By booking tickets, you agree to the terms & conditions and privacy policies set by:
These terms and conditions set out the terms on which The Seasonal Events Company Ltd (we / us / our) supply tickets to, and permit attendance at, London Christmas Village (these Terms). By purchasing a ticket, or by entering or attending London Christmas Village (the Event), you agree to these Terms. If you purchase or obtain tickets for other people, you must ensure that they are aware of these Terms.
Agreement to these Terms is a condition of entry. Everyone who attends the Event — whether they bought their own ticket or received one from someone else — is required to comply with these Terms and is considered to have accepted them upon entry. If you, or anyone for whom you purchase or obtain a ticket, do not agree to these Terms, both you and they should not enter or attend the Event.
We recommend that you print or save a copy of these Terms for future reference.
The Event is held at Shepherd’s Bush Green, W12, London. It runs from 28 November 2026 to 23 December 2026, open daily from 9am to 9pm daily. On 24 December 2026 the site is closed to the public for a private charity event (Goodwill Day).
The Seasonal Events Company Ltd, a company incorporated in England and Wales with company number 16654553 and registered office at 41a Limerston Street, London SW10 oBQ
You can only purchase tickets if you are aged eighteen (18) years or older. By placing an order you warrant that you are aged 18 or over and can enter into legally binding contracts.
When you submit a request for tickets (for example, by completing a booking through www.londonchristmasvillage.com (the Website)), this constitutes an offer by you to us to purchase a visit to the Event. All offers are subject to acceptance by us.
Your contract comes into existence when your booking is completed and you see a “Booking Confirmation” page on screen. We will send you an email confirming your booking, including the ticket QR codes for you and each member of your party. These QR codes are your digital tickets and must be shown on arrival to gain entry.
All tickets are for personal use only, by you and those in your party. You must not re-sell or transfer any tickets, or attempt to do so. We reserve all rights in relation to any breach of this restriction, including the right to cancel any ticket(s) without notice and without refund, compensation or other liability.
The named person on the booking (the Lead Booker) holds authority and responsibility for the booking. Cancellation and amendment requests can only be made by the Lead Booker, who is responsible for all attendees on the booking and their behaviour at the Event. Each booking must include at least one full-paying Adult aged over eighteen (18) and at least one Child (see Section 4 for definitions).
Tickets: Tickets are required for entry. It is your responsibility to ensure your booking details are correct at the time of purchase. If you notify us promptly of an error in date or time, we will use reasonable endeavours to amend your booking, subject to availability, or offer a refund less a reasonable administration fee. Our staff reserve the right to refuse entry to you and all guests on your booking if a valid ticket is not presented for each person.
Arrival: Your ticket is for a timed entry slot. You must arrive at least 15 minutes before your scheduled entry time. If part of your party is late, all members may be asked to wait until everyone has arrived before being admitted. Entry after your slot is at the discretion of our management, and you may be denied entry with no refund or reschedule. If we are able to accommodate latecomers, you may miss parts of the guided Journey. Where you receive part of the experience through late admission, you will not be entitled to a refund save as we may determine at our discretion.
The guided Journey and the Village Square: The first part of your visit — the guided Journey — follows a timed, sequential route and takes up to two hours. You may not return to areas of the Journey you have already passed through. After the Journey, the Village Square is free-flow and you are welcome to stay until closing. Once you leave the Event site, we are unable to re-admit you, and we cannot reschedule you to another date or time.
Staff instructions: You and your party must comply with all instructions from our staff, along with applicable health and safety rules and any security requirements. For security reasons, people, bags and other property may be searched as a condition of entry. Certain items are prohibited (see Section 5). In exceptional cases our staff may refuse entry to, or remove, any individual if, in their reasonable opinion, that person’s presence creates a health, safety or security concern, or considerably lowers the enjoyment of other guests, or whose conduct is contrary to the spirit of the Event (including through intoxication).
