Santa's Grotto at the Queen's House terms and conditions

Please read our Terms and Conditions before booking your Santa’s Grotto at the Queen’s House ticket(s). 

In these terms, ‘Promoter’ refers to Complete Works. ‘We’ and ‘RMG’ refers to Royal Museums Greenwich. 

General

1. All tickets are sold subject to terms and conditions. Please read these carefully before purchase and raise any queries with Royal Museums Greenwich before purchase. By purchasing ticket(s) for Santa’s Grotto at the Queen’s House, you and your child(ren) are agreeing to comply with our Terms and Conditions. We reserve the right to refuse admission to anyone who does not comply with our Terms and Conditions.
2. All tickets are issued subject to the rules and regulations of the venue.
3. It is your responsibility to check your tickets. If you have made a mistake, it may not be possible to rectify it after purchase. Please ensure you have selected the correct date, time, number and type of tickets required and contact the Bookings team at Royal Museums Greenwich immediately if there is a mistake.  The Bookings team can be contacted on 020 8312 6608 or bookings@rmg.co.uk.
4. You must produce a valid e-ticket to gain access to Santa’s Grotto at the Queen’s House. Your ticket may be invalidated if any part of it is removed, altered, or defaced. Royal Museums Greenwich will not be responsible for any ticket that is lost, stolen, or destroyed.
5. Royal Museums Greenwich reserves the right to vary prices up or down due to changes in VAT or any other circumstances, some of which may be beyond our control.
6. Royal Museums Greenwich is entitled to ask guests to leave Santa’s Grotto at the Queen’s House or the venue if they use threatening, discriminatory, abusive, or insulting words or behaviour, or any other unacceptable behaviour towards other visitors, contractors, volunteers, or staff, or they in any way provoke or behave in a manner which may provoke a breach of the peace. In this instance, guests will not be offered a refund or an alternative session.    
7. All children attending Santa’s Grotto at the Queen’s House must be accompanied by at least one adult aged 18+ (max. 5 children per adult). Children must always remain under that adult’s supervision. The welfare and safety of all children therefore remain the full responsibility of the parent/guardian attending and not Promoter/Royal Museums Greenwich.
8. Dogs are not permitted at Santa’s Grotto at the Queen’s House (except guide dogs and assistance dogs). If you need to bring a service dog, please contact the Bookings team in advance on 020 8312 6608 or bookings@rmg.co.uk.  
9. Companions to visitors with disabilities are entitled to free admission. Please select a Companion ticket where possible or contact the Bookings Team to pre-book on 020 8312 6608 or bookings@rmg.co.uk.   
10. If you have any special access requirements, please discuss these requirements before purchasing tickets by contacting the Bookings team on 020 8312 6608 or bookings@rmg.co.uk. Royal Museums Greenwich will work with the Promoter to use reasonable efforts to assist with any such special access requirements or concerns. It is the parent or guardian’s responsibility to inform Royal Museums Greenwich of any special educational needs or disabilities, and we will do our best to ensure they are accommodated for.  
11. The Early Bird offer is £25 per ticket for any date during the Grotto season at the Queen’s House. Early Bird Member tickets: £22.50 per Member. The Early Bird offer ends on 30 September. 

Refunds or rescheduling 

12. Tickets are not transferable, exchangeable or refundable. You will have one opportunity to visit Santa’s Grotto at the Queen’s House at your allocated time and if you are unable to do so, we will not be able to issue a refund or reschedule you for another time.  
13. In the event any session is cancelled or curtailed by the Promoter/Royal Museums Greenwich, Royal Museums Greenwich will take all reasonable measures to contact you to arrange alternative sessions (subject to availability) or refund you the face value of the tickets purchased to the original method of payment.    
14. The Promoter/Royal Museums Greenwich reserves the right to make changes to the Grotto experience, including dates, times, activities and order of events of the experience. Whilst we will always provide a fun range of creative and imaginative activities for children, we reserve the right to vary the range of activities, including due to unforeseen circumstances. If changes are necessary, we will notify ticket holders by email as soon as possible and will do our best to offer alternative booking options. 

Admission to Santa’s Grotto at the Queen’s House 

15. Admission to Santa’s Grotto at the Queen’s House is strictly limited according to the number of tickets purchased.  
16. Please arrive 5–10 minutes before your session to avoid congestion and overcrowding.   
17. Latecomers will not be admitted. Late entry will result in a loss of the booking, and we will be unable to rearrange/refund your ticket. At this special time of year, Santa’s Grotto at the Queen’s House will be busy. We advise ticket holders to take this into account when planning visits.  
18. Entrance to Santa’s Grotto at the Queen’s House is at the Orangery (park side of the Queen’s House).  

Risk 

19. The Promotor/Royal Museums Greenwich accepts no responsibility for damage, loss or theft of any personal property that occurs whilst ticket holders are enjoying the Event on any part of the site.   
20. Lockers and the buggy park are used entirely at your own risk.  
21. We take all necessary steps to ensure a safe and healthy environment for our visitors and staff. We have conducted a risk assessment and implemented appropriate safety measures. We will not be held liable for any injuries and, in purchasing their tickets, ticket holders acknowledge that all children are under the supervision of parents/guardians throughout the visit. 

Photography 

22. You are welcome to bring your own camera to take photos during this event. Please note that any photos should be for personal use only and not commercial use.  
23. Please refrain from taking photos of other people, even if they are in your background. We ask guests using cameras to be considerate and respect the privacy and comfort of other guests who may not want to be photographed. Please follow any other guidance provided by the Promoter/Royal Museums Greenwich. 

Gifts

24. Royal Museums Greenwich will provide sustainably sourced gifts which are age-appropriate for all children. The Grotto gift is non-transferable and cannot be exchanged (for cash or otherwise).   
25. Adults and any children under 1 will not receive a gift.  
26. If your Grotto gift is broken or damaged, please let us know by email at bookings@rmg.co.uk within 48 hours and we will provide a replacement gift. 

My Data

27. Royal Museums Greenwich will store the data you supply securely and use it for the purpose of processing your order, which may include us contacting you to advise of any situation which may directly affect your visit. 

Feedback/Complaints

28. We endeavour to provide the best possible experience at Santa’s Grotto at the Queen’s House. Please contact bookings@rmg.co.uk if you would like to discuss your experience. Where possible, we encourage ticket holders to speak with the management on site on visit dates.  

Banner image: Filiz Elaerts Unsplash