Terms of Service

1.1.We are an independent authorised reseller of tickets and experiences. We are not the operator, owner, manager, or affiliate of the Tower of London, Historic Royal Palaces, His Majesty's Royal Palace and Fortress of the Tower of London, or any venue, attraction, or experience listed on this Site. We purchase tickets from licensed third-party suppliers and resell them to you at our own retail prices, which may differ from prices available at the venue box office or through other channels.

1.2.Your contract for the purchase of tickets is with us. Your right to enter the venue and participate in the experience is governed by the venue's own terms, conditions, and policies, which are separate from these Terms and which you are independently bound by upon entry.

1.3.We act solely as a ticket reseller. We have no control over the venue's operations, opening hours, capacity, safety procedures, entry requirements, photography policies, accessibility provisions, staffing, ceremonial schedules, or any other aspect of the on-site experience. We accept no liability for any matter arising from the venue's operations, acts, or omissions.

2.1.All ticket products listed on the Site are subject to availability. The display of a product on the Site does not constitute a guarantee that it will be available at the time you attempt to purchase it.

2.2.Prices displayed on the Site are in the currency indicated at checkout and include our service fee. Our service fee is a non-refundable charge for the convenience, customer support, and fulfilment services we provide. It is built into the displayed price and is not shown as a separate line item.

2.3.We reserve the right to change prices at any time without notice. The price applicable to your order is the price displayed at the time of checkout. Price changes after your purchase do not entitle you to a refund of any difference.

2.4.Promotional codes, discounts, and special offers are subject to their own terms, may be withdrawn at any time, cannot be combined unless explicitly stated, and have no cash value. We reserve the right to void any order placed using a promotional code that has been obtained fraudulently, shared in violation of its terms, or applied in error.

2.5.Our prices may differ from prices charged at the venue box office, the venue's own website, or other resellers. We are under no obligation to match or explain any price differences. By purchasing from us, you accept the price displayed at checkout.

3.1.By placing an order, you make an offer to purchase the selected tickets. Your order constitutes a binding offer to purchase once payment is submitted. We reserve the right to accept or reject any order at our sole discretion.

3.2.An order is confirmed only when we send you an email containing your ticket voucher(s). The processing and delivery of your voucher may take up to 30 minutes from the time of payment in normal circumstances. In exceptional circumstances, delivery may take longer.

3.3.Tickets are delivered electronically as PDF vouchers to the email address you provide at checkout. It is your sole responsibility to ensure the email address you provide is accurate, accessible, and able to receive attachments. We are not liable for non-delivery caused by an incorrect email address, full inbox, spam filters, or any other issue with your email service.

3.4.If you do not receive your voucher within 60 minutes of payment, you must contact us at admin@headmastertickets.com. We will investigate and redeliver where possible. Failure to contact us before your visit date does not entitle you to a refund.

3.5.Each voucher contains a unique QR code or barcode. You must present this at the venue for entry. You may display it on your mobile device screen or as a printed copy. You are solely responsible for safeguarding your voucher. Do not share, screenshot, forward, or publish your voucher. We are not liable for denied entry resulting from duplicated, shared, damaged, or illegible vouchers.

3.6.Vouchers are single-use. Once scanned at the venue, they cannot be reused. If a voucher is scanned by someone other than the intended recipient due to sharing or duplication, no replacement or refund will be issued.

4.1.IMPORTANT: It is your sole and exclusive responsibility to select the correct date, time slot, ticket type, and number of guests at the time of purchase. We do not verify or validate your selections. We process your order exactly as you submit it.

4.2.We are not liable for any errors you make during the booking process, including but not limited to: selecting the wrong date, selecting the wrong time slot, selecting the wrong number of guests, selecting the wrong ticket type, selecting a date that has already passed, selecting a date you are unable to attend, misunderstanding the ticket product description, confusing one product with another, confusing the Tower of London with any other attraction, or any other error arising from your own mistake, misunderstanding, or negligence.

4.3.Tickets purchased for the wrong date, wrong time, or wrong product due to customer error are not eligible for a free date change, exchange, or refund outside of the cancellation policy stated in Section 5 below. If you realise you have made an error, you must contact us within the cancellation window. After the cancellation window closes, no changes are possible regardless of the reason.

