ENGIE Services Ltd (referred to herein collectively as “ENGIE”, “we” or “us”) is the operator of guided tours of several stations owned and or managed by Network Rail (“The Station”) and known as “Great British Stations Discovery Tours” (“Tour”). ENGIE places great importance on the safety of Visitors and all persons who wish to purchase tickets for a Tour (“Tickets”) do so subject to the following terms and conditions. References herein to “you”, “Customer” or “Visitor” are to the person purchasing Tickets and (save where the context otherwise requires) to all persons on whose behalf Tickets are purchased who shall also be deemed to have read and understood these terms and conditions.

 

By purchasing, holding or using a ticket for a Tour, a Visitor agrees that he or she shall comply with these terms and conditions, and all tickets for a Tour are sold and issued subject to these terms and conditions. Any refusal to act in accordance with these terms and conditions may lead to your removal from the Tour without any entitlement to a refund on tickets that may have been purchased.

 

Definitions

 

The Station
means any of the stations that tours are delivered at by Great British Stations Discovery Tours as listed on the ticketing website at https://stationtours.digitickets.co.uk;

 

Great British Stations Discovery Tours

is the brand created by ENGIE for the delivery of Tours based at Great British Stations Discovery Tours, King’s Cross Station, Euston Road, London, N1 9AL;

 

Network Rail
means Network Rail based at 1 Eversholt Street, London, NW1 2DN;

 

ENGIE

means ENGIE UK & Ireland based at Level 20, 25 Canada Square, London, E14 5LQ, its officers, directors, employees, agents and contractors;

Tour and Tours
means a guided tour of The Station;

Tour Leader
means an officer, director, employee, agent or contractor of ENGIE who is qualified and authorised to lead a Tour;

Privacy Policy
means the policy at https://stationtours.digitickets.co.uk/pages/privacy;

Customer and Customers
means a person who has purchased a valid and legitimate ticket (whether bought from ENGIE or its contractors and agents);

Visitor and Visitors
means a person who is in actual and legitimate possession of a valid and legitimate ticket (whether bought from ENGIE or its contractors and agents) and, for the avoidance of doubt, includes any person who purchases, holds or uses a ticket to access a Tour.

Admission

1.    All Tickets are sold subject to these Terms and Conditions.

2.    Access to The Station is subject to the Terms and Conditions issued by Network Rail.

3.    These Terms and Conditions are important to acceptance onto a Tour. Customers should read these Terms and Conditions carefully prior to purchase and raise any queries. Purchase of any Ticket constitutes acceptance of these Terms and Conditions on their behalf and on behalf of any persons for whom Tickets have been purchased and Customers acknowledge and agree that they shall ensure that all persons in their booking are aware of and accept these Terms and Conditions.

4.    These Terms and Conditions are subject to change without notice from time to time in ENGIE’s sole discretion. ENGIE will notify Customers of amendments to these terms and conditions by posting them on this website and it Customer’s responsibility to ensure that they have read the most current Terms and Conditions before purchasing Tickets.

5.    No booking shall be deemed to have been accepted unless accepted in writing (which shall include any confirmation of booking email).

6.    Price and availability information is subject to change without notice.

7.    ENGIE reserves the right to cancel any Ticket booking which they reasonably believe to be made with a view to resell such Tickets or where the Ticket has been purchased using fraudulent means, such as credit card fraud.

8.    The Tour will include certain back of house areas. Except for any public concourse, mezzanine floor or if a Visitor holds a ticket valid for travel, Visitors are only permitted to enter The Station if they are in possession of a valid Tour Ticket and are accompanied by a Tour Leader. Visitors may be required to provide a proof of identification or, where applicable, the credit card used for the booking of such tickets.

9.    Admission to The Tour will only be valid on the date and time stated on their ticket.

10.  Visitors should arrive for their tour no later than ten minutes before their booked time.

11.  ENGIE cannot guarantee entry to any person arriving after the time stated on the ticket. ENGIE reserves the right, in its absolute discretion, to refuse entry to or remove from The Tour any person for any reason whatsoever including any person who:-

11.1.             has been convicted of a criminal offence which, in the opinion of ENGIE  is likely to affect the safety or enjoyment of other Visitors;

11.2.             has behaved in a manner or has threatened to behave in a manner which, in the opinion of ENGIE has, or is likely to affect the safety or enjoyment of other Visitors or staff at The Station;

11.3.             has used threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace;

11.4.             is or appears to be under the influence of drugs or alcohol; or

11.5.             has breached these terms and conditions.

