Refund & Returns policy

Overview

The terms “we,” “us,” and “our” refer to Edinburgh Open Workshop Ltd. The term “EOW” refers to edinburghopenworkshop.co.uk. The terms “user,” “you,” and “your” refer to customers, members, class, course and training participants.
Refunds are not automatically issued and are considered on a case-by-case basis. EOW does not refund banking or transaction fees.

To request a refund, use the contact form on the site, or address your enquiry to:
Customer Services
Edinburgh Open Workshop Ltd
39-41 Assembly Street
Leith
Edinburgh
EH6 7BQ

General Refund Principles

These refund rights and conditions apply in addition to any statutory rights you may have under applicable law. If you’re unsure whether you’re entitled to a refund, please reach out to the team—we’re happy to help find the best solution together. A refund does not apply in the following cases:

• Personal reasons (e.g., dissatisfaction, unmet expectations)
• Financial misunderstandings (e.g., unexpected charges, subscription renewals, paid features misunderstood as free)

You can cancel your membership or subscription at any time. While a refund may not apply, cancellations can still be made by contacting us via the contact form or by writing to us.
EOW will endeavour to describe and display the Service and product as accurately as possible. While we try to be as clear as possible in explaining the Service, please do not accept that the Site is entirely accurate, current, or error-free. From time to time we may correct errors in pricing and descriptions. We reserve the right to refuse or cancel any order with an incorrect price listing.

Refunds

Products offered by Members:

Refunds for products or services provided by individual Members are entirely at their discretion. Please contact the relevant Member directly regarding any concerns.

Products offered by EOW:

Memberships:

PAYG Membership
Purchase of a membership marks the start of your membership service. If you buy a membership and discover EOW is not quite what you’re looking for, let us know within 7 days of purchase for a refund (minus bank fees). At the end of the 7 day period membership can be cancelled at any time. Refunds after the 7 day period are not automatic but can be appealed by contacting us directly.
After cancellation, access to services and community content ends once the current membership period ends. It is the member’s responsibility to cancel membership subscriptions in time to avoid future billing.

Resident Membership & Tenancy
Residency and tenancy is governed by the terms in individual licence/residency agreements. At the 3-month review, members can give feedback or request changes. If membership is terminated at this point, no refund will be issued for membership, licence, or residency fees. Deposits will be refunded only if the conditions of the agreement are met.

Space Bookings:

PAYG Space
Must be booked and paid for in advance. We ask for at least 24 hours’ notice for cancellations; late cancellations may affect the refund amount. If you do not show up within one hour of your booking and haven’t informed staff, we may reallocate the space without refund. If hazardous materials or flammables are brought in without prior approval, we reserve the right to cancel the booking on safety grounds.

Supplementary workspace for Residents & Tenants
Conditions are set out in a monthly agreement, within terms in your licence or residency contract.

Event Hire
Conditions of hire are set out in an Event Space Hire Contract, specific to each hire. Generally, a 30% deposit secures a booking—this is non-refundable. Final payment is due 4 weeks before your event. Extra charges (extended hours, last-minute requests, cleaning fees) will be billed after the event. Cancellations for event hire are at EOW’s discretion, based on the circumstances. Here is a guide:

• • If you cancel 14 days or more before event hire starts, you may reschedule your event at no cost, or receive up to a 50% refund
  • If you cancel between 7 – 13 days before event hire starts, no reschedule or partial refund is guaranteed
  • If you cancel 72 hour or less before event hire starts, you are not eligible for any refund, credit, or reschedule.
  • A ‘no-show’ for any event will not be refunded or rescheduled for any reason.
  • If EOW takes the decision to cancel the event internally, a full refund will be issued.

EOW Courses & Workshops Cancellation/Refunds:

If you can no longer attend, let us know as soon as possible. You may transfer your booking to someone else before the course start date—after a course has begun, we do not allow transfers for any reason. All refund or credit requests are at EOW’s discretion and based on the timeline below:

• If you cancel a course before or by 2 weeks of the course/workshop start date, you may be entitled to a full refund (minus any transaction fees).
• If you cancel a course before or by 1 week of a course/workshop start date, you may be entitled to 50% refund, or 100% store credit, or invited to reschedule.
• If you cancel a course before 72 hours of a course/workshop start date, you may not be entitled to any refund or voucher.
• A ‘no-show’ for any course start date or individual course session will not be refunded, credited, or rescheduled for any reason.
• If EOW takes the decision to cancel an entire course, for whatever reason, participants will be entitled to and receive a full refund.

Gift Cards:

Gift cards have a 1 year expiry and are non-refundable.

Force Majeure:

In the instance of an event beyond reasonable control, including (but not limited to): acts of God, fire, flood, storms, pandemics, government restrictions, strikes, power failures, structural damage, or other unforeseeable emergencies affecting the building; EOW shall not be liable for any failure or delay in performing service obligations. Any refunds or waivers will be considered in good faith based on circumstances at the time.e.

Need help?

Use the contact form on the website and we’ll get you sorted!