tERMS & CONDITIONS
Welcome to Museum of Gloucester’s terms and conditions. The following terms govern our contract with you when you attend the museum, purchase tickets or gift shop items, and lots of other ways in which you interact with us. It also includes our Customer Code of Conduct, which explains what is and isn’t acceptable behaviour in our building.
TICKETING TERMS
By purchasing tickets to Museum of Gloucester (hence ‘the Museum’), you are accepting the following terms and conditions and agreeing to be bound by them, and to comply with all applicable laws and regulations. These terms do not affect your statutory rights. Please read the following terms carefully.
GENERAL
The purchase of a ticket regulates access to events and exhibitions named at the stated date and time. All attendees must show a valid ticket, either digital (e-ticket) or physical (home printed e-ticket or care of Welcome Desk ticket), to gain access to Museum events.
You will need to create a customer account when purchasing tickets online, through the Museum ticketing site.
If purchasing tickets in person at the Museum, you will be asked to provide your full name and email address at point of purchase to our team. This helps us manage any queries to do with your ticket purchase, and to properly track purchases within our system. You have the right to refuse to give your personal information, and the team can still issue you with a ticket. However, without a name or an email address, we cannot amend your booking in the event of an problem, and we cannot process refunds or exchanges.
You will receive your e-ticket via email, or by retrieving it from your customer account. Physical tickets may be printed at the Welcome Desk by the team, though restrictions apply. Physical tickets will be printed in the event of in person guest check-out. The Museum will not post physical tickets.
We reserve the right to change advertised ticket prices according to demand at any time.
A 5% booking fee is applied to all advertised ticket prices when booking online and over the phone. This fee is invested in the running of the Museum website and ticketing services, covering costs such as staffing, administration, technical services, and other activities to ensure our customers have the best possible experience when purchasing their tickets.
As of January 2025, you must not resell any tickets or use the tickets for advertising or for any other trading purposes.
You must not purchase more tickets than you require. If we reasonably believe a bulk purchase of tickets has been made for trading purposes, we reserve the right to cancel those tickets without notification.
We will not replace lost or stolen tickets. You can always access e-tickets through your customer account or request them reissued via the Welcome Desk.
From January 2025, all tickets must be purchased directly online via the Museum ticketing site or in person via the Museum’s Welcome Desk, both powered by Gloucester City Council's ticketing platform, Ticketsolve, or from authorised third party sites where an external promoter of an event is selling tickets for their event (e.g. Gloucester History Festival)
Only holders of valid tickets will be admitted to events and exhibitions at Museum of Gloucester. Fake or counterfeit tickets will be voided, and admission refused.
Resale of tickets is not permitted, other than in the event of a sell-out where the Museum team may manage resales. Should an event or exhibition sell-out (defined by customers being added to the event’s waiting list), we may consider allowing resale of returned customer tickets, at management’s discretion. In this case, the team may be permitted to refund tickets and release them for sale to customers on the waiting list. All other resale is not permitted.
We do not bear any liability for tickets purchased via an unauthorised third party. We will not issue refunds or exchanges for fake, counterfeit, or unauthorised third-party tickets.
We will allow admission for tickets purchased via authorised third parties including external promoters, organisers and producers (e.g. Gloucester History Festival). However, we do not bear any liability for tickets purchased via these authorised third parties. You are bound by the terms of sale of that third party and any refunds or exchanges must be organised with the third party.
REFUNDS & EXCHANGES
Tickets cannot be refunded unless an event or exhibition slot is cancelled.
If refunds are given, liability is limited to the value of the ticket price only. You will not be reimbursed for any additional fees, transport and accommodation costs, or other costs incurred by you in relation to the event.
Tickets may be exchanged from one instance of an event to another in the same run, where there are multiple instances in a run (e.g., tickets for an exhibition slot on a Saturday may be exchanged for equivalent tickets for a slot on the Sunday), where availability allows, though this must be done via Museum of Gloucester’s Welcome Desk, at Management’s discretion.
Exchanges cannot be completed if you have missed a pre-booked event or exhibition timeslot. You will have to purchase a new ticket.
After a pre-booked event or exhibition timeslot is 15 minutes into its running time, customers will not be able to purchase, refund or exchange tickets for that timeslot. You will have to book for the subsequent timeslot.
Exchanges for full price tickets to tickets that are temporarily listed for a lower price due to a promotion or offer are not permitted. Exchanges may only take place between equivalently priced tickets for a single event and not between different events.
Adult and Child tickets and other tickets of differing prices within a given pricing scheme are not exchangeable.
Fake, counterfeit, or unauthorised third-party tickets will not be considered for refund or exchange.
