Refund Policy

This Refund Policy outlines the terms and conditions for cancellations and refunds for events and services provided by primolla.org. We strive to be fair and transparent in our refund procedures while maintaining the viability of our events. Please read this policy carefully before making a booking.

1. General Refund Principles

primolla.org is committed to customer satisfaction. We understand that circumstances change, and we aim to accommodate reasonable cancellation requests. However, because we plan events based on confirmed bookings and incur costs in advance, our ability to provide refunds depends on the timing of your cancellation.

2. Customer-Initiated Cancellations

2.1 Cancellation Timeline and Refund Amounts

Cancellation Timeframe	Refund Amount	Processing
More than 14 days before event	100% full refund	No cancellation fee
8-14 days before event	75% refund	25% administrative fee applies
4-7 days before event	50% refund	50% cancellation fee applies
1-3 days before event	25% refund	75% cancellation fee applies
Less than 24 hours before event or no-show	No refund	Full amount forfeited

2.2 How to Request a Cancellation

To cancel your booking and request a refund:

• Email us at [email protected] with your booking reference number
• Include your full name, event name, and date
• Provide a brief reason for cancellation (optional but appreciated)
• Requests must be submitted in writing; phone cancellations are not accepted

Cancellation requests are processed based on the date and time we receive your email, not when you experience the circumstance requiring cancellation.

2.3 Refund Processing Time

Once your cancellation is approved:

• We will send email confirmation within 2 business days
• Refunds are processed within 5-10 business days
• Funds typically appear in your account within 5-10 business days after processing
• The total timeframe may be up to 20 business days depending on your financial institution
• Refunds are issued to the original payment method used for booking

3. No-Show Policy

If you cannot attend an event, you must cancel according to the procedures outlined above. Simply not showing up is not acceptable and prevents us from offering your spot to others on waiting lists.

3.1 Late Arrival

Events begin promptly at the scheduled time. If you arrive more than 15 minutes late:

• You may not be admitted, depending on event type and disruption to other participants
• No refund will be provided for late arrivals who are not admitted
• We recommend arriving 10-15 minutes early

4. primolla.org Event Cancellations or Changes

4.1 Event Cancellation by primolla.org

If we must cancel an event due to circumstances within our control, you will receive:

• Full 100% refund of your booking fee
• Email notification as soon as possible, typically at least 48 hours in advance
• First priority booking for rescheduled dates (if applicable)
• Option to receive credit toward future events instead of refund

4.2 Force Majeure Cancellations

If an event is cancelled due to circumstances beyond our reasonable control (force majeure), including but not limited to:

• Natural disasters (severe weather, floods, earthquakes)
• Public health emergencies or pandemics
• Government restrictions or venue closure mandates
• Terrorism, war, or civil unrest
• Venue emergencies (fire, structural damage, utility failure)

You will receive:

• Full credit toward future events (valid for 12 months), OR
• Full refund if you prefer not to use event credit
• We are not liable for any additional costs you may have incurred (travel, accommodation, etc.)

4.3 Significant Event Changes

If we make significant changes to an event (date, time, venue, or format changes exceeding 2 hours or different date), you may:

• Accept the changes and attend the modified event
• Cancel with full refund if the changes don't suit you
• Transfer your booking to an alternative event of equal or lesser value

Minor changes (slight timing adjustments, venue room changes within same building, facilitator substitutions) do not qualify for refunds.

5. Transferring Your Booking

5.1 Transfer to Another Person

If you cannot attend but know someone who can take your place:

• You may transfer your booking to another person at no charge
• Transfers must be requested at least 48 hours before the event
• The replacement attendee must meet age and eligibility requirements
• Email us with both your details and the new attendee's full information
• The original booker remains financially responsible for the booking

5.2 Transfer to Different Event Date

Subject to availability, you may transfer your booking to a different date of the same event type:

• Transfers requested more than 7 days in advance: No fee
• Transfers requested 3-7 days in advance: £10 administrative fee
• Transfers requested less than 3 days in advance: £25 administrative fee
• Only one transfer per booking is permitted
• Subject to availability; not guaranteed

