Payments and Refunds
Payments may either be made in Full at the time you order, or you can make an initial 30% Part Payment and pay the Remaining amount later. There are different guidelines for when you hire accommodation or when you buy a product from us.
For accommodation hire
Payments: If you are attending either an official event such as one of our partner festivals or a private one, payment may either be made in Full at the time you order, or you can make an initial 30% Part Payment and pay the 70% Remaining amount later. Full Payment must be received at least 21 days before the period of hire commences. If we have not received your full payment within this time, we will consider your order cancelled and will retain your initial 30% payment as a cancellation charge.
Cancellation and Refunds: You are welcome to cancel your accommodation order until up to 21 days before an event. There is a Cancellation fee of 30% of the cost of the order.
If you have paid an initial 30% Part Payment, the Cancellation fee will normally be implemented by Hearthworks simply retaining this payment.
If you have already paid in full at the time you made your booking, please contact us either by phone or via our webform, and we will then process a 70% refund for you.
If you cancel your order less than 21 days before the period of hire commences, we do not offer a refund, unless we actually rebook the accommodation to another party. In that case, as the order may not be exactly the same, we will refund you up to 70% of your original order, or the amount of the replacement order less the amount of 30% of your original order, whichever is less.
Sometimes we have a waiting list for people hoping for a late cancellation, especially when all our accommodation is booked out at an event, so it is still worth getting in touch with us if you want to make a late cancellation. Please bear in mind, though, that the less time there is before an event starts, the less likely it is that a replacement will be found for your booking.
When purchasing a Tipi, Yurt or another one of our products
Payments: We don’t start work until we have received an initial payment of at least 30% of the total order as quoted. Depending on the order, futher staged payments may be scheduled to be made during the manufacturing process.
If a staged payment is not received at the time agreed within the payment schedule, work may be halted at that point, which will delay completion of your order. We may also charge interest on the overdue amount during this period, at the rate of 2% per annum above National Westminster Bank plc base rate.
If a staged payment is not received within 28 days of its due date, we may consider the order to be cancelled and retain all payment received to that point against our costs incurred, as well as retaining the product itself for future sale to another party.
If a product is to be collected by or delivered to a customer, payment in full must be received before we release the product.
If a product is to be installed by us, all payments must be received before Installation is scheduled in, save for a final payment which is usually 10%, and which is to be made within 7 days of satisfactory installation. If this final payment is not received within the agreed time, we may charge interest on this amount for the period it is overdue at the rate of 2% per annum above National Westminster Bank plc base rate. Please remember that as we retain full title of all our products until they are paid for in full, if the final payment remains more than 28 days overdue, we reserve the right to return and collect the product.
Cancellations and Refunds: If you place an order for goods with us, we allow a cool-down period of 7 days. So, if having ordered one of our products such as a Tipi or a Yurt, you then change your mind for any reason with 7 days of placing the order, you can cancel the order entirely at no cost. If you have made any payment within that time, we will refund it to you in full unless, at your request, work has already commenced on the order. (Please note that this does not apply to the hire of our accommodation, just the purchase of goods.)
After this cool-down period has passed, cancellation will incur costs, and the amount will depend on what stage the order is at and what costs we have already accrued in the process of making your order, as is reflected in the staged payments that are due as your order progresses. For the most part, if an order is cancelled once it is underway, Hearthworks reserves the right to retain all payment received to that point against our costs incurred, as well as retaining the product itself for possible future sale to another party.
Every order is individual, though, as are our customers. We know that people rarely default on payment or choose to cancel an order unless they find themselves in unexpected difficulties. If you encounter problems in making your payments on time or are considering cancelling an order, do get in touch with us straight away to discuss the situation. Once our own costs to date are met, we will always try to negotiate as much refund as possible to a customer in difficulty who contacts us in good faith. Sometimes it is even possible to make adjustments to an order already in progress to reduce the final costs.