Museums Worcestershire Refund and Cancellation Policy

Museums Worcestershire is a not-for-profit service run in partnership between Worcester City Council and Worcestershire County Council. Ticket income directly supports our work, and processing refunds results in additional administration and platform costs. For this reason, refunds are only offered in limited circumstances.

Please read the information below before booking.

General Admission and Ticketed Exhibitions:

Tickets are non-refundable.

Date changes are permitted at any time up to the visit date and may be made as many times as needed (subject to availability).

Events (Talks, Workshops, Performances and Other Timed Activities)

Event tickets are non-refundable if you choose to cancel your booking. A refund will be issued only if the Museum cancels the event, or if the Museum makes a significant change to the advertised programme.

If the Museum Cancels or Postpones an Event

If we cancel an event, you will receive a full refund, including booking fees and donations.

If an event is postponed, your ticket will automatically transfer to the new date. If you cannot attend the rescheduled date, you may request a full refund.

Refund Protection (Optional)

Refund Protection from XCover may be purchased at checkout. This optional third-party insurance covers unforeseen personal circumstances (such as illness or travel disruption). Claims are handled directly through XCover.

How to Contact Us

For enquiries about changing your booking or requesting a refund (where eligible), please contact us:

Worcester City Art Gallery and Museum

Phone: 01905 25371

Email: gallerymuseum@museumsworcestershire.org.uk

The Commandery

Phone: 01905 361821

Email: commandery@museumsworcestershire.org.uk

 

TERMS & CONDITIONS

  1. Introduction and Definitions

These Terms and Conditions apply to all ticket purchases for admission, exhibitions, and events at all museums operated by Museums Worcestershire (“the Museum”). “Customer” and “you” refer to the ticket purchaser and/or attendee.

  1. Ticket Validity

2.1 Tickets are valid only for the date, time or event stated on the booking confirmation.

2.2 Tickets may not be resold or transferred without the Museum’s written permission.

  1. General Admission and Ticketed Exhibitions

3.1 General admission and exhibition tickets are non-refundable.

3.2 Customers may request to change the date of their visit; changes are subject to availability.

3.3 Tickets should be presented on entry.

  1. Events (e.g. Talks, Workshops, and Performances)

4.1 Event tickets are non-refundable where the customer cancels their booking.

4.2 A full refund will be offered only if the Museum cancels the event or makes a significant change to the advertised programme.

4.3 If an event is postponed, customers may either:

  • attend on the rearranged date, or
  • request a full refund.

  1. Administration and Refund Costs

5.1 Refunds incur administration and processing costs for the Museum, including non-returnable platform fees.

5.2 For this reason, refunds are only issued in the limited circumstances set out in this policy.

  1. Booking Fees, Donations and Refund Method

6.1 Where the Museum cancels an event, customers will receive a full refund, including booking fees and donations.

6.2 Refunds will normally be made to the original payment method.

  1. Optional Refund Protection (XCover)

7.1 Customers may purchase optional Refund Protection via XCover at the point of booking.

7.2 XCover is a third-party provider; claims must be made directly to XCover.

  1. Liability

The Museum accepts no responsibility for loss, damage, accident or injury, except where caused by the Museum’s negligence. Attendance is at the customer’s own risk.

  1. Events Outside Our Control

The Museum is not liable for delay, alteration or cancellation resulting from circumstances outside its reasonable control (including severe weather, power failure, industrial action, or similar force majeure events).

  1. Data Protection

Personal data will be handled in accordance with applicable UK data protection legislation, the Museums Worcestershire Privacy Policy, and TicketSource’s Customer Data Privacy Policy.

  1. Changes to These Terms

Museums Worcestershire may update these Terms from time to time. The current version will always be available on our website. Last updated: Monday 17 November 2025.

  1. Governing Law

These Terms are governed by the laws of England and Wales.

  1. Third-Party Rights

No person other than the Museums or the Customer has rights under these Terms.