Please note that other products and services provided by us (for example our website or apps) may be governed by specific terms or privacy information.

You also confirm you have read and understood our collection and use of your personal data in accordance with our Privacy Policy. We may revise these Terms from time to time (including by amending this page), so please check back regularly, as the latest version will always apply.

Throughout these Terms, the words include, includes, including and in particular are to be understood as if they were followed by the words without limitation.

Part A – LaplandUK Ticketing Term

These Ticketing Terms (“Ticketing Terms”), together with our Privacy Policy and the General Terms at Part C below, set out the terms on which LUK Events Limited (“we/us”) supply tickets to you for visits to LaplandUK’s Christmas themed experience (the “Experience”) at Whitmoor Forest, Swinley Road, Ascot, Berkshire SL5 8BD (or such other location as may be communicated from time to time) (the “Location”). Please read these Ticketing Terms and our Privacy Policy carefully before booking tickets for the Experience, whether you do so via our website at www.laplanduk.co.uk or other application through which we sell tickets to the Experience (the “Website”) or by speaking to our customer services department via email at enquiries@laplanduk.co.uk.

You should understand that by purchasing tickets to the Experience, you and your party agree to be bound by and comply with these Ticketing Terms. If you do not accept these Ticketing Terms, you will not be able to purchase tickets to the Experience. We advise that you print a copy of these Ticketing Terms for future reference.

1. YOUR EXPERIENCE

1.1 It is important to us that you and your fellow visitors enjoy visiting the Experience. LaplandUK is the result of years of investment, innovation and hard work. LaplandUK is an original adaptation of the Father Christmas story and secret world of the Elves, brought together in an immersive theatrical experience of unprecedented scale and quality, told through rich storytelling and interactive activities. The two foundation books ‘The Untold Story of Father Christmas’ and ‘The Secrets of the Christmas Elves’ showcase the original story and underpin the Elven world that has been created. The characters and stories in both books feature in and have inspired elements of the experience.

1.2 By purchasing tickets or attending the Experience, you expressly acknowledge the investment we have made to create and bring this high-quality experience to you and your family and friends. 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 the Experience for any commercial purpose without our prior written approval.

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

1.4 We set out below some important rules which you and your fellow visitors will need to be aware of and comply with:

1. as part of the Experience, we treat each booking as a separate group and on arrival we will issue each child with an individual passport (“Passport”) for use throughout the Experience;
2. of course, we appreciate that not all families are the same but for the purposes of the Experience and these Ticketing Terms, a “Child” is someone aged between 12 months and 16 years old, an “Adult” is someone aged 18 years or over and an “Infant” is someone aged up to and including 12 months. 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 Experience rather than at the time you make your booking;
3. in any family group, each full paying Child will receive a gift from Father Christmas;
4. Infants visit free of charge on ‘observer’ status (i.e. they do not receive the invitation, gift or participate in activities on the day);
5. the timing and sequence of the activities that make up the Experience is at the sole discretion of our management;
6. smoking, or vaping, is not permitted anywhere in the Experience;
7. pets or other animals may not be brought into the Experience (except guide or hearing dogs);
8. as much of the Experience takes place outside in or near wooded areas, all those who visit it 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 are asked to take care to behave appropriately for the duration of their visit to the Experience;
9. those visitors who choose to use the skating rink should take care and show consideration for others and be aware of the dangers inherent in skating. All visitors who choose to use the skating rink must adhere to rules set out by the management team at LaplandUK. 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; and
10. we seek to ensure that the Experience 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) 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 Experience). The appearance and availability of Lapland characters may be subject to change. We reserve the right to amend or withdraw character appearances without prior notice.

2. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

2.1 When you give us your order (for example, by completing a booking form via the Website) this constitutes an offer by you to us to buy a visit to the Experience. All orders by you are subject to acceptance by us. Your contract will come into existence immediately at the time your booking is completed. Your booking is completed when you see a “Booking Confirmation” page on your screen. We will send you an email or letter (the “Booking Confirmation Email”) confirming your booking, together with a link to your ‘My Lapland’ account, which will include a summary of your booking.

2.2 Tickets you purchase are for personal use only. You and your party must not re-sell or transfer any tickets to the Experience (or attempt to do so). We reserve all rights in relation to any breaches of this restriction, including to cancel the relevant tickets without prior notice, refund, compensation or other liability.

