FAQs / Help
Please click on a question to see the answer…
How do I use my DigiTicket?
You will be emailed an order confirmation that will include your unique Booking Reference Number and a barcode that also contains this number.
When you arrive for the event, please present your ticket on either your smart phone or present a printed copy. If you don’t have a smart phone or a printer, please make a note of the Booking Reference Number which you will receive on your ticket when you book online.
Do you issue refunds on event tickets?
We do not issue refunds on event tickets. If an event is cancelled or rescheduled, we will use reasonable endeavors to notify ticket holders of the cancellation as soon as we have received notification from the venue. Please note that we cannot guarantee ticket holders will be informed of such cancellation before the date of the event. In the occurrence of an event being cancelled, an alternative date will be offered, or a refund made.
For any sponsored challenges on behalf of The Children's Trust, separate conditions apply, and these will be given with the information packs issued. Registration fees are non-refundable.
This policy does not affect your statutory rights.
Can I make group / team bookings online?
Yes, just select the group / team option when booking your tickets. Please note, for team bookings you will be asked to enter your team name and the names of all team members.
What happens when I buy a ticket online?
On completion of your order, you will be emailed a DigiTicket containing a barcode and a unique Booking Reference Number. You will need to present this ticket on arrival at the event. If you do not have a printer, simply make a note of the Booking Reference Number, or present your ticket on your smart phone.
Where do I go upon arrival?
Please make your way to the registration desk where one of our volunteers will check you in and advise you on any next steps.
What if I don’t have a printer?
You do not have to print out the 8 digit booking reference – simply make a note of the Booking Reference Number and take it with you, coupled with some ID. Alternatively, please present your ticket on your smart phone.
What time should I arrive?
Please refer to the information on your ticket.
Will car parking be available?
Parking is available at most of our event locations, with the exception of events held at Tadworth Court, where only disabled parking is permitted on site. Otherwise guests are asked to park on the surrounding roads but with consideration for our neighbours. In some instances we offer a “Park & Ride” service – please refer to your ticket for more information.
What happens if it is raining?
All of our outdoor events (Fairs, Summer Screen events, and sports activities) will continue as planned even in wet weather conditions. Please dress appropriately for the weather conditions on the day.
Will there be wheelchair access?
Yes. All of our venues are wheelchair accessible.
Can I purchase a ticket on the day?
This will depend on the event. In the case of our Fairs and Summer Screen events, tickets are available on the day, although some of the more-popular attractions may have sold out so pre-booking is advised. For other events, it is advised to pre-book. If you are unsure, please call the Events team on 01737 365000 and they will be happy to assist.
Do you have restrooms available?
Yes. We provide restrooms (including disabled access restrooms) at all of our venues. Baby-changing facilities are also available at events held at Tadworth Court.
I have paid a registration fee to take part in a sports event. What happens next?
We will contact you with instructions on how to complete your registration. In most cases, you will need to provide some information for us to forward on to the event organisers. Only once this information is completed will you be fully registered.
Are dogs allowed at the event?
Well-behaved and friendly dogs (on leads) are allowed at our events held at Tadworth Court. We ask that owners act responsibly and clear up any mess made by their dog. For events at other venues, please contact us.
Who is The Children’s Trust?
The Children’s Trust is the UK’s leading charity for children with brain injury. Some of our specialist services receive funding from the NHS and local authorities, but this can’t cover the full cost of everything we do to support children and families. Therefore we need to raise additional income from fundraising. By attending an event at The Children’s Trust, you are helping us to raise these additional funds. Thank you.
How can I get in contact with you?
If you have any questions regarding your order, or the event, please call us on 01737 365000 or email firstname.lastname@example.org . Our offices are open from 9am until 5pm on Monday – Friday.