Annual Passes Terms & Conditions

Important Information

Please note, due to a change in management from 1st August 2025, existing Passholders who have purchased a Pass on or before 31st July 2025 will have access to the Blackpool Tower, Peter Rabbit Explore & Play, The Blackpool Tower Dungeon and Madame Tussauds Blackpool until 31st December 2025, excluding any applicable restricted or closed dates, and subject to membership fees being paid continuously during this time.

From 1st August 2025, new and renewing Merlin Annual Passholders and new Merlin Monthly Memberships will no longer have access to the Blackpool Tower, Peter Rabbit Explore & Play, The Blackpool Tower Dungeon and Madame Tussauds Blackpool included with their Pass.

Merlin Annual Pass - Essential Terms & Conditions

These are the terms and conditions ("Terms") on which we supply Merlin Annual Passes ("Merlin Annual Pass") to you ("Passholder" or "you"). Please read these Terms carefully before you submit your order for any Merlin Annual Pass to us. These Terms tell you who we are, how we will provide the Merlin Annual Pass - Essential to you, what to do if there is a problem and other important information.

We are Merlin Attractions Operations Limited, a company registered in England and Wales, with company number 06272935 and our registered office address is at Arbor Building, 16th Floor, 255 Blackfriars Road, London, SE1 9AX ("Merlin" or "we"). You can contact us by writing to us at info@merlinannualpass.co.uk or Merlin Annual Pass - Essential Team, Chessington World of Adventures Resort, Leatherhead Road, Chessington, Surrey, KT9 2NE. If we have to contact you, we will do so using the contact details you provide when you purchase a Merlin Annual Pass - Essential.

These Terms are integral to each Merlin Annual Pass - Essential and are independent of any other contract and cannot be varied (other than in accordance with Term 20). Purchase and use of a  Pass is in accordance with the regulations of each individual Attraction (as defined below in Term 1), copies of which are available at each Attraction or can be obtained online at https://www.merlinannualpass.co.uk/information/Merlin Annual-pass-terms. Please ensure that you are willing to be bound by these regulations before purchasing your Merlin Annual Pass - Essential.

When you place an order for a Merlin Annual Pass - Essential on our website our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. We will assign a number to your order and will tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

You can contact us within 14 days of entering into this contract (which happens when you purchase your Merlin Annual Pass - Essential as described above) to cancel your contract and receive a refund as follows: contact us during the 14 day period with the completed model cancellation form at the end of these Terms or email us during the same period at info@merlinannualpass.co.uk. The Merlin Annual Pass - Essential starts immediately after your purchase as requested by you on the website at the time of purchase (by clicking the relevant box just before payment). If you have used your Merlin Annual Pass - Essential during the 14-day cancellation period before contacting us to cancel your Merlin Annual Pass - Essential, you must pay us the amount proportionate to the value of the services supplied before cancellation. We shall be entitled to set off any such payment you are required to make against the amount to be refunded.

A Merlin Annual Pass - Essential will only be valid when it is used and/or presented by the named holder, it displays a clear photograph which must be a true likeness of the named holder, and it is within the Validity Period (as defined in Term 3). Any use or attempted use of a Merlin Annual Pass - Essential in breach of these Terms or the relevant Attraction's regulations will result in the Merlin Annual Pass - Essential being revoked without a refund and/or compensation.

For the avoidance of doubt, Pass sharing is a breach of these Terms and any attempted use of a Merlin Annual Pass - Essential by someone other than the photographed and named holder, regardless of the reason, will result in access being refused and the Merlin Annual Pass - Essential being revoked without a refund and/or compensation. For this reason, you should ensure that your Merlin Annual Pass - Essential is kept in a safe and secure location where others will not have access to it.

  1. The Merlin attractions that are part of the Merlin Annual Pass - Essential scheme are: Alton Towers Resort Theme Park, the LEGOLAND® Windsor Resort Theme Park, Thorpe Park, Chessington World of Adventures Resort Theme Park, Warwick Castle, DreamWorks Tours Shrek's Adventure! London, Madame Tussauds London, the London Eye, LEGOLAND® Merlin Annual Centre (Birmingham, Manchester), 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) based in the UK and Cadbury World. (All of these attractions shall be collectively referred to as "Attractions" and "Attraction" shall be interpreted accordingly).

