Cancellations & Refunds

We understand that plans change. This policy explains what happens if you need to cancel or move a booking, and what happens if Candles By Matthew needs to change or cancel a workshop.

Fixed-date workshop bookings and the 14-day cooling-off period

UK consumer rules generally provide a 14-day cancellation period for many online contracts. However, that statutory cooling-off right does not normally apply to services related to leisure activities where the contract is for a specific date or period. A booking for a particular Candles By Matthew workshop date falls within that type of fixed-date leisure booking.

We nevertheless choose to offer the customer-friendly cancellation options below. These are additional contractual rights and do not reduce any statutory rights you may have where, for example, a service is not provided with reasonable care and skill.

Public workshop cancellations by you

14 days or more before the workshop

You may cancel for a full refund of the workshop price paid to us, or move your booking to another available public class.

7 to 13 days before the workshop

You may move your booking once to another available public class taking place within the following six months, or receive a credit for the value of your booking to use within six months. If you would prefer a cash refund, we will refund the workshop price if we are able to resell your place.

Fewer than 7 days before the workshop

Because your place has been reserved and workshop capacity and materials will have been planned around the booking, we do not normally offer a cash refund or transfer to a later class at this stage.

You may, however, give your place to another person at no extra charge. Please tell us the replacement attendee’s name at least 24 hours before the workshop where possible. If exceptional circumstances arise, contact us and we may be able to offer additional flexibility at our discretion.

No-shows and late arrivals

If you do not attend, no refund is normally available. If you arrive so late that it is no longer safe or practical to join the class, this will usually be treated in the same way as a no-show. Please contact us as soon as possible if you are delayed.

If we cancel a workshop

If Candles By Matthew cancels a workshop, you can choose either a transfer to another available class or a full refund of the amount you paid to us for the affected booking.

We are not normally responsible for separate travel, accommodation or other costs you have arranged independently, except where the law requires otherwise.

If we reschedule or materially change a workshop

If we make a material change to the date, time or venue and you cannot reasonably attend, you may choose an alternative available date or a full refund. Minor operational changes that do not materially affect the workshop do not normally create a refund right.

Private and corporate bookings

Private, corporate, wedding and bespoke sessions may require us to reserve a tutor, venue, materials or a date specifically for your group. The cancellation schedule for those bookings may therefore be agreed separately in writing when the booking is confirmed.

Any deposit retained or cancellation charge applied will be intended to reflect reasonable costs and losses caused by the cancellation, taking account of costs saved and whether the date can be resold. It is not intended to operate as a penalty.

How to cancel, transfer or request a refund

Reply to your booking confirmation email or contact us through the enquiry form on the website. Please include the name and email address used for the booking, the workshop date and what you would like us to do.

Approved refunds will be returned to the original payment method where possible. The time taken for the money to appear may depend on your bank or payment provider.

Your statutory rights

Nothing in this policy limits your statutory rights. In particular, consumer law may provide remedies if a service is not supplied as agreed or is not performed with reasonable care and skill.