Refund Policy
Oh dear, it seems that you wish to read about getting a refund! We appreciate that things happen; sometimes, this is out of our control. We will be happy to assist in refunding bookings if modifications cannot be done. Please find below details of when and what we can do for you.
Refund Policy - Non Group
We appreciate that we don't always get to pick when issues or changes to plans occur. To be as fair as possible, we have outlined the rules depending on the notice below. We base this on the notice period as it allows us the potential to amend bookings and resell any slots. The shorter the notice period, the harder it is for us to take action.
Notification 48 Hours +
Customers who notify us of a cancellation request 48 hours + away from their booked time and date are welcome to a full refund. This request must be written via email or letter to ensure there is a recorded trail in the event of issues. This helps protect both sides from any mistake. We are only human; this happens. You can phone regarding this cancellation, but a follow-up email must be actioned. This is to ensure confirmation of the request.
Notification 48 - 24 Hours
Customers who notify us of a cancellation request between 48 – 24 hours from their booked time and date are welcome to a partial 50% refund. However, a full refund is allowed if booked on the same day as a cancellation request. (Mistakes happen) This request must be written via email or letter. We are only human; this happens. You can phone regarding this cancellation, but a follow-up email must be actioned. This is to ensure confirmation of the request.
Notification under 24 Hours
Customers who notify us of a cancellation request under 24 hours from their booked time and date are not permitted a refund of any kind. However, a full refund is allowed if booked on the same day as a cancellation request. (Mistakes happen) This request must be written via email or letter. We are only human; this happens. You can phone regarding this cancellation, but a follow-up email must be actioned. This is to ensure confirmation of the request.
Refund Policy - Group Bookings
We appreciate that we don't always get to pick when issues or changes to plans occur. To be as fair as possible, we have outlined the rules depending on the notice below. We base this on the notice period as it allows us the potential to amend bookings and resell any slots. The shorter the notice period, the harder it is for us to take action. Please be aware that we have stricter rules for groups due to the additional time and preparation required around groups. This ensures that we provide the best possible time to your group and other potential guests.
Notification Over 7 Days
Groups who notify us of a cancellation request over 7 Days + away from their booked time and date are welcome to a full refund. This request must be written via email or letter. We are only human; this happens. You can phone regarding this cancellation, but a follow-up email must be actioned. This is to ensure confirmation of the request.
Notification 6 - 2 Days Before
Groups who notify us of a cancellation request between 6-2 Days from their group booking date are welcome to a partial 50% refund. However, a full refund is allowed if booked on the same day as a cancellation request. (Mistakes happen) This request must be written via email or letter. You can phone regarding this cancellation, but a follow-up email must be actioned. This is to ensure confirmation of the request.
Notification under 24 Hours
Groups who notify us of a cancellation request under 24 hours from their booked time and date are not permitted a refund of any kind. However, a full refund is allowed if booked on the same day as a cancellation request. (Mistakes happen) This request must be written via email or letter. You can phone regarding this cancellation, but a follow-up email must be actioned. This is to ensure confirmation of the request.
Important mention
We will take responsibility for issues and delays that we are in control of. In the event of a delay, such as transportation issues, Traffic Delays, weather conditions or acts of god, etc, we will try our best to accommodate by special review of each incident, but this may lead to no refund. We always advise leaving plenty of time for travel.