T&Cs

Merlin Gift Card Terms and Conditions

These Terms and Conditions (“Agreement”) apply to the Merlin Gift Card (hereinafter referred to as the “Gift Card”). Please read these Terms and Conditions carefully as they constitute a legal contract between you, the Cardholder, and Merlin Gift Card(“us,” “we,” or “our”). By using the Gift Card, you agree to be bound by the terms outlined herein. Make a note of the 16 digit number on the front of your Gift Card and keep this in a safe place.

Definitions

Agreement – This Cardholder Agreement as varied from time to time.

ATM – Automated Teller Machine.

Available Balance – The value of funds loaded onto your Gift Card and available for use.

Cardholder – Refers to the person who purchased the Gift Card and any subsequent Gift Card holders.

Customer Services – The contact centre for dealing with queries about your Gift Card. Contact details for Customer Services can be found in the next section of this Agreement.

CVC2 Code – Three digit security number on the back of the Gift Card.

Gift Card – The Merlin Gift Card or digital code.

KYC - Know Your Customer.

Mastercard - Mastercard International Incorporated whose head office is at 2000 Purchase Street, Purchase, New York, 10577 USA.

Merlin Gift Card - A trading name of Virgin Incentives, Stamford House, Boston Drive, Bourne End, Buckinghamshire, SL8 5YS, UK. Registered in England No. 2409444 at the above address. VAT No. GB 532 1031 08.

Merchant – Means a supplier of goods and/or services in the UK which has agreed to accept the Gift Card as payment for goods and/or services. A list of participating retailers can be found on the Merlin Gift Card website.

PPS – PrePay Technologies Limited, a company registered in England and Wales (04008083), who can be contacted at PPS, 4th Floor, Station Square, 1 Gloucester Street, Swindon, SN1 1GW.

Regulator – Means Financial Conduct Authority in the UK or another European financial services regulator.

Virgin Incentives – A trading name of Virgin Experience Days Ltd, Stamford House, Boston Drive, Bourne End, Buckinghamshire, SL8 5YS, UK. Registered in England No. 2409444 at the above address. VAT No. GB 532 1031 08.

Merlin or Merlin Entertainments – Merlin Attractions Operations Limited, a company registered in England and Wales, with company number 06272935 and registered office address is at Link House, 25 West Street, Poole, Dorset BH15 1LD

we, us or our – PPS and/or Virgin Incentives & Merlin Entertainments.

Working Day – Our working days are Monday to Friday but does not include bank or public holidays in England.

you, your – The Cardholder.

Contact Information

You can reach our Customer Services via email at Merlingiftcard@Virginincentives.co.uk

Merlin Gift Card

The Merlin Gift Card is a product owned and operated by us (Virgin Incentives) to be spent online with Merlin Entertainments attractions. This Gift Card is a partnership between ourselves and Merlin, however Merlin Entertainments does not own or operate the gift card. Therefore any issues or questions regarding the card itself should be directed to us, and any issues or questions regarding the products purchased by your gift card should be directed to the attraction you bought from.
The Merlin Gift Card is a prepaid Mastercard that can be used online to purchase admission tickets, short breaks, fastrack and VIP experiences on each of the attraction’s websites. A comprehensive list of participating attractions can be found on our Website - merlingiftcard.co.uk. Please note that the Gift Card cannot be used in-person at any of Merlin’s attractions, and must be spent online via the specific attraction’s websites.
We update our list of participating attractions on a regular basis, but are unable to guarantee that the list is accurate and complete. We reserve the right to withdraw or change the range of attractions available at any time and without prior notification.
The Gift Card is valid for a period of 12 months from the date of purchase or last load.
The Merlin attractions that are part of the Merlin Gift Card are: Alton Towers Resort, LEGOLAND® Windsor Resort, THORPE PARK Resort, Chessington World of Adventures Resort, Warwick Castle, DreamWorks Tours Shrek's Adventure! London, Madame Tussauds London, the London Eye, London Eye River Cruise, LEGOLAND® Discovery Centre (Birmingham, Manchester), the Blackpool Tower Attractions (the Blackpool Tower Eye, the Blackpool Tower Circus, the Blackpool Tower Ballroom), Madame Tussauds Blackpool, SEA LIFE Centres & Sanctuaries based in the UK (Birmingham, Blackpool, Bray, Brighton, Great Yarmouth, Loch Lomond, London, Manchester, Hunstanton, Scarborough, Weymouth), The Dungeons (London, Edinburgh, York, Blackpool) based in the UK, The Bear Grylls Adventure, Cadbury World, The Gruffalo & Friends Clubhouse and Peter Rabbit™: Explore & Play. (All of these attractions shall be collectively referred to as "Attractions" and "Attraction" shall be interpreted accordingly).

