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Terms & Conditions


The Story Museum is registered with the Fundraising Regulator and is committed to ensuring that our fundraising is legal, open, honest and respectful. We comply with the principles set out in the Regulator’s Fundraising Promise which you can read here.

Terms and Conditions of Sale for tickets at The Story Museum (relating to day tickets and event tickets).

For terms and conditions relating to our learning & participation programme activities, please see separate Ts&Cs here

For terms and conditions relating specifically to our workshops and courses, please scroll down the page.

To ensure that everyone has the best experience at The Story Museum, tickets are subject to the following terms and conditions of sale.

Ticket Sales

Tickets are sold by The Story Museum: registered charity no. 1107809 and registered company no. 4780380.

The purchase of a ticket entitles the bearer to access to The Story Museum’s exhibitions for a day visit or named event, at the time and date stated on the face of the ticket. Please check your ticket(s) carefully on receipt, and notify The Story Museum as soon as reasonably possible, if the event/date/time is not as you expected.

Please note that purchase of an event ticket does not include entry to The Story Museum’s exhibitions unless otherwise stated; and vice versa.

The Story Museum's digital events are web-based events which can be accessed through desktop or mobile devices using the link provided in the email sent to you prior to the event. You are solely responsible for ensuring that you have the necessary desktop or mobile equipment and internet connection for accessing the digital event.

When you purchase (a) ticket(s) through The Story Museum’s ticket office your contact and ticket details will be held by The Story Museum to administer the ticket booking system. The information is held for administrative and statistical purposes and may be used to send you future marketing information about The Story Museum and its events and any special offers related to your past booking history. You will always be given the opportunity to opt out of any such further marketing communications. We do not sell the personal data we collect. In accordance with current data protection law we do not share the personal data that we collect unless you have given express permission for us to do so. We do share anonymized data (eg attendance figures) with our major funders and stakeholders as part of our reporting requirements.

Payment details will be encrypted in our secure booking system.

When you book tickets online you must ensure the details you enter are both correct and accurate.

If you are making a booking on behalf of a party/group, you are responsible for all payments due from the party/group and must ensure the party/group is made aware of these terms and conditions of sale and admission. The Story Museum reserves the right to place restrictions on the volume of any tickets ordered. Due to current Covid-19 restrictions on numbers, online booking is restricted to 4 tickets per order. If you wish to bring a larger family group please contact the Box Office or call 01865 807600.

Ticket refunds, resalse and exchanges

The Story Museum is happy to offer a full refund, or offer to exchange your ticket(s) (to the same value) for another ticket if we cancel or alter in a material way an event, as advertised. In the case of cancellation, The Story Museum is not liable for additional travel or accommodation expenses.

If you find that you are unable to use your Gallery, Small Worlds or City of Stories ticket, provided that you contact The Story Museum at least 48 hours before the advertised start time, you may ask for your tickets to be transferred to an alternative date/time. If you are unable to rebook your tickets you may request a credit on your account equal to the value of your unused tickets.

For on-site events, if you find you are unable to use your ticket(s) for whatever reason, The Story Museum can try to resell them for you, on the understanding that The Story Museum's own available remaining tickets take priority. This means that your tickets will only be eligible for resale if the event is sold out. You must contact The Story Museum at least 48 hours before the advertised start time. We will make all reasonable attempts to resell your tickets, however we cannot guarantee resale.

For streamed events with access to a post-event recording, The Story Museum will not offer a refund or refund to credit if you do not use your ticket.

If your ticket is for one of our day-long skills courses please scroll down for the terms and conditions that relate to our workshops and courses.

If your tickets are eligible for recrediting, as outlined above, please email the Box Office with your name and booking reference. Credits may be used to purchase tickets over the telephone by calling 01865 807 600 or when booking online at Credits can be redeemed against Galleries, Small Worlds, City of Stories or on-site events at The Story Museum and are valid for one year from date of issue. After this period, the credit will become a charitable contribution to The Story Museum.

Prices, concessions, discounts and fees:

The Story Museum operates a flat price ticketing system. The Story Museum reserves the right to introduce discounts and price changes at any time without offering refunds.

The Story Museum will issue guidance on the age appropriateness of our exhibitions and events and advise bookers to heed these when arranging their visit. Children under 12 months old will be issued a complimentary ticket. There are certain performances and events particularly designed for the very young, where children under 12 months will be charged entry. For other family events please call or email the Box Office to request a complimentary ticket for children under 12 months old.

The Story Museum does not charge booking fees. An opt in donation maybe requested at the point of sale, in support of our ongoing fundraising.

Visitor access, comfort and security

The Story Museum is committed to providing access to all and is happy to make reasonable adjustments to ensure you enjoy your visit. If you have any specific concerns regarding The Story Museum‘s ability to accommodate you please talk to our ticket office staff prior to your visit. You may find it useful to look at the Safety and Accessibility page before you arrive.

All visitors must have a valid ticket for the day or event unless specific alternative arrangements have been made.

We will endeavour to admit latecomers if possible but please be aware that at busy times and for some events this may not be possible. Latecomers will not be eligible for full or part refund. Please note that due to the nature of the experience, latecomers will NOT be admitted to City of Stories.

The Story Museum reserves the right:

  • to refuse admission or remove you from the venue without a refund in circumstances such as the refusal of security checks or if staff consider your behaviour may affect other people’s enjoyment or the running of the event
  • to provide alternative tickets to those designated, should the staging of the event require this change
  • to refuse admission to those carrying prohibited items, e.g: glass bottles, items that could be used as a weapon, recording equipment
  • to make alterations to the advertised event, programme or casting in reasonable circumstances without any obligation to refund monies or exchange tickets
  • to cancel or abandon any event without notice and without liability for compensation or damage other than up to a full refund of the ticket price paid.

