Cancellation & Refund Policy

1. Scope of This Policy

This policy applies to studio hire bookings made through MoveSpace Studio Hire. It covers cancellations requested by customers, missed bookings, changes to confirmed arrangements and cancellations made by our team.

A booking is treated as confirmed once the requested studio, date and time have been agreed and the booking confirmation has been issued. Any specific cancellation conditions agreed in writing before payment will also form part of the booking arrangement, provided they do not conflict with applicable consumer rights.

2. Customer Cancellation and Refund Rates

If you need to cancel a confirmed booking, the refund amount is based on how much notice we receive before the scheduled start time. The following rates apply to the amount paid for the affected studio hire booking.

3. When You Can Cancel

You may request cancellation of a confirmed booking before its scheduled start time. Common reasons include:

• Your rehearsal, class, workshop or performance preparation is no longer going ahead.
• You or a member of your group can no longer attend at the agreed time.
• Your plans, timetable or studio requirements have changed.
• You have arranged an alternative venue or no longer need the booked space.
• You discover that the booked time or facilities are not suitable for your requirements.
• Unexpected personal, travel or scheduling circumstances prevent you from attending.

You do not need to provide extensive personal details when requesting a cancellation. Please provide enough information for us to identify the booking and confirm your request.

4. When a Cancellation Is Not Eligible for a Refund

A cancellation request can still be submitted in the circumstances below, but a refund may not be available under the standard cancellation schedule.

• Late cancellations: Requests received less than 24 hours before the scheduled start time are not eligible for a refund under the standard policy.
• Same-day cancellations: A cancellation made on the day of the booking receives no standard refund.
• Non-attendance: If you do not arrive and have not contacted us to cancel or rearrange the booking, the booking will be treated as a no-show and no standard refund will be due.
• Early departure: Leaving the studio before the agreed end time does not normally qualify for a refund of the unused time.
• Customer-related disruption: If a booking cannot be used because the customer or their group fails to follow the agreed booking arrangements, the standard refund may not apply.
• Unauthorised transfer: A booking cannot be transferred to another person, group or organisation without our prior agreement. An unauthorised transfer does not create a right to a refund.

These conditions do not remove any refund, cancellation or other rights that apply under consumer law. If a statutory right applies to your booking, it will take priority over any conflicting provision in this policy.

5. Same-Day Bookings and Advance Notice

Studio hire must be requested at least 24 hours before the intended start time. Same-day bookings are not accepted through our standard booking arrangements.

If you need to cancel a booking on its scheduled day, the standard refund rate is 0%. If you are unable to attend, please still contact us as soon as possible so that we can update the booking record.

6. How to Request a Cancellation

All cancellation requests must be sent through our official contact channels. Please include:

• Your full name and the contact details used for the booking.
• The booking date and scheduled start time.
• The studio or hire arrangement concerned, if applicable.
• A clear statement that you wish to cancel.
• Your booking reference or confirmation details, if available.

We will acknowledge your request and confirm the cancellation date, applicable refund rate and any further information required. The time at which your written request reaches our official contact channel will be used to calculate the notice period.

Please retain our written acknowledgement for your records. A message that has not been successfully delivered or received may not be treated as a completed cancellation request.

7. Refund Processing Time

Where a refund is due, we will arrange it using the original payment method wherever reasonably possible.

• Confirmation: We will confirm the applicable refund amount after reviewing your cancellation request.
• Processing: Approved refunds will normally be initiated within 5 working days after the refund amount has been confirmed.
• Bank or payment provider processing: Once issued, the funds may take a further 5 to 10 working days to appear in your account, depending on the payment provider and financial institution.
• Alternative payment arrangements: If the original payment method is unavailable, we will contact you to agree a reasonable alternative way to return the funds.

In most cases, customers should allow approximately 10 to 15 working days from refund confirmation for the funds to appear. This is an estimate because the final processing time is controlled by the relevant bank or payment provider.

Where a statutory refund deadline applies, we will comply with the relevant legal timeframe. The estimated bank processing period above does not extend or replace any legal refund deadline that applies to us.

8. Changes and Rescheduling

If you would prefer to keep your booking but need a different date or time, contact us as early as possible. We will check whether an alternative slot is available.

• Requests to change a booking should normally be made at least 24 hours before the original start time.
• All changes are subject to studio availability and our written confirmation.
• A different time or date may have a different hire price.
• If the new arrangement costs more, we will explain the difference before confirming the change.
• If the new arrangement costs less, any adjustment will be confirmed with you before the change is completed.
• A request to move a booking is not automatically treated as a cancellation.

