Grotto Ticket Terms



    1. Please read these terms and conditions (the “Ticketing Terms”) carefully as they affect your rights and liabilities.
    2. Westfield Europe Limited (“Westfield”, “we”, “us” or “our”) allocate and issue tickets (the “Ticket(s)”) for Westfield’s Happy Games experience (the “Happy Games”) at Westfield London and Westfield Stratford City shopping centre (each the Centre"), on these terms (the “Terms”) published by us from time to time. By booking or being issued with Ticket(s) all recipients of Ticket(s) (“you”) including the original booker (the “Booker”) are deemed to have accepted and agree to adhere to the Terms. Westfield reserves the rights to amend these Terms from time to time.
    3. The Terms are additional to and not a substitute for the general terms and conditions of use of our website which can be found here.
    4. The Ticket(s) are for personal use. You must not auction, donate, offer for sale, or advertise Ticket(s) for sale via the internet or elsewhere without our prior written consent.
    5. A valid Ticket must be produced for each person wishing to take part in the Happy Games.
    6. A Ticket(s) obtained in breach of the Terms, or which in our reasonable opinion is being used or is intended to be used in breach of the Terms, shall be void. This may include you being refused entry to the Happy Games or your Ticket(s) being cancelled without notification. No compensation will be provided in such circumstances.
    7. You must not use Ticket(s) as prizes in promotions, sweepstakes, hospitality packages, auctions, lotteries or competitions (including those used for charity) without our prior written consent.

    1. You may not participate at the Happy games if you are pregnant or weigh over 80kg.
    2. Ticket(s) must be booked or obtained directly from us via our ticketing provider here. We reserve the right to refuse to distribute Ticket(s) to individuals, companies or agencies who we suspect have breached, or intend to breach, the Terms.
    3. When you book Ticket(s) online and confirm your order by pressing the ‘Confirm order’ button, you are making an offer to us to book the Ticket(s) on the terms set out in your order. You will receive a confirmation of successful booking via email and/or sms, normally within 24 hours.
    4. You are responsible for making sure the information in your order is correct before confirming the order for the Ticket(s). When you have confirmed your order, no details of your booking can be changed and Ticket(s) will only be valid for the time and day stated upon them. You understand that there are only a certain number of Ticket(s) available for a day and time slot, so please ensure that you complete your booking to avoid disappointment.
    5. Once you have completed your order for the Ticket(s) we will not accept any requests for changes to the details of your booking (except in exceptional circumstances where you should contact Customer Service at, so please be sure to check the confirmation page carefully before placing your order.
    6. Westfield does not guarantee the availability of the website or the Happy Games at any time.

    1. Upon booking your Ticket(s) and receiving the order confirmation, your Ticket(s) will be emailed or text to you via our ticketing provider, Waitwhile. Ticket(s) do not need to be printed. Ticket(s) cannot be collected or printed at the Centre.
    2. Always check your Ticket(s) upon receipt or collection and let us know if there are any errors. Mistakes made when ordering cannot always be corrected and any corrections are discretionary.
    3. On the day of your visit to the Happy Games you should check that the Centre and the Happy Games are open and check the allocated start time.

    1. Westfield is not responsible for any lost, stolen or damaged Ticket(s). Any replacement of lost, damaged or stolen Ticket(s) is at our discretion and we may charge an administration charge for the replacement.

    1. Requests to cancel Ticket(s) must be made no later than 24 hours before your booked attendance slot.
    2. Westfield reserves the right to change the advertised dates, opening hours and schedule of the Happy Games without notice or liability, where it is necessary to do so for reasons beyond our reasonable control. We may close or remove parts of the Happy games if deemed faulty or unsafe. These Terms set out your rights in this situation.
    3. Notwithstanding the foregoing, Westfield reserves the right to cancel the Happy Games for any reason at any time without notice or liability.
    4. Westfield will not be responsible in any circumstances for any travel costs incurred.

    1. Westfield may carry out security searches from time to time to ensure the safety of all visitors and you agree to allow yourself and/or your belongings to be searched prior to admittance to the Happy Games in order to prevent offensive or dangerous weapons from being taken to the Happy games and the Centre.
    2. You may not take any weapons, glass bottles, flammable liquids or any other item that Westfield in its sole discretion may consider is dangerous to the Happy Games and the Centre.
    3. All Children under the age of 16 must be accompanied and supervised by a parent or guardian at all times at the Happy Games.
    4. No food or drink is permitted into the Happy Games activities.
    5. You will comply with all relevant safety announcements and regulations while attending the Happy Games including but not limited to:
      1. Use the hand sanitation stations upon entry to the Happy Games activities and the Centre; and
      2. Adhere to all social distancing measures in place.

    1. Westfield's liability to you is limited to £0.01.
    2. Westfield shall not be liable for loss or damage of any kind whether direct or consequential, including but not limited to travel expenses and car parking fees and/or any other out of pocket expenses. You waive all rights of whatsoever nature against Westfield and the Centre owners and each of their employees, servants, agents, independent contractors or representatives in respect of injury, death, loss or damage arising from your ordering of a Ticket(s) or your attendance of Happy Games.
    3. Westfield does not accept responsibility for (i) network, computer, hardware or software failures of any kind which may restrict or delay the ordering or delivery of Tickets, or (ii) any act or default of any third party supplier which is outside of Westfield’s reasonable control.
    4. Westfield does not accept responsibility for (i) network, computer, hardware or software failures of any kind which may restrict or delay your access to Happy Games or (ii) any act or default of any third party supplier which is outside of Westfield’s reasonable control.
    5. Nothing in the Terms shall exclude or restrict Westfield’s liability for death or personal injury caused by its negligence or the negligence of its officers or employees or for any fraudulent misrepresentation.

    1. Possession of a Ticket does not confer any rights (by implication or otherwise) on you to use, alter, copy or otherwise deal with any of the trade marks, logos and/or intellectual property appearing on the Ticket(s).
    2. We reserve the right to refuse admission to the Happy Games in reasonable circumstances including for health and safety reasons, licensing reasons, inappropriate behaviour or where a Ticket(s) is invalid for any reason. We reserve the right to request that you leave the Happy Games and/or Centre at any time in our absolute discretion.
    3. Save that any company in the Westfield group of companies, as well as the Centre owners, may benefit from these Terms, no person who is not a party to these Terms shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999.
    4. Nothing in these Terms affects any of your statutory rights which may not be legally excluded.
    5. Enforcement of these Terms is solely at our discretion, and just because we may not enforce them in some circumstances does not mean that we have lost the right to enforce in future.
    6. These Terms shall be governed by and interpreted in accordance with the laws of England and any disputes will be decided only by the exclusive jurisdiction of the English courts.

    1. By booking a Ticket and/or attending the Happy Games, you are sending your personal information to Westfield who will use this personal data in accordance with data protection laws and our Privacy Notice. This notice explains how Westfield processes your personal data, your rights, and how you can contact us. Westfield’s data protection team can be contacted at Because Westfield is a UK company, Booker’s personal information needs to be stored in or transferred to the UK or be accessed from the UK. 
    2. You will also be providing personal data to our ticketing partner, and will be processed in accordance with their privacy notice.
    3. Where you have consented to receiving marketing materials from our ticket provider Waitwhile, you understand that your personal data will be treated in accordance with Waitwhile's privacy notice (not Westfield's) and that it is Waitwhile who is responsible for ensuring that your personal data is treated in accordance with data protection laws. Should you have any queries or complaints in relation to Waitwhile's treatment of your personal data, you should refer that complaint directly to Waitwhile.

      If you have any questions about the Terms or Happy Games please do not hesitate to contact us at