Terms & Conditions

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Visitor Terms & ConditionsTicket PolicyAdmission TicketsEvent TicketsRock the CastleRefundsOnline TransactionsWebsite Terms of Use

Visitor Terms & Conditions

  1. All prices are in pounds sterling £ inclusive of the current rate of Value Added Tax VAT applied in the UK (where applicable) and are correct at the time of entering the information onto the system. We accept Visa, Visa Delta, Mastercard, and Visa Electron.  Pembroke Castle reserves the right to increase or decrease our prices at any time before booking.
  2. It is the sole responsibility of the bearer of this ticket to check the opening, event and tour times of Pembroke Castle.  We reserve the right to change these times.
  3. Tickets are not valid for groups and can only be used by individuals unless expressly stated.  For group bookings please contact us.
  4. No two special offers can be used in conjunction with each other.
  5. Children under the age of 16 must be accompanied by an adult, aged 18 or over.
  6. Pembroke Castle reserves the right, in its absolute discretion, to refuse entry to or remove from its premises or the vicinity, any person who:
    • has been convicted of a criminal offence, which, in its opinion, is likely to affect the safety or enjoyment of others;
    • has behaved in a manner or is likely to affect the safety or the enjoyment of others;
    • has used threatening, abusive, or insulting words or behaviour, or in any way provokes or behaves in a manner which may provoke a breach of the peace;
    • is thought to be under the influence of alcohol or other substances.
  7. Any behaviour likely to cause annoyance or confusion of any kind to others is not permitted.  Visitors are expected to respect and conform to local laws and customs.  If, in Pembroke Castle's opinion, a visitor is behaving in such a way to cause danger, distress, or annoyance to others, or damage to property, he/she may be removed from the premises without refund.  In addition, he/she must meet any expenses incurred as a result of such behaviour.
  8. Save as otherwise permitted by Pembroke Castle, all persons entering must pay for admission.  Tickets must be retained at all times and submitted for inspection if required.  Any person attempting to gain admission without a valid ticket may be ejected.
  9. Pembroke Castle will use all reasonable endeavours to ensure that all of its exhibits/displays are open for use by visitors during normal opening hours.  However, Pembroke Castle reserves the right , in its absolute discretion, whether for safety resons or otherwise, and with or without prior notice, to close either fully or partially.  In the event of full closure, Pembroke Castle will refund any visitor the cost of his or her prepaid ticket, if that ticket has been purchased for that day and not been transferred at the discretion of the visitor.  Otherwise Pembroke Castle shall have no liability whatsoever, including no liability for travel expenses or any other out-of-pocket expenses.
  10. Other than liability for death or personal injury resulting from Pembroke Castle's negligence, Pembroke Castle, its employees and agents shall not be liable for any loss or damage, direct or indirect, howsoever arising.
  11. Only food and beverages purchased from Pembroke Castle may be consumed in the Pembroke Castle Cafe, otherwise, these must be consumed outside, where there are plenty of picnic tables available.
  12. In accordance with Smoke-free Premises etc. (Wales) Regulations 2007, smoking is strictly prohibited in any enclosed or susbtantially enclosed area within the castle.
  13. Pets or animals are expressly prohibited, with the exception of well-behaved dogs on short leads, guide dogs, and hearing dogs; however, only guide dogs or hearing dogs are allowed in Pembroke Castle's Gift Shop and Cafe.
  14. If, for some reason, you are unhappy with any aspect of your Booking with us, please contact us.  Where possible, please quote the relevant Booking Reference Number and provide all other relevant information.

