MyLapland LaplandUK

LaplandUK
Ticket Terms & Conditions – (last updated March 2026) 

These terms and conditions set out the terms on which Lapland Live Limited, as applicable, (we/us/our) supply tickets and/or permit attendance to our magical LaplandUK events (Terms). By purchasing a ticket, or by entering or attending a LaplandUK 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 an 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 to an Event. 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. 

If you do not accept these Terms, you will not be able to purchase tickets to, or attend, our LaplandUK events. We recommend that you print a copy of these Terms for future reference. 

1 Overview 

1.1 Where are the LaplandUK venues? 

We currently operate two LaplandUK events (Event(s)) in the UK.
• our London Event, which is located at Whitmoor Forest, Swinley Rd, Winkfield Row, Ascot, Berkshire, SL5 8BD; and
• our Manchester Event, which is located at Capesthorne Hall, Siddington, Cheshire, SK11 9JY. 

1.2 Who am I contracting with? 

Lapland Live Limited, a company incorporated in England and Wales with company number 07135679 and with registered office at 15 Bedford Street, Covent Garden, London, United Kingdom, WC2E 9HE. 

1.3 How is the contract formed between you and us when booking tickets? 

You can only purchase tickets to an Event if you are aged eighteen (18) years or older. By placing an order, you warrant and represent that you are aged eighteen (18) years or over and can enter into legally binding contracts. 

When you submit a request for tickets (for example, by completing a booking through www.laplanduk.co.uk (the Website)) this constitutes an offer by you to us to purchase a visit to the applicable Event. All offers by you are subject to acceptance by us. 

Your contract will come into existence at the time your booking is completed. Subject to Section 8, your booking is completed when you see a “Booking Confirmation” page on your screen. We will send you an email which will confirm your booking and include the relevant ticket QR codes for you and each member of your party. Ticket QR codes are your digital tickets and must be shown at the Event in order to gain access for you and each member of your party. The email will also include a link to your ‘My Lapland’ account as well as a summary of your booking. 

All tickets you purchase are for personal use only, by you and those in your party. You and your party must not re-sell or transfer any tickets to the Event(s), or attempt to do so. We reserve all rights in relation to any breaches of this restriction, including the right to cancel any ticket(s) you have purchased, or sought to purchase, without prior notice and without refund, compensation or other liability. 

The named person on the booking, also known as the “Lead Booker”, will be the one who holds authority and responsibility for the booking. Cancellation and amendment requests to tickets can only be made via the Lead Booker. The Lead Booker 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 one Child. Please see Section 4 for how we define “Child” and “Adult”. 

2 Admission and right of entry 

Tickets: Tickets issued to you are required for entry to the applicable Event. Please take care when purchasing tickets to an Event to ensure that you are purchasing tickets for your desired LaplandUK venue (ie London or Manchester).  It is your responsibility to ensure that your booking details are correct at the time of purchase. If you notify us promptly after booking of an error in date, time, or venue selection, we will use reasonable endeavours to amend your booking, subject to availability, or offer a refund less a reasonable administration fee to reflect costs incurred. Bookings are non-transferable between venues and must be used for the venue specified at the time of booking. If you attend an alternative venue to the one stated on your booking, you will be denied entry with no refund or ability to reschedule.  

Our management reserve the right to refuse entry to you and all other guests included on your booking if you do not each present a valid ticket for entry.  We may issue you with printed invitations as part of your LaplandUK pack. These invitations are not required for, nor are they valid for, entry to the Event. 

Arrival: You must arrive at the Event at least 30 minutes prior to your scheduled entry time. If some of your party is late, all members of your party may be asked to wait until everyone has arrived before being admitted into the experience. Entry to the event after this time is at the absolute discretion of our management, and you may be denied entry with no refund or ability to reschedule. If we are able to accommodate latecomers, this may well mean that you and your party may miss out on elements of the performances and activities.  If you receive any part of the Lapland Experience (for example, through late admission), you will not be entitled to a full or partial refund of your ticket price(s), save as we may determine in our absolute discretion. Where admission is not possible due to late arrival, such that you do not receive any part of the Experience, we will consider requests for a partial or full refund on a case-by-case basis at our absolute discretion.  

