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Cancellation and Refund Policy

At Pen and Board, we aim to provide clarity, fairness and transparency in all our refund processes. Our policies are designed to balance the needs of our customers with the commitments we make to our Gamemasters, performers, and event organisers. Below are the details of our refund policy for private hire games, public games (online & in-person), and in-person events.

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All Cancellations and Refunds can be submitted via email at info@penandboard.co.uk.  Refunds can take up to 3-5 business days to reach your original payment method.

1. Experiences

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We understand that plans can change, so our refund policy is as follows:

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  • Full Refund: Cancellations made up to 72 hours before the scheduled start time are eligible for a 100% refund.

  • Partial Refund: Cancellations made within 24 to 72 hours of the scheduled start time are eligible for a 50% refund.  This partial refund recognises the significant preparation, travel arrangements, and work commitments made by our Pen and Board Gamemasters to deliver your bespoke experience.

  • No Refund: Cancellations made less than 24 hours before the game's start time are not eligible for a refund due to the advanced preparation required.

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Free Rescheduling: We offer a free rescheduling option if you’d prefer to change your booking to a new date instead of cancelling.  No additional fees apply for rescheduling, but be aware that any future dates may not be available.

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2. Campaigns

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​We understand that committing to a campaign is a journey, and while we strive for every session to be epic, however sometimes plans need to change. Our policy for campaign sessions, which are booked and paid for in three-session blocks within a three-month period, are as follows:

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  • Full Refund: If you need to cancel an entire three-session campaign block, you're eligible for a 100% refund if the cancellation is made at least 7 days before the start time of the first session.

  • Partial Refund: For cancellations made within 48 hours - 7 days of the first session's start time, a 50% refund will be provided. This accounts for the dedicated preparation time and logistical planning our Gamemaster invests in crafting your unique campaign experience.

  • No Refund: Cancellations made less than 48 hours before the first sessions start time are not eligible for a refund.  By this point, significant resources have been allocated for your campaign.

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Rescheduling Individual Sessions

 

 

Free Rescheduling: If you need to change the date of an individual session within your booked three-session block and no less than 48 hours before the scheduled session, you can reschedule it for free as long as it falls within the original three-month booking period.  Please let us know as soon as possible to arrange a new date that works for everyone.

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If you wish to reschedule within 48 hours on a scheduled session, a reschedule might not be possible, please get in contact as soon as possible so we can ensure you still get value and we can address any concerns.

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3. Events

In-person events, such as Stag/Hen do's, Birthday Parties and Celebrations, Corporate Events, require substantial preparation, logistics, and financial investment. Therefore, our refund policy reflects these considerations:

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  • Full Refund: For cancellations made at least three months (90 days) before the event start date, a 100% refund will be provided.

  • Partial Refund: For cancellations made at least one month (30 days) before the event start date, a 50% refund will be provided.

  • No Refund: Cancellations made within one months (30 days) of the event start date are not eligible for a refund. This is because significant costs are incurred by this point, including venue hire if being arranged by Pen and Board and custom event preparation.

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4. Apparel and Physical Products

Orders

How are your products made?

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

 

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@penandboard.co.uk.

 

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at info@penandboard.co.uk within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

 

Returns

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What’s your return policy?

We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at info@penandboard.co.uk!

 

Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at info@penandboard.co.uk with photos of wrong/damaged items and we’ll sort that out for you.

 

Can I exchange an item for a different size/colour?

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at info@penandboard.co.uk within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!

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Need Help or Have Questions?

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If you have any questions or need clarification about our refund policy, please reach out to us at info@penandboard.co.uk. We are here to ensure you have an enjoyable experience, while maintaining fairness for all parties involved.

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