Effective date: 23 July 2026. This policy applies to event tickets sold by The Ancient Masonic Lodge of Dundee No. 49.
1. Customer changes of mind or inability to attend
Tickets for leisure events taking place on a specified date generally do not carry an automatic 14-day cooling-off right. A customer who changes their mind or becomes unable to attend is therefore not automatically entitled to a refund.
However, the Lodge Committee may consider a refund, ticket transfer or credit request at its discretion and on a case-by-case basis. In reaching a decision, the Committee may take account of the notice given, the circumstances of the request, whether the place can reasonably be resold, costs already incurred and fairness to other ticket holders.
A discretionary request is not guaranteed to be approved. This discretion does not restrict any statutory rights that apply to the customer.
2. How to request a discretionary refund
Email info@lodgeancient49.co.uk as soon as possible and include:
- the purchaser’s name and email address;
- the booking or ticket reference;
- the number of tickets affected; and
- a brief explanation of the request.
The Lodge may ask for reasonable supporting information where this is relevant, but customers should not send sensitive medical documents unless specifically requested and necessary.
3. Ticket transfers
Where a refund is not available, the Lodge may permit the ticket to be transferred to another attendee. Any transfer must be notified to the Lodge before the event and remains subject to capacity, ticketing and safeguarding requirements.
4. Event cancelled by the Lodge
If the Lodge cancels the event and does not provide the contracted event, paid ticket holders will be entitled to a full refund of the ticket price. Refunds will normally be returned to the original payment method.
5. Event rescheduled or materially changed
If the event is rescheduled or materially changed, ticket holders will be informed using the contact information supplied at booking. Customers will be offered a reasonable choice between keeping the ticket for the revised event or requesting a refund within the deadline stated in the notice.
Minor changes that do not materially alter the nature of the event—such as changes to the running order, quiz rounds, host, entertainment, refreshments or room layout—do not normally create a right to a refund.
6. Refused admission or removal
No refund will normally be provided where admission is refused, or a person is removed, because of a fraudulent ticket, serious misconduct, intoxication, threatening or discriminatory behaviour, damage, or a material breach of the booking terms.
7. Pay at the Door bookings
If you selected Pay at the Door and have not yet made any payment, there is no payment to refund. Please contact the Lodge as soon as possible if you cannot attend so the reserved places can be released for other guests.
8. Processing approved refunds
Approved refunds will be processed without undue delay and normally within 14 days of approval or cancellation. Bank processing times may mean the credit appears later. Refunds will usually be made to the original payment method; where that is not possible, the Lodge will arrange a suitable alternative after verifying the purchaser.
9. Statutory rights
Nothing in this policy removes or limits rights provided by consumer law. If you believe the event has not been provided as agreed, contact us so the matter can be reviewed promptly.