Help and FAQ
Common questions about our booking process.
How do I book or enquire?
Browse our facilities and select the space you're interested in.
Choose your preferred date and time.
Depending on the facility’s settings, you’ll have two options:
Book: Register for an account and complete the booking form. Your request will be sent for approval.
Start an Enquiry: Provide your contact details and general booking information.
A team member will get in touch shortly to assist further.
Can I view the venue before booking?
Yes! Submit an enquiry for your preferred space and request a viewing in the notes. A team member will arrange a convenient time for you to visit.
Can I set up additional users on my account?
Yes, additional users can be added by request. Email us (details on the Contact Us page) with the person’s full name and email address.
Note: Additional users can create bookings using your stored card, download invoices, and cancel bookings, but they cannot remove stored card details.
Payments and Policies
What is your payment policy?
Ongoing Regular Bookings:
Invoices are issued on the 20th of each month. Payments are processed from your saved card.
You’ll receive a confirmation email once your payment is successful.
Event Bookings:
Payment is due at least one month before the event date.
Children’s parties must be paid for immediately upon booking.
How do I pay my event deposit?
A 50% deposit is required at the time of booking and will be added to your hire charges. This deposit is fully refundable within a week of your event, provided there are no:
Schedule overruns
Damages or breakages
Excessive cleaning requirements
How do I update my payment method?
To update your card:
Go to Payment Methods in Account Settings via your client account Dashboard.
Remove the current card. You’ll be prompted to add a new card when paying your next invoice.
Note: For accounts with multiple-user access, only the user who added the card can remove it.
What payment methods do you accept?
We accept all major debit and credit cards. All online transactions are secure and encrypted for your protection.
Cancellations and Amendments
Can I amend or cancel my booking?
To amend a booking, cancel it and submit a new enquiry or booking request reflecting the changes. You can do this through your client account.
What is your cancellation policy?
Ongoing Regular Bookings:
Cancellations must be made via your client account.
More than 1 weeks' notice: No charge (100% refund).
Less than 1 weeks' notice: Full booking fee (no refund).
Event Bookings:
Cancellations must be submitted via email (details on the Contact Us page).
More than 8 weeks' notice: No charge (100% refund).
4-8 weeks' notice: 20% of the booking fee (80% refund).
2-4 weeks' notice: 50% of the booking fee (50% refund).
Less than 2 weeks' notice: Full booking fee (no refund).
For more details, please refer to our Terms & Conditions of Use.
When will I receive my refund?
Refunds can take up to 10 working days to be processed and appear in your account.
If your booking cancellation qualifies for a refund, you will receive three emails:
Cancellation Confirmation – confirming that your booking has been cancelled.
Credit Note Issued – confirming that a credit note has been raised.
Refund Processed – confirming when the funds have been released to your bank for processing. Please note that this final confirmation will arrive later than the initial emails.
Site Information
What is the vetting process?
All third-party activity leaders must provide supporting documents to safeguard participants and the venue. These requirements will be outlined during the booking process but click here for a definitive guide.
What is the Code of Conduct?
The Code of Conduct is part of our Terms & Conditions of Use. A few key points:
Leave hired areas clean and tidy.
Use the last 5 minutes of your booking for changeovers.
No smoking or vaping on-site.
Follow directions from site staff.
Click here to view the full Code of Conduct and ensure it’s shared with your participants.
What is the School Usage Policy?
The school’s needs (e.g., exams or events) and building maintenance take priority over out-of-hours lettings. If your booking is affected, we’ll aim to accommodate you in an alternative space and provide as much notice as possible.
What happens when I arrive on-site?
Head to the main reception. Our friendly site team will guide you to your booked space and assist with any queries.
Support and Complaints
What are your customer support hours?
Our team is available Monday to Friday, 9:00 am – 5:30 pm (excluding Bank Holidays).
How do I raise a complaint?
If you experience issues with any of the following, please email us (details available on the Contact Us page):
Support team service or processes
On-site service
Facilities during your booking
The booking system
What is the complaints process?
We are committed to delivering excellent service and aim to resolve any complaints as quickly and efficiently as possible.
Step 1: Initial Resolution
In the first instance, our BookingsGuru Coordinator will work to resolve your complaint.
Step 2: Escalation
If the issue remains unresolved, it will be escalated to the BookingsGuru Administration Manager.
To do this, please email [email protected] with full details of your complaint.
Step 3: Acknowledgement & Investigation
The BookingsGuru Administration Manager (or a designated representative) will acknowledge receipt of your complaint within two hours and confirm that an investigation is underway.
A full response will be provided within 24 hours, once all necessary information has been gathered.
What information should I provide?
To assist with our investigation, please include as many details as possible, such as:
A clear description of the issue
Relevant dates and times
Screenshots, photographs, or copies of emails (if applicable)
Our goal is to resolve your complaint swiftly and to your satisfaction.