T&Cs: Santa’s Flight School at The Chimes, December 2025

Terms & Conditions for customers

By buying or being issued tickets for the Santa’s Flight School at The Chimes you are deemed to have accepted and agree to adhere to the Terms and Conditions below.

1. Definitions and Interpretation

The ‘Event’ means without limitation, Santa’s Flight School to be held at The Chimes in respect of which Bakehouse Factory Limited are the ‘Event Organisers’ on behalf of and in conjunction with The Chimes (collectively known as ‘The Organiser’) and have the right to sell you tickets. ‘Tickets’ means tickets or other type of evidence (including electronic tickets) for an Event sold by The Organiser to You.

The Chimes has provided the Venue and Bakehouse Factory Limited has the right to occupy space to operate the Event. ‘Venue’ means any facilities or locations of any nature where the Event is being held. ‘The Organiser’ means Bakehouse Factory Limited (on behalf of The Chimes.) ‘You’ means you or anybody who in The Organiser’s reasonable opinion is acting with your authority or permission. ‘Your’ shall be read accordingly.

2. Incorporation

These Terms and Conditions incorporate and should be read in accordance with the Venue conditions and regulations, copies of which are available upon request from the Venue. In the event of any inconsistency between the terms in relation to Venue, those of the Venue shall prevail.

3. Tickets

All Tickets are sold subject to availability and to these Terms and Conditions. These Terms and Conditions should be read carefully prior to purchase and any queries relating to them should be raised with us prior to purchase, as purchase of Tickets constitutes acceptance of these Terms and Conditions. A valid e-ticket on mobile or tablet device or print out with QR code must be produced to get into the Event. It is Your responsibility to check your tickets as if you have made a mistake, it cannot always be rectified after purchase. Please check your Tickets on receipt carefully and contact us immediately if there is a mistake. 

All children under 14 years of age must be accompanied by an adult. Each session consists of up to 10 children for general sessions and 6 children for SEND sessions. Groups are made up of mixed bookings. Your ticket entitles you to one admission to the Santa’s Flight School at The Chimes experience. Each session is approximately 18-minutes long, but up to 30 minutes should be allowed to include time for checking in (10 minutes prior to the session start time)

Your Ticket includes:

•           An approximately 18-minute experience including meeting Santa

•           A free ‘Santa’s Flight School’ certificate for each ticket-holding child

4. Refunds and exchanges

The Organiser is not responsible for any lost, stolen or damaged Tickets.  Any replacement of lost, damaged or stolen Tickets is at our discretion and we may charge an administration charge for the replacement.  We do not refund Tickets except in certain circumstances at our discretion.

Tickets cannot be exchanged or refunded after purchase unless the performance is cancelled or rescheduled (subject to below). Where an Event is cancelled or rescheduled (subject to below) by the Venue or The Organiser, or where the Event is cancelled or rescheduled due to circumstances beyond The Organiser’s control, you will be entitled to claim a refund from The Organiser in accordance with this clause.

Where a refund is sought You must bring this to The Organiser’s attention as soon as possible upon becoming aware of a cancellation or where the Event has been rescheduled, prior to the rescheduled Event. The refund for Tickets equals at least the face value price paid or, if the face value has been reduced by the organiser, the discounted face value price paid – refunds will be minus any booking or administration fees. In order to claim Your refund, please apply in writing via email to chimes-tickets@bakehousefactory.co.uk. Include the proof of purchase and enclose Your complete unused Tickets, promptly (which must be no later than 1 month from the scheduled date of your booking). Refunds shall only be made to the person who purchased the Tickets and, when possible, be made using the same method as was used to purchase the Tickets. 

5. Price and payment

The price of the Ticket shall be the price set at the time The Organiser accepts your order. All prices set are inclusive of VAT, with a separate booking fee. The price does not include the cost of collection or delivery fee if applicable and requested by you, or any insurance product.  No order will be accepted until The Receiver & DigiTicket have received full payment. You agree to us debiting or authorising the amount of the total ticket purchase price, and booking fees from your credit/debit card – We will confirm to you how much this will be before you confirm the purchase when paying online.  Where payment is not taken online we will contact you within 24 hours of making your booking to confirm total payment due for your booking and take payment over the phone or at the venue as agreed with you.

