Return Policy

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This Return Policy explains how refunds, rescheduling and cancellations work for coaching programmes booked through Kneesrback. We aim to be fair, clear and unhurried.

1. Cooling-off period

You can cancel any newly booked programme within fourteen calendar days of purchase and receive a full refund, provided that no session has yet been delivered. To start a cancellation simply send a written note via the contact form on the Contacts page.

2. After the first session

If you wish to stop a programme after one or more sessions have taken place, we will refund the value of any sessions you have paid for but have not yet used, less any administration fee disclosed at the time of booking. The exact split is shown on your invoice.

3. Rescheduling

Sessions can be rescheduled free of charge with at least forty-eight hours of notice. Sessions cancelled with less than twenty-four hours of notice may be counted as delivered, except in cases of genuine emergency or illness that prevents you from attending.

4. Workshops for teams

Team workshops have a separate cancellation schedule because we hold time for a larger group:

• More than thirty days before the workshop: full refund.
• Between thirty and fourteen days: fifty percent refund.
• Less than fourteen days: no refund, but you can move the date once free of charge.

5. Refund method

Refunds are returned via the same payment method that was originally used. Bank settlement times vary but most card refunds appear within ten working days.

6. Digital materials

Where a programme includes downloadable workbooks or planners, the cost of those materials is refundable only if the files have not yet been downloaded.

7. Quality concerns

If you are unhappy with the quality of a coaching session, please tell us within seven days. We will discuss the issue, look at what went wrong, and propose either an additional session or a partial refund.

8. Statutory rights

Nothing in this policy reduces your statutory consumer rights under United Kingdom law. Where consumer rights legislation grants additional protections, those will always apply.

9. How to request a refund

Send a written request through the contact form on the Contacts page, including your name, the programme you booked and a short reason for the request. We will reply within three working days.

10. Contact

For any question about returns, please ring +44 20 7631 3200 during weekday office hours or write to 47 Clipstone St, London W1W 6PP, United Kingdom.