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Ticket Terms and Conditions

In these conditions, “we”, ‘’us’’, refers to City Cruises Ltd and in respect of sightseeing and experiences City Cruises York and “you”, ‘’your’’ refers to the customer.

These Terms and Conditions of booking cover all direct bookings with us including sightseeing and event bookings. Whilst the majority of the Terms and Conditions cover all products please be aware of the variations particularly in regard to cancellations and amendments.

Any personal information that you disclose to City Cruises Ltd is subject to our privacy policy which governs the collection and use of information that is supplied.  You understand that through the use of the services you are purchasing, you consent to the collection and use (as set forth in our Privacy Policy) of this information.  As part of providing you with the services, we may need to provide you with certain communications, such as service announcements, administrative messages and customer feedback notifications.  These communications are considered part of the services we provide and you may not be able to opt-out of receiving.

Sightseeing covers our scheduled service operating from Kings Staith and Lendal Landing Piers. Experiences include all cruises featuring any provided food, drink or entertainment, along with Self Drive hire.

1. Tickets – General

1.1 All prices on our web site are quoted in Pounds Sterling.

1.2 Once purchased tickets are non-refundable.

1.3 You must have a paper or e ticket, which is valid, fully paid and available for inspection for the journey being made. You must use it in accordance with these conditions and it must be handed in prior to embarkation or be visible and capable of being scanned on an electronic device. All tickets remain our property and you must return it to us once you have finished using it if we so request.

1.4 Our tickets can only be used by the person for whom they were bought, or to whom they were issued. Tickets are barcoded and scanned prior to boarding. Therefore any tickets that are copied, resold or passed on for further use will be invalid.

1.5 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. Third party operator conditions are available on request.

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

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

1.8 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.

1.9 Whilst we try to ensure that all information displayed on our web-sites, particularly times and prices, is accurate it is possible that 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.

2.0 If you present a mispriced 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.

1.11 Sightseeing

a) Вы можете сесть на одно из наших экскурсионных судов при условии, что у вас есть билет, действительный и доступный для вашей поездки. Наши экскурсионные услуги часто пользуются большой популярностью, поэтому мы не можем гарантировать предоставление вам места или вообще размещение вас на конкретном судне или рейсе.

b) Дети в возрасте до пяти лет могут путешествовать бесплатно при условии, что они сопровождаются владельцем билета и не занимают место, исключающее место клиента, оплачивающего полный тариф. Эта возможность ограничена максимум тремя детьми на одного владельца билета. Дети в возрасте от 5 (пяти) до 15 (пятнадцати) лет включительно могут путешествовать по детскому тарифу, за исключением тех услуг, где объявлено, что детские тарифы не предоставляются.

c) Children under the age of 16 years must be accompanied by an adult (16 years +).

1.12 Experiences

a) Билеты на продукты "опыт" предназначены для определенных рейсов, и несмотря на то, что мы не можем гарантировать выполнение какого-либо конкретного рейса, действительный билет гарантирует наличие мест для заявленных пассажиров. В исключительных обстоятельствах, если мы по непредвиденным причинам не сможем выполнить услугу, мы свяжемся с вами как можно раньше.

б) Некоторые круизы "Опыт" предназначены только для взрослых. Цены и возрастные категории могут отличаться в зависимости от продукта. Пожалуйста, обратитесь на наш веб-сайт для получения более подробной информации.

1.13 Combination Tickets

a) Любые билеты, выпущенные City Cruises, которые включают аттракционы третьих лиц, подчиняются правилам и условиям соответствующего поставщика аттракционов. City Cruises не несет ответственности в отношении исполнения или предоставления аттракциона, который она продает в качестве агента поставщика аттракциона.

2. Replacement tickets, Refunds and Compensation

2.1 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.

2.2 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.

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

2.4 No refunds are possible after the valid date of the ticket has passed. All requests for refund or replacement ticket(s) must be made in writing to The Reservations Manager, City Cruises Ltd, Unit 6, 1 Mill Street, Scotts Sufference Wharf, London, SE1 2DF, 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 any payment reference issued when your purchase was confirmed. Refund cannot be authorised or transacted at any other location or by any other means.
2.5 Any refunds agreed will be made entirely at our discretion and without prejudice.

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

3. Rescheduling

3.1 Sightseeing

a) Tickets can be rescheduled without charge up to 72 hours before the day of travel for bookings of up to 10 people (Monday to Sunday, prior to 17:30)

b) Помимо вышеуказанных сроков уведомления, бронирование может быть перенесено только в течение 12 месяцев после первоначально забронированной даты поездки.

