(“MS”, “we”, “us”, “our”, which also includes Welsh Rugby Union Limited (“WRU”) who may enforce the Stadium Tour Terms and Conditions (as applicable))

STADIUM TOUR TERMS & CONDITIONS

November 2025

The Stadium Tour Terms and Conditions comprise:

 

  • the Standard Terms and Conditions (see Part 1 of the Stadium Tour Terms and Conditions); and
  • the Ground Regulations (as defined below).

 

IN PARTICULAR PLEASE NOTE THAT:

 

The Stadium Tour Terms and Conditions shall apply to, and be incorporated into, the Contract (as defined below) and prevail over any other terms or conditions previously received by the Ticket Holder (as defined below) in respect of any Stadium Tour.

 

By reserving, purchasing and/or being allocated or transferred a Ticket (as defined below), each Ticket Holder accepts and agrees that s/he has read and understood each component part of the Stadium Tour Terms and Conditions and agrees to be bound by, and to comply with, the Stadium Tour Terms and Conditions (as applicable to them). Any individual reserving, purchasing, selling, transferring or allocating a Ticket for, or to, a third party shall be deemed to be acting with the consent of such third party, including acting with their authority, to confirm that such third party has also read and understood, and agreed to be bound by, and to comply with, each component part of the Stadium Tour Terms and Conditions.

 

The Stadium Tour Terms and Conditions are subject to change or amendment by MS and/or the WRU (as the case may be) at their discretion from time to time.

 

For further advice and guidance, please contact the Principality Stadium Customer Care Team either by telephone on 029 20822432, or by email at customercare@wru.wales. Alternatively, please contact the Tour Manager on 029 20822308.

 

Defined Terms

In the Stadium Tour Terms and Conditions the following terms have the following meanings:

Contract means the binding agreement formed between each Ticket Holder and MS pursuant to the reservation, purchase, allocation or transfer (as the case may be) of a Ticket, incorporating the Stadium Tour Terms and Conditions;

Government Rules means legislation enacted, and/or rules and guidance issued, by the UK Government and/or the Welsh Government (as applicable) from time to time;

Ground Regulations means the ground rules and regulations governing attendance at the Stadium as amended by the WRU from time to time and which are available outside the Stadium, accessible on our official website www.wru.wales and, as at the date of these Stadium Tour Terms and Conditions, accessible at https://www.principalitystadium.wales/information/ground-rules/;

Stadium means Principality Stadium, Westgate Street, Cardiff, Wales, including any outer concourse and all land surrounding Principality Stadium that is owned by us and/or otherwise occupied by us on the day of a Stadium Tour;

Stadium Tour any guided tour of the Stadium organised and operated by MS;

Ticket means a printed or electronic or mobile ticket of the right to attend a Stadium Tour; and

Ticket Holder means the holder of a Ticket and also referred to in the Stadium Tour Terms and Conditions as “you”.

