Alton Towers Theme Park
- Fastrack
- Alton Towers Annual & Seasonal Pass
- Merlin Annual Pass
- Food & Drink

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- Merlin Entertainments Holidays Limited: Package Booking Terms and Conditions
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Alton Towers Theme Park

TERMS AND CONDITIONS OF ENTRY

Merlin Entertainments 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: The Alton Towers 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 Arbor Building, 16th Floor, 255 Blackfriars Road, London, SE1 9AX

Ticket: A valid ticket allowing the holder entry to the Attraction

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 our behalf. 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.

Child Safeguarding Policy Statement:

Alton Towers Resort offers family-based experiences which attract children and young people. We are committed to creating an environment which ensures all children can enjoy themselves in a safe and secure environment that prevents children from being at risk from any form of harm or abuse.

Merlin does not knowingly allow anyone to visit its Attractions or hold a [Merlin Annual/Discovery] Pass who is a convicted child sex offender or subject to the notification requirements of the Sexual Offences Act 2003, or subject to the Sexual Risk Order, Child Abduction Notice or any other restrictions or requirements that protects the safety and welfare of children.

Merlin reserves the right to refuse admission to any of its Attractions, ban entry from the Attraction or remove from the Attraction without any right to a refund, any person [and any other members of their party] whose behaviour or presence may affect the enjoyment and/or safety of other guests or staff, or who may otherwise undermine Merlin’s commitment to safeguarding children and young people.

General:

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, hoverboards and/or any 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, we reserve 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:

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;
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;
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.Queue jumping can be defined as trying to gain access to a ride, attraction or any other element that requires a queue or queue system through non-authorised means, including cutting in front of other guests already in the queue, leaving the queue and then attempting to re-enter at the same place, or saving a place for someone not in the queue;
has displayed any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting;
has previously acted in any manner which has caused any Attraction or person to report that individual to Merlin;
is attempting to gain admission to the Attraction without a valid Ticket, or has been found inside the Attraction without a valid Ticket;
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.

Tickets and Admissions:

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 is strictly prohibited. Only persons authorised by us 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.

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.

Tickets purchased are only valid on the date printed on the ticket. Depending on the ticket type purchased, guests may change the date of their pre-booked admission tickets via the ‘Manage My Booking’ function, subject to availability and an administration fee. In the case that the date of a ticket is correctly changed via this function, the ticket will not be valid for the original reservation date, and will only be valid for the new reservation date. If the ticket price for the new date is higher than the original purchase price, the guest will be required to pay the difference. No refunds will be given if the new ticket price is lower than the original purchase price. Certain tickets or packages may not be eligible for date changes.

Please check the Attraction’s operating calendar for opening times and dates. 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.

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.

School tickets are only to be used as part of a school trip and cannot be used at any other time. Free teacher tickets can only be used as part of the school trip they were originally booked for and are not for personal use. School tickets are non-refundable. The age restrictions on school tickets must be adhered to. Free teacher tickets cannot be revalidated; however, any school pupil tickets being revalidated are entitled to the appropriate school teacher ratio for their age group. Teacher planning tickets can only be used prior to the school trip they were booked with. All school/college/university groups must have school/college/University ID to collect tickets, including planning tickets.

No person under the age of 12 will be admitted to the Attraction unless they are accompanied by an adult aged 18 years or over and such child or children 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 www.merlinentertainments.biz/merlin-annual-pass

The Attraction also offers an "Attraction Season Pass", these are specific to the Attraction and subject to separate terms and conditions, which can be found on the Attraction's website at www.altontowers.com/tickets/annual-season-passes

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.

Guest behaviour:

Unnecessary noise 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 Vaping and the use of e-cigarettes) is strictly prohibited other than in the designated smoking areas identified on the park map. All rides, attractions, amusements, transport systems and any other facilities located at the Attraction must only be used in accordance with the relevant operator's instructions.

Consumption and Purchase of Alcohol:

Sale of alcohol. Sales of alcohol may only be made to persons aged 18 or over. By placing an order for an alcoholic product, you confirm that you are aged 18 or over. In relation to your order, you must, upon collection/delivery of the alcoholic product at the relevant venue, provide proof of your identity and that you are aged 18 or over in order for the sale to be completed.

Right of refusal. We reserve the right to refuse to deliver any alcoholic products at any point, including where you appear to be under the influence of alcohol or drugs. Where the sale of alcohol is refused by us at the point of delivery, you will be provided with a refund for the relevant part of your Order which was refused.

Confirmations. You further confirm that you are buying any alcoholic drinks for your own consumption or for the consumption of others who are over the age of 18 years of age, not intoxicated or drunk or under the influence of drugs and are legally permitted to consume them.

Please note that all alcohol must be consumed on the premises, in specified locations.

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 offend in any way, they will be refused entry or removed from the Attraction without a refund. Certain items of clothing may not be permitted on some rides and attractions for health and safety reasons.

Parking:

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) is 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.

Animals:

Pets or animals of any nature are expressly prohibited in the Attraction (except for support dogs, 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. We reserve 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. Support dogs, guide dogs, hearing dogs and registered assistance dogs are welcome in the Hotels and the Theme Park but they will not be able to accompany guests onto any of the rides. They will be allowed as far as the loading point where they must be left with a member of the party. They must also never be left unattended anywhere in the Resort.

Photography and Filming:

Unless it is expressly prohibited, you are permitted to take photographs and recordings within the Attraction provided that these are not sold or used for any commercial purpose unless otherwise agreed/prior permission is obtained. Filming and photography on all rides and attractions is strictly prohibited unless otherwise specified. Go pro (or any other handheld recording device including mobile phone and video camera) use is not permitted onboard rides and attractions. By accepting these Entry Conditions, you acknowledge that Merlin may on demand have access to photographs taken and video footage captured by you and request that certain photographs and/or footage be deleted if they are deemed to be offensive to or infringe the privacy of other guests and/or staff. By accepting these Entry Conditions, you agree not to intentionally photograph and/or capture video footage of any individual without that person’s permission and you 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 you therefore agree that Merlin or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be).

Drone Flying:

The flying of drones and use of drones for photography is prohibited anywhere in the Resort without prior permission.

Merlin’s Liability:

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.

Fastrack

Fastrack Ticket Information

1. Chest, height, and age restrictions apply on all rides and attractions. Please ensure you are aware of these prior to purchasing a Fastrack ticket.
2. Fastrack tickets are non-refundable, non-transferable, and not replaceable if lost.
3. Attractions with Fastrack access may be removed, added, or amended at any time.
4. Fastrack tickets do not give choice of seating, and may still incur a wait time.
5. Rides and attractions are subject to availability at all times.

One Shot Fastrack Tickets

1. Fastrack tickets do not include park admission
2. Tickets must be used during the allocated time slots and on the date stated.
3. Tickets are only valid for the ride stated, and for single use – one person per ticket.
4. Fastrack tickets are non-refundable, non-transferable, and not replaceable if lost.
5. Rides and attractions are subject to availability, and ticket allocations may be limited, increased or removed at any time. Attraction operation does not guarantee One Shot availability.
6. If a ride is closed for the day and you already have a ticket purchased, a replacement attraction up to the same value will be made available.

Fastrack Packages

1. Fastrack packages do not include park admission
2. A Fastrack Package is a ticket with a set amount of use validities which can be used on a pre-determined selection of attractions. Each attraction ridden removes one validity.
3. All attraction uses must be utilised on the date stated on the ticket.
4. Fastrack Package tickets must be used by one person, and cannot be shared between groups.
5. Rides and attractions remain subject to availability, due to the flexible nature of the ticket, refunds will not be issued if any of the attractions listed are unavailable. Usage validity will remain valid for the attractions which remain operational.
6. If a specified ride is closed, and you have purchased a package for that date, the rate will not be subject to discount, nor will it be eligible for refund as it does not affect the ability to use all validities on the ticket on other listed attractions.

Gold Fastrack

1. Gold Fastrack does not include park admission
2. Gold Fastrack is for one guest only and cannot be transferred between guests in a party or passed to other guests at the park.
3. Guests using Gold Fastrack may be required to show a valid ID to verify that they are the sole user of the ticket.
4. Gold Fastrack can only be used on the date on the ticket.
5. If a paper ticket is issued and becomes wet or damaged, please speak to a member of staff at the Box Office who can assist. You must show proof of purchase prior to any re-print.
7. Gold Fastrack is valid on all Fastrack attractions on your day of visit. Additional paid attractions are not included in this ticket. Gold Fastrack riders must leave the attraction and re-join the queue to experience the ride again, it does not allow instant re-rides.

Alton Towers Annual Pass

Terms and Conditions

These are the terms and conditions ("Terms") on which we supply Alton Towers Resort Annual Passes ("Alton Towers Resort Annual Pass") to you ("Passholder" or "you"). Please read these Terms carefully before you submit your order for any Annual Pass to us. These Terms tell you who we are, how we will provide the Alton Towers Resort Annual Pass to you, what to do if there is a problem and other important information.

We are Merlin Entertainments, trading as Alton Towers Resorts Operations Limited, a company registered in England and Wales, with company number 06272935 and our registered office address is at Arbor Building, 16th Floor, 255 Blackfriars Road, London, SE1 9AX ("Merlin" or "we"). You can contact us by writing to us at Alton Towers Resort LTD, Farley Lane, Alton, Staffordshire, ST10 4DB

These Terms are integral to Alton Towers Resort Annual Pass and are independent of any other contract and cannot be varied (other than in accordance with Term 20). Purchase and use of a Pass is in accordance with the regulations of Alton Towers Resort (as defined below in Term 1), copies of which are available at Alton Towers Resort or can be obtained online. Please ensure that you are willing to be bound by these regulations before purchasing your Alton Towers Resort Annual Pass.

When you place an order for an Alton Towers Resort Annual Pass on our website our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. We will assign a number to your order and will tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

You can contact us within 14 days of entering into this contract (which happens when you purchase your Alton Towers Resort Annual Passas described above) to cancel your contract and receive a refund as follows: contact us during the 14 day period with the completed model cancellation form at the end of these Terms or email us during the same period at gs.enquiries@alton-towers.com. The Alton Towers Resort Annual Pass starts immediately after your purchase as requested by you on the website at the time of purchase (by clicking the relevant box just before payment). If you have used your Alton Towers Resort Annual Pass during the 14-day cancellation period before contacting us to cancel your Alton Towers Resort Annual Pass, you must pay us the amount proportionate to the value of the services supplied before cancellation. We shall be entitled to set off any such payment you are required to make against the amount to be refunded.

An Alton Towers Resort Annual Pass will only be valid when it is used and/or presented by the named holder, it displays a clear photograph which must be a true likeness of the named holder, and it is within the Validity Period (as defined in Term 3). Any use or attempted use of an Alton Towers Resort Annual Pass in breach of these Terms or the relevant Alton Towers Resort's regulations will result in the Alton Towers Resort Annual Pass being revoked without a refund and/or compensation.

For the avoidance of doubt, pass sharing is a breach of these Terms and any attempted use of a Alton Towers Resort Annual Pass by someone other than the photographed and named holder, regardless of the reason, will result in access being refused and the Alton Towers Resort Annual Pass being revoked without a refund and/or compensation. For this reason, you should ensure that your Alton Towers Resort Annual Pass is kept in a safe and secure location where others will not have access to it.

The Merlin Alton Towers Resorts that are part of the Alton Towers Resort Annual Pass scheme are: Alton Towers Resort[NM2]

1.1 The Alton Towers Resorts that are part of the Alton Towers Resort Annual Pass scheme are listed above (Term 1). No other Merlin Alton Towers Resort will be part of the Alton Towers Resort Annual Pass scheme unless expressly stated by Merlin. If you turn up to any Alton Towers Resort which is not listed in Term 1 above, the Alton Towers Resort staff have the right to reject your Alton Towers Resort Annual Pass and require you to buy a non-refundable full price ticket for entry into the relevant Alton Towers Resort on that day.

1.2 Before booking or visiting an Alton Towers Resort, please check if your pass is valid at that Alton Towers Resort on the Website or contact Alton Towers Resort directly, using the contact details set out in the second paragraph of these Terms.

The prices of each of the Alton Towers Resort Annual Passes are notified to you before you purchase a Alton Towers Resort Annual Pass. However, you are recommended to check the following link for any updates to such prices: Season Pass - Theme Park Membership | Alton Towers Resort
Subject to Terms 10, 11, 13, 14 and 15, a Alton Towers Resort Annual Pass entitles the holder to admission to the Alton Towers Resorts for a period of 12 months from the date of issue ("Validity Period") and is subject to the operating calendars of each Alton Towers Resort and any applicable exclusion dates, and Term 4 below. The ʻvalid untilʼ date will be displayed on the digital Alton Towers Resort Annual Pass when issued and Passholders can use their Alton Towers Resort Annual Pass up to and including the ʻvalid untilʼ date. Please check individual Alton Towers Resort opening and closing dates on the relevant Alton Towers Resort's website and the Alton Towers Resort Annual Pass exclusions and restrictions set out at Terms 4, 5 and 6 before your visit. Please note that not all Alton Towers Resorts are open all year.
Merlin reserves the right to vary the opening and closing dates of the Alton Towers Resorts, to require pre-booking for any Alton Towers Resort (for which a small fee may apply), to impose or vary limits on the numbers of persons (or of particular categories of persons based on matters including but not limited to what type of pass or entry ticket they may intend to use) allowed to book entry for or to enter any Alton Towers Resort on any given day/ at any given time, to close, remove or cancel all or any part of the rides, events or facilities within the Alton Towers Resorts, and to remove Alton Towers Resorts from the Alton Towers Resort Annual Pass scheme in each case for one or more of the following reasons: technical, health and safety, legal, regulatory and/or operational reasons, temporary or permanent closure of Alton Towers Resorts, Alton Towers Resorts ceasing to be owned or controlled by Merlin, or due to special events or private functions. Any such variation, requirement or other change shall take immediate effect upon its adoption by Merlin. Unless you have exercised your right to cancel your Alton Towers Resort Annual Pass within 14 days of entering into this contract as described above, the full value or any part of the value of the Alton Towers Resort Annual Pass will not be refunded nor will any compensation be payable if any of the Alton Towers Resorts become unavailable or if any or part of the Alton Towers Resorts (or any part of any of the Alton Towers Resorts) are temporarily or permanently closed or removed from the Alton Towers Resort Annual Pass scheme. Merlin will endeavour to publish relevant information as soon as possible if an Alton Towers Resort requires advance booking, is operating under capacity restrictions, has reached capacity, has booked out of all or certain categories of entry slots at certain times/ on certain days, is closing or where certain rides or part of an Alton Towers Resort becomes unavailable.

