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Pencilled

Booking terms

Last updated 6 October 2026

What these terms cover

These terms apply when you book a session through Pencilled. Pencilled is the booking platform, not the event. Each booking is a contract between you and the operator, the independent business running the session. [registered company name] provides the platform. The operator you book with decides what is on offer, is responsible for running it, and is shown on every event page.

Prices and payment

  • Prices are per person, in pounds sterling, and shown on the booking page before you pay.
  • The price shown is the price you pay, less any promo code or gift voucher you apply. Pencilled adds no booking fee. Whether the price includes VAT depends on the operator, who is responsible for it.
  • Card payments are taken by Stripe. Your card details do not reach Pencilled’s servers.
  • You can book between one and four places in one booking.

Making a booking

  • When you start to pay, the places are held for you for 15 minutes. If payment is not completed in that time, the hold is released and the places can be booked by someone else.
  • A booking is confirmed when payment succeeds, and not before. We email you a confirmation with a reference and a ticket. Check the details when it arrives.
  • Tickets are personal to the booking and not transferable, unless the operator says otherwise. If you cannot make it, contact the operator.

Cancelling and your right to cancel

A booking is for a leisure activity on a specific date or period. For that reason the 14-day right to cancel that applies to many online purchases does not apply to it (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, regulation 28(1)(b)). That does not take away any right you have under the operator’s own policy or the law.

If you want to cancel or change a booking, contact the operator as early as you can. The operator’s cancellation and refund policy, which is shown on the booking page, on the page you see after booking and in your confirmation email, applies to your booking. If they have not written one, contact them as early as you can and they will see whether they can move you.

If the operator cancels or cannot run a session

If an operator cancels a session, or cannot run it as described, you are entitled to a full refund of what you paid for it, to the original payment method, without undue delay and in any event within 14 days of the cancellation. The operator may offer to move you to another session instead, and you can choose to accept that or to take the refund. If you used a gift voucher, the part you paid with the voucher goes back onto the voucher.

Refunds are made by the operator through Pencilled. We email you when an operator cancels your booking or refunds it, with the reference and session it applies to. If you have not received a refund you expected, contact the operator first.

If you have a confirmed booking, we also email you a reminder about a day before the session, with your ticket link.

Waitlists

If a session is sold out you can join its waitlist with your name and email address. If a place opens up we email the next person on the list. That email does not hold the place and it is not a booking: whoever books first gets it. We keep waitlist entries for 30 days after the session, as the privacy policy explains.

Gift vouchers

  • Vouchers are bought from an operator, in amounts from £10 to £200, and are valid for 12 months from purchase.
  • A voucher can only be spent with the operator that sold it, at checkout, using its code.
  • The voucher balance is applied to the price up to its value, and any remainder is paid by card. A balance left over stays on the voucher.
  • The 14-day exemption above is for bookings on a specific date and does not cover buying a voucher. If you want to cancel a voucher you have not used, contact the operator within 14 days of buying it.

Health and safety

Many of the activities booked through Pencilled are physical or outdoors. To take part safely:

  • Give accurate information in any form the operator sends you, and tell the operator about anything that could affect your safety or anyone else’s.
  • Follow the operator’s instructions and safety briefing at the venue.
  • An operator may refuse entry, or ask you to stop, if they reasonably believe it is unsafe for you or others. If they do, their cancellation and refund policy applies.

Health information you give in a form is collected with your explicit consent, through a declaration you tick. If you would rather not answer online, speak to the operator at the venue. The privacy policy explains how it is handled.

The operator is responsible for the safe running of their session. Nothing in these terms limits liability for death or personal injury caused by negligence.

Customer accounts

You can sign in to see your bookings with a code we email to you. Keep your inbox secure, because anyone who has access to it can sign in as you. Do not share the codes.

Acceptable use

  • Do not use Pencilled to break the law, or to list events that are misleading or unsafe.
  • Do not attempt to breach, probe or overload the platform, or access data that is not yours.
  • Do not make bookings you have no intention of honouring.

We may suspend accounts or listings that breach these terms.

Our liability

We work to keep the platform available, but we cannot promise uninterrupted service. To the extent the law allows, our total liability to you in connection with the platform is limited to the fees paid to Pencilled for the booking concerned. We are not responsible for the events themselves, which are the operator’s. Nothing in these terms limits liability that cannot lawfully be limited, including for death or personal injury caused by negligence or for fraud, and nothing affects your statutory rights as a consumer.

Complaints

Complaints about an event or a refund go to the operator first, using the contact details on the event page. For anything about the platform itself, email hello@pencilled.app. We will reply within [complaint response time].

Other terms

  • If any part of these terms is found to be unenforceable, the rest still applies.
  • Only you, the operator and Pencilled have rights under these terms. Nobody else can enforce them under the Contracts (Rights of Third Parties) Act 1999.
  • We may update these terms. A change does not affect a booking you have already made.

Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, though if you are a consumer you keep any protections of the law where you live.

Contact

Questions about these terms: hello@pencilled.app. See also our privacy policy.