Ticket Terms and Conditions

These terms and conditions may have changed since you last reviewed them.
Last updated: 4 September 2025

These terms and conditions set out the entire contract between the customer and us, SVGM, in relation to the sale of tickets. You acknowledge that you have not relied on any statement, promise or representation or assurance or warranty that is not set out in the contract.

These terms will take precedence over any other terms, in the event of a conflict.

Definitions

• “Privacy Policy” means the policy found here;
• “SVGM” means Shard Viewing Gallery Management Limited based at The Shard, 32 London Bridge Street, London SE1 9SG with company registration number 07870852 and VAT registration number 133 8878 80;
• “SVGM Personnel” means SVGM’s officers, directors, employees, agents and contractors;
• “The View” means the viewing gallery at The Shard, London Bridge Quarter and any areas managed or operated by SVGM at The Shard, London Bridge Quarter and all related areas of the same building, including (without limitation) the entrance lobby, booking hall, elevators and levels 33, 68, 69, 70, 71 and 72;
• “Visitor” and “Visitors” means a person who is in actual and legitimate possession of a valid and legitimate ticket (whether bought from The View or its contractors and agents) and, for the avoidance of doubt, includes any person who purchases, holds or uses a ticket to access The View; and
• “Website” means The View’s website at theviewfromtheshard.com.

Admission

Except for the entrance lobby, gift shop and the booking hall, Visitors are only permitted to enter The View if they are in possession of a valid ticket. Visitors may be required to provide a proof of identification or, where applicable, the credit card used for the booking of such tickets in order to be admitted.

Admission to The View will only be valid on the date and time stated on your ticket.

Pets or animals of any nature are expressly prohibited in The View except for guide dogs and hearing dogs.

Ticketing

Purchasing a Ticket

To purchase a ticket, you must be 18 years or over.

Save as otherwise permitted by SVGM (or SVGM’s Personnel), all Visitors of The View must pay for admission prior to entering The View.

Tickets can be purchased either in advance over the internet, via an approved third party provider, via the call centre, our ticket kiosks, or at the ticket desk in the ticket hall. Please note that you may be required to join the standard admission queue in order to purchase tickets. We cannot guarantee how long the queue will be.

By placing an order for tickets through the Website or via the telephone you are making a request to purchase tickets for The View. Acknowledgement emails shall not constitute an order acceptance. Acceptance of your request shall take place once SVGM has processed your payment and has issued you with an order number. An order number may be provided visually on the Website after payment, upon issue of tickets, via email or verbally when purchasing via the telephone.

You are responsible for ensuring that your order is complete and accurate, including (without limitation) the correct date and time that you would like the ticket to be valid for.

Tickets must be retained at all times by Visitors and submitted for inspection if required by any employee or agent of The View. Any person attempting to gain admission to The View without a valid ticket may be ejected from The View and its vicinity.

Please be aware that some (but not all) types of tickets and products and merchandise are available for purchase online through the Website. Such tickets and products are available in limited quantities and each purchase will be subject to availability. Please see our separate sale of goods terms and conditions, in relation to our sale of products and merchandise, available here https://www.theviewfromtheshard.com/retail-credit-voucher-terms-and-conditions/.

Once purchased, all ticket sales are final and non-refundable.

Sometimes we reject orders, for example, because of capacity, because we can’t verify your age (where the product is age-restricted), or because the ticket was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

If our supply of the ticket or experience at The View is delayed by an event outside our control, we will contact you to let you know and do what we can to reduce the delay. We won’t compensate you for the delay.

Price and Additional Fees

The prices of the tickets will be as quoted on our Website at the time you submit your order where made online. For in-person purchases, ticket prices will be available from the seller. Prices for our tickets may change from time to time, but changes will not affect any order you have already placed and paid for. Payment for the tickets and all applicable delivery charges is in advance.

SVGM and SVGM’s Personnel shall not be responsible in the event you make an error when purchasing your ticket(s), including (without limitation) selecting the wrong date and time or the wrong number of tickets. Please check that your selection is correct as each change to tickets purchased will be subject to a processing and admin fee of £15 per booking (not per ticket).

Tickets purchased through the Website or via the telephone may incur a booking fee, handling fee or similar which is payable in addition to the ticket price. Such fees shall be notified to you at the point of purchase. By sending or making a request to book tickets you agree to pay such fees in addition to the ticket price.

