Terms And Conditions

Overview

• These Booking Terms & Conditions apply to all bookings for, and visits to, Phantom Peak, operated by Phantom Peak (Stratford) Limited which is part of the League of Adventure Group Limited ('Phantom Peak', ‘League of Adventure Group Limited’ 'we', 'our' or 'us').

• ‘Experience’ means the Phantom Peak immersive entertainment experience, including any associated performances, activities, gameplay, food and beverage services, and any other elements provided as part of your booked visit

• By purchasing a ticket, making a booking or entering Phantom Peak, you agree to these Booking Terms & Conditions.

• Nothing in these Booking Terms & Conditions affects your statutory rights.

• By purchasing a ticket you agree to these Booking Terms & Conditions.

• Every visit to Phantom Peak is unique. Storylines, characters and activities vary between visits and no Guest will experience everything in a single visit.

Booking Your Visit

• Bookings are subject to availability and are confirmed once a confirmation email has been issued.

• Tickets are non-transferable unless we expressly permit a transfer under a specific offer, promotion, membership benefit or other arrangement operated by us. Any permitted transfer will be subject to these Terms and Conditions and any additional conditions we notify at the time.

• Bookings that include guests under the age of 18 must include at least one Adult (18+) ticket. Guests under the age of 18 may not attend the Venue without the supervision required under our Children and Young People policy. Please see the "Children and Young People" section for further details.

• Tickets purchased through authorised third-party sellers may also be subject to that seller's booking terms. Booking queries, payment queries and refund requests should be directed to the original ticket seller.

• We reserve the right to request valid photographic identification to verify a guest's age, identity or eligibility for a particular ticket type. Guests who are unable to provide satisfactory identification when requested may be refused entry or required to pay the difference to the applicable ticket price.

 

Refunds & Cancellations

• Tickets are non-refundable except where we cancel the Experience or where we have made a manifest error. It is the buyer's responsibility to check that the information contained in the booking confirmation and tickets (including the date and time) is correct at the time of booking. 

• Guests choosing not to attend, arriving late, failing to meet the entry requirements, or being refused admission in accordance with these Terms and Conditions or the House Rules are not entitled to a refund. 

• Guests who are required to leave the Experience for breaching these Terms and Conditions or the House Rules are not entitled to a refund. 

• If we cancel an Experience, we will notify the lead booker using the contact details provided at the time of booking. We may offer an alternative date, ticket transfer or voucher; however, if you do not wish to accept an alternative, you are entitled to a refund of the ticket price paid. Booking fees or charges applied by third-party ticket sellers are not refundable unless required by law. 

• We shall not be liable for any failure or delay in performing our obligations, or for any cancellation, interruption or alteration of the Experience, where this results from events beyond our reasonable control (a "Force Majeure Event"). Force Majeure Events include, but are not limited to, acts of God, flood, fire, adverse weather, epidemic or pandemic, war, terrorism, civil unrest, industrial disputes, utility failures, transport disruption, government action or restrictions, or any other event beyond our reasonable control. In such circumstances, our liability shall be limited to the remedies set out in these Terms and Conditions, to the extent permitted by law.

 

Ticket Protection

• When purchasing through Phantom Peak’s website, it is possible to add refund protection insurance to your booking at the point of purchase, from our ticketing services provider, SecureMyBooking.com. By adding refund protection, you and members of your party may be eligible to claim a full refund should you be unable to attend the booked event due to certain reasons outside of your control, provided they fall within the conditions of the policy. This includes things such as accidents, injury, or illness. Terms and conditions can be found at https://securemybooking.com/terms/uk/

• Phantom Peak does not, directly or indirectly, endorse any product or service provided by another party, whether or not such product or service is related to the services supplied by Phantom Peak or by any third party, including its successors, permitted assigns, or licensees.

• Claims must be made directly with that provider in accordance with its policy.

 

Before Your Visit

• Guests should review any Visit Information issued before arrival, including accessibility information, seasonal guidance, operational updates and The Tourist’s Essentials Guide.

• Guests are responsible for arriving in sufficient time for admission.

 

House Rules

• Guests must comply with these House Rules, and with all reasonable instructions given by our staff.

• As a condition of participation, every guest must complete a waiver at the venue before taking part in the Experience. Guests who fail or refuse to complete the required documentation may be refused entry or participation without refund.

• Guests must behave respectfully towards staff, performers and fellow Guests.

• Reasonable bag searches may be undertaken.

• Guests must not bring prohibited items into the Venue. Prohibited items include, but are not limited to, replica or imitation weapons, oversized costumes or costume props, fireworks, flares, lasers, hazardous materials, illegal substances, and any item which we reasonably consider may pose a risk to the safety, security or enjoyment of guests or staff. Guests found to be carrying prohibited items may be refused entry and will not be entitled to a refund or exchange.

• Failure to comply with our house rules may result in refusal of admission or removal without refund.

 

Changes to the Experience

• Phantom Peak is a live immersive attraction and storylines, performers, attractions, operating hours and facilities may change.

• No specific character, performer, storyline or activity is guaranteed.

• Temporary closure of individual areas for operational, creative or safety reasons does not entitle Guests to a refund.

