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Terms and conditions

By placing an order with Kents Cavern Ltd, you will be deemed to have read, understood and agreed to these Terms and Conditions.  If you are unhappy with any aspect of these, then you should write to us at:

Customer Services
Kents Cavern Ltd
89/91 Ilsham Road
Torquay
TQ1 2JF

Or send an e-mail [email protected] before placing an order.

Flexibility Policy

Change date and time - If you contact us on 01803 215136 or [email protected] at least 48 hours before 9am on the day of your tickets, we will do all we can to accommodate a change of date and time subject to availability. Date changes may be subject to an admin fee of no more than £1 per ticket (1 adults + 1 child booked = 2 tickets).  This is applied at management’s discretion

Cancelling your booking  - If you contact us on 01803 215136 or [email protected] at least 48 hours before 9am on the day of your tickets, you can cancel a booking but this is subject to an admin fee of no more than £2 per ticket (1 adults + 1 child booked = 2 tickets).

Refund Policy

We operate a strict no refunds policy subject to our Flexibility policy above. This applies to all customers unable to attend or use the tickets due to unforeseen personal circumstances or late arrival.   

If a pre-booked tour is cancelled by us for any reason, ticket holders will be offered places at a rescheduled tour (subject to availability) up to the face value of the tickets or, if the ticket holder is unable to attend the rescheduled tour, or the tour is not rescheduled, a refund will be offered. If you have any queries about this policy contact [email protected] 

Proof of purchase

Possession of the booking confirmation (printed or on a mobile device) will be regarded as proof of purchase and will entitle you to the relevant number and type of tickets purchased.  If no confirmation is not supplied, photographic proof of ID may be required to collect the tickets. 

Under 2s Policy

Under 2s are free of charge but must be carried around the caves.  They do not count towards the permitted head count on a tour.   Any child in a single pushchair does count and must have a valid paid and booked place on the tour.

Arrival time

Most tickets sold are for a specific date and time.  Entry into the caves will be at the first time selected, ie if you select the 10-11 tour, the tour will start at 10, not at anytime between 10 and 11.   You must be ready to join the tour at that time. Please carefully note the date and time you have booked.  You should aim to arrive about 15 mins before the start time of the tour, and check-in at the ticket desk. 

​Arriving late

At the management's discretion, if you arrive late (after the first time shown on the ticket) we may take you in to the cave and catch up with the tour you booked, or if there is availablity, we may offer you a later tour.

Children 

Children under 14 must be accompanied by an adult at all times. You must be 18 years or older to purchase online.

Online payments

Prices are inclusive of any applicable taxes and there are no surcharges whatsoever. Once you have paid, we will not increase the price of your tickets.  Prices displayed on the site are subject to change without notice.  Credit Card transactions are made on a separate server, with full encryption of all credit card data. Your credit card details and personal information will not be shared with any other company or organisation.

Discounts and money off

Discounts and other promotions cannot be used when booking online.  They will not be accepted when presented at the ticket office on the day of your visit.

Pre-purchased items

If you have purchased a food add-on you need to redeem this before the cafe closes. Purchased guide book add-ons should be collected on arrival at the ticket desk. 

Day Tickets

Day Tickets booked online are valid for the date selected at the time of booking. Your ticket includes access into the caves at the time selected and all activities on site, including the Woodland Trail . The trail can be done before or after the tour. The cafe is open all day until the last tour exits the caves.  

Special Events and Event Tickets

Special Events and Event Tickets are everything other than the normal day time cave tour experience and include Halloween, Ghost Tours, Cave Cinema, Stone Age Sessions, Santa in the Caves, Shakespeare Underground, Carols in the Caves, Caves and Cosmos, etc..

Event-specific information will be displayed on the website before booking.   A confirmation email will be sent after booking to confirm event-specific information.

Car Park

The car park is pay 'n display with a charge of £2 for 4 hours. It takes no more than 5 minutes to walk from the car park to the ticket desk.  The machine accepts cash but you can make a contactless payment at the ticket desk. Alternatively you can drive past the entrance and park for free.

Covid-Measures 

You must wear a face-covering (face-mask or face-shield).  Your tour guide will manage the tours to ensure social distancing underground.  Please stay in your family bubbles and observed social distancing around the site.  Please uphold the highest level of hygiene standards while with us and we respectfully ask that if you are showing any symptoms of Covid-19 you please do not visit.  

Other

Senior Citizen rates, if applicable, apply to visitors 60 years plus.

No pets are allowed in the caves nor in the visitor facilities. 

Kents Cavern Ltd reserves the right to refuse admission to any ticket holder and or ask ticket holders at any time to leave.

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