Ticket Policy

Admission Tickets

  1. Admission tickets are valid for one day admission. Each ticket is valid for one person.
  2. An admission ticket includes, for the date purchased, entrance to the castle, and access to any free guided tours and free events happening during our regular opening hours, unless otherwise stated.
  3. Please be aware that the purchase of an Admission Ticket does not allow you access to special events such as Outdoor Theatre, Ghost Tours, and concerts.  To purchase tickets for special events, you must place a separate order.
  4. Tickets are non-refundable and may not be copied, transferred or resold to other parties.  Please be aware that each ticket will be scanned on admission, and visitors holding copies of your ticket will be refused entry.
  5. Admission prices are for the date you have purchased, and these prices will remain the same until the end of that year.
  6. There is no student or army concession on Admission Tickets. The concession rate applies to the over 65s, under-16s, and the registered disabled.
  7. Children under the age of 3 go free.
  8. Children under 16 must be accompanied by an adult (18+).
  9. For registered disabled visitors accompanied by a carer, both must purchase a tickets, but this will be at the concession rate.  You may be asked to provide proof of your registered disability.
  10. School and Group Booking rates are only applicable when booked 48 hours in advance, over the phone.  To place such a booking, please contact us.
  11. The Pembroke Castle Membership discount of 10%, only applies to purchases made in our Gift Shop and Cafe, and does not apply to any ticket purchases.
  12. Visitors should check opening times before a visit.
  13. Unless permission has been granted by Pembroke Castle, you may not combine a ticket with any hospitality, travel or accommodation service and / or any other merchandise, product or service to create a ticket package, and sell or otherwise transfer such ticket package for profit or commercial gain.
  14. A ticket shall not be used for advertising or promotions unless formal written permission is given by Pembroke Castle.
  15. Occasionally, our free regular events and free guided tours are cancelled, or the times changed, for a variety of reasons, please contact us for exact instructions in this instance.
  16. All prices are in pounds sterling £ inclusive of the current rate of Value Added Tax VAT applied in the UK (where applicable) and are correct at the time of entering the information onto the system. We accept Visa, Visa Delta, Mastercard, and Visa Electron.

Online Admission Tickets

  1. Admission Tickets will remain valid for a single use until the end of the year of purchase.  If you are unable to attend the castle on the day purchased, this may be transferred to another date in that same year. It is the visitor's responsibility to check the castle's opening times to make sure that Pembroke Castle will be accepting Admission Tickets on the day which they wish to attend.

In-store Admission Tickets

  1. Admission Tickets purchased in Pembroke Castle's Gift Shop are only valid for the day of purchase, unless otherwise agreed by Pembroke Castle's management.

Event Tickets

  1. Event tickets are valid for the event and date purchased only. Each ticket is valid for one person.
  2. An Event ticket includes entrance to the castle at the time of the event, and the event booked.  Please be aware that there may be restricted access in the castle during special events, and the same access, services, and amenities open to day visitors may not be available.
  3. Please be aware that the purchase of an Event Ticket does not double up as an Admission Ticket for daytime entry into the castle, or that day's free regular events or free guided tours.  To purchase an Admission ticket for a particular day, you must place a separate order.
  4. Tickets are non-refundable and may not be copied, transferred or resold to other parties.  Please be aware that each ticket will be scanned on admission to the event, and visitors holding copies of your ticket will be refused entry.
  5. Event prices are for the date you have purchased, and Pembroke Castle reserve the right to change the price of any sequential events.
  6. There are no concessionary prices unless otherwise stipulated.
  7. Children under 16 must be accompanied by an adult (18+).
  8. For registered disabled visitors accompanied by a carer, both must purchase a ticket.  Whether there is a concessionary rate or not in this instance, will be detailed in the Event information on this website.  In the case of concessions for registered disabled visitors, you may be asked to show proof of your registered disability.
  9. Pembroke Castle Membership does not include access to special events, and Event Tickets must be purchased regardless of Membership.  The Member's discount of 10%, only applies to purchases made in our Gift Shop and Cafe, and does not apply to any ticket purchases.
  10. Visitors should check event times before their visit.
  11. Unless permission has been granted by Pembroke Castle, you may not combine a ticket with any hospitality, travel or accommodation service and / or any other merchandise, product or service to create a ticket package, and sell or otherwise transfer such ticket package for profit or commercial gain.
  12. A ticket shall not be used for advertising or promotions unless formal written permission is given by Pembroke Castle.
  13. Occasionally our special events are cancelled, or the times changed, for a variety of reasons.  If you have purchased Events Tickets online or given contact details in-store when purchasing your tickets, we will endeavour to contact you in advance to notify you of these changes. See below for information regarding refunds.
  14. All prices are in pounds sterling £ inclusive of the current rate of Value Added Tax VAT applied in the UK (where applicable) and are correct at the time of entering the information onto the system. We accept Visa, Visa Delta, Mastercard, and Visa Electron.

Rock the Castle

  1. For our Rock the Castle Terms & Conditions please click here.

Refunds

  1. Ticket(s) are non-refundable. There will be no refunds due to weather conditions, length of queues, waiting times, changes to regular free events, free guided tours or partial closure of the castle. In the event of adverse weather conditions, areas of the castle may be closed off for the safety of our visitors.  Refunds will not be given in this instance.  It is up to the visitor to check our website, social media, or phone in advance for any weather closure updates.
  2. If, however, adverse weather conditions lead us to cancel a special after-hours event, or to the full closure of the castle, then full refunds will be issued. If you require a refund in this instance, please contact us within 7 working days of the site closure. Requests received outwith this time frame will not be granted.
  3. On receipt of a refund request, we will endeavour to process your request within 7 days on receipt of your application. If your request is approved we will process your payment back to the card used to make the purchase. It may take up to 5 working days for funds to return to your account.

