Illuminate will be held at Guildford Castle. Castle St, Guildford, GU1 3SX

We highly recommend purchasing tickets in advance. We're expecting the majority of sessions to sell out in advance.

Please click here (https://fixr.co/event/illuminate-guildford-castle-tickets-135292405?)to be re-directed to our ticketing outlet.

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 (mailto:team@fixr.co)to re-send confirmation.

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

No - all tickets must be pre-purchased. We’re unable to facilitate on-the-door ticket sales. Please secure your preferred date and time here: https://www.illuminateguildford.co.uk/(https://www.illuminateguildford.co.uk/)

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: www.illuminateguildford.co.uk/bookingreschedule(www.illuminateguildford.co.uk/bookingreschedule)

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

With a number of factors effecting the speed of your visit, we'd anticipate the trail taking around 40 minutes to complete.

Yes, Illuminate is offering a Media Admission Program for 2025. Please click here (http://www.illuminateguildford.co.uk/prticketrequest)for information.

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.

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 will have a selection of hot and cold drinks available at the start of the trail along with marshmallow toasting during your walk.

Sorry, we only allow assistance dogs on site.

There is no carpark at the site. trail takes place at Guildford Castle, located in the town centre, so please use the public car parks located around Guildford town centre and walk to the entrance. Several town centre car parks are typically 3-10 minutes’ walk from the castle grounds.

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.

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

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

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. Refunds will not be issued because of bad weather.

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(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.

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

The Illuminate Guildford trail is step free. However, due to the nature of Guildford Castle grounds and the surrounding landscape, some sections of the route may be steep. The trail runs across a mixture of path, track, and off-road surfaces, with limited tarmac sections. Visitors with wheelchairs or pushchairs should be aware that some areas may be uneven or sloped.

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

Yes, pushchairs are absolutely fine.

The closest dedicated disabled parking for Guildford Castle (https://www.guildford.gov.uk/article/25595/Visiting-Guildford-Castle)is in the 350-space Castle Multi-Storey Car Park (Sydenham Road, GU1 3RW), featuring 10 disabled bays on levels 3, 4, 5, and 6. Blue Badge holders park free in Guildford Borough Council (https://www.guildford.gov.uk/bluebadgeparking)car parks.

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.

Illuminate Guildford is now working with Nimbus Disability to manage the application process for Essential Companion tickets, to ensure the best possible experience for our guests. This change allows us to: • Streamline how guests register their access requirements • Protect personal information by using a verified, secure third-party • Ensure the right support and facilities are offered to the right guests • Deliver a more consistent and inclusive experience across all Illuminate events

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

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.

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.(https://www.accesscard.online/how-it-works/)

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 Guildford event, as long as it remains valid. However, you will need to fill out the Essential Companion Application Form (https://www.goodwood.com/help/essential-companion/application-form/)on our website for each event you are attending.

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.

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 Guildford Digital Access Pass displays a +2 symbol, please proceed directly to Step Two and complete the application form.

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