Santa Experience - Booking Terms & Conditions

Bee Wear Personalised Santa Experience

Booking Terms

1. Who we are and how to contact us

The experience is operated by INK SOLVE.COM LTD (company number 11604815), trading as Bee Wear.

The venue and business contact address is:

Bee Wear
50 High Street
Saffron Walden
Essex
CB10 1EE

For booking enquiries, changes, complaints or accessibility arrangements, call 01799 219567 or email info@beewearuk.com. Please include your booking reference.

Booking enquiries are monitored throughout all grotto operating hours, including the final activity period.

2. Your booking and payment

Bookings must be made by someone aged 18 or over. Please select the correct number of children and check the date, time and contact details carefully before paying.

Your booking is confirmed when full payment has been received and you receive a booking confirmation. Please contact us if your confirmation does not arrive.

The total price, including any applicable taxes and compulsory charges, will be shown before payment.

We may change prices and introduce or withdraw promotions for unbooked slots at our discretion. The price confirmed when you book remains fixed for your booking.

Later discounts or lower prices do not entitle existing customers to a price adjustment, partial refund, or free cancellation and rebooking solely to obtain the lower price. Any cancellation remains subject to Section 5. This does not affect any refund or other remedy due under Section 6 or your statutory rights.

Accompanying adults attend free. Adult admission does not include a gift or entitlement to take part in children's activities.

Activity entitlements are personal to the booked child and cannot be transferred to a parent, sibling or another person. Parents and accompanying adults may supervise and reasonably assist their child, including assistance required for accessibility, while the child remains the participant.

A maximum of two supervising adults may accompany each group into the Santa visit. There is no fixed accompanying-adult limit for the general shop; the two-adult limit applies to the Santa visit only. Please contact us if an accessibility adjustment is required.

There is a strict maximum of four participating children per Santa slot.

Groups of five to eight participating children must make two separate bookings, with no more than four children in either booking. Larger groups must book enough separate slots to meet the same limit.

Families are responsible for choosing and booking suitable available times. Separate bookings do not create a combined Santa visit and consecutive availability cannot be guaranteed.

We cannot accommodate additional children within a slot already booked for four participating children.

Any other increase in child numbers requires our agreement, sufficient reserved time and payment of the applicable additional charge.

Tickets must not be resold or transferred to another family without our written agreement. Correcting personal information, including a spelling error, or exercising a data-protection right is not treated as a prohibited ticket transfer.

Infants

An accompanying infant may attend free of charge without participating and does not count towards the four participating children in the slot.

Free infant admission does not include an individual Santa experience, Christmas gift or participation at the activity stations.

If you would like an infant to participate, they must be included as one paid child when booking. They will then receive the child-ticket entitlements and count towards the booked child total, visit duration and four-child limit.

An infant cannot use another child's non-transferable activity entitlement.

3. What your ticket includes

Each child with a paid place receives:

- A personalised visit with Santa
- A Christmas gift
- Access to the included children's activities

Santa visits last approximately five minutes for one child or ten minutes for a family of two to four participating children, shared by the family.

Your selected booking time is the time for meeting Santa. Activity access is separate and is subject to the closing times below.

Included activities are:

- Surprise Christmas craft activities
- Making reindeer food
- Writing a letter to Santa

Craft activities and materials may vary throughout the event.

Each booked child is entitled to up to one visit to each activity station. Activity entitlements cannot be transferred, pooled or reassigned if a child chooses not to participate.

Children must remain supervised by their accompanying adult throughout the experience. Activity queues may occur and children may need to take turns.

Opening dates and times

Santa appointments operate 09:00–19:00, Wednesday to Sunday, from Wednesday 25 November to Thursday 24 December 2026 inclusive.

The grotto is closed on Mondays and Tuesdays.

All appointment times are local UK time.

Santa visits finish by 19:00. The final ten-minute family booking starts at 18:50 and the final five-minute single-child booking starts at 18:55.

Activity access ends at 19:30 for all bookings.

The later activity closing time does not extend your Santa appointment. There is no separately timed activity session before the final cutoff, but the one-visit-per-station limit continues to apply and queues or taking turns may be necessary.

All activities and visits must finish by 19:30. We are not required to remain open beyond this time. Any extension is entirely discretionary and cannot be guaranteed.

