Please find below the relevant section from our Terms and Conditions which sets out our Refund and Cancellation Policy
4. Ticket cancellations, exchanges & refunds
4.1 Tickets are non-refundable.
4.2 For experiences with a minimum attendance requirement, if attendance is insufficient, visitors may be rescheduled to a later time. We will make every effort to notify customers in advance, but alternative arrangements may be provided upon arrival if necessary.
4.3 If an Experience is cancelled by ScreamWorks, customers will receive a voucher for the full purchase amount, redeemable for any available future Experience within 12 months. If the customer is unable to attend a future Experience, a full refund, including any booking fees, will be provided.
4.4 Refunds will be issued only to the original purchaser and, where possible, by the original payment method.
4.5 ScreamWorks reserves the right to cancel Tickets suspected of fraud, resale, or exceeding purchase limits. Purchase limits will be clearly stated at booking.
4.6 Event-specific terms, including arrival windows, will be detailed in the event description and/or confirmation email. Due to the immersive nature of our Experiences, late arrivals beyond the designated window cannot be admitted and will not receive a refund. For group bookings, if some members of the group arrive within the window while others do not, those who arrive on time will be permitted entry, provided the minimum attendance level is met (typically two persons).
4.7 For group bookings of 14 or more attendees, up to 10% of the Tickets (rounded up) will be refunded upon request if ScreamWorks is notified at least 72 hours before the event start time.
4.8 Due to the highly immersive nature of our Experiences, all attendees must have valid tickets. Additional tickets cannot be purchased on-site, and any guests arriving without valid tickets will not be admitted. In such cases, the entire booking will be cancelled without a refund, as any interruptions compromise the integrity of the Experience for all guests.
4.9 ScreamWorks will offer ticket exchanges, so long as the Customer informs us of the variation BY EMAIL ONLY within 72 hours of the start time of their booking. ScreamWorks will provide the customer with a store credit for the value of the original order (which will be valid for 12 months only) and it is the customers responsibility to use that store credit to purchase tickets to an alternative event.