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Terms and Conditions - Orlando Ticket Deals

These Booking Conditions, together with our privacy policy and where your booking is made via our website, our website terms and conditions of use, together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract for booking services with ATD Travel Services Ltd t/as Orlando Ticket Deals (“we” or “us”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. References to ‘arrangements’ in these conditions mean the experiences, excursions, activities, transfers, theme park tickets and any other services featured on our website at www.orlando-ticket-deals.co.uk.

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:

  1. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
  2. He/she consents to our use of information in accordance with our Privacy Policy;
  3. He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services.

Prices and Website descriptions

We have no control over the arrangements that we feature on our websites. All details and descriptions in relation thereto are for guidance only. The images used on our website to illustrate the experiences, particularly those that take place at more than one location, are used as an indication only. Please be aware that the vehicles, craft, machines, animals and settings at each venue may vary. We endeavour to ensure that all the information and prices on our website are accurate, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.

Price Policy

All prices are quoted in £'s sterling. The prices quoted, shown on our website, and in supplementary promotional material, apply at the time of publication, however, are subject to change without notice. The price of your arrangements will be confirmed on booking. Once you have paid for your arrangements in full or paid a non-refundable deposit on a booking, the price of your arrangements is confirmed and will not increase.

Price Match

We believe that the prices of attraction tickets on our website represent excellent value. Consequently, if you book via Orlando Ticket Deals and subsequently find the same theme park tickets cheaper elsewhere, we will pay you the difference in price. Likewise, if you are yet to book and find the exact same tickets cheaper, we will match the price! We will pay you any difference in price if you find available to buy other than through us, the same arrangements as we have confirmed to you.

This promise is subject to: 

  • Your notification in writing to us of the cheaper price, within 7 days of your receipt of our confirmation of your booking.
  • Our validation (at our absolute discretion) that the cheaper price found elsewhere, is in respect of arrangements that are exactly the same, on the same departure dates, departure points and for the same duration and be fulfilled in the same manner (eg voucher/hard copy tickets) as your confirmed booking with us.
  • The ticket being a real ticket, not a voucher or “e-ticket” (in cases where we supply real tickets).
  • The ticket price being based on a single ticket (this price guarantee excludes group discounts). 
  • Our reserved right to withdraw any added value (eg payment on deposit or free gift) that we would normally send with the tickets.
  • Special discount offers or promotional ticket prices are excluded from this guarantee. 
  • Tickets must be new and in stock for purchase on that same day and the price we match must be bookable on that day.
  • The cheaper price must be inclusive of all additional charges and delivery costs.
  • The cheaper price must be in pounds sterling and be available to book at the time you notify us of it.

Payment and Confirmation

When booking online or over the telephone, full payment or a non-refundable deposit is required at the time of booking and will be taken when you click the ‘authorise’ button or give your card details to the sales agent. Upon receipt of full payment or a non-refundable deposit, we will issue a confirmation of booking via email.

For customers travelling 42 days or more before the date the arrangements are due to commence, an optional non-refundable deposit can be paid at the time of booking. Once you pay your deposit the price of the tickets is locked and will remain unchanged if the prices on our website increase or decrease. Where you have paid a non-refundable deposit, the balance of the cost of your arrangements is due not less than 42 days prior to scheduled departure. It is your responsibility to ensure the balance is paid in full and on time. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you. If you are booking within 42 days of departure, full payment is due at time of booking.

There is no charge when paying by Visa, Mastercard, American Express or debit cards. Regrettably, we cannot process Diners Cards.

Subject to availability, a contract as follows will exist as soon as we issue you with your confirmation email. A contract will exist between you and us for the supply of tickets or vouchers to enable entrance/access to particular attractions or theme parks or for the supply of experience, excursion or transfer arrangements as applicable in other cases. It is your responsibility to check your confirmation email and to urgently advise us if there are any errors or omissions. Your rights may be affected in relation to any matter arising as a result of such error or omission if you fail to do so. Alteration or cancellation of the booking by you once a confirmation of booking has been issued will be subject to the charges outlined in the ‘if you cancel your booking’ section below.

