Refund Policy
1. 3rd Party Services
Many services arranged through SLTR Mayfair are supplied by independent third-party venues, restaurants, transport providers, hosts, operators, ticketing businesses, or other service providers.
These third-party suppliers are responsible for delivering their own services and for applying their own booking, entry, cancellation, refund, no-show, and rescheduling policies.
If a customer wants a refund for a third-party service, the request must be made to the relevant venue or supplier that accepted the booking or provided the service, unless SLTR Mayfair has expressly agreed otherwise in writing beforehand.
2. Door Entry & Access
SLTR Mayfair does not control venue door policies, admissions decisions, refusal of entry, age-verification requirements, dress-code enforcement, security decisions, table release rules, or any venue-imposed conditions of entry where those matters are operated by the venue or event organiser.
Any complaint or refund request relating to door entry, refusal of admission, queue management, guest-list access, ticket scanning, event capacity, security removal, or other venue-operated access issue must be directed to the relevant venue, promoter, ticketing provider, or event operator responsible for that service, unless SLTR Mayfair took payment directly under a separate written agreement.
3. Payments Taken by SLTR Mayfair
SLTR Mayfair will only take payment directly where this has been explicitly agreed in advance and confirmed in writing, for example for a deposit connected to a dinner booking, a taxi reservation, or another specifically identified arrangement.
If SLTR Mayfair takes a payment directly, the written confirmation will normally state what the payment relates to, whether it is refundable, the relevant cancellation terms, and whether any amount is being held on behalf of a third-party supplier.
Where a payment taken directly by SLTR Mayfair is stated in writing to be non-refundable, partly refundable, supplier-dependent, or subject to a cancellation charge, that written term will apply subject to the customer’s statutory rights.
4. Refund Requests
If SLTR Mayfair did not collect the customer’s payment for the relevant service, SLTR Mayfair will not usually be able to issue a refund itself because the contract and payment handling will usually sit with the service provider.
In those cases, the customer should submit the refund or complaint request directly to the relevant service provider in line with that provider’s own terms and conditions.
On request, SLTR Mayfair can provide the customer with the contact details it holds for the relevant venue, supplier, or operator so the refund request can be made directly.
5. Assistance From SLTR Mayfair
Where reasonable, SLTR Mayfair may assist by passing on information, sharing supplier contact details, or confirming booking references that SLTR Mayfair holds at our discretion, but this does not make SLTR Mayfair responsible for the third party’s decision or liable for any refusal to refund.
Any assistance given by SLTR Mayfair is provided on an administrative basis only unless SLTR Mayfair has separately agreed in writing to manage the payment or refund process.
6. Statutory Rights
Nothing in this policy limits or excludes any mandatory legal rights a customer may have against the trader actually supplying the contracted service, or against SLTR Mayfair where SLTR Mayfair is itself the contracting trader for a separately agreed paid service.
UK consumer law applies to contracts between a trader and a consumer for services, and traders must not mislead consumers about their rights.
7. Written Terms Prevail
If SLTR Mayfair has issued a booking confirmation, invoice, proposal, WhatsApp confirmation, email confirmation, or other written message setting out specific payment, cancellation, or deposit terms for a particular arrangement, those specific written terms will apply to that arrangement in addition to this policy.
If there is any conflict between this general Refund Policy and a specific written agreement for a paid arrangement handled by SLTR Mayfair, the specific written agreement will take priority, subject to applicable law.
8. Contact
For help identifying the correct venue or supplier for a refund request, customers may contact SLTR Mayfair and request the relevant contact details.
Please email: bookings@sltrmayfair.com or call: +44(0)2030518159