Santa’s Grotto Booking Policy
All bookings must be made online through our booking system. A booking confirmation containing your tickets and a booking reference will be emailed to the address provided at the time of purchase. 

Please check your spam/junk folder if you do not receive your confirmation. If you still cannot find it, contact our box office with proof of purchase and we will reissue your tickets. 

Payments  
Tickets and add-ons must be paid in full at the time of booking. Prices shown at checkout include applicable booking fees and are payable in the currency displayed. 

Ticket Types
Carer/Companion tickets: If you require a carer, please select the appropriate disabled/carer ticket option during booking. Proof of eligibility may be requested on arrival.

Add-ons:
Optional extras (for example souvenir photos, workshops or interactive experiences) may be available to purchase at the time of booking. Add-ons are subject to availability and must be purchased before arrival unless otherwise stated.

Arrival & Admission
Time slots are strictly enforced. The time you select at booking is your arrival time — please arrive promptly. Late arrival may result in you missing part or all of the experience and no refund will be issued for time missed. Allow sufficient time to park, check in and enjoy the experience. Typical visit length will be advised on your booking confirmation.

Changes, Transfers & Name Amendments
You may change your booking subject to availability and purchased the transaction insurance. Changes cannot be made within 48 hours of your booked arrival time.

Name amendments are permitted where the booking platform allows; otherwise please contact our box office for assistance.

Refunds, Cancellations & Ticket Protection Standard policy: Tickets are non-refundable if the cancellation is less than 7 days notice.

Ticket protection: Optional ticket refund protection may be offered at checkout via a third-party provider.

If you purchase this protection, any eligible refund claims must be made directly with the protection provider according to their terms and conditions. If we cancel a show time or event: If we cancel a specific show time or date, we will provide the option to exchange to an alternative available date. Refunds will only be offered in line with our cancellation procedure and where exchanges are not reasonably possible.

No-shows: No refund or exchange will be given for no-shows.

Weather, Safety & Force Majeure
Our event takes place indoors. We reserve the right to alter, delay or cancel all or part of the event for safety reasons, including but not limited to severe weather or other force majeure events.

If we are forced to cancel, we will notify customers by email as soon as practicable and provide options for exchanges or refunds in accordance with this policy.

Accessibility, Prams & Dogs Accessibility: We aim to make our event accessible. Some areas may be unsuitable for large mobility vehicles; please contact us in advance if you require assistance. Small/pram access is possible in many areas,

Dogs: Dogs are not permitted except for registered assistance dogs.

Photography & Photos With Santa
Personal photography (for example, phone photos) is permitted unless otherwise stated. If you purchase a professional photo package or souvenir photo add-on, terms for collection, download or delivery will be provided after your visit.

Behaviour & Safeguarding
We reserve the right to refuse admission or remove any visitor whose behaviour is dangerous, abusive or disrupts the experience. No refund will be given in such cases. Children remain the responsibility of their parent or guardian at all times. Please supervise children during your visit.

Data Protection
We collect and process personal information required to complete your booking (for example name, contact details and payment information). By booking you agree to our use of your personal information for booking and administration purposes. Our full privacy policy is available on our website.

How to Contact Us
For booking queries, refunds, accessibility requirements or lost tickets, please contact our box office using the contact details shown on your booking confirmation. On the day of your visit, please bring proof of purchase if you need assistance with tickets.

Checkout Summary
Book and pay online. Time slots are strictly enforced — please arrive on time. Tickets are non-refundable; optional ticket protection may be available at checkout. Changes incur an administration fee and cannot be made within 48 hours of your booking. If we cancel, we will offer an alternative date or refunds where applicable.