Ticket Terms & Conditions

Ticket and Voucher Terms and Conditions

Last updated: June 2026

These Ticket and Voucher Terms and Conditions apply to tickets, gift vouchers, promotional vouchers, complimentary tickets and discount codes issued or accepted by Go Wild.

Please read these terms carefully before making a purchase or using a ticket or voucher.

By purchasing, receiving, booking with or redeeming a Ticket or Voucher, you agree to these Terms and Conditions and Go Wild’s General Terms and Conditions.

1. Definitions

In these Terms and Conditions:

“Activity” means any trampolining, climbing, obstacle course, adventure play, Rainforest Course, interactive game, soft play, party activity or other activity operated by Go Wild.

“Booking” means a reservation for admission to a particular Activity, date, time or session.

“Booking Confirmation” means the email or other written confirmation issued by Go Wild confirming the details of a Booking.

“Customer” means the person purchasing or making a Booking using a Ticket or Voucher.

“Gift Voucher” means a voucher or stored-value gift card purchased for monetary value.

“Go Wild”, “we”, “our” or “us” means Go Wild (Drusillas) Limited.

“Participant” means any person taking part in an Activity.

“Promotional Voucher” means a complimentary, raffle, goodwill, competition, promotional or discount voucher or code that was not purchased for its stated face value.

“Service” means admission, participation in an Activity or any other service supplied by Go Wild.

“Ticket” means any paid, complimentary, promotional, date-specific, session-specific, event or special-offer admission ticket.

“Voucher” means a Gift Voucher or Promotional Voucher.

2. Application of These Terms

2.1 These terms apply to Tickets and Vouchers purchased or obtained:

Through the Go Wild website;
Through Go Wild’s authorised booking system;
At the Go Wild premises;
By telephone;
Through an authorised third party; or
As part of a promotion, competition, raffle or goodwill arrangement.

2.2 These terms must be read alongside:

Go Wild’s General Terms and Conditions;
The Participation Waiver;
Any product-specific terms;
Any promotional terms shown at the time of issue; and
Go Wild’s Privacy Policy.

2.3 Where there is a conflict, any specific terms clearly provided for a particular Ticket, Voucher, event or promotion will take priority in relation to that product.

2.4 Nothing in these terms affects the Customer’s statutory rights.

3. Purchasing Tickets

3.1 All Tickets must be paid for in full at the time of purchase unless Go Wild has expressly agreed otherwise.

3.2 A booking request is not accepted until:

Payment has been successfully processed; and
Go Wild has issued a Booking Confirmation.

3.3 The Customer must check the Booking Confirmation immediately and ensure that the following details are correct:

The Go Wild venue;
The date of the visit;
The session and start time;
The Activity booked;
The session duration;
The number of Participants;
The age category of each Participant; and
Any additional products purchased.

3.4 The Customer must notify Go Wild promptly if the Booking Confirmation contains an error made by Go Wild.

3.5 Go Wild is not responsible for an incorrect date, session, ticket type, age category or number of Participants selected by the Customer.

3.6 Tickets are subject to availability. Adding a Ticket to an online basket does not reserve it until payment has been completed and the Booking Confirmation has been issued.

3.7 Go Wild may correct an obvious pricing, description or technical error. Where an error materially affects a confirmed Booking, the Customer will be offered the choice of:

Paying the correct price;
Accepting a reasonable alternative; or
Receiving a refund of the amount paid for the affected Ticket.

4. Ticket Validity

4.1 A Ticket is valid only for:

The venue stated;
The date stated;
The session or event stated;
The Activity stated;
The session duration stated;
The number of people stated; and
The applicable age or ticket category.

4.2 Date-specific, session-specific, event and special-offer Tickets expire when the relevant session, event or validity period has ended.

4.3 An expired or unused Ticket will not normally be:

Refunded;
Rebooked;
Replaced;
Exchanged;
Extended; or
Converted into credit.

4.4 Tickets have no cash value and cannot be exchanged for cash.

4.5 A Ticket may be used only once. Where the same Ticket or barcode is presented more than once, only the first successful redemption will be accepted.