Scope of this agreement

Your Merlin Gift Card is a prepaid Gift Card. This is not a credit, charge or debit card and is not linked to your bank account in any way. Funds held by us on your behalf are not considered deposits, and you will not earn any interest on the funds loaded on your Gift Card.
Your Gift Card has been issued by PPS pursuant to a licence from Mastercard International Incorporated. The funds associated with this Gift Card is provided to you by us, and will be denominated in pounds sterling. Your rights and obligations relating to the use of this Gift Card are set out in this Agreement, which is between you and us. You have no rights against Mastercard International Incorporated or their respective affiliates. If you experience any difficulties in using the Gift Card you should contact Customer Services.

Purchase, Loading and Activation

Gift Cards can be purchased via our B2B team who can be contacted at www.virginincentives.com/contact/ and Virgin Incentives third party relationships
The Gift Card is loaded with funds at the time of purchase.
Your Gift Card can be used to make purchases from participating Merchants. A list of participating Merchants can be found on the Merlin Gift Card website.
You cannot withdraw cash at ATMs or get cash-back at a Merchant with your Gift Card.
Your Gift Card can be reloaded or ‘topped up’. You can do this on the Merlin Gift Card website.
You can purchase up to a total value of £1000 per gift card. Please keep your receipt as proof of purchase.
If your Gift Card is lost or stolen, you can report it and have the Gift Card blocked. However we cannot replace or refund the Gift Card.
You will not receive a PIN number for your Gift Card.
We may require evidence of your identity and your residential address. We may ask you to provide some documentary evidence to prove this and we may carry out checks on you electronically.

Using your Gift Card

Your Gift Card can be only be used to make purchases from the attractions listed on the Merlin Gift Card website - merlingiftcard.co.uk
Please follow these steps when redeeming your Merlin Gift Card. Please note that Merlin Gift Card and e-Gift Cards can only be used to purchase products available online:

You can only use your gift card for the whole value of the transaction. Part payment is not possible for online purchases.
Please visit the website of your chosen attraction e.g. Alton Towers Resort.
Add products to your cart, for example admission tickets or a hotel stay.
Upon checkout, select ‘pay by credit/debit card’ option and select Mastercard for the card type.
Enter the 16-digit card number on the back of the card.
The expiry date will be the ‘online code’ number which will be on the back of the card.
Then enter the CVC2 number, which can also be found on the back of the card.
Enter the card holder details for the customer name.
Enter all other details required and then simply confirm your order!

Your Card can only be used for purchasing goods and services at participating Merchants, however, like any payment card we cannot guarantee that an attraction will accept the Gift Card. The list of participating Merchants and how they accept the Gift Card (in store, online or by phone) may change from time to time.
Once you have made a purchase with your selected attraction, you are bound by the terms and conditions of that attraction.
You can only use one Gift Card per transaction online and your Gift Card cannot be used as part payment.
As you use the Gift Card, the Available Balance will be reduced by the full amount of each purchase including taxes, charges and other fees, if applicable.
The Gift Card can be used to pay the full amount of the purchase and applicable taxes, if Available Balance on the Gift Card is sufficient. If the amount of Available Balance is not sufficient to complete the transaction, the transaction will be declined. Please be aware that you may not usually stop a transaction once it has been authorised. You will be responsible for all transactions where you authorise such transactions, regardless of the manner of such transaction.
We may refuse to execute a transaction if the transaction is unlawful, fraudulent, or you do not have sufficient Available Balance. If we refuse to execute a transaction, you can check the balance checker on the Merlin Gift Card website at https://www.merlingiftcard.co.uk/balance-checker to ensure there was enough Available Balance to cover the transaction, or can ask us why we have not executed a transaction by contacting Customer Services. Unless the law prevents us, we will explain why and we will also tell you what you can do to correct any errors in the transaction.
Please bear in mind that many sites won’t deduct payment until goods are dispatched so please be aware of these variances when checking your Available Balance and ensure that you always have sufficient Available Balance to cover your purchases.
When you use the Gift Card, the Merchant should provide you with a receipt. Please check the receipt to verify the transaction amount. If the amount is incorrect, you should notify the Merchant to correct the error. If you have a problem with a purchase or a dispute with a Merchant, you must deal directly with the Merchant. Furthermore, any returns or exchanges will be governed by the policies of the Merchant and applicable law.
We may refuse to permit a transaction if:

we suspect you are in breach of this Agreement; or
we suspect fraudulent or illegal activity is taking place; or
if you attempt to spend more than the Available Balance on your Gift Card.