Child and Adult requirement: Each booking must contain at least one Child and one Adult aged over eighteen (18). You will not be permitted access on your visit date unless at least one Child and one Adult aged over eighteen (18) are in attendance.
Vehicles and personal belongings: You are responsible for your own personal belongings and those of your party. We cannot accept responsibility for any lost, stolen or damaged items, except where caused by our negligence. If you lose an item during your visit, you will not be permitted to re-enter to search for it without a valid ticket. Lost property found by our staff will be held for a maximum of 30 days after the final day of the Event, after which unclaimed items may be disposed of or donated. We may, at our discretion, return found items by post at your reasonable cost.
CCTV: We use CCTV cameras to support the safe running of the Event. We make no representation as to the extent of coverage. Please also see our Privacy Policy at [privacy policy link].
In an emergency, we may need to act quickly to protect the health, safety or wellbeing of any person under 18 attending the Event (an Infant / Child). This may include arranging or consenting to urgent medical treatment where appropriate. To help us act in a child’s best interests without delay, the responsible adult attending with the Infant/Child must:
• act in loco parentis (meaning they have the authority to make decisions for the Infant/Child while at the Event);
• have been authorised by the Infant/Child’s parent or legal guardian to make decisions on their behalf in emergencies, including decisions relating to medical treatment; and
• remain contactable at all times during the Infant/Child’s attendance, via the phone number provided at booking.
If we are unable to contact the responsible adult or obtain instructions in time, we may take such action as we reasonably consider necessary to protect the Infant/Child’s health and safety.
By purchasing tickets or attending, you acknowledge the investment we have made to create this experience (the Experience), built around our original story, The Christmas Mice, and its hand-drawn illustrations. You agree not to infringe, replicate or interfere with any of our intellectual property rights, or use any part of your visit for any commercial purpose, without our prior written approval. If you see or hear of anyone not acting in the spirit of these Terms, please notify our staff.
Infant, Child and Adult: We appreciate that not all families are the same, but for the purposes of these Terms: a “Child” is someone aged 2 to 15 years; an “Adult” is someone aged 16 years or over; and an “Infant” is someone aged under 2. Infants attend free of charge on ‘observer’ status (they do not receive a gift or take part in the activities). These ages relate to the attendee’s age at the time of visiting, not at the time of booking. We reserve the right to request proof of age. [v0.2 change: “Child” was 3–15 and “Infant” was 2 and under. Updated to Child 2–15 / Infant under 2 so a two-year-old can hold a Morning Journey ticket under the new 2–10 age range — confirm with legal before publication.]
We reserve the right, at our discretion, to (i) offer a “Child” ticket to an Adult (for example, where an Adult does not have legal capacity); and (ii) grant “Disability Companion” tickets to those supporting guests with disability or accessibility needs, subject to such evidence as we may reasonably request. By purchasing an Infant or Child ticket, you confirm you are the parent, legal guardian or nominated guardian of that Infant or Child.
Bookings travel together: All tickets under one booking reference comprise a single booking and will be treated as one group at the Event — including bookings made up of multiple families. We cannot split a booking into separate groups before or during the Experience, including when visiting Father Christmas. Everyone on one booking reference travels through the guided Journey together at the same time.
Gifts: Each full-paying Child on a Morning Journey or Day Journey ticket receives a gift from Father Christmas (the Gift). The Gift is collected from Father Christmas’s Toy Stalls near the village exit, in exchange for the token issued at the Father Christmas Lodge. Each full-paying Child on a Day Journey ticket also receives a gift at each of the two shows — the Secret Sorting House and the Mouse Registry — which are treated as Gifts under these Terms. The nature and value of each Gift is at our absolute discretion and may be the same for every child and may change at any time. We cannot facilitate Gift-swap requests, and outside items cannot be given out during the visit to Father Christmas. Guests on Adult, Infant, Disability Companion and Evening Journey tickets do not receive a Gift. Gifts can only be obtained at the Event and cannot be collected afterwards or posted.