The price of tickets excludes:

• VAT (where applicable) that shall be paid by the customer when it applies; and
• delivery charges (if any) that will be advised to you during the check-out process, before you confirm your order.

Booking Limit

Tickets may be restricted to a maximum number of purchases per payment card or per lead booker, as notified from time to time. SVGM (or SVGM’s Personnel) reserve the right to refuse or cancel such ticket purchases that are in excess of the maximum number of purchases in place at the time. If you are unsure about any booking limits, please contact us directly.

Discounts

Tickets purchased in advance through the Website may be discounted to promote advanced booking from time to time. Such discounts may not be available on the day of purchase, via our third party providers or for advanced walk-up sales at ticket kiosks or at the ticket desks in the ticket hall(s). SVGM may withdraw tickets or change prices, promotions and/or such discounts any time.

Please be aware that discounts may be given against some ticket types, but these discounts can be withdrawn without notice.

It is not possible to use any promotional vouchers, codes or gift cards through the Website or via telephone bookings unless expressly stated otherwise. Please contact us directly if you have an issue.

Delivery of Tickets

Tickets will be delivered either by e-mail or print at home tickets (via email or the website here) or be collected at the reception or box office of The View. On occasion, gift tickets and selected open tickets may be posted to your designated shipping address, subject to delivery and delivery fees.

Once a ticket has been sent to the Visitor or collected by the Visitor (as applicable) the Visitor is solely responsible for the safeguarding of the ticket(s).

When the delivery method is email, and tickets have not been received by the Visitor within seven days before the date and time to which the ticket(s) relate, or within seven days of ordering (whichever comes first) it is the sole responsibility of the Visitor to contact SVGM at [email protected].

No reproduction of the tickets is permitted.

Changing a Booking

Dates and times of booked tickets can be amended provided the booked visit date and time, as shown on the original ticket, has not passed. Each ticket change is subject to availability, operating schedule and will be subject to a processing and admin fee of £15 per booking (not per ticket).

Cancel a Ticket

Your ticket is for a specific date and time and is subject to capacity levels. You are unable to cancel a ticket and receive a refund. Once purchased, all ticket sales are final and non-refundable.

Early or Late Arrival

Visitors arriving before their allocated time will have to wait until the time stated on their ticket before being permitted entry to The View. Visitors can enter The View From The Shard at any time up to 15 minutes after the time printed on the ticket.

If Visitors arrive later than 15 minutes a re-booking charge of £15 will apply that shall be subject to access and availability at the time. Any latecomers may have to wait until capacity is available for them to enter. SVGM cannot guarantee entry to any person arriving after the time stated on the ticket.

Right to Refuse Entry or Remove Individuals

SVGM (or SVGM’s Personnel) reserves the right, in its absolute discretion, to refuse entry to or remove from The View or the vicinity any person for any reason whatsoever including (without limitation) any person who:

• has been convicted of a criminal offence which, in the opinion of SVGM (or SVGM’s Personnel) is likely to affect the safety or enjoyment of other Visitors;
• has behaved in a manner or has threatened to behave in a manner which, in the opinion of SVGM (or SVGM’s Personnel) has, or is likely to affect the safety or enjoyment of other Visitors or staff at The View;
• has used threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace;
• is or appears to be under the influence of drugs or alcohol; or
• has breached these terms and conditions.

Search of Person and Personal Belongings

SVGM (and SVGM’s Personnel) reserves the right to request Visitors to submit to a search of their person and/or personal belongings at any time for security purposes. Anyone refusing to submit to or found to be in possession of materials or items which SVGM (or SVGM’s Personnel) believes to be dangerous or unsuitable may be refused entry and/or removed from The View and its vicinity.

SVGM (or SVGM’s Personnel) further reserves the right to request Visitors to submit to an electronic body scan and to screen any personal items as it deems appropriate. In addition, SVGM (or SVGM’s Personnel) may request Visitors to remove items from their bags or person to be scanned separately including (without limitation) belts, shoes, jacket, laptops, hairdryers, large electrical items and liquids.

Right to Close The View

SVGM will use its reasonable endeavours to ensure that The View is open for use by Visitors during normal opening hours. However, SVGM reserves the right, in its absolute discretion, whether for safety reasons or otherwise, and with or without prior notice, to close The View or any part of it.

