Contact your account manager with the booking reference, in writing. Do not contact the property owner directly, because your contract is with us and we handle it with them.

Usually, yes, and it is often the better option. Projects slip, crews grow and shrink, and start dates move. Tell us what has changed and we will look at amending the dates, the headcount or the property before anyone cancels anything. A change may alter the rate, and we will confirm that in a revised quote before anything is agreed.

On the property, shown with your quote before you book. It will be one of the six policies listed above. Terms are set per property rather than being the same across the site, so the one that applies is the one on the property you chose, as it stood when you accepted the quote.

Cancel before the deadline shown on your quote and there is no cancellation charge under the property policy. Where a cancellation is one we have both agreed, clause 8.7 allows a fee of 250 pounds and any length of stay discount may be recalculated, so ask your account manager to confirm the figure in writing before you commit.

A card refund goes back to the card it was paid from. A bank transfer refund is processed by hand, so it takes longer. Your account manager will tell you what to expect for your booking.

Tell us as early as you can. A project being cancelled, postponed or delayed is not a force majeure event under our terms, so the property policy still applies, but the earlier we know the more options there are on moving the booking rather than losing it.