Because you booked online, you have a legal right to cancel within 14 days of your booking confirmation and receive a full refund. This is your right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
There is one exception, and it is the usual one. If your session takes place during those 14 days, at your request, you cannot cancel it afterwards. That is why we ask you to confirm at checkout that you want your session to go ahead on the date you have chosen, even if it falls inside the 14 day window.
If you cancel before the session has happened, you get a full refund, whether or not you have given 24 hours' notice.
To cancel, email [email protected] or use the cancel option in your account. You can use the model cancellation form if you prefer, but you do not have to. We will refund you within 14 days of being told, to the card you paid with.
More than 24 hours before your session: you can reschedule free of charge, to any slot your coach has available. There is no limit on how many times, though please be reasonable with your coach's time.
Less than 24 hours before your session, or if you do not attend: the session is not refundable. Your coach has set that time aside and will usually have already read your material.
If your coach does not attend: you get a full refund, automatically, without having to ask. If you would rather rebook than be refunded, tell us and we will arrange it.
If your coach cancels: full refund, or a rebooking at a time that suits you, whichever you prefer.
Package prices are a discount for booking several sessions together. If you cancel part way through a package, the sessions you have already had are charged at the coach's single-session rate, and we refund the balance.
For example, if you buy four sessions for £660 and cancel after one session, that session is charged at the single-session price of £199, and we refund £461.
This does not affect your statutory right to cancel within 14 days of booking, set out above.
Email [email protected] within 7 days and tell us what happened. We will look at what the listing promised, speak to your coach, and come back to you within 5 working days.
Where a coach did not deliver what their listing described, we will refund you.
Where the coaching was delivered as described but you disagreed with the advice, we will not refund you, because you are entitled to an honest professional opinion and not to a particular one. Coaching is preparation and no one on this platform can promise you an outcome, so we cannot refund a session because an application or interview was unsuccessful.
Under the Consumer Rights Act 2015 your coach must perform the service with reasonable care and skill. If they did not, you have rights against them and we will help you exercise them.
If it turns out your coach is or may be involved in assessing your application, we will cancel and refund you in full regardless of timing, including after the session has taken place.
Always to the original payment method, usually within 5 to 10 working days of us approving them, depending on your bank.