Any returns and exchanges for goods purchased will be governed by the policy of the Merchant and applicable law. The Merchant may not apply a credit to your Gift Card and instead might issue its own note of credit for a refunded item.
If you dispute a transaction that has been processed on your Gift Card you should contact the attraction to resolve the dispute.

Foreign Currency Transactions

You cannot make any transaction in any other currency other than pounds sterling. If you make any transaction in any other currency other than pound sterling, your transaction will be declined.

Checking your Balance

You can check your Available Balance for free by visiting the Merlin Gift Card Website.

Card Expiry

Your Gift Card will expire when you have exceeded the Gift Card expiry date printed on the front of your Gift Card. Once your Gift Card expires, this Agreement terminates.

Unused Funds

You are unable to redeem any unspent Available Balance on the Merlin Gift Card following the expiry date. The Merlin gift card cannot be extended, once expired the card and any remaining funds become void.

Cancellation And Refund Process

Purchasers of Merlin Gift Cards are entitled to a 14-day ‘Cooling-Off Period.’ To claim a refund, please Contact Us with details of your Merlin Card (including your original order details). A full refund will be issued to the card used for the Merlin Gift Card purchase. Following the 14 day ‘Cooling-Off Period’ we are unable to fulfil a refund. Please Note that once you have used your Merlin Gift Card to make a purchase, it is not possible to cancel either your Merlin Gift Card, or the purchased products so please check carefully before confirming your purchase. Once you have made a purchase you will be bound by the terms and conditions of your selected attraction and will not be able to swap over to a different attraction following the purchase.

Lost or Stolen Gift Cards

Virgin Incentives and Merlin Entertainments are not responsible for lost or stolen Gift Cards. Treat the Gift Card like cash, and safeguard it accordingly.
Report a lost or stolen Gift Card immediately to Customer Services by contacting us through the contact information provided on the Merlin Gift Card Website. We can block your Gift Card from further use.
We are not able to re-issue or refund any lost or stolen gift cards.

Cardholder Liability and Authorisations

You must keep your Gift Card safe. You must also keep safe any security information or credentials related to the Card.
You will be liable for all unauthorised transactions that arise from the use of a lost or stolen Gift Card or the misappropriation of the Gift Card if you fail to:

keep the Gift Card and/or security features of the Gift Card safe,
notify us that your Gift Card is lost or stolen.

You will be liable for all transactions that take place as a result of you acting fraudulently or failing to comply with this Agreement with intent or gross negligence. Any such transactions and any fees and charges relating to such transactions will be deducted from the Available Balance on your Gift Card.

Our Liability

We will not be liable;

If, through no fault of ours, you do not have enough Available Balance on your Gift Card to complete a transaction,
If a Merchant refuses to accept your Gift Card,
If a website where you are making a transaction does not operate properly,
If circumstances beyond our control (such as fire, flood or computer or communication failure) prevent the completion of any transaction, despite reasonable precautions that we have taken.
If any issues were unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
If any issues were caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
If there was something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
For a business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
For indirect or consequential loss you may suffer, or
for any other exception stated in our Agreement with you.

In the event of suspected or actual fraud or security threat to your Gift Card, we reserve the right to refuse, suspend, or cancel the Gift Card. We may use SMS, telephone, post, email or another secure procedure to contact you. We may ask you to verify your identity for security purposes.

Variation

We may change this Agreement, including charges, fees and introduce new terms. If we make any changes, we will provide you with prior notice by email (provided you have given us an up-to-date email address) and will ensure the most recent version is always available on the Merlin Gift Card Website. If you have not provided us with your up-to-date email address you will not receive any notification of changes we make to this Agreement. You will be deemed to have accepted the changes by continuing to use your Gift Card after the notice period. You may terminate your Gift Card any time within the notice period if you do not agree with the changes to the Agreement and subject to your remaining funds, you can redeem your total Available Balance at that time.

There are some situations where we can make changes to this Agreement and we do not have to tell you in advance. These are changes you probably expect because of the nature of the product or service, or that you won’t mind about because they are favourable to you. We do not have to tell you personally in advance when any of the following happen:

If the change is in your favour, if we reduce your charges, if we make this Agreement fairer to you, or if we introduce a new service or feature from which you can benefit.
We make a change because a change in law or regulation says that we have to by a particular date, and there isn’t time to give you notice.

Privacy and Data Protection

Some personal data will be necessary for us to provide you with the Gift Card and services under this Agreement. Virgin Incentives are the data controllers and PPS is the data processor in respect to our responsibilities in providing you with the services subject to this Agreement and will use your personal data for this purpose. Please see the Privacy Policy published at https://www.virginincentives.com/privacy-policy/

Complaints

If you have concerns or complaints regarding your Gift Card or its management, please contact Customer Services for investigation by emailing merlingiftcard@virginincentives.co.uk .We will address your complaints promptly and fairly.

