TERMS AND CONDITIONS

1. Definitions

When the following words and phrases are used in these Conditions, they have the meanings set out below:

Booking / Order: Your order for the Experience.

Conditions: the terms and conditions set out in this document.

Event: THE POLAR EXPRESS™ Train Ride Experience departing from London Euston.

Event Outside Our Control: an event or circumstance described in clause 7.

Experience: carriage and entertainment provided as part of THE POLAR EXPRESS™ Train Ride departing from London Euston, as set out in Your Booking.

Tickets: tickets or other evidence of the right to attend the Event, including electronic tickets and ticket codes.

Venue: London Euston, the train used for the Experience, and any facilities, platforms, carriages or other areas used in connection with the Event.

We / Us / Our / PNP Events: PNP Events Ltd, a company registered in England and Wales under company number 11056091, whose registered office is at Unit J12 Halesfield 19, Telford, England, TF7 4QT, and which operates THE POLAR EXPRESS™ Train Ride departing from London Euston.

You / Your: the person who makes the Booking and, where the context requires, any person attending under that Booking.

When We use the words “writing” or “written” in these Conditions, this includes email unless We say otherwise.

2. Our Contract With You

When You submit Your Order and payment to Us, this does not mean that We have accepted Your Order. Our acceptance becomes binding when We issue an email confirming acceptance of Your Order, at which point a contract will come into existence between You and Us.

We may send a “Processing Order” email while Your Booking is being prepared and a “Completed Order” email when Your Tickets have been dispatched.

Your Tickets permit attendance only on the date and at the time stated on Your Booking, subject to these Conditions.

You are responsible for checking the details of Your Booking carefully when You receive Your booking confirmation and Tickets, including the Event date, time, number and type of Tickets purchased and any other details relating to Your Booking.

If You believe any of the information is incorrect, You must contact Us as soon as possible. We cannot guarantee that errors or changes can be corrected after a Booking has been confirmed, and any amendments will be subject to the conditions, deadlines and administration fees set out in these Conditions.

3. Changes to These Conditions

We may revise these Conditions from time to time where reasonably necessary, including to reflect changes in how We accept payment, changes in relevant laws or regulatory requirements, or changes reasonably required for the safe and effective operation of the Event. Any change will not affect Your statutory rights.

4. London Euston and Mainline Railway Requirements

These Conditions should be read alongside any applicable terms, conditions, regulations, safety requirements and instructions issued by Network Rail, the relevant station operator, the train operator or other authorised railway bodies in connection with the Event.

You and all members of Your Booking must comply with any reasonable safety or operational instructions given by PNP Events, Network Rail, the relevant station operator, the train operator or their authorised staff.

Where there is any conflict between these Conditions and a requirement imposed by Network Rail, the relevant station operator, the train operator or another authorised railway body relating to safety, railway operations or the use of the Venue, the applicable safety or operational requirement shall take precedence.

5. The Experience

We will supply the Experience on the date and at the time set out in Your Booking, subject to these Conditions.

You should arrive for Your Experience at least 30 minutes before the time shown on Your Booking or e-ticket to allow sufficient time for parking, check-in and boarding. If You arrive late, We are not obliged to delay the Experience, hold a train, or provide alternative seats or another departure. Any alternative arrangements will be subject to availability and cannot be guaranteed.

We reserve the right to make reasonable alterations to the published Event programme where operationally necessary.

Whilst We will make reasonable efforts to provide the Experience as advertised, We may need to make operational changes at short notice in order to allow the Event to continue safely and effectively. Such changes may include, but are not limited to, substituting a steam locomotive for a diesel locomotive, operating a static train, providing a reduced show, or making changes to sounds, lighting, performances, timings or other elements of the Experience.

Where reasonably possible, any changes will be made in a way that preserves the overall nature of THE POLAR EXPRESS™ Train Ride Experience.

We may need to suspend, delay, shorten, alter or temporarily interrupt the Experience in order to deal with technical or mechanical problems, safety concerns, operational requirements or other issues affecting the delivery of the Event.

