Cancellation Policy

At The Pax, we understand that plans can sometimes change. The following policy explains how cancellations, amendments and refunds are handled for accommodation bookings and optional wellbeing add-ons.

This Cancellation Policy forms part of, and should be read alongside, our Terms & Conditions.

Accommodation Bookings

Guest Cancellations

The amount refunded depends on how many days remain before your check-in date:

• 14 days or more before check-in – the accommodation charge is refunded in full.
• 1 to 13 days before check-in – 50% of the accommodation charge is refunded.
• On the day of check-in – the accommodation charge is not refunded.

Days are counted as whole calendar days between the date you cancel and your check-in date. For example, cancelling on the 14th day before arrival is refunded in full; cancelling on the 13th day is refunded at 50%.

All refunds are subject to the processing deduction described below.

Changes to Your Booking

If you would like to change the dates of your stay, please contact us as soon as possible.

Date changes are subject to availability and cannot be guaranteed.

If We Need to Cancel

In the unlikely event that The Pax needs to cancel your accommodation booking, you will receive a full refund of everything you have paid, with no deduction of any kind.

Neither the cancellation tiers above nor the processing deduction below apply where we are the ones cancelling.

Optional Wellbeing Add-ons

Guest Cancellations

Optional wellbeing experiences, including personalised healing sessions, are refunded in full whenever you cancel your booking – however close to the scheduled appointment the cancellation is made. The processing deduction below still applies.

This is more generous than the accommodation tiers above, and it is deliberate: we would rather you cancelled a session you no longer want than felt obliged to keep it.

Rescheduling

Where possible, alternative dates may be offered, subject to availability and mutual agreement. Rescheduling cannot be guaranteed.

If We Need to Cancel an Add-on

If The Pax needs to cancel a booked wellbeing experience, you will receive a full refund with no deduction, or an alternative appointment if you would prefer one.

Processing Deduction

Refunds are subject to a deduction of 2% of the amount refunded.

When you pay, our payment provider charges us a card processing fee. That fee is not returned to us when a payment is refunded, so the 2% deduction covers a cost we cannot recover.

To be clear about what this is and is not:

• It is not a booking fee. No booking fee is added to your payment – the price you see at checkout is the total you pay.
• It is calculated on the amount being refunded, not on the original booking value.
• It does not apply where The Pax cancels your booking. In that case you are refunded in full.

How Refunds Are Paid

Refunds are returned to the card used for the original payment. They normally reach your account within 5 to 10 working days, depending on your bank.

We will email you at the point of cancellation confirming the amount refunded and how it was calculated.

Statutory Cancellation Rights

Because your booking is for accommodation to be provided on specific dates, the 14-day statutory cancellation (“cooling-off”) period under the Consumer Contracts Regulations 2013 does not apply. The cancellation rights set out above apply instead.

Nothing in this policy affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015.

Questions

If you have any questions regarding cancellations or amendments, please contact us before making your booking at wearethepax@gmail.com. We are always happy to help clarify our policies.