4.4.Timed-entry tickets grant access during a specific time window only. Arriving outside your booked time window may result in denied entry at the venue's discretion. We have no control over the venue's entry policies and are not liable if you are denied entry for arriving outside your booked time.

4.5.We do not offer date changes, time changes, or exchanges as a service. If you need a different date or time, your only option is to cancel within the cancellation window and place a new order, subject to availability and current pricing.

5.1.You may cancel your order for a full refund of the ticket price provided that the cancellation request is received by us at least 24 hours before the scheduled visit date and time. For example, if your ticket is for 2:00 PM on 15 June, your cancellation request must be received by us no later than 2:00 PM on 14 June.

5.2.To cancel, you must email admin@headmastertickets.com with your order ID and a request to cancel. Cancellation requests sent to any other email address, submitted via social media, or communicated verbally are not valid. The timestamp of our receipt of the email determines whether the cancellation was within the window.

5.3.If your cancellation request is received within the cancellation window, we will process a full refund of the amount you paid, minus our service fee, which is non-refundable under all circumstances. The service fee covers the administrative cost of processing, fulfilling, and cancelling your order.

5.4.If your cancellation request is received outside the cancellation window — meaning fewer than 24 hours before your scheduled visit date and time — no refund will be issued. This applies regardless of the reason, including but not limited to: illness, travel disruption, personal emergency, change of plans, weather, visa issues, flight cancellations, or any other circumstance beyond our control.

5.5.No-shows receive no refund. If you do not attend the venue on your booked date and time and have not cancelled within the cancellation window, your ticket is forfeited and no refund, credit, exchange, or rescheduling will be offered.

5.6.Partial refunds are not available. If you purchased tickets for multiple guests and only some guests attend, no refund is available for the guests who did not attend.

5.7.Add-on experiences, supplementary tickets, and ancillary products purchased alongside your main ticket are non-refundable and non-exchangeable under all circumstances, regardless of whether the main ticket is cancelled.

5.8.Refunds are processed to the original payment method within 5-10 business days of our confirmation. Processing times depend on your bank or card issuer and are outside our control. We are not responsible for delays caused by your financial institution.

5.9.We reserve the right to refuse a refund if we suspect fraud, abuse of the cancellation policy, or any attempt to obtain services without payment. This includes but is not limited to: repeated cancellation and rebooking to exploit price changes, filing chargebacks while simultaneously requesting a refund from us, or using stolen payment methods.

6.1.If you have a concern about your order, you must contact us at admin@headmastertickets.com before initiating a chargeback or dispute with your bank or payment provider. We commit to responding to all enquiries within 48 hours.

6.2.If you initiate a chargeback or payment dispute without first contacting us and allowing us a reasonable opportunity to resolve the issue, we reserve the right to contest the chargeback and provide evidence of the transaction, including confirmation of delivery, voucher download records, and correspondence.

6.3.Filing a chargeback for a transaction where you received the goods or services as described may constitute fraud under applicable law. We reserve the right to report suspected fraudulent chargebacks to the relevant authorities and to pursue recovery of losses through legal means.

7.1.The Tower of London is located at Tower of London, London EC3N 4AB, United Kingdom. The venue is operated by Historic Royal Palaces, an independent charity. We are not affiliated with, endorsed by, or connected to Historic Royal Palaces in any way.

7.2.The venue reserves the right to close or restrict access at any time due to weather conditions, maintenance, ceremonial events (including but not limited to the Ceremony of the Keys, gun salutes, and state occasions), private events, capacity limits, security concerns, or any other reason at the venue's sole discretion. We have no advance knowledge of or control over such closures.

7.3.If the venue is closed or your entry is denied for reasons within the venue's control, your recourse is with the venue operator, not with us. We will use reasonable efforts to assist you in obtaining a resolution from the venue or our ticket supplier, but we do not guarantee any outcome and are not liable for refunds arising from venue closures or operational decisions.