3.2 Experiences

a) All ‘Experience’ products offered are based on purchasing tickets for specific dates and times. Bookings made for less than ten people can be amended as long as three clear working days’ notice is given. Working days refer to the availability of office staff and not operational days which are extended and year round.

b) Любые бронирования, сделанные на одиннадцать-двадцать человек, могут быть изменены при условии уведомления не менее чем за четырнадцать четких рабочих дней.

c) Бронирование на двадцать одного-пятьдесят пять человек может быть изменено при условии уведомления не менее чем за двадцать восемь четких рабочих дней.

d) Бронирование для более чем пятидесяти шести человек может быть изменено при условии уведомления не менее чем за 56 четких рабочих дней.

e) Помимо вышеуказанных сроков уведомления, бронирование может быть перенесено только в течение 12 месяцев после первоначально забронированной даты поездки.

f) Excludes Party Nights Afloat.  Amendments are permitted with 90 days notice.

4. Suspected Fare Evasion and ticket tampering

4.1 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.

4.2 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.

5. Access

5.1 In order to avoid accidents and for the health, safety and comfort of our passengers no wheelchairs will be allowed to obstruct any access to safety and lifesaving equipment, gangways, stairs or passageways.

5.2 If you use a wheelchair, you must have enough helpers to enable you to make your journey safely including embarking and disembarking the vessel.  Crew cannot, for reasons of health and safety, carry or lift passengers into our vessels.

5.3 If you do need a carer or any other attendant you must have valid tickets for all concerned and all passengers must be able to board safely and promptly by themselves or with the aid of a carer.

5.4 Sightseeing

a) Не все наши суда спроектированы или приспособлены для пассажиров в инвалидных креслах. Если вы собираетесь путешествовать на экскурсионном судне, вам, возможно, придется подождать, пока не появится судно, доступное для инвалидов-колясочников.

b) Даже на судах, спроектированных или приспособленных для доступа инвалидных колясок, вы не сможете сесть в инвалидном кресле за столик, и в целях безопасности вас могут попросить пересесть из инвалидного кресла на фиксированное место, в этом случае инвалидное кресло будет убрано в безопасное место. У нас ограниченное пространство для размещения инвалидных колясок на борту, поэтому мы ограничены в количестве, которое мы можем перевозить. Мы не сможем уложить и перевезти более крупные или тяжелые электронные инвалидные коляски. Чтобы избежать разочарований, пожалуйста, свяжитесь с нами до поездки.

5.5 Experiences

a) City Cruises York vessels are unable to accommodate wheelchair access on any experience cruise.

6. Luggage, belongings and animals

6.1 Sightseeing & Experiences

a) For safety reasons, and for the comfort of passengers, we have to restrict the amount and type of luggage, including pushchairs and shopping trolleys, which 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 lifesaving equipment, gangways, stairs or passageways and are not put on seats:
i) Personal luggage
ii) Pushchairs and buggies
iii) Prams
v) Other items provided they are not deemed likely to injure anyone

b) Guide Dogs, Hearing Dogs and well behaved dogs are permitted aboard but must be on a lead throughout the trip

7. Lost Property

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

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

7.3 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.

7.4 We will not be responsible for any delay in returning property left on our vessels.

7.5 It is your responsibility to collect lost property. If you request that such property is sent to you and we agree to make such arrangements this is on condition that you are responsible, in advance, for any costs incurred.

8. Photography

8.1 From time to time City Cruises York or other authorised parties will carry out photography and/or video recording and/or other forms of monitoring on or in the vicinity of the vessels which may feature visitors. By purchasing a ticket you are deemed to have accepted these Terms and Conditions and thus you agree for us or a third party authorised by us, to use these images at any time now or in the future. You also agree that the copyright and intellectual property appertaining to such images remain with City Cruises York or an authorised third party.

9. Health & Safety 

9.1 For your own safety and the safety of others, you must follow instructions given by our crew when embarking/disembarking or on board any of our vessels. Instructions or advice contained in on-board safety notices should be followed.

9.2 For safety reasons you must not smoke (except in designated smoking areas) on our vessels or any facilities controlled or used by us.

9.3 For safety reasons you must not use roller skates, roller blades, hoverboards, skateboards or any equipment of a similar nature on our vessels or any facilities controlled or used by us.

9.4 Passengers should consider themselves to be sufficiently medically fit to undertake any journey for which they have a ticket. If there is any doubt potential passengers should seek medical advice before booking.

9.5 On some vessels, tables and chairs are fixed and cannot be moved. Larger or less mobile passengers may not be able to access such seating. Please seek further information prior to booking or boarding.

