Help
Complaints and Refunds Policy
DRAFT. Version 0.1, 20 October 2026.
How to complain
Email hello@suiteseats.co.uk with "Complaint" in the subject, or use the form in Account > Help. Tell us what happened and what you'd like us to do.
What happens next
- We acknowledge your complaint within 2 working days and give you a named contact.
- We aim to resolve it within 10 working days. If it's complex, we'll explain why and tell you when to expect an answer.
- Final response within 8 weeks at the latest. If you're still unhappy, we'll tell you about an approved alternative dispute resolution provider [to confirm, for example ProMediate or the Consumer Dispute Resolution Centre]. You can also go to the small claims court.
Refunds at a glance
| Situation | What you get |
|---|---|
| Cancel within the 14-day cooling-off (new plan, trial conversion or annual renewal) | Refund minus a proportionate amount for days used |
| Cancel later | No further charges; access until the end of the paid period |
| Concierge: no qualifying option found | Full deposit refund within 14 days |
| Concierge: cancel before an option is delivered | Deposit minus a proportionate charge for work done |
| We charged you in error | Full refund within 5 working days |
| Service unavailable for more than 72 hours in a month | Pro-rata credit on request |
Refunds go back to the original payment method.
How we learn from complaints
We log every complaint and review the log monthly. Recurring issues go into the product roadmap.