If we cannot offer a suitable alternative, you may choose to retain the original booking or request cancellation under the applicable cancellation terms.

9. Cancellations Made by Us

On occasion, we may need to cancel or withdraw a confirmed booking. This may happen because of an unexpected studio issue, essential maintenance, equipment problems, safety concerns, access restrictions or circumstances that prevent us from providing the agreed space.

If we cancel a booking and cannot provide a suitable alternative that you agree to, we will refund the amount paid for the affected booking in full. The customer cancellation rates in Section 2 will not be applied to a cancellation made by us.

Where possible, we will contact you promptly and explain the situation. If an alternative date or time is available, we may offer it for your consideration, but you are not required to accept a replacement arrangement instead of receiving a refund where a full refund is due.

10. Studio Conditions and Facilities

Our studio spaces may include mirrored walls, suitable flooring and sound equipment, depending on the individual space and the arrangements confirmed for your booking.

If a facility specifically included in your confirmed booking is unavailable or materially different from what was agreed, please contact us as soon as possible. We will review the issue and, where appropriate, discuss a suitable alternative, price adjustment or refund.

Minor differences that do not materially affect the agreed hire arrangement will not automatically qualify for a full refund. Any decision will take account of the circumstances and applicable consumer rights.

11. Customer Responsibilities

Customers are responsible for checking their booking confirmation and ensuring that the agreed date, time, duration and studio requirements are correct.

Customers and their attendees must use the studio responsibly, follow any reasonable safety instructions and leave the space in an appropriate condition at the end of the hire period.

Additional costs may arise where damage, exceptional cleaning or other losses are caused by a customer’s actions or failure to follow the agreed arrangements. Any such charge must be reasonable, supported by the circumstances and communicated clearly. It will not be used as an automatic substitute for the cancellation rates set out in this policy.

12. Exceptional Circumstances

We recognise that serious and unexpected events can affect a customer’s ability to attend. If an exceptional situation arises, please contact us and explain the circumstances.

We may consider a change of date, alternative arrangement or discretionary refund where appropriate. Any decision will be made on the facts of the individual case and will not create an automatic entitlement to the same exception in other cases.

Nothing in this section limits rights or remedies that customers are entitled to under applicable law.

13. Liability and Disclaimer

Studio hire is provided for the agreed use and duration stated in the booking confirmation. Customers are responsible for deciding whether the space, facilities and arrangements are suitable for their intended activity before confirming a booking.

To the extent permitted by law, we are not responsible for:

• Losses arising because a customer provides incorrect booking information or fails to check the confirmed arrangements.
• Personal belongings that are lost, misplaced or left unattended at the studio.
• Disruption caused by events outside our reasonable control, where we have taken reasonable steps to manage the situation.
• Losses arising from a customer’s failure to follow reasonable studio instructions or agreed safety requirements.
• Indirect or consequential losses that could not reasonably have been anticipated when the booking was made.

Customers are responsible for ensuring that their activities are appropriate for the space and that attendees behave safely and respectfully. Any responsibility for damage or loss will be assessed according to the circumstances and applicable law.

14. Complaints and Refund Queries

If you believe a cancellation has been assigned the wrong refund rate, or you have not received an expected refund, please contact us with your booking details and a brief explanation.

We will review the booking record, the time your cancellation request was received and the payment information available to us. We aim to acknowledge complaints within 3 working days and provide a substantive response within 10 working days.

If a payment provider or bank is responsible for a delay after a refund has been issued, we will provide the available processing information to help you follow up with them.

15. Consumer Rights

This policy is intended to explain our standard booking arrangements and does not replace any rights you may have under UK consumer protection law.

Depending on how a booking is made, the type of service supplied and the circumstances, statutory cancellation or refund rights may apply. Where those rights provide a more favourable outcome than the standard rates in this policy, the applicable legal rights will take priority.

If you are unsure how the policy applies to your booking, please contact us before making a cancellation decision.

16. Policy Updates

We may update this policy when our booking arrangements or legal requirements change. The version available on our website will apply to new bookings from the time it is published.

For an existing confirmed booking, we will not use a later policy change to remove rights or impose less favourable cancellation conditions retrospectively. The terms communicated and agreed when the booking was confirmed will remain relevant, subject to applicable law.