Terms and conditions

Fame*Factory London

Immerse LDN, Excel Waterfront 

 (the “Show”)

Terms and Conditions (the “Terms”), as of 05 September 2025

By engaging with our website, and/or buying a ticket to the Show, you acknowledge that you have read and understood and agree to the Terms, which we reserve the right to change from time to time by updating them on our website.

GENERAL TERMS

1. The Show, held at Chapter 4, Immerse LDN, Excel Waterfront, London (“Venue”) is owned and operated by Fame Factory Holdings Limited (“FFH”), a company incorporated in England and Wales with company number 13607693 and registered office address at 55 Greek Street, London, England, W1D 3DT. 
2. We set out below the Terms that shall apply to:

a. your entry to the Show; and
b. any purchase of Tickets (as set out below).

3. Notwithstanding the means by which an audience member attends the Show, the Entry Conditions as set out below apply to all audience members attending the Show.
4. The Terms relating to Tickets shall apply as set out below (save as may be varied by any Ticketing Terms and Conditions (if applicable).
5. Furthermore, on entry to the Show you agree to accept and abide by any venue rules of the Excel London (“Excel”) and any other regulations provided on entry to the Venue.
6. Admission into the Show is at all times subject to these Terms and the terms, conditions and rules of Excel and the latest rules and guidance issued by the UK government and the Local Authority. If you breach any of these Terms and/or any such terms, conditions and/or rules then we may refuse admission or require you and/or other ticket holders to leave the Venue.
7. We are committed to protecting your personal data. Details of how we collect, use and safeguard personal data (including photographs, video recordings and CCTV footage captured at the Show) are set out in our Privacy Policy. This includes information about the purposes of processing, our lawful bases under UK data protection law, how long we retain your data and your rights. By entering the Show, you acknowledge and agree that photography, filming and CCTV will take place as part of the Show experience and for safety and security purposes.
8. All audience members enter this Show at their own risk and FFH shall not be liable for any harm, loss or damage suffered by any audience member other than death or personal injury arising directly from FFH’s gross negligence.
9. By entering the Show you acknowledge and agree that such Show is a public show, that your appearance and actions inside and outside the Venue where the Show occurs are public in nature, and that you have no expectation of privacy with regard to your actions or conduct at the Show.
10. You may contact us by email for any complaints or queries at hello@fame-factory.comor send by post to Fame Factory Holdings Limited, 55 Greek St, London, W1D 3DT. 

ENTRY CONDITIONS

Show Tickets and Admission

11. A valid entry ticket (“Show Ticket”) entitles the holder to attend the Show on the date and at the times stated on the Show Ticket. There shall be no admittance to the Show without a valid Show Ticket. 
12. All attendees of the Show agree to be bound by these Terms, those as detailed on any Ticket (as applicable), any Ticketing Terms and Conditions (below as applicable), and such other terms as are drawn to the attention of audience members by FFH.
13. It is the Show Ticket holder’s responsibility to check his or her Show Ticket(s), as mistakes cannot always be rectified and FFH shall not be responsible for any incorrect Show Tickets.
14. We would advise all attendees arrive 15 mins prior to the time stated on their Show Ticket(s).
15. Show Tickets may not be used as prizes in competitions, “give-aways” or a lottery without the prior written consent of FFH, whose consent may be given in its sole discretion.
16. Show Tickets must not be resold, exchanged, transferred, altered or defaced. Any such action shall render the Show Ticket(s) void (and any individual with such a Show Ticket may be refused entry or removed from the Show in FFH’s sole discretion).
17. On entry to the Show all audience members agree to accept and abide by the Terms (as may be updated from time to time) and any other regulations from time to time provided on entry to the Shown or Venue.
18. Tickets are available for purchase online and at the Venue and prices may vary between those purchased online and at the Venue, as the Venue prices may be subject to an increase in price.
19. A valid Ticket entitles the holder to attend the Show on the relevant date and at the relevant time(s) as stated on the Ticket. It is your responsibility to check your Ticket(s) and to ascertain the date and the time of your access to the Show. No refunds or exchanges will be given for late arrival which results in customers not being able to attend the Show. Late arrivals will be allowed access at the discretion of the FFH.
20. If an error is made in the price of any Tickets ordered by you, you will be notified by us as soon as possible and we will give you the option to either (a) reconfirm your Ticket order at the correct price; or (b) cancel your Ticket and receive a full refund from us.

