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General Terms and Conditions for Online Sales & visitors regulations of Musea Brugge


General Terms and Conditions for Online Sales

These general terms and conditions apply between Musea Brugge (City of Bruges) and the user of the booking system. By placing an order, the user confirms having read and understood the terms and conditions and agrees to the general terms and conditions, as well as the privacy policy. Musea Brugge (City of Bruges) is entitled to amend these terms and conditions without prior notice and with immediate effect at the time of publication.

PRICES

  • All prices are stated in euros.
  • For the purchase of products, the price at the moment of ordering shall always apply.
  • To qualify for a group discount, you must pay for a minimum of 15 tickets.

PAYMENT

  • The ordered items must be paid immediately. The following payment methods are accepted online depending on the country: Bancontact, Maestro, Mastercard, Visa, AliPay, American Express, Bank Payment, Carte Bancaire, Diners, Disover, EPS, ExpressPay, GiroPay, IDEAL, JCB, Local Polish Payment Methods, Multibanco, Pay later with Klarna, Payconiq, Trustly, Visa Dankort, Vpay, WeChatPay.
  • After payment, the user will receive an e-ticket with a unique QR code at the specified e-mail address.

TICKETS

  • The e-ticket is only valid for the period mentioned on the ticket and can only be used once.
  • Tickets will only be issued in electronic form. Musea Brugge (City of Bruges) is not responsible for the loss or theft of e-tickets.

CHECK-IN

  • e-tickets will be checked on the day of the visit.
  • Visitors with a standard e-ticket can proceed directly to check-in (without going through the ticket office).
  • Visitors with a discount or free e-ticket are asked to present themselves at the ticket counter with their valid and official (identity) document to have the chosen discount or free entrance verified. After verification, an employee of Musea Brugge will activate the visitor's ticket, after which the visitor can proceed to check-in again.
  • If the visitor is unable to submit evidence thereof, the difference between the discounted price and the standard price will be charged before the visitor can obtain a valid admission ticket.
  • A ticket is only valid at the chosen day and time. Visitors can check in at the museum from 15 minutes before until 15 minutes after the specified time. Outside this time, the ticket expires.
  • The Belfort is a busy location. We therefore ask you to be present on time. For security reasons, visitors are not allowed in before or after the time slot on their ticket.

PURCHASE

  • The user undertakes to provide the correct data required to complete the order.
  • The person making the purchase is considered the sole purchaser.
  • Only he/she is bound to pay, even if the tickets are intended for a third party.
  • Musea Brugge (City of Bruges) is entitled to refuse or cancel the order if there is evidence, or serious indications, of fraud and/or late payments.

CANCELLATION and AMENDMENT CONDITIONS

  • e-tickets cannot be changed, exchanged or cancelled by the user.
  • After receipt of the tickets, no further discounts will be granted.
  • If the purchased ticket is not used, this will be at the visitor's own expense and risk.
  • Musea Brugge (City of Bruges) will not provide compensation in the event of loss or theft of pre-purchased tickets.

REFUND CONDITIONS

E-tickets (= online tickets)

E-tickets will never be refunded by Musea Brugge or third parties, not even in case of force majeure or unforeseen circumstances.

Force majeure by Musea Brugge > voucher

= reasons which prevent customers from visiting the museum but the cause is beyond the control of Musea Brugge, such as

  • Closure of the museum due to unforeseen problems of a technical nature such as flooding, power cuts, etc.
  • Closure of the museum due to extreme weather conditions (e.g. in the case of the Belfry: storm or extreme heat)

The following shall not be considered: force majeure by third parties, such as

  • Transport company strikes or delays (SNCB, De Lijn, etc.)
  • Errors when booking tickets, such as a different date than requested, a different ticket price, etc.
  • Illness on the part of the visitor
  • Changing weather conditions which prevent the visitor from coming to the museum

In the event that the museum cannot open due to force majeure as described above, the visitor with booked tickets will be informed by e-mail and will receive a voucher representing the value of the ticket purchased. This voucher can only be used as online payment for tickets at Bruges Museums and is valid for 3 months.

Unforeseen circumstances by Musea Brugge > rebooking or voucher

= reasons why customers cannot visit the museum but the cause is to be found in unforeseen circumstances, such as

  • Strike of the museum staff
  • Special circumstances such as a funeral, wedding, religious service, royal visit

In case the museum cannot open due to unforeseen circumstances as described above by Musea Brugge, the visitor with booked tickets will be informed by e-mail. They will have the choice to postpone their museum visit to another time or to receive a voucher. This voucher can only be used as online payment for tickets at Bruges Museums and is 3 months valid.

Visitors regulations

ACCESS TO THE MUSEUMS

The various locations of Musea Brugge are open to the public from Tuesday to Sunday (both days included) between the hours of 9.30 a.m. and 5.00 p.m. (Belfort (Belfry) until 6.00 p.m.)

The Belfry (Belfort), the Liberty of Bruges (Brugse Vrije), the Church of Our Lady (Onze-LieveVrouwekerk) and the Town Hall (Stadhuis) are open on Monday. Any changes to the hours of opening will be posted at the entrance to the museum in question. The last admittance each day is 30 minutes before closing time, with the exception of the Belfry, where entrance is only possible up to 45 minutes before closing time. The museums are closed on Monday (with the exception of Easter Monday and Whit Monday) and also on 1 January, Ascension Day (afternoon) and 25 December.

