1. Introduction

This Cancellation & Refund Policy (“Policy”) governs cancellations, refunds, and the treatment of the Service Fee and any Tips for Bookings made through the Only Farmers platform (“Platform”). It supplements and is incorporated by reference into the Only Farmers Terms & Conditions and the Farmer Onboarding Agreement, and forms part of the terms that apply to Guests, Farmers, and Only Farmers Limited in relation to Bookings.

This Policy applies to all Guests and Farmers in relation to Bookings for experiences, stays, and events.

Defined terms used in this Policy have the same meaning as in the Terms & Conditions and the Farmer Onboarding Agreement unless this Policy states otherwise.

By making or accepting a Booking, you confirm that you have read and agree to this Policy.

2. Statutory Rights

Nothing in this Policy affects your statutory rights as a consumer under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, or any other applicable UK consumer protection legislation.

Under Regulation 28(1)(h) of the Consumer Contracts Regulations 2013, the statutory 14-day cancellation right does not apply to contracts for the supply of accommodation, transport of goods, vehicle rental, catering, or services related to leisure activities, where the contract provides for supply on a specific date or within a specific period. Most Bookings on the Platform fall within this exemption because they are for experiences, stays, or events on specific dates.

Where a Booking does not fall within the exemption above and your Booking is made more than 14 days before the start date of the experience or stay, you may exercise any statutory right to cancel that applies within 14 days of the Booking confirmation without giving a reason.

Where a statutory cancellation right applies and the Booking is made within 14 days of the experience or stay date, Guests will be asked at checkout to provide express consent for the service to begin during that period and to acknowledge that they lose the statutory cancellation right once the service has been fully performed. This consent is required for the Booking to be confirmed.

If you exercise your statutory cancellation right after having consented to the service beginning within the cancellation period, Only Farmers may charge you a proportionate amount for any service already provided up to the point of cancellation.

3. Cancellation Policies

When creating a Listing, each Farmer selects one of the cancellation options set out below. The selected option, cutoff and any custom refund schedule are displayed on the Listing page and at checkout before a Booking is confirmed. The policy shown when the Guest books is saved with that Booking and continues to govern it even if the Farmer later changes the Listing.

All cancellation deadlines are calculated based on the local time at the Listing location and are measured from the scheduled start time of the experience or the check-in time of the stay.

Note: “Listing price” means the price set by the Farmer for the experience or stay. The Service Fee and any Tip are treated separately for cancellation, refund, payout, and commission purposes, as set out in Section 5.

4. Platform Minimum Standard

Every Farmer-selected cancellation policy must meet or exceed the following Platform Minimum Standard:

• Experiences and day activities (no overnight stay): The Farmer must offer at least a 50% refund of the Listing price for cancellations made more than 7 days before the scheduled start time.

• Overnight stays and accommodation: The Farmer must offer at least a 50% refund of the Listing price for cancellations made more than 14 days before the scheduled check-in date.

• Events (capacity exceeding 50 attendees): The Farmer must offer at least a 50% refund of the Listing price for cancellations made more than 14 days before the event date.

The No refunds option may only be used where the Farmer gives a reasonable commercial justification (for example, bespoke or high-cost preparation specific to the Booking), which is shown before booking. A custom policy that provides no refund at the applicable minimum-standard point is treated as a non-refundable exception and may be reviewed by Only Farmers; we may require an additional justification or reject the policy.

Farmers must not select or apply a policy that is less favourable to Guests than the applicable Platform Minimum Standard.

A policy described as non-refundable limits only the automatic refund a Guest receives when the Guest cancels. It does not, and cannot, override: (a) a Guest’s statutory rights, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; (b) the Guest’s right to a full refund where the Farmer cancels, declines, fails to fulfil, or makes a material change to the Booking under Sections 5, 10 and 11.2; or (c) the full refund due under the Major Disruptive Events Policy and Section 12.

5. Treatment of Fees and Tips on Cancellation

The “Listing price” is the price set by the Farmer for the experience or stay. Only Farmers charges a Service Fee to Guests for each Booking, as further described in the Terms & Conditions. Guests may also optionally add a Tip for a Booking.

The treatment of the Listing price, Service Fee and Tip depends on whether the selected policy returns any of the Listing price:

Refunds of the Service Fee, any Tip, and any refundable Booking amount will be processed to the original payment method within 14 days of the cancellation being confirmed.