 

12.  ENGIE will use its reasonable endeavours to ensure that The Tour is available to Visitors at the times stated. However, Network Rail reserves the right, in its absolute discretion, whether for safety reasons or otherwise, and with or without prior notice, to suspend access to The Station or areas within.

13.  ENGIE reserves the right, in its absolute discretion, whether for safety reasons or otherwise, and with or without prior notice, to terminate The Tour or any part of it. In the event of full termination of the Tour, tickets will be changed for an alternative date or time. In extreme circumstances, if an alternative time or date is not suitable, a refund of the ticket price (not including any processing fees) will be provided and Visitors agree that ENGIE shall have no further liability to any affected Visitor.

14.  Tours will take place in all weather conditions but certain elements of the Tour will be cancelled in weather conditions that ENGIE and or Network Rail reasonably believe will make it unsafe to participate in the activity. This could include, but is not limited to, rain, gales, lightning, heavy snow or ice.

15.  ENGIE shall not be liable for any costs, losses, damages or any expenses whatsoever, including but not limited to any liability for travel expenses or any other out of pocket expenses, in respect of closure of part or all of The Tour.

 

Children

16.  Only Visitors aged 10 and above are allowed to join a Tour. This is due to the nature of The Tour which accesses back of house areas of a busy working station.

17.  Children under the age of 16 must be accompanied by an adult.  Please note that The Tour may include access to areas which may not be suitable to all children.  ENGIE accepts no responsibility for any harm or distress caused as a result of such conditions.

18.  Children must be under the control of the adult accompanying them at all times whilst on a Tour and its vicinity. 

 

Physical Requirements

 

19.  The Tour requires a level of physical exertion. Visitors are required to read details of the specific Tour before making a booking and should acknowledge and agree that they have been made aware of the nature of the Tour before placing the booking.

20.  Before the Tour Visitors will be shown a Safety Briefing film and will be given a copy of ENGIE’s Safety Rules and Policies which must be read carefully. Visitors are required to confirm in the Declaration and Waiver Form that they have fully understood the Safety Briefing film and that they have read the Safety Rules and Policies and explained them to any children named in the Declaration and Waiver Form.

21.  You must be capable of undertaking the Tour unaided. Visitors must acknowledge that the Tour Leaders will not supervise on a one-to-one basis and that Visitors will be responsible for ensuring that they and any of their supervised children comply with the safety instructions given to them in the briefing film shown to them before the Tour and with the ENGIE Safety Rules and Policies and with any safety instructions of the Tour Leaders.

22.  ENGIE cannot allow walking aids on to the Tour due to the risk which they pose to other Visitors and the prohibition on loose items which is designed to protect Visitor’s health and safety and that of other Visitors to prevent slips and trips from falling objects.

23.  We cannot allow any animals, including assistance animals on the Tour.

24.  The forces exerted during the Tour may activate or aggravate pre-existing physical injuries, conditions and symptoms or congenial defects and ENGIE shall not have any liability whatsoever for the activation or aggravation of any such injuries, conditions, symptoms or defects save where the same have been caused by their negligence or that of the Tour Leaders.

25.  Visitors are responsible for ensuring that they and all of their supervised children named in their Declaration and Waiver Form are in a fit state of health to participate in the Tour and are able to undertake the Tour in a manner which will not put at risk their own health and safety or the health and safety of other Visitors and they acknowledge and agree that they have made all adults in their booking aware of the same.

26.  We do not recommend the Tour to pregnant Visitors or to people who suffer from vertigo. The Tour is likely to be unsuitable for persons who suffer from other conditions or injuries which would prevent them from performing all aspects of the Tour. ENGIE are unable to advise Visitors on medical conditions so if they are in any doubt as to whether or not they are in a fit state of health to participate in the Tour it is advised that they consult with medical advisors in advance.

