Refund & Reschedule Policy
All rearrangement details outlined below are subject to the caveat that we can only re-schedule a ticket to another date where there is availability as there are strict limits to the number of guests on each tour.
If you have purchased, for example, a couple of tickets and you or your guest is unable attend the tour for any reason then we can of course transfer the ticket/s to another day, however we do not swap weekday tickets for weekend tour spots. The ticket must be ‘like for like’, and is of course subject to availability/ space on other tour dates.
If you wish to transfer the ticket to someone else at the last minute that is also totally fine; you must provide the trust with their name and contact details prior to the tour they will be attending. It will be your responsibility to make sure they are informed of the accessibility issues on site, and tour day protocol such as parking and arrival details, also prior to their arrival at the house on the tour day, or to put them in touch directly with myself with at least 24hours notice that I can inform them properly before arrival.
If you are booking for a group larger than four we require at least one months notice in order to transfer the whole group (in order to be able to resell the tickets), and if you are booking a whole tour (ie. 12 persons) then we require two months notice for the whole group to be transferred, however no individuals from the group booking may reschedule as there is a special price for whole tours which is not equivalent to a single ticket price.
All transfers are arranged directly with the trust manager, at they are at their discretion on a case by case basis. As a last resort, the trust will of course provide a refund, though because we are a charity we always prefer to find a suitable replacement date where possible.
The trust will provide no partial refunds, only the total original amount paid and it must be paid back to the original account/ payee. Refunds are processed by bank transfer, therefore you will need to provide the trust with your details in order for this to be processed as we do not retain details after the tickets are purchased.