Sports bookings cancellation policy

Sports Bookings

Group Coaching (multiple sessions)

If you need to cancel your entire booking for our adult or child Group Coaching courses, Camps and Courts or Tournaments/Events, the following applies: 

  • Less than 14 days’ notice: Unfortunately, we’re unable to offer a credit or refund.
  • More than 14 days’ notice: We’ll automatically apply a credit to your account for the full value of your booking.  If you’d prefer a refund instead, please email sportsandleisure@royalparks.org.uk at least 14 days before the date of the first session in the booking.

Unfortunately, we are unable to offer a credit or a refund for a single session that forms part of our adult or child Group Coaching courses, Camps and Courts or Tournaments/Events.

Exceptional Circumstances

We know that sometimes life takes an unexpected turn. If you’re facing a difficult situation, we want to support you wherever we can. In exceptional circumstances, we may waive our usual cancellation terms. These include:

  • Bereavement or a family emergency
  • A temporary illness or injury lasting six months or more
  • A permanent illness or injury
  • Moving away from the local area

If you need to cancel for one of these reasons, please email sportsandleisure@royalparks.org.uk and include any supporting documents redacting any sensitive personal data. To the extent any personal data is included in your email, we shall process all personal data in line with our privacy policy: Privacy Policy | The Royal Parks. We’ll review your request with care and once a decision has been made, it will be final.

Cancellations by Us

Adverse Weather and Unforeseen Circumstances

We do our best to run sessions in all weathers. However, if heavy rain or adverse conditions make an activity unsafe - or if an unforeseen circumstance arises - we may need to cancel. These decisions are made with care and consideration.

If poor weather is forecast close to your session time, we’ll make any decision as late as possible while still giving you notice. We aim to confirm cancellations at least one hour before your session begins.

In the event of extreme weather warnings from the Met Office, senior management will decide whether to cancel all bookings or keep venues open, depending on the circumstances.

If your session is cancelled due to adverse weather or another unforeseen circumstance, such as park closure or an emergency, we’ll let you know by email and/or text message.

  • Group Coaching: If we need to cancel your booking for a group coaching session - whether on an adult or child course, weekly session, camp, or tournament - due to unsafe conditions or unforeseen circumstances, we’ll cancel your booking automatically and issue a full credit to your account, provided less than half the scheduled session time was delivered. If more than half the scheduled session time took place, the session is considered complete.

If you’re unsure whether your session will go ahead, please contact the venue - but no earlier than one hour before your booking time.

Group Coaching – Low Participation

We may need to cancel your group coaching session or entire booking if there are low participation numbers on a weekly session, course, tournament, or camp programme. If this happens, we’ll give at least 48 hours’ notice. You’ll be offered a full refund or a credit to your account for the full value of your booking.

Schedule Conflicts

We do our best to avoid schedule conflicts, but sometimes we may need to cancel your booking to accommodate one of our programmes or an event. If this happens, we’ll give at least 48 hours’ notice. You’ll be offered a full refund or a credit to your account for the full value of your booking.

Refunds and Credits

  • A refund must be requested via sportsandleisure@royalparks.org.uk within the notice period specified for your type of booking.
  • Refunds are issued to the original payment method used. We don’t offer cash refunds.
  • Credits are valid only at the original booking venue and can be used as partial or full payment for a pay and play or group coaching activity.
  • Credits are typically processed within three working days and remain valid for 365 days from the date of issue.
  • Credits are non-transferable and cannot be exchanged for cash.
  • Credits can be used for linked children’s activities under your account.
  • If technical issues prevent credit use for more than 30 days, we’ll extend the expiry period.
  • If a booking paid with credit is cancelled, we’ll reissue a new credit for the same value.
  • If a booking paid by partial payment and partial credit is cancelled, we’ll reissue a new credit for the same value. We are unable to refund partial payments.