Castlepoint Christmas Event 2025 The Gingerbread Grotto

Terms & Conditions of Booking:

The promoter of this event is Castlepoint Shopping Park (“Castlepoint”). By purchasing

tickets, you confirm that you have read and understood the following Terms and Conditions

of purchase.

Castlepoint reserves the right to update or amend these Terms and Conditions at any time

without prior notice.

Ticket Prices and Booking Fees

 Tickets are priced at £10 per child (aged 0–14 years).

 There is no charge for accompanying adults.

 A £1.50 booking fee applies per transaction, which covers administrative and

processing costs.

 The booking fee is non-refundable.

Booking Tickets

 Tickets can be purchased online only and cannot be purchased on site or by

telephone.

 We have a maximum party size of six people, which must include at least one baby

or child. Each booking will see Father Christmas separately. Multiple bookings cannot

be combined to visit together.

 Adult tickets must be booked with at least one baby or child ticket.

 Tickets can only be purchased from the official booking platform (link to be inserted).

Castlepoint does not authorise ticket sales through third parties and accepts no

responsibility for tickets purchased elsewhere.

 Tickets are not for resale and should only be purchased for personal use.

 When booking for children with additional needs, please contact

castlepointmarketing@gmail.com in advance so that we can make suitable

arrangements. Morning sessions are typically quieter and may be more suitable for

those requiring a calmer environment.

 For any booking questions or concerns the contact email address is:

castlepointmarketing@gmail.com.

Admission

 Tickets are only valid for the time and date stated on your booking confirmation.

 Your booking reserves a place within a 10-minute slot and cannot be used at other

times.

 Everyone visiting Father Christmas must have a valid ticket, including adults and

babies.

 Tickets will be emailed to you. Please show your ticket (either printed or on a mobile

device) to the elf at the entrance to Candy Cane Lane: The Gingerbread Christmas

Grotto. We are unable to look up bookings on site.

 Children must be accompanied by an adult aged 18 or over at all times.

 Dogs, except registered assistance dogs, are not permitted within the event area or

grotto.

 Smoking, including e-cigarettes, is not permitted within the grotto or its outside areas.

 Please note there may be flashing lights and festive sound effects within the grotto.

 The grotto is located on the lower level landscape void, down the stairs in front of

M&S.

Arrival and Late Entry

 Please arrive no earlier than five minutes before your allocated time slot.

 Late arrivals may not be able to be accommodated and could forfeit their booking

without refund, as session times are strictly scheduled.

Changes to Your Booking

 Should you wish to amend your booking time or date, or add additional tickets,

please give at least 24 hours’ notice.

 Changes are subject to availability at the time and can be made via the link in your

ticket email free of charge.

 If you require assistance, contact castlepointmarketing@gmail.com.

 Changes cannot be guaranteed and are subject to available slots.

Cancellations, Refunds & Event Changes

 We do not offer refunds for non-attendance. It is the customer’s responsibility to

check the booking time, date, and location. Please allow extra time for travel and

parking.

 Refunds will only be issued if Castlepoint cancels the event due to severe weather or

circumstances beyond our control. In this case, we will contact you via

castlepointmarketing@gmail.com and offer an alternative booking date or a refund.

 If the event must be cancelled for any other reason outside of our control, we will

notify affected customers and offer an alternative date or full refund.

 No refunds are available for voluntary cancellations, but we will do our best to

accommodate rebooking requests subject to availability.

Photography and Filming

 Photography is permitted for personal use only. Commercial use of any images or

video is prohibited without written permission.

 From time to time, official photography or filming may take place at the event. By

attending, you consent to Castlepoint using such images for marketing and

promotional purposes. Please notify staff on arrival if you prefer not to be included.

Accessibility

 We aim to make this event accessible to all visitors.

 If you or a member of your party has additional needs, please contact

castlepointmarketing@gmail.com prior to booking so that we can make necessary

arrangements.

Safety and Behaviour

 Castlepoint reserves the right to refuse admission or ask visitors to leave if their

behaviour is deemed unsafe, inappropriate, or likely to affect the enjoyment or safety

of others.

 Parents and guardians remain responsible for their children at all times.

Gifts

 Each child will receive a small, age-appropriate gift during their visit.

 Gifts may vary and are subject to availability.

Liability

 Castlepoint and its event partners accept no responsibility for the loss or damage of

personal property.

 Participation in all activities is at your own risk.

Data Protection

 When you purchase a ticket, we collect personal information necessary to fulfil your

order.

 CCTV operates on the premises.

 For more information, please refer to our Privacy Notice, available at

castlepointshopping.com/privacy.

Privacy Policies: https://castlepointshopping.com/privacy-policy/