Unplanned Closures of The View

In case SVGM needs to close The View completely for all Visitors, tickets can be changed for an alternative date or time, but if that is not convenient, a refund of the ticket price (not including any processing fees) will be provided and Visitors agree that SVGM shall have no further liability to any affected Visitor.

SVGM shall not be liable for any costs, losses, damages or any expenses whatsoever, including (without limitation) any liability for travel expenses or any other out of pocket expenses, in respect of closure of parts of or all of The View.

Availability of Packages

SVGM will make every effort to ensure that the advertised inclusions of each package are available. However, SVGM reserves the right, in its absolute discretion, whether for safety reasons, stock availability or otherwise, and with or without prior notice, to change package inclusions and offer a suitable alternative of equal or greater value.

Children

Children under the age of 18 must be accompanied by an adult. Please note that The View is situated at a height which may not be suitable to all children. SVGM (and SVGM’s Personnel) accepts no responsibility for any harm or distress caused to any individual as a result of such conditions.

Children aged three and under are not charged for entry and do not require a ticket.

Children must be under the control and supervision of the adult accompanying them at all times whilst at The View and its vicinity. The adult shall be responsible for the behaviour of the child and safekeeping of the child’s ticket.

Free Carer Ticket for Disabled Guests who Require Assistance

If a Visitor is disabled and requires assistance during their visit, SVGM provides a free entry ticket for their carer.

Free carer tickets only provide standard entry to The View from The Shard during regular operating hours. The free ticket does not include food, beverage, merchandise or experiences, or entry to special events.

Disabled Visitors may purchase their own ticket in advance from the Website or from an authorised third party vendor and we will issue a free ticket for their carer when they arrive. It is not possible to pre-order a carer ticket.

Free Carer Ticket Eligibility

To obtain a free carer ticket, a Visitor will need to produce any of the following documentation to a member of staff at our Fast Track ticket desk:

• entitlement to Disability Living Allowance for children under 16 or Personal Independent Payments for those aged 16-64, either in the form of a letter stating that the benefit has been awarded, or the actual allowance book;
• attendance Allowance or Carer’s Allowance letter of award;
• incapacity Benefit books, or a letter notifying the recipient that the benefit has been awarded;
• a Blue or Orange badge;
• in the case of visual impairment, a registration card known as the BD8 or a Certificate of Visual Impairment (CVI); or
• international Proof of Disability (ISA (international symbol of access) or similar must be printed on it).

On arrival, if the disabled Visitor has purchased their ticket in advance, documentation will be checked at the Fast Track ticket desk.

Personal and Financial Data

Any personal data which is collected or stored by us shall be subject to our Privacy Policy, which may be amended from time to time.

Financial information that is collected is used to authorise payment for your tickets. When you make a purchase on the Website or via the telephone, your consent is deemed to be given by you for us provide your financial or personal information to those third parties necessary to process your transactions with us, such as credit card companies, banks and the companies that handle shipping on our behalf. This includes exchanging information with other companies and organisations for fraud protection and credit risk reduction. Each is necessary in order to comply with the contractual obligations.

You should be aware that SVGM may release your personal information or financial information when necessary to comply with laws or regulations, to assist law enforcement, to enforce the terms under which you transacted with us, or to protect the rights, property or safety of SVGM, users of the Website or others.

SVGM shall endeavour to keep all financial information safe in accordance with the Privacy Policy.

Photography and Your Consent

SVGM (or SVGM’s Personnel) may carry out photography and/or video recording and/or other monitoring in The View which may feature Visitors.

You agree that SVGM, SVGM’s Personnel or any authorised third party may use such photography and/or video recording and/or other monitoring in perpetuity in any promotional, advertising or publicity material in any format whatsoever and assign all rights in the foregoing.

You further agree that copyright and all other intellectual property rights in these materials rests with SVGM and/or such authorised third party (as the case may be).

You further accept that such photography and/or video recording and/or other monitoring may be stored on a database and transferred to third parties in conjunction with security and marketing procedures undertaken by SVGM (or SVGM’s Personnel). Such usage and storage shall be in line with the Privacy Policy at all times.

Visitors are welcome to bring hand-held cameras and video equipment to create images and footage for their own personal, non-commercial use. We regret that tripods are not permitted onsite. Any media or commercial photography and filming must be approved in advance by The View from The Shard’s press office.

Flash photography may be used during your visit.