27.  It is the responsibility of the Visitors to notify ENGIE in advance of placing their booking of any special access requirements they may have as ENGIE may not be able to accommodate all special access requirements if they have not been made aware of them prior to the date of the visit which may result in them not being allowed admission without refund. We will use reasonable endeavours to accommodate special access requirements.

28.  If Visitors have any conditions or concerns that may impact their ability to safely complete the Tour of which they have not notified ENGIE in advance then they should notify ENGIE on the day of their visit. ENGIE will use reasonable endeavours to make arrangements to facilitate their Tour, however, taking into account their health and safety and that of other Visitors, ENGIE may be unable to accommodate their needs and ENGIE reserves the right, without refund, to refuse to permit Visitors to participate in the Tour or to modify their experience if ENGIE reasonably believes that to allow entrance to the Tour would jeopardise their health and safety or that of other Visitors.

29.  Visitors are requested to address any specific access requirements in advance of their visit by contacting info@stationtours.co.uk. Due to the unique nature of the Tour and ENGIE’s obligations to ensure the health and safety of all Visitors there may be times when they are unable to accommodate specific needs.

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Search of person and personal belongings

30.  ENGIE reserves the right to request Visitors to submit to a search of their person and/or belongings at any time for security purposes.  Anyone refusing to submit to or found to be in possession of materials which ENGIE believes to be dangerous or unsuitable may be refused entry and/or removed from the Tour and its vicinity.

31.  ENGIE further reserves the right to request Visitors to submit to an electronic body scan and to screen any personal items as it deems appropriate.  In addition, ENGIE may request Visitors to remove items from their bags or person to be scanned separately including but not limited to belts, shoes, jacket, laptops, large electrical items and liquids.

 

Payment

32.  Payments for all ticket types and gift certificates are non-refundable. The only exception to this is if ENGIE or Network Rail terminates the tour and it is not possible to move the booking to another time or day.

33.  Dates and times of booked tickets can be amended with no less than two weeks’ notice before the time and date shown on the ticket. This service will be subject to a processing fee of £10.

34.  Save as otherwise permitted by ENGIE, all persons joining Visitors must pay for admission prior to joining the Tour either in advance over the internet, via an approved third party provider, via the call centre or through ENGIE at the Tour start point. Tickets will be in an electronic format which will be sent by e-mail. These Tickets can be printed at home or displayed on an electronic device. Tickets must be retained at all times and submitted for inspection if required by ENGIE. Any person attempting to gain admission to a Tour without a valid ticket may be ejected from the Tour and its vicinity.

35.  Please be aware that some (but not all): (a) types of Tickets; and (b) products and merchandise are available for purchase online through The Tour website (https://stationtours.digitickets.co.uk). For the avoidance of doubt, such Tickets and products are available in limited quantities and each purchase will be subject to availability. Tickets purchased in advance through the website may be discounted to promote advanced booking. Such discounts may not be available on the day of purchase or for advanced walk up sales at The Tour start point. ENGIE reserves the rights to withdraw or change such discounts at any time.

 

Online and Telephone Ticket Sales

36.  By placing an order for Tickets through our website or via the telephone you are making a request to purchase tickets for a Tour.  Acceptance of your request shall take place once ENGIE has processed your payment and has sent you an e-mail confirming the booking, or has confirmed payment on the telephone.

37.  It is not possible to use any promotional vouchers or codes or gift cards through the website or via telephone bookings unless expressly stated otherwise.

38.  ENGIE shall not be responsible in the event you make an error when purchasing your Ticket(s) (including selecting the wrong date and time or the wrong number of tickets).  Please check that your selection is correct as any changes to tickets purchased will be subject to a processing fee of £10.

39.  Tickets purchased through the website or via the telephone may incur a card handling and/or processing fee which is payable in addition to the ticket price.  Such fees shall be notified to you at the point of purchase.  By sending or making a request to book Tickets you agree to pay this card handling and/or processing fee in addition to the Ticket price.

40.  Tickets may be restricted to a maximum number of purchases per credit card.  ENGIE reserve the right to refuse or cancel such ticket purchases that are in excess of this number.