1.1 The Attractions that are part of the Merlin Annual Pass - Essential scheme are listed above (Term 1). No other Merlin attraction will be part of the Merlin Annual Pass - Essential scheme unless expressly stated by Merlin. If you turn up to any attraction which is not listed in Term 1 above, the attraction staff have the right to reject your Merlin Annual Pass - Essential and require you to buy a non-refundable full price ticket for entry into the relevant attraction on that day.

1.2 Before booking or visiting an attraction, please check if your pass is valid at that attraction on the Website or contact Merlin Annual Pass directly, using the contact details set out in the second paragraph of these Terms.

  1. The prices of each of the Merlin Annual Passes are notified to you before you purchase a Merlin Annual Pass - Essential. However, you are recommended to check the following link for any updates to such prices: https://www.merlinannualpass.co.uk/compare-passes/new-pass.
  2. Subject to Terms 10, 11, 13, 14 and 15, a Merlin Annual Pass - Essential entitles the holder to admission to the Attractions for a period of 12 months from the date of issue ("Validity Period") and is subject to the operating calendars of each Attraction and any applicable exclusion dates, and Term 4 below. The ʻvalid untilʼ date will be displayed on the digital Merlin Annual Pass - Essential when issued and Passholders can use their Merlin Annual Pass - Essential up to and including the ʻvalid untilʼ date. Please check individual Attraction opening and closing dates on the relevant Attraction's website and the Merlin Annual Pass - Essential exclusions and restrictions set out at Terms 4, 5 and 6 before your visit. Please note that not all Attractions are open all year.
  3. Merlin reserves the right to vary the opening and closing dates of the Attractions, to require pre-booking for any Attraction (for which a small fee may apply), to impose or vary limits on the numbers of persons (or of particular categories of persons based on matters including but not limited to what type of pass or entry ticket they may intend to use) allowed to book entry for or to enter any Attraction on any given day/ at any given time, to close, remove or cancel all or any part of the rides, events or facilities within the Attractions, and to remove Attractions from the Merlin Annual Pass - Essential scheme in each case for one or more of the following reasons: technical, health and safety, legal, regulatory and/or operational reasons, temporary or permanent closure of Attractions, attractions ceasing to be owned or controlled by Merlin, or due to special events or private functions. Any such variation, requirement or other change shall take immediate effect upon its adoption by Merlin. Unless you have exercised your right to cancel your Merlin Annual Pass - Essential within 14 days of entering into this contract as described above, the full value or any part of the value of the Merlin Annual Pass - Essential will not be refunded nor will any compensation be payable if any of the Attractions become unavailable or if any or part of the Attractions (or any part of any of the Attractions) are temporarily or permanently closed or removed from the Merlin Annual Pass scheme. Merlin will endeavour to publish relevant information as soon as possible if an Attraction requires advance booking, is operating under capacity restrictions, has reached capacity, has booked out of all or certain categories of entry slots at certain times/ on certain days, is closing or where certain rides or part of an Attraction becomes unavailable. Passholders are advised to check the Merlin Annual Pass Facebook feed, https://www.facebook.com/merlinannualpass/ and the website, https://www.merlinannualpass.co.ukfor any cancellations or closures and special events (which may have additional costs) taking place on the relevant date and/or time of their proposed visit. Please note that some Attractions are subject to adverse weather conditions and therefore Passholders are advised to check the relevant Attraction website before travelling.

4.1 Planned Maintenance Closure Dates

4.1.1 Please note that the London Eye will be shut for maintenance for up to three weeks in one month of each year. Please check www.londoneye.com for details of closure. The London Eye River Cruise will also close for scheduled maintenance for a period in January. Please check www.londoneye.com for details of the closure.

Merlin may, at any time, in its absolute discretion, add any further maintenance closures which shall be applicable to the Merlin Annual Pass - Essential.

4.2 Merlin Annual Pass - Essential Exclusion Dates

4.2.1 The Merlin Annual Pass - Essential does not allow entry to any Merlin attraction on the following:

Select dates. For 2026 the following dates are restricted;
February – 14th & 15th
April – 5th & 6th
May – 3rd, 4th, 24th & 25th
August – 1st, 8th, 15th, 22nd , 29th, 30th & 31st
October – 17th, 24th, 25th, 31st  
November – 6th, 7th, 8th
December – 19th, 26th, 27th

Merlin may, at any time, in its absolute discretion, add any further exclusions which shall be applicable to the Merlin Annual Pass - Essential as determined by Merlin.