No readmission: The Event is a one-way linear flow of guests. You will be unable to return to areas of the Lapland Experience you have previously passed through including the car park. In the event you, or your party need to leave the Lapland Experience, we will be unable to readmit you into the Event and will be unable to reschedule you to another date or time. 

Staff instructions: You and your party must comply with all instructions from our staff at the Event, plus applicable health and safety rules and any security requirements in place and as may be notified to you from time to time. For security reasons people, bags and any other property may be searched as a condition of entry. Please note in particular that certain items are prohibited from being brought into an Event (see Section 5 below). In exceptional cases, our staff reserve the right to refuse entry to individuals to the Event or remove those who have already been admitted if, in their reasonable opinion, the presence of those individuals is likely to create any health and safety or security concerns or considerably lowers (or is likely to lower) the enjoyment of other guests. Equally, we reserve the right in our reasonable discretion to remove any attendee whose conduct is contrary to the spirit of the Event (including through intoxication or otherwise) or the Event rules, as set out in these Terms or otherwise notified to you.
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 to the Event on your visit date unless there is at least one Child and one Adult aged over eighteen (18) in attendance. 

Vehicles and personal belongings: We take no responsibility for damage caused to any vehicle using an Event car park and no guarantee is given to the security of your vehicle or any contents, or those of any in your party. Vehicles are parked entirely at the owners’ own risk. Nothing in this clause excludes liability for damage caused by our negligence. 

You are responsible for your own personal belongings, and those of your party, while attending the Event. We cannot accept responsibility for any lost, stolen or damaged items. If you lose an item during the Event, you will not be permitted to re-enter the venue to search for it without a valid entry ticket for the relevant day. Any re-entry will be subject to our standard ticket terms and conditions. Items found by our event staff at an Event will be transferred to our head office after the Event closes for the day. All lost property (regardless of value) will be held for a maximum of 30 days following the final day of the Event. After this period, any unclaimed items may be disposed of or donated to charity. At our discretion, we may agree to return found items to you by post or other delivery service. If we do so, we reserve the right to charge you the reasonable costs of packaging, postage and delivery. Once an item has been dispatched, we are not responsible for any loss or damage occurring in transit. 

CCTV: We use CCTV cameras to support the safe running of our Events. We do not make any representation as to the extent of coverage provided by any of our CCTV cameras.  Please also see the Lapland Privacy Policy here. 

3 Children and Emergencies

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 ensure we can act in a child’s best interests without delay, the responsible adult attending the Event with the Infant/Child must: 

  1. a) actin loco parentis(meaning they have the legal authority to make decisions for the Infant/Child while at the Event); 
  2. b) have been authorised by the Infant/Child’s parent or legal guardian to make decisions on their behalf in emergency situations, including decisions relating to medical treatment; and
  3. c)remain contactable at all timesduring the Infant/Child’s attendance at the Event via the phone number provided in the ticketing system. 

If we are unable to contact the responsible adult or obtain instructions such person in time, we may take such action as we reasonably consider necessary in the circumstances to protect the Infant/Child’s health and safety.  

4 The Lapland Experience 

By purchasing tickets or attending an Event, you expressly acknowledge the investment we have made to create and bring this high-quality experience to you and your family and friends (Lapland Experience). You also agree that you will not do anything to infringe, replicate or interfere with any of our intellectual property rights or use any part of your experience at an Event for any commercial purpose without our prior written approval. While we aim to give you a consistent Lapland Experience across our locations, naturally there may be some differences between our London and Manchester Events. 

If you see or hear about anyone not acting in the spirit of these Terms, please do notify our staff to help us protect the long-term enjoyment of the Lapland Experience for all our customers. 

Infant, Child and Adult: We appreciate that not all families are the same, but for the purposes of attending an Event and these Terms, a “Child” is someone aged between twelve (12) months and sixteen (16) years old, an “Adult” is someone aged seventeen (17) years or over and an “Infant” is someone aged up to and including twelve (12) months. Infants visit free of charge on ‘observer’ status (ie they do not receive the invitation, any gifts or participate in activities at the Event). We reserve the right to request proof of age and this must be produced on request. Please note that these ages relate to the age of the Adult, Child or Infant at the time of visiting the Event rather than at the time you make your booking. 

