Cancellation Policy

At ANU Hospitality Staff Ltd, we understand that sometimes plans may change. However, because our staff and resources are scheduled in advance, we have set clear cancellation rules to ensure fairness for both customers and our team members.

1. Standard Cancellation Eligibility

You may cancel your booking directly through your User Dashboard or by contacting our customer service team. The eligibility for cancellation depends on the time remaining before your scheduled service:

• Free Cancellation (Before 24 Hours): You can cancel your booking up to 24 hours before the scheduled service time without any issue. You will then be given the option to receive either a refund (with a 25% deduction) or 100% credit in your ANU Wallet.
• Within 24 Hours of Service: Cancellations made less than 24 hours before the scheduled service time are not permitted. The system will not allow the cancellation, and the booking will be marked as confirmed.

This policy helps us maintain fairness for our staff, who are already allocated and prepared for the scheduled service, and prevents last-minute disruptions.

2. How to Cancel

Cancellations can be requested in any of the following ways (provided they are made at least 24 hours before the scheduled service):

• Through your User Dashboard under the “My Bookings” section.
• By emailing our support team at info@anuhospitality.com.
• By calling our customer care team during business hours (Mon–Sat, 9:00 AM – 6:00 PM UK time).

3. Refunds and Credit Options

Once your cancellation is approved (and only if it was made more than 24 hours before service time), you can choose between:

• Refund: 25% of the booking total will be deducted as a processing fee. The remaining 75% will be refunded to your original payment method within 3–7 working days.
• Wallet Credit: 100% of the total booking amount will be credited instantly to your ANU Wallet for use on any future booking.

For more information, please visit our Refund Policy page.

4. Non-Cancellable Situations

Bookings cannot be cancelled under the following conditions:

• When there are fewer than 24 hours remaining before the scheduled service time.
• When the service is already in progress or has been completed.
• When the booking was made under a non-refundable promotion, voucher, or limited-time offer.

5. Rescheduling Option

If you cannot proceed with the scheduled time but still wish to use the service, you may request to reschedule your booking instead of cancelling. Rescheduling is free of charge if done at least 24 hours in advance. Requests made within 24 hours of the scheduled time may not be accepted.

6. Cancellations by ANU Hospitality Staff Ltd

In rare cases, ANU Hospitality Staff Ltd may need to cancel a booking due to unforeseen circumstances such as staff unavailability, severe weather conditions, or operational issues. In such situations, customers will be notified immediately and offered a choice between a full refund or 100% wallet credit — with no deductions applied.

7. Contact Information

For assistance with cancellations or rescheduling, please contact:

• Email: info@anuhospitality.com
• Phone: +44 7379 716061
• Office Hours: Monday – Saturday, 9:00 AM – 6:00 PM (UK Time)

By booking our services, you agree to comply with this Cancellation Policy and the terms outlined in our Terms & Conditions.