Please note that Customers outside of the UK may be asked for additional proof of address before tickets can be sent.


It is a condition of our agreement that you are covered by adequate travel insurance for your arrangements. Such insurance as a minimum must cover your losses sustained as a result of cancellation, medical issues, and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any of your losses howsoever arising, in respect of which insurance cover would otherwise have been available.

Your Tickets

Following receipt of your full payment, and the issue of our confirmation, you will usually receive your tickets within 7 days. However, we reserve the right to despatch tickets up to 14 days prior to the date that your arrangements are due to take place if we are temporarily out of stock of a particular ticket or awaiting valid stock for your departure date. In these circumstances, we will keep you updated as to when you might receive them and you have the right to cancel with no charge and receive a full refund. 

We send real tickets for theme park bookings unless otherwise stated on the relevant product page. They have a high monetary value. You should treat them as you would your cash or passports and keep them safe at all times.

It is your responsibility to provide a correct and suitable delivery address. We will not re-issue or replace tickets sent to an incorrect address supplied by you. After your tickets have been delivered to you, they are your responsibility and we will not issue replacements and we will not be liable should they be lost, damaged or stolen unless you have purchased our loss, damage, theft protection (see below).

Please note that where we have arranged for you to collect your tickets at the gate of the attraction, you will be asked to provide photo ID to take receipt of your tickets.

Loss, damage, theft protection

If you purchase our loss, damage, theft protection, the terms and conditions of that protection apply and these are:

We will arrange for replacement of lost, damaged or stolen tickets:

  1. To be posted to you within 3 days if this occurs in the UK.
  2. To be picked up at guest services at the relevant attraction in the USA, if this occurs while on holiday. We will also provide you with a document with an emergency helpline number.


Standard, Flex and Flex-Plus

If you purchase a FLEX or FLEX-PLUS ticket the terms and conditions of that protection apply, and these are

  • Flex and Flex-Plus is only available on 'core' Walt Disney World, Universal Orlando Resort and SeaWorld Parks Orlando tickets.
  • We define ‘Core’ tickets as multi-day, open-dated tickets for the above attractions and excludes dated special event tickets (i.e. Mickey’s Not So Scary Halloween Party / Very Merry Christmas Party, Disney VIP Tour, Discovery Cove)
  • SeaWorld Parks Orlando tickets that are supplied as part of a Discovery Cove package are excluded from FLEX / FLEX-PLUS ticket protection

1.      The conditions and benefits of a FLEX or FLEX-PLUS ticket apply only to the specific tickets purchased at that protection level. Buying a FLEX or FLEX-PLUS ticket does not protect your entire booking with those same conditions. Any tickets on the same booking that are booked as a STANDARD ticket or where we do not offer the protection levels are subject to our general Terms and Conditions found here within.
2.      Once FLEX-PLUS tickets are ordered those tickets cannot be downgraded to FLEX or STANDARD options at any time.
3.      Equally, a STANDARD or FLEX ticket cannot be upgraded to FLEX PLUS at any time after a booking is confirmed.
4.      Bookings can be changed from STANDARD to FLEX or vice versa (limited to one change) at any time up to the booking being fully paid, at which point all tickets are locked and bound to the relevant terms.
5.      If you cancel a FLEX-PLUS ticket you will avoid time-based cancellation fees (see below for details). The refund paid on your ticket(s) will be the cost of the equivalent STANDARD ticket (your ticket cost minus any protection excess) at the time of booking. Our usual cancelation fees apply as normal for STANDARD and FLEX tickets.
6.      If you have FLEX or FLEX-PLUS tickets and you wish to delay travel by up to a year, there will be no admin fee for this change but any difference in ticket costs will be charged. These will be ticketed at the same protection level as booked originally – be it FLEX or FLEX-PLUS. Delayed travel to STANDARD tickets will incur a £25 (per booking) admin fee.
7.      Should you have a mix of STANDARD, FLEX and FLEX-PLUS on your booking, only the number of tickets bought at each protection level are covered by those terms. (For example, should you have 2 x STANDARD and 2 x FLEX of a single ticket type and lose all 4, we will only be able to replace the two FLEX tickets)