The Tickets are for personal use. You must not auction, donate, offer for sale, or advertise Tickets for sale via the internet or elsewhere without our prior written consent.

A valid Ticket must be produced for child in your party, with the exception of babies in arms who do not require a ticket where the party includes other paying ticket-holders - however a minimum of one child ticket must be purchased per family group, even if the child is a baby in arms.  A Ticket obtained in breach of the Terms, or which in our reasonable opinion is being used or is intended to be used in breach of the Terms, shall be void.  This may include you being refused entry to the Santa’s Flight School at The Chimes experience or the Ticket being cancelled, without notification. No compensation will be provided in such circumstances and we reserve the right to withhold any refund. You must not use Tickets as prizes in promotions, sweepstakes, hospitality packages, auctions, lotteries or competitions (including those used for charity) without our prior written consent.

Any discounts, vouchers or lowered priced tickets must be mentioned when you buy your tickets and cannot be applied for in retrospect.

Ticket enquiries can be made by contacting chimes-tickets@bakehousefactory.co.uk. We aim to respond to all enquiries within 48-hours.

6. Delivery

Unless notified to the contrary, e-tickets will be issued by email to the email address supplied at the point of purchase, to be exchanged at the entrance to the Experience. No paper tickets will be issued by The Organiser.

7.  Changes to the event

The Organiser of the Event and/or the Venue reserves the right to make alterations to the published Event programme where reasonably necessary.

8. Liability

Personal arrangements including travel, accommodation or hospitality relating to the Event which have been arranged by You are at your own risk. Liability for the cancellation or rescheduling of an Event, will be limited to the refund as set forth in Section 7. Neither The Organiser nor the Venue will be responsible for any loss, theft or damage of Your personal belongings, other than caused as a result of The Organiser’s negligence or that of the Venue or other breach of statutory duty.

Other than liability for death or personal injury resulting from The Organiser’s negligence, The Organiser and its employees or agents shall not be liable for any loss or damage howsoever arising, including without limitation any distress, inconvenience or anxiety caused during the course of any experience and/or during evacuation from the Venue in the event of closure or accident.

9. Cancelled and rescheduled events

It is Your responsibility to ascertain whether an Event has been cancelled or re-scheduled and the date and time of any re-scheduled Event. Where an Event is cancelled or re-scheduled, The Organiser will use The Organiser’s & the Venue’s reasonable endeavours to notify You using the details You provided to The Organiser at the time of at the time of ordering.

The Organiser does not guarantee that You will be informed of such cancellation before the date of the Event. It is Your responsibility to inform The Organiser of any change to the contact address, telephone number or email address that You provide The Organiser with at the time of ordering.

10. Use of personal details and Data Protection

The Organiser collects data supplied by You for the purpose of facilitating your booking. Payment is taken via a secure payment gateway and the data is not collected or stored by The Organiser.

11. Conditions of Admission

The management of the Venue reserves the right to refuse Ticket holders admission to the Venue in reasonable circumstances including for health and safety, licensing reasons or where a Ticket is void. The management of the Venue also reserves the right to request that Ticket holders leave the Venue at any point on reasonable grounds and may take any appropriate action to enforce this right. By way of example, the Venue may remove a Ticket holder who: 1) has behaved in the Venue in a manner which, in the reasonable opinion of the Venue has, or is likely to affect the enjoyment of other visitors; or 2) uses threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace; or 3) in the reasonable opinion of the Venue is acting under the influence of alcohol or drugs; or No refunds will be given to Ticket holders who are refused entry or ejected due to their own behaviour as suggested in, but not limited to, the examples above.

12. Special Educational Needs and/or Disabilities

There are dedicated sessions for those with Special Educational Needs and/or Disabilities (SEND) scheduled throughout the event as the first session of the day. These sessions have been created with SEND persons in mind and are quieter and calmer than our other Santa’s Flight School sessions, with a reduced capacity.

