Refunds If for any reason the event is unable to go ahead refunds would be issued automatically and there will be no need to contact us as it is an automatic process.
If this event can go ahead tickets will not be refundable UNLESS Refund Protection is purchased at the time of booking. Please note this cannot be added onto a booking after the event so please do take care to add it during the checkout process. Refund Protection offer refunds under a wide range of circumstances and their terms and conditions can be found here https://www.ticketsource.co.uk/kb/customers/refund-protection
Please note that we sell the time slot so if someone is unable to attend then we are unable to offer partial refunds.
If you forget to attend your timed slot unfortunately your tickets will not be refundable and you will not be offered an alternative slot without buying additional tickets.
Tickets are non-transferable and any tickets sold on or gifted to someone else will not be valid and entry will be refused.
Exchanges Tickets may be exchanged up to 48 hours before the event if there is still availability. Please contact Sam on magicalleystratford@gmail.com to process an exchange.
Please note that exchanges cannot be processed if the event has subsequently sold out. Please note exchanges can only be made ONCE – multiple exchanges are not permissible.
Resale and Subsequent Refund
As previously tickets are non-transferrable – the only people who can sell Magic Alley tickets are Magic Alley and any other sale will result in the tickets being void.
In certain circumstances (where tickets would otherwise be non-refundable) provided we are given 24 hours’ notice in writing to magicalleystratford@gmail.com we will endeavour to resell your tickets if you can no longer attend. You will receive a full refund if all the tickets resell and a partial refund if only part of the booking is resold for example if you book 6 tickets and only 4 resell you would receive a refund to the value of 4 tickets. Please note booking fees are not refundable.
The circumstances for resale include (evidence may be required) A member of the party being unwell Sudden bereavement Sudden diagnosis of serious illness
This does NOT include (not an exhaustive list) Double booking yourself Work commitments Changing your mind
General Terms and Conditions
Toilets There are no customer toilets available on site. Please allow sufficient time to visit the toilet before your required time slot. If you find you do need the toilet one member of the party will have to leave with the child who needs the toilet and re-join the party after visiting the toilet. It is not possible to wait until they have returned to enter the attraction unfortunately.
Pushchairs/prams Pushchairs/prams cannot be accommodated. Please do not bring them.
Late or Early Arrival If you arrive late admittance cannot be guaranteed. Anyone more than 5 minutes late will not be permitted entry. If you are running late please call us on 01789638824and we will do our best to make arrangements but these cannot be guaranteed. You WILL NOT be permitted entry if you are late for the last slot before lunch or before the afternoon tea break If you arrive 5 minutes later than the last slot of the day you will not be permitted entry and no refund will be offered.
If you are more than 15 minutes late you will not be permitted entry. Please note families have been turned away especially when they have failed to call us to tell us they are running late. Please don’t put yourself and your children in this position
If you do not call us you will not be permitted entry unfortunately and this will cause disappointment and no refunds will be given and you will not be offered another slot without additional tickets being purchased. If the event is sold out no alternative will be offered.
Please do not arrive more than 5 minutes early. If you are more than 5 minutes early it is likely you will be asked to come back closer to your entry time.
Photography and Filming Photography is permitted in designated areas only and is for personal use. Filming or video recording of any part of the attraction is strictly prohibited. This includes recording on mobile phones, cameras, or any other device.
Anyone found filming or attempting to film the experience will be asked to stop immediately. If filming continues, or if instructions from staff are not followed, you may be asked to leave the attraction and no refund will be given.
We reserve the right to request that photographs be deleted where they have been taken outside of designated areas or where they include restricted content.
Behaviour Visitors are expected to behave in a respectful manner towards our staff, performers, other visitors and the attraction itself.
Magic Alley reserves the right to refuse entry or ask any individual or group to leave the attraction if their behaviour is considered disruptive, unsafe, inappropriate or likely to negatively impact the experience of others.
In such circumstances no refund will be offered and any instructions given by staff must be followed immediately.
Misrepresenting the age of your child Unfortunately in 2025 we had a few people misrepresent the age of their child in order to attend a session for older children. If it transpires that you have misrepresented the age of your child and booked an incorrect session tickets will be cancelled and you will not be permitted entry.
As schedules are often created close to the time of the event this may come to light at the last minute and your tickets cancelled at the last minute. Please be aware that this will cause considerable disappointment and exceptions will not be made. We have age restrictions in place for a reason and it is not possible to decide that they do not apply to you.
Abusive Communication and Public Harassment Magic Alley is committed to providing a positive and safe working environment for our staff and performers. We reserve the right to cancel any booking and refuse entry where a customer engages in abusive, threatening, defamatory or harassing behaviour towards our staff, performers or business. This includes behaviour conducted via email, telephone, social media, review platforms or any other public forum.
This also includes attempts to pressure staff into making exceptions to clearly stated terms and conditions through public complaints or reviews prior to attending the event.
Where such behaviour occurs and a booking can be identified, tickets may be cancelled without refund and future bookings for Magic Alley events may be refused.
We are always happy to assist customers with genuine queries, but we will not tolerate abusive or hostile communication towards our team.
Dogs Although dogs are very welcome in the shop they are not permitted entry to the attraction at Christmas as part of our safeguarding policy. We have been unable to receive a guarantee that the snow we use is not toxic to dogs if ingested so out of an abundance of caution as we are animals lovers we do not permit entry to dogs.
Please email us directly on magicalleystratford@gmail.com if you are looking to bring an assistance dog so we can discuss it further.
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