REFUND POLICY
Our commitment to fair and transparent refund procedures
WH Pubs Ltd
Gift Card Refunds
Gift cards are non-refundable. Once purchased, gift cards cannot be exchanged for cash or returned for a refund. This policy applies to both digital and physical gift cards.
Important Information:
- Gift cards are valid for 12 months from the date of purchase (6 months for Experience Packages).
- Expired gift cards cannot be refunded or extended.
- Lost, stolen, or damaged gift cards cannot be replaced unless proof of purchase is provided.
- The remaining balance on a gift card cannot be refunded.
If you experience any issues with your gift card purchase (e.g., you did not receive your digital gift card), please contact us within 7 days of purchase at enquiries@whpubs.co.uk.
Booking Deposit Refunds
Standard Bookings
- A deposit is required for bookings of 10 guests or more.
- Cancellations made more than 14 days before the booking date: Full deposit refund available.
- Cancellations made within 14 days of the booking date: Deposit is non-refundable but will be transferred to a gift card for future use.
- Gift cards issued for cancelled bookings are valid for 12 months from the date of issue.
Special Event Bookings
For bookings on key dates including Mother's Day, Father's Day, Christmas, Boxing Day, New Year's Eve, New Year's Day, and Valentine's Day:
- Cancellations made within 4 weeks of the event will result in the full deposit being non-refundable.
- No gift card will be issued for cancellations of special event bookings within this period.
No-Shows
- If you fail to attend your booking without notice, your deposit will be forfeited.
- Late arrivals of more than 15 minutes may result in your table being released and deposit being forfeited.
Private Dining & Event Cancellations
Private dining and event bookings are subject to specific terms that will be provided at the time of booking. Generally:
- Cancellations made more than 28 days before the event: Full refund less an administration fee of £25.
- Cancellations made 14-28 days before the event: 50% of the deposit is refundable.
- Cancellations made within 14 days of the event: Deposit is non-refundable.
We recommend purchasing cancellation insurance if you are concerned about potential cancellations.
How to Request a Refund
To request a refund (where applicable), please contact us with:
- Your full name
- Booking reference or order number
- Date of booking or purchase
- Reason for the refund request
We aim to process all refund requests within 5-7 working days. Approved refunds will be credited to the original payment method within 10 working days.
Exceptions & Special Circumstances
We understand that exceptional circumstances can occur. In the following situations, we may offer additional flexibility:
- Bereavement: We will work with you to reschedule or provide a full refund with appropriate documentation.
- Medical emergencies: Refunds or rescheduling may be available with medical documentation.
- Severe weather or travel disruptions: We will work to reschedule affected bookings.
- Cancellation by WH Pubs: In the rare event we need to cancel your booking, you will receive a full refund.
All exceptions are at the discretion of WH Pubs management.
Your Consumer Rights
This refund policy does not affect your statutory rights under UK consumer law. For more information about your consumer rights, please visit the Citizens Advice website.
Contact Information
Company: WH Pubs Ltd
Email: enquiries@whpubs.co.uk
Phone: +44 1892 870318
Registered Address: The Little Brown Jug, High Street, Chiddingstone Causeway, Tonbridge, Kent TN11 8JJ
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Last updated: November 2025