Refunds & Cancellations
Effective date: 15 April 2026
Token pack purchases
Token packs are generally non-refundable once purchased, except where required by UK consumer law. If you believe a purchase was made in error, contact us as soon as possible and we will review your request.
Booking cancellations
You can cancel eligible bookings in your account. We aim to allow cancellations up to 24 hours before the booked start time. Tokens are deducted at reception check-in, not at booking creation.
Operational issues
If we are unable to provide your booked service due to an operational issue, we will work with you to reschedule or apply an appropriate account adjustment.
For help with refunds or cancellations, contact us on +44 7342 606655.