Policies
How we handle bookings, refunds, your information, and your visit. If anything below is unclear, reach out at contact@wicksandwhiskers.com or (704) 400-1496 — we'd rather answer a question than have you guess.
Cancellation Refunds
Plans change — we get it. Here's exactly how cancellations and refunds work, so there are no surprises if you need to reschedule or cancel.
Refund amount depends on how far in advance you cancel, measured from your booking's start time:
48 or more hours before — full refund (100%). Cancel any time up to two days before your visit and the entire amount is returned to your original payment method.
24 to 48 hours before — half refund (50%). Cancellations in this window receive 50% back; the remaining 50% covers reserved staffing and supplies that can't be re-allocated on short notice.
Less than 24 hours before — non-refundable. Bookings cancelled inside 24 hours of the start time are not eligible for a refund. We hold your seat, scent oils, and animal time for you specifically.
Refunds are issued to the original payment method and typically appear in 5–10 business days, depending on your bank.
Rescheduling
If you'd rather move your booking than cancel it, get in touch with us at least 24 hours in advance and we'll do our best to find another time that works. There's no fee to reschedule when we can fit you in.
Reach us at contact@wicksandwhiskers.com or (704) 400-1496.
No-Shows & Late Arrivals
Bookings that aren't checked in within 15 minutes of the start time are treated as no-shows and are non-refundable. If you're running late, call us at (704) 400-1496 and we'll hold your spot if the schedule allows.
Gift Cards
Gift cards are non-refundable once purchased, but they don't expire and the balance can be used for any experience or in-store purchase.
If you cancel a booking paid with a gift card, the eligible refund amount (per the schedule above) is returned to the gift card's balance — not to a credit card — and can be redeemed against a future booking.
Private Events & Group Bookings
Private events follow the same refund schedule as standard bookings unless we've signed a separate agreement with you in advance.
If your event involves a deposit, the deposit follows the terms in your written agreement, which always supersedes this page.
If We Have to Close
If we have to close or cancel a session — winter weather, a staff member out sick, an unexpected animal-care emergency — every affected booking receives a full refund regardless of timing, and we'll reach out by email and text as soon as we know.
Questions or Special Circumstances
Life happens. If something outside this schedule comes up — a family emergency, an illness, a flight cancellation — reach out and we'll do what we can. Our managers can review and approve exceptions on a case-by-case basis.
Contact us at contact@wicksandwhiskers.com or (704) 400-1496.
Privacy
We take your privacy seriously and only collect information needed to deliver the experience you booked. Here's the plain-English version of what we collect and what we do with it.
What we collect
Booking details: your name, email, phone number, party size, the experience you booked, and any notes you share at checkout (dietary needs, accessibility requests, etc.).
Payment information: processed by our payment provider, Stripe. We never see or store your card number — Stripe handles it directly, and we receive only a transaction ID and the last four digits for receipts.
Marketing preferences: if you opt in to email or text updates, we store that choice and the date you made it.
Site analytics: standard anonymized data about how visitors use our site, used to fix problems and improve the booking flow. No third-party advertising trackers.
What we do with it
Confirm and manage your booking (sending confirmations, reminders, and changes).
Process payments and issue refunds.
Send marketing messages only if you opt in — and you can opt out from any message we send.
Comply with legal obligations (tax records, dispute resolution).
What we don't do
We don't sell your information to anyone. Ever.
We don't share your information with marketing partners or data brokers.
We don't text or email you unless you booked with us or opted in.
Your rights
You can request a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it (within the limits of our legal record-keeping obligations). Email contact@wicksandwhiskers.com and we'll respond within 30 days.
Terms of Service
By booking with us or using this website, you agree to the terms below. They're standard, but worth reading once.
Bookings and payment
Booking a session is a request that becomes confirmed once payment is successfully processed.
Prices, availability, and experience details are subject to change; the terms shown at checkout are the ones that apply to your booking.
You're responsible for the accuracy of the information you give us — especially your contact details and party size.
Conduct on premises
We reserve the right to refuse service, end an experience early without refund, or remove guests for behavior that endangers our staff, our animal partners, or other guests. Examples include intoxication, harassment, mistreating the kittens, or refusing to follow safety instructions from our chandlers or kounselors.
Waivers
All participants sign a liability waiver before any experience involving hot wax, fragrance handling, or animal interaction. Guardians sign for minors. See our waivers page for the full text — including our photo and likeness terms.
Intellectual property
The kandle you make is yours. Our brand, recipes, and website content are not — please don't use our logos, photos, or text for commercial purposes without permission.
Limitation of liability
To the fullest extent permitted by law, our liability for any claim arising from your visit is limited to the amount you paid for the booking. Nothing in these terms limits liability for matters that can't legally be limited (such as gross negligence or willful misconduct).
Governing law
These terms are governed by the laws of NC, and any disputes are resolved in the state or federal courts located there.
Accessibility
We want every guest to feel welcome and able to take part. Here's what to expect, and how to let us know what you need.
Physical access
Step-free entry from the sidewalk to the candle bar and Kitten Klubhouse — both spaces are on a single level with no stairs.
Aisle clearance at the candle bar accommodates standard wheelchairs and mobility devices; let us know in your booking notes and we'll reserve an end-of-bar station.
Accessible restroom on site, with grab bars and a wide entry.
Service animals are welcome in all guest areas. Out of care for our foster kittens, we ask that you check in with a staff member before entering the Klubhouse so we can route you to a clean room.
Sensory considerations
The candle bar carries fragrance throughout the space; if you have severe fragrance sensitivities, please tell us at booking and we'll suggest milder options or alternate timing.
The Klubhouse can be quieter or louder depending on the kittens — staff will help you find a calm corner if you need it.
Lighting is warm and ambient, not strobing. Music is kept at conversation level.
Communication
Our booking confirmation, reminders, and receipts are sent by email and text in plain language; large-print versions are available on request.
If you need assistance booking online or have a request our form doesn't cover, email contact@wicksandwhiskers.com or call (704) 400-1496 and a staff member will book it with you directly.
If you encounter an accessibility barrier — physical, digital, or otherwise — please tell us. We'll work to remove it.