Refund & Cancellation Policy

This policy explains how refunds and cancellations are handled for all bookings at The Exchange London. By making a booking, you agree to these terms.

Last Updated

14 November 2025

1. Refunds for Venue Hire

Refund eligibility depends on how much notice is provided before the booking date.

a. Cancellations made 21+ days before the event
• Eligible for a full refund of hire fee (excluding any non-refundable deposits).

b. Cancellations made between 7–21 days before the event
• Eligible for a 50% refund of hire fees.
• Deposits remain non-refundable unless otherwise agreed.

c. Cancellations made within 7 days of the event
• No refund will be issued.
• Hire fee and deposit are forfeited.

d. Cancellations within 48 hours of the event
• No refund of hire fee or deposit.
• Full balance remains payable if not already settled.

2. Refunds for Ticketed Events

• Tickets for events hosted at The Exchange London are non-refundable, unless the event is cancelled or rescheduled by us.
• If an event is rescheduled, your ticket will automatically transfer to the new date.
• If you cannot attend the rescheduled date, a refund may be requested within the timeframe specified in the reschedule announcement.

3. Non-Refundable Fees

The following are always non-refundable:
• Deposits
• Booking fees
• Add-ons purchased from third-party suppliers
• Admin or processing fees (where applicable)

4. Processing Time for Refunds

If a refund is approved:
• Refunds are issued within 14 working days
• Refunds are sent to the original payment method only
• Processing times may vary depending on your bank or provider

5. Cancellations Made by The Venue

The Exchange London may cancel or postpone a booking due to:
• Severe weather
• Safety or structural issues
• Staff shortages
• Emergency maintenance
• Circumstances beyond our control

In these cases:
• A full refund will be issued, or
• You may transfer your booking to another available date

No compensation will be provided for additional costs such as travel or accommodation.

6. Amendments to Bookings

• Date changes requested 21+ days before the event may be granted subject to availability.
• Changes requested within 21 days are treated as cancellations and re-bookings.
• Additional charges may apply if the new date carries a higher rate.

7. No-Shows

If you fail to attend or utilise the venue without prior notice:
• No refund will be issued
• Full hire fee remains payable
• Additional fees may be charged depending on staff time and setup costs

8. Partial Cancellations (Add-ons & Extras)

Refunds for extras (equipment, décor, staffing, etc.) depend on provider terms.
If supplied by The Exchange London:
• Refunds follow the same notice periods as the main hire
If supplied by third-party providers:
• Refunds follow their policies, not ours

9. How to Request a Refund

Refund requests must be submitted in writing to:
info@visionandflow.co.uk

Include:
• Booking name
• Event date
• Reason for cancellation
• Proof of payment (if required)

Requests will be reviewed within 5–7 working days.

10. Policy Updates

We may update this Refund & Cancellation Policy at any time.
The version displayed on this page is the most current and overrides any previous versions.