Terms and conditions

Disclaimer

Use of website

The website www.ensorstad.be is the property of BV James & Napoleon. BV James & Napoleon and all parties that provide this system with information (in particular: texts, photos, logos, images and icons) hereby disclaim any liability for the incorrect or fraudulent use of the data provided on this website. They are in no way liable for the correctness or completeness of the information found or exchanged through the system. The inclusion of links to one or more other websites, including links contained in those websites, does not necessarily indicate any connection, partnership, relationship or approval.
BV James & Napoleon is not liable for possible incorrect information on the linked websites. Anyone who uses the information after this notice waives the right of complaint, of any kind, regarding the use of material or information made available through the system, regardless of whether such complaints are directed against BV James & Napoleon or against any other person who has supplied the system with material or information. BV James & Napoleon or any party that provides information through the system can in no way be held liable for direct or indirect damage.

Anyone who uses the information after reading this notice agrees to assume all risks associated with the use of the system and not to file a complaint against BV James & Napoleon or any other party operating the system and providing material or information, including the risk that a computer, software, or data may be damaged by a virus that is transmitted or activated through the system or access to the system. It is not allowed to change, replace or adapt the information on the website. BV James & Napoleon does not guarantee that the information is free from viruses. The website is used at your own risk and cannot be held responsible for SPAM email. BV James & Napoleon does not guarantee that the website is available at all locations and at all times.

Intellectual property

All items on the website, such as texts, images, photographic materials, illustrations and other graphic materials, names and logos are subject to intellectual property rights, and BV James & Napoleon reserves all rights with regard to its own intellectual property rights. It is not permitted to reproduce the aforementioned materials or to make them public for commercial purposes, unless BV James & Napoleon has given its written permission. No item on the website leads to the granting of any right or license with regard to the mentioned intellectual property rights.

Sale of tickets

Tickets can be purchased online or on the spot. The sales process consists of the following steps: indicating desired tickets, going through the payment procedure and entering personal details. After completing these steps, the buyer will receive an email confirmation with the tickets added. These e-tickets serve as admission tickets.

The customer does not have the right to cancel his purchase, unless the James Ensor House is unexpectedly closed due to force majeure. In that case, the purchased tickets can be refunded or used at a later date.

• Data: When purchasing tickets you must fill in personal data. It is not possible to purchase tickets online without filling in these data. The information you provide will always be treated in accordance with privacy legislation. By purchasing tickets, you give your approval. More information about our privacy policy can be found here.
• Payment: Tickets can be paid with Bancontact, Maestro, Mastercard and Visa.
• Tickets: The tickets will be sent by email. The e-tickets must be presented at the entrance of the James Ensor house. They are only valid for the person, chosen date and chosen time stated on the ticket. If you are entitled to a reduced rate, you must be able to present proof of right to a reduction at the entrance. Once e-tickets are received, no discounts will be granted afterwards.
• Refunds: Tickets purchased cannot be refunded or exchanged. If you are not on time at the reserved time, you will not receive a refund or any other compensation. It is advisable to be present 10 minutes in advance. The tickets will not be replaced or reimbursed in the event of theft or loss.
• The James Ensor House reserves the right to change the rates at any time.

Group and school visits

Booking and confirmation

• Group visits to the James Ensor House must always be booked in advance via the website and are subject to availability. 

• Requests for a guided group visit must be submitted no later than ten (10) working days before the desired visit date.

• Requests for a visit with an audio guide must be submitted no later than five (5) working days before the desired date.

• Upon receipt of the request, the requested date and time will be provisionally reserved. This reservation remains valid for a period of 72 hours. For requests made within seven (7) days of the visit date, a reservation period of 24 hours applies. 

• The booking only becomes final upon confirmation within the specified period. In the absence of timely confirmation, the reservation will automatically lapse. 

• For guided tours, a guide will only be requested once final confirmation has been received. Guides are always subject to availability. The James Ensor House cannot guarantee the availability of guides. If no guides or insufficient guides are available, a visit with an audio guide will be suggested as an alternative. 

• Telephone bookings remain valid for 72 hours and will automatically lapse if they are not confirmed within this period using the form on the website. 

• The number of participants may be changed up to three (3) working days before the date of the visit. 

• In the event of force majeure, including but not limited to extreme weather conditions or unforeseen closures, the Maison James Ensor reserves the right to propose an alternative date. 

Cancellation policy (applicable to guided tours)
 

• Cancellations must be made exclusively by email. 
• In the event of cancellation up to three (3) working days before the scheduled date of the visit, no charges will be incurred. 
• In the event of cancellation less than three (3) working days before the date of the visit, the cost of the booked guide will be charged. 
• Changes to the number of participants must also be notified no later than three (3) working days before the tour.

Payment terms
 

Payment for the group tour can be made either on site by debit or credit card, or by invoice after the tour. For group tours organised by a person or organisation not based in Belgium, payment by invoice after the tour is not possible.

Access and conduct of the tour

Visitors undertake to strictly adhere to the agreed departure time and the pre-defined group allocation, in order to ensure the smooth running of the tour.
 

Conduct and Responsibility

• Visitors are required to behave respectfully towards the museum, the exhibits and other visitors.

• Eating and drinking are not permitted in the museum galleries.

• Photography is permitted without the use of a flash, unless otherwise stated for temporary exhibitions.

• Smoking, as well as the consumption of alcohol and drugs, is strictly prohibited on the museum premises.

• Groups and school groups are liable for any damage caused by their members or pupils.

• The James Ensor House cannot be held liable for accidents, loss or theft.

• All visitors must strictly comply with the applicable safety regulations, including evacuation procedures and emergency exits.

Final provisions

• The group rate cannot be combined with other discounts, reductions or the Museum Pass, with the exception of the European Disability Card. In that case, the guided tour is free of charge, provided prior notification is given via info@jamesensorhuis.be
   
• The recommended group size is a minimum of ten (10) and a maximum of fifteen (15) people per group.
   
• Children under the age of twelve (12) must always be accompanied by an adult.
   
• The James Ensor House reserves the right to review its rates annually. These terms and conditions may be amended at any time.