Terms of service
All tickets and merchandise on this website are sold by Kielder Observatory Astronomical Society (KOAS) – Registered Charity No 1153570
When you’re checking out and click “I’ve read and accept the terms & conditions”, you are agreeing to:
- Proceed to make a payment via our merchant service provider WorldPay (all payment card details are handled by Worldpay; Kielder Observatory can however access the last four digits of your payment card to help us identify transactions)
- Adhere to our Refund Policy
- Allow Kielder Observatory to use your data to:
- Provide you with booking or order confirmation forms or respond to information you have asked for
- Contact you if there are any important changes to your booking or order
- Administer your booking, order or donation, including processing Gift Aid
- Keep a record of your relationship with us
- Ensure we know how you prefer to be contacted
We have amended our usual terms and conditions as follows:
- We have temporarily reduced our notice period from fourteen days to seven days for bookings of 6 guests or less: this means that, if your plans change, you can request a transfer voucher to the value of your tickets, less an administration fee of £5, if the event is more than seven days away. If your booking is within seven days, all we can do is attempt to resell the tickets and issue you with a transfer voucher if successful.
Please be patient with our team as they try and accommodate the changing requirements of regulations and implications for the team and our guests. Abusive behaviour will not be tolerated - we recognise that it is a very trying time for everyone and the team are working hard to ensure that our inspirational events are available to as many people as possible.
Please see our Privacy notice on our website for further details.
The content of the pages of this website is for your general information and use only. It is subject to change without notice.
Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
All trademarks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.
Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s). Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
When purchasing admission tickets please follow the guidelines with regards to age suitability.
Bookings are limited to a maximum of six guests per person/event. Groups in excess of six can be accommodated on request by emailing our admin team on firstname.lastname@example.org for details.
KOAS reserve the right to cancel tickets purchased in excess of this number without prior agreement.
Tickets are valid for the time and date specified only, are non-refundable are non-transferable, and cannot be used in conjunction with any other promotional discount or special offer.
We can however with 14 days notice of your event transfer your booking, this is done by issuing you a transfer voucher by email to the value of your original booking less a £5 admin fee and any gift aid you donated at the time. Transfer vouchers are valid for 12 months from the issue date.
The voucher comes as an attachment to an email and can be used against booking a new event and paying any difference in price, all you have to do is enter the code on the voucher into the space provided in the check-out page under Voucher? and click save.
Please email our admin team on email@example.com who will be happy to help.
Kielder Observatory reserves the right to cancel events and refunds will be given in this instance. Details of the programme may change.
Kielder Observatory reserves the right to refuse admission or to eject customers in reasonable circumstances (for example taking health and safety, environmental and security concerns into account).
Please note that visiting the Observatory during the evenings is only possible if you have booked an event ticket. We are not open to visitors who are not booked on events.
The Observatory is clearly signposted from the main “C200” road, do not turn off this main road until you see the Observatory sign. For those of you with a Sat Nav the nearest postcode is NE48 1ER however this is for Kielder Village and following your Sat Nav to this destination may leave you lost – stay on the main road and look for the brown ‘Kielder Skyspace & Observatory’ signpost.
Sometimes it is necessary for the gate that allows access up the forest track to be locked due to snow & ice etc — if you arrive to find the gate locked please park in the adjacent car park and await a member of staff who will direct you to the Observatory.
Concessionary tickets, where available, are for those who are aged 65 and over, under 16 yrs and those who are registered disabled.
If you have any access enquiries please contact our customer service team during office hours on (0191) 265 5510 before your visit.
A family ticket, where available, is for four people: 2 adults and 2 children or concessions.
Dogs are not permitted on site except for service dogs. However you are welcome to leave them in your car and check on them during the event.
Booking, refunds and cancellations
Once your booking has been processed you will receive an email confirmation to the email address you specified. It is your responsibility to check, prior to purchase, that the information you have supplied to us in respect of your online ticket requirements is accurate. We are only responsible for issuing online tickets in accordance with the information you provide. Once purchased, the date for which your ticket has been purchased cannot be changed. Payments for tickets are non-refundable, save where an event is cancelled by the observatory. Kielder Observatory reserves the right to cancel events and refunds will be given in this instance. Tickets are only valid for the date stated upon them.
Save in respect of liability which cannot be limited by law, our liability to you pursuant to these booking conditions is limited to the face value of the ticket purchased.
These booking terms and conditions are governed by English law and subject to the non-exclusive jurisdiction of the courts of England and Wales.
On arrival at the Observatory, the following will be required:
- The name and booking reference number provided at the time of purchase (The observatory reserves the right to refuse admission if the correct booking reference is not produced).
- Suitable proof of age (ID) for age concessionary tickets may be required. You may be refused entry or asked to pay the full admission price if suitable proof is not provided.
No smoking policy
The Observatory is committed to providing a healthy, safe and comfortable environment for all visitors, customers, contractors and staff. To this end, smoking is prohibited in all buildings and outside areas across the site except for the designated smoking areas. E-cigarettes are also prohibited.
Most orders placed are picked, packed and despatched the next working day and are sent by First Class mail ‘signed for’, however please allow 3-5 days for delivery of larger orders that need to be sent by carrier.
If you change your mind or decide that you don’t like the product you’ve received, please contact us within 14 days to let us know. You then have 14 days to return the item(s) to us, unused and in original condition including any outer packaging, and we will be happy to offer you a full refund (excluding any original delivery charges). Please ensure that you use sufficient packaging to return items to us to avoid them being damaged in transit.
Missing and Damaged Items
You have the right to refuse to accept delivery of damaged goods. If an item does arrive damaged, please contact us on the day it is received and we will be happy to help.
If your order has not arrived within 5 days of it being placed, please contact us and we will track your order and, if it is deemed to be missing, we will arrange a replacement.
Please note that replacements are subject to stock availability.
Gift Vouchers are valid for a period of 12 months from the purchase date and are not transferable.
Please note we do not send gift vouchers by post, they will come as an attachment to your order confirmation email and can be used to purchase event tickets and goods online ONLY.
Any unused balance will remain available to you for the duration of the voucher and can be redeemed in our online shop.
No cash alternative is available.
If your voucher expires before it is redeemed or has a balance remaining at the point when it expires, we will automatically donate the remaining value of the voucher to Kielder Observatory Astronomical Society, Registered Charity #1153570.
Please Note: Gift Vouchers cannot be used to purchase merchandise at the observatory
You will find our complaints procedure here