Refunds/Transfers and Cancellation Policy
Adverse Weather Plan
Luminate is an outdoor winter event. We are open seven days a week throughout the duration of the trail. We will therefore be open and operational throughout all usual winter weather conditions, which will include inclement weather. We remind all customers to dress appropriately for the weather.
The health and safety of our visitors and staff remains at all times our paramount consideration. Throughout every day of the Event, weather conditions will be continuously monitored by the Luminate team and with our venue partners.
In the unlikely event that weather conditions on site, on any given night, posed a risk to the health and safety of our visitors or staff, that night’s trail would be cancelled. Any decision to cancel would be made as early as possible on the day of the trail and by 2pm at the latest.
Any decision to cancel any night of the trail will be made by the Organisers in conjunction with our Venue partners. Any such decision will be final.
What happens if my Night is cancelled?
In the Event that a night of the trail had to be cancelled (due to adverse weather and/for any other reasons), all persons booked for that night would be notified of the cancellation by 2pm on the day of the trail, via an email sent to the email address that the booking was made under. All customers who provided a valid mobile contact number at the time of booking, would also be notified via an SMS message.
An announcement would also be made through our social media platforms and our website. We advise customers to check our website for the latest updates before they travel. CLICK HERE TO FIND OUT MORE
Full details of the next steps would be contained within the email notifying customers of the cancellation, including details as to how customers can re-book.
Customers would be able to rebook tickets, up to the equivalent financial value, for any future timeslots of our 2020 Event, subject to availability. Customers would also be able to transfer their tickets over to our 2021 trail. In the event that neither of those options was suitable a full refund would be issued.
All transfers and/or refunds pursuant to our cancelling a night but be requested within 28 days of the date you were booked to attend.
Luminate will not be liable for any other costs incurred by customers.
The booking fee is non-refundable under any circumstances.
General Refunds and Transfers
Customers are advised to consider taking out refund protection or similar insurance at the time of their purchase.
No transfers of tickets, under any circumstances, will be possible on any nights when the trail is not cancelled.
No refunds will be issued for any non-attendance, under any circumstances, if the trail is not cancelled.
In the event that a non-attendance is proven to be COVID-19 related, a transfer to an alternative date will be considered on a case by case basis. The Organiser’s decision in all such cases will be final.