Terms and conditions
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Norfolk Museums Service terms and conditions
1. Tickets and events
1.1 Ticket validity
Tickets are valid only for the museum visit or event, the number of people, and the entry time slot stated on them.
1.2 Mobile ticketing
Tickets can be shown on a device. As mobile coverage may be limited at some sites, please download a screenshot or print your ticket(s) in advance.
1.3 Proof of eligibility
If you have purchased a free or concessionary ticket, you may be asked to provide proof of identity and eligibility. For example, age, student status, or qualifying membership.
1.4 Companions
Visitors who require assistance to access our museums or events - such as disabled visitors - are entitled to bring one companion or carer free of charge.
1.5 Refunds and cancellations
We are unable to offer refunds unless the event has been cancelled or rescheduled, or the museum is forced to close.
1.6 Ticket misuse
Tickets must not be resold, altered or defaced. This will render them void.
1.7 Site access and closures
Under unusual circumstances, Norfolk Museums Service reserves the right to refuse admission, terminate a visit, close rooms, or restrict access to areas within or around the museums at short notice and without prior warning.
1.8 Late arrivals
Every effort will be made to admit latecomers to events at a suitable break, but late admission cannot be guaranteed.
2. Visitor guidelines and conditions of entry
2.1 Accessibility
We aim to make our museums as accessible as possible for all visitors. For detailed accessibility information, please visit our websites or contact us directly.
2.2 Supervision of children
At Gressenhall Farm and Workhouse, under 18s must be supervised by an adult. At all other museums, children under 12 must be supervised by an adult.
2.3 Smoking and vaping
Smoking and vaping are not permitted within any buildings or anywhere on sites.
2.4 Food and drink
Eating and drinking are not permitted inside buildings, except in designated refreshment or café areas.
2.5 Photography and mobile devices
Photography for personal use is permitted at all our sites, unless signage states otherwise. The use of selfie sticks, tripods, and drone photography are not permitted.
2.6 Artworks and exhibits
Unless signage states otherwise, you are not permitted to touch any of the artworks or displays.
2.7 Dogs
Dogs are not permitted, except for assistance dogs.
2.8 Behaviour and conduct
We do not tolerate abuse of staff for any reason. We reserve the right to terminate visits in the event of abusive or inappropriate behaviour.
2.9 Liability
Norfolk Museums Service is not liable for any personal injury, loss or damage to property unless caused by our negligence. Visitors enter the premises at their own risk.
Norfolk Museums Pass terms and conditions
1. Membership overview
1.1 Eligibility
Norfolk Museums Pass membership is open to individuals aged 4 and over.
1.2 Children under 4
Children under the age of 4 are entitled to free admission and do not require a Museums Pass.
1.3 Membership types
We offer individual, joint, and family memberships. Family membership is for up to two adults and accompanying children aged 4-18.
1.4 Duration
Memberships are valid from the date of purchase and expire on the last day of the month, the following year.
1.5 Non-transferability
Memberships, including Museums Pass cards or e-tickets, are issued annually for each named member and are not transferable.
1.6 Misuse
We reserve the right to cancel memberships without refund if they are being misused, including being shared with individuals not named on the card.
Entry is subject to site capacity and safety regulations. Access may be delayed or limited during peak times.
Members may be asked to show photo ID to verify their membership upon entry.
2. Benefits and access
2.1 Museum access
Members enjoy free admission to Norfolk Museums sites and discounts to events. To gain entry, tickets must be obtained. Museum Pass holders cannot gain entry by solely scanning their membership card at the barriers.
2.2 Special exhibitions and events
Access to special exhibitions or events may require additional fees. Pre-booking may be required for museums or events with limited capacity.
2.3 Member discounts
Members receive discounts in museums shops and cafés. Please note, some items may be exempt from discounts.
2.4 Priority booking
Occasionally members may receive priority booking opportunities for select events and exhibitions.
3. Membership cards
3.1 Issuance
Membership e-cards will be issued immediately on purchase, if paying by card online. If you're paying by Direct Debit online, your e-card will be issued within 3 working days.
3.2 Usage
Members must present a valid membership card or e-ticket to gain entry and access benefits. Failure to present valid proof of membership may result in standard admission charges.
3.3 Lost or stolen cards
Replacement cards can be issued upon request. A nominal administrative fee may apply for subsequent replacements.
4. Payments and renewals
4.1 Payment methods
Membership fees can be paid via credit/debit card, Direct Debit, or in person in cash. Direct Debits will be taken on or just after the fifth day of the month. Renewal payments will be taken before membership expiry.
4.2 Direct Debit renewals
Members paying by Direct Debit will have their membership automatically renewed annually. Renewal reminders will be sent to the payee and explain how to change or cancel membership. Late cancellation may result in the renewal payment being taken.
4.3 Card or cash renewals
Members paying by card or cash will be notified prior to the expiration of their membership and given the opportunity to renew.
5. Cancellations and refunds
5.1 Cooling-off period and cancellation process
Members have the right to cancel their membership within 14 days of purchase for a full refund, provided no benefits have been accessed during this period.
You may request a refund by notifying the membership team via email or telephone within 14 days of purchase. Please note, that any refund will be subject to deduction of the value of any benefits used within this period - for example, entry tickets.
To cancel, members must contact Norfolk Museums Service.
If your Direct Debit is cancelled before payment is received and you have used any membership benefits, you will be required to pay the outstanding balance to terminate your membership contract with us.
5.2 Post-cooling-off period
After the 14-day period, memberships are non-refundable.
6. Data Protection
6.1 Privacy and data use
The processing of personal data is governed by the UK General Data Protection Regulation (UK GDPR). If you have signed up to receive emails from us, you can amend your preferences or opt out at any time.
6.2 Further information
Please refer to Norfolk Museums Service privacy notice for more information on how your data is used and stored.
7. Amendments
7.1 Terms and conditions
Norfolk Museums Service reserves the right to amend these terms and conditions. Members will be notified of significant changes.
Contact information
For any queries or assistance regarding your Norfolk Museums Pass contact Norfolk Museums Service.
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