Cancellation, rescheduling and refunds

Review draft — 2 October 2026. The main commercial cancellation rule below has owner approval. Marked proposals and the consumer-rights wording still require approval/review before launch.

How to contact us

Email bookings@ndms.uk with your name, booking reference and whether you want to cancel or move the session. You may also notify us by another clear method allowed by law. Keep evidence of when you sent the notice. Do not send card details or passwords.

For our commercial notice periods, we compare when the cancellation reaches us with the scheduled session start, using Europe/London time. A message arriving outside office hours still counts at its arrival time. Where a statutory cancellation right applies, the statutory rules about sending notice before the deadline take priority.

Our agreed commercial cancellation rule

There is no automatic forfeiture of the 50% deposit. A member of the team assesses a late/no-show deduction, takes reasonable steps to refill the slot, subtracts saved costs and replacement income, and explains the calculation on request. We do not charge twice for the same loss or add a separate fixed cancellation fee under this policy. Any stronger statutory refund entitlement takes priority.

Example: for a £200 booking with £100 paid, the maximum commercial late-cancellation deduction is £50. If the evidenced loss after saved costs and replacement income is only £20, the deduction is £20 and £80 is refunded. If there is no loss, all £100 is refunded.

Moving a booking

With at least 24 hours' notice, request a move without an administration fee, subject to availability and your agreement to any price difference. A move is effective only when confirmed by the studio. We will explain how payments transfer and any additional amount/refund before you agree. If we cannot offer a suitable replacement, you may cancel under the applicable rule rather than accept an unwanted credit.

A move requested with less than 24 hours' notice is assessed under the same late-cancellation loss limits; it is not a way of adding both a penalty and a full charge for the original slot. No cancellation is inferred merely because you asked about alternative dates. Staff will confirm what has been agreed.

Consumer cancellation rights

If you book as an individual mainly outside your trade or profession, statutory consumer rights may apply. A company booking is not treated as a consumer booking merely because an individual completes the form. Studio hire, production and digital deliverables need to be assessed according to the actual service; we do not assume every fixed-date booking qualifies for a leisure exemption.

Where the statutory distance-contract cancellation right applies to your service, you may cancel without giving a reason during the 14-day period starting the day after the contract is made. You can use the optional notice below or any clear statement. The commercial late-cancellation deduction will not override that right.

We will not start a covered service during that cancellation period without your express request. If you request an early start and later cancel, only a lawful proportionate charge for services actually supplied can apply, subject to the required information and consent conditions. You lose the service cancellation right after full performance only where the legal requirements, including your prior request/consent and acknowledgement, have been met. A booking or payment alone must not be treated as that acknowledgement.

Separate rules can apply to non-tangible digital content supplied during the cancellation period. We will not claim that downloading a file automatically waives rights without the legally required express consent, acknowledgement and confirmation. The correct treatment of the recording/editing package must be settled before using such a clause or flow.

Launch prerequisite: have these classifications reviewed and implement/record any required early-start and digital-supply permissions. If the necessary process is not ready, do not perform a covered consumer service early in reliance on an assumed waiver.

Refund method and timing

Refunds go back to the original payment method unless a lawful alternative is expressly agreed without an extra charge. We do not require you to accept a voucher in place of an owed monetary refund.

We initiate an agreed commercial refund within 5 working days and send confirmation. Your bank/payment provider may take additional time to show it. Statutory deadlines take priority; where a valid statutory cancellation requires reimbursement within 14 days of notice, we will comply with that deadline rather than wait for a discretionary internal approval. Contact bookings@ndms.uk if the refund is missing.

If we cannot supply what was agreed, or the service is defective, this change-of-mind policy does not restrict your separate rights to a remedy. Email hello@ndms.uk for a complaint.

Model cancellation form

Complete and return this form only if you wish to cancel the contract. It follows Part B of Schedule 3 of the Consumer Contracts Regulations. You may instead send any other clear cancellation statement; using this form is not compulsory.

To: NORTH DEAN TRADING LTD, trading as North Dean Mill Studios, North Dean Mill, Stainland Road, Greetland, Halifax, HX4 8LS; bookings@ndms.uk.

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*): ____________________

Ordered on (*)/received on (*): ____________________

Name of consumer(s): ____________________

Address of consumer(s): ____________________

Signature of consumer(s) (only if this form is notified on paper): ____________________

Date: ____________________

(*) Delete as appropriate.

You may also include your booking reference to help us find the booking; it is not a condition of a valid notice. Source: Schedule 3, Part B.