REFUND POLICY

At The Other Door, we are committed to delivering high-quality workshops, programmes, and creative learning experiences. We understand that circumstances can change, and this Refund Policy outlines the conditions under which refunds may be issued for paid bookings or programme fees.

This policy is designed to ensure clarity, fairness, and sustainability in how we deliver our work. Our mission is to open doors that might otherwise remain closed, and we appreciate your partnership in making this work possible.

Last updates 14th October, 2025.

CANCELLATION BY THE CLIENT (SCHOOLS, ORGANISATIONS, INSTITUTIONS)

More than 30 days' notice: A full refund or date reschedule will be offered.
15–30 days' notice: A 50% refund or one-time reschedule may be offered, subject to availability.
Less than 14 days' notice: No refund will be issued. Rescheduling may be considered at our discretion, depending on facilitator availability and venue arrangements.

CANCELLATION BY PARTICIPANTS (PUBLIC OR COMMUNITY WORKSHOPS)

More than 14 days' notice: A full refund will be issued.
7–14 days' notice: A 50% refund may be granted.
Less than 7 days' notice or non-attendance: No refund will be provided.

CANCELLATION BY THE OTHER DOOR

In the rare event that we need to cancel or postpone an event or workshop due to unforeseen circumstances (e.g., facilitator illness, venue issues, safety concerns):

Clients will be offered a full refund or an alternative date.
We are not responsible for any additional costs incurred by institutions or participants, such as travel or accommodation.

PROGRAMME INTERRUPTIONS (SCHOOLS, PRISONS, & INSTITUTIONS)

If a session cannot proceed due to internal site restrictions, security alerts, staffing changes, or lockdown procedures beyond our control, we will work with the host institution to reschedule where possible. Refunds will not be issued in such cases, as facilitation costs and preparation time will have already been incurred.

NON-REFUNDABLE COSTS

Please note that any third-party costs (such as venue hire, travel, accommodation, or materials purchased for bespoke workshops) are non-refundable once confirmed.

HOW TO REQUEST A REFUND

To request a refund, please contact us in writing at hello@theotherdoor.uk with your booking details. Refunds, if approved, will be processed within 14 working days using the original payment method.

EXCEPTIONS & SPECIAL CIRCUMSTANCES

We recognise that schools, prisons, and community settings may face exceptional circumstances. We aim to act with fairness and understanding and may review refund requests on a case-by-case basis.