The Museum will not exchange, or refund tickets purchased via an authorised third party (e.g. Gloucester History Festival). The terms of sale for these tickets are with the third party and any refunds or exchanges must be organised with third party.
Refunds cannot be issued for non-attendance or lateness, and will not be considered for reasons like customer illness, traffic delay or other customer-related problems outside the Museum’s control.
CANCELLATION
Events may be cancelled due to the following conditions:
Unavailability of large portions of the advertised programme, artist(s), facilitators/practitioners, or exhibition content.
Unavailability of staff, where such unavailability may lead to the event being unsafe or the Museum having to close.
Where the event producers and Museum staff agree that the event should no longer proceed.
In these circumstances a refund will be issued but liability is limited only to the value of the ticket price above, as per the previous section on Refunds & Exchanges.
Events and exhibitions may be cancelled due to circumstances beyond the control of the producers and Museum, including but not limited to:
Extreme weather (including flood, drought, wildfire, extreme air pollution).
Widespread loss of power and/or availability of safe drinking water, due to an issue outside of the building owner’s control.
Major security incidents, where security services ask for the suspension of the event and/or closure of the Museum.
In these circumstances, no refund will be issued, as liability does not sit with the Museum.
FORCE MAJEURE
If a force majeure event gives rise to a failure or delay in us performing any obligation under these terms and conditions, that obligation will be suspended for the duration of the force majeure event.
If we become aware of a force majeure event which gives rise to, or which is likely to give rise to, any failure or delay in us performing any obligation under these terms and conditions, we shall:
notify you promptly; and
inform you of the period for which it is estimated that such failure or delay will continue.
If the performance of our obligations under these terms and conditions is affected by a force majeure event, we shall take reasonable steps to mitigate the effects of the force majeure event.
BUYING TICKETS
Online - buy your tickets through the Museum of Gloucester website.
Phone - call 01452 396131 to buy via the Museum’s Welcome Desk.
In Person - at the Museum’s Welcome Desk (Brunswick Road, Gloucester, GL1 1HP)
WELCOME DESK OPENING TIMES
You can book online 24/7.
If you need to speak to someone regarding your tickets, or to book through the team, the Museum’s Welcome Desk is open weekly, Tue - Sat, 10:00 - 17:00 (Sun 11:00 – 16:00).
TICKET TYPES
Ticket types vary across the Museum’s programme. Ticket types will be clearly explained on event webpages and on ticketing site pages and can be explained by Museum staff when booking in person. All ticket types are bound by the terms above.
Common Ticket Types include but are not limited to:
Standard – this is a regular ticket that allows you access to an event or exhibition. It is a core ticket type for most events.
Standard+ – This ticket type enables the Museum to maintain the Open Concession ticket type. It includes a Standard ticket as well as an additional payment that is used to maintain our accessible tickets.
Open Concession – to provide access at a lower price than the standard price. Customers do not need to prove why they need a reduced-price ticket when they choose this one.
Family – this ticket is a group ticket for four people where at least one is a child. It is designed to encourage family groups to attend events, and as such will be priced to provide approximately 10% off the lowest priced combination of four tickets (usually 3 child tickets, 1 adult ticket).
Adult and Child tickets: there is an adult and child variant for a ticket type and may be listed as their own ticket types.
Adult tickets are for those aged 16 and above.
Child tickets are for those aged 6-15. These must be booked by an appropriate adult.
By booking either Child ticket or any other ticket for a person aged 6-15, you are confirming that you are the carer, parent, legal or nominated guardian, or otherwise appropriate adult in relation to the young person whom you are buying for. These tickets must be booked by an appropriate adult.
Child ticket holders, or holders of other tickets for a person aged 6-15, must not be unaccompanied in the Museum at any time.
Carer/Assistance tickets: we provide free tickets to those customers who require assistance or a carer to enable them to attend the event. These are not available online at present, though we are working to enable this. If you would like to book a Carer / Assistance ticket, please contact the Welcome Desk via phone at 01452 396131 or via email at museum@gloucester.gov.uk, so we may add you to our Access Register and ensure you can book the tickets you need.
Subject to additional payment on site for all ticket types: food and drink, merchandise.
DISCOUNTS
10% off Groups of 10: booking 10 tickets means you will receive 10% off all 10 tickets. These tickets must all be to the same event. To purchase for very large groups, please contact the Box Office on 01452 396131.
Discount Terms
Discounts listed above will only apply if you meet the required conditions for those discounts in your basket, so make sure you add all the tickets you wish to purchase, and all the days you wish to attend to your basket before you checkout. We cannot retrospectively apply discounts to your tickets if you buy in multiple transactions and the discounts have not applied originally.