4.1 Planned Maintenance Closure Dates

4.1.1 Merlin may, at any time, in its absolute discretion, add maintenance closures which shall be applicable to the Alton Towers Resort Annual Pass.

4.2 Alton Towers Resort Annual Pass Exclusion Dates

4.2.1 The Alton Towers Resort Annual Pass does not allow entry to any Merlin Alton Towers Resort on the following:

Select dates. For 2026 the following dates are restricted;
February – 14^th & 15^th
April – 5^th & 6^th
May – 3^rd, 4^th, 24^th & 25^th
August – 1^st, 8^th, 15^th, 22^nd , 29^th, 30^th & 31^st
October – 17^th, 24^th, 25^th, 31^st November – 6^th, 7^th, 8^th
December – 19^th, 26^th, 27^th

Merlin may, at any time, in its absolute discretion, add any further exclusions which shall be applicable to the Alton Towers Resort Annual Pass as determined by Merlin.

4.3 Planned Seasonal Alton Towers Resort Operating Dates

The Alton Towers Resort Annual Pass is subject to the operating calendars of each Alton Towers Resort Please check individual Alton Towers Resort opening and closing dates on the relevant Alton Towers Resort's website as outline below. Please note that not all Alton Towers Resorts are open all year.

Opening Times - Theme Park & Waterpark | Alton Towers Resort

The Alton Towers Resort Annual Pass is subject to additional charges including, but not limited to, entrance fees, reservation or pre-booking fees (where applicable), parking fees, and/or booking fees for entry into:

5.1 Any concerts taking place at the Alton Towers Resorts, any themed and/or special events taking place at the Alton Towers Resort including other events (but not limited to) those managed by third parties

5.2 All Christmas event openings including, but not limited to, Alton Towers Resort Christmas.

5.3 Secondary Alton Towers Resort including, but not limited to, VIP experiences and Halloween mazes

5.4 Secondary Alton Towers Resorts at Alton Towers Resort Theme Park including, but not limited to, the Alton Towers Waterpark, and Extraordinary Golf.

5.5 Secondary Alton Towers Resort including but not limited to, Scare Mazes;

5.6 Any other event as determined by Merlin (acting reasonably) from time to time;

5.7 Parking at the Alton Towers Resorts; and

5.8 Any secondary Alton Towers Resort gs.enquiries@alton-towers.com which are be subject to additional charges.

5.9 Special events taking place at SEA LIFE Centre Manchester (certain dates apply) are subject to additional charges. Merlin may, in its absolute discretion, add any further restrictions to the list set out in this Term from time to time which shall be applicable to the Alton Towers Resort Annual Pass as determined by Merlin or in accordance with Terms 4, 5 & 6[NM3]

The Alton Towers Resort Annual Pass will not guarantee immediate entry to any Alton Towers Resort or any event at any time. At Alton Towers Resorts or events which allocate individual time slots for entry or where pre-booking is required, Alton Towers Resort Passholders are required to book an available time slot or pre-book their entry in advance in order to access the Alton Towers Resort or an event, otherwise they will not be permitted entry. Please note that all time slots are subject to availability, and that there may be different allocations of time slots for different categories of individual (eg based on ticket or pass type), so early booking is recommended. Passholders are able to book an available time slot online by registering an account at www.merlinannualpass.co.uk/prebook. When any Passholder has booked a timeslot (irrespective of Pass type), the Alton Towers Resort may ask such Passholder to leave the Alton Towers Resort at the end of their allocated timeslot.

6.1 Alton Towers Resort Annual Pass holders are entitled to up to three active pre-books, at any one time.

A Alton Towers Resort Annual Pass is only valid for standard entry. A Alton Towers Resort Annual Pass may not be used for any of the following (without limitation):

7.1 Civil ceremonies or weddings;

7.2 Themed seasonal tickets; or

7.3 Packages, such as restaurants, hotels, theatre and combination tickets.

8. To use a Alton Towers Resort Annual Pass, the Passholder must show their digital Pass at the admissions office, turnstile or other authorised entry point of the relevant Alton Towers Resort. Entry to an Alton Towers Resort by use of a Alton Towers Resort Annual Pass will only be permitted if a valid digital Alton Towers Resort Annual Pass can be presented alongside a valid pre-book ticket bookable in the Passholder Pre-book Portal found at https://www.merlinannualpass.co.uk/prebook. Failure to present a valid Alton Towers Resort Annual Pass will result in a charge of the "on the day" admission rate applicable to the relevant Alton Towers Resort, which will be non-refundable. Re-entry to the same Alton Towers Resort on the same day requires a hand stamp which will be given to the Passholder by the Alton Towers Resort on exit from the Alton Towers Resort.

8.1 Please only make bookings using your Pass if you are able to visit on that day. If you do not visit the Alton Towers Resort using your Pass before closing time on the day of the booking, we reserve the right to mark your Pass with a 'no show' and you will receive an email from us confirming this the same.

If you are a 'no show' three times within a 90-day period, we may also pause your Pass. If this happens, we will email you, and you will not be able to make any further bookings for 14 days after receipt of that email.

If you would like to discuss or query any 'no show' status, or to cancel any bookings*, please contact our call centre on 01372 751411 (local rate number) on Monday - Friday from 9am - 4pm or fill in our contact form at https://support.merlinannualpass.co.uk/hc/en-us/requests/new to chat through your options with us.

9. All Alton Towers Resort Annual Passes remain the property of Merlin and can be withdrawn at any time. Passholders shall take all reasonable steps to ensure that a Alton Towers Resort Annual Pass is kept secure at all times and any Alton Towers Resort Annual Pass which has been lost, stolen and/or damaged should be reported to the relevant Alton Towers Resort pursuant to Term 16. Alton Towers Resort Annual Passes are non-transferable and cannot be sold, loaned or given away to or used by a third party. A Alton Towers Resort Annual Pass will automatically be deemed void and shall be revoked without a refund and/or compensation if sold, loaned or given away or if any attempt is made to sell, loan or give it away. In the absolute discretion of the relevant Alton Towers Resort, access will be denied to any or all Alton Towers Resorts and the relevant Passholder's pass revoked, if Merlin considers the Passholder to be guilty of (i) fraud or attempted fraud in respect of the Alton Towers Resort Annual Pass, (ii) misuse of the Alton Towers Resort Annual Pass (e.g. abuse of the Alton Towers Resort Annual Pass benefits); and/or (iii) inappropriate conduct. Inappropriate conduct includes, but is not limited to, displaying any sign or visible representation of any kind which is, or could reasonably be judged to be, threatening, abusive or insulting to any member of Merlin staff and/or other members of the public visiting the Alton Towers Resorts, or allowing or assisting a third party to attempt to gain unauthorised or improper access to any Alton Towers Resort with a Alton Towers Resort Annual Pass of which they are not the valid holder. For the avoidance of doubt, no refund and/or compensation will be given in such circumstances.

9.1 Merlin reserve the right to discontinue any Alton Towers Resort Annual Pass product provided Merlin serve you with at least 45 days’ notice.

An individual who has their Alton Towers Resort Annual Pass revoked in accordance with Term 9 or 13 shall be prevented from obtaining a replacement Alton Towers Resort Annual Pass and, in the future, is required to purchase a full price entrance ticket to enter an Alton Towers Resort and this will be non-refundable. A year after the date an individual has their Alton Towers Resort Annual Pass revoked, such individual can contact Merlin to purchase a new Alton Towers Resort Annual Pass and Merlin will assess the revocation or ban at the time. The issue of any new Alton Towers Resort Annual Pass in accordance with this Term 10 is at the absolute discretion of Merlin and is subject to availability. Individuals who are permitted by Merlin to purchase a new Alton Towers Resort Annual Pass in accordance with this Term 10 shall be required to pay the full purchase price applicable at the time of purchase.
An Annual Pass will automatically be deemed void and shall be revoked without a refund and/or compensation if Merlin reasonably believes a Passholder to be a convicted child sex offender or subject to the notification requirements of the Sexual Offences Act 2003, or subject to the Sexual Risk Order, Child Abduction Notice, or any other restrictions or requirements that protects the safety and welfare of children, or which Merlin reasonably judges could give rise to a breach of its commitment to the safeguarding of children. For the avoidance of doubt, no refund will be given in any such circumstances.
An individual who has their Pass revoked in accordance with Term 11 shall be prevented from obtaining a replacement Pass and access will be denied to all or any of Merlin’s Alton Towers Resorts which in this instance shall be deemed to include any other resorts or Alton Towers Resorts which may be operated by Merlin at any point in the future.
A Alton Towers Resort Annual Pass that is discovered to have been purchased through illegal methods (including, but not limited to, the use of fraudulent debit/credit cards) and/or through unauthorised third party channels, will be revoked without compensation. Should you require any further information regarding Merlin's approved third-party suppliers, please contact [NM4] gs.enquiries@alton-towers.com.
The management of the relevant Alton Towers Resort, acting reasonably, reserves the right to refuse admission, or to refuse to allow pre-booking, at any time and for any reason including, but not being limited to, the Alton Towers Resort being at full capacity.
All Merlin Passholders are subject to a bag search on entry to any Alton Towers Resort. Refusal to allow a search may result in access to the site being denied on the date of visit.
In the event of a lost, stolen and/or damaged Alton Towers Resort Annual Pass, the Passholder should contact Merlin directly to have the relevant Alton Towers Resort Annual Pass blocked. Contact details are set out at the beginning of these Terms.
Unless stated otherwise, a Alton Towers Resort Annual Pass cannot be used in conjunction with any promotional offer, voucher, advance booking or with any discount or retail/restaurant incentive. The Passholder is only entitled to the discounts stated in these Terms or such other discounts as made available to Passholders at Merlin's discretion from time to time.
Once a Alton Towers Resort Annual Pass has been purchased, the Passholder can only cancel the Alton Towers Resort Annual Pass as described in paragraph 5 above. If you do not exercise your right to cancel within 14 days of entering into this contract as described above, your Alton Towers Resort Annual Pass is non-refundable.
Merlin is entitled, in its absolute discretion, to change the price payable for its Alton Towers Resort Annual Pass at any time and for any reason and may from time to time offer pricing or promotional offers for purchasing the Alton Towers Resort Annual Pass at specific Alton Towers Resorts, online, or through third party channels. Please note that Merlin does not price match the price payable for a Alton Towers Resort Annual Pass. If Merlin changes the price payable for its Alton Towers Resort Annual Pass, it will advise Passholders on the website. For the avoidance of doubt, any changes in pricing will not apply to existing Alton Towers Resort Annual Passes retrospectively.
Merlin reserves the right to vary these Terms by giving Passholders no less than 30 days' written notice of such variation by using the details provided to Merlin when the Passholder purchased a Alton Towers Resort Annual Pass and by making a note of such changes available on the terms and conditions page of the website at (ADD T&CS URL HERE) so please review the website periodically for changes. If you do not accept the amended terms, this may affect our ability to provide certain products and services to you.
Visitors under 12 years of age to Alton Towers Resort Theme Park must be accompanied, at all times, by an individual aged 18 years or over.
Visitors under 90cm may enter Alton Towers Resort Theme Park free of charge when accompanied with a Passholder over the age of 18 and upon presentation of a free Under 90cm ticket bookable through the Pre-Book Portal here
Height, weight, age restrictions and medical warnings apply to certain rides and Alton Towers Resort. Some rides at Alton Towers Resort Theme Park will require visitors who only just meet the minimum height requirements to be accompanied by an individual aged 16 years or over.[NM5]
All Passholders, their family members and friends entering a Merlin Alton Towers Resort by virtue of a discounted entry ticket are required to comply with the booking and entry conditions (including without limitation any restrictions relating to height, weight, age (including the ages for which children are required to be accompanied by an adult) and any medical warnings) set out on Merlin's website. Passholders should check the relevant Alton Towers Resort's website before booking a visit or visiting.
If we fail to comply with these Terms, we are responsible for any direct loss or damage that you suffer provided that such loss or damage is a direct consequence and foreseeable result of our breach, and provided that you use all reasonable endeavours to mitigate such loss and/or damage. 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 ordering process. We do not exclude or limit in any way our liability to you where it would be unlawful to do so.

