Last updated: 09/11/2025
At The Fringe And The Fold, we want all our guests and supporters to enjoy their experiences, adoptions, and merchandise purchases. This Refund Policy explains when refunds are available and how to request one.
1. Experiences
1.1 Cancellations by Guests
You may be entitled to a refund depending on when you cancel your booking:
- Cancellations made at least 72 hours before the scheduled experience will receive a 50% refund.
- Cancellations made within 72 hours of the scheduled experience, or no-shows, are non-refundable.
- Bookings made within 72 hours of the experience are non-refundable.
To request a refund or reschedule, please email hello@thefringeandthefold.co.uk with your name and booking reference.
1.2 Cancellations by The Fringe And The Fold
If we must cancel due to severe weather, animal welfare, or unforeseen circumstances, you will be offered either:
- a full refund, or
- an alternative date for your experience at no extra cost.
2. Animal Adoptions
2.1 Nature of Adoptions and Refunds
Adoptions are symbolic and do not imply ownership or rights over any animal. All animals remain the property of The Fringe And The Fold.
As digital content is supplied upon purchase of an adoption, adoptions are non-refundable once the digital pack has been delivered. By completing your purchase, you consent to immediate access to digital content and acknowledge that you waive your right to a refund once delivery has begun.
2.2 Dispatch and Delivery
- Physical adoption packs are typically dispatched within 10 working days of your order.
- Digital items are sent electronically typically between 0 and 48 hours after purchase.
If you have not received your item(s) within the timeframes above, please contact hello@thefringeandthefold.co.uk.
We are not liable for postal delays after dispatch.
2.3 Auto-Renewals
Adoptions are set to auto-renew annually so that your support continues without interruption. A reminder email will be sent to you before the renewal date.
You may cancel the auto-renewal at any time before the renewal payment is taken by contacting us at hello@thefringeandthefold.co.uk.
Once a renewal payment has been processed, our standard refunds policy for digital/adoption products will apply, and renewed adoptions will be non-refundable once digital delivery has begun.
3. Merchandise
3.1 Returns and Refunds
If you are not satisfied with your merchandise purchase, you may return unused items in their original condition within 14 days of receipt for a full refund (excluding delivery costs).
Please email hello@thefringeandthefold.co.uk before returning any items so we can provide further instructions.
Custom or personalised products are non-refundable unless they are faulty.
3.2 Faulty Goods
If an item arrives damaged or faulty, please contact us within 7 days of receipt with photos showing the issue.
We will arrange a replacement or refund for faulty goods.
4. Gift Vouchers
Gift vouchers are non-refundable and cannot be exchanged for cash. They may, however, be transferred to another person.
Gift vouchers are valid for 12 months from the date of issue.
5. How to Request a Refund
To request a refund or discuss your options, please contact us at:
hello@thefringeandthefold.co.uk
When contacting us, please include:
- Your full name
- Your order or booking reference
- The reason for your refund request
- Any supporting photos (for faulty or damaged goods)
6. Exceptions
Refunds are not available for:
- No-shows or late cancellations for experiences (within 72 hours of the experience time)
- Digital adoption products once the digital pack has been delivered
- Custom or personalised merchandise unless faulty
- Gift vouchers
7. Governing Law
This Refund Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.