All Tickets

21. Tickets to the Show can only be purchased by adults (18+).
22. Please read the ticketing agent’s conditions carefully which can be found at https://www.universe.com/terms#EU (“Ticket Terms and Conditions”) prior to purchase and raise any queries with the ticketing agent or FFH prior to purchase. Purchase or possession of a Ticket constitutes acceptance of the Ticket Terms and Conditions and these Terms.
23. It is your responsibility to check that you and your guests are permitted to attend the Show and have the appropriate Ticket(s). Do not buy Tickets or goods from unlawful sources. There is no guarantee of Tickets’ validity for entry for use unless purchased from the official ticketing website (either online or at the Venue) for the Show. FFH reserves the right to refuse entry to the Show or reject anyone from the Show who is found with Tickets obtained in breach of either the Terms or the Ticket Terms and Conditions. FFH reserves the right to not accept and to destroy any Tickets that are found to be in breach of the Terms.
24. Ticket sales are final. Unless otherwise stated herein (or in any Ticket Terms and Conditions), Tickets will not be cancelled, refunded or exchanged once you have purchased a Ticket other than as set out in these Terms.
25. Without prejudice to the Refund Terms (below) and any Ticket Terms and Conditions (if applicable), Tickets are non-transferable and must not be sold, offered for sale, made available, transferred or otherwise disposed of, save as set out herein, and we reserve the right to cancel without refund or compensation any such Tickets. Tickets are issued subject to FFH’s right to alter or vary the Show due to Shows or circumstances beyond its reasonable control without being obliged to refund monies or exchange Tickets.
26. Any Ticket offered for sale, sold, transferred, used or disposed of in breach of clauses 23 and 25, may be cancelled and any person(s) seeking to use the Ticket(s) may be refused admission to or be removed from the Show.
27. Tickets are issued subject to, and these Terms incorporate, the rules and regulations of Excel, and shall remain the property of FFH who hereby reserves the right to recall any Ticket at any time.
28. FFH reserves the rights to refuse admission to the Show to anyone who does not have a valid Show Ticket (including those which appear to be counterfeit or which have been altered and/or defaced).
29. We are not responsible or liable for any Tickets that are lost or stolen, and any attempt to amend or deface any Ticket will render it void.
30. The show is designed for audiences aged 8 years and up.  FFH reserves the right to query the ages of any audience member(s) who, in their opinion, presents as below the age of 8 years. Audience members aged 8 to 12 years must be accompanied within the show by a parent or responsible adult (18+) and such parents/responsible adults must also have a valid ticket to the Show.  Parents/responsible adults will be responsible for children at all times. 
31. Audience members aged 13 to 15 can attend the Show, but there must always be a parent or responsible adult within the Show venue.
32. Audience members aged 16 and above can attend the show, with a valid ticket, without the need for a parent or responsible adult being within the Show venue.
33. Tickets may not be used for any advertising, competitions, contests, sweepstakes, promotions, or used, sold or given away in conjunction with other products or services (e.g. as part of a travel or hospitality package) without the express written permission of FFH in advance. Failure to comply with the foregoing may result in the cancellation of the Ticket without any refund or compensation and/or the Ticket holder being refused entry or removed from the Show.

Ticket Refunds and Cancellation

34. Your purchase of Tickets is subject to our right, without prior notice, and without refund or compensation to close or change the programme and/or the Show’s operating hours.
35. FFH in its absolute discretion reserves the right at any time to close all or any part of the Show, or to restrict the number of persons having access to the Show, due to capacity, inclement weather, or special Shows to ensure safety, security and/or order, or if FFH reasonably considers the circumstances so require. In either case, you may be entitled to a refund in accordance with clauses 32 and 33 below.
36. If the Show is cancelled/closed in its entirety for any reason, we will use our reasonable endeavours to notify Ticket holders as soon as possible (including notifying you of the details of any re-scheduled dates and operating hours the Show will be open). If you have already purchased a Ticket for the Show you will either (a) be offered a refund or (b) reconfirm your Tickets for another date and time without incurring any extra fees.
37. You are solely responsible for any travel and accommodation arrangements for the Show. FFH  (or its affiliates, contractors, servants or agents) shall not be liable for loss or damage of any kind whether direct or consequential, including but not limited to travel or accommodation expenses from postponement, cancellation, abandonment or curtailment of the Show and you hereby waive all rights of whatsoever nature against FFH, and each of their respective employees, servants, agents, independent contractors or representatives arising from cancellation, abandonment or curtailment of the Show.

