Refunds & Cancellations
About this policy
This policy applies to consumer coaching bookings with Kirstie Walker-Poole Ltd, trading as Pause & Beyond. Your Coaching Agreement and Booking Confirmation record the details of your booking. Nothing in this policy limits your statutory consumer rights.
Your sessions
For the core 12-session programme, we reserve 60 minutes for each session. Sessions take place online or at an agreed venue.
If you arrive late, your session will normally finish at the scheduled time.
Rearranging a session
You can request a change by emailing kirstie@pauseandbeyond.com or using the cancellation or rescheduling option in your booking confirmation.
With at least 48 hours’ notice, you can rearrange a one-to-one session without charge.
With less than 48 hours’ notice, or if you miss a session, it will normally count within your 12 programme sessions. There is no additional fee on top of counting that session.
I use discretion for illness or unexpected emergencies. Any amount retained must reflect a fair actual loss, taking account of costs saved and whether the appointment is filled by another client. I will reduce or waive the amount where appropriate.
If I cancel
If I need to cancel, we will rearrange without you losing a session. If I cannot provide the session, I will refund its allocated value. For the core programme, this is calculated as £2,650 divided by 12, rounding only the final refund.
Ending the core programme early
You can end the core programme by emailing kirstie@pauseandbeyond.com.
Completed sessions are valued at £2,650 divided by 12. Associated email support and resources are included, and there is no additional exit fee.
Any fair late-cancellation amount already incurred is included in the settlement. If ending the programme also cancels a forthcoming appointment with less than 48 hours’ notice, the session cancellation policy can apply to that next appointment only, not to later appointments.
I will provide an itemised settlement, rounding only the final calculation. Any overpayment will be refunded within 14 calendar days of cancellation. Any shortfall is payable within 14 calendar days of the settlement statement.
The £530 booking payment is part-payment towards your programme. It is not automatically retained when you cancel.
Future instalments are cancelled apart from any settlement due. Email support ends when the programme ends early. The separate three-month check-in is included after completion of the full programme.
Payments for single sessions are non-refundable, except where required by UK consumer law.
Taking a break
If you need an extended break, we will agree in writing what happens to session dates, email support, payment dates and completion. A break does not automatically change the payment schedule, and there is no automatic programme expiry date.
Your statutory right to cancel
You have the right to cancel your agreement with us within 14 days of the date of agreement by emailing:
hello@pauseandbeyond.com
To meet the cancellation deadline, it is enough to send your cancellation request before the 14-day period has expired.
If you cancel within