We reserve the right in our absolute discretion to: (i) offer a “Child” ticket to an Adult (for example, on proof that an Adult does not have legal capacity); and (ii) to grant “Personal Assistant” tickets to guests who are required to support those attending who have disability or other accessibility support needs. We require evidence of such support status prior to allowing access to the Event to someone who has purchased a “Personal Assistant” ticket (being such documentation or other evidence as we may reasonably request). 

By purchasing an Infant and/or Child ticket, you are confirming that you are either the parent, legal guardian or nominated guardian of the Infant or Child for whom you are purchasing. 

We treat each booking as a separate group and on arrival we will issue each Child with an individual passport for use at the Event. All tickets under the same reference will comprise of one booking – bookings made up of multiple families will be treated as one booking at the event. We cannot split bookings into different groups before or during the experience, this includes when visiting Father Christmas. The number of booked tickets under one booking reference must travel through the experience together at the same time and see Father Christmas together at the same time.  

Gifts: In any family group, each full paying Child will receive a gift from Father Christmas (Gift). The nature of the Gift and its value is at our absolute discretion. The Gift may be the same Gift for every child and may be the same or a similar Gift at each Event (including year on year). Equally, we reserve the right to change Gifts at any time. We are unable to facilitate any Gift swap requests at the Event. Please note that any alternative outside items/gifts/presents/special requests cannot be given out or presented during the visit to meet Father Christmas. 

Gifts can only be obtained by those attending on Child tickets at the applicable Event. Gifts cannot be collected after the Event, nor will Gifts be posted to you or a member of your party (whether at a later date or otherwise). Those attending on Adult, Infant and Personal Assistant tickets do not receive Gifts. 

The timing and sequence of the activities that make up the Lapland Experience at each Event is at the sole discretion of our management. 

We strive to ensure that the Lapland Experience at each Event is a happy and memorable one for you and your fellow guests for all the right reasons, however we cannot be liable for distress caused by circumstances beyond our control (including the weather conditions and event special effects including lighting, sound and scents) nor for any emotional distress or disappointment caused by the role playing of characters (including, if any Child (or Adult) loses his or her belief in Father Christmas for any reason as a result of visiting the Event). The appearance and availability of characters at each Event may be subject to change. We reserve the right to amend or withdraw character appearances without prior notice where we deem it appropriate to do so. In such circumstances, we use our reasonable endeavours to maintain the overall quality of experience at each Event. 

5 Event rules 

We reserve the right to: refuse ticket allocation (or to cancel tickets already issued); refuse admission to an Event; remove individual(s) from an Event without any right to a refund; and ban individual(s) from entry to an Event in the event that we determine in our reasonable discretion that they pose a danger to others (including other attendees and our staff) or that their presence lessens, or is likely to lessen, the enjoyment of others at the Event. Failure to adhere to any of the Event rules listed in this Section 5 and these Terms, may also result in removal from an Event. 

No smoking or vaping: As a children’s experience in a natural forest setting, smoking, vaping or use of e-cigarettes is not permitted anywhere at an Event. 

Prohibited items: It is prohibited to bring into an Event, any weapons, fireworks, smoke bombs, illegal substances or other items or materials which we deem a potential threat to others attending the Event or which will lessen their enjoyment of the Event. To prevent such substances, items or other materials being brought into the Event, we carry out bag checks of all bags (including children’s bags) upon entry to the Event. 

Food and drink: With the exception of bottled water, food and drink from outside the Event is strictly prohibited from being brought into the Event. Where an individual has an allergy we may permit such individual to bring their own food and drink into the Event. As part of a Child’s activity at an Event (for example, assisting Mother Christmas in her kitchen), we may provide ingredients for the Child to partake in the activity. If you have any concerns at all in respect of such ingredients (whether as a result of an allergy or otherwise), you must notify our staff prior to you or any member of your party entering the Event. We are not responsible for any cross contamination of ingredients by members of your party or other attendees when children are partaking in such an activity. Food and drink purchased at the Event can only be consumed on site and cannot be taken outside the Event. 