4.3 Planned Seasonal Attraction Operating Dates

The Merlin Annual Pass - Essential is subject to the operating calendars of each Attraction Please check individual Attraction opening and closing dates on the relevant Attraction's website as outline 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 Opening Times

The London Eye 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

SEA LIFE Birmingham Opening Times

LEGOLAND Merlin Annual Centre Birmingham Opening Times

SEA LIFE Manchester Opening Times

LEGOLAND Merlin Annual Centre Manchester Opening Times

SEA LIFE Blackpool Opening Times

Peter Rabbit™: Explore & Play Opening Times

The York Dungeon Opening Times

The Edinburgh Dungeon Opening Times

SEA LIFE Brighton Opening Times

SEA LIFE Great Yarmouth Opening Times

SEA LIFE Hunstanton Opening Times

SEA LIFE Loch Lomond Opening Times

SEA LIFE Scarborough Opening Times

SEA LIFE Weymouth Opening Times

  1. The Merlin Annual Pass - Essential is subject to additional charges including, but not limited to, entrance fees, reservation or pre-booking fees (where applicable), parking fees, and/or booking fees for entry into:

5.1 Any concerts taking place at the Attractions, any themed and/or special events taking place at the Attractions including, but not limited to, Dungeon LATES, Shrekʼs Adventure! London LATES and SEA LIFE After Dark along with other events including (but not limited to) those managed by third parties;

5.2  All Christmas event openings including, but not limited to, the LEGOLAND® Windsor Resort Christmas add-ons and Chessington World of Adventures Resort Christmas add-ons;

5.3  Secondary attractions at Chessington World of Adventures Resort Theme Park including, but not limited to, VIP experiences, the Savannah Splash Pool and Gym, selected Halloween mazes and all attractions at Go Ape;

5.4  Secondary attractions at Alton Towers Resort Theme Park including, but not limited to, the Alton Towers Waterpark, Extraordinary Golf, and Scarefest Mazes.

5.5  Secondary attractions at Thorpe Park, including but not limited to, Fright Nights Mazes;

5.6 Any other event as determined by Merlin (acting reasonably) from time to time;

5.7  Parking at the Attractions; and

5.8 Any secondary attractions at Warwick Castle including, but not limited to, the Castle Dungeon, which are be subject to additional charges.

5.9 Special events taking place at SEA LIFE Centre Manchester (certain dates apply) are subject to additional charges. Merlin may, in its absolute discretion, add any further restrictions to the list set out in this Term from time to time which shall be applicable to the Merlin Annual Pass - Essential as determined by Merlin or in accordance with Terms 4, 5 & 6

  1. The Merlin Annual Pass - Essential will not guarantee immediate entry to any Attraction or any event at any time. At Attractions or events which allocate individual time slots for entry or where pre-booking is required, Merlin Passholders are required to book an available time slot or pre-book their entry in advance in order to access the Attraction or an event, otherwise they will not be permitted entry. Please note that all time slots are subject to availability, and that there may be different allocations of time slots for different categories of individual (eg based on ticket or pass type), so early booking is recommended. Passholders are able to book an available time slot online by registering an account at www.merlinannualpass.co.uk/prebook. When any Passholder has booked a timeslot (irrespective of Pass type), the Attraction may ask such Passholder to leave the Attraction at the end of their allocated timeslot.

6.1 Merlin Annual Pass – Essential holders are entitled to up to three active pre-books, per attraction, at any one time.

  1. A Merlin Annual Pass - Essential is only valid for standard London Eye tickets. A Merlin Annual Pass - Essential may not be used for any of the following (without limitation):

7.1  Admission on to the London Eye River Cruise;

7.2  Pre-booked capsules;

7.3  Private capsules;

7.4  Civil ceremonies or weddings;

7.5  Champagne Experience;

7.6  Themed seasonal tickets; or

7.7   Packages, such as restaurants, hotels, theatre and combination tickets.

8. To use a Merlin Annual Pass - Essential, the Passholder must show their digital Pass at the admissions office, turnstile or other authorised entry point of the relevant Attraction. Entry to an Attraction by use of a Merlin Annual Pass - Essential will only be permitted if a valid digital Merlin Annual Pass - Essential can be presented alongside a valid pre-book ticket bookable in the Passholder Pre-book Portal found at https://www.merlinannualpass.co.uk/prebook. Failure to present a valid Merlin Annual Pass - Essential will result in a charge of the "on the day" admission rate applicable to the relevant Attraction, which will be non-refundable. Re-entry to the same Attraction on the same day requires a hand stamp which will be given to the Passholder by the Attraction on exit from the Attraction.

