Flexible Booking Protection

Plans can change unexpectedly. Add Flexible Booking Protection to your order for £3 and reschedule your visit for another day or receive a refund* up to 1 hour in advance of your booking - great if something pops up at short notice. Without Flexible Booking Protection, our standard 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 eligible 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. What you get Up to 1 hour before your session begins: Reschedule your booking to a different day or Cancel and receive a refund of eligible entry fees, up to your purchased cover limit. You may request a later session on the original booking date, but this is subject to: Spaces being available; Your request being seen and processed in time; and Confirmation from our team before the new session begins. A later same-day session is not guaranteed. If we cannot accommodate your requested same-day change, you may instead reschedule to a different day or receive an eligible refund, provided your original request was received before the 1-hour deadline. Flexible Booking Protection allows a maximum of one "late" (up to 1 hour before) reschedule. Once you request a resechedule the protection is considered used and no further changes can be made or refund requested under the same protection. The protection fee itself is non-refundable. To use your protection Email us at meow@canterburytails.co.uk before the 1-hour cut-off and include: The name used for the booking; Your order number Whether you would like to reschedule, request a later same-day session or cancel for a refund. Cancellations with refund & Requests to reschedule to a different day: Your request will be valid provided that your email is received before the 1-hour deadline. It does not need to be read, acknowledged or processed by our team before the deadline. Requests for a later session on the same day must be seen and processed by our team in sufficient time and are subject to existing bookings. Sending an email before the deadline does not guarantee that a same-day change will be possible. 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. Terms and conditions apply. Please see below. 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 and rescheduling rights in addition to Canterbury Tails’ standard cancellation and rescheduling policy.Where valid protection has been purchased, the purchaser may, up to 1 hour before the advertised start time: Cancel the protected booking and request a refund of eligible café entry fees; or Reschedule the protected booking once to a different calendar day, subject to availability. The purchaser may also request a later session on the same calendar day. Same-day changes are offered at Canterbury Tails’ discretion and are subject to existing bookings, available capacity and the request being seen and processed in sufficient time. Flexible Booking Protection allows one "late" (up to one hour before session) reschedule only. Any move to another date or session, including a later session on the same day, will count as the single permitted reschedule. 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; and Allows the protected booking to be rescheduled once only. Purchasing multiple Flexible Booking Protection products increases the maximum refund available. It does not increase the number of times the booking may be rescheduled.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; or 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 or request a reschedule The customer must email meow@canterburytails.co.uk before the 1-hour deadline and provide: The name used to place the booking; The order number; and Confirmation that they wish to cancel for a refund, reschedule the booking to a different day or request a later session on the same day. The 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 a cancellation or different-day rescheduling request was submitted before the deadline.Cancellation and different-day rescheduling requests do not need to have been read, acknowledged or processed by Canterbury Tails before the deadline. Requests will be processed as soon as reasonably possible during our available administrative hours.Same-day rescheduling requests are only accepted once Canterbury Tails has confirmed the change. Sending a request does not reserve a space or guarantee that the change can be made.Canterbury Tails is operated by a small team, with one person responsible for monitoring emails alongside other administrative duties. We therefore cannot guarantee that a last-minute request for a later same-day session will be seen or processed in time.Customers should contact us as soon as they know they will be unable to attend their original session. 5. Late cancellations, late arrivals and non-attendance Flexible Booking Protection does not provide a refund or reschedule where: The request is received less than 1 hour before the original session; The request is received after the original 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; The customer attends or uses any part of the original session and then requests another booking; The booking has already been rescheduled once using Flexible Booking Protection; or A same-day change has been requested but has not been confirmed by Canterbury Tails. A customer who is running late remains booked into their original session unless Canterbury Tails expressly confirms an alternative session.Flexible Booking Protection does not guarantee admission after the booked start time, extend the session or preserve the full session length.Bookings that do not meet the protection requirements remain subject to Canterbury Tails’ usual cancellation, rescheduling, late-arrival and no-show policies. 6. Rescheduling Flexible Booking Protection allows the protected booking to be rescheduled "late" (up to 1 hour before) once, provided that the initial request is received at least 1 hour before the original session’s advertised start time. Rescheduling to a different day Customers may request to move their booking to a different calendar day.The replacement booking is subject to availability. The customer may provide their preferred alternative date and session time, but Canterbury Tails cannot guarantee that a particular date or time will be available.Where the requested session is unavailable, Canterbury Tails will ask the customer to select another available date.The replacement date does not need to be confirmed before the original session begins, provided that the customer’s initial rescheduling request was received before the 1-hour deadline. Requesting a later session on the same day Customers may ask to move their booking to a later session on the original booking date. However, this is a discretionary option rather than a guaranteed benefit of Flexible Booking Protection. A same-day change will only be possible where: The requested later session has sufficient availability; The request is seen and processed before the requested replacement session; There is enough time to update the booking system and notify the café team; and Canterbury Tails expressly confirms the replacement session. Sending a request does not reserve a place in a later session. Customers must not assume that their booking has been moved unless they have received confirmation from Canterbury Tails. Busy periods, including weekends, bank holidays and school holidays, may mean that later sessions are fully booked or that the team is unable to process a last-minute change. Where a same-day request cannot be accommodated, the customer may instead move the booking to a different day or request an eligible refund, provided the original request was received before the 1-hour deadline. One-use Limit - Reschedule or Refund Flexible Booking Protection permits one "late" (up to 1 hour before) reschedule only. Once Canterbury Tails has confirmed a move to another date or session, the protection has been used. The booking cannot subsequently be moved again under the same "late" protection, nor claim a refund, including where: The customer experiences further delays; The customer cannot attend the newly selected session; Their expected arrival time changes again; They ask to move through several sessions during the same day; or More than one Flexible Booking Protection product was purchased. Purchasing additional protection increases the value of eligible entry fees covered. It does not provide additional reschedules, or the additional option to refund after a reschedule has been requested. Any applicable difference in ticket price must be paid before the replacement booking is confirmed. If the replacement session costs less, no refund of the price difference will be due unless Canterbury Tails agrees otherwise. Once a booking has been rescheduled using Flexible Booking Protection, the protection does not transfer to the replacement booking. The replacement booking will be subject to Canterbury Tails’ standard cancellation and rescheduling policy unless new Flexible Booking Protection is purchased where offered. Customers wishing to reschedule with at least 24 hours’ notice should use the standard rescheduling option provided with their booking, subject to availability and any applicable price difference. 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. Any rescheduling of the whole or part of the booking counts as the single permitted reschedule. 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; or 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. It does not provide an unlimited right to repeatedly change a booking. Canterbury Tails reserves the right to refuse a request where there is evidence of fraud, dishonesty, duplicate claims, chargeback abuse, repeated attempts to move the same booking or deliberate misuse of the service. We may also take action to 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 or rescheduling rights described in these terms.By purchasing Flexible Booking Protection, the customer confirms that they have read and accepted these terms.