Dress appropriately: As part of the Lapland Experience at an Event may take place outside and in or near wooded areas, all those who attend are advised to dress appropriately including suitable footwear and be aware of the normal naturally occurring hazards in a wood/forest, such as exposed tree roots in pathways, low hanging branches, mud and puddles. All those who visit must take care to behave appropriately for the duration of their visit at the Event. 

Pets and assistance dogs: Pets or other animals may not be brought into an Event, except with our permission. Assistance dogs must meet the criteria of the Equality Act 2010 and as laid out in the Equality and Human Rights Commissions Guidance 2017. Guests are asked, where reasonably possible, to notify us at least 7 days in advance of your attendance with an assistance dog so that we can make appropriate arrangements in accordance with our duties under the Equality Act 2010. To qualify as an assistance dog under the Equality Act 2010, the dog must be: (a) trained to guide a blind person; (b) trained to assist a deaf person; (c) trained by a prescribed charity to assist an individual with a disability affecting mobility (e.g., epilepsy); or (d) trained to assist someone with another prescribed disability. 

Please note, our staff cannot provide care for assistance dogs. Owners are permitted to bring food and a water bowl for an assistance dog’s comfort, but this will not be provided by us. Assistance dogs are not permitted on the ice-skating rink for safety reasons. You or the relevant member of your party will be responsible for any damage or harm caused as a result of bringing an assistance dog to an Event.
Animals that provide emotional and psychological support to their owners whose health condition does not fit into the prescribed disability category, also known as, Emotional Support Animals (ESA), do not qualify as assistance dogs under the Equality Act 2010 and are therefore not permitted at our Events. Please note, guests attending our Events with an ESA will be refused entry. 

Event accessibility guide: We remind guests using mobility aids that some of our Events are based in a natural forest environment and therefore the terrain can be uneven and some sections steep to negotiate. We can provide a detailed accessibility guide available through customer services – please contact us by clicking here https://kb.laplanduk.co.uk/knowledge/kb-tickets/new  and on the Accessibility Page of our Website. The guide and associated information provide a detailed and realistic view of the Lapland Experience and the services we offer those with accessibility requirements. It is your responsibility or the relevant member of your party to read this information and make an informed decision as to whether the Lapland Experience is right for them. Please note, we are unable to offer wheelchair hire or offer refunds if someone has not checked the suitability of the Event for them or one of their party prior to attending. 

Superstar Day: Our Superstar Day is specifically adapted for accessibility, offering additional support such as quieter performances, and British Sign Language interpreters, on selected sessions. Please do not book onto one of these days if you are not visiting with children or adults with special educational needs or disabilities. 

Skating rink: If you choose to use the skating rink you should take care and show consideration for others and be aware of the dangers inherent in skating. You must adhere to rules set out by our management team relating to the skating rink and other areas, at all times. Without prejudice to Section 14, we will not be liable for any injuries sustained while skating or loss of or damage to clothing/other personal possessions unless such injuries or loss or damage occur as a result of our negligence. Please see here for our skating rules. 

All children up to and including the age of 12 years must be accompanied on the ice skating rink by an Adult aged over eighteen (18) and remain under the control or supervision of such an Adult at all times. Using the skating rink is not recommended for those aged three (3) and under. Wheelchair users are welcome on the ice skating rink, but must be accompanied by another Adult aged over eighteen (18) in the group and motors should be switched off.  Ice skates are provided by LaplandUK and must be worn on the ice-skating rink at all times by guests. You are not permitted to bring your own skates into the event. Guests will be unable to enter the ice skating rink in their own footwear. Under no circumstances can ice skates be worn outside of the ice skating rink area into other areas of the Event. 

Our management team reserves the right to remove those deemed a risk to the safety of others. All access to the skating rink is at the discretion of our management team. 

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 when attending an Event and must remain under their supervision at all times during their stay. 

No storage facilities: Due to the nature of the experience, guests are unable to leave unattended luggage or other large personal possessions at any stage of the experience, all of which LaplandUK hold no responsibility for. 

