Sugar Hill Hop is committed to being transparent about how payments, refunds, and cancellations are handled. All payments are processed securely via Stripe. Please read this policy carefully before booking, as completing a purchase constitutes acceptance of these terms.
General Principles
- All prices are listed in GBP (£) and include VAT where applicable.
- Payments are processed at the time of booking via Stripe. You will receive a confirmation email upon successful payment.
- Stripe’s processing fees are non-refundable in all circumstances, as these are charged by Stripe at the point of payment and cannot be recovered by Sugar Hill Hop.
- Refunds are returned to the original payment method used at checkout. Stripe typically processes refunds within 5–10 business days, though your card issuer may take longer to reflect this.
Weekly Classes & Course Blocks
- Full refund (minus Stripe fee): Requested more than 7 days before the course start date.
- 50% refund (minus Stripe fee): Requested between 3–7 days before the course start date.
- No refund: Requested fewer than 3 days before the course start date, or after the course has begun.
- If you cannot attend an individual session within a course block, we are unable to offer refunds or rollovers for missed sessions.
- You may transfer your place to another person at the same level by contacting us at least 48 hours in advance.
Drop-In Classes
- Full refund (minus Stripe fee): Requested more than 48 hours before the class.
- No refund: Requested fewer than 48 hours before the class, or for non-attendance (no-shows).
- Drop-in credits are non-transferable between events unless agreed in writing.
Workshops & Special Events
- Full refund (minus Stripe fee): Requested more than 14 days before the event date.
- 50% refund (minus Stripe fee): Requested between 7–14 days before the event date.
- No refund: Requested fewer than 7 days before the event, or for non-attendance.
- Ticket transfers to another named attendee are permitted up to 48 hours before the event — please contact us to arrange this.
Social Dances
- Full refund (minus Stripe fee): Requested more than 48 hours before the event.
- No refund: Requested fewer than 48 hours before the event, or for non-attendance.
Performances & Showcases
Due to the planning and production costs involved in performances, the following stricter terms apply:
- Full refund (minus Stripe fee): Requested more than 30 days before the performance date.
- No refund: Requested fewer than 30 days before the performance date.
- In exceptional circumstances, we may offer a credit note at our discretion.
Cancellations by Sugar Hill Hop
- If Sugar Hill Hop cancels a class, event, or workshop, you will receive a full refund, including Stripe fees, or the option to transfer your booking to a rescheduled date.
- We will notify you as soon as possible via the email address used at checkout.
- Sugar Hill Hop is not liable for cancellations caused by circumstances outside our control (force majeure), including severe weather, venue closures, or public health directives. In such cases, we will offer a credit note or reschedule where possible.
How to Request a Refund
All refund requests must be submitted in writing to our contact form.
Please include the following in your request:
- Your full name
- The event or class you booked
- Your Stripe payment confirmation or order number
- The reason for your request
We aim to respond to all refund requests within 3 business days. Approved refunds are processed back to your original Stripe payment method.
Chargebacks & Payment Disputes
We ask that you contact us directly before raising a dispute with your bank or card provider. In most cases, we can resolve issues quickly and amicably without the need for a formal dispute process.
If a chargeback is raised with your bank without first contacting Sugar Hill Hop, we reserve the right to provide your bank and Stripe with full documentation, including your booking details, the policy you agreed to at checkout, and any correspondence between us. Completing a purchase on our website confirms that you have read and agreed to this refund and cancellation policy.
Your Rights Under UK Consumer Law
This policy is designed to be fair and compliant with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. As dance classes and events are time-specific, scheduled services, the standard 14-day cooling-off period does not apply once a class or event has commenced. However, you retain full statutory rights where a service is not delivered as described.
If you have a complaint, please contact us and we will do our best to resolve it promptly.
Sugar Hill Hop is a UK sole trader. This policy is governed by the laws of England and Wales.