Bishop Auckland’s Christmas Town: Booking Policy
Christmas Town 2026 · Version 1.4 · 9 October 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 for changes of mind, illness, travel difficulties or failure to attend. Date changes are available under the conditions below. This does not affect refunds due because of cancellation or problems with the event.
Changing your booking day: You may change your booking day once, with no administration fee, by calling 07935 979949 by 4pm on Thursday 19 November 2026. Our phone hours are 11am to 4pm, Monday to Thursday. Have your booking reference ready. Changes are subject to availability for all Passes being moved, including any Grotto Passes. You must pay any increase in price; no difference is refunded if you move to a cheaper day. Your change is complete when we confirm the new date. Your Passes will then be valid only for that confirmed date.
After this deadline, bookings are fixed to the confirmed date and we do not offer date changes for changes of plans. Bookings made after the deadline are also fixed to the selected date. These conditions do not limit your rights if we cancel or reschedule the event, as set out in section 6, or any other statutory rights.
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.