Terms & Conditions

Making a booking

By making a booking at Chill Factor^e you have accepted our Terms and Conditions.

Bookings must be made in advance either via our website, www.chillfactore.com or our call centre on 0161 749 2222.

For refunds and cancellations see the section below.

Corporate, Schools & Party Booking conditions see below.

Chill Factor^e reserves the right to refuse admission to a lesson if you are any more than 15 minutes late. Please note that no refunds or transfers will be allowed.

If you need to amend a booking, please email us with the details at info@chillfactore.com including the booking reference number, the name & email address used to make the booking, your contact telephone number, and as much information as possible to help us deal with your request straight away.

We can only reschedule general bookings if given more than 5 days’ notice. Full terms and conditions, including specific party, group, corporate and school terms, are available at chillfactore.com.

Gift Vouchers

Gift vouchers can only be redeemed for snow activities at Chill Factor^e and Chill Factor^e essential products like socks, gloves and helmets.

Gift vouchers can be used as full or part payment towards a booking.

Gift vouchers cannot be exchanged for cash.

Gift vouchers are non-refundable.

If you do not spend the entire balance on the gift voucher the remaining balance will stay on the voucher to use at a later date.

Gift vouchers purchased before the 1st of October 2021 are valid for 6 months from the purchase date. Gift Vouchers purchased on or after the 1st of October 2021 are valid for 12 months from the purchase date.

Gift Vouchers affected by the recent closures have been extended to expire on 31/10/2021.

Gift vouchers can be redeemed online, check the expiry date and the balance of your voucher.

Chill Factor^e treat gift vouchers as cash and therefore will not accept liability for lost or stolen vouchers.

Chill Factor^e reserves the right to amend the terms and conditions of the gift vouchers at any time and to take appropriate action, including the cancellation of the voucher, at its discretion, if it deems such action necessary. This does not affect your legal rights.

Refund and Cancellation Policy

Cancellation by you

We understand that sometimes plans change. Depending on the amount of notice we receive the following options will apply which can be used towards an alternative activity. Once a booking has been made, no refunds will be given.

Cancellation must be made by the person who made the booking and can be

• By phone – call us on 0161 749 2222 10am-6pm 7 days a week,
• On webchat – chat to us online 10am-6pm 7 days a week
• By e-mail – email us at info@chillfactore.com from the e-mail address we hold on your account.

Please note, notice of cancellation can be made by e-mail but we can only amend your booking to another date by phone or webchat, due to live availability changing constantly. Please call us on 0161 749 2222

For Birthday Chill Factor^e Party amendments and cancellations, please see the party cancellation section.

More than 48 hours before your activity

• Amendments to a new date or a different activity may be made free of charge. If you are unable to find a suitable alternative date Credit Vouchers for the value of the cancelled activity will be applied. Credit Vouchers will be valid for 6 months from the date of issue and cannot be extended.

• If your original booking was made using a promotion or offer and your new booking is outside of the dates of the promotion, or you choose a different activity, you will be required to pay the difference at the time of making the change.

Less than 48 hours, but more than 4 hours before your activity

• Amendments to a new date or a different activity may be made; Amendment Fees will apply.

• If your original booking was made using a promotion or offer and your new booking is outside of the dates of the promotion, or you choose a different activity, you will be required to pay the difference at the time of making the change, in addition to amendment fees.

• If you are unable to find a suitable alternative date, Credit Vouchers for the value of the cancelled activity will be applied, upon payment of the appropriate Amendment Fee. Credit Vouchers will be valid for 6 months from the date of issue and cannot be extended.

• Amendment Fees are applied per person, per activity:
  
  
• £10 - Junior/Kids Lessons (inc. Holiday Camps), Lift Passes, Snow Park
• £10 - Adult 2 hour Group Lessons
• £15 - Day Lessons, 2 Day Course, Kids Expedition Day, 1 Hour Private Lesson
• £25 - 2 Hour Private Lesson
• £30 - Birthday Party per booking

Less than 4 hours before the activity

• No amendments or Credit Vouchers will be offered.
• If cancellation by you is due to serious illness or injury, a Credit Voucher will be considered if a relevant doctor’s certificate, or similar documentation is submitted and notice of cancellation is received prior to the start of your activity.

Birthday Parties - Cancellation by you

Within 7 days of making your booking

We understand that co-ordinating with other parents is necessary when organising a birthday party. To ensure your diaries align, we offer a 7 day money back guarantee.

• If you need to cancel the party within 7 days of making your booking, we will offer a full refund. More than 7 days after the date of booking, no refunds will be offered.

More than 5 days before your activity

• Amendments to a new date or a different activity may be made free of charge. If you are unable to find a suitable alternative date Credit Vouchers for the value of the cancelled activity will be applied. Credit Vouchers will be valid for 6 months from the date of issue and cannot be extended.