Provision of Data and Merlin's Processing

In order to implement and manage these Terms and to enable Merlin to comply with its contractual and statutory obligations, Merlin will require to process certain Personal Data relating to each Passholder as set out in Terms 26 to 28 inclusive. This is detailed in a separate Fair Processing Notice which will be provided to the Passholder under separate cover. For further details on how this may apply in practice, the Passholder may contact Merlin using privacy@merlinentertainments.biz.
Each Passholder will be issued with their own digital Alton Towers Resort Annual Pass and will be required to supply the following data: (a) their first name and surname; (b) their date of birth; (c) their residential address; (d) a contact telephone number; (e) a contact email address; and (f) a photograph which must be a true likeness of the holder, and which must conform to UK passport photo requirements.
Each Passholder will be issued with their own digital Alton Towers Resort Annual Pass and, for the avoidance of doubt, will be required to supply the details listed in Term 27 The purchaser of a Alton Towers Resort Annual Pass must be 18 years or over (and if purchasing a Alton Towers Resort Annual Pass on behalf of a minor (under 18s) the purchaser confirms that they are a parent or guardian of the minor and are authorised to share the minor's personal data (as set out in Term 27).
If a disabled person holds a Alton Towers Resort Annual Pass and requires a Carer Ticket, Alton Towers Resorts may, at their discretion, provide this at no additional cost. To qualify, the Passholder must present valid documentation confirming eligibility for a carer, such as a Nimbus Access Card displaying the +1 symbol, proof of Disability Living Allowance (DLA), or Personal Independence Payment (PIP). Eligible Passholders will receive a complimentary digital Carer Ticket (“Carer Ticket”), allowing their carer to accompany them into the Alton Towers Resort for the day free of charge.
Carer Ticket: To obtain a Carer Ticket the disabled Alton Towers Resort Annual Passholder making the request should contact the Alton Towers Resort in question and follow instructions to receive this.
Ride Access Pass: Whilst a Alton Towers Resort Annual Pass entitles the holder to admission to the Alton Towers Resorts, it does not automatically entitle a disabled person who is the holder the right to receive a priority entry pass for the rides ("Ride Access Pass"). Ride Access Passes are issued at the theme park Alton Towers Resorts and provides holders a reasonable adjustment to make queueing more accessible for those with a disability or long-term health condition. A Ride Access Pass will be provided at Merlin's discretion where Merlin is satisfied that that a Passholder is unable to queue at an Alton Towers Resort, and provided that such Passholder is accompanied by someone aged 14 years or over. The terms and conditions of the Ride Access Pass may vary for each Alton Towers Resort and therefore we recommend visiting the Alton Towers Resort's website to view the terms ahead of your visit.

Fair Processing Notice

Merlin Alton Towers Resorts Operations Limited ("Merlin") is a British-based entertainment company, with a registered office at Arbor Building, 16th Floor, 255 Blackfriars Road, London, SE1 9AX, whose business is about creating unique, memorable and rewarding visitor experiences. A list of the Alton Towers Resorts and a note of the companies that make up the Merlin group which help to achieve this is available at https://www.merlinentertainments.biz/our-brands/ ("Merlin Group"). Merlin values the privacy of those individuals that it provides Merlin Annual Passes to. This fair processing notice ("Notice") sets out the basis on which Merlin processes and protects the personal data we collect from you in connection with the Merlin Annual Passes.

As Merlin is the company which was originally responsible for collecting information about you, it will be the Data Controller and can be contacted using the details set out below. You should be aware that although Merlin is principally responsible for looking after personal data collected in connection with a Merlin Annual Pass, information is likely to be held in databases which can be accessed by other Merlin Group companies, and other entities in the Merlin Group may also be Data Controllers where they control the use or processing of such data. In the context of the Merlin Annual Passes, Merlin will however be the single point of contact for all Merlin Group Data Controllers who can be contacted using the details set out below.

What personal information do we collect from you?

In relation to potential, historic individuals and current Passholders, we collect "Personal Information". This refers to information which identifies or is capable of identifying you as an individual. We collect the following data directly from you in the course of administering or promoting our Alton Towers Resort Annual Passes: Information that you provide when applying for a Alton Towers Resort Annual Pass. Details of any concerns if you contact us with a query or issue. When you complete a survey to tell us how your experience of our Alton Towers Resorts was and how we can improve, although you do not have to respond to them. Details of transactions you carry out to purchase a Alton Towers Resort Annual Pass including your credit/debit card details.

Your name, address, telephone number and/or email address and any other data fields noted in Term 27 in order to contact you with details of your Alton Towers Resort Annual Pass or in the unlikely event that we need to contact you urgently about your Alton Towers Resort Annual Pass. These details are mandatory and failure to provide means that we cannot provide you with a Alton Towers Resort Annual Pass.

We comply with principles of "data minimisation", and only collect the types and volume of Personal Information required to achieve the purposes set out in this Notice.

What purposes do we use your personal information for and what is the legal basis?

We will use the Personal Information we collect for the purposes of: contacting you in relation to service information, including, but not limited to, information about changes to these Terms, expiry reminders for your Alton Towers Resort Annual Pass; ensuring the security and safety of our Alton Towers Resorts as covered by your Alton Towers Resort Annual Pass; and carrying out our obligations arising from any contracts entered into between you and us and ensuring we receive payment as required. We may also send you marketing materials (where we have appropriate permissions) as explained in more detail below. Merlin does not however send marketing materials to any child under the age of 13.

In the majority of cases, the processing of your personal data will be justified on one of the following bases: (i) it is provided for in the Alton Towers Resort Annual Pass Terms and Conditions, and therefore necessary to give effect to that contract (purposes A and C described above); (ii) it is necessary for us to comply with a legal obligation (purpose B described above); or (iii) it is in our legitimate interests as a business, and our interests are not overridden by your interests, fundamental rights or freedoms (marketing purposes described below, save where opt-in consent is required by other data protection laws in which case our legal basis shall be your consent for the purpose of GDPR). That legitimate interest is our freedom to operate as a global organisation and to ensure that our Alton Towers Resorts are promoted.

PLEASE NOTE: If we have previously told you that we were relying on consent as the basis of our processing activities, going forward we will not be relying on that legal basis unless we have said that in this Policy.

Where a Alton Towers Resort Annual Passholder provides evidence of a disability in accordance with Term 29 in order to apply for a Carer Pass or Ride Access Pass or in the event that a health and safety incident occurs at an Alton Towers Resort, the Alton Towers Resort Annual Passholder acknowledges that Merlin will be collecting special categories of personal data (e.g. health information regarding a disability, impairment or injury). Merlin shall only process such special categories of data where necessary to perform the contract, and where the Alton Towers Resort Annual Passholder has consented to providing such data or where Merlin is relying on a specific exemption provided under local laws of EU Member States and other countries implementing the GDPR. Where possible, Merlin shall seek to minimise the collection and use of such sensitive personal data, and shall ensure that appropriate safeguards are in place to protect such special categories of personal data.

Merlin only collects special categories of personal information about individuals under the age of 13 where the parent or guardian has provided "consent" on behalf of the relevant minor while purchasing a Merlin Annual Pass in respect of that minor.

PLEASE NOTE. If you provide your explicit consent to allow us to process your special categories of data, you can withdraw your consent to such processing at any time. However, you should be aware that if you choose to withdraw your consent we will tell you more about the possible consequences, including if this means that certain services (in particular where you have applied for a Carer Pass) can no longer be provided).

Direct marketing

We may use your personal data to send you direct marketing communications about our Alton Towers Resort Annual Pass. This will be in the form of email, post, SMS or targeted online advertisements. Where we, or any members of the Merlin Group, require explicit opt-in consent for electronic direct marketing in accordance with the Privacy and Electronic Communications Regulations we will ask for your consent. Otherwise, for non-electronic marketing or where we can rely on the soft opt-in exemption under the Privacy and Electronic Communications Regulations, we will be relying on our Legitimate Interests for the purposes of GDPR as further detailed above. You have a right to stop receiving direct marketing at any time - you can do this by following the opt-out links in electronic communications (such as emails), or by contacting us at campaigns@merlinentertainments.biz. We will keep a suppression list to ensure you don't receive further marketing unless you opt-in again, but we will still send you service messages - e.g. details about Alton Towers Resort opening times or updates the terms linked to your Alton Towers Resort Annual Pass.

How long do we keep your personal information?

We will retain your personal data for as long as is reasonably necessary for the purposes listed above. In particular, where there has been no interaction from a Passholder (e.g. a purchase, newsletter sign up), a record will be archived after 2 years and deleted after 6 years. Where we are required to do so to meet legal, regulatory, tax or accounting requirements, we will retain your personal data for longer periods of time, but only where permitted to do so, including so that we have an accurate record of your dealings with us in the event of any complaints or challenges, or if we reasonably believe there is a possibility of legal action relating to your personal data or dealings. We maintain a data retention policy which we apply to records in our care. Where your personal data is no longer required and we do not have a legal requirement to retain it, we will ensure it is either securely deleted or stored in a way such that it is anonymised and the Personal Data is no longer used by the business.

Who do we share your personal data with?

We share data with other Merlin Group companies in order to carry out the purposes outlined above. We also share Personal data with third parties, which include:

Service Providers, who help manage our IT and back office systems, and assist with our Customer Relationship Management activities, such as Salesforce, Experian Marketing Services; Cheetah Digital; CTI Digital; Merkle; Avius Insight; Zen Desk; and HH Global (formerly Adare International.) Third parties that act as data processors are required to act only on our instructions as is necessary to perform services on our behalf and are required to comply with applicable legal requirements;
Social media platforms, including Facebook
Regulators, which include the ICO, as well as other regulators and law enforcement agencies in the E.U. and around the world; and
Solicitors and other professional services firms (including our auditors).

Furthermore, if required, we may disclose Personal Information in response to official government or regulatory requests; to law enforcement authorities to prevent physical harm or prevent or detect crime; or in the event of merger or acquisition.

Transfer of your personal information across borders

Some entities in the Merlin Group, with whom we share your data, and our service providers who have access to your personal data, are located outside the European Union. We will always take steps to ensure that any international transfer of information is carefully managed to protect your rights and interests, in particular for internal group transfers we have in place an intra group data transfer agreement which incorporates the EU Model Clauses pursuant to Article 46(2) of the GDPR. For external group transfers, we will either:

only transfer your personal data to countries which are recognised as providing an adequate level of legal protection in accordance with Article 45 of the GDPR; or
ensure that transfers outside the European Union are subject to an appropriate legal safeguard - for example, the EU Model Clauses pursuant to Article 46(2) of the GDPR and/or the EU - U.S. Privacy Shield for the protection of personal data transferred to the US (for further details, please see https://ec.europa.eu/info/law/law-topic/data-protection/data-transfers-outside-eu/eu-us-privacy-shield_en).

You have a right to ask us for more information about the safeguards we have put in place in relation to any data transfer agreement under which your personal data is transferred. Any data transfer agreement made available to you may be redacted for reasons of commercial sensitivity.

Protection of your information

We have implemented reasonable physical, technical and administrative security standards to protect Personal Information from loss, misuse, alteration, destruction or damage.

Your rights

You have the following rights in respect of your personal data:

Access: to obtain a copy of your personal data together with information about how and on what basis that personal data is processed;
Rectification: to rectify inaccurate personal data.
Right to be Forgotten: to erase your personal data in limited circumstances where it is no longer necessary in relation to the purposes for which it was collected or processed;
Restriction: to restrict processing of your personal data where: (a) the accuracy of the personal data is contested; (b) the processing is unlawful but you object to the erasure of the personal data; (c) we no longer require the personal data for the purposes for which it was collected, but it is required for the establishment, exercise or defence of a legal claim;
Objection: to challenge processing which we have justified on the basis of a legitimate interest;
Portability: to obtain a portable copy of your personal data, or to have a copy transferred to a third party controller; and
We do not carry out automated decision making which would trigger Article 22, but if we do in the future, we will notify you of this and set out your related rights.

To exercise your rights you can contact us as set out below. Please note the following if you do wish to exercise these rights:

We take the confidentiality of all records containing personal data seriously, and reserve the right to ask you for proof of your identity if you make a request.
We will not ask for a fee to exercise any of your rights in relation to your personal data, unless your request for access to information is unfounded, repetitive or excessive, in which case we will charge a reasonable amount in the circumstances.
We aim to respond to any valid requests within one month unless it is particularly complicated or you have made several requests, in which case we aim to respond within three months. We will let you know if we are going to take longer than one month. We might ask you if you can help by telling us what exactly you want to receive or are concerned about. This will help us to action your request more quickly.
Local laws, including in the UK, provide for additional exemptions, in particular to the right of access, whereby personal data can be withheld from you in certain circumstances, for example where it is subject to legal privilege.

CONTACT US

For changes, such as modifying your Personal Information where it is no longer accurate, and to exercise any of your rights, please contact gs.enquiries@alton-towers.com with the subject heading "Exercise of Data Subject Right(s)".

If you have a complaint about how we have handled your Personal Information you may contact us in the first instance, and we will attempt to resolve the issue as soon as possible. You also have the right to lodge a complaint with your national data protection supervisory authority at any time. In the UK, the supervisory authority for data protection is the ICO (https://ico.org.uk/). We do ask that you please attempt to resolve any issues with us first, although you have a right to contact your supervisory authority at any time.

Alton Towers Annual Pass

Silver, Gold & Parent and Toddler Terms and Conditions

These are the terms and conditions (“Terms”) on which we supply a annual pass to the Alton Towers Resort (“Resort”) for 12 months (“Season Pass”) to you. Please read these Terms carefully before you submit your order for any Annual Pass to us. These Terms tell you who we are, how we will provide the Annual Pass to you, what to do if there is a problem and other important information. If you think there is a mistake in these Terms, please contact us to discuss. We are Merlin Attractions Operations Limited, a company registered in England and Wales, with company number 06272935, trading as the Alton Towers Resort (“Alton Towers”) and our registered office address is Arbor Building, 16th Floor, 255 Blackfriars Road, London, SE1 9AX.