8.1 Please only make bookings using your Pass if you are able to visit on that day. If you do not visit the attraction using your Pass before closing time on the day of the booking, we reserve the right to mark your Pass with a 'no show' and you will receive an email from us confirming this the same.

If you are a 'no show' three times within a 90-day period, we may also pause your Pass. If this happens, we will email you, and you will not be able to make any further bookings for 14 days after receipt of that email. 

If you would like to discuss or query any 'no show' status, or to cancel any bookings*, please contact our call centre on 01372 751411 (local rate number) on Monday - Friday from 9am - 4pm or fill in our contact form at https://support.merlinannualpass.co.uk/hc/en-us/requests/new to chat through your options with us.

9. All Merlin Annual Passes remain the property of Merlin and can be withdrawn at any time. Passholders shall take all reasonable steps to ensure that a Merlin Annual Pass - Essential is kept secure at all times and any Merlin Annual Pass - Essential which has been lost, stolen and/or damaged should be reported to the relevant Attraction pursuant to Term 16. Merlin Annual Passes are non-transferable and cannot be sold, loaned or given away to or used by a third party. A Merlin Annual Pass - Essential will automatically be deemed void and shall be revoked without a refund and/or compensation if sold, loaned or given away or if any attempt is made to sell, loan or give it away. In the absolute discretion of the relevant Attraction, access will be denied to any or all Attractions and the relevant Passholder's pass revoked, if Merlin considers the Passholder to be guilty of (i) fraud or attempted fraud in respect of the Merlin Annual Pass - Essential, (ii) misuse of the Merlin Annual Pass - Essential (e.g. abuse of the Merlin Annual Pass - Essential benefits); and/or (iii) inappropriate conduct. Inappropriate conduct includes, but is not limited to, displaying any sign or visible representation of any kind which is, or could reasonably be judged to be, threatening, abusive or insulting to any member of Merlin staff and/or other members of the public visiting the Attractions, or allowing or assisting a third party to attempt to gain unauthorised or improper access to any Attraction with a Merlin Annual Pass - Essential of which they are not the valid holder. For the avoidance of doubt, no refund and/or compensation will be given in such circumstances.

9.1 Merlin reserve the right to discontinue any Merlin Annual Pass - Essential product provided Merlin serve you with at least 45 days’ notice.

