VISITOR TERMS AND CONDITIONS

 

  1. GENERAL

These terms and conditions are applicable to all visitors of Once Upon A Time Amsterdam. Any deviations are only valid if agreed in writing.

GENERAL PROVISIONS: DEFINITIONS

ARTICLE 1.1
‘Once Upon A Time Amsterdam’ means the organization that manages and operates the museum complex, including but not limited to the management, curators, guest services, café, and security staff, as well as other museum officials who are authorized to act on behalf of this organization.

ARTICLE 1.2
Museum space: the building at Museumplein 4, Amsterdam, the Netherlands, including all rooms, including the museum shop, café, and the outdoor space inside of the fencing.

ARTICLE 1.3
Visitor: anyone accessing the museum space to visit an exhibition and/or attend an activity. From the moment a visitor enters the museum complex, whether as a paying visitor or as a guest, he/she will be deemed to have entered into an agreement with Once Upon A Time Amsterdam to which the Visitor Terms and Conditions apply. The Visitor Terms and Conditions are also applicable to special activities within or outside of the regular opening times and/or oriented towards visitors other than regular visitors, such as room rental, catering, shop visits, and so on.

ARTICLE 1.4
Consumer: everyone who visits the Once Upon a Time Amsterdam website and other online applications, the online ticket store, or the museum shop.

ARTICLE 1.5
Museum staff: everyone who represents the museum and is identifiable as such.

ARTICLE 1.6
‘Privacy policy’ means the privacy policy of Once Upon a Time Amsterdam, as available on the once-upon-a-time.amsterdam website.

ACCESSIBILITY

ARTICLE 2.1
The museum complex is located in a listed building with exhibitions spread across multiple floors. As there is no lift in the building, the museum is not suitable to disabled visitors. Both inside and outside of the building, visitors should take into account circumstances that may affect their personal accessibility. Individual circumstances and/or weather conditions may have a significant impact on this.

ARTICLE 2.2
We recommend that visitors inform themselves about any limitations in terms of personal accessibility. When accessing the outdoor museum in particular, visitors should take into account possible slippery surfaces depending on the weather circumstances.     

ARTICLE 2.3
When accessing the museum complex, we recommend that visitors inform themselves of the emergency exists that must be used in case of an emergency or an imminent emergency.

ARTICLE 2.4
For information on the circumstances that may entail limitations in terms of personal accessibility and the options for individual assistance, we recommend that visitors contact our staff or security team.

ADMISSION TICKETS

ARTICLE 3.1
Once Upon A Time Amsterdam publishes its admission prices via its own channels, such as its website. Once Upon A Time Amsterdam is not responsible for any (incorrect) publication of admission prices by third parties.

ARTICLE 3.2
Admission tickets may be purchased at the counter, via the website, or via a network of resellers. All visitors must have a valid admission ticket while they are in the museum. Visitors may only access the museum via the entrances and paths intended for that purpose.

ARTICLE 3.3
Visitors are eligible for reduced rates if they comply with the applicable terms and conditions. Museum staff are entitled to ask visitors for proof of eligibility for reduced rates. If invalid proof or no proof is provided, visitors must pay a surcharge up to the regular admission price.

ARTICLE 3.4
Visitors who have purchased an admission ticket do not have any right to a refund or any compensation in case of loss or theft. Once an admission ticket has been obtained, it cannot be exchanged. However, the admission ticket can be transferred to a different date and/or time slot prior to the original date and/or time slot.

VISITING THE MUSEUM

ARTICLE 4.1
Visitors are not permitted to access or be present in parts of the museum other than those parts to which their admission ticket grants them a right to access. If this rule is not observed, access may be denied without the visitor having any right to a refund of the admission price, or any other costs incurred.

ARTICLE 4.2
Among other things, visitors are prohibited from doing the following in the museum complex:

4.2.1.     offering goods of any nature whatsoever to other visitors, whether for sale or free of charge;

4.2.2.     intentionally blocking the path of other visitors in a prolonged manner or blocking the view of the objects exhibited;

4.2.3.     causing nuisance to other visitors, including but not exclusively through the use of mobile phones or other sources of excess noise;

4.2.4.     bring animals or pets, unless these are expressly permitted in certain rooms, or except in case of guide dogs for the blind or otherwise accompanying visitors with the necessary proof of identification;

4.2.5.     smoking;

4.2.6.     Visitors are prohibited from smoking, eating or drinking in the museum space, except in the café;

4.2.7. touching the objects exhibited or exhibition materials such as windows, lighting, dividers and so on, unless this is expressly and explicitly permitted. Parents of children and persons accompanying children must strictly ensure that the objects exhibited are not touched by the children in their company.

4.2.8. Once Upon a Time Amsterdam is not accessible to prams, mobility scooters, wheelchairs, and so on. Limited space is available to park these outside or in the cloakroom, in consultation with a member of museum staff. No umbrellas are permitted in the museum; these can be placed in separate holders near the entrance. Once Upon a Time Amsterdam accepts no responsibility for damage to or loss or theft of goods left by visitors.

4.2.9. The museum space may be accessed with small backpacks or handbags, on the condition that these are carried by hand or in front of the body. A small cloakroom is available for large backpacks, handbags, or other bags. The museum staff will decide what constitutes a large or small bag. Once Upon a Time Amsterdam accepts no responsibility for damage to or loss or theft of goods left by visitors.

ARTICLE 4.3
Due to safety considerations, museum staff may ask visitors to present their luggage for inspection.

