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Terms of Service

Terms of service

Terms & Conditions

When you’re checking out and click “I’ve read and accept the terms & conditions”, you are agreeing to:

  • Allow Kielder Observatory to see the address details you entered
  • Proceed to make a payment via WorldPay (Kielder Observatory does NOT have access to your payment card details)
  • Allow Kielder Observatory to use your e-mail address (we will ONLY use your e-mail address to send updates on your order and news on events, products and promotions – we will NEVER share your details and you can opt out at any time)
  • Adhere to our Refund Policy

General Terms of Use

The content of the pages of this website is for your general information and use only. It is subject to change without notice.

Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

All trademarks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.

Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.

From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Ticketing

When purchasing admission tickets please follow the guidelines with regards to age suitability

Tickets are valid for the time and date specified only, are non-refundable are non-transferable, and cannot be used in conjunction with any other promotional discount or special offer. We can however with 14 days notice of your event transfer your booking onto another event subject to an administration fee of £5.00. Please email our admin team on admin@kielderobservatory.org who will be happy to help

Kielder Observatory reserves the right to cancel events and refunds will be given in this instance. Details of the programme may change.

Kielder Observatory reserves the right to refuse admission or to eject customers in reasonable circumstances (for example taking health and safety, environmental and security concerns into account).

Please note that visiting the Observatory during the evenings is only possible if you have booked an event ticket. We are not open to visitors who are not booked on events.

The Observatory is clearly signposted from the main “C200” road, do not turn off this main road until you see the Observatory sign. For those of you with a Sat Nav the nearest postcode is NE48 1ER however this is for Kielder Village and following your Sat Nav to this destination may leave you lost – stay on the main road and look for the brown ‘Kielder Skyspace & Observatory’ signpost

Sometimes it is necessary for the gate that allows access up the forest track to be locked due to snow & ice etc — if you arrive to find the gate locked please park in the adjacent car park and await a member of staff who will direct you to the Observatory

Concessionary tickets, where available, are for those who are aged 65 and over, aged 16 and under and those who are registered disabled

If you have any access enquiries please contact our customer service team on (0191) 265 5510 before your visit.

A family ticket, where available, is for four people: 2 adults and 2 children

Dogs are not permitted on site except for guide dogs.

Booking, refunds and cancellations

Once your booking has been processed you will receive an email confirmation to the email address you specified. It is your responsibility to check, prior to purchase, that the information you have supplied to us in respect of your online ticket requirements is accurate. We are only responsible for issuing online tickets in accordance with the information you provide. Once purchased, the date for which your ticket has been purchased cannot be changed. Payments for tickets are non-refundable, save where an event is cancelled by the observatory. Kielder Observatory reserves the right to cancel events and refunds will be given in this instance. Tickets are only valid for the date stated upon them.

Save in respect of liability which cannot be limited by law, our liability to you pursuant to these booking conditions is limited to the face value of the ticket purchased.

These booking terms and conditions are governed by English law and subject to the non-exclusive jurisdiction of the courts of England and Wales.

On arrival

On arrival at the Observatory, the following will be required:

  • The name and booking reference number provided at the time of purchase (The observatory reserves the right to refuse admission if the correct booking reference is not produced).
  • Suitable proof of age (ID) for age concessionary tickets may be required. You may be refused entry or asked to pay the full admission price if suitable proof is not provided.

No smoking policy

The Observatory is committed to providing a healthy, safe and comfortable environment for all visitors, customers, contractors and staff. To this end, smoking is prohibited in all buildings and outside areas across the site except for the designated smoking areas. E-cigarettes are also prohibited.

Gift Shop

Delivery

Most orders placed before 3pm are picked, packed and despatched the same day, next day at the latest. Most orders are sent by First Class mail ‘signed for’, however please allow 3-5 days for delivery of larger orders that need to be sent by carrier. You will receive an e-mail with your tracking link.

Returns, Replacements and Refunds

If you change your mind or decide that you don’t like the product you’ve received, please contact us as within 7 days to let us know. You can return items to us, unused and in its original condition including any outer packaging, and we will be happy to offer you a full refund (excluding any original delivery charges). Please ensure that you use sufficient packaging to return items to us to avoid them being damaged in transit.

Missing and Damaged Items

You have the right to refuse to accept delivery of damaged goods. If an item does arrive damaged, please contact us on the day it is received and we will be happy to help.

If your order has not arrived within 5 days of it being placed, please contact us and we will track your order and, if it is deemed to be missing, we will arrange a replacement.

Please note that replacements are subject to stock availability.