7.4.The venue may impose its own conditions of entry, including but not limited to: bag checks, security screening, restrictions on large bags, suitcases, or luggage (there is no luggage storage at the Tower of London), restrictions on food and drink, photography restrictions in certain areas (including the Crown Jewels exhibit), requirements relating to children and supervision, restrictions on animals (except registered assistance dogs), and compliance with health and safety instructions from Yeoman Warders and venue staff. Compliance with these conditions is your responsibility. Denied entry due to failure to comply with venue conditions does not entitle you to a refund.

7.5.Children aged 0-4 years do not require a ticket and may enter free of charge subject to the venue's own policy. Children aged 5-15 require a valid child ticket and must be accompanied by an adult. It is your responsibility to purchase the correct ticket type for each member of your party.

7.6.The Tower of London is a historic site with uneven surfaces, cobblestones, narrow staircases, and areas with limited accessibility. While the venue provides accessible routes and facilities, not all areas of the Tower are wheelchair accessible. We are not responsible for accessibility limitations at the venue. Please check Historic Royal Palaces' accessibility information before booking if you have mobility concerns.

8.1.To the fullest extent permitted by law, our total aggregate liability to you for any and all claims arising out of or in connection with your use of the Site, your purchase of tickets, or your attendance at any venue shall not exceed the total amount you paid to us for the specific ticket(s) giving rise to the claim.

8.2.We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to: loss of enjoyment, loss of opportunity, travel costs, accommodation costs, loss of earnings, emotional distress, or any other loss arising from your use of the Site, your purchase, or your attendance at any venue.

8.3.We shall not be liable for any loss or damage arising from: (a) your failure to provide accurate information during the booking process; (b) your failure to read these Terms, the product description, or any information provided on the Site; (c) your failure to arrive at the venue on time or on the correct date; (d) your failure to present a valid voucher; (e) circumstances beyond our reasonable control; (f) the acts or omissions of the venue operator; (g) the acts or omissions of any third party; or (h) your own negligence, error, or omission.

8.4.Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

9.1.We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control ("Force Majeure Event"). Force Majeure Events include but are not limited to: natural disasters, extreme weather events, floods, storms, pandemics, epidemics, public health emergencies, government orders, travel bans, border closures, quarantine requirements, acts of terrorism, civil unrest, war, military action, strikes, industrial action (including transport strikes affecting access to the Tower of London), power failures, internet outages, cyberattacks, supplier insolvency, venue closures ordered by authorities, state funerals, royal ceremonies, and any other event beyond our reasonable control.

9.2.In the event of a Force Majeure Event that prevents us from fulfilling your order, we will use reasonable efforts to notify you and, at our sole discretion, may offer a credit, reschedule, or partial refund. We are not obligated to offer a full refund in Force Majeure circumstances. Any resolution offered is at our discretion and constitutes your sole remedy.

10.1.All content on the Site — including text, images, graphics, logos, design, layout, software, and code — is our property or is used under licence and is protected by copyright, trademark, and other intellectual property laws.

10.2.The names "Tower of London", "Historic Royal Palaces", "Crown Jewels", "Yeoman Warders", and related trademarks belong to their respective owners. Our use of these names is for descriptive purposes only and does not imply any affiliation, endorsement, or sponsorship.

10.3.You may not copy, reproduce, distribute, modify, create derivative works from, publicly display, or commercially exploit any content from the Site without our prior written consent.

11.1.You agree not to use the Site for any unlawful purpose, to purchase tickets for resale to third parties at a markup, to use automated tools or bots to access the Site or place orders, to submit false or misleading information, to attempt to circumvent any security measures, or to interfere with the operation of the Site.

11.2.We reserve the right to refuse service, cancel orders, and block access to any person or entity that we believe is violating these Terms or engaging in fraudulent or abusive conduct.

12.1.These Terms are governed by and construed in accordance with the laws of England and Wales.

12.2.Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12.3.If you are a consumer resident in the European Union, you may also be entitled to bring proceedings in the courts of your country of residence. Nothing in these Terms affects your statutory rights as a consumer under the laws of your country of residence.

13.1.We reserve the right to amend these Terms at any time by updating this page. The version in effect at the time of your purchase applies to that transaction. Continued use of the Site after changes are posted constitutes your acceptance of the revised Terms.