Refund Policy

You are eligible for a full refund of your ticket price (excluding our non-refundable service fee) if and only if all of the following conditions are met:

• Your cancellation request is emailed to admin@headmastertickets.com.
• Your cancellation request is received by us at least 24 hours before your scheduled visit date.
• Your voucher has not already been scanned or used at the venue.

The ticket purchase price you paid, minus our service fee.

• Our service fee (included in the displayed price at checkout)
• Any order where the cancellation request is received fewer than 24 hours before the visit date/time
• No-shows (failure to attend on the booked date)
• Wrong date selected by the customer
• Wrong time slot selected by the customer
• Wrong ticket type selected by the customer
• Wrong number of guests selected by the customer
• Tickets for guests who did not attend (partial group no-show)
• Add-on experiences, supplementary tickets, and ancillary products
• Orders where the customer claims they did not receive the voucher but did not contact us before the visit date
• Orders where entry was denied due to the customer's failure to comply with venue conditions (including bag restrictions, supervision of children, or failure to present valid ID if requested)
• Orders affected by venue closures due to weather, ceremonial events, state occasions, or other Force Majeure events (see Terms of Service Section 9)
• Orders where the customer could not access all areas of the Tower due to accessibility limitations of the historic site

Email admin@headmastertickets.com with:

• Your order ID (found in your confirmation email)
• The words "I would like to cancel my order"

You will receive a confirmation of your cancellation within 24 hours. If you do not receive confirmation, follow up — an unconfirmed cancellation is not guaranteed.

Refunds are processed to your original payment method within 5-10 business days. Your bank may take additional time to credit your account. We are not responsible for delays caused by your bank or card issuer.

We do not offer date changes, time changes, ticket exchanges, or transfers. If you need a different date or time, you must cancel within the cancellation window and place a new order at the then-current price, subject to availability.

If you believe you are entitled to a refund that has been declined, email admin@headmastertickets.com explaining your situation. We will review on a case-by-case basis but are not obligated to overturn a decision made in accordance with this policy.

Do not initiate a chargeback with your bank without first contacting us. Chargebacks for transactions where the product was delivered as described may be contested and reported as potential fraud.