TERMS AND CONDITIONS

THE POLAR EXPRESS™ Train Ride Edinburgh Waverley 2026
Operated by Holdham Events Limited

1. DEFINITIONS
1.1 "The Event" refers to THE POLAR EXPRESS™ Train Ride Edinburgh Waverley 2026 operated by Holdham Events Limited.
1.2 "The Company" refers to Holdham Events Limited.
1.3 "Customer" refers to the person purchasing tickets and/or attending the Event.
1.4 "Tickets" refers to admission to the Event
1.5 "Event Date" refers to the scheduled date and time of travel.

2. CONTRACT FORMATION
2.1 A contract is formed upon completion of purchase and receipt of confirmation.
2.2 By purchasing Tickets, the Customer agreed to be bound by these Terms and Conditions.
2.3 Tickets are sold subject to availability and may be withdrawn at any time.

3. TICKET SALES
3.1  All Tickets are sold subject to availability.
3.2 The Company reserves the right to refuse any booking at its discretion.
3.3 Tickets may not be resold.
3.4 Prices are subject to change without notice prior to purchase.

4. PAYMENT
4.1 Full payment or agreed instalment payments must be completed to secure booking.
4.2 Failure to complete payment may result in cancellation without notice.
4.3 Payment plans (e.g. Klarna) are subject to third-party terms.

5. REFUND POLICY
5.1 All ticket purchases are non-refundable and non-transferable, except where the Event is cancelled by the Company (see Clause 8).
5.2 No refunds will be provided by the Company in the event of:
- Change of personal circumstances
- Illness or inability to attend
- Travel disruption
- Weather conditions (unless the Event is cancelled entirely)
- Dissatisfaction with the Event
- Late arrival or missed departur
5.3 Customers are strongly advised to ensure they are able to attend prior to purchase.

6. REFUND PROTECTION COVER
6.1 Customers may choose to purchase optional Refund Protection cover provided by XCover at the time of booking.
6.2 This cover is:
- Optional
- Provided by a third-party
- Subject to separate terms and conditions
6.3 Where purchased, any claims must be made directly with XCover.
6.4 The Company does not provide refunds for circumstances covered under XCover
6.5 The cost of Refund Protection Cover is non-refundable under all circumstances, including:
- Event cancellation
- Successful or unsuccessful claims

7. EVENT CHANGES
7.1 The Company reserves the right to:
- Change timings
- Change seating arrangements
- Substitute rolling stock or equipment
- Alter the experience where necessary
7.2 Such changes shall not constitute grounds for refund.

8. EVENT CANCELLATION BY THE COMPANY
8.1 The Company reserves the right to cancel the Event due to:
- Operational requirements
- Safety concerns
- Railway infrastructure issues
- Severe weather
- Force majeure
8.2 In the event of cancellation by the Company, Customers will be offered:
- A full refund, OR
- The option to transfer to an alternative date (subject to availability)
8.3 The Company shall not be liable for:
- Travel costs
- Accommodation costs
- Any indirect or consequential losses

9. DELAYS AND DISRUPTION
9.1 The Event operates on the UK mainline railway and may be subject to delays.
9.2 Delays, changes, or shortened journeys shall not entitle the Customer to a refund.

10. BOARDING AND ATTENDANCE
10.1 Customers must arrive in good time as specified in pre-event communications.
10.2 Late arrivals may be refused boarding without refund.
10.3 Tickets are valid only for the specified departure.

11. CUSTOMER CONDUCT
11.1 Customers must:
- Follow instructions from staff
- Behave in a safe and orderly manner
11.2 The Company reserves the right to refuse admission or remove any individual who:
- Is intoxicated
- Is disruptive or unsafe
- Fails to comply with instructions
11.3 No refund will be issued in such cases

12. CHILDREN AND SUPERVISION
12.1 Children must be accompanied by a responsible adult at all times.
12.2 The Company accepts no responsibility for unsupervised children.

13. ACCESSIBILITY
13.1 The Company will make reasonable adjustments where possible.
13.2 Customers requiring assistance must notify the Company in advance.

14. HEALTH AND SAFETY
14.1 The Event takes place in a live railway environment.
14.2 Customers must comply with all safety instructions at all times.
14.3 Failure to do so may result in removal without refund.

15. FOOD AND DRINK
15.1 Food and beverages may be provided as part of the Event.
15.2 The Company cannot guarantee allergen-free environments.
15.3 Due to the large volume of passengers attending the Event, the Company cannot cater for any special dietary requirements
15.4 Customers attend at their own risk regarding allergies.

16. PHOTOGRAPHY AND MEDIA
16.1 The Company may record and photograph the Event.
16.2 By attending, Customers consent to use of their image for promotional purposes.

17. PAYMENT DISPUTES AND CHARGEBACKS
17.1 By purchasing Tickets, the Customer confirms they have read, understood, and agreed to these Terms and Conditions, including the Company's refund and cancellation policy.
17.2 The Customer acknowledges and agrees that:
- Tickets are non-refundable, except where the Event is cancelled by the Company
- Delays, changes, or alterations to the Event do not entitle the Customer to a refund
- Failure to attend the Event does not entitle the Customer to a refund
17.3 In the event of a payment dispute or chargeback request, the Company reserves the right to provide the following evidence to the Customer's payment provider:
- Proof of purchase and transaction confirmation
- Acceptance of Terms and Conditions at the point of sale
- Records of attendance and/or ticket usage (including check-in data)
- Copies of event communications provided to the Customer
- Evidence of Event delivery
17.4 Where a chargeback is raised incorrectly or fraudulently, the Company reserves the right to:
- Dispute the chargeback in full
- Provide all relevant evidence to the payment provider
- Recover any associated costs or losses incurred
17.5 The Customer agrees that initiating a chargeback does not cancel or override this agreement and may result in further action where appropriate.

18. LIABILITY
18.1 The Company shall not be liable for:
- Loss or damage to personal property
- Indirect or consequential losses
- Circumstances outside its control
18.2 Nothing in these Terms excludes liability for death or personal injury caused by negligence.

19. FORCE MAJEURE
19.1 The Company shall not be liable for failure to perform due to events beyond its control, including:
- Weather
- Industrial action
- Railway disruption
- Government restriction

20. THIRD PARTY OPERATORS
20.1 The Event operates in conjunction with third-party operators.
20.2 The Company is not responsible for their actions or omissions.

21. DATA PROTECTION
21.1 Customer data will be processed in accordance with applicable data protection laws.
22. GOVERNING LAW
22.1 These Terms shall be governed by the laws of England and Wales.

23. FINAL PROVISIONS
23.1 The Company reserves the right to amend these Terms at any time.
23.2 These Terms constitute the entire agreement between the parties.