Question 1

Where will it be held?

Accepted Answer

Illuminate will be held at Upton Country Park, Poole.

Question 2

Do we have to book tickets, or can we pay on the day?

Accepted Answer

Tickets must be purchased in advance. You cannot purchase tickets on the gate.

Question 3

Where can we buy tickets from?

Accepted Answer

Please click here to be re-directed to our ticketing outlet.

Question 4

How/when will I receive my tickets?

Accepted Answer

Once you have completed your purchase, tickets will be emailed to you within 5 minutes of order confirmation. If you've booked for multiple people, FIXR allows you to 'transfer' tickets to others for free.  If your tickets have not arrived after 48 hours, please feel free to email team@fixr.co to re-send confirmation.

Question 5

Can i change the date or time of my ticket?

Accepted Answer

Those who have purchased the 'Flexi Ticket' option on check out  are given the ability to change their bookings. If you have not chosen this option, bookings cannot be changed.For terms and conditions of our Flexi Ticket scheme, please click here We cannot process date or time changes within 7 days of your booking if you have purchased Flexi Tickets.

Question 6

Are walk-in tickets available?

Accepted Answer

No - all tickets must be pre-purchased. We’re unable to facilitate on-the-door ticket sales.

Question 7

What is a Flexi Ticket and how does it work?

Accepted Answer

We’re pleased to offer Flexi Tickets - a simple way to change your booking, because we know plans can sometimes change! Flexi Tickets allow you to reschedule your entire booking up to 7 days before your original visit date.Please note: You will not be able to alter your booking if you have not purchased a Flexi Ticket.How far in advance do I need to request a change? Flexi Ticket holders can change their booking up to 7 days before their original visit date.Your new date must be at least 7 days from the day you submit your request.
(Our customer service team operates Monday–Friday, 9am–5pm.)Requests made within 7 days of your original visit cannot be accepted.How do I know if my preferred new date is available? It is the ticket holder’s responsibility to check availability before submitting a request. If you request a fully booked session, your request will be declined and you will need to submit a new request.Does the Flexi-Ticket apply to my whole order?Yes. One Flexi Ticket covers one full booking, provided the lead name matches the entrance ticket holder’s name.Can I book a Flexi-Ticket after I've already booked?Yes - if you didn’t purchase a Flexi Ticket originally, you can add one up to 10 days before your original booking date. After this point, Flexi Tickets can no longer be added to an existing order.What happens after I submit a Flexi-Ticket request?Once you’ve submitted a Flexi Ticket request, your booking will be automatically processed, and new tickets will be issued for your chosen date (subject to availability). This can take up to 5 working days.If your booking does not have a Flexi Ticket associated with it, your request will be declined, and you will receive communication advising you to purchase a Flexi Ticket (if you are still within the eligible timeframe).Your old tickets will be voided once approved, and your new tickets will be sent directly to your email via FIXR.How do I re-schedule my booking if I have a Flexi-Ticket?If you have a Flexi Ticket, you can reschedule your booking by visiting our dedicated webpage found at the bottom of this page - Click here

Question 8

Is there discount available for large group bookings?

Accepted Answer

Sadly we do not offer any discounts for large bookings. Please refer to our booking platform to make all ticket purchases.

Question 9

How long is the experience?

Accepted Answer

With a number of factors effecting the speed of your visit, we'd anticipate the trail taking around 60 minutes to complete with an additional 15-20 minutes dwell time within our Christmas Village at the end of the trial.

Question 10

Do you offer PR or Media Tickets?

Accepted Answer

Yes, Illuminate is offering a Media Admission Program for 2026. Please email jai@tjrgroup.uk

Question 11

Do you offer PA (Personal Assistance) / Essential Companion tickets?

Accepted Answer

This year, we’ve changed the process and teamed up with Nimbus Disability to make the application process for Essential Companion tickets as simple and accessible as possible.To apply, please visit our Nimbus application page

Question 12

What is Paypal Pay-In-3

Accepted Answer

We have teamed up with Paypal for our guests to spread the payment of tickets across 3 months. This service is provided by Paypal, and any issues you may have with payments would need to be communicated through Paypal.