This does not affect any remedy due if our own delay or failure prevents us from providing the agreed experience.

Refreshments and additional purchases

Refreshments are not included in the ticket price and are charged separately. This includes hot drinks, cookies, festive treats and mulled wine where offered.

Shop purchases and personalised retail gifts are also charged separately and are subject to availability.

Alcohol is available only to adults aged 18 or over and proof of age may be requested.

Allergen information is available on the premises or by contacting us before your visit.

Group booking vouchers

A bundled booking for three paid children includes one £10 voucher for the whole group.

A bundled booking for four paid children includes one £15 voucher for the whole group.

These are alternative bundle benefits. A four-child booking receives one £15 voucher and does not also receive the £10 voucher.

Vouchers are issued per qualifying booking, not per child, and may be redeemed against Christmas items only.

Eligibility is based on the number of paid children within that bundled booking. A free accompanying infant does not count.

Separate bookings cannot be combined to qualify for a larger bundle voucher.

Gifts and activities

Specific gift designs, colours, craft materials and other items are subject to availability. Promotional images are illustrative unless we expressly state that they show the exact item that will be supplied.

We may make reasonable minor substitutions or adjustments because of stock shortages, safety requirements or operational circumstances, while maintaining the overall nature and value of the experience.

Every paying child will still receive a Christmas gift.

If an included activity cannot be delivered, we will aim to provide a suitable alternative of comparable value. These provisions do not allow us to remove a significant advertised element of the experience without providing an appropriate remedy.

Optional purchases and extras are subject to availability.

Gifts cannot be exchanged merely because a different design or colour is preferred. Your legal rights relating to faulty or misdescribed goods remain unaffected.

4. Arrival and late attendance

Please aim to arrive shortly before your appointment and, where possible, no more than 10 minutes early, as waiting space is limited.

Please have your booking confirmation available and be ready at your booked start time.

Earlier admission cannot be guaranteed unless specifically arranged with us, for example as part of an agreed accessibility adjustment.

We aim to keep Santa appointments running on time, although occasional delays may occur.

If you arrive late because of circumstances within your control, your reserved Santa appointment will still end at its scheduled time.

We may need to shorten the visit or refuse late admission where accommodating the late arrival would delay other families.

We are not required to extend your slot, move another family's booking or provide a replacement appointment.

Please allow sufficient time for travel, traffic, parking and check-in. Personal travel difficulties do not by themselves create an entitlement to a free change or refund.

Where you miss all or part of your visit for these reasons, Section 5 applies.

Delays caused by Bee Wear are dealt with separately under Section 6.

5. Cancellations, changes and missed visits

Bookings are for a specific date, time and family size.

We do not offer a general change-of-mind refund guarantee or an automatic right to reschedule.

This is a leisure activity supplied on a specific date and time, so the usual 14-day cancellation period applying to many online purchases does not apply.

Your statutory rights remain unaffected.

Online cancellation and rescheduling are disabled. Please contact us promptly by telephone or email if you cannot attend.

We may agree to a change or transfer as a goodwill arrangement, subject to availability, sufficient preparation time and any price difference or reasonable additional cost which will be clearly explained and agreed before the change is made.

A request to change a booking does not alter your existing booking until we confirm the change in writing.

There is no fixed administration fee under these terms.

If you cancel, reduce the number of participating children or do not attend, we may retain payment up to the reasonable net loss directly resulting from the cancellation, reduction or non-attendance, capped at the affected booking price.

This may include unrecoverable preparation costs and lost profit, without counting the same loss twice.

We will take reasonable steps to reduce our loss and will take into account costs we save and any income recovered by reselling the affected booking capacity.

If our reasonable net loss equals the affected booking price, no refund will be due. If our loss is lower, we will refund the difference.

We will explain the calculation on request.

There is no additional penalty for cancelling.

Illness, changes of plans, a child's reluctance to participate or personal travel difficulties do not automatically create an entitlement to a refund or replacement visit where we remain able to provide the agreed experience.

We will consider individual circumstances in accordance with the cancellation provisions above and applicable consumer and equality law.

We will never require a child to participate against their wishes.