41.  Financial information that is collected is used to authorise payment for your Tickets. When you make a purchase on the booking website or via the telephone, your consent is given to provide your financial or personal information to those third parties necessary to process your transactions with us, such as credit card companies, banks and the companies that handle shipping on our behalf. This includes exchanging information with other companies and organisations for fraud protection and credit risk reduction.

42.  You should be aware that ENGIE may release your personal information or financial information when we believe it is necessary to comply with laws or regulations, to assist law enforcement, to enforce the terms under which you transacted with us, or to protect the rights, property or safety of ENGIE, users of the booking website or others.

43.  From time to time, ENGIE may transfer your personal information and/or financial information to a company within our group of companies or one of such company's agents or contractors in order to improve our services or to assist our security, credit risk or fraud protection activities. Such companies may be located outside of the European Economic Area, including in the United States, and you consent to the transfer of your personal information and financial information to such companies for such purposes. Whenever ENGIE transfers your personal information or financial information to countries outside of the European Economic Area, ENGIE will ensure that the information is transferred in accordance with the Privacy Policy and as permitted by the Data Protection Act 1998 and related legislation from time to time.

44.  ENGIE shall endeavour to keep all financial information safe in accordance with the Privacy Policy.

 

Delivery of tickets

45.  Tickets will be delivered by e-mail. 

46.  Once received by the Visitor, the Visitor is solely responsible for the safeguarding of the Ticket(s).

47.  If Tickets have not been received within seven days before the date and time to which the ticket(s) relate, it is the sole responsibility of the Visitor to contact ENGIE at info@stationtours.co.uk. When contacting ENGIE please include any reference numbers that you have received, the name used to make the booking, the date and time of the booking and the Station that the booking is for.

48.  No reproduction of the tickets is permitted.

 

Food and drink

49.  No food or drink can be taken on a Tour.

50.  Such restrictions are waived where such food or drink is required for medical reasons.

 

Photography

51.  ENGIE may carry out photography and/or video recording and/or other monitoring during The Tour which may feature Visitors. ENGIE or any authorised third party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. Copyright and all other intellectual property rights in these materials rests with ENGIE or such authorised third party (as the case may be).

52.  Such images may be stored on a database and transferred to third parties in conjunction with security and marketing procedures undertaken by ENGIE.  Such usage and storage shall be in line with the Privacy Policy at all times.

53.  Visitors are welcome to bring hand-held cameras and video equipment to create images and footage for their own personal, non-commercial use. We regret that tripods are not permitted. Any media or commercial photography and filming will not be approved and must be arranged through Network Rail.

54.  Flash photography is not permitted on any platform and in other areas that will be advised by Tour Leaders at the time of the Tour.

 

Health and safety

55.  ENGIE will supply Visitors with Personal Protective Equipment such as a high visibility vest and a hard hat if required. Visitors must wear this clothing at all times during the Tour and must not interfere with it in anyway whatsoever after it has been attached by a Tour Leader. If Visitors are uncomfortable they must notify their Tour Leader who will provide assistance.

56.  Visitors must wear practical, non-slip flat shoes that covers the toes to be able to join the Tour.

57.  Due to the nature of the Clock Tower Climb, it is advised that skirts or dresses are not worn.

58.  Visitors must remain within permitted areas and must adhere to ENGIE’s health and safety procedures and guidelines and must follow any instructions given by ENGIE or staff members at The Station. A Visitor is, however, responsible for his or her own safety and for the safety of any accompanying children.

59.  Parts of the Tour may be located at a height which may cause vertigo, discomfort or nausea for some Visitors. ENGIE accepts no responsibility for any harm or distress caused as a result of such conditions.

60.  Access to the majority of The Tour is on a flat level or by using lifts and escalators. The Tour may include stair climbs. Unfortunately due to the nature of the buildings, it is not available for those with mobility difficulties or those that use a wheelchair.

61.  CCTV and other audio and visual recordings may be undertaken for security reasons. Network Rail may use such images for the purposes of maintaining and investigating safety and security at The Station and its vicinity.  Such recordings shall be used, stored, transferred and destroyed in accordance with Network Rail’s Security Policy at all times.

