Cancellation & Refund Policy

Cancelling an order

• You can cancel an order while its order page still offers the option to cancel.
• Once an order is ready for collection or has been collected, it can no longer be cancelled by you.
• Orders paid for with pass credits can't be cancelled from the order page.

Refunds for online payments

• If a paid order is cancelled, the full amount is refunded to your original payment method.
• Refund timing depends on your bank or payment provider. You can follow the status on your order page.
• If money left your account but your order or pass wasn't confirmed, please don't pay again. Contact us with the details.

Pay at counter

• Nothing is charged online for a pay at counter order.
• Orders that aren't collected in time may be cancelled as a no-show, and a Classic Free coupon used on the order isn't returned.
• Repeated missed collections can remove pay at counter from your account.

Passes

• If you have a question about a pass you've bought, contact us and we'll review your request.

Problems with your order

• If something is wrong with your order, tell the outlet team at collection or raise a support request as soon as you can.

Changes to this policy

• We may update this policy from time to time. The date below shows the latest version.

Contact us

For questions about this page, reach us through our Contact page.