Cancellation & Refund Policy

1. Scope of this policy

This policy applies to studio and rehearsal-space bookings made with NOOH & Nest through our website or another booking channel that we have authorised. It covers cancellations, refund eligibility, rescheduling requests, unused booking time and circumstances in which a reserved space cannot be provided.

Your booking is subject to the date, time, duration, space and price confirmed when your reservation is accepted. Any additional conditions specifically agreed with you in writing will be read alongside this policy. If a specific written booking agreement gives you a more favourable cancellation right, that agreed right will apply to the extent of the difference.

All deadlines in this policy are calculated using the scheduled local time at the studio in the United Kingdom. The cancellation period is measured backwards from the confirmed start time of your booking, not from the date on which you made the reservation or received a confirmation message.

2. How to cancel a booking

To request a cancellation, contact us using the details on our Contact page or the official contact channel stated in your booking confirmation.

Please include the following information so that we can identify your reservation:

• Your full name and the email address or telephone number used for the booking.
• Your booking reference, if one has been provided.
• The confirmed date, start time and duration of the reservation.
• A clear statement that you wish to cancel, rather than simply enquire about changing the booking.
• Your reason for cancelling, if you wish to provide it or if it is relevant to an exception request.

A cancellation is treated as received when we can reasonably verify the request through an official channel. We will confirm the cancellation and, where applicable, the refund tier in writing. If you do not receive an acknowledgement, please contact us again using the details below.

Submitting a cancellation request does not guarantee a full refund. The amount payable depends on when the request is received, whether the booking has already started, and whether any specific exception or legal right applies.

3. Cancellation refund rates

For customer-requested cancellations, the following schedule applies to the amount paid for the cancelled booking. The percentage is calculated against the booking charge attributable to the cancelled reservation, excluding any separate charge for a service that has already been supplied, unless applicable law or an agreed booking term requires otherwise.

Example: If a booking starts at 14:00 on Saturday, a request received by 14:00 on the preceding Monday is at least 120 hours in advance and falls within the 100% tier. A request received at 14:00 on Wednesday is 72 hours in advance and falls within the 80% tier. A request received at 14:00 on Friday is 24 hours in advance and falls within the 40% tier.

The exact receipt time determines the tier. A request received even a short time after a tier’s threshold moves into the next tier. We do not round the remaining time up to a full day.

Where a booking includes multiple independently priced sessions and only some are cancelled, the applicable rate will be applied to the eligible charge for the cancelled sessions. If a booking is sold as a single package and its components cannot reasonably be separated, we will explain the calculation before processing the refund.

4. Cancellations eligible for a refund

A cancellation can qualify for a refund under the schedule above when the following conditions are met:

• The booking has been confirmed. We can identify the reservation and the payment or deposit associated with it.
• The request is received before the booking starts. The standard refund tier is determined by the time remaining until the confirmed start time.
• The cancellation clearly identifies the reservation. We have sufficient information to confirm which session or sessions are being cancelled.
• The space has not already been used for the cancelled period. The standard cancellation schedule does not normally refund time that has already been supplied or used.
• The payment relates to the cancelled booking. Refunds are calculated against the relevant amount actually paid, rather than an advertised price that was not charged.

Examples of ordinary reasons for cancelling

You may request cancellation because your rehearsal has changed, a participant is unavailable, your group can no longer attend, your plans have changed, or you have decided not to use the studio. These reasons do not prevent you from requesting cancellation, but the standard refund schedule still applies.

If your circumstances are unusual, you may explain them when contacting us. We will consider the information provided, any relevant booking terms and applicable legal obligations. A personal or unexpected reason does not automatically entitle you to a full refund outside the published schedule.

5. Cancellations and situations that are not normally refundable

The following situations are not normally eligible for a standard refund, except where a different outcome is required by law, a specific written agreement or another provision of this policy.

5.1 Late cancellation

A cancellation received less than 24 hours before the confirmed start time normally receives no refund. This reflects the limited time available to offer the reserved space to another customer. The same rule applies if you decide at short notice that you no longer need the room.

5.2 No-show or failure to arrive

If you do not arrive for your booking and have not cancelled through an authorised channel, the reservation will normally be treated as a no-show. The booking charge is not refundable simply because the space was not used. We recommend contacting us as early as possible if you know you cannot attend.

5.3 Arriving late or leaving early

Your booking reserves the space for the confirmed time period. Arriving late, finishing early or choosing not to use the full session does not normally extend the end time or create an entitlement to a partial refund. Where another booking follows yours, we may need to make the space available at the scheduled end time.

