Refund & Cancellation Policy

Last Updated: October 24, 2025

1. Free Ticket Cancellations

1.1 Cancellation Terms

Free tickets can be cancelled or rescheduled at no charge, subject to availability. Since tickets are complimentary, no refunds are applicable.

1.2 How to Cancel

• Cancellations can be made up to 24 hours before your visit
• Contact us via email: [email protected]
• Or call: +44 333 772 0020
• Provide your booking reference number

1.3 No-Show Policy

• Failing to arrive for your booking may result in restrictions on future bookings
• Repeated no-shows may lead to booking privileges being suspended

2. Restaurant Reservation Cancellations

2.1 Cancellation Timeline

• 24+ hours notice: Full cancellation with no charge
• 12-24 hours notice: May incur £20 per person cancellation fee
• Less than 12 hours: May incur £40 per person cancellation fee
• No-shows: Subject to full reservation charge (up to £75 per person)

2.2 Special Events & Group Bookings

Special events, private dining, and group bookings (8+ guests) may have different cancellation terms. These will be communicated at the time of booking.

3. Authorization Holds

3.1 Verification Process

All bookings require a £0.00 card authorization for verification purposes:

• This is NOT a charge - no funds are deducted
• The authorization verifies that your payment method is valid
• Authorization is released immediately after verification
• Authorization hold may appear on your statement for 1-3 business days

3.2 Payment Card Requirements

• Valid credit or debit card required
• Card must be in the name of the person booking
• Prepaid cards may not be accepted

4. Modification of Bookings

4.1 Changing Your Booking

You may modify your booking subject to availability:

• Changes must be made at least 24 hours in advance
• Modifications are subject to availability
• Contact us to request changes

4.2 Date & Time Changes

• Free tickets: Can be rescheduled once, subject to availability
• Restaurant bookings: Can be rescheduled with 24+ hours notice
• Same-day changes are not guaranteed

5. Weather-Related Cancellations

• The outdoor terrace may close due to adverse weather
• Indoor areas remain accessible
• No refunds or compensation for weather-related terrace closures
• Safety is our priority - we reserve the right to close areas as needed

6. Sky Garden Closures

6.1 Planned Closures

Sky Garden may close for:

• Private events
• Maintenance (typically first Monday of each month)
• Public holidays (Christmas Day, Boxing Day)

6.2 Emergency Closures

In case of emergency closures, we will:

• Contact you via email or phone as soon as possible
• Offer alternative dates
• Provide full refund if applicable

7. Refund Processing

7.1 Processing Time

• Authorized refunds processed within 5-7 business days
• Refunds issued to original payment method
• Bank processing may take additional 3-5 business days

7.2 Refund Eligibility

Refunds are only issued when:

• Sky Garden cancels your booking
• You cancel within the allowed timeframe
• Service was not provided as booked

8. Complaints & Disputes

If you're not satisfied with our service:

• Contact us within 14 days of your visit
• Email: [email protected]
• We aim to respond within 48 hours
• Disputes will be handled in accordance with UK consumer law

9. Contact for Cancellations

To cancel or modify your booking:

Email: [email protected]
Phone: +44 333 772 0020
Hours: Mon-Fri: 9am-6pm GMT

Please have your booking reference number ready.