If you have any further questions about our SEND sessions or have any specific ticketing, access or support needs you would like to talk to us about, please speak to our team via chimes-tickets@bakehousefactory.co.uk. We aim to respond to all enquiries within 48-hours.

13. Restrictions and prohibitions

The use of equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data inside any Venue is strictly forbidden. Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed. Any recording made of an Event in breach of these conditions shall belong to The Organiser. The Venue or the Event Organiser will not be liable for any loss, theft or damage to confiscated items. By attending an Event, Ticket holders consent to filming and sound recording of themselves as members of the audience, although where possible permission will be sought prior to filming. Mobile phone photography and videography is permitted for families enjoying the experience seeking to preserve and share their memories with friends and family.

Every effort shall be made to admit latecomers to Events at a suitable break in the Event where possible, but late admission cannot be guaranteed. If you are unable to attend Your booked session due late arrival and Your place being filled, You will not be entitled to a refund.  If you miss your session, rebooking onto a different session may be permitted in exceptional circumstances, but this is not guaranteed and will be subject to availability and the discretion of The Organiser

14. Health and Safety

Ticket holders must comply with all relevant statutes, safety announcements and Venue regulations whilst attending the Event. If Ticket holders have any special requirements or concerns about any special effects which may be featured at the Event, prior notice should be provided when ordering Tickets. Special effects may include, without limitation, sound, audio visual, pyrotechnic effects or lighting effects.

15. Waiver

If The Organiser delays or fails to enforce any of these Terms and Conditions It shall not mean that The Organiser has waived our right to do.

16. Assignment

The Organiser shall be entitled to assign any of The Organiser’s rights and obligations under these Terms and Conditions provided that Your rights are not adversely affected.

17. Third Parties

Any person, other than the Venue or Event Organiser, not a party to these Terms and Conditions shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms and Conditions. The Act can give rights under some contracts to third parties who are not parties to those contracts but in this case only The Organiser and the Venue Metrocentre and You (or your assignees permitted hereby) have rights and obligations under this contract.

18. Force Majeure

For the purposes of these Terms and Conditions, “Force Majeure” means any cause beyond The Organiser’s control including, without limitation, act of God, war, insurrection, riot, civil disturbances, acts of terrorism, fire, explosion, flood, theft of essential equipment, malicious damage, strike, lock out, weather, third party injunction, national defence requirements, acts or regulations of national or local governments or pandemics. The Organiser will not be liable to You for failure to perform any obligation under these Terms and Conditions to the extent that the failure is caused by Force Majeure. This Clause does not affect the terms of Clause 7.

19. Smoking

No Smoking is permitted within the event space. This includes the use of ‘E-Cigarettes’.

20. Amendments and variations

The Organiser intends to rely on the written terms set out here in this document as well as the written terms and conditions of the Venue and the Promoter. You should read the terms and conditions carefully before entering into the contract to ensure that they contain everything that You consider has been agreed. If they do not then you should speak to any member of staff. After the contract has been made, these Terms and Conditions cannot be varied or amended in any respect unless both You and The Organiser agree.

21. Entire Agreement

These Terms and Conditions, and the terms and conditions of the Venue and the Event Organiser and any specially agreed terms constitute the entire agreement between the parties in connection to, its subject matter and supersede any previous terms and conditions, agreement or arrangement between the parties. Each of the parties agrees that it has not entered into these Terms and Conditions in reliance on, and shall have no remedy in respect of, any statement, representation, covenant, warranty, undertaking or indemnity (whether negligently or innocently made) by any person (whether party to these Terms of Conditions or not) other than as expressly set out in these Terms and Conditions.

22. Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in all respects in accordance with English law and the parties agree to submit to the exclusive jurisdiction of the English courts.

23. Contact

If you have any questions about these conditions or the Santa’s Flight School at The Chimes experience, please contact chimes-tickets@bakehousefactory.co.uk. We aim to respond to all enquiries within 48-hours.

24. Your Data

We will always treat your data with utmost care. For further information about how we protect your data and your rights, please view our Privacy Notice - https://chimesuxbridge.co.uk/privacy-policy/