Terms & Conditions

Purchase Information & Terms & Conditions

Attraction tickets and tours sold on OrlandoAttractions.com are supplied by Ascot Travel House Ltd in the UK and Travel House of America for the rest of the World.

Ascot Travel House Ltd (trading as OrlandoAttractions.com) is a member of ABTA. As members of ABTA you have the benefit of ABTA’s assistance and Code of Conduct. Attraction Tickets purchased through OrlandoAttractions.com are not covered by ABTA’s scheme of financial protection. For more information, please click HERE

 

Any holidays purchased are supplied by our retail travel agent NAR UK Ltd ABTA K5268. All flights and flight inclusive holidays we sell are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL certificate. Please ask for it and check to ensure that everything booked (flights, hotels and other services) is listed on it. Please visit www.atol.org.uk/ATOLCertificate for more information. For Terms and Conditions when booking through NAR UK Ltd please click HERE

Accommodation supplied to persons outside of the UK will be supplied by Travel House of America INC and are not covered by ABTA.

 

** IMPORTANT NOTICE for customers purchasing Disney tickets. We CANNOT accept returns of any Disney tickets OR Disney Will Call vouchers once they have been issued.  

PLEASE NOTE THAT TICKET ORDERS PLACED AFTER 3.30PM FRIDAY WILL TYPICALLY NOT BE PROCESSED UNTIL MONDAY.

 

Travel House of America

Address: 154 East Highland Avenue Clermont FL 34711

Telephone: (352) 241 8539

Email: customerservice@orlandoattractions.com

 

Ascot Travel House Ltd (trading as OrlandoAttractions.com)

Address: 5 Royal Hunt House, Fernbank Road, Ascot, Berkshire, SL5 8JR

Telephone: 0800 294 9458

Email: customerservice@orlandoattractions.com

Registered in England and Wales: Registered Office: 38 Worple Road Staines Middlesex TW18 1EA

Company No. 11178791  

 

The terms and conditions below are the basis of our agreement as a retailer of our products and services with you, the buyer, of said products and services. By agreeing to purchase products and services from us you agree to be bound by the following terms and conditions. These terms and conditions are available for you before you decide to make any purchase from us.

You must have read, agreed to and understood these terms and conditions before you are able to complete our booking process. If in any doubt do not complete your purchase before speaking with a member of our team. You can contact us by phone on 0800 294 9458 (UK) or 352-241-8539 (USA) or email at customerservice@orlandoattractions.com or by writing to us at the following address;

UK

5 Royal Hunt House

Fernbank Road

Ascot

Berkshire, SL5 8JR

USA

154 East Highland Avenue

Clermont

Florida

34711

 

Payment

We accept payment in the following methods: Visa, Visa Debit, Visa Electron, MasterCard, Switch/Maestro and American Express. We do not charge any additional charges to process your payment. You can also pay via Bank Transfer. An invoice with instructions to pay via this method will be sent after your order is placed. Your order will remain pending until payment is received. 

Your payment (Full balance/deposit) will be processed at the time of your purchase being accepted. This means that once your order has been confirmed by our team we will then collect your funds.

Deposits

You can make a booking and secure your products/service/tickets with just a £10 / $15 deposit per person. The balance on your booking will be due 8 weeks before you travel. When you make a booking via a deposit it is your responsibility to provide payment details that will still be valid when your balance is due. If you need to update your payment details please contact us. By making a booking under our deposit scheme you agree to authorise us to process the balance on your booking automatically when due. Deposit purchases are only available by calling either our UK or USA office.

Ticket Dispatch / Delivery

Hard Tickets: These will be sent via a ‘signed for’ service. This means that you will need to sign for the tickets upon delivery. Once signed for the tickets then become your sole responsibility. In the event that you are outside of the UK or USA and your travel date is before our 14 working day shipping period we reserve the right to alter your booking to e-tickets to fulfil your order.

eTickets: These will be emailed to you once full payment has been made. You will need to print the tickets and keep them safe. eTickets allow you to keep a copy of your tickets to re-print in the event of loss or damage. Most E-tickets will need to be exchanged at Guest Services along with photo ID at the applicable attraction. Some eTickets do not require exchange and are gate ready.

Please Note: You will need to have at least 14 working days before date of first use in order to receive the tickets. If you require your tickets sooner please contact our UK or USA office to confirm availability.

Once you receive your tickets from us, please take your time to check them thoroughly. Should your order not be complete or you feel you have incorrect tickets then please contact us as soon as possible so that we can resolve any errors.

Discovery Cove Ticket Dispatch

Please note that Discovery Cove reservations are on a request basis. During your booking process you are asked to give at least two alternative date’s in case your first choice is unavailable. We will notify you ASAP should your dates not be available.

