Cancellation & Refund Policy
We understand that plans can change. This policy explains how to cancel a reservation, when refunds may be available and how long refunded payments usually take to reach your account.
Your statutory consumer rights remain unaffected by this policy. The legal 14-day cancellation right applies only where the relevant contract falls within the applicable distance-selling cancellation rules; it does not automatically apply to restaurant bookings for catering or leisure services arranged for a specific date or period.
Reservation Cancellations
If you need to cancel or amend a table reservation, please contact Watermill Italian Kitchen as soon as possible using the contact details provided on our website or in your booking confirmation.
- Please provide the name used for the reservation, the booking date and time, and a contact detail that allows us to locate your booking.
- We will confirm whether the cancellation or amendment has been recorded.
- If a deposit or advance payment was taken, any refund will be assessed under the terms disclosed when the booking was made and the applicable consumer law.
If your booking was made through a third-party reservation platform, its cancellation procedure may also apply. Please check the terms shown when you made the reservation.
Your 14-Day Cancellation Right
Under UK consumer law, certain contracts made at a distance may provide a statutory cancellation period of 14 days. Where this right applies to your contract, the period normally begins on the day the contract is entered into for a service.
However, the statutory cooling-off right generally does not apply to catering services or leisure activities where the contract provides for a specific date or period of performance. A restaurant reservation for a particular date may fall within this exception.
If your particular purchase is legally eligible for the 14-day cancellation right, you may notify us of your decision to cancel within the applicable period. Please identify the order or booking and clearly state that you wish to cancel.
Nothing in this policy removes any cancellation right that applies to your specific contract under the law.
Deposits and Advance Payments
Any deposit, prepayment or cancellation charge will be explained before you complete a booking or payment. The applicable terms depend on the booking arrangement and the information provided at the time of purchase.
- Where a refund is due, the refundable amount will be confirmed after the cancellation has been reviewed.
- Where a payment is lawfully non-refundable, this will depend on the terms disclosed at booking and applicable consumer law.
- We will not use this policy to exclude rights or remedies that cannot legally be excluded.
If no deposit or advance payment has been taken, there will normally be no payment to refund when a reservation is cancelled.
When a Refund May Be Available
A refund may be considered where, for example:
- A booking is cancelled and its terms entitle you to a refund.
- A payment has been taken in error or duplicated.
- Watermill Italian Kitchen cancels a confirmed reservation for which an advance payment has been made.
- A refund is otherwise required by applicable consumer law.
If we cancel a reservation for which you have already paid in advance, we will explain the available options and arrange any refund due.
Refund Processing and Timescales
Within 5 Working Days
Once a refund has been approved, we aim to submit it to the original payment method within 5 working days.
Usually 5–10 Working Days
After submission, the funds usually appear within a further 5–10 working days, depending on your bank or payment provider.
Refunds are normally returned to the original payment method. The time taken for funds to appear in your account depends on the payment provider and financial institution.
If the refund has not appeared after 10 working days from the refund confirmation, please contact us with your booking details so that we can help check its status.
These are our usual service targets and do not replace any statutory deadline that applies to a particular refund.
Late Arrivals and No-Shows
If you expect to arrive late, please contact the restaurant as soon as possible. We will advise whether your reservation can still be accommodated.
If you do not attend your reservation, any deposit or advance payment will be handled according to the cancellation and no-show terms disclosed when you booked, subject to applicable consumer law.
How to Request a Cancellation or Refund
Please contact Watermill Italian Kitchen using the contact information published on our website. Include the following details to help us review your request:
- Your name and booking reference, if available.
- The date and time of the reservation.
- The amount paid and the payment date, where applicable.
- A brief explanation of your cancellation or refund request.
We will review the information and let you know the outcome and any next steps.
Changes to This Policy
We may update this policy when our reservation procedures or legal requirements change. The version published on this page will apply, subject to any mandatory consumer rights and the terms agreed when an existing booking was made.