Murder Mystery Night

Event & Venue Refund Policy – Swansea Albert Hall
This policy applies to all tickets, event bookings, private hires, and corporate reservations at Swansea Albert Hall. By making a booking, customers confirm they have read and accepted these terms.

1. Consumer Rights & Transparency (UK Law Alignment)
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.
Refunds, cancellations, and charges are structured to reflect:
• The timing of cancellation
• Costs already incurred by the venue
• Lost opportunity to resell tickets or rebook the space
All terms are applied fairly, consistently, and transparently.

2. Standard Event Refund Timeframes (Customer Cancellations)
More than 7 days before the event
• A full refund of the ticket or booking price will be issued.
• Booking, transaction, and third-party processing fees are non-refundable, as these are incurred at the time of booking.
Between 7 days and 48 hours before the event
• A partial refund of up to 50% of the ticket or booking value may be issued.
• Refunds in this window are issued at the sole discretion of the venue or promoter, reflecting costs already committed.
• Booking and transaction fees remain non-refundable.
Within 48 hours of the event
• No refunds will be issued.
• This includes non-attendance, late cancellations, or partial attendance.

3. Booking Fees & Transaction Charges
• All booking, administration, and transaction fees are non-refundable unless required by law.
• Fees are charged by third-party payment processors and are not retained by the venue in full.

4. Transfers, Amendments & Resale
• Tickets or bookings may be transferred to another attendee or, where possible, to an alternative event.
• Transfers are subject to availability and venue approval.
• The venue does not guarantee transfers or alternative dates.
• Requests must be submitted to events@albert-hall.co.uk in advance.

5. Event Changes or Cancellations by the Venue
Event cancelled by us
• A full refund of the ticket or booking price will be issued.
• Fees will be refunded only where they have not already been incurred.
Event rescheduled
• Customers will be offered:
o Transfer to the new date, or
o A refund if unable to attend.
• Refunds remain subject to fee exclusions.

6. Third-Party Booking Platforms (DesignMyNight)
• Refunds for bookings made via third-party platforms are governed by:
o This venue policy, and
o The promoter’s published terms.
• Third-party platforms do not control refund decisions.
• Where funds have already been transferred to the venue or promoter, refunds will be issued directly by the venue or promoter, not the platform.
• Customers agree to the promoter’s terms when purchasing tickets via third-party websites.

7. Private Hire & Corporate Bookings
This section applies to room hires, venue exclusives, corporate events, private parties, and large group bookings, whether ticketed or non-ticketed.
Deposits
• A non-refundable deposit may be required to secure private hire or corporate bookings.
• Deposits cover administration, planning time, and holding the date.
Cancellation by the Client
Cancellation Timing Charges
More than 28 days before event Deposit retained; remaining balance refunded
14–28 days before event Up to 50% of total booking value payable
Less than 14 days before event Up to 100% of total booking value payable
Charges reflect staffing, supplier commitments, and lost opportunity to rebook the space.
Minimum Spends & Pre-Ordered Items
• Minimum spends, catering, AV, and pre-ordered items are non-refundable once confirmed.
• Final numbers must be provided by the agreed deadline and will be charged accordingly.
Cancellation by the Venue
• If the venue cancels a private hire booking, all monies paid will be refunded in full.
• Liability is limited to the amount paid; no compensation is payable for indirect losses.

8. Force Majeure & Safety
The venue will not be liable for failure to deliver an event due to circumstances beyond its reasonable control, including:
• Government restrictions or legal requirements
• Extreme weather
• Utility failure
• Safety or security concerns
In such cases, refunds or transfers will be considered fairly and reasonably, in line with consumer law.

9. No-Shows
Failure to attend without prior cancellation is treated as a no-show.
No refunds or credits will be issued.

10. Refund Processing
• Approved refunds are issued to the original payment method.
• Processing times may be up to 7 days, particularly where third-party platforms are involved.
• Transaction and handling fees are refunded only where the service has not already been carried out.

11. How to Cancel or Request a Refund
All cancellation requests must be submitted in writing to:
events@albert-hall.co.uk
Please include:
• Booking reference
• Event date
• Name on the booking