Refund & Cancellation Policy

For standard private coaching appointments:

Important: Any mandatory rights available to you under applicable consumer law remain unaffected.

A session is considered confirmed when:

• the booking has been accepted

and

• the required payment has been successfully received, unless another payment arrangement has been expressly agreed.

Once confirmed, professional time is reserved specifically for you.

The cancellation period is calculated from the scheduled start time of your appointment.

If you cancel at least 48 hours before the scheduled session, you may ordinarily choose between:

• one complimentary rescheduling of the session

or

• a refund of the eligible session fee, subject to any non-recoverable payment-processing, banking, foreign-exchange or transaction charges where legally permissible.

Where you choose to reschedule, the new appointment remains subject to availability.

If you cancel between 24 and 48 hours before the scheduled session, the session may ordinarily be rescheduled once without an additional coaching fee.

A cash refund will not ordinarily be provided for a cancellation within this period, except where required by applicable law or expressly approved because of exceptional circumstances.

The replacement appointment is subject to availability.

Where cancellation occurs less than 24 hours before the scheduled start time, the appointment will ordinarily be treated as used and the session fee will not be refunded.

This is because the professional time has been reserved and may no longer reasonably be available to another client.

Heal & Coach® may consider genuine exceptional circumstances individually.

A client who does not attend a confirmed appointment and has not provided appropriate notice will ordinarily be considered a no-show.

The session will be treated as used and will not ordinarily qualify for:

• refund
• credit
• replacement session

For a multi-session programme, the missed session will ordinarily be deducted from the programme balance.

If you arrive late, Heal & Coach® will make reasonable efforts to use the remaining appointment time productively.

However, the session will ordinarily still finish at its originally scheduled time so that subsequent client commitments are not affected.

Late arrival does not ordinarily qualify for a partial refund or automatic extension.

If lateness is caused by Heal & Coach®, appropriate additional time or another reasonable arrangement will be offered.

Eligible appointments may be rescheduled subject to availability.

Where complimentary rescheduling is available under this policy, it ordinarily applies once per affected appointment.

Repeated rescheduling may require a new booking or may be treated as a cancellation, depending upon the circumstances.

A rescheduled appointment remains subject to this policy.

Single-session bookings include applicable individual and couple sessions offered through Heal & Coach®.

For eligible single sessions:

• 48+ hours: reschedule or eligible refund
• 24 to 48 hours: one reschedule
• less than 24 hours: ordinarily treated as used
• no-show: treated as used

Any service-specific condition clearly communicated before purchase will also apply.

Heal & Coach® offers structured programmes that may contain multiple sessions delivered over a defined period.

When purchasing a programme, you are reserving a structured coaching engagement, rather than simply purchasing unrelated individual appointments.

Accordingly, programme cancellations are handled differently from cancellations of single sessions.

If you request cancellation of an eligible programme before the first coaching session has taken place, Heal & Coach® will review the refund request based on:

• whether programme delivery has commenced
• whether personalised preparation or assessment has already been completed
• whether materials or resources have already been supplied
• non-recoverable transaction charges
• applicable consumer-law requirements

Where no substantive programme delivery has begun, an eligible refund may be provided after permissible deductions.

Once a structured programme has begun, fees are not automatically refundable simply because the client decides not to continue.

Where an early withdrawal request is accepted, any refund or credit will be assessed according to:

• sessions already delivered
• sessions missed or forfeited
• personalised work already completed
• programme resources already provided
• administrative or transaction costs where legally permissible
• any promotional or package pricing applied
• applicable legal requirements

Any refund approved in these circumstances will be communicated before processing.

Individual appointments within a programme remain subject to the standard appointment rules:

• 48+ hours: eligible rescheduling
• 24 to 48 hours: ordinarily one reschedule
• less than 24 hours: session ordinarily treated as used
• no-show: session treated as used

A cancelled programme session does not automatically extend the programme's overall validity period.

Structured programmes are designed to be completed within their stated duration.

For example, a 30-day, 60-day or 90-day programme should ordinarily be completed within the applicable programme period.

Where illness, travel or another reasonable circumstance materially affects continuity, Heal & Coach® may consider an extension.

Extensions are not automatic and should be agreed in writing.

Private Client and longer-term coaching arrangements reserve a greater level of professional capacity, scheduling access and continuity.

Cancellation, pause, withdrawal and refund arrangements for such engagements may therefore be governed by service-specific written terms provided before or at the beginning of the engagement.

Where such terms apply, they supplement this general policy.

Unused Private Client access does not automatically convert into a cash refund unless the applicable agreement or law provides otherwise.

A couple session is ordinarily treated as one booking involving two participants.

If one participant cannot attend, please contact Heal & Coach® before the appointment.

Depending upon the purpose of the session and with appropriate agreement, the appointment may:

• be rescheduled
• proceed with one participant where professionally appropriate

or

• be handled according to the cancellation window applicable at that time

One participant's non-attendance does not automatically create an entitlement to a partial refund.

On rare occasions, Heal & Coach® may need to cancel or reschedule a confirmed appointment because of illness, emergency, technology failure or another unavoidable circumstance.

Where Heal & Coach® cancels a session, you will ordinarily be offered:

• a replacement appointment at no additional coaching fee

or

• a refund of the amount paid for the affected undelivered session

where rescheduling is not suitable.

You will not be charged a cancellation fee when Heal & Coach® initiates the cancellation.

For online sessions, both parties should make reasonable efforts to maintain a suitable internet connection and functioning device.

