01Individual sessions
- You can cancel or reschedule a session free of charge up to 24 hours before its start time.
- Cancellations made less than 24 hours before the start time may be charged in full or deducted from your session balance.
- If you do not join a session within 15 minutes of its start time without notice, it may be treated as completed.
- We may waive these charges in genuine emergencies. Please tell us as soon as you can.
02If a mentor cancels or does not attend
If your mentor cancels with less than 24 hours' notice or does not join within 15 minutes, the session will not be charged. We will offer you a replacement session with the same or another suitable mentor, or a refund for that session.
03Technical problems
If a session cannot go ahead because of a technical problem on our side, it will be rescheduled free of charge. If the problem is on your side, such as a lost internet connection, please tell us as soon as possible and we will try to help. We may treat repeated problems on your side as a late cancellation.
04Programmes and courses
- If you cancel before a programme starts, you will receive a refund in line with our Refund Policy.
- If you cancel after a programme has started, any refund for the unused part is calculated as set out in our Refund Policy.
05Session packs and validity
Prepaid session packs are valid for 6 months from the date of purchase, unless the offer states otherwise. Unused sessions can be extended once by up to 3 months if you ask before they expire. After that, our Refund Policy applies to unused sessions.
06Subscriptions
If a Service renews automatically, you can turn off renewal at any time before the next billing date. Your access continues until the end of the period you have paid for.
07Rescheduling limits
To keep mentors' time fair for everyone, a session can normally be rescheduled up to 2 times. After that, we may ask you to book a new session.
08If we need to cancel
Occasionally a mentor may be unavailable or a programme may change. If we cancel or materially change a Service you have paid for, we will offer you a suitable alternative, a rescheduled session or a full refund for the affected part, at your choice.
09Schools, universities and organisations
If your organisation has a written agreement with us, its cancellation terms apply to sessions and programmes arranged through that agreement.
10How to cancel
Cancel or reschedule through your account where available, or email [email protected] with your name, booking or order reference and the session or programme you want to cancel.