Booking, Changes or Cancelling
Find out about the process & policies for booking, changes and cancellations to the activities you book with us.
Booking & Payments
Booking Process
Bookings are taken on the basis that they are made by an Organiser - that’s one main contact person in your group.
When you make a booking and acknowledge via email that you would like to proceed with the booking we will take an estimate of group numbers and make the reservations for you.
Once we confirm your booking by sending a confirmation email to you, you can consider it confirmed.
Deposits And Payment
Confirmation & Deposit
A non-refundable holding fee of two person’s full payment is required within 5 days of your booking being confirmed. Your confirmation email will indicate the total price of your booking, the balance due and the balance due date. The balance must be paid no less than 6 weeks prior to the commencement date of your hen party activities.
6 Weeks Prior - Paying the balance
The balance must be paid no less than 6 weeks prior to the commencement date of your hen party activities.
All payments after the payment deadline are subject to an administration charge of £5 until 4 weeks prior to the commencement date of the activities, at which point the Changes & Cancellation policy applies.
4 Weeks Prior - Finalising the booking
Final numbers for your booking will be determined by the total number of people paid in full as at the date 4 weeks prior to the booking commencing (or any other final balance date specified).
If you are booking within 4 weeks of your commencement date then the total price shall be payable at the time of booking and numbers will be confirmed at the point at which we accept your booking and receive payment.
If payment is not be received by us in time, we will inform the Organiser that the payment is overdue. If you do not then make payment within 3 days we will notify the suppliers of the activities, who will be entitled to treat your booking as cancelled by you and instruct us to retain monies paid.
Further Details
The Organiser should have the authority to deal with us on your behalf of the whole hen party group. If for any reason there is a change in the Organiser, you should notify us in writing immediately. The Organiser is responsible for the booking and for ensuring that all monies due for a booking are collected and paid on time by the members of the group.
The Organiser assumes all responsibility to settle the balance of the invoice for a confirmed booking before the final balance due date.
The Organiser is responsible for ensuring that other members of his/her party are aware of these Terms and Conditions and that they consent to him/her acting on their behalf in dealings with us.
Please check your booking confirmation email together with all other documents we send you, as soon as you receive them. Contact us at once if any information appearing on the confirmation or any other document appears to be inaccurate or incomplete as it may not be possible to make changes at a later date. If we are not notified of any inaccuracies in any of our documentation within 24 hours of our sending it, we regret that we cannot accept any responsibility. We will do our best to rectify any inaccuracies notified outside these time limits, you will be responsible for any costs and expenses involved in doing so.
Unless you advise us to the contrary we will assume that every member of your group is over 18 years of age prior to the date of the event. If this is not the case and some members of your party do not fall into this age category, please check with us that the events you book can accommodate the younger members of your party. If this is not checked prior to your booking and you encounter problems during your arrangements, we cannot be held liable.
Payments can be made using our online payment platform. We accept valid credit or debit card, bank transfer, or payment via PayPal. All prices are inclusive of value-added tax or similar sales tax. All payments shall be in GBP.
Sometimes different payment terms will apply to secure a booking with a particular activity. This will be communicated to you prior to you having your booking confirmed. This is necessary as in some cases where we are sourcing a particularly popular Provision, you will need to make a more significant financial commitment to the provider.
Making changes to your booking
If you wish to change your booking in any way, you must inform us in writing as soon as possible. Although we cannot guarantee that changes can always be made due to availability at the time and the booking conditions of suppliers we will try to help and accommodate your requests. Any change to your start date, destination or activities will apply to all members of your group.
The Organiser should notify us in writing as they can with any requests to alter, change or cancel once the booking has been confirmed. All changes requests will be confirmed back to the Organiser in writing and will take effect at the time we receive the request from the Organiser. Verbal alternations and/or cancellations cannot be accepted.
