LEGO House - Rules and conditions

Rules and guidelines for LEGO® House

Terms and Conditions – LEGO House A/S       

Valid from 8 April 2025

Contact details 

LEGO® House A/S           
CVR no.: 44 47 81 45

Ole Kirks Plads 1, DK-7190 Billund
Email: info@LEGOHouse.com

Telephone number: +45 8282 0400

Introduction  

These terms and conditions (‘Terms and Conditions’) govern the relationship between you as a customer (‘you’) and LEGO® House A/S (‘LEGO House’, ‘we’ or ‘us’) when you book tickets with associated facilities and when you book experiences or events. 

The Terms and Conditions describe your legal rights and obligations when booking and using our products and services via our website (www.legohouse.com), email, telephone or by physically contacting the reception.

Before making a booking, we kindly ask you to take a moment to read these Terms and Conditions. Depending on the nature of your booking, specific sections of the Terms and Conditions may apply to your purchase. Immediately after completing your booking, you will receive a link to the Terms and Conditions along with your order confirmation.

Agreement and age requirements

You are responsible for ensuring that the customer information you enter or provide as part of your booking is accurate, as we do not actively validate or verify this information afterwards.

LEGO House requires that you are at least 18 years of age at the time of the agreement, or that your booking has been made with the consent of your parent or guardian.

Some areas of LEGO House are only accessible to visitors over the age of five or ten, depending on the ticket type. It is your responsibility to ensure that the facilities can be used by any accompanying visitors in accordance with the order confirmation.

Order confirmation

You will receive an order confirmation via the email address provided after completing your booking. This serves as your proof of booking.

The order confirmation includes a link that must be used to download the purchased tickets.

For tickets bought at www.LEGOHouse.com or www.LEGOHouse.dk, we send an order confirmation to the email address you have provided during the booking process. Your booking is only final once you have received an order confirmation.  Any changes to what is stated in the order confirmation can only be made through a prior written agreement with LEGO House, and only the items listed in the order confirmation are included in the stated price.

The order confirmation or tickets serve as your proof of purchase and can be used to generate your personal wristband at the ticket machine in LEGO House.

If you have purchased a guided tour or ticket to LEGOLAND Billund, the order confirmation or tickets will also serve as proof of purchase for these products.

We cannot be held responsible if you do not receive the order confirmation due to an incorrect email address or junk and spam filtering. We encourage you to carefully check all information before completing your purchase.  

It is your responsibility to ensure that the details in the received order confirmation and tickets are correct.  

Terms of payment

Payment can be made via the website or by contacting LEGO House customer service in person. For bookings made on the website, payment must be completed no later than when the tickets are issued via the website’s payment solution.

For purchases made through a personal visit to LEGO House, full payment is due at the time the booking is made. 

Your payment details are not processed directly by LEGO House, but by the payment provider we use in our booking system. We accept the following payment methods: Visa, MasterCard, Diners Club, MobilePay, JCB, Discover and UnionPay. The payment provider uses the SSL security protocol, which encrypts information between an internet browser (the cardholder) and an internet server (the merchant). This ensures that any information transferred when making a card payment is protected during transmission from your device to us. SSL encryption is widely used in e-commerce and is considered a highly secure solution.

All payments are made in DKK. All prices include VAT, and for Mini Chef the price also includes service.

When paying by credit card, a credit card fee may apply depending on the card used for payment. You are solely responsible for covering any such fees.

When paying by invoice, the invoiced amount is due for payment 30 days from the date of receiving the invoice. In the case of late payment, reminder fees and interest will be charged in accordance with the applicable Danish Interest Act (8% p.a. plus the official lending rate of the Danish National Bank).

If you book your tickets via our website, a profile will be created for you in our ticketing system. This profile does not store your payment card information but only contains details of your purchases. You can log in via the system to view your purchase history and use the profile for future bookings.

