Refund Policy

Effective Date: January 1, 2025

At Heathdale.site (Company Registration Number: 57715999), we strive to provide exceptional cultural and intellectual events for our community. We understand that circumstances may arise requiring you to cancel your booking. This Refund Policy explains the terms and conditions under which refunds are provided.

1. General Refund Principles

We are committed to fair and transparent refund practices. This policy applies to all event bookings, multi-event passes, and monthly unlimited passes purchased through Heathdale.site.

2. Individual Event Cancellations by Customers

2.1 Full Refund (More Than 48 Hours Notice)

If you cancel your booking more than 48 hours (2 full days) before the scheduled event start time, you are entitled to:

• A full refund of the event fee, OR
• Credit toward another event of equal or lesser value

Refunds will be processed to the original payment method within 5-10 business days.

2.2 Partial Refund (24-48 Hours Notice)

If you cancel your booking between 24 and 48 hours before the scheduled event start time, you are entitled to:

• A 50% refund of the event fee, OR
• Full credit toward another event within the next 3 months

2.3 No Refund (Less Than 24 Hours Notice)

If you cancel your booking less than 24 hours before the scheduled event start time, or if you fail to attend (no-show):

• No refund will be provided
• Credit toward future events may be offered at our discretion

2.4 Exception for Emergencies

We understand that genuine emergencies occur. In cases of serious illness, family emergency, or other extenuating circumstances, please contact us as soon as possible. We will consider requests for refunds or credits on a case-by-case basis and may require documentation.

3. Multi-Event Passes (5-Event Pass - £50)

3.1 Validity and Terms

The 5-event pass is:

• Valid for any combination of events
• Valid for 3 months from date of purchase
• Non-transferable to other individuals

3.2 Refund Terms

Unused Passes: If you have not used any events from your 5-event pass, you may receive:

• Full refund if requested within 14 days of purchase
• Partial refund (80% of purchase price) if requested between 14-30 days of purchase
• No refund if requested more than 30 days after purchase

Partially Used Passes: If you have used some events from your pass:

• Refund will be calculated as: (Pass Price) minus (Number of Events Attended × Individual Event Price)
• If the calculation results in a negative balance, no refund is provided
• Refund requests must be made before pass expiration

4. Monthly Unlimited Passes (£75)

4.1 Validity and Terms

The monthly unlimited pass provides:

• Unlimited access to all regular events during the calendar month
• Subject to individual event availability
• Non-transferable to other individuals

4.2 Refund Terms

Before Month Begins:

• Full refund if cancelled before the first day of the pass validity period

During Month:

• Pro-rated refund available within first 7 days of the month if no events have been attended
• No refund available after 7 days or if any events have been attended

Exception: If you become unable to attend events due to extended illness or relocation, please contact us. We may offer credit toward a future month at our discretion.

5. Event Cancellations by Heathdale.site

5.1 Our Cancellations

If we cancel an event, you will receive:

• Option 1: Full refund of the event fee
• Option 2: Credit toward any other event (no expiration)
• Option 3: Priority booking for the rescheduled event (if applicable)

We will notify you of cancellations as soon as possible via email and/or phone.

5.2 Significant Event Changes

If we make significant changes to an event (date, time, location, or content), you may:

• Accept the modified event, OR
• Receive a full refund, OR
• Receive credit toward another event

Minor changes (slight time adjustments, venue room changes) do not qualify for refunds.

6. Refund Processing

6.1 How to Request a Refund

To request a refund, please contact us via:

• Email: [email protected] (preferred method)
• Phone: +445608846008

Please include:

• Your full name
• Booking confirmation number or reference
• Event name and date
• Reason for cancellation
• Preferred refund method (refund or credit)

6.2 Processing Time

Once we receive and approve your refund request:

• Credits to your account: Immediate
• Refunds to original payment method: 5-10 business days
• Bank processing may require additional 3-5 business days

6.3 Confirmation

You will receive email confirmation once your refund has been processed.

7. Special Circumstances

7.1 Weather and Transportation

Events proceed as scheduled regardless of weather conditions unless the venue closes or safety is compromised. Transportation difficulties do not qualify for refunds, but we will work with you to reschedule when possible.

7.2 Personal Dissatisfaction

We strive for excellence in all our events. If you are dissatisfied with an event experience, please contact us immediately. While dissatisfaction alone does not automatically entitle you to a refund, we will:

• Listen to your concerns
• Investigate the matter
• Offer appropriate remedies, which may include partial refunds or credits

7.3 Medical or Family Emergencies

In cases of documented medical emergencies, hospitalization, death in the family, or other serious circumstances:

• Contact us as soon as reasonably possible
• Provide documentation if requested
• We will work with you to provide refunds or credits regardless of normal timelines

8. Non-Refundable Items

The following are non-refundable:

• Service fees or booking fees (if applicable)
• Costs for materials or refreshments already incurred
• Expired passes or credits
• Third-party fees (payment processing fees may be deducted from refunds)

9. Rescheduling

9.1 Customer-Initiated Rescheduling

If you wish to reschedule rather than cancel:

• Contact us at least 48 hours before the original event
• Subject to availability in alternative events
• One free reschedule permitted; subsequent changes may incur fees
• Must reschedule to an event within 3 months

9.2 Our Rescheduling

If we reschedule an event, your booking automatically transfers to the new date. If you cannot attend the rescheduled date, you may receive a full refund or credit.

10. Group Bookings

For group bookings of 5 or more people:

• Special cancellation terms may apply (discussed at time of booking)
• Partial cancellations (reducing group size) may be permitted with 7 days notice
• Contact us to discuss group-specific refund arrangements

11. Disputes and Appeals

If you disagree with a refund decision:

• Contact us in writing at [email protected]
• Explain your circumstances and reasoning
• We will review your appeal within 5 business days
• Final decisions will be communicated in writing

We are committed to fair treatment and will genuinely consider all reasonable appeals.

12. Consumer Rights

This Refund Policy does not affect your statutory rights under UK consumer protection law. If you believe your consumer rights have been violated, you may contact:

Citizens Advice Consumer Service
Telephone: 0808 223 1133
Website: www.citizensadvice.org.uk

13. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after changes constitutes acceptance of the modified policy.

Bookings made before policy changes will be governed by the policy in effect at the time of booking.

14. Contact Information

For all refund requests, questions, or concerns, please contact us:

15. Our Commitment

At Heathdale.site, we value our community and strive to provide exceptional experiences. While this policy outlines our formal refund procedures, we approach each situation with understanding and flexibility. Our goal is fair treatment for both our participants and our sustainable operation of enriching cultural events.

Thank you for being part of the Heathdale.site community.

Last Updated: January 1, 2025