 

Delayed Start

• No ticket exchanges or refunds will be given if the experience or the opening or start of the Experience is disrupted or delayed for reasons such as security or safety alerts, transport delays, traffic incidents, adverse weather conditions, strike action or technical failure.  The Experience will commence or continue as soon as we are reasonably able to do so.

 

Children & Young People Policy

• Guests under the age of 18 must be accompanied by a responsible adult aged 18 or over in accordance with Phantom Peak's supervision requirements. A minimum of one responsible adult is required for every six guests under the age of 18. 

• Guests aged 15 to 17 may explore the experience independently, provided their accompanying adult remains on site. Guests under the age of 15 must remain with their accompanying adult throughout the experience.

• Phantom Peak may contain themes, language or effects that some parents or guardians may consider unsuitable. The suitability of the experience for children is at the discretion of the accompanying parent or guardian.

• We reserve the right to request suitable proof of age where age restrictions or concessions apply including the Young Adult Admission ticket.

 

Photography & Recording

• Personal photography is welcome unless otherwise advised.

• Commercial photography, filming or recording requires prior written consent.

• Guests may not reproduce, commercially exploit or use recordings of the Experience including training artificial intelligence systems or similar technologies without prior written consent.

• From time to time, we or our authorised partners may carry out photography, filming and audio recording within the Experience, which may include guests. By entering the Experience, you consent to being photographed, filmed and/or recorded as part of the Experience. You agree that we, the League of Adventure Group Limited (of which Phantom Peak forms part), and our authorised partners may use such recordings, images and audio in perpetuity for promotional, advertising and publicity purposes in any media or format. Copyright and all other intellectual property rights in such materials shall belong to us or the relevant authorised partner, as applicable.

• Guests who do not wish to appear in promotional photography or filming should notify a member of staff on arrival. Whilst we cannot guarantee that incidental images or recordings will not be captured, we will use reasonable endeavours to accommodate such requests.

 

Accessibility

• Phantom Peak is committed to making the Experience as accessible as reasonably practicable.

• Guests requiring reasonable adjustments should contact us before their visit.

• Please refer to our Accessibility Page which is available on this website.

 

Food, Drink & Allergies

• Food and/or drink may not be brought into the Experience or taken out of the Experience on exit. Only items purchased at the venue may be consumed.  

• Guests with allergies or dietary requirements should speak directly with the relevant outlet before purchasing food or drink.

• Guests who need to bring their own food due to a severe food allergy must contact us at least five working days before their booked Experience by emailing [email protected]. Requests will be considered on a case-by-case basis and, where approved, may be subject to reasonable conditions to protect the safety and operation of the Experience.

• We operate a Challenge 25 policy. Guests who appear to be under the age of 25 may be asked to produce valid photographic identification before being served alcohol. We reserve the right to refuse the sale of alcohol where satisfactory identification cannot be provided.

 

Smoking and Vaping

• Smoking and vaping are strictly prohibited anywhere within the Venue.  They are also prohibited within the indoor malls, concourses, enclosed public areas and indoor dining spaces of Westfield Stratford City.

• Guests wishing to smoke or vape must leave the indoor shopping centre and use only the designated outdoor smoking areas provided by Westfield Stratford City.

• Guests who fail to comply with this policy or with any applicable Westfield Stratford City rules may be refused entry or required to leave the Experience without refund.

 

Personal Property & Lost Property

• Smart lockers are available to hire on site, subject to availability and payment of the applicable hire charge. Further information is available on our website and at the Venue. Lockers are allocated on a first-come, first-served basis.

• Guests remain responsible for their personal belongings at all times, including items placed in lockers. The provision of lockers does not create any responsibility on our part for the safekeeping, loss, theft of or damage to any personal property. Guests should not leave valuables unattended.

• Lost property found within the Venue will, where reasonably practicable, be retained for up to 28 days. After this period, unclaimed items may be disposed of, donated to charity or otherwise dealt with at our discretion.

• Items left in lockers overnight may be removed by staff and treated as lost property.

• Guests wishing to enquire about lost property should contact us as soon as possible at [email protected], providing a description of the item and the date of their visit.

 

Animals

• Animals are not permitted within the Venue, with the exception of assistance dogs accompanying a disabled guest.

• An assistance dog is a dog that has been individually trained to assist a disabled person. We may ask whether the dog is required because of a disability and what tasks it has been trained to perform, but we will not require proof of disability.

• Assistance dogs must remain under the control of their handler at all times and must not pose a risk to the safety or enjoyment of other guests.

• Emotional support, therapy or comfort animals that are not trained assistance dogs are not permitted unless otherwise required by law.

 

Liability

• Nothing excludes liability that cannot lawfully be excluded.

• Subject to law, Phantom Peak's liability is limited to the ticket price and excludes indirect or consequential losses.

 

Intellectual Property

• All Phantom Peak names, branding, artwork, storylines, characters, scripts, puzzles, designs and associated intellectual property remain the property of Phantom Peak or its licensors and may not be reproduced without permission.

 

Complaints

• Questions or complaints regarding your visit should be directed to Phantom Peak Customer Services at [email protected]

 

General

• If any provision is unenforceable, the remaining provisions continue in effect.

• These Booking Terms & Conditions are governed by the laws of England and Wales.