Tickets & Admissions Policy

Upper Rock Nature Reserve Tickets and Admission

• Definitions and Interpretation
• How These Terms Work
• Amendments to these terms
• Your Ticket
• Ticket Purchase and Resale
• Age restrictions and young persons
• Entry
• Attractions
• Health and safety
• Food and beverages
• Merchandise
• Cancellation, postponement and alterations
• Liability
• General
• Covid-19
• Barbary Macaques
• Legislation

Venue Tickets and Admission

The Department of the Environment (referred to herein collectively as “the DoE”,” we” or “us”) sell Tickets for entry in to the Upper Rock Nature Reserve via this website.

The DoE are also authorised to sell Tickets, as an Agent, for events, tours, activities or experiences (referred to herein collectively as a “Services”) offered by Suppliers, via this same website.

1. Definitions And Interpretation

1.1 In these Terms, certain words have specific meanings, as follows:

“the DoE” / “we” / “us” / “our”
means the Department of the Environment, for Her Majesty’s Government of Gibraltar.
“Services”
means a music concert, sporting event, tour, activity, experience or other live event taking place at any Attraction within the Upper Rock Nature Reserve.
“Supplier”
means an entity which is selling its services for an event, tour, activity or experience, via the URNR website.
“The Upper Rock Nature Reserve “the URNR””
means the Upper Rock Nature Reserve (including each of the attractions as defined below), a conservation area, owned by Her Majesty’s Government of Gibraltar and operated by the Department of the Environment.
“Ticket”
means a ticket, electronic ticket, wristband or any other device or mechanism which allows the bearer to enter the URNR or an Attraction within the URNR.
“Ticket Terms”
means the terms and conditions of the Department of the Environment which are printed on the back of hard copy Tickets or otherwise displayed in relation to Tickets.
“Attraction”
means the URNR, the area known as St Michael’s Cave and/or any other area within or around the URNR in which events, tours, activities or experiences (referred to herein collectively as ”Services”) take place.
“Venue Terms”
means these terms and conditions.
“you” / “your”
means any person seeking admission to the URNR and/or to any specific Attraction within the URNR to attend an event, tour, activity or experience.

2. How These Terms Work

2.1 The DoE operates the URNR and the Attractions within.

2.2 Your admission to and conduct at the URNR, and at all Attractions is governed by these Venue Terms. By purchasing Tickets and/or entering or attempting to enter the URNR, you will be taken to have accepted these Venue Terms and, where a Ticket has been purchased, the Ticket Terms.

2.3 Some Suppliers may have their own terms and conditions, which will apply to you when using your Tickets to attend an Attraction. These will apply in addition to the Venue Terms and the Ticket Terms. If there is any inconsistency between these Venue Terms and the Ticket Terms, and the terms specified by the Supplier, these Venue Terms and the Ticket Terms will apply in priority to the others. To the extent that there is a conflict between these Venue Terms and the Ticket Terms, the Ticket Terms will take precedence.

3. Amendments To These Terms

3.1 These Venue Terms may be amended from time to time, to reflect changes in the rules of admission, changes in health and safety and/or security procedures, changes to the arrangements in place between Suppliers, and/or changes in relevant laws and regulatory requirements.

3.2 Each visit to the URNR (including each Attraction) will be subject to the Venue Terms in force at the time of the visit. It is your responsibility to check the Venue Terms before entering the URNR, so that you are aware of any changes.

3.3 The DoE reserves the right to change its Ticket Terms from time to time, as these may vary on an Attraction by Attraction basis. It is your responsibility to check the Ticket Terms for each Attraction.

4. Your Ticket

4.1 Your ticket may be in the form of paper, mobile/bar code, email, wristband or chip technology or such other form that becomes available over time including paperless mechanisms. Tickets cannot be cancelled or exchanged after purchase, other than in accordance with these Venue Terms.

4.2 Only persons holding a valid Ticket (and in some cases valid ID, pursuant to section 7.1 of these Venue Terms) will be admitted in to the URNR or its Attractions. You must keep your Ticket with you at all times during your visit.

4.3 Keep your Tickets safe. Your Ticket may be invalidated if any part of it is removed, altered or defaced. Removing the Ticket stub of a physical Ticket will invalidate the Ticket. Tickets cannot be duplicated if lost or stolen and neither the DoE nor any Supplier will be liable for any lost or stolen Tickets.

