Booking Terms & Conditions

Last updated: September 2026

1. About these terms

These terms apply to all tickets booked for the Dear Santa Experience (“the Experience”), operated by Pop Up Experiences Events Management L.L.C (“we”, “us”, “our”) at New Covent Garden Theatre, Mall of the Emirates, Dubai. By completing a booking you accept these terms on behalf of everyone in your party.

2. Tickets and booking

Bookings are made through our ticketing partner, LiveIt. Your booking is confirmed once payment is completed and you receive a confirmation with your e-ticket. Please bring your e-ticket (printed or on your phone) to gain entry. Tickets are valid only for the date and time slot booked.

3. Prices, fees and taxes

All prices are in UAE Dirhams (AED). A booking fee and 5% VAT are added at checkout and shown in full before you pay. Prices and availability may change, but changes do not affect bookings already confirmed.

4. Ticket types and ages

Tickets are sold as Adult, Child (ages 1 and over) and Under-1 (infants aged 0–12 months). Under-1 infants are charged a reduced fee. Children aged 1 and over require a full Child ticket. Pricing varies by date (Standard and Premium dates) and any promotional offers we run from time to time. You are responsible for selecting the correct ticket types for your party.

5. Booking rules

Every booking must include at least one paying adult; child-only bookings are not permitted. A maximum of 6 tickets may be booked per time slot. Children must be accompanied and supervised by a responsible adult throughout the visit.

Minimum booking: 1 Child + 1 Adult.
Maximum booking: 6 people.*

*For bookings larger than 6 people:

Anyone who does not abide by these booking rules either prior to or during their visit will forfeit their tickets and no refund is due.

6. Arrival and entry times

Your booked time is your exact entry time. We recommend arriving at least 20 minutes beforehand to enjoy the festive hub before you enter. Late arrivals will be admitted into a later gap if capacity allows; if your slot is missed and no space is available, the ticket is forfeited and no refund is due.

7. Refunds and cancellations by you

All tickets are non-refundable and all sales are final, except as set out in clauses 8 and 9. If you cannot attend, you may change your date and time once, free of charge, up to 48 hours before your booked slot, subject to availability. Change requests within 48 hours of the slot cannot be guaranteed.

8. Refund Protection (“Refund Cover”) purchased at checkout

During checkout, our ticketing partner LiveIt may offer you the option to purchase Refund Protection (also shown as “Refund Cover”). This is an optional third-party product provided and administered by LiveIt and its refund protection partner. It is not sold by us, and it is not an insurance policy. Its cost is set and collected by LiveIt and is shown to you before you pay.

If you choose to purchase Refund Protection, you enter into a separate agreement with LiveIt and/or its refund protection partner, on their terms and conditions, which are available in full at https://refund-request.com/refundableterms/. Those terms govern that product entirely: they set out which circumstances are covered, which are excluded, the supporting evidence you must supply and the time limits that apply. Please read them before purchasing.

Refund Protection applies only in the specific circumstances listed in those terms (for example illness or injury, bereavement, jury service or court summons, vehicle or public transport failure, flight disruption, home emergency or an adverse weather warning) and only where you provide the supporting documentation those terms require, such as a doctor’s note. It does not entitle you to a refund because you have changed your mind or are no longer able to attend for a reason outside those terms, and refunds under it are granted at the provider’s discretion.

All liability in respect of Refund Protection rests solely with LiveIt and/or its refund protection partner. Pop Up Experiences Events Management L.L.C and the Dear Santa Experience are not a party to that agreement, play no part in assessing or deciding refund applications, and accept no liability whatsoever in connection with Refund Protection — including where an application is declined, only partly paid, delayed, or where you are dissatisfied with the outcome or the service you receive. Any such matter must be raised with LiveIt and/or its refund protection partner and is subject to their terms and conditions.

To make a refund application, use the refund application link contained in your LiveIt booking confirmation, or contact LiveIt directly. We cannot submit, progress, review, escalate or overturn a Refund Protection application on your behalf, and we cannot issue a refund in place of one.

Purchasing Refund Protection does not vary these Booking Terms & Conditions in any way. If you did not purchase Refund Protection, or your circumstances fall outside its terms, clause 7 continues to apply and your tickets remain non-refundable.

9. Changes or cancellation by us

If we cancel the Experience or a session, we will offer you an alternative date and time or a full refund of the ticket price. We may make reasonable changes to the programme, characters, rooms or running order without notice; such changes do not entitle you to a refund. Our liability for cancellation is limited to the ticket price paid.

10. Accessibility and SEN

We run quieter, sensory-friendly “Whispering Wish” sessions on selected dates. If anyone in your party has additional needs or requires assistance, please contact us before your visit at info@dearsantaexperience.com so we can help.

11. Photography

Professional photographs of your visit are available to purchase on the day. We may also capture photography and video during the Experience for our own marketing and promotional use. If you do not wish you or your child to appear in marketing content, please tell a member of staff on arrival and we will accommodate this. We will not use identifiable images of children in marketing without a parent’s or guardian’s consent.

12. Conduct and safety

Guests must follow the reasonable instructions of our staff and behave in a way that does not disrupt other guests or the running of the Experience. We reserve the right to refuse entry to, or remove, anyone behaving inappropriately or unsafely, without refund. Please make staff aware of any medical or mobility needs on arrival.

13. Liability

We accept no liability for loss or damage to personal belongings. To the fullest extent permitted by law, our total liability to you is limited to the price paid for your tickets. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or any other liability that cannot be excluded under UAE law. We accept no liability in respect of any optional third-party product purchased through our ticketing partner at checkout, including Refund Protection; see clause 8.

14. Data and privacy

We handle your personal data in line with our Privacy Policy.

15. Marketing communications

By booking, you agree that the contact details you provide (including your name, email address and phone number) will be added to our database, and that we may contact you with promotional emails and marketing messages about the Dear Santa Experience and related events, news and offers. You can opt out at any time using the unsubscribe link in our emails, by replying STOP to our messages, or by contacting info@dearsantaexperience.com.

16. Force majeure

We are not liable for failure to provide the Experience due to events beyond our reasonable control, including extreme weather, venue closure, government restrictions or emergencies.

17. Governing law

These terms are governed by the laws of the United Arab Emirates, and any disputes are subject to the exclusive jurisdiction of the courts of Dubai.

18. Contact

Questions about your booking: info@dearsantaexperience.com.