1How do i get a refund for 'A Christmas Miracle at Rough Castle'
If you require a refund, please email your order number to email@example.com BEFORE THE 30TH NOVEMBER 2020.
If you would like to replace your ticket with a Segway gift voucher, please email your order number to firstname.lastname@example.org
If we don't hear from you by the 30th of November, we will roll your ticket over to our 2021 Christmas event.
2What if my local area is locked down?
Your ticket will be transferred to another date or refund provided less booking fees.
3How do I purchase tickets for the event?
Tickets can be purchase via our website, www.RoughCastleExperiences.co.uk. Ticket confirmation will be sent to you by email and will include your QR code and important information about the event. Please ensure you bring a printed or electronic copy of your ticket to the event so the QR code can be scanned upon entry. You will receive one electronic confirmation per booking.
4Do I need to buy tickets in advance?
Yes, with reduced capacities and track and trace in place it is essential that you book your tickets in advance.
5How much are tickets to A Christmas Miracle?
The ticket prices are as follows:
• Children aged 0 to 3 – Free, no tickets are required for children aged 0 - 3
• Children aged 4 to 12 - £8.50
• Adult (13 or over) - £12.00
• Family (2 adults, 2 children) - £39.00
• Single guardian (1 adult, 1 child over 3) - £17.50
• Concession (Senior/ Student) £11.00
All prices shown are inclusive of VAT.
A 3% booking fee applies to all transactions. In the event of a cancellation this is the only thing for which you will not be refunded.
6Can we collect tickets at the box office?
No, there is no collection at box office for this event. You can purchase tickets online and they are emailed to you. Your ticket will include a QR code and important information about the event. Please ensure you bring a printed or electronic copy of your ticket to the event so the QR code can be scanned upon entry. You will receive one electronic confirmation per booking.
7What does my ticket time mean?
The time on your ticket is the time you enter the Woodland and when your adventure starts. Please do not arrive any more than 5 minutes before your ticket time.
8I have not received a confirmation email, is this normal?
If you haven't received an email confirming your ticket purchase, first please check your junk folder. If the email still isn’t showing, please send us details of your booking and the e-mail address you used when you booked to email@example.com We will investigate and respond.
9Will my tickets be posted out?
Tickets will be e-tickets, therefore you will NOT receive a printed ticket by post. You will receive a confirmation direct to your email for your purchase. Your ticket will include a QR code and important information about the event. Please ensure you bring a printed or electronic copy of your ticket to the event so the QR code can be scanned upon entry. You will receive one electronic confirmation per booking.
10I have lost or misplaced my tickets, can I get duplicates?
If you can't find your ticket, please contact us via email, firstname.lastname@example.org to arrange for your replacement tickets. You may be required to prove your identity and/or proof of purchase.
11I have not received my ticket to the show tonight, what should I do?
If you've not received your tickets, contact us via email, email@example.com, to arrange a replacement ticket by email at your earliest convenience. You will be required to show proof of purchase.
12I would like to exchange my tickets, is that possible?
Tickets can be exchanged at the sole discretion of the box office and subject to availability. Please give at least 48 hours notice from your original ticket time. Tickets cannot be refunded.
13Is there a waiting list for tickets if they are sold out?
No. We are not able to add names to a waiting list when the tickets are sold out.
14How long does the show last?
You should expect to be in the Woodland for around 45 minutes to fully appreciate the show.
Please allow further time for food and entertainment.
The site must be vacated by 10.00pm.
15What times do the shows start?
The shows will start in 15-minute intervals. The full range of remaining available times are available on our website, www.RoughCastleExperiences.co.uk. If you are late for your experience, we will try our best to accommodate you on another slot.
16What time does A Christmas Miracle close?
The site must be vacated by 10.00pm.
17Where will the event take place?
We are located at the Falkirk Wheel. The entrance is located off Lime Road, Tamfourhill, FK1 4RS. Further information will be provided to you before the event.
18Is there parking on site?
Yes, there is parking available on site, which is charged at £2 per vehicle.
There is additional free parking available in the Falkirk Wheel overflow car park located off Millennium Drive, which is a short walk over the canal to the site.
19When should I arrive at the event?
Please arrive no earlier than 5 minutes before your ticket time.
20How long is the walk around the Woodland?
The route is 1.4km (just under 1 mile) and should take around 40 minutes to complete.
21What happens if the event is cancelled and how will I know?
The event will only be cancelled in the following circumstances:
• When the weather in Falkirk is perceived to be a danger to the public in the Woodland (e.g. extremely high winds, extreme weather warning issued by the Met Office)
• A major failure in the electronics system
• Local lockdown or under other instruction from Scottish Government
The event will NOT be cancelled in the following circumstances:
• Heavy rain in Falkirk or the surrounding areas - we advise that all visitors dress appropriately for the weather and bring an umbrella.
• Very cold weather - we advise that our visitors dress warmly and appropriately for cold weather
The decision to cancel will be made at 11:00am on the day of the event. A notice will be posted on the front page of our website and on social media.
You should check the web site from mid-day on the day you are going to visit, particularly if extremely high winds or storm conditions are forecast.
22If the event is cancelled do I get a refund?
Yes, alternatively you may be offered replacement tickets for another date.
23If the event is cancelled can I book another date?
If tickets are available, then you will be given the option to swap dates.
24Is the route accessible for Wheelchair users and prams?
25Can I take photographs or videos?
Yes – share on social media using the hashtag #HaveAMerryMiracle
26Rubbish & Smoking
Use the bins provided on site.
No smoking on site please.