4.4 Ownership or possession of a Ticket does not confer any rights (by implication or otherwise) on you to use, alter, copy or otherwise deal with any of the symbols, trademarks, logos and/or intellectual property appearing on the Ticket or used in connection with the Attraction.

5. Ticket Purchase & Resale

5.1 Authorised Ticket Agents are permitted to sell tickets to enter the URNR. Suppliers to Attractions within the URNR may also appoint their own Ticket Agents to sell Tickets to enter the URNR. If you are unsure whether a person offering Tickets for sale is an authorised Ticket Agent, please contact us. Please be aware that auction sites are not authorised Ticket Agents.

5.2 Please only purchase tickets through authorised ticketing sites. If you have, or suspect you may have been a victim of fraud when purchasing tickets, please report it to the DoE [email protected]

5.3 We are entitled to seize and/or cancel any Ticket, without notice and without refund or other compensation, which has been resold, attempted to have been resold or which has been purchased other than via an authorised Ticket Agent, ticketing partner or (where applicable) the official ticket resale partner of an Attraction within the URNR, as well as any Supplier. We may also seize and/or cancel without refund any Ticket purchased using (or suspected to be using methods) methods generated by a script, macro, ticket bot or automated devices. Information regarding the purchase of any such Ticket and its holder may be passed on to the relevant authorities.

5.4 We will not be required to accept Tickets if we know or have grounds for believing that the Tickets have been duplicated or purchased from any of the following: unauthorised agents or other unauthorised sources including, without limitation, ticket touts. We are entitled to refuse entry to any person holding such a Ticket, or to eject them from the URNR and/or any Attraction within the URNR.

5.5 The number of Tickets purchased may be subject to a cap. The DoE will notify you of this before you make your booking. We reserve the right to request that Ticket Agents cancel any Tickets which we reasonably believe were bought in excess of this cap, or were otherwise purchased in breach of these Venue Terms.

5.6 Tickets may not be used for promotions, competitions, sweepstakes or for other commercial purposes without the prior written consent of the DoE.

6. Age Restrictions And Young Persons

6.1 All children from 5 – 11 years of age must have a Ticket in order to enter the URNR – unless otherwise specified on the Attraction details page, during the booking process or on the Ticket Terms.

6.2 Infants, up until 4 years of age do not require a Ticket to enter the URNR.

6.3 When entering the URNR or any Attractions taking place within the URNR (subject to any additional age restrictions that may apply to individual Attractions):

• children under 12 must be accompanied by an adult aged 18 or over

6.4 Attractions may be age restricted. It is the responsibility of the purchaser of the Tickets to check before purchasing the Tickets that they and the persons for whom they purchase the Tickets can comply with such age restrictions. If you attend an Attraction where age restrictions apply, and/or if you are claiming a concession, you must be able to provide photographic proof of identity and age or entitlement, as appropriate. We reserve the right to refuse entry, without refund, to any person who is unable to provide such photographic proof.

6.5 It is your responsibility to check the suitability of the visit to the URNR or Attraction for any children in your party regardless of official age restrictions. This includes considering the type of audience the Attraction is likely to attract and whether such an audience is a suitable environment for children in your party. Refunds will not be issued if any aspect of an Event, including the behaviour of other audience members, causes offence to you or any children on whose behalf you have purchased Tickets.

6.6 We do not recommend subjecting children to loud music over a sustained period of time. Hearing protection is advised for some Attractions taking place within the URNR and is advisable for any other Attractions where loud music is involved. A concert environment is not suitable for very young children.

6.7 Except for shows specifically aimed at children, accompanying adults should be confident that children within their party will not cause disruption to other audience members. Any disruption may result in you and your children being removed from the URNR.

7. Entry

7.1 For entry at the URNR you must produce:

• (a) A valid Ticket; and
• (b) In some cases, if you are the lead booker for a party you must produce valid photographic proof of identity which matches the name displayed on all Tickets held by the party;

in order for you and your party to enter the URNR and certain other Attractions within the URNR. In the case of (b), all members of a party must enter the URNR (or the relevant Attraction) with the lead booker.

You may be asked to show your Ticket and/or ID for inspection at any time during your visit.
Failure to do so may result in you being required to leave the URNR or relevant Attraction.

