Online ticket sales

Terms and conditions of online ticket sales



These terms tell you the rules for online ticket sales on our website (our site).

WHO WE ARE AND HOW TO CONTACT US is a site operated by the D-Day Museum (“We”). We are operated by Portsmouth City Council whose registered office is Civic Offices, Guildhall Square, Portsmouth PO1 2XL.

To contact us, please email or telephone our customer service line on 023 9288 2555.

How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

“Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.


By using our site, you confirm that you accept these terms of use and that you agree to comply with them.

If you do not agree to these terms, you must not use our site.

We recommend that you print a copy of these terms for future reference.


These terms of online ticket sales refer to the following additional terms, which also apply to your use of our site:

Our Terms and Conditions for using the website;

Our Privacy Policy, which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our site, you consent to such processing and you warrant that all data provided by you is accurate; and

Our Cookie Policy, which sets out information about the cookies on our site.



1.1 Placing your order. Please follow the onscreen prompts to place an order. Each order is an offer by you to buy the ticket(s) specified in the order subject to these terms. A maximum number of 14 tickets can be purchased. For bookings of 15 tickets and over, these are group bookings and you will need to contact the museum for purchase of these tickets.

1.2 Correcting input errors. Our order process allows you to check and amend any errors before submitting your order to us. Please check the order carefully before confirming it. You are responsible for ensuring that your order is complete and accurate.

1.3 Acknowledging receipt of your order. After you place an order, you will receive an email from us acknowledging that we have received it, but please note that this does not mean that your order has been accepted, The D-Day Story museum and associated events are subject to availability. Please ensure you have checked online before your visit to confirm museum availability and are aware of any closures. Our acceptance of your order will take place as described in clause 1.4 below.

1.4 How we will accept your order. 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.

1.5 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the event ticket(s) have sold out, because of unexpected limits on our resources which we could not reasonably plan for, our inability to obtain authorisation of payment, or because we have identified an error in the price or description of the event.

1.6 Your order number. We will assign an order number to your order and 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.



If you wish to make a change to the ticket(s) you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the ticket(s), or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.



3.1 Minor changes to the events. We may change the event:

(a)  to reflect changes in relevant laws and regulatory requirements; and

(b)  to implement minor technical adjustments and improvements, for example to address a security threat.

3.2 More significant changes to the products and these terms. In addition, as we informed you in the description of the event on our website, we may make the following changes to the event but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.



4.1 If the product is a one-off purchase of digital content. We will make the digital content available for download by you as soon as we accept your order. The process for us accepting the order is set out in clause 1, above.

4.2 You must inform us of any change of address, contact phone number or email address, both before and after receipt of the tickets. Our contact details are set out at the beginning of the terms. Our preferred method to contact you is email, so you should take care to provide a current, valid email address and be aware that your email filter settings may treat our emails as spam or direct them to your junk folder.

4.3 We are not responsible for delays outside our control. If our supply of the ticket(s) is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any ticket(s) you have paid for but not received.

4.4 Reasons we may suspend the supply of ticket(s) to you. We may have to suspend the supply of a ticket to:

(a)  deal with technical problems or make minor technical changes;

(b)  update the ticket/event details to reflect changes in relevant laws and regulatory requirements;

(c)  make changes to the ticket/event details as requested by you or notified by us to you.

4.5 Your rights if we suspend the supply of tickets. We will use our best efforts to ensure that the museum is open for use by visitors during normal opening hours [10:00 to 17:30 April to September, 10:00 to 17:00 October to March, except 24 to 26 December]. However, the museum reserves the right, in its absolute discretion, whether for safety reasons, mechanical breakdown or otherwise, and with or without prior notice, to close the museum or any part of it. We will contact you in advance to tell you we will be suspending supply of the tickets, unless the problem is urgent or an emergency. You may contact us to end the contract for a ticket if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 14 days and we will refund any sums you have paid in advance for the ticket(s) in respect of the period after you end the contract, but otherwise shall have no liability whatever, including no liability for travel expenses or any other out of pocket expenses, in respect of closure of part or all of the museum, or cancellation of any booking.



5.1  Exercising your right to change your mind If you are a consumer then you have a legal right to change your mind within 14 days of making the booking and receive a refund. The process for doing this is set out below:

5.2   Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

(a)  Phone or email. Call customer services on 023 9288 2555 or email us at  Please provide your name, home address, details of the order and, where available, your phone number and email address.

(b)  By post. Print off the form here and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.




6.1 Where to find the price for the ticket The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We use our best efforts to ensure that the price of the ticket advised to you is correct. However please see clause 6.3 below for what happens if we discover an error in the price of the ticket you order.

6.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the ticket, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

6.3  What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the tickets we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the ticket correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the ticket’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

6.4  When you must pay and how you must pay. We accept payment with Visa, MasterCard, Maestro and JCB. All payments are in Great British Pounds [GBP].
Visa logo Mastercard logo Maestro logo JCB logo



7.1 Nothing in these terms limits or excludes our liability for:

(a)  death or personal injury caused by our negligence;

(b)  fraud or fraudulent misrepresentation;

(c)  breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or

(d)  any other liability that cannot be limited or excluded by law.

7.2  Subject to clause 7.1 we will under no circumstances be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Contract for:

(a)  any loss of profits, sales, business, or revenue; or

(b)  loss or corruption of data, information or software; or

(c)  loss of business opportunity; or

(d)  loss of anticipated savings; or

(e)  loss of goodwill; or

(f)  any indirect or consequential loss.



8.1  How we will use your personal information. We will use the personal information you provide to us:

(a)  to supply the ticket(s) to you;

(b)  to process your payment for the ticket(s); and

(c)  if you agreed to this during the order process, to give you information about similar events that we run, but you may stop receiving this at any time by contacting us.

8.2 We will only give your personal information to third parties where the law either requires or allows us to do so.



9.1 Tickets must not be sold or resold and are non-transferrable. You may be asked for photo identification to match your ticket name, if you are unable to provide matching identification, the museum reserves the right to refuse entry.

9.2 Supervision. Children under the age of 16 must be accompanied by an adult, aged 16 years or over at all times.

9.3 Refusing entry. The attraction reserves the right, in its absolute discretion, to refuse entry to any person into the museum.

9.4 Inspection. Tickets must be retained at all times and submitted for inspection if required by any employee or agent of the attraction.

9.5 To prevent offensive weapons or dangerous articles from being taken into the museum, all visitors are admitted subject to a condition that, if requested to do so, they will allow themselves and/or their belongings to be searched.

9.6 Smoking and vaping are strictly prohibited within all areas of the museum.

9.7 Pets or animals of any nature are expressly prohibited in the museum itself, except for assistance dogs.

9.8 Lost tickets cannot be replaced under any circumstances.

9.9 Original tickets only – photocopies etc. will not be accepted. Tickets must not be laminated.

9.10 Photography. From time to time the attraction or other authorised parties may carry out photography and/or video recording and/or other monitoring on or in the vicinity of the attraction, which may feature visitors. By accepting these terms and conditions, you agree that the museum or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with the museum or such authorised party (as the case may be). If you have any objection, should this happen when you attend the D Day Museum, please contact us on the above contact details.

9.11 Severance. Each paragraph of these terms operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

9.12 Third party rights. The Contract is between you and us. No other person has any rights to enforce any of its terms.

9.13 Governing law and jurisdiction. This Contract is governed by English law and each party irrevocably agrees to submit all disputes arising out of or in connection with this Contract to the exclusive jurisdiction of the English courts.