How do I cancel a Hutong booking?

Email **hutongreservations@aqua-london.com** with your full name, booking date/time and party size, subject line 'Cancellation Request'. You can also call the reservations team on **020 3011 1257**. Do it more than 24 hours before your slot to avoid the per-person fee. Don't rely on the OpenTable cancel button alone, get an email confirmation back from the restaurant.

Will Hutong really charge me if I cancel last minute?

Yes. Diners on Tripadvisor have reported being charged the per-person fee even after cancelling due to illness, because credit card details are held at the time of booking. The current published fee is £35pp for lunch/brunch and £50pp for dinner. If you're charged and feel it's disproportionate (e.g. the table was resold), challenge it in writing first, then via your card issuer.

Can I get a refund on a Hutong gift voucher?

No. Hutong's voucher T&Cs state vouchers are **non-refundable, non-transferable, and cannot be exchanged for cash**. They are, however, valid for 12 months from purchase and can be used towards any reservation (excluding New Year's Eve and Chinese New Year for monetary vouchers). If the voucher was bought within the last 14 days online and is unused, you may have UK distance-selling rights, ask Aqua Restaurant Group directly.

How much does Hutong charge for a no-show?

The same as a late cancellation: **£35 per person** for lunch or brunch and **£50 per person** for dinner, billed automatically to the card used to secure the booking. There's no published grace period beyond the 24-hour rule. If you can't make it, send a written cancellation as far in advance as possible to create a paper trail.

Do I need to give my credit card to book Hutong?

Yes. The reservations page is explicit: 'credit card details are required to secure your booking.' The card isn't charged at booking, but it will be billed automatically if you cancel within 24 hours, no-show, or fall short of the Friday/Saturday £80-per-adult minimum spend at dinner.

Can I cancel a Hutong reservation made through OpenTable?

You can cancel via OpenTable's app or email, but Hutong's own 24-hour policy and per-person fees still apply because the card was passed to the restaurant. To be safe, also email **hutongreservations@aqua-london.com** confirming the cancellation and keep both confirmations until you've checked your card statement.

What if Hutong ignores my cancellation email?

Phone the reservations team on **020 3011 1257** the same day and ask for a cancellation reference. If you're still charged, reply to the original email demanding the fee be reversed, citing the date/time you cancelled. Failing that, raise a chargeback with your bank under the 'services not provided / disputed transaction' grounds, or a Section 75 claim if you paid by credit card.

Is there a refund window for Hutong bookings?

There isn't a 'refund' as such, Hutong doesn't take prepayment for normal reservations, only a card guarantee. The effective window is **24 hours before your booking**: cancel before that and you owe nothing, after that the per-person fee is charged. Set menus and prepaid experiences purchased via gift voucher follow the non-refundable voucher rules.

Can I move my Hutong booking instead of cancelling?

Yes, the reservations team can usually move you to another date if you ask **more than 24 hours ahead**. Moving inside the 24-hour window is treated like a cancellation and the fee is at the manager's discretion. Always ask in writing and get the new confirmation before treating the old one as released.

Who owns Hutong London and where do complaints go?

Hutong London is operated by **Aqua Restaurant Group**, with correspondence address Aqua Restaurant Group, 40 Bermondsey Street, London, SE1 3UD. Refund and billing disputes should be sent first to **hutongreservations@aqua-london.com**, and escalated in writing to that postal address if unresolved. Aqua also operates Hutong sites in Hong Kong, Miami and NYC.

REFUND GUIDE

How to Get a Hutong London Refund After Being Charged.

Inside 1 days their own policy is on your side; statutory cooling-off rights may stack on top. Outside it, you've still got tools, a clear email, a card-issuer chargeback, the lot. Here's the playbook for Hutong London.

Last verified 22 Jun 2026 against Hutong London’s own Terms · UK, US, and EU rights covered below

The short answer

Hutong holds your card to secure the booking but doesn't charge in advance. Cancel 24+ hours before your reservation and you owe nothing. Cancel inside that window, or no-show, and they bill £35 per person for lunch/brunch or £50 per person for dinner. Gift vouchers are non-refundable but valid for 12 months.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Hutong London, cites the policy, escalates if ignored, and surfaces the win when the money lands.

Get yoink (App Store) →

What Hutong London actually says

“Cancellation is requested at least 24 hours' in advance of your reservation or a cancellation charge of £35 per person for lunch or brunch bookings and £50 per person charge for dinner bookings will incur.”
, verbatim from Hutong London’s terms

1-day cancellation windowPro-rata refund: noStatutory cooling-off: 14 days in UK + EU on new subs

How long does a Hutong London refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note Hutong London’s own policy works on a 1-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with Hutong London for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Hutong London subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Hutong London can’t ignore.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Hutong London has ~45 days to defend. Works regardless of where Hutong London is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Hutong London charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

European Union

ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Hutong London is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The 4-step refund email

Email the right address
Use hutongreservations@aqua-london.com, the route yoink has verified actually gets read for Hutong London.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Hutong London team,

I'm requesting a refund of the recent charge on my subscription, account [your account email].

Under the Consumer Contracts Regulations 2013, I'm entitled to cancel this contract by notice through the same channel it was formed in. Please confirm by reply that the refund will be processed to my original payment method.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for Hutong London

Hutong asks for **at least 24 hours' notice** to cancel a reservation. Inside that window, or if you no-show, they charge **£35 per person for lunch or brunch** and **£50 per person for dinner** to the card you used to secure the booking. Cancel by emailing hutongreservations@aqua-london.com or calling 020 3011 1257, and keep the written confirmation as proof.

Cancelling rather than claiming money back? See the Hutong London cancellation guide. For every other support channel, the Hutong London contact guide.