PART 1: STANDARD TERMS AND CONDITIONS

  1. General
    • By reserving, purchasing and/or being allocated or transferred a Ticket, you accept and agree that you have read, understood and agree to be bound by, and comply with, the Stadium Tour Terms and Conditions.
    • Any individual reserving, purchasing, selling, transferring or allocating a Ticket for, or to, a third party shall be deemed to be acting with the consent of such third party, including acting with their authority, to confirm that such third party has also read and understood, and agreed to be bound by, and to comply with, each component part of the Stadium Tour Terms and Conditions.
    • MS shall be entitled to refuse admission to or eject any Ticket Holder from the Stadium and/or any Stadium Tour in the event of a breach of any of the Stadium Tour Terms and Conditions.
  2. Stadium Tour
    • Unless otherwise instructed by MS and /or the WRU in relation to any Ticket(s) that you have purchased you should arrive at the Stadium at least fifteen (15) minutes prior to the start of your Stadium Tour start time and report to The Welsh Rugby Union Limited shop, Westgate Street, Cardiff CF10 1NS which is located between Gate 3 and Gate 4 at Principality Stadium (“Meeting Area”).
    • Should you fail to arrive at the Meeting Area prior to the start of their Stadium Tour start time in accordance with clause 2.1 of these Standard Terms and Conditions above, MS reserves the right to (i) refuse entry to the Stadium and/or Stadium Tour; (ii) change the contents of the Stadium Tour (including but not limited to altering the length of time allocated for the completion of the Stadium Tour and/or closing parts of the Stadium Tour) and/or (iii) cancel the Stadium Tour without notice and without any liability whatsoever by way of compensation, refund, readmission or otherwise.
    • You must comply with any and all instructions and/or directions from MS and/or any of MS’ employees, agents or servants whilst at the Stadium, including during the Stadium Tour.
    • The Stadium Tour is conducted in English. However, you can request a Stadium Tour in either French or Welsh by notifying MS of your preference when purchasing a Ticket. MS will take reasonable steps to arrange a guide who speaks French or Welsh language to lead a Stadium Tour, although this is not guaranteed.
    • The duration of a Stadium Tour is approximately sixty (60) – seventy-five (75) minutes, although the duration of any Stadium Tour is subject to and dependant upon the size and dynamic of any Stadium Tour group.
  3. Ticket Purchase and Payment
    • All Tickets are sold subject to availability and MS makes no guarantee regarding the availability of Stadium Tour time slots prior to a booking confirmation being issued by MS.
    • Tickets may only be purchased by using any of the following purchase methods:
  • The price payable for each Ticket shall be as set out on https://www.principalitystadium.wales/tours/principality-stadium-tour/ or as otherwise notified by MS from time to time. Unless expressly stated otherwise, all prices are inclusive of VAT.
  • The maximum number of Tickets which can be purchased for a single Stadium Tour is six (6). Should you require additional arrangements for groups above this size, please contact the Principality Stadium Customer Care Team either by telephone on 029 20822432, or by email at customercare@wru.wales to discuss your query further.
  • The sale of any Ticket is subject to MS receiving full payment of the relevant price at the time of booking. Any person purchasing a Ticket who provide MS with debit or credit card payment details authorise MS to use those details to fulfil payment of the price and other fees attributable to the relevant Ticket(s).
  • MS only accepts payments made by:
    • cash in pound sterling (for Tickets purchased at the ticket office at the Stadium only);
    • valid credit card;
    • valid Visa debit card;
    • valid MasterCard debit card;
    • BACs; or
    • Cheque (subject and conditional upon any funds paid by this method being cleared prior to the date of the Stadium Tour).
  • If the payment method or details are declined when MS attempts to retrieve payment for any Ticket(s) or any other associated fees, and provided that there are still at least seventy-two (72) hours prior to the start of the relevant Stadium Tour:
    • MS will use reasonable endeavours to contact the purchaser of the relevant Ticket(s) (using the contact details provided by the purchaser of the relevant Ticket(s) to MS in their application) to arrange payment;
    • the affected Tickets may be cancelled if MS is not successful in contacting the purchaser of the relevant Ticket(s) having made reasonable attempts to do so and the purchaser of the relevant Ticket(s) has not contacted MS; and
