When do I need to refund the Pitchup.com deposit?
The Pitchup.com 15% deposit is non-refundable unless a booking needs to be cancelled or amended for reasons outside the control of the customer. These may include:
Incorrect allocation resulting in a double booking
Where the holiday has been misrepresented as a result of information added to or omitted from the listing, for example closure of advertised facilities, inaccurate pitch information or rules (size, facilities, description, one unit per pitch, etc.)
Incorrect pricing where the site/park will not honour the customer’s booking at the rate reserved
Closure during the period booked
If a customer is forced to cancel their booking for the above reasons, you must refund the 15% Pitchup.com deposit (pro-rated in the case of a partial refund), as outlined in your agreement with Pitchup.com. A refund should be arranged directly with the customer via bank transfer, card or cheque as agreed with the customer. If you use our Payup system, you can find out how to refund a payment via Payup here.
We urge you to keep allocation accurate at all times, check your listing information thoroughly, and ensure all rates and pricing rules are correctly specified.