This Refund Policy sets out the terms under which Listen Up will consider refund requests for coaching services. It applies to all clients who purchase coaching packages or sessions through Listen Up.

 

1. Current Status

Listen Up does not currently accept payments through this website. Bookings and payments are arranged directly between Listen Up and each client. This policy will become fully active once an online payment system is in place.

This document sets out our intended refund policy so that prospective clients are aware of our approach prior to making any commitment.

 

2. Cooling-Off Period

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where services are contracted at a distance (for example, online or by phone), you have the right to cancel your order within 14 days of the contract being agreed, without giving a reason.

If you cancel within this 14-day period and coaching has not yet commenced, you will receive a full refund. If you have requested that services begin within the 14-day period, and coaching has commenced, a proportional deduction will be made for sessions already delivered.

 

3. Cancellations Before the Cooling-Off Period Ends

If you wish to cancel before any sessions have taken place, and within 14 days of purchase, you are entitled to a full refund. Please notify us as soon as possible to avoid any sessions being prepared or scheduled on your behalf.

 

4. Cancellations After the Cooling-Off Period

After the 14-day cooling-off period has passed, the following applies:

• Sessions already delivered are non-refundable

• Unused sessions within a pre-purchased package may be refunded on a pro-rata basis, at our discretion

• Cancellations made with less than 48 hours notice of a scheduled session may result in that session being forfeited without refund

 

5. Rescheduling

We understand that circumstances change. Where possible, we will always try to accommodate rescheduling requests. Please give us as much notice as possible if you need to change a session. Sessions can typically be rescheduled without penalty if at least 48 hours notice is given.

 

6. Exceptional Circumstances

We will consider refund requests on a case-by-case basis in exceptional circumstances, such as serious illness or bereavement. In these situations, please contact us as soon as possible and we will do our best to reach a fair outcome.

 

7. How to Request a Refund

To request a refund or cancellation, please contact us by email at: edward@listenupcoach.com

Please include your name, the service purchased, and the reason for your request. We aim to acknowledge all refund requests within two working days and to resolve them within 14 days.

 

8. Refund Method

Refunds will be processed using the same payment method used for the original purchase, unless otherwise agreed. Please allow up to 10 working days for refunds to appear in your account, depending on your bank or payment provider.

 

9. Your Statutory Rights

This Refund Policy does not affect your statutory rights under UK consumer law. If you have a dispute that we are unable to resolve, you may seek independent advice from Citizens Advice (www.citizensadvice.org.uk) or contact the relevant Alternative Dispute Resolution (ADR) body.

 

10. Changes to This Policy

We reserve the right to update this Refund Policy at any time. The date at the top of this document indicates when it was last revised. Any updated policy will apply to purchases made after the revision date.

 

11. Contact

If you have any questions about this Refund Policy, please contact us at: edward@listenupcoach.com