Terms & Conditions

In these conditions, “we” are City Cruises Plc and “you” are the customer.

Competitions

The following terms and conditions cover all competitions and prize draws on Ahoy London. If individual competitions  have additional terms and conditions, these will be explained in the relevant article.

Competitions are open users from the UK, excluding employees of City Cruises. and its associated or affiliated companies, and their families, agents or anyone connected with the competition, including third party promotional partners.

No purchase necessary. The prize is non-transferable, has no cash value and is not for re-sale.

The winner may be required to provide their delivery address and mobile number. We may publish your name and location when announcing the winner.

To the best of our ability, we will strive to permit ensure users are entered into the prize draw only once, regardless of how many times they may submit their details, or perform any other action required.

We reserve the right to alter the terms and conditions relating to competitions without warning if we deem it appropriate and necessary to do so.

Services and safety

We reserve the right, when necessary, to alter timetables, re-route vessels for reason of safety or stop them serving a pier, without notice.  Although any such action will be exceptional, we do not guarantee to operate any  services in accordance with published schedules, or at all.

You may use any of our vessels if you have a ticket which is valid and available for your journey. Our services are often heavily patronised so we cannot guarantee to provide you with a seat, or accommodate you at all, on a particular vessel or sailing.

For your own safety and the safety of others, you must follow instructions given by our crew when on board any of our vessels.

For safety reasons you must not smoke (except in designated smoking areas) or use roller skates, roller blades or skateboards on our vessels or any facilities controlled by us.

The master may refuse to carry any passengers, or direct any passenger to disembark, where the behaviour of that passenger is liable to cause nuisance or offence to the other passengers or put at risk the safety of the passenger, other passengers, crew or vessel.

The Company will not be liable for any loss, damage or delay to any persons or their possessions whilst embarking or disembarking from the vessel or during the voyage which may arise from or be in any way connected with any act, omission or negligence of any person employed by the Company.

The Company will not be liable for death or personal injury to any persons resulting from any act or omission other than the Company’s negligence.

Tickets

You must have a ticket, which is valid and available for inspection, for the journey being made. You must use it in accordance with these conditions and it must be returned to us as soon as you have finished using it if we so request. All tickets remain our property.

Our tickets can only be used by the person for whom they were bought, or to whom they were issued, and cannot be resold or passed on for further use. This invalidates them.

Where tickets are available for travel on the services of more than one operator, the conditions which will apply to each part of your journey will be those of the operator whose service is being used.

You must have your ticket ready for inspection at any time during your journey and you must hand it over for examination by a member of our crew, Police Officer or other authorised person if you are asked so to do.

If you wish to travel outside the availability of your ticket, or before or after the times that it is valid, you will need to pay an additional fare. We reserve the right to require you to disembark if the additional fare is not paid.

Children under the age of five may travel free of charge provided they are accompanied by the holder of a ticket and do not occupy a seat to the exclusion of a full-fare-paying customer. This facility is limited to a maximum of two children per ticket holder. Children aged 5 to 16 years inclusive may travel at the child rate except on certain services where it is advertised that no child fares are available.

If you buy a ticket with a credit or debit card to which you do not have legal right, the ticket will be invalid from the date of issue and you will be liable to pay the full fare for any journey(s) made using that ticket.

Whilst we try to ensure that all information, particularly times and prices, displayed on our web-sites are accurate errors may occur. If we discover an error in the price of a ticket you have purchased, we will try to inform you as soon as possible and give you the option of either reconfirming your purchase at the correct price or cancelling it. If we are unable to contact you for any reason, we reserve the right to treat the purchase as cancelled.

If you present a mis-priced ticket at embarkation, we reserve the right to withdraw the ticket, cancel it and refuse travel unless and until another ticket has been purchased at the correct price for the intended journey. Cancellation under any of these circumstances will entitle you to a full refund of any sums you have paid.

Replacement tickets, refunds and compensation

If your ticket is lost, damaged or can no longer be read, we may, at our discretion, replace it free of charge, provided we can confirm that it is valid. In order to verify your purchase we will need your City Cruises booking reference which is contained in your confirmation e-mail and shown on the original ticket page. Please note that it is not possible to verify your ticket purchase with your credit or debit card reference because this does not contain the details of the ticket(s) purchased.

