Website and in person in The Tottenham Experience.
9.2 Delivery of Tottenham Experience Gift Vouchers will be via email.
9.3 Tottenham Experience Gift Vouchers can only be redeemed against the specific attraction the gift voucher is valid for.
9.4 Tottenham Experience Gift Vouchers can be redeemed by using the gift voucher code, either by entering online on the Tottenham Experience Website, via phone booking or in person at the Tottenham Experience.
9.5 Tottenham Experience Gift Vouchers cannot be refunded or exchanged for cash or other non-cash monetary equivalent.
9.6 Once a Tottenham Experience Gift Voucher has been redeemed it will become invalid. If the intended purchase is of lower value than the total of the Tottenham Experience Gift Voucher, then a warning message will appear on the Tottenham Experience Website to notify the customer that they are not using the full value of their voucher.
9.7 If the intended purchase is of higher value than the total of the Tottenham Experience Gift Voucher then you shall pay the remaining balance by another accepted payment type, pursuant to condition 5 above.
9.8 Subject to condition 9.10 below, Tottenham Experience Gift Vouchers have a validity period of one (1) year from date of purchase.
9.9 Tottenham Experience Gift Vouchers can only be redeemed against Tottenham Experience Visitor Attractions and are not redeemable against retail, football tickets or any non- attraction purchase.
10.1 All Tickets are sold subject to Tottenham Hotspur's right to make any alterations in content or details advertised on The Tottenham Experience Website or other appropriate location.
10.2 Tottenham Hotspur reserves the right to make alterations to the content or details of any Tottenham Experience Visitor Attraction or Event.
10.3 The Tottenham Hotspur Stadium is a working stadium and although we take reasonable care to ensure that any Stadium Tours advertised are correct at the time of purchase, Stadium Tour routes may be subject to change. We do not guarantee that information (in particular locations accessed on Stadium Tours) is always one hundred percent (100%) correct at the time of purchase.
11. Liabilities of Tottenham Hotspur
11.1 Subject to clause 11.3 below, Tottenham Hotspur will only be liable to you for direct and foreseeable losses arising as a result of:
- a breach of these Terms and Conditions by Tottenham Hotspur; any negligent act by Tottenham Hotspur arising under or in connection with the Contract.
- Tottenham Hotspur's total liability under clause 11.1 above shall be limited to the total face value of the Tickets purchased.
11.2 Nothing in this clause 11 excludes or limits the liability of Tottenham Hotspur for death, personal injury or fraud.
11.3 Tottenham Hotspur will not be liable in any way if it is prevented from performing its obligations under or arising from any Contract due to factors which are beyond Tottenham Hotspur’s reasonable control. Without limiting the foregoing, the following shall be regarded as caused beyond Tottenham Hotspur's reasonable control: earthquake, floods, cyclones, fire, storms, disease, pandemics, fog, snow, frost, war, accidents, acts of public enemies, strikes, embargoes, perils of the air, local disputes and civil commotions.
11.4 Tottenham Hotspur will not be liable for any losses incurred by you in connection with your use of the Tottenham Experience Website, for any delay in using or your inability to use the Tottenham Experience Website, for any information or Tickets obtained through the Tottenham Experience Website or for any material posted to the Tottenham Experience Website by Tottenham Hotspur or by users of the Tottenham Experience Website.
12. Data Protection
13. Contact and Feedback
13.1 If you need to contact the Visitor Attractions team or if you wish to give feedback about your experience, then please contact us using this form or you can call the Customer Care team on 0203 929 1882.
14. Entire Agreement
14.1 All the terms of any Contract are contained or are referred to within these Terms and Conditions.
15.1 If any part of these Terms and Conditions is held to be unenforceable this will not affect the enforceability of the remaining provisions.
16. Third Parties
16.1 A person who is not a party to a Contract has no rights to rely upon or enforce the Contract pursuant to the Contracts (Rights of Third Parties) Act 1999.
17.1 We have exercised all due care and skill in operating Dare Skywalk, however, due to the height and outdoor nature, the Dare Skywalk involve risks, dangers and hazards which may lead to injuries (which may be fatal) including those beyond the reasonable control of Tottenham Hotspur including but not limited to injuries which may occur due to exposure to weather conditions and/or negligence of other Climbers and you undertake the Dare Skywalk of your own volition.