Booking Terms & Conditions
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:
- You must make separate bookings, each of which must meet the minimum booking requirement.
- If available, you may book the same time slot.
- Each booking will move through the experience at separate 3.5 minute timings regardless of whether it is the same group or family.
- A maximum of 6 people will be able to meet Santa at one time.
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 clause 8. 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. 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.
9. 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.
10. 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.
11. 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.
12. 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.
13. Data and privacy
We handle your personal data in line with our Privacy Policy.
14. 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.
15. 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.
16. 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.
17. Contact
Questions about your booking: info@dearsantaexperience.com.