Visitors Rules
The current visitors’ rules have the aim to inform the visitors on the visitors’ rules and regulations to respect while visiting Infinity des Lumières. The purpose is to ensure the safety of people, the preservation of the premises and the quality of the visit.
It is applicable to all visitors visiting Infinity des Lumières as well as the authorized person and the authorized groups to occupy temporarily the premises for site visits, meeting, reception, or private events.
The visitor services agents and the security agents are present on the premises to inform and assist the visitors in the event of difficulties. They are responsible for ensuring compliance with the present visitors’ rules.
The rules shall apply in its entirety to: o Visitors of Infinity des Lumières ; o Persons or groups authorized to use the premises for meetings, receptions, private events, etc.; o Employees of Infinity des Lumières; and o Any person outside Infinity des Lumières, present in the establishment for professional reasons (e.g. contractors, suppliers). These visitors’ rules should be read alongside the Infinity des Lumières' Visitors Terms and Conditions, which may both be found on Infinity des Lumières website: https://www.infinitylumieres.com/ The director of Infinity des Lumières and the staff are responsible for the site monitoring and are entrusted with the task of implementing these rules. TABLE OF CONTENT 1/ ACCESS TO INFINITY DES LUMIÈRES a. General information and opening hours b. Access and admission c. Admission ticket refund d. Access for all e. Baby strollers and wheelchairs f. Prohibited items in Infinity des Lumières g. Smoking areas 2/ LOCKERS a. General information and opening hours b. Access to the lockers c. Prohibited items in the lockers d. Items not collected at the end of the day 3/ GENERAL VISITOR BEHAVIOR a. General information b. Visitors dress code c. Visitors behavior d. Others 4/ SPECIAL INFORMATION RELATING TO GROUPS a. General information b. Group capacity c. Cohabitation with other visitors 5/ FILMING, RECORDING AND COPYING a. Prohibitions and tolerance 6/ SECURITY AND SAFETY OF VISITORS AND VENUE a. General information b. Evacuation c. Medical aid d. Lost child e. Lost and found f. Security camera 7/ COMPLIANCE AND REGULATION a. Mandatory compliance with venue rules b. Risk in case of non-compliance c. Malicious acts 1/ ACCESS TO INFINITY DES LUMIERES VENUE a. General information and opening hours Exhibition access Infinity des Lumières Exhibition hall is open to the public as follows: o Monday from 10.00 am to 09.00 pm o Tuesday from 10.00 am to 09.00 pm o Wednesday from 10.00 am to 09.00 pm o Thursday from 10.00 am to 09.00 pm o Friday from 10.00 am to 11.00 pm o Saturday from 10.00 am to 11.00 pm o Sunday from 10.00 am to 11.00 pm Infinity des Lumières is open every day of the year, including public holidays. The daily evacuation procedure of the premises starts 10 minutes before the closing time and the ticketing desk closes 1 hour prior to the venue’s closing time. The closing or the changing of the opening hours and days of Infinity des Lumières may be decided by the management based on operational and business requirements. These Visitors’ rules apply to all the events organized outside the opening hours to the public. Boutique Infinity des Lumières Boutique is open to the public as follows: o Monday from 10.00 am to 11.00 pm o Tuesday from 10.00 am to 11.00 pm o Wednesday from 10.00 am to 11.00 pm o Thursday from 10.00 am to 11.00 am o Friday from 10.00 am to 00.00 am o Saturday from 10.00 am to 00.00 am o Sunday from 10.00 am to 00.00 pm b. Access and admission Exhibition access The access to the exhibition hall requires a valid admission ticket during the public opening hours. The access to the venue is located on the second floor of the Dubai Mall, opposite side of the Galleries Lafayette's. Depending on the capacity of the main hall, queues may be organized inside and outside of Infinity des Lumières by the hospitality and security agents. Boutique access The access to Infinity des Lumières boutique does not require a valid admission ticket. Visitors can access the boutique by a dedicated entrance. Admission Infinity des Lumières’ director establishes the prices in force for the admission tickets. The admission ticket gives one time access only to Infinity des Lumières' exhibition. Re-entry is not allowed with the same ticket. The prices of admission tickets are as follows and may be amended from time to time (upon management decision): General Admission: 125 AED incl. VAT Reduced price*: 75 AED incl. VAT for children between 3 and 13 years old. Complementary tickets*: Free for: o Children under 3 years old; o IDL Employees; and o Contractors and suppliers with a valid badge and authorization. *For reduced price and complementary ticket, a proof of entitlement will be required. The admission ticket is strictly individual and cannot be given or sold to someone else. Tickets considered valid to enter Infinity des Lumières are: o Admission tickets (full price, reduced price and complementary); o Infinity des Lumières staff badge; and/or o Contractor / supplier badge. Infinity des Lumières proposes timeslots for visiting the exhibitions every half an hour. Visitors should arrive at the latest 15 minutes prior their chosen time slot. If