The Tottenham Experience
Terms and Conditions for the Purchase of Tickets


  1. Definitions

    In these terms and conditions, the following words shall have the meanings set out below:

    "Tottenham Hotspur" means Tottenham Hotspur Football & Athletic Co Limited a private limited company registered in England and Wales with company number 57186 and whose registered office is at Lilywhite House, 782 High Road, Tottenham London N17 0BX
    "Tottenham Hotspur" means Tottenham Hotspur Football & Athletic Co Limited a private limited company registered in England and Wales with company number 57186 and whose registered office is at Lilywhite House, 782 High Road, Tottenham London N17 0BX
    "Tottenham Experience" means the Tottenham Experience Visitor Attractions and Club Shop, in which the following visitor attractions are situated: Stadium Tours, Museum, Sky Walk and Archive and from which events take place.
    "Tottenham Experience Visitor Attractions" means Stadium Tours, Museum, Sky Walk and Archive
    "Tottenham Experience Event or Event" means any event offered for sale by and/or organised by the Tottenham Hotspur Visitor Attraction department including, but not limited to, cinema screenings, workshops, projects, archive and museum, business events and talks.
    "Tottenham Experience Website" the visitor attractions website listed as http://experience.tottenhamhotspur.com owned and operated by Tottenham Hotspur.
    "Tottenham Experience Gift Voucher" means a gift voucher issued solely by Tottenham Hotspur the Tottenham Experience Visitor Attractions.
    "Stadium Tours" means all types of tour of the Tottenham Hotspur Stadium including, but not limited to, guided & self-guided.
    "Ticket(s)" means any ticket for attending:
    1. commercial tours;
    2. Sky Walk;
    3. Museum;
    4. any event organised by Tottenham Hotspur in the Museum, Warmington House, Tottenham Experience roof terraces or offsite locations offered for sale by Tottenham Hotspur or its authorised agents and any reference in these terms and conditions to a "activity" shall include any of these.
    "Contract" means any contract for the purchase of Tickets made between you and Tottenham Hotspur.
    "Confirmation" means the confirmation email sent to you by Tottenham Hotspur under clause 4.2.3 acknowledging your booking and setting out the details of your booking.
    "Online Booking Form" means the series of pages for the booking of Tickets set out on the Tottenham Experience website.
    "Spurs Gift Voucher" means a gift voucher issued solely by Tottenham Hotspur for use across any of its retail outlets, including but not limited to shops, mail order and online.
  2. General
    1. These terms and conditions relate to the purchase and supply of Tickets for the Tottenham Hotspur Experience whether in person, over the phone or via the Tottenham Experience Website. Please read the Tottenham Experience terms and conditions carefully before purchasing any Tickets as by doing so you will be deemed to have accepted these terms and conditions which govern all Contracts.
    2. Tottenham Hotspur reserves the right to amend these Terms and Conditions within reason at any time without prior notice.
    3. Anyone person who is subject to a suspension or ban from the Club is also prohibited from purchasing tickets to access the Tottenham Experience or any Tottenham Experience Visitor Attractions.
    4. All persons attending a stadium tour under the age of 16 must be accompanied by an appropriate parent or guardian.
    5. Nothing in these terms and conditions is intended to affect your statutory rights.
  3. Purchasing Tickets
    1. Tottenham Hotspur reserves the right to have exclusive booking periods including but not limited to members priority booking periods.
    2. If you make a group booking, you accept these terms and conditions on behalf of all members of the group and are responsible for all payments due from all members of the group.
    3. If there are any changes to your details once your booking has been concluded, then it is your responsibility to inform Tottenham Hotspur.
    4. Tottenham Hotspur reserves the right to place restrictions on the booking including but not limited to:
      1. the volume of Tickets ordered;
      2. the number of places booked for special Events;
      3. age of attendees or participants;
      4. ratio of children to adults.
    5. It is your responsibility to check any Tickets issued to you are accurate.
    6. Any purchase of Tickets is only valid when processed by Tottenham Hotspur or an agent authorised by Tottenham Hotspur.
    7. Tickets may not be transferred or resold for commercial purposes or at a premium. If a Ticket is resold in breach of this condition, the bearer of the Ticket or the person claiming the right to attend the Event will be refused admission to the exhibition or Event and will not be eligible for a refund on those tickets.
    8. Tickets for certain attractions and Events will be timed. This will be highlighted at the booking process. Visitors with timed tickets must arrive at least 15 minutes before their ticket time to avoid missing their slot. Tottenham Hotspur cannot guarantee admission to customers who arrive after the time stated on their Ticket.
