Ticket Terms & Conditions

1. Tickets and Admission

• 1.1 Your ticket is only valid for the date and entry time shown on your booking confirmation.
• 1.2 Customers must provide a valid email address and mobile telephone number when booking. Such details may be used to send booking confirmations and further notifications relating to the event.
• 1.3 Tickets must be purchased through an authorised ticketing channel. Tickets obtained through unauthorised resale or transfer may be cancelled without refund.
• 1.4 All children (15 and under) must be accompanied by a responsible adult.
• 1.5 Tickets are only valid when purchased through an authorised Winter Light Experience ticketing channel.
• 1.6 Tickets must not be resold for commercial gain or at a price above their original purchase price. We reserve the right to cancel tickets which we reasonably believe have been resold in breach of these Terms.
• 1.7 You are responsible for providing accurate contact and booking information when placing your order.
• 1.8 Ticket holders may be required to show proof of eligibility for discounts.
• 1.9 Tickets are non-refundable unless ticket holders have purchased Ticket Protection and meet the criteria set out below.

2. Ticket Protection

• 2.1 “Ticket Protection” is an optional add-on purchased at the time of booking and applies per ticket. It allows eligible ticket holders to rebook or request a refund in the circumstances set out below. Ticket Protection is non-refundable once purchased.
• 2.2 The Ticket Protection fee and any booking fees are non-refundable.
• 2.3 Ticket Protection allows ticket holders to rebook subject to the following conditions:
  • a. Rebooking requests must be made no later than 24 hours before the scheduled entry time.
  • b. Tickets may only be rebooked once.
  • c. Rebooking is subject to availability.
  • d. Ticket Protection preserves the amount paid for the original ticket, not the original ticket type or promotional offer.
  • e. If the new ticket(s) cost more than the original booking, the customer must pay the difference.
  • f. If the new ticket(s) cost less than the original booking, no refund or credit will be issued for the difference.
  • g. Promotional prices, early-bird offers, discount codes and special offers cannot be transferred or reapplied to a new booking unless they are still valid at the time of rebooking.
• 2.4 Ticket Protection allows ticket holders to cancel and refund their tickets if they meet one of the following circumstances:
  • a. Accident, injury or illness;
  • b. Death of a member of your party or immediate family member;
  • c. Significant travel disruption, including public transport cancellation or vehicle breakdown;
  • d. Strike, riot or civil disturbance preventing attendance;
  • e. Jury service or other compulsory legal attendance; or
  • f. Severe weather preventing you from reasonably travelling to the event.

3. Health and Safety

• 3.1 Winter Light Experience is an outdoor event and will operate in normal winter weather conditions. Rain, cold and wind will not normally result in the cancellation of the event or entitle customers to a refund.
• 3.2 All visitors must comply with event safety rules, signage and instructions given by event staff or security personnel.
• 3.3 Visitors must remain on the designated paths and within areas open to the public.
• 3.4 Visitors must not climb on or interfere with any structures or equipment.
• 3.5 Children and vulnerable persons must be supervised by a responsible adult at all times.
• 3.6 We reserve the right to refuse admission to, or remove from the event, any person who:
  • a. Behaves aggressively or disorderly;
  • b. Fails to follow reasonable instructions;
  • c. Damages or interferes with the event or venue property; or
  • d. Otherwise behaves in a manner which may adversely affect the safety or enjoyment of the event.
• 3.7 No refund will normally be provided where admission is refused or a visitor is removed due to their conduct.

4. Food and Drink

4. Only food and alcohol purchased at the event may be consumed unless for medical reasons.

5. Dogs

• 5. Dogs are only permitted on dog-friendly evenings as advertised on the website or when purchasing a ticket. Guide and accessibility dogs are welcome during all event slots.
• 6. A maximum of two dogs may be brought by any one adult and must remain supervised, on a short lead.

7. Accessibility

• 7.1 Customers are advised to review the accessibility information provided on the website before booking.
• 7.2 Specific accessibility enquiries should be directed to info@winterlightexperience.co.uk.
• 7.3 If a free carer or personal assistant ticket is available, this is provided on the basis that the accompanying person is required to assist the ticket holder during their visit.

8. Photography

• 8.1 Photography, filming or recording for commercial purposes is prohibited, unless granted by Parallux via written permission.
• 8.2 Photography and filming may take place at the event for marketing, promotional and security purposes.

9. Personal Belongings

9. Visitors are responsible for their personal belongings throughout their visit. As such, Parallux and the Winter Light Experience accept no responsibility for loss, theft or damage to personal belongings.

Additional Terms

• 10. The experience may differ from promotional images and descriptions.
• 11. Individual installations may occasionally be unavailable or changed due to maintenance, weather or other technical and safety issues.
• 12. Any promotions are subject to availability and may be added, amended or withdrawn at any time.
• 13. Nothing in these Terms affects your statutory rights as a consumer.

Event Operator

Winter Light Experience is a brand owned and operated by Parallux Ltd.

Parallux Ltd
83-89 Phoenix Street, Sutton-In-Ashfield, England, NG17 4HL
Company number: 17113546

For ticket enquiries and customer support, please use our contact form or the details provided on your booking confirmation.