Terms & conditions

General

• The Old Royal Naval College reserves the right to refuse service to anyone that does not respect our site, staff or other visitors. 
• Stilettos are not to be worn in the Painted Hall as they may damage the historical flooring.
• It is against the law to smoke in any of our buildings. The use of e-cigarettes is also prohibited.

Your tickets 

• Tickets are non-refundable once purchased.
• Exchanges may be possible if requested at least 72 hours before the date of visit or event.
• Gift Aided tickets cannot be refunded under any circumstances, as HMRC considers the payment a donation. For more details, please see government guidance here.
• Annual Passes and Day Tickets are non-refundable, however unused tickets can have their start date adjusted.
• Only tickets purchased through the Old Royal Naval College Box Office or approved agents are valid for admission.
• Reselling a ticket makes it void and the ticket holder may be refused entry.
• Some events may have specific conditions of sale. These will be listed on the event pages for that event on our website and it is your responsibility to check this before purchase.
• Tickets may be restricted to a maximum number per person for certain events.
• The Old Royal Naval College reserves the right to make alterations to the advertised programme.
• Lost or damaged tickets will not be replaced.
• Complimentary tickets (e.g., for guides, carers, or coach drivers) are valid only for the specific event they were issued for and cannot be exchanged for other products.
• Tickets have no monetary value and cannot be resold.

Cancellations or changes

• In the rare event that an event is cancelled, rescheduled, or the site is unexpectedly closed, we will reach out to all ticket holders ahead of the original event date to provide alternative options. To ensure we can contact you, please double-check your details when booking your ticket.
• From time to time, certain areas of the Old Royal Naval College may be closed for maintenance or technical reasons. While refunds or compensation are not offered in these instances, we’d be happy to help reschedule your visit.

Children

• Tickets are required for all children.
• Children 16 and under must be accompanied by an adult aged 18 or over.
• Check age restrictions for specific events on our website.

Universal day credit tickets

• Reduced-price tickets are available for Universal Credit holders for General Admission tickets and some events. They can be booked online or in person. Proof of eligibility will be required.

Third party ticketed events

Events managed by third-party promoters (e.g. Ticketmaster) may have different terms. Contact the event organiser directly for refund or exchange enquiries. The Old Royal Naval College cannot assist with refunds for tickets purchased through third parties.

Annual Pass

General Admission day tickets purchased via approved agents cannot be upgraded to an Annual Pass.

Discounted promotional General Admission day tickets cannot be upgraded to an Annual Pass irrespective of point of purchase. This includes (but is not restricted to) percentage off campaigns, buy-one-get-one-free offers, external organisation membership discounts and group tickets.

Learn more about Annual Passes.

Group visits

Groups of 10+ adults qualify for bulk-buy discounts (10–25 people). For larger groups larger than 25 or private access, contact the Box Office on 0208 269 4799 or email boxoffice@ornc.org.

Groups must confirm bookings 21 days before the visit.

• Cancellations with more than 10 days’ notice: Free.
• Cancellations within 10 days: 50% refund (excluding catering).
• Catering-inclusive bookings cancelled within 14 days: Non-refundable.

VAT invoices will be issued for group bookings and are payable within 30 days after the visit date.

Multimedia audio guides for large groups are not guaranteed; expert guide bookings are recommended.

Photography

Photography is permitted for private use only and subject to restriction where stated. Please read our guidelines for more information.

Commercial filming is not permitted without prior permission. 

Your data security

Financial transactions for online ticket orders are processed via Opayo (formerly known as SagePay) All transaction information passed between merchant sites and Opayo’s systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted, and any response messages sent to our servers from Opayo are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing passed by us to Opayo’s servers can be examined, used or modified by any third parties attempting to gain access to sensitive information. 

We collect information about you to process any orders (which may include contacting you to advise of any situation which may directly affect your visit). We will also use this information to manage any accounts and, if you agree by giving us your consent, to email you with updates about our latest news, events and offers which we think may be of interest. 

If you have signed up to hear more from us, we may also use your information to improve the relevancy of our marketing communications. We will never sell your information or share it with third parties. 

Any personal data received as part of our booking process is stored securely on systems that hold the following certifications: 

• ISO 27001:2013 (UKAS)
• ISO9001 • HIPAA (for USA data)
• Government G-Cloud
• NHS Information Security
• Cyber Essentials

We will keep your personal information regarding online ticket purchases for two years. 

Policy changes

We reserve the right to amend or revise this policy at any time without notice. Any changes apply to your ticket purchase with immediate effect from the date of publication on our website.