4.6 Go Wild may request the Booking Confirmation, payment card, booking reference or suitable identification before admitting the Ticket holder.

4.7 Go Wild may refuse a Ticket that has been altered, copied, duplicated, fraudulently obtained or otherwise misused.

5. Customer Cancellations and Refunds

5.1 Tickets for leisure Activities taking place on a specified date or during a specified period are non-refundable unless:

Go Wild cancels the booked Service;
Go Wild makes a material change to the principal Service purchased;
The Service is not provided with reasonable care and skill;
These terms expressly provide otherwise; or
A refund is required by law.

5.2 The statutory 14-day cooling-off period does not normally apply to leisure Activities booked for a specific date or period.

5.3 Subject to clause 5.1, no refund, credit, transfer or alternative session will be provided because of:

Illness or injury affecting the Customer or a Participant;
Pregnancy;
A change of mind;
A change in personal circumstances;
Travel disruption;
Traffic delays;
Adverse weather where Go Wild remains open;
Failure to attend;
Late arrival;
Booking the incorrect date or session;
Booking the incorrect Ticket or age category;
Failure to read the product information;
Failure to complete a valid Participation Waiver;
Failure to satisfy an age, height, weight or supervision requirement;
Refusal to watch or follow the safety briefing;
Refusal to wear the required grip socks or suitable clothing;
Refusal of participation on reasonable safety grounds; or
A Participant deciding not to take part.

5.4 Once confirmed, a Booking cannot be transferred to another date, session, Activity or person unless Go Wild expressly agrees otherwise.

5.5 Go Wild may agree to amend a Booking in exceptional circumstances, entirely at its discretion. Any discretionary amendment:

Is subject to availability;
May incur an administration charge;
Will require payment of any increase in price;
Will not normally result in a refund if the replacement Booking is cheaper; and
Does not create an obligation to amend any other Booking.

5.6 Where Go Wild permits a Booking to be moved, the replacement Booking may not be moved again.

5.7 Any refund lawfully due will normally be made to the original payment method.

6. Cancellation or Changes by Go Wild

6.1 Go Wild may cancel, relocate, delay or materially alter a session where reasonably necessary because of:

Safety concerns;
An emergency;
Equipment failure;
Essential inspection, repair or maintenance;
Utility failure;
Staffing requirements;
Government action;
Circumstances beyond Go Wild’s reasonable control; or
Other significant operational reasons.

6.2 Where Go Wild cancels an entire booked session and cannot provide the principal Service purchased, the Customer will be offered:

A reasonable alternative date or session; or
A refund of the amount paid for the affected Ticket.

6.3 Where a complimentary or Promotional Ticket is affected, Go Wild may offer a replacement Ticket of reasonably equivalent value rather than a cash payment.

6.4 The temporary closure or unavailability of an individual attraction, feature, game or facility will not automatically entitle the Customer to a refund where the principal booked Activity remains available.

6.5 Go Wild will not be responsible for consequential expenses such as:

Travel;
Accommodation;
Parking;
Childcare;
Loss of earnings; or
Other associated costs.

6.6 Nothing in this section affects the Customer’s statutory rights.

7. Arrival, Check-in and Admission

7.1 Customers must arrive within the recommended arrival period shown on the Booking Confirmation or product information.

7.2 Sufficient time must be allowed to:

Check in;
Present and validate Tickets;
Confirm completed Waivers;
Purchase or collect grip socks;
Store personal belongings; and
Watch the mandatory safety briefing.

7.3 A Ticket does not provide priority access to the check-in desk. All Customers must join the applicable queue and complete Go Wild’s admission procedures.

7.4 Advance purchase reserves a place in the booked session but does not guarantee immediate entry on arrival.

7.5 Late arrival will not extend the session. The Ticket will expire at the advertised end time.

7.6 Go Wild may refuse or delay admission where a Participant arrives too late to complete the required safety procedures.

