Lapland UK - Experience TERMS & CONDITIONS

These Terms and Conditions (together with our Privacy Policy) sets out the terms on which we supply tickets to you for visits to Lapland UK's Christmas themed experience (the "Experience") at Bewl Water, Kent (the "Location"). Please read these Terms and Conditions and the Privacy Policy carefully before booking tickets for the Experience whether you do so via our website at www.laplanduk.co.uk (the "Website") or by speaking to our customer services department on the telephone ("Customer Services").

You should understand that by purchasing tickets to the Experience, you and your guests and other members of your group agree to be bound by and comply with these Terms and Conditions and you agree to the use of personal data in accordance with the terms of our Privacy Policy. If you refuse to accept these Terms and Conditions or the Privacy Policy, you will not be able to purchase tickets to the Experience. We advise that you print a copy of these Terms and Conditions for future reference.

1. YOUR EXPERIENCE

1.1 It is important to us that you and your fellow visitors enjoy visiting the Experience. 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 family as a separate group and on arrival we will issue each family group with an individual "passport" ("Family 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 Terms and Conditions, a "Child" is someone aged between 18 months and 16 years old (inclusive), an "Adult" is someone aged 17 years or over and a "Baby" is a someone aged up to 18 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 Baby at the time of visiting the Experience rather than at the time you make your booking:
  3. it is important that one of the Adults in each family keeps the Family Passport safe as it will be required to gain entry to the activities and to receive meals and gifts, as applicable;
  4. in any family group, each Child will receive a meal and a gift and each Adult will receive a meal with the first two Adults also receiving certain gifts on behalf of the family. If there are more than two Adults in a family group, then the additional Adults will receive certain other gifts;
  5. the selection of the gifts will be as set out in the Family Passport but may be subject to availability and change at the reasonable discretion of our management;
  6. you will need to inform us of any special dietary requirements of you or any of your fellow guests and we will use our reasonable endeavours to accommodate them. If we are not able to accommodate such requirements we will let you know and you are welcome to bring your own food with you, however, in such a case we will not provide a refund for the cost of your meal;
  7. a Baby ticket will only include a small gift from Father Christmas and will not include participation in activities or any meal so please bring your own baby food with you or you may prefer to purchase a full Child ticket for a mature Baby (for example, a Baby who is over 15 months old);
  8. the timing and sequence of the activities that make up the Experience is at the sole discretion of our management;
  9. smoking is not permitted anywhere in the Experience;
  10. pets or other animals may not be brought in to the Experience (except guide or hearing dogs);
  11. as much of the Experience takes place outside in or near wooded areas, all those who visit it are advised to dress appropriately and be aware of the normal naturally occurring hazards in a wood/forest, such as exposed tree roots in pathways and low hanging branches and are asked to take care to behave appropriately for the duration of their visit to the Experience;
  12. those visitors who choose to use the ice rink should take care and show consideration for others and be aware of the dangers inherent in ice skating and we will not be liable for any injuries sustained while ice skating or loss of clothing/other personal possessions unless such injuries or loss occur as a result of our negligence; and
  13. we will use reasonable endeavours to ensure 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 but not limited to the weather conditions) nor for any emotional distress or disappointment caused by the role playing of characters (including, without limitation, if any Child (or Adult) loses his or her belief in Father Christmas for any reason as a result of visiting the Experience).

2. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

When you give us your order (for example, by telephone or by completing the booking form) 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, and we will confirm our acceptance of your booking by sending you an email that confirms that your booking (or any other purchase) has been successful (the "Booking Confirmation Email"). The contract between us for purchase of tickets to the Experience (the "Contract") will only be formed when we send you the Booking Confirmation Email.

3. YOUR STATUS

3.1 You can only purchase tickets to the Experience if you are 18 years old or more.

3.2 Each Child must be accompanied at the Experience by at least one Adult and must remain under their supervision at all times while in the Experience. (Please see clause 1.1(b) 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 The Experience is personalised and as such you must bring (or, if you are not attending yourself, make sure that one of the Adults brings) the following with you to the Location on the day of your Experience:

  1. the booking reference number; and
  2. some proof of identity (such as a credit card or driver's licence).

Our management reserve the right to refuse entry to you (and your fellow guests) if you fail to present either of the above when required on entry to the Experience.

4.2 The Experience is ticketless and as such no hard copy tickets are issued. We will issue you with printed invitations which are part of your gift 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, any late entry will almost certainly mean that you and your guests will miss out on some of the activities.

4.4 In exceptional cases, our management reserves 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 considerably lower the enjoyment of other guests.

