PORT SOUNDS
Cancellation & Refund Policy
We understand that event plans can change. This policy explains when a confirmed performance booking can be cancelled, how refunds are calculated, and what happens when a booking is changed close to the event date.
01. Cancellation Eligibility
A cancellation can be requested once a booking has been confirmed. Cancellation requests must be sent to PORT SOUNDS using our official contact details so that the request can be recorded against the relevant booking.
The refund amount depends on how many full days remain before the scheduled performance. The cancellation period is calculated from the time we receive your cancellation request to the scheduled start time of the performance.
The refund scale applies to the amount actually paid for the affected service. Any separate arrangements specifically agreed in writing for a particular booking will take priority where applicable.
02. Refund Scale
We use a simple stepped refund system so that the amount available for a refund is clear before you request a cancellation.
| Cancellation Time | Refund | How It Applies |
|---|---|---|
| 5 days or more before performance | 100% | Full refund of the amount paid for the cancelled service. |
| 3–4 days before performance | 80% | 80% of the amount paid for the cancelled service. |
| 1–2 days before performance | 40% | 40% of the amount paid for the cancelled service. |
| Less than 1 day before performance | 0% | No refund is available for a cancellation made within 24 hours of the scheduled start time. |
Example: If your performance is scheduled for Saturday and we receive your cancellation request no later than the relevant cancellation deadline, the refund percentage will be determined by the number of full days remaining before the scheduled performance.
03. Cancellation Requests
To cancel a booking, please contact us as soon as you know that the performance is no longer required. The cancellation time is based on when the written request reaches us, rather than when you first decide to cancel.
We recommend keeping the confirmation of your cancellation request until we have acknowledged it. We will normally acknowledge a cancellation request within 2 working days.
- Send the request in writing.
- Include the booking details.
- State the requested cancellation.
- Allow up to 2 working days for acknowledgement.
- Refunds follow the applicable cancellation tier.
04. Non-Refundable Cases
A booking is not eligible for a refund where the cancellation request is received less than 24 hours before the scheduled performance start time. In this situation, the applicable refund amount is 0%.
A refund is also not available where the agreed service has already been completed, where the customer has confirmed that the service has been provided, or where the amount relates to a service that has already been delivered.
Where a customer does not attend, is unavailable for an agreed consultation, or does not provide the information reasonably required to arrange the confirmed service, this does not automatically create a right to a refund.
Where a booking is cancelled after the applicable service has already started, no refund is available for the portion of the service already provided.
05. Date Changes
If you cannot attend or proceed on the original date, you may contact us to ask whether the booking can be moved to another date.
Requests to change the date should ideally be made at least 5 days before the scheduled performance. A new date is not guaranteed and depends on performer availability.
If the new date can be accepted, we will confirm the revised arrangement with you. If the new date cannot be accommodated and you choose to cancel, the standard cancellation scale will apply based on the timing of the cancellation request.
06. Service Changes
Changes to the event location, performance duration, performer format or other important requirements may affect the original quotation.
Please tell us about any significant changes as soon as possible. We will review the new requirements and confirm whether the existing arrangement can continue or whether a revised quotation is needed.
A change to the service is not automatically treated as a cancellation. If the revised arrangement cannot be provided and the booking needs to be cancelled, the applicable cancellation terms will be used.
07. Payment & Refunds
Payment arrangements are confirmed after the service requirements have been reviewed and the booking details have been agreed.
Payment information and booking instructions are provided through our official communication channels after the relevant service arrangements have been confirmed.
Available payment methods may vary depending on the service arrangement and customer requirements.
Where a refund is approved, it will normally be returned using the same payment method used for the original payment, where that method allows this. If another arrangement is required, we will contact the customer before processing the refund.
08. Refund Timing
Once a refund has been approved, PORT SOUNDS will normally arrange the refund within 5 working days.
After the refund has been processed, the time for the funds to appear in the customer’s account depends on the payment method and the relevant financial institution. In normal circumstances, customers should allow up to 10 working days after the refund has been processed for the funds to appear.
Expected timeframe: Refund approved → processed within 5 working days → normally received within up to 10 working days after processing.
If the refund has been confirmed as processed but has not appeared after 10 working days, please contact us so that we can check the refund details.
09. Circumstances Beyond Our Control
We will make reasonable efforts to provide the confirmed service as agreed. However, circumstances outside our reasonable control may affect an event or performance arrangement.
This may include unexpected venue restrictions, changes to venue access, significant changes to the event arranged by the customer, or other circumstances that make the agreed performance arrangement impractical.
Where such circumstances affect a confirmed booking, we will communicate with the customer as soon as reasonably possible and discuss an available alternative where one can reasonably be arranged.
Where a suitable alternative cannot be arranged, any refund will be considered based on the circumstances of the booking and the amount of service already provided.
Nothing in this policy is intended to remove or limit any rights or protections that cannot legally be excluded under applicable UK law.
10. Customer Responsibility
Customers are responsible for providing accurate booking information and letting us know promptly if anything changes.
Customers should also make sure that the venue, access arrangements, agreed performance area and event schedule are suitable for the confirmed service.
We cannot guarantee that a requested date change, performer change, performance format or additional requirement will be available. Any change must be agreed before it becomes part of the confirmed booking.
Refunds cannot be increased beyond the applicable cancellation tier simply because an alternative arrangement was not available.
11. Contact
For cancellation requests, refund questions, date changes or booking queries, please contact us using the details below.