Cancellation Policy
How to cancel a class, when credits are returned, and what happens if you paid by card.
The main rules at a glance
The detailed policy is below, but these are the points most parents need.
Booked with credits
Cancel more than 24 hours before class and your credit is normally returned with a new 12-week expiry.
Dated class paid by card
Card bookings for a specific dated class are not usually refundable when you cancel, but Amy may offer a class credit at her discretion. Gift purchase cancellation is explained below.
We cancel
If Splat Messy Play cancels a class, we will offer a fair option such as a transfer, credit or refund.
Cancelling a class booked with credits
If you booked using a Class Pass credit, cancel more than 24 hours before the class starts and a returned credit with a new 12-week expiry will normally be added to your Class Pass.
If you cancel within 24 hours of the class starting, the credit is normally used and will not be returned. This is because your space has been held and it may be too late for another family to book.
Cancelling a class paid by card
If you paid by card for a single class and then choose to cancel, the booking is not usually refundable.
You can still get in touch with Amy. Where it is practical and fair, she may offer a transfer or a class credit, especially if there is plenty of notice or there are exceptional circumstances.
Refunds to card are not automatic for customer cancellations because class spaces are limited and your booking reserves a place for that specific date.
Class Passes
Class Passes can be used for eligible regular classes while the pass is valid. Each class booked with a pass uses one credit.
You may cancel an unused Class Pass within 14 days of purchase for a refund. If you have already used one or more credits, Amy will review any refund under the applicable legal rules. There is no automatic deduction per credit for statutory cancellation. Gift purchase cancellations follow the separate gift section above, even after claim.
After the ordinary cancellation period, we don't normally refund a Class Pass simply for a change of mind, although Amy may consider exceptional circumstances. Statutory rights, including any lawfully extended cancellation period, are unaffected.
If Splat Messy Play cancels a class
If we need to cancel a class because of illness, venue issues or circumstances outside our control, we will offer a suitable option. This may include:
- a transfer to another suitable class,
- a class credit, or
- a refund to the original payment method where appropriate.
If you paid using a Class Pass, we will normally return the credit to your pass.
If you paid by card and a refund is agreed, it will be processed back to the original payment card.
Late arrivals and missed classes
If you arrive late, you are still very welcome to join the remaining class time, but we cannot offer a partial refund.
If you do not attend a booked class and have not cancelled in advance, we cannot usually offer a refund, transfer or class credit.
Sibling bookings
Sibling places are linked to the original booking. If a booking is cancelled, any sibling place will be handled in line with the same cancellation timing and payment method.
Cancelling a Splat gift purchase
Buying a Splat gift is different from booking a class on a particular date. If you buy a gift online, you can normally cancel your purchase without giving a reason within 14 days after the day you buy it. The period starts the day after the paid contract is formed, normally when payment is confirmed, even if delivery is arranged for later. Emailing the gift or claiming it does not automatically end this right.
Tell Amy you want to cancel by emailing amysfc@splatmessyplay.co.uk. Any clear message is enough. Please include your gift reference if you have it, but you do not need a reference, an account or a reason to cancel. You can use the optional model cancellation form or send any other clear message. A request sent before the deadline counts even if Amy reads it later. Email Amy.
We will refund any amount due to the buyer's original payment method, without a refund fee, without undue delay and no later than 14 days after receiving your cancellation notice. A cancelled and refunded gift, including remaining credits, cannot be used. If classes have already been attended, any charge must satisfy the applicable legal rules; we won't automatically deduct a price per credit.
After the cancellation period, we don't normally offer a refund simply for changing your mind. This doesn't affect your statutory rights if something goes wrong or we're unable to provide the classes. If required cancellation information was missing, the cancellation period may be extended by law.
If you'd rather use the optional cancellation form, find it in our terms. A simple email to Amy is enough to cancel.
Need help with a cancellation?
Contact Amy as soon as possible if you need help with a cancellation, transfer or credit.