Fair terms.
Clear process.
We understand that plans can change. This policy explains how cancellations and refunds are handled, including the time limits that apply and when approved refunds are normally received.
A straightforward approach when plans change.
We appreciate that circumstances can change after a booking or purchase has been made. Our cancellation and refund process is designed to keep the position clear for both customers and our team.
The cancellation period and any applicable refund depend on how much notice we receive before the scheduled service or agreed date.
The amount refunded depends on when you cancel.
The following time limits apply to cancellations made before the scheduled service date.
Cancellation 14 days or more in advance
You may request cancellation at least 14 days before the scheduled service date. Where the cancellation is accepted within this period, 100% of the amount paid for the cancelled service will be refunded.
Cancellation 7 to 13 days in advance
Where cancellation is requested between 7 and 13 days before the scheduled service date, 75% of the amount paid for the cancelled service will normally be refunded.
Cancellation 3 to 6 days in advance
Where cancellation is requested between 3 and 6 days before the scheduled service date, 50% of the amount paid for the cancelled service will normally be refunded.
Cancellation within 2 days
Cancellations made less than 3 days before the scheduled service date are normally non-refundable.
Notice is counted from the scheduled service date.
The cancellation period is calculated using the scheduled service date shown in your booking or confirmation. The date on which we receive your cancellation request is used when determining the applicable cancellation period.
Let us know as soon as your plans change.
If you need to cancel, please contact us using the contact details provided on our website. Please include your name, booking or order details where available, and the date of the scheduled service.
We will review the request and confirm the applicable cancellation outcome based on the timing of the request.
Once approved, refunds follow a simple process.
Request received
We receive your cancellation request and check the date and booking details.
Refund confirmed
We confirm whether a refund applies and the amount that will be returned.
Refund arranged
Once approved, the applicable refund is arranged using the original payment method where practical.
Funds received
Refunds normally reach the original payment account within 5–10 working days after the refund has been processed.
When will the money arrive?
Once a refund has been approved and processed, it will normally appear in the original payment account within 5–10 working days.
The exact timing can vary depending on the payment method, card issuer or financial institution. Delays caused by the receiving institution may therefore be outside our control.
If we need to make a change.
If circumstances mean that we need to change or cancel a scheduled service, we will contact the customer as soon as reasonably possible.
Where an agreed service cannot be provided and an alternative arrangement is not suitable, we will discuss the available options with the customer, which may include a refund where appropriate.
If you cannot attend.
If a customer does not attend a scheduled service without providing cancellation notice, the booking will normally be treated as a cancellation within 2 days and will therefore be non-refundable.
If an unexpected circumstance affects your ability to attend, please contact us as soon as possible so that we can review the situation.
Need to check a cancellation?
If you are unsure which cancellation period applies, please contact us before making a cancellation request.
We are happy to clarify the applicable terms based on your booking and scheduled service date.
Clear terms.
Straightforward refunds.
The earlier you let us know about a cancellation, the greater the refund available under these terms. Approved refunds are normally processed back to the original payment method and received within 5–10 working days.