Food and Drink

Only food and beverages purchased in The View may be consumed in The View except during specific approved events. Food and liquid in open containers cannot be brought into The View.

Such restrictions are waived where such food or drink is required for medical reasons or for infants.

SVGM will make reasonable efforts to ensure that food and drink items advertised as inclusions of each package are available. However, SVGM (or SVGM’s Personnel) reserves the right, in its absolute discretion, whether for safety reasons, stock availability or otherwise, and with or without prior notice, to change product inclusions and offer a suitable alternative of equal or greater value.

Health and Safety

Visitors must remain within permitted areas and must adhere to SVGM’s health and safety procedures and guidelines and must follow any instructions given by SVGM or SVGM’s Personnel at The View. A Visitor is, however, responsible for their own safety and for the safety of any accompanying children.

The View is located at a height which may cause vertigo, discomfort or nausea for some Visitors. SVGM (and SVGM’s Personnel) accepts no responsibility for any harm or distress caused as a result of such conditions.

The only entry to The View is by a lift travelling up to six metres per second. The change in pressure caused by the movement of the lift may cause ear complications for some Visitors (ear barotrauma). Visitors suffering with a congested nose from allergies, colds, or an upper respiratory infection are more likely to develop barotrauma. This is an issue that is present with the use of many lifts and the View are not liable for any discomfort experienced through the normal use of the lifts.

Strobe lighting may be used in The View. The use of these special effects is intermittent, and while every effort is made to ensure the wellbeing of Visitors, SVGM does advise that if any Visitor has a pre-existing condition that could be exacerbated by exposure to any of these special effects, then these Visitors should not enter The View. SVGM (and SVGM’s Personnel) accepts no responsibility for any harm or distress caused as a result of such conditions.

CCTV and other audio and visual recordings may be undertaken for security reasons, by accepting these terms and conditions, you agree that SVGM may use such images for the purposes of maintaining and investigating safety and security at The View and its vicinity. Such recordings shall be used, stored, transferred and destroyed in accordance with the Privacy Policy at all times.

Personal Belongings

SVGM (and SVGM’s Personnel) has the exclusive right to determine what items may be brought into The View. SVGM will not store any confiscated item and Visitors will have no right to request the return of any confiscated item.

Visitors must keep personal belongings with them at all times. SVGM (and SVGM’s Personnel) accepts no responsibility for the loss, theft or damage to any personal items.

Pushchairs cannot be taken into The View and shall be stored these during your visit. No bags, coats or other personal items must be left on or in the pushchair.

Large items, including (without limitation) bags, bicycles or large photographic equipment may be prohibited from being taken to The View. Such items cannot be left within the premises of The View.

It is prohibited to take into The View any weapons, fireworks, smoke bombs, glass bottles, flammable liquids or other dangerous articles which may cause injury. This list may be updated from time to time by us. This includes ceremonial items such as kirpans; however, a space may be provided for ceremonial blades, and they will be returned upon departure.

SVGM takes no responsibility for belongings that are stored at The View during your visit. Any storage is subject to the security team’s discretion and availability.

Behaviour

Smoking and vaping is strictly prohibited in The View.

Unnecessary noise, (such as that from the use of radio sets, personal stereos and other electrical equipment), or any other antisocial or disruptive behaviour likely to cause annoyance to other Visitors or confusion of any kind is not permitted in The View and will result in immediate removal from The View or its vicinity.

Visitors must not engage in any conduct towards, or speak to, any SVGM Personnel or The View staff, agents or other Visitors in a manner which may offend, insult, intimidate or threaten any person on any basis whatsoever, including (without limitation) race, religion, colour, ethnicity, gender or physical attributes.

SVGM (or SVGM’s Personnel) reserves the right to refuse entry to The View for persons who have breached these terms and conditions on a previous occasion.

Low Visibility

Your experience at The View may not exactly match that shown on your device or in our marketing.

There will be times where the visibility at The View will be low or non-existent in particular due to weather conditions, construction works and/or events beyond our control.

SVGM (and SVGM’s Personnel) shall not be liable to provide a refund of tickets or for any loss or damage, direct or indirect (including (without limitation) for claims relating to the loss of enjoyment or for travel expenses) as a result of such low visibility conditions.

Please see our View Guarantee at The Shard View Guarantee – Free Return if Visibility is Poor and the applicable terms for further information.

