Refund & Cancellation Policy

What is the cancellation / refund policy?

Unfortunately due to the popularity of THE POLAR EXPRESS™ Train Ride event we are unable to offer any cancellations, refunds, or reschedules after the 30th September, therefore please be sure you can attend on the dates/times selected when you book. In the unfortunate event the train is unable to operate, you will be notified as soon as possible and given a refund or the opportunity to reschedule.

You are only liable for a refund should we fail to to run the event. There will be NO refunds for guests missing the train or arriving late or who miss the train due to but not limited to, illness, poor weather, vehicle breakdowns, public transport, acts of God and anything covered in the Events Outside Our Control.

If you decide to cancel your order up to 30th September, we will offer this at our discretion only. Up until the 1st of September a £15 admin fee is applied to all cancellations up to this date and service charge and ticket protection is non-refundable in any circumstance. Between the 1st and 30th of September this will be subject to a 25% admin fee.

There will be NO changes to any tickets after 30th September.

We will consider extenuating circumstances for any cancellation requests after this date and may refund the order at our discretion. This will be subject to a 25% admin fee.

SERVICE CHARGE AND TICKET INSURANCE ARE NON-REFUNDABLE IN ANY CIRCUMSTANCE.

What if the weather is bad and travel will be difficult?

As the event takes place in winter please do prepare for the road conditions. No refunds will be given if you can’t get to us and the experience runs.

PNP Events LTD are not responsible for the winter weather or your transport arrangements to us or any road closures or delays or cancellations on your journey to us. Please leave plenty of time to travel safely to us.