National Leisure Group Ltd
Company No. 14702793
Registered Office: 9 Regent Street, Runcorn, England, WA7 1LJ
Email: info@nationalleisuregroup.co.uk
1. Ticket Purchases
Tickets purchased for our ice rink and skating events are for a specific date and session.
Customers are responsible for checking the date, time, location and number of tickets before completing their booking.
2. Non-Refundable Tickets
Unless otherwise stated, all ticket purchases are non-refundable.
We are therefore unable to provide refunds where a customer:
- changes their mind;
- can no longer attend;
- arrives late or misses their booked session;
- books the wrong date or time;
- purchases the incorrect number or type of tickets;
- decides not to skate after arriving;
- is unable to participate due to personal circumstances, travel disruption or other circumstances outside our control.
This does not affect your statutory rights.
3. Changing Your Booking
Where the ticketing provider allows bookings to be moved or amended, all booking changes must be made directly through the ticketing provider.
National Leisure Group Ltd does not administer changes to ticket bookings and cannot guarantee that a booking can be transferred to another date or session.
Any change is subject to:
- the ticketing provider’s terms and processes;
- availability for the requested replacement session; and
- any applicable deadlines or restrictions imposed by the ticketing provider.
Customers should use the booking management link or instructions contained within their original booking confirmation to request or make a change.
Any questions relating specifically to changing the date or time of a booking should be directed to the relevant ticketing provider.
4. Late Arrival
Customers should arrive at least 10 minutes before their booked session to allow sufficient time for check-in and skate fitting.
Late arrival does not entitle the customer to additional skating time, transfer to another session or a refund.
Where capacity allows, our team may permit a late customer to join their remaining session time, but this is at our discretion.
5. Failure to Attend
Failure to attend a booked session will be treated as a no-show.
No refund, credit or replacement ticket will normally be provided for a no-show.
6. Cancellation by National Leisure Group Ltd
If National Leisure Group Ltd cancels a session and we are unable to provide the booked service, affected customers will normally be offered an alternative session or a refund of the affected ticket price.
Where tickets were purchased through a third-party ticketing provider, refunds, credits or transfers may be processed through that provider.
Customers should follow any instructions provided by National Leisure Group Ltd or the ticketing provider following a cancellation.
7. Changes to Sessions
We reserve the right to make reasonable operational changes to session times, capacities or arrangements where necessary for safety, operational or other legitimate reasons.
Where a material change means that we cannot provide the service substantially as booked, we will contact affected customers and provide an appropriate alternative or refund where required.
8. Temporary Closures and Safety
The safety of customers, staff and other visitors takes priority.
We may temporarily suspend or stop skating because of an emergency, safety concern, technical issue, venue requirement or other circumstances requiring the rink to be temporarily closed.
A short interruption to a session will not automatically result in a refund.
Where a session cannot reasonably continue or a substantial proportion of the booked experience cannot be provided, we will assess the circumstances and provide an appropriate alternative, credit or refund where required.
9. Removal or Refusal of Admission
We reserve the right to refuse admission or require a customer to leave where they:
- behave dangerously or abusively;
- deliberately disregard staff instructions or rink rules;
- present a risk to themselves or others;
- appear to be under the influence of alcohol or drugs;
- damage equipment or property; or
- otherwise seriously breach our terms or venue rules.
Where admission is reasonably refused or a customer is removed for these reasons, no refund will normally be provided.
10. Skating Conditions
Customers participate in skating activities subject to the applicable rink rules and safety requirements.
A customer’s decision to stop skating early, including because they find skating difficult or do not wish to continue, does not normally entitle them to a refund.
Nothing in this policy limits our liability or your statutory rights where it would be unlawful for us to do so.
11. Ticketing Providers
National Leisure Group Ltd may use third-party ticketing providers to process bookings and payments.
The ticketing provider may be responsible for:
- processing payments;
- issuing tickets and booking confirmations;
- providing booking-management facilities;
- processing customer-requested booking changes; and
- processing authorised refunds.
Customers should refer to their booking confirmation for details of the ticketing provider and the available booking-management options.
National Leisure Group Ltd remains responsible for providing the skating experience purchased, subject to these terms.
12. Refund Processing
Where National Leisure Group Ltd approves a refund, it may be processed through the ticketing provider and returned to the original payment method.
Processing times may depend on the ticketing provider, payment processor and customer’s bank.
13. Contact Us
For questions relating to the operation of the rink, cancellation of a session or this Refund Policy, please contact:
National Leisure Group Ltd
Email: info@nationalleisuregroup.co.uk
For requests to change the date or time of an existing booking, customers should use the booking-management facilities or contact details provided by the relevant ticketing provider.
Please have your full name, booking reference, rink/location, date and session time available when making an enquiry.
This policy does not affect your statutory rights under applicable UK consumer law.