Shipping Terms:

For any LAST MINUTE orders please call and speak to a customer service representative to ensure we can meet your deadline.

PLEASE NOTE THAT ONLINE TICKET ORDERS PLACED AFTER 3.30PM FRIDAY MAY NOT BE PROCESSED UNTIL MONDAY.

Orders will be sent to UK customers via our Ascot UK office:

Ascot Travel House Ltd, 5 Royal Hunt House, Fernbank Road, Ascot, Berkshire SL5 8JR

Open Monday – Friday 9am-5.30pm (9am – 4pm Saturdays beginning Oct 6th 2012)

Tel. 0800 294 9458

Shipping Options (USA & UK) :

We offer FREE  Shipping to your home address for all UK / USA ticket orders – tickets are sent via recorded mail within 14 business days and a signature is required.

Disney tickets are also available to UK/USA customers FREE via E-mail for you to print out – these are official Disney “Will Call” certificates to be exchanged at any Disney guest service location.

Worldwide shipping – delivery time varies by location.

Hotel Delivery – check-in date and reservation details required. There is a charge for this service.

FREE Office Pickup From Our Disney Area Offices:

*PICK UP IS BY PRIOR ARRANGEMENT ONLY

Clermont Office:

OPEN MON-FRI 7:30 AM-5:00 PM

CLOSED ON WEEKENDS & MAJOR HOLIDAYS

Located at 154 East Highland Avenue, Clermont, FL 34711

Tel. (352) 241 8539

Kissimmee Office:

Kissimmee office OPEN 9:00 a.m. to 11:00 a.m. Monday to Friday

CLOSED ON  MAJOR HOLIDAYS

Located at 8701 West Irlo Bronson Memorial Hwy (west end of Vista del Lago Plaza, across the street from Champions World Resort), Kissimmee, FL 34747

Tel. (407) 319-7615 (Monday to Friday 9:00 a.m. to 11:00 a.m.)

Tickets types

Travel House of America INC & Ascot Travel House Ltd Trading as OrlandoAttractions.com sell both Hard tickets and eTickets. Please note that it is normal practice for tickets to contain an expiry date. It is your responsibility to use the tickets/vouchers by the specified expiry date. Once a ticket expires it cannot be used. We cannot offer any refunds for tickets that have expired.

Hard tickets are tickets made from either cardboard or plastic. These tickets are dispatched using a signed for mail service. A signature is required upon delivery.

eTickets are tickets that may be emailed to you. If your order contains hard ticket your eTickets will be sent in the post along with your hard tickets. Some suppliers such as LEGOLAND & SeaWorld Parks & Entertainments only issue eTickets. eTickets from these suppliers do not need to be exchanged, no additional queue's are required. eTickets contain bar codes so you scan in and out of the parks in the normal way. eTickets are gate ready - the same as a Hard tickets.

eVouchers are tickets that may be emailed to you. eVouchers need to be exchanged at the parks for ‘Real Tickets’ eVoucher exchange is fast and easy and should only take a matter of minutes. Follow the redemption instructions advised.

Amendments

If you need to amend your booking in anyway please call our UK or USA office as soon as possible. You will have to pay any increase in costs should we change or re-book your order and there is a difference in cost.

If your booking is able to be amended the old voucher will then become invalid and should be destroyed. If we have paid you a refund in respect of the amendment and you subsequently manage to use the original voucher you will be responsible for paying that refund back to us. Your payment details will be charged automatically. Please note that some tickets may be non transferable, non changeable and cancellable. You will need to contact us for more information. If your product/service/ticket cannot be amended or cancelled you will not receive a refund.

Disney Amendments: Please note that we cannot accept any amendments of Disney tickets that have been linked to FastPass+ or MyMagic+ systems.

Lost, damaged, stolen tickets

Once you have received your tickets they become your sole responsibility. You will need to ensure that your tickets are stored safely as we cannot replace or refund lost, stolen, endorsed, defaced or damaged tickets. In some cases it may be possible to provide a copy of your ticket which may be used for re-issue at guest services. Please contact us for more information should this be required.

Cancellations

Alterations and Cancellations by you: If you wish to amend your booking once it has been confirmed please contact as soon as possible. Please note it may not always be possible to make amendments. You will be charged any costs incurred or imposed by any of our suppliers in making the change. An amended voucher (where applicable) will be issued to you. The original voucher will then become invalid and should be destroyed. No refunds will be payable if the original voucher and not the reissued one is redeemed at the attraction concerned. If we have paid you a refund in respect of the amendment and you subsequently manage to use the original voucher you will be responsible for paying that refund back to us. To cancel a booking, please email customerservice@orlandoattractions.com. We will then issue you with a cancellation invoice. The cancellation will only take effect from the date that we issue our cancellation invoice. If you cancel your booking but then somehow manage to redeem the original voucher you will be responsible for reimbursing us for the full cost of the voucher. The cancellation charges set out below apply on cancellation. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges. Amendment charges are not refundable in the event of cancellation.