Tickets with a time-slot entry  

LEGO House Experience Zones 

You must book a date and time slot for the LEGO House Experience Zones. During the booking process, you will have the opportunity to select a time slot (subject to availability). This time slot will be shown on your order confirmation, ticket and wristband. It is your responsibility to arrive within the time slot for which your ticket is valid. If you do not arrive and redeem your ticket within the specified time slot, we reserve the right to deny you entry without a refund of the ticket price, unless the delay is due to circumstances on the part of LEGO House.   

We recommend arriving well before your booked time slot.  

From the selected time slot, you have a 30-minute window to enter the LEGO House Experience Zones.

Visitors who do not arrive in time for their allocated time slot are not entitled to a refund of tickets. If other time slots are available on the same day, LEGO House staff may assist in rebooking the time slot – please note, however, that this decision is at the sole discretion of the LEGO House staff. 

Admission requirements for LEGO House Experience Zones:

All paying visitors are welcome in the LEGO House Experience Zones regardless of age. Admission is free for children aged 0-2 when accompanied by a paying adult.

All individuals over the age of two who wish to enter the LEGO House Experience Zones must wear a valid wristband for the duration of their visit. If you are unable to present a valid wristband, we reserve the right to ask you to leave the LEGO House Experience Zones.  

Children under the age of 13 must be accompanied by at least one adult (18+) while in the LEGO House Experience Zones. 

Visiting LEGO House Experience Zones with an annual pass   

Your annual pass is personal and may only be used by you. It will be revoked in the event of misuse (e.g., lending the pass to others). Annual pass holders must always book online at www.LEGOHouse.com to ensure entry. It is important to bring your annual pass and have it ready for inspection in case of random checks.  If you are unable to attend your booked visit, it is important that you cancel it using the link provided. 

If your annual pass includes the option to bring a guest, the pass holder must be present during the visit. Children under 13 must be accompanied by an adult. Children aged 13 and up may enter the Experience Zones on their own, but they are not permitted to be responsible for other children during the visit. A person must be 18 or older to take responsibility for children.

Please note that as an annual pass holder, you are not guaranteed admission to LEGO House on sold-out days – remember to book online in advance of your visit.

The annual pass does not grant access to LEGO House - LEGO MASTERS ACADEMY. If you wish to visit LEGO House - LEGO MASTERS ACADEMY, a separate ticket must be purchased.

Special terms for LEGO House - LEGO MASTERS ACADEMY

You must book a date and time slot for LEGO House - LEGO MASTERS ACADEMY. During the booking process, you will have the opportunity to select a time slot (subject to availability). This time slot will be shown on your order confirmation, ticket and wristband. It is your responsibility to arrive within the time slot for which your ticket is valid. If you do not arrive and redeem your ticket within the specified time slot, we reserve the right to deny you entry without a refund of the ticket price, unless the delay is due to circumstances on the part of LEGO House.

We recommend arriving well before your booked time slot.  

The LEGO MASTERS ACADEMY experience starts at the chosen time. Visitors who do not arrive before the doors are closed will be denied admission and are not entitled to a refund of expenses. If other time slots are available on the same day, LEGO House staff may assist in rebooking the time slot – please note, however, that this decision is at the sole discretion of the LEGO House staff.

LEGO House - LEGO MASTERS ACADEMY - is designed to give you the experience of being part of the original production of LEGO Masters, and as part of that experience, audio and video recordings are made. These recordings can later be viewed via Memories. As such, you may appear in recordings from LEGO House - LEGO MASTERS ACADEMY - that are shared with other participants.  In this connection we point out that by purchasing access, you acknowledge and accept that this is an integral part of the experience. If you do not agree to this, you should refrain from purchasing access to LEGO House - LEGO MASTERS ACADEMY. For more information about our use of audio and video recordings, please refer to our privacy policy, which can be accessed here LEGO® House - Privacy Policy.

Please note that a visit to LEGO House - LEGO MASTERS ACADEMY - may involve flashing lights and loud sound effects.

Admission requirements for LEGO House - LEGO MASTERS ACADEMY:

All paying visitors over the age of five who wish to enter LEGO House - LEGO MASTERS ACADEMY - must wear a valid wristband for the duration of their visit. If you are unable to present a valid wristband, we reserve the right to ask you to leave LEGO House - LEGO MASTERS ACADEMY.

