© Paleis Het Loo National Museum, hereinafter referred to as Paleis Het Loo, shall do everything that is reasonably possible to make sure that a visit to the museum complex and the exhibitions and activities organised by Paleis Het Loo fully meets the expectations of the visitor. Paleis Het Loo shall do everything within its power to restrict to a minimum any nuisance or inconvenience to the visitor, and shall also ensure as far as possible the safety of the visitor.
General provisions: definitions
Paleis Het Loo means the organisation that manages and runs the museum complex, including but not limited to the management, curators, security staff and other museum officials who are authorised to act in the name of this organisation.
‘Museum complex’ means the sum of all areas (whether built-up or not) that fall under the legal or managerial authority of the management of Paleis Het Loo, including but not restricted to palace rooms, meeting rooms, offices, restaurants, gardens, other outside areas, depositories and out-buildings.
Visitor means anyone who in any way, whether directly or indirectly, concludes an agreement with Paleis Het Loo with the aim of entering the museum complex and/or visiting an exhibition or participating in an activity that is organised by Paleis Het Loo for standard visitors during the normal opening times.
Officials means anyone who wears the Service & Security uniform of Paleis Het Loo and anyone bearing the Paleis Het Loo staff pass stating that person’s name.
These General Terms and Conditions for visitors are applicable to every agreement between Paleis Het Loo and a visitor. The conditions are not applicable to special activities outside the normal opening times and/or intended for people other than the ordinary visitor, such as is the case for accommodation rental, catering and the like.
Ticket sales, special offers & prices
All price quotations, notifications and information provided in whatever other way by Paleis Het Loo are at all times non-binding. Paleis Het Loo accepts responsibility for any errors it may make itself in any price quotation, notification or information provided in any way to the visitor. This accountability only applies to the information material that is present within the museum at the moment of the claim, or that has been distributed recently by or on behalf of Paleis Het Loo. Paleis Het Loo is not liable for mistakes that are attributable to intent, culpability or negligence of third parties.
The visitor must at all times present on demand the admission ticket and any card or voucher that entitles the visitor to a discount on the admission fee. Once a visitor has left the museum, he or she will not be re-admitted on the same admission ticket.
The potential visitor is not entitled to a refund of the admittance fee or any payment whatsoever if the admission ticket is lost or stolen before the visitor enters the museum. Once an admission ticket has been issued, it may not be exchanged. Nor shall there be any refund of the admission fee. The admission fee paid can be refunded if circumstances arise outside the influence of the purchaser that makes a visit to the museum impossible; the management, however, shall make a decision in such an event.
Paleis Het Loo shall only refund any admission fee actually paid by the visitor if the visitor must leave the museum prematurely because of an unannounced exercise in the context of company emergency response (article 23 of the Working Conditions Act), and also in the event of a real calamity that requires the museum complex to be partly or completely vacated.
The ticket offices close 45 minutes before the closing time of the museum; from that moment on, no visitors will be allowed admission to the museum.
The potential visitor shall be denied admission to the museum if it transpires that:
- the admittance ticket, the discount card or the voucher has not been acquired via Paleis Het Loo or another party authorised by Paleis Het Loo;
- the visitor is evidently under the influence of alcohol, drugs or any similar substance;
- the visitor evidently causes a disruption or
- has the intention to cause such a disruption;
- the visitor evidently refuses to conform to the directives, instructions, house rules or norms of conduct stipulated by Paleis Het Loo;
- the visitor wishes to enter the museum with bare feet and/or a bared torso;
the visitor is in possession of legally prohibited or hazardous goods, materials or objects, such as fireworks, glasses, cans, banners with, in the opinion of the security staff of Paleis Het Loo, discriminating or provocative texts, chains, firearms, striking, stabbing or stunning weapons or any other object that could be used as a weapon for causing disruption or could endanger the safety of visitors, staff, buildings or collections.