Be kind to our staff: Our staff are very important to us. Please be respectful to them when visiting the Event and in any written or verbal interaction you have with them before your visit. We do not tolerate any abusive, aggressive behaviour or forms of harassment. Any signs of these behaviours will result in you being removed from the Event without being readmitted on the same or potentially subsequent seasons. You agree that our staff may refuse service in the event that, in their reasonable opinion, they do not feel that a request is appropriate or justified. 

Dress rehearsal/Preview days: If you visit on one of these days, please remember that guests are visiting the Event as part of a discretionary employee benefit and must be known to a LaplandUK employee. Tickets are priced as low as possible to cover the cost of staffing. We ask that guests remain respectful and understanding of the team during their visit. Since this is a dress rehearsal/preview day, we will not be able to offer any form of refund or compensation for issues that may arise on the day. 

6 Intellectual property, photography and video recording 

Non-professional photography and video recording is permitted at the Event. All images and videos must be strictly for non-commercial use only. 

We do not supervise the taking of non-professional photography and video recording at the Event and so we cannot be responsible if you or any of your fellow guests (including any Child or Infant) is featured in any other visitor’s photograph or recording which is subsequently published or distributed in any form, including via social media. 

You should be aware that we may carry out photography and video recording, including the use of CCTV, while you are at the Event and we may wish to use certain images for promotional and related purposes, which may include your image or those in your party. If you do not wish to be recorded or filmed at the Event, please contact us before your visit by clicking here https://kb.laplanduk.co.uk/knowledge/kb-tickets/new and make this known to staff at the Event. 

Guests will have ‘official’ photographs taken during the Lapland Experience by our Event team. These can be collected and purchased at the end of the Lapland Experience. It is guests’ responsibility to collect these at the end of the Lapland Experience. We hold no responsibility for guests not collecting their photos or losing their photo information needed to redeem their photos. Guests must adhere to the ‘download’ period specified at the Event. 

One ‘official’ photograph only is included in your booking (including if there are multiple families in your booking). 

7 Elf Jingles 

‘Elf Jingles’ are the official currency of LaplandUK and can be purchased in exchange for British pounds sterling at an exchange rate of 1 Elf Jingle = £1. 

Customers who have pre-purchased Elf Jingles at the time of booking must provide proof of purchase on the day of the visit to collect pre-purchased Elf currency. Failure to produce proof of purchase will result in the loss of pre-ordered Elf currency. When you purchase Elf Jingles from us online, you have the right to cancel your order within fourteen (7) days from the day after we confirm your purchase, provided that you or others in your party have not used them at the Event. If you wish to cancel your order, please contact us by clicking here https://kb.laplanduk.co.uk/knowledge/kb-tickets/new. 

Elf Jingles can be exchanged back into pounds sterling at the end of your experience before exiting the Event. Elf Jingles carry no residual value and cannot be exchanged for goods or services outside of the Event. Please note that any unused Elf Jingles must be exchanged before exiting the Event. We are unable to refund Elf Jingles once you have left the Event. The value of an Elf Jingle is not transferable to subsequent Events, either at the same location or at other Events, including in different years. It is prohibited to attempt to copy Elf Jingle currency. We accept no responsibility for loss of Elf Jingle currency. Lost Elf Jingles will not be replaced. 

8 Price and payment 

The price of entry to each Event will be as quoted by us from time to time at the time of the sale of your ticket to you and includes VAT unless otherwise specified. 

We reserve the right to change prices at any time, but changes will not affect orders in respect of which we have already sent you a Booking Confirmation, save in the case of an obvious error or mistake (as deemed by us acting reasonably). In the event of such an error or mistake, our determination and decision on how to proceed shall be final and no correspondence will be entered into. We reserve the right in our reasonable discretion to deem invalid any ticket which has been obtained in breach of these Terms or which has resulted from a printing, production or other error (including but not limited to any error(s) on the Website or the purchasing process). 

Payment for all tickets to an Event must be by valid credit or debit card and are subject to such specific payment terms as we may notify to you when you make payment, including which cards we accept. 

All tickets are subject to an additional individual booking fee. All bookings are subject to a postage and packaging fee for the delivery of your invitation pack. This fee is non-refundable, including in the event that delivery has been attempted and is unsuccessful. 

