Cancellation Policy

Effective 2 August 2026

Life with small children rarely goes to plan. This page explains what happens when you need to change or miss a session, and what we'll do if we have to change one.

The short version: we'd always rather move your session than lose it. Talk to us early and we'll do what we can.

Rescheduling — the easiest option

You can move your session yourself in the app up until 3 hours before your arrival time. Open your booking from your account and pick another time.

The exact cutoff for your session is shown when you book and on your booking page. Most sessions use 3 hours, but if one differs, the page is the one to trust.

After the cutoff, get in touch as soon as you can. We'll do our best to find you another spot, though we can't promise it at short notice — club days book up, and a late gap usually can't be refilled.

If you can't make it at all

Let us know as early as you can, and we'll look at the options together:

Move you to another date. Nearly always possible with reasonable notice, and our first choice.

Hold what you've paid as credit towards a future session, so nothing is lost.

Refund, where a cancellation window applies to your session. Some sessions have one and some don't — where one applies to your booking, it's shown when you book and on your booking page.

Where no cancellation window applies, payments aren't refundable. That isn't us being difficult: your session holds a place on a club day that we can rarely fill at short notice. We'll still do what we reasonably can to help.

Sick children

Please don't bring an unwell child to the studio — for their sake, ours, and the other families that day.

Tell us as soon as you know and we'll move your session. We'd much rather reschedule a poorly toddler than have you push through a session nobody enjoys. This is exactly the situation credit and rescheduling exist for.

Running late

Your arrival window is when we're expecting you. If you're running late, message us — we'll hold your place if the day allows.

A late arrival usually means a shorter session rather than a cancelled one, and we can't extend into the next family's time. If you arrive so late that there's no session left to run, it's treated as a missed session (below).

Missed sessions

If you don't arrive and we haven't heard from you, we're not able to refund or reschedule that session.

We know that sounds firm, and we'll always listen if something genuinely went wrong — but a place held and unused can't be given to anyone else. A quick message, even on the day helps us plan our day, and make the best use of the time.

If we have to change your session

Occasionally we have to move a session ourselves — illness, equipment failure, or something else outside our control.

If that happens, we'll contact you as soon as we can and offer you the next suitable time. We'll always try to find something that works for you.

Credits, vouchers and memberships

Session credits and gift vouchers are returned to your account if we cancel a session, and stay valid for their normal period.

Where a refund applies to a booking partly paid with credits or a voucher, the credit or voucher portion goes back to your account and only the cash portion is refunded to your card.

Memberships are separate from any single booking — cancelling a session doesn't cancel your membership, and cancelling your membership doesn't cancel a session you've already booked. Membership terms are in our Terms & Conditions.

Your rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Questions

If something's come up and you're not sure where you stand, just ask — email hello@thelittleportraitclub.com. We're reasonable people.