These Terms are inherent characteristics of the Annual Pass and are independent of any other contract and cannot be varied. Purchase and use of any Annual Pass is in accordance with the Resort’s regulations, copies of which are available at the Resort or can be obtained online at altontowers.com/tandcs. Please ensure that you are willing to be bound by these regulations before purchasing your Annual
Pass.

When you place an order for a Annual Pass, our acceptance of your order will take place when we email you to accept the order, at which point a contract will come into existence between you and us. We will assign a number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

A Annual Pass will only be valid when it is used and/or presented by the named holder, it displays a clear photograph which must be a true likeness of the holder and it is within the Validity Period (as defined below). Photocopies or photographs of a Annual Pass will not be accepted. Any use or attempted use of a Season Pass in breach of these Terms or the Resort’s regulations will result in the Annual Pass
being revoked without compensation. For the avoidance of doubt, pass sharing is a breach of these Terms and any attempted use of a Annual Pass by someone other than the photographed and named holder, regardless of the reason, will result in access being refused and the Annual Pass being revoked without compensation.

1. The Annual Pass permits entry to the Alton Towers Theme Park only.

2. Each Annual Pass holder will be issued with his/her own Annual Pass.

3. The purchaser of the Annual Pass must be 18 years or over.

4. The Silver Annual Pass entitles the holder to admission to the Resort from the date of issue for 12 months during the Resort’s normal theme park operating hours as updated by Alton Towers from time-time, subject to the following date exclusions and the provisions of Term 6 (“Validity Period”):

a. Alton Towers Silver Annual Pass 2026 Exclusion Dates:

February – 14^th & 15^th
April – 5^th & 6^th
May – 3^rd, 4^th, 24^th & 25^th
August – 1^st, 8^th, 15^th, 22^nd , 29^th, 30^th & 31^st
October – 17^th, 24^th, 25^th, 31^st
November – 6^th, 7^th, 8^th
December – 19^th, 26^th, 27^th

Pass excludes access to paid events.  

5. The Gold Annual Pass entitles the holder to admission to the Resort from the date of issue for 12 months during the Resort’s normal theme park operating hours as updated by Alton Towers from time-time, subject to the following date exclusions and the provisions of Term 6 (“Validity Period”):

a. Alton Towers Gold Annual Pass 2026 Exclusion Dates:

February – 14^th & 15^th
April – 5^th & 6^th
May – 3^rd, 4^th, 24^th & 25^th
August – 1^st, 8^th, 15^th, 22^nd , 29^th, 30^th & 31^st
October – 17^th, 24^th, 25^th, 31^st
November – 6^th, 7^th, 8^th
December – 19^th, 26^th, 27^th

6. The Parent and Toddler Annual Pass entitles entry to a parent or guardian to accompany a child aged 5 and under. The Parent and Toddler Annual Pass entitles admission to the theme park from the date of issue for 12 months during the Resort’s normal theme park operating hours as updated by Alton Towers.

The Alton Towers Resort Parent and Toddler Annual Pass is valid on off-peak dates, mid week theme park entry only, Restrictions dates apply.

a. Alton Towers Parent and Toddler Annual Pass 2026 Exclusion Dates:

February – 14^th & 15^th
April – 5^th & 6^th
May – 3^rd, 4^th, 24^th & 25^th
August – 1^st, 8^th, 15^th, 22^nd , 29^th, 30^th & 31^st
October – 17^th, 24^th, 25^th, 31^st
November – 6^th, 7^th, 8^th
December – 19^th, 26^th, 27^th

Parent and Toddler Annual Passholders are not entitled to free parking on any day.

Accompanying Parent pass will only be valid when presented alongside the named holder of the Toddler pass.

The Parent and Toddler Annual Pass entitles entry to a parent or guardian to accompany a child aged 5 and under. The Parent and Toddler Annual Pass entitles admission to the theme park from the date of issue for 12 months during the Resort’s normal theme park operating hours as updated by Alton Towers.

The Alton Towers Resort Parent and Toddler Annual Pass is valid on off-peak dates, mid week theme park entry only, Restrictions dates apply. To view, click HERE. Parent and Toddler Annual Passholders are not entitled to free parking on any day.

Accompanying Parent pass will only be valid when presented alongside the named holder of the Toddler pass.

b. the Resort’s fireworks event (“Fireworks”).

c. Any other paid event including Christmas

The above exclusion dates are subject to change. Please check the Resort’s opening and closing dates and times at altontowers.com/useful-info/opening-times before visit. Please note that the Alton Towers Theme Park is not open every day and not open all year round.

7. Where a Annual Pass holder presents to Alton Towers, at their own discretion, proof of disability within the Validity Period, that that customer shall be entitled to obtain a free carer Annual Pass (“Carer Annual Pass “) which enables them to bring their carer into the Resort with them at no additional cost. Carer Annual Passes are issued solely at Alton Towers’ discretion and cannot be obtained online or over the phone. The Carer Annual Pass may only be used by the designated carer when accompanying the disabled Annual Pass holder. Misuse of the Carer Annual Pass will result in both the Carer Annual Pass and the related Annual Pass being revoked without compensation.

8. Alton Towers, in its absolute discretion, reserves the right to vary the opening and closing dates of the Resort and to close, remove or cancel all or any part of the rides, events or facilities within the Resort for any reason including, but not being limited to technical, health and safety and/or operational reasons or due to special events or private functions. For the avoidance of doubt, the full value or any part of the value of the Season Pass will not be refunded nor will any compensation be payable if any of attractions at the Resort are removed or closed during the year.

9. Additional charges apply for entry into:

Any concerts taking place at the Resort;
Any themed special events taking place at the Resort, such as Fireworks;
All Christmas event openings;
Secondary attractions at the Resort including, but not limited to, the Alton Towers Dungeon, Waterpark, Extraordinary Golf, and Scarefest Mazes.
Gold Annual Passholders are entitled to free standard car parking.

10. The authorised holder of the Annual Pass must show the Annual Pass at the turnstile upon entry to the Resort.

11. All Season Passes remain the property of Alton Towers and can be withdrawn at any time. Annual Passes are non-transferable and cannot be sold, loaned or given away to or used by a third party. Access may be denied to the Resort in the event of fraud or misuse of the Annual Pass, and the Annual Pass can be withdrawn from any person whose conduct is deemed to be inappropriate in the absolute discretion of Alton Towers. Inappropriate conduct includes, but is not limited to, allowing or assisting a third party to attempt to gain unauthorised or improper access to the Resort with a Annual Pass of which they are not the valid holder. For the avoidance of doubt no refund will be given in such circumstances.

12. Possession of the Annual Pass does not guarantee entry to the Resort. The management of the Resort reserves the right to refuse admission for any reason as provided by the Resort’s regulations including, but not being limited to, the Resort reaching full capacity.

13. Entry to the Resort will not be permitted in the event a valid Annual Pass cannot be presented for any reason including, but not being limited to, the Annual Pass being lost, stolen or forgotten. Failure to present a valid Annual Pass will result in a charge of the “on the day” admission rate, which will be non-refundable. Re-entry on the same day requires a hand stamp.

14. Annual Passes cannot be used in conjunction with any promotional offer, voucher or advance booking or with any other offer, discount or retail/restaurant incentive unless explicitly stated.

15. Refunds are not available in any circumstances. This does not affect your statutory rights as a consumer.

16. Lost Annual Passes should be reported to Alton Towers immediately.

17. In the event of a lost Annual Pass, Alton Towers will re-issue a replacement Annual Pass. Up to three replacement Annual Pass can be issued during the Validity Period. An administration fee of £10 will be charged for the re-issue of each lost Annual Pass.

18. Alton Towers is entitled, in its absolute discretion, to change the price payable for its Annual Pass at any time and for any reason, and may, from time to time, offer pricing or promotional offers at the Resort.

19. Alton Towers reserves the right to vary these Terms by giving you no less than 30 days’ written notice of such variation.

20. Visitors under 12 years of age to the Resort must be accompanied by an individual aged 18 years or over.

21. Visitors under 90cm may enter the Resort free of charge

22. Height, weight, size and age restrictions and medical warnings apply to certain rides and attractions within the Resort. Admittance to rides and attractions are always subject to availability and capacity.

23. Alton Towers shall only use your details under these Terms in accordance with the fair processing notice set out in Annex A. You acknowledge that the processing is necessary for the performance of our contract with you to enable you to obtain and use the Annual Pass. Alton Towers reserves the right to use a Season Pass holder’s details to contact them in relation to service information, including, but not limited to, information about changes to these Terms, expiry and/or renewal reminders.

24. Where a Annual Pass holder provides evidence of a disability in accordance with Term 5, the Annual Pass holder acknowledges that Alton Towers will be collecting sensitive personal data (i.e. health information regarding a disability or impairment). The Annual Pass holder agrees that, to the extent that he/she has provided Alton Towers with sensitive personal data, he/she provided it deliberately and voluntarily. The Annual Pass holder also expressly consents that Alton Towers can use the sensitive personal data in order to verify the disability status and provide the services relevant to the Annual Pass, to the Annual Pass holder. Where possible, Alton Towers shall seek to minimise the collection and use of such sensitive personal data, and shall ensure that appropriate safeguards (including confidentiality agreements) are in place to protect such sensitive personal data.

25. Where a Annual Pass holder has opted-in to receive information about Alton Towers products and events, Alton Towers will use the Annual Pass holder’s details provided in his/her order for a Annual Pass for marketing purposes for its products and events. If the Annual Pass holder wishes to opt out of receiving such information, the Annual Pass holder can do so at any time by contacting Alton Towers at privacy@merlinentertainments.biz or by post at Merlin Entertainments Group, Privacy Department, 3 Market Close, Poole, Dorset BH15. Please note this can take up to 10 working days.

Alton Towers Seasonal Pass Terms & Conditions

These are the terms and conditions ("Terms") on which we supply Alton Towers Seasonal Passes ("Alton Towers Seasonal Pass") to you ("Passholder" or "you"). Please read these Terms carefully before you submit your order for any Alton Towers Seasonal Pass to us. These Terms tell you who we are, how we will provide the Alton Towers Seasonal Pass to you, what to do if there is a problem and other important information.

We are Merlin Attractions Operations Limited, a company registered in England and Wales, with company number 06272935, trading as Alton Towers Resort and our registered office address is at Arbor Building, 16th Floor, 255 Blackfriars Road, London, SE1 9AX ("Merlin" or "we"). You can contact us by writing to us at info@merlinannualpass.co.uk or Merlin Annual Pass, Chessington World of Adventures, Leatherhead Road, Chessington, KT9 2NE. If we must contact you, we will do so using the contact details you provide when you purchase an Alton Towers Seasonal Pass.

These Terms are integral to each Alton Towers Seasonal Pass and are independent of any other contract and cannot be varied (other than in accordance with Term 20.) Purchase and use of an Alton Towers Seasonal Pass is in accordance with the regulations of Alton Towers Resort. Please ensure that you are willing to be bound by these regulations before purchasing your Alton Towers Seasonal Pass.

When you place an order for an Alton Towers Seasonal Pass on www.altontowers.com, acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. We will assign a number to your order and will tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order. You will receive your Alton Towers Seasonal Pass digitally via email when purchasing on the Alton Towers Resort website: www.altontowers.com ("Website"). The purchaser of an Alton Towers Seasonal Pass must be 18 years or over (and if purchasing a Seasonal Pass on behalf of a minor (under 18s) the purchaser confirms that they are a parent or guardian of the minor and are authorised to share the minor's personal data (as set out in Term 26).

You can contact us within 14 days of entering into this contract (which happens when you purchase your Alton Towers Seasonal Pass online as described in paragraph 4 above) to cancel your contract and receive a refund. The process for this is as follows: contact us during the 14 day period with the completed model cancellation form at the end of these Terms or email us during the same period at info@merlinannualpass.co.uk. The Alton Towers Seasonal Pass starts as soon as we e-mail you to confirm your order is accepted at the time of purchase (by clicking the relevant box just before payment). If you have used your Alton Towers Seasonal Pass during the 14-day cancellation period before contacting us to cancel your Alton Towers Seasonal Pass, you must pay us the amount proportionate to the value of the services supplied before cancellation. We shall be entitled to set off any such payment you are required to make against the amount to be refunded.

We reserve the right to discontinue any Annual Pass product provided we serve you with at least 45 days’ notice.

An Alton Towers Seasonal Pass will only be valid when it is used and/or presented by the named holder, it displays a clear photograph which must be a true likeness of the named holder, and it is within the Validity Period (as defined in Term 3). Any use or attempted use of an Alton Towers Seasonal Pass in breach of these Terms or the terms of the relevant Attraction will result in the Alton Towers Seasonal Pass being revoked without a refund and/or compensation.

For the avoidance of doubt, pass-sharing is a breach of these Terms and any attempted use of an Alton Towers Seasonal Pass by someone other than the photographed and named holder, regardless of the reason, will result in access being refused and the Alton Towers Seasonal Pass being revoked without a refund and/or compensation. For this reason, you should ensure that the Alton Towers Seasonal Pass is kept in a safe and secure location where others will not have access to it.

1. The Alton Towers Seasonal Pass is valid at Alton Towers Resort only.

1.1 No other Merlin attraction will be part of the Alton Towers Seasonal Pass scheme unless expressly stated by Merlin. If you turn up to any attraction which is not listed in Term 1 above, the attraction staff have the right to reject your Alton Towers Seasonal Pass and require you to buy a non-refundable full price ticket for entry into the relevant attraction on that day.

