Cancellation Policy

1.1 Standard Cancellation Window

If you cancel 72 hours (3 days) or more before the scheduled service date, you may reschedule your booking to an alternative date at no additional charge, subject to availability.

1.2 Late Cancellation

If you cancel less than 72 hours before the scheduled service date, a cancellation fee equal to the full quoted service fee will be charged.

1.3 No-Show

If you fail to provide access or communicate a cancellation on the scheduled service date, the full quoted fee is due as a no-show charge.

2.1 Rescheduling requests should be made in writing (email acceptable) as soon as possible.

2.2 VELARONA will endeavour to accommodate rescheduling requests, subject to availability.

2.3 Rescheduling within 72 hours of the original service date may incur a rescheduling fee or require confirmation of the revised date in writing.

3.1 VELARONA may cancel or postpone a booking due to unforeseen circumstances, including but not limited to:

• • Extreme weather conditions
• • Staff shortage or emergency absence
• • Utility failure or access issues
• • Safety concerns or hazardous conditions
• • Emergency incidents beyond our control

3.2 If VELARONA cancels, you will be offered an alternative date at your earliest convenience or a full refund of any fees paid.

3.3 Notice of cancellation will be provided as soon as reasonably practicable.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers who enter into a contract at a distance (online, phone, or off-premises) generally have a statutory right to cancel within 14 days of entering the contract without giving a reason.

Important exceptions and conditions:

• • The 14-day cancellation period starts the day after the contract is concluded (e.g., booking confirmation).
• • If you expressly request services to begin within the 14-day period and consent to their commencement prior to the end of that period, the statutory right to cancel may be waived for the portion of services already provided.
• • If cancellation occurs during the statutory cooling-off period and services have already begun at your request, VELARONA may retain an amount necessary to cover the costs of services already provided.

For clarity:

• • The 72-hour cancellation window above is separate from statutory cooling-off rights and applies for commercial scheduling purposes.
• • Statutory rights may still apply depending on how and when the contract was formed (e.g., online booking).
• • If you are uncertain whether statutory cancellation applies to your situation, please contact VELARONA for clarification.

To cancel or reschedule a booking, please contact us at:

Email: web@velarona.com

Phone: 01302 985051

London HQ: 128 City Road, London, EC1V 2NX

Doncaster Office: Unit 22, 15 Shaw Wood Way, Doncaster, DN2 5YL

We recommend sending cancellation and rescheduling notifications in writing to ensure there is a clear record.

If you believe a cancellation fee has been applied unfairly or you have questions about your statutory rights, you may seek further guidance from the UK Information Commissioner's Office (ICO) or Citizens Advice.

If you have any questions about this policy, please contact us.