SHIPPING, CANCELLATION & REFUNDS
We use DHL to deliver our products to you. They are an environmentally conscious logistics service that we are keen to support. For more information visit their website 'here'.
You should receive your product in 3-5 working days. You will also be able to track your delivery online via the DHL website.
If you have any issues with shipping/delivery please do not hesitate to contact us via any channel on our contact page on this website.
Cancellation & Refund Policy
Face2Face Sessions/Appearances: Our cancellation policy is that if you cancel over 48hours before your session is booked, you will be entitled to a full refund. This is possible as the venue booking (sessions only) can be cancelled at this point and no expenses would have yet been incurred by the coach. After 48 hours, this is no longer the case, which is why we would have to take full payment for your session at this point.
You are able to rearrange your session/appearance at any point up to 24 hours before your session and receive no additional charges. If you desire to rearrange within this 24 hours we will charge half the value of the session + the value of the rearranged session so that coaches are not unfairly cancelled on.
Online Sessions: If you cancel your online session 24hours in advance we will be able to offer you a full refund. If cancelled within this 24hours we will charge half the value of the session due to the booking being unavailable to another client.
You are able to rearrange your session at any point up to 1 hour before your session and receive no additional charges. If you desire to rearrange within this 1 hour we will charge half the value of the session + the value of the rearranged session so that coaches are not unfairly cancelled on.
However, it is ALWAYS worth calling us and asking in case we can give you a refund, which we will try our best to do so. We hope you can understand if we cannot.
For 4 week programming blocks, bespoke or NETU, we offer a 1 week trial period. If you are not satisfied with your product and let us know 48hours after the end of your 1st week and you will be entitled to a full refund. Unfortunately we will not be able to offer you a refund for the 4 weeks if you miss this 1week + 48hour deadline.
We can not offer refunds for sessions or appearances that have already been performed, (except for major misconduct by our coaches) but would be grateful to hear any feedback if you are dissatisfied in anyway, so that we can improve them for next time. On a case by case basis, if we feel it is reasonable, we may be able to offer a discount on a following product so please contact us to help us find a satisfactory solution for you.
Again we will always do our utmost to help, so if you have any issues, please contact us and we will do our best to help resolve them.