The treatment of refunds from Farmers to Guests is also governed by the Onboarding Agreement between Only Farmers and the Farmer.

6. How to Cancel a Booking

6.1 Guest Cancellation

Guests may cancel a Booking through the Platform by navigating to the Booking in the “Trips” section of the app or website and selecting “Cancel Booking.” Cancellations take effect at the time the cancellation is confirmed on the Platform. Before the Guest confirms, the Platform calculates the refund from the cutoff or custom refund schedule saved with the Booking and shows how the result applies to the Listing price, any deposit or balance, the Service Fee, and any Tip.

If you are unable to cancel through the Platform for any reason, you may contact us at hello@onlyfarmers.co.uk. Cancellation requests by email will be processed within 1 business day of receipt.

You may also cancel by completing the Model Cancellation Form set out in Schedule 3 of the Consumer Contracts Regulations 2013, but you are not required to use this form provided you make a clear statement of your decision to cancel.

6.2 Farmer Cancellation

Farmers may cancel a confirmed Booking through the Platform by navigating to the Booking in their dashboard and selecting “Cancel Booking.” Farmers must provide a reason for the cancellation.

When a Farmer cancels a confirmed Booking, the Guest will receive a full refund of all amounts paid for that Booking, including the Listing price, any deposit or balance, the Service Fee, and any Tip, regardless of the Guest-cancellation policy or timing.

7. Farmer Cancellation Penalties

We understand that genuine emergencies arise. However, Farmer-initiated cancellations damage Guest trust and the reputation of the Platform. The following penalties apply to Farmer cancellations:

The consequences described in the table that do not involve a charge — the warning, the “Recent cancellation” flag, reduced search visibility, account review, and suspension — apply automatically once the relevant threshold is reached. Administrative charges are discretionary: the amounts shown are maximums, and Only Farmers will decide whether to apply a charge and at what level, taking into account the reason for the cancellation, how much notice was given, and the Farmer’s history on the Platform. Where a charge is applied it will be notified to the Farmer and deducted from the Farmer’s next payout.

Cancellations arising from a Major Disruptive Event (as defined in the Major Disruptive Events Policy) will not count toward the thresholds above and will not incur administrative charges.

Only Farmers may waive or reduce penalties in exceptional circumstances, including verified medical emergencies affecting the Farmer or immediate family, bereavement, or circumstances that make operating the experience unsafe (for example, dangerous weather conditions not meeting the threshold of a Major Disruptive Event). Farmers seeking a waiver must contact hello@onlyfarmers.co.uk with supporting evidence within 48 hours of the cancellation.

8. Refund Processing

All refunds are processed to the original payment method used by the Guest to make the Booking. Only Farmers does not issue refunds by bank transfer, cheque, cash, or any method other than the original payment method. In accordance with our Onboarding Agreement with Farmers, Only Farmers does not take possession of any funds that are due to Guests as a result of refunds from third party Farmers. Only Farmers may instruct for the payment provider that holds funds on behalf of a Farmer to release funds for a refund to the Guest, or the Farmer may make a payment to the payment provider to cover the cost of the refund for onward payment by the payment provider to the Guest. In addition, Only Farmers may refund the Guest on the Farmer’s behalf and subsequently recover the full amount of the refund from the Farmer.

Refunds will be initiated within 5 business days of the cancellation being confirmed on the Platform. The time it takes for the refund to appear in the Guest’s account depends on the Guest’s bank or card provider and is outside Only Farmers’ control. In most cases, refunds will appear within 5–10 business days of initiation.

Where a partial refund is due under a custom policy, the amount will be calculated automatically by the Platform and displayed to the Guest at the time of cancellation, including how the result applies to any deposit, balance, Service Fee, and Tip.

Only Farmers does not charge any fee for processing refunds.

9. Modifications to a Booking

Guests may request a change to a confirmed Booking (for example, a change of date, a change to the number of guests, or an upgrade) by contacting the Farmer through the Platform messaging system. All modifications are subject to the Farmer’s agreement and availability.

Where a modification results in a higher Listing price, the Guest will be charged the difference at the time the modification is confirmed. Where a modification results in a lower Listing price, the difference will be refunded to the Guest’s original payment method.

The Service Fee will be recalculated automatically based on the modified Listing price.

