Theme Park Terms & Conditions
Merlin places great importance on the safety of its guests and endeavours to ensure that its high standards are met by all persons visiting the Attraction. Please assist us in ensuring our Attraction and its facilities remain a safe place in which to enjoy fun and exciting experiences.
In these terms and conditions of entry ("Entry Conditions"), the following definitions shall apply:
Attraction: LEGOLAND® Windsor Resort or any part of it.
Merlin/Us/We/Our: Merlin Attractions Operations Limited (Company No. 6272935), registered in England and Wales, whose registered office address is at 3 Market Close, Poole, Dorset, BH15 1NQ.
Ticket: a valid ticket allowing the holder entry to the Attraction.
A binding contract between us comes into existence when the final page of the booking confirmation procedure gives you a booking reference. For all payments made via this website, Merlin Attractions Operations Limited will be the responsible contractual party. This contract and all matters arising out of it are governed by English law.
Guests are admitted to this Attraction subject to the following Entry Conditions. By purchasing or using a Ticket, guests agree to comply with these Entry Conditions.
Any person who does not comply with these Entry Conditions may be removed from the Attraction by Merlin personnel, security or police officers, without any right to a refund. This is without prejudice to any claim that we may have against such a person or arising out of their actions. Whilst inside the Attraction, all guests must comply with any reasonable instructions given to them by Merlin personnel or any third party instructed on behalf of Merlin. Acting reasonably, Merlin reserves the right to vary these Entry Conditions at any time without prior notice.
By entering the Attraction, guests accept that they have a duty to take reasonable steps to ensure their own safety, taking into account any personal medical conditions. All persons in and around the Attraction should behave in a safe manner at all times.
If you have any queries relating to these Entry Conditions, please contact Merlin on:
Telephone: 01753 626 416
For health and safety reasons (due to the topographical features of the Attraction), wheelchairs and mobility scooters are the only transport devices permitted within the Attraction. For the avoidance of doubt, bicycles, hover-boards, roller-blades or similar devices are not permitted within the Attraction.
Our Commitment to Provide a Service
Merlin will endeavour to ensure that as many rides and attractions as possible are available for use by guests at the Attraction. However, Merlin reserves the right, without prior notice, to close and change the programme of rides and attractions and/or the Attraction's operating hours. Merlin in its absolute discretion reserves the right to close the whole or any part of the Attraction at any time or to restrict the number of persons having access to the Attraction. The reason for any closure or restriction provided by this condition may include technical or operational reasons, capacity, inclement weather, special events or to ensure the safety and security of guests or if Merlin reasonably considers the circumstances so require. For Tickets purchased in advance, if the whole Attraction is closed for any of the reasons set out above, Merlin may offer replacement Tickets for admission to the Attraction on an alternative date in substitution for any other form of redress.
Our Right To Remove You
Merlin, acting reasonably at all times, reserves the right, in its absolute discretion, to refuse admission to the Attraction, ban from entry to the Attraction, or remove from the Attraction without any right to a refund, any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff, or who:
a) acts in an inappropriate and/or undesirable manner whilst travelling to the Attraction whether by bus, coach or other means, where such behaviour has been reported to Merlin by a reliable independent source;
b) has been convicted of a criminal offence relating to Merlin, or civil unrest at Merlin property/attractions, uses violent, aggressive, threatening, abusive, discriminatory or insulting words or behaviour or in any way behaves in a manner which may provoke a breach of the peace;
c) climbs or stands upon fences, barriers, walls, safety fences, rock arrangements, exhibits or any other buildings at the Attraction, enters or attempts to enter any part of the Attraction which is a restricted or prohibited area as determined by Merlin including workshops and changing rooms; or queue jumps at the rides or Attraction without an authorised fast access;
d) has displayed any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting;
e) has previously acted in any manner which has caused any Attraction or person to report that individual to Merlin;
f) is attempting to gain admission to the Attraction without a valid Ticket, or has been found inside the Attraction without a valid Ticket;
g) has purchased or obtained any Tickets or discount vouchers from a Ticket tout or Merlin reasonably believes that they have purchased a Ticket from an unauthorised source.
