1. Winter Glow tickets are not refundable under any circumstances. Winter Glow is not able to give refunds to those who cannot attend due to extenuating circumstances such as illness or unforeseen accidents/incidents. Tickets will not be refunded if you do not attend the booked event.

2. In the event of cancellation by the organiser due to unsafe weather conditions, ticket holders will be offered the next available session. If the event is forced to close due to any government imposed restrictions or lockdowns, then any tickets for dates affected will be rolled over to the follwing year and we will be in touch in January by email.

If you catch covid and are unable to attend you will be required to provide a copy of your NHS email confirmation of a positive test. Without this our customer service team will not be able to assist you. We will then swap your tickets for the next available night with a minimum of 5 days from your original booking and will send a new booking confirmation with your new date by email.

If Winter Glow has closed before your isolation period has ended, your tickets will then be rolled over to the following year.

 3. An order for tickets is not complete until accepted by Winter Glow. We try to ensure all prices are accurate but errors may occur. If we discover an error in the price of tickets you have ordered we will inform you as soon as possible and we may either cancel the order (in which case you will be refunded the ticket price and any booking, transaction or supplementary fees you have paid) or give you the option of confirming your order at the correct price.

4. Always check your tickets upon receipt and advise us promptly of any errors. Mistakes when ordering cannot always be corrected and any corrections are discretionary.

5. Tickets cannot be transferred, or refunded once purchased, however by creating a customer account can be exchanged for a different date up to 7 days prior to the original ticket date.

6. Decisions to change or cancel events are the responsibility of the Organiser and they cannot guarantee to inform you of any change or cancellation of  any event or be held responsible for refunds or for any resulting costs you may incur for travel, accommodation, any other related goods or service or other compensation.

7. You will need to comply with health and safety rules and any security requirements (including security searches for the safety of those attending the event). The venue or the Organiser will have rights to refuse admission or eject you in certain circumstances and these are likely to include if you are involved with abusive, threatening, drunken or other anti-social behaviour, or carry offensive weapons or illegal or prohibited substances or make unauthorised audio, video or photographic recordings. 

8. Before you finalise your booking, please read all the information that applies to the activity and/or ticket. If you or any member of your party has particular requirements please raise these when booking and we will endeavour to address your query. There can be no guarantee that requirements can be met if notified at the event.

9. We will always respect your privacy and any personal communication between you and ourselves. 

10. If required by any government legislation, the contact details you provide may be passed to the NHS test and trace team, if they make a request of the data controller. This is to enable them to notify you of potential exposure to Covid-19.

11.  The Rules and Regulations of the venue, event organiser or promoter for which this ticket was purchased must be adhered to.

12.  Although we will do our best to keep you informed of any cancellation, it is the ticket holders' responsibility to establish whether an event has been cancelled and the date and time of any rearranged event.

13.  Venue management and/or the Organiser reserve the right to refuse admission and may conduct security searches on entry. Should you be refused entry for any reason, including but not limiting to how you are dressed, we are not liable to refund you for the ticket you have purchased.

14.  You are advised to adhere to your entry time. Event ticket holders may not be admitted after their booked session.

15.  There is no obligation to refund monies or exchange tickets if management alters or varies the programme due to events or circumstances beyond its control.

16.  There is no obligation to refund monies or exchange tickets should an event organiser subsequently offer any discount or promotion that makes tickets available at a price lower than that previously paid by any customer.

17.  Should you have a complaint about an event that has taken place, we will take this up with the event organiser provided you have contacted us within 3 days of your visit. We cannot guarantee any outcome.

18.     Unsubstantiated claims and any verbal language deemed threatening and inappropriate, whether that be via face to face, on the phone or over email, will not be tolerated and all communications will be ceased. 

19.  Tickets are not transferable, and may not be resold.

20.  Laser pens, dogs (except guide dogs & on dog friendly sessions) and patron's own food and drink are prohibited (unless for nedical reasons).

21.  The event organiser accepts no responsibility for any personal property, left anywhere in the venue.

22.  Ticket holders consent to filming, sound recording and photography as visitors.

23.  All of these terms and conditions are governed by English law.

24.  Certain tickets may be restricted to a maximum number per person. We reserve the right to cancel tickets purchased in excess of this number.

25.  We reserve the right to cancel any tickets we believe to have been purchased fraudulently.

26.  Our Privacy Policy forms a part of our T's and C's

27.  Winter Glow does not accept any liability for any losses or claims arising from any inability to access the website, any interruption or any failure to complete a transaction.

28.  The customer accepts full responsibility for all contact information on their customer account and must ensure it is updated when necessary. Winter Glow accepts no responsibility for information not received by the customer due to out of date contact information. Please note, contact information can be updated through by accessing your customer account.

29.  For any other queries or help, please click here