2. The prices are notified to you before you purchase an Alton Towers Seasonal Pass. However, you are recommended to check the following link for any updates to such prices: Season Pass - Theme Park Membership | Alton Towers Resort

Subject to Terms 9, 10, 11, 12, 13 & 14, an Alton Towers Seasonal Pass entitles the holder to admission to the Attraction for a period of 3 months from the date of issue ("Validity Period") and is subject to the operating calendars of the Attraction and any applicable exclusion dates, and Term 4 below. The ʻvalid untilʼ date will be displayed on the digital Alton Towers Seasonal Pass when issued and Passholders can use their Alton Towers Seasonal Pass up to and including the ʻvalid untilʼ date. Please check Attraction opening and closing dates on the Attraction's website and the Alton Towers Seasonal Pass exclusions and restrictions set out at Terms 4 and 5 before your visit. Please note that Attractions are not open all year.
Merlin reserves the right to vary the opening and closing dates of Attractions, to require pre-booking for any Attraction (for which a small fee may apply), to impose or vary limits on the numbers of persons (or of particular categories of persons based on matters including but not limited to what type of pass or entry ticket they may intend to use) allowed to book entry for or to enter any Attraction on any given day/ at any given time, to close, remove or cancel all or any part of the rides, events or facilities within the Attraction, and to remove Attractions from the Alton Towers Seasonal Pass scheme in each case for one or more of the following reasons: technical, health and safety, legal, regulatory and/or operational reasons, temporary or permanent closure of Attractions, attractions ceasing to be owned or controlled by Merlin, or due to special events or private functions. Any such variation, requirement or other change shall take immediate effect upon its adoption by Merlin. Unless you have exercised your right to cancel your Alton Towers Seasonal Pass within 14 days of entering into this contract as described above, the full value or any part of the value of the Alton Towers Seasonal Pass will not be refunded nor will any compensation be payable if any of the Attractions become unavailable or if any or part of the Attractions (or any part of any of the Attractions) are temporarily or permanently closed or removed from the Alton Towers Seasonal Pass scheme. Merlin will endeavour to publish relevant information as soon as possible if an Attraction requires advance booking, is operating under capacity restrictions, has reached capacity, has booked out of all or certain categories of entry slots at certain times/ on certain days, is closing or where certain rides or part of an Attraction becomes unavailable. Passholders are advised to check the Alton Towers Resort website at Alton Towers Resort: UK Short Breaks, Theme Park & Waterpark and social media channels, any cancellations or closures and special events (which may have additional costs) taking place on the relevant date and/or time of their proposed visit. Please note that some Attractions are subject to adverse weather conditions and therefore Passholders are advised to check the relevant Attraction website before travelling. Terms of entry for each attraction apply, please check the attraction’s website for further detail.

4.1 Planned Maintenance Closure Dates

4.1.1 Merlin may, at any time, in its absolute discretion, add any further maintenance closures which shall be applicable to the Alton Towers Seasonal Pass.

4.2 Alton Towers Seasonal Pass Exclusion Dates

4.2.1 The Alton Towers Seasonal Pass does not allow entry to the attraction on the following dates:

Ø August – 24th & 25th

Ø October – 18th, 25th, 26th and 31st

Merlin may, at any time, in its absolute discretion, add any further exclusions which shall be applicable to the Alton Towers Seasonal Pass as determined by Merlin.

4.3 Planned Seasonal Attraction Operating Dates

The Alton Towers Seasonal Pass is subject to the operating calendars of the Attraction. Please check individual Attraction opening and closing dates on the relevant Attraction's website as outlined below. Please note that not all Attractions are open all year.

Opening Times - Theme Park & Waterpark | Alton Towers Resort

The Alton Towers Seasonal Pass may be subject to additional charges including, but not limited to, entrance fees, reservation or pre-booking fees (where applicable), parking fees, and/or booking fees for entry into:

5.1 Concerts taking place at the Attraction, any themed and/or special events taking place at the Attraction, including other events managed by third parties;

5.2 All separately priced and ticketed Halloween events, including but not limited to Scarefest

5.3 All separately priced and ticketed Christmas events, including but not limited to Alton Towers Christmas

5.4 Extraordinary Gold

5.5 The Alton Towers Waterpark

Merlin may, in its absolute discretion, add any further restrictions to the list set out in this Term from time to time which shall be applicable to the Alton Towers Seasonal Pass as determined by Merlin or in accordance with Term 4, 5 & 6.

The Alton Towers Seasonal Pass will not guarantee immediate entry to the Attraction or any event at any time. At events which allocate individual time slots for entry or where pre-booking is required, Passholders are required to book an available time slot or pre-book their entry in advance in order to access the Attraction or an event, otherwise they will not be permitted entry. Please note that all time slots are subject to availability, and that there may be different allocations of time slots for different categories of customer (eg based on ticket or pass type), so early booking is recommended. Passholders are able to book an available time slot online by registering an account at www.merlinannualpass.co.uk/prebook. When any Passholder has booked a timeslot (irrespective of Pass type), the Attraction may ask such Passholder to leave the Attraction at the end of their allocated timeslot.

6.1 Alton Towers Seasonal Passholders are entitled to up to three active pre-books, per attraction, at any one time.

7. To use an Alton Towers Seasonal Pass, the Passholder must show their digital Pass at the admissions office, turnstile or other authorised entry point of the Attraction. Entry to the Attraction by use of an Alton Towers Seasonal Pass will only be permitted if a valid digital Alton Towers Seasonal Pass can be presented, alongside a valid pre-book ticket bookable in the Passholder Pre-book Portal found at https://www.merlinannualpass.co.uk/prebook. Failure to present a valid Alton Towers Seasonal Pass will result in a charge of the "on the day" admission rate applicable to the relevant Attraction, which will be non-refundable. Re-entry to the same Attraction on the same day requires a hand stamp which will be given to the Passholder by the Attraction on exit from the Attraction.

8. Please only make bookings using your Pass if you are able to visit on that day. If you do not visit the attraction using your Pass before closing time on the day of the booking, we reserve the right to mark your Pass with a 'no show' and you will receive an email from us confirming this the same.

If you are a 'no show' three times within a 90 day period, we may also pause your Pass. If this happens, we will email you, and you will not be able to make any further bookings for 14 days after receipt of that email.

9. All Alton Towers Seasonal Passes remain the property of Merlin and can be withdrawn at any time. Passholders shall take all reasonable steps to ensure that an Alton Towers Seasonal Pass is kept secure at all times and any Alton Towers Seasonal Pass which has been lost, stolen and/or damaged should be reported to the relevant Attraction pursuant to Term 16. Alton Towers Seasonal Passes are non-transferable and cannot be sold, loaned or given away to or used by a third party. An Alton Towers Seasonal Pass will automatically be deemed void and shall be revoked without a refund and/or compensation if sold, loaned or given away or if any attempt is made to sell, loan or give it away. In the absolute discretion of the relevant Attraction, access will be denied to any or all Attractions and the relevant Passholder's pass revoked, if Merlin considers the Passholder to be guilty of (i) fraud or attempted fraud in respect of the Alton Towers Seasonal Pass, (ii) misuse of the Alton Towers Seasonal Pass (e.g. abuse of the Alton Towers Seasonal Pass benefits); and/or (iii) inappropriate conduct. Inappropriate conduct includes, but is not limited to, displaying any behaviour of any kind which is, or could reasonably be judged to be, threatening, abusive or insulting to any member of Merlin staff and/or other members of the public visiting the Attraction, or allowing or assisting a third party to attempt to gain unauthorised or improper access to any Attraction with an Alton Towers Seasonal Pass of which they are not the valid holder. For the avoidance of doubt, no refund and/or compensation will be given in such circumstances.

9.1 Merlin reserves the right to discontinue any Annual Pass product provided Merlin serve you with at least 45 days’ notice.

10. An individual who has their Alton Towers Seasonal Pass revoked in accordance with Term 9 or 13 shall be prevented from obtaining a replacement Annual Pass product and, in the future, is required to purchase a full price entrance ticket to enter an Attraction and this will be non-refundable, unless the individual has been banned from entering the Attractions or any other Merlin Entertainments properties. A year after the date an individual has their Alton Towers Seasonal Pass revoked, such individual can contact Merlin to purchase a new Annual Pass product and Merlin will assess the revocation or ban at the time. The issue of any new Alton Towers Seasonal Pass in accordance with this Term 10 is at the absolute discretion of Merlin and is subject to availability. Customers who are permitted by Merlin to purchase a new Alton Towers Seasonal Pass in accordance with this Term 10 shall be required to pay the full purchase price applicable at the time of purchase.

An Alton Towers Seasonal Pass will automatically be deemed void and shall be revoked without a refund and/or compensation if Merlin reasonably believes a Passholder to be a convicted child sex offender or subject to the notification requirements of the Sexual Offences Act 2003, or subject to the Sexual Risk Order, Child Abduction Notice, or any other restrictions or requirements that protects the safety and welfare of children, or which Merlin reasonably judges could give rise to a breach of its commitment to the safeguarding of children. For the avoidance of doubt, no refund will be given in any such circumstances.

12. An individual who has their Pass revoked in accordance with Term 11 shall be prevented from obtaining a replacement Pass and access will be denied to all or any of Merlin’s Attractions which in this instance shall be deemed to include any other resorts or attractions which may be operated by Merlin at any point in the future.

An Alton Towers Seasonal Pass that is discovered to have been purchased through illegal methods (including, but not limited to, the use of fraudulent debit/credit cards) and/or through unauthorised third party channels, will be revoked without compensation. Should you require any further information regarding Merlin's approved third party suppliers, please contact info@merlinannualpass.co.uk.
The management of the Attraction, acting reasonably, reserves the right to refuse admission, or to refuse to allow pre-booking, at any time and for any reason including, but not being limited to, the Attraction being at full capacity.
All Passholders are subject to a bag search on entry to the Attraction. Refusal to allow a search may result in access to the site being denied on the date of visit.
In the event of a lost, stolen and/or damaged Alton Towers Seasonal Pass, the Passholder should contact Merlin directly to have the relevant Alton Towers Seasonal Pass blocked. Contact details are set out at the beginning of these Terms.
Unless stated otherwise, an Alton Towers Seasonal Pass cannot be used in conjunction with any promotional offer, voucher, advance booking or with any discount or retail/restaurant incentive. The Passholder is only entitled to the discounts stated in these Terms or such other discounts as made available to Passholders at Merlin's discretion from time to time.
Once an Alton Towers Seasonal Pass has been purchased, the Passholder can only cancel the Alton Towers Seasonal Pass as described in paragraph 5 above. If you do not exercise your right to cancel within 14 days of entering into this contract as described above, your Alton Towers Seasonal Pass is non-refundable.
Merlin is entitled, in its absolute discretion, to change the price payable for its Alton Towers Seasonal Pass at any time and for any reason and may from time to time offer pricing or promotional offers for purchasing the Alton Towers Seasonal Pass at specific Attractions, online, or through third party channels. Please note that Merlin does not price match the price payable for an Alton Towers Seasonal Pass. If Merlin changes the price payable for its Alton Towers Seasonal Pass, it will advise Passholders on the website. For the avoidance of doubt, any changes in pricing will not apply to existing Alton Towers Seasonal Passes retrospectively.
Merlin reserves the right to vary these Terms by giving Passholders no less than 30 days' written notice of such variation by using the details provided to Merlin when the Passholder purchased an Alton Towers Seasonal Pass and by making a note of such changes available on the terms and conditions page of the website at Terms and Conditions | Alton Towers Resort so please review the website periodically for changes. If you do not accept the amended terms, this may affect our ability to provide certain products and services to you.
Visitors under 12 years of age to Alton Towers Resort must be accompanied, at all times, by an individual aged 18 years or over.
Visitors under 90cm may enter Alton Towers Resort free of charge when accompanied with a Passholder over the age of 18 and upon presentation of a free Under 90cm ticket bookable through the Pre-Book Portal found at www.merlinannualpass.co.uk/prebook.
Height, weight, age restrictions and medical warnings apply to certain rides and attractions. Some rides at Alton Towers Resort require visitors who only just meet the minimum height requirements to be accompanied by an individual aged 16 years or over.
All Passholders, their family members and friends entering a Merlin Attraction by virtue of a discounted entry ticket are required to comply with the booking and entry conditions (including without limitation any restrictions relating to height, weight, age (including the ages for which children are required to be accompanied by an adult) and any medical warnings) set out on Merlin's website. Passholders should check the relevant Attraction's website before booking a visit or visiting.
If Merlin fail to comply with these Terms, we are responsible for any direct loss or damage that Passholders suffer provided that such loss or damage is a direct consequence and foreseeable result of our breach, and provided that you use all reasonable endeavours to mitigate such loss and/or damage. 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 ordering process. We do not exclude or limit in any way our liability to you where it would be unlawful to do so.

Provision of Data and Merlin's Processing

26. In order to implement and manage these Terms and to enable Merlin to comply with its contractual and statutory obligations, Merlin will require to process certain Personal Data relating to each Passholder as set out in Terms 26 to 28 inclusive. This is detailed in a separate Fair Processing Notice which will be provided to the Passholder under separate cover. For further details on how this may apply in practice, the Passholder may contact Merlin using privacy@merlinentertainments.biz.