If any guest in breach of any of these Entry Conditions is a member of a group, then such group of individuals may also, at Merlin’s discretion, be denied entry or escorted from the Attraction without any right to a refund. Merlin reserves the right to initiate legal proceedings or prosecute any person found damaging or defacing any part of the grounds, fences, barriers, walls, exhibits, fabrics or buildings at the Attraction. At Merlin's discretion, future access to the Attraction may be denied to any guest who has previously been denied entry or escorted from the Attraction.
Your contract: A binding contract between us (Merlin Attractions Operations Limited) and the purchaser comes into existence when the final page of the booking confirmation procedure gives you a booking reference. This contract and all matters arising out of it are governed by English law.
THE ATTRACTION IS PRIVATE PROPERTY. All persons entering the Attraction must pay for admission or hold a valid Ticket which has been obtained from Merlin, the Attraction, the Attraction's website or a third party authorised by Merlin to sell Tickets. The sale of Tickets/vouchers by anyone other than Merlin or someone who has been expressly authorised by Merlin to sell Tickets is strictly prohibited. Only persons authorised by Merlin are permitted to sell or offer for sale any items to guests within the Attraction grounds. All Tickets are non-transferable, not for resale and will become automatically void on any transfer for value.
Tickets purchased are only valid on the date printed on the Ticket. Please check the Attraction's operating calendar for opening dates and times. Tickets may not be valid for special events or concerts which may attract a separate admission fee. Tickets will only be exchanged or refunded if Merlin, in its absolute discretion, chooses to do so. For the avoidance of any doubt, pre-booked Tickets are non-refundable in the event that admission is refused or relinquished for any reason referred to in these Entry Conditions. Non-dated Tickets booked in advance do not guarantee admission to the Attraction, especially during busy times or on specific days when there are special events or where the Attraction has reached capacity.
Tickets booked online will be delivered in accordance with Merlin’s delivery procedure. If Tickets are bought on behalf of other guests, the buyer accepts these Entry Conditions on behalf of every guest and shall ensure that these Entry Conditions are complied with by each person in the group. If re-entry into the Attraction is required, an appropriate hand-stamp or Ticket must be obtained, before exiting the Attraction which must be shown at the time of re-entry to regain access. Tickets must be retained at all times and submitted for inspection if required by Merlin.
No person under the age of 14 will be admitted to the Attraction unless they are accompanied by an adult aged 18 years or over and such person or persons whilst on site must remain under the control or supervision of an adult at all times. Merlin reserves the right, in its absolute discretion to change the age restrictions referred to in this condition, if any particular circumstances so require in the interests of safety and security.
The Attraction is unable to accept card payments online from card holders registered overseas.
Annual Pass Holders
The Attraction is part of the "Merlin Annual Pass scheme", but please note that separate terms and conditions apply which can be found on the Annual Pass section of Merlin's website at https://www.merlinannualpass.co.uk/information/terms
The Attraction also offers an "LEGOLAND® Windsor Resort Annual Pass", these are specific to the Attraction and subject to separate terms and conditions, which can be found on the Attraction's website https://www.legoland.co.uk/security-privacy-legal/terms-conditions/legoland-annual-pass/.
All Annual Passes are subject to the operating calendar of each Attraction. Opening and closing dates including applicable exclusion dates can be found on the Attraction's website. Guests should check these before they visit.
Annual Passes may also be subject to additional restrictions or charges and secondary attraction fees may apply. Please see Merlin's or the Attraction's website for further details.
Unnecessary noise (such as that from the use of portable electronic devices) or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Attraction. Smoking (including of e-cigarettes) is strictly prohibited other than in the designated smoking areas identified on the map. All attractions, amusements, transport systems and any other facilities located at the Attraction must only be used in accordance with the relevant operator's instructions.
Dress & Appearance must be suitable for a Family Theme Park
Guests must wear appropriate clothing (including a top and shoes) at all times whilst at the Attraction. If guests are wearing clothing that is indecent or likely to cause offence in any way, they will be refused entry or removed from the Attraction without issuing a refund. Certain items of clothing may not be permitted on some rides for health and safety reasons.
Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. A parking fee applies. If any guest loses their car park ticket, they will have to buy a new ticket. No vehicles are permitted to remain in the Attraction outside the Attraction’s normal operating hours without the prior express permission of the Attraction. The Attraction retains absolute discretion as to whether such permission is granted. Motor homes, camper vans, caravans or any other vehicle of a similar nature are not permitted anywhere within the Attraction unless express prior permission in writing has been given by a senior member of the Attraction. This permission in its original form will need to be produced prior to entry to the Attraction. Photocopies will not be accepted. A breach of this condition will be deemed to be trespassing, the vehicle will be removed and the owner shall be responsible for all consequences arising as a result of such removal.
Security and Safety
To prevent offensive weapons or dangerous articles from being brought into the Attraction, guests are admitted to the Attraction subject to the condition that, if requested to do so, they will allow themselves and/or their belongings to be searched. It is prohibited to bring into the Attraction any weapons, fireworks, smoke bombs, glass bottles or other articles which may cause injury. The throwing of any article which could cause injury or affect the enjoyment of other guests is strictly prohibited. Any person found to be in possession of an article deemed to be offensive or dangerous will be immediately escorted from the Attraction without any right to a refund and Merlin reserves the right to make reports to the relevant authorities which may lead to prosecution. The consumption of intoxicating liquor is permitted only in authorised places within the Attraction. Accordingly, intoxicating liquor may not be taken into the Attraction except with the express permission of Merlin and any persons found possessing alcohol, or who appear to be under the influence of alcohol may be refused admission to the Attraction or escorted from the Attraction without any right to a refund. The use of illegal substances and/or legal highs (including, but not limited to, laughing gas) are strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances and/or legal highs will be refused admission or escorted from the Attraction without any right to a refund.
CCTV cameras are used to assist in the proper running of the Attraction. However, we do not make any representation as to the extent of coverage provided by the cameras. All items, belongings and other property brought into the Attraction by guests are at their own risk and we accept no liability for any loss or damage to such property. As such, we recommend that guests do not bring valuables to the Attraction.
Height, weight or age restrictions may apply to rides or certain elements of the Attractions. Certain rides or shows may use lighting effects, strobe lighting or flashing lights.
Pets or animals of any nature are expressly prohibited in the Attraction (except for guide dogs, hearing dogs and registered assistance dogs) and, for the avoidance of doubt, should not be left in any vehicle parked at the Attraction. Merlin reserves the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.
Unless it is expressly prohibited, guests are permitted to take photographs and recordings within certain areas of the Attraction, provided that these are solely for private use and are not sold or used for any commercial or public purpose. By accepting these Entry Conditions, guests acknowledge that Merlin may on demand have access to photographs taken and video footage captured by guests and request that certain photographs and/or footage are deleted if they are deemed to be offensive to or infringe the privacy of other guests and/or staff. By accepting these Entry Conditions, guests agree not to intentionally photograph and/or capture video footage of any individual without that person’s permission and guests must adhere to all photography/filming restrictions in place from time to time whilst within the Attraction. From time to time Merlin or other authorised parties carry out photography and/or video recording in the Attraction, which may feature guests. Entry to the Attraction is deemed acceptance of these Entry Conditions, and guests therefore agree that Merlin or any authorised party may use such images free of charge and in perpetuity in any promotional, advertising or publicity material in any format whatsoever. Guests further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be).
Merlin accepts no responsibility for any loss and/or damage suffered by guests as a result of the guest's failure to comply with these Entry Conditions or any event outside Merlin's control (including any distress, inconvenience, anxiety or loss of enjoyment arising from the evacuation of the Attraction). This does not affect any guest's statutory rights or any liability of Merlin which cannot be excluded by law.
LEGOLAND Windsor Resort Hotel
Your behaviour should not be excessive or rowdy, especially at night. Offensive or illegal behaviour will not be tolerated and could lead to eviction from the LEGOLAND Windsor Resort Hotel. You must show consideration for your neighbours and other guests. Please treat accommodation and facilities with respect and care so that other guests may continue to enjoy them. We reserve the right to recover from you any compensation we may pay to other guests as a result of your actions or damage caused to the facility by you during your stay.
Under certain circumstances, complementary tickets may be distributed to guests if the LEGOLAND Windsor Resort, in its absolute discretion, chooses to do so. Complementary tickets are not valid for Fireworks events days or any secondary ticketed events/hotel events at the attraction including LEGOLAND at Christmas.