3. YOUR STATUS

3.1 You can only purchase tickets to the Experience if you are 18 years old or more. By placing an order, you warrant and represent that you are aged 18 years or over and can enter into legally binding contracts.

3.2 Children must be accompanied at the Experience by the Adults in their party and must remain under their supervision at all times while in the Experience. (Please see clause 1.4b for how we define “Child” and “Adult”).

3.3 Each booking must include at least one full paying Adult and one Child.

4. ADMISSION & RIGHT OF ENTRY

4.1 Tickets issued to you are required for entry to the Experience. Our management reserve the right to refuse entry to you (and your fellow guests) if you fail to present the above when required on entry to the Experience.

4.2 We may issue you with printed invitations as part of your LaplandUK pack. They are not required nor are they valid for entry to the Experience.

4.3 The Experience itself and your visit (and the visits of our other visitors) is set to a strict timetable. Please ensure that you and your guests arrive before your scheduled entry time. At the absolute discretion of our management, entry to the Experience may be refused if you (or your guest(s)

as the case may be) arrive after your allocated entry time. In any event, unfortunately any late entry will mean that you and your guests will miss out on some of the activities.

4.4 You must comply with all instructions from LaplandUK staff at the Location, plus applicable health and safety rules and any security requirements in place from time to time.

4.5 In exceptional cases, our staff reserve the right to refuse entry to individuals to the Experience, 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 lower the enjoyment of other guests. Each booking must contain at least one Child and one Adult. You will not be permitted access to LaplandUK on your visit date unless there is at least one Child and one Adult in attendance

5. INTELLECTUAL PROPERTY, PHOTOGRAPHY & VIDEO RECORDING

5.1 Non-professional photography and video recording is permitted anywhere in the Experience. All images and videos must be for non-commercial use only.

5.2 We do not supervise the taking of non-professional photography and video recording at the Experience 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.

5.3 You should be aware that we may carry out photography and video recording while you are in the Experience and we may wish to use certain images for promotional purposes. If you do not wish to be recorded or filmed, please contact us before your visit at enquiries@laplanduk.co.uk and make this known to staff at the Location.

6. PRICE AND PAYMENT

6.1 The price of entry to the Experience will be as quoted by us from time to time on www.laplanduk.co.uk and includes VAT unless otherwise specified.

6.2 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 Email, save in the case of an obvious error or mistake.

6.3 Payment for all tickets to the Experience 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.

6.4 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 (outside of your 14 day cooling off period ”7.6”), inc. in the event that delivery has been attempted and is unsuccessful.

7. CHANGE/POSTPONEMENT/CANCELLATION OF THE EXPERIENCE

7.1 We reserve the right to change, postpone or cancel the Experience in our absolute discretion (including for health and safety or security reasons).

7.2 We will use reasonable endeavours to notify you and keep you informed about any potential change, postponement or cancellation of the Experience. We would 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.

7.3 In the event of postponement or cancellation of the Experience affecting the date of your tickets (including due to a Force Majeure Event), you will be entitled to choose between: (a) ending the contract you have with us and receiving a full refund for any tickets you have paid for but not used; and (b) requesting equivalent ticket(s) of the same monetary value for an alternative date or time (subject to availability) in the same season.

7.4 Except as set out in clause 7.3 (and subject to clauses 9 and 20), we will have no liability whatsoever as a result of changing, postponing, or cancelling the Experience 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.

7.5 Without prejudice to our other remedies, we reserve the right in the case of any serious or persistent breach of these Ticketing 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 exclude you from our future events.

7.6 You have a legal right to change your mind and receive a refund within 14 days of completing your booking (“2.1”) You do not have the right to change your mind once you have used the tickets for the Experience, even if the 14 day ‘cooling off’ period is still running. You are not entitled to a refund of your initial payment if you cancel more than 14 days after your purchase. Please contact customer services at enquiries@laplanduk.co.uk to discuss your options.

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

8. TICKETS, TRANSFERS AND REFUNDS

8.1 Tickets to the Experience are sold subject to license and are non -refundable, except as specifically set out in these Ticketing Terms. This is also subject to any rights you may have under TicketPlan Protection purchased when you bought the tickets.

8.2 Tickets are only transferable to another day up to 7 days before your scheduled visit and subject to availability by contacting us at enquiries@laplanduk.co.uk , or via your ‘My Lapland’ portal. No refunds will be issued if you miss or are late for your scheduled visit for the Experience without re-scheduling your visit in accordance with clause 8. If you transfer your booking to another day or time, this may incur an administration fee.