If a Farmer and Guest cannot agree on a modification, the original Booking stands. The Guest may then choose to cancel it under the cancellation policy saved with that Booking.

10. Farmer-Initiated Changes

If a Farmer needs to make a material change to a confirmed Booking (for example, a change of date, location, start time, or a significant change to the experience described in the Listing), the Farmer must notify the Guest through the Platform as soon as reasonably practicable.

The Guest may choose to accept the change or cancel the Booking. If the Guest cancels because of a material Farmer-initiated change, the Guest will receive a full refund of all amounts paid for that Booking, including the Listing price, any deposit or balance, the Service Fee, and any Tip, regardless of the Guest-cancellation policy or timing. This will not count as a Guest cancellation, and Only Farmers will not retain the Farmer Fee for that Booking.

A material change means any change that would, in the reasonable opinion of Only Farmers, significantly alter the nature, timing, or value of the experience or stay as described in the Listing at the time the Booking was made.

11. No-Shows

11.1 Guest No-Show

If a Guest fails to arrive at the scheduled start time of an experience, or fails to check in to accommodation by the agreed check-in time, without cancelling in advance, this will be treated as a no-show. No refund of the Listing price, any deposit or balance, the Service Fee, or any Tip will be given.

Only Farmers may, at its discretion, treat a Guest as a no-show if they arrive more than 30 minutes after the scheduled start time and the Farmer is no longer able to provide the experience.

11.2 Farmer No-Show

If a Farmer fails to provide the experience or accommodation as confirmed, or is uncontactable at the scheduled start time, this will be treated as a Farmer cancellation. The Guest will receive a full refund of all amounts paid for that Booking, including the Listing price, any deposit or balance, the Service Fee, and any Tip, and the Farmer will be subject to the penalties set out in Section 7 unless a Major Disruptive Event or other no-fault event applies.

Only Farmers may also assist the Guest in finding an alternative experience or accommodation where reasonably possible, but is under no obligation to do so.

12. Major Disruptive Events

Cancellations caused by events outside either party’s reasonable control where neither the Guest nor the Farmer is at fault — including severe weather, government restrictions, pandemics, natural disasters, transport infrastructure failure, or bereavement — are treated as Major Disruptive Events under this Policy and the Only Farmers Major Disruptive Events Policy, available at onlyfarmers.co.uk/legal.

Where a Major Disruptive Event or other no-fault event applies, the Guest will receive a full refund of all amounts paid for the Booking, including the Listing price, any deposit or balance, the Service Fee, and any Tip. The Farmer will not incur cancellation penalties, and Only Farmers may absorb the Service Fee on a no-fault basis rather than passing that cost to the Farmer.

A Major Disruptive Event or other no-fault event does not include change of mind, scheduling conflicts, travel delays caused by normal traffic, financial hardship, or circumstances caused by the Guest’s or Farmer’s own acts or omissions. These are handled under the cancellation policy saved with the Booking or, where applicable, the Farmer cancellation and non-fulfilment provisions in this Policy.

13. Disputes

13.1 Raising a Dispute

If you believe that a cancellation has been handled incorrectly, that the wrong refund amount has been applied, or that a Farmer cancellation penalty has been applied unfairly, you may raise a dispute by contacting hello@onlyfarmers.co.uk within 30 days of the cancellation.

When raising a dispute, please provide: your Booking reference, the date of the experience or stay, a description of the issue, and any supporting evidence (such as screenshots, correspondence, or photographs).

13.2 Resolution Process

Only Farmers will acknowledge your dispute within 5 business days of receipt. We will review the dispute and aim to provide a substantive response within 14 days. In complex cases, we may need up to 30 days and will notify you if this is the case.

Only Farmers acts as a marketplace intermediary. We do not adjudicate disputes between Farmers and Guests but will review the facts of the case and may, at our discretion, issue or reverse a refund where we consider it fair and reasonable to do so in accordance with this Policy, the Terms & Conditions, and the Farmer Onboarding Agreement.

13.3 Escalation

A decision by Only Farmers, or a Farmer's refusal of a refund request, closes that request on the Platform. It does not end your rights. You may still escalate under this Section, and nothing in this Policy or in any decision we make removes or limits your statutory rights, your right to refer the matter to an approved ADR provider, or your right to pursue a claim through the courts or your card provider.