  1. An individual who has their Merlin Annual Pass - Essential revoked in accordance with Term 9 or 13 shall be prevented from obtaining a replacement Merlin Annual Pass and, in the future, is required to purchase a full price entrance ticket to enter an Attraction and this will be non-refundable. A year after the date an individual has their Merlin Annual Pass - Essential revoked, such individual can contact Merlin to purchase a new Merlin Annual Pass - Essential and Merlin will assess the revocation or ban at the time. The issue of any new Merlin Annual Pass in accordance with this Term 10 is at the absolute discretion of Merlin and is subject to availability. Individuals who are permitted by Merlin to purchase a new Merlin Annual Pass in accordance with this Term 10 shall be required to pay the full purchase price applicable at the time of purchase.
  2. An Annual Pass will automatically be deemed void and shall be revoked without a refund and/or compensation if Merlin reasonably believes a Passholder to be a convicted child sex offender or subject to the notification requirements of the Sexual Offences Act 2003, or subject to the Sexual Risk Order, Child Abduction Notice, or any other restrictions or requirements that protects the safety and welfare of children, or which Merlin reasonably judges could give rise to a breach of its commitment to the safeguarding of children. For the avoidance of doubt, no refund will be given in any such circumstances.
  3. An individual who has their Pass revoked in accordance with Term 11 shall be prevented from obtaining a replacement Pass and access will be denied to all or any of Merlin’s Attractions which in this instance shall be deemed to include any other resorts or attractions which may be operated by Merlin at any point in the future.
  4. A Merlin Annual Pass - Essential that is discovered to have been purchased through illegal methods (including, but not limited to, the use of fraudulent debit/credit cards) and/or through unauthorised third party channels, will be revoked without compensation. Should you require any further information regarding Merlin's approved third party suppliers, please contact info@merlinannualpass.co.uk.
  5. The management of the relevant Attraction, acting reasonably, reserves the right to refuse admission, or to refuse to allow pre-booking, at any time and for any reason including, but not being limited to, the Attraction being at full capacity.
  6. All Merlin Passholders 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.
  7. In the event of a lost, stolen and/or damaged Merlin Annual Pass - Essential, the Passholder should contact Merlin directly to have the relevant Merlin Annual Pass - Essential blocked. Contact details are set out at the beginning of these Terms.
  8. Unless stated otherwise, a Merlin Annual Pass - Essential cannot be used in conjunction with any promotional offer, voucher, advance booking or with any discount or retail/restaurant incentive. The Passholder is only entitled to the discounts stated in these Terms or such other discounts as made available to Passholders at Merlin's discretion from time to time.
  9. Once a Merlin Annual Pass - Essential has been purchased, the Passholder can only cancel the Merlin Annual Pass - Essential as described in paragraph 5 above. If you do not exercise your right to cancel within 14 days of entering into this contract as described above, your Merlin Annual Pass - Essential is non-refundable.
  10. Merlin is entitled, in its absolute discretion, to change the price payable for its Merlin Annual Pass - Essential at any time and for any reason and may from time to time offer pricing or promotional offers for purchasing the Merlin Annual Pass - Essential at specific Attractions, online, or through third party channels. Please note that Merlin does not price match the price payable for a Merlin Annual Pass - Essential. If Merlin changes the price payable for its Merlin Annual Pass - Essential, it will advise Passholders on the website. For the avoidance of doubt, any changes in pricing will not apply to existing Merlin Annual Passes retrospectively.
  11. Merlin reserves the right to vary these Terms by giving Passholders no less than 30 days' written notice of such variation by using the details provided to Merlin when the Passholder purchased a Merlin Annual Pass - Essential and by making a note of such changes available on the terms and conditions page of the website at https://www.merlinannualpass.co.uk/information/Merlin Annual-pass-terms so please review the website periodically for changes. If you do not accept the amended terms, this may affect our ability to provide certain products and services to you.
  12. Visitors under 12 years of age to Alton Towers Resort Theme Park, Chessington World of Adventures Resort Theme Park, Thorpe Park 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 under 14 years of age to LEGOLAND® Windsor Resort Theme Park and SEA LIFE Scarborough 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 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 LEGOLAND® Merlin Annual Centre (Manchester), 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. 
  13. Visitors under 90cm may enter Chessington World of Adventures Resort Theme Park, Thorpe Park, Alton Towers Resort Theme Park, LEGOLAND® Windsor Resort Theme Park, Warwick Castle, Shrek's Adventure! London, the London Eye, Madame Tussauds (London ), Cadbury World, LEGOLAND® Merlin Annual Centre (Manchester & Birmingham), SEA LIFE London and other SEA LIFE Centres and Sanctuaries free of charge when accompanied with a Passholder over the age of 18 and upon presentation of a free Under 90cm ticket bookable through the Pre-Book Portal here
  14. 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 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.
  15. All Passholders, their family members and friends entering a Merlin Attraction by virtue of a discounted entry 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. Passholders should check the relevant Attraction's website before booking a visit or visiting.
  16. If we fail to comply with these Terms, we are responsible for any direct loss or damage that you suffer provided that such loss or damage is a direct consequence and foreseeable result of our breach, and provided that you use all reasonable endeavours to mitigate such loss and/or damage. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the ordering process. We do not exclude or limit in any way our liability to you where it would be unlawful to do so.

