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Cancellations and refunds

This webpage includes additional information and frequently asked questions in relation to cancellations and refunds for leisure activities.

What happens if I want to cancel an activity?

When you book any activities, it is taken as a commitment to attend. 

Due to the large amount of daily bookings processed we are unable to alter a booking or swap a child from one activity to another or replace one child with another once you have paid for the activity and a confirmation email sent. 

If you want your child/children to attend an alternative activity this will be treated as a new booking and another payment (where applicable) will need to be made.

At your request, the activity/activities will be cancelled, and the space will then become available for others to book.

A refund will only be considered in exceptional circumstances e.g. serious illness/accident.

The decision to make a refund or not is entirely at the discretion of the Charnwood Borough Council Active Charnwood team.

Decisions about refunds will be made within 7 working days – if you are entitled to a refund this will also be made within 7 working days.

If you want to request a refund you need to contact the Active Charnwood team at .

What happens if we cancel an activity?

We will always endeavour to ensure that activity sessions operate as advertised in our promotional and marketing material.

However, we do reserve the right to cancel sessions due to circumstances beyond our control for example bad weather.

If we do need to cancel any sessions, you will be given as much notice as possible and a full refund will be paid back on to the card that you paid within 7 working days. 

In exceptional circumstances, we may need to change the format of the activity on the day. We will always try to inform you of this before the start of the session.

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