Amendment Fees
We cannot guarantee that we/the supplier will be able to meet any requests made to alter or change the booking and we will try to see if this is possible for you. Where we can make the alteration/change requested, you will be required to pay an amendment fee (detailed below) and any costs we incur in making these for you, including supplier costs. These costs are likely to increase the closer to the start of your Provision date, so please ensure that you notify us as soon as possible. Hens with Heart reserves the right to apply these amendment fees retrospectively.
| Timeframe | Fee for successful change | Amendment type |
|---|---|---|
| After deposit paid | £30 | Change to date Change to timings |
| 4-6 weeks prior to start date | £30 | Change to date Change to timings (change to numbers incur the £5 late payment fee) |
| 2-4 weeks prior to start date | £45 | Change to date Change to timings Change to group number - addition or reduction of attendees |
| Less than 2 weeks before start date | No changes possible & cancellation policy applies |
In some cases, the price of your booking depends on the number of people booked. If extra people are added to the booking, the price will be reworked on the basis of the new number of people going and we will send you a new confirmation. You will be required to pay the increased price.
Cancelling Your Booking
Cancellations by You
If you wish to cancel all or any part of your booking, the Organiser should advise us immediately in writing by email. The Organiser has the right, as agent for the remaining members of the group, to cancel the arrangements for all members of the group. Please note that, in all circumstances, the non-refundable deposit paid will be lost.
Cancellations can only be made in accordance with our terms and conditions which are based on the scale shown below:-
Number of weeks before the date your booking commences that we are notified of cancellation.
Amount you must pay to us (please also note that the non-refundable deposit will be lost):
More than 6 weeks: Nil
Less than 6 weeks and more than 2 weeks: 25% of the total cost of the booking in question
Less than 2 weeks: 100% of the total cost of the booking in question
Please note: These timeframes exclude the non-refundable deposit paid, which will be lost.
Suppliers may need to amend their pricing where any cancellation or change reduces the number of full paying party members below the number on which the price, number of free places and/ or any concessions agreed for your booking were based.
If anyone included within your booking is unable to attend, you may be able to transfer the place on the booking to someone else/other people. We must receive this information at least seven days before the commencement date of the booking. If the change can be made any amendment and/or any extra costs incurred as a result of the change, must be paid by you or the relevant member of the party. If you cannot fill the place of any person cancelling you may have to pay additional supplements.
Changes And Cancellations By Us (Or An Applicable Supplier)
Whilst we and your suppliers always endeavour to avoid changes and cancellations, we and they must reserve the right to do so as we occasionally have to make changes to and correct errors in our website and/or documentation or other literature we produce both before and after bookings have been confirmed. Supplier(s) may make a change to or cancel confirmed bookings.
All of our arrangements are planned in advance using independent suppliers over whom we have no direct control. The vast majority of changes made by suppliers are minor, for example, a change in the starting time of your confirmed activity(ies); a change in the venue at which any activity you have booked is to take place (where the activity itself has not changed); a change of accommodation to accommodation of the same or higher standard within the same destination city.
In extremely rare circumstances suppliers may make a significant change or cancellation to a confirmed booking. If this happens, we will tell you as soon as the supplier makes us aware of the situation. If there is time to do so before departure, we will offer you the choice of the following options:
Accept the changed Provisions
We will suggest alternative Provisions of a similar standard to that originally booked which you may choose to book instead
Cancel or accept the cancellation in which case we will pass on from the applicable supplier(s)a full refund of all monies you have paid to us relating to the cancelled or amended Provision(s).
Please note the above options are not available where any change made is a minor one.
No liability beyond offering the above-mentioned choices can be accepted where changes or cancellations are made as a result of unusual and unforeseeable circumstances beyond our or any applicable suppliers’ control, the consequences of which could not have been avoided even with all due care; or where cancellations are made because the minimum number of persons required to operate the Provisions you have booked has not been reached.
No liability will be accepted and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these terms and conditions entitling the supplier to cancel (such as paying on time) or if the change made is a minor one.
Weather Conditions
As you will appreciate, we have no control over the weather. Unfortunately, there is always the risk that you may be unable to take part in weather-dependent activities due to poor weather. If this occurs, you will not be entitled to change or cancel your Provisions without paying suppliers’ normal charges. You will not be entitled to the options set out in clause 7. We will do our best to provide a refund of the specific Provisions, where the Supplier permits this and is willing to accommodate it.