If your dispute is not resolved to your satisfaction within 8 weeks, you may refer the matter to an approved alternative dispute resolution (ADR) provider.

You also have the right to take legal action through the courts of England and Wales (or the courts of your country of residence, if mandatory consumer protection law in your country requires it).

13.4 Security Deposits

A refundable security deposit required by some Listings is separate from the Booking price and is not subject to the cancellation refund tiers in this Policy. A security deposit is held as a temporary authorisation against the Guest’s payment method and is not charged unless a Damage Report is validated. Where a Booking is cancelled, any deposit hold is released without charge. The full terms governing how a deposit is held, released, or captured are set out in the Terms & Conditions (Damage to Farmer Property) and the Farmer Onboarding Agreement.

13.5 Requesting a Refund Through the Platform

Where the Platform offers a “Request a refund” option on a Booking, the request is sent first to the Farmer, who has 7 days to respond. Only Farmers will tell you when the request is opened and when it is decided.

If the Farmer approves the request, the refund is processed. If the Farmer refuses it, or does not respond within 7 days, the request is referred to Only Farmers and we will decide it under Section 13.2. A Farmer's refusal is not a final decision on your request.

Only Farmers may approve a request in full, approve part of it, or refuse it. We will give you the reason for our decision. Where a Booking has already been the subject of a decided request, we will not re-open it on the same facts — but this does not affect your rights under Section 13.3.

You may withdraw a request at any time before it is decided, and may submit a new one while you remain within the period in Section 13.1.

Where a Booking can still be cancelled for a full refund under its saved cancellation policy, cancelling is faster and no review is needed. The request process remains available to you either way.

Any evidence you provide with a request — including written reasons and photographs — is shared with the Farmer so that they can respond to it, and is handled in accordance with the Privacy Policy.

13.6 Refunds After the Experience Has Taken Place

Where a refund is awarded after the experience, stay, or event has taken place — for example because it was materially not as described — Only Farmers will determine the amount having regard to what was actually provided.

Any Tip is treated separately from the Listing price. Where the experience did not take place, a Tip is refunded with the rest of the Booking in accordance with Section 5. Where the experience did take place, Only Farmers may decide that the Tip is retained by the Farmer, on the basis that it was given for service that was in fact provided. We will tell you which approach has been applied and why.

14. Chargebacks

If a Guest initiates a chargeback through their bank or card provider rather than using the cancellation and dispute process set out in this Policy, Only Farmers will respond to the chargeback in accordance with the payment network’s rules.

Where a chargeback is upheld by the payment provider, the amount may be deducted from the relevant Farmer’s pending or future payouts to the extent the amount is recoverable from the Farmer under this Policy, the Terms & Conditions, or the Farmer Onboarding Agreement. Where a chargeback is reversed in favour of Only Farmers, the original Booking and payment will stand.

We strongly encourage Guests to use the cancellation and dispute process set out in this Policy before initiating a chargeback. Repeated or fraudulent chargebacks may result in account suspension.

15. Partial Experiences and Early Departure

If a Guest leaves an experience early or departs from accommodation before the agreed check-out date, no refund will be given for the unused portion of the Booking unless the early departure is caused by the Farmer’s breach (for example, the accommodation is materially not as described, or the experience cannot be safely provided) or by a Major Disruptive Event or other no-fault event under Section 12.

Where a Guest believes the experience or accommodation was materially not as described in the Listing, they may raise a dispute under Section 13 of this Policy. If Only Farmers determines that the Listing was materially misleading, the Guest may receive a partial or full refund at Only Farmers’ discretion.

16. Gift Bookings and Third-Party Payments

Where a Booking has been paid for by a person other than the Guest attending the experience (for example, a gift Booking), all refunds will be processed to the original payment method used to make the Booking. Only Farmers will not process refunds to a different payment method or person.

17. Changes to This Policy

Only Farmers may update this Policy to reflect changes in law, services, or best practice in accordance with Section 17 (Changes to These Terms) of the Terms & Conditions.

18. Contact Us

For questions, cancellation requests, or disputes relating to this Policy:

Only Farmers Limited

Company No. 17058134 | 27 Mortimer Street, London, W1T 3BL

General & cancellations: hello@onlyfarmers.co.uk

Legal documents: onlyfarmers.co.uk/legal

© 2026 Only Farmers Limited. All rights reserved. Registered in England & Wales.