Cancellation and Refund Policy

How cancellations work and what refund you'll receive — including what happens when your organisation paid.

Cancellation and Refund Policy

How to Cancel

Go to Bookings and open the session you want to cancel.
Click Cancel Booking.
Add a reason (optional) and confirm.

Refund Policy

Your refund depends on how far in advance you cancel.

When you cancel	Refund
24 or more hours before the session	100% refund
Less than 24 hours before the session	No refund

There is no partial-refund tier. You get either a full refund or nothing, depending on the 24-hour cutoff.

Provider Cancellations

If your provider cancels — regardless of timing — you always receive a 100% refund. You'll be notified by email and in-app.

If Your Organisation Paid for the Session

The same 24-hour rule applies, and it applies to your organisation's money.

Cancel 24 or more hours before the session and the full amount goes back to your organisation's wallet. Your personal budget allowance is restored too, so you can book again.
Cancel less than 24 hours before, and nothing is returned. Your organisation is still charged for the session, and the amount stays counted against your personal allowance for the period.

This is deliberate, for two reasons. The coach has kept the slot free for you and cannot fill it at that notice, so they are still paid. And because the amount stays counted against your allowance, repeated late cancellations reduce what you can book for the rest of the period — which is what makes the cost visible to whoever manages the budget.

If you know you cannot make a session, cancel early. Before the 24-hour mark it costs your organisation nothing.

Late cancellations show up on your organisation's Billing page as a session charge with no matching refund.

How Refunds Are Processed

Card payments are refunded to your original card via Stripe.
Organisation-funded bookings are credited back to your organisation's wallet — only when cancelled 24 or more hours ahead (see above).
Package credits are restored to your package.
Refunds typically appear on your statement within 5–10 business days.

After Cancellation

A cancellation .ics is emailed to you so your calendar event is removed automatically.
Both you and the provider receive a cancellation notification.
You can rebook with the same or a different provider any time.