7.7 No refund, credit or additional participation time will be provided for late arrival.

7.8 All members of a Booking should arrive together wherever possible.

8. Presenting Tickets

8.1 Tickets purchased online may be presented on a mobile device.

8.2 The Customer is responsible for ensuring that:

The Ticket can be accessed on arrival;
The barcode or booking reference is clearly visible;
The device has sufficient battery power; and
The correct Ticket is presented.

8.3 Go Wild is not obliged to print electronic Tickets on behalf of Customers at the premises.

8.4 A screenshot may be accepted provided that the barcode and full Ticket information are clear and the Ticket has not already been redeemed.

8.5 Failure to present a valid Ticket or sufficient booking information may result in admission being refused.

8.6 Go Wild may attempt to locate a Booking using the Customer’s details but cannot guarantee that this will be possible during busy periods.

9. Participation Requirements

9.1 Holding a Ticket does not guarantee that a person will be permitted to participate.

9.2 Every Participant must comply with:

The Participation Waiver requirements;
The mandatory safety briefing;
Applicable age, height and weight restrictions;
Supervision requirements;
Clothing requirements;
Grip-sock requirements;
Activity-specific safety rules; and
Instructions given by Go Wild staff.

9.3 Go Wild may refuse or stop participation where it reasonably considers that a person:

Does not meet the relevant participation requirements;
Has not completed a valid Waiver;
Is dressed unsuitably;
Appears intoxicated or under the influence of drugs;
Is behaving dangerously or inappropriately;
Is medically or physically unable to participate safely; or
Presents a risk to themselves or another person.

9.4 Where admission or participation is refused because the Customer or Participant has failed to meet a published requirement, no refund or alternative session will be provided.

10. Ticket Transfers and Resale

10.1 Tickets must not be:

Resold;
Advertised for resale;
Auctioned;
Used as part of an unauthorised promotion;
Used for commercial purposes; or
Purchased for onward resale.

10.2 Go Wild may cancel any Ticket that it reasonably believes has been unlawfully or unauthorisedly resold.

10.3 Tickets purchased through unauthorised sellers may be invalid and admission may be refused.

10.4 Go Wild is not responsible for money paid to an unauthorised seller.

10.5 A Customer purchasing through an authorised third-party seller may also be subject to that seller’s booking terms. Refund requests must normally be directed to the organisation that received the payment.

11. Gift Vouchers

11.1 A Gift Voucher is not itself an admission Ticket. A separate Booking must be made for the chosen date and session, subject to availability.

11.2 Gift Vouchers may be used only against eligible Go Wild products and through the redemption channels stated when issued.

11.3 Gift Vouchers:

Cannot be exchanged for cash;
Cannot be resold;
Cannot be used to purchase another Gift Voucher unless expressly permitted;
Must be redeemed before the stated expiry date; and
Are subject to any restrictions stated when purchased.

11.4 Where the booking system permits partial redemption, any unused balance will remain available until the original expiry date.

11.5 No cash change will be given.

11.6 If the cost of a Booking exceeds the available Gift Voucher balance, the Customer must pay the difference using an accepted payment method.

11.7 Any Booking made using a Gift Voucher is subject to the Ticket cancellation terms in section 5.

11.8 If a Booking paid partly by Gift Voucher is lawfully refunded, the Gift Voucher portion may be returned as voucher credit rather than cash.

11.9 Expired Gift Vouchers will not normally be refunded, reinstated, replaced or extended unless required by law.

11.10 A paid Gift Voucher purchased online and not linked to a specific date may carry statutory cancellation rights. Nothing in these terms removes any cancellation right provided by law.

12. Promotional, Complimentary and Raffle Vouchers

12.1 Promotional Vouchers are issued subject to the specific conditions stated on the Voucher or in the relevant promotion.

12.2 Promotional Vouchers may be limited by:

Venue;
Date;
Session;
Activity;
Ticket category;
Capacity;
Minimum spend;
Eligibility; or
Booking channel.

12.3 Promotional Vouchers:

Have no cash value;
Cannot be exchanged for cash;
Cannot be resold;
Cannot normally be transferred;
Cannot normally be combined with another offer;
Cannot be applied retrospectively; and
Must be redeemed before the stated expiry date.