Where reasonably possible, We will take steps to minimise disruption and will resume or continue the Experience as soon as it is safe and practicable to do so.

A delay, temporary interruption or operational disruption will not in itself entitle You to a refund where the Experience is still able to proceed or is substantially completed.

If part of the Experience cannot be provided, this will not automatically entitle You to a full refund. Depending on the nature, duration and significance of the element affected, We may, at Our discretion and subject to Your statutory rights, offer no refund, a partial refund, an alternative remedy or, where appropriate, a full refund.

Minor technical, production or operational issues which do not materially affect the overall Experience, including failures affecting individual lighting, sound, effects, scenery, performance elements or other individual features, will not normally give rise to any entitlement to a refund.

Where the Experience cannot take place at all, or cannot be substantially completed, We may offer You an alternative date or time. If We are unable to offer a reasonable alternative, any refund due will be handled in accordance with the refund provisions set out in these Conditions.

5.1 Mainline Timings and Network Operations

Whilst We have taken reasonable steps to ensure that the Booking times provided to You are accurate, the Experience operates on the mainline railway and is dependent on timetables, paths, permissions, restrictions and operational decisions that are outside Our direct control.

Network Rail or other authorised railway bodies may require changes to the scheduled departure or return times. Your booked departure time may therefore change by up to approximately one hour earlier or later. Where We are notified of a change, We will update You as soon as reasonably practicable and, where possible, closer to the Event date once the applicable mainline schedule has been confirmed.

If the Event is cancelled, We may notify You by text message using the mobile number provided with Your Booking. Other updates, including changes to Your departure time, operational information and other Event updates, will normally be communicated by email to the email address provided with Your Booking. You are responsible for ensuring that Your contact details are correct and for checking Your email, including any spam or junk folder, before travelling to the Event.

A change to the scheduled departure or return time, including a change of up to approximately one hour earlier or later, will not in itself entitle You to a refund, partial refund or compensation where the Experience is able to proceed.

The Experience may be delayed, held, regulated, rerouted, shortened, altered or otherwise affected by congestion, signalling or infrastructure issues, engineering or operational restrictions, safety requirements, instructions or restrictions imposed by Network Rail or another authorised railway body, or other circumstances affecting the mainline railway network.

Where such circumstances cause a delay or operational change but the Experience is still able to proceed or is substantially completed, You will not be entitled to a refund, partial refund or compensation solely because of that delay or operational change, subject always to Your statutory rights.

If delays occur during the Experience and the train returns to the destination later than the expected or advertised return time, this will not in itself entitle You to a refund, partial refund or compensation where the Experience has been substantially completed, subject always to Your statutory rights.

If restrictions or other issues affecting the mainline railway mean that the Experience cannot operate at all or cannot be substantially completed, the provisions in clause 7 (Events Outside Our Control) and any other applicable refund provisions in these Conditions will apply. We will not be responsible for additional or consequential costs or losses arising from mainline disruption, including travel, accommodation, parking or other arrangements, except where We are legally required to be responsible for them.

6. Pricing and Payment

The price of the Experience will be the price shown on Our website or in applicable sales literature at the time We confirm Your Order. Our prices may change at any time, but price changes will not affect Orders that We have already confirmed.

Payments may be processed securely through Stripe, Etix.com and/or other payment providers made available by Us at the time of purchase.

7. Events Outside Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Conditions that is caused by an Event Outside Our Control.

An Event Outside Our Control means any act or event beyond Our reasonable control, including, without limitation, strikes, lock-outs or other industrial action by third parties; civil commotion; riot; invasion; terrorist attack or threat of terrorist attack; war (whether declared or not) or threat or preparation for war; fire; explosion; storm; flood; earthquake; subsidence; epidemic or other natural disaster; or failure of public or private telecommunications or transport networks.

If an Event Outside Our Control affects the operation of the Experience, We will contact You as soon as reasonably possible and will use reasonable efforts to minimise the disruption.

Where possible, We may continue the Event with reasonable operational changes or offer You an alternative date or time.

