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Zip World London Terms and Conditions

The City Zip Company Ltd trading as Zip World London - Terms and Conditions


Your acceptance of these Terms and Conditions forms an agreement between The City Zip Company Limited trading as Zip World London, whose registered office is situated at 53 Chandos Place, London, WC2N 4HS, (hereinafter called “Zip World London”) and the Customer using the products or services of Zip World London (hereinafter called the “Guest”).


You acknowledge that you have read this document and you agree to make sure that all Guests in your group are aware of them. By booking or participating in one of our Flights you accept and agree to be bound by these Terms. A payment or part payment or a signature on written Terms and Conditions will signify acceptance of these Terms and Conditions relating to the use of the products or services of Zip World London.


Business clients also agree that these Terms constitute the entire agreement between you and us and supersede all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral; and


1. Definitions


“Advanced Promotional Period” – means the period before the event has started during which time tickets are sold.


“Flight” – means a ride on our installation and any of its associated activities which we might offer from time to time. The first London event runs at 225m at a height of 35m.


“Booking” – means a booking made by you for any of our Guests.


“Designated Location” – means the location of the start of the relevant Flight. The first London event will be inside Archbishop’s Park, London SE1 7LE


“Guest” – means a person who is booked to participate in any of our Flights by a Booking.


“Participating Adult” – means an adult over the age of 16 who actively participates in a Flight. A Supervising Adult can also be a Participating Adult.


“Promotional Offers” means any special offers we may advertise or offer from time to time, including online ticket prices.


“Site” – means the site on which a Flight takes place.


“Supervising Adult” – means an adult or adults over the age of 18 who accompany any child or children to our Site.


“Terms” – means these terms and conditions as amended by us from time to time.


“Waiver Form” – means the Acknowledgement of Risk Form which must be signed by all Guests before taking part in a Flight.


“Website” – means our website:



2. Restrictions on Guests


A child needs to be accompanied by a participating supervising adult.


Certain medical conditions may preclude participation. If you or any Guest is pregnant or suffers from a medical condition we recommend that you contact us before booking to ensure it does not preclude you from taking part. Failure to do so may mean you or the relevant Guest cannot take part and no refund will be payable by us. We will not be liable if you suffer illness or injury through a medical condition that has not been disclosed to us.

Maximum permitted user weight – 120kg
Maximum permitted user height – 2.0m
Minimum permitted user height – 1.20m
Minimum age - 8 years

There is no maximum age


3. Booking Cancellations & Amendments by Us


a.         Safety is our primary concern. There may be times where weather conditions mean some of our Flights are not safe to take part in. If we decide in our absolute discretion to delay Flights or amend rider restrictions on the day of the Booking we will email ticket holders and also post a notice on our Social Media pages. 


If we do this, you can re-schedule your Booking within 1 month of the date of the Flight you originally booked, subject to availibility. Refunds are not given for a cancellation or abandonment as a result of weather. No compensation for consequential or any other losses will be payable to you.


b.         Flights that are booked as part of any Advanced Promotional Period are conditional on a number of factors beyond the control of the organisers and consequently we must offer a no refund policy for these tickets should the event not transpire.


If the launch is simply delayed and your booked dates are no longer viable, the organisers will offer alternative dates to you. If these alternative dates are not suitable, the company will offer a refund but no compensation for consequential losses or any other losses will be payable to you.


c.         For any other tickets, if we must permanently cancel Flights for any reason not related to weather and we cannot offer you an alternative and you want to request a refund for your ticket purchase, we will notify you by email. Any email sent will be deemed to have arrived and you must claim the refund within 7 days of the date of the cancelled Flight and follow the steps below. No compensation for consequential losses, travel expenses, accommodation, hospitality or any other losses will be payable to you.


d.         The refund request process is as follows:

(i)         send us an email to;

(ii)        the subject line of the email must be “Refund Request”;

(iii)       include your full name and the Booking reference number;

(iv)       we will request certain details from you in order to identify you and effect a refund


4.         The Waiver Form


Every Guest is required to sign a Waiver Form. If a Guest doesn’t sign a Waiver Form, or doesn’t comply with any of the terms set out in the Waiver Form, that Guest will be prohibited from taking part in the Flight.  No refund will be paid and we will not be liable for any compensation, consequential or any other losses arising.


5.         Booking Options, Payments and Guarantee


If you book directly with us online or by telephone, then we will ask for your credit or debit card details to complete the purchase and a ticket will be emailed to you.  Full payment will be debited and your account statement will identify the transaction as “The City Zip Company Limited”.
If the Booking is made through an approved representative, payment will be taken in accordance with their own terms and conditions for ticket sales. 
If you are a consumer, you can only book one of our Flights if you are at least 16 years old.
If you are not a consumer, you confirm you have authority to contract for the business on whose behalf you are making a booking.