ARTICLE 4.4
Visitors are prohibited from smoking, eating, or drinking in the museum space, except in the outdoor space;

ARTICLE 4.5
Visitors are liable for any damage they cause.

ARTICLE 4.6
Visitors are permitted to make photos or videos, albeit only without the use of lighting or tripods. Drones and selfie sticks are prohibited.

ARTICLE 4.7
Once Upon a Time Amsterdam applies strict copyrights. The commercial publication or reproduction of photo, video, and film recordings, based on (parts of) the exhibition and/or collection, in any way and using any medium, including electronic media, is prohibited without the prior written consent of the management of Once Upon a Time Amsterdam.

Personal sharing via social media, for example, is permitted.

COMPLAINTS

ARTICLE 5
Complaints about any museum visit and claims for compensation, including requests for a refund of the admission price, must be received by Once Upon A Time Amsterdam in writing within six weeks after the visit. Any complaints and claims received after this deadline will not be taken into consideration.

Complaints may be submitted in writing via info@once-upon-a-time.amsterdam. Complaints will be replied to within fifteen working days following receipt.

LIABILITY AND FORCE MAJEURE

ARTICLE 6.1
Visitors attend the museum space at their own risk. Once Upon a Time Amsterdam is only liable for injury to visitors or damage to the property of visitors if such injury or damage is the consequence of an intentional act or gross negligence on the part of Once Upon a Time Amsterdam. Only damage or injury for which Once Upon a Time Amsterdam is insured or should reasonably be insured will be compensated. Any damage compensation can never exceed the amount specified by Once Upon a Time Amsterdam’s insurer. Once Upon a Time Amsterdam can never be held liable for indirect damage.

ARTICLE 6.2
Any shortcomings caused by force majeure can never be attributable to Once Upon a Time Amsterdam and will never lead to any refund of damage compensation. Force majeure serves as a suspensive or resolutory condition for these general terms and conditions.

ARTICLE 6.3
Once Upon a Time Amsterdam is only liable for property and/or consequential damage suffered by visitors or injury caused to visitors that is the direct and exclusive consequence of an intentional act or gross negligence on the part of Once Upon a Time Amsterdam and/or its officials, on the understanding that only damage for which Once Upon a Time Amsterdam is insured or should in all reasonableness and fairness have been insured will be eligible for compensation, up to the maximum amount applicable under such insurance. Among other things, Once Upon a Time Amsterdam accepts no liability for:

  1. damage as a consequence of third-party acts, including persons enlisted by Once Upon a Time Amsterdam, hirers of the building or rooms in the building, and third parties enlisted by these persons.
  2.  damage that is the consequence of failure to follow the instructions given by officials of Once Upon a Time Amsterdam and failure to follow the generally applicable rules of decency;
  3. damage caused in any way by other visitors;
  4. damage caused to vehicles of visitors.

ARTICLE 6.4
Organizations who directly or indirectly organize meetings, events, and/or parties at the museum complex are at all times responsible and liable for the conduct of the guests they have invited, notwithstanding these guests’ own responsibility and liability.

ARTICLE 6.5
Organizations who directly or indirectly organize meetings, events, and/or parties at the museum complex are at all times responsible and liable for the conduct of the guests they have invited, notwithstanding these guests’ own responsibility and liability.

PRIVACY

ARTICLE 7.1
Camera surveillance is used throughout the entire museum space. Camera images are stored in accordance with the legal provisions, and will be made available to the police if necessary.

ARTICLE 7.2
Once Upon a Time Amsterdam may make photo and video recordings in the museum space for promotional purposes. Any visitors who object to being identifiable in such images may notify Once Upon a Time Amsterdam of such objection, and Once Upon a Time Amsterdam will make every effort to prevent publication.

ARTICLE 7.3
Once Upon a Time Amsterdam uses cookies to facilitate the use of its website, and to build a profile of the online behaviour of consumers. This is facilitated by Google, which may share this information with third parties if it is under any legal obligation to do so, insofar as third parties process such information on behalf of Google. The collection of data is not linked to names, addresses, e-mail addresses, and so on. Consumers have the right to inspect these data and request the rectification or erasure thereof.

ARTICLE 7.4
Consumers may sign up to our online newsletter. These data are stored in a database exclusively used by Once Upon a Time Amsterdam, with no third-party access. Consumers may inspect, rectify, or erase these data by submitting a request via info@once-upon-a-time.amsterdam.

ARTICLE 7.5
Consumers may purchase admission tickets via the ticket section of the website. The data required for this purpose will be requested during the order process and stored in a database of our partner, Global Tickets. These data are exclusively used by Once Upon A Time Amsterdam to complete the purchase process and provide information about the visit and/or exhibition. Consumers have the option to inspect these data and have them rectified or erased. They may submit a request to that effect to info@once-upon-a-time.amsterdam.

MUSEUM SHOP

ARTICLE 8.1
Consumers have the option to purchase products from the museum shop. The products on display are sold at the prices shown, inclusive of VAT.

ARTICLE 8.2
Items purchased in the museum shop may be exchanged within 14 days by returning the product in person and with a receipt to Once Upon A Time Amsterdam. Exchanges are only possible in case of a defect to the item caused during the production or sale process. In such cases, the consumer will receive the same product in exchange. If this product is no longer available, the purchase price will be refunded. Products may also be returned by post, in which case the shipping cost will be for the account of the consumer.

APPLICABLE LAW
The laws of the Netherlands are applicable to these general terms and conditions and activities.

Amsterdam, April 2022