Provision of Data and Merlin's Processing

  1. In order to implement and manage these Terms and to enable Merlin to comply with its contractual and statutory obligations, Merlin will require to process certain Personal Data relating to each Passholder as set out in Terms 26 to 28 inclusive. This is detailed in a separate Fair Processing Notice which will be provided to the Passholder under separate cover. For further details on how this may apply in practice, the Passholder may contact Merlin using privacy@merlinentertainments.biz.
  2. Each Passholder will be issued with their own digital Merlin Annual Pass - Essential and will be required to supply the following data: (a) their first name and surname; (b) their date of birth; (c) their residential address; (d) a contact telephone number; (e) a contact email address; and (f) a photograph which must be a true likeness of the holder, and which must conform to UK passport photo requirements.
  3. Each Passholder will be issued with their own digital Merlin Annual Pass - Essential and, for the avoidance of doubt, will be required to supply the details listed in Term 27 The purchaser of a Merlin Annual Pass - Essential must be 18 years or over (and if purchasing a Merlin Annual Pass - Essential on behalf of a minor (under 18s) the purchaser confirms that they are a parent or guardian of the minor and are authorised to share the minor's personal data (as set out in Term 27).
  4. If a disabled person holds a Merlin Annual Pass - Essential and requires a Carer Ticket, attractions may, at their discretion, provide this at no additional cost. To qualify, the Passholder must present valid documentation confirming eligibility for a carer, such as a Nimbus Access Card displaying the +1 symbol, proof of Disability Living Allowance (DLA), or Personal Independence Payment (PIP). Eligible Passholders will receive a complimentary digital Carer Ticket (“Carer Ticket”), allowing their carer to accompany them into the attraction for the day free of charge. 
  5. Carer Ticket: To obtain a Carer Ticket the disabled Merlin Annual Passholder making the request should contact the attraction in question and follow instructions to receive this.
  6. Ride Access Pass: Whilst a Merlin Annual Pass - Essential entitles the holder to admission to the Attractions, it does not automatically entitle a disabled person who is the holder the right to receive a priority entry pass for the rides ("Ride Access Pass"). Ride Access Passes are issued at the theme park Attractions and provides holders a reasonable adjustment to make queueing more accessible for those with a disability or long-term health condition. A Ride Access Pass will be provided at Merlin's discretion where Merlin is satisfied that that a Passholder is unable to queue at an Attraction, and provided that such Passholder is accompanied by someone aged 14 years or over. The terms and conditions of the Ride Access Pass may vary for each Attraction and therefore we recommend visiting the Attraction's website to view the terms ahead of your visit.

Fair Processing Notice

Merlin Attractions Operations Limited ("Merlin") is a British-based entertainment company, with a registered office at Arbor Building, 16th Floor, 255 Blackfriars Road, London, SE1 9AX, whose business is about creating unique, memorable and rewarding visitor experiences. A list of the Attractions and a note of the companies that make up the Merlin group which help to achieve this is available at https://www.merlinentertainments.biz/our-brands/ ("Merlin Group"). Merlin values the privacy of those individuals that it provides Merlin Annual Passes to. This fair processing notice ("Notice") sets out the basis on which Merlin processes and protects the personal data we collect from you in connection with the Merlin Annual Passes.

As Merlin is the company which was originally responsible for collecting information about you, it will be the Data Controller and can be contacted using the details set out below. You should be aware that although Merlin is principally responsible for looking after personal data collected in connection with a Merlin Annual Pass, information is likely to be held in databases which can be accessed by other Merlin Group companies, and other entities in the Merlin Group may also be Data Controllers where they control the use or processing of such data. In the context of the Merlin Annual Passes, Merlin will however be the single point of contact for all Merlin Group Data Controllers who can be contacted using the details set out below.

What personal information do we collect from you?

In relation to potential, historic individuals and current Passholders, we collect "Personal Information". This refers to information which identifies or is capable of identifying you as an individual. We collect the following data directly from you in the course of administering or promoting our Merlin Annual Passes:  Information that you provide when applying for a Merlin Annual Pass - Essential. Details of any concerns if you contact us with a query or issue. When you complete a survey to tell us how your experience of our attractions was and how we can improve, although you do not have to respond to them. Details of transactions you carry out to purchase a Merlin Annual Pass - Essential including your credit/debit card details.

Your name, address, telephone number and/or email address and any other data fields noted in Term 27 in order to contact you with details of your Merlin Annual Pass - Essential or in the unlikely event that we need to contact you urgently about your Merlin Annual Pass - Essential. These details are mandatory and failure to provide means that we cannot provide you with a Merlin Annual Pass - Essential.

We comply with principles of "data minimisation", and only collect the types and volume of Personal Information required to achieve the purposes set out in this Notice.

What purposes do we use your personal information for and what is the legal basis?

