Skip to main content

Refund policy

Once purchased, tickets cannot be refunded. If for any reason you can’t attend the event after the purchase of tickets you may not transfer or sell these tickets to anyone else, as set out below.
The only circumstance in which refunds may be given is where Northumbrian Water has to cancel a significant part of the event such as the Enchanted Barn, the visit to Santa or the Christmas Theatre. However, if this cancellation is due to circumstances beyond Northumbrian Water’s reasonable control, this will not apply.
No refunds can be given where:-
a) A customer is late for a specific activity. Please allow plenty of time for your journey and parking. If you are late it will not be possible to include your party on an alternative session.
b) Santa's letter arrives late when the letters were posted in accordance with Royal Mail recommended Christmas posting schedules.
c) Snow tubing has to be cancelled.
d) Inclement or cold weather disrupts the event.