Stay in the museum complex
During the stay in the museum complex, the visitor should conduct himself in accordance with valid rules on the public order, public morality and the norms of decency related to the nature of the activity being visited. The visitor shall also undertake to follow immediately all directions and instructions that are given by obvious officials. If, according to the reasonable judgement of an authorised official, who is immediately recognisable as such, the visitor acts in any way contrary to these norms, directions or instructions, that visitor may be denied further access to the museum complex, without that visitor being entitled to any compensation for the costs of the admission ticket or any other costs that may be incurred. In the latter case, a visitor who is already present inside the building can be ejected from the museum by an official and/or handed over to the police. All this has the immediate and irreversible consequence that the admission ticket of the person involved loses its validity.
Parents or supervisors of children are at all times responsible and accountable for the behaviour of the children they have with them. Teachers and supervisors of groups are responsible and accountable for the behaviour of the group members under their supervision.
In the museum complex, the visitor is forbidden to:
- offer for sale to third parties, goods of any nature or to deliver them without charge;
- to block intentionally and persistently the way for other visitors and/or to restrict the view of the objects on exhibition and/or to sit on the ground;
- make use of sound sources, such as mobile telephones and mp3 players; staff can indicate if the use of sound sources is found annoying;
- bring pets or animals, unless these are specifically permitted in certain areas or when they are guide-dogs for the blind or SoHo dogs and these accompany a visitor with an identification pass;
- take food and drinks into the museum building;
- take hazardous objects or substances (according to the judgement of an official recognisable as such), including, but not limited to walking sticks with sharp points, umbrellas or large bags; these can be handed in at a place indicated by Paleis Het Loo;
- make use of private vehicles, with the exception of wheelchairs, prams, buggies, walking frames and other generally accepted aids;
- touch the exhibited objects and exhibition material such as glass cases, lighting, panels and such, unless it is emphatically and explicitly permitted. Parents or supervisors of children must strictly ensure that the objects on exhibition are not touched by the children they have with them; similarly, teachers and supervisors of groups must ensure that the members of the groups under their supervision do not touch the objects on exhibition. Small children may not be carried on the shoulders but should be held by hand or transported by buggy;
- take in drinks/liquids in glass/cans or in any other packaging;
- give tours in the museum;
- operate unmanned aircraft, or to have these fly above the museum complex;
- use selfie sticks.
If a visitor, during one or more previous visits to a Dutch museum complex, has intentionally damaged an object, or if any concern is justified in whatever way, the museum can deny that visitor access to the museum complex, either permanently or for a specific period. The decision on denying admission must be immediately announced to the visitor, with well-founded arguments, preferably in writing; this shall be undertaken by the management.
A video surveillance system is in operation in Paleis Het Loo. Visitors agree that video recordings can be made of them. The potential visitors shall be informed that this measure is in force prior to entering the museum complex.
Photographs, video and film recordings may be made in and around the palace, except with the use of a drone, and on condition that they are intended for personal purposes. The use of flash, tripod or self stick is forbidden in the palace and in the exhibition areas. It is not permitted to market film or sound material (to use it for commercial purposes) without written permission from the management. Exceptions, e.g. during exhibitions (whether it is prohibited or not), shall be indicated at the location concerned.
Complaints & refunds
Paleis Het Loo shall do everything possible to make sure that a visit to the museum complex and to the exhibitions and activities organised by Paleis Het Loo takes place in accordance with the published schedule; this includes the obligation to inform the public as well as possible about complete, partial or early closing of the museum complex and/or exhibitions organised by Paleis Het Loo. In addition, Paleis Het Loo shall inform the public of any maintenance activities, rebuilding or arranging or rearranging of the rooms that could cause inconvenience. The visitor is not entitled to any compensation for this.