• If your original booking was made using a promotion or offer and your new booking is outside of the dates of the promotion, or you choose a different activity, you will be required to pay the difference at the time of making the change.

• If the number of children attending reduces, a Credit Voucher for that value will be offered. Credit Vouchers are valid for 6 months from the date of issue.

Less than 5 days before your activity but more than 4 hours

• Amendments to a new date or a different activity may be made; Amendment Fees will apply.
  • £30 – Amendment fee per booking, not per person
• If the number of children attending reduces, a Credit Voucher for that value will be offered. Credit Vouchers are valid for 6 months from the date of issue.

Cancellation by Chill Factor^e

If for any reason Chill Factor^e has to cancel your activity, a Credit Voucher for the full value of your activity or a full refund will be given. Credit Vouchers are valid for 6 months from the date of issue. The Chill Factor^e will not be liable for any compensation or costs incurred by you as a result of cancellation.

Check In

Please leave plenty of time for your journey to Chill Factor^e. We strongly recommend arriving at the Guest Services desk 10 minutes prior to your activity start time if you have all of your own equipment. If you need to borrow ski or snowboard equipment please arrive 20 minutes prior to your activity start time to allow adequate time to collect your tickets and equipment. During busy periods and holidays, you will need to allow more time.

If you are late for your session start time this will impact your session duration. For lessons, if you are not ready at the start of the lesson, you will be refused admission.

Please check all traffic reports before your journey to Chill Factor^e as we cannot be held responsible for late arrivals due to being delayed by traffic.

Group Sizes

Guidance on group size is given on activities where applicable. Group sizes are determined by the area in which the activity usually takes place and how the activity can be safely facilitated in line with the most up-to-date health and safety guidance. On occasion, this can change and Chill Factor^e reserve the right to increase group sizes where and when possible. At no stage does this compromise the health and safety of the activity.

Clothing and Equipment

All prices include boots and ski/snowboard hire only (this does not include snow play boots).

Gloves, full-length trousers and long-sleeved tops must be worn by everyone taking part in a snow activity.

Lockers are available to keep shoes/valuables safe. A locker sanitization station is provided for you to safely sanitize your own locker before and after use. Lockers require a £1 coin (refunded) or a trolley token.

Helmets are compulsory for all guests taking part in snow activities.

Gloves are compulsory and can be purchased from us, as can hats, but please note they are not for hire.

Lost Property

For lost property enquiries please contact us via email, info@chillfactore.com. Chill Factor^e accepts no responsibility for returning items to you, or for any items of lost property that remain unclaimed.

Schools

Please be aware that separate terms & conditions apply for school bookings.

No booking is confirmed without receipt of a completed, signed booking form. Emailed booking forms will be treated as a contractual agreement and therefore you are accepting our terms and conditions.

Please contact the schools team as soon as possible so that we can endeavour to accommodate your needs. Discretion may be used by Chill Factor^e depending on your circumstances.

Corporate Events and Functions

Please be aware that separate terms & conditions apply for corporate and group bookings.

No booking is confirmed without receipt of a completed, signed booking form. Emailed booking forms will be treated as a contractual agreement and therefore you are accepting our terms and conditions.

Please contact the groups team as soon as possible so that we can endeavour to accommodate your needs. Discretion may be used by Chill Factor^e depending on your circumstances.

Membership

Members qualify for 30% saving on lessons, lift passes, snow activities and parties. The 30% discount applies to standard prices and may exclude certain events & sessions held at Chill Factor^e. Membership discounts do not apply to all special offers or where double discounts occur but, from time to time, members may be offered additional discounts off selected promotions: please check the terms and conditions of special offers at the time of booking.

Membership is non-transferable and non-refundable and is valid for 12 months from the day of purchase. Membership discount is only applicable for the member who is participating in the activity. In the event of misuse of the Chill Factor^e Membership, Chill Factor^e reserves the right to cancel membership and related bookings without refund.

Student Discount

For student membership, students must produce a valid NUS or student card in order to qualify. Student discount entitles the current students to 20% off selected activities at Chill Factor^e. Activities must be booked via our Contact Centre on 0161 749 2222 (lines are open 10am - 6pm 7 days a week).

Birthday Lift Pass

The free 2hr lift pass on your birthday and option to buy two extra lift passes at 30% off can only be redeemed in the Chill Factor^e member’s birthday month. Identification proving date of birth must be shown on arrival. The 30% discount for two extra people cannot be used in conjunction with any other offer or on top of the existing member discount.

Please note that replacement membership cards cost £5 each. Alternatively, you can be issued with a paper ticket free of charge.

On reopening following the COVID-19 closure, all memberships that were valid at the point of closure will be extended by the period that membership would have been affected by the closure.

