1. About this Policy
This Policy explains what happens if you cannot attend an SPI Event, if SPI cancels or changes an Event, and when a ticket may be transferred to another attendee.
It forms part of the booking contract between you and Spooky Paranormal Investigations Ltd (“SPI”) and should be read with our Terms & Conditions and the information for the particular Event.
Nothing in this Policy affects your statutory consumer rights.
2. If you cannot attend
SPI Events are leisure activities supplied for a specific date or period. The usual statutory 14-day cancellation right for many online purchases therefore does not normally apply to an SPI Event booking. This does not affect any other statutory rights you may have, including rights arising if SPI cancels an Event, makes a material change, or fails to provide the service as agreed.
If you cannot attend, you do not have an automatic right to a refund merely because your personal circumstances have changed.
Please contact SPI before cancelling so that we can confirm the options that apply to your booking. Non-attendance, late arrival or early departure will not normally qualify for a refund, subject always to statutory rights.
3. Changing the attendee
A fully paid ticket may be transferred to another person, provided SPI is notified of the replacement attendee’s required details at least 24 hours before the Event. The replacement attendee must meet all applicable age, accessibility, safety and Event-specific requirements. A transfer is not complete until SPI has confirmed the attendee change. Transfer requests received less than 24 hours before the Event will not be accepted.
Children under 12 cannot attend an SPI Event. A replacement attendee aged 12–17 is only permitted where that particular Event expressly permits guests aged 12–17 and every requirement in Age Requirements at SPI Events is satisfied.
SPI does not facilitate or guarantee a private resale and accepts no responsibility for private payment arrangements.
4. Tickets accepted back for possible resale
SPI is not obliged to accept a ticket back or promise that it can be resold. If SPI expressly agrees to try to resell an unwanted ticket and genuinely mitigates its loss, SPI may consider an appropriate refund based on the value actually recovered, less reasonable direct costs, and in accordance with consumer law.
5. Cancellation by SPI
If SPI cancels an Event and does not provide it, you will normally be offered a new date, an alternative Event, optional SPI credit or a monetary refund, depending on the circumstances and subject to your statutory rights.
Where a monetary refund is due, it will cover amounts paid to SPI for the affected ticket and any mandatory SPI booking charge attached to that ticket. It does not include the price of a separate optional third-party product.
6. Date, Venue and other Event changes
A change to another calendar date will normally be treated as a material change. Moving the Event to a substantially different Venue or building will also normally be treated as a material change.
Minor changes to the running order, groups, equipment, activities or investigation areas are not automatically material. However, loss of a major advertised investigation area or activity may be material depending on the nature of the change, the information provided before booking and its significance to the Event purchased.
Where SPI makes a material change, SPI will explain the available lawful options, which may include a new date, an alternative Event, optional SPI credit or a monetary refund depending on the circumstances.
7. Refund timing
Once SPI has confirmed that a monetary refund is due, SPI will initiate it as soon as reasonably possible and normally within 14 days, unless the law requires it sooner. Your bank or payment provider may take additional time to display it.
8. Ticket Tailor and optional Refund Protection
Ticket Tailor provides SPI’s ticketing platform. Refund Protection, including XCover where offered at checkout, is an optional and separate third-party product with its own terms and claims process. SPI does not assess or decide claims under that product.
Refund Protection does not replace your statutory rights or SPI’s obligations if SPI cancels or materially changes an Event.
9. Travel, accommodation and other losses
Guests normally arrange travel, accommodation, parking and time away from work separately and at their own risk. SPI will not normally be responsible for those separately arranged costs, except for losses for which SPI is legally responsible.
10. Payment disputes and chargebacks
Please contact SPI first if you believe a refund is due. Nothing in this Policy prevents a lawful chargeback or payment dispute, including for an unauthorised transaction or where a paid service was not delivered.
SPI may provide booking, attendance and communication records to a payment provider when responding to a dispute. SPI may take proportionate lawful action where a chargeback is fraudulent or demonstrably unjustified.
11. Optional SPI credit
SPI may offer credit as an optional resolution. You do not have to accept credit instead of a monetary refund where the law gives you the right to that refund. Any expiry or Event restrictions will be explained before you choose it.
12. Contact SPI
Contact SPI before cancelling, requesting an attendee change or disputing a refund decision through the Contact SPI form or by email at hello@spookypi.co.uk.
Complaints may be made under the Complaints Procedure.