visitors are late, every effort will be made to accommodate the visitors in a later time slot, however in the event that this is not possible due to capacity, entry will be denied and no refund will be offered. c. Admission ticket refund Infinity des Lumières admission tickets may be refunded under certain circumstances only. A refund may only apply under the strict circumstances set out below: o System error: the customer was debited twice (refund in all ticketing channels); o System error: there was a delay in receiving the admission ticket via email (refund on the website); o Ticketing agent error (refund in main ticketing desk); or o Force Majeure* (refund in all ticketing channels) * Force majeure means including, without limitation, lockdown, curfew (during opening hours), war, rioting, uprising, interruption in transport services, fire, computer failure, interruptions in telecommunications (including, without limitation, networks and the Internet), flooding or natural disaster. The refund will not apply in the following circumstances: o Visitor error: the visitor chose the wrong dates and/or timeslot and cannot visit at alternative dates; o Visitor error: the visitor arrived late to its time slot and no time slot available for the rest of the day; o Lost ticket with no booking reference and no receipt. In addition, the booking cannot be located through email address search or full name search in the booking system; or o Ticket stolen with no booking reference and no receipt. In addition, the booking cannot be located through email address search or full name search in the booking system. d. Access for all Children and minors For security and protection reasons, children under 12 years of age must be accompanied by an adult to access the Infinity des Lumières’ venue. Any person in charge of supervising minors is responsible for their compliance to the visitor’s rules. People of determination People of determination have access to the venue. They have a dedicated and priority access at the ticketing desk and speed gate. Guide dogs are allowed in the venue. e. Baby strollers and wheelchairs Baby strollers and wheelchairs carrying persons with reduced mobility are allowed, including motorized wheelchairs. Infinity des Lumières declines all responsibility for the damage caused by wheelchairs and baby strollers to third parties or to their own occupants. The use of any other means of transport is forbidden on Infinity des Lumières premises (scooter, skate, etc.). Please note that there are neither baby strollers nor wheelchairs available for the visitors on site. f. Prohibited items on Infinity des Lumières premises The access to Infinity des Lumières is not authorized to visitors having items that, by their use or their characteristics, pose a security and safety risk to other visitors or the premises, or may pose a nuisance or danger to the exhibition, including (without limitation) any of the following: o Bladed and cutting items greater than 3.5 cm in length (e.g. scissors, lock-knives, butterfly knives, disguised knives, glick knives, push daggers, Swiss knife and multi-tools); o Tools: screwdriver, clamp, pruning shear; o Explosive substance, inflammable or volatiles such as paint bomb, fuel, pressure containers, gasses, firework; o Canes, umbrellas and all sharp or blunt objects. The canes fitted with a nozzle are however allowed for people suffering from visual impairment, the elderly or persons with reduced mobility; o Dangerous objects, heavy, bulky, loud, repulsive, provoking to cause any nuisance to other visitors or items that can be considered as weapon or appears to be weapon including toys guns, water guns, blowpipes, batons, shurikans, knuckles dusters, samurai swords, laser pointers, pepper spray, mace, stun gun, Taser and any type of antique weapons; o Placards, poles, signs or banners; o Musical instruments and / or amplification equipment including public address systems, distress signals, whistles, loud hailers, horn or bugle, electronic equipment or other broadcast; o Recreational devices such as drones, remote control toys, skateboards, bicycles, scooters, hover boards, and inline skates; o Alcoholic beverages or any illegal substance; o Food and beverage (unless carried in a bag); and o Animals (except for guide dogs). Prohibited items will be banned at the entrance of the venue by security agents. Please note that this list is non-exhaustive and the security agents may, at their own discretion that an item cannot be allowed within the premises. In addition, it is not authorized to take photography with flash, touch the wall and smoke inside the venue. This includes the use of electronic cigarettes, vapes or any similar devices. g. Smoking areas There are no smoking areas inside Infinity des Lumières premises. Smoking is not allowed within the premises. This includes the use of electronic cigarettes, vapes or any similar devices. 