For FLEX or FLEX-PLUS tickets, we will arrange for replacement of lost, damaged or stolen tickets:

1.      To be posted to you within 3 days if this occurs in the UK.
2.      To be picked up at guest services at the relevant attraction in the USA If this occurs while on holiday. These can be collected by the named lead passenger who will need Photo ID for collection.

We will also provide you with a document with an emergency helpline number.


If you do not activate some of your tickets

If you choose to cover any of your ‘core’ theme park tickets with FLEX-PLUS protection and do not activate them while on your holiday, you can receive a full refund for those tickets upon your return to the UK

  1. A non-activated ticket is a ticket that has not been used at any point to gain entry to the intended park or parks
  2. This is not limited to number of available days or parks used. A ticket used for any period to gain access to any available attraction will be classed as fully activated and not available for refund.
  3. In order to receive your refund, your tickets must be returned to us prior to the expiry date of said ticket. These are;
  • For Walt Disney World – 31st January following the year for which the ticket was valid
  • For Universal Orlando – 31st January following the year for which the ticket was valid. Halloween Horror Nights tickets must be returned within 28 days of the end of that year’s season.
  • For SeaWorld Parks – within 21-days of the expiry from the individual ticket conditions (printed on the reverse of your ticket in US date format)

If you change or cancel your booking

If you need to make a change to or cancel your confirmed booking, and the terms of the tickets you have booked allow, you should contact us in writing via email to customerservices@orlando-ticket-deals.co.uk. Any cancellation or amendment request will take effect on the day we receive the tickets back from you.  We recommend that you use a secure, signed for delivery service. Proof of posting is not proof of receipt.

If you need to make a change to theme park tickets once you have received them (for example upgrading the number of days on your Disney tickets from 7 to 14), then you should contact us by telephone as soon as possible. You should also confirm your request by giving us notice in writing via email to customerservices@orlando-ticket-deals.co.uk.

All changes to STANDARD tickets, or tickets we do not offer protection on are subject to an administrative charge of £25 PLUS, in the case of changes to attraction tickets, the difference between the selling price of the two tickets in question. You should be aware that these costs could increase the closer to the date that arrangements are to take place so you should contact us as soon as possible.  If ticket prices are cheaper when you amend your booking, the original price you paid will be used.

If you cancel your booking, the following cancellation charges will be payable by you and any refund due to you will only be paid once any tickets have been returned to us (if you already have them) and have not been defaced or damaged in any way. The cancellation charges you will be required to pay will be calculated from the date we receive written notification of your cancellation

  • Tickets bought as Flex-Plus will be refunded at the cost of a STANDARD ticket at the time of booking.  
  • Tickets bought with the Flex-Plus applied on a group basis will be refunded in full and the Flex-Plus cost retained.


Core Orlando Theme Park Tickets







42 days or more




28 to 41 days




14 to 27 days




13 to 1 day




Post Departure





*Subject to the tickets not being activated and ticket validity windows. Any Flex-Plus tickets requested for refund after your advised departure date must be returned to us prior to that ticket’s printed expiry date. (In the case of Walt Disney World and Universal Orlando, this is 31st January following the calendar year for which that ticket was valid. For SeaWorld Parks Orlando this is within 21-days of the expiry as printed in the individual ticket conditions.)

† An excess fee of the difference in price between Flex or Flex-Plus and the equivalent Standard ticket (per ticket, at the time of booking) or your Flex or Flex-Plus Group Fee will be retained at the time of cancellation.


