Version 1.1
Effective date: 13 October 2025
Last updated: 13 October 2025
This Booth Booking & Refund Policy (the “Policy”) sets how bookings, payments, changes, and refunds work for Crown Booth recording sessions and related add‑ons. It forms part of our Terms and applies to all locations unless a venue‑specific addendum states otherwise.
Operator (UK): Crown Booth Ltd, 86–90 Paul Street, London, England, United Kingdom, EC2A 4NE. Company number: 16719138.
Contact: support@crownbooth.co.uk
TL;DR (at a glance)
Reschedule: free ≤ 24h before start (one time).
Cancel: refund ≤ 48h before start (processing fees excluded).
Late/No‑show: non‑refundable.
Overrun: billed in 15‑min increments if available.
Damage/cleaning: chargeable per Schedule A.
Packages/credits/gift cards: see §8 (separate rules/expiry).
Force majeure/maintenance: reschedule or full refund of session fee (your choice).
1) Definitions
- Booking: a confirmed reservation for a specific Slot.
- Slot: the start–end time of a session at a specific location.
- Reschedule: moving a Booking to a different Slot.
- Late Cancellation: a cancellation ≤ 48h before start.
- No‑show: failure to attend within 15 min of start without contacting us.
- Overrun: use beyond the Slot where capacity permits.
- Credit: a non‑cash coupon applied to future Bookings, with an expiry date.
- Deposit: a pre‑authorisation/hold to cover incidentals, overruns, damage, or cleaning.
- Processing fees: non‑refundable third‑party payment/booking charges.
- Venue Partner: a landlord/operator location we run with a partner; venue rules form part of this Policy.
2) Booking lifecycle
2.1 How to book. Book online or in‑app; we’ll email confirmation with date, time, location, and access instructions.
2.2 Who can book. You must be 18+ or have a parent/guardian book and attend. Photo ID may be required at check‑in. Alcohol/drugs are not permitted on premises.
2.3 Guests. You’re responsible for guests and Content recorded. Adhere to posted occupancy limits.
2.4 CCTV & signage. Public/common areas may use CCTV for safety (not inside the booth unless expressly stated at that location). Recording‑in‑progress signage is displayed. See our Privacy Policy.
2.5 Readiness & substitutions. Equipment models/accessories may vary by site; we may substitute equivalent or better gear without notice to keep sessions running.
3) Prices, taxes, and payments
3.1 Pricing. Prices are shown at checkout in your local currency (where supported) and include VAT where applicable unless stated otherwise. Peak pricing/surcharges may apply at specific times and will be shown before purchase.
3.2 Payment methods. We accept major cards and mobile wallets via our processor; we do not store full card numbers.
3.3 Authorisations & holds. We may place a Deposit to cover incidentals, overruns, or damage. Banks typically release holds within 7–10 business days; timing is bank‑dependent.
3.4 Overruns. If capacity allows, 15‑min billing increments apply at the prevailing rate.
3.5 Business bookings & VAT invoices. For VAT invoices, provide company name, address, and VAT number (if any) during checkout or via support within 7 days of the session.
3.6 Currency & FX. Charges settle in GBP unless stated; your bank may apply FX fees.
4) Changes (rescheduling) & cancellations
4.1 Reschedule window. You may reschedule once at no charge up to 24h before the Slot. Extra reschedules may incur a fee.
4.2 Cancellation window. Cancel up to 48h before the Slot for a refund of the session fee minus non‑refundable processing fees (see §7).
4.3 Late cancellations (≤48h). Late cancellations are non‑refundable. At our discretion, we may issue a Credit if your Slot is re‑booked by someone else.
4.4 No‑shows. If you haven’t arrived within 15 min (grace period) and haven’t contacted us, we may release the Slot and mark the Booking as a No‑show; no refund or credit.
4.5 Arriving late. We cannot extend into the next customer’s Slot. You may use the remaining time only.
4.6 Transfer/resale. Bookings may not be resold. Name changes must be requested via support and may be declined for security/fraud reasons.
5) Special cases
5.1 Illness or emergencies. Contact support@crownbooth.co.uk before your Slot where possible; with reasonable evidence we may offer a one‑time courtesy reschedule.
