Refund & Cancellation Policy

1 Overview

We sell tickets to live, dated experiences — ghost hunts, vigils and scarefests. Because each booking is for a specific date and time, this policy is built around cancellations and rescheduling rather than returns. There is nothing physical to send back: your tickets are issued as e-tickets by email.

This policy sits alongside our Terms & Conditions, and nothing here affects your statutory rights as a consumer under the Consumer Rights Act 2015.

2 Your legal right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers usually have 14 days to cancel a contract made online. However, this statutory right does not apply to contracts for leisure activities provided on a specific date or during a specific period. This includes our dated experiences and events.

This means that once you book an event for a specific date and time, the 14-day cooling-off period does not apply, and our goodwill cancellation and rescheduling policy in clause 3 applies instead.

The exception is an open-dated gift voucher that is not tied to a specific date: you may cancel it within 14 days of purchase for a full refund, provided it has not been redeemed (see clause 8).

3 Our cancellation & rescheduling policy

We understand plans change, so we offer the following goodwill policy. If you need to cancel or move your booking, please contact us as early as possible.

• [X days] or more before your booked start time — you are eligible for a full refund, or a free reschedule to another available date, subject to availability.
• Less than [X hours] before your booked start time — bookings are non-refundable and non-transferable, as the slot may have been held for you and away from other customers.
• Reschedules are subject to availability and can normally be made once; further changes may not be possible close to the event.

4 Late arrivals & no-shows

Please arrive on time — ideally at least [15] minutes before your start time for the safety briefing. Because later slots may be reserved for other customers, late arrivals may result in a shortened experience or the loss of the booking without a refund. Failing to attend (a “no-show”) is treated as a late cancellation and is non-refundable.

5 If we change or cancel your event

If we cancel or materially change your booking for any reason within our control, we will offer you a free reschedule or a full refund — your choice.

Occasionally events may be affected by circumstances outside our reasonable control (for example extreme weather, power failure, venue closure or government restrictions). Where this affects your booking, we will contact you as soon as we can and offer you a reschedule or a full refund.

6 How we process refunds

Approved refunds are made to your original payment method (for example the card or bank account used to book). We aim to process refunds within [14] days of approving them. Once we have issued a refund, it can take additional time for your bank or card provider to post it to your account.

Only the amount actually paid is refundable. Where a booking was made using a discount or Early Bird price, any refund is based on the price you paid.

7 Late or missing refunds

If you have been told your refund has been issued but you haven’t received it yet:

• First, check your bank account or card statement again.
• Then contact your card company — it can take some time before a refund is officially posted.
• Next contact your bank, as there is often processing time before a refund appears.
• If you have done all of this and still have not received your refund, please contact us at [contact@hauntedhalloweenescape.co.uk] and we will help.

8 Gift vouchers

Gift vouchers are valid for [12] months from the date of purchase unless stated otherwise, cannot be exchanged for cash, and are non-refundable once redeemed. An open-dated voucher that has not been redeemed may be cancelled within 14 days of purchase for a full refund (see clause 2). It is your responsibility to redeem a voucher before it expires.