8.3 Information about the children for Father Christmas can be amended by the booking Adult up to 24 hours before your visit by logging into your ‘My Lapland’ portal. We cannot guarantee that we have received the children’s personal information for Father Christmas if it has not been entered by the booking Adult more than 24 hours before your visit. We will always endeavor 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 provided. Please note all Child’s tickets are non-transferable. You will not be able to change the names of the children on your booking after your booking has been made.

8.4 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 .

8.5 For more information about tickets and refunds (or to claim a refund in relation to a purchase), please contact customer services at enquiries@laplanduk.co.uk. Please provide your order reference, name, home address, phone number, and email address.

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

8.7 Your tickets will be available to download in your ‘My Lapland’ portal, and you will not receive tickets for the Experience via post, or any other means.

8.8 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 that may affect delivery. If you have not received your invitation pack 4 weeks before your visit date, please contact customer services at enquiries@laplanduk.co.uk. Please provide your booking reference number, and contact us on your lead booker’s email address. Please note, if you receive, and subsequently loose your invitation pack, you may request a replacement pack, however, this will be subject to a current (large letter) postal charge.

8.9 Please make sure your account and delivery details are accurate and up-to-date. For any changes to your details, please contact us at enquiries@laplanduk.co.uk from your lead booker’s email address. 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 fail to provide accurate delivery information (whether physically or via email as applicable), and this includes the postage and packaging fee.

8.10 Tickets and booking fees to LaplandUK are non-refundable. Tickets are also non-transferable to another family, guest or season.

TicketPlan Cancellation Protection covers visitors (subject to the terms and conditions of TicketPlan) who are unable to attend due to accidents and unexpected illnesses. Details of which can be found here. In all instances, suitable supporting evidence will need to be provided.

Please note your booking will not be covered if LaplandUK is open, 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 LaplandUK’s cancellation of the event.

9. OUR LIABILITY

9.1 Our liability for any losses you and/or any of your guests may suffer as a result of us breaching these Ticketing Terms or for any breach of any statutory duty or negligence or otherwise is strictly limited to the total purchase price of your tickets to the Experience.

9.2 Subject to clauses 9.1 and 9.3, 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):

1. loss of data;
2. loss of profit;
3. loss of revenue;
4. loss of business or opportunity;
5. loss of goodwill;
6. disappointment or emotional distress; and/or

any indirect, consequential or special loss,

arising in connection with the Experience or the provision of our services to you.

9.3 Nothing in these Ticketing Terms will exclude or in any way limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation or for any liability which cannot be excluded or limited by law.

10. ELF CURRENCY

10.1 An Elf Jingle is the official currency of LaplandUK and can be purchased in exchange for British pounds sterling at an exchange rate of 1 Elf Jingle = £1.

10.2 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 (Elf Jingles).

10.3 Elf Jingles can be exchanged back into pounds sterling in the Departure Lounge before exiting LaplandUK. Elf Jingles carry no residual value and cannot be exchanged for goods or services outside the Experience. Please note any unused Jingles must be exchanged at departures before exiting LaplandUK, we are unable to refund Jingles once you have left the experience.

10.4 The value of an Elf Jingle is not transferable to subsequent seasons.

10.5 It is prohibited to attempt to copy Elf Jingle currency.

10.6 LaplandUK accepts no responsibility for loss of Elf Jingle currency. Lost Elf Jingles will not be replaced.

Part B – LaplandUK Shop Terms

These Shop Terms (“Shop Terms”), together with our Privacy Policy and the General Terms at Part C below, set out the terms on which LUK Events Limited (“we/us”) supply products to you via the LaplandUK online shop, available at www.laplanduk.co.uk/shop (the “Shop”). Please read these Shop Terms and our Privacy Policy carefully before placing any order for products.

You should understand that by placing an order for products via the Shop, you agree to be bound by and comply with these Shop Terms. If you do not accept these Shop Terms, please do not place an order to purchase products from the Shop. We advise that you print a copy of these Shop Terms for future reference.

11. REGISTRATION / GUEST CHECKOUT AND PLACING AN ORDER

11.1 You can shop with us by creating an account or checking out as a guest user. Creating an account means you will not need to re-type your address or delivery details each time and gives you the opportunity to register for updates and offers from us in accordance with your marketing preferences. However, there is no obligation to create an account in order to shop with us.