    • the purchaser of the relevant Ticket(s) will be liable to MS for any bank, other administrative charges and/or expenses incurred by MS as a result of that person’s breach of this Clause 10.7.
  1. Concessions
    • Concessionary priced Tickets shall be offered at MS’s sole discretion and are subject to the provision of appropriate evidence of qualifying criteria i.e. educational status and/or purpose of the trip in relation to a school concession and/or proof of age. It will be for MS and/or the WRU to determine whether the appropriate evidence of qualifying criteria provided is sufficient to validate the request for concessionary priced Ticket(s).
    • Any person attempting to enter or having entered the Stadium with a concessionary priced Ticket where that person is not entitled to use a concessionary priced Ticket will be ejected from, or refused entry to, the Stadium and/or the Stadium Tour and may have the Ticket withdrawn at MS’s sole discretion, and no refund shall be given.
  2. Discounted Tickets and Offers
    • From time to time MS will run discounts and offers. These offers can only be used during the time period stated in respect of such discount and/or offer and cannot be used in conjunction with any other offer, promotion or discount.
    • Any discount and/or offer is available at MS’s sole discretion and may be altered or withdrawn at any time without notice.
  3. Minors
    • For any Stadium Tour excluding any ‘Santa Tour’, Children aged under five (5) on the scheduled date the Stadium Tour may enter the Stadium and join a Stadium Tour for free without a Ticket provided that they are accompanied by an adult aged eighteen (18) or over with a Ticket. For the avoidance of doubt, for any Santa Tour held at the Stadium a child of any age and all adults will be required to have purchased a Ticket to attend any such Santa Tour.
    • Children aged under sixteen (16) on the scheduled date the Stadium Tour may not enter the Stadium and join the Stadium Tour unless they are accompanied by an adult aged eighteen (18) or over, and that child (subject to clause 13.1 above) and their accompanying adult must both be in possession of a valid Ticket for the Stadium Tour they are attending.
    • Should there be ten (10) or more under-sixteen (16) attendees in any one (1) group booking, they must be accompanied by one (1) adult aged eighteen (18) or over per each group of ten (10) under-sixteen (16) attendees, and that each child (subject to clause 13.1 above) and their accompanying adult must be in possession of a valid Ticket for the Stadium Tour they are attending.
    • Proof of age may be requested by MS at any time to enforce these Standard Terms and Conditions.
    • If an attendee of a Stadium Tour is aged under sixteen (16), their accompanying adult aged eighteen (18) or over shall, in addition to himself/herself, be responsible for the attendee’s actions, conduct and compliance with the Stadium Tour Terms and Conditions.
  4. Disabled Access
    • Each Stadium Tour involves the use of stairs, lifts and escalators. However, MS is able to cater for disabled attendees and wheelchair users, provided that you notify MS of any special needs and or requirements of any attendees at the time of booking.
    • Disabled attendees will be charged standard prices for Tickets but shall be entitled to one (1) additional Ticket (subject to availability) at no additional cost should they require that another person accompany them on the Tour (such as a carer), provided that you notify MS at the time of purchase.
  5. Tickets
    • If Tickets are purchased directly from MS through the channels identified in clause 3.2, each attendee will need to give their name in order to gain entry to the Stadium Tour and the Stadium.
    • If Tickets are purchased through any of the WRU’s authorised agents or distributors, please refer to their terms and conditions for further details.
    • A Ticket Holder will be entitled to apply to MS to cancel any Tickets purchased for a Stadium Tour, or exchange any Tickets purchased for an alternative Stadium Tour, subject to the following conditions:
      • any application for cancellation or exchange is made at least seventy-two (72) hours prior to the start of the Stadium Tour initially booked by the Ticket Holder by email to customercare@wru.wales. For the avoidance of doubt, in the absence of extenuating circumstances (to be considered at MS’s sole and absolute discretion), no refund will be offered for any Tickets cancelled within the seventy-two(72) hour period prior to the Stadium Tour;
      • any proposed exchange is subject to the availability of spaces on an alternative Stadium Tour; and
