Refunds and cancellation

1. 1. Coaching plans: before your plan is written
2. 2. Coaching plans: after your plan is delivered
3. 3. Personal training: cancelling the package
4. 4. Personal training: cancelling one session
5. 5. Personal training: unused sessions
6. 6. How a refund is paid
7. 7. How to request one
8. 8. Chargebacks

01Coaching plans: before your plan is written

You can cancel at any time before your plan has been sent to you and receive a full refund, no questions asked and no explanation needed. Email the address at the foot of this page.

This holds even if you have already filled in the intake form and we have exchanged messages.

02Coaching plans: after your plan is delivered

Once your plan has been written and sent, it is not refundable. The work has been done at that point and it cannot be returned.

The exception is if I have not delivered what was described: if your plan does not arrive within seven days of you completing the intake form, or if a reassessment due under your plan is missed by more than seven days and the delay is mine, you may cancel and receive a pro rata refund for the part of the plan not yet delivered.

03Personal training: cancelling the package

Before your first session, you may cancel the package for a full refund.

After your first session, you may cancel and receive a refund for the sessions you have not used, calculated at the per session rate of the package, less the sessions already taken. Sessions marked as no shows count as taken.

04Personal training: cancelling one session

Cancel a booked session at least 12 hours before its start time and it returns to your balance immediately, at no cost.

Inside 12 hours, or if you do not attend, the session counts as used. That slot was held for you and could have gone to somebody else.

If I have to cancel a session, it returns to your balance and I will offer you a replacement slot.

05Personal training: unused sessions

Your 30 sessions are valid for three months from the date of purchase. Unused sessions expire at the end of that window and are not refundable.

If something genuine has got in the way, an injury, an illness or unavoidable travel, message me before the window closes and I will extend it. This is decided case by case and I am not unreasonable about it.

06How a refund is paid

Refunds are made to the original payment method only. I cannot refund to a different card, account or person.

Once approved, the refund is issued to the payment gateway within 2 working days. It then typically takes a further 5 to 7 working days to appear in your account, depending on your bank. That second part is outside my control.

07How to request one

Email the address at the foot of this page with your order reference and the reason. You will get an acknowledgement within 48 hours and a decision within 7 working days.

If you disagree with the decision, escalate it to the Grievance Officer named at the foot of this page, who will respond within one month as required by the Consumer Protection (E-Commerce) Rules 2020.

08Chargebacks

If something has gone wrong, please contact me first. I would rather sort it out directly than through your bank, and it is faster for you.

Last updated 20 September 2026.