9 Tickets, refunds, invitation packs and cancellation protection 

Tickets: Your tickets will be available to download in your ‘My Lapland’ portal, and you will not receive tickets for an Event via post, or any other means. 

Tickets are non-transferable to another person, without our express written permission. 

Tickets are only transferable to another day up to seven (7) days before your scheduled visit and strictly subject to availability by contacting us by clicking here https://kb.laplanduk.co.uk/knowledge/kb-tickets/new or via your ‘My Lapland’ portal. If you transfer your booking to another day or time, this will incur an administration fee. If you transfer your scheduled visit to a tour in a higher price bracket, you will need to pay the difference in price to be eligible to visit on the chosen date and an additional administration fee will be payable. Tickets cannot be transferred to or rescheduled to another season. 

Refunds: Tickets to an Event and booking fees are generally non-refundable, except as specifically set out in these Terms. Booking fees reflect non-recoverable administrative and processing costs incurred at the time of booking. This is also subject to any rights you may have under any ticket protection purchased when you bought the tickets. 

Tickets are sold for leisure services which are provided on a specific date or during a specific period. 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 to contracts for leisure services provided on specific dates. This means that once your booking is confirmed, you do not have a statutory right to cancel your tickets within 14 days. 

Goodwill cancellation policy and refunds:  Without prejudice to your statutory rights, we may offer a discretionary goodwill refund where you cancel your booking within seven (7) days of purchase, provided that: 

No discretionary goodwill refunds will be offered for tickets purchased after the 30th of September each year.  

Booking fees and postage and packaging fees are non-refundable, as these reflect costs incurred at the time of booking. 

This goodwill cancellation policy is offered voluntarily by us and applies to bookings made while it is published on our website. It may be withdrawn or amended for future bookings. It does not replace or limit any statutory rights you may have. 

We shall not be liable in any circumstances to reimburse you for any expenses or any other costs incurred (including but not limited to travelling costs, car parking costs and childcare costs), except where such liability cannot be excluded under applicable law. No refunds will be issued if you miss or are late for your scheduled visit for an Event without re-scheduling your visit in accordance with this Section 9. See also Section 2. 

We may refund you or issue with replacement tickets where there has been a customer service issue which we believe in our reasonable opinion warrants a full or partial refund. We may also refund you if we consider ourselves to be in material breach of these Terms or we are required to do so by law. 

Unless agreed otherwise by us in writing, refunds will be made using the same means of payment as you used for the initial purchase. 

Nothing in these Terms affects your statutory rights as a consumer. For more information about your statutory rights you may wish to contact Citizens Advice. 

Invitation packs: As part of your booking, you will receive an invitation pack. Delivery by post cannot be guaranteed and may be affected by events outside of our control, especially in geographically remote areas. If we need to arrange an alternative delivery method, we will take steps to notify you in advance. Please check our Website regularly for any service updates, including potential Force Majeure Events (see Section 13) that may affect delivery. If you have not received your invitation pack four (4) weeks before your visit date, please contact customer services by clicking here https://kb.laplanduk.co.uk/knowledge/kb-tickets/new. Please provide your booking reference number, and contact us via your Lead Booker’s email address. Please note, if you receive, and subsequently lose your invitation pack, you may request a replacement pack, however, this may incur a further charge, including our current (large letter) postal charge. 

Please make sure your account and delivery details are accurate and up-to-date. For any changes to your details, please contact us by clicking here https://kb.laplanduk.co.uk/knowledge/kb-tickets/new. We will not be liable for, and you will not be entitled to a refund where delivery is refused, returned, missed, or fails as a result of your failure to provide accurate delivery information (whether physically or via email as applicable), and this includes the postage and packaging fee. Where an invitation delivery address is provided to us at the point of booking and is outside of the United Kingdom, this may incur additional postage charges to reflect the import charges of the destination.  

