Grovewell Garden Centres – Event Terms & Conditions

By purchasing tickets to any event at Grovewell Garden Centres, you agree to be bound by the following Terms & Conditions. Please read them carefully before completing your booking.

1. General Terms

• Grovewell Garden Centres reserves the right to amend these Terms & Conditions at any time without prior notice.
• Your pre-booked ticket is only valid for the date and time stated at the time of booking.
• We strongly recommend double-checking your booking details before completing your purchase, as we cannot offer refunds once tickets have been purchased (see our refund policy below).
• Tickets are only valid for the specific branch and event selected at time of booking. Please verify the correct location on your ticket before attending.

2. Ticketing & Entry

• To gain entry to your event, you must present a valid ticket or e-ticket (printed or on a mobile device) upon arrival.
• Please arrive at least 5 minutes before your allocated time slot. While we strive to run all events punctually, in the rare event of delays beyond our control, we will admit you as soon as possible.
• Entry will not be granted for time slots other than the one printed on your ticket. If you've misplaced your ticket or haven’t received your confirmation email, please contact Canterbury Garden Centre 01227 375415 or e-mail info@canterburygc.co.uk for support.

3. Children & Guardians

• All children attending our events must be accompanied by a responsible adult aged 18 or over.
• For safety and supervision reasons, there is a maximum ratio of four children per adult, and a total of six children permitted in the grotto at any one time
• This policy helps us maintain high standards of health, safety, and safeguarding at all events.

4. Refunds & Amendments

• Refunds are only available if requested at least 72 hours prior to your original booking date.
• All refunds will be processed via the original payment method, with a £1 booking fee deducted from the refund amount.
• We are unable to offer refunds within 72 hours of the event or after the event has passed.
• If you wish to amend your booking (e.g., change the date or time), you may do so by logging into your online account and selecting from available time slots.
• Amendments can only be processed at least 48 hours prior to your booking date.
• Amendments can only be made online and are not available in-store or via telephone.
• Grovewell Garden Centres is not responsible for any technical issues with the website that may prevent you from modifying your booking.

5. Event Cancellations

• If we are forced to cancel or reschedule an event due to external factors (e.g., adverse weather), we will offer an alternative date or time slot where possible.
• If no alternative is available, you will receive a full refund, provided you contact us within 28 days and can present your original ticket.
• It is your responsibility to get in touch with us to arrange your new booking or refund.
• Grovewell Garden Centres is not liable for any delay or cancellation that results in missing an associated event or booking.

6. Pets

• While dogs are welcome in our garden centres, they are not permitted into any event spaces, including Father Christmas’ Grotto.
• Guide Dogs and Assistance Dogs are of course welcome in accordance with accessibility guidelines.

7. Safety & Conduct

• The safety of our guests and staff is our top priority. In the event of an emergency, please follow all instructions given by Grovewell team members for a safe and orderly evacuation.
• We reserve the right to refuse admission or remove individuals from an event if we feel the safety or well-being of others is at risk, or if behaviour is deemed inappropriate.
• Grovewell Garden Centres is not responsible for lost or stolen tickets.

8. Grotto Gifts

• The gift(s) selected as part of your Grotto experience are non-transferable and cannot be exchanged for cash or alternative items.
• Gifts from Father Christmas’ Toy Workshop are subject to availability, and while we do our best to provide a wide range of options, specific items cannot be guaranteed.
• Please ensure gifts are chosen within the recommended age range for your child. Grovewell Garden Centres cannot take responsibility for gifts selected outside of these guidelines.
• If your gift is broken or faulty, please return it to us within 48 hours of your visit, and we’ll be happy to provide a like-for-like replacement. Unfortunately, we’re unable to replace gifts in cases of change of preference.

9. Feedback & Support

We welcome all feedback, whether positive or constructive, as it helps us improve our events. If you have any comments, questions, or concerns, please don’t hesitate to contact us. We’ll always aim to respond promptly and clearly.

Canterbury Garden Centre info@canterburygc.co.uk