5.4 Cancellation after a booking has started

Once the reserved period has started, the standard cancellation tiers do not normally apply to the unused remainder of that session. Any refund will be assessed individually where a material issue with the service, a failure on our part or an applicable legal right makes a different outcome appropriate.

5.5 Unauthorised transfer or change of use

A booking is for the agreed customer, activity, space and time. You must not transfer a reservation to another person, resell it, use the studio for a materially different activity or allow an unauthorised group to take over the booking without our agreement. A breach may result in the booking being refused or ended where reasonably necessary. Any refund will depend on the circumstances and applicable law.

5.6 Failure to follow studio requirements

We may take reasonable action if a customer seriously breaches the confirmed studio rules, creates a safety concern, causes damage, exceeds agreed occupancy or uses the space in a way that was not authorised. Where the booking must be ended because of the customer’s conduct, unused time is not automatically refundable. This does not remove any rights the customer has under applicable law.

5.7 Promotional offers and special arrangements

A discounted or specially arranged booking remains subject to this policy unless its written terms clearly state otherwise. Any specific non-refundable deposit or separate charge must have been disclosed and agreed before payment. We will not treat an undisclosed fee as automatically non-refundable.

5.8 Duplicate bookings and payment errors

A confirmed duplicate payment or an amount collected in error is handled separately from a customer cancellation. Once verified, the excess or incorrectly collected amount will be returned in full. If two separate reservations were intentionally made, each reservation is assessed under the applicable cancellation terms.

6. Changes, rescheduling and partial cancellations

6.1 Requesting a change

If you wish to change the date, start time, duration or type of space, contact us as soon as possible. All changes are subject to availability and require our confirmation. A request alone does not change the original booking or release you from its existing terms.

6.2 Moving a booking to another date

We may offer an alternative time or date where suitable space is available. If we confirm a rescheduled booking in writing, we will also confirm any price difference and the cancellation deadline that applies to the new reservation. A rescheduling request is not automatically a cancellation, and a new booking is not confirmed until we have agreed the details.

Where a requested change cannot be accommodated, the original booking remains subject to its existing cancellation schedule unless we agree otherwise or a legal right applies.

6.3 Reducing the length of a session

If you want to shorten a reservation, contact us before the session starts. We will confirm whether a shorter session is possible and whether the price can be adjusted. Unless we confirm a revised price in writing, the original booking charge remains payable.

6.4 Cancelling part of a multi-session booking

Where individual sessions are separately priced, a cancellation may be assessed against the cancelled sessions only. For a bundled or discounted package, the refund calculation may need to account for the price actually paid for the package and the services already supplied. We will explain the calculation and will not charge for services that have not been supplied where a refund is legally due.

7. Refund method and processing times

7.1 How refunds are calculated

We will confirm the applicable refund percentage and amount after checking the booking details, payment received and cancellation time. Unless otherwise required by law or agreed in writing, approved refunds will be returned to the original payment method. If the original method is no longer available, we may contact you to agree a reasonable alternative and complete any necessary verification.

Refunds are limited to the amount actually paid for the eligible cancelled booking. They do not include unrelated expenses such as travel, accommodation, equipment hire arranged independently, lost earnings or other third-party costs, unless we have expressly agreed to cover them or applicable law requires otherwise.

7.2 Our refund processing timeline

In straightforward cases, we aim to complete the review and initiate an approved refund within 10 working days of receiving a complete cancellation request. The total time for funds to appear may be longer because banks and payment providers control their own processing schedules.

These are our normal service targets, not a restriction on any shorter or different deadline imposed by law. Where a statutory refund deadline applies, we will comply with that deadline.

7.3 Weekends, bank holidays and delays

Working-day estimates exclude weekends and public holidays in the United Kingdom. A refund may take longer if payment details need to be verified, the original payment method has been closed, the transaction is being investigated or a bank or payment provider experiences a delay. If we identify a material delay within our control, we will provide an update through an appropriate contact channel.

7.4 Checking a missing refund

If the expected period has passed and the refund has not appeared, please contact us with your booking reference, payment date, amount and confirmation of the payment method used. We will check our records and, where appropriate, provide the information needed for you to follow up with your bank or payment provider. Please do not send full card numbers, security codes or passwords.

