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Refund Policy

What refunds are allowed?

Our refund policy complies with the EU Distance Selling Directive (2000) and is part of UK law under the Consumer Protection Regulations (2000) that relate to distance selling. The law came into force in the year 2000 and applies to all UK based transactions where the consumer doesn’t meet the vendor. These regulations do not govern contracts between businesses.

If you book a Grotto visit to Smart Trees, you have in accordance with the above law, a 7 day cooling off period during which you have the right to cancel your booking and receive a refund. You don’t need to give a reason to cancel your booking. If you do decide to cancel within the 7 days, we will refund your payment within 30 days of your cancellation. Unfortunately we do not offer any refunds after 7 days.

In any case where we are obliged to provide a refund, we will only be obliged to give you that refund on the following conditions:

(a)

You must make the refund claim: You must make your claim for a refund yourself and if asked you must provide reasonable proof of your identity and purchase. If you have a ticket which covers more than one person, the claim for a refund must be made for all of those persons at the same time. You are only entitled to a refund if you have paid the ticket price(s) which is being refunded.

(b)

How you must make the claim: Your request for a refund should be sent to grotto@smarttrees.co.uk If you make a claim after the time shown on your ticket or you are unable to contact by email you should write direct to the Refunds Department, Smart Trees, Field Farm, Hill Furze Road, Bishampton, Pershore, WR10 2LZ enclosing your ticket and an explanation as to why you could not use it.

(c)

Time Limits: Your claim for a refund must be made no later than 7 days after the date on which your booking was made.

(d)

You must return your ticket: When making your claim for a refund, if a ticket has been issued to you then you must return your ticket to us no later than 28 days after you cancelled your ticket and made your claim for a refund. We will not be obliged to give you a refund until we have received your ticket.

(e)

Refund charge: We will make an administrative charge of £5 per booking (as such charge may be amended by us from time to time) for giving a refund and cancelling your ticket except if the refund was made because of a cancellation or withdrawal of a service.

(f)

Effect of refund: If we give you a refund, then your ticket will be cancelled, and we shall have no further obligation  under that ticket.