We do not accept liability for any loss resulting from our failure to provide an advertised service, or where delay occurs to those services, for any reason. We may, however, at our discretion, consider a refund on any ticket which is unused or only partially used as a direct result of a failure on our part to provide the advertised service for which the ticket was purchased.

Refunds will not be granted other than in the circumstances described in 2 above.

Rescheduling requires a minimum of 72 hours notice before the travelling date (not applicable to Christmas Day products & New Year’s Eve products.)

We are not able to take menu orders on the vessels. Please email your menu options toinfo@citycruises.com 72 hours before the event (Christmas Day products & New Year’s Eve products menus must be confirmed at time of booking)

All requests for refund or replacement ticket(s) must be made in writing to City Cruises plc, Cherry Garden Pier, Cherry Garden Street, Rotherhithe, London SE16 4TU, England and be accompanied by the relevant tickets purchased, your City Cruises booking reference (contained in your confirmation e-mail and on the original ticket page) AND the credit/debit card reference issued when your purchase was confirmed.  Refunds cannot be authorised or transacted at any other location or by any other means.

Any refunds agreed will be made entirely at our discretion and without prejudice.

Suspected fare evasion

We reserve the right to withdraw any ticket at any time although we will not do this without good reason.

If we think that you have used or tried to use any ticket to defraud us we may cancel the ticket and not re-issue it. If this happens you will forfeit the right to any refund for the unused portion. If sufficient grounds exist for us to believe that you have attempted to defraud us, then we may instigate legal proceedings against you.

Your ticket is invalid if we believe that it has been tampered with deliberately, or if it is damaged to such an extent that it cannot be read. In the case of suspected tampering, we will not replace it and you must surrender the ticket if asked so to do by a member of our staff.

Access

Not all of our vessels have been designed or adapted for passengers in wheelchairs. If you intend to travel on a vessel which has not been so designed or adapted, you must satisfy yourself as to its suitability before embarking.

When travelling on any vessel not adapted for wheelchair access, if you use a wheelchair you must bring enough helpers to enable you to make your journey safely including getting on board the vessel and leaving it at your destination.

Even on vessels designed or adapted for wheelchair access it may not be possible for you to sit in a wheelchair at a table and, for reasons of safety, you may be asked to move from your wheelchair into a fixed seat, in which case the wheelchair will be stowed in a safe place.

Under no circumstances must wheelchairs obstruct any access to safety and life saving equipment, gangways, stairs or passageways.

Luggage, belongings and animals

For safety reasons, and for the comfort of passengers, we have to restrict the amount and type of luggage, including pushchairs and shopping trolleys, that you can take with you on our services. You may, at the discretion of the crew, take with you the following items, provided they do not obstruct access to safety and life saving equipment, gangways, stairs or passageways and are not put on seats:

Personal luggage

Pushchairs and buggies

Prams

Bicycles

Other items provided they are not deemed likely to injure anyone.

You may not take on board:

Any item that is more than two metres long

Hazardous or inflammable substances

We reserve the right to restrict the carriage of any luggage when there is a need for increased security and to refuse permission for you to take any item at all on to a vessel.

If you are registered blind you can be accompanied by a guide dog and travel without charge.

If you are registered deaf you can be accompanied by a hearing dog for the deaf, for which there will be no charge.

At the discretion of the Master, you can take with you a dog or other inoffensive animal, without charge, provided it is kept under control, either on a lead or carried in a suitable container, and is not put on a seat. The Master may direct which part of the vessel you can occupy if you bring an animal on board. We can refuse permission for you to take an animal on our vessels if this condition is not met or if the animal seems dangerous. Crews are not allowed to take charge of any animal.

We do not accept responsibility for any luggage, belongings or animals brought on board. If you bring any such items on board they remain your responsibility at all times.

Lost Property

We deal with lost property in accordance with our lost property procedures, which are available for inspection on request.

If you find any lost property on our vessels or facilities, do not touch it but please alert a crew member immediately.

If we think unattended property may be a security threat, the police or security services may be called to attend and the item(s) may be destroyed.