Canterbury Tails Cat Cafe Booking Terms of Service Policy Disclaimer

The term "you" hereafter applies to the person placing the booking and all booked guests within said booking group.

By placing a booking at Canterbury Tails Cat Café, you acknowledge and accept the following terms and conditions:

• You understand that Canterbury Tails Cat Café is home to cats (animals).
• You acknowledge that interacting with animals involves inherent risks, including but not limited to property damage and physical harm.
• Canterbury Tails Cat Café and its affiliates, employees, and volunteers shall not be held liable for any property damage, injury, or harm, including but not limited to allergic reactions, scratches, bites, or soiling resulting from interactions with the animals on the premises.
• Canterbury Tails Cat Café is not responsible for any loss or damage to personal belongings (including clothing) brought onto the premises.
• Adults accompanying minors are responsible for supervising them during their visit and ensuring their safety around the animals. All minors 8-11 must be accompanied by an adult in a max 1:3 adult: child ratio to enter the café. The welfare of minors (12-17) booked into the café not to be accompanied by a supervising adult remain the responsibility of the booking adult. See our House Rules and Refund Policy for further age requirement information. 
• Guests are expected to adhere to all posted House Rules and guidelines both on the Canterbury Tails Cat Café website, on site, and as verbally directed by team members during your visit regarding animal interaction and behaviour within the café.

By placing a booking, you acknowledge that you have read, understood, and agree to abide by this disclaimer and release Canterbury Tails Cat Café from any liability arising from your visit.

Flexible Booking Protection Terms & Conditions

These terms apply when Flexible Booking Protection is purchased alongside a Canterbury Tails café booking.

1. What Flexible Booking Protection provides

Flexible Booking Protection gives the purchaser enhanced cancellation rights in addition to Canterbury Tails’ standard cancellation and rescheduling policy.

When valid protection has been purchased, the purchaser may cancel the protected booking up to 1.5 hours before the advertised start time and request a refund of eligible café entry fees.

Each Flexible Booking Protection product costs £3 and provides a maximum refund of £60.

Customers with bookings worth more than £60 may purchase additional protection. Each additional Flexible Booking Protection product increases the maximum available refund by a further £60.

For example:

• 
  One protection provides a maximum refund of £60
  
• 
  Two protections provide a maximum refund of £120
  
• 
  Three protections provide a maximum refund of £180
  

Where eligible entry fees total £36 and one protection has been purchased, the maximum refund available will be £36.

Where eligible entry fees total £70 and one protection has been purchased, the maximum refund available will be £60.

Where eligible entry fees total £120 and two protections have been purchased, the maximum refund available will be £120.

The maximum refund is determined by the number of Flexible Booking Protection products purchased at the time of booking. Customers will not receive more than the eligible café entry fees they actually paid.

2. Purchasing protection

Flexible Booking Protection:

• 
  Costs £3 for each £60 of refund protection
  
• 
  Must be purchased at the same time as the café booking
  
• 
  Cannot be added after the original order has been completed
  
• 
  Only applies to eligible café entry tickets contained within the same order
  
• 
  Cannot be transferred to another booking, order or customer
  

Customers may purchase more than one Flexible Booking Protection product where the total value of their eligible café entry tickets exceeds £60.

The customer is responsible for checking the total value of their entry tickets and purchasing enough protection to cover the amount they would like protected.

Where insufficient protection has been purchased, any refund will be limited to the maximum cover provided by the number of protection products purchased.

For example, if a booking contains £120 of eligible entry tickets but only one £3 protection has been purchased, the maximum refund available will be £60.

3. Eligible refunds

Flexible Booking Protection covers eligible café entry fees included within the protected booking, subject to the purchased refund limit.