Tickets from third party agents

38. These Terms shall apply in their entirety save as varied by any Ticket Terms and Conditions (including, without limitation, in relation to refunds and/or cancellation.)
39. Under no circumstances shall FFH be responsible or liable for any mistakes to/ or losses for any Tickets purchased through an authorised agent. Please refer directly to the ticket agent where you purchased your Tickets with any ticketing issues or enquiries, including in relation to any refunds/exchange.
40. Any Tickets bought from unauthorised agents, or third parties are not valid and admission/use will not be permitted.

Show Security and Prohibited Items

41. The safety and comfort of all audience members is a priority. The Show has a robust security management plan. If you see something suspicious, or something that does not feel right, please report it to a member of our security team.
42. We strongly advise not bringing large bags or luggage to the Show as we may not be able to accommodate these. We ask all guests to be vigilant and not to leave bags and belongings unattended at any time. Any unattended item may be disposed of in line with our security protocols.
43. Please contact a member of staff immediately if you have any concerns or problems at the Show. It may not be possible to resolve unreported issues after the Show.
44. Prohibited Items. The following articles MUST NOT be brought into the Show:
    1. Knives
    2. Work Tools
    3. Fireworks
    4. Air-horns
    5. Spray Cans
    6. Handheld Communication Devices (such as radios)
    7. Weapons (or any article that might be used as a weapon and/or compromise public safety)
    8. Dangerous or hazardous items
    9. Laser devices
    10. Bottles / glass vessels / cans- even if wrapped up as a present for a later time
    11. Your own alcohol – even if wrapped up as a present for a later time
    12. Open bottles of drink/liquid (unopened and sealed bottles of water will be accepted, as will empty reusable cups and bottles)
    13. Illegal drugs and/or Drug Paraphernalia
    14. Animals, except guide dogs
    15. Selfie sticks or unauthorised professional photography equipment. Equipment considered to be professional will be permitted at the discretion of the security, and any other items which we consider to be unsafe or pose a risk to public safety and/or security, and
    16. any other items which we consider to be unsafe or pose a risk to public safety and/or security.
45. Any person in possession of any item set out at clause 40 (above) will be refused entry to the Show or will have such items confiscated and destroyed. Any article that might be used as a weapon, be deemed to be offensive or abusive, or compromise public safety, will be confiscated and/or reported to the police.
46. In order to facilitate the security, safety and comfort of all patrons, FFH and Excel reserve the right in their reasonable discretion to conduct security searches of persons, clothing, bags and all other items on entry and exit to the Show, to confiscate items which may cause danger or disruption to the Show or other patrons or are in breach of these Terms and/or to refuse admission.
47. Use of illegal substances strictly prohibited at the Show.
48. Audience members may be refused admission or ejected from the Show and the Venue if, in the opinion of FFH, the audience member is a risk to the safety of any patron and/or may affect the enjoyment of other patrons and/or the running of the Show or may cause damage, nuisance or injury. Examples include being (or appearing to be) drunk, incapable, intoxicated or under the influence of illegal drugs, under-age (where relevant), abusive, threatening, behaving anti-socially, carrying offensive weapons or illegal substances, committing a criminal offence, declining to be searched or are in breach of any of these Terms. FFH reserves the right to refuse entry or evict all members of any group of persons where that group is behaving in accordance with the forgoing, and in that circumstance no refund will be provided.
49. Commercial, promotional and trading activities are not permitted at the Show without express prior written permission of FFH. Please note that the FFH will charge a fee for any commercial activity (including filming, photography and recording as per below) at the Show.
50. In the event of an emergency, audience members must follow instructions and directions from stewards, staff and other officials.

