Santa Grotto Bookings Terms and Conditions

  • Each 20 minute slot will have multiple children booked in. 
  • Parents are free with every child ticket purchased. 
  • Please arrive on time to ensure all children have the opportunity to see Santa within their estimated time slots.
  • Walk in bookings may be available on the day – please check with the Elf at the Grotto.
  • There will be no professional photography in the Grotto but parents and guardians are welcome to take pictures of their own children.


All tickets are sold subject to availability and to these terms and conditions. These terms and conditions should be read carefully and any queries raised prior to purchase. Purchase of a ticket constitutes acceptance of these terms and conditions. A valid ticket must be produced to get into the Grotto.  Tickets can be presented via a paper e-ticket, or on smart phones and tablets. It is your responsibility to check your tickets as if a mistake has been made it cannot always be rectified after purchase and time slots are non-transferable. Please ensure you arrive on time at the Heswall ICE Festival for your allocated Grotto booking, as late arrivals will not be accepted and the ticket will become void and amount you have paid will be forfeited. Once you have purchased a ticket a refund cannot be given. Tickets can be bought or obtained directly from the Heswall ICE Festival website and are subject to availability.  Tickets can be purchased at the grotto only if there are spaces free and are subject to availability.  Heswall ICE Festival is not responsible for any lost, stolen or damaged tickets. Payment is taken from the website via a secure payment gateway.

Conditions of Admission

The management of the Grotto reserves the right to refuse ticket holder’s admission to the Grotto in reasonable circumstances including for health and safety, licensing reasons or where a ticket is void. No refunds will be given to ticket holders who are refused entry or asked to leave due to, but not limited to, the examples above. For the purposes of the Heswall ICE Festival Grotto and these terms and conditions, a “child” is someone aged between 1 day and 14 years old.


The gift provided to each child is the same for all and may not be suitable for all children. The gift cannot be exchanged during or after visiting the Grotto. The Heswall ICE Festival accepts no fault of injury caused by a Grotto present and presents should be used under adult supervision. Presents are only available to children with a ticket.  “I believe” bags can be purchased from the grotto and will be presented to your child at the end of their time slot.


Children must be supervised at all times by a parent or guardian whilst visiting the Grotto. Children without a parent or guardian will not be admitted into the Grotto. We reserve the right to change the advertised dates, opening hours and schedule of the Grotto without notice or liability, where it is necessary to do so for reasons beyond our reasonable control. We may close or remove parts of the Grotto if deemed faulty or unsafe. We will use reasonable endeavours to ensure that your visit to the Heswall ICE Festival Grotto is a happy and memorable one for you for all the right reasons, however we cannot be liable for distress caused beyond our control nor for any emotional distress or disappointment caused by the role-playing of characters (including, without limitation, if any Child (or Adult) loses his or her belief in Father Christmas for any reason as a result of visiting Heswall ICE Festival Grotto). Pushchairs and wheelchairs are unable to visit the Grotto due to a narrow entrance, if you have a wheelchair user in your party please contact the Heswall ICE Festival.

Any persons with allergies to nuts should not enter the Grotto.


If you have any questions please email