Refund policy

Canterbury Tails Refund and Return Policy

Booking Rescheduling

  • Bookings can be rescheduled up to 24 hours in advance. Rescheduling within 24 hours is not possible. 
  • A link to reschedule your booking is included in your order confirmation email, sent after completing checkout.
  • For confidentiality and security reasons, we are unable to send order confirmation to any email other than the one used at checkout, so please ensure it is the correct email address. If you have not received this email within 30 minutes of completing checkout, please check your spam/junk folder as your mailbox provider may have auto-filtered it. If not, then please contact us vat meow@canterburytails.co.uk and we will look into it for you.
  • The rescheduling link will invalidate within 24 hours of your booking and will not be usable. 
  • Within this 24 hours timeframe if unable to attend your booking, if possible, please let us know via our website contact form, so we can amend our bookings calendar, and our staff will know not to expect your booking party on the day.

Booking Cancellations

  • Bookings can be cancelled with refund up to 48 hours in advance.
  • Cancellations within 48 hours of the booking are non-refundable. 
  • A link to cancel your booking is included in your order confirmation email, sent after completing checkout.
  • Any bookings cancelled using the cancellation link will be refunded in full.
  • Our system will process your refund within 24 working hours. Outside of this, the time it takes for funds to return to the original payment source is entirely dependent on your banking provider, and can often take longer over weekends and bank holidays.
  • For confidentiality and security reasons, we are unable to send order confirmation to any email other than the one used at checkout, so please ensure it is the correct email address. If you have not received this email within 30 minutes of completing checkout, please check your spam/junk folder as your mailbox provider may have auto-filtered it. If not, then please contact us via the contact form on our website and we will look into it for you. 
  • The cancellation link will invalidate within 48 hours of your booking and will not be usable. Within this 48 hours timeframe if unable to attend your booking, if possible, please let us know via meow@canterburytails.co.uk, so we can amend our bookings calendar, and our staff will know not to expect your booking party on the day. 
  • You are able to reschedule your booking up to 24 hours in advance. A link to do so is also included in your booking confirmation email, alongside the cancellation link. 

 

Underage Bookings

  • We have an age requirement of 8 years+ for guests to the café area, and require children under 12 to be accompanied by an adult (18+) with a maximum 3 children per 1 adult ratio. This includes infants. 
  • This is 1 of our 5 house rules and is non-negotiable.
  • Any booking parties arriving with underage guests and/or incorrect adult:child ratio will not be able to enter the café (we may be able to welcome part of the group, age dependent). The booking would be considered a no-show and would be non-refundable.
  • More information on our age requirement policy can be found in our House Rules and FAQs.

Late Arrivals

  • Late arrivals are unable to have additional time added to the end of their session as this will interfere with guests in the next booking slot.
  • Late arrivals that result in shorter visits are not eligible for part or full refund. 

Gift Vouchers

  • Gift Vouchers have a validity period of 12 months, after which they will automatically expire and be deactivated by our operating system.
  • Gift Vouchers are not eligible for a refund. 
  • Gift Vouchers have no cash value /cannot be exchanged for cash. 
  • Any booking placed with a gift voucher that is cancelled and refunded will be refunded back onto the original gift voucher.