Terms of service
Last updated: 30 September 2026
These terms and conditions apply to your use of the TfL Visitor Shop website (“the Shop”) and to any order you place through it.
The Shop is operated by Golden Tours Ltd on behalf of Transport for London (TfL). Visitor Oyster cards and Travelcards sold through the Shop are sold by Golden Tours Ltd.
Golden Tours Ltd is a company registered in England and Wales (company number 02608886). Registered office: 12th Floor, Millbank Tower, 21-24 Millbank, London SW1P 4QP.
All contracts for the purchase of Visitor Oyster cards and Travelcards are between you and Golden Tours Ltd, not TfL. Any enquiries, notices or support requests about your order should be sent to us, not TfL. In these terms, “we”, “us” and “our” mean Golden Tours Ltd.
Enquiries: please use our contact form.
Please read these terms carefully. By using the Shop or placing an order, you agree to be bound by them. If you do not agree, please do not use the Shop.
1. How to order
You must be aged 18 or over to buy from the Shop.
All orders must be placed using the basket and checkout on this website. When you submit your order, you are offering to buy the items at the prices shown. Payment is taken securely at checkout by our payment providers. Please never email us your card details.
After you place your order, we will send you an email confirming that we have received it. The contract between us is formed when we accept your order and confirm this by email. If you realise you have made a mistake with your order, please contact us straight away.
It is your responsibility to give a full and accurate delivery address. We cannot accept responsibility for orders delivered to the wrong address because of incorrect or incomplete delivery details.
2. Products
Visitor Oyster cards are pay as you go smartcards supplied with pre-loaded credit. The price includes a non-refundable activation fee of £10.50 plus the credit you choose. The Visitor Oyster Card Gatwick Airport Transfer and Visitor Oyster Card Heathrow Airport Transfer are standard Visitor Oyster cards with £50 credit.
London Day Travelcards give unlimited travel in the zones shown for the number of days and travel date you choose.
Group Day Travelcards give off-peak travel for groups. A minimum of 10 tickets (adults and children combined) must be ordered for the same travel date and number of days.
All Visitor Oyster cards and Travelcards are sold subject to TfL’s conditions of carriage.
3. Prices and payment
Prices are shown in pounds sterling (GBP). If you are outside the UK, prices may be shown and charged in your local currency, converted at checkout at the current exchange rate, which may include a currency conversion charge. The amount charged is the amount shown at checkout.
You can pay using the payment methods shown at checkout. We cannot accept payment by any other method.
We will not accept your order or dispatch it until payment has been received in full.
We check our prices regularly. If a price shown is incorrect when we receive your order, we will contact you to ask whether you wish to continue. If an item you order is unavailable, we will contact you to offer an alternative or a refund.
4. Delivery
Orders placed before 09:00 UK time, Monday to Friday, are usually dispatched the same day. Orders placed after 09:00 or at the weekend are dispatched the next working day. We do not dispatch orders at weekends or on UK bank holidays.
Delivery options, charges and estimated delivery times depend on your destination and are shown at checkout and on our Help page. Delivery times are estimates and we cannot guarantee a delivery date. For travel tickets we recommend choosing a tracked delivery service.
If you have not received your order within the estimated delivery time, please contact us as soon as possible and before you travel to London. If you order several items, they may be sent separately.
We cannot deliver to some countries. If we cannot deliver to your address, the Shop will not let you complete your order.
5. Overseas orders
If you order for delivery outside the UK, your order may be subject to import duties and taxes. You are responsible for any such charges. We have no control over them, so please check with your local customs office. Customs inspections may delay delivery.
6. Returns, refunds and cancellation
Damaged or faulty items
Please check your items when they arrive. If anything is damaged or faulty, tell us as soon as possible. We will arrange a replacement or, if there is not enough time before your visit, a refund.
Visitor Oyster cards (including the Gatwick and Heathrow Airport Transfer cards)
You can return unused Visitor Oyster cards within 1 month of your purchase date for a refund of the price paid, excluding delivery charges. Cards must be unused and in good condition. Please contact us before returning a card, then send it to:
TfL Visitor Shop Returns
Golden Tours Visitor Centre
144 Marylebone Road
London NW1 5PH
United Kingdom
We cannot refund the cost of returning items and are not responsible for items lost or damaged in the post, so we recommend using a tracked or recorded delivery service.
Remaining credit on a Visitor Oyster card
We cannot refund credit left on a Visitor Oyster card after it has been used. Refunds of remaining credit are handled by TfL:
- by phone on 0343 222 1234 (08:00–20:00, 7 days a week; charges may apply);
- by post: send your card with your name, address, email and phone number to TfL Customer Services, 9th Floor, 5 Endeavour Square, London E20 1JN; or
- in person at Visitor Centres, including Heathrow Visitor Centre (Heathrow Terminals 2 & 3 Tube station) and Victoria Visitor Centre (Monday–Friday, 9:00am–4:30pm).
The £10.50 activation fee is not refundable, and the card is cancelled once refunded. See TfL’s refunds page for details.
London Day Travelcards and Group Day Travelcards
Travelcards are printed with your travel date, so the date cannot be changed once your order has been placed. Please check your order carefully before paying.
Travelcard refunds are processed by Transport for London (TfL), not Golden Tours. You may apply to TfL for a refund of the price paid, excluding delivery charges, if your Travelcards are unused, or if TfL strike action means you cannot travel on your travel date.
To apply, post your Travelcards with your name, address, email, phone number and the reason for the refund to TfL Customer Services, 9th Floor, 5 Endeavour Square, London E20 1JN. See TfL’s refunds page for details.
Delivery charges are not refundable. If you need to travel on a different date, apply to TfL for a refund and place a new order. Delivery charges apply to the new order.
7. Privacy and cookies
Our privacy policy explains how we use your personal information, and our cookies policy explains how we use cookies.
8. Our liability to you
Nothing in these terms excludes or limits our or TfL’s liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be excluded or limited by law.
We will do our best to meet our obligations under these terms, but we are not responsible for any failure or delay caused by events outside our reasonable control.
We are only responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms. We are not responsible for any business losses.
The information on this website is for general information only. We try to keep it accurate and up to date, but we cannot guarantee that it is. We do not guarantee that the website will always be available or free from errors or viruses.
9. Links to other websites
This website contains links to other websites, including TfL’s, for your convenience. We are not responsible for their content or availability. Please check the terms and privacy policies of any website you visit.
10. Copyright and trademarks
This website and its content, including text, images, design and layout, are protected by copyright and trademarks belonging to us, TfL or our licensors. You may view the website, place orders and print or download content for your own personal, non-commercial use. You must not copy, change, redistribute or republish any content for any other purpose without written permission. Unauthorised use of TfL’s trademarks or copyright may lead to legal action.
11. General
We may update this website and these terms from time to time, for example to reflect changes in the law or to add new features. The terms that apply to your order are the ones shown when you place it, so please keep a copy for your records.
We will send notices to the email or postal address you have given us most recently.
No one other than you, us and TfL has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999. These terms and all communications between us will be in English.
12. Law and jurisdiction
These terms are governed by the laws of England and Wales. Any disputes will be dealt with by the courts of England and Wales.