REFUND, CANCELLATION AND EXCHANGES POLICY

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

1. POLICY OVERVIEW
This policy outlines the terms under which refunds, cancellations, and changes may be made in relation to tickets purchased for THE POLAR EXPRESS™ Train Ride - Edinburgh 2026. By purchasing tickets, customers agree to this policy in full.

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

2. CUSTOMER CANCELLATIONS
2.1 All ticket purchases are non-refundable and non-transferable, except where required by law or where the Event is cancelled by the Company.
2.2 Refunds will not be issued in the event of:
- Change of personal circumstances
- Illness or injury
- Inability to attend
- Travel disruption
- Weather conditions (unless the event is cancelled in full)
- Late arrival or missed departure
- Booking made in error
- Dissatisfaction with the Event
2.3 Customers are responsble for ensuring they are able to attend at the time of purchase.

3. EVENT CANCELLATION BY THE COMPANY
3.1 The Company reserves the right to cancel the Event due to:
- Operational requirements
- Safety concerns
- Railway infrastructure issues
- Severe weather
- Force majeure
3.2 In the event of a full cancellation by the Company, customers will be offered:
- A full refund OR
- The option to transfer to an alternative date (subject to availability)
3.3 A "cancellation" refers to the complete cancellation of the event.
3.4 The following do not constitute cancellation and do not entitle customers to a refund:
- Delays
- Shortened journeys
- Changes to timings
- Chanegs to train, seating, or experience elements
3.5 The Company shall not be liable for:
- Travel costs
- Accommodation costs
- Any indirect or consequential losses

4. DELAYS, CHANGES AND DISRUPTION
4.1 The Event operates on the UK mainline railway and is subject to operational conditions outside the Company's control.
4.2 The Company reserves the right to:
- Amend departure or arrival times
- Substitute rolling stock
- Modify the onboard or station experience
4.3 Such changes shall not entitle the Customer to a refund.

5. TRANSFERS AND DATE CHANGES
5.1 Tickets are non-transferable and non-exchangeable.
5.2 The Company may, at its sole discretion, offer a transfer to an alternative date where:
- Capacity allows
- Sufficient notice is given
5.3 Any such transfer:
- Is not guaranteed
- May incur an administration fee
- May be subject to price differences

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

7. NON-ATTENDANCE
7.1 Failure to attend the Event for any reason will result in:
- No refund
- No transfer
- No credit

8. PARTIAL USE OF TICKETS
8.1 Where a customer:
- Leaves early
- Misses part of the Event
- Does not fully utilise their ticket
- No refund or compensation will be provided.

9. REFUNDS
9.1 Where a refund is issued (in the case of full cancellation by the Company):
- Refunds will be processed to the original payment method
- Processing times may vary
9.2 Booking fees, transaction fees, and operational add-ons (including Refund Protection Cover) are non-refundable, unless required by law.

10. CHARGEBACKS AND DISPUTES
10.1 By purchasing tickets, customers confirm they:
- Have read and accepted this policy
- Understand the no-refund terms
10.2 The Company reserves the right to:
- Dispute any chargeback
- Provide evidence including:Acceptance of Terms and Conditions
- Proof of Event delivery
- Booking and attendance records
10.3 Incorrect or fraudulent chargebacks may result in further action to recover losses.

11. EXCEPTIONAL CIRCUMSTANCES
11.1 Any exceptions to this policy are:
- At the sole discretion of the Company
- Not guaranteed
- Not precedent-setting

12. POLICY ACCEPTANCE
12.1 By completing a booking, the Customer confirms:
- They have read and understood this policy
- They accept the strict no-refund terms
- They are able to attend the selected date and time