We will use the Personal Information we collect for the purposes of: contacting you in relation to service information, including, but not limited to, information about changes to these Terms, expiry reminders for your Merlin Annual Pass - Essential; ensuring the security and safety of our attractions as covered by your Merlin Annual Pass - Essential; and carrying out our obligations arising from any contracts entered into between you and us and ensuring we receive payment as required. We may also send you marketing materials (where we have appropriate permissions) as explained in more detail below. Merlin does not however send marketing materials to any child under the age of 13.

We will also need to use your personal data for purposes associated with our legal and regulatory obligations, including in relation to ensuring the health and safety of Passholders at any of our Attractions.

In the majority of cases, the processing of your personal data will be justified on one of the following bases: (i) it is provided for in the Merlin Annual Pass - Essential Terms and Conditions, and therefore necessary to give effect to that contract (purposes A and C described above); (ii) it is necessary for us to comply with a legal obligation (purpose B described above); or (iii) it is in our legitimate interests as a business, and our interests are not overridden by your interests, fundamental rights or freedoms (marketing purposes described below, save where opt-in consent is required by other data protection laws in which case our legal basis shall be your consent for the purpose of GDPR). That legitimate interest is our freedom to operate as a global organisation and to ensure that our Attractions are promoted.

PLEASE NOTE: If we have previously told you that we were relying on consent as the basis of our processing activities, going forward we will not be relying on that legal basis unless we have said that in this Policy.

Where a Merlin Annual Passholder provides evidence of a disability in accordance with Term 29 in order to apply for a Carer Pass or Ride Access Pass or in the event that a health and safety incident occurs at an Attraction, the Merlin Annual Passholder acknowledges that Merlin will be collecting special categories of personal data (e.g. health information regarding a disability, impairment or injury). Merlin shall only process such special categories of data where necessary to perform the contract, and where the Merlin Annual Passholder has consented to providing such data or where Merlin is relying on a specific exemption provided under local laws of EU Member States and other countries implementing the GDPR. Where possible, Merlin shall seek to minimise the collection and use of such sensitive personal data, and shall ensure that appropriate safeguards are in place to protect such special categories of personal data.

Merlin only collects special categories of personal information about individuals under the age of 13 where the parent or guardian has provided "consent" on behalf of the relevant minor while purchasing a Merlin Annual Pass in respect of that minor.

PLEASE NOTE. If you provide your explicit consent to allow us to process your special categories of data, you can withdraw your consent to such processing at any time. However, you should be aware that if you choose to withdraw your consent we will tell you more about the possible consequences, including if this means that certain services (in particular where you have applied for a Carer Pass) can no longer be provided).

Direct marketing

We may use your personal data to send you direct marketing communications about our Merlin Annual Pass - Essential. This will be in the form of email, post, SMS or targeted online advertisements. Where we, or any members of the Merlin Group, require explicit opt-in consent for electronic direct marketing in accordance with the Privacy and Electronic Communications Regulations we will ask for your consent. Otherwise, for non-electronic marketing or where we can rely on the soft opt-in exemption under the Privacy and Electronic Communications Regulations, we will be relying on our Legitimate Interests for the purposes of GDPR as further detailed above. You have a right to stop receiving direct marketing at any time - you can do this by following the opt-out links in electronic communications (such as emails), or by contacting us at campaigns@merlinentertainments.biz. We will keep a suppression list to ensure you don't receive further marketing unless you opt-in again, but we will still send you service messages - e.g. details about attraction opening times or updates the terms linked to your Merlin Annual Pass - Essential.

How long do we keep your personal information?

We will retain your personal data for as long as is reasonably necessary for the purposes listed above. In particular, where there has been no interaction from a Passholder (e.g. a purchase, newsletter sign up), a record will be archived after 2 years and deleted after 6 years. Where we are required to do so to meet legal, regulatory, tax or accounting requirements, we will retain your personal data for longer periods of time, but only where permitted to do so, including so that we have an accurate record of your dealings with us in the event of any complaints or challenges, or if we reasonably believe there is a possibility of legal action relating to your personal data or dealings. We maintain a data retention policy which we apply to records in our care. Where your personal data is no longer required and we do not have a legal requirement to retain it, we will ensure it is either securely deleted or stored in a way such that it is anonymised and the Personal Data is no longer used by the business.

Who do we share your personal data with?