If the Event cannot take place and We are unable to offer You a reasonable alternative date or time, We will refund the amount paid for the affected Tickets, excluding any booking fees, Ticket Protection, postage, merchandise or other non-refundable charges expressly identified in these Conditions.

Where We offer You a reasonable alternative date or time and You choose not to accept it, any entitlement to a refund will be subject to the specific cancellation and refund provisions set out in these Conditions.

We will not be responsible for any additional losses, costs or expenses arising from an Event Outside Our Control except where We are legally required to do so.

8. Tickets and Seating

8.1 Delivery and presentation of Tickets

Tickets will normally be emailed to the billing email address used for the Booking no later than approximately one week before Your chosen date. You must bring or be able to display Your e-tickets on the day of the Event. Failure to present a valid Ticket may result in refusal of admission.

A valid Ticket must be presented for admission to the Event.

Tickets must not be altered, duplicated, copied, manipulated or otherwise tampered with. Any Ticket that We reasonably believe has been altered, duplicated, fraudulently reproduced or otherwise used in breach of these Conditions may be treated as invalid.

Where the same Ticket or ticket code is presented more than once, only the first valid use may be accepted for admission.

If Your Ticket is rejected or identified as invalid when You arrive at the Event, and You believe that Your Ticket is valid, You must speak to a member of Our Customer Services team at the Event before leaving the Venue. This will allow Us the opportunity to investigate Your Booking and, where appropriate, resolve the issue at the time.

If You leave the Venue without bringing the matter to the attention of Customer Services, We may be unable to verify the circumstances surrounding the rejected Ticket afterwards. We will not normally provide a refund or other remedy where You did not give Us a reasonable opportunity to investigate and resolve the issue at the Event, except where We are legally required to do so.

8.2 Seating

There are no guaranteed spare seats on Our carriages. If You know You will be late, You may still travel to the Event if it is safe to do so, but there is no guarantee that alternative seats or another departure will be available.

Your seats will be allocated by a member of Our team. We reserve the right to change Your carriage or seating allocation after it has been issued where required for operational, safety or accessibility reasons.

We will not be obliged to allow any person under the age of 18 on board the Experience unless they are accompanied by a responsible person aged 18 or over.

All children under the age of 18 must be seated with a responsible adult from their Booking. A child will be treated as unaccompanied for the purposes of these Conditions if there is no responsible adult seated with them at the same table or within the seating arrangement allocated to their Booking.

We reserve the right to amend seating arrangements where necessary to ensure that children are seated with a responsible adult. Where a Booking cannot comply with this requirement, We may refuse boarding or cancel the affected Tickets without refund.

You may be asked to provide valid proof of age before boarding the Experience. Children over the age of 17 must purchase an adult Ticket.

8.3 Ticket intellectual property

Ownership or possession of a Ticket does not grant You any right or licence to use, reproduce, copy, alter, distribute or otherwise exploit any trademarks, logos, designs, images, branding or other intellectual property appearing on the Ticket or associated with the Event.

All such intellectual property remains the property of its respective owner and may only be used with the appropriate permission.

9. Carer Discounts

A Carer Discount must be requested within 60 days of booking Your Tickets or by 30 December, whichever is sooner. A Carer Discount requires the purchase of a full-price eligible Ticket and provides a 50% discount on one Carer Ticket.

We reserve the right to request reasonable evidence of eligibility before applying or honouring a Carer Discount. If satisfactory evidence is not provided when requested, We may refuse or withdraw the discount.

The Carer Discount is subject to these Conditions and to satisfactory evidence of eligibility where reasonably requested by Us. Nothing in this clause affects any reasonable adjustments or other rights available under applicable equality legislation.

10. Your Rights to Refunds, Cancellations and Booking Amendments

10.1 Cancellations and rescheduling requested by You

Due to the nature and popularity of THE POLAR EXPRESS™ Train Ride, We are unable to offer cancellations, refunds or rescheduling at Your request except where expressly provided in these Conditions or where We are legally required to do so. Please ensure that You can attend the date and time selected before completing Your Booking.

