Question 1

Where will it be held?

Accepted Answer

Illuminate will be held at Forbury Gardens Park, 26 The Forbury, Reading RG1 3EJ

Question 2

Where is the Entrance to Illuminate?

Accepted Answer

The entrance to Illuminate can be found here - Click here for the exact location.(https://w3w.co/prime.bucket.grace)

The Exit of the trail is located on Chesnut Walk at the Abbey Ruins Gate. You will not be able to enter the trail here.

Question 3

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

Accepted Answer

We highly recommend purchasing tickets in advance. We're expecting the majority of sessions to sell out in advance. We will have the option to purchase tickets on the day, if available, at an increased price of £12.50 per child & £17.50 per adult.

Question 4

Where can we buy tickets from?

Accepted Answer

Please click here (www.illuminatereading.co.uk/tickets)to be re-directed to our ticketing outlet.

Question 5

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 6

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   (www.illuminatereading.co.uk/flexi-booking-terms-and-conditions)

We cannot process date or time changes within 7 days of your booking if you have purchased Flexi Tickets.

Question 7

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 8

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 30-50 minutes to complete.

Question 9

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 10

What days are you open?

Accepted Answer

We are open from Saturday 15th November all the way through to Sunday 4th January. Please note that we'll be closed for Christmas Day, Boxing Day, New Years Eve & New Years Day.

Question 11

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.

Question 12

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 & sweet treats such as Waffles and a large selection of savoury food available.

Question 13

Do you allow dogs on site?

Accepted Answer

Sadly, we do not allow dogs on-site. We only allow assistance dogs.

Question 14

Is there parking available nearby?

Accepted Answer

Yes, parking is available in local car parks located around Reading town centre.

Question 15

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 16

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 17

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 18

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 19

Will strobe lighting be used?

Accepted Answer

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

Question 20

Is Illuminate Reading wheelchair friendly?

Accepted Answer

Yes, Illuminate Reading is wheelchair friendly.

Question 21

Do you offer complimentary carer tickets?

Accepted Answer

Yes we do. Please use the following link to submit your request - https://www.illuminatereading.co.uk/personal-assistance-ticket-scheme  (https://www.illuminatereading.co.uk/personal-assistance-ticket-scheme)

Supporting evidence to show a carer is required will be needed in order to claim your free carer ticket under our personal assistance ticket scheme terms and conditions. Evidence includes Credibility’s Access Card with +1 symbol along with other supporting documentation.

Please note that it can take up to 10 working days for a carer ticket to be issued. Please feel free to book in the mean time while we come back to you with your carer ticket.

Question 22

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 23

Can i bring a pushchair?

Accepted Answer

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

Question 24

Where is the exit to Illuminate?

Accepted Answer

The Exit of the trail is located on Chesnut Walk at the Abbey Ruins Gate. You will not be able to enter the trail here.