Flexible Booking Protection

Plans can change unexpectedly. Add Flexible Booking Protection to your order for £3 and reschedule your visit or receive a refund* up to 1 hour in advance of your booking - great for if you need to cancel at short notice.

Without Flexible Booking Protection, our usual cancellation policy applies:

• Refunds require at least 48 hours’ notice

• Rescheduling requires at least 24 hours’ notice

*Each Flexible Booking Protection purchased covers up to £60 of café entry fees. You are welcome to purchase additional protection for larger bookings. Your maximum refund will be based on the number of Flexible Booking Protection products purchased. For example, purchasing two protections provides a maximum refund of £120.

With valid protection, up to 1 hour before your session begins you may reschedule or cancel and receive a refund of eligible café entry fees, up to your purchased cover limit.

To use your protection, email us at meow@canterburytails.co.uk before the 1 hour cut-off with your booking name & order number, and whether you would like to reschedule for a later date, or receive a refund. 

Flexible Booking Protection must be purchased at the same time as your booking. Please make sure you purchase enough protection to cover the value of the café entry tickets you would like protected.

The protection fee itself is non-refundable. Terms and conditions apply.

 

 

Flexible Booking Protection Terms and 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 hour 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 hour 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 hour 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, but also includes the ability to reschedule the booking last-minute up to one time.  It does not guarantee that a booking can be moved to another date or time - this depends on avaialbility.

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, customers using Flexible Booking protection can request a reschedule up to 1 hour before the booking. Canterbury Tails may offer a reschedule instead of a refund at its discretion.

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 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 only.

Refund processing times can 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.