10.2 Weather and travel

As the Event takes place during the winter, You should plan Your journey appropriately and allow sufficient time for weather, traffic and road conditions.

The Event may continue to operate during adverse weather, including rain and snow. We are not responsible for road closures, traffic disruption, public transport disruption or other travel difficulties which prevent or delay Your arrival at the Event, except where We are legally required to accept responsibility.

There will be no refund merely because You arrive late or cannot attend due to poor weather, vehicle breakdown, public transport disruption or other circumstances affecting Your journey, subject always to Your statutory rights and the provisions concerning Events Outside Our Control.

10.3 Personal arrangements and associated costs

Any personal arrangements You make in connection with the Event, including travel, accommodation, parking, hospitality or other associated costs, are made at Your own risk.

Except where We are legally required to do otherwise, We will not be responsible for any costs, losses or expenses You incur in connection with such arrangements as a result of the cancellation, rescheduling, delay or alteration of the Event.

Any refund or other remedy relating to the cancellation, rescheduling or material alteration of the Event will be limited to the remedies set out in these Conditions.

10.4 Booking fees and Ticket Protection

All Ticket prices include applicable taxes and a booking fee of £3 per Ticket. Booking fees are non-refundable except where We are legally required to refund them.

Ticket Protection may be cancelled and refunded within 14 days of the date of purchase, provided that:

After the 14-day period has expired, or where any of the above conditions are not met, Ticket Protection is non-refundable.

10.5 Changes to Bookings

No changes may be made to a Booking after the earlier of:

Administration fees apply to changes to Your Booking, including but not limited to changes of name, address, date or time. There is no administration fee merely to add additional Tickets to an existing Booking, where availability permits.

10.6 Ticket transfers, resale, raffles and competitions

Tickets must not be resold, transferred, raffled or used as part of a competition without Our prior approval.

Where We approve the transfer of Tickets to another person, the Booking details must be updated into the name and contact details of the new ticket holder before the Event.

Any approved transfer will be subject to the applicable administration fees, deadlines and amendment conditions set out in these Conditions.

Any unauthorised resale, transfer, raffle or competition use may result in the affected Tickets being cancelled without refund.

10.7 Third-party sellers

Where Tickets have been purchased through an authorised third-party seller, agent or other sales partner, any request for a refund, amendment or other payment-related matter must be made directly with the seller through whom the Tickets were purchased.

We cannot process refunds for Tickets purchased through a third-party seller because the payment was not made directly to Us.

Any refund due in relation to such a Booking must therefore be processed by the original third-party seller in accordance with their own payment procedures and any applicable terms.

10.8 Refunded payments

Where a refund is due, it will normally be made to the original purchaser using the original payment method, unless an alternative method is required by law or by the relevant payment provider.

Where a refund is due for a payment made through Stripe, the refund will normally be returned to the original card used to make the payment. We are not able to refund a different payment card or cardholder unless an alternative method is required and permitted by the relevant payment provider.

Klarna payments are subject to Klarna’s applicable refund processing rules and time limits. Where a refund is due but cannot be processed through Klarna because the applicable refund window has expired, We will arrange an alternative method of refund where reasonably possible.

Where a change, cancellation or refund request is permitted under these Conditions, You must contact Our Customer Services team using the contact details provided on the Experience website. Any request will only be treated as received when it has been received by Our Customer Services team.

11. Our Rights to Cancel the Experience

We may cancel the contract for the Experience as a result of an Event Outside Our Control. In that situation, the provisions in clause 7 will apply.

We may cancel the contract for the Experience by providing You with at least 14 calendar days’ notice in writing. If You have made a payment in advance for an Experience that has not been provided, We may offer an alternative date or, if this is not possible, refund the amount paid for the affected Tickets subject to these Conditions.

We may cancel Your Booking with immediate effect by written notice if You materially breach these Conditions and, where the breach is capable of being corrected, You do not correct it within 10 days of Us asking You to do so in writing. Where Your Booking is cancelled because of Your material breach, no refund will be payable and We will not be obliged to provide an alternative date, except where the law requires otherwise.