7.2 Searching is a condition of entry to protect your safety and that of other visitors. We may conduct security searches of clothing, bags and other items, as determined by us in our discretion, including on entry and exit.

7.3 Prohibited items – We reserve the right to prohibit within the URNR or relevant Attractions:

• items which are illegal. Anyone found in possession of illegal or contraband goods may also be liable for prosecution;
• weapons, bladed/sharp articles, ammunition, explosives, horns, whistles, drums, fireworks, flags, flagpoles, inflatables, glass bottles, flammable liquids in any container, laser pens, illegal drugs, confetti, glitter bombs, balloons, wheeled footwear, full face masks or any other item which in our opinion, may cause danger or disruption to any Event or to other visitors (regardless of whether or not such item is illegal or is carried for specific purposes);

7.4 You are responsible for safeguarding your property when at the URNR. The DoE will have no liability for property that is lost, stolen or damaged when at the URNR. All items that are left with staff before entry in to the URNR are left at your own risk.

7.5 Dogs are allowed to enter the URNR (at your own risk), but must be held on a leash at all times. Dogs (with the exception of guide dogs) cannot enter any of the Attractions.

7.6 You may be ejected from or not permitted to enter the URNR and required to surrender any
Tickets you hold, without refund, if you refuse:

• to leave a prohibited item (see section 7.3) with our staff;
• to be searched; and/or
• in our opinion, you or your behaviour, or any item you are carrying might:
  • (a) pose a health and safety risk;
  • (b) affect the enjoyment of other visitors;
  • (c) affect the running of the Attraction;
  • (d) cause damage to or interfere with the property of the DoE;
  • (e) be in breach of these Venue Terms or Ticket Terms;
  • (f) be illegal;
  • (g) lead to a breach of any licensing conditions applicable at the Attraction; or
  • (h) be in breach of any rules and regulations exhibited on notices at the URNR, such as (without limitation):
    • entering any prohibited areas;
    • standing on prohibited areas;
    • climbing on prohibited areas;
    • throwing any objects or substances;
    • throwing any object or substances at any other visitor; or
    • smoking, including e-cigarettes.

7.7 Should you experience any problems while in the URNR please contact the nearest member of staff so that every reasonable effort can be made to resolve the issue prior to, or during your visit. Complaints are very difficult to resolve after the Visit.

8. Attractions

8.1 There is no re-admission once you have left an Attraction except in limited circumstances and at our sole discretion. This does not include leaving St Michael’s Cave to purchase refreshments or use the washroom facilities within the URNR.

8.2 In relation to seated Attractions, other members of the audience may stand up during the Event. This may block your view if you choose to remain seated or if they are taller than you. Refunds and compensation will not be offered if your view is restricted in this way or otherwise disturbed by members of the audience entering/exiting their seat.

8.3 Floor seating is not tiered and a refund or compensation will not be offered if your view is restricted as a result of the floor not being tiered.

8.4 There will be no admission to an Attraction before the designated door opening times.

8.5 For some specific Attractions, and at the request of the artist, latecomers may not be admitted into the Attraction until a suitable break (if any). We will not refund Tickets if you miss all or part of an attraction due to your late arrival.

8.6 The use of cameras, video and/or sound recording equipment (including via mobile phones) other than for personal use (i.e. for commercial use) is prohibited and such items may not be used within individual Attractions except with our express written consent.

8.7 You are required to observe and comply with all rules and regulations shown on notices at the URNR and individual Attractions and to comply with all instructions given to you by members of staff.

8.8 All advertised times are approximate and subject to change. It is your responsibility to make appropriate arrangements to ensure that you arrive at the Attraction in sufficient time in case it starts early and to ensure that you are able to stay until the close of the Attraction, should you wish to if it overruns. If an Attraction does not run to the precise times advertised, refunds will not be payable on Tickets and we will not be responsible for the cost of alternative travel arrangements or for any other loss you suffer (including loss of enjoyment).

8.9 CCTV and film cameras may be present at and around the URNR. This includes filming by the police and/or security staff carried out for the purposes of providing the safety of visitors, and filming and/or photography of Attractions. By purchasing a Ticket to an Attraction and/or attending the URNR you give your express consent to all such filming and to your actual or simulated likeness being included within any: film, photograph, audio and/or audio-visual recording (“Footage”). All rights in such Footage which will be owned by us or any relevant third party.