11.2 If you create an account, then you can change or update your account details at any time (via the ‘My Account’ area of the Shop). Please keep your account details and password secure and check your details regularly to ensure that your information is up-to-date.

11.3 When browsing the Shop, select the type and quantity of products you require from the Shop and click ‘Add to bag’. As part of the checkout process, you will be given the opportunity to review your basket and details of your order. You will then be asked to provide your contact details, delivery / billing address and payment information before placing your order.

12. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

12.1 When you place an order to purchase products from the Shop, this constitutes an offer by you to us to buy products from the Shop. All orders by you are subject to acceptance by us, and we will confirm our acceptance of your order by sending you an email that confirms that your order has been successful (the “Order Confirmation Email”). The contract between us for purchase of products from the Shop (the “Contract”) will only be formed when we send you the Order Confirmation Email.

12.2 We reserve the right, at any time prior to sending the Order Confirmation Email to you, to refuse any order or any part of an order, or to require further or better information to enable us to evaluate or process the order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline.

12.3 You can only purchase products from the Shop if you are 18 years old or more. By placing an order, you warrant and represent that you are aged 18 years or over and can enter into legally binding contracts.

13. OUR PRODUCTS

13.1 The images of the products and packaging on our website are for illustrative purposes only. Your product and packaging of the product may vary slightly from those images.

13.2 If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.

14. DELIVERY

14.1 The price of delivery will be as quoted by us from time to time in the Shop or the ‘Deliveries and Returns’ page on our website, available at https://www.laplanduk.co.uk/shop/our-delivery.

14.2 Unfortunately, we do not currently deliver to addresses outside the UK.

14.3 We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.

14.4 a. Delivery by post 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 the steps to notify you in advance. Please check our website regularly for any service updates, including potential Force Majeure Events that may affect delivery. For any issues relating to a delivery of your order, please contact elfemporium@laplanduk.co.uk. Please provide your order reference, and contact us on the email used to confirm your purchase.”

14.4 b. We are unable to cancel, or refund, an order that has been exchanged with the relevant courier and is in the postal system, or out for delivery. If you require a refund, or wish to cancel this order, you must follow the returns process outlined in clause 17.

14.5 Please make sure your delivery details are accurate and up-to-date. For any changes to your details, please contact us at enquiries@laplanduk.co.uk, or visit the ‘My Account’ area of the Shop. We will not be liable for, and you will not be entitled to any 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).

14.6 You will own a product you have ordered once we have received payment in full. The product(s) you have ordered will be your responsibility from the time we deliver them to the address provided to us.

15. PRICE AND PAYMENT

15.1 The price of the products will be as quoted by us from time to time in the Shop and includes VAT unless otherwise specified.

15.2 You must pay for the products when you place the order to purchase products from the Shop.

15.3 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 an Order Confirmation Email, save in the case of an obvious error or mistake.

15.4 Payments for products purchased from the Shop 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.

16. ENDING THE CONTRACT

If you have changed your mind

16.1 You have the right to change your mind and receive a refund within 28 days of the date you receive the products.

16.2 To exercise your right to cancel, you must inform us of your decision to cancel by email to elfemporium@laplanduk.co.uk. To meet the cancellation deadline, it is sufficient to tell us you want to cancel your order within 28 days of receiving your order.

16.3 You must send back the products you wish to return to our Guest Service Centre (for the address, see clause 17.5) no later than 14 days from the day on which you informed us of your decision to cancel. To speed up the processing of your return, please include in your package the delivery note, with the returns information completed.

16.4 You will have to cover the cost of returning the products to us. We will refund you the price paid for the product, but not the costs of the original delivery.

If your product is faulty or misdescribed

16.5 If you have any questions or complaints about a product, please contact us at elfemporium@laplanduk.co.uk.

16.6 We are under a legal duty to supply products that are as described, fit for purpose and of satisfactory quality. Your legal rights entitle you to the following:

16.6.1 Up to 30 days; if your product(s) is faulty, then you are entitled to an immediate refund, or replacement item.

16.6.2 Up to six months: if your product can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.

16.6.3 Up to six years: if your product does not last a reasonable length of time you may be entitled to some money back.

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

17. RETURNS

17.1 We regret that we cannot accept returns of certain products. Where a product is not returnable, we will specify this in the product description in the Shop.

17.2 We reserve the right to refuse to refund or exchange products returned to us that are not in a resaleable condition.

