Terms & Conditions

Tickets

When purchasing tickets online you are agreeing to our Terms and Conditions.
Customers must read our Questions & Answers page to ensure the event is suitable for them before booking which form part of our terms and conditions and cover procedures in relation to event attendance and cancellations.

Tickets purchased online will be sent via email as a PDF to the email address you used when making the booking. Please print these tickets and bring them with you on the day of your visit. If you are unable to print your tickets you are welcome to show your tickets via phone or tablet on your arrival. 

Customers are advised to check their tickets upon receipt as mistakes cannot always be rectified. Customers should contact the Reindeer Lodge immediately upon receipt if there is a mistake.

Each ticket is valid for admission for the number of people aged 3 or over shown on the ticket. Children aged 2 and under require an Under 3’s ticket which can be purchased on the 2nd page of booking. 

Souvenir photographs, Food and drink, Retail items and other attractions on site are not included in the ticket price and can be purchased separately on the day of your visit.

Please be aware that all children must be accompanied by an adult at all times.

Well behaved Dogs are permitted on site and do not require a ticket. Dogs must stay on a lead with you at all times and adhere to our Dogs Policy outlined on the Accessibility Page.

The price of the ticket shall be the price set at the time the Customer’s order is accepted by the Reindeer Lodge. No order will be accepted until the Reindeer Lodge receives full payment. Tickets may be restricted to a maximum number of visitors per booking.

Tickets purchased online cannot be used in conjunction with any other offer and once booked are non-refundable and do not provide for customer cancellation.

Events Alterations and Cancellations

The Reindeer Lodge reserves the right to make alterations to the published Event program and change or remove animals on display where reasonably necessary. Where the Reindeer Lodge is required to cancel an event we will endeavour, at our operational discretion, to either:

1. Reschedule: Offer customers an alternative date for their visit as soon as it is possible, where a customer is unable to attend any of the dates available for the rescheduled event a refund will be offered in full on commencement of the rescheduled event.
   
2. Refund: Immediately action refunds of the affected ticket purchase price to the customer’s original ticket purchasing method.

Where an Event is cancelled or re-scheduled, The Reindeer Lodge will use all reasonable endeavours to notify the Customer using the details provided at the time of order. The Reindeer Lodge does not guarantee that the Customer will be informed of such cancellation before the date of the Event. Please check our website and social media platforms before travelling that an Event has not been cancelled or rescheduled.

Behaviour

No refunds or compensation of any kind will be offered to Customers who are refused entry or removed from the Venue due to unacceptable Behaviour including breaching the visitor rules, ignoring written warning signs or instructions on-site, damage or vandalism of Reindeer Lodge property, mistreatment of any animals and verbal or physical abuse or aggression towards staff or other visitors.

Customers who either leave during an Event or arrive after their Event ticket time will only be granted admission or readmission to the Event at the discretion of the Reindeer Lodge.

If a Customer experiences any issues or problems with their enjoyment of the event during their visit, the Customer must inform Venue staff immediately as issues cannot always be resolved after the Event.

Liability And Personal Property

All property brought on to the Venue including vehicles are brought at the Customer’s risk and the Reindeer Lodge shall not in any way be responsible for any theft, loss or other damage in respect of such property.

The Reindeer Lodge will not be responsible for any loss, damage, death or injury howsoever caused (other than death or personal injury resulting from the negligence of the Reindeer Lodge) unless the Reindeer Lodge has breached its legal obligations and such loss or damage is a direct and reasonably foreseeable result of such breach.

Personal arrangements including travel, accommodation or hospitality relating to the Event which have been arranged are at the Customer’s own risk.

Liability for the cancellation or rescheduling of an Event, or for material changes to an Event, will be limited to the refund of the purchased ticket price from Reindeer Lodge only.

Digital Imagery

The Customer acknowledges that photographs, filming and recording authorised by the Reindeer Lodge of general atmospheric photos or crowd video backgrounds of the attraction may be captured for future marketing and promotional materials from time to time. The Customer consents to being included in such photographs, films and recordings and the use, reproduction, storage, distribution and broadcasting of such films and recordings (including any copies made) by the Reindeer Lodge without pay. If you identify a photograph or video containing your party on our official social media channels or website that you wish to have removed, please contact our team and we will endeavour to remove it immediately.

The Reindeer Lodge captures Digital images our camera systems inside the grotto that are stored locally on-site only for the duration of that specific event date to allow for immediate retail printing. All digital copies are permanently wiped and deleted from our active storage at the close of each day.Souvenir physical photo prints are produced instantly at the grotto desk. Any physical print-outs that are ultimately not purchased or claimed by customers are securely shredded and permanently destroyed at the end of each business day.

For the ongoing protection of our visitors, team members, property, and our live herd of reindeer, we operate localized security surveillance systems across Black Meadows Farm:

• Site-Wide CCTV: Security cameras are active across public access routes, yards, and trail areas. This CCTV footage is securely stored for up to 28 days, after which it is systematically overwritten, unless actively required for a legal or security investigation.
• Grotto Cameras & Microphones: Each individual Santa’s grotto is equipped with operational cameras and microphones. These live streams are used strictly for real-time event coordination, safety monitoring, and managing crowd flow by our operational team. They are not permanently stored or profiled.

Personal Information

The Reindeer Lodge processes information about you in accordance with our Privacy Policy. By using this Website, you consent to such processing and you warrant that all data provided by you is accurate. Please see our Privacy Policy for further details.If you have any queries please email: info@reindeerlodge.co.uk or write to us at: Reindeer Lodge, Black Meadows, Leeswood, Mold. CH7 4SQ