DRAFT — NOT LEGAL ADVICE. NOT YET REVIEWED BY A SOLICITOR.
This document describes what Tumble actually does today, written from the product itself so that a legal review starts from the facts. Until it has been reviewed, read it as a plain-English account of how we work.
In short
- If you cancel within 5 days of booking, and the class is at least 14 days away, you get your money back in full — whatever the provider's own terms say.
- Otherwise the provider's cancellation policy applies: Tumble's standard cancellation policy, unless the provider has set their own. You see it before you book, on the provider's page and in your booking confirmation.
- If a provider cancels, you get everything back, including Tumble's fee.
- Money goes back the way it came — card payments to your card, balance to your balance.
1. Tumble's accidental-booking policy
You get a full refund if both of these are true:
- you cancel within 5 days of making the booking; and
- the class (or the first session of a term or camp) starts at least 14 days after you cancel.
Both have to be true. A class starting within the next 14 days is therefore not covered by this policy — the provider's own terms apply to it. Time is measured from the moment you booked, not by calendar days.
This exists because people book the wrong child, the wrong day or the wrong class, and noticing quickly should not cost anything. It is our own promise. It is not a legal cooling-off period, and it does not reduce any right you have by law.
2. The provider's cancellation policy
Every provider follows Tumble's standard cancellation policy unless they set their own. Either way, it is shown on the class page before you book, on the provider's page, on your booking and in your confirmation email.
A booking always follows the policy in place when it was made. If a provider changes their policy later, the change applies to new bookings only.
Any credit a provider offers instead of a refund is with that provider, usually as a one-use discount code. It is not Tumble balance.
3. If the provider cancels or changes the class
- If a provider cancels a session or a whole booking, you are refunded in full for what you did not receive, including Tumble's fee. Tumble never keeps money from a cancellation.
- Some providers offer a make-up session instead. That is theirs to offer and yours to accept or decline.
- If a provider closes for bad weather or an emergency, you will be told about every session affected, in one message.
4. If you just cannot make it
Telling a provider your child will miss a session ("Missing this?" on the booking) is not a cancellation and does not refund anything. It tells them not to expect you, which matters for staffing and their register.
How refunds are paid
- The part you paid by card goes back to your card. Card refunds usually appear within 5 to 10 working days, depending on your bank.
- The part you paid from your Tumble balance goes back to your balance straight away.
- If a card refund cannot be made (for example, the card has expired), the money goes to your balance instead and we tell you so.
Memberships, packs and gift cards
- Memberships: paid a month at a time. You can end a membership yourself; it ends after the last month allowed by the club's notice period and minimum term, and nothing is charged after that. Whether a month already paid is refunded is the club's decision under their own terms.
- Session packs: unused credits are the provider's to refund under their terms.
- Gift cards: cannot be refunded once redeemed. An unused gift card can be refunded to the person who bought it, to their card or as Tumble credit.
Exceptional refunds
A provider can always refund you more than their terms require, and Tumble can refund in exceptional circumstances. Neither is an entitlement, and both are recorded.
Disputing a card payment
Please talk to the provider and to us before disputing a payment with your bank — it is almost always quicker. Your right to dispute a payment with your card issuer is not affected.
None of this affects your statutory rights as a consumer.
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Open items for review. The Consumer Contracts Regulations 2013 (reg. 28(1)(b)) exempt leisure services provided on a specific date or within a specific period from the 14-day right to cancel; whether a rolling weekly class, a membership or a session pack falls inside that exemption needs deciding case by case, and the wording above deliberately does not assume it. Also: the refund wording for unused gift cards and for balances left on a closed account.