Cancellation
policy
Last updated 7 November 2026.
This policy applies to all bookings of the Production Room and the Vault Main Room. All bookings are paid in full at the time of booking.
Cancelling your booking
6 hours or more before your session starts: you can cancel and receive a full credit refund to your Vault account.
Less than 6 hours before your session starts: no refund is available.
No-shows: no refund is available.
Refunds for cancellations are issued as Vault credit, not cash. Credit is added to your account instantly and can be used to book either room.
1-hour grace period
If you book by mistake, you can cancel within 1 hour of making the booking and receive a full credit refund. This does not apply if the session is due to start within the next 2 hours.
Changing or rescheduling a booking
If your session is more than 6 hours away, you can cancel it and rebook a different time or room. The full credit refund lands in your account instantly, ready to rebook with.
If you booked the wrong room, cancel and rebook the correct room using the same steps.
Door codes after you cancel
Your door codes are emailed as soon as you book. Our locks can’t switch codes off remotely, so codes from a cancelled booking may still open the doors during the original time slot.
Once you cancel, you must not use those codes. If you or anyone in your group enters, or tries to enter, the studio using the codes from a cancelled booking, we will charge your saved card the full price of that session. We check door activity and CCTV, and we’ll email you the charge with 7 days to dispute it before it’s taken.
How to cancel
All cancellations must be made through your Vault account on our booking system. The time of cancellation is recorded automatically and is used to apply this policy.
If Vault cancels your booking
If we have to cancel your session (for example due to equipment failure or a building issue), you can choose either a full refund to your original payment method or a full credit refund to rebook.
Your statutory rights
Studio bookings are for a specific date and time, so the 14-day cancellation period under the Consumer Contracts Regulations 2013 does not apply. This does not affect your other statutory rights.