These are the Refund and Cancellation terms.

This policy explains what happens if you cancel, reschedule, or change your mind. It forms part of our Terms and Conditions. Company details are at the bottom of this page.

The short version

• Cancel a coaching session with 48 hours’ notice and it’s rescheduled at no cost.

• Cancel a project before work starts and your payment is refunded, less any costs already incurred.

• Once work has started, fees for work done are not refundable.

• If we have to cancel, you get a full refund or a rebooking. Your choice.

Coaching

Rescheduling a session. Give at least 48 hours’ notice and we’ll move it at no charge.

Late cancellation or no-show. Less than 48 hours’ notice, or not turning up, counts as a session used. We make exceptions for genuine emergencies. Tell us.

Cancelling a block of sessions. Sessions not yet taken are refunded in full if you cancel before the first session. After the first session, unused sessions are refunded less a 20% administration charge, or held as credit.

Credits. Any credit issued is valid for 90 days from the date it’s issued.

Brand and comms consulting

Day rate work. Cancel or move a booked day with 5 working days’ notice at no charge. Less than 5 working days, the day is charged at 50%. Less than 48 hours, the day is charged in full.

Retained or staged work. Work completed to the cancellation date is invoiced and payable. Any advance payment covering work not yet done is refunded.

Brand and comms strategy build

Before work starts. Full refund of any payment made, less any third party costs already committed on your behalf.

After work starts. The project is delivered in stages set out in your proposal. If you cancel, you pay for stages completed and any stage in progress. Advance payment beyond that is refunded.

Delays on your side. If we can’t progress because we’re waiting on you for more than 30 days, we may close the project. Fees for work done remain payable.

If we cancel

If we have to cancel a session or project for any reason, you choose: a full refund of any unused fees, or a rebooking at a time that suits you.

Your legal right to cancel

If you are buying as a consumer (not for business purposes), you have the right under the Consumer Contracts Regulations 2013 to cancel within 14 days of accepting a proposal, without giving a reason, and receive a full refund. If you ask us to start work within that 14 day period, you’ll pay for the work done up to the point you cancel. To exercise this right, email hey@coachkym.com with your name and the service you’re cancelling.

How refunds are paid

Refunds go back to the original payment method within 10 working days of being agreed. Card processing fees paid to our payment provider are not refundable where the provider does not return them to us.

How to cancel or reschedule

Email hey@coachkym.com. Notice periods count from when we receive your email.

Coach Kym Ltd • Registered in England and Wales • Company number: 14430587 • Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ • Email: hey@coachkym.com