2/ LOCKERS a. General information and opening hours Lockers are available to Infinity des Lumières visitors to allow them to deposit personal items and effects or items which are not permitted in the exhibition hall. The lockers are open from 10.00 am to 09.00 pm on Sunday, Monday, Tuesday, and Wednesday; and from 10.00 am to 11.00 pm on Thursday, Friday, and Saturday. b. Access to the lockers Only people holding a valid admission ticket to Infinity des Lumières may leave items in the lockers. Visitors without an admission ticket will not be able to leave their personal belonging in the lockers. Lockers are a free self-service, under no supervision. All items are left at the owners’ risk. Infinity des Lumières will not be liable for any lost, damaged, or stolen items left in the lockers. In case of lost ticket, a security agent will open the visitor locker. The visitor will be able to retrieve his/her item provided he/she is able to give a proof of ownership (e.g. exhaustive description of the item) and a copy of his EID / Passport / National ID. c. Prohibited items in the lockers We strongly recommend that you do not leave the following items in your locker(s): • Identity paper (passport, national identity card, driving license, etc.); • Money (cash, check, credit cards); • Handbags (unless it is empty of valuables); or • Valuables items, including jewelry, mobile phones, photography or videography devices. d. Items not collected at the end of the day Any items left in the lockers must be removed the same day before the closure of the venue. Items not retrieved at the end of the day will be considered as lost and found objects (please refer to the lost and found part). If an item is not claim within 24 hours, the security agents will take it to the Dubai Mall lost and found department or the police depending of the nature of the item. All perishable foods and beverages and worthless objects are discarded every night. Objects that are abandoned and/or appear to present a danger to the venue’s safety may be destroyed without delay or pre-notice. 3/ GENERAL VISITOR BEHAVIOR a. General information Visitors are asked to comply with the safety and security instructions to avoid inciting any problems through their attitude, conduct or speech within their circle of friends and family during their visit that might affect the smooth functioning of the venue or event. b. Visitors dress code Respect for local culture is expected and appropriate attire shall be worn. Infinity des Lumières reserves the right to deny entry to visitors who do not respect local culture and dress code that could detract from the experience of other visitors. Wearing indecent, or inappropriate clothes such as bathing suits, very short skirt or shorts, offensive message on clothes is 1prohibited. Except for children under the age of 12, costumes and masks are not permitted within the venue. Visible tattoos that could be considered inappropriate or offensive, such as those containing offensive language or designs are not permitted and must be covered. c. Visitors’ behaviors The following behaviors are strictly not permitted in the venue: o to enter Infinity des Lumières in a state of intoxication (under the influence of alcohol or drugs) o to use illicit substances in Infinity des Lumières; o to smoke inside the venue; o to use the emergency exits when there is no need; o to draw graffiti, or stick posters on the wall; o to do voluntary marks of soiling on the wall; o to eat or drink inside the venue; o to have an inappropriate behavior towards Infinity des Lumières staff and other visitors (comment, outfit, gesture or attitude) disorderly, insulting, violent, aggressive, or indecent; o to interfere with other visitors by any noisy event, in particular by listening radio devices, as well as their telephone conversations; o to use spaces and equipment in an inappropriate manner (not in accordance with their intended purpose); o to lie on the waiting area or on the floor; o to throw papers garbage/litter or chewing gum on the floor; o to move the seats or the furniture without prior permission; o to come into the venue bare feet or shirt / top less; o to wear an outfit that could generate a disturbance to the tranquility of the venue or to wear an outfit intended to conceal his/her face. o to take photographs with the flash on; o to use mobile phones (phones need to be on silent mode) Visitors are obliged to respect the health and safety measures issued by Infinity des Lumières staff. Security may request a person not complying with the venue’s security rules to leave the venue and refer them to the Tourism Police. d. Others Venue Audio-visual devices in the exhibition hall. To prevent virus corruption of computers and to preserve the venue equipment, it is strictly forbidden to: o Install any software on workstations or consulting your computer inside the exhibition hall; o Make copies of the software acquired by the venue; or o Modify the configuration of workstations (POS). Survey It is forbidden to conduct inquiries and surveys, sell, advertise or spread propaganda, distribute any kind of flyers without prior permission from Infinity des Lumières’ director. Permission must be obtained prior to any external survey or visitors’ opinion survey. 4/ SPECIAL INFORMATION RELATING TO GROUPS a. General information The group tours during Infinity des Lumières opening hours must not hamper the other visitors and may therefore be split up in advance into two groups for that purpose. For school groups, at least two facilitators must accompany every 16 children from nursery and elementary school, and one for every 12 children from secondary school. b. Group capacity For safety and comfort purposes, in the exhibition hall, the capacity of each group cannot exceed a certain number of people. Infinity des Lumières allows a maximum of groups per time slot (1 hour). Each group must book their visit through prior their visit to allow a smooth flow inside the venue. c. Cohabitation with other visitors Group visits should not cause any discomfort to other visitors, for this purpose, the groups can be spanned. 