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cancellations and refunds

Cancellation and Refund Policy for Alternative Relationship Coaching

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Effective Date: 01/10/2024
Last Updated: 24/02/2026

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At Alternative Relationship Coaching, we are committed to providing flexible and fair services. This policy outlines procedures for cancellations and refunds in compliance with UK consumer law.

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1. Discovery Calls

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Free 15-minute discovery calls carry no charge and are therefore not subject to refund. If you are unable to attend your booked discovery call, please let us know as soon as possible so the slot can be made available to others. You are welcome to rebook at a time that suits you.

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2. Session Cancellations and Rescheduling

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  • Client Cancellations: Please provide at least 48 hours' notice if you need to cancel or reschedule a session. Cancellations made with less than 48 hours' notice will result in a full charge for that session, unless otherwise agreed in writing.

  • Coach Cancellations: If the coach needs to cancel or reschedule, you will be notified as soon as possible and an alternative time will be arranged at no additional cost to you.

 

3. Refunds for Blocks of Sessions (5 or 10 Sessions)

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If you have purchased a block of 5 or 10 sessions and wish to cancel before completion:

  • Refunds will be pro-rated based on the number of sessions already attended, calculated at the standard individual session rate.

  • A 15% administrative fee plus any applicable payment processing fees will be deducted from the refund amount.

  • Unused sessions from a block of 5 expire after 6 months from purchase. Unused sessions from a block of 10 expire after 12 months. Expired sessions will not be refunded unless otherwise agreed in advance.

 

4. Refunds for Programmes

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  • Pre-Paid Programmes: If you cancel after the 14-day cooling-off period, no refund will be given for sessions already delivered. Refunds for remaining undelivered sessions may be issued at the coach’s discretion on a pro-rated basis.

  • Payment Plan Clients: If you cancel after the 14-day cooling-off period, you remain liable for any outstanding payments for services already rendered. Refunds for undelivered sessions may be issued at the coach’s discretion.

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Please note, a 15% administrative fee plus any applicable payment processing fees applies to all refunds.

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5. No Refunds for Completed Services

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Once a session or block of sessions has been completed, no refund will be issued. Completed services are considered fully rendered and non-refundable.

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6. Termination of Services

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Either party may terminate the coaching relationship at any time with written notice. If you choose to discontinue coaching, please provide at least one session’s notice to allow for a proper conclusion. All outstanding fees must be settled before termination. Termination does not affect the confidentiality of prior sessions.

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7. Your Legal Rights under UK Law

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This policy complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You are entitled to a 14-day cooling-off period for services purchased online. During this period, you may cancel and receive a full refund. If you request that services begin within the 14-day period, you will be charged proportionally for any sessions or services delivered during that time.

Nothing in this policy affects your statutory rights.

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8. How to Request a Cancellation or Refund

 

Please contact us in writing at coach@improveyourcomms.com. We aim to respond within 5 working days and process any agreed refunds within 14 days.

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