Timing and characters: The timing and sequence of the activities that make up the Experience is at the sole discretion of our management. We strive to make every visit a happy one, but we cannot be liable for distress caused by circumstances beyond our control (including weather and special effects such as lighting, sound and scent), nor for any emotional distress or disappointment caused by the role-playing of characters (including if any Child or Adult loses their belief in Father Christmas as a result of visiting). The appearance and availability of characters may change, and we reserve the right to amend or withdraw character appearances where we deem it appropriate, using reasonable endeavours to maintain the overall quality of the Experience.
We reserve the right to refuse ticket allocation (or cancel tickets already issued), refuse admission, remove individuals without a refund, and ban individuals from entry where we reasonably determine they pose a danger to others or that their presence lessens, or is likely to lessen, the enjoyment of others. Failure to follow any of the rules below or elsewhere in these Terms may also result in removal.
No smoking or vaping: As a children’s experience, smoking, vaping and the use of e-cigarettes are not permitted anywhere at the Event.
Prohibited items: It is prohibited to bring any weapons, fireworks, smoke bombs, illegal substances, or any other items we deem a potential threat to others or to their enjoyment. We carry out bag checks (including children’s bags) on entry.
Food and drink: With the exception of bottled water, outside food and drink is not permitted, save that we may permit a guest with an allergy to bring their own. During the Experience, including the shows, children may handle activity and craft materials; if you have any concern about these materials (whether due to an allergy or otherwise), you must notify our staff before entering. We are not responsible for cross-contamination by members of your party or other guests. Food and drink purchased at the Event may only be consumed on site.
Dress for the weather: Parts of the Experience take place outdoors on Shepherd’s Bush Green. Please dress warmly and wear suitable footwear, and be aware of naturally occurring conditions underfoot in cold weather, such as wet or uneven ground.
Pets and assistance dogs: Pets and other animals may not be brought to the Event except with our permission. Assistance dogs that meet the criteria of the Equality Act 2010 are welcome; please notify us at least 7 days in advance where reasonably possible so we can make appropriate arrangements. Our staff cannot provide care for assistance dogs. Emotional Support Animals do not qualify as assistance dogs under the Equality Act 2010 and are not permitted.
Accessibility: Parts of the site are outdoors and the ground may be uneven. The entire event has step-free routes, and we offer quieter sessions to support those with SEND requirements. An accessibility guide is available [here]. It is your responsibility to check whether the Experience is suitable for you or a member of your party before attending.
Children to be accompanied at all times: Children must be accompanied at all times by at least one Adult aged over eighteen (18) in their party, and must remain under their supervision throughout the visit.
Storage facilities: Due to the nature of the Experience, we do not allow buggies inside the site. You will be directed to the Buggy Park, where you may leave your buggy until you have exited the site. These are left at your own risk, and we hold no responsibility for any such items. Guests cannot leave unattended luggage or large personal possessions anywhere on site (including the Buggy Park).
Be kind to our staff: Our staff are very important to us. Please be respectful to them, in person and in any written or verbal contact. We do not tolerate abusive or aggressive behaviour or any form of harassment; such behaviour will result in removal from the Event without readmission, potentially including in subsequent seasons. Our staff may refuse a request that, in their reasonable opinion, is not appropriate or justified.
Non-professional photography and video recording is permitted for non-commercial use only. We do not supervise photography by guests, and we cannot be responsible if you or a member of your party appears in another visitor’s photograph or recording that is later published or shared, including on social media.
You should be aware that we may carry out photography and video recording, including CCTV, while you are at the Event, and we may use certain images for promotional purposes, which may include your image or those in your party. If you do not wish to be filmed or photographed, please contact us before your visit and make this known to staff at the Event.
