Cancellation policy

1. WHAT IS TRUE TODAY Nothing in this system charges a cancellation fee. Online payment is switched off, the site takes requests rather than bookings, and a temporary hold on a slot expires by itself if it is not confirmed — you do not need to do anything to release it. So today, cancelling a request costs you nothing. That will change when bookings and payments open, and this policy is where the change has to be written down before it does. 2. CANCELLING A REQUEST THAT IS NOT YET CONFIRMED Tell us and we will close it. There is no charge. 3. CANCELLING A CONFIRMED BOOKING [NELLA TO CONFIRM: the notice periods and what each one costs. For example, a policy of this kind normally states one figure for cancellation more than a stated number of days ahead, another for less, and another for the day itself. Each of those numbers is a commercial decision NELLA has to make. Not one of them has been guessed at here, because a plausible fee schedule is the single most dangerous thing this document could contain: it looks reviewed, it will be quoted at you, and you will be held to it.] 4. DEPOSITS [NELLA TO CONFIRM: whether a deposit is refundable, partly refundable, or non-refundable, and whether that depends on notice given.] 5. MOVING A BOOKING RATHER THAN CANCELLING IT [NELLA TO CONFIRM: how far ahead a booking may be moved, how many times, whether a fee applies, and whether the new date has to fall within a period.] 6. NOT TURNING UP [NELLA TO CONFIRM: what happens if a client does not arrive, and after how long the slot is treated as used.] 7. IF WE CANCEL [NELLA TO CONFIRM: what NELLA offers when it cancels — a replacement slot, a full refund, both — and within what period a refund is paid.] 8. THINGS NEITHER OF US CONTROLS [NELLA TO CONFIRM: how power failures, network failures, civil disruption, weather and public health measures are treated. Note that redundant power and redundant broadband are described elsewhere as intended capabilities and are not verified, so this clause must not assume them.] 9. HOW TO CANCEL Tell us on the channel we have been using for your booking, or from your account if the booking is in it. A cancellation takes effect when we acknowledge it, and we will confirm it in writing. [NELLA TO CONFIRM: the address a cancellation should be sent to, and whether a cancellation is effective on sending or on our acknowledgement. The wording above assumes acknowledgement; a lawyer should decide.] 10. REFUNDS [NELLA TO CONFIRM: how a refund is paid and how long it takes, once payments are live.]