6.         Payment


Full payment must be made in advance of training and Flights.


7.         Packages


Package promotions are not available in conjunction with any other offer.


Flights booked within a package must be scheduled on the same day.

If one or more products in a package are cancelled by you at any time, the remaining Guests may be charged at a higher price, according to the ratcheted pricing offered to you.


If one or more of the Guests are postponed by Zip World London, the refund option of that / those Flight(s) will be proportionate to the discounted package price.


If one or more Flights are postponed by Zip World London, you will have an option to be refunded for this Flight or to request to reschedule it for another date. Other Flights within the package may be postponed but cannot be refunded.


Following the booking of a group package, if numbers reduce below those required for this group discount, the price will be recalculated to reflect this.


8.       Amending or Cancelling your Booking


Where possible a booking amendment will be accommodated without charge or penalty.


Individual bookings may be amended no less than 4 days prior to the booking.
Cancellations cannot be made less than 7 days prior to the booking.
Group bookings of Guests where a volume discount has been applied may be cancelled or amended after the giving of at least 14 days’ notice of cancellation or reduction of numbers. 
The time limits referred to in relation to this section refer to the original booking date.  Once a booking date has been amended or cancelled then you cannot further amend or cancel the date and the provisions relating to refund or further amendment will not be available you.
Discounts or booking tariffs may vary but in some cases are based on minimum group sizes.  If the minimum group size is not achieved then the relevant pricing tariffs will be applied to the remaining tickets.


9.       Bookings via our Website


This condition 9 only applies if you are a consumer and you have booked via our Website.


a.         If you are a consumer, you have a legal right to cancel an Agreement during the period set out below in condition 9(b). If you change your mind or decide for any other reason that you do not want to take the Flight you have booked, you can notify us of your decision to cancel the Agreement.

b.         Your legal right to cancel an Agreement starts from the date on which we e-mail you to confirm our acceptance of your order, which is when the Agreement between us is formed, and must be at least 48 hours before your scheduled flight. Your deadline for cancelling the Agreement is then seven days from the date of booking.           

c.         To cancel an Agreement and receive a refund, you must send an email detailing that you wish to cancel to, stating “Cancellation” in the subject line.


10.       What’s included in the price?


The price of one standard ticket will include one Flight, all necessary equipment, public liability insurance and VAT. 


11.       Concession / discount requirements


Bookings will be accepted on the basis of information supplied by you at the time of booking.  However, proof of any concession entitlement may be requested at any time during fulfilment of the Flight booked. Failure to produce required evidence upon request may result in the concession / discount being withdrawn and payment being requested amounting to a difference between that which has already been paid and the full published price.


12.       Late Arrival


We operate a timekeeping policy. All Guests in your party must arrive at the location at least thirty (30) minutes prior to the Flight commencement time.
If you are late we will endeavour to reschedule you to a slightly later slot but make no undertaking to do so.
Cancellation through late arrival will not entitle you to a refund. There will be no compensation paid for consequential or other losses or expenses.


13.       Reprography


Our Site may have automated or manual cameras installed. During your visit your image may be captured by one or more of these devices.  By visiting our Site you accept that you may be filmed either for the production of stills or video.
Video and photo reprography is a service that may be offered by us or our partners.  Neither that partner nor Zip World London accepts any liability if this service cannot be provided for whatever reason. In such circumstances, no refund will be given nor compensation paid, even if the photograph has been prepaid as part of a package.
Guests may take photographs at our site but may not do so on the launch or landing platforms, nor on the wires, even with “selfie sticks”. Like other personal belongings, phones and cameras must be stowed in lockers or secured in our carry pouches during rides and cannot be held in the hands during a ride.
Data provided at experience check-in, including your e-mail and mobile phone number, will be shared with the partner for the purpose of providing you with the video reprography option. Any contract to purchase video or photography services will be between you and that partner and not Zip World London.
In the case of children under the age of 16, you accept and consent by making the Booking that still or video images of children will be taken during the reprography process. 


14.       Children


Full legal responsibility for any child or children in your group lies with the Supervising Adult. The Supervising Adult must sign the Form on behalf of the child or children.


If you are making a booking which will include children participating in the Flight, you acknowledge and understand that children under the age of 16 years will not be permitted to fly unless accompanied at all times by at least one Participating Adult for every 3 children taking part.


The minimum age for a supervised child Guest is 8 years.


