Operator Terms and Conditions - our supplier

Should a booking be cancelled for any reason the below costs will be incurred if the tickets have not been despatched/voucher sent via email.

1 - 14 days before Departure 100% Cancellation Fee
15 - 28 days before departure 90% Cancellation Fee
29 - 60 days before Departure 75% Cancellation Fee
60+ days before departure £50 Cancellation Fee

Unused portions of tickets and excursions will NOT be refunded. Under no circumstances can Walt Disney World tickets be returned once they have been despatched from our office.

Agency status

We act as an agent for all suppliers and your contract is direct with the end supplier attraction. All guests agree to the individual supplier terms and conditions with details available upon request. We accept no liability for injury, illness, death, loss, damage, expense or any other such claim whilst at the suppliers premises or undertaking any activity as part of the ticket inclusion.

Despatch of tickets

All Disney, Universal, Flextickets, SeaWorld and Combo products are actual tickets (unless stated in product description). Seaworld passes are turnstile ready etickets allowing direct access to the park (including packaged combo tickets inclusive of Seaworld, Aquatica or Busch Gardens).
Tickets are dispatched via first class delivery and are the responsibility of the client once signed for. Tickets cannot be returned once despatched. Tickets are sent within approximately 18 days to the clients address. Certain tickets are date specific and event dates are liable to change. It it the clients responsibility to check tickets are valid for the intended visit prior to travel.
It is the clients responsibility to assess whether Special Delivery is required for the reservation regardless of the product type. Passes for the next calendar year are usually despatched around August so are exempt from the 18 day delivery timescale. Refunds are not provided for incorrectly selected delivery methods.
Discovery Cove produce E-Certificates, which give direct entry to the park, these are uploaded on to your order approx 7 days after purchase. We will send you an email when this has been done.
Dinner Shows, Blue Man Group, Kennedy Space Centre, Boggy Creek, Eat and Play, Kids Eat Free and Gatorland are issued as vouchers and are uploaded or emailed approx 3 days after purchase.
If you have booked Disney Tickets within 18 days of travel and been notified it will be a voucher, these will be uploaded to your order 3 days after purchase.
Reservation based products such as Discovery Cove and Limousine Dinner events are not confirmed until the reservation confirmation and tickets are sent via email. All guests booking Discovery Cove must be able to visit on 3 possible dates which is provided at the time of online booking.

For all all other destinations including California, Tenerife and Salou, we send VOUCHERS via email which are presented at the park for entry or exchange for a pass to cover the duration of your stay.

** IMPORTANT NOTICE - Walt Disney World tickets are non-cancelable, non refundable once despatched.

Full payment is required at the time of reservation. An automated reservation number will be despatched which should be quoted in all communications with themeparkdirect.co.uk.

All prices on website are live and are available at time of booking.

External circumstances

We will not accept liability or offer compensation if our performance or that of any of our suppliers is affected by an event beyond our control including war or threat of war, riots, terrorist activity, industrial disputes, natural or nuclear disasters, fire, bad weather conditions, technical problems to transport, temporary or permanent closure of attractions or any other force majeur.

Lost / Stolen Tickets
Should the postal service fail to deliver passes, we will issue a copy of the tickets which must be presented at the park for the re-issue of passes. Under no circumstances are we able to re-issue passes which have been sent.
If booking ticket only (no hotel, car rental or flight booked at the same time as park tickets), the transaction is classed as a single item and is not protected under ABTA as passes are received in advance of travel within a 14 day time frame from ordering.
We aim to communicate quickly and effectively to remedy the issue and will ensure the replacement passes are made available at your convenience.
Once booked, your reference number is your cover note so this should be quoted in all communications.
The price covers the entire purchase and is not a per person fee. Just select one ticket to cover your purchase.
Discovery Cove

Discovery Cove reservations are not confirmed until you receive the confirmed booking. If your dates are unavailable we will refund you. If your order contains other attraction tickets, they will be charged as per the order.

All bookings are subject to these terms and conditions of business.

CONTRACT: These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the principal(s) or other supplier(s) (e.g. tour operator/airline/cruise company/accommodation company) named on your receipt(s). We can book you a package holiday, in which case you will have one contract with the principal, or we can book the services that make up your holiday with different principals or suppliers, in which case you will have separate contracts with each of them. As agent we accept no responsibility for the acts or omissions of the principal(s) or supplier(s) or for the services provided by them. The principal’s(s’) or supplier’s (s’) Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them. Our Terms of Business are governed by English Law and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so. All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it.
BOOKING DETAILS: When a booking is made all details will be read back to you. Once you have confirmed these details we will proceed to confirm the booking with the principal(s) or supplier(s). Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport. The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy are available upon request.
PAYMENT: You will be required to pay the full balance for your booking at the time of booking. The contract does not come into existence until the order is shown as 'Completed'. We reserve the right to cancel order where a system error displays an incorrect rate.
CANCELLATION and AMENDMENT: Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If you cancel or amend your booking the principal(s) or supplier(s) may charge the cancellation or amendment charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements) and you must pay us the cancellation or amendment charge stated below.
INSURANCE: Many principals/suppliers require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.
DELIVERY OF DOCUMENTS: All documents (e.g. invoices/tickets) that require to be posted will be sent to you by First Class Recorded post or emailed. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you.
PASSPORTS, VISAS AND HEALTH: We can provide general information about the passport and visa requirements for your trip. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the principal(s) or supplier(s) accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date. Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.
FINAL TRAVEL ARRANGEMENTS: Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure.
COMPLAINTS: Because the contract(s) for your travel arrangements is between you and the principal(s) or supplier(s), any queries or concerns relating to the travel arrangements should be addressed to them. If you have a problem whilst on holiday, this must be reported to the principal/supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If you wish to complain when you return home, write to the principal/supplier. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish - please contact Customer Services. If the matter cannot be resolved and it involves us or another ABTA Member then it can be referred to the arbitration scheme arranged by ABTA, see www.abta.com
SERVICE CHARGES: In certain circumstances we apply a service charge for the services we provide. The client understand variable levels of commission on ticket sales are made to the agent.

If you or any member of your party have any disabilities, it is extremely important that we make the necessary arrangements to make your holiday go smoothly. We must therefore insist that you contact our offices on 0191 580 0099 before completing any reservation to ensure compatibility for the holiday that you chose.

Cancellation or amendment - Principal’s charge + £30 per person
Tickets despatched by insured delivery - £5.50 (Royal Mail Special Delivery)

Book with Confidence. We are a Member of ABTA which means you have the benefit of ABTA’s assistance and Code of Conduct. All the package and Flight-Plus holidays we sell are covered by a scheme protecting your money if the supplier fails. Other services such as hotels or flights on their own may not be protected and you should ask us what protection is available
Please check the FCO website prior to travel - www.gov.uk/knowbeforeyougo

themeparkdirect.co.uk is a trading name of Travelbuzz and is a trading division of Hays Travel Limited.

registered address: 25 Vine Place, Sunderland, SR1 3NA
Country of Registration: Great Britain
Registered Company Number: 1990682

Contact: book (@) themeparkdirect.co.uk

We are open from 9AM - 5PM Monday to Friday with email support out of hours up to 10PM.

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