5.2 Weather & transit. Severe events (e.g., officially documented disruption) may qualify for a reschedule/credit at our discretion.
5.3 Force majeure & maintenance. If we must close or pause due to events beyond our control (e.g., outage, landlord works) or urgent maintenance, you may choose a reschedule or a full refund of the session fee.
6) Session rules (summary)
6.1 Consent & privacy. Obtain consent from all participants recorded. See our Privacy Policy and AUP.
6.2 Care of equipment. Don’t tamper with hardware, sensors, or cabling. Report faults immediately. You’re responsible for damage caused by misuse or negligence.
6.3 Cleanliness. Leave the booth tidy. Extra‑cleaning fees may apply for spills or excessive mess.
6.4 Prohibited items & conduct. No smoking/vaping, flames, hazardous materials, or illegal activity. Follow staff and venue rules.
6.5 Minors. Sessions with minors require a parent/guardian present and written consents where required.
6.6 Belongings & lost property. We are not responsible for unattended items. Contact the venue for lost‑property procedures.
7) Refunds (how they’re issued)
7.1 Method. Refunds go to the original payment method only.
7.2 Timing. Once approved, we submit refunds to our processor within 3 business days; banks typically post within 5–10 business days.
7.3 What’s not refundable. Transaction/processing fees, third‑party booking fees, and expired promotional vouchers unless required by law.
7.4 Chargebacks & abuse. Filing a chargeback pauses any pending Credit/reschedule; repeated unfounded chargebacks may incur reasonable admin fees (where permitted by law) and account restrictions. Please contact support first.
8) Packages, credits, gift cards & promotions
8.1 Packages/credits. Multi‑session packages and account Credits show expiry dates at purchase; unused balances expire and are non‑refundable unless required by law.
8.2 Gift cards. Treated as cash‑like and non‑refundable; lost/stolen cards can’t be replaced except where required by law.
8.3 Promotions. One promo per Booking; promos apply at purchase and are not returned on refunds.
8.4 Post‑Pay & fan purchases. Fan unlocks (Post‑Pay) are separate from booth Bookings and follow the Artist Upload Licence & Consent and any Refunds & Chargebacks terms for that feature.
9) Accessibility & adjustments
We want everyone to be able to record. If you need an adjustment (extra time to enter/exit, different mic stand height, companion/carer access), email support@crownbooth.co.uk after booking and ≥24h before your Slot. See our Accessibility Statement for details.
10) UK consumer rights
This Policy applies alongside your statutory rights. Under the Consumer Contracts Regulations 2013, the 14‑day cooling‑off period generally does not apply to leisure services supplied on a specific date or period of performance. If you bought a package/credit not tied to a date, cancellation rights may apply until you start using it.
11) Venue‑specific rules
Some locations are operated with Venue Partners and may have additional rules (e.g., access routes, security, landlord policies). Venue‑specific terms shown on the booking page form part of your contract with us.
12) Disputes & escalations
If you believe a decision under this Policy was incorrect, reply to the decision email with subject “Appeal – Booking Policy” within 7 days. We’ll review and respond within 10 business days.
13) Changes to this Policy
We may update this Policy from time to time. We’ll post the updated version with a new Last updated date and, where material, notify you by email or in‑app.
Schedule A — Indicative fees (subject to change)
- Pop filter replacement £20
- XLR/USB‑C cable £15
- Headband pad/ear cushions £25–£40
- Deep clean (spills/odours) £50+
- Biohazard clean £150+
- Broken panel/fixture at cost
- Overrun (15‑min block) posted rate
Actuals may vary by site. We’ll share itemised charges on request. Intentional damage or tampering may be referred to venue security or law enforcement.
Schedule B — Example scenarios (for clarity)
- Cancel 3 days before: Refund of session fee minus processing fees (§4.2, §7.3).
- Cancel 12 hours before: Non‑refundable (§4.3).
- No‑show: Non‑refundable (§4.4).
- Force majeure outage: Choose reschedule or full refund of session fee (§5.3).
- Overrun 18 minutes: Billed as two 15‑minute blocks if capacity permits (§3.4).