Please note that the minimum age for entry to LEGO House - LEGO MASTERS ACADEMY - is five years at the time of the visit. For certain LEGO House - LEGO MASTERS ACADEMY - sessions, a minimum age of ten years applies at the time of the visit. 

These age limits are set to ensure a positive and suitable visitor experience for both children and adults.

LEGO House reserves the right to request valid ID from all visitors at the entrance to LEGO House - LEGO MASTERS ACADEMY, and visitors who do not meet the stated minimum age requirement at the time of the visit will be denied entry. It is the visitor’s responsibility to ensure that the minimum age is met on the day of the visit.

Children (under the age of 13) must be accompanied by at least one adult while in LEGO House - LEGO MASTERS ACADEMY. 

Ticket changes  

Tickets for the LEGO House Experience Zones, LEGO House - LEGO MASTERS ACADEMY - and annual passes are non-refundable, cf. section 18(2), no. 12, of the Danish Consumer Agreement Act. 

If you want to change your time slot or date of visit, you must contact us by writing an email to info@LEGOHouse.com or call us on +45 8282 0400 no later than 48 hours before your time slot.

All changes are subject to availability and not possible in connection with special events. Please note that such changes are at the sole discretion of the LEGO House staff.

Force majeure

LEGO House reserves the right to change, postpone or cancel events due to force majeure, without being held liable for any associated losses, compensation claims or costs. Force majeure includes but is not limited to: war or the threat of war, riots, civil unrest, acts of terrorism or threats thereof, labour disputes, natural disasters or nuclear incidents, adverse weather conditions, fire, outbreaks or imminent threats of international epidemics, quarantines and any similar events that can reasonably be considered beyond the control of LEGO House.

Purchase of annual passes   

With an annual pass to LEGO® House, you can visit the LEGO House Experience Zones as often as you like. The annual pass does not grant access to LEGO House - LEGO MASTERS ACADEMY.  The annual pass is valid on all opening days one year from the date of purchase.

The annual pass can only be purchased in person at the Information Desk in LEGO House. If you wish to upgrade your ticket to an annual pass, you can do so throughout the day on which your ticket is valid (the day’s ticket will be upgraded to an annual pass, and the price will be deducted from the cost of the annual pass).

The annual pass is personal and may only be used by the individual to whom it is issued.  The pass will be confiscated in case of misuse.

You must remember to bring your annual pass when visiting LEGO House, and you must be able to present it upon request during random checks conducted by staff.

Please note that as an annual pass holder, you are not guaranteed entry to LEGO House on sold-out days – remember to book online in advance of your visit.

Purchases of annual passes are non-refundable, cf. section 18(2), no. 12, of the Consumer Agreement Act.

Reservations are made for closed days, capacity limitations, typographical errors and price changes.

Restaurant MINI CHEF

You can book a table via the website here.

When booking a table, please note that you do so via the Dinnerbooking solution, which requires you to have or create a profile on Dinnerbooking.

LEGO House MINI Chef only receives information about your booking of a table, cf. out privacy policy LEGO® House - Privacy Policy, and has no access to your profile on Dinnerbooking. See Dinnerbooking’s terms here Terms of use – Terms and conditions

You pay at MINI CHEF and can use the same means of payment as stated in these Terms and Conditions.

Please inform the staff of any allergies or preferences when you book a table or when you arrive at MINI CHEF.

Combi ticket to LEGO House and LEGOLAND® Billund Resort

When you buy a LEGO House ticket to the Experience Zones as part of a combi ticket, the same terms and conditions described above apply.

The following terms and conditions apply especially to LEGOLAND® Billund Resort (in the following referred to as LEGOLAND):

Your ticket to LEGOLAND is valid for six days before or after your visit to LEGO House (please be aware of closed days and high visitor traffic).

With the purchased ticket, you can go directly into LEGOLAND, and the ticket grants access to all operating rides except the Traffic School.  

See LEGOLAND’s closed days on LEGOLAND.dk.  

