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 cannot be refunded after purchase unless the Experience is cancelled.
4.2 Where certain experiences require a minimum attendance number, which has not been achieved, visitors may be rescheduled to another time. The Attraction team will endeavour to contact customers in advance of their ticketed time; however, this may not be possible and suitable arrangements will be made on arrival.
4.3 Refunds shall only be made to the person who purchased the Tickets and, where possible, by the same method used to purchase the Tickets. When it is not possible to refund via the same payment method the Attraction reserves the right to request additional identification or documentation to ensure the money is returned to the correct person.
4.4 In the case of a cancelled Experience (cancelled by ScreamWorks), Customers will be refunded the purchase price of the Tickets (the amount actually paid) and any associated booking fees.
4.5 In the case of a postponed/rescheduled Experience, Customers will be offered alternative Tickets of the same value for the new date/time, subject to availability. Where it is not possible to offer Tickets of the same value then alternative Tickets may be offered. Should the Customer not wish to accept these Tickets then a refund can be obtained for the face value of the Tickets and any associated booking fees.
4.6 In rare and unforeseen circumstances, the Attraction may be required to revoke a Customer’s Tickets and offer alternative Tickets for the same Experience of the equivalent value. If this is not possible, alternative Tickets may be offered and any difference in value credited or debited to the Customer as applicable and with their consent. If the Attraction cannot offer Tickets of the equivalent value, then the Customer can claim a refund of the face value of the Tickets and any associated booking fees.
4.7 The Attraction reserves the right to cancel Tickets which they reasonably suspect to have been booked fraudulently, which exceed any advertised limits on the quantity that a person/household can buy, or which they suspect to have been resold, or attempted to be resold, for financial gain. Any applicable restrictions on the quantity of Tickets that can be purchased will be made clear at the time of booking.
4.8 Each event will have its own specific terms and conditions which will supplement these terms. These additional terms and conditions will be set out in the event description and in the email which is sent out to each Customer in advance of the event. These terms will specify an arrival window and a cost of rebooking. If you arrive after the expiry of this arrival window then you will be denied entry. We will offer you an opportunity to reschedule your tickets, at the cost stated.
4.9 For group bookings of over 14 players/ attendees, we will refund up to 10% of the purchased tickets (rounded up to the nearest whole number), so long as the Customer informs us of the variation within 72 hours of the start time of their booking. For example, if a Customer has purchased 19 tickets for an event due to start at 1pm on 4th July 2024, but they wish to reduce the total number of attendees to 16 players, then so long as the Customer informs ScreamWorks of this variation by 1pm on 1st July 2024, ScreamWorks will refund the price of TWO Tickets (10% of 19 Tickets, rounded up to the nearest whole number).