GENERAL TERMS AND CONDITIONS HEINEKEN EXPERIENCE General Terms and Conditions for Visitors to the Heineken Experience Introduction Heineken Experience will make all reasonable efforts to ensure the success of the visit to the Heineken Experience (as defined below in article 1.3). Heineken Experience will use its best endeavours to minimise any nuisance or inconvenience to the visitor and ensure the visitor’s safety. To that end, the visitor is expected to comply with the following rules. General provisions: definitions and alcohol policy Article 1.1 ‘Heineken Experience’ means the organisation which manages and operates the former Heineken Brewery complex. Heineken Experience is part of Heineken International B.V. and registered in the Dutch Chamber of Commerce under number 33103545. Article 1.2. ‘Personnel’ means all Heineken Experience personnel, including management, front-of-house staff, other museum officials and third-party catering staff. Article 1.3 ‘The Heineken Experience’ (hereinafter referred to as “HEX”) means the complex of spaces -both built and open- constituting the former Heineken Brewery, which is under the jurisdiction or administration of the management of Heineken Experience, including exhibition spaces, reception rooms, conference rooms, cafés, stables, other outside spaces and depots with address Stadhouderskade 78, Amsterdam. Article 1.4 ‘Visitor’ means a person visiting the HEX. Article 1.5 These General Terms and Conditions for Visitors apply to each visit to the HEX. Different provisions may apply to other special activities outside normal opening hours and/or intended for other than normal visitors, for example room hire, catering and the like; in those cases, the General Terms and Conditions for Meetings and Events at the Heineken Experience may also apply. Article 1.6 Alcohol policy Alcohol will only be served to visitors aged 18 and over. Visitors under 18 will only be admitted to the HEX if accompanied by an adult and are not allowed to drink alcohol during their visit. Each visitor will be issued with a plastic bracelet, which must be worn at all times during the visit. Visitors over 18 will be given a green bracelet and visitors under 18 will be given a bracelet of another colour. In principle, each visitor must be able to show proof of age when buying a ticket as well as during their visit. If a visitor is unable to do so and the Heineken Experience staff member has good reason to assume that the visitor is under 18, a bracelet of a colour other than green will be issued. On showing a green bracelet, the visitor will receive two glasses of beer. Under-age visitors will be offered an alternative. No further drinks will be provided and no drinks will be available to buy. Ticket sales and time of entrance Article 2.1 Heineken Experience may chance its prices at all times. Article 2.2 Each ticket states the time of entrance. The HEX applies the following policy in relation of the time of entrance: • Regular tickets (adults and children): de visitor should be present at the HEX at the date and time indicated on the ticket, or ultimately 15 minutes later. In case of later arrival at the same day, visitors may have to wait a long time before being able to enter the HEX and the HEX cannot guarantee access. • VIP tickets: de visitor should be present at the HEX ultimately at the time indicated on the ticket, preferably 10 minutes earlier. • Rock the City tickets and other tickets that combine entrance to the HEX with entrance to other attractions: the visitor should be present at the HEX at the date indicated on the ticket. If the ticket also states a time, the visitor should be present at the HEX at the time indicated on the ticket, or ultimately 15 minutes later. In case of later arrival at the HEX at the same day, visitors may have to wait a long time before being able to enter the HEX and the HEX cannot guarantee access. At the other attractions, visitors should be present at the date (and if applicable: time) indicated on the ticket. It is at the visitor’s risk not to make use of a purchased ticket at the date and time indicated on the ticket. If the visitor foresees that he/she will not be able to be present at the HEX at the indicated time, the visitor can contact the HEX through [email protected]. The HEX will then explore together with the visitor whether it is possible to visit at a later time in the near future. Please note that the HEX does not in any way guarantee entrance at a later time. Refund of the ticket price is not possible. Article 2.3 An intending visitor will not be entitled to a refund of the price of admission or any other compensation in the event of loss of the admission ticket before he/she enters the complex. Article 2.4 A potential visitor may be refused admission to the complex if it is found that the admission ticket has not been issued by Heineken Experience or an agency authorised by Heineken Experience. Article 2.5 Heineken Experience will refund the actual admission price paid by the visitor only if the visitor is required to leave the complex early in connection with an unannounced emergency-response exercise (Section 15 of the Working Conditions Act 1998) or in the event of an actual emergency necessitating complete or partial evacuation of the complex. A refund will be given only if the visitor is unable to return to the complex on the same day or the next day, by way of exception using the same admission ticket. Inside the Heineken Experience Article 3.1 While in the complex, visitors must conduct themselves in accordance with the provisions of the law, in particular with regard to public order, decency and propriety. Visitors are also obliged to comply strictly with orders and instructions given by Heineken Experience personnel. If, in the reasonable judgment of an authorised official of Heineken Experience, who must be clearly recognisable as such, a visitor behaves in any way contrary to such provisions, orders and/or instructions, he/she may be denied further access to the complex and will have no right to a refund of the cost of the admission ticket or compensation for any other expenses incurred. Article 3.2 Parents or other adults accompanying under-age visitors will at all times be responsible and liable for the conduct of the under-age visitors in their charge. Teachers and group leaders will be responsible and liable for the conduct of the members of the groups in their charge. See also article 1.5: Alcohol policy. Article 3.3 Visitors may not: a. offer goods of any kind, for sale or gratis, to third parties within the complex; b. intentionally obstruct the free movement of other visitors or block their view of the items on display for extended periods; c. provide guided tours of the complex unless led by authorised personnel or with the express permission of the management of Heineken Experience; d. cause nuisance to other visitors, including but not limited to the use of mobile phones, MP3 players or other sources of noise nuisance; e. bring pets or other animals, including guide dogs, into the complex without the express permission of Heineken Experience personnel (see also article 3.4); f. smoke in the complex; g. consume food or refreshments which they have brought with them in the complex or consume food or refreshments obtained in the complex other than in the designated spaces; h. bring into the complex any items which are considered by Heineken Experience personnel to be hazardous, such as walking sticks, umbrellas, rucksacks or large bags; such items may be left at the cloakroom; i. use prams, baby buggies or wheelchairs in any enclosed space except the entrance hall (see also article 3.4). Article 3.4 Disabled access to the HEX is restricted, but HEX tries to facilitate visiting HEX by disabled persons. Disabled persons intending to visit the complex should notify Heineken Experience in advance so that it can decide whether a suitable guided tour can be organised and, if so, how and when. Heineken Experience still reserves the right to restrict the use of wheelchairs for safety, wellbeing and security reasons. Article 3.5 In accordance with Heineken Experience’s security policy, the personnel may temporarily or permanently refuse some or all visitors access to certain spaces. Article 3.6 In exceptional circumstances in which it may reasonably be required in the interest of the safety of persons or of the collection, the personnel may ask visitors for permission to search their bags. If permission is refused, the personnel will be entitled immediately to escort the visitor or have the visitor escorted from the complex. Article 3.7 Other than for personal use, visitors are not permitted to take photographs or make film or video recordings without the prior written permission of the management of Heineken Experience. Visitors are not permitted to publish or reproduce photographs or film or video recordings made other than for personal use in any way and on any medium, including electronic media and social media, without the prior written permission of the management of Heineken Experience. Article 3.8 Photographs or film or video recordings may be made, on the instructions and with the permission of the management of Heineken Experience, during the HEX opening hours for Heineken’s internal and external communication purposes. Visitors who would prefer not to appear in such photographs or recordings should notify Heineken Experience personnel.