Elf Kingdom Terms and Conditions

1 Organiser and contact

Elf Kingdom is organised by 2 Four 6 Marketing Limited, 1st Floor Spitalfields House, Stirling Way, Borehamwood, Hertfordshire WD6 2FX. For booking, access or customer service enquiries, email [email protected]. References to “we”, “us” and “our” mean the organiser.

2 Event and booking information

Elf Kingdom takes place at Willoughby Park, Warwickshire, CV23 8AJ. Your booking confirmation and the information displayed before purchase identify your visit date, any applicable arrival arrangements and what your particular ticket includes. Please check these details before paying and again before travelling. A ticket provides the access and experiences specifically described for that ticket, subject to the arrangements and any restrictions clearly explained before purchase.

Pictures and descriptions are illustrative unless a feature is specifically included in your booking. Merchandise, food, drink, games, rides, parking, photographs or other extras are payable separately unless your booking expressly includes them. Any optional extra and its price will be shown before you buy it.

3 Tickets and prices

Each visitor needs the ticket or entitlement specified at checkout, including any infant or child ticket where applicable. Children must have the appropriate ticket for their age on the date of the visit. You are responsible for selecting the correct date, any applicable entry arrangement, ticket types and number of visitors. We may ask for proof of age or eligibility where a discounted or special ticket has conditions.

The full price, mandatory booking charges and VAT treatment are shown before payment. We will not add an undisclosed mandatory charge after you complete the booking. Promotional offers are subject to their stated conditions and cannot normally be applied retrospectively to an earlier order.

Tickets are for the booked date and time. A ticket may be used once and must not be duplicated, altered or obtained fraudulently. Please contact us if you need to change an attendee name or transfer a ticket. We may require checks to protect customers against fraud. Commercial resale or sale above face value without our written permission is prohibited. We will consider the circumstances and applicable consumer law before refusing admission or invalidating a ticket.

4 Confirmation and ticket delivery

We will send your booking confirmation to the email address you provide. Tickets may arrive separately nearer the visit. Check your inbox and junk folder and contact us in good time if you cannot access your confirmation or tickets. Bring the ticket in a form that our entry team can scan. You must provide accurate contact information so that we can send any important booking update.

5 Customer cancellation and refunds

All Elf Kingdom tickets and dated event extras purchased from us, including VIP parking, are non-refundable except where a refund is required by law. This applies to cancellations of an entire booking or individual items within it.

We do not offer refunds if you change your mind, select the wrong date, purchase an unwanted ticket or extra, become unwell, cannot travel, arrive late or do not attend while Elf Kingdom goes ahead as booked. Unused tickets and extras are non-refundable.

As Elf Kingdom is a leisure event booked for a specific date or period, the 14-day online cancellation right does not apply.

This policy does not affect your statutory rights. You retain any right to a refund or other remedy under consumer law if we cancel, reschedule, make a significant change or fail to provide the service with reasonable care and skill.

Optional extras supplied by a separate trader may have their own clearly disclosed terms. Contact us if you believe there is a problem with something you bought from us.

6 Voluntary date and time changes

If you can no longer attend, email [email protected] from the booking email address before your booked visit begins. We may move your booking to another available Elf Kingdom date or entry arrangement where capacity and ticket conditions allow. A voluntary date change carries a £5 administration fee per booking. We will tell you the total cost and the applicable price terms and obtain your agreement before making a change.

If tickets for the new date or entry arrangement cost more, you must pay the difference at the price available when the change is agreed. If they cost less, we will not refund or credit any price difference. The £5 administration fee still applies. This rule applies to voluntary changes, including changes to a cheaper date or entry arrangement. A fee or higher-price difference is not charged where we make the change because of our cancellation or a significant change to your booked event and you choose a suitable alternative. Changes after the deadline, or once a ticket has been used, are not normally available. If no alternative is available, the original booking remains valid and our usual cancellation terms apply. Your rights under section 16 are unaffected.

7 Arrival, entry and re-entry

Follow the arrival and entrance information provided with your booking. Entry may be staggered for capacity or safety. We will make reasonable efforts to admit late arrivals, but an activity missed because of late arrival may not be repeatable. We may refuse entry after any final admission time communicated for your booked date. Ask staff before leaving if you wish to return; re-entry depends on the arrangements, ticket checks and capacity on the day.

We may conduct proportionate bag and security checks and refuse entry where there is a genuine safety, security or capacity concern. Section 13 explains the refund position if you are removed because of your conduct or a safety risk you create.

8 Children and supervision

Visitors under 18 must attend with a responsible adult. The adult accompanying a child must supervise them throughout the visit, including in queues, activities and any meeting with a performer. Children must not be left with staff or performers unless a particular supervised activity is expressly advertised and its conditions are followed. Some activities may have age, height or other safety limits displayed at the venue or during booking.