Trademarks

51. The company name, logos and other FFH trademarks, and all related names, logos, product and service names, designs, and slogans are trademarks of FFH or its affiliates or licensors. You must not use such marks without the prior written permission of FFH. Any unauthorised use of FFH intellectual property, including marks, copyrighted material, and trade dress, as well as those of FFH’s licensors or content providers, is strictly prohibited and may be prosecuted to the fullest extent that the law provides

Photography and Filming

52. The central premise of the Show is that audience members are photographed and recorded on video for the purposes of the narrative of the overall performance, with audience members’ photographic and video content being played back to them whilst they are still within the world of the Show. If you attend the Show, it is likely that you will appear in the take-away digital content of other audience members attending the Show and you accept and acknowledge that you will not have any claim against FFH or these audience members for featuring in this content.
53. In addition to the content capture noted above, all audience members are subject to CCTV filming to help ensure the safety and security of our audiences, staff and the wider public.
54. Subject to the limitations below, by entering the Show, you irrevocably grant permission to FFH and to each of its designees, licensees, successors and assigns, including without limitation Show and program sponsors, advertisers, and marketing partners, to and to own, license, assign and/or otherwise utilise your name, image, likeness, acts, poses, plays, appearance, movements, and statements in any live or recorded audio, video, or photographic display or other transmission, exhibition, publication or reproduction made of, or at, the Show (regardless of whether before, during, after or unrelated to a performance) for any purpose, in any manner, in any medium or context now known or hereafter devised without further authorisation from, or compensation to, you or anyone acting on your behalf.
55. When we collect personal information about children under 16, we put in place a number of measures to protect that child’s privacy such as:
    1. notifying parents and/or legal guardians about the processing and obtaining consent, including explicit consent, where necessary 
    2. ensuring any data collected is kept to a minimum
    3. where permitted by law, allowing parents/legal guardians the right to request the personal information collected about their child and ask for such to be amended or deleted. 
56. If you or any members of the booking group are not comfortable with being filmed for the above purposes, then do not buy a ticket to the Show.
57. At the end of their journey through the Show, audience members will be offered the opportunity to receive/buy certain digital content assets, captured during their journey through the Show. Given the nature of the Show, FFH cannot guarantee that your still and moving images will not appear in the digital content of other audience members. For more information about our privacy practices please visit our privacy policy at https://fame-factory.com/privacy-policy/ .  If you, or anyone in your booking group will not be comfortable with this then do not buy a ticket to the Show.
58. Photography and filming while in the Venue is only allowed for the personal, non-profit making use of amateurs. Commercial or editorial photography is prohibited without prior permission from FFH. 
59. A person may be denied entry to or removed from the Show if they are found in possession of any equipment capable of taking photographs, making films, sound recordings or broadcasts; or if he or she takes any photograph, makes a film, sound recording or broadcast of anything occurring inside the Show for commercial gain (unless approved in accordance with these Terms).
60. A person may enter the Show with equipment referred to above where it is integrated into electronic communications apparatus designed for personal private use (such as a mobile telephone) and/or a personal stills camera, but the person may still be removed in accordance with clause 52 above if they attempt to use this device for commercial gain.
61. Certain visual effects used during this Show may include flashing lights, strobe effects, or rapidly changing images and patterns.  These effects can potentially trigger seizures or other adverse reactions in individuals with photosensitive epilepsy or other light sensitivities.  By attending the Show, you acknowledge and accept the risks associated with exposure to such visual effects.  If you, or anyone in your party, are sensitive to flashing lights or have a history of seizures, we strongly advise taking appropriate precautions, including consulting a medical professional prior to attending.  FFH accept no liability for any health issues that may arise due to photosensitive reactions.  Attendance is at your own risk.

Alcohol

62. When purchasing alcohol at the Show, if you appear to be under the age of 25 you may be asked for valid identification that you are aged 18 or over. If you attend a special Show, where alcohol is served you may be asked to provide proof of age on arrival at the Show.
63. Alcohol is not permitted to be taken into the Show (unless provided as part of the Show itself) and any alcoholic drinks purchased in the Venue must be consumed before leaving. Bag searches may be performed by FFH.
64. FFH reserves the right to refuse alcohol to any attendee who, in FFH’s absolute discretion, is unreasonably intoxicated and/or is behaving in an unacceptable manner.
65. Smoking and/or vaping is strictly prohibited inside the Venue. 

