Refund Policy
Bookings for The Crawlers are for leisure activities on a specific date and time. Because of this, the statutory 14-day withdrawal period generally does not apply to these bookings under EU consumer law.
Customer cancellations:
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Cancel 24 hours or more before the scheduled start time: full refund, or one free reschedule subject to availability.
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Cancel less than 24 hours before the scheduled start time: no refund.
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No-show: no refund.
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If you arrive late, you may join at a later venue if possible, but no partial refund is given for missed parts of the experience.
Rescheduling
You may request one free reschedule if you contact us at least 24 hours before the scheduled start time, subject to availability. Requests made less than 24 hours before the experience may be accepted at our discretion. If the requested new date is unavailable, this does not create a right to a refund.
Cancellation by The Crawlers
If The Crawlers cancels the experience, you may choose either:
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a full refund; or
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a free transfer to another available date.
If the experience has to be materially changed or cancelled because of unsafe weather, government restrictions, venue closures, public safety issues, or another circumstance outside our reasonable control, we will offer a suitable alternative where possible. If we cancel the experience entirely, you will be offered a refund or reschedule.
Venue refusal or participant removal
No refund is due if a participant is refused entry or removed because of matters within their control, including lack of valid ID, inappropriate dress, excessive intoxication, unsafe or abusive behaviour, harassment, illegal activity, or failure to follow reasonable venue or safety rules.
Refund processing
Approved refunds are returned to the original payment method. Processing time depends on the payment provider and bank.
For dated leisure activities, EU rules expressly provide an exception to the normal cooling-off right where the service is tied to a specific date or period.