Santa’s Grotto – Terms and Conditions

1. Booking and Payment

All bookings must be made in advance through our online booking system or by contacting us directly.
Payment is required at the time of booking.

2. Cancellation Policy

Cancellations made 15 days or more before the scheduled visit will be eligible for a full refund.
Cancellations made 14 to 7 days before the scheduled visit will be eligible for a 50% refund.
No refunds will be given for cancellations made less than 7 days before the scheduled visit.

3. Changes to Bookings

We reserve the right to make changes to the Grotto experience, including dates, times, and activities.
If changes are necessary, we will notify customers as soon as possible and will do our best to offer alternative booking options.
If you wish to amend your booking, please contact us as soon as possible and we will do our best to accommodate you, although this cannot be guaranteed.

4. Admission

Admission is strictly limited to the number of tickets purchased.
We reserve the right to refuse admission to anyone who does not comply with our terms and conditions.

5. Safety and Security

6. Photography and Filming

Photography and filming are permitted within the Grotto, but please be respectful of other visitors and staff.
We reserve the right to use photographs and videos for marketing and promotional purposes, however we will obtain consent from parents or guardians before taking photographs of children.

7. Complaints

If you have any complaints, please contact us immediately. We will do our best to resolve any issues to your satisfaction.

8. Grotto Availability

Santa’s Grotto will be open from 30th November 2024 to 23rd December 2024.
We are currently taking bookings for weekends, from 10am to 4:45pm, however additional dates and times may become available.

9. Group Bookings

Due to elf and safety regulations, we can only accommodate a maximum of 8 guests inside the Grotto at a time.
Larger groups may need to book separate time slots.

10. Late Arrivals

Please arrive on time for your scheduled visit.
We cannot guarantee entry for late arrivals, as Santa may already be busy with other visitors.

11. Food and Drink

For safety reasons, food and drink are not permitted within the Grotto. However, there is a delightful cafe on site where you can enjoy refreshments.

12. Gifts

All children who visit Santa will receive a complimentary gift, this cannot be exchanged.
Babies will not receive a gift unless a child’s ticket has been purchased for them
Adults will not receive a gift from Santa

13. Lost and Found

Any lost and found items will be held at the site office for 30 days. Unclaimed items will be disposed of.
We cannot be held responsible for lost or stolen items, although we will do our best to facilitate their return.

14. Accessibility

The Grotto is accessible for people with disabilities. Please contact us at info@marldonchristmastrees.co.uk to discuss your requirements.
Free carers tickets are available on a discretionary basis (evidence will be required on arrival)

15. Parking

We have a car park on site, however, it can fill up quickly on busy days. We recommend arriving early to ensure parking availability.

16. Weather Policy

If the Grotto experience is affected by adverse weather conditions, we will offer ticket holders the option to reschedule their visit or receive a refund.

17. Photography

While we do not offer a professional photography service, our elves will be happy to take a photo for you using your own camera or phone.

18. Data Protection

We are committed to complying with all applicable data protection laws, including the General Data Protection Regulation (GDPR). Our Privacy Notice outlines how we collect, use, and store customer data.

19. Children’s Information

As part of the Grotto experience, we may collect personal information about children, such as their name, age, interests, and achievements.
This information is used to personalise the child’s visit with Santa and is kept confidential.
We will not share this information with any third parties without the consent of the parent or guardian.

20. Health and Safety

We take all necessary steps to ensure a safe and healthy environment for our visitors and staff. We have conducted a risk assessment and implemented appropriate safety measures.

21. Consumer Rights

We comply with the Consumer Rights Act 2015 and other relevant consumer protection laws.

22. Equality and Discrimination

We are committed to providing a non-discriminatory environment for all staff and visitors. We comply with the Equality Act 2010 and do not discriminate on the grounds of age, disability, gender reassignment, marriage and civil partnership, race, religion or belief, sex, or sexual orientation.