London Pumpkin Patch

Late Arrivals Policy

We understand that delays can happen, and we will do our best to accommodate guests who arrive after their booked timeslot. Visitors who arrive within 30 minutes of their scheduled entry time will still be admitted to the event, subject to capacity and operational considerations. Please note that we cannot guarantee immediate entry if the site is at maximum capacity, and guests may be asked to wait until the next available entry window. Unfortunately, arrivals later than 30 minutes after the booked time may not be admitted, and refunds cannot be issued in these cases. We strongly encourage all visitors to plan their journey carefully and allow extra time for travel, parking, and queuing.

Complaints Handling Process

All complaints will be managed in a fair, transparent, and timely manner to ensure visitor confidence and uphold event standards. In the first instance, complaints raised on site will be directed to the nearest steward or member of staff, who will attempt to resolve the issue promptly and courteously. If the matter cannot be resolved immediately, it will be escalated to the Duty Manager, who will log the complaint and provide the visitor with details of next steps. Where appropriate, the Duty Manager may offer a resolution on site (e.g. replacement tickets, relocation, or clear explanation of policy).

For complaints submitted after the event, visitors will be directed to a dedicated customer service email address. All complaints received via email will be acknowledged within 48 hours and responded to in full within 10 working days. Records of all complaints and their resolutions will be maintained for review, to help identify recurring issues and inform future improvements.