Service Cancellation Policy

01. Purpose and scope

This policy applies to bookings for the activity and occasion planning consultations offered by LET’S GO PLAY LIMITED. It should be read alongside the applicable booking confirmation, Terms & Conditions and Service Delivery Policy.

Our standard consultation options currently comprise:

• Ideas & Celebration Consultation — £24.90 for 30 minutes.
• Group Activity Planning Consultation — £47.50 for 45 minutes.
• Budget & Schedule Review — £68.40 for 60 minutes.
• Detailed Planning Consultation — £129.90 for 90 minutes.

These fees relate to the stated consultation and included written materials. Venue reservations, supplier bookings, tickets, equipment hire and on-site event management are not included unless separately and expressly agreed.

This policy does not exclude or reduce any consumer right or remedy that cannot lawfully be excluded or restricted.

02. Booking confirmation

An enquiry or request for information does not by itself constitute an accepted booking. Before accepting a booking, we will communicate the selected consultation, its price, the agreed scope, the appointment date and time, the meeting location, the expected written deliverables and the applicable payment and cancellation arrangements.

A booking is confirmed only when we communicate acceptance and the relevant booking requirements have been satisfied. Customers should retain the confirmation and any related terms supplied for their booking.

The cancellation arrangements may differ according to the type of contract and how it was concluded. Where legally required, we will provide the applicable cancellation information before the contract is concluded.

03. Statutory cancellation rights

A statutory cancellation right depends on the circumstances of the contract, including whether the customer is acting as a consumer, the type of contract, how and where it was concluded, the nature of the service and any applicable statutory exception.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, qualifying distance and off-premises consumer contracts for services generally carry a 14-day cancellation period. The period for a qualifying service contract normally begins on the day after the contract is entered into.

This does not mean that every booking automatically has the same 14-day cancellation right. For example, a contract concluded face-to-face at business premises will not ordinarily qualify for the same statutory cooling-off right solely because it is a consumer service contract. The applicable legal rules must be assessed against the actual circumstances.

Where a statutory cancellation right applies, the customer may exercise it by giving us a clear statement of the decision to cancel before the applicable cancellation period expires. A reason is not required for exercising that statutory right.

Nothing in this section limits any other rights that may be available where a service is not provided in accordance with the contract or applicable consumer law.

04. Requests to begin during a cancellation period

Where a statutory cancellation period applies, we will not begin providing the service during that period unless the customer has made the express request required by law. For an applicable off-premises contract, the request must be made on a durable medium where required by the regulations.

Where required, we will obtain this request as part of the actual booking process and provide the customer with the required contractual information and confirmation. Merely publishing this policy, accepting payment or receiving a general booking enquiry does not establish that the customer has made the necessary express request.

If a customer cancels during an applicable statutory cancellation period after expressly requesting that the service begin early, an amount for the service already supplied may be payable where the legal conditions for charging that amount have been met. Any amount due must be calculated in accordance with the applicable rules, including the rules governing proportional payment.

Where a service has been fully performed during an applicable cancellation period, the statutory cancellation right for that service is lost only if the legal conditions are met. These include any required prior express consent to begin early and the customer’s acknowledgement of the relevant consequence of full performance.

05. Customer cancellation

Customers who wish to cancel a consultation should contact us as soon as reasonably possible by email or telephone. Please identify the consultation booked and the appointment date, if applicable.

When we receive a cancellation request, we will identify the relevant booking, consider the applicable contract terms and statutory rights, and explain any relevant next steps. We will communicate whether a refund is due and, where appropriate, how it will be processed.

Where no statutory cancellation right applies, the outcome will depend on the agreed booking terms and the circumstances of the cancellation. No additional cancellation charge will be imposed unless it has a proper contractual and legal basis.

If the customer has already received part or all of the consultation or its written deliverables, any amount payable or refundable will be assessed against the contract and applicable law. We will not automatically treat every cancellation as non-refundable.

If a customer does not attend an appointment, the consequences will depend on the agreed booking terms and the circumstances. This policy does not introduce a separate fixed no-show fee that has not been agreed in advance.

06. Appointment changes and rescheduling

Customers who need to change an appointment should contact us as soon as reasonably possible. We will consider the request against the available appointment times and the circumstances of the booking.

A change is not confirmed until we have agreed the revised date, time and location with the customer. If the requested time is unavailable, we will discuss whether another appointment can be arranged.

No fixed advance-notice period, guaranteed free rescheduling entitlement or standard rescheduling fee is created by this policy. Any specific restriction or charge must be clearly communicated and agreed as part of the relevant booking terms before it is applied.

Rescheduling does not remove or shorten a statutory cancellation right that applies to the original contract. If a proposed change materially alters the service or contractual arrangements, we will clarify the position with the customer before proceeding.

07. Cancellation or changes by us

If we need to cancel a confirmed consultation or cannot provide the agreed service, we will contact the customer as soon as reasonably practicable.

Depending on the circumstances and the applicable contract, we may discuss an alternative appointment or provide a refund for the service that will not be supplied. Any alternative arrangement requires the customer’s agreement.

Where a refund or another remedy is required by law, we will comply with the applicable requirements. A customer is not required to accept an alternative appointment in place of a remedy to which they are legally entitled.

If a change to the agreed consultation or delivery arrangements becomes necessary, we will explain the change and seek agreement where appropriate rather than treating the revised arrangement as automatically accepted.

08. Refund eligibility and processing

Refund eligibility and timing depend on the reason for cancellation, the type of contract, the amount of service already supplied and the applicable contractual and statutory requirements.

Statutory cancellation refunds

Where a qualifying statutory cancellation right applies and a refund is due under the Consumer Contracts Regulations 2013, the refund will generally be made without undue delay and within 14 days of the day on which we are informed of the customer’s decision to cancel the service contract, subject to the applicable statutory provisions.

Where a customer expressly requested early commencement and the legal conditions for a charge for services already supplied are satisfied, the refund may take account of the amount lawfully payable for the service provided. No such deduction will be made where the applicable legal requirements for charging have not been met.

Other refunds

Refunds arising from a company-initiated cancellation, an agreed resolution, a failure to supply the service or another contractual entitlement will be assessed under the relevant contract and applicable law. The statutory 14-day deadline for qualifying statutory cancellation refunds is not a universal deadline for every type of refund.

Refund method

Where a refund is due, we will use the original payment method unless another method is legally permitted and properly agreed. We will not impose a refund-processing charge where the law prohibits it.

We will communicate with the customer if information is reasonably required to identify the transaction or complete the refund. Any processing will remain subject to the applicable legal deadline.

09. Third-party costs and arrangements

The standard consultation fees do not include venue charges, activity tickets, supplier fees, equipment hire, travel, catering or other third-party purchases.

Unless a separate arrangement is expressly agreed, customers are responsible for making and managing their own third-party bookings. The cancellation and refund conditions of a venue, activity provider or other supplier may differ from ours.

Customers should review third-party terms before making commitments. Any refund relating to a third-party purchase will ordinarily need to be addressed with the relevant provider under that provider’s terms and applicable law. This does not affect any rights the customer may have directly against us.