Claims are not possible for the following complaints and circumstances that cannot be avoided by Paleis Het Loo and thus shall never result in any obligation to compensation by the museum to the visitor:
- complaints concerning objects from the permanent collection of Paleis Het Loo not being visible;
- complaints relating to a partial closure of the museum complex, including but not limited to partial closure as a result of mounting and dismantling exhibitions;
- complaints and circumstances that relate to nuisance or inconvenience caused by maintenance activities, including but not limited to a rebuilding or arranging/rearranging areas, that relate to nuisance caused by the use of technical equipment (lawn mowers, leaf blowers, walkie-talkies etc.) operated by staff in the execution of their work;
- complaints and circumstances relating to nuisance or inconvenience caused by facilities in the museum complex not operating properly;
- complaints and circumstances relating to nuisance or inconvenience caused by other visitors, including but not limited to noise, inappropriate behaviour, theft and molestation.
Complaints about and requests for refund relating to the agreement between Paleis Het Loo and the visitor should be lodged and received by Paleis Het Loo in writing within six weeks of the visit having taken place. Complaints and requests for refunds that are received after this period shall not be handled.
Paleis Het Loo shall investigate the complaint and respond to it in writing within 30 days of receipt. If the investigation is not yet concluded by then, the person lodging the complaint shall be informed of this, together with the probable moment when that shall occur.
Liability of the museum
Paleis Het Loo is never liable for damage arising from price quotations, notifications or other forms of information issued by Paleis Het Loo and/or third parties to the visitor, unless this damage is the direct result of intent or gross negligence on the part of Paleis Het Loo and/or its employees.
In no case is Paleis Het Loo liable to pay an amount in compensation higher than:
- the actual admission fee paid or, if that is more:
- the amount paid to Paleis Het Loo by the insurer of Paleis Het Loo as compensation for the damage, or;
- the compensation received from a third party for the damage.
If Paleis Het Loo takes receipt of goods or if goods are in any way and anywhere and by anyone deposited, retained and/or left behind without Paleis Het Loo charging any fee for this whatsoever, Paleis Het Loo is never liable for any damage that may have been caused to or arisen in whatever way in connection with the goods, unless the damage has been intentionally caused by Paleis Het Loo or the damage is the result of gross negligence by Paleis Het Loo.
The provision also applies to goods left behind in the cloakroom. The staff working there are not liable for damage to or any theft of or from clothing, bags or other items left there.
The total compensation to which Paleis Het Loo is liable resulting from the failure to comply with the visitor agreement is restricted to compensation of direct damage and shall never exceed the amounts for compensation listed under 5.2.
For Paleis Het Loo, force majeure means any unforeseeable event that causes a failure that cannot be attributed to Paleis Het Loo, and thus gives rise to such an impediment, temporarily or permanently, that the execution of the agreement by Paleis Het Loo is impossible or inconvenient.
Such circumstances cover circumstances by persons and/or services and/or institutions of which Paleis Het Loo makes use during the execution of the visitor agreement, together with everything that can be considered by those parties listed as force majeure or suspensive or resolutive condition, plus the failure that can be attributed to those parties listed.
Lost & Found
Any objects found by the visitor in the museum complex can be handed in at the cloakroom desk or the ticket office of the museum.
Paleis Het Loo shall make every effort to trace the owner or entitled party of the object found and to ensure the safe return of that article. All passports and driving licences found shall be handed in as soon as possible to the Police in Apeldoorn. All objects found shall be handed in on the following work day to the reception desk by Service & Security.
In the event of the owner or the entitled party of a found article that is still in the museum claiming that article, the person may either collect the goods from the museum or have them sent cash on delivery. In both cases, the owner or the entitled party must furnish proof of identity.
These visitor conditions and the agreement between the visitor and Paleis Het Loo are governed by Dutch law.
All disputes arising from the agreement between the visitor and Paleis Het Loo shall be submitted exclusively to the competent judge.
These visitor conditions of Paleis Het Loo were adopted by the director on 13 October 2015 in Apeldoorn.
The director of Paleis Het Loo,
Drs. M.P. van Maarseveen