Non-Core Orlando Theme Parks and Attractions





42 days or more


28 to 41 days


14 to 27 days


13 to 1 day


Post Departure


Please note the following special cancellation terms apply to the products listed below:

  • All bookings for Discovery Cove are subject to 100% cancellation fees within 30 days of your booked visit. There can be no refunds for amendments (for example to change from Swim to Non-Swim) or cancellations within this period.
  • All bookings for Blue Man Group in Orlando are subject to 100% cancellation fees once we have confirmed the booking to you and emailed your ticket voucher.
  • Walt Disney World VIP Tour Tickets are 100% non-refundable once confirmed
  • Orlando Magic Basketball Tickets are 100% non-refundable

Unless explictly advised, all e-ticket products are non-returnable and non-refundable once downloaded / received by you.


Reconfirming your booking locally

Whether you've booked a specific date and time through us, or you've chosen to leave the experience open dated (where applicable), it's essential for you to re-confirm your booking in advance. This enables our suppliers to inform participants of any details that they may need on the day; for example, to let you know exactly you will be met. Please note that all contact numbers will be supplied following confirmation.

Changes and cancellations by us or the supplier

On occasion, it may be necessary for us or the supplier to amend certain arrangements or tickets or to cancel them. We reserve the right to amend or cancel arrangements or tickets (or do so on behalf of a supplier) at any time. Our obligations regarding changes and cancellations differ according to the type of booking you have made:

a) If we change or cancel a booking for tickets or vouchers

As your contract for the supply of theme park or attraction services is with the supplier, we will have no liability in relation to any changes to or cancellations to these services other than to inform you as soon as reasonably possible of any changes or cancellations that may affect you that are notified to us by the theme park or attraction in question. We will also liaise between you and the park in relation to any alternative arrangements they may offer.

If we have to make a material change to or cancel your theme park or other attraction tickets, (for example where we have to cancel it because you have made a booking via an old/ cached page of our website) we will tell you as soon as possible. If there is time to do so before the date on which the ticket is due to be redeemed, we will replace it with a ticket to the same value as your original booking or if there isn’t sufficient time to do so, give you a full refund.

b) If we change or cancel any other booking If we have to make a major change or cancel your arrangements, we will tell you as soon as possible and if there is time to do so before the arrangements are due to start, we will offer you the choice of i) (for major changes) accepting the changed arrangements ii) having a refund of all monies paid in respect of the changed or cancelled element or iii) accepting an offer of alternative arrangements of a standard comparable to the arrangements affected from us, if available. You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative arrangements.

The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any expenses or losses you may incur as a result of any change or cancellation. The above options will not be available if we make a minor change or cancel as a result of your failure to make full payment on time or where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.

Very rarely, after your arrangements have commenced, we or your supplier(s) may be forced by Force Majeure to change or cancel part or all of your arrangements. If this does happen then we regret that neither we nor your supplier(s) we will be unable to provide any refunds pay you any compensation or meet any losses or expenses you incur as a result. We will try to assist you to secure alternative arrangements but you will have to pay any associated and/or additional costs in doing so or arising out of any alternative arrangements.

Force Majeure

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather conditions and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.


a) In relation to the sale of tickets to enable access to attractions or theme parks

Our only obligations to you in relation to bookings we make for tickets or vouchers to enable entrance/access to particular attractions or theme parks (other than those which are expressly set out in these conditions) are to provide you with a ticket or voucher to enable entry/access to the arrangement(s) in question. Your contract for the supply of theme park services is with the supplier and its terms and conditions apply to that contract. Copies of these are available on request. As a ticket supplier, we are responsible for taking your booking in accordance with your instructions and issuing you with a ticket but (other than that which is expressly set out in these conditions) we accept no responsibility for the actual provision of the theme park or attraction arrangements.

b) In relation to all other bookings

We have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. Except as stated otherwise in these terms, we have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you have been caused. Therefore, providing we have selected the suppliers with reasonable care and skill, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.

(c) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claims of any description if it results from:-

i. the act(s) and/or omission(s) of the person(s) affected;
ii. the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
iii. unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
iv. an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.

