Bishop Auckland’s Christmas Town: Booking Policy

Christmas Town 2026 · Version 1.3 · 21 September 2026

Christmas Town is organised by Baccanalia For Culture CIC. Please read this policy before booking.

1. Your booking

Passes are valid only for the date booked. Please check your date, Pass types and quantities before paying. Bring your booking confirmation to the on-site box office to collect your Passes.

These are bookings for a specific date, so the usual 14-day cooling-off period does not apply. We do not normally offer refunds or exchanges for changes of mind, illness, travel difficulties or failure to attend. This does not affect refunds due because of cancellation or problems with the event.

2. What your Pass includes

Your Golden Pass covers the attractions and benefits advertised when you book. Food, drinks and Grotto Passes are additional purchases.

Tipi entry is included with your Golden Pass and is subject to capacity. You may need to queue when the Tipis are full. A Golden Pass does not reserve a seat or guarantee immediate entry.

“Unlimited” means you can use the included attractions repeatedly during their opening hours, subject to queues, capacity and safety restrictions. It does not mean immediate access or a guaranteed number of rides. Passes must not be shared.

3. Queues and arrival times

Please expect queues at all attractions, including the Grotto and box office. You are responsible for arriving and joining queues early enough to use your Passes before closing.

Queues may close before an attraction’s advertised closing time so those already waiting can be served. Normal queueing, arriving late or choosing not to use an attraction does not by itself entitle you to a refund. We remain responsible for giving visitors a reasonable opportunity to enjoy the experience booked.

4. Visiting Santa’s Grotto

Grotto Passes are add-ons to a Golden Pass. Each person entering needs the appropriate Golden Pass and Grotto Pass, except children aged two and under accompanying their family without receiving a gift. A child receiving a gift needs the appropriate Passes.

Your Grotto Pass provides one visit on your booked date. There is no allocated appointment time: visit during the published Grotto opening hours and allow plenty of time for the queue. All children and adults in your booking party will visit Santa together.

5. Attraction changes and weather

Attractions may temporarily close or require changes because of breakdowns, weather or safety concerns. We will make reasonable efforts to restore them or provide a suitable alternative.

A temporary closure or minor change does not automatically qualify for a refund. Other available attractions remain yours to enjoy. If disruption substantially affects the experience you booked, your rights to an appropriate refund or price reduction remain.

Christmas Town is an outdoor event. Please dress for winter weather. Rain or cold alone does not entitle you to a refund where the advertised experience is provided.

6. Cancellation or rescheduling

If we cancel your booked day, we will refund the affected Passes, including compulsory booking charges paid to us. If we move it to another date, you may choose to accept that date or receive a refund.

If the event is significantly cut short, an appropriate refund may be due. If we cannot provide your booked Grotto visit, we will refund the affected Grotto Passes, without limiting any further legal rights.

Refunds will be made without undue delay and within applicable legal deadlines. They are not dependent on an insurance payout.

7. Safety and behaviour

Adults and children using the included attractions must have a valid Golden Pass, including adults accompanying children. Children aged two and under may accompany their party without a Pass only on attractions whose operating rules permit it. This does not override any age, height or safety restrictions.

Children aged eight and under must ride the Twister and Ferris Wheel with an accompanying adult who also has a valid Golden Pass.

Children must be supervised. Please follow staff instructions and the published age, height and accompanying-adult requirements. Under-18s cannot enter the Tipis after 8pm.

We may refuse access or require someone to leave for abusive behaviour, dangerous conduct or serious breaches of safety rules.

8. If something goes wrong

Please speak to our team during your visit so we have an opportunity to help. You can also contact info@bishopaucklandschristmastown.co.uk, quoting your booking reference.

Nothing in this policy removes your consumer rights or excludes our responsibility for death or personal injury caused by negligence.