Each Passholder will be issued with their own digital Alton Towers Seasonal Pass and will be required to supply the following data: (a) their first name and surname; (b) their date of birth; (c) their residential address; (d) a contact telephone number; (e) a contact email address; and (f) a photograph which must be a true likeness of the holder, and which must conform to UK passport photo requirements.
Each Passholder will be issued with their own digital Alton Towers Seasonal Pass and, for the avoidance of doubt, will be required to supply the details listed in Term 27. The purchaser of an Alton Towers Seasonal Pass must be 18 years or over (and if purchasing an Alton Towers Seasonal Pass on behalf of a minor (under 18s) the purchaser confirms that they are a parent or guardian of the minor and are authorised to share the minor's personal data (as set out in Term 27).
If a disabled person has purchased an Alton Towers Seasonal Pass and completes an Essential Companion ticket application online, at their own discretion, providing documentation demonstrating a disability (for example by producing a doctor's letter setting out the disability, proof of receipt of disability living allowance or a disabled parking badge), that disabled Passholder shall be entitled to a free digital Essential Companion Ticket ("Essential Companion Pass") which enables them to bring their carer into the Attraction with them for free.
Essential Companion Ticket: Please see [link] for full terms and conditions of Essential Companion Tickets.
Ride Access Pass: Whilst an Alton Towers Seasonal Pass entitles the holder to admission to the Attractions, it does not automatically entitle a disabled person who is the holder the right to receive a priority entry pass for the rides ("Ride Access Pass"). Ride Access Passes are issued at the theme park Attractions and give holders priority entry to the rides so that queuing time is reduced. A Ride Access Pass will be provided at Merlin's discretion where Merlin is satisfied that that a Passholder is unable to queue at an Attraction, and provided that such Passholder is accompanied by someone aged 14 years or over. The terms and conditions of the Ride Access Pass may vary for each Attraction and therefore we recommend visiting the Attraction's website to view the terms ahead of your visit.

Fair Processing Notice

Merlin Attractions Operations Limited ("Merlin") is a British-based entertainment company, with a registered office at Arbor Building, 16th Floor, 255 Blackfriars Road, London, SE1 9AX, whose business is about creating unique, memorable and rewarding visitor experiences. A list of the Attractions and a note of the companies that make up the Merlin group which help to achieve this is available at https://www.merlinentertainments.biz/our-brands/ ("Merlin Group"). Merlin values the privacy of those individuals that it provides Alton Towers Seasonal Passes to. This fair processing notice ("Notice") sets out the basis on which Merlin processes and protects the personal data we collect from you in connection with the Alton Towers Seasonal Pass.

As Merlin is the company which was originally responsible for collecting information about you, it will be the Data Controller and can be contacted using the details set out below. You should be aware that although Merlin is principally responsible for looking after personal data collected in connection with an Alton Towers Seasonal Pass, information is likely to be held in databases which can be accessed by other Merlin Group companies, and other entities in the Merlin Group may also be Data Controllers where they control the use or processing of such data. In the context of the Alton Towers Seasonal Passes, Merlin will however be the single point of contact for all Merlin Group Data Controllers who can be contacted using the details set out below.

What personal information do we collect from you?

In relation to potential, historic customers and current Passholders, we collect "Personal Information". This refers to information which identifies or is capable of identifying you as an individual. We collect the following data directly from you in the course of administering or promoting our Alton Towers Seasonal Passes: Information that you provide when applying for an Alton Towers Seasonal Pass. Details of any concerns if you contact us with a query or issue. When you complete a survey to tell us how your experience of our attractions was and how we can improve, although you do not have to respond to them. Details of transactions you carry out to purchase an Alton Towers Seasonal Pass including your credit/debit card details.

Your name, address, telephone number and/or email address and any other data fields noted in Term 27 in order to contact you with details of your Alton Towers Seasonal Pass or in the unlikely event that we need to contact you urgently about your Alton Towers Seasonal Pass. These details are mandatory and failure to provide means that we cannot provide you with an Alton Towers Seasonal Pass.

We comply with principles of "data minimisation", and only collect the types and volume of Personal Information required to achieve the purposes set out in this Notice.

What purposes do we use your personal information for and what is the legal basis?

We will use the Personal Information we collect for the purposes of: contacting you in relation to service information, including, but not limited to, information about changes to these Terms, expiry reminders for your Alton Towers Seasonal Pass; ensuring the security and safety of our attractions as covered by your Alton Towers Seasonal Pass; and carrying out our obligations arising from any contracts entered into between you and us and ensuring we receive payment as required. We may also send you marketing materials (where we have appropriate permissions) as explained in more detail below. Merlin does not however send marketing materials to any child under the age of 13.

We will also need to use your personal data for purposes associated with our legal and regulatory obligations, including in relation to ensuring the health and safety of Passholders at any of our Attractions.
In the majority of cases, the processing of your personal data will be justified on one of the following bases: (i) it is provided for in the Alton Towers Seasonal Pass Terms and Conditions, and therefore necessary to give effect to that contract (purposes A and C described above); (ii) it is necessary for us to comply with a legal obligation (purpose B described above); or (iii) it is in our legitimate interests as a business, and our interests are not overridden by your interests, fundamental rights or freedoms (marketing purposes described below, save where opt-in consent is required by other data protection laws in which case our legal basis shall be your consent for the purpose of GDPR). That legitimate interest is our freedom to operate as a global organisation and to ensure that our Attractions are promoted.

Where an Alton Towers Seasonal Passholder provides evidence of a disability in accordance with Term 29 in order to apply for a Essential Companion Ticket or Ride Access Pass or in the event that a health and safety incident occurs at an Attraction, the Alton Towers Seasonal Passholder acknowledges that Merlin will be collecting special categories of personal data (e.g. health information regarding a disability, impairment or injury). Merlin shall only process such special categories of data where necessary to perform the contract, and where the Alton Towers Seasonal Passholder has consented to providing such data or where Merlin is relying on a specific exemption provided under local laws of EU Member States and other countries implementing the GDPR. Where possible, Merlin shall seek to minimise the collection and use of such sensitive personal data, and shall ensure that appropriate safeguards are in place to protect such special categories of personal data.

Direct marketing

We may use your personal data to send you direct marketing communications about our Alton Towers Seasonal Pass. This will be in the form of email, post, SMS or targeted online advertisements. Where we, or any members of the Merlin Group, require explicit opt-in consent for electronic direct marketing in accordance with the Privacy and Electronic Communications Regulations we will ask for your consent. Otherwise, for non-electronic marketing or where we can rely on the soft opt-in exemption under the Privacy and Electronic Communications Regulations, we will be relying on our Legitimate Interests for the purposes of GDPR as further detailed above. You have a right to stop receiving direct marketing at any time - you can do this by following the opt-out links in electronic communications (such as emails), or by contacting us at campaigns@merlinentertainments.biz. We will keep a suppression list to ensure you don't receive further marketing unless you opt-in again, but we will still send you service messages - e.g. details about attraction opening times or updates the terms linked to your Alton Towers Seasonal Pass.

How long do we keep your personal information?

Who do we share your personal data with?

We share data with other Merlin Group companies in order to carry out the purposes outlined above. We also share Personal data with third parties, which include:

Service Providers, who help manage our IT and back office systems, and assist with our Customer Relationship Management activities, such as Salesforce, Experian Marketing Services; Cheetah Digital; CTI Digital; Merkle; Avius Insight; Zen Desk; and HH Global (formerly Adare International.) Third parties that act as data processors are required to act only on our instructions as is necessary to perform services on our behalf and are required to comply with applicable legal requirements;
Social media platforms, including Facebook;
Regulators, which include the ICO, as well as other regulators and law enforcement agencies in the E.U. and around the world; and
Solicitors and other professional services firms (including our auditors).

Transfer of your personal information across borders

only transfer your personal data to countries which are recognised as providing an adequate level of legal protection in accordance with Article 45 of the GDPR; or
ensure that transfers outside the European Union are subject to an appropriate legal safeguard - for example, the EU Model Clauses pursuant to Article 46(2) of the GDPR.

Protection of your information

We have implemented reasonable physical, technical and administrative security standards to protect Personal Information from loss, misuse, alteration, destruction or damage.

Your rights

You have the following rights in respect of your personal data:
Access: to obtain a copy of your personal data together with information about how and on what basis that personal data is processed;
Rectification: to rectify inaccurate personal data.
Right to be Forgotten: to erase your personal data in limited circumstances where it is no longer necessary in relation to the purposes for which it was collected or processed;
Restriction: to restrict processing of your personal data where: (a) the accuracy of the personal data is contested; (b) the processing is unlawful but you object to the erasure of the personal data; (c) we no longer require the personal data for the purposes for which it was collected, but it is required for the establishment, exercise or defence of a legal claim;
Objection: to challenge processing which we have justified on the basis of a legitimate interest;
Portability: to obtain a portable copy of your personal data, or to have a copy transferred to a third party controller; and

We do not carry out automated decision making which would trigger Article 22, but if we do in the future, we will notify you of this and set out your related rights.

To exercise your rights you can contact us as set out below. Please note the following if you do wish to exercise these rights:

We take the confidentiality of all records containing personal data seriously, and reserve the right to ask you for proof of your identity if you make a request.
We will not ask for a fee to exercise any of your rights in relation to your personal data, unless your request for access to information is unfounded, repetitive or excessive, in which case we will charge a reasonable amount in the circumstances.
We aim to respond to any valid requests within one month unless it is particularly complicated or you have made several requests, in which case we aim to respond within three months. We will let you know if we are going to take longer than one month. We might ask you if you can help by telling us what exactly you want to receive or are concerned about. This will help us to action your request more quickly.
Local laws, including in the UK, provide for additional exemptions, in particular to the right of access, whereby personal data can be withheld from you in certain circumstances, for example where it is subject to legal privilege.

CONTACT US

For changes, such as modifying your Personal Information where it is no longer accurate, and to exercise any of your rights, please contact info@merlinannualpass.co.uk with the subject heading "Exercise of Data Subject Right(s)".

If you have a complaint about how we have handled your Personal Information you may contact us in the first instance and we will attempt to resolve the issue as soon as possible. You also have the right to lodge a complaint with your national data protection supervisory authority at any time. In the UK, the supervisory authority for data protection is the ICO (https://ico.org.uk/). We do ask that you please attempt to resolve any issues with us first, although you have a right to contact your supervisory authority at any time.

Model cancellation form

To: FAO: Merlin Annual Pass Team
Cancellation - Urgent
Chessington World of Adventures
Leatherhead Rd
Chessington
KT9 2NE
info@merlinannualpass.co.uk

I hereby give notice that I cancel my contract for the supply of the following service: Alton Towers Seasonal Pass
Ordered on …………………..

Name: …………………..
Address:………………………………………………………………….……
Signature:…………………………………… (only if this form is notified on paper)
Date: …………………………….

Merlin Annual Pass

For Merlin Annual Pass Terms and Conditions please visit www.merlinannualpass.co.uk

Accommodation

TERMS AND CONDITIONS OF ENTRY

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 Accommodation. Please assist us in ensuring our Accommodation and its facilities remain a safe place in which to enjoy fun and exciting experiences.

In these Entry Conditions, the following definitions shall apply:

Accommodation The Alton Towers Hotel, the Splash Landings Hotel, the CBeebies Land Hotel, the Enchanted Village at the Alton Towers Resort and the Stargazing Pods ;

Merlin/Us/We Merlin Attractions Operations Limited (Company No. 6272935) whose registered office address is at Arbor Building, 16th Floor, 255 Blackfriars Road, London, SE1 9AX;

All booking reservations at the Accommodation are subject to the following Entry Conditions. If you do not comply with them you may be removed from the Accommodation 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 you or arising out of your actions. Whilst inside the Accommodation, you must comply with any reasonable instructions given to you by Merlin personnel or any third party instructed on behalf of Merlin. Merlin, acting reasonably, reserves the right to vary these Entry Conditions at any time without prior notice. Please note that entry to Alton Towers theme park is subject to the theme park terms and conditions of entry and entry to the Waterpark is subject to the Waterpark terms and conditions of entry.

Child Safeguarding Policy Statement:

Alton Towers Resort offers family based experiences which attract children and young people. We are committed to creating an environment which ensures all children can enjoy themselves in a safe and secure environment that prevents children being at risk from any form of harm or abuse.

General:

For health and safety reasons wheelchairs and mobility scooters are the only transport device permitted within the Accommodation. Due to the unique nature of some areas, users of wheelchairs and mobility scooters may find access difficult. It is important that you inform us of any special access requirements prior to making a booking. You are not permitted to bring any food and/or drink into the Accommodation and only food and/or drink purchased at the Accommodation can be consumed whilst you are staying with us. Personal cooking equipment and appliances are not permitted within the accommodation. Deliveries of any nature are not permitted at the Accommodation.

All guests under the age of 18 are required to be accompanied by an adult of 18+ years in order to stay within all of our Resort accommodations.

Important Information

For the safety of all our guests, no one under the age of 18 will be admitted to the accommodation unless accompanied by an adult aged 18 years or over.
Guests under the age of 18 must remain under the supervision of an adult 18+ at all times.
The lead guest must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made.
The lead guest is responsible for making all payments due to us.

