Legal

Refund & Cancellation Policy

Last updated 15 June 2026

This policy explains what happens if you need to cancel your booking, what is refundable, and how to ask for a refund. It forms part of our Terms & Conditions.

1. How our payments work

When you book, you pay a deposit of 50% of the hire price to confirm and secure your date. For the white baby grand piano the hire price is £999, the deposit is £500, and the balance is £499. The balance is due before your event and is invoiced 14 days before the event date.

2. The deposit is non-refundable

The 50% deposit is non-refundable. It secures your date and covers the work we do to hold it, plan your booking and turn away other enquiries for that day. If you cancel for any reason, the deposit is not refunded.

3. If you cancel

You can cancel your booking at any time by emailing us at [email protected]. What happens depends on when you cancel:

• Before the balance is invoiced. If you cancel before the balance becomes due, you lose your 50% deposit and nothing further is charged.
• After the balance has been paid. If you have already paid the balance and then cancel, we will refund the balance you paid, but the 50% deposit remains non-refundable.

We do not charge a separate cancellation fee beyond the non-refundable deposit.

4. If we cannot fulfil your booking

If we have to cancel your booking for a reason that is our fault or within our control, and we cannot offer you a suitable alternative date that works for you, we will give you a full refund of everything you have paid, including the deposit.

If your booking cannot go ahead because of an event outside our reasonable control, such as severe weather, an accident or a vehicle breakdown, we will contact you as soon as we can and try to agree a new date. Where rescheduling is not possible we will work with you to reach a fair outcome.

5. Changing your date

If you need to move your booking to a different Saturday or Sunday, email us at [email protected] as early as you can. We will do our best to move your booking to a new available date and carry your deposit across, subject to availability. Date changes cannot be guaranteed.

6. How to request a refund

To cancel or to ask about a refund, email [email protected] with your name and booking reference (this begins with WWP-). Tell us your hire date and the reason for cancelling. We will confirm by email what, if anything, is refundable under this policy.

7. Refund timescales

Where a refund is due, we will process it within 14 days of agreeing it with you. Refunds are made through Stripe to the original payment method. Once we have processed a refund it can take a few more days to appear on your statement, depending on your bank or card provider.

8. Your statutory rights

This policy does not affect any rights you have under UK consumer law. If you believe those rights give you a different outcome, contact us at [email protected] and we will look at your situation.