6. If Bee Wear cancels or significantly changes the experience

Any 48-hour notice commitment in this section applies only to changes initiated by Bee Wear. It does not give customers a right to cancel or reschedule simply by providing us with 48 hours' notice.

Customer cancellation and change requests remain subject to Section 5.

We may change opening hours for periods for which there are no existing bookings.

Where a planned change would affect an existing booking, we may propose a change for a genuine operational, staffing, safety or legal reason.

Where reasonably possible, we will provide at least 48 hours' notice before the affected appointment and explain the change and available options.

If the change affects your booked date, time or a significant part of the experience, you may choose either:

- A full refund; or
- Rescheduling to another available period during the event.

An equivalent replacement booking for the same number of children will carry no additional charge where the change was initiated by us.

For a planned change initiated by us, you will have at least 48 hours from our notification to choose between the offered refund and rescheduling options, even where that decision period extends beyond the original appointment time.

Silence does not constitute acceptance of a replacement time and will not cause you to lose a refund entitlement.

If no alternative is agreed and we cannot honour your original booking, we will provide a full refund.

Cancellations and unexpected events

If we cancel your booking, we will offer a full refund of the amount paid to us for the booking or an alternative available date if you prefer.

If we make a significant change before your visit, we will contact you and offer an appropriate alternative or the option to cancel for a full refund.

You do not have to accept credit instead of a refund where a refund is due.

Where severe weather, a safety issue, staff illness or another event outside our reasonable control affects the experience, we will contact affected customers as soon as reasonably practicable and take reasonable steps to minimise disruption.

Where we cannot provide the booked experience, the cancellation and significant-change remedies above continue to apply.

Please raise any problem with a member of staff during your visit where possible so we have an opportunity to resolve it.

Alternatively, contact us afterwards using the details in Section 1 and include your booking reference and a description of the issue.

This does not impose a shortened legal deadline for making a complaint or claim.

Your statutory rights, including rights relating to services not supplied with reasonable care and skill or as agreed, remain unaffected.

7. Children, accessibility and safety

There is no general minimum or maximum child age for the experience.

A responsible adult must accompany and supervise children throughout. Bee Wear's Santa Experience is not a childcare service.

The Santa visit is limited to four participating children and two supervising adults per slot, subject to the non-participating infant exception explained in Section 2.

Visitors must follow reasonable staff safety instructions.

We may stop an activity or ask a person to leave where reasonably necessary to address dangerous, threatening, abusive or seriously disruptive behaviour.

Accessibility

Accessibility information is available on request online, by contacting us, and in person.

If possible, please contact us before your visit if you require reasonable adjustments or would like to discuss accessibility arrangements, so we can make appropriate preparations. You may also speak to a member of staff when you arrive.

Please do not enter medical histories or diagnoses in Santa's personalisation fields.

If you need to tell us about an allergy, accessibility requirement or other support need, please contact us separately and provide only the information reasonably necessary for us to assist you.

Where sensitive information needs to be recorded, we will explain the relevant privacy arrangements.

Activities and reindeer food

The reindeer-food mixture is made from edible ingredients but is provided as a festive activity to take home rather than as a snack. Eating it is discouraged.

Please check available allergen information, supervise children and follow staff instructions.

Please use craft materials only as instructed and keep small parts away from young children.

Individual activities or materials may require age-appropriate adult assistance even though the grotto itself has no general child age limit.

Parents and accompanying adults remain primarily responsible for supervising their children, including preventing children from putting unsuitable materials or small objects into their mouths.

A member of staff will be nearby if assistance is required. Please ask promptly if you need help.

These supervision requirements do not remove our responsibility to provide reasonably safe materials and activities, appropriate warnings and services with reasonable care and skill, or any liability that cannot legally be excluded.

8. Personalisation, photography and recording

During booking, we may ask for each child's:

- First name
- Age
- Three short details about their year

Please provide accurate, positive information that your child would be comfortable hearing Santa mention.

The information helps Santa personalise the conversation. Santa does not follow a fixed script and we cannot guarantee that every supplied detail will be mentioned.

We may omit information that appears inappropriate, unnecessarily sensitive or unsuitable to discuss with a child.

Santa will adapt the conversation according to the child's age, comfort and willingness to engage.

The three personalisation details are optional.

