The cancellation policy for Hoar Cross Hall and Eden Hall is primarily determined by whether the Flexible Booking option was purchased at the time of reservation.

Standard Reservations (Without Flex Booking)
• Non-Refundable: All bookings made without the flexible booking option are non-refundable at any time.
• Non-Arrivals and Early Departures: All non-arrivals are charged in full, and no refunds are processed for guests who depart early.

Reservations With Flex Booking
• Full Refund: If the Flex option is added (only possible at the time of initial reservation), guests are entitled to a full refund if they cancel 48 hours or more before their scheduled arrival.
• Within 48 Hours: If a guest cancels within 48 hours of their visit, they are offered a date change or the option to transfer the visit's price to a Gift Voucher.
• This protection only covers treatments that are part of a package or experience; individually booked treatments remain non-refundable.

The specific cost of the Flexible Booking option itself is non-refundable under any circumstances.

Gift Voucher and E-Voucher Policy
Vouchers and Gift Cards purchased online only can be refunded within 14 days of purchase without penalty.
• Any charges for postage and packing associated with a voucher are non-refundable.
• Once a card has passed its expiry date (12 months from purchase), it cannot be extended and has no value.

Special Categories and Exceptions
• Afternoon Tea: These bookings are strictly non-refundable.
• Third-Party Bookings: We cannot cancel or refund reservations made via third parties; guests must contact the original booking site.
• Black Friday Flex: If purchased, date changes are permitted until 31 March 2026; after this, the experience is invalid, but the balance can be moved to a Gift Voucher if you contact us before 31st March 2026. 
• Company Cancellations: If the property must cancel a reservation due to exceptional circumstances or government licensing restrictions, a full refund will be provided regardless of the date.
• Large Groups: Alternative terms and conditions apply to large group reservations, which are managed by a dedicated team at 01608 787986.