TicketPlan Cancellation Protection: TicketPlan Cancellation Protection (or such other ticket protection plan as we may offer from time to time) covers visitors (subject to the terms and conditions of TicketPlan) who are unable to attend due to accidents and unexpected illnesses, subject always to the terms of the applicable plan which you purchase. Details can be found here. In all instances, suitable supporting evidence will need to be provided. Please note your booking will not be covered if the relevant Event is operational, but you are unable to attend the Event due to governmental advice or restrictions or similar circumstances outside of our control. TicketPlan fees are non-refundable in all circumstances including being unable to attend due to our cancellation of the event. Such booking refund protection is a service offered by us and administered by TicketPlan on our behalf – TicketPlan is a separate company and is not within the Lapland group of companies. LaplandUK have no involvement in the refund process with TicketPlan and are unable to influence individual refund decisions by TicketPlan. TicketPlan Cancellation Protection can only be added to a booking at the point of purchase. TicketPlan Cancellation Protection cannot be added to a booking or tickets retrospectively. 

10 Donations to Lapland Foundation 

As part of the booking process, we will provide you with the option to donate to our charity, Lapland Foundation (charity number 1210372). We send all donations in full, directly to Lapland Foundation. To find out more about the causes Lapland Foundation is supporting, please see here (portal.laplanduk.co.uk/laplanduk-foundation). If you have any queries about Lapland Foundation and your donation, please contact foundation@lapland.group 

11 Information for Father Christmas 

We will always endeavour to deliver accurate personal information at the time of your Father Christmas visit, however we cannot be held accountable for the accuracy of the information you or any member of your party provide. Please note that you will not be able to change the names of the children on your booking after your booking has been made. 

Information about any children in your party to be shared with Father Christmas can be amended by the Lead Booker up to twenty-four (24) hours before your visit by logging into your ‘My Lapland’ portal. We cannot guarantee that we have received a Child’s personal information for Father Christmas if it has not been entered by the Lead Booker more than twenty-four (24) hours before your visit.
Father Christmas may not mention all or any of the information provided. On your ‘My Lapland’ portal, we provide a list of helpful hints and tips for how to best enter the information, so it is easy for Father Christmas to understand. It is the Lead Booker’s responsibility to read these hints and make sure the information is clear, concise and is relevant to the question. Information will be held and stored in accordance with data protection laws and our Privacy Policy, and can be deleted by request.
If there is sensitive information that you would like Father Christmas to be aware of (i.e. an illness or bereavement), please contact us by clicking here https://kb.laplanduk.co.uk/knowledge/kb-tickets/new.  

12 Changes, postponement and cancellation of an Event 

We reserve the right to change, postpone or cancel an Event in our absolute discretion (including for health and safety or security reasons). We will use reasonable endeavours to notify you and keep you informed about any potential change, postponement or cancellation. We recommend you check our Website regularly (and/or contact us) prior to the day of your departure to avoid any wasted travel plans or costs. 

In the event of postponement or cancellation of an Event affecting the date of your tickets (including due to a Force Majeure Event – see Section 13), you will be entitled to choose between: 

Except as set out in this Section 12 (and subject to Sections 13 and 14), we will have no liability whatsoever as a result of changing, postponing or cancelling an Event including any personal arrangements or expenditure (including travel, accommodation, hospitality or other costs or expenses), loss of enjoyment, disappointment, emotional distress or any indirect or consequential loss, whether incurred by you or another of your party, where the Event and Experience are delivered substantially as described. 

Without prejudice to our other remedies, we reserve the right in the case of any serious or persistent breach of these Terms by you or those in your party to cancel and withdraw any ticket(s) issued to you. In the event of such cancellation, no refund will be paid and we reserve the right to restrict or prevent you from making future bookings and to exclude you from the Event and our future events. 

13 Events outside our control 

We will not be liable or responsible to you or any member of your party for any failure to perform, or delay in performance of, any of our obligations under these Terms arising out of or in relation to any of the following (each a “Force Majeure Event”): 

In relation to any Force Majeure Event, we will take reasonable steps to provide you with all reasonable information and updates regarding a Force Majeure Event and its consequences. 

If there is a risk of substantial delay to your access to an Event due to a Force Majeure Event, you may contact us to request a transfer or refund of your tickets. 

14 Our liability 

Subject to this Section 14, 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 the tickets to an Event; and (b) £500. 

We will only be liable for loss or damage which is a foreseeable result of our breach of these Terms or negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or was contemplated by you and us at the time you purchased the tickets. 

