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The safety and comfort of all Guests is of paramount importance to Illuminarium. Guests are advised to familiarize themselves with the content of this policy and adhere to it at all times. Upon entering Illuminarium, Guests are deemed to agree and comply with the guidance in this policy.
Guests are required to follow all verbal instructions offered by Illuminarium team members.
Illuminarium is an attraction using the newest and most advanced technology available today. The platform includes advanced audio systems- which can produce high volume sounds, haptic effects in the floor- which offer the sense of motion, and projection systems- which may produce strobe-like effects. The attraction features two separate spaces each offering varying degrees of audio, haptic, and projection intensities. The degree of intensity will depend on the featured spectacle.
Our premises are under constant CCTV supervision to protect our guests, team members and assets. Illuminarium has supplemental security systems throughout its facilities to protect its property. Illuminarium reports all suspected vandalism, theft and cases of shop lifting to the authorities.
Firearms or any other type of weapon (knives, box cutters, nun-chucks, mace, pepper spray, stun guns or tasers, laser pointers or any other potential weapon determined at the discretion of an Illuminarium representative) are not permitted on Illuminarium premises. Fireworks are strictly forbidden.
No bicycles, scooters, tricycles, skateboards, roller/in-line skates or shoes with wheels (wheelies) are permitted on the Illuminarium premises.
Illuminarium welcomes guests using power-driven mobility devices. Due to the nature of the attraction’s general layout, design and available space, the use of motorized equipment like Segways and electric scooters is prohibited on Illuminarium premises.
Outside food or drinks are not allowed in the attraction, in our café, or on the café patio unless specifically agreed to by Illuminarium management. When dining with us, guests are invited to let our team members know of specific dietary requirements or food allergies in advance of ordering.
Adults are responsible for the care and conduct of their children. Children under the age of 13 visiting Illuminarium must be accompanied by a responsible adult at all times. This requires that the adult remain in the company of the child while in the attraction. The adult may not be in the café or retail shop while the child is viewing the show. Illuminarium advises guests visiting with larger groups of children under the age of 13 to identify all members of the group using an easily recognizable identifier and adhere to a minimum of 5-to-1 ratio under 5yrs age and 1-to-10 ratio under 13 years old.
Guest may be held liable for damages caused to Illuminarium property.
Displays of profane, obscene, or injurious language, texts or graphics for public view is prohibited. Guests displaying such language on clothing will be asked to either change the garment or otherwise cover the offensive image/language.
No guest is allowed to create any activity that could be described as a performance, a show or a happening, make a declaration or speech, create a media event or photo opportunity, or give organized speaking tours of the Illuminarium without prior approval from the Illuminarium management.
Indecent exposure and sexual acts or behavior are prohibited.
Illuminarium is a smoke-free venue under Georgia statute (O.C.G.A. 31-12A-l et seq.). This restriction includes all smoke ware, including e-cigarettes and vaping devices. Though outdoor, the Illuminarium patio is considered a component of the venue and is therefore a nonsmoking area.
Pets are not permitted within the attraction and/or supplemental service areas such as retail or the café. We invite guests to enjoy our beautiful patio along the BeltLine with their pets. Service animals are welcomed into the facility under the requirements defined by law under the Americans with Disabilities Act (ADA). The intense nature of the attraction may affect service animals. Please refer to our team for guidance.
Illuminarium requires a valid State or Federal Identification document for every purchase of any beverage containing alcohol; this ID is required for every order and thus can be repetitive. Illuminarium reserves the right to refuse service of alcoholic beverages without stating any reason or limitation.
Illuminarium reserves the right to deny admission, or require a person already admitted to leave the premises, without refund, liability or compensation if management deems the removal necessary. We invite all visitors, guests, and team members to alert management of any unsafe situations, behaviors or issues causing detriment to the experience, enjoyment of others, or safety of those on premises.
Reservations for groups, schools and events are governed by the booking agreement; all other general rules and regulations apply to these visits.
Tickets purchased through resellers and/or the Illuminarium Sales Team may have additional regulations; please refer to the sales contract for additional information.
TIMED TICKET POLICY
Illuminarium uses a timed ticket system to ensure every guest has an enjoyable visit. In the event a guest arrives late for the purchased ticketed time, the Illuminarium team will make all possible accommodations to offer the guest the next available showing on a first come first serve basis. If unable to reschedule, all unused tickets, lose validity upon the closing of Illuminarium on the date for which the ticket was purchased, unless otherwise stated or agreed to by Illuminarium management. Any decision related to extended or altered validity of admissions is wholly at Illuminarium Management’s discretion.
All reversals, refunds and alterations for any product procured from Illuminarium require proof of purchase, such as a receipt. Wearables may not be returned unless in undamaged packaging. Damaged goods will be replaced; if Illuminarium is unable to replace the item, a refund may be issued if the damage is considered likely to have occurred prior to purchase.
All transactions are final. Please count your change prior to leaving the point of sale or kiosk. Please keep your admission ticket on you at all times. The ability to re-enter following a restroom break is under re-admission validation only.
MODIFICATION & REFUND POLICY
CANCELLATION POLICY
Last updated: May 20, 2021
Illuminarium is an engaging experiential attraction that has the mission to transport you to the world’s most extraordinary experiences. We achieve this by featuring immersive 360-degree video projection, supported by state- of- the-art sound and haptics powered by the most advanced technology partners on Earth.
Should you need to discuss your visit or requirements with us, please email us at guestcare@illuminarium.com 24 hours prior to your visit, call 404-341-1000 prior to arrival or request help from one of our team members upon arrival at the attraction.