  4. Tickets Purchased on the Tottenham Experience Website
    1. The website https://experience.tottenhamhotspur.com is owned and operated by Tottenham Hotspur.
    2. If you choose to purchase Tickets over the Tottenham Experience website, your Contract with Tottenham Hotspur will be concluded as follows:
      1. completion and submission of the Online Booking Form shall constitute an offer by you to purchase Tickets subject to these terms and conditions. You can correct any mistakes you make when filling out the Online Booking Form at any point before submitting it;
      2. once you submit the Online Booking Form, Tottenham Hotspur will check that you have completed all parts of the Online Booking Form and confirm that you have sufficient funds to cover the total cost of booking. Upon confirmation of these details, Barclays Bank will then charge your credit or debit card accordingly. This in itself does not constitute acceptance of your offer;
      3. once payment has been taken, an onscreen confirmation will be displayed and Tottenham Hotspur will send you a Confirmation as soon as possible. This Confirmation shall constitute Tottenham Hotspur acceptance of your booking. A Contract will be formed once you have received the Confirmation;
      4. if Tottenham Hotspur receive a prompt notification that the Confirmation was not delivered successfully, then Tottenham Hotspur will use reasonable endeavours to notify you by other means of the acceptance of the Contract and the details of your booking.
    3. The only language available for the conclusion of a Contract online is English.
    4. Details of all Contracts concluded online (including the method of payment but not the card details) will be kept on file by Tottenham Hotspur and can be provided to you on request.
  5. Price and Payment
    1. The price (including all taxes where relevant) of all Tickets are specified on the Tottenham Experience Website. These details are based on the best available information to Tottenham Hotspur and Tottenham Hotspur is not obliged to conclude any Contract on these terms. We reserve the right to vary prices up or down due to changes in VAT or any other circumstances which may be beyond our control.
    2. The price (including all taxes where relevant) of all Tickets booked over the phone or in person as displayed on the Tottenham Experience website and/or will be provided to you at the time of booking. These details are based on the best available information to Tottenham Hotspur and Tottenham Hotspur is not obliged to conclude any Contract on these terms. We reserve the right to vary prices up or down due to changes in VAT or any other circumstances which may be beyond our control.
    3. Despite our best efforts, it is possible that some of the prices on the Website, at attractions, or in official Spurs publications (such as emails, catalogues etc) are incorrect. If this happens, we will, at our discretion, either contact you/discuss with you for instructions or confirmation of the correct price, before dispatching or cancelling your order.
    4. For bookings made online over the Tottenham Experience Website, Tottenham Hotspur accepts payment from all major UK debit/credit cards and contactless mobile payment options, such as Apple Pay and Google Pay and Tottenham Experience Gift Voucher.
    5. For bookings made over the phone Tottenham Hotspur accepts payment from all major UK debit/credit cards Tottenham Experience Gift Voucher.
    6. For bookings made in person at the Tottenham Experience, Tottenham Hotspur accepts payment from all major UK debit/credit cards and contactless mobile payment options, such as Apple Pay and Google Pay, Tottenham Experience Gift Voucher.
    7. Spurs Gift Vouchers cannot be redeemed against Tottenham Hotspur Visitor Attractions.
    8. If your Tickets are being paid for using a third party Credit/debit card you must provide Tottenham Hotspur with written authorisation from the card holder.
  6. Concessions
    1. Available concessions and their eligibility criteria can be found at http://experience.tottenhamhotspur.com
    2. Valid ID must be shown proving eligibility for concessions offered on Tickets. Failure to do so may result in admission being refused without refund.
    3. Tottenham Hotspur reserves the right to limit the number of concessions available.
  7. Delivery of Tickets
    1. Delivery of Tickets will be via email for all methods of purchase including in person. Tickets will be accepted on mobile devices providing that the QR code is visible for scanning.
  8. Refund and Exchange Policy for Tickets
    1. Subject to clause 8.2 Tottenham Hotspur will not refund your Tickets after purchase.
    2. Where Tottenham Hotspur is unable to perform a Contract on the date(s) agreed because the event or activity in question is no longer available Tottenham Hotspur will refund you the face value of the Tickets purchased.
    3. Tickets for Tottenham Hotspur Visitor Attractions may be exchanged provided that such exchange is carried out at least 48 hours prior to the time shown on the original Ticket. Exchange of Tickets must be done by calling the Tottenham Experience booking line.
    4. Subject to clause 8.2 Tottenham Hotspur will issue a refund to you using the same method of payment that you used to purchase the Tickets.
  9. Tottenham Experience Gift Vouchers
    1. Tottenham Experience Gift Vouchers will be available to purchase on the Tottenham Experience website https://experience.tottenhamhotspur.com.
    2. Delivery of Tottenham Experience Gift Vouchers will be via email.
    3. Tottenham Experience Gift Vouchers can only be redeemed against the specific attraction the gift voucher is valid for.
    4. Tottenham Experience Gift Vouchers can be redeemed by using the gift voucher code, either by entering online at http://experience.tottenhamhotspur.com, via phone booking or in person at the Tottenham Experience.
    5. Tottenham Experience Gift Vouchers cannot be refunded or exchanged for cash.
    6. Once a Tottenham Experience Gift Voucher has been redeemed it will become invalid. If the intended purchase is of lower value than the total of the Gift Voucher then a warning message that will appear on the Tottenham Experience Website site to notify the customer that they are not using the full value of their voucher.