If you provide a child’s name, age or other preferences for an experience, check them carefully. We handle that information under our Privacy Policy. Any interaction with a named character or performer depends on the ticket purchased and the published event arrangements; a performer may change provided the essential experience remains as described.

9 Accessibility and essential companions

Tell us about access requirements before booking where possible so we can explain the facilities and suitable arrangements. The venue may include outdoor areas, queues, temporary structures and surfaces affected by winter weather. The accessibility information published for your date should describe the available routes and facilities; contact us if you need detail before buying.

Where a visitor reasonably requires a companion for support, contact [email protected] about the essential companion arrangements before purchase. We may ask for reasonable evidence of need and will handle it in line with our Privacy Policy. Assistance dogs are welcome, subject to reasonable safety arrangements. We will make reasonable adjustments as required by law.

10 Activities, performers and availability

Published start times and the sequence of experiences may change for safety, weather, performer availability, technical faults or other practical reasons. Follow the instructions and restrictions given by attraction staff. We may temporarily pause an activity, provide a suitable alternative or change a minor operational detail where reasonably necessary.

If a significant part of the experience you bought cannot be provided, we will explain the available remedy, which may include an alternative, partial refund or full refund as appropriate under consumer law. A minor delay or change does not by itself cancel the whole event.

11 Winter weather and conditions

Elf Kingdom may operate in normal winter conditions, including rain or cold weather. Dress for the weather and wear suitable footwear. Outdoor areas can be wet, slippery or uneven. We may adjust or suspend an activity when needed for safety. We will not cancel a ticket simply because you choose not to attend due to ordinary weather while the event operates as booked. If we cancel or cannot deliver a significant part of the booked experience, section 16 applies.

12 Food, drink and personal items

Food, drink and merchandise sold on site may carry separate charges. Please check allergen information directly with the seller before purchasing or consuming food. You may bring food needed for a baby or for medical or dietary reasons. Staff may restrict consumption in particular activity areas for safety or cleanliness. Do not bring alcohol, illegal drugs, weapons, fireworks, drones, large structures or any item that presents a safety risk. Smoking and vaping are permitted only in any clearly designated area, if one is provided.

Keep your belongings with you. We are responsible for loss or damage caused by our negligence or breach of contract to the extent required by law. We do not accept responsibility for loss or damage that we did not cause.

13 Conduct and safety

Please follow reasonable staff instructions and remain in public areas. Do not enter backstage, technical, restricted or staff-only areas. We may refuse entry or remove a person who is abusive, threatening, dangerously intoxicated, interferes with equipment, damages property or creates a serious risk to others. We may report unlawful conduct to the police. Parents and guardians are responsible for the conduct of children they accompany. If you are removed from Elf Kingdom for breaching our conduct or safety rules, no refund will be given for your ticket or any unused part of your visit.

14 Photography and filming

Our team may take general photographs or video of the event for operational records and promotion. You may appear incidentally in crowd footage. We will seek appropriate permission before using a child as the clear focus of a promotional image. Tell staff if you have a concern about photography. Our Privacy Policy explains how we handle images.

You may take photographs for personal use if you respect other visitors and staff and do not disrupt the experience. Commercial filming and drones need our prior written permission. Please do not publish identifiable images of other children without the permission of their parent or guardian.

15 Changes to the event

We may make reasonable minor changes to running times, routes, layouts, decorations, activities or performers to manage the event safely and effectively. If we make a significant change to the date, location or a key element of the experience you booked, we will contact the booker using the details provided and explain the choices available, including a refund where required by law. We will not treat a significant change as automatically accepted merely because these terms allow operational adjustments.

16 Cancellation, rescheduling and refunds

If we cancel Elf Kingdom on your booked date, we will contact the booker and offer a suitable alternative date or a refund of the affected tickets. You do not have to accept a different date. If we reschedule the event or make a significant change, you may choose between an available suitable alternative and a refund where required by law. The event refund covers the price paid to us for affected tickets and any event extras purchased directly from us that we cannot supply. Refunds will normally go back through the original payment method.

Travel, accommodation, fuel and other arrangements made separately are not part of the event booking and are not included in that refund. This does not affect any other rights you have under law. Please keep your contact details up to date and check event communications before travelling.

17 Liability and consumer rights

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud or any liability or consumer right that the law does not allow us to exclude. We are responsible for providing the services we have agreed to supply with reasonable care and skill. You must take reasonable care for your own safety and follow the rules displayed at each activity. Any claim for loss will be assessed under applicable law and the circumstances of the case.

18 Privacy

We use booking and visitor information to provide the event and as set out in the Elf Kingdom Privacy Policy. To opt out of email or SMS marketing or ask about removal of your personal information, email [email protected]. Some records must be kept to meet legal or accounting duties.

19 Governing law and questions

The law of England and Wales applies to these terms. This does not affect any mandatory rights you have under the law where you live. For questions or complaints about your booking or visit, email [email protected]. We will review concerns about a ticket or experience on their facts.