Terms and Conditions
1. Contact us
If you have any queries about this website, your booking or other aspect of our service please contact us by email at info@booksantaonline.co.uk. We endeavour to respond within 48 hours but this may be slightly longer as we approach our busy period (i.e., December 2023).
2. Definitions
Organiser: Any Events (London) Ltd (“AE”)
Venue: Broadway Shopping Centre, Bexleyheath (“BSS”)
You: you or anyone acting with your authority or permission.
Event: Santa’s Ice Castle Grotto at BSS
3. Price and payment
The prices of the bookings are as advertised at the point of booking which are subject to change without notice. This price includes an age appropriate wrapped present as well as the experience of meeting Santa. The wrapped present is non-transferable and cannot be exchanged and has no cash value. Should the wrapped present be broken or damaged please let us know within 48 hours of your visit and a suitable replacement can be collected from the grotto at a convenient time.
When inside the grotto, we will take your photograph, a maximum of 3 different poses will be taken, and you will have the opportunity to purchase a photograph souvenir on the day. Please note that we cannot re take photographs once you have left the grotto. There are no refunds of any purchased photographic or digital merchandise once you have left the grotto or the digital product has been sent to you. This does not affect your right to a replacement should a product be damaged or faulty.
A £1 booking fee applies to every ticket which reflects the cost of managing your booking, this site and the processing fee we are charged by the payment provider.
No booking is confirmed until the full value has been paid by credit/debit card which will be deducted at the time of booking.
4. Refunds and Changes
Bookings cannot be exchanged or refunded. You acknowledge and agree that the cancellation rights contained in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134) do not apply to bookings made on this website.
Please make sure you specify the correct date and time as alterations and changes can’t be made once you have booked and paid for your visit. If you are late then you will be invited to join the back of the standard walk-in queue if time permits.
AE or BSS reserves the right to cancel your booking at any time and if this occurs you will be entitled to a full refund of the monies you have paid only.
5. Covid-19
Open style Ice Palace Grotto
The grotto has an “open air” set up which allows us to maximise the flow of air throughout the structure and will help to combat the prevalence of any airborne particles be that Coronavirus or otherwise.
Closure of the grotto
Whilst we do not anticipate a forced closure on account of Covid-19 we set out here what impact such a closure would have on your booking.
If, as a result of official guidance from the government or other regulatory body the Grotto must be closed at the time of your booking then you will receive a refund of monies paid minus the booking fee.
If we make alterations to the way the Grotto operates as a result of new legislation or government guidance which means the Grotto can remain open then you will not be entitled to a refund, this includes the option of making your visit a virtual one.
Symptoms of Coronavirus and/or self isolating
Whilst the government guidance has changed somewhat since 2021 we have a duty to protect our staff and your fellow guests and endeavour to ensure the Grotto is as safe as reasonably possible. With that in mind, we would ask you not to attend the grotto if you or anyone in your party intending to visit the grotto has any symptoms of Covid-19 and/or have been asked to self isolate. If you arrive at the grotto with coronavirus symptoms we reserve the right to refuse your entry subject to the reasonable discretion of AE and consideration will be given to any guidance in place at the time of your visit. You may not receive a refund if AE refuse your, or anyone in your party, entry but this will be considered on a case by case basis.
Please contact us via email: info@booksantaonline.co.uk as soon as you can and we will try to help (subject to availability).
6. Delivery of booking confirmation
Booking confirmation, which contains your booking number, type, date and time, will be sent by email to the email address given at the time of booking. Customers will need to show their ticket on arrival where an elf will scan the QR code and check you in.
7. Use of personal details and Data Protection
We publish a full privacy policy detailing what personal information we collect, how we use and store it, and reminding you of your rights regarding this data.
You will be given the chance to ‘opt in” to BSS’ marketing list at the point of booking and if you choose this option AE will share your email address and name with BSS, who will store and use your information inline with their Privacy Policy.
Payment is taken via a secure payment gateway, Stripe, and this data is not stored by AE.
AE upload all photographs taken to a third party supplier who, if you opt to purchase a digital package, will process your order via QR redemption, or any other reasonable digital processing means, and in line with that third parties’ Privacy Policy. By proceeding with the booking you hereby agree to allow all photographs taken to be uploaded to AE’s chosen third party whether or not you purchase a digital package. You must inform a member of staff at the grotto on the day of your visit if you do not wish to have your photographs uploaded to AE’s chosen supplier.
AE will process your information in line with its Privacy Policy
8. Conditions of Admission
AE reserves the right to refuse your admission to the Grotto without the right to a refund if you or anyone in your party acts unreasonably. This can include acting inappropriately, threatening members of staff or the public, damaging the Grotto or the dressing or appear under the influence of alcohol.
9. Restrictions and prohibitions
The use of any photographic, video, or audio equipment for recording anything inside the Grotto is strictly forbidden.
10. Waiver
AE and BSS accept no responsibility for any loss, theft or damage to personal property brought into the Grotto.
11. Third Parties
Any person not a party to these Terms and Conditions shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms and Conditions.
12. Force Majeure
“Force Majeure” means any cause beyond AE’s reasonable control. AE will not be liable to You for delay in performing, or failure to perform, any of its obligations under the Contract if such delay or failure result from events, circumstances or causes beyond its reasonable control.
13. Variation of these Terms and Conditions
AE intend to rely on these terms set out in this document. AE reserves the right to make minor amendments to these Terms and Conditions, without notice, and you agree to be bound by the most up to date version of these terms and conditions which are located on this website.
14. Governing Law and Jurisdiction
Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with the Contract or its subject matter or formation.