(d) We will not be responsible or pay you compensation:-

i. for services or facilities which do not form part of our agreement or where they are not advertised by us. For example any excursion you book while away, or any service or facility which your hotel or any other supplier agrees to provide for you.
ii. for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your arrangements prior to them being confirmed, we could not have foreseen you would suffer or incur if we breached our contract with you; or that relate to any business.

(e) Any compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):-

i. whether or not you have followed the complaints procedure as described in these conditions. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
ii. the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your arrangements.
iii. when making any payment, we are entitled to deduct any money which you have received or are entitled to receive from any transport provider or hotelier for the complaint or claim in question.
(Please also note that where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.)

(f) We limit our responsibility to you in the following situations:-

i. Luggage or personal possessions and money The maximum amount we will have to pay you in respect of any claim for loss of and/or damage to any luggage or personal possessions or money is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.

ii. Claims not falling under (i) above and which don’t involve injury, illness or death The maximum amount we will have to pay you in respect of all claims not falling under (i) above and which don’t involve injury, illness or death these claims is twice the price paid by or on behalf of the person(s) affected in total.

This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your arrangements.

Your behaviour

If in our opinion or in the opinion of any person in authority, your behaviour is causing or is likely to cause distress, danger, damage or annoyance to any third party or property, or to cause a delay or diversion to transportation, we or the supplier reserve the right to terminate your arrangements immediately. In the event of such termination, our responsibilities to you will cease and you will be required to leave the applicable service immediately. We will have no further obligations to you and will not meet any expenses, costs or losses incurred as a result. You may also be required to pay for loss and/or damage caused by your actions directly to the applicable supplier prior to departure from the service. If you fail to do so, you will be responsible for meeting any claims and costs subsequently made against us as a result.

If you have a complaint or problem

a) about ticketed theme parks or attractions

Because the contract for the supply of services provided under tickets or vouchers to enable entrance/access to particular attractions or theme parks is between you and the supplier, any queries or concerns about those services should be addressed to them. If you have a problem whilst away, this must be reported to the supplier or their agent immediately. If you wish to complain when you return home, write to the supplier. You will see their name and contact details in any confirmation documents we send you.

Any complaints or problems relating to the booking and supply of your ticket must be reported to us in writing immediately.

b) About other arrangements

Please inform the relevant supplier of any complaints or problems immediately. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us giving your booking reference and all other relevant information. Please address all emails to customerservices@orlando-ticket-deals.co.uk. We will acknowledge all complaints within 3 working days. Sometimes we need to investigate issues raised with 3rd party suppliers which may take time to do so. We do however aim to respond in full within 14 days. If for any reason we are unable to respond within that time, we will endeavour to notify you as soon as possible.

If you fail to follow these procedures there will be less opportunity for us and/ or the supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may, therefore, be reduced or extinguished as a result.

Disabled Clients

We must be advised at time of booking of any disability and special requirements so that we may notify the supplier concerned. Special facilities can be requested but may not be guaranteed. Acting reasonably, if suppliers are unable to properly accommodate the needs of the person(s) concerned, we may refuse to confirm your booking or if you did not give us full details at the time of booking, cancel it and impose applicable cancellation charges when we or they become aware of these details.

Special Requests

If you have any special request, you must advise us in writing at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met unless any supplier has specifically confirmed this. For your own protection, you should obtain confirmation in writing from us that your request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation letter or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.

Special Offers

Please note offers are subject to availability and may be withdrawn by us or the supplier as applicable without notice.

Conditions of Suppliers

The services which make up your booking are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

Law and Jurisdiction

These terms of business are governed by English law and the courts of England and Wales have jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scots or Northern Irish law, as applicable.)

Why Choose Us

  • Lowest Price Promise
  • No Credit Card Charges
  • Real Park Tickets, Not Vouchers or E-Tickets
  • £10pp Deposit Offer
  • Next Day Delivery Options
  • All tickets in stock