Question 13

What days are you open?

Accepted Answer

We are open from Friday 20th November all the way through to 3rd January. Please note that we'll be closed Monday 23rd November, Tuesday 24th november, Christmas Day & Boxing day.

Question 14

Is the trail covered and lit?

Accepted Answer

The trail is located outside. We have tree cover for sections of the trail along with ground lighting to ensure you can see where you're going! Please dress appropriately and take note of the weather forecast before coming. We highly recommend welly boots.

Question 15

Will food & drink be available?

Accepted Answer

We will have a selection of hot and cold drinks available at the start of the trail along with marshmallow toasting. At the end of the trail, we will have an expansive food court offering a range of delicious meals. The end station will also feature a large tent with benches in for you to enjoy your meals while seated. Marshmallow toasting will also be available at the end station.

Question 16

Do you allow dogs on site?

Accepted Answer

Yes - we’ll be running dog-friendly days on our quieter event dates. Dogs are welcome:Every Monday, Tuesday & Wednesday up until Thursday 10th December.We kindly ask that all dogs are kept on a lead at all times while visiting.

Question 17

Is there parking available nearby?

Accepted Answer

Yes, we have parking for all guests on site. We ask that you claim a car parking ticket upon check out.

Question 18

Can I take photos?

Accepted Answer

Photos on Iphones or small camera's are allowed. Large DSLR camera's will not be permitted into the event. Drone's are not permitted at the event.

Question 19

If we miss our time slot, what happens?

Accepted Answer

We will try and be as accommodating as possible to move you into a later slot however, this is dependent on availability.

Question 20

Will rain stop the event going ahead?

Accepted Answer

The event will go ahead if it rains. Please bring wet weather clothing if its raining.

Question 21

Whats your refund policy?

Accepted Answer

Once tickets have been purchased, we cannot offer an exchange or refund. Please also note that if the site has to be closed for safety reasons, alternative dates will be offered to those effected. If you cannot make an alternative date offered, refunds will be considered on a case by case basis.

Refunds will not be issued because of bad weather.

Question 22

I purchased TicketPlan insurance - how do I make a claim?

Accepted Answer

If you purchased TicketPlan insurance, please be aware that this is a third-party insurance service operated through FIXR on a national scale. We do not directly handle any TicketPlan claims, cancellations, or refunds.

All claims must be made directly through TicketPlan, following their official guidelines (this is only available if you purchased TicketPlan protection).

For full details on how to submit a TicketPlan claim, please visit the FIXR help article here: https://help.fixr.co/en/articles/7182899-i-purchased-ticketplan-can-i-have-a-refund

Think of TicketPlan like travel insurance you buy through an airline. You decide to purchase it at the same time as your ticket, but the airline doesn’t handle your insurance claim - the insurance company does. It works exactly the same here: you buy TicketPlan through FIXR, but any refund requests or claims must go directly through TicketPlan.

Question 23

Will strobe lighting be used?

Accepted Answer

Flicker, laser, strobe lights and other lighting effects may be used on the installations.

Question 24

Is Illuminate Poole wheelchair friendly?

Accepted Answer

Illuminate at Upton Country Park will be step free however, we have sections of the site that are likely to become muddy causing issue's with traction for mobility scooters. The trail is on a mixture of grass, track and off road surfaces (limited tarmac), it is also almost 1miles in length so please take all of this into consideration when booking. Fold-up wheelchairs are not recommended due to the terrain, as some areas of the site may be inaccessible because of unstable ground conditions.

Question 25

Do child ticket holders require an adult to accompany them?

Accepted Answer

Yes, those that are in possession of a child ticket will require an adult over the age of 18 to accompany them into Illuminate.

Question 26

Can i bring a pushchair?

Accepted Answer

Yes, pushchairs are absolutely fine. Please bring appropriate buggies that are use to off-road terrain.

Question 27

Are there Food and Drink options available?