5. PHOTOGRAPHY & VIDEO RECORDING

5.1 With the exception of inside and the area immediately around Father Christmas' House (which are restricted filming areas), 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 Baby) 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 your or their image to be taken or recorded, you should inform a member of our staff when you enter the Experience.

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 include VAT and postage costs for the gift pack.

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.

7. CANCELLATION/POSTPONEMENT OF THE EXPERIENCE

7.1 We reserve the right to postpone or cancel the Experience without notice for any reason. In the event of such postponement or cancellation, you will be entitled to choose between receiving a full refund or (subject to availability) equivalent ticket(s) for an alternative date or time. We will have no further, or other, liability whatsoever as a result of our postponing or cancelling your visit to the Experience including but not limited to any travel costs, loss of enjoyment, disappointment, emotional distress or any indirect or consequential loss (see also clause 9.2 below), whether incurred by you or another of your fellow guests.

7.2 We will use reasonable endeavours to update the Website throughout the duration of the Experience to keep you informed about any potential postponement or cancellation of the Experience. Please review this regularly and in particular on the day of your departure to the Experience to avoid any wasted travel plans or costs.

7.3 We will use our reasonable endeavours to contact you with as much advance warning as is reasonably possible in the circumstances to inform you of any postponement or cancellation. We will try to contact you by telephone and/or by email using the contact details you give us when you make your booking.

7.4 Without prejudice to our other remedies, we shall have the right in the case of any serious or persistent breach of these Terms and Conditions 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.

8. TICKETS AND REFUNDS

8.1 The Experience is a scheduled and time-critical event. We can accept cancellations by you at any time up to midnight on 1 October in respect of that season's Experience, provided that we have received such written notice of your cancellation before this time either by email sent to enquiries@laplanduk.co.uk or by letter sent to our main trading address at Lapland UK, PO Box 924, Bromley, Kent, BR1 9GE. In such cases, we shall provide a refund to you by crediting the same account used for payment within 30 days. We regret that we will not be obliged to make any refund for any cancellations after this date and that, in all other respects, tickets are non-refundable.

8.2 The Experience is a personalised event and therefore we regret that tickets are non-transferable and can only be used for the people they are issued for. Transfers will only be made in the most exceptional circumstances at our absolute discretion.

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 Terms and Conditions 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 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 the Experience or the provision of our services to you.

9.3 Nothing in these Terms and Conditions shall 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. WRITTEN COMMUNICATIONS

10.1 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.

10.2 All notices given by you to us must be given to Lapland UK 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.

11. EVENTS OUTSIDE OUR CONTROL

11.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms and Conditions that is caused by any event outside our reasonable control ("Force Majeure Event").

11.2 A Force Majeure Event (without limitation) the following:

  1. Strikes, lock-outs or other industrial action;
  2. Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
  3. Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
  4. Impossibility of the use of public or private telecommunications networks;
  5. The acts, decrees, legislation, regulations or restrictions of any government; and/or
  6. High winds or any other extreme weather conditions which necessitate the closure of the Location for the safety of our staff and customers.

11.3 Our performance under these Terms and Conditions is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to provide a suitable alternative date on which you can enjoy the Experience.

12. GENERAL

12.1 If any of these Terms and Conditions 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.

12.2 These Terms and Conditions and the Privacy Policy constitutes the entire agreement between us in relation to their subject matter and supersedes 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 and Conditions, unless such untrue statement or representation was made fraudulently. These Terms and Conditions and the Privacy Policy shall prevail over any inconsistent terms and conditions 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.

13. LAW AND JURISDICTION

13.1 These Terms and Conditions and the terms of our Privacy Policy shall be governed by and construed in accordance with the laws of England. You accept that any dispute under these Terms and Conditions and/or our Privacy Policy shall be subject to the exclusive jurisdiction of the English courts to which you submit.

14. INFORMATION ABOUT US

Our Website is operated by Lapland UK Limited. We are registered in England and Wales under company number 06175818 and our registered office is 4 Croxted Mews, Croxted Road, London SE24 9DA. Our main trading address is Lapland UK, PO Box 924, Bromley, Kent, BR1 9GE. Our VAT number is 906 3391 30.

15. COMPLAINTS

We accept that, despite every effort being made to ensure you have a trouble free, enjoyable family experience, things may occasionally go wrong. If you have a complaint you must inform our staff immediately. They will attempt to resolve the problem as soon as possible. If, however, an acceptable solution is not found and you wish to take the matter further, please email us (enquiries@laplanduk.co.uk) detailing in full the nature of the complaint, wherever reasonably practicable within 7 days of your visit. This will allow us to investigate your complaint fully.