      • no exchange may be made for goods or services that are not a Stadium Tour of the same type as previously booked.
  1. Transfer of Tickets and Cessation of Rights
    • A Ticket may only be transferred to a third party subject to the terms and conditions set out below in Clause 2.
    • If you purchase Ticket(s) on behalf of a third party or subsequently transfer Ticket(s) to a third party, the transfer of the Ticket(s) to that person will be subject to the following conditions:
      • such transfer must not be made in the course of business or for the purpose of facilitating any third party’s business;
      • such transfer must not occur as a result of being offered for sale, resold, duplicated, supplied, used as a prize, as part of a competition, or in any promotional or similar activity (save as permitted by MS and/or the WRU) by you;
      • the transfer must be free of charge or for a fee or benefit no greater in value than the face value of the Ticket; and
      • you shall be responsible to confirm to MS and/or WRU as required that such third party has read and understood, and agreed to be bound by, and to comply with, each component part of the Stadium Tour Terms and Conditions;
      • you shall be responsible for informing the third party of the consequences of clause 16.2.4 on them;
      • you shall be responsible for providing their name and addresses to MS and/or the WRU if required by MS and/or the WRU; and
      • the transferee shall adhere to the Stadium Tour Terms and Conditions as required by MS and/or the WRU.
    • Subject to Clause 2 above, all rights with respect to Tickets are personal to the you and shall cease upon your death.
    • If there are grounds to suspect that a Ticket is in breach of this Clause 9, MS reserves the right to refuse admission to the Stadium and/or Stadium Tour and offer no refund or other compensation to any affected individual.
  2. Exclusion of Liability
    • The Stadium is a working stadium, and MS is unable to give any guarantees that any particular Stadium Tour will take place at a particular time or on a particular date. By reserving, purchasing and/or being allocated or transferred a Ticket, you accept that the Stadium Tour and/or your attendance at the Stadium Tour may be subject to disruption (including at short notice), including, but not limited to, in the following circumstances, when the following terms shall apply:
      • if a Stadium Tour is cancelled by MS, we will automatically cancel your Ticket and refund the amount you have paid for your Ticket (up to a maximum of the face value of the Ticket) to the debit/credit card you used to make the original Ticket purchase. Subject to the debit/credit card being valid and in date, we will do this within thirty (30) days of the date on which the announcement is made by MS that the Stadium Tour is cancelled. You are not required to contact us to receive your refund; or
      • if we are unable to honour all of the Tickets purchased for that Stadium Tour (for example, if restrictions are introduced which mean we are unable to have as many attendees join the Stadium Tour as originally anticipated when the Tickets were sold), then we reserve the right upon written notice to you to cancel your Ticket, or if you have bought more than one (1) Ticket under the same booking, all or some of your Tickets under the same booking (at MS’s sole and absolute discretion). If we cancel any Ticket, we will refund you the amount you have paid for each Ticket that we have cancelled (up to a maximum of the face value of the Ticket) to the debit/credit card you used to make the original Ticket(s) purchase within thirty (30) days of the date on which we notified you of the cancellation of your Ticket(s), subject to the debit/credit card being valid and in date. You are not required to contact us to receive a refund; or
      • if a Stadium Tour is postponed and rescheduled for another date by MS, we shall provide you with as much advance notice of any changes to a Stadium Tour as possible on our website at principalitystadium.wales and/or via our social media channels. The Ticket for the original date of the Stadium Tour will be valid for the rescheduled date of the same Stadium Tour. If you are unable to attend the rescheduled date of the Event you should contact us by sending an email to customercare@wru.wales as soon as possible and by no later than thirty (30) days following the announcement of the rescheduled date of the Stadium Tour in order to request a refund. Providing that your request for a refund is received by MS within the timescales set out in this clause 17.1.3, we will cancel your Ticket(s) and refund the amount you have paid for your Ticket(s) (up to a maximum of the face value of the Ticket(s)) to the debit/credit card you used to make the original Ticket purchase within thirty (30) days of the date on which you contacted us to request a refund, subject to the debit/credit card being valid and in date.