You also agree that any such Footage may be used by us in any and all media for any purpose at any time throughout the world, including (with the exception of CCTV or security Footage) for commercial purposes, such as merchandising, without payment or compensation to you.

8.10 You must leave the URNR quietly in consideration for our neighbours. Any failure to do so may result in you being refused entry to, or permission to purchase Tickets to, future Attractions.

9. Health And Safety

9.1 In case of emergency please follow instructions and directions from members of staff and/or other officials.

9.2 No smoking is permitted in any part of the URNR.

9.3 WARNING – prolonged exposure to loud noise in some Attractions may cause damage to your hearing. Flashing lights may be used during a performance.

9.4 If you have any specific access requirements, please contact us before purchasing Tickets, to ensure that we can accommodate your requirements. Accessible seating for Attractions may not be available unless it is arranged in advance.

10 Food And Beverages

10.1 No food or drinks may be brought into any Attraction (except in limited circumstances on proven medical grounds) unless otherwise notified at our discretion. A variety of food and/or beverages will be available for purchase within our Attractions.

10.2 Bottle tops may be removed from all bottles purchased inside the URNR. This is to reduce the risk of them becoming rolling trip hazards, or being used as missiles. Occasionally, drinks will be decanted into plastic cups.

10.3 The DoE operates a ‘Challenge 25 Policy’ on the purchase of all alcohol and you may be asked for ID. We reserve the right to refuse to serve you alcohol if you do not have valid photographic ID. By purchasing alcohol via any third party app, you are confirming that you are over the age of 18. You may be asked to produce identification to confirm your age upon collection.

Please be aware that all dishes are prepared in an environment that may contain nuts, seeds, gluten or lactose; therefore, all dishes may contain traces of these or other allergens. Full allergen information is available to guests upon request. Please just ask a member of staff.

10.4 We reserve the right to refuse to serve you alcohol if, in our opinion, we believe that you are intoxicated or likely to become intoxicated if we serve you further alcoholic beverages.

11. Merchandise

11.1 Trading is only permitted from licensed businesses within the URNR. Please be wary of unofficial traders offering inferior goods for which we accept no responsibility.

11.2 You are not permitted to sell or offer for sale or distribute any items whilst at or in the surroundings of the URNR including, without limitation, merchandise, Tickets, food, beverages, cigarettes or smoking materials, newspapers or magazines.

11.3 You must not bring into the URNR or display or distribute (whether for free or with a charge) any sponsorship, promotional or marketing materials nor any leaflets, signage or other materials containing religious or political messaging.

12. Cancellation, Postponement And Alterations

12.1 The DoEmay make alterations to Attractions which are not material. No refunds will be
available in respect of non-material alterations.

• A “material” change is a change to an Attraction within the URNR, which in the opinion of the DoE, makes the Attraction substantially different to the Attraction which purchasers of the Ticket would reasonably expect to attend. Changes to performance times, supporting acts and the use of understudies in a theatre performance will not be a material change. Closure of a particular Attraction will neither constitute a material change, and therefore no refund will be available in these circumstances.
• A material change is judged by reference to the nature and billing of each Attraction. Attractions which are festivals or themed events are judged by reference to the overall theme rather than the individual act scheduled to appear. This includes Attractions which have multiple artists and/or where the Attraction name does not include reference to any specific act. In these cases, no scheduled acts may be considered as headline acts, regardless of their relative fame or prominence in the billing.

12.2 In the event of a cancellation of, postponement of or material change to an Attraction you may be entitled to a refund in accordance with the Ticket Terms and Conditions or Refund Policy of the Supplier from whom you purchased your Ticket(s) and you must contact us or the relevant Supplier to request all refunds.

12.3 It is your responsibility to check the website for the URNR for news of any cancellation, closure, postponement or alteration of a particular site or an Attraction within the URNR. Information on such matters will be made available as soon as reasonably practicable on the URNR website at naturereserve.gi and/or physically at the URNR or at the relevant Attraction. Customers are advised that the website cannot always be updated immediately and that circumstances giving rise to cancellation or alterations may arise
immediately prior to the commencement of an Attraction.

13. Liability

THIS SECTION IS IMPORTANT AS IT SETS OUT THE LIMIT OF OUR LIABILITY TO
YOU. PLEASE READ IT CAREFULLY.

