Our Refund Policy
At Bishop Auckland’s Christmas Town, we aim to ensure your satisfaction. Please review our policy for a smooth experience.
Refund Policy
Christmas Town is mainly outdoors. All attractions have maximum capacities, so queuing will be necessary. Rides and shows may pause or change in severe weather. Please note that the ice rink is synthetic. Children aged 8 and under must be accompanied by an adult on all attractions.
All attractions require all children and adults to have a Pass. Babies aged 2 or under do not need a Pass to join your party on suitable attractions. For Santa’s Grotto, children aged 2 and under may enter but will not receive a gift. If you would like your baby to visit the grotto without an older child and receive a gift, please purchase a Golden Pass for the adults and a 2-and-under Grotto pass.
All sales are final. If the event is cancelled in full you will receive a refund of the Pass price. We cannot give a fixed timeline because refunds may depend on insurance or third party settlement from our suppliers, so they can take time. This policy does not affect your statutory rights.
If we cancel the Event in full
- You are entitled to a refund of the ticket or Pass price you paid.
- Refunds will be processed as soon as reasonably practicable. Where cancellation is linked to an insurance claim or third-party settlement, refunds may only be released once funds are received, which can take several weeks or months.
- Booking fees and delivery charges are non-refundable unless required by law.
If we postpone or reschedule
- Your ticket or Pass will normally be valid for the new date.
- If you cannot make the new date you may request a refund of the ticket or Pass price. Timing of refunds may be affected by insurance as above.
Partial closure, breakdowns and changes
- We may close or withdraw any attraction at any time for safety, maintenance, weather or operational reasons.
- Closing a single attraction or show does not give a right to a partial refund. We will do all we reasonably can to reopen or replace the activity.
- Passes remain non refundable if other attractions are available during your visit.
Temporary full site issues
- If a full site issue temporarily prevents access to all attractions, no refund is due for short disruptions.
- For an extended disruption we may offer either a partial refund or a dated replacement Pass for another day. The choice of remedy will be at our discretion and will reflect the length and impact of the disruption as well as any insurance position.
Weather
- Christmas Town runs in winter conditions and will go ahead in rain, cold or snow where it is safe to do so.
- Weather related adjustments to individual attractions do not give a right to a partial refund.
Exchanges, upgrades and replacements
- Where only one day of the Event is affected, we may offer a replacement Pass for another day instead of a refund.
- Lost or damaged Passes will not be replaced. Where a physical Pass is issued, it must be worn and remain intact.
What is not covered
- Travel, accommodation or any other costs you incur to attend.
- Missed sessions or late arrival for timed activities.
- Changes to running order, performance times or billed artists.
How you’ll hear from us
- If we cancel or materially change the Event we will notify bookers by email and update our website and social channels. Please ensure your contact details are correct at the time of booking.
How to request a refund
- If a refund is available under this policy, please follow the instructions in our email update or contact the ticketing provider from whom you purchased. You will need your booking reference and the original payment method.
Statutory rights
- Nothing in this policy limits your legal rights under UK consumer law.
