Help with bookings, memberships, tours and anything else.
We're a small venue and we read everything that comes in. If you've got a question, a problem, or a suggestion, the easiest thing is just to email us. Most of the time you'll hear back within a day, usually sooner.
We aim to respond to email within one working day. For anything urgent, the venue phone is the fastest route during opening hours.
For events and tables, reply to your booking confirmation email or contact bookings@alcademy.co.uk with your booking reference. The cancellation rules depend on what you've booked — full details are in our Terms of Service, Section 5.
In short:
Check your spam folder first — booking confirmations sometimes land there. If it's still not there, email us with the name and date of the booking and we'll resend.
Email bookings@alcademy.co.uk with your booking reference and a brief explanation. We consider every request fairly — even when it falls outside our standard policy, if there's a good reason we'll usually find a way to help.
If we cancel an event, we'll email everyone who booked as soon as we know. You'll be offered a full refund, a rescheduled ticket, or a credit toward a future event. Your choice.
Click the Manage your membership link in your welcome email. It takes you to a self-service portal where you can update your card details, switch between clubs (Arty / CURE / Both), or cancel.
Cancellation takes effect immediately. We don't pro-rata refund the remainder of the month you've already paid for, but if you think your situation warrants an exception, email members@theartyst.co.uk and we'll consider it.
Stripe automatically retries failed payments a few times over the following days. If the payment still doesn't go through, your membership will lapse and you'll lose access to member benefits. You can re-subscribe any time. If you think a payment was taken in error, contact us.
Email members@theartyst.co.uk with the email address you used to sign up and we'll resend it.
The current benefits are listed on the signup page and in our Terms of Service, Section 6. Headlines: 10% off food and drink, member pricing on events, priority booking, one free guest pass a month, the right to host your own events.
Meeting points vary by tour and are included in your booking confirmation. If you've lost the email, contact bookings@alcademy.co.uk and we'll send the details.
Yes, in most weather. We only cancel for safety reasons (severe weather, a guide unavailable with no replacement). Dress for the conditions — Cambridge weather is what it is.
Most likely yes, but Cambridge's streets aren't always cooperative. Email bookings@alcademy.co.uk before booking and we'll advise honestly about each tour's accessibility.
For questions about how we handle your personal data — including requests to see, correct, or delete your information — see our Privacy Policy or email privacy@othersyde.co.uk. We aim to respond within a week, usually much faster.
If you've had a bad experience — at the venue, with a booking, in a Porter conversation, anywhere — please tell us. We can't fix what we don't know about. Email matthew@othersyde.co.uk and we'll respond within five working days.
If we can't resolve a complaint to your satisfaction, you have the right to escalate. For data-related concerns, the UK Information Commissioner's Office is the next step. For everything else, our Terms of Service set out your rights under UK law.
Thank you for taking the time to read this. We try to make support feel like talking to a person, not filing a ticket — because there's a person at the other end.
Matthew Taylor
Director, OtherSyde Ltd