Online Transactions

Purchase Policy

  1. You will be guided through the process of placing an order by a series of simple instructions on the website.  You will be sent an order confirmation email detailing the tickets which you have purchased.  All tickets, with the exception of Rock the Castle tickets, are in the form of e-tickets.  You must show this e-ticket in the Castle's Gift Shop before being allowed admission, either as a print-out showing the barcode, or on a mobile device.
  2. Non-acceptance of an order may be a result of one of the following:
    • Our inability to obtain authorisation for your payment;
    • Technical errors;
    • You not meeting the eligibility to order criteria set out in the Registration & Security section above.
  3. Tickets purchased are non-refundable and non-transferable for re-sale or otherwise to other parties.
  4. Unless permission has been granted by Pembroke Castle, you may not combine a ticket with any hospitality, travel or accommodation service and / or any other merchandise, product or service to create a ticket package, and sell or otherwise transfer such ticket package for profit or commercial gain.
  5. A ticket shall not be used for advertising or promotions unless formal written permission is given by Pembroke Castle.
  6. It is your responsibility to check your order and tickets throughout the online purchase process; mistakes can not always be rectified.
  7. Whilst we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of tickets you have ordered, we will inform you as soon as possible.
  8. Occasionally events are cancelled for a variety of reasons, please contact us for exact instructions in this instance.
  9. To complete a transaction when purchasing tickets on our website, you will be asked to complete a checkbox acknowledging that you have read and understand our Terms & Conditions. This also indicates that you have acknowledged and accept our Terms & Conditions. 

Payment

  1. All prices are in pounds sterling £ inclusive of the current rate of Value Added Tax VAT applied in the UK (where applicable) and are correct at the time of entering the information onto the system. We accept Visa, Visa Delta, Mastercard, and Visa Electron.
  2. The total cost of your order is the price of the Ticket(s), including any Booking Fees & Postage, if applicable. Payment can be made by any of the methods specified above and payment will be debited and cleared from your account at time of order. Prices may change at any time prior to acceptance of your order.
  3. You confirm that the credit/debit card that is being used is yours.
  4. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.
  5. Credit card transactions are made on a separate secure server, with full encryption of all credit card data. Your credit card details and personal information will not be shared with any other company or organization. 

Ticket Printing & Delivery 

  1. All tickets, with the exception of Rock the Castle tickets will be in e-ticket format only. Customers will receive an email confirmation with their Print at home ticket(s) attached as an Adobe PDF. Customers must show this ticket, either printed out or on a mobile device, in Pembroke Castle's Gift Shop on the day of their visit.
  2. If you have purchased Rock the Castle tickets, you will receive an email confirmation with Proof of Purchase attached as an Adobe PDF. This Proof of Purchase is not a ticket and will not give you access to the event. Tickets will be posted within a month of purchase via Recorded Delivery, and will require you to sign on receipt.  Please note that you will need these tickets to gain access to the event on the day. Pembroke Castle will not accept liability for lost or damaged tickets after their receipt. If you have not received your tickets, please contact us as soon as possible before the event.

Description of Tickets

  1. We will take all reasonable care to ensure that all details, descriptions and prices of Tickets appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information including Product descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order.
  2. Any description given is for information only and does not constitute a sale by description. No warranty (express or implied) is given concerning the quality, condition or suitability for any purpose of any Tickets purchased.

Refunds

  1. Please check the Refunds section above.

Website Terms of Use

Please read this agreement carefully before using the services. They represent the Terms and Conditions for using Pembroke Castle's website, run by Pembroke Castle.

  1. In using this site you are agreeing and are bound to the Terms as stipulated by Pembroke Castle. If you do not agree to these, then do not use our website. You are permitted to use our website solely on the basis of these Terms. We reserve the right, at our discretion, to update and/or revise these Terms. Please check periodically for changes.
  2. To complete a transaction when purchasing tickets on our website, you will be asked to complete a checkbox acknowledging that you have read and understand our Terms & Conditions. This also indicates that you have acknowledged and accept our Terms & Conditions. 