Please consider the following components of technology that will be part of your experience and review our guidance and considerations below. These are the components known to affect certain guests; please reach out to our team to understand the technology, how it is used and any other elements that are being used. We are ready to assist with any specific requests, or to provide more information and answers to questions associated with accessibility.
Special guidance and suggestions for:
Illuminarium visitors with epilepsy or photosensitive epilepsy
Illuminarium features dark moments and low-intensity surprises as part of the projected spectacle. There are no moments that are intended to shock, though all visitors might respond differently to the experience and the behaviors of technology elements that are part of the attraction. As an example, some projection is interactive - in certain scenarios the guest could trigger the movement of projected water as they walk across the space or trigger a projection movement effect, such as a snake appearing.
Illuminarium uses radar technology that provides input for the interactive systems projected on the floor. All radar systems adhere to the best international standards under: Class 1 eye-safe per IEC/EN 60825-1: 2014. The light-frequency of the radar used is similar to InfraRed and is not believed to be visible to the human eye. Please contact Illuminarium with any questions regarding the technology prior to entering the attraction. Guests with epilepsy and photosensitive epilepsy, or other disabilities that may be affected by this technology, may identify themselves with the Illuminarium team prior to entering the attraction to ask any questions they may have that will assist them in deciding whether to participate.
Illuminarium visitors with autism and other neuro-diverse conditions
Illuminarium is an immersive experience attraction. As a result, the attraction is sensory-driven and may result in an overwhelming experience for guests with some neuro-diverse conditions, including autism.
Guests with disabilities triggered by sensory overload may identify themselves to our team for more information about accommodations and services that may be available during their visit and to learn more about sensory sessions designed for those that can get easily overwhelmed.
Illuminarium has been certified as a Sensory Inclusive Business by KultureCity and offers our guests with cognitive disabilities sensory bags. Although we have ample bags on site, we cannot guarantee there will be a sensory bag available for every guest. Please visit kulturecity.org for more information on the certification and the sensory bags provided.
Illuminarium visitors in wheelchairs
There are no stairs in the Illuminarium attraction, and all height transitions meet ADA requirements. As the attraction is a walking and standing experience, guests using wheelchairs may request support from any Illuminarium team member to ensure they receive assistance in finding a location where their line of sight is not disrupted by others. Illuminarium is committed to assist in these scenarios, although we cannot guarantee the behavior and consideration of all visitors.
Visitors with mobility impairments
Illuminarium is fully accessible. There are no stairs and very minimal height variances. The experience is intended to be enjoyed largely standing and walking, therefore there are no seating options in the first room of the attraction and limited seating in the second room. If the extended experience becomes difficult, Illuminarium team members are present to assist with aiding guests with mobility impairments. Illuminarium is committed to assist, although cannot guarantee the behavior and consideration of all visitors.
Illuminarium visitors likely to have panic attacks or suffer from claustrophobia
Illuminarium is an experiential attraction with two separate main spaces. The attraction does not have any scary moments or surprises. Guests may experience a journey under water, stand face to face with life-sized predators/large animals, or gaze down cliffs and unknown places through the story telling and use of our projection technology.
The journey starts in a room that can welcome approximately 75 guests, under the guidance of an experience ambassador. Although this room has 22 ft. high ceilings, limited lighting levels may cause overcrowding sensitivity. The second room is a large open space and crowding is not anticipated for guests with this sensitivity.
Illuminarium visitors with food allergies
Guests with allergies or sensitivities to food ingredients are encouraged to review our menu prior to placing an order with our team member. Please identify your allergies to our team so that we can assist you with your selections. We use reasonable efforts in our food sourcing, preparation, and handling procedures to avoid the introduction of the named allergens into your menu choices. While we take steps to prevent cross-contact, we do not have separate allergy-friendly kitchens and are unable to guarantee that a menu item is completely free of allergens.
Although we do not allow outside food & drinks at Illuminarium, for those with food allergies we are able to make exemptions. Please notify our team of your needs and we will happily assist with plates, dishes etc. to provide you a pleasant and safe experience.
If you are a participant or guest in a larger party or event contracted to be held at Illuminarium, please ensure the event planner, your host, and our team are aware of any sensitivities.
Illuminarium visitors who are pregnant or caring for small children
There are no known reasons to restrict visitation of the attraction by a guest who is pregnant, notwithstanding potential dizziness because of the impactful projection and immersive aspects of the experience. For those who are pregnant, a team member can identify our limited seating within the attraction. In the first room there is no seating, while the larger second room has very limited seating. If the extended experience becomes difficult, Illuminarium team members are present to assist with finding seating. Illuminarium is committed to assist in these scenarios, although we cannot guarantee the behavior and consideration of all visitors.
Illuminarium is not a scary attraction and is suitable for all ages. The experiential aspects of the attraction may be overwhelming for some children under 3. If your child is easily overwhelmed, scared or has a general nervous demeanor, the Illuminarium team recommends you have enough adults in the group to deal with a possible departure of one adult to assist the infant, which requires another adult to remain with any under-aged visitors.
Those caring for infants or small children are welcome to bring a stroller into the attraction. Illuminarium reserves the right to restrict the maximum number of child-carrying devices to ensure staffing levels remain sufficient to assure the smooth and safe operation of the attraction.
If you have any additional concerns that were not addressed, please reach out to our Guest Relations team at guestcare@illuminarium.com or 404-341-1000.