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Please note that we have changed our call centre hours from 7am to 7pm daily until further notice.
Cancellation Policy Update
Following the government’s recent announcement regarding the outbreak of Covid-19 (coronavirus), we have suspended a number of our services. In addition, we have decided to implement a flexible cancellation policy to better support your business. Further details can be found below.
The safety and wellbeing of our customers and staff has always been our top priority, we’ll continue to monitor the situation and will follow the advice and guidelines set by the government.
Sightseeing Coach Tours and Afternoon Tea Bus
In conjunction with many of the attraction we visit on these tours, we have taken the decision to suspend all Sightseeing Coach Tours and Afternoon Tea Bus Tours until 24th April 2020. We will be offering free cancellations and refunds for any bookings affected. Alternatively, we can hold the booking and reallocate to a future date at no extra charge.
Hop-on, Hop-off Open Top Tours
We are suspending our Hop-on, Hop-off Bus service until further notice. Whilst our policy has always been non-refundable once booked, we can now hold the booking and will offer reallocation for a later date at no extra charge. Alternatively, refunds will be issued.
Any cancellation requests will need to be verified with our suppliers to ensure that the tickets have not been used. Once we receive confirmation a refund will be issued, this can take up to 30 days. Please do not issue any refunds until we have supplied confirmation.
Any Merlin Attraction tickets with a barcode can be cancelled and refunded up to 24 hours in advance. Any tickets outside these conditions are non-refundable.
We have cancelled all Rail Tours up until 24th April 2020. Whilst our policy has always been non-refundable once booked, we will be offering refunds for all affected bookings. Alternatively, customers can opt for a change of date, up to 7 days prior to travel at no extra charge.
Warner. Bros Studio Tour London
Warner Bros. Studio Tour London – The Making of Harry Potter is temporarily closed. Any tickets booked up until 24th April 2020 will receive a full refund, or alternatively bookings can also be held or rebooked for a new date.
Please contact our customer services team via
for all refund requests. Please allow up to 7 business days for a response.
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