6. Special Circumstances

6.1 Medical Emergencies

We understand that genuine medical emergencies occur. If you must cancel due to serious illness or injury:

• Contact us as soon as reasonably possible
• Provide medical documentation (doctor's note, hospital admission papers)
• We will review on a case-by-case basis and may offer full or partial refund outside normal timelines
• This provision applies to your own medical emergency or that of an immediate family member

6.2 Bereavement

In the event of a death in your immediate family:

• Contact us with details and documentation
• We will provide full refund regardless of timing
• Alternatively, we can hold your booking as credit indefinitely for future use

6.3 Military Deployment or Emergency Service Duty

If you are called to active duty or emergency service after booking:

• Provide official deployment or duty orders
• Receive full refund or indefinite event credit

7. Group Bookings

Different terms may apply to group bookings (5 or more people):

• Group booking terms are specified in separate group booking agreements
• Generally, group bookings require longer cancellation notice
• Partial group cancellations may be subject to different refund calculations
• Contact us directly for group booking cancellations

8. Season Passes and Multi-Event Packages

8.1 Unused Events

For multi-event packages or season passes:

• Cancellation must occur before attending any events in the package
• Once you attend one event, no refund available for remaining events
• Individual events within packages cannot be refunded separately
• Package transfers to another person may be permitted (contact us)

8.2 Partial Use

If you have attended some but not all events in a package and wish to cancel:

• No refund for packages where any events have been attended
• Remaining events may be transferred to another eligible person

9. Refund Exceptions and Exclusions

Refunds will NOT be provided in the following circumstances:

• Dissatisfaction with event content, facilitators, or other participants (unless event fundamentally failed to deliver advertised service)
• Personal schedule changes, work commitments, or conflicting social plans
• Transportation issues, traffic delays, or difficulty finding parking
• Weather conditions that do not prevent the event from occurring
• Minor inconveniences or complaints that do not constitute material breach
• Change of mind without valid reason within non-refundable timeframes
• Failure to read event descriptions, terms, or policies

10. Complaints and Disputes

10.1 Event Quality Complaints

If you attend an event and feel it did not meet advertised standards:

• Report issues to event staff immediately if possible
• Submit written complaint within 48 hours of event conclusion
• Include specific details about what was inadequate
• We will investigate and respond within 5 business days
• Remedies may include partial refund, event credit, or complimentary future event

10.2 Dispute Resolution

If you disagree with a refund decision:

• Request escalation to our Customer Service Manager
• Provide all relevant information and documentation
• We will conduct an independent review
• Final decision will be communicated within 10 business days

10.3 Consumer Rights

This Refund Policy does not affect your statutory rights under UK consumer protection law. If you believe your consumer rights have been violated, you may contact Citizens Advice or your local Trading Standards office.

11. Payment Method Specifics

11.1 Credit/Debit Card Refunds

• Refunds issued to the original card used for payment
• If card has expired, contact your bank to update details
• Processing time depends on your card issuer

11.2 Third-Party Payment Platform Refunds

• Refunds through PayPal, Apple Pay, Google Pay, etc. returned to original account
• May be subject to third-party platform processing times
• Platform fees (if any) are non-refundable

11.3 Gift Certificate or Credit Redemptions

• Refunds for bookings made with gift certificates or credits will be issued as new credit
• Credits cannot be exchanged for cash
• Credit expiration dates will be extended appropriately

12. Promotional Offers and Discounts

Bookings made using promotional codes, discount vouchers, or special offers:

• Refunds calculated based on the amount actually paid, not original full price
• Promotional codes cannot be reused if you cancel and rebook
• Time-limited promotional offers expire as stated, even if event is rescheduled

13. Modifications to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The policy version in effect at the time of your booking applies to that booking. We will notify registered users of significant policy changes via email where practical.

14. Contact Information for Refunds and Cancellations

15. Acknowledgment

By completing a booking with primolla.org, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy forms part of our Terms and Conditions and is legally binding.

Thank you for choosing primolla.org. We appreciate your understanding of our refund procedures and look forward to welcoming you to our events.