Cancellation Charges

EU customers have seven days to cancel an order, counting from the day your new items are delivered or are available for pick-up.  The goods must in an ‘as new’ condition. Remember that if you do cancel after your purchase has been shipped, you’ll have to pay your postage costs of returning your items to us.  After 7 days tickets and vouchers may be returned to us for a full refund less an admin/restocking fee of 10% of the total order. Please allow 30 days to allow for verification that tickets have not been used. Partially used tickets will not be refunded.

Discovery Cove

Should you cancel your Discovery Cove booking within 30 days or less before the arrangements are due to start then the cancellation charge is 100% of the booking value.

Theatre bookings/Experience World bookings/Package Bookings

Cancellation at any time after the booking has been confirmed: 100%

Deposit / Instalment bookings - If you decide to cancel your booking before the balance is paid your deposit plus any instalments you have paid (if lower than the 25% of your order total) will act as the cancellation charge for your order.

Disney Cancellations/Amendments

Please note that we cannot accept any cancellation of Disney tickets or Disney Will Call vouchers once you have been issued them - we cannot make any amendments to tickets that have been linked to Disney’s MyMagic+.

Universal Orlando Cancellations/Amendments

Please note that we cannot accept tickets back that have been endorsed by you. The tickets must not have been written on or damaged in anyway.

If unsure please check before you cancel or amend your reservation by emailing us at customerservice@orlandoattractions.com

Alterations and Cancellations by us In the unlikely event that your arrangements are significantly amended or cancelled by us before commencement and there is time to do so, we will offer you the choice of the following options: (1) accept the change (for significant changes) or (2) purchase alternative comparable arrangements from us or (3) cancel your booking in which case you will receive a full refund of all monies that you have paid for your arrangements. The options set out above represent the full extent of our liability to you in the event of a significant change or cancellation of your arrangements.

All cancellations need to be made in writing. We do not accept cancellations via the phone. You can email cancellations to customerservice@orlandoattractions.com. Cancellation charges depend on the type of product/service/ticket you have reserved. Some tickets may not be able to be cancelled.

Your Details

At the time of your booking you will be asked to provide your details including your delivery details (if required). Please ensure that these details are correct at the time of booking. We cannot be held responsible in the event that you have entered incorrect details.

Advertising and price accuracy

Every effort is made to ensure that all the details within our website are as accurate as possible. In some cases time sensitive offers may expire during a time that our office is closed. In this event we will inform you of any expired offer that cannot be fulfilled. In the event that we cannot fulfil your order you will not be charged for your request. Should price changes take effect before we are able to place your booking with the relevant supplier we will contact you with a revised price. You will then reserve the right to cancel your request free of charge.

We make every effort to ensure our pricing is accurate. However, on the rare occassion that an error is made in the advertising of a price then we reserve the right to cancel the order and refund in full.

Interruption of service

From time to time some rides/services/products offered may be closed for maintenance purposes among other reasons. In this event Travel House of America INC & Ascot Travel House Ltd Trading as OrlandoAttractions.com cannot be held culpable.

Price matching

As a policy, OrlandoAttractions.com does not price match. We believe in offering our clients the best price we can, first time, for everyone. We will consider discounts on groups of 10 people or more. This discount is at our discretion.

General conditions

At the time of your booking you may be asked to provide details of all that will be using the tickets/products. You must be authorised to name those that will be travelling with you. The initial named person on the booking (party principal member) must be authorised to make the booking on the basis of these booking conditions on behalf of all persons named on the booking and/or by their parent/guardian for all party members who are under 18 years of age when the booking is made. The party principal is responsible for making all payments due to us. The party principal must be at least 18 years of age in order to submit a booking.

We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or the act(s) and/or omission(s) of a third party not connected with the provision of your arrangements and which were unforeseeable or unavoidable or ‘force majeure’ as defined above

Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.

Conditions of suppliers. Many of the services which make up your arrangements are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you.

Discovery Cove Tickets: Please note that Discovery Cove is restricted to 1000 visitors per day. In times of limited availability we may have to request your party size. In this case your order may take 3/5 working days to confirm. In the event that your requested dates are not available you will be notified and no charges will be made to your account.