It does not cover:

• 
  The Flexible Booking Protection fee
  
• 
  Food, drinks or refreshments
  
• 
  Merchandise or retail products
  
• 
  Gift cards or vouchers
  
• 
  Delivery or postage charges
  
• 
  Processing, booking or administrative charges
  
• 
  Separate bookings placed within another order
  
• 
  Any other costs incurred by the customer, including travel or accommodation
  

Flexible Booking Protection fees remain non-refundable after purchase, including where the booking is cancelled under Canterbury Tails’ standard cancellation policy.

4. How to cancel

The customer must email meow@canterburytails.co.uk before the 1.5-hour cancellation deadline and provide:

• 
  The name used to place the booking
  
• 
  The order number
  
• Confirmation that they wish to cancel  for a refund, or reschedule the booking using Flexible Booking Protection

The cancellation request must be received by Canterbury Tails at least 1.5 hours before the session’s advertised start time.

The time at which the email is received by Canterbury Tails will determine whether the request was submitted before the deadline.

Customers should contact us as soon as they know they will be unable to attend.

5. Late cancellations and non-attendance

Flexible Booking Protection does not provide a refund where:

• 
  The cancellation request is received less than 1.5 hours before the session
  
• 
  The request is received after the session has started
  
• 
  The customer does not attend and has not contacted Canterbury Tails before the deadline
  
• 
  The customer contacts Canterbury Tails through a method other than the stated email address and the request is not received in time
  
• 
  The customer arrives late and is unable to use all or part of the booked session
  

Bookings that do not meet the protection requirements remain subject to Canterbury Tails’ usual cancellation, rescheduling and no-show policies.

6. Rescheduling

Flexible Booking Protection primarily provides the right to request a refund. It does not guarantee that a booking can be moved to another date or time.

Customers wishing to reschedule with at least 24 hours’ notice should use the rescheduling option provided with their booking, subject to availability and any applicable price difference.

Where less than 24 hours’ notice is given, Canterbury Tails may offer a reschedule instead of a refund at its discretion but is not required to do so.

7. Partial attendance

Where only some members of the booked party can no longer attend, the customer may request a refund for the unused eligible entry tickets, provided the request is received before the 1.5-hour deadline.

Any refund remains subject to the overall cover limit purchased for the booking.

Tickets that have already been used, transferred or admitted cannot be refunded.

8. Refund processing

Approved refunds will be returned to the original payment method where possible.

Refund processing times may vary depending on the customer’s bank or payment provider.

The amount refunded will not exceed:

• 
  The eligible café entry fees actually paid
  
• 
  The value of the unused eligible entry tickets
  
• 
  The total protection purchased, calculated at £60 for each Flexible Booking Protection product
  

The refund will be limited to whichever of these amounts is lowest.

Discounts, promotional codes and gift card payments will be reflected when calculating the amount actually paid and eligible for refund.

Unused protection has no cash value. For example, if two protections have been purchased but eligible entry fees total £90, the maximum refund will be £90 rather than £120.

9. Changes made by Canterbury Tails

If Canterbury Tails cancels a session, customers will be offered the remedies available under our standard booking terms. Customers will not need to use Flexible Booking Protection to receive any refund or alternative offered due to a cancellation made by Canterbury Tails.

All Flexible Booking Protection fees relating to the affected booking will also be refunded where Canterbury Tails cancels the booking and cannot provide the booked service.

10. Misuse

Flexible Booking Protection is intended to provide reasonable flexibility where plans unexpectedly change.

Canterbury Tails reserves the right to refuse a request where there is evidence of fraud, dishonesty, duplicate claims, chargeback abuse or deliberate misuse of the service.

We may also prevent a customer from purchasing Flexible Booking Protection in the future where there is a repeated pattern of misuse.

This does not affect the customer’s statutory rights.

11. Nature of the product

Flexible Booking Protection is an enhanced booking option provided directly by Canterbury Tails. It is not an insurance policy and does not provide insurance cover for losses or expenses beyond the eligible refund described in these terms.

By purchasing Flexible Booking Protection, the customer confirms that they have read and accepted these terms.