The basket will automatically calculate the total applicable discount based on what you have placed in your basket. Discounts are prioritised to give you the greatest possible discount for your selected basket of tickets.
Discounts do not stack.
We reserve the right to change or remove discounts at any time without any prior notice.
We reserve the right to introduce new discounts or promotional offers without offering those new discounts or promotional offers to existing ticket holders.
We reserve the right to re-price tickets without offering new prices to existing ticket holders.
Promo codes: In the lead up to an event, we may issue promo codes through partners, publications or via our own marketing materials. These codes will carry their own terms when issued. They cannot be retrospectively applied for existing ticket holders.
PRIVACY AND DATA
We respect your privacy and protect all personal information you provide when buying tickets.
We will only ever use the data you provide to deliver ticketing and event services and provide you with necessary information about the events you have purchased tickets for. We do not forward data or share access to our database with external entities, including third-party marketing providers.
We do not provide a guest checkout online.
Where you choose to opt into marketing communications, Museum of Gloucester will keep you informed about upcoming events, relevant news and offers at the Museum.
Museum of Gloucester is brought to you by Gloucester City Council. Your personal data will be processed by and held securely in the Guildhall database, powered by Ticketsolve. Gloucester City Council is the Controller of the information we hold about you and as such makes the decision about how your information is used. The use of your data is covered by Gloucester City Council’s Privacy Policy. Read it here.
You have certain rights over the information we hold about you. If you've any queries on how your personal information may be handled, you can contact Gloucester City Council here.
GIFT SHOP AND CAFE TERMS
By purchasing items from the Museum of Gloucester Gift Shop and/or Café, , you are accepting the following terms and conditions and agreeing to be bound by them, and to comply with all applicable laws and regulations. These terms do not affect your statutory rights. Please read the following terms carefully.
GENERAL
You will need to create a website account when purchasing gift shop items online, through the Museum shop website. This account is not linked to ticketing customer accounts and these systems are not interoperable.
If purchasing items in person at the Museum, you will not be asked to provide personal information, unless to aid in the completion of your purchase (e.g. to manually enter card details in the event of a failure of chip and PIN).
You will have the option to receive a receipt for your purchase, either via email online or printed in person.
We reserve the right to change advertised item prices at any time.
You must not use items purchased at Museum of Gloucester for resale or any other trading purposes.
You must not purchase more items than you require. If we reasonably believe a bulk purchase of items has been made for trading purposes, we reserve the right, without notification, to cancel your order, or refuse to facilitate the sale in person.
We will not replace lost or stolen items.
Items can only be purchased directly online via the Museum website, powered by Squarespace’s eCommerce platform, or in person via the Museum’s Welcome Desk, powered by Gloucester City Council's EPOS platform, ECR.
We do not bear any liability for Museum of Gloucester-branded items purchased via unofficial resale and unauthorised third parties, or for fake, counterfeit, or unauthorised third-party items, and cannot issue refunds or exchanges for these items.
Items bought online via the Museum website will include a handwritten postcard.
Adopt an Object purchases are non-refundable.
Donations made to the Museum via coin boxes, donation stations, Ticketsolve, ECR or via any other donation method are non-refundable.
REFUNDS & EXCHANGES
You must present a valid proof of purchase (e.g. order confirmation or receipt) and your original payment method when asking for a refund or exchange.
All refunds and exchanges must be completed in person at the Museum Welcome Desk.
If a card has been used for payment, for any refund it will take 3-5 days for money to be returned to your bank account.
All Gift Shop items, apart from Adopt an Object purchases and donations, can be refunded or exchanged within 30 days of purchase if they are unused and in the same condition as when purchased, with their original packaging.
Where a Gift Shop item has been sold in a provably defective condition, you may be eligible for a refund or exchange up to 90 days following your purchase. This may be issued at the discretion of the Front of House Team Leader and is not guaranteed.
Cafe items can be refunded on the day of purchase, provided they are unopened and in their original sale condition.
Ice creams may not be refunded after 10 minutes have elapsed since their purchase.
Hot drinks, unpackaged food and fruit may not be refunded unless there is a problem with them, at which point a refund or exchange may be issued at the discretion of the Front of House Team Leader.
Items may be directly exchanged for alternative versions of the same product (e.g. different colours of a pen), but not different products. Exchanges must be processed via the Welcome Desk.
If refunds are given, liability is limited to the value of the item price only. You will not be reimbursed for any additional fees, transport costs, or other costs incurred by you in relation to the sale or refund of the item.
Exchanges for full price items to items that are temporarily listed for a lower price due to a promotion or offer are not permitted.