Complaints Procedure

OrlandoAttractions.com aims to resolve complaints within 28 days of receipt, however we will endeavour to resolve your issue as soon as possible. All complaints must be made in writing and either posted to our UK or USA office. Our UK company Ascot Travel House Ltd trading as OrlandoAttractions.com is bound by the ABTA code of conduct and any complaint will be handled in accordance with this code of practice. This code of practice does not apply to persons outside the UK / ROI.

Our Liability to you

(1) Please note that for bookings of all arrangements other than accommodation our only contractual obligations to you in relation to those arrangements (other than those which are expressly set out in these conditions) are to take your booking in accordance with your instructions and provide you with a ticket or voucher to enable you to gain entry/access to the arrangement(s) in question (for example the theatre performance or attraction to which the ticket or voucher relates). We cannot accept any liability for the provision of the arrangements themselves which are provided by the suppliers of those arrangements or for the acts or omissions of the supplier(s) concerned or any of its employees, agents, suppliers or subcontractors. The terms and conditions of the supplier concerned will apply to the arrangement(s) in question. Copies of those terms and conditions are available on request.

Please note: sub clauses (2) – (6) are all subject to sub clause (1) above.

(2) We promise to make sure that all arrangements we have agreed to make, perform or provide as applicable as part of our contract with you (including package bookings) are made, performed or provided with reasonable skill and care. Please note, it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do (where applicable) if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).

(3) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: -

the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or

the act(s) and/or omission(s) of a third party not connected with the provision of your arrangements and which were unforeseeable or unavoidable or 'force majeure' as defined above

(4) Please note, we cannot accept responsibility for any services which do not form part of our contract. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.

(5) As set out in these booking conditions, we limit the maximum amount we may have to pay you for any claims you may make against us. For all other claims which do not involve death or personal injury our maximum liability if we are found to be at fault in connection with our contractual obligations to you is limited to twice the price of the booking in question (excluding amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your arrangements.

(6) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.

Conditions of suppliers. Many of the services which make up your arrangements are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you. Copies of the relevant parts of these terms and conditions (if any) are available on request from the supplier concerned. Please note that once you enter the Park or Attraction your contract will then become with the respective supplier. Any faults, issues or problems will need to be reported to the supplier at the time of incident.

Behaviour and damage: When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct to the attraction owner or manager or other supplier or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises.

We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the contract of the person(s) concerned. We will have no further responsibility toward such person(s) including. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

Website / advertising material accuracy: The information contained on our website and in our other advertising material is believed correct to the best of our knowledge at the time of printing or publication. However, errors may occasionally occur and information may subsequently change. You must therefore ensure you check all details of your chosen arrangements (including the price) at the time of booking.

Insurance: We consider adequate travel insurance to be essential. Please read your policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.

Passports and Visas: It is your responsibility to ensure that you have the correct passport and visas to gain entry to any country/attraction (where applicable). We cannot accept any liability if you are refused entry to any country or attraction etc as a result of your failure to do so. Further advice and information can be obtained from the Foreign Office website www.fco.gov.uk. Further information regarding entry requirements to the USA can be found at https://esta.cbp.dhs.gov .

Privacy: All personal information that you provide will be held confidentially within our secure database and will not be passed to third parties unless you give permission to do so or it is necessary to do so in order to provide you with the services you have booked. Where payment is processed via credit card, credit card numbers are not retained on our database.

ABTA (UK guests only)

Ascot Travel House Ltd Trading as OrlandoAttractions.com are Member's of ABTA. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.abta.com to use ABTA's simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

Our company has sold attraction tickets for over 35 years and we strive to provide the very best in value and customer service.

Contracts do not affect your statutory rights

 



Payment Cards
Attraction tickets sold on OrlandoAttractions.com are supplied by Ascot Travel House Ltd in the UK and Travel House of America for the rest of the World.
Ascot Travel House Ltd (trading as OrlandoAttractions.com) is a member of ABTA. Company registration 11178791, head office: 5 Royal Hunt House, Fernbank Road, Ascot, SL5 8JR. As members of ABTA you have the benefit of ABTA’s assistance and Code of Conduct. Attraction Tickets purchased through OrlandoAttractions.com are not covered by ABTA’s scheme of financial protection.
Any holidays purchased are supplied by our retail travel agent NAR UK Ltd ABTA K5268. Company registration 01475109, head office: 5 Royal Hunt House, Fernbank Road, Ascot, SL5 8JR. All flights and flight inclusive holidays we sell are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL certificate. Please ask for it and check to ensure that everything booked (flights, hotels and other services) is listed on it. Please visit www.atol.org.uk/ATOLCertificate for more information.
Accommodation supplied to persons outside of the UK will be supplied by Travel House of America INC. Registration number 593223781, head office: 154 East Highland Avenue, Clermont, FL, 34711. These sales are not covered by ABTA.
For more information, please click HERE