Refund policy

Last updated: 22 August 2026

This policy applies to event tickets purchased directly from Crown Lane Cellar through our website.

Event tickets

Tickets are sold for events taking place on a specific date or during a specific period. Under UK consumer law, the usual 14-day cancellation right for online purchases does not normally apply to tickets for dated leisure events.

Unless an event is cancelled, rescheduled or materially changed, tickets are therefore non-refundable if:

  • You change your mind.
  • You can no longer attend.
  • Your travel arrangements change.
  • You arrive late or miss the event.
  • Another member of your party is unable to attend.

This does not affect your statutory rights.

Cancelled events

If Crown Lane Cellar cancels an event and no suitable replacement date is offered, ticket holders will be entitled to a refund of the ticket price and any mandatory booking fee paid directly to Crown Lane Cellar.

Refunds will be made to the original payment method wherever possible. We are not responsible for associated costs such as travel, accommodation or other expenses unless required by law.

Rescheduled events

If an event is rescheduled, tickets will normally remain valid for the replacement date.

If you cannot attend the replacement date, you may request a refund within the period stated in our rescheduling notice. Instructions and the applicable deadline will be provided using the contact details supplied with the booking.

Refund requests received after the stated deadline may not be accepted, except where required by law.

Material changes

If we make a material change to an event, we will explain the available options to ticket holders. Depending on the circumstances, this may include retaining the ticket, transferring it to a replacement event or requesting a refund.

A material change is a change that significantly alters the event a customer reasonably expected when purchasing. Changes to supporting performers, running order, advertised timings or other minor details will not necessarily constitute a material change.

Ticket transfers

If you are unable to attend, please contact us before the event to ask whether your ticket can be transferred to another person.

Transfers are subject to the nature of the event, any applicable age or admission restrictions and sufficient time for us to update the booking. A transfer is not confirmed until Crown Lane Cellar has approved it.

Tickets must not be resold for profit or through unauthorised resale platforms.

Duplicate or incorrect purchases

If you believe you have accidentally purchased duplicate tickets or entered incorrect booking information, contact us as soon as possible.

We will consider genuine errors where we can reasonably verify them, but we cannot guarantee a refund once a booking has been completed.

Refused admission or removal from an event

A refund will not normally be provided where admission is refused, or a customer is asked to leave, because they:

  • Do not meet a clearly stated age or admission requirement.
  • Cannot provide requested proof of age or identity.
  • Are intoxicated or behaving unsafely.
  • Behave abusively, unlawfully or disruptively.
  • Breach venue or event rules.

Nothing in this section limits rights that cannot legally be excluded.

How refunds are processed

Approved refunds will normally be issued to the original payment method. Your bank or payment provider may require additional time to show the refund in your account.

If the original payment method is no longer available, please contact us so that we can discuss an appropriate alternative.

Events organised by third parties

Where Crown Lane Cellar sells tickets on behalf of a third-party organiser, additional event-specific terms may apply. Any such terms will be displayed or linked before purchase.

Your statutory rights remain unaffected.

Contact us

To ask about a booking or request a refund, use the contact form on our website or contact:

Crown Lane Cellar
18 Fisher Street
Entrance on Long Lane
Carlisle
CA3 8RH

Telephone: 01228 318013

Please include:

  • The name used for the booking
  • Your order or booking number
  • The event name and date
  • The reason for your request

Refund eligibility will be assessed under this policy and applicable UK consumer law.