Terms And Conditions

Some tourists like to embody characters at Phantom Peak, and we encourage this. However, we would like to remind you that the town must be enjoyable for everybody, whether they are first-time visitors or returners. 

If you plan to roleplay, or introduce your own ‘story’ at the Peak, please follow our roleplaying guidelines below.

Please do not impersonate staff or cast members. If you are mistaken for a member of the Phantom Peak team, please make it clear that you are not. You are, however, welcome to help people where appropriate (for example, with trails).

Giving gifts to our characters does not mean you will receive, or should expect, any special treatment. We love the gifts, but it does not guarantee anything more than a simple ‘thank you’.

Please do not try to influence the structure of the day. Some things in Phantom Peak are sacred, such as the way we celebrate our festivals (Opening & Closing Ceremonies) and underlying events such as Platyhooks and the Cabin Games (Summer 2024). Please do not introduce new ways to engage with these core structures.

Remember that, for the majority, it is their first time at Phantom Peak. They should experience Phantom Peak as intended, just as you might have. 

Fun interactions should stay between yourself and the characters of the town. Please do not force these to bleed into a wider storyline - follow the characters’ guidance on this!

Have fun, but not at the expense of others’ experiences.

• Ticket prices vary between £20-£47.50. Please read ticket descriptions and final checkout amount before placing your order.
  
  
• Each order is subject to a small handling fee of 3.2% towards ticketing administration and payment processing costs.
  
  
• ID is required for those entering with a Young Adult Ticket, and other tickets such as a Complimentary Companion Ticket.
  
  
• Once you've booked your ticket, the payment is final. Tickets are non-refundable but changes of date and/or time may be permitted subject to availability. Please contact us to discuss your options.
  
  
• Discount Codes may be used when booking tickets to Phantom Peak, and these may only be valid on specific ticket types, performance dates or during presale events.
  
  
• Where a discount code has been used to purchase a ticket, you cannot then move that ticket to an invalid non-discounted performance date. If you wish to move your performance date, please contact us to discuss your options.
  
  
• Where a date/time change is requested, you may be charged an admin fee to cover your move. This applies to, but is not limited to, presale tickets which are moved to a non-presale date. Date/Time changes require additional approval on our ticketing system. You may also need to pay the difference between your discounted ticket and a regular-priced ticket via a dedicated link. 
  
  
• If you book during a presale event, you may also be entitled to exclusive collectibles such as a Jonacoin which can be collected in person when you visit. If you move your presale date, you will still be able to claim this exclusive but are subject to our other ticketing & booking terms as detailed above.
  
  
• In the unlikely event that Phantom Peak cannot go ahead, you will be contacted and offered a gift voucher to return another time. You may also request a refund.
  
  
• Phantom Peak is unable to cover the resulting costs of any related travel, accommodation or other charges incurred around your visit.

• Please follow all instructions by members of staff. These are essential for the health and safety of all visitors to Phantom Peak.
  
  
• Visitors to Phantom Peak are reminded not to initiate physical contact with our team members for their own safety.
  
  
• Visitors are not permitted to remove any items from Phantom Peak.
  
  
• Do not climb on sets, walls, doors, or props.
  
  
• Inappropriate behaviour such as shouting, appearing to be intoxicated, drunkenness, violence, or abusive conduct is strictly prohibited.
  
  
• Tampering with or misusing safety equipment or devices that are in place for the well-being of all participants is considered a criminal offence. Offenders will be removed from the experience without a refund and may face legal consequences.
  
  
• Should any visitor fail to comply with these Terms and Conditions, the Company reserves the right to refuse admission or remove the guest from Phantom Peak at its own discretion.

• By entering Phantom Peak, you acknowledge and agree that Phantom Peak or any authorised party may use the captured images featuring visitors in perpetuity, for any promotional, advertising, or publicity material in any format.
  
  
• The copyright for all photographs and recordings, regardless of their nature, belongs to Phantom Peak or the respective authorised party. All picture and recordings are owned by Phantom Peak.
  
  
• If you have any objections to being filmed or recorded, we kindly request you to inform a member of our team before entering Phantom Peak. We will do our best to accommodate your concerns.
  
  
• For the purposes of crime prevention and public safety, closed-circuit television (CCTV) cameras are in operation throughout the venue. Please be aware that your activities may be recorded for security purposes.

• Phantom Peak accepts no responsibility for any loss or damage to persons or property, regardless of how it may occur, while on our premises. This includes any consequential or indirect loss or damage of any kind.
  
  
• In the event of an emergency, whether genuine or not, Phantom Peak reserves the right to evacuate the experience. We prioritise the safety of our visitors, and in such cases, we cannot be held liable for any delays, cancellations, or refunds.
  
  
• Occasionally, Phantom Peak may be forced to be cancelled without prior notice. We understand the inconvenience this may cause, but we cannot be held liable for any resulting loss, damage, cost, or expense, including any consequential or indirect loss or damage.
  