    • MS reserves the right to reschedule any Stadium Tour without notice and without any liability whatsoever. Our liability for changing, postponing, cancelling or amending the Stadium Tour and/or a Ticket Holder’s participation at the Stadium Tour, or for material changes to a Stadium Tour for any reason, will be limited to the right to a refund as set out in these Standard Terms and Conditions.
    • If you are entitled to a refund of a Ticket under these Standard Terms and Conditions, you will be entitled to receive an amount up to a maximum amount of the face value of that Ticket. We shall not be responsible for, nor liable to refund, reimburse or otherwise compensate you for any administration, bookings or other fees that you paid in respect of the respective Ticket.
    • MS is unable to guarantee that all advertised elements of the Stadium Tour will be available at a particular time or on a particular date. Due to the operational needs of the Stadium, MS may be required (on short or no notice) to (i) replace any parts of the Stadium Tour; (ii) change the contents of the Stadium Tour and/or (iii) close parts of the Stadium Tour without any liability whatsoever by way of compensation, refund, readmission or otherwise.
    • Neither MS, the WRU, nor any of MS’s and/or the WRU’s employees, servants, agents or consultants are responsible for any property lost or damaged on a Stadium Tour, or left in the lockers provided, with all such property being brought and left at your own risk.
    • MS and the WRU expressly excludes all liability resulting from:
      • any failure or delay by MS and/or the WRU in carrying out any of its obligations under the Stadium Tour Terms and Conditions which is caused by circumstances outside of MS and/or the WRU’s reasonable control;
      • the alteration of the dates and times of any Stadium Tour;
      • the abandonment, postponement or cancellation of any Stadium Tour; and
      • the alteration, change or closure of any Stadium Tour or parts thereof.
    • MS and the WRU shall have no liability whatsoever to any attendee for any indirect or consequential loss or damage, loss of enjoyment or travel/accommodation costs.
    • For the avoidance of doubt, nothing in the Stadium Tour Terms and Conditions shall exclude or limit MS and the WRU’s liability for:
      • death or personal injury caused by MS or MS’s employees’ negligence during the course of their employment; or
      • any other conduct for which liability may not be excluded or limited as a matter of English law.
  1. Entry into the Stadium and Ticket Holder Conduct
    • You shall only be permitted to access areas of the Stadium that form part of the Stadium Tour. Not all areas may be available on the Stadium Tour due to Stadium operations.
    • Entry into the Stadium is subject always to your compliance with each component of the Stadium Tour Terms and Conditions (as the case may be).
    • You will be permitted to make photographs of the Stadium Tour, subject to the following limitations:
      • the Stadium Tour is not photographed in its entirety;
      • the use of photographic recording equipment is at the sole discretion of MS and its representatives on the Stadium Tour; and
      • any photographs made are for private and personal use only.
    • No audio or visual recordings (filming) is permitted on the Stadium Tour at any time.
    • MS does not tolerate homophobic, sexual, sectarian, racial, discriminatory, offensive or illegal behaviour in any form (whether physical, verbal or other). Any Ticket Holder who is found or is reported to be abusing any other individual taking part in the Stadium Tour, member of staff or any other individual in or around the Stadium will face arrest and prosecution by the police. MS reserves the right to impose a ban on the offending Ticket Holder and promptly eject the Ticket Holder with no refund being given.
    • MS reserves the right, at its absolute discretion, to eject a Ticket Holder from the Stadium and/or the Stadium Tour and/or refuse a Ticket Holder entry to the Stadium and/or the Stadium Tour if:
      • the Ticket Holder breaches any of the Stadium Tour Terms and Conditions (or MS has reasonable grounds to suspect such breach); or
      • the Ticket Holder is prohibited (by law or otherwise) from attending the Stadium or any other sporting venue anywhere in the world;
      • The Ticket Holder fails to comply with the instructions of any Stadium Tour official or other member of staff; or
