Refund policy
At See You By The Pool, we put a great deal of creativity, planning and organisation into every event.
Whether we're producing a private celebration, organising a corporate event or hosting one of our own experiences, our aim is to deliver something exceptional.
We understand that circumstances can change. This policy explains how cancellations, refunds and booking amendments are handled.
1. EVENT ENQUIRIES & QUOTATIONS
All initial enquiries are free and carry no obligation to book.
Following a consultation, we will provide a quotation outlining the proposed services, costs, payment schedule and any relevant booking conditions.
A booking is only confirmed once the agreed terms have been accepted, any required deposit has been received and written confirmation has been issued.
2. DEPOSITS & BOOKING PAYMENTS
A deposit may be required to secure your event date and allow planning and preparation to begin.
The deposit amount and payment schedule will be clearly stated in your quotation or booking agreement.
Deposits contribute towards securing suppliers, reserving dates, creative development and administrative work.
If you cancel, we may retain a reasonable amount to cover work already completed and costs or losses reasonably incurred, subject to your statutory rights and the terms of your booking agreement.
Any remaining balance will be refunded where applicable.
3. CANCELLATION BY THE CLIENT
If you need to cancel your event, please notify us in writing as soon as possible.
Cancellation charges will depend on:
- How much notice is provided.
- The planning and creative work already completed.
- Supplier and venue commitments.
- Non-recoverable costs reasonably incurred.
- The terms agreed when confirming your booking.
We will provide a breakdown of applicable cancellation charges and explain any refund due.
We will not impose cancellation charges that are unfair or disproportionate to the losses reasonably arising from cancellation.
4. CHANGES & POSTPONEMENTS
We understand that event plans sometimes change.
If you need to change your event date, location, guest numbers or requirements, please contact us as early as possible.
We will do our best to accommodate changes, subject to availability.
Additional costs may apply where changes involve new supplier charges, additional planning or increased production requirements.
Any additional charges will be discussed and agreed before proceeding.
Where postponement is not possible, the cancellation terms of your booking agreement may apply.
5. CANCELLATION BY SEE YOU BY THE POOL
In the unlikely event that we are unable to deliver an event as agreed, we will contact you as soon as reasonably possible.
Depending on the circumstances, we may offer:
- An alternative event date.
- A suitable alternative arrangement.
- A refund where required by your contract or applicable law.
Any alternative arrangements will be discussed with you before being confirmed.
Nothing in this policy affects your statutory rights.
6. TICKETED EVENTS & EXPERIENCES
See You By The Pool may organise and sell tickets for its own events, parties and experiences.
For leisure events taking place on a specific date or during a specified period, tickets will generally not be subject to the standard 14-day cooling-off period applicable to many online purchases.
However, customers retain their applicable statutory rights.
If an event is cancelled by us: Ticket holders will be entitled to an appropriate refund in accordance with applicable law.
If an event is postponed: Ticket holders will be informed of the revised arrangements and their available options, including any applicable refund rights.
If you can no longer attend: Refunds or transfers will depend on the ticket conditions agreed at purchase and any applicable legal rights.
Any event-specific conditions will be clearly communicated before tickets are purchased.
7. THIRD-PARTY SUPPLIERS
Events may involve external venues, entertainers, caterers, production companies and other suppliers.
Where third-party services form part of your booking, their relevant cancellation conditions will be explained in your quotation or booking agreement.
We will make reasonable efforts to minimise cancellation costs and recover supplier payments where possible.
Our use of third-party suppliers does not remove any legal responsibilities we owe to our customers.
8. CIRCUMSTANCES BEYOND OUR CONTROL
Occasionally, events may be affected by circumstances outside our reasonable control.
These may include severe weather, venue closures, transport disruption, government restrictions or other unexpected events.
Where such circumstances affect an event, we will communicate with clients promptly and work towards a reasonable solution.
The availability of refunds, rescheduling or alternative arrangements will depend on the circumstances, the booking agreement and applicable law.
9. REFUND PROCESSING
Where a refund is agreed or legally required, we will confirm the amount and payment arrangements.
Refunds will normally be issued to the original payment method unless otherwise agreed.
We aim to process agreed refunds promptly, subject to applicable statutory deadlines and payment provider processing times.
10. YOUR STATUTORY RIGHTS
Nothing in this policy excludes or restricts your rights under applicable UK consumer protection legislation.
Where a customer has a legal right to cancel, receive a refund or seek another remedy, those rights will take precedence over any conflicting provision in this policy.
Certain event-planning services booked remotely may be subject to statutory cancellation rights, including a 14-day cancellation period where applicable.
Where a customer requests that services begin during an applicable cancellation period, we will follow the legal requirements concerning express requests, information and any proportionate payment for services provided.
11. CONTACT US
If you have any questions about a booking, cancellation or refund, please contact:
SEE YOU BY THE POOL
Email: cheers@seeyoubythepool.com
Legal business name: See You By The Pool
Business address: Unit 2A Codrington Hill, London, SE23 1LW
Please include your booking reference, event date and relevant details so we can assist you.