Refund Policy
This page summarises the refund, cancellation and change terms for bookings with Butlers in the Buff. It is a summary of our full Terms & Conditions, which apply to every booking and take priority if there is any difference.
Deposits
A minimum non-refundable deposit of £30.00 or £50.00 is required for all bookings. The deposit amount may vary per activity. Your booking is not confirmed until the deposit has been paid.
The remaining balance is due no less than 14 days before the booking takes place. If your booking is less than 14 days away, the full balance is payable at the time of booking and is non-refundable.
If you cancel
Your deposit is non-refundable if you cancel your booking. If you cancel with 14 days or less until your event, all monies paid are non-refundable.
If you change your booking
- Change of time: £20.00 administration fee.
- Change of date, more than 14 days before the event: £30 or £50 administration fee.
- Change of date, less than 14 days before the event: all monies paid are non-refundable and a new booking must be created.
- Change of address: no charge if the new address is within a 5-mile radius of the original address. Otherwise there is a £30 administration fee plus additional travel charges depending on the location.
- Guest numbers: can be modified at any time up to 14 days before your booking. Numbers cannot be modified less than 14 days before your event.
Changes are only made once any additional charge has been paid.
If we cancel or change your booking
We reserve the right to amend or cancel any booking, including changes to dates and times. In the unlikely event that we cancel a booking, you may be offered an alternative booking time, date or service, subject to availability. If we are unable to provide an alternative, a full refund will be issued.
Late arrival and no-shows
If your butler is delayed in arriving, the booked time will be extended by the length of the delay. If this is not practical, we will provide a pro-rata refund of your payment. If the butler does not show up to your event, we will provide a pro-rata refund of your payment.
Complaints
If you have a complaint about the service provided, please contact us as soon as possible, and in any event within 48 hours of the event date. We need the person who made the booking to contact us with the booking reference number.
Your statutory rights
Nothing in this policy affects any statutory rights you may have as a consumer.