Billy Chip tokens are non-refundable.
GENERAL TERMS
By attending an event or exhibition at Museum of Gloucester, you and guests understand and agree to being filmed, photographed and/or recorded in relation to the Museum and the event, and/or for security and safety reasons, including by the police. You understand and agree that photographs, audio/audio-visual recordings, films and other media produced as a result may be used by the event organisers for any purpose in any and all media at any time throughout the world in perpetuity (however, you may object by specific request to such use by emailing us here).
We do not take responsibility for any lost or damaged belongings.
We reserve the right to cancel or change a part of an event or exhibition’s content, vary advertised timings, and otherwise make changes to an event, without providing refunds.
All food and drinks consumed at Museum of Gloucester must be bought within the Museum (with the exception of baby food and drinks stored in reusable water bottles).
Unless otherwise indicated, all graphics, logos and commercial markings are registered trademarks. You may not use, copy, reproduce, republish, upload, post, transmit, distribute, or modify any Trademarks in any way, including in advertising or publicity pertaining to or distribution of materials, without prior written consent.
Management reserve the right to make changes to these Terms & Conditions at any time without prior notice, though customers will only be bound by terms as stated at the time of their purchase. Online, you will be asked to accept these terms at time of purchase.
Please email all suggestions, comments, and complaints here.
The Museum will clearly mark any events that may have distressing content or effects that may cause or exacerbate medical conditions (e.g. strobe lighting) events at point of purchase and in the Museum. You attend any of these events at your own risk.
Age guidance is not binding but advisory. Parents may choose to ignore stated age guidance, though the Museum accepts no liability in this case. Where customers must be over 18, we reserve the right to restrict admission to those without valid ID.
Stated start times do not include a door time. Door times vary for different types of events and exhibitions at the Museum. Always attend ahead of an event to ensure you do not miss anything. The Museum accepts no liability for content missed by latecomers, and will not provide refunds or exchanges in this case.
ADMISSION
Right of admission reserved.
Security searches may be carried out and access to Museum and admission may be refused unless you agree to a search.
We will refuse admission to a ticketed event or exhibition without a valid ticket. You need your ticket as it will be scanned on entry to an event in one of our spaces. You can login to your account on the Museum website or contact the Museum of Gloucester Welcome Desk (01452 396131) to retrieve a booking and have your e-ticket reissued.
Fake or counterfeit tickets will be voided and admission refused.
We may require proof of age to match you to your ID upon admission. Please bring ID with you to events with age guidance. Failure to provide ID when asked could result in you being asked to leave an event. We accept:
In-date provisional or full driver's licence.
A Proof of Age Standard Scheme Card (including the PASS hologram).
A valid in-date passport. We will not accept a photo or photocopy.
Latecomers may be refused admission or be admitted at a suitable point, depending on the nature of the event, at Management’s discretion.
Tickets for specific timeslots are not valid for other timeslots. You will be asked to leave an event or exhibition space at the end of your booked timeslot.
EXPECTED CUSTOMER BEHAVIOUR / CODE OF CONDUCT
We want Museum of Gloucester to be safe and enjoyable for all. It is for everyone. This means we have a strict set of expected customer behaviours, and anyone who falls short will be ejected from events and the building without refund.
We do not accept unauthorised access. Entry to events without a valid ticket is not permitted.
We do not tolerate anti-social behaviour.
We do not tolerate indecent behaviour, such as intentional damage of our property, engaging in sexual acts in public or public urination.
We do not tolerate abusive behaviour, use of insulting or offensive language or intentional use of threatening language targeted at an individual or a group.
We do not tolerate harassment, discrimination, theft.
We do not tolerate possession, consumption, or supply of illicit alcohol brought into the building against our terms and conditions.
We do not tolerate possession or consumption of illegal substances either inside the building, or its immediate vicinity.
We do not tolerate possession of offensive weapons.
Individuals who are non-compliant and respond negatively to instructions provided by staff will face ejection from the Museum.
Prohibited items include: Fireworks, laser pens, flares, illicit drugs, or legal highs including nitrous oxide, Animals (with the exception of assistance dogs), Glass, Glitter, Hi-Vis waistcoats or vests, Bicycles or scooters, Food & drink purchased outside of the Museum (with the exception of baby food and drinks stored in reusable water bottles), Pens or Paint, anything that could be considered an offensive weapon or could cause danger or nuisance.
We reserve the right to restrict access if our security searches prove you are intending to or are already accessing the Museum against our code of conduct. If need be, we can ask for police assistance, and you might face prosecution.
Page last updated: 31 Mar 2025