2026 T&Cs

Tickets will only be valid for one visit and are non-refundable ( In the event that the Santa Visit Experience cannot proceed the operator will review refunds but the booking fee is non-refundable )

Maximum group of 6, including 4 children and 2 adults.

There must be at least one adult and one child in each booking unless an adult is accompanying another adult who may have specific needs/learning difficulties.

You must arrive no more than 5 minutes before your booked ticket time. This is to ensure that there are no queues outside the Grotto and enable clear walkways around the mall.

For parties arriving late. We will try our very best to get you in on the next available slot but please be aware this may take some time or require a different date.

We will not accept any responsibility for loss or damage to personal belongings while you are the City Square Grotto.

Parents must supervise their children at all times, and we will not be responsible for any injury/s or loss sustained while at City Square Grotto.

Children under the age of 16 must be accompanied by an adult.

We reserve the right to refuse entry.

Booking confirmation must be shown on arrival to the Grotto.

Whatever guidelines that are in place at the time of your visit will be adhered too.

Pets or animals of any kind are prohibited, with the exception of service animals.

No food or beverages may be consumed within the Grotto area.

City Square reserves the right to change, modify or cancel the Grotto experience. In this situation you will be informed.

We will have no liability whatsoever as a result of changing, postponing, or cancelling the Grotto, including any personal arrangements or expenditure (including travel, accommodation, hospitality or other costs or expenses), loss of enjoyment, disappointment, emotional distress or any indirect or consequential loss, whether incurred by you or another of your party.

We would always want your experience to be a happy and memorable one for you and your companions for all the right reasons, however we cannot be liable for distress caused by circumstances beyond our control. For example, the Grotto being closed due to circumstances beyond our control, etc.

You must comply with all instructions from City Square staff at the Grotto, plus applicable health and safety rules and any security requirements in place from time to time.

In exceptional cases, our staff reserve the right to refuse entry to individuals to the Grotto, or remove those who have already been admitted, if in their reasonable opinion, the presence of those individuals is likely to create any health and safety or security concerns or considerably lower the enjoyment of other guests. Each booking must contain at least one Child and one Adult. You will not be permitted access to the Grotto on your visit date unless there is at least one Child and one Adult in attendance.