Refund, Cancellations and Alterations Policy
What is the cancellation / alteration / refund policy?
Unfortunately, due to the popularity of THE POLAR EXPRESS™ Train Ride event, we are unable to offer ANY cancellations, refunds or reschedules, therefore please be sure you can attend on the dates/times you select before you make payment and book. The train can depart in rain and snow. Please check your booking details carefully before completing your purchase.
Service Charges and Ticket Protection are non refundable in all circumstances.
Due to the number of bookings received, we are unable to seat separate/ multiple bookings together. If you wish to sit with another family or friends etc, you will need to make one large booking with them. Please confirm your arrangements with everyone you plan to come with before making a booking.
What if the weather is bad and travel will be difficult?
As the event takes place in November & December please do prepare for wintry road conditions, remember this is England, weather can vary dramatically, however this event will run in all weather conditions even in rain and snow. No refunds will be given if you can’t get to us and the train runs as advertised.
The Mid-Norfolk Railway is not responsible for the winter weather or your transport arrangements to us or any road closures or delays or cancellations on your journey to us. Please leave plenty of time to travel safely to us.
What if the Coronavirus restrictions affect the event?
We will be following all up to date government guidance regarding Covid-19. We reserve the right to make alterations to the experience should this be necessary to comply with any government restrictions, including altering the times of the experience. This maybe up to 1 hour either way to allow us to manage social distancing and cleaning. We may also if necessary, for example, ask passengers to wear facemasks unless eating or drinking. We will of course notify all customers should any government enforced requirements change in the run up to the event.
In the unfortunate event the train is unable to operate because of Health Protection Regulations due to a pandemic (e.g. Covid-19) you will be notified as soon as possible and given a complete refund (minus the service and ticket protection charges) or, if available, the opportunity to reschedule.
Refunds may take up to 90 days to process if your train is cancelled because of Health Protection Regulations in force preventing the experience taking place.
If Health Protection Regulations are not in place and the train still operates, no refunds will be made for customers not attending the event. Ticket protection can only be purchased at point of booking (it is not available retrospectively). Ticket protection is provided by a third party company Secure My Booking and their Terms and Conditions are final. Further information regarding Ticket Protection can be found here.
Our full terms and conditions can be seen by clicking here.