Terms and conditions

1) Contact details and opening hours

You are welcome to contact us if you have any questions before, during or after your visit.

Phone: +47 76140000

E-mail: [email protected]

Address: Johan Hjortsgate 15, 8480 Andenes, Norway

2) Scope

  • These terms and conditions apply to the purchase of tickets, tours and other services, as well as the purchase of goods in the shop and webshop.
  • Consumer purchases are regulated by mandatory legislation (including the Cancellation Act, Consumer Purchases Act, E-Commerce Act and Marketing Control Act).
  • These terms and conditions do not limit statutory rights.
  • These terms and conditions do not apply to services provided by third parties, even if such services are marketed through our channels.

3) Ordering, age limit and gift cards

  • Your order is binding when you have received an order confirmation.
  • We recommend bringing your order confirmation with you (digital or printed).
  • The minimum age for placing an order is 18.
  • Youth under the age of 18 must have the consent of a parent/guardian. Children’s tickets must be ordered by a parent, guardian or an adult with consent responsibility.
  • We offer gift cards, which may be used as a form payment when ordering. You may use the full amount of the gift card or part thereof. The balance will remain valid until the expiration date of the gift card. You must present the gift card (digital or printed) when using it as payment.

4) Payment and security

  • Payment is made at the time of booking. If your payment is not completed, your order will not be created.
  • Transactions are handled by our authorized payment provider, and card information is processed in accordance with the current security standards (e.g. PCI DSS).
  • Payment is processed by Nets Easy. The Whale does not store card information.
  • The Whale treats your personal data confidentially. We only use this for administrative purposes and customer follow-ups.

5) Tickets (access/events)

  • Tickets are delivered electronically via email and/or SMS and must be presented on arrival at The Whale.
  • QR codes/digital tickets are accepted in the same way as paper tickets.
  • Tickets are personal and may not be forwarded or resold without consent.
  • If you do not receive your ticket(s) within a short time of completing your purchase, please contact us so we can resend it.
  • All visitors must have a valid ticket. This also applies for free admission (requirement for a “0 ticket” where applicable).

Time slots:
Tickets with time slots are only valid within the specified time slot. Late arrival may result in a briefer visit or admission not being granted.

6) Cancellation and change of entrance tickets

  • Tickets may be cancelled or changed free of charge up to 48 hours before the stated arrival or start time.
  • Tickets become non-refundable when there is less than 48 hours until the stated arrival or start time.
  • A no-show is considered a late cancellation, and the ticket holder is not entitled to a refund.
  • You may cancel your ticket(s) via the link on the order confirmation or by sending an e-mail to [email protected].
  • In the event of refunds, the customer is liable for any bank charges or currency exchange costs incurred. Refunds are made within a reasonable time via the same payment method when possible.

7) Changes/cancellations on our part

We reserve the right to change or cancel orders in special circumstances owing to operations, maintenance, unforeseen closures, security or force majeure, e.g. extreme weather, strikes or technical errors. If you do not accept the alternative offered (new time or equivalent product), we will refund 100% of the ticket price. Please note that we are not liable for indirect costs such as travel or accommodation, etc.

8) Groups

Group bookings (10 people or more) and other customised arrangements must be arranged directly with our booking department by sending an e-mail to [email protected]. Such bookings are only valid when confirmed in writing by our booking department.

9) Price categories

  • Adult
  • Child 0–5 years
  • Child 6–17 years
  • Student: only with a valid student ID
  • Senior: from age 67
  • Family ticket: up to 2 adults + 3 children (accompanying children must be within the stated age limit).

10) Cancellation rights - Shop and web shop / goods

  • The right to cancel applies for 14 days from the date you purchased/received the goods.
  • Provide notice in writing before the deadline expires (via the cancellation form or by e-mail to [email protected]). You may also give notice in person during opening hours. However, we recommend providing notice in writing.
  • If you exercise your right to cancel, you must return the goods without undue delay and no later than 14 days after your written notice. The customer must pay for the return postage unless otherwise stated. However, in the event of a fault or defect, The Whale will cover the return postage.
  • You may examine the goods in the same way as you would in a shop. However, any use beyond this may result in a reduction in value that will be deducted from the amount to be refunded.
  • Refunds will be made when the item has been received or when you document shipment. The amount will be refunded via the same payment method whenever possible.

Delivery and risk (goods):

  • Delivery will be no later than 30 days unless otherwise agreed.
  • The risk passes to you when you or your representative has received the goods.

Claims (goods):

  • You must notify The Whale within a reasonable time after discovering the defect (no later than two months).
  • The warranty period is two years, or five years for goods that are intended to last significantly longer.
  • Remedy (correction/redelivery), price reduction or cancellation of the purchase pursuant to the provisions of the current legislation.

11) Conduct, safety and visitor guidelines

Visitors are obliged to follow the instructions of our staff/security guards and the current visitor guidelines. Breeches of the visitor guidelines may result in removal from the centre without refund.

12) Photography, copyright and publication

  • The content of exhibitions, experiences and events may be subject to copyright.
  • In cases where photography and filming are permitted, you are responsible for obtaining the necessary clearances, including copyright and privacy.
  • We disclaim liability for any third-party claims that arise from your publication.
  • All content at The Whale, including exhibition materials, images, films, texts, design and sound, is protected by the provisions of the Copyright Act and may not be copied, published or used for commercial purposes without specific permission from The Whale.

13) Privacy policy (short version)

  • Data controller: The Whale Drift AS
  • Purpose: administration of orders, customer dialogue, secure operation, statistics/improvement and, with consent, newsletters
  • Legal basis: performance of a contract, legal obligations, legitimate interests and/or consent
  • Sharing: only with data processors who deliver payment, IT and customer support services in accordance with a data processor agreement
  • Storage: possible within the EU/EEA. Transfer of personal data to countries outside the EU/EEA requires a valid legal basis for such transfer.
  • Your rights: access, rectification, erasure, restriction of processing, data portability and reservation against direct marketing. Contact us by e-mail at [email protected]. You can also lodge a complaint with the Norwegian Data Protection Authority.

14) Complaints and dispute resolution

If you have a complaint, please contact us as soon as possible sending an e-mail to [email protected]. We aim to resolve any disagreements in a satisfactory and amicable manner. In the event of a disagreement, you may contact the Consumer Council of Norway or use the EU’s Online Dispute Resolution (ODR) Platform.

15) Limitation of liability

We are not liable for any indirect losses (e.g. missed travel or unused accommodation) and non-refundable third-party costs. Our liability is in any case limited to the amount you paid for the order concerned, unless otherwise provided for by binding regulations/legislation. This does not apply in the event of gross negligence or intent.

16) Changes to the terms and conditions

These terms and conditions may be updated. The current version is published here and applies from the time of publication. Any changes to the terms and conditions do not affect agreements already entered into unless this is necessary or required by law. We do not notify individual users directly of changes. We therefore recommend that you check the terms and conditions on the website regularly.