Refunds FAQ’s

To date, we have refunded 95% of the cancelled bookings for the last week before Christmas. Refunds can take between 2 to 7 days to appear back into your account.

We have put together a few of the questions asked about refunds. If you have not claimed yours yet, or you think there may be a problem, please fill in the Refund Request Form again.

Refund FAQ

Please CLICK HERE to fill in a form with all the information we need to process the refunds quickly.
Due to the restrictions of GDPR, our booking system does not hold information about the card you used for payment. As such, we have to search for the date and time that the transaction was made. Only the last four digits of the card is stored on the system, and that is the only way we can confirm that we are refunding the right person.
We action the refund on the same day that it comes into our system. Provided the information you supply is correct, a refund will be requested from Square, the Card Processing Company we use for on-line transactions. They will then issue a refund within 2 to 7 working days. (Please bear in mind that there are a few Bank Holidays in there as well). There can be a further delay by your own bank if they do not put the money into your account immediately.
When the refund was processed by us, you should have been emailed a receipt from Square. That will have an Acquirer Reference Number (ARN) on it. You can use that number to track the refund through your own bank.
Please accept our apologies, something may have gone astray. Please fill in another refund request, and we will check on its progress. Please CLICK HERE to fill in the form
We have processed 95% of the refunds to date. We have attempted to contact the remaining customers several times. We would like to finalize the figures by 31st Dec. Any amounts of money still remaining unclaimed after that date will be held for one month, and then donated to our chosen charity for this year, which is The Maidstone and Tonbridge NHS Trust Charity  
Please email us or fill in the refund form. We will then donate that money to The Maidstone and Tonbridge NHS Trust Charity