Conditions générales de Vente du Pass - London Pass

Terms & conditions of purchase of the pass


1.1 “The credits package” is the pre-paid digital credits package which is purchased via the app or our website.


2.1 These terms and conditions constitute the contract with you for the purchase and use of the credits package and are deemed to have been accepted by you by your agreement to purchase the credits package.

2.2 Your credits package will be dispatched to you following receipt of your payment. Your credits package is available for use as soon as your payment has been credited. The credits package can be activated (first used) any time from 12 months from the date of purchase, unless purchased during a promotional period outlined in section 2.3.    

2.3 Credits packages purchased in 2019 and 2020 can be activated (first used) any time from  24 months from the date of purchase in response to the COVID-19 global health crisis.  Credits packages will be activated upon first attraction use.  

2.4 LPG acts as principal on its own account and not as agent for you or for any Attraction or Special Offer provider.

2.5  Offers outlined in the website, app, or guidebook are at times subject to attraction partners’ rules. This can include custom refund or booking instructions. Customers must adhere to those rules, suggestions and regulations accordingly.  


3.1 For purchases made after September 1, 2020:  Orders within 90 days of purchase are eligible for cancellation. You have the right to cancel your eligible order within 90 days of completing your online or in-app order, provided that the credits package is unused. Cancellations within 14 days of purchase can be made free of charge. Cancellations after 14 days, but within 90 days are subject to a processing fee based on the currency in which the purchase was made:

AED 150
AUD 30
USD 30
EUR 30
GBP 30
SGD 40
THB 1,000
HKD 300

Cancellations and refunds will not be issued past 90 days of purchase date. This does not affect your statutory rights.  

3.2 Your order becomes ineligible for cancellation if it is used or activated. Cancellations will not be honored if cancellation is requested outside of 90 days from purchase date. Note that at times the attraction will require advance booking.  If an attraction offer is pre-booked, the visit will be consumed from the credits package, and a refund will no longer be applicable.

3.3 To cancel, you must contact LPG within 90 days of ordering online by email or phone. LPG will reimburse you according to the provisions outlined in section 3 as soon as reasonably practical.

3.4 Any physical credits packages or tickets that may be associated with an order must be returned to the following address before an order will be refunded. Examples of physical credits packages or tickets include, but are not limited to travel cards. Please contact LPG customer service to start the process for return. Please note that refunds will not be issued if prior authorization has not been obtained by LPG customer service. 


4.1 The credits package entitles the holder to admission to listed attractions and services (“Attractions”) upon presentation without further payment, together with other offers and discounts where appropriate (“Special Offers” and/or “passholder offers”). Admission to Attractions is subject to the credits package being valid and to there being sufficient value remaining. All Attractions are required to accept admission as outlined in the attraction offer for the product purchased, subject to their normal admission criteria.  Customers must adhere to any refund requirements or special terms written on the attraction pages on our website, the app, or guidebook..

4.2 There is a limit of one person per credits package, although customers may purchase credits packages for their use and others who will be the sole users of their respective credits package. 

4.3 credits packages may not be resold, except by contracted wholesalers of LPG products.

4.4 Use of a single credits package to gain admissions for multiple individuals constitutes fraud and may be subject to legal action. LPG customers agree to reimburse LPG for costs incurred through misuse of the credits package including amounts LPG is contractually bound to pay visited Attractions, as well as legal and recovery costs incurred by LPG to obtain such reimbursement from customers. Should the passholder use the credits package improperly, they agree to indemnify LPG for any damages suffered as a result of such misuse.


5.1 LPG has done its best to ensure the accuracy of the information on our website and in the Attraction descriptions, which will accompany credits packages. Because conditions, including but not limited to hours, holiday closures, refund or change procedures, etc. at these Attractions may change from time to time subsequent to the purchase date, LPG cannot guarantee that each facility will continue to honor its indicated commitments at the time that the passholder makes use of the credits package. To the extent permitted by law, LPG is not liable for any loss, expense, damage, or other inconvenience caused in any way by the passholder’s reliance upon information contained on the website or in the Attraction descriptions accompanying your credits package.

5.2 Occasionally, an error may occur, and products may be either incorrectly priced or described in which case we are not obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all. We reserve the right to correct any errors from time to time. We will (at our discretion) either cancel your order and refund the price you have paid or use reasonable endeavours to contact you and ask you whether you wish to continue with the order at the correct price or correct description. If we are unable to contact you or you do not wish to continue with the order at the correct price or correct description, we will cancel your order and refund the price you have paid.


6.1 LPG shall not be liable for any deficiencies in service, problems with admission, public health violations, safety problems, or personal injury or sickness, including any health and safety matters with COVID-19, that should arise when the passholder visits any listed Attraction. Such problems shall be a matter to be resolved between the passholder and that facility, just as it would be the case if a customer conducted business with any facility without the use of LPG products. 

6.2 LPG is not responsible for traffic conditions or weather that may affect a customer’s ability to use LPG’s products.

6.3 LPG is responsible to you for foreseeable loss and damage that may be caused by us (not by any third party), where we are in breach of these Terms or we fail to use reasonable skill and care.

6.4 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or that of our employees or agents, or for fraud or fraudulent misrepresentation.

6.5 LPG will not be liable in any amount for failure to perform any obligation under these Terms if such failure is caused by the occurrence of any unforeseen contingency beyond our reasonable control, including without limitation internet or communications outages, fire, flood, terrorism, war, pandemic, act of God, or Force Majeure. 

6.6 Nothing in these Terms shall exclude or limit any statutory or common law rights that you enjoy as a consumer.


7.1 If LPG does not enforce any provision of these Terms this will not be considered a waiver of any provision or right.  If we delay in enforcing these Terms we can still enforce them later.

7.2 These Terms are subject to the laws of England, whose courts shall have exclusive jurisdiction in the event of any dispute of claim.

7.3 We may transfer our rights and obligations under these Terms to another organisation. You are not permitted to transfer, sub license or deal in the credits package without LPG's prior written permission.

7.4 These Terms do not create any right of enforcement under the Contracts (Rights of Third Parties) Act 1999.

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