Thank you for business with Incognito.
If you are not entirely satisfied with your purchase, we’re here to help.
What is our refund and cancellation policy?
Our goodwill refund policy, which is in addition to your statutory rights, entitles you to a refund or exchange for an item bought online or inhouse with a valid receipt or parcel summary document within 30 days of purchase or receipt - this currently only applies to our voucher range.
Once we receive your request for a voucher or booking refund, we will notify you that we have received your request. We will immediately notify you on the status of your refund after checking with our refund terms seen above here.
If your refund is approved, we will initiate a refund to your credit card (or original method of payment).
You will receive the credit within a certain amount of days, depending on your card issuer’s policies - generally this is within seven working days, please notify us if you have not received this refund back within this time.
We ask that we are notified 1 working day before any cancellation to a booked table, if we receive a cancellation to a table within this time we will then refund the full amount of the deposit originally taken. If we receive a cancellation in less than 1 working day then we are obligated to retain 50% of the booking fee.
If you have any questions on how to return your item to us, contact us here or call us on 01962 807 277.