If you leave them blank, Santa will have less information to draw upon and the conversation may therefore be less personalised or may naturally finish sooner than the approximate advertised duration.

The booked slot will still remain reserved for your family. Leaving optional fields blank does not allow us to reallocate your reserved time or deliberately cut your visit short.

Santa will still make a reasonable effort to engage with your child.

We cannot guarantee a particular response or reaction from a child, but we remain responsible for providing the agreed experience with reasonable care and skill.

You may ask us to correct or remove personalisation information before your visit. We will make reasonable efforts to reflect late changes in Santa's briefing.

There is no additional charge for correcting personal information.

Visitor photography and recording

You may take photographs and video or audio recordings of your own child during the experience.

Please ensure that other visiting children are not identifiable in your photographs or recordings, including through their voices, names or personal information.

Please frame recordings accordingly and pause recording where necessary.

Do not deliberately record other visitors or their private conversations.

Please obtain an individual staff member's permission before deliberately filming or recording them as a subject, including Santa, and respect any request to stop or reframe your recording.

Photography and recording must not obstruct the experience or delay other families.

These visitor-recording rules are separate from the store CCTV arrangements explained in our Privacy Notice.

We will seek separate, optional permission before using identifiable photographs or videos of your family for Bee Wear marketing.

Declining marketing photography will not affect your booking or experience.

9. Responsibility and the terms that apply

Please keep personal belongings with you.

We are responsible for loss or damage caused by our breach of contract or failure to exercise reasonable care and skill where that loss or damage was reasonably foreseeable when the booking was made.

We do not accept responsibility for loss caused solely by your own actions or unrelated third parties, or losses that were not reasonably foreseeable.

Bookings are supplied for personal leisure use. We do not accept liability for business losses arising from commercial use of a booking.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Nothing in these terms restricts your statutory consumer rights.

The version of these terms provided or made available when you booked applies to your booking.

Later website updates will not retrospectively remove your rights or introduce new charges.

Any agreed booking amendment will be confirmed in writing.

If any provision of these terms is found to be unenforceable, the remaining provisions will continue to apply where they can operate fairly without it.

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PRIVACY NOTICE

Who is responsible for your information?

INK SOLVE.COM LTD (company number 11604815), trading as Bee Wear, is the data controller for personal information used to manage the Santa Experience.

Contact us at:

Email: info@beewearuk.com
Telephone: 01799 219567
Address: Bee Wear, 50 High Street, Saffron Walden, Essex, CB10 1EE

This Privacy Notice relates to information collected specifically for the Santa Experience.

The Bee Wear retail website may have a separate privacy policy. Children's personalisation information supplied for the Santa Experience will be used as described here and will not be used for advertising or profiling.

What we collect and why

We collect the adult booker's name, contact information, booking date and time, number of participants, payment status and relevant correspondence.

We use this information to process and administer the booking, communicate with you and provide the experience.

Payments are processed through Stripe. Please do not send card details to us by email or enter card information into booking notes or personalisation fields.

For each participating child, we may ask for their first name, age and three short personalisation details.

Please use a child's first name only wherever sufficient.

We use the child's name and personalisation details to prepare Santa's conversation and their age to help make the interaction age-appropriate.

Please provide only information you are entitled to share as the child's parent, guardian or authorised adult.

Please avoid providing unnecessary information including:

- Surnames
- Exact dates of birth
- School names
- Home addresses
- Medical information
- Sensitive family circumstances
- Unnecessary personal information concerning other people

The three personalisation fields are optional.

Leaving them blank does not prevent you from booking but may mean Santa's conversation is less personalised or naturally finishes sooner, as explained in Section 8.

We receive children's information from the adult making or managing the booking.

Our lawful bases

We use the adult booker's information where necessary to enter into and perform the booking contract.

We process information required for tax, accounting and other legal obligations where necessary to comply with the law.

We rely on legitimate interests to use limited children's information to organise and personalise the Santa visit requested by their parent, guardian or authorised adult.

Our legitimate interests are providing the requested personalised experience and managing it effectively, balanced against children's rights, reasonable expectations and privacy.

We may also rely on legitimate interests where necessary to deal with complaints and establish, exercise or defend legal claims.