Disclaimer

  1. Pembroke Castle’s website and material relating to information, tickets, events and services (or to third party information, tickets, events and services), is provided ‘as is’, without any representation or endorsement made and without warranty of any kind whether express or implied, including, but not limited to, the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security, completeness and accuracy.
  2. Pembroke Castle does not warrant or represent that the functions contained in the material available on this site will be uninterrupted or error free, that defects will be corrected, or that this site or the server that makes it available are free of viruses or represent the full functionality, accuracy or reliability of the materials.
  3. In no event will Pembroke Castle be liable for any expense, loss or damage including, without limitation, indirect or consequential loss or damage, or any expense, loss or damage whatsoever arising from use, or loss of use, of data, or loss of profits, arising out of or in connection with the use of www.pembrokecastle.co.uk or reliance on its content.
  4. No data transmission over the internet can be guaranteed as totally secure. Whilst we strive to protect such information, we do not warrant and cannot ensure the security of any information which you transmit to us. Accordingly, any information which you transmit to us is transmitted at your own risk.

Intellectual Property & Right to Use

  1. You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.
  2. You acknowledge and agree that the material and content contained within the website is made available for your personal non-commercial use only and that you may (if necessary to make a Purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the website is strictly prohibited.
  3. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.
  4. Copyright:
    • You may use and re-use the information featured on this website (not including logos or images) free of charge in any format or medium. We encourage users to establish hypertext links to this website.
    • For enquiries regarding the use and re-use of this information resource please contact us.
  5. Re-Using Third Party Material
    • To use any third party material on this website, i.e. in some cases photographs, authorisation to reproduce such material must be obtained from the copyright holders concerned.  To check the copyright status of items in advance of use, please contact us.
  6. Linking to Pembroke Castle's Website
    • Pembroke Castle encourages users to establish links to the site. You don't have to ask for permission to do this.
  7. Images, Photography and Video
    • For authorisation to use images and photographs on this site please contact us. Images and videos on Pembroke Castle's Facebook, Twitter, Instagram and You Tube channel are subject to the licence restrictions shown on those sites, but are normally available to be re-used with attribution for non-commercial purposes only.

Assignation

  1. You may not assign or otherwise transfer any of your rights under these Conditions. 

Indemnity

  1. You agree fully to indemnify, defend and hold us, and our trustees, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this website, or the use by any other person accessing the website using your details and/or your Personal Information. 

Our rights

  1. We reserve the right to:
    • modify or withdraw, temporarily or permanently, this website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the website;
    • change the Conditions from time to time, and your continued use of the website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the website;
    • withdraw any Tickets from this website at any time and/or remove or edit any materials or content on this website.
    • We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any Ticket from this website whether or not that Ticket has been sold; removing or editing any materials or content on the website; refusing to process a transaction; or unwinding or suspending any transaction after processing has begun.
    • Pembroke Castle management also reserves the right to refuse admission to any ticket holder and, in the interest of the public and for safety reasons, we also reserve the right to ask guests to leave at any time. 

Limitation of Liability

  1. While we will use reasonable endeavours to verify the accuracy of any information we place on the website, the website is provided on an "as is" and "as available" basis without any representation or endorsement and we make no warranties of any kind, whether express or implied, in relation to the website, or any transaction that may be conducted on or through it including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.
  2. We make no warranty that the website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website.
  3. We will not be liable, in contract or delict (except in the case of fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:
    • any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings);
    • or any loss of goodwill or reputation; or any special or indirect losses, suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.
  4. Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.
  5. Nothing in the Conditions shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.
  6. We shall not be responsible for any breach of these Conditions caused by circumstances beyond our control. The provision of this website does not include provision of computer or other necessary equipment to access the website. To access it you will need an Internet connection and appropriate telecommunication links. For the avoidance of doubt, we shall not be liable for any telephone or other costs that you may incur. 

Severance

  1. If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions. 

Waiver

  1. If you breach these Conditions and we ignore this, we will be entitled to use our rights and remedies at a later date or in any subsequent situation where you breach the Conditions. 

Entire agreement

  1. The Conditions in force at the date of dispatch of your Product govern our relationship with you. You confirm that, in accepting the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. 

Law

  1. The Conditions shall be governed by and construed in accordance with the laws of England and Wales and you irrevocably submit to the exclusive jurisdiction of the courts of England and Wales. 

Definitions

  1. In these terms and conditions, unless the context otherwise requires, the following words and phrases shall have the following meanings: 
    • "Terms" or "Conditions" means these terms and conditions;
    • "Personal Information" means the details provided by you on registration;
    • "Ticket" means a Ticket displayed for sale on the website;
    • "Users" means the Users of the website collectively;
    • "we/us" means Pembroke Castle;
    • "website" means the Pembroke Castle website, mobile website, our webstore, Earls & Staff app, or any subsequent URL that may replace them;
    • "you" means a User of this website and, where applicable, the party purchasing the Ticket. 

Contact Us

If Users have any questions or suggestions regarding our Terms & Conditions, please contact us.