Booking Terms and Conditions
The Inverness Castle Experience is operated by High Life Highland on behalf of The Highland Council. By making a booking, you agree to these Terms and Conditions and our Privacy Notice.
Any person booking and/or visiting The Inverness Castle Experience does so subject to the following conditions.
Please review our terms and conditions carefully before making a booking.
Payment
All bookings must be paid in full at the time of booking unless otherwise agreed.
Tickets remain subject to the cancellation and amendment provisions set out below.
Prices are inclusive of VAT where applicable.
Experience Tickets
You can change the date and time of your booking up to 48 hours before your visit by clicking on the ‘Manage my Booking’ link in your confirmation email.
Prices are inclusive of VAT where applicable.
The transfer of your booking is subject to availability and cannot be used for any special events or other products.
All tickets booked using a discount code are non-transferable.
Transfer requests remain subject to availability and operational requirements.
Afternoon Tea
You can change the date and time of your booking up to 4 days prior to your booking by contacting us at info@invernesscastle.scot. The transfer of your booking is subject to availability and cannot be used for any special events or other products. Please note, all tickets booked using a discount code are non-transferable.
Highlander Pass:
The Inverness Castle Experience reserves the right to amend Highlander Pass benefits, operating dates and participating discounts where reasonably necessary.
Reasonable notice of material changes will be provided wherever possible.
The Pass is valid for 12 months from the date of purchase.
Unlimited entry is permitted only between 1st October and 31st March during the validity period.
The Pass is non-transferable and may only be used by the named holder.
The Pass provides unlimited standard entry between 1st October and 31st March.
Entry outside these dates is not included.
Pass holders are entitled to a 10% discount in the Bistro and the Shop.
This discount is valid all year round, including outside the unlimited entry period.
Discounts apply only to qualifying items and cannot be combined with other offers unless explicitly stated.
After purchasing your Highlander Pass, you must book your visit tickets online.
To book, you must enter your Highlander Pass number at the point of booking.
Entry will not be permitted without a valid booking.
The Highlander Pass is non-refundable and cannot be exchanged for cash or other products.
Experience tickets already used or booked cannot be converted into a Highlander Pass.
You cannot redeem experience tickets against the cost of a Highlander Pass after the date of use or retrospectively.
Cancellation
Experience Tickets
Bookings are non-refundable.
Subject to availability, bookings may be transferred to an alternative date if requested at least 48 hours before the scheduled visit.
Afternoon Tea Bookings
Bookings may be transferred to an alternative date if requested at least four days before the scheduled booking.
Failure to attend a booked visit will normally result in the loss of the booking value.
The Inverness Castle Experience reserves the right to cancel, postpone or amend bookings where necessary due to operational requirements, severe weather, safety concerns, maintenance works, or circumstances beyond our reasonable control.
Where this occurs, customers will be offered:
an alternative date;
an alternative experience where appropriate; or
a refund of the affected booking.
The Inverness Castle Experience shall not be liable for failure to perform its obligations where such failure arises from circumstances beyond its reasonable control, including but not limited to severe weather, natural disasters, acts of terrorism, public health emergencies, utility failures, industrial disputes or government restrictions.
Arrival / Late Arrival
Visitors should arrive at least 5 minutes before their scheduled entry time.
Visitors arriving after their scheduled time may not be admitted.
Where operationally possible, staff may offer an alternative entry slot on the day; however, this cannot be guaranteed.
No refund shall normally be payable for missed bookings due to late arrival.
No-shows
Customers who fail to attend their booked visit will be treated as a no-show.
No refund will normally be payable for no-shows.
Requests for exceptional consideration may be reviewed in line with our refund policy.
Accessibility
The Inverness Castle Experience is committed to providing an accessible and inclusive visitor experience. Visitors requiring assistance or reasonable adjustments are encouraged to contact us before their visit so arrangements can be considered.
Health and Safety
Visitors must comply with all safety instructions, signage and guidance issued by staff.
Certain areas of the attraction contain stairs, elevated viewpoints and uneven surfaces. Visitors are responsible for taking reasonable care for their own safety and that of any children or dependants in their care.
Liability
Visitors are responsible for their personal belongings during their visit.
Inverness Castle Experience accepts no responsibility for loss, theft or damage to personal property except where such loss results from our negligence.
Visitors are expected to follow all safety instructions, signage and staff guidance during their visit.
Data Protection
Personal information provided during the booking process will be processed in accordance with applicable data protection legislation and The Inverness Castle Experience Privacy Notice.
Details of how personal data is collected, used and stored can be found in our Privacy Notice.
Complaints
If you are dissatisfied with any aspect of your booking or visit, please raise the matter with a member of staff at the earliest opportunity.
Formal complaints may be submitted via our Contact Us page and will be managed in accordance with High Life Highland's complaints procedure.
These Terms and Conditions are governed by the laws of Scotland.
Any dispute arising from these Terms and Conditions shall be subject to the exclusive jurisdiction of the Scottish Courts.