Can I change my booking date or get a refund?
Whether you can change your date or get a refund depends on whether you purchased Flex Booking at the time of your initial reservation.
Reservations WITH Flex Booking
- You are entitled to a full refund or a date change if you notify the venue 48 hours or more before your scheduled arrival.
- Within 48 hours of your visit, you may still change your date or have the price of your visit transferred to a Gift Voucher.
- If a date change results in a higher package price, the difference is payable; if the price is lower, the balance will be issued as an in-house voucher for use during your visit.
This option only covers treatments that are part of an experience package; individual treatments not in a package remain non-refundable.
The fee for the Flex Booking option itself is non-refundable.
Reservations WITHOUT Flexible Booking
- All standard bookings made without the flexible option are non-refundable at any time.
- The date of the reservation cannot be amended, and the number of guests in the booking cannot be decreased.
Reservations become non-transferable if notification of an amendment is received within one month of arrival.
Specific Booking and Voucher Rules
- Afternoon Tea: These experiences are entirely non-refundable.
- Gift Vouchers: Vouchers purchased online can be refunded within 14 days of purchase without penalty, excluding any postage and packing charges. Otherwise, gift cards are generally non-refundable and cannot be extended.
- Third-Party Bookings: The venue is unable to amend, cancel, or refund reservations made through third parties; you must contact the original booking provider directly.
- Non-arrivals: All non-arrivals are charged in full, and any gift vouchers used for the reservation will be forfeited.
- Salon Appointments: No-shows incur a 100% charge, and cancellations within 24 hours incur a 50% charge. Hair colour deposits (£30) are lost if the appointment is cancelled or moved with less than 48 hours' notice.
- Venue Cancellation: If the venue must cancel your reservation due to exceptional circumstances or Government advice, a full refund will be made regardless of the date