Accepted Answer

Yes! At the end of the trail you'll find our Alpine Village, featuring a variety of food and drink stalls offering hot, cold, sweet, and festive options. We recommend enjoying food after your trail experience.

You’ll also find marshmallow toasting and hot chocolate stands located midway through the trail.

All our food and drink traders are independent businesses, so prices are set by them. We always encourage visitors to support our independents where possible.

Question 28

Is there disabled parking?

Accepted Answer

Yes - at Upton Country Park there is disabled parking available on a first-come, first-served basis.

Question 29

What days have off-peak pricing?

Accepted Answer

We have a selection of dates that offer Off-Peak Pricing.These include:Wednesday 25th NovemberThursday 26th NovemberMonday 30th NovemberTuesday 1st DecemberWednesday 2nd DecemberThursday 3rd DecemberMonday 7th DecemberTuesday 8th DecemberWednesday 9th DecemberFriday 1st JanuarySaturday 2nd JanuarySunday 3rd JanuaryAll other dates are peak pricing.

Question 30

What is the role of an Essential Companion?

Accepted Answer

An Essential Companion provides care and support to a guest who would be unable to attend an event without the help and support of another person.

By accepting the complimentary ticket, an Essential Companion accepts responsibility for providing the support needed by the customer to attend an event. This includes being able to provide them with additional assistance during the course of an emergency evacuation.

The staff at the event are unable to provide assistance in excess of their typical role and general reasonable adjustments so it’s important that, if a customer needs assistance while at the event, their Essential Companion is ready, able and willing to support with this.

Question 31

Can I apply for an essential companion ticket without registering my access needs with NIMBUS?

Accepted Answer

No. All Essential Companion ticket applications must go through Nimbus Disability to ensure a consistent and secure process for all guests.

Question 32

What is a NIMBUS Registration ID?

Accepted Answer

Your Nimbus Registration ID is the unique number linked to your Access Card or Illuminate Digital Access Pass.

Once your application with Nimbus has been approved, you’ll receive this ID, which you will need to enter when completing Illuminate Essential Companion application form.

Question 33

What do the symbols on the NIMBUS Access Card mean?

Accepted Answer

Each Nimbus Access Card or Illuminate Digital Access Pass includes symbols that identify the specific barriers a guest faces and the reasonable adjustments they may require. These symbols help our team understand access requirements quickly and ensure the right support is provided without needing to resubmit documentation. You can find full symbol descriptions on the Nimbus Disability website.

Question 34

Do I need to apply for a new Nimbus Access Card or Illuminate Poole Access Pass for each Illuminate Poole Event?

Accepted Answer

No. Once you have been approved for your Access Card or Illuminate Digital Access Pass, you can use it to apply for Essential Companion tickets at any Illuminate Poole event, as long as it remains valid.However, you will need to fill out the Essential Companion Application Form on our website for each event you are attending.

Question 35

Can my companion and my child under 18 both attend with me?

Accepted Answer

No. Essential Companion tickets are issued strictly on a 1:1 basis and are intended solely for granting someone entry to provide care and support to a guest who would be unable to attend without the help and support of another person, and provide assistance in the event of an emergency.

A child cannot attend with either the disabled guest or their Essential Companion and therefore children under 18 must be accompanied by a full-paying adult who can take responsibility for their supervision. This is because the Essential Companion’s role is to provide care and assistance to the disabled guest.

Question 36

Can a parent be their child's Essential Companion?

Accepted Answer

Essential Companion tickets can only be issued alongside a paid ticket. As under 2s attend for free and 3-18 year old tickets at Illuminate Guildford are £9.95, these ticket types do not qualify for an Essential Companion ticket.

However, if your child’s Nimbus Access Card or Illuminate Oxfordshire Digital Access Pass displays a +2 symbol, please proceed directly to Step Two and complete the application form

Question 37

What happens if my Essential Companion application isn't approved?

Accepted Answer

If you prefer not to attend without an Essential Companion ticket, we can arrange a refund for your booking.