Lumi Tots U5s Soft play area and sensory

Cancellation Policy

Applies to: Bookings, Donations, and Merchandise (current and future) At Lumiere Charity, we aim to offer flexible and fair policies that support the families we serve while ensuring our charity’s sustainability. This policy outlines your rights to request a refund, reschedule a session, or return an item, depending on the service or product involved. 1. Booking Cancellations Cancellation by You (the Customer) • You may cancel or reschedule a booking online or by phone. • If you cancel more than 48 hours before your session, you are entitled to a full refund or credit towards a future session. • If you cancel within 24–48 hours, a cancellation fee equal to 50% of the booking cost will apply. • Cancellations made less than 24 hours before the session may not be eligible for refund or credit, except in exceptional circumstances. Missed Sessions / No-Shows • We understand that families supporting children with complex needs may face sudden changes in circumstances. • If you miss a session, please call us as soon as possible. In some cases, we may be able to reschedule your session over the phone, depending on availability and the nature of your circumstances. • Refunds for missed sessions are not guaranteed but will be reviewed case by case. 2. Cancellations by Lumiere • If we must cancel or postpone a session (due to staff illness, emergencies, or venue issues), we will contact you via email, text message, or phone — depending on your preferred contact method. • You will be given the choice to: ◦ Reschedule for a later date ◦ Receive credit towards another session ◦ Request a full refund to your original payment method

Contact Details

• Lumiere Inclusive Play & Sensory Centre, Unit 2C, Brookfield Dr, Fazakerley, Liverpool L9 7AJ

  07955 931 559

  info@lumierecharity.org