Group Bookings Terms & Conditions

York’s Chocolate Story is a Continuum Attraction. Any person booking and/or visiting a Continuum Leading Attractions site/venue does so subject to the following conditions. ‘Package’ refers to any booking which incorporates additional element or elements to the entrance ticket, e.g. workshop, demonstration, or any catering.


To qualify for group discounts and benefits, a group must comprise 15 or more paying persons and must be pre-booked. Groups who reduce their numbers to fewer than 15 will be charged the main entrance admission rate applicable to the date of the visit and not receive any discounts or group benefits. Group discounts are not always available due to events and site restrictions.

All bookings remain provisional until a signed confirmation is received either via email or post to confirm the booking and full payment has been received. Companies who have pre-agreed invoiced facilities will be invoiced on the day of their visit. ALL provisional bookings will be released 14 days before the arrival time.*

All bookings whether provisional or confirmed are identified with a unique reference number which must be quoted in all subsequent correspondence.

To accommodate tours, groups may be split into smaller groups at the time of booking or on arrival. York’s Chocolate Story may let other people join your tour if your party does not take a full tour. The only way to ensure a private tour is to pay for all available spaces.

Translators – Any groups wishing to bring a translator will be required to book a private tour.

Clients with accessibility requirements must make the group reservations team aware at the time of booking due to health and safety restrictions.

York’s Chocolate Story reserves the right to alter or withdraw any package facility, exhibit, event, service, or price at any of our attractions without notice.


Full pre-payment must be made at least 14 days in advance of your visit by debit/credit card, cash, or BACS transfer. To process a debit/credit card payment, please call Reservations on 01904 527765. Please contact us if you have a query about making payment for your group. All payments must be made in pounds sterling (£). Failure to pay for your visit will result in your booking being released 14 days before your expected arrival time.*

If payment is made by bank transfer all bank charges are the responsibility of the customer.

Remittance advice should be sent to reservations to confirm all BACS transfers.

Your booking will not be confirmed until we have received the payment. Once full payment has been received your booking will be confirmed to you in writing and confirmation and receipt will be sent out.

Groups who have made arrangements to be invoiced do not need to pay in advance. These groups must pay any invoice within 30 days of the invoice date. Failure to do so may result in pre-payment being required on future visits.

Amendments & Cancellations

All number amendments must be made prior to final booking 14 days before the visit date. We can not confirm that amendments can be made after final payment, however all changes will be charged accordingly.

All attendees must be pre-advised or booked with the Reservations & Relationship Executive.  Additional group members/teaching staff/adult supervisors who visit without having pre-booked  will need to pay the full adult admission price to gain entry. There is also  no guarantee of availability can be given if additional numbers arrive on the day.

Cancellations must be made at least 14 days in advance of your arrival time. All cancellations made within 14 days of the booked visit date will not receive a refund. Cancellation fees are 100% of the booking. To cancel your booking please call 01904 527765. York’s Chocolate Story retains absolute discretion as to whether late cancellations will be charged.*

Cancellations for bookings are charged as follows:

  • 30 days – no charge
  • 21 days before visit – 50% of number booked
  • 14 days before visit – 100% of number booked

No-show fees are 100% of the booking. York’s Chocolate Story retains absolute discretion as to whether No-show fees will be charged.

Refunds – York’s Chocolate Story retains absolute discretion as to whether refunds will be given.

Continuum Leading Attractions are only liable for refunding the cost of tickets at their purchased value if the attraction is closed at your designated visit time.

On the day of the visit

We ask all groups to arrive at least 10 minutes before their scheduled tour time. Details of which can be found in your itinerary. We reserve the right to refuse entry to any group arriving after their scheduled tour time and we retain absolute discretion as to whether late-arriving groups/people will be charged for their tour. Standard fees for late arrival will be 100% of the booking fee.

We ask that all children and students tour the attraction in small manageable groups as per your itinerary and that they are supervised at all times during their visit.

For safety and security, all guests and their belongings may be searched before entry.

Notification of a group’s late arrival must be advised to the site. Contact telephone details are located on your confirmation.

Groups arriving with fewer people than originally booked will be charged for all pre-ordered tickets.

Refusal of Entry

We reserve the right to refuse entry on to a tour or remove any person who:

  • Arrives late for their tour.
  • Is suspected to be under the influence of drugs or alcohol.
  • Does not respect the historical nature of the attraction.
  • Behaves in a manner that is disruptive to the enjoyment of other visitors.
  • Behaves in a manner that compromises the safety of other visitors or staff.
  • Uses verbal or physical threats or insults towards any member of staff.
  • Causes damage or physical disruption to any part of the attraction.

* Bookings with external service providers may need payment 28 days in advance of your visit, and bookings will be released at this time if payment has not been made. Charges may also be incurred. You will be informed about the terms and conditions of these bookings at the time of your inquiry.

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Continuum Attractions is committed to achieving the highest standards of Health & Safety to all its visitors and employees. We are proud of the processes, systems and procedures we have in place across our business. Health & Safety is much a part of our company culture as our dedication to delivering unique experiences in memorable locations.