Lounge & Mingle

Refunds & Cancellation

Pre-publication draft updated: 13 August 2026

Summary

1. Your statutory cancellation right

If you live in the UK, the Consumer Contracts Regulations 2013 give you 14 days from purchase to change your mind about a membership pass.

If you expressly ask us to begin the service during the cancellation period after receiving the required information, we may make a lawful proportionate deduction for service actually supplied. We will not make that deduction unless the checkout captured a valid, separate request for early performance. You keep the right to cancel.

To cancel under this right, email support@loungeandmingle.com within 14 days. You do not have to give a reason.

2. Membership passes

Burnt Before — £3.99, 3 days

A one-time purchase that does not renew. Access ends automatically after 3 days. Refundable within 14 days under section 1. A deduction applies only where the checkout captured a valid express request for immediate performance after the required information was shown.

The Curious — £7.99 per month

Renews every month at the price shown at checkout until cancelled. Unless you cancel before the next billing date, Stripe will attempt to charge the payment method on file. Cancelling stops the next renewal; you keep access until the current month ends. We provide any renewal notice required by law and may also send a reminder.

Social — £21.99 per 3 months

Renews every 3 months at the price shown at checkout until cancelled, on the same terms over a three-month cycle. Unless you cancel before the next billing date, Stripe will attempt to charge the payment method on file.

Earned tiers

Pen Pal and Elite eligibility is earned through verified Good Deeds. Once eligible, you may purchase the corresponding paid membership at the price then shown. Any paid membership is handled under the normal cancellation and refund rules.

3. How to cancel a subscription

Go to Settings → Subscription or the Stripe billing portal and chooseCancel subscription. You will get confirmation by email.

If you cannot find it or it does not work, email support@loungeandmingle.com and we will cancel it for you. Cancellation does not by itself create a refund; this policy and your statutory rights apply.

4. Event tickets

More than 48 hours before the start: full refund. Within 48 hours, after check-in, or a no-show: no refund.

The 48-hour rule exists because hosts commit to venues and catering on the basis of numbers. Late cancellations cost them money they cannot recover.

Free events cost nothing to cancel — but please do cancel, so your place goes to someone on the waitlist.

If the event is cancelled or changed, you get an automatic full refund with no need to ask, where the host cancels, changes the date or start time materially, or moves it to a materially different venue. You do not need to argue about whether a change was material — if you would not have booked knowing about it, tell us and we will refund you.

You are not charged while on a waitlist. Payment is taken only when a place is confirmed, and you can decline it.

Removal for breaching the Community Guidelines or venue rules does not automatically remove statutory rights. We assess the service delivered, costs properly incurred, the reason for removal and any service that will no longer be supplied.

5. When we refund regardless

We will refund you in full, outside the rules above, if:

• you were charged in error, or charged twice
• a paid feature did not work and we could not fix it in reasonable time
• we withdrew something material you had paid for
• we closed your account and were wrong to do so
• an unauthorised payment was taken from your account

We would rather refund someone who was let down than argue about it.

6. When we do not refund

• You seek payment for service already supplied after a valid request for early performance
• You did not use a pass you bought, having had access to it
• You changed your mind about a period already under way, outside the 14-day right
• You did not match with anyone, or a date went badly — we cannot promise outcomes

Nothing in this section permits an unfair forfeiture or removes your statutory rights.

7. How refunds are made

Refunds go to the original payment method— we cannot send them anywhere else. We process within 5 working days, and your bank usually takes a further 5 to 10 working days. If it has been longer, contact your bank first, then us.

8. Chargebacks

If you think a charge is wrong, please contact us first— we can usually fix it within a day, whereas a chargeback takes weeks. If you do raise one, we may suspend the account while the dispute is investigated. Genuine mistakes and genuine disputes are not what this section is about.

9. Complaints

If you are unhappy with a refund decision, email support@loungeandmingle.com and ask for it to be reviewed. A different person will look at it. Nothing in this policy affects your statutory rights.

Lounge and Mingle Ltd, 5 Brayford Square, London, England, E1 0SG. Registered in England and Wales, company number 15163115.