Refund and Cancellation Policy

This policy explains what happens when a booked program is cancelled or moved, by you or by us. It applies to every booking and forms part of our Terms and Conditions.

1. Why there is a cancellation policy at all

A booked program is not a product on a shelf. Once a date is confirmed we hold the slot, turn other work away, write the script, and rehearse it. Most of the cost of a program is incurred before anyone appears on screen. That is why the refund you receive depends on how much notice you give us.

2. Cancelling a booking

You may cancel a booking at any time by telling us in writing. The refund depends on when the cancellation reaches us, counted back from the start time of the session:

• More than 14 days before: full refund of everything you have paid.
• 7 to 14 days before: refund of everything you have paid, less the deposit, because scripting has usually started.
• 2 to 7 days before: 50 percent of the total fee is refunded.
• Less than 48 hours before: no refund, because the script is written, the rehearsal has happened, and the slot cannot be resold.

3. Moving a booking instead of cancelling it

Moving a date usually costs you less than cancelling it. If you tell us more than 48 hours before the session, we will move the booking once to any date we have free within the following ninety days, at no extra fee. A second move, or a move requested inside 48 hours, is treated as a cancellation and a new booking.

4. If we cancel

If we cancel a booking for any reason, you may choose either a new date or a full refund of everything you have paid, including the deposit. If we cancel with less than 48 hours notice and you do not want a new date, we will also refund any platform fee you paid specifically for that session and can evidence.

5. Events outside anyone control

If a session cannot run because of something outside the control of both of us, such as a platform outage, a power cut, severe weather, or illness of the host, we will offer a new date at no extra fee. If no suitable date can be found within ninety days, we will refund the fee in full.

6. If a session is disrupted

If a session is cut short by a failure on our side, we will either rerun the affected part at no extra fee or refund a fair share of the fee, whichever you prefer.

If a session is cut short because of something at your end, such as your internet connection, your platform licence, or the behaviour of participants you invited, the fee remains payable. This is set out in our Terms and Conditions.

7. Participants who do not turn up

The fee covers the program we prepared and delivered, not the number of people who joined. If fewer participants attend than expected, the fee remains payable in full. If you know in advance that the audience will be much smaller, tell us: we can often adapt the format, and in some cases the price.

8. If you are not happy with a program

Tell us within seven days of the session, describe what went wrong, and tell us what you would like us to do. We will look at the script, the rehearsal notes, and the recording where one exists. Where we agree that the program did not deliver what was booked, we will rerun it or refund a fair share of the fee.

A refund is not available simply because a program did not match a preference that was never in the brief. That is why we send you the script before the session rather than after it.

9. Deposits

A deposit holds a date and pays for the work that starts immediately: the brief and the beginning of the script. It is refundable only in the circumstances set out above.

10. How refunds are paid

Refunds are issued to the original payment method. We aim to process them within five business days of agreeing the refund. Your bank or card provider may take a further few business days to show the money in your account.

11. Content planning work

Entertainment content planning is delivered as written material rather than as a live session. Once the material has been handed over it cannot be returned, and the fee is not refundable. If you cancel before the material is delivered, the refund follows the notice periods in section 2.

12. How to cancel or move a booking

Write to us through the contact section of our website, as early as you can, and tell us the program, the date, and whether you want to cancel or move it. We will confirm in writing what we have done and what is refundable.

13. Changes to this policy

We may update this policy from time to time. The version published when you booked is the version that applies to that booking.