Policy
Cancellation and refunds
What happens if your plans change.
Cancelling more than 72 hours before your slot
Your advance comes back in full. Cancel from the booking in My bookings and we'll show you the exact amount before you confirm anything.
Cancelling inside 72 hours
A reduced refund applies, and the exact figure is shown to you before you confirm — never afterwards. The tiers are set per branch and the terms that applied when you booked are the terms we honour, even if we change them later.
Not turning up
If nobody arrives for a booked slot, no refund applies. The room was held and staffed for you.
If we cancel
If we have to cancel for any reason — maintenance, a power failure, anything — you get everything you paid back in full, whatever the timing, and we will call you rather than let you find out on the day.
Moving a booking instead
We would usually rather move you than lose you. Call the branch and, if there's space, we'll move your booking to another slot without cancelling it.
How refunds reach you
Refunds go back the way the money came. Where an advance was collected at the venue, the branch will arrange the return directly with you.
Questions about any of this? Call the branch you booked with — they can answer directly.