17.3 Refunds will be made via the original payment method, unless otherwise agreed in writing.

17.4 We will make any refunds due to you as soon as reasonably possible, and in any case within 14 days of your telling us you have changed your mind. If you have not received a refund confirmation via email or if you notice the money has not be credited back into your bank account, please email elfemporium@laplanduk.co.uk.

17.5 Please return your products to our Guest Services Centre at:

Core Fulfilment, Returns Department, Unit 1 (Goods In), Orion Way, Orion Park, Crewe, CW1 6NG

18. OUR LIABILITY

18.1 Our liability for any losses you may suffer as a result of us breaching these Shop Terms or for any breach of any statutory duty or negligence or otherwise is strictly limited to £2,000 in relation to any one event or series of events arising from a common cause.

18.2 Subject to clauses 18.1 and 18.3, 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):

1. loss of data;
2. loss of profit;
3. loss of revenue;
4. loss of business or opportunity;
5. loss of goodwill;
6. disappointment or emotional distress; and/or
7. any indirect, consequential or special loss, arising in connection with our provision of our products to you.

18.3 Nothing in these Shop Terms will exclude or in any way limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation or for any liability which cannot be excluded or limited by law.

Part C – LAPLANDUK GENERAL TERMS

These General Terms apply to both Part A and Part B above.

19. WRITTEN COMMUNICATIONS

19.1 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 at enquiries@laplanduk.co.uk .

19.2 All notices given by you to us must be given to LUK Events Limited at 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, 48 hours from the date of posting.

20. EVENTS OUTSIDE OUR CONTROL

20.1 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”):

1. strikes, lock-outs or other industrial action;
2. civil commotion, theft of essential equipment, malicious damage, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, armed conflict, imposition of sanctions;
3. acts of God, fire, explosion, storm, snow, flood, earthquake, nuclear, chemical or biological contamination, sonic boom, subsidence, disease, epidemic, pandemic (including COVID-19) or other natural disaster;
4. impossibility of the use of public or private telecommunications networks;
5. the acts, decrees, legislation, regulations guidance or restrictions of any government, including social lockdown restrictions or closures;
6. high winds or any other extreme weather conditions which necessitate the closure of the Location for the safety of our staff and customers; or
7. any other events, circumstances or causes beyond our reasonable control.

20.2 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.

20.3 If there is a risk of substantial delay to your access to the Experience due to a Force Majeure Event, you may contact us to request a transfer or refund of your tickets as set out in clause 7.3 above.

21. MISCELLANEOUS

21.1 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.

21.2 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.

21.3 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 writing.

21.4 These Terms are between you and us. No other person will have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the Contract or make any changes to these Terms.

21.5 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

22. GOVERNING LAW AND JURISDICTION

22.1 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 English law.

22.2 The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter or formation (including non-contractual disputes or claims)

23. COMPLAINTS

23.1 We accept that, despite every effort being made to ensure you have a trouble free, enjoyable family experience, things may occasionally not go to plan.

23.1.1 If you have a complaint in relation to the Experience, please inform our staff at the Location in the first instance. If you have a complaint in relation to our online Shop, please email elfemporium@laplanduk.co.uk. They will attempt to resolve the problem as soon as possible.

23.2 If, however, an acceptable solution is not found and you wish to take the matter further, please email us (enquiries@laplanduk.co.uk) detailing the full nature of the complaint.

23.2.1. 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.

23.2.2. You should notify us in writing as soon as possible, and no later than 30 days after your visit. This is to give us a reasonable opportunity to make appropriate enquiries and obtain evidence. 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.

23.2.3 You must, in any event, notify us in writing of any claim within 4 weeks of the event concluding.

23.3. Upon receipt of your complaint, our Elf Help Team will send you an acknowledgement. If appropriate, your complaint will then be passed to our Guest Relations team.

23.3.1 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.

23.3.2. Once escalated, the resulting decision of the Guest Relations Management team is final. If we are unable to resolve a complaint to your satisfaction, where appropriate, we will offer you a letter of ‘deadlock’ which will allow you to pursue external options to resolve your claim.

24. INFORMATION ABOUT US

Our services and products are provided by, and you’re contracting with: LUK Events Limited. We are registered in England and Wales under company number 07135679 and our registered office is at Eeko’s Barn, Hever Lane, Hever, Kent, TN8 7ET. Our VAT number is 991 1696 82