Neo's Neverland Cancellation Policy
Effective Date: 08/06/2025
Website: www.neosneverland.co.uk
We understand that life can be unpredictable, and sometimes plans change. At Neo’s Neverland, we aim to be as fair as possible to all our customers while maintaining the smooth operation of our services. This Cancellation Policy applies to all bookings and services, including private hire sessions, walk-in Thursdays, pick-up and playdates, and special events.
1. General Cancellation Terms
Cancellations must be made at least 24 hours prior to your scheduled booking time to qualify for a refund or reschedule.
Cancellations made within 24 hours of your appointment will be non-refundable.
No-shows will not be refunded or credited.
2. How to Cancel
Cancellations can be made by email, or through direct message via our social media (if previously agreed as a method of contact).
3. Refunds and Rescheduling
Eligible refunds will be processed within 5–10 business days.
If preferred, you may reschedule your booking instead of requesting a refund, subject to availability.
4. Weather and Emergency Cancellations
In the event of severe weather or any unforeseen emergency that affects park safety or accessibility, we reserve the right to cancel or reschedule bookings.
If we cancel a session, you will be given the option to reschedule or receive a full refund.
5. Group Bookings and Special Events
Group bookings or events may require 48 hours’ notice for cancellation due to preparation and staffing needs.
Deposits for special events are non-refundable unless otherwise stated at the time of booking.
6. Late Arrivals
Arriving late does not entitle you to extra time or a refund. Please arrive promptly to ensure you get the most out of your booking.
7. Repeated Cancellations or No-Shows
Customers who frequently cancel last-minute or fail to show up may be asked to prepay future bookings or may be restricted from booking certain services.
By booking any service, you acknowledge and accept the terms of this Cancellation Policy. For further clarification or questions, feel free to contact us via our website at www.neosneverland.co.uk.
Thank you for your understanding and cooperation!