13.1 Subject to section 13.2, if we breach our obligations to you under these Venue Terms or if we are
negligent and, as a result, you suffer any loss or damage in connection with your visit to the URNR:

• (a) we will only be liable for your loss or damage up to an amount equal to the face value of the
  Ticket purchased by you to visit the URNR (if any); and
• (b) we will not be liable to you for any losses or expenses incurred in connection with your visit to the URNR, any Attraction, or its cancellation, postponement or changes. For example, we will not be liable to you for the cost of any personal travel, accommodation or hospitality arrangements made in connection with any Attraction or visit to the URNR.

13.2 For the purposes of these Venue Terms, “Force Majeure” means any cause beyond the DoE’s control, including, without limitation, any act of God, war, insurrection, riot, civil disturbances, acts of terrorism, fire, explosion, flood, epidemic, pandemic (including COVID-19), royal death, national mourning (including as a result of a royal death), theft of essential equipment, malicious damage, strike, lock out, weather, national defence requirements or Acts or Regulations of Her Majesty’s Government of Gibraltar, including in respect of COVID-19. We will be liable to you under these Venue Terms to the extent that any loss or failure of the DoE is caused by a Force Majeure event.

13.3 Notwithstanding sections 13.1 and 13.2 above, nothing in these Venue Terms shall be construed as excluding or restricting our liability for death and/or personal injury caused by our negligence or for any other form of liability that may not be limited by law.

14. General

14.1 To the fullest extent permissible in law, we shall be entitled to assign any and all of our rights and obligations under these Venue Terms, provided that your rights are not adversely affected.

14.2 If any provision of these Venue Terms is found to be invalid or unenforceable by a court, the invalid or unenforceable provision shall be severed or amended in such a manner as to make the rest of the provision(s) and remainder of these Venue Terms valid and enforceable.

14.3 If we delay or fail to enforce any of these Venue Terms it shall not mean that we have waived our right to do so.

14.4 All of these Venue Terms are governed by the laws of Gibraltar and any disputes arising under them are subject to the exclusive jurisdiction of the Courts of Gibraltar.

15. COVID-19

For the purposes of this section “COVID-19” means the global outbreak of the respiratory
coronavirus disease known as COVID-19 and the virus known as severe acute respiratory syndrome
coronavirus 2 (SARS-CoV-2), confirmed as a pandemic by the World Health Organisation on 11
March 2020, and any subsequent waves or derivatives of the same.

15.1 You are required to observe and comply with all laws, Regulations, rules and requirements relating to COVID-19 and which the DoE has adopted as part of its operations at the URNR including but not limited to wearing of face coverings where applicable (“COVID-19 Measures”). The DoE will communicate the COVID-19 Measures to you from time to time including and without limitation via pre-Event emails, its social channels, the URNR Website, Venue signage, and/or as instructed by members of staff at the URNR or any Attraction within. This section 15.1 is without prejudice to the DoE’s rights pursuant to section 8.7.

15.2 The DoE reserves the right to alter or remove its COVID-19 Measures (and this section 15) at any time in response to the latest guidance or legislation from the Government of Gibraltar or as otherwise deemed necessary by the DoE in its discretion.

15.3 The DoE reserves the right to eject you from the URNR or to refuse your entry to the applicable Attraction if, in our opinion, you are refusing to comply with any COVID-19 Measures without grounds. This section is without prejudice to the DoE’s rights pursuant to section 7.6 and section 7.7.

16. Barbary Macaques

16.1 No person shall entice, feed or interfere with a Barbary Macaque in the URNR.

16.2 It is an offence for a person−

• (a) to entice a Barbary Macaque to leave any part of the Gibraltar Nature Reserve (which includes the Upper Rock) by offering or leaving food or water;
• (b) not being a person authorised by the Minister for the Environment, to feed a Barbary Macaque within the Gibraltar Nature Reserve, or to encourage another person to do so;
• (c) not being a person authorised by the Minister for the Environment, for the purpose of management, research or veterinary care where necessary, to deliberately touch a macaque or in any way interfere with the natural behaviour of a macaque.

17. Legislation

17.1 Relevant legislation pertaining to the URNR shall include (but is not limited to) –

• Nature Conservation Area (Gibraltar Nature Reserve) (Protection and Regulation) Regulations 1993;
• Animals Act; and
• Nature Protection Act, 1991.