Booking, Cancellation & Refund Policy
Effective date: 8 May 2026
1. About this policy
This Booking, Cancellation & Refund Policy explains how bookings, cancellations, refunds and changes work at City Greens Golf Ltd.
By making a booking with us, you agree to this policy.
2. Bookings
Bookings may be made through our website, Trackman, Your Golf Booking, in person, by phone, by email or through another booking method we make available.
When making a booking, you are responsible for ensuring that the details you provide are accurate, including:
your name;
contact details;
booking date and time;
number of guests;
booking type;
any special requirements.
Your booking is confirmed once we have accepted the booking and, where required, payment has been made.
3. Payment
Payment may be required at the time of booking.
Payments are processed through SumUp or another payment provider we may use from time to time.
We reserve the right to cancel or refuse a booking if payment is not received, payment fails, or we reasonably believe the booking has been made fraudulently or in breach of our terms.
4. Arriving for your booking
Please arrive in good time for your session. We recommend arriving at least 15 minutes before your booking time so you can check in, get settled and make the most of your session.
Your booking time starts at the scheduled time, not from the time you arrive.
If you arrive late, we may not be able to extend your session, as this may affect other bookings.
5. Cancellations by customers
If you need to cancel your booking, please contact us as soon as possible.
Our standard cancellation position is:
cancellations made more than [insert notice period, e.g. 48 hours] before the booking may be eligible for a refund or rescheduling;
cancellations made within [insert notice period, e.g. 48 hours] of the booking may not be refundable;
no-shows are not refundable.
You may wish to decide this final period before publishing. A clear 48-hour cancellation window is usually practical for simulator venues.
6. Rescheduling
We may allow bookings to be rescheduled, subject to availability.
Rescheduling requests must be made before the booking start time and ideally with at least [insert notice period, e.g. 48 hours] notice.
We are not required to reschedule bookings where a customer fails to attend or gives insufficient notice.
7. Group bookings and private events
Group bookings, corporate bookings, private hire, events and special packages may be subject to separate cancellation and payment terms.
These terms may include deposits, staged payments, minimum spend, final balance deadlines and different cancellation periods.
Where separate terms are agreed in writing, those terms will apply in addition to this policy.
8. Memberships
Memberships may be subject to separate membership terms, including payment frequency, renewal, cancellation, fair usage and benefits.
Where membership terms are provided, they will apply in addition to this policy.
9. Events and ticketed experiences
Tickets for events, tastings, competitions or special experiences may be non-refundable unless stated otherwise.
If an event is cancelled by us, we will usually offer a refund, credit or alternative date.
If an event is postponed, we will let ticket holders know the new date where possible.
10. Cancellations by City Greens Golf
We may need to cancel or change a booking due to circumstances outside our control or operational reasons, including:
equipment failure;
staff illness;
venue closure;
health and safety concerns;
power, internet or technology issues;
severe weather or travel disruption;
events outside our reasonable control.
If we cancel your booking, we will usually offer a refund, credit or alternative booking time.
11. Technical issues during simulator sessions
We aim to provide a high-quality simulator experience. However, golf simulator technology may occasionally be affected by technical issues.
If a technical issue significantly affects your session, please tell a member of staff during the session so we can try to resolve it.
Any refund, credit or extension will be considered at our discretion based on the circumstances.
12. Alcohol and conduct
City Greens Golf is a premium golf simulator and hospitality venue. Customers are expected to behave respectfully towards staff, other customers and the venue.
We reserve the right to refuse service, stop a session or ask customers to leave where behaviour is unsafe, abusive, disruptive, intoxicated, damaging to property or otherwise inappropriate.
In these circumstances, refunds will not usually be given.
13. Damage to equipment or venue
Customers may be responsible for damage caused to our equipment, technology, furniture, fixtures, fittings or venue where damage is caused deliberately, recklessly or through misuse.
This may include damage to simulator screens, clubs, sensors, projectors, furniture, glasses, bar equipment or other property.
14. Contact us
For booking, cancellation or refund queries, please contact:
info@citygreensgolf.co.uk
