The Winter Queen Experience

 

Terms & Conditions of Sale & Entry

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These Terms & Conditions apply to all ticket purchases and all visitors attending The Winter Queen Experience (“the Experience”), operated at Fabrication, 32 Stonegate, York YO1 8AS under AY-PE Ltd.
By purchasing a ticket or attending the Experience, you confirm that you have read, understood and agreed to these Terms & Conditions.

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1. General Information

1.1. The Winter Queen Experience is a temporary, seasonal installation featuring an immersive environment and a 10-minute animated projection show.
1.2. Each ticket is valid for the specific date and timeslot selected at the time of purchase.
1.3. All visitors must follow instructions given by Experience staff at all times.

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2. Experience Duration & Admission

2.1. Each booking grants access to a 20-minute max timeslot, which includes entry, settling time, a 10-minute film and brief time for photos inside and outside of the theatre space.
2.2. The immersive chamber is compact and standing-only unless a seat is required for accessibility reasons.

2.3. You must arrive at the rear of the Fabrication Store where The Winter Queen Experience is, no less than 10 minutes before your entry time, so you may be checked in. 

2.4. If you arrive more than 10 minutes before your entry you may be asked to browse the shop or wait on historic Stonegate.
2.5. Your timeslot will begin promptly. Late arrivals cannot be admitted once the show has started.
2.6. If you arrive late, staff may—at their discretion—offer an alternative timeslot, but this is not guaranteed and no refund will be given if rescheduling is not possible.
2.7. All children under 16 must be supervised by a responsible adult at all times.

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3. Tickets, Pricing & Payment

3.1. All tickets must be purchased through our website, Ticketsource, or on the door (subject to availability).
3.2. Tickets purchased on the door may be priced higher than those purchased online.
3.3. Tickets are non-refundable except in the event of cancellation by the organisers.
3.4. You may self-service exchange to another time slot up to 48 hours beforehand via the  Manage My Bookings customer portal. Requests to exchange within 48 hours of your timeslot are not available.  
3.5. Each ticket contains a unique QR code which is valid for single admission only. Do not share your QR code unless gifting your ticket to another person.

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4. Carer/Companion Tickets

4.1. Guests who require assistance are entitled to one complimentary carer ticket per paying guest.
4.2. Valid evidence may be requested; acceptable documents are listed in our FAQs and on purchase of a ticket.
4.3. The guest requiring assistance must hold a valid paid ticket.

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5. Right to Refuse Entry

5.1. We reserve the right to refuse entry or request a guest to leave without refund if they:

• arrive intoxicated or under the influence of drugs;

• behave in a disruptive, aggressive or unsafe manner;

• bring prohibited items;

• do not follow staff instructions;

• endanger other visitors or staff.

5.2. York can become lively at weekends; unacceptable behaviour will not be tolerated in or around the Experience.

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6. Behaviour & Safety Expectations

6.1. The Experience contains low light, projection, sound and narrow spaces; please move carefully and at your own risk.
6.2. Running, climbing on set pieces, touching equipment or interfering with lighting/projection elements is not permitted and you will be asked to pay for any breakages or damage.
6.3. Prams, strollers, large bags and suitcases are not permitted inside the Experience. Limited holding space may be available but is left at your own risk.

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7. Accessibility & Health Considerations

7.1. The venue is housed within an historic building and has steps and uneven access points. This may not be suitable for wheelchair users or those with significant mobility limitations.
7.2. The room is dark with bright projection moments; visitors with visual sensitivity, epilepsy or photosensitive conditions should consider suitability.
7.3. A spoken voiceover and screen captions are included, but no audio guide or hearing loop is available.
7.4. Seating can be provided upon request for medical or accessibility reasons.

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8. Prohibited Items

8.1. The following are not permitted:

• food or drink;

• alcohol or drugs;

• large luggage;

• hazardous or illegal items;

• animals (except registered assistance dogs).

8.2. Any items left are left entirely at your own risk.

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9. Personal Belongings & Liability

9.1. The Experience does not provide a cloakroom, lockers, lost & found or secure storage.
9.2. We accept no responsibility for the loss, theft or damage of personal belongings at any time, including items left in holding areas.
9.3. Visitors are responsible for all personal property brought into the venue.

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10. Photography

10.1. Photography for personal use is welcome at designated moments.
10.2. The taking of photographs must not disrupt the experience or other visitors.
10.3. Commercial photography or filming is prohibited without prior written permission.

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11. Changes, Cancellations & Force Majeure

11.1. We reserve the right to amend or alter the Experience, including elements of set, sound, lighting or film, without notice.
11.2. Should an event be cancelled by us for any reason (technical failure, staffing, safety issue, extreme weather etc.), ticket holders will be offered a refund or alternative timeslot.
11.3. We are not liable for travel costs, accommodation or any additional expenses incurred by visitors.

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12. Conduct in the Venue

12.1. All visitors must act in a way that ensures the safety and comfort of others.
12.2. Anyone acting in a way that risks damage to the installation or disturbs others will be asked to leave immediately, without refund.
12.3. Re-entry is not permitted.

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13. Toilets & Facilities

13.1. There are no toilet facilities within the venue. Public toilets are located within a short walking distance.
13.2. Please plan your visit accordingly.

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14. Privacy & Data

14.1. When buying tickets, you consent to the use of your contact details for the purpose of booking management.
14.2. We do not share your data with third parties except our ticketing provider.

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15. Acceptance of Terms

15.1. By purchasing a ticket or attending the Experience you agree to these Terms & Conditions.
15.2. It is your responsibility to review them prior to booking

 

These Terms & Conditions are non-negotiable but if you have further questions on them, please contact info@thewinterqueen.com

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The Winter Queen Experience is a trading name of AY-PE Ltd, registered company number: 6731818