Cancellations and Refunds
Our cancellation policy, refund process, and common questions
Policy overview
- You can cancel a booking with a full credit refund up to 4 hours before the session start time.
- If you cancel within 48 hours of the session start time, the refund will be credit only.
- If you cancel over 48 hours in advance, or your booking was cancelled by Pirate, a card refund may be requested — see details below.
- If you cancel within 4 hours of your session starting, there is no refund available.
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1-hour booking cancellation grace period: you can cancel a reservation within one hour of making it and receive a full credit refund — unless the reservation is scheduled to start within the next two hours.
Refunds and cancellations
My session was cancelled, but I have not received a refund
If your session has been cancelled by yourself or by PIRATE.COM, the funds are automatically credited back to your Pirate account to be used against another booking. However, if your session is due to start within 4 hours, no refund is offered.
Unfortunately, if your session has been cancelled due to anti-social behaviour or breaking our House Rules, we're unable to refund your credit.
I want to request that my credit is refunded to my payment card
If you'd like to request that the credit on your PIRATE.COM account is refunded back to your payment card, please fill in this form for the UK, IE, and US, or this form for Germany. Please note: if you've cancelled a booking that's less than 48 hours away, we'll only be able to reimburse your booking fee as studio credit.
I requested a refund back to my card but have not yet received it
If we've refunded an amount back to your card, it can take between five and ten business days to show in your available balance. If you've been waiting longer than 10 business days, please email us at support@pirate.com.
I had an issue with my booking, or something was broken — can I get a refund?
Please make sure to contact us ASAP during your session so we can take care of it. We have plenty of spares, or can move you to a new studio. Unfortunately, we may not be able to compensate you for issues if you contact us at a later date.
Good to know
- Bookings cannot be amended or refunded for late arrivals after the booked session has started.
- If Pirate alters a booking, you'll be contacted via SMS/text message.
- We can only refund payments back to the original card used to make the booking.
- Any credits issued as a goodwill gesture are non-transferable and cannot be refunded to your payment card.
- Pirate Credit will expire after 90 days.
- Promotional credit cannot be refunded to your payment card. This includes vouchers.
Refunds vs. reversals
What's the difference between a refund and a reversal?
Sometimes a repayment may show on your statement as a reversal rather than a refund — here's the difference:
A refund is the process of reimbursing you for a transaction that's already been completed. This means the money has already been received by the merchant, and must be returned to you.
A reversal refers to situations where you've sent the money, but it's yet to be received by the merchant's account. While it's still being processed, the transaction can be reversed instead.
Note: a reversal won't show on your bank statement at all. This is usually because the transaction was cancelled before the funds fully settled, so there's nothing left to appear.