FAQs and Policies

The Snowman Tour

Frequently Asked Questions

Will the performance take place in a COVID-safe environment?

We have ensured that all the venues we visit are Covid-secure, and we will implement appropriate procedures to ensure your safety at our performances. Please see our COVID Safety Policy for full information.


What if the performance is cancelled due to lockdown?

If a performance is cancelled, you will receive a full refund or, in some cases, be offered a voucher for future performances. Ticket holders should contact the venue or their ticket issuer direct for full details. Contact details for The Snowman Tour can be found here.


Is the performance suitable for small children?

Our performances are suitable for age 3+. Occasionally  children may become fractious during the performance, so we ask parents and carers to be considerate of others by temporarily leaving the audience area.


Babies In Arms policy

Babies 18 months and under are admitted for free if seated on a parent's lap throughout, although this may not apply to all venues, so please check before purchasing.


I need to ask about personal assistance and accessibility

We offer a personal assistance scheme which enables those coming to an event in need of assistance to claim a ticket for a personal assistant at no charge. Wheelchair spaces are available by request. Find out more...


Is The Snowman the only thing?

No, The Snowman is just the second half! In the first half there is a specially commissioned second animated film with live music.


Which orchestra is playing?

The Picture House Orchestra – comprising musicians hand-picked from top UK orchestras including the Hallé and BBC Philharmonic amongst others.


I have a question about my tickets. Who do I talk to?

This will be different for every venue. Ticket holders should contact the venue or their ticket issuer direct for full details. Contact details for The Snowman Tour can be found here.

Covid Safety Policy

Our main priority is the health and wellbeing of our audience members, musicians and staff. We’re following government guidance on working safely to ensure we’re COVID-secure.


As face coverings are now mandatory in venues, we respectfully request that customers wear face masks, unless exempt.


All of our staff and musicians are taking a lateral flow test on a daily basis. We encourage our audience members to do similarly before attending the performance.


For our Durham performances only, the Cathedral has decided that all audience members over the age of 18 must be prepared to show either their NHS COVID Pass as proof of vaccination, a negative PCR or lateral flow test taken up to 48 hours before the event, or a positive PCR test from within the last 6 months.  Please have this pass or evidence readily available when you approach the Cathedral.  Anybody over the age of 18 who doesn't have the evidence requested will not be permitted access to the Cathedral.


Hand sanitiser will be available at the venue.


We expect audience members to help our staff and stewards by following their guidance and doing their part to keep everyone safe, and to be kind to others throughout their visit.


As the Covid situation evolves, so will our approach to keeping you safe. We thank you for your patience and flexibility as we manage this.

Refund Policy

For many of our Snowman performances we offer a refund for any reason up to 30 days before the performance date. Thereafter, refunds will only be given in the event of the performance being cancelled.

Terms and Conditions

For your protection and the comfort of all customers, Carrot Productions Limited reserves the right to refuse admission in reasonable circumstances such as rowdy or violent behaviour.


For the consideration of other audience members, latecomers may be asked to wait for a suitable break in the performance before taking their seats.


No audio or visual recording equipment is allowed.


By purchasing a ticket, the ticket holder consents to being shown as members of the audience in official filming, photography and sound recording.


Mobile phones and other electronic devices are distracting to other audience members. Please ensure they are switched off.


All children must be accompanied by and remain under the care and control of a responsible adult at all times.