General

66. You must comply with any and all instructions given to you by FFH staff and with all Venue regulations. FFH reserves the right to restrict access to parts of the Venue.
67. Entry to the Show is entirely at your own risk and FFH will not be liable for any distress, inconvenience or anxiety caused during the course of your visit to the Show and the Venue.
68. Some images shown within the Show, including images that feature faces and other human characteristics, have been generated using artificial intelligence (AI).  Any similarity between AI generated faces/characteristics shown and those of living individuals is entirely coincidental.
69. Each audience member is responsible for his/her own personal property brought into the Venue and FFH shall not be liable for any personal property lost or misplaced at the Venue. Any lost property left on-site will be stored by FFH for 30 days, after which it may dispose of or destroy such property. 
70. You agree that FFH will not be liable for any loss, injury or damage to any person (including yourself) or property however caused (including by any Show staff): (a) in any circumstances where there is no breach of a legal duty of care owed by FFH; (b) in circumstances where such loss or damage is not a reasonably foreseeable result of any such breach (save for death or personal injury resulting from FFH’s, or their respective servants’ or agents’ negligence); or (c) to the extent that any increase in any loss or damage results from breach by you of any of the Terms.
71. Nothing in these Terms seeks to exclude FFH liability for death or personal injury caused by their respective negligence, fraud or other type of liability which cannot be excluded or limited by law (including without limitation fraud or fraudulent misrepresentation).
72. To the fullest extent permissible in law, FFH shall be entitled to assign, novate or otherwise transfer all and any of its rights and obligations under the Terms, provided that your rights are not adversely affected.
73. If any provision of the 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 render the rest of the provision(s) and remainder of the Terms valid or enforceable.
74. If FFH delays or fails to enforce any of the Terms it shall not mean that FFH has waived its right to do so.
75. Any person, other than Excel who is not a party to the Terms, shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the Terms.
76. Nothing in the Terms and no action taken by you or FFH under the Terms shall create, or be deemed to create, a partnership, joint venture or establish a relationship of principal and agent or any other fiduciary relationship between you and FFH.
77. You and FFH both agree that it has not entered into the Terms in reliance of, and shall have no remedy in respect of, any statement, representation, covenant, warranty, undertaking or indemnity by any person other than as expressly set out in the Terms. Nothing in this clause shall operate to limit or exclude any liability for fraud.
78. The Terms do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice, Consumer Direct or the Department for Business Innovation and Skills.
79. For the purposes of the Conditions, “Force Majeure” means any cause beyond FFH’s control including, without limitation, act of God, war, insurrection, riot, civil disturbances, acts of terrorism, fire, explosion, flood, subsidence, lightning, earthquake or other natural disaster, weather of exceptional severity, epidemic, pandemic, disease, royal mourning, national mourning, theft of essential equipment, malicious damage, strike, lock out, third party injunction, national defence requirements, acts or regulations of national or local governments. FFH will be liable to you for failure to perform any obligation under these or any other Conditions to the extent that the failure is caused by Force Majeure.
80. FFH reserves the right to change these Terms from time to time.
81. Audience members are required to treat fellow audience and FFH Staff with respect and refrain from violence of any kind. Inappropriate language and bad manners are unacceptable. Failure to comply will result in your removal from the Show and the Venue. Refunds will not be provided to audience members who fail to comply. 
82. The Terms (including the Ticket Terms and Conditions and any other applicable terms and conditions) constitute the entire agreement between the parties in connection to the subject matter of the Terms and supersede any previous terms and conditions, agreement or arrangement between you and the FFH relating to the subject matter of the Terms. However, nothing in the Terms shall purport to exclude liability for fraud or fraudulent misrepresentation. The Terms cannot be varied or amended in any respect (unless agreed between you and FFH in writing).
83. These Terms shall be governed by English law, and the parties agree to submit to the jurisdiction of the courts of England and Wales. If you live in Scotland, you can bring legal proceedings in either the Scottish or the courts of England and Wales. If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the courts of England and Wales.