8. Cancellations or changes made by NOOH & Nest

In some circumstances, we may need to change or cancel a confirmed booking. Examples include an unexpected problem with the premises, essential repairs, equipment failure that materially affects the booked service, a safety issue, loss of access to the space or an operational issue that prevents us from providing the agreed reservation.

If we cannot provide the booked space for the agreed time and cannot offer a suitable alternative that you accept, we will refund the amount paid for the affected service in full. Where only a clearly separable part of a multi-session booking is affected, the refund will normally cover that part.

Where an alternative date, time or space is available, we may offer it for your consideration. You are not required to accept a materially different alternative in place of a refund where a refund is legally due.

If we need to change the start time, duration or other material feature of a booking, we will explain the proposed change and seek your agreement where appropriate. We will not treat silence as acceptance of a material change.

We will handle refunds arising from our cancellation separately from the customer cancellation tiers in Section 3. The 100%, 80%, 40% and 0% schedule is not intended to reduce a customer’s entitlement where we fail to provide a service for which payment has been made.

9. Exceptional circumstances

We recognise that some events are outside a customer’s reasonable control. If illness, an accident, severe travel disruption, an emergency or another significant event affects your ability to attend, contact us as soon as reasonably possible and explain the circumstances.

We may consider a rescheduling option, a partial refund or another reasonable arrangement where appropriate. Any discretionary arrangement will depend on the facts, the timing of the request, the nature of the booking and the practical availability of the space. An exception is not guaranteed, and we may ask for proportionate supporting information where it is genuinely necessary to assess the request.

Events outside reasonable control

Events such as severe weather, flooding, fire, utility interruptions, public emergency measures, significant transport disruption or other circumstances beyond reasonable control may affect the provision or use of a booking. We will consider whether the booking can safely proceed, whether a suitable alternative is available and what refund or rescheduling outcome is appropriate under the circumstances and applicable law.

A circumstance outside our control does not automatically remove a customer’s right to a refund where the service cannot be supplied and a refund is required by law. Equally, a customer’s inability to attend does not automatically create an entitlement to a full refund outside the published cancellation schedule.

10. Limitations, responsibilities and disclaimer

10.1 Customer responsibility

Customers are responsible for checking the confirmed date, time, duration, location and agreed use of the studio before the reservation begins. Please ensure that your contact details are accurate and that you retain your booking confirmation and cancellation correspondence.

10.2 Third-party costs

Unless expressly agreed in writing or required by law, NOOH & Nest is not responsible for independent costs you incur in arranging travel, accommodation, transport, performers, instructors, equipment or other third-party services. A refund for a studio booking does not automatically cancel a separate contract you have entered into with another supplier.

10.3 Studio use and personal belongings

Customers must use the space responsibly, follow the booking instructions and take reasonable care of personal belongings and equipment. To the extent permitted by law, we are not responsible for loss or damage caused by a customer’s failure to take reasonable care, unauthorised use of the premises or the acts or omissions of another person.

10.4 Limits of this policy

We will take reasonable care to keep booking information accurate and to administer cancellations fairly. However, availability, access and facilities may occasionally be affected by circumstances that cannot reasonably be anticipated. Where a problem arises, we will assess the facts and explain the options available.

Nothing in this policy excludes or limits liability where such exclusion or limitation is prohibited by law. In particular, nothing here affects your statutory rights, including rights relating to services not supplied with reasonable care and skill, applicable refund rights, or liability that cannot lawfully be excluded.

This policy does not promise compensation for every indirect loss or inconvenience arising from a cancellation. Any claim for additional compensation will be considered according to the facts, the applicable booking agreement and the law.

10.5 No waiver of legal rights

If we agree to an exception in one case, this does not automatically change the terms of other bookings. Similarly, if we do not immediately enforce a particular term, that does not mean we have permanently waived it. These provisions do not remove any rights that cannot lawfully be waived.

11. Questions, complaints and disputes

If you believe that a cancellation has been placed in the wrong refund tier or that a refund amount has been calculated incorrectly, contact us with your booking reference and a brief explanation. We will review the booking time, the recorded receipt of your request, the amount paid and any relevant written agreement.

We aim to acknowledge a cancellation or refund complaint within 5 working days and provide a substantive response within 15 working days. If the matter requires additional information or investigation, we will explain the reason for the delay and provide an updated response timeframe.

If we cannot resolve the matter directly, you may seek independent advice or use any applicable consumer dispute-resolution route. Nothing in this policy prevents you from exercising rights available under UK consumer law or from bringing a claim through a competent court.

12. Contact details