Under the terms of our licence agreements The Story Museum is required to refuse admittance to any person in a state of intoxication or whose conduct is deemed to be conducive to any breach of the peace.

Recording, photography or copying of any artistic performance, work or film is not permitted under the terms of Copyright, Designs and Patents Act 1988 (and subsequent amendments). Application can be made for specific, limited, personal, educational or press purposes by contacting the Marketing Department on 01865 790050.

Unauthorised recording, photography and copying of any artistic performance, work or film within The Story Museum is not permitted.

For the enjoyment of all visitors, The Story Museum requests mobile phones/pagers are turned off during a performance and ask that you refrain from talking through a performance.

Smoking is not permitted anywhere within The Story Museum including the external courtyard.

Food and drink may not be taken into any of the Museum spaces unless they are purchased or served as part of a specific event and consumed in designated spaces.

Strobe lighting, smoke effects and raised sound levels are sometimes used in exhibitions and events, The Story Museum will display signage to this effect clearly at the entrance to the event. If you have any particular concerns please talk to ticket office staff prior to the event.

The Story Museum aims to provide a safe, welcoming environment for all of our visitors. We recommend you keep all personal belongings with you at all times. In the absence of any negligence or breach of duty by The Story Museum or its staff you will be responsible for any loss, theft or damage to your belongings.

Nothing in these terms and conditions excludes or limits the liability of The Story Museum for death or personal injury caused by The Story Museum’s own negligence or fraudulent misrepresentation.

Visitor data

All tickets are sold subject to the General Data Protection Regulation (GDPR); a copy of The Story Museum’s Privacy Statement is available here.

We do not sell the personal data we collect. In accordance with current data protection law we do not share the personal data that we collect unless you have given express permission for us to do so. We do share anonymized data (eg attendance figures) with our major funders and stakeholders as part of our reporting requirements.

From time to time The Story Museum will film/record activities and events in the Museum for security, broadcast or promotional reasons, without payment. Visitors likely to be affected by this will be offered the opportunity to opt out. Our policy around children and vulnerable people requires us to seek express consent from their responsible adult before they are included in any filming.

Visitor feedback and complaints relating to ticket sales

The Story Museum is committed to providing a high quality of service, facilities and programme. If you have any comments following your visit, please talk to a member of staff who will be happy to take down the details and/or discuss with you. Formal complaints will be dealt with according to our complaints procedure.

Terms and Conditions specific to Workshops and Courses

Fees, payment and cancellation

A workshop or course can only be attended following payment and on presentation of a valid ticket. If applicable, proof of qualification for any concession price must be shown.

Occasionally due to an unforeseen circumstance, workshops and courses may have to be postponed or cancelled in which case The Story Museum will attempt to notify you of this as quickly as possible. Participants will be given the opportunity to transfer to another workshop or course, or if this proves impossible, will be offered a full refund. If there is a difference in price after a booking is transferred you will be asked to pay the balance upon collection of the new ticket or the credit will be issued to you either by bank transfer or a refund to the debit or credit card used to pay for the original course.

Minor changes of course content or a change of facilitator will not be subject to our cancellation policy. Facilitators themselves cannot cancel and/or rearrange sessions for participants who for any reason cannot attend their class.

If your child is unable to take up their place on a pre-booked day-long skills workshop or course The Story Museum can try to resell your ticket(s) for you, on the understanding that The Story Museum's own available remaining tickets take priority. This means that your tickets will only be eligible for resale if the event is sold out. You must contact The Story Museum at least 48 hours before the advertised start time. We will make all reasonable attempts to resell your tickets, however we cannot guarantee resale.

Participant Conduct

Workshop and course participants are expected to conduct themselves in a respectful manner according to our Visitor Charter and to recognise that other participants may require support and assistance. Where a participant becomes persistently disruptive, we reserve the right to offer a verbal warning and if this does not resolve the situation you may be asked to leave the course. Participants cannot invite members of the general public to sit in and observe sessions. A parent of a young child may stay for a period to settle the child into their session but is encouraged to leave eventually so the child can develop a relationship with the session facilitator (unless for specific family activities where parents are encouraged to attend the session along with their child to support their learning). Children cannot attend courses for adults. All The Story Museum session leaders are DBS checked and work within The Story Museum’s Safeguarding policy.

Health & Safety

Children attending sessions must be signed in and out by the named contact given at the point of booking. Please advise us in advance if you wish to make alternative arrangements, such as giving permission for your child to make their own way home.

All session leaders and participants are expected to abide by The Story Museum health and safety requirements.

For health and safety reasons and out of consideration for other students, it is not possible for adult course participants to bring a young baby or child into sessions at The Story Museum unless stated otherwise. Should a student with access needs wish to bring along a carer, that person should be there to assist them rather than participate in the class.

Events in the learning programme for children and young people have a suggested age range. Please do not enrol children outside the recommended age range on programmes as they are likely to find them unsuitable. You are welcome to discuss particular needs with the Box Office team if you are unsure.

We do not accept safeguarding responsibility for participants under 18 without completed participation enrolment forms signed by a parent/guardian. We reserve the right to refuse admittance to an activity without a completed form.

Workshop supervisors or first aiders may administer emergency treatment to the participant in the event of an accident or illness and will act in the parent/carer’s stead in approving necessary medical care.


We may take photographs during the sessions for future use in publicity. By signing the relevant section of the workshop booking form you are giving your permission for us to use any photographs taken for publicity purposes. If you change your mind and are not happy for your child to appear in pictures, please let us know.