THNF · Policy version 2026-10-11-v1
Refund, cancellation and credit expiry
This policy applies to new OccasionOS packages purchased under these terms. Existing purchases retain their agreed terms. Nothing here limits your statutory rights.
What you buy
Occasion Pass (£39) includes one occasion, 150 guests and 2 staff. Celebration Plus (£59) includes one occasion, 500 guests and 5 staff. Annual portfolios include 5, 10, 15 or 20 occasions for £199, £349, £499 or £599, with 500 guests per occasion and 10 staff across the account. All prices are GBP; no VAT is currently charged.
These packages are prepaid and do not renew automatically. Card access begins after confirmed payment; voucher access begins on redemption. A voucher’s separate redemption deadline is shown when issued. Payment by voucher does not remove applicable rights arising from the original purchase.
Annual credit expiry
Annual allowances last 12 months from activation. Each allocated occasion permanently uses one credit, even if later completed, cancelled or archived. Unused credits have no cash value and do not routinely roll over or qualify for a refund solely because they were unused. Occasions must take place within the allowance period; guest-operation access continues until 30 days after the occasion.
You may request one free 30-day grace extension from your annual allowances page before expiry, while unused credits remain. This extends the expiry date; it does not add credits or restore used credits. We record the original and extended dates. We send account owners expiry notices at 90, 30, 14 and 3 days before expiry; your displayed expiry date still applies if an email cannot be delivered.
Cooling-off and early access
Where consumer cancellation law applies, you may cancel within the applicable cooling-off period, normally 14 days after the service contract is made. An unused purchase cancelled within that period receives a full refund. Contact us even if you have activated a credit: activation alone does not automatically remove your rights.
If you expressly requested early service, any deduction for service already supplied must be lawful and proportionate. We will explain the calculation. We do not treat the checkout checkbox as a blanket waiver of statutory rights. If you prefer service to start after the cooling-off period, contact us before buying for delayed setup.
Rescheduling or transferring an activated pass
Contact support before the occasion for one assisted reschedule or transfer to another unused occasion in the same account. We verify ownership and record the change, keeping the original package limits and validity window. This does not create an extra credit or permit a second admission event. Changes outside the validity window require support review; statutory remedies still apply.
Refunds and service problems
We correct duplicate charges. If THNF cancels the purchased service, or a material service failure remains unresolved, we provide the appropriate full or proportionate refund or other remedy. We honour refunds required by law. Outside these cases and applicable cooling-off rights, there is no routine refund simply because plans change or credits go unused.
Approved refunds go to the original payment method where practicable; locally paid voucher purchases are reconciled against the verified original payment. We explain the amount and timing. Where a statutory cancellation refund is due, we make it within the applicable legal deadline, normally 14 days after receiving the cancellation notice.
Cancellation and older subscriptions
The new prepaid catalogue has no recurring renewal to cancel. If you hold an older recurring subscription, cancelling its renewal leaves access for the already-paid term, unless a refund or another lawful reason changes that access. Your original purchase terms remain applicable.
How to request help or cancel
Email [email protected] with your account email, order or voucher receipt reference and what you need. Never send card numbers, passwords or a redeemable voucher code. You can use this wording, but any clear cancellation statement is sufficient:
I give notice that I cancel my OccasionOS service purchase. Order/reference: ____. Ordered on: ____. Customer name and account email: ____. Date: ____.