Please note that combi tickets cannot be combined with other discounts or promotional offers. 

Promotional tickets, discounted tickets and tickets purchased online are non-refundable.

LEGOLAND tickets must be either printed on plain white paper before your visit, or you may scan the barcode/QR code on your smartphone at the entrance. Please note that once a barcode/QR code has been scanned correctly, it cannot be reused.

Printed tickets contain two barcodes/QR codes, and once one has been scanned, the other is automatically invalid.

You are responsible for any potential misuse of the ticket, so please take necessary precautions to prevent unauthorised use. All prices include 25% VAT.

LEGOLAND assumes no responsibility for printing errors or subsequent price changes.  

On extremely busy days, LEGOLAND reserves the right to close the park to additional visitors.  This will only occur for safety reasons and is therefore in the interest of public safety. Tickets purchased in advance, including season passes, do not guarantee entry to LEGOLAND on a specific day.

Entry to LEGOLAND  is on a first-come, first-served basis. We recommend arriving early in the day.

For safety reasons, LEGOLAND reserves the right to ask visitors to leave the park, and we also reserve the right to close attractions or shows without prior notice.  

LEGOLAND is not liable for compensation due to force majeure, including but not limited to war or threat of war, civil unrest, riots, acts of terrorism or threats thereof, labour disputes, natural disasters or nuclear incidents, adverse weather conditions, fire and all similar events beyond our control.

Payment

Offers and promotions

Offers and promotions are valid only during the period specified in the respective offer or promotion and only while capacity lasts.

Bookings made as part of promotions or offers cannot be changed after the booking has been made. As a general rule, changes cannot be made to the included services or experiences, which must be used within the stated time frame. For more details about possible changes, please refer to the section ‘Ticket Changes’.  

Changes to Terms and Conditions

LEGO House reserves the right to modify these Terms and Conditions if necessary, including in cases of changes in legislation, regulations or standard practices. Any significant changes will be communicated with reasonable notice via our website.

 

Reservations

We make reservations for printing errors, incorrect prices and changes in VAT or duties.

Complaints

You are entitled to submit a complaint about our services or products if you believe they did not meet the agreed, promised or intended purpose.  

If you wish to file a complaint about LEGO House services or products, please contact us as soon as possible and within a reasonable time after becoming aware of the issue. Contact us here: info@legohouse.com

When contacting us, you must explain what the issue is and include proof of purchase. LEGO House will process your complaint as quickly as possible and within a reasonable timeframe. Following this, LEGO House will send you an email with our assessment of whether the complaint is justified or not.

Data protection and cookies

We collect, process, and store personal data in accordance with applicable data protection legislation. If you would like more information on how we handle your personal data, please refer to our privacy policy, accessible via this link: LEGO® House - Privacy Policy .

For more information about our use of cookies, please refer to our cookies policy and the cookie pop-up window, accessible via this link: LEGO® House - Cookie Policy .

Survey

We may send a survey to our visitors following their visit. These surveys are sent solely to help us understand your experience at LEGO House and how we can improve the LEGO House experience in the future. Participation in surveys is entirely voluntary. If you choose to participate in one of our surveys, you can find information on how we process your personal data in our privacy policy here: LEGO® House - Privacy Policy. You will typically receive an email with a link to our survey one day after your visit to LEGO House. 

Governing law and legal venue

These Terms and Conditions are governed by Danish law. Any rules on the choice of law and the United Nations Convention on Contracts for the International Sale of Goods (CISG) do not apply.

Any dispute arising from or in connection with these Terms and Conditions must be settled by the Danish courts.

 

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Rules and guidelines for LEGO House

To ensure you have the best possible experience in LEGO® House, we have laid down a number of rules for your visit, which we kindly ask you to follow. Violation of these rules and guidelines may result in expulsion without compensation and, in serious cases, may be reported to the police. We appreciate your understanding and hope you enjoy your visit to LEGO House.