Reselling Tickets

Consumer customers

We only supply the tickets for use by you, and you agree not to use the tickets for any resale purposes.

Business customers

If you are a business customer purchasing tickets form us, then you must ensure that as a minimum:

• you have purchased directly from SVGM and not via any third party;
• you purchase the tickets in accordance with these terms and conditions;
• you have SVGM’s express, prior written consent to resell the tickets. No ticket may be resold without the express prior written consent of SVGM (including consent provided via email);
• you shall comply with all applicable laws, statutes and regulations in respect of your acts in relation to the purchase and resale, including (without limitation) data protection legislation;
• you may resell the tickets in the ordinary course of your business to consumers; and
• you have shared these terms and conditions with the person to whom the ticket has been resold and they are made aware that the sale is via a resale method.

If SVGM (or SVGM’s Personnel) reasonably believes that a ticket has been resold without consent or the business customer has not complied with this section, the holder of the ticket may be refused entry to or ejected from The View without payment of compensation or any refund. The business customer indemnifies SVGM against all losses, costs and damages suffered or incurred by SVGM arising out of or in connection with the business customer’s non-compliance with this section and all claims from end customers.

Limitation of Liability

All Customers

Other than liability for death or personal injury resulting from the negligence of SVGM or any other liability that cannot be excluded by law, SVGM shall not be liable for any loss or damage that you suffer, direct or indirect, howsoever arising, including without limitation:

• for any distress, inconvenience or anxiety caused during the course of any visit for any closure to The View or evacuation from The View in the event of an incident or accident;
• loss that was not obvious and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable). This would include damages of any kind arising out of or related to your use of the services, including (without limitation) indirect, incidental, unexpected, consequential, special, or punitive damages, even if we have been advised of the possibility of such damages; and
• something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.

SVGM and its directors and officers accept no responsibility for any loss, theft or damage of a Visitor’s personal property. A Visitor will release SVGM from any liability for any loss or damage to personal property they may suffer in relation to his or her attendance at The View.

We exclude our liability for all action we may take in response to breaches of these terms and conditions or related documents or any loss or damage that you incur directly or indirectly as a result of your breach of these terms and conditions. The actions we may take are not limited to those described in these terms and conditions and we may take any other action we reasonably deem appropriate. We are also not liable for something that you could have reasonably avoided by taking reasonable action.

Business Customers

Where the customer is a business customer, in addition to the limitation of liability for “all customers”, SVGM shall under no circumstances be liable to you for any loss of profits, sales, business, or revenue; loss or corruption of data, information or software; loss of business opportunity; loss of anticipated savings; wasted expenditure; loss of goodwill; any indirect or consequential loss; or losses caused that are unrelated to a ticket or ticket sale.

Our total liability to you for all losses arising under or in connection with the contract will in no circumstances exceed the price you paid for the tickets to which the loss relates.

Force Majeure

SVGM shall not be liable for any delay in performing, or failure to perform, any of its obligations under these terms and conditions if such delay or failure result from events, circumstances or causes beyond its reasonable control.

Website Use

Any use of the Website shall be subject to our Website Terms of Use https://www.theviewfromtheshard.com/terms-and-conditions/ , which may be amended from time to time.

The View and the Website is operated by SVGM.

Questions about These Terms and Conditions

Any questions in relation to these terms and conditions or the Privacy Policy should be directed to the Head of Customer Services at The View from The Shard, 32 London Bridge Street, London SE1 9SG or by emailing [email protected].

Changes to These Terms and Conditions

We reserve the right to amend or vary these terms and conditions from time to time by notifying you or placing updated terms and conditions on the Website.

Resolving Issues

Our Complaint Procedure

If you are not satisfied with your visit or our services, please contact [email protected] or 0344 499 7222 and the team will do their best to resolve any problems you have experienced.

To contact us generally please see the details on our “Contact Us” page at Contact The View From The Shard | Visitor/Booking Info & Event Enquiries.

Going to Court

These terms and conditions are governed by and shall be construed in accordance with English Law, and you can bring claims against us in the English courts. If you are an individual consumer (and not a business consumer) and you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your ticket.

You can only transfer your contract with us to someone else if we agree to this.

This contract is between you and us. Nobody else can enforce it.

If a court or other authority decides that some of these terms and conditions are unlawful, the rest will continue to apply.

We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.