Our commitment to provide a service:

Merlin will endeavour to ensure that as many facilities as possible are available for use by guests at the Accommodation. Merlin reserves the right, without prior notice, to change the operating hours of such facilities. Any special requests with regard to rooms need to be made at the time of making your booking. Merlin shall use its reasonable endeavours to facilitate such requests, although these cannot be guaranteed. Some requests may incur extra charges which will be notified to you by Merlin. Merlin in its absolute discretion reserves the right to close the whole or any part of the Accommodation and/or any facilities within the Accommodation at any time or to restrict the number of persons staying at the Accommodation. The reason for any closure or restriction provided by this condition may include technical or operational reasons, capacity, special events or to ensure the safety and security of guests or if Merlin reasonably considers the circumstances so require. If the whole or any part of the Accommodation is closed for any of the reasons set out above Merlin shall use reasonable endeavours to notify you as soon as is reasonably practicable of such closure. Merlin reserves the right to offer a substitute booking on an alternative date in substitution for any other form of redress. Merlin reserves the right to amend a booking reservation but not to a lesser value or quality. You will be notified in writing as soon as reasonably practicable of any such amendment. If you feel dissatisfied with any aspect of your stay, please speak to the Guest Relations Manager within the Accommodation. In most cases, we will be able to help you immediately so that you can enjoy the rest of your stay. Where this is not the case, you must ensure that you record the details with the Guest Services Manager and then you should write, no later than 21 days after your departure from the Accommodation, to the Guest Relations Manager. All contact must be made by the lead booking name on the reservation, as replies will only be addressed to this person.

Our right to remove you:

Merlin, acting reasonably at all times, reserves the right to refuse admission, ban from entry or remove from the Accommodation 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 acts in an inappropriate and/or undesirable manner whilst travelling to the Accommodation whether by bus, coach or other means, where such behaviour has been reported to Merlin by a reliable independent source; has been convicted of a criminal offence relating to Merlin, or civil unrest at Merlin property/attractions, which, in the opinion of Merlin, is likely to affect the safety and/or enjoyment of other guests or staff; 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. 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 Accommodation or has displayed any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting or has previously acted in any manner which has caused any person to report that individual to Merlin; or is attempting to regain admission to the Accommodation or has been found inside the Accommodation without a valid booking reference. 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 Accommodation without any right to a refund.

Your behaviour:

Unnecessary noise or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Accommodation. Please conduct yourself appropriately at all times and comply with Merlin’s procedures and/or requests with regard to conduct and respect for Merlin’s property, its employees and guests and their health and safety. You shall not disrupt the comfort and enjoyment of other guests, the efficient running of the Accommodation or cause offence to other guests. Merlin reserves the right to refuse accommodation or services or remove you and members of your party from the Accommodation if, in Merlin’s reasonable opinion, this condition has been breached. Where this is the case, you shall have no right to a refund. Children must be supervised at all times and must not be left in guest rooms on their own.

Your Activation of the fire alarm system:

Any unauthorised activation of the fire alarm system across Alton Towers Resort accommodation site, will incur a financial penalty of £100 to be levied against the reservation owner; this includes but is not limited to; Smoking in any form such as; vapes, cigarettes and e-cigarettes, cooking or bringing heated foods into rooms (see below*), using items that produce smoke/vapour such as candles, lighters, open fires, sparklers and any other actions that breach the fire safety regulations of Alton Towers Resort.
Any tampering of the fire alarm system (including but not limited to; covering the fire head, obstructing, or limiting access to the fire system) will also yield a financial penalty of £100.
Misuse of the break glass/call points across Alton Towers Resort will yield in a minimum financial penalty of £200.
Any subsequent warnings/actions after a financial penalty has been levied and/or refusal to pay such, will result in the removal of the immediate party and any members deemed to have contributed towards the activation and/or tampering of the fire alarm system.

* Cooking equipment and any food products that require heating are strictly prohibited in guest bedrooms, this includes but is not limited to; Electrical appliances, self-heating foods such as noodles or rice and barbecues.

Your dress & appearance must be suitable for family Accommodation:

You must wear appropriate clothing (including a top and shoes) at all times whilst in and around the Accommodation. If you are wearing clothing that is indecent or likely to cause offence in any way, you will be refused entry or removed from the Accommodation.

Parking:

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. Motor homes, camper vans, caravans or any other vehicle of a similar nature are permitted at the Accommodation for the duration of your stay, but they must not be used for the purposes of accommodation. No vehicles, including motor homes and caravans, are permitted to remain at the Accommodation beyond the duration of your stay.

Security:

To prevent offensive weapons or dangerous articles from being brought into the Accommodation, you are admitted to the Accommodation subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched. It is prohibited to bring into the Accommodation 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 premises 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 Accommodation. Accordingly, intoxicating liquor may not be taken into the premises and any persons found possessing alcohol, or who appear to be under the influence of alcohol may be refused admission to the Accommodation or escorted from it without any right to a refund. The use of illegal substances is strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances will be refused admission or escorted from the Accommodation without any right to a refund. CCTV cameras are used to assist in the proper running of the Accommodation. 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 Accommodation by you are at your own risk and we accept no liability for any loss or damage to such property. As such, we recommend that you do not bring valuables to the Accommodation. Guests are not permitted to start fires or barbeques on site.

Animals:

Pets or animals of any nature are expressly prohibited in the Accommodation (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 Accommodation. 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.

Photography:

Unless it is expressly prohibited, you are permitted to take photographs and recordings within the Accommodation 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, you acknowledge that Merlin may on demand have access to photographs taken and video footage captured by you and request that certain photographs and/or footage are deleted if they are deemed to invade the privacy of or be offensive to other guests and/or staff. By accepting these Entry Conditions, you agree not to intentionally photograph and/or capture video footage of any individual (other than family and friends) without that person’s permission and you must adhere to all photography/filming restrictions in place whilst within the Accommodation. For the avoidance of doubt, you must not take photographs or capture video footage of any individual(s) in the Waterpark from any of the public areas which overlook the Waterpark. From time to time Merlin or other authorised parties carry out photography and/or video recording in the Accommodation, which may feature guests. Entry to the Accommodation is deemed acceptance of these Entry Conditions, and you therefore agree that Merlin or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be).

Accommodation:

Bedrooms at the Accommodation are available from 3.00pm on the day of your arrival and must be vacated by 10.00am on the day of departure unless otherwise stated on the booking confirmation. The person making the booking shall ensure that all occupants of bedrooms shall be made aware of the emergency fire procedures in place at the Accommodation. If using the bunk beds, the manufacturer’s recommendation states that no children under the age of six years should use the upper bunk. Photographic identification is required upon arrival at the Accommodation before check in. In addition, a credit/debit card must be provided and authorised for £50 at Reception before checking in; this will be refunded on check out. However, Merlin reserves the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Accommodation during your stay or for any items that are missing when you leave.

On arrival at the Alton Towers Stargazing Pods, we require a key deposit of £10 per pod, this will be refunded when your key has been returned to Reception before 10am on the day of your check out. If paid on card this will take 7-10 working days.

Payment:

Bookings must be made on line at altontowers.com
Payment must be made immediately in full by credit or debit card
Your booking will be confirmed by email and you will be given a booking reference
You will receive a voucher which will serve as proof of payment for both the Accommodation and Theme Park tickets, should they form part of your package. You will need to exchange these vouchers at the Pre-booked Ticket Collection Desk, located at the main Theme Park entrance to receive your entrance tickets
These vouchers cannot be resold under any circumstances and they can only be used during your stay
To redeem your entrance tickets at the theme park you will be asked for photographic identification and/or the original credit or debit card used to make the purchase of your Short Break
Any extras incurred during your stay, including dinner, will need to be settled by you on departure from the Accommodation or they will be debited from the credit/debit left at Reception on check-in.

Amendments, Cancellations and Refunds:

Changes by you

Bookings with Cancellation Protection:

If you have added our cancellation protection to your booking, you can change your stay date up to 3 days before your arrival date.

Bookings without Cancellation Protection:

If your booking is not covered with our Cancellation Protection, you can change your stay date up to 7 days before your arrival date.

Additional Information:

If you choose to change your stay date to a different date and should the new booking be more expensive, you will need to pay any additional amounts at the time of booking. Where the new booking is cheaper than your existing booking, we will refund the difference. All amounts will be either taken/refunded to the original payment method. Any refunds which are due can take up to 14 working days to be refunded. Certain products and promotional offers may be non-amendable, therefore, will be exempt from our standard terms and conditions. Any non-amendable Packages will be highlighted on the event or promotion page and Help Centre.

All other changes to your booking, including lead name, personal details, ticket entry date, and carer ticket refunds can be changed or requested up to 3 days before your arrival date. You can request these changes by telephone on 0330 2368860. We do not have a legal obligation to make such changes, but we may, at our sole discretion try to accommodate your request. Please understand that it is often not possible for us to do so as changes may depend on availability of accommodation. Please be aware some changes may incur an additional charge.

Cancellation by you

Should you or any member of your party need to cancel your booking once it has been confirmed, the party leader must immediately advise us. All cancellations must be made through Merlin and are subject to the conditions and charges (based on the total booking cost) below.

You will be charged a cancellation fee per person which reflects the losses and costs which we incur in cancelling the booking as we may have incurred costs in relation to your booking. For those who have not added cancellation protection, our cancellation charges are as follows:

Cancellation less than 3 days before arrival date

You will be charged 100% of total booking value.

Cancellation within 4 – 14 days before arrival date:

50% of total booking value.

Cancellation more than 14 days before arrival date:

25% of total booking value.

Cancellation within 24 hours of receipt of booking confirmation:

0% of total booking value.

Cancellation protection

If you add our non-refundable cancellation protection on to your booking (at the time of booking), this will protect you if you need to cancel for any reason.

Provided you cancel your booking at least 3 days before the date of your stay, then you will receive a full refund of your booking cost, minus the cancellation protection charge which is non-refundable. Please note that if you cancel your stay within 3 days of your stay, you will be charged the full cost of your booking.

Please note that 25^th and 26^th December, and 1^st January shall not be counted as a day of notice for the calculation of the minimum of 3 days' notice, so please ensure that sufficient notice is given during the festive period.

Cancellations must be made over the telephone to 0330 2368860 during our opening hours of 9am – 7pm Mon – Fri & 9am-5pm Sat – Sun. (These times may vary - please check our “Contact Us” page). Cancellation requests via email or voicemail will not be processed.

Charges and cancellation by us

Occasionally, we may need to make changes to or correct errors on websites/brochures and other details, provided that these changes are before the point of your booking being confirmed.

On rare occasions, we may have to cancel your Package and we reserve the right to do so. If we have to do so, we will notify you as soon as possible. We will also offer you an alternative Package where possible. If we cannot offer you an alternative, we will provide you with a full refund for the Package and, unless the cancellation was for Unavoidable and Extraordinary circumstances or more than 14 days before your booking, you may also be entitled to compensation for damages suffered.

Occasionally, we must make a significant change to your Package. Significant changes include the following changes when made before departure:

(a) A change of accommodation to that of a lower official classification or standard.

(b) A change of accommodation area.

If we must make a significant change, we will tell you as soon as reasonably possible. You will then have the option to:

(a) Accept the proposed change. If this results in a Package of lower quality or cost, you may be entitled to a price reduction in accordance with section 14 below;

(b) Reject the proposed change and terminate your Package with a full refund; or

If you decide to take an alternative Package, we will inform you of the impact on the price of your booking. We will give you a reasonable period of time to make your decision, which will usually be 7 days from notification of the change. If we do not hear from you within this timeframe, we shall send a reminder to you, following which we shall be entitled at our discretion to terminate the Package after a further 7 days and provide you with a refund.

If you decide to reject the proposed change and terminate your Package with a full refund, you may also be entitled to compensation for damages you have suffered.

We may not give you any of the above options in the event that a change to the purchased Package is a minor change. Please note that a change of accommodation to another of the same or higher standard usually qualifies as a minor change.

Enchanted Village Hot Tub Risk Acknowledgement and Disclaimer

You must sign the Enchanted Village Hot Tub Risk Acknowledgement and Disclaimer.

Alton Towers Waterpark

TERMS AND CONDITIONS OF ENTRY

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 Entry Conditions, the following definitions shall apply:

Attraction The Alton Towers Resort Waterpark;

Merlin/’Us’/’We’ Merlin Attractions Operations Limited (Company No. 6272935) whose registered office address is at Arbor Building, 16th Floor, 255 Blackfriars Road, London, SE1 9AX;

Please note that these Entry Conditions are subject to the rules and regulations applying to individual slides/attractions which can be found at the entry point to each slide/attraction.

You are admitted to this Attraction subject to the following Entry Conditions. If you do not comply with them you 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 you arising out of your actions. Whilst inside the Attraction, you must comply with any reasonable instructions given to you by Merlin personnel or any third party instructed on behalf of Merlin. Merlin, acting reasonably, reserves the right to vary these Entry Conditions at any time without prior notice. By entering the Attraction, you accept that you have a duty to take reasonable steps to ensure your 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.

Child Safeguarding Policy Statement:

General:

For health and safety reasons, wheelchairs are the only transport device permitted within the Attraction. Glass items including drinks bottles and perfume bottles are not permitted in the changing areas or on poolside. For the avoidance of doubt, outside food and drink is not permitted to be brought into the Attraction. To keep germs out of the pool, neither you nor any member of your group may enter the pool if you have within the last 14 days suffered from sickness and/or diarrhoea.