To the maximum extent permitted by law, neither we nor any of our directors, employees or other representatives will be liable for any of the following losses or damage (howsoever arising and whether such losses were foreseeable or not): 

We shall not be liable for loss of or damage to personal property unless such loss or damage is caused by our negligence. 

Nothing in these Terms excludes or in any way limits our liability for: 

15 Complaints 

We accept that, despite every effort being made to ensure you have a trouble free, enjoyable experience at an Event, things may occasionally not go to plan. If you have a complaint in relation to an Event or the Lapland Experience, please inform our staff at the Event in the first instance. If your complaint is relating to something you have purchased at the Event (either retail items or food and beverage) and you are unsatisfied with the product, this must be resolved onsite at the Event. We are unable to resolve product issues purchased at the event once you have left the Event. If you have a complaint in relation to your tickets or attendance at our Event(s), please contact us by clicking here https://kb.laplanduk.co.uk/knowledge/kb-tickets/new. We will attempt to resolve the problem as soon as possible. The Lead Booker only holds the authority to make a complaint relating to their booking. 

When making a complaint by email, please ensure that you provide your booking name, reference number and date of visit. Please detail the nature of your feedback clearly and succinctly as this will help us to investigate and resolve the matter as quickly as possible. You should notify us in writing as soon as possible, and no later than thirty (30) days after your visit. This is to give us a reasonable opportunity to make appropriate enquiries and obtain any evidence which may be required. If you do not follow this procedure, it will make it harder for us to resolve your complaint and this could prejudice any claim that you wish to make. You must, in any event, notify us in writing of any claim within four (4) weeks of the Event ending. 

Upon receipt of your complaint, we will send you an acknowledgement. If appropriate, your complaint will then be passed to our Guest Relations team. Should you be unsatisfied with the response from our Guest Relations team, you have the right to request one escalation. This escalation will be considered by a member of our Guest Relations Management team. Once escalated, the resulting decision of the Guest Relations Management team is final. If we are unable to resolve a complaint to your satisfaction, you may be able to pursue external options to resolve your claim. 

Nothing in this section limits your statutory rights or the applicable legal limitation periods for bringing a claim. 

16 Miscellaneous 

If any of these Terms are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law. 

These Terms constitute the entire agreement between us in relation to their subject matter and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing. We both agree that, save as expressly set out herein, neither party will have any liability for any untrue statement or representation made by it (whether innocently or negligently) upon which the other party relied in entering into these Terms, unless such untrue statement or representation was made fraudulently. 

These Terms will prevail over any inconsistent terms in any other agreement between us or referred to in correspondence or elsewhere and any conditions or stipulations to the contrary are hereby excluded and extinguished.
We may transfer our rights and obligations under these Terms to another organisation. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under these Terms. You may only transfer your rights or your obligations under these Terms to another person if we agree to this in advance in writing. 

These Terms are between you and us. No other person will have any rights to enforce any of its terms. Subject to these terms, we do not need to get the agreement of any other person in order to end this contract or make any changes to these Terms. 

If you breach these Terms and we take no action against you, we will not be considered to have given up our rights in respect of your breach. We reserve our rights and remedies in any situation where you breach these Terms. 

17 Written communications 

When we need to communicate with you in writing we will use the email address that you provide us with. If you do not want us to communicate with you in writing by email, you must tell us. For any changes to your details, please contact us by clicking here https://kb.laplanduk.co.uk/knowledge/kb-tickets/new.  

All notices given by you to us must sent to enquiries@laplanduk.co.uk. We may give notice to you at either the email or postal address you provide to us when placing an order. Notices by email will be deemed to have been received at the time of transmission and, in the case of post, forty-eight (48) hours from the date of posting. 

18 Governing law and jurisdiction 

These Terms, including any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), will be governed by and interpreted in accordance with the law of England and Wales. 

You may bring legal proceedings in respect of these Terms in the courts of the part of the United Kingdom in which you live. This means that if you live in England or Wales, Scotland, or Northern Ireland, you may bring a claim in your local courts. 

We may bring legal proceedings against you in the courts of the part of the United Kingdom in which you live.