    7. If the intended purchase is of higher value than the total of the Tottenham Experience Gift Voucher then the remaining balance will be made up with credit card, or another accepted payment type.
    8. Tottenham Experience Gift Vouchers bought before the public opening of stadium tours will expire 1 calendar year after the first public opening date. Vouchers bought on or after the public opening of stadium tours are valid for a year from date of purchase.
    9. Tottenham Experience Gift Vouchers can only be redeemed against Tottenham Experience Attractions and are not redeemable against, retail, football tickets or any non- attraction purchase.
    10. Spurs Gift Vouchers cannot be redeemed against Tottenham Experience Visitor Attractions.
  10. Alterations
    1. All Tickets are sold subject to Tottenham Hotspur's right to make any alterations in content or details advertised on The Tottenham Experience website or other appropriate location.
    2. Tottenham Hotspur reserves the right to make alterations to the content or details of any stadium tour, exhibition or Event.
    3. Tottenham Hotspur is a working stadium and although we take reasonable care to ensure that tours advertised are correct at the time of purchase tour routes may be subject to change. We do not guarantee that information, (in particular locations accessed on tours) are always 100% correct at the time of purchase.
  11. Liabilities of Tottenham Hotspur
    1. Subject to clause 11.3 below, Tottenham Hotspur will only be liable to you for direct and foreseeable losses arising as a result of:
      1. a breach of these terms and conditions by Tottenham Hotspur; or
      2. any negligent act by Tottenham Hotspur arising under or in connection with the Contract.
    2. The Tottenham Hotspur total liability under clause 11.1 above shall be limited to the total face value of the Tickets purchased.
    3. Nothing in this clause 11 excludes or limits the liability of Tottenham Hotspur for death, personal injury or fraud.
    4. Tottenham Hotspur will not be liable in any way if it is prevented from performing its obligations under or arising from any Contract due to factors which are beyond Tottenham Hotspur reasonable control. Without limiting the foregoing, the following shall be regarded as caused beyond Tottenham Hotspur's reasonable control:
      1. Acts of God, which includes earthquake, floods, cyclones, fire, storms, disease, fog, snow or frost;
      2. force majeure which includes war, accidents, acts of public enemies, strikes, embargoes, perils of the air, local disputes and civil commotions.
    5. Tottenham Hotspur will not be liable for any losses incurred by you in connection with your use of the Tottenham Experience Website, for any delay in using or your inability to use the Website, for any information or Tickets obtained through the Website or for any material posted to the Website by Tottenham Hotspur or by users of the Website.
  12. Data Protection
    1. Tottenham Hotspur will collect, use, store and disclose your personal details in accordance with our privacy policy which can be accessed from https://www.tottenhamhotspur.com/information/privacy-policy/
  13. Contact and Feedback
    1. If you need to contact Tottenham Experience or if you wish to give feedback about your experience, you can find contact details here:
  14. Entire Agreement
    1. All the terms of any Contract are contained or are referred to within these terms and conditions.
  15. Severability
    1. If any part of these terms and conditions is held to be unenforceable this will not affect the enforceability of the remaining provisions.
  16. Safety and Enjoyment
    1. Tottenham Hotspur reserves the right to refuse admission and may request any Ticket holders and Event participants leave (taking any such appropriate action to enforce this right) before or during activities if it considers it to be necessary or desirable to do so.
    2. Tottenham Hotspur reserves the right to limit items which may be brought into the Tottenham Experience Visitor Attractions and to search bags, and persons before granting entry. Persons entering the Tottenham Experience agree to such searches and Tottenham Hotspur reserves the right to refuse entry to, or to eject from the Tottenham Experience and any attraction, anyone refusing to submit to such a search.
    3. Latecomers will be asked to wait until a suitable break in Events before being admitted to the venue.
    4. Tottenham Hotspur cannot guarantee admission to exhibition ticket holders who arrive after their allocated entry time which is displayed on the Ticket.
    5. Food and drink are not permitted in Tottenham Experience.
    6. You must be in possession of a valid Ticket to gain admission to Tottenham Experience Visitor Attractions.
    7. Please note that special effects including but not limited to; smoke effects, strobe lighting, lasers and loud music may be used in events, details of which will be posted outside the Event entrance and on the specific event page on the Tottenham Experience Website.
    8. Tottenham Hotspur and any authorised third parties may carry out general filming and sound recording in or about the Tottenham Experience. By purchasing Tickets or attending a free Event or attraction you consent to you and your party being included in and to the commercial use in films and recordings and other promotional material without payment.
  17. Third Parties
    1. A person who is not a party to a Contract has no rights to rely upon or enforce the Contract pursuant to the Contracts (Rights of Third Parties) Act 1999.
  18. Cookie Policy
    1. By using the Tottenham Experience Website, you are agreeing to the use of first and third party cookies in accordance with our cookie policy which can be accessed from www.tottenhamhotspur.com