During your visit, our team takes an official photograph at the Father Christmas Lodge. One official photograph is included per booking (including where the booking contains multiple families); further images may be available to purchase. It is your responsibility to collect or download your photograph within the period specified at the Event; we are not responsible for photographs that are not collected.
Ticket prices are as quoted by us at the time of sale and include VAT unless otherwise stated. Ticket prices for the 2026 season are: Morning Journey: £30, Day Journey: £60 and Evening Journey: £15, for both Adult and Child tickets.
We reserve the right to change prices at any time, but changes will not affect orders for which we have already sent a Booking Confirmation, save in the case of an obvious error or mistake (as reasonably determined by us). We reserve the right to deem invalid any ticket obtained in breach of these Terms or resulting from a printing, production or other error.
Payment must be made by valid credit or debit card, subject to the payment terms we notify at the point of payment. All bookings may be subject to an additional booking fee, which reflects non-recoverable administrative and processing costs and is non-refundable.
Tickets: Your tickets are issued digitally as QR codes by email and via your online booking account through our Ticket Partner LiveIt. You will not receive tickets by post. Tickets are non-transferable to another person without our written permission.
Changing your date: Tickets are transferable to another day up to seven (7) days before your scheduled visit, strictly subject to availability, by contacting us. A transfer will incur an administration fee. If you transfer to a higher-priced ticket or session, you must pay the difference. Tickets cannot be transferred or rescheduled to another season.
Refunds and your cancellation rights: Tickets and booking fees are generally non-refundable except as set out in these Terms. Tickets are sold for leisure services provided on a specific date. Under Regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day ‘cooling-off’ cancellation right does not apply. This means that once your booking is confirmed, you do not have a statutory right to cancel within 14 days.
Goodwill cancellation policy: without prejudice to your statutory rights, we may offer a discretionary goodwill refund where you cancel within seven (7) days of purchase, provided the Event has not taken place, the tickets have not been used, and your booking was placed before 1 November 2026. No discretionary goodwill refunds will be offered for tickets purchased after this date. Booking fees are non-refundable. This policy is offered voluntarily and may be withdrawn or amended for future bookings; it does not replace or limit your statutory rights.
We shall not be liable to reimburse you for any expenses or other costs incurred (including travel, parking or childcare), except where such liability cannot be excluded by law. No refund will be issued if you miss or are late for your scheduled visit without rescheduling in accordance with this Section. We may refund you or issue replacement tickets where, in our reasonable opinion, a customer-service issue warrants it, or where we are in material breach of these Terms or required to do so by law. Refunds will be made using your original payment method. Nothing in these Terms affects your statutory rights as a consumer.
Cancellation protection: At the point of purchase you may add ticket cancellation protection provided by LiveIt, which covers guests who are unable to attend due to accidents or unexpected illness, subject to that provider’s own terms (see [provider link]). Supporting evidence will be required. The protection is administered by a separate company; we have no involvement in, and cannot influence, individual refund decisions. Protection fees are non-refundable, including where we cancel the Event, and cannot be added to a booking after purchase.
Community Day: On Saturday 28 November 2026 we make a limited number of free tickets available to families in the immediate Shepherd’s Bush area, and to local charities and local businesses. [exact eligibility area and how locals claim]. Free Community Day tickets are non-transferable and non-refundable.
We will always endeavour to deliver a warm and memorable visit, but the words and actions of Father Christmas and other characters are delivered live and may vary. Father Christmas may not refer to every detail about a child, and we cannot be held accountable for the accuracy of any information you or your party provide. If there is sensitive information you would like our team to be aware of before your visit (for example, an illness or bereavement), please contact us in advance so we can handle it with care.
We reserve the right to change, postpone or cancel the Event at our absolute discretion (including for health, safety or security reasons). We will use reasonable endeavours to notify you and keep you informed. We recommend you check the Website before travelling to avoid wasted travel costs.