  
• Phantom Peak cannot be held liable for the acts or omissions of any third parties, including other guests or external factors. However, we always honour our legal liability to guests for any death or personal injury caused by our negligence, fraud, or any liability that cannot be lawfully excluded or limited. This does not affect your statutory rights.

Please consult our Accessibility FAQs for more information.
You can contact us for more information and help with your booking.

Upon entering Phantom Peak, you will be asked to consent to the following waiver:

I hereby assume all of the risks of participating in the Phantom Peak - Live Immersive Experience, including by way of example and not limitation, any risks that may arise from negligence or carelessness on the part of the persons or entities being released, from dangerous or defective equipment or property owned, maintained or controlled by them, or because of their possible liability without fault. I certify that I am physically and mentally fit and have not been advised to not participate by a qualified medical professional. I certify that there are no health-related reasons or problems which preclude my participation in the Phantom Peak - Live Immersive Experience.

I acknowledge that this Accident Waiver and Release of Liability Form will be used by the organisers of the Phantom Peak - Live Immersive Experience in which I may participate and that it will govern my actions and responsibilities at said Phantom Peak - Live Immersive Experience. In consideration of my application and permitting me to participate in this Phantom Peak - Live Immersive Experience, I hereby take action for myself, my executors, administrators, heirs, next of kin, successors, and assigns as follows:

(A)I WAIVE, RELEASE, AND DISCHARGE from any and all liability, including but not limited to, liability arising from the negligence or fault of the entities or persons released, for my death, disability, personal injury, property damage, property theft, or actions of any kind which may hereafter occur to me including my travelling to and from the Phantom Peak - Live Immersive Experience. THE FOLLOWING ENTITIES OR PERSONS: The League of Adventure Limited, partners, supporters or volunteers.

(B) I INDEMNIFY, HOLD HARMLESS, AND PROMISE NOT TO SUE the entities or persons mentioned in this paragraph from any and all liabilities or claims made as a result of participation in the Phantom Peak - Live Immersive Experience, whether caused by negligence or otherwise. I acknowledge that the Phantom Peak - Live Immersive Experience may carry with it the potential for death, serious injury, and personal loss. The risks may include, but are not limited to, those caused by terrain, facilities, temperature, weather, condition of participants, equipment, actions of other people including, but not limited to, participants, volunteers, spectators.

I consent and agree that The League of Adventure Limited, and/or their supporters or volunteers may take photographs or digital recordings of me as a participant during this event and use these in any and all media for training or promotional purposes. I further consent that my identity may be revealed therein or by description text or commentary. I waive any rights, claims or interest and I understand that there will be no financial or other remuneration. The accident waiver, release of liability and image release shall be construed broadly to provide a release and waiver to the maximum extent permissible under the courts of England and Wales and I accept Irrevocably that the courts shall have the non-exclusive jurisdiction to settle any dispute which may arise out of or in connection with this Agreement and that accordingly any Proceedings may be brought in such courts.

I CERTIFY THAT I HAVE READ THIS DOCUMENT, AND I FULLY UNDERSTAND ITS CONTENT. I AM AWARE THAT THIS IS A RELEASE OF LIABILITY AND A CONTRACT AND I SIGN IT ON MY OWN FREE WILL.

Terms & Conditions apply for the 12 Days of Wintermas promotion.

All discount codes are subject to availability.

On the fifth day, your Discount code expires at 23:59:59 on 29th December 2024 and is valid for 20% off on Wintermas Adult Tickets only. You must crack the code which will give you a 8-letter code. This code must be used as a discount code when purchasing a ticket to get 20% off, and on your visit, you can visit the Tourist Information Centre for one free pin badge. Your free pin badge is only valid alongside your visit booked with the code, and is for ticket holders only. 1 ticket = 1 pin badge. You must complete your booking by 23:59:59 on 29th December 2024. Phantom Peak's decision is final, and you are not guaranteed to receive a pin badge. If you do not collect your pin badge, you cannot pick it up on another visit. Please visit the Tourist Information Centre when you arrive and show proof of your ticket.

On the tenth day, your discount code expires at 23:59:59 on Friday 3rd January 2025. One free beer or wine will no longer be applied if you complete your purchase after 23:59:59 on Friday 3rd January 2025. You must visit the Tourist Information Centre to redeem your free drink - you cannot transfer this offer to another date. Phantom Peak's judgement is final on whether you receive a free drink or not - subject to availability on the day of your visit. We cannot guarantee that you will receive a free drink, and you will not receive an alternative. Your 20% discount will be automatically applied and is available on Wintermas Adult Tickets only, subject to availability and Terms and Conditions apply. 20% off will be valid until Sunday 5th January 2025 at 23:59:59 after which a discount will no longer be applied. Please take note of your basket total at point of purchase.