If a substantial technical failure on the Heal & Coach® side prevents the session from proceeding, an appropriate replacement appointment or other reasonable remedy will be offered.

If the issue occurs on the client's side, reasonable efforts may be made to reconnect or continue through another agreed method.

Persistent or substantial client-side technical problems may be assessed individually rather than automatically treated as a refundable cancellation.

Life Does Not Always Follow a Schedule.

Heal & Coach® recognises that genuine emergencies can occur.

Serious illness, bereavement, accident, emergency hospitalisation or other significant unforeseen circumstances may be considered individually.

We may request reasonable information where necessary to evaluate an exception, but we aim to approach genuine circumstances with fairness, discretion and humanity.

An exception granted in one situation does not automatically change the general policy for future bookings.

Where a service has not yet commenced, a change-of-mind request will be considered according to this policy and any rights available under applicable consumer law.

Once a coaching session or substantive programme delivery has begun, a change of mind does not automatically create an entitlement to a full refund.

Coaching is collaborative and outcomes differ between clients.

A refund is not ordinarily provided solely because:

• a particular relationship outcome did not occur
• another person did not change
• a client decided not to implement coaching insights
• reconciliation did not occur
• a relationship ended
• the client reached a decision different from the one originally expected

Heal & Coach® does not guarantee specific relationship, personal or professional outcomes.

However, if you have a genuine concern about the service delivered, we encourage you to contact us so the matter can be reviewed fairly.

If you believe you have been charged twice or an incorrect amount has been processed, contact Heal & Coach® promptly with the relevant transaction information.

Verified duplicate or erroneous payments will be reviewed and corrected as appropriate.

Approved refunds will ordinarily be returned through the original payment method where reasonably possible.

Depending upon the payment provider, bank and country involved, the amount ultimately received may be affected by:

• payment-processing charges
• bank charges
• foreign-exchange movements
• international transaction charges

Any deduction made by Heal & Coach® itself will only be applied where properly disclosed and legally permissible.

Once a refund has been approved and initiated by Heal & Coach®, the time required for funds to appear in your account may depend on your:

• bank
• card issuer
• payment gateway
• country
• payment method

Heal & Coach® cannot control processing delays occurring within independent banking or payment systems.

Where appropriate, confirmation can be provided once the refund has been initiated.

Services purchased under a promotional or specially discounted arrangement may carry specific conditions disclosed at the time of purchase.

Where a programme refund is approved after some sessions have been used, previously delivered sessions may, where lawfully and clearly agreed, be valued according to the applicable refund methodology rather than assuming the original package discount applies independently to every used session.

Complimentary services have no cash refund value.

Bookings and programmes are ordinarily intended for the person or couple for whom they were purchased.

They should not be transferred, resold or assigned to another person without prior written approval from Heal & Coach®.

Where a transfer is appropriate, it may require a new suitability review or consent process.

Where Heal & Coach® offers a credit instead of a refund, the following should be confirmed in writing:

• credit value
• eligible service
• expiry date
• whether it is transferable

A credit is not equivalent to cash unless expressly stated.

To request a cancellation, rescheduling or refund, contact:

• Heal & Coach®
• Email: Hi@healandcoach.com

Please provide:

• your name
• booking or payment reference
• service booked
• scheduled session date, where applicable
• brief reason for the request

Do not include unnecessary sensitive relationship or health information merely to request a cancellation.

For the purpose of determining whether a request falls within the 48-hour, 24-hour or other applicable cancellation period, the time at which the cancellation or rescheduling request is received through the designated Heal & Coach® communication channel may be used.

This avoids uncertainty regarding cancellation timing.

Nothing in this Refund & Cancellation Policy is intended to remove, restrict or override any consumer right or remedy that cannot legally be excluded.

Where mandatory consumer law gives you rights that are more favourable than a provision of this policy, the applicable legal requirement will prevail.

For international clients, relevant mandatory consumer protections may differ according to jurisdiction.

If you believe a payment or refund has been handled incorrectly, please contact Heal & Coach® first so the matter can be reviewed.

Nothing in this policy prevents you from exercising lawful rights available through your payment provider or applicable consumer-protection mechanisms.

Knowingly making a false or fraudulent payment dispute may result in suspension of services and appropriate action where permitted by law.

Heal & Coach® may update this policy as services, payment systems or applicable requirements evolve.

The current version will be displayed on this page with the applicable Last Updated date.

For an already confirmed booking, the cancellation terms communicated or applicable when the booking was made should ordinarily govern unless a later change is agreed or required by law.

This policy should be read together with:

• Terms & Conditions
• Professional Disclaimer
• Privacy Policy
• Confidentiality & Data Handling
• Cookie Policy

and any applicable Coaching Agreement / Informed Consent.

Where a service-specific agreement contains additional cancellation or payment provisions, those provisions should be read together with this policy.

Reserved With Commitment. Changed With Fairness.

When you book Heal & Coach®, professional time is reserved specifically for you.

Our policy therefore follows a simple principle:

• PLAN WITH COMMITMENT
• RESCHEDULE WITH NOTICE
• HANDLE EMERGENCIES WITH HUMANITY
• PROCESS ELIGIBLE REFUNDS FAIRLY
• PROTECT BOTH CLIENT AND PROFESSIONAL TIME

We ask our clients to respect the commitment behind a confirmed appointment, and we commit to showing the same respect when circumstances require us to make a change.

For cancellation, rescheduling or refund enquiries: Hi@healandcoach.com

Heal & Coach®

Heal Within. Relate Better. Live Forward.

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