Cancellations:

We have two main cancellation policies which are in force [ unless otherwise agreed in writing].
To notify Player Ready that you need to cancel and/or amend a booking.

Then you can do this by several methods such as Email, Live Chat on our website player-ready.co.uk, Telephone (including leaving a Voice Mail).

All branches can be contacted by email at: enquiries@player-ready.co.uk .

Small Groups – Under £100 or upto 4 players:

A full refund or future credit (Gift Card) is issued when a cancellation request has been received (Telephone call, Voicemail, Live Chat Message, Email or in-person) at least 48 hours before the activity start date/time.

When notice is less than 48 hours’ (from scheduled start date/time of activity) then only a Gift Card can be issued.

With less than 24 hours this is at the discretion of Head Office.

Same day cancellations will result in no refund unless in exceptional circumstances and approved by head office.

Partial Cancellations: Reduction in number of players and length of booking will be treated in the same terms as above.

Groups:

Parties & Large Bookings (over £100 total) that cancelled with more than 14 days’ notice can receive a full cash refund (back to the original payment method) or opt to rebook or have a Gift Card.
Parties includes Bronze, Silver, Gold, Custom Parties, Team Builders & Private Events and includes all groups or sales larger than £100.00 or more than 5 players.

When parties/group bookings are cancelled with less than 7 days’ notice before the start date/time of said party/group booking. In these circumstances, then the customer will receive their deposit as a refund as a Gift Card with no option of a cash refund.

Where a full balance has been already paid the full balance will be refunded to a Gift Card.

The customer may then opt in these circumstances to request the difference between the full balance and deposit, to be refunded to their payment method while the deposit remains on the Gift Card.
This amount is calculated by using the formula [full balance minus deposit (min 25%)].

This must be requested in writing to enquiries@player-ready.co.uk .

Any Gift Cards issued can be used in-store or online to rebook the same or any other activity as full or part payment and will be valid for 12-months from date of issue.
Any bookings where no notice is given will forfeit their deposit fully with no recourse to any refund.
Partial Cancellations such a reduction in number of players, type of party or length of booking will be treated in the same terms as above.

Cancellation by Player Ready

Where your cancellation is a result of action by Player Ready such as a significant delay to your planned start time (more than 90 mins) or a significant change to the schedule date/time or activity we can provide you. Or for any other reason such as events outside our control including acts classed as force majeure.
In this event the customer will have the choice of rebooking or a full refund or Gift Card.
Where part of an activity has been delivered, then a partial refund will be made instead of a full refund.

For example if a two-hour party was interrupted after 1 hour by a power outage or massive technical failure. A 50% refund would be offered as a cash/card refund but as a good will gesture the rest may be offered as a Gift Card.

Refunds onto Cards

Refunds can only in normal circumstances be refunded onto the same card used online or in-store apart from in exceptional circumstances.
Refunds onto card are initiated by Player Ready through our online provider powered by Stripe and/or Square and the total time depends on their systems and external factors such as Bank Holidays.
In some circumstances you may receive refund in multiple parts / stages to match how you paid.

Refunds can take 5-14 days to appear on your bank account and we cannot ask for progress from either Stripe or Square platforms until at least 7 clear working days from the first working day after it was initiated.

Physical Cash Refunds

Where cash has been used for payment a cash refund can be arranged. However, stores keep a limited amount of cash in premises each night. For a large cash refund this maybe by appointment where we can logistically ensure cash is available.

In some circumstances the company can also arrange a Bank Transfer refund to an account matching the booking holder’s name.

Refunds Due to Complaints:

Like everything in life sometimes stuff can go wrong which was unpredictable and outside our control or did not live upto your expectations and our normal high standards.

We always take any negative experience VERY seriously and you can send our Head Office an email at feedback@player-ready.co.uk to discuss any matter which may or may not result in compensation in the form of a full refund, partial refund, gift card or any other suitable remedy.

Under normal circumstances no refund or compensation will be offered which is greater than the sum of the original booking.

Any questions about this entire policy should be directed to feedback@player-ready.co.uk your statutory rights are not affected.

Ready (ICT) Ltd - VAT: GB444791960
Company # 13946359 - Registered Office: 483 Green Lanes, London, N14 4BS