We share data with other Merlin Group companies in order to carry out the purposes outlined above. We also share Personal data with third parties, which include:

  • Service Providers, who help manage our IT and back office systems, and assist with our Customer Relationship Management activities, such as Salesforce, Experian Marketing Services; Cheetah Digital; CTI Digital; Merkle; Avius Insight; Zen Desk; and HH Global (formerly Adare International.) Third parties that act as data processors are required to act only on our instructions as is necessary to perform services on our behalf and are required to comply with applicable legal requirements;
  • Social media platforms, including Facebook
  • Regulators, which include the ICO, as well as other regulators and law enforcement agencies in the E.U. and around the world; and
  • Solicitors and other professional services firms (including our auditors).

Furthermore, if required, we may disclose Personal Information in response to official government or regulatory requests; to law enforcement authorities to prevent physical harm or prevent or detect crime; or in the event of merger or acquisition.

Transfer of your personal information across borders

Some entities in the Merlin Group, with whom we share your data, and our service providers who have access to your personal data, are located outside the European Union. We will always take steps to ensure that any international transfer of information is carefully managed to protect your rights and interests, in particular for internal group transfers we have in place an intra group data transfer agreement which incorporates the EU Model Clauses pursuant to Article 46(2) of the GDPR. For external group transfers, we will either:

  • only transfer your personal data to countries which are recognised as providing an adequate level of legal protection in accordance with Article 45 of the GDPR; or
  • ensure that transfers outside the European Union are subject to an appropriate legal safeguard - for example, the EU Model Clauses pursuant to Article 46(2) of the GDPR and/or the EU - U.S. Privacy Shield for the protection of personal data transferred to the US (for further details, please see https://ec.europa.eu/info/law/law-topic/data-protection/data-transfers-outside-eu/eu-us-privacy-shield_en).

You have a right to ask us for more information about the safeguards we have put in place in relation to any data transfer agreement under which your personal data is transferred. Any data transfer agreement made available to you may be redacted for reasons of commercial sensitivity.

Protection of your information

We have implemented reasonable physical, technical and administrative security standards to protect Personal Information from loss, misuse, alteration, destruction or damage.

Your rights

You have the following rights in respect of your personal data:

  • Access: to obtain a copy of your personal data together with information about how and on what basis that personal data is processed;
  • Rectification: to rectify inaccurate personal data.
  • Right to be Forgotten: to erase your personal data in limited circumstances where it is no longer necessary in relation to the purposes for which it was collected or processed;
  • Restriction: to restrict processing of your personal data where: (a) the accuracy of the personal data is contested; (b) the processing is unlawful but you object to the erasure of the personal data; (c) we no longer require the personal data for the purposes for which it was collected, but it is required for the establishment, exercise or defence of a legal claim;
  • Objection: to challenge processing which we have justified on the basis of a legitimate interest;
  • Portability: to obtain a portable copy of your personal data, or to have a copy transferred to a third party controller; and
  • We do not carry out automated decision making which would trigger Article 22, but if we do in the future, we will notify you of this and set out your related rights.

To exercise your rights you can contact us as set out below. Please note the following if you do wish to exercise these rights:

  • We take the confidentiality of all records containing personal data seriously, and reserve the right to ask you for proof of your identity if you make a request.
  • We will not ask for a fee to exercise any of your rights in relation to your personal data, unless your request for access to information is unfounded, repetitive or excessive, in which case we will charge a reasonable amount in the circumstances.
  • We aim to respond to any valid requests within one month unless it is particularly complicated or you have made several requests, in which case we aim to respond within three months. We will let you know if we are going to take longer than one month. We might ask you if you can help by telling us what exactly you want to receive or are concerned about. This will help us to action your request more quickly.
  • Local laws, including in the UK, provide for additional exemptions, in particular to the right of access, whereby personal data can be withheld from you in certain circumstances, for example where it is subject to legal privilege.

CONTACT US

For changes, such as modifying your Personal Information where it is no longer accurate, and to exercise any of your rights, please contact info@merlinannualpass.co.uk with the subject heading "Exercise of Data Subject Right(s)".

If you have a complaint about how we have handled your Personal Information you may contact us in the first instance and we will attempt to resolve the issue as soon as possible. You also have the right to lodge a complaint with your national data protection supervisory authority at any time. In the UK, the supervisory authority for data protection is the ICO (https://ico.org.uk/). We do ask that you please attempt to resolve any issues with us first, although you have a right to contact your supervisory authority at any time.

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