Slope Policies

You must abide by the following Slope Code of Conduct carefully as it is important for everyone on the slope.

All recreational users must meet the following minimum standard for recreational slope use:

• Be able to control and link turns.
• Be able to control speed and direction.
• Be able to stop safely.
• Be comfortable with variable piste conditions.
• Be competent to use a drag lift.

Juniors aged 10 years or under are permitted to use the Main Slope without an instructor/parent/guardian, as long as the following rules are followed:

The Junior must:

• Wear a Helmet
• Control speed and direction.
• Be able to stop safely.
• Be comfortable with variable piste conditions.
• Be able to link their turns.
• Be able to use the button lift without assistance.
• A maximum of 2 hours are permitted per day.
• A parent/guardian must remain within the centre throughout the session.
• The Junior must have a valid ticket on their person.
• The Junior always remains the responsibility of the parent/guardian

Chill Factor^e reserves the right to ask you to leave the slope if you are deemed unable to meet the minimum standards. You are required to sign a disclaimer form stating that you can ski/snowboard to this standard. If you are deemed by the Slope Patrol not to be of the required standard, you will be asked to leave the slope and no refund or transfer will be given. Their decision is final.

If you cannot meet the minimum standard for untutored recreational slope use, you must have lessons (booked in advance), with a Chill Factor^e instructor, prior to using the slope. If in doubt, please enquire at the Guest Services desk.

If you have an existing medical condition which you think may affect your safety on the slope and/or your ability to meet the minimum standard, please seek proper medical advice before visiting Chill Factor^e.

In the absence of negligence or fraudulent misrepresentation, neither Chill Factor^e nor its employees or agents shall be responsible for the death, personal injury or illness of any guest whilst on Chill Factor^e premises.

When using the slope, please obey all signage.

Helmet Policy (head protection)

From 1st October 2021, helmets are compulsory on all activities. Guests may bring their own helmet or use a Chill Factor^e helmet at no extra charge.

Chill Factor^e may section off parts of the slope at any time for certain events or for essential maintenance works. No compensation/allowances will be made in these cases.

During certain periods Chill Factor^e will have photographers and videographers on the premises working in an official capacity. All films, photographs and sound recordings will be available for Chill Factor^e to use in connection with any projects.

Chill Factor^e will not accept any liability for damage caused to any equipment whilst using the freestyle features. Guests choosing to use the freestyle park will do so at their own risk. Helmets must be worn at all times whilst participating in this activity.

Jumps and rails will only be available for specific events, please check the website in advance to avoid disappointment.

Chill Factor^e reserves the right to change the slope policies from time to time. Please read and observe the policies displayed at Chill Factor^e before you go on the slopes as they may have changed since the last time you saw them.

Please note, on arrival at Chill Factor^e you will be asked to sign a Main Slope Declaration form to confirm you are at main slope standard. When using our fast pass machine you agree to the slope policies mentioned.

Slope Code of Conduct

1. Respect all other slope users.
2. Control your speed.
3. Always give way to skiers/riders below and choose a route past as to not endanger or alarm them.
4. Leave plenty of space when overtaking.
5. Look up and down the slope before starting or entering the slope.
6. Always stop in a clear and visible place or, preferably, at the side of the slope. When climbing up or down the slope, always keep to the side.
7. Respect all signage.
8. In the event of an accident everybody is duty bound to assist and witnesses must provide relevant information regarding any accident.
9. Chill Factor^e reserves the right to ask you to leave the slope if you are deemed, by a Chill Factor^e employee, not to be abiding by the Code of Conduct or meeting the minimum standard. In such cases, no refund or transfer will be given.

Special Offers

The following terms and conditions apply to all Chill Factor^e offers and promotions:

• All offers are subject to availability.
• Offers cannot be used in conjunction with any other offer or promotion.
• Standard Chill Factor^e terms and conditions also apply.
• No cash alternative offered.
• Chill Factor^e reserves the right to withdraw any offer at any time.
• Only one special offer per guest per visit.
• Timing restrictions may apply, please contact guests services for more information.

Privacy Policy

At Chill Factor^e (Trafford City Snow Centre Limited) we are dedicated to safeguarding and preserving your privacy when visiting our site or communicating electronically with us. Please view our Privacy Policy for further details.

Please note that we do not collect any additional data for NHS Test & Trace purposes. If requested, we will share relevant contact data with the NHS Test and Trace team. If you do not want your details to be shared, please email info@chillfactore.com informing us that you wish to opt out.

Registered Service Animals 

Whilst we love your furry friends, we ask you to leave them at home, as we are unable to allow them inside at Chill Factor^e. Registered service animals, such as guide dogs and hearing assistance dogs, or registered emotional support dogs, are always welcome but unfortunately, they won’t be able to accompany you on the slopes.