Our commitment to provide a service:

Merlin will endeavour to ensure that as many slides and attractions as possible are available for use by guests at the Attraction. However, Merlin reserves the right, without prior notice, to close any attraction and/or slide and/or change 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 may include technical or operational reasons, capacity, special events or to ensure the safety and security of guests or if Merlin reasonably considers the circumstances so require. Additionally, Merlin reserves the right to operate timed sessions during busy periods in order to control volume during periods of high demand. If the whole Attraction is closed for any of the reasons set out above, Merlin reserves the right to offer substitute 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 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: 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; has been convicted of a criminal offence relating to Merlin, or civil unrest at Merlin property/attractions, which, in the opinion of Merlin, is likely to affect the safety and/or enjoyment of other guests or staff; 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; climbs or stands on fences, barriers, walls, rock arrangements, structures, exhibits or any other buildings within the Attraction. Merlin reserves the right to initiate legal proceedings or prosecute any person found damaging or defacing any part of the grounds, fences, barriers, walls, structures, exhibits, fabrics or buildings at the Attraction or displaying any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting or has previously acted in any manner which has caused any person to report that individual to Merlin; or is attempting to regain admission to the Attraction or has been found inside the Attraction without a valid ticket; or 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.

Tickets/admissions:

THE ATTRACTION IS PRIVATE PROPERTY. All persons entering the Attraction must pay for admission or hold a valid ticket. The sale of tickets/vouchers by anyone other than Merlin 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. 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 and/or tickets issued as part of a stay at any of the Accommodation do not guarantee admission to the Attraction, especially during busy times. 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 those guests who are part of the group comply with these Entry Conditions. If re-entry into the Attraction is required, an appropriate hand-stamp 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. The Attraction operates a strict adult to child regulation policy in order to comply with health and safety standards and therefore any child or children up to the age of 9 years must remain under the control and supervision of an adult at all times in accordance with the following adult to child ratios:

Each child aged 4 years and under must be accompanied and supervised by a person over the age of 16;
Maximum of two children aged between 5 and 9 years must be accompanied and supervised by a person over the age of 16

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.

Your behaviour:

Unnecessary noise 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 inside the Attraction. All slides/attractions and any other facilities located at the Attraction must only be used in accordance with the relevant operator's instructions.

Your dress & appearance must be suitable for a family waterpark:

You must wear appropriate swimwear at all times whilst at the Attraction. If you fail to wear swimwear which Merlin considers to be appropriate or which is likely to cause offence in any way, you will be refused entry or removed from the Attraction. Wearing fitted t-shirts and leggings is permissible in the pool area however for health and safety reasons, such clothing is not permitted on the water slides/attractions. Guests must ensure that all swimwear is durable for use on the water slides/attractions as we do not accept any responsibility for any damage to swimwear. Babies and toddlers not toilet trained must wear swim-nappies at all times. We recommend that you remove all jewellery, including piercings, before swimming/entering the pool area.

Parking:

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. Motor homes, camper vans, caravans or any other vehicle of a similar nature are not permitted anywhere within the Attraction. No vehicles are permitted to remain in the Attraction outside the Attraction’s normal operating hours.

Security:

To prevent offensive weapons or dangerous articles from being brought into the Attraction, you are admitted to the Attraction subject to the condition that, if requested to do so, you will allow yourself and/or your 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 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 is strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances 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 you are at your own risk and we accept no liability for any loss or damage to such property. As such, we recommend that you do not bring valuables to the Attraction.

Animals:

Pets or animals of any nature are expressly prohibited in the Attraction. For the avoidance of doubt, pets or animals 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.

Photography:

You are permitted to take casual photographs within the Attraction save for in the changing areas, toilets and showers. Any photographs shall be solely for private use and shall not be sold or used for any commercial or public purpose. By accepting these Entry Conditions, you acknowledge that Merlin may on demand have access to photographs taken by you and request that certain photographs are deleted if they are deemed to invade the privacy of other guests and/or staff. By accepting these Entry Conditions, you agree not to intentionally photograph any individual (other than family and friends) without that person’s permission and you must adhere to all photography restrictions in place whilst within the Attraction. For the avoidance of doubt, you must not take photographs or capture video footage of any individual(s) in the Attraction from any of the public areas overlooking it. Video recording of any nature is not permitted in any area of 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 you therefore agree that Merlin or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be).

Promotions

Terms and conditions of competitions:

The Promoter is Alton Towers Resort, Farley Lane, Staffordshire, ST10 4DB.
The prize draw is open to members of the public aged 18 years or over, except employees of the Promoter, their families, agents or any third party directly associated with administration of the prize draw.
All entries must be submitted before the competition’s specified Close Date.
The Promoter accepts no responsibility for entries not successfully completed due to a technical fault [technical malfunction, computer hardware or software failure, satellite, network or server failure of any kind. Any incomplete purchases will not be considered valid for entry into the prize draw. The Promoter accepts no responsibility for any entries which are not completed for any reason.
A winner will be chosen by random draw performed by a computer process within 14 days of a specified close date.
The prize for the winner is non-exchangeable, non-transferable and no cash alternative is offered.
The decision of the Promoter regarding any aspect of the prize draw is final and binding and no correspondence will be entered into about it.
Participants are deemed to have accepted and agreed to be bound by these terms and conditions upon entry. The Promoter reserves the right to refuse entry, or refuse to award the prize to anyone in breach of these terms and conditions.
The prize is subject to Alton Towers Resort's normal terms and conditions of entry found on the official website
The Promoter reserves the right to hold void, cancel, suspend, or amend the promotion where it becomes necessary to do so.
Insofar as is permitted by law, the Promoter, its agents or distributors will not in any circumstances be responsible or liable to compensate the winner or accept any liability for any loss, damage, personal injury or death occurring as a result of taking up the prize except where it is caused by the negligence of the Promoter, its agents or distributors or that of their employees. Your statutory rights are not affected.
If you are the winner of the prize draw, you agree that the Promoter may use your name, address and town or county of residence to announce the winner of this competition and for any other reasonable and related promotional purposes.
If there is any reason to believe that there has been a breach of these terms and conditions, the Promoter may, as its sole discretion reserve the right to exclude you from participating in the competition.
The prize draw will be governed by English law and entrants to the prize draw submit to the jurisdiction of the English courts.

Food & Drink

PLEASE NOTE, IF YOU HAVE ANY ALLERGEN REQUESTS PLEASE ORDER AT THE RESTAURANT

These Terms and Conditions (the "Terms") set out the terms on which , Secret Garden Restaurant, Crooked Spoon Restaurant, Flambo’s Jambo Restaurant, Dragons Bar, Ma Garrita’s Bar and Musical Meadow Bar, Burger Kitchen Mutiny Bay and Just Chicken which are part of Merlin Attractions Operations Limited (which also owns this mobile application), a company incorporated in England and Wales under company number 06272935, whose registered office is Arbor Building, 16th Floor, 255 Blackfriars Road, London, SE1 9AX and is located within Alton Towers Resort , Alton, Staffordshire, ST10 4DB (VAT No. 723 6878 07) ("Restaurant", "we" or "us"), sell food and beverages that it serves at its premises ("Food") to you via this mobile application.

By placing an order of Food on this mobile application ("site"), you agree to be bound by these Terms, which apply to you and the Restaurant. Please read these Terms carefully before placing any order on this site.

Please refer to our privacy policy for how we collect and user your personal information.

1. Terms of sale

1.1 You must be 18 years of age or older to place any order on this site.

1.2 On this site, you can place an order for the Food you wish to purchase and collect from the Restaurant in person by providing your details and paying for the Food via the payment page which you are taken to during the order process. To do so, you must have your account opened on this site by following the relevant instructions on the site and be logged into your account when placing your order.] The means of payment that you can use to purchase any Food on this site are shown to you on this site during the order process.

1.3 Prices on this site are inclusive of VAT unless VAT is shown separately in the breakdown of the payment due when you place your order.

1.4 Any discount (if any) that may apply to your purchase must be claimed before you make your payment by providing the relevant discount code during the order process and your valid original Standard Merlin Annual Pass or Premium Merlin Annual Pass card must be presented when you collect your order at the Restaurant. If you use the discount code during your purchase but fail to present your valid original membership card at the Restaurant, you are not entitled to the discount and must pay to the Restaurant the amount that was reduced from the price of the Food at the time of purchase by way of a discount in order to collect your Food.

1.5 You will also be able to indicate the time at which you wish to collect your Food from the Restaurant during the order process ("Collection Time"). Collection Time is an estimate and, whilst the Restaurant will make reasonable efforts to have the Food ready for you to collect at the time chosen during the order process, you may need to wait at the Restaurant to collect your Food (for example in the queue that may exist at the relevant time). You must arrive at the Restaurant by the Collection Time and collect your Food from the Restaurant. If Food is not collected within 10 mins of the Collection Time, it will be discarded and product will need to be made again when you collect. In addition to collecting your food, delivery will be available to your hotel room. Wait times are estimated and are subject to change based on demand and peak operating hours.

1.6 Sale of Food is subject to availability which changes from time to time. Whilst we make every effort to ensure that only the Food that can be collected from the Restaurant at the Collection Time will be shown on this site as the item that can be ordered for purchase, the Restaurant may not be able to provide what you have ordered or there may be delays in the Food supplied for collection due to things which are outside the Restaurant's control. If the Restaurant cannot make the Food you ordered available for collection at the Restaurant, the Restaurant will let you know [at the time of collection] and give you a full refund for such item using the same payment method that you used when placing your order.

1.7 For information on ingredients and in relation to food allergies, please refer to information provided on the App. Please speak to a member of staff about the ingredients in your meal before ordering.

1.8 Once you have placed your order on this site, you do not have the right to cancel or vary your order. If you wish to cancel or vary your order, and request this at the Restaurant in person, the Restaurant has discretion in agreeing to your request and may agree to your request. However, the Restaurant does not have any obligation to accommodate your request and has no obligation to give a refund or offer an alternative product in place of the Food you have ordered on this site.

1.9 The contract for sale of Food by the Restaurant to you is concluded between you and the Restaurant when we send you an email confirming your order. Please keep this email confirmation as your receipt and present it when you collect your Food at the Restaurant.

1.10 The Restaurant is under a legal duty to supply Food that is in conformity with this contract.

1.11 The Restaurant only supplies the Food for private use. You must not place an order for any commercial, business or resale purposes.

1.12 If the Restaurant fails to comply with these Terms and/or contract between you and the Restaurant, we will not be responsible for losses that were not foreseeable to both you and us when this contract is made, losses which were not caused by any breach on our part or business losses or losses to non-consumers. Nothing in these Terms however do not exclude or limit our liability for death, personal injury arising from our negligence or our fraud.

2. Governing law and jurisdiction

This contract and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with English law.

Any dispute or claim arising out of or in connection with this contract, its subject matter or formation shall be subject to the non-exclusive jurisdiction of the English courts.

3. Contact us

For any queries in relation to the sale of Food on this site (other than the cancellation or variation of your order to which clause 1.8 above applies), please contact us at gs.feedback@alton-towers.com

Claims Notifications Enquiries

The UK Employers Liability Insurance Policy and the Global Public Liability Insurance Policy are both held with Chubb European Group Limited under Policy Number UKCANC33447.

Claims are administered by McLarens and should be submitted via the claim's portal. The portal ID is D00357.

If you do not have access to the claims portal, claims should be submitted to merlin.tpa@mcclarens.com.

This offer is available exclusively to guests who stayed at any onsite accommodation at Alton Towers Resort during 2023 or 2024, excluding stays during the Christmas periods. Exclusion dates are as follows:

2023 Christmas dates: 24/11/2023, 25/11/2023, 26/11/2023, 01/12/2023, 02/12/2023, 03/12/2023, 08/12/2023, 09/12/2023, 10/12/2023, 15/12/2023, 16/12/2023, 17/12/2023, 18/12/2023, 19/12/2023, 20/12/2023, 21/12/2023, 22/12/2023, 23/12/2023, 27/12/2023, 28/12/2023, 29/12/2023, 30/12/2023, 31/12/2023, 01/01/2024, 02/01/2024, 03/01/2024, 04/01/2024, 05/01/2024.

2024 Christmas dates: 29/11/2024, 30/11/2024, 01/12/2024, 06/12/2024, 07/12/2024, 08/12/2024, 13/12/2024, 14/12/2024, 15/12/2024, 16/12/2024, 17/12/2024, 18/12/2024, 19/12/2024, 20/12/2024, 21/12/2024, 22/12/2024, 23/12/2024, 27/12/2024, 28/12/2024, 29/12/2024, 30/12/2024, 31/12/2024, 01/01/2025, 02/01/2025, 03/01/2025, 04/01/2025, 05/01/2025.

Eligible guests will receive a code to get £30 off their 2025 stay via email on 2nd January 2025. Discount codes must be redeemed within 30 days of receipt and will expire at 23:59 on 31st January 2025. The code may be used towards the cost of a short break for any stay date in 2025, subject to availability. To redeem the code, guests must book a short break using the standard booking process and enter their unique code at the checkout stage. The code may only be applied to one booking and cannot be combined with any other discount codes. However, it may be used alongside other promotions, discounts, or offers, provided the terms and conditions of all applicable promotions are met in full.

The code is issued by and can only be redeemed with Alton Towers Resort. It may only be used for a discount off an Alton Towers Resort onsite short break and cannot be used at any shops or restaurants at the resort, to purchase stand-alone attraction day tickets, to purchase gift codes, or for any other purpose. Gift codes are non-transferable and cannot be resold, refunded, or exchanged for cash for any reason.

This offer is subject to availability, and Alton Towers Resort reserves the right to amend or withdraw the offer at any time without prior notice. Full Short Break Terms and Conditions, as well as Theme Park Terms and Conditions, apply to all bookings and can be found here.

Bookings made prior to the receipt of the codes are not eligible for adjustment or reimbursement. If a booking made using the code is cancelled, a new discount code will not be issued, and the original discount code will no longer be valid.

Guests should note that all offers and codes are subject to change or withdrawal without prior notice in the event of unforeseen circumstances.

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