      • the Ticket Holder engages in any abusive, dangerous or other unacceptable behaviour in or around the Stadium.
    • MS will not be obliged to make any refund to any Ticket Holder in respect of any ejection from or refusal of entry to the Stadium or in respect of any Ticket which is withdrawn in accordance with Clause 11.6.
    • In the event that any Tickets are withdrawn or cancelled, MS reserves the right to exclude the relevant Ticket Holder from applying to purchase/use any future Tickets.
    • Ticket Holders shall not offer or distribute (either free or for sale by any person) within the Stadium any consumer article or commercial product of any nature.
    • Ticket Holders shall not bring into the Stadium any food or drink items and only food and drink items purchased in the Stadium from vendors authorised by MS may be consumed in the Stadium.
    • MS may conduct security searches to the belongings and/or outer clothing of any Ticket Holder prior to or upon entry, exit or at any time during a Stadium Tour to ensure the safety of patrons and the Stadium. MS will refuse admission to, or eject from, the Stadium and/or Stadium Tour any person who refuses to be searched.
    • Ticket Holders cannot bring suitcases, large ruck sacks, excessive shopping bags or other similar items on a Stadium Tour. No luggage storage space is available at the Stadium.  If a Ticket Holder arrives at the Stadium with unsuitable luggage, they will be refused entry to the Stadium and/or Stadium Tour and MS will not be obliged to make any refund to Ticket Holder in this circumstance.
    • There will be no pass-outs or re-admissions to the Stadium unless otherwise agreed by MS.
    • No animals (other than guide dogs as agreed in advance with MS) will be admitted to the Stadium.
    • CCTV Surveillance is in operation at the Stadium.
  2. Change of Details
    • Ticket Holders should promptly notify MS of any change of details given to MS (including, without limitation, changes to payment details and/or addresses) via email at customercare@wru.wales.
    • Ticket Holders may be required to provide MS with proof of identity and address to MS’s satisfaction when details are changed under Clause 12.1.
  3. Data Protection
    • Each Ticket Holder acknowledges and agrees that the personal data provided by the Ticket Holder to MS in the reservation, purchase, allocation and/or transfer of Tickets shall be collected, stored and used by MS in accordance with the Data Protection Act 2018, UK GDPR and the WRU Group’s Privacy Policy (a copy of which can be found here: https://www.wru.wales/legal/legal-and-privacy/).
    • All persons who enter the Stadium acknowledge that photographic images and/or video recordings (and/or still taken from video recordings) may be taken of them and may also be used for promotional or marketing purposes by MS, the WRU or other third parties and entry to the Stadium constitutes consent to such use.
  4. Amendments
    • We reserve the right to make amendments to the Stadium Tour Terms and Conditions from time to time, provided that the amendments shall not result in any Ticket Holder receiving any less than the same or substantially similar benefits to those that the Ticket Holder was entitled to receive prior to such amendments. Up to date versions of the Stadium Tour Terms and Conditions will be made available as soon as practicable on the principalitystadium.wales, and hard copies will be available from MS upon request.
  5. Complaints
    • Any complaint in relation to any Stadium Tour must be made promptly to the Principality Stadium Customer Care Team by telephone on 029 20822432, or by email at customercare@wru.wales, or to the Tour Manager by telephone on 029 20822308.
    • Any specific complaints in relation to the ability of a Ticket Holder to participate in a Tour must be made promptly either prior to or during a Tour to the Principality Stadium Customer Care Team or the Tour Manager. No such complaints will be accepted by MS if they are made after this time.
  6. General
    • MS and the WRU shall be entitled to enforce the Stadium Tour Terms and Conditions against each Ticket Holder. MS and the WRU shall at any time be entitled to assign, transfer or novate the benefit and/or burden of (and any right or obligation of MS and/or the WRU under) the Stadium Tour Terms and Conditions to any of its group companies.
    • Notwithstanding that any provision of the Contract may prove to be illegal or unenforceable, the remaining provisions of the Contract shall continue in full force and effect.
    • The Contract shall be construed and performed in all respects in accordance with the laws of England and Wales and each party agrees to submit to the exclusive jurisdiction of the English and Welsh courts.