Christmas Terms and Conditions

If you have any specific questions please contact our Head of Events Sam on


If for any reason the event is unable to go ahead refunds would be issued automatically and there will be no need to contact us as it is an automatic process.

If this event can go ahead tickets will not be refundable UNLESS Refund Protection is purchased at the time of booking. Please note this cannot be added onto a booking after the event so please do take care to add it during the checkout process. Refund Protection offer refunds under a wide range of circumstances and their terms and conditions can be found here

Please note that we sell the time slot so if someone is unable to attend then we are unable to offer partial refunds. We are still planning to run the event with small group sessions in single households in case of any other Covid variant appearing in the Winter of 2022.

If you book for more than one household in Spring/Summer 2022 and subsequent restrictions do not permit household mixing then the additional tickets purchased will not be refunded as you are asked not to book for multiple households. If restrictions permit potentially additional tickets may be purchased by contacting out Head of Events at least 48 hours in advance. Any additional tickets added cannot exceed the maximum of 6 per timed slot.

If you forget to attend your timed slot unfortunately your tickets will not be refundable and you will not be offered an alternative slot without buying additional tickets.

Tickets are non transferable – only Magic Alley can resell or gift tickets and if you do this the tickets will be void and the person you have sold them or given them to will not be permitted entry


Tickets may be exchanged up to 48 hours before the event if there is still availability.  Please contact our Head of Events Sam on to process an exchange. Please note that exchanges cannot be processed if the event has subsequently sold out.

Resale and Subsequent Refund

In certain circumstances (where tickets would otherwise be non-refundable) provided we are given 24 hours notice in writing to we will endeavour to resell your tickets if you can no longer attend. You will receive a full refund if all the tickets resell and a partial refund if only part of the booking is resold for example if you book 6 tickets and only 4 resell you would receive a refund to the value of 4 tickets. Please note booking fees are not refundable.

The circumstances for resale are as follows

The event is permitted to go ahead but you are prevented from travelling to the venue as a result of a government restriction.

A member of the party is unwell

You or a member of your party is required to isolate as a result of being contacted by Track and Trace or as a result of isolation imposed by a place of work or education.

This does NOT include (not an exhaustive list)

Double booking yourself

Work commitments

Changing your mind

Isolating by choice

Government mandated quarantine after returning from abroad.

General Terms and Conditions

This event is not recommended for under 2s. It is possible to bring an under 2 to the event but please be aware that the over 4 event is predominantly aimed at children over 4 who have some reading ability. It is not possible for adults to bring a baby in the absence of any other children.

There are no customer toilets available on site. There are public toilets available in Bell Court to the left of the Everyman Cinema. Please allow sufficient time to visit the toilet before your required time slot.

Pushchairs/prams cannot be accommodated on the shop floor. If they are brought to the venue they will have to be left downstairs at the owner’s risk.

If you arrive late admittance cannot be guaranteed. Please arrive 5 minutes before your allocated time. Anyone more than 15 minutes late will not be permitted entry. If you are running late please call the shop on 01789 290969 and we will do our best to make arrangements but these cannot be guaranteed.

If you arrive late and you are the last booking before lunch or a break you will be asked to wait until the break has finished before being permitted entry. If you arrive 5 minutes later than the last slot of the day you will not be permitted entry and no refund will be offered.

If required in December 2022 Covid safety measures will be in place and visitor temperatures will be taken. Anyone with a high temperature of 38 degrees or higher will not be permitted entry.


Please hover over the question and a pop up box will appear. Click the yellow box to close it

What does Christmas involve

How much does it cost

Are tickets refundable

Can I exchange my tickets

Do you have customer toilets

Can I get a free ticket for a carer

Can I book over the phone

Can I book 1 adult ticket for session for children over 5

Do you have wheelchair access

How long does the experience last

Can I take photos/video

Where is the nearest car park

Will there be time to visit the shop

Are presents age appropriate

Can I bring a pushchair

I have lost my tickets

I have a party of more than 6 what should I do

Do adults get presents

What is your address

How can we contact you

Can I bring a child under 5 to a session for children aged 5 and over

Can I bring people from more than one household

Can I add additional tickets to my booking

Do I have to wear a mask

Will Covid-19 safety measures be in place