Event Ticket Refund & Cancellation Policy

Change-of-mind refunds

Unless different terms are clearly stated for a particular event, Betrothed offers customers the option to request a refund up to 7 days before the scheduled event date.

Refund requests must be received before the applicable deadline.

For The Betrothed Prelude on Friday 14 August 2026, the standard refund deadline was 11:59pm on Friday 7 August 2026.

After the applicable refund deadline, customers do not have an automatic right under this policy to a refund because they:

• change their mind
• are no longer able to attend
• make alternative plans
• arrive late
• fail to attend the event

Tickets for leisure events taking place on a specific date are generally excluded from the usual 14-day statutory cooling-off period applicable to many online purchases.

Tickets purchased within 7 days of an event

Tickets purchased within seven days of the scheduled event date are not eligible for our standard change-of-mind refund policy.

This does not affect any statutory rights you may have, including rights that may arise if Betrothed cancels or materially reschedules the event.

We may also consider exceptional circumstances at our discretion.

How to request a refund

Where you are eligible to request a refund, please complete our dedicated Refund Request Form. If you are unable to use the form, you may contact help@thebetrothed.co.uk. Please include:

• your full name
• the email address used to make the booking
• your booking or order number
• the name of the event
• a brief explanation of your request

We will confirm whether your request falls within the applicable refund terms.

Refund processing

Approved refunds will normally be returned to the original payment method.

We aim to process approved refunds within 7–14 business days. The time it takes for funds to appear in your account may also depend on your bank, card issuer or payment provider.

If Betrothed cancels an event

If Betrothed cancels an event, affected ticket holders will be contacted and informed of the options available.

Where you are legally entitled to a refund because the event has been cancelled, this policy will not restrict that right.

We will not apply an administration charge simply for processing a refund that is legally due because the event has been cancelled.

Rescheduled events and material changes

Occasionally, circumstances may require us to change the date, venue, programme or other arrangements relating to an event.

Minor alterations to matters such as running order, speakers, entertainment or programme timings will not normally create an automatic entitlement to a refund.

If an event is rescheduled or materially changed, we will notify affected ticket holders and explain the options available. Depending on the circumstances and your applicable rights, these may include:

• keeping your ticket for the revised event
• transferring to another event where available
• receiving a refund

Your statutory rights remain unaffected.

Fees and additional purchases

Any booking fees, service charges or optional add-ons will be clearly identified where applicable.

Where a customer voluntarily cancels, any amount retained will be dealt with in accordance with the booking terms and applicable consumer law.

We will not rely on a term allowing us to retain payments where doing so would be unfair or disproportionate.

Ticket transfers

Where permitted for a particular event, Betrothed may allow a ticket holder to transfer their ticket to another eligible attendee.

Transfers must be approved by Betrothed and completed within any deadline specified for that event.

We may require updated attendee information for registration, safeguarding, security or event administration purposes.

Exceptional circumstances

We recognise that unexpected and exceptional circumstances can occur.

Requests made outside our standard refund period may be considered on a case-by-case basis at our discretion.

A discretionary refund or other arrangement offered in one case does not create an automatic entitlement to the same outcome in another case.

This discretion does not limit any statutory rights you may have.

Payment disputes

If you believe there has been an error relating to your payment or refund, please submit the Refund Request Form or contact us at help@thebetrothed.co.uk.

We will investigate the matter and try to resolve it promptly.

Nothing in this section prevents you from exercising rights available through your payment provider or under applicable law.

Your statutory rights

Nothing in this policy excludes, restricts or limits your statutory rights.

Consumer contract terms must be fair and transparent. Under UK consumer law, unfair terms may not be enforceable against consumers.

Changes to this policy

We may update this policy from time to time.

Unless required by law, we will not use a later version of this policy to retrospectively reduce contractual rights that applied when a ticket was purchased.

The terms presented to you when you made your booking will normally apply to that booking.

Contact us

For a refund request, please complete the Refund Request Form so our team can place your request into the correct review process. For general questions about tickets, refunds or this policy, contact Betrothed Customer Support at help@thebetrothed.co.uk.