Burghley House | Worldpay FAQs

Worldpay FAQs

Why was my payment taken twice?

Between 17th October and 10th November 2024 there were issues in processing payments which were flagged as not having been taken by Worldpay, so the transactions were completed manually. A few days later when a system error was fixed, the payments were taken again, in error. Worldpay has identified all the payments that were taken in error and is now refunding them.

What happens now?

If a payment was taken from your account a second time, it will be refunded in full by Worldpay and will appear on your statement as a credit from Burghley. This process is currently underway, but it may take up to 10 days from the date the refunds were processed (5 and 6 December 2024 ) to appear on your statement. All refunds due for payments taken in error will be processed automatically and you do not need to take any further action.

How will I know I have been refunded?

The refund will appear as a credit from Burghley on your bank or credit card statement, within the next 10 days.

I have incurred bank charges as a result of the duplicate payment. What should I do?

We are sorry for any distress and inconvenience this has caused. If your bank has charged you as a direct result of the duplicate payment taken by Worldpay, we would ask you to send the details to the following email address worldpayinformation@burghley.co.uk

I visited Burghley in early October, will I have been affected?

No. The only people who have been affected are those who visited between 17th October and 10th November 2024 and made credit or debit card payments at any of our ticket desks or shops.

What payments were affected?

The payments that have been affected were those made by credit or debit card, at any of the Burghley ticket desks or shops, between 17th October and 10th November. Our shops are the Courtyard Shop, The Garden Shop and the Christmas Shop.

I used my credit or debit card in the Orangery Restaurant or Garden Café on the dates in question, and I am not sure if I have been charged twice.

The Orangery Restaurant and the Garden Café were not affected neither was the Potting Shed or Muddy Mole, as they are all on a different payment system.

I understand it was not Burghley that caused these problems, but I would like to make a complaint. How do I do this?

Please contact us on the following email address worldpayinformation@burghley.co.uk

Is it still safe to use Worldpay?

The problem that caused the duplicate payments has been identified and fixed. There have been no further issues with Worldpay since 10th November. We have every confidence in the Worldpay system and have been reassured that measures have been put in place to ensure this doesn’t happen again.

Have my card details been compromised?

No card details have been compromised. It is important to note that none of the card data is held by Burghley following the transaction.

What should I do if I need more information?

If you have not got all the answers you need here, please get in touch with us at worldpayinformation@burghley.co.uk