The Olive Tree Play Café Limited

We understand that plans can sometimes change. The following policy explains how cancellations, changes and refunds are managed for all bookings made with The Olive Tree Play Café.

1. General Play Session Bookings

Play session bookings may be cancelled or rescheduled up to 24 hours before the session start time for a full refund or transfer.

Cancellations made less than 24 hours before the session are non-refundable and non-transferable.

No refunds will be given for:

• No-shows.

• Late arrivals.

• Sessions shortened due to arriving late.

2. Rescheduling a Play Session

Bookings may be rescheduled once, subject to availability, provided the request is made at least 24 hours before the session.

Additional changes may not be possible.

3. Illness or Exceptional Circumstances

We understand that young children can become unwell unexpectedly.

Where possible, and at our discretion, we may offer a transfer, credit note or alternative session in cases of illness or unforeseen circumstances. Proof may be requested.

This does not affect your statutory rights.

4. Private Hire, Parties and Group bookings

A non-refundable deposit is required to secure all private hire and party bookings.

The deposit amount and payment schedule will be confirmed at the time of booking.

Cancellation Terms

• Deposits are non-refundable.

• Cancellations made 28 days or more before the event date will receive a refund of any payments made beyond the deposit.

• Cancellations made less than 28 days before the event date are non-refundable.

5. Rescheduling Private Hire or Parties

Private hire and party bookings may be rescheduled with at least 28 days' notice, subject to availability.

Requests made within 28 days of the event date cannot be guaranteed and may be treated as a cancellation.

6. Final Numbers for Parties

Final guest numbers and any catering requirements must be confirmed at least 14 days before the event.

Changes after this date may not be possible and charges may still apply.

7. Our Right to Cancel

In the unlikely event that we need to cancel a session or booking due to circumstances beyond our control, including but not limited to:

• Safety concerns.

• Building maintenance issues.

• Staff shortages.

• Severe weather.

• Unforeseen closure.

Customers will be offered either:

• A full refund, or

• The opportunity to transfer the booking to another available date.

8. Refusal of Entry

The Olive Tree Play Café reserves the right to refuse entry or ask visitors to leave if:

• The Rules of Play are not followed.

• Behaviour is unsafe, abusive or inappropriate.

• Children are not adequately supervised.

• Staff or other visitors are placed at risk.

In these circumstances, no refund will be provided.

9. Payment Disputes

By completing a booking, you agree to this Refund & Cancellation Policy.

We kindly ask customers to contact us directly regarding any concerns before initiating a payment dispute or chargeback so that we can work together to resolve the issue.

10. Contact Us

For all cancellation, amendment or refund requests, please contact us as soon as possible using the details provided on our website or booking confirmation.

11. Agreement

By making a booking with The Olive Tree Play Café Limited, you confirm that you have read, understood and agreed to this Refund & Cancellation Policy.

This policy is governed by applicable consumer legislation, including the Consumer Rights Act 2015.