At Twiko-Twiko Soft Play, we understand that sometimes plans change.
This Booking Cancellation Policy outlines the steps and terms for cancelling or modifying your booking. Please take the time to review this policy to ensure a smooth and clear process when managing your reservations.

1. Cancellation of Bookings
Standard Cancellation: Cancellations made 48 hours or more before the scheduled booking time will receive a full refund.
Late Cancellations: Cancellations made less than 48 hours before the scheduled booking time are eligible for a 50% refund of the total booking amount.
No Show: If you fail to show up for your booking without prior notice, the full booking amount will be non-refundable.

2. Rescheduling Your Booking
If you need to reschedule your booking, please contact us at least 48 hours in advance of your scheduled time. We will do our best to accommodate your new preferred date and time, subject to availability.
Rescheduling requests made within 48 hours of the scheduled booking will incur a rescheduling fee of 25% of the total booking amount.
Important: Being unable to attend a session does not automatically entitle the booking to be rescheduled at any future date. Rescheduled sessions must take place within the same calendar week as the original booking and are strictly subject to availability. If a suitable reschedule cannot be arranged within that week, the session will be forfeited and no refund will be issued.

3. Refund Process
Refunds for cancellations will be processed to the original method of payment.
Refunds may take up to 7 business days to appear in your account, depending on your payment provider.

4. Exceptions to the Cancellation Policy
We understand that some situations are beyond your control. In cases of illness, emergencies, or exceptional circumstances, we will review cancellation requests on a case-by-case basis. Please contact us as soon as possible, and we will do our best to accommodate your needs.

5. How to Cancel or Reschedule
To cancel or reschedule your booking, please contact us through one of the following methods:
Email: bookings@twiko-twiko.co.uk
Phone: 07526005400
Online: If applicable, you can manage your booking via our online booking portal.
Please provide your booking reference number, name, and details of the change you wish to make.

6. Events or Group Bookings
For group bookings or bookings for special events (e.g., birthday parties, exclusive bookings), we require 14 days’ notice for any cancellations or changes.
Cancellations or changes made after this period will incur a 50% charge of the total booking amount.

7. Changes to This Policy
We reserve the right to modify or update this cancellation policy at any time. Any changes will be posted on our website and will apply to future bookings. If you have already made a booking, the policy in effect at the time of your reservation will apply.