Assignments

The Gift Card may only be used by the purchaser or any person to whom they transfer their rights under this Agreement. The purchaser or the person to whom the Gift Card has been given will be subject to this Agreement. Once you purchase the Gift Card or have been given the gift card, it is for your use only and you are wholly responsible for the use of the Gift Card according to this Agreement.

Law

English law applies to this Agreement. You and we agree the courts of England and Wales will have jurisdiction to hear any disputes arising in relation to this Agreement.
This Agreement is available only in English and all communications from us will be in English. We will only accept communications and instructions from you in English.
These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
The contract created by these terms is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract. If you’re unhappy with the transfer you can contact our Customer Service Team to end the contract and we will refund you any payments you’ve made in advance for products not provided.

By purchasing and using the Merlin Gift Card, you agree to these Terms & Conditions. Violation of these Terms & Conditions may result in the cancellation or suspension of the Gift Card. Virgin Incentives reserves the right to interpret and enforce these Terms & Conditions at its discretion.

Merlin Entertainments Terms

Visiting the Attractions

Visitors under 12 years of age to Alton Towers Resort, Chessington World of Adventures Resort, THORPE PARK Resort and Warwick Castle must be accompanied, at all times, by an individual aged 18 years or over. Visitors under 16 years of age to SEA LIFE Centres and Sanctuaries must be accompanied, at all times, by an individual aged 18 years or over, excluding SEA LIFE Blackpool, SEA LIFE London and SEA LIFE Scarborough. Visitors aged 13 years and under to SEA LIFE Blackpool must be accompanied, at all times, by an individual aged 18 years or over. Visitors under 14 years of age to LEGOLAND® Windsor Resort, Madame Tussauds (Blackpool) and SEA LIFE Scarborough must be accompanied, at all times, by an individual aged 18 years or over. Visitors under 15 years of age to the Blackpool Tower Attractions and the Blackpool Tower Dungeon must be accompanied, at all times, by an individual aged 18 years or over. Visitors 15 years and under to the London Eye, SEA LIFE London, the London Dungeon, DreamWorks Tours Shrek's Adventure! London, Cadbury World and Madame Tussauds (London) must be accompanied, at all times, by an individual aged 18 years or over. Visitors aged 15 and under to the Edinburgh Dungeon must be accompanied, at all times, by an individual aged 16 years or over. Visitors under 16 years of age to the York Dungeon must be accompanied, at all times, by an individual aged 18 years or over. With regard to The Gruffalo & Friends Clubhouse, Peter Rabbit™: Explore & Play and LEGOLAND® Discovery Centre (Manchester and Birmingham), all adults aged 18 years or over must be accompanied by a child 17 years or under and all visitors 17 years and under must be accompanied at all times, by an individual aged 18 years or over. All participating guests at The Bear Grylls Adventure must be over 8 years of age, for guests 8 and 9 they must be accompanied on the activity by a participating adult (High Ropes, Climb & Archery). The Shooting activity at The Bear Grylls Adventure is suitable for guests over 10 years of age and guests between 10-15 years of age must be accompanied on the activity by a parent or guardian aged 18+.
All Merlin Gift Card customers are subject to a bag search on entry to any Attraction. Refusal to allow a search may result in access to the site being denied on the date of visit.
Height, weight, age restrictions and medical warnings apply to certain rides and attractions. Some rides at LEGOLAND® Windsor Resort Theme Park, Chessington World of Adventures Resort Theme Park, THORPE PARK Resort Theme Park and Alton Towers Resort Theme Park will require visitors who only just meet the minimum height requirements to be accompanied by an individual aged 16 years or over.
All visitors, their family members and friends entering a Merlin Attraction by virtue of an admission ticket are required to comply with the booking and entry conditions (including without limitation any restrictions relating to height, weight, age (including the ages for which children are required to be accompanied by an adult) and any medical warnings) set out on Merlin's website. Guests should check the relevant Attraction's website before booking a visit or visiting.

Planned Seasonal Attraction Operating Dates

Products such as admission tickets purchased using the Merlin Gift Card will be subject to the operating calendars of each Attraction. Please check individual Attraction opening and closing dates on the relevant Attraction's website as outlined below. Please note that not all Attractions are open all year.

Alton Towers Opening Times

Chessington World of Adventures Opening Times

LEGOLAND Windsor Resort Opening Times

Thorpe Park Resort Opening Times

The London Eye and London Eye River Cruise Opening Times

Shrek’s Adventure London Opening Times

Madame Tussauds London Opening Times

The London Dungeon Opening Times

SEA LIFE London Opening Times

Warwick Castle Opening Times

Cadbury World Opening Times

The Bear Grylls Adventure Opening Times