BOOKING, CANCELLATIONS & REFUND POLICY
This policy explains what happens if you need to cancel or change a booking, arrive late or miss your session at VIVA Torquay.
Cancelling your booking
At VIVA Torquay, we dedicate resources and schedule our staff to ensure you receive the highest quality service on your booked date. Due to the nature of our business and our commitment to allocating resources specifically for your booking, we do not offer a refund if you cancel. We appreciate your understanding and cooperation.
Rescheduling your booking
Plans change. If you need to move your booking to another date:
- Let us know at least 48 hours before your scheduled start time. Email hello@vivatorquay.com with your booking details.
- Choose a date within six months of your original booking date. Your new slot is subject to availability.
Arriving for your booking
Please arrive 15 minutes before your start time. This gives your group time to check in, complete any required waivers and hear the activity briefing.
Running late?
Call us on 01803 927471 as soon as you know you’re running late. We’ll do our best to move your activity to a later slot on the same day, provided one is available and it does not delay another booking. We cannot guarantee a later slot.
If we cannot move your original activity, we may be able to offer a similarly priced alternative activity, depending on what’s available that day.
If neither option is available, your session still starts at its scheduled time. You may have less time for your activity or miss it entirely. Late arrivals and missed sessions are non-refundable.
No-shows
If you do not attend your booking and have not contacted us beforehand, you cannot reschedule it or receive a refund.
Contact us
To change your booking at least 48 hours in advance, email hello@vivatorquay.com. If you’re running late on the day, call 01803 927471.