15.       Accessibility


We are unable to offer special or modified Flights to accommodate disabled Customers requiring a wheelchair or other such mobility assistance and / or special access.
We reserve the right to decline participation on the basis of a pre-existing medical condition which must be disclosed to us in the Waiver Form or (if earlier) at the time of the Booking. 


16.       Alcohol and non-prescribed drugs


The consumption and use of alcohol and non-prescribed drugs is strictly prohibited on our Site at all times.  We reserve the right to refuse admission to any person who is considered to be under the influence of alcohol or non-prescribed drugs.  Smoking is not permitted at any time when our equipment is being used or worn.


17.       Insurance


Zip World London has appropriate public and employer liability insurance.


18.       Our liability


We do not in any way exclude or limit our liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;

We will under no circumstances whatever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with this Agreement for:

any loss of profits, sales, business, or revenue;
loss of business opportunity;
loss of goodwill; or
any indirect or consequential loss.

Our total liability to you in respect of all losses arising under or in connection with a purchase, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price of the Flights purchased.
We will not be responsible for ensuring that the Flights are suitable for your purposes.
Except as expressly stated in these Terms, we do not give any representation, warranties or undertakings in relation to the Flights. Any representation, condition or warranty which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law.


19.       Losses


Zip World London is not responsible for and accepts no liability for any loss or damage caused to your belongings or to the contents therein when you are on our Site.


If you or any Guest deposits personal possessions, items of clothing or any other property with an employee or a third party on our Site then they do so at their own risk and Zip World London will not be responsible for any loss or damage to these items however caused.


20.       Reserved Rights


Zip World London reserves the right to cancel bookings.  Reasons for cancellation may include, but without limitation:


Physical or verbal abuse towards any person on any of our Sites;

Failure to comply with the laws of England and Wales;

Refusal or failure to complete the Waiver form;

Refusal or failure to provide suitable evidence of ability to partake in a Flight;

Refusal or failure to pay the correct fee for a Flight;

Refusal to supply medical evidence or suitability to partake in a Flight;


In the event of cancellation, amendment or postponement of a flight or flights by Zip World London under this clause, the provisions relating to cancellation and amendment which are available to the Customer under the provisions of Condition 8 will not apply.


We reserve the right to make alterations or changes to these Terms at any time ensuring that the Guests with existing bookings will receive the latest copy of the Terms prior to participating in a Flight where they are affected. Should the revised Terms be unacceptable to a Customer who has pre-booked the booking may be cancelled without penalty.


21.       Events Outside Our Control


We will not be liable or required to refund for any failure to perform, or delay in performance of, any of our obligations under an Agreement that is caused by an Event Outside Our Control.
An Event Outside Our Control includes without limitation supplier failure, strikes, lock-outs or other industrial action by third parties; inaccessibility of our site to us, our equipment, workers or Guests; civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
If an Event Outside Our Control takes place that affects the performance of our obligations under this Agreement:

we will contact you as soon as reasonably possible to notify you; and
our obligations under an Agreement will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control.
If the event continues for more than four months then we will have the right to terminate our contract without liability.


22.       Complaints and Disputes


Any disputes or complaints must be brought to the attention of The City Zip Company Ltd (trading as Zip World London) in writing within seven (7) days from the occurrence which gave rise to the complaint / dispute.  Zip World London will respond within seven days in writing and will endeavour to investigate and resolve such a dispute or complaint without involving third parties. The Company’s decision through this process will be final.


23.       General Matters


We may transfer our rights and obligations under an Agreement to another organisation, but this will not affect your rights or our obligations under these Terms.


This Agreement is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.


Each of the Conditions of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining Conditions will remain in full force and effect.


If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.


The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with an Agreement or its subject matter or formation (including non-contractual disputes or claims).


24.       Promotional Offers


Where you have made a Booking for any of our Promotional Offers, the following provisions shall apply:


All Promotional Offers are subject to availability.

Promotional Offers are non-transferable unless clearly stated as such.

Promotional Offers are not for resale unless under license and in any event not for more money than tickets are available directly from Zip World London.

Tickets are not redeemable for cash.

Promotional Offers only apply to the specified product or products.

Promotional Offers cannot be used in conjunction with any other offer.

Promotional Offers are valid until the date specified.

The Zip World London reserves the right to withdraw a Promotional Offer at any time.


Tickets that are sold or re-sold in breach of these conditions will not be honoured by the company. Currently the only companies licensed to re-sell Zip World London tickets are:


Zip World

Golden Tours

Thames Rockets

Buy a Gift

Into the blue

Red Letter Days

Thames Clippers

Thames Jets

Expedia Local Expert


Specifically, Globe Events are NOT licensed to sell Zip World London tickets and tickets purchased through them will not be honoured.

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