Refund Policy

Nobody should pay for something they did not receive, and nobody should keep a program they have already worked through for free. The rules below are the honest middle of those two, and they are the same rules whoever is asking.

Where a case sits outside them — an illness, a bereavement, a payment taken twice — the answer is a conversation rather than a clause. Write to the support address and say what happened.

A session that the coach cancels or does not attend is refunded in full, or moved to another time, whichever you prefer.

A session moved by you more than twenty-four hours before it starts is simply moved, and nothing is charged for the move. Cancelling more than twenty-four hours ahead returns the amount in full.

Inside twenty-four hours of the start, the slot has been held against other bookings and the session is treated as delivered. It is not refunded — but if something exceptional happened, say so, and the coach will usually move it once as a courtesy.

Courses are self-paced and stay open to you for as long as your account does. If a course is not what you expected, ask for a refund within fourteen days of buying it and it is returned in full, provided less than a quarter of the lessons have been opened.

Past that point the material has been delivered, and the purchase stands. Nothing is refunded after the course has been worked through, and a refund is not a way to rent a course for a fortnight.

A challenge unlocks one day at a time from the day you start it. Before the first day is unlocked, a refund costs nobody anything and is given in full.

Once the run has started, the day you have unlocked is yours whether or not you opened it, and the amount for the days delivered is not returned. If a challenge is genuinely wrong for you, the coach would rather move you to a different one than leave you holding it.

The introductory strategy session is complimentary: there is nothing to refund because nothing is charged. It is one hour of real work — a decision made in writing rather than a sales call — and no payment details are needed to book it.

Refunds go back to the method that paid: the same card, the same account, through the same provider. They are issued against the payment reference shown in your dashboard, so the money cannot be sent to somebody else by mistake.

The provider usually settles a refund within five to ten working days. Once it has been issued, the reference in your dashboard shows it as refunded, and that page is the record if a bank asks.

A payment taken twice, an amount that does not match what was shown, or a link that would not settle: send the reference from your dashboard to the support address and it is investigated against the provider's own record.

If a payment failed but your bank shows a debit, the amount is almost always a hold that the bank releases on its own within a few days. It is worth telling the coach anyway — a payment that half-completed is the one case where access genuinely needs fixing by hand.

Nothing here removes a right you have under the law that applies to you, including any right to cancel a distance purchase within a statutory cooling-off period. Where a statutory right and this policy disagree, your statutory right wins and the refund is made under it.