REFUND, CANCELLATION & COMPLAINTS POLICY

Loughborough Bellfoundry Museum & Tours
Last updated: May 2026

Museum Admission
• General museum admission tickets purchased on the day are non refundable, except where required by law.
• Advance museum tickets may be refunded or exchanged if cancelled at least 24 hours before the visit date.
• No refunds are offered for partial visits or if you arrive late.
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Guided Tours
• Advance bookings are strongly recommended for guided tours.
• Tours cancelled by the visitor:
o More than 48 hours’ notice: full refund or option to reschedule.
o 24–48 hours’ notice: 50% refund or option to reschedule (subject to availability).
o Less than 24 hours’ notice or non attendance: no refund.
• If you arrive late, we may be unable to admit you once the tour has started, and no refund will be given.
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Group Bookings
• Group bookings (10 or more visitors) are subject to the following:
o Cancellations 7 days or more before the visit: full refund.
o Cancellations 3–6 days before the visit: 50% refund.
o Cancellations with less than 72 hours’ notice: no refund.
• Final group numbers must be confirmed at least 72 hours in advance. Refunds are not normally offered for last minute reductions in group size.
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Tour or Museum Closures
• If a tour or the museum is cancelled by us (for example due to staff illness, building issues, or unforeseen circumstances), visitors will be offered:
o A full refund, or
o The option to rebook for a later date.
• We are not responsible for additional costs incurred (such as travel or accommodation).
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Exceptional Circumstances
• We recognise that exceptional circumstances can arise. Refund requests outside this policy will be considered at our discretion and handled on a case by case basis.
• Supporting information may be requested.
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Satisfaction with Visit or Tour Content
• Refunds are not available if you have attended a tour or visited the museum and later decide that the content, interpretation, duration, or presentation did not meet your personal expectations.
• This includes (but is not limited to) dissatisfaction with:
o The subject matter or level of detail
o Tour format or delivery
o Exhibition content or layout
• Our tours and exhibitions are described in advance, and attendance constitutes acceptance of the experience as offered.
This does not affect your statutory rights, including refunds where the service was not provided with reasonable care and skill.
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Complaints Procedure
We are committed to providing a positive and informative experience for all visitors and welcome feedback on our museum and tours.
• If you have a concern during your visit, we encourage you to raise it with a member of staff at the time, where we will do our best to resolve it promptly.
• If you wish to make a formal complaint after your visit, please contact us in writing within 14 days of your visit, including:
o Your name
o Date of visit
o Booking reference (if applicable)
o A brief description of your concern

Complaints can be submitted via:
• Email: info@belltrust.co.uk
• Post: Loughborough Bellfoundry Museum, Freehold Street, Loughborough, LE11 1AR
All complaints will be acknowledged and reviewed carefully. We aim to respond within 10 working days.
While complaints will be taken seriously and used to improve our services, making a complaint does not automatically entitle a visitor to a refund, particularly where the visit or tour has been delivered as described.
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Legal Rights
This policy does not affect your statutory rights under UK consumer protection law.