  1. Access to LEGO House Experience Zones
  • You may access the Experience Zones during the displayed opening hours with a valid ticket.
  • Your ticket is valid for the specified time slot. You may enter and exit the Experience Zones freely during your visit.
  • LEGO House may at any time change the displayed opening hours or close the House in case of special situations, including safety concerns.
  • Annual passes are personal and may not be shared with others.  In case of misuse, the annual pass will be blocked.
  • Children under the age of 13 must be accompanied by an adult.
  1. General guidelines
  • LEGO House is reserved for pedestrian visitors. The use of roller skates, roller shoes, skateboards, scooters, etc., is not allowed indoors. Visitors with disabilities are of course permitted to use wheelchairs or other necessary mobility aids.
  • Dogs are welcome in outdoor areas around LEGO House, but consideration must be given to other visitors in the areas. Dogs must always be kept on a leash and must not be left unattended. It is not allowed to bring your dog or other pets onto the rooftop terraces or inside LEGO House. Guide dogs and service dogs are always welcome.
  • It is not allowed to collect items from waste bins on the LEGO House premises.
  • Visitors must not appear visibly intoxicated or act in a threatening, disruptive or otherwise inappropriate manner.
  • Alcohol may be consumed in our designated food areas and in moderate amounts that do not disturb other visitors.
  • We reserve the right to deny entry for visitors wearing inappropriate clothing, such as swimwear or clothing with offensive symbols or messages.
  • Damage to buildings, decorations, furniture or other items is not permitted on the LEGO House premises.
  • Placing posters or handing out brochures is not permitted on the LEGO House premises.
  • Political or religious propaganda is not permitted.
  • LEGO House is a smoke-free environment. Smoking and use of e-cigarettes are only permitted in the designated outdoor smoking area.
  • Any use of drones on or above the LEGO House premises is prohibited.
  • Instructions from LEGO House staff must always be followed.

 

 

  1. Safety
  • LEGO House is under video surveillance.
  • Visitors to LEGO House are welcome to take photos and film for personal use. Be considerate of other visitors and avoid including them in photos and film footage.
  • Children playing on the rooftop terraces in LEGO House must always be supervised by an adult.

The following items may not be brought into LEGO House

  • All types of illegal items under Danish law, including weapons, items that can be used as weapons or items that may pose a danger to other visitors and employees in LEGO House. Illegal items will be confiscated and handed over to the police.
  • All types of fireworks.
  • All types of barbecue equipment, both indoors and outdoors on the LEGO House premises.
  • Wheeled means of transport, including scooters, skateboards, roller skates and roller shoes. Mobility aids for individuals with disabilities are exempt.
  • Boomboxes and other music systems.
  • Drones and other remote-controlled devices.
  • Sharp objects such as tools, scissors and screwdrivers.
  • Knives that serve no practical or necessary purpose.

The following behaviour is not allowed in LEGO House

  • Threatening or violent conduct toward other visitors or staff in LEGO House. Such behaviour will be reported to the police and will result in expulsion from the House.
  • Actual or attempted theft and vandalism. Such behaviour will be reported to the police and will result in expulsion from the House.
  • Ignition or use of fireworks or other forms of pyrotechnics.
  • Any use of illegal drugs is not permitted and will result in expulsion and reporting to the police.
  • It is not permitted to wear a costume that could lead other visitors in LEGO House to mistake the outfit for that of a staff member or external performers booked by LEGO House, unless otherwise communicated. The assessment of LEGO House staff is always final.
  • It is not allowed to leave bags, luggage, picnic baskets, etc. on the LEGO House premises. Such items will be removed.
  • LEGO House reserves the right at all times to deny access to or expel individuals or groups who do not follow staff recommendations, rules and safety instructions, including individuals or groups whose clothing or general behaviour makes other visitors or employees feel unsafe.

 

 

  1. Food and beverages
  • Visitors are allowed to bring their own food and drinks to LEGO House. You may enjoy your own food and drinks in the picnic area in LEGO Square, on the rooftop terraces and in the outdoor seating areas. Consumption of outside food and drinks is not allowed elsewhere in LEGO House.

You can find additional information to help prepare for your visit here: LEGO® House - Frequently asked questions