5/ FILMING, RECORDING AND COPIES a. Prohibitions and tolerance Photographing, filming and sound recordings of the exhibitions are strictly prohibited in the venue's premises except for personal use. For any other purpose, it is prohibited unless authorization has been obtained from Infinity des Lumières management. Photography is solely accepted without the use of a flash or a tripod. Any recording or photography involving the staff or the public must have the authorization of Infinity des Lumières management and, more essentially, the prior written consent of the concerned parties. Infinity des Lumières declines all responsibility for the persons filmed or photographed in case these measures are not respected. Visitors are asked not to photograph a member of the venue's staff or other visitors without their prior authorization. Sound system is strictly prohibited within Infinity des Lumières premises. 6/ SECURITY AND SAFETY OF VISITORS AND VENUE a. General information Visitors shall refrain from carrying out any act, which may threaten the safety of persons or the installation or the premises. Any accident or abnormal event should immediately be reported to a security officer. b. Covid-19 restrictions Visitors are required to wear facemasks (above 6 years old) at all times whilst being on infinity des Lumieres premises. The wearing of gloves is optional for visitors, but if they are not worn, visitors must regularly use hand sanitizer. Visitors must keep at least two (2) meters distance between them and other visitors whilst in queues and in the exhibition hall. If any parts of the premises becomes crowded, interim measures will be taken to ensure safety, such as the slowing of entry flow. c. Evacuation If the evacuation of the building is necessary, an audible alarm is triggered, or an order is given by the staff of the establishment. The evacuation of the venue will be under the guidance of the. security agents, and dedicated agents trained for this purpose d. Medical aid In case of medical accident or incident, it is first necessary to inform an Infinity des Lumières agent who will contact the security agents / one of our onsite trained first aiders. It is forbidden to move the injured person, to give him any beverage, or to administer any medication before the arrival of the medical assistance. The security agents / one of our onsite trained first aiders should assess the situation and call the emergency if needed. If among the visitors, a doctor or a nurse intervenes and gives the first aid, he must present his professional card to the security agents / one of our onsite trained first aiders and remains near the patient until his/her evacuation. The said person should leave his/her personal details (name and contact details) to the security agents / one of our onsite trained first aiders e. Lost child Every lost child is entrusted to a security agent who will take him/her to the information desk at the entrance of the venue. o If the child is 12 years old and below, an announcement will be made in the venue, every 10 minutes. The children will stay at the information desk with a security agent until his/her parents or the person in charge of him/her come to collect him/her. o If the child is above 12 years old, an announcement will be made in the venue, every 30 minutes. The child will wait at the information desk with the security agent until his/her parents or the person in charge of him/her come to collect him/her. Lost child needs to be reported to the Mall Security central command immediately by the agent. The Dubai Mall Security Command Centre will dispatch a security officer to our venue. A person is considered as a child when the person is under 18 years old. f. Lost and found If a visitor finds an item, the visitor shall bring it to the information desk or to any security agent. The items will be placed in the lost and found storage located in a BOH storage. Visitors should report the presence of any dangerous object. Any items left behind that are considered a security risk to the site may be destroyed immediately and without notice by the competent authorities. The lost and found items are divided into the following categories:
| Categories | Description | Duration for safe keeping | Actions to be taken after the duration for safe keeping |
|---|---|---|---|
| A | ID documents like Emirates ID, driving license, passport, bank cards, company ID, traveler's cheques Car keys. | Not stored | All items will be handed over to the Mall Security immediately. The rest is to the mall within 24hrs. |
| B | Valuables like money, jewelry, and Handbags and wallets. Electronics items like cameras, laptops, tabs, hands free, USBs. Clothing items like caps, hats, shoes, shirt, trousers. | Until the end of the working day | All items will be handed over to the mall lost and found department within 24 hours. |
| C | Food and beverage related items. | Not stored | Daily disposal |
Last updated: May, 9, 2021