Are there any exceptions to standard policies?

Yes, Scape can exercise discretion in exceptional circumstances, but exceptions to standard policies are not guaranteed.

Scape’s policies are designed to be applied fairly and consistently, so most requests are reviewed against the published terms that apply to your booking. In genuinely exceptional situations, the team may consider whether a different approach is appropriate.

What to do if you need an exception

• Contact Scape as early as possible: do not wait until a deadline has passed if you already know there is an issue.
• Explain your situation clearly: include what has happened, what you are asking for and why.
• Provide evidence: attach any documents that support your request, such as university, medical or official correspondence where relevant.
• Wait for written confirmation: an exception only applies if Scape confirms it in writing.

For booking, contract or cancellation policy questions, email bookings.uk@scape.com. For building-level questions, such as facilities rules or Code of Conduct matters, speak to your reception team. The team will review your situation and explain what may be possible.