Admissions Policy

This policy (the "Guest Admissions Policy") is adopted by Bison in the Community Limited which operates under the brand names of Planet Ice and Planet Wildlife, referred to as the Organisation, a company registered in England and Wales under company number 07713846 and whose registered office is at Muckley Corner House, Walsall Road, Lichfield, WS14 0BG and its subsidiaries and holding companies and the subsidiaries of such holding companies (as such terms are defined in section 1159 Companies Act 2006).

The admission of guests to any facility operated by the Organisation is strictly subject to this Guest Admissions Policy. By purchasing a ticket to attend any facility operated by The Organisation, the purchaser agrees to be bound by this Guest Admissions Policy.

The Organisation reserves the right to refuse access to or order the immediate removal without any entitlement to a refund of any person who fails to act in accordance with this Guest Admissions Policy.

Tickets are not refundable, and Guests are responsible for checking their tickets at the time of collection (or booking in the case of an e-ticket).  The Organisation shall not be under any obligation to rectify tickets bought in error.  Guests may not resell or trade any tickets. Tickets can only be changed to another date if they have been purchased as part of the Reschedule Package.

Tickets purchased online for sporting and leisure activities including music concerts on a specified date are exempt from the Consumer Contracts Regulations (2014). If an event on a specific date is cancelled, rather than rescheduled, then a face value refund will be provided however the booking fee will not be refunded as this covers all the behind-the-scenes work that has already taken place.

Guests shall produce on request a valid ticket in order to be admitted into a facility. Each guest is only permitted access to and for the activity specified on the ticket. If the capacity of the facility is at the maximum when a customer arrives then they may be asked to wait until such time as there is sufficient capacity.

Guests shall retain their tickets, ticket stubs or e-tickets at all times.  Failure to do so may result in the guest being denied access into the facility. Re-entry to the facility is not permitted.

Ticket prices may change between the date of purchase and the date of the purchased activity. If the price paid for the ticket is greater than the price for equivalent tickets at the same activity, guests may not claim a refund for the difference.

Unfortunately, it is not possible to guarantee that a specific size of skates will be available to hire, and customers are recommended to contact the rink prior to their visit, especially when very small or very large skates are required. Additionally, it is not possible to guarantee that skating aids will be available on busy sessions.

Customers should note that the facility operates on a cashless basis and customers are encouraged to purchase tickets in advance using the facilities website.

Customers are expected to comply with all legal obligations, including any that relate to COVID.

Where a customer exhibits symptom of any disease they will immediately be asked to leave the facility and they will not be entitled to a refund.

Where a facility is an ice rink, customers may periodically be asked to leave the ice so that an ice cut can be undertaken in order to ensure that ice is maintained to the highest standard. This process will normally take no more than ten minutes.

One complimentary spectating ticket will be issued to a parent/carer in respect of under thirteen years olds (either attending as a group or singularly) when participating in an activity that involves ice skating.

In order to avoid disturbances to an activity, the Organisation may refuse entry to any guest who arrives after the activity has begun, subject to any decision by the facility management acting in their absolute discretion. 

Sound and video recording equipment (including but not limited to cameras and mobile devices with recording functions) is not permitted inside the facility without prior approval of the facility management. The Organisation reserves the right to conduct random bag checks in this respect and to report any guest found or suspected of copying or attempting to copy copyright protected material to the relevant authorities.

The Organisation accepts no responsibility for any information displayed or broadcast in any facility operated by the Organisation by any third party or for the content of and advertisement that is displayed at any facility operated by the Organisation.

Guests may not bring or consume any food or drink purchased outside of the premises and The Organisation reserves the right to conduct random bag checks in this respect.

Guests must always remain within permitted guest areas unless otherwise instructed by the Organisation staff or representative.

Due to the nature of the activity it is not recommended that pregnant women, people with epilepsy or children under the age of 4 participate in VR Rides.

The Organisation accept no responsibility for the loss, theft, damage or alteration to any personal items brought onto the premises by its guests. In situations where shoes are stored as part of the skate hire package and are lost, the maximum compensation that will be offered is £30.

