Refund Policy

Your booking terms come first

Read the conditions supplied with your quotation, invoice, order or booking before paying. The scope of the purchase, any cancellation arrangements and any lawful restrictions on refunds should be made clear at that point.

Refund eligibility depends on the purchase, the terms agreed when it was made, what has been supplied and applicable law. This policy does not introduce a blanket non-refundable rule, a new cancellation fee or a retrospective change to an existing agreement. Your statutory rights are unaffected.

Duplicate or incorrect payments

If you believe you paid twice, were charged an incorrect amount or paid against the wrong reference, email us with the transaction details. We will check the payment records and arrange reimbursement of any confirmed duplicate payment or overcharge.

If a transaction is still pending, your bank or payment provider may need to confirm whether it has completed or will be released. Do not send your full card number, card security code, account password or online-banking credentials.

If you need to cancel

Contact us as soon as you know you cannot proceed. We will assess the request against your agreed booking conditions, any work or goods already supplied and your legal cancellation rights. Any proposed deduction must have a lawful contractual basis and will be explained; it is not automatically applied simply because a request has been made.

Consumer cancellation rights can differ from business-to-business arrangements and can depend on the country, purchase and circumstances. Where the law gives you a cancellation period, refund or other remedy, we will honour it. Any exception affecting a particular purchase must be lawful and explained before that purchase.

Cancellation or changes by the organiser

If we cancel an event or cannot provide an agreed service, we will explain the available arrangements, including any refund due under your contract or applicable law. A revised date, replacement service or credit will not be treated as accepted simply because it has been offered.

If an event is postponed or materially changed, contact us to discuss how that affects your booking. Where you are entitled to a monetary refund, you are not required to accept credit instead. Separate services already delivered will be considered according to the agreement and applicable law.

Problems with goods or services

Please tell us if a paid service was not provided as agreed, or if goods supplied by us are faulty, damaged or incorrect. Describe the problem and include relevant supporting information. We will consider the appropriate remedy, which may include correction, replacement, repeat performance, a price reduction or a refund, as required by the contract and applicable law.

This policy does not limit rights relating to goods or services that are faulty, misdescribed or not supplied as agreed. A purchase being personalised, event-related or partly completed does not automatically remove those rights.

How to request a refund

Email [email protected] with the subject “Refund request” and include:

• The purchaser's name and the contact email used for the booking.
• The programme, booking or service concerned.
• Your invoice, receipt, booking or transaction reference.
• The payment date, amount and currency.
• The reason for the request and any relevant supporting information.

Contact us promptly and within any applicable cancellation or claim period. Providing a booking reference helps us locate the payment, but it does not replace or restrict your legal rights. See our Privacy Policy for information about handling personal details.

Refund decisions and payment processing

Refund requests are subject to manual review and approval by our team. We will confirm the outcome and explain any amount approved or declined. Approved refunds will be processed through the original payment method within 7 working days after approval, unless another lawful arrangement is agreed. Any applicable statutory refund deadline takes precedence; manual review does not extend that deadline.

The time for a refund to appear can depend on the bank or payment provider. Any currency-conversion difference may also depend on that provider's rates. We will not use processing arrangements to reduce a refund amount that you are legally entitled to receive.

Third-party purchases and further help

Travel, accommodation and other purchases made under a separate contract with another provider are governed by that provider's terms and applicable law. If you are unsure who took your payment, send us the booking reference so we can help identify the appropriate contact.

For questions or a review of a refund decision, contact [email protected] or visit our contact page. Our Terms and Conditions explain the wider use of this website. Future updates to this policy do not retrospectively change the conditions of an existing purchase.