Return & Cancellation Policy

This Return and Cancellation Policy applies to all coaching sessions, group workshops, and programme packages purchased from Chivrealthor. We want every client to feel confident and informed when booking with us.

1. Digital and Service-Based Nature of Our Offerings

Coaching sessions and programmes are personal, service-based engagements. Because they involve the allocation of a coach's time and preparation, standard retail returns do not apply. However, we are committed to fair and transparent cancellation terms as outlined below.

2. Rescheduling Policy

We understand that schedules change. Sessions may be rescheduled under the following conditions:

• More than 48 hours' notice: Free rescheduling with no charge. The session will be moved to a mutually agreed date within 30 days.
• 24–48 hours' notice: Rescheduling is permitted once per programme at no charge. Subsequent late rescheduling requests within this window will incur a £25 administrative fee.
• Less than 24 hours' notice: The session will be considered attended and cannot be rescheduled unless exceptional circumstances apply (e.g. documented illness or emergency).

3. Cancellation by the Client

3.1 Individual Sessions

If you cancel an individual session:

• More than 48 hours before the session: full refund of the session fee.
• 24–48 hours before: 50% refund of the session fee.
• Less than 24 hours before: no refund; the session fee is forfeited.

3.2 Programme Packages

If you cancel a programme package:

• Within 14 days of purchase and before the first session: full refund minus a £20 administrative fee.
• After the first session or beyond 14 days: a pro-rata refund will be calculated for sessions not yet delivered, less a 20% administration charge.
• Once more than half the programme sessions have been delivered: no refund is available for the remaining sessions.

4. Cooling-Off Period (Consumer Rights)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day cooling-off period from the date of purchase for any programme package purchased online. If you request cancellation within this period and no sessions have taken place, a full refund will be issued within 14 days.

By booking a session that will commence within the 14-day cooling-off period, you expressly request that the service begins before the cooling-off period expires. In such cases, you may be liable for a proportionate cost for services already delivered.

5. Cancellation by Chivrealthor

In the rare event that we must cancel a scheduled session (due to coach illness, technical failure, or other unforeseen circumstances), we will:

• Provide as much notice as possible
• Offer a rescheduled session at no additional charge
• Issue a full refund if no alternative date is mutually agreeable

6. How to Request a Cancellation or Refund

All cancellation requests must be submitted in writing via our Contact page. Please include your name, booking reference, session date, and reason for cancellation. We aim to process all refund requests within 10 working days of approval.

7. Refund Method

Approved refunds will be returned to the original payment method used at the time of booking. We are unable to issue refunds to a different payment method or as cash.

8. Disputes

If you are dissatisfied with our response to a cancellation or refund request, you may escalate your complaint by contacting us formally in writing. We will endeavour to resolve all disputes fairly and promptly. If a resolution cannot be reached, you may seek alternative dispute resolution through an approved ADR provider.

9. Amendments to This Policy

We reserve the right to update this policy at any time. Changes will be posted on this page with a revised date. Your continued use of our services constitutes acceptance of the updated policy.

10. Contact

If you have any questions about our Return and Cancellation Policy, please contact us. Chivrealthor, Becket House, 36 Old Jewry, London EC2R 8DD, United Kingdom. Phone: +44 845 370 4070.