12. Contact Details and Event Communications

You are responsible for ensuring that the contact details provided with Your Booking, including Your email address, telephone number and postal address where applicable, are accurate and kept up to date.

If any of Your contact details change before the date of the Event, You must notify Us as soon as reasonably possible.

We will use the contact details held against Your Booking to send Tickets and to communicate important information about the Event, including any changes, delays, cancellations or rescheduling. We will not be responsible for any failure to receive such communications where the contact details provided by You are incorrect, incomplete or out of date.

Where the Event is cancelled, rescheduled, delayed or otherwise materially affected, We will use reasonable efforts to notify You as soon as reasonably possible using the contact details held against Your Booking.

There may be circumstances, particularly where an operational, technical, safety or other issue arises at short notice, where it is not reasonably possible to notify all customers before they begin their journey to the Event or arrive at the Venue.

Provided that We have taken reasonable steps to contact You using the details provided with Your Booking, We cannot guarantee that You will receive or read such notification before travelling to or arriving at the Event.

13. Liability

Except where We are legally required to provide any additional remedy, Our liability in respect of the cancellation, rescheduling, delay or material alteration of the Event will be limited to the refund, alternative date, credit or other remedy expressly provided for under these Conditions.

We will not be responsible for any additional losses or costs arising from such cancellation, rescheduling, delay or alteration, except where such liability cannot lawfully be excluded or limited.

14. How We May Use Your Personal Information

We will use the personal information You provide to Us to provide the Experience, administer Your Booking and process payments associated with the Experience.

15. Passenger Behaviour

We wish to make the Experience as comfortable and enjoyable as possible for all guests. You, and any children under Your supervision, must:

You must not:

If You fail to comply with these requirements, We may remove You from the carriage or Event, refuse further use of the Experience, cancel the affected Ticket without refund, and take any further reasonable steps We consider necessary. Where appropriate, We may contact the Police or another relevant security service. We reserve the right to refuse admission or carriage to anyone We reasonably consider to be a nuisance or danger to passengers or staff.

We will use reasonable endeavours to ensure that other passengers behave appropriately during the Experience; however, We will not be liable for the acts or omissions of another passenger except where the law requires otherwise. You are responsible for any passenger under the age of 18 who accompanies You.

16. Personal Property, Luggage and Prohibited Items

16.1 Items brought to the Event

We reserve the right to refuse any item being brought into the Event, onto railway or station property or on board the Experience where We reasonably consider the item to be prohibited, unsafe, hazardous, inappropriate or likely to cause disruption.

Where such an item is identified, You may be required to remove it from the Event or leave it in a location designated by Our staff before You are permitted to enter or board the Experience.

Where reasonably necessary for safety or security, We may temporarily retain an item during Your visit. Any illegal, dangerous or suspected illegal item may be reported or handed to the Police or other appropriate authorities.

Failure to comply with a reasonable instruction concerning a prohibited or inappropriate item may result in refusal of admission or removal from the Event without refund.

We may inspect luggage and property where reasonably necessary for the security and safety of staff and customers.

16.2 Larger items and belongings left at the station

Larger items, including pushchairs and car seats, cannot normally be carried onto the train or carriages and may be required to be left at the station or in another area designated by Our staff. Wheelchair arrangements may be subject to the accessibility and safety requirements applicable to the relevant carriage and should be confirmed with Us in advance where necessary.

All personal property and belongings brought to the Event remain the responsibility of their owner at all times.

Where items cannot be taken on board the Experience, including pushchairs, car seats and other larger items, they may be required to be left at the station or in another area designated by Our staff. Leaving an item in such an area does not mean that We have accepted responsibility for its safekeeping.

Items left at the station, in a designated storage area or otherwise in Our possession may need to be moved or relocated for operational, safety or security reasons.

To the fullest extent permitted by law, We accept no responsibility for any loss, theft or damage to personal belongings that are left unattended, left at the station, placed in a designated storage area or moved in accordance with this clause.

