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 24 hours or more before your scheduled arrival.
- Within 24 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
When cancelling, you can choose one of the following options:
• A refund to your original method of payment. Card payments will be refunded to the original card used, and bookings paid using a gift voucher will be refunded to a gift voucher.
• A Cancellation Voucher, valid for 12 months from the date of issue.
Cancellation vouchers cannot be extended, exchanged for cash or refunded back to your original payment method.
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