Any promotional photography or marketing permission will be requested separately.

Accepting these booking terms does not sign you up for marketing and does not give us permission to publish your child's information or images.

Who can see the information and where it goes

Relevant booking information is available only to authorised staff and service providers who need it for the purposes described in this notice.

Santa and staff assisting with the experience receive only the names and personalisation details needed for the family visit rather than unnecessary contact or payment information.

We use Acuity Scheduling/Squarespace to manage bookings and Stripe to process payments.

These providers explain their handling of personal information in their own privacy policies.

Information may also be provided to professional advisers, insurers, law-enforcement bodies, regulators or other authorities where necessary and lawful.

We do not sell children's personal information or use it for advertising.

Some service providers may process personal information outside the UK, including in the United States.

Where required, appropriate safeguards for international transfers are used. You can contact us for further information about safeguards relevant to your personal information.

How long we keep information

Children's names, ages and Santa personalisation details are retained only for as long as reasonably necessary to provide the experience and deal with necessary immediate follow-up.

They will be deleted from active booking records and connected systems no later than 30 days after the booked visit date, regardless of whether the child attends, does not attend or the booking is cancelled.

We may delete the information sooner where it is no longer required.

If a booking is formally rescheduled, the revised booked visit date will apply for this purpose.

Printed Santa briefings and temporary working copies will be securely destroyed or deleted as soon as they are no longer required for the relevant visits.

The same personalisation-deletion principles apply, so far as reasonably practicable, to copies held in emails, calendars, briefing systems and connected systems.

Where particular information is genuinely required in relation to an unresolved complaint, legal obligation or legal claim, we may retain only the information relevant to that matter for as long as reasonably necessary and lawful.

Access to such information will be restricted.

Adult booking and transaction records are retained only for as long as reasonably necessary to comply with applicable accounting, tax and other legal obligations and to deal with relevant disputes or claims.

Where possible, these records are separated from children's Santa personalisation information.

Store CCTV

CCTV operates in the store for security, crime prevention and the protection of customers, staff and property.

CCTV records video only and does not routinely record conversations.

Routine CCTV recordings are automatically deleted after 28 days, unless particular footage needs to be retained in connection with an identified incident, legal obligation or legal claim.

Where specific footage is preserved, access will be appropriately restricted and the footage will be retained only for as long as reasonably necessary.

Access to CCTV is limited to authorised people who need to view it.

Relevant footage may be disclosed to the police, insurers, legal advisers or other authorised recipients where necessary and lawful.

CCTV is separate from Santa's personalisation records and is not subject to the 30-day deletion period applying to children's personalisation information.

Your data-protection rights apply to identifiable CCTV footage as well as booking information.

To make a request relating to CCTV, contact us using the details above and, where possible, provide the date, approximate time and location to help us identify the relevant footage.

Information relating to other individuals may need to be obscured before footage can be provided.

Your data-protection rights

Your rights under the UK GDPR and Data Protection Act 2018 apply.

Depending on the circumstances, you or your child may have rights to:

- Access personal information
- Correct inaccurate information
- Request deletion
- Restrict certain processing
- Object to certain processing
- Receive certain information in a portable format

Where we rely on legitimate interests, you have the right to object to that processing.

Contact info@beewearuk.com and explain your objection. We will consider it in accordance with applicable data-protection law.

An objection does not necessarily require us to delete information where we have overriding lawful grounds to continue processing it.

Where processing relies on consent, consent may be withdrawn at any time without affecting processing that was lawful before withdrawal.

Some records may need to be retained where required by law or where reasonably necessary to establish, exercise or defend legal claims.

Data-protection rights relating to a child's information belong to the child. A parent or guardian may contact us on their behalf where appropriate.

We may need to verify identity and authority before responding to a request.

To exercise a data-protection right, contact:

info@beewearuk.com

You also have the right to complain to the Information Commissioner's Office (ICO). We would welcome the opportunity to address your concerns first.

We do not use children's information for profiling or solely automated decision-making producing legal or similarly significant effects.

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BOOKING DECLARATION

By completing the booking, you confirm:

“I am aged 18 or over and have authority to make this booking and provide the children's details. I have checked the date, time and number of children, agree to the Booking Terms, and have read the Privacy Notice.”