16.3 Lost property

If You lose an item, please make Us aware as soon as possible. Where We locate an item, We will take reasonable care of it while it is held by Us.

Any lost property found by Us may be stored for up to three months from the date it is received or found.

If an item has not been collected or arrangements for its return have not been agreed within that period, We may dispose of, donate or otherwise deal with the item as We consider appropriate.

We may dispose of hazardous, dangerous, illegal, perishable or otherwise unsuitable items sooner where reasonably necessary for safety, security or hygiene reasons, including within 48 hours where appropriate.

If We locate an item belonging to You, You will be responsible for arranging its collection from the location specified by Us.

Where We agree to return an item to You by post, courier or another delivery method, You will be responsible for all reasonable postage, packaging, courier and other associated costs.

We may require payment of these costs before the item is dispatched. Any item returned to You will be sent at Your risk, except where loss or damage results from Our failure to take reasonable care.

17. Media and Marketing

During the Event, We may take photographs or video for marketing and publicity purposes, including use in print, online, social media, broadcast and other promotional materials. If You do not wish to be photographed or filmed, please tell a member of Our staff before or during the Event and We will take reasonable steps to respect Your request. Where You are identifiable in an image or recording, You may contact Us to request that We stop using it in future marketing materials. We will comply where reasonably possible and where We are able to do so.

18. Complaints Procedure

We are committed to providing a high standard of service and want every guest to have an enjoyable Experience. If You are unhappy with any aspect of Your Booking, Experience or the service You have received, We encourage You to let Us know so that We have the opportunity to investigate and respond appropriately.

Full details of how to raise a complaint, the information You should provide and how We will handle Your complaint can be found in Our Complaints Procedure at: https://pnpevents.co.uk/complaints-procedure/

We recommend reviewing the Complaints Procedure before submitting a complaint to ensure that it is directed to the appropriate team and contains the information required for Us to investigate it effectively.

19. Other Important Conditions

19.1 Third-party rights

This contract is between You and Us. Except where expressly stated otherwise, no other person shall have any right to enforce any of its terms.

19.2 Severability

Each provision of these Conditions operates separately. If any court or relevant authority decides that any provision is unlawful or unenforceable, the remaining provisions will remain in full force and effect.

19.3 Waiver

If We fail to insist that You perform any of Your obligations under these Conditions, if We do not enforce Our rights against You, or if We delay in doing so, that will not mean that We have waived Our rights or that You do not have to comply with Your obligations. If We waive a default by You, We will only do so in writing, and that will not mean that We automatically waive any later default.

19.4 Assignment and subcontracting

We may transfer, assign or subcontract any of Our rights or obligations under these Conditions to another organisation where reasonably necessary for the operation, administration or delivery of the Event, provided that doing so does not reduce Your rights under these Conditions.

You may not transfer or assign Your rights or obligations under these Conditions except where We have expressly agreed to a permitted Ticket transfer in accordance with these Conditions.

19.5 Entire agreement and variations

These Conditions, together with Your Booking confirmation and any applicable terms, conditions, regulations or safety requirements of Network Rail, the relevant station operator, the train operator or other authorised railway bodies referred to in these Conditions, form the agreement between You and Us in relation to the Experience.

You should ensure that these documents contain everything You understand to have been agreed between You and Us before completing Your Booking.

Except where these Conditions expressly allow Us to make a change, no variation to the agreement between You and Us will be effective unless it is agreed by You and Us. Any agreed variation should, wherever reasonably possible, be confirmed in writing.

Nothing in this clause limits any rights You may have under applicable law.

19.6 Governing law and jurisdiction

These Conditions and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. If You are a consumer resident in another part of the United Kingdom, You will also benefit from any mandatory protections available to You under the laws of the part of the United Kingdom in which You live, and You may bring proceedings in the courts of that part of the United Kingdom where applicable.

19.7 Statutory rights

Nothing in these Conditions affects Your statutory rights as a consumer.

End of Terms and Conditions