ACCESS TO THE MUSEUM ROOMS

Article 1
Visitors must have a valid entrance ticket in order to visit the museum rooms. If some of the rooms cannot be visited for whatever reason, this does not entitle the visitor to a refund.

Article 2
Musea Brugge is not responsible for any loss, theft or damage resulting from the free use of the cloakroom and lockers. After closing time, any articles not collected by their owners will be regarded as a lost property.

Article 3
It is forbidden to enter the exhibition rooms with:
- hand-held bags and luggage that is larger than 34 x 22 cm;
- baby carriers and large rucksacks;
- walking sticks with unprotected ends;
- umbrellas;
- wet coats;
- capes and cloaks that visitors cannot carry/wear over their arm/shoulders;
- objects which, by virtue of their characteristics and purpose, form a potential risk for people, works of art or the buildings;
- (domestic)animals, unless assistance dogs;
- food and drink;
- personal folding chairs, unless the owner is a person with a limitation and has been given permission by a member of the security staff.

Small rucksacks are permitted but must be carried in the hand and not worn on the back.

This is a non-limitative list. The security staff are authorized to assess whether or not an object may be retained by the visitor during their visit to the exhibition rooms

Article 4

For reasons of safety, the security staff are authorized to ask visitors at the entrance to open and show them the contents of their bags and packages.

VISITOR BEHAVIOUR

Article 5

1. Throughout the duration of their visit to the museum visitors are expected to behave in a manner that is compatible with public order and public decency. The visitor must immediately comply with any instructions given by the authorized officials of the museum. In the event of non-compliance, the visitor may be denied further access to the museum, either temporarily or permanently.

2. Children must be accompanied by an adult. Toddlers and nursery school children must be held by the hand. Parents, guides and teachers are deemed to be responsible for the behaviour of the people they are supervising.

Article 6

Amongst other things, it is forbidden to:
- approach to within an unsafe distance (minimum 60 cm) of a work of art, to touch the exhibited works of art, or to point at works of art with an object;
- lean against the walls, run, push, slide, climb or lay on the public seating;
- hinder other visitors deliberately or for any length of time, or form an obstacle in the corridors, walkways and exits, in particular by sitting on the staircases;
- smoke;
- cause excessive noise;
- carry out any commercial, advertising, propaganda or canvassing activity.

RECORDINGS AND SURVEYS

Article 7

Unless expressly stated to the contrary, visitors are allowed during normal opening hours to film or photograph for private use the works of art on display in the rooms of the permanent exhibition, providing they do NOT use a flash or a tripod.
Filming and photography is not allowed in the rooms where the temporary exhibitions are being held.

Article 8

Unless prior written permission has been obtained, it is forbidden to make photographic, video or film recordings that require the use of lighting, flash units, tripods or other aids. The same rules also apply for the use of sound booms during the making of audio recordings. Requests for permission to use the items mentioned in this article must be addressed to the Press and Communication Service.

Article 9

It is possible that visitors may be photographed or filmed during their visit. These photographs and recordings can be used in the communications issued by the museums. If any visitors object to being photographed or filmed in this manner, they must make their objections immediately known to the photographer or cameraman. All the Musea Brugge locations are equipped with permanent security cameras.

SECURITY OF PERSONS, WORKS OF ART AND THE BUILDINGS

Article 10
In the event of any illegal or irregular happening, the museum will take all necessary security measures. In particular, the entrances may be closed and the exits monitored/controlled. If these measures are initiated, it is expected that the visitors will remain calmly in the museum until the police arrive.

Article 11
In the event of overcrowding, unrest or exceptional natural circumstances, the museum authorities may decide to close the museum either partially or fully, or change the hours of opening.

COVID-19 MEASURES

By purchasing an admission ticket, the visitor agrees to comply with all COVID-19 measures then in force in our museums. In order to guarantee the safety of visitors and staff, specific guidelines will be provided during the museum visit. These guidelines can evolve in function of the measures taken by the government regarding COVID-19. The guidelines can always be found on the website of Musea Brugge and are visibly displayed at the reception desk and/or in other places in the museum.

COMPLAINTS

Article 12
Amongst other things, the visitor has no cause for redress or complaint in the following circumstances, so that there can be no question of the museum paying any form of compensation to the visitor:

- the absence or temporary inaccessibility of works of art from the collection;
- the partial closure of the museum, including (but not limited to) closure resulting from the need to prepare new exhibitions or remove old ones;
- nuisance or inconvenience caused by other visitors, including (but not limited to) excessive noise, inappropriate behaviour and theft;
- nuisance or inconvenience caused by maintenance works, including (but not limited to) renovation, refurbishment or (re)decoration of the museum spaces;
- nuisance or inconvenience caused by the inadequate or incorrect functioning of the museum's facilities.

Article 13
The visitor can submit written complaints and suggestions or note them on the form available at the reception desk.

SANCTIONS

Article 14
Refusal to comply with the provisions of these regulations will result in the immediate removal of the offender from the museum.

Article 15
These regulations are subject to Belgian law.

Article 16
All disputes arising from these regulations will be settled exclusively by the courts sitting in Bruges.