Terms and Conditions

Please read these Terms and Conditions carefully. By buying tickets for the Enchanted House you and all the people in your group are agreeing to comply with our Terms and Conditions.

The Enchanted House is a parent/child-carer supervised experience. All children must be accompanied by an adult and must remain under that adult’s supervision at all times. No children will be allowed to go around the House, or enter any of the rooms on their own.  The welfare and safety of all children therefore remain the full responsibility of the parent/child-carer and not the Enchanted House staff.


The Enchanted House is designed specifically for children from 15 months to under the age of 8 years. If you have an older child they would also enjoy the event but may find some activities a little bit young.

Please note that only children between the ages of 15 months and under the age of 10 years old will receive a gift from Santa Claus.

There must be at least one adult (18+ years) present for every three children. Children must be accompanied by an adult at all times, no unaccompanied children will be allowed entry into The Enchanted Christmas House.

Infants under 15 months of age may attend free of charge but will not be able to participate in the structured activities. Unfortunately, we are unable to provide baby food.

There are a maximum number of 7 children per booking.

There must be no more than 8 people per booking.

Two friend groups cannot attend as one family ticket.

We regret that under no circumstances can tickets be refunded or transferred to another date. Please check you can attend the date and session before purchasing the ticket. The Enchanted House acts just like a theatre and we cannot change your date. If however for any reason the event you have booked tickets for cannot run, we will offer you a full refund or an alternative day.

In case of unforeseen circumstances, we reserve the right to postpone or cancel a house tour. In this event, you can choose between a full refund and another date/time (subject to availability).  In the unlikely event of a postponing or cancelling we will not be liable for any travel costs or other loss incurred by you or your guests.

From time to time, we may change the cost of tickets, but this will not affect tickets already bought.


All tickets purchased will be confirmed with an emailed ticket confirmation. If you do not receive a printable ticket your booking was not successful. Please print out and bring this confirmation with you on the day of your visit.


Doors will open at precisely 10:30 and 14:30 – unfortunately there is no inside waiting. You will not be able to enter the Enchanted House if you do not bring a copy of your ticket confirmation. The Enchanted Christmas House is a three hour scheduled performance, late entry will mean that you/your guests/your group members will miss out on some of the activities.

We reserve the right to ask guests to leave if we believe their behavior is adversely affecting the pleasure of our other guests. We can refuse entry on a similar basis.

Pets are not allowed.


Whilst always ensuring a rich range of activities, we reserve the right to change the nature of these activities.


All personalised Santa Claus Forms have to be returned to us at the time of booking. You will not be able to complete a form on the day of your visit. If there are more then three children seeing Santa we cannot guarantee conversation about personalised information.


It is your responsibility to tell us at the time of booking of any dietary requirements or disabilities. We will do our utmost to cater for these requirements but we regret to say that we cannot cater for all requirements and disabilities.

Unfortunately, we cannot provide for any dietary requirements in the Gingerbread Kitchen. We will try to provide another cookie that the children can eat and can still decorate the gingerbread men to take home for their friends and family.


Do bring your camera with you. All areas of the House can be filmed or photographed as long as you take pictures of your own child and not other children.  Please note that any photos, films you take can only be for personal not commercial use.

Occasionally we may photograph or film an Enchanted House tour to use in our publicity. If you have objections please let us know at the beginning of your tour.


Please be assured that we have years of experience of running top quality events in our award-winning venue.  If however, you have a complaint please inform a member of staff on the day who will do their utmost to resolve the matter.  If you are still unhappy please email us on info@enchantedhouse.net within a week of your visit. We regret that we cannot deal with complaints outside of this timeframe.


We will not be liable for any injuries, loss of personal possessions, other losses or damage or any kind. This is due to the fact that all children are under the supervision of parents/child-carers at all times. There will be a cloakroom where you can store coats and other personal belongings but there are no locker facilities. We will not be liable or responsible for cancellation due to an event outside our control e.g. severe weather conditions, fire, flood, terrorist attack, and unexpected black out, electricity failure. If this happens, we will attempt to provide an alternative visiting time for you but this cannot be guaranteed.