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FAQs / Help

How do I use my DigiTickets?

You will be emailed an order confirmation that will include your unique Booking Reference Number and a barcode that also contains this number. On arrival at the visitor centre make yourself known to the staff at the reception desk and they will advise you of where to meet your guide. At the start of your tour the Kelpie Guide will ask to see your ticket. This can be as a printout, on your device or a note of the reference number.

Do you issue refunds?

No, we regret we are unable to issue refunds online. If you are unable to make your tour slot please call us on 01324 590600 and we will be happy to transfer your ticket to a different slot.

Is there wheelchair access?

Yes. The Kelpie tour is fully accessible and wheelchairs may be borrowed from the visitor centre (subject to availability)

Can I purchase a ticket in-store or on the day?

Yes, subject to availability. 

How can I get in contact with you?

You can reach us:

                In person at the Visitor Centre.

                Over the phone at 01324 590600

                By emailing kelpiestickets@thehelix.co.uk

Are dogs allowed on the tour?

No. Assistance dogs only.

Where do I go when I arrive for my tour?

We recommend you aim to arrive at least 10 minutes before your tour. On arrival please report to the reception desk in the Visitor Centre. The tour will commence from the Visitor centre and your guide will walk with you to the Kelpie.

What if I am late for my tour?

If you are late our staff will be happy to book you into a later slot that suits you. We do not offer refunds for late or missed tour slots.