If the Event is postponed or cancelled in a way that affects the date of your tickets (including due to a Force Majeure Event — see Section 11), you may choose between: (i) ending your contract with us and receiving a full refund for tickets paid for but not used (excluding booking fees, cancellation protection and any postage); or (ii) requesting equivalent ticket(s) of the same value for an alternative date, subject to availability, in the following season.
Except as set out in this Section (and subject to Sections 11 and 12), we will have no liability for changing, postponing or cancelling the Event, including for personal arrangements or expenditure, loss of enjoyment, disappointment, emotional distress, or any indirect or consequential loss, where the Event is delivered substantially as described. We may also cancel and withdraw tickets for any serious or persistent breach of these Terms, in which case no refund will be paid and we may restrict future bookings.
We will not be liable for any failure or delay in performing our obligations arising out of any of the following (each a Force Majeure Event):
• strikes, lock-outs or other industrial action;
• civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war, armed conflict, or imposition of sanctions;
• acts of God, fire, explosion, storm, snow, flood, earthquake, contamination, disease, epidemic, pandemic or other natural disaster;
• failure of public or private telecommunications networks;
• the acts, decrees, legislation, regulations or restrictions of any government, including lockdown restrictions or closures;
• high winds or other extreme weather requiring closure of the site for the safety of staff and guests; or
• any other events or causes beyond our reasonable control.
We will take reasonable steps to keep you informed. If there is a risk of substantial delay to your access to the Event due to a Force Majeure Event, you may contact us to request a transfer or refund of your tickets.
Subject to this Section, our total liability to you for any loss or damage you suffer as a result of our breach of these Terms or negligence shall be limited to the greater of: (a) the total price paid by you for your tickets; and (b) [liability cap figure tbc].
We will only be liable for loss or damage that is a foreseeable result of our breach or negligence. To the maximum extent permitted by law, we will not be liable for: loss of data, profit, revenue, business or opportunity; loss of goodwill; disappointment or emotional distress; or any indirect, consequential or special loss. We shall not be liable for loss of or damage to personal property unless caused by our negligence.
Nothing in these Terms excludes or limits our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any liability that cannot be excluded or limited by law.
Despite every effort, things may occasionally not go to plan. If you have a complaint about the Event or the Experience, please tell our staff at the Event in the first instance. Complaints about something purchased at the Event (retail, food or drink) must be resolved on site, as we cannot resolve product issues once you have left.
For complaints about your tickets or attendance, please contact us at hello@londonchristmasvillage.com. Only the Lead Booker may make a complaint relating to their booking. Please include the booking name, reference number and date of visit, and notify us in writing as soon as possible and in any event within thirty (30) days of your visit. We will acknowledge your complaint and, where appropriate, pass it to our guest-relations team; you may request one escalation, whose decision is final. Nothing in this section limits your statutory rights.
If any of these Terms is found to be invalid or unenforceable, that provision will be severed and the remaining Terms will continue in full force. These Terms constitute the entire agreement between us in relation to their subject matter and supersede any prior arrangement. We may transfer our rights and obligations under these Terms to another organisation, and will tell you in writing if this happens; you may only transfer yours with our prior written agreement. These Terms are between you and us, and no other person has any right to enforce them. If you breach these Terms and we take no action, we do not give up our rights in respect of that breach.
When we need to communicate with you in writing, we will use the email address you provide. All notices you give us must be sent to hello@londonchristmasvillage.com. Notices by email are deemed received at the time of transmission, and by post forty-eight (48) hours after posting.
These Terms, and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims), are governed by and interpreted in accordance with the law of England and Wales. You may bring legal proceedings in the courts of the part of the United Kingdom in which you live. We may bring legal proceedings against you in the courts of the part of the United Kingdom in which you live.
LIVE IT is a technology partner providing ticket fulfilment services.
The LIVE IT Terms & Conditions and Privacy Policy apply to bookings made using the LIVE IT platform.