10. Conduct

10.1 The Captain 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.

11. Liability & Limitation

11.1 Our liability for death or personal injury arising from our negligence shall not exceed the limits under the Convention of Limitation of Liability for Maritime Claims 1976 and SI 1998 No. 1258 paragraphs 4(b) and 7(e).( LLMC 1976 ) This limits our liability to 175 000 special drawing rights per passenger.

11.2 We shall 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 unless such loss or damage is caused by the negligence of the crew (including the Master) on board the vessel.

11.3 Passengers are advised to limit valuables and property brought on board to that which they can safely carry. All personal property is the passenger’s responsibility and must be kept with them at all times.

11.4 Our liability for loss of or damage to property shall not exceed the limit set out in accordance with LLMC 1976.

11.5 We shall not be liable for any indirect or consequential loss whatsoever including loss of profit.

11.6 In the event that LLMC 1976 does not apply then the limits of liability as per the Athens Convention 1974 are contractually incorporated into this contract.

11.7 To the extent that the LLMC 1976 applies:

a) Наша ответственность за смерть или телесные повреждения, потерю или повреждение багажа и ценностей, возникшие в результате нашей халатности, ограничивается в соответствии с ее условиями;

b) Мы имеем право пользоваться всеми ограничениями, правами и иммунитетами, предоставленными LLMC 1976; и

c) Любой ущерб, подлежащий оплате нами в пределах лимитов LLMC 1976, будет уменьшен пропорционально любой сопутствующей халатности пассажира и на максимальную франшизу (если применимо), указанную в LLMC 1976.

11.8 City Cruises cannot be held responsible for any disruption to services in the event of responding to instructions from third parties including, but not limited to, the MCA, PLA and any Emergency Services.

11.9 City Cruises cannot be held responsible for any cancellations or delays or other losses arising from weather conditions, tides, acts of God, strikes, terrorism, acts of third parties or other matters beyond the control of City Cruises.

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

12. Customer Comments and Feedback

12.1 Any passenger complaints should be made within fourteen days of the event.

Если вам необходимо обсудить какие-либо элементы вашего круиза, пожалуйста, отправьте подробный письменный отчет в наш отдел обслуживания клиентов с указанием номера бронирования

Чтобы связаться с отделом обслуживания клиентов City Cruises:

По электронной почте:
[email protected]

По почте:
ООО "Городские круизы
Отдел по работе с клиентами
Unit 6, 1 Mill Street, Scott's Sufferance Wharf

Чего ожидать

Вы должны ожидать подтверждения в течение трех-пяти рабочих дней с момента получения жалобы.
Полное расследование займет от 10 до 14 рабочих дней. Пожалуйста, обратите внимание, что особые события могут занять до 28 рабочих дней.
Если вы подаете жалобу от имени другого лица, приложите к письму его письменное согласие - это ускорит процесс.

Отдел обслуживания клиентов будет стремиться дать полный ответ на вашу жалобу в течение оговоренного времени, однако, если вопрос сложный, любая задержка будет объяснена, и вас будут информировать о ходе работы.

13. Law & Jurisdiction 

13.1 In the event of any dispute or claims between City Cruises and any passenger (s) which cannot be resolved by agreement then the parties agree that any such dispute shall be decided by English law.

13.2 The parties agree that any dispute shall be resolved by the English courts which shall have exclusive jurisdiction.

If you have purchased your tickets via a third party/agent, please click HERE.

14. Payments

14.1 Payment methods accepted at the pier and on-board our vessels are Visa Credit / Debit, Visa Corporate Credit / Debit, Mastercard Credit / Debit, Mastercard Corporate Credit / Debit, American Express.

14.2 Payment methods accepted online are Visa Credit / Debit, Visa Corporate Credit / Debit, Mastercard Credit / Debit, Mastercard Corporate Credit / Debit, American Express and Maestro.


Public Cruises: If you have an experience booked and you have to self-isolate due to NHS Test and Trace or the UK government/Overseas government restrictions prevent you from fulfilling your experience, you can amend to a later date admin fee-free. If your booking is outside of 72 hours (up to the time of departure if you have booked Assurance), please amend your date on our website through ‘Manage My Booking’. Alternatively get in touch with our Customer Service team by emailing [email protected] with full details and one of our friendly advisors will be able to help you amend your booking.

Если вы хотите отменить свой опыт, это будет сделано в соответствии с нашими обычными правилами и условиями.

Private Hire: If you have a private hire booked and are unable to fulfil your experience due to NHS Test and Trace self-isolation or official government restrictions, you can amend your experience to a later date admin fee-free. Please note that in such circumstances we will do our best to recover any costs we have incurred. Where we are unable to, we reserve the right to deduct any such costs from your payment.

Если вы хотите отменить свой опыт, это будет сделано в соответствии с нашими обычными правилами и условиями.