How we work together

Cancellations

  • Customers must provide at least 24 hours’ notice to cancel or reschedule a session.

  • Cancellations or changes made with less than 24 hours’ notice may result in the loss of the session credit.

  • Subscription cancellations can be made at any time, but payments are non-refundable once the billing period begins.

  • No-shows (failure to attend without any notice) will incur a £20 fee

Lateness

Customer Lateness

  • We understand delays can occur (e.g., traffic, transport issues).

    • If a customer is late, the instructor will try to extend the session or make up the time later.

  • Repeated lateness may result in lost lesson time that cannot be credited or refunded.

Instructor Lateness

  • If the instructor is late, any missed minutes will be added to a future session.

  • If the instructor is 15 minutes or more late, customers may:

    • Cancel and receive a full refund, reschedule, or proceed with the session and have missed time added to another lesson.

Coach & client absences

Coach Unavailability

  • Package or membership expiry dates will be delayed for the period of the coach's unavailability unless an alternative coach is used.

  • No membership charge will be applied for a billing cycle in which no session is delivered.

  • A substitute coach may be offered when available.

client absences

  • Package expiry extends by the length of the absence, up to a maximum of 4 weeks per year.

  • Membership payments may be delayed for up to one billing cycle per quarter.

Refunds

  • All sales are final. Refund requests are only accepted within 48 hours of purchase.

  • After 48 hours, refunds are not issued; sessions may be rescheduled or transferred to another person.

  • For lesson packages, refunds or partial refunds are not available once use has begun.

  • Subscription payments are non-refundable once the billing period starts.

Lesson Packages and Usage

  • Lesson packages must be used within a set period from the start date: 1 week per lesson purchased.

  • Unused lessons in a subscription may carry over up to 25% into the next month, but expire if unused by the end of that following month.

  • Individual lessons can be upgraded to group lessons for an additional £15 per extra participant, up to 4 people total. Please inform your coach beforehand.

  • If a customer cannot complete a package, remaining lessons may be transferred or gifted, subject to approval.