12.4 Expired or unused Promotional Vouchers will not be refunded, extended, replaced or exchanged.

12.5 A Promotional Voucher issued for a raffle, competition, charity donation, goodwill gesture or complimentary purpose may be withdrawn or cancelled where:

It has expired;
It has been altered or copied;
It has been fraudulently obtained;
It is being resold;
Its conditions have been breached;
It was issued in error; or
The associated promotion has been cancelled before redemption for a legitimate reason.

12.6 Complimentary and Promotional Vouchers do not entitle the holder to a cash refund.

12.7 Where Go Wild cancels a session booked using a Promotional Voucher, Go Wild may issue a reasonably equivalent replacement Voucher or Booking, subject to availability.

13. Lost, Stolen or Damaged Tickets and Vouchers

13.1 Customers are responsible for keeping Tickets, voucher codes, booking references and barcodes secure.

13.2 Go Wild is not responsible for unauthorised use where a Ticket or Voucher code has been disclosed, forwarded, copied or left unsecured by the Customer.

13.3 A Ticket or Voucher reported as lost or stolen may be cancelled to prevent unauthorised use.

13.4 Go Wild cannot guarantee that a lost, stolen or damaged Ticket or Voucher will be replaced.

13.5 Go Wild may, at its discretion, reissue a paid Ticket or Gift Voucher where:

Satisfactory proof of purchase is provided;
The original Ticket or Voucher can be identified;
It has not been redeemed;
Its remaining value can be verified; and
Go Wild is satisfied that the request is genuine.

13.6 Promotional, complimentary and raffle Tickets or Vouchers will not normally be replaced if lost, stolen or damaged.

14. Discounts and Other Offers

14.1 Online prices, discount codes and Promotional Vouchers cannot be combined unless expressly stated.

14.2 A discount or Voucher may apply only to the full individual price and may exclude:

Parties;
Memberships;
Gift Vouchers;
Food and drink;
Grip socks;
Special events;
Existing discounted products; and
Other specified products.

14.3 The Customer must read the conditions applicable to a discount or Voucher before completing a Booking.

14.4 Discounts cannot be applied retrospectively after payment has been completed.

14.5 Go Wild may refuse or cancel a discount where:

The eligibility requirements have not been met;
The code has expired;
The code has been shared or used contrary to its terms;
The code has been used fraudulently;
The code was issued in error; or
An obvious technical or pricing error has occurred.

14.6 Tickets purchased before the launch of a later offer will not be refunded or repriced solely because the later offer would have produced a lower price.

15. Fraud and Payment Disputes

15.1 Go Wild may suspend or cancel a Booking where it reasonably suspects:

Payment fraud;
Unauthorised card use;
Voucher misuse;
Ticket duplication;
A fraudulent chargeback; or
Other unlawful activity.

15.2 Go Wild may request suitable evidence of identity, payment or authority to use a Voucher.

15.3 Fraudulent activity may be reported to the payment provider, ticketing provider, police or another appropriate authority.

16. Changes to These Terms

16.1 Go Wild may amend these terms from time to time.

16.2 The terms supplied or made available when a Ticket or Voucher is purchased will normally apply to that purchase.

16.3 Go Wild may introduce reasonable changes to operational or safety requirements before a visit where necessary to protect visitors, staff or property.

16.4 Any updated terms will be published on the Go Wild website.

17. Governing Law

17.1 These Terms and Conditions are governed by the laws of England and Wales.

17.2 A Customer resident in England or Wales may bring proceedings in the courts of England and Wales.

17.3 A Customer resident elsewhere in the United Kingdom may also have the right to bring proceedings in the courts of the part of the United Kingdom in which they live.

18. Contact Details

Questions relating to Tickets, Bookings or Vouchers should be directed to:

Go Wild (Drusillas) Limited

Go Wild
Ghyll Road Industrial Estate
Ghyll Road
Heathfield
East Sussex
TN21 8AW

Email: [email protected]
Telephone: 01435 863277