The Organisation want to maintain a safe and secure environment for you and your family and may ask for your identification on arrival. We don’t knowingly allow anyone to use or visit our facilities who is a convicted child sex offender, subject to the notification requirements of the Sexual Offences Act 2003, or subject to a Risk of Sexual Harm Order or Child Abduction Notice.

As the facility is used for multiple activities there may be sessions where the full ice is not available and that areas of the ice are restricted to specific groups or activities.

Guests shall not exhibit behaviour which is considered antisocial or disruptive by the facility management acting in their absolute discretion. Such behaviour will result in immediate removal from the premises without any entitlement to a refund. The Organisation reserves the right to require the removal of a group of guests if one or more of the group's number are considered to be behaving in an antisocial or disruptive manner. The removal of any guests from the premises may result in the issuance of a letter barring such guests from the premises in the future. The Organisation reserves the right to report any guest deemed to be exhibiting antisocial or disruptive behaviour to the police for further investigation.

One complimentary admission ticket will be issued to a carer of an adult disabled guest if ID is presented connecting the name of the disabled guest to the recipient of one or more of the following: Disability Living Allowance (DLA), Attendance Allowance (AA), Personal Independence Payment (PIP), Armed Forces Independent Payment (AFIP), is a registered blind person or has a valid Access Card. 

Guests may not bring any animal on the premises, except guide, hearing and other assistance dogs.

Guests may not smoke (including electronic cigarettes or any other artificial cigarettes or smoking devices) within the premises. Anyone found doing so shall be removed from the premises without any entitlement to a refund.

Guests may not bring alcohol or illegal substances onto the premises – save that alcohol may be purchased from any licensed bars within the facility (where available). Alcohol purchased from the licensed bars within the facility must be consumed within the licensed areas only. Licensing laws shall be strictly enforced.  Anyone who is or appears to be intoxicated shall be removed from the premises immediately without any entitlement to a refund. 

Guests shall submit to any search by the Organisation of their persons or possessions before entry to the premises or at any time whilst on the premises. Any guest found or suspected of being in possession of a weapon, drugs or other harmful or illegal substances shall be refused entry and may be reported to the police. The Organisation reserves the right to confiscate items until the guests in possession of such items leave the premises.

Guests must not engage in any conduct towards, or speak to, any of the Organisation’s staff, representatives or other guests in a manner which may offend, insult, intimidate, threaten, disparage or vilify any person on any basis whatsoever. The Organisation shall, whenever possible, seek to prosecute guests who behave in this way on its premises.

The Organisation will refuse admission to an activity to any guest who, in the opinion of an authorised Organisation employee, is under the minimum age required for that activity and who cannot prove that they are at least the minimum age required. A photocopy of a birth certificate (together with a form of photographic identification connecting the name on the birth certificate to the guest), passport or driving licence is an acceptable form of identification.

Guests understand that CCTV monitoring takes place on the Organisation's premises for the purposes of protecting the Organisation’s staff, guests and property and for the purposes of preventing or detecting crime.

Guests agree not to do anything to endanger or jeopardise the safety of another guest or any Employee of the Organisation whilst on the premises.  The Organisation reserves the right to take any and all appropriate action to protect its staff, guests and property including but not limited to banning guests from all or certain facilities operated by the Organisation, contacting the police and any taking any necessary legal action) and to recoup or make a claim for any costs incurred. The Organisation accepts no responsibility for any information displayed on its premises by any third party.

All adults must be accompanied by a child when attending an activity clearly intended for child participation only. We do not recommend that children under 3 take part in our public sessions and would recommend that young children take part in the sessions we operate specifically for young children. There are times when our sessions can become very busy, and customers may find less busy sessions more suitable for young people or people with a disability.

The Organisation reserves the right to alter or cancel the time or date of any activity without notice.

The Organisation reserves the right to change this Guest Admissions Policy at any time without notice. Such changes will be posted on www.planet-ice.co.uk and www.planetimmersive.co.uk/planet-wildlife-immersive. Alternatively, guests can obtain a copy of the latest Guest Admissions Policy by contacting the facility directly.  Nothing in this Guest Admissions Policy shall affect your statutory rights as a consumer.