Terms & Conditions

Making a booking

By making a booking at Chill Factore 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 Factore 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.

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

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.

Check In

Please leave plenty of time for your journey to Chill Factore. 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 Factore 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 Factore 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 Factore accepts no responsibility for returning items to you, or for any items of lost property that remain unclaimed.

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 Factore. 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 Factore Membership, Chill Factore reserves the right to cancel membership and related bookings without refund.


Special Offers

The following terms and conditions apply to all Chill Factore offers and promotions:

  • All offers are subject to availability.
  • Offers cannot be used in conjunction with any other offer or promotion.
  • Standard Chill Factore terms and conditions also apply.
  • No cash alternative offered.
  • Chill Factore 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 Factore (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 Factore. 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.