62.  Toilet facilities will not be available during the Tour but public toilets are available in the station concourse.

63.  Visitors must at all times adhere to the directions and instructions of the Tour Leaders.

 

Personal belongings

64.  ENGIE has the exclusive right to determine what items may be brought onto the Tour. ENGIE will not store any item.

65.  Visitors must keep personal belongings with them at all times. ENGIE accepts no responsibility for the loss, theft or damage to any personal items.

66.  Pushchairs or wheelchairs cannot be taken onto the Tour.

67.  Items cannot be left unsupervised. There is a left luggage facility at the Station that can be used at the Visitors own expense.

68.  It is prohibited to take onto the tour any weapons, fireworks, smoke bombs, glass bottles, flammable liquids or other dangerous articles which may cause injury.

69.  Visitors will not be permitted to take any belongings with them on the Climb other than the following:-

·         a mobile phone and/or a camera (which must remain in a pocket during certain parts of the Tour);

·         spectacles, sunglasses and hearing aids which must be secure and not loose fitting;

·         essential medication which is permitted at our discretion. While the medication shall be carried securely by a Tour Leader, ENGIE  will not be responsible for the medication or the administering of it

Behaviour

70.  Unnecessary noise, (such as that from the use of mobile phones, radio sets, personal stereos and other electrical equipment), or any other antisocial or disruptive behaviour likely to cause annoyance to other Visitors or confusion of any kind is not permitted on the Tour and will result in immediate removal from the Tour or its vicinity.

71.  Visitors must not engage in any conduct towards, or speak to, any member of ENGIE staff, agents or other Visitors in a manner which may offend, insult, intimidate or threaten any person on any basis whatsoever, including but not limited to race, religion, colour, ethnicity, gender or physical attributes.

72.  ENGIE reserves the right to refuse entry to the tour for persons who have breached these terms and conditions on a previous occasion.

 

Limitation of liability

73.  Other than liability for death or personal injury resulting from the negligence of ENGIE or any other liability that cannot be excluded by law, ENGIE shall not be liable for any loss or damage, direct or indirect, howsoever arising, including without limitation, for any distress, inconvenience or anxiety caused during the course of any visit for: any closure to the Tour; or evacuation from The Station in the event of an incident or accident.

74.  ENGIE and its directors and officers accept no responsibility for any loss, theft or damage of a Visitor’s personal property. A Visitor will release ENGIE from any liability for any loss or damage to personal property they may suffer in relation to his or her attendance at a Tour.

 

Force majeure

75.  ENGIE shall not be liable for any delay in performing, or failure to perform, any of its obligations under these terms and conditions if such delay or failure result from events, circumstances or causes beyond its reasonable control.

 

General

76.  Smoking is strictly prohibited in The Station and on a Tour.

77.  Pets or animals of any nature are expressly prohibited on the Tour.

78.  No ticket may be resold or used for competitions, advertising or hospitality without the previous written consent of ENGIE. If ENGIE reasonably believes that a ticket has been resold without such consent, the holder may be refused entry to or ejected from the Tour without payment of compensation.

79.  Any personal data which is collected or stored by us shall be subject to our Privacy Policy (full details of which are available on the website), which may be amended from time to time.

80.  Any use of the ENGIE or the Tours website shall be subject to Website Terms of Use, which may be amended from time to time.

81.  The Tours and its website is operated by ENGIE Services Limited incorporated and registered in England and Wales with company number [00598379] whose registered office is at Shared Service Centre, Q3 Office, Quorum Business Park, Benton Lane, Newcastle Upon Tyne, NE12 8EX and VAT registration number 173 897 358 ("ENGIE"). 

82.  Any questions in relation to these terms or the Privacy Policy should be directed to the Customer Services team at info@stationtours.co.uk.

83.  These terms and conditions are governed by and shall be construed in accordance with English Law, and any claim brought under these conditions shall be subject to the exclusive jurisdiction of the English courts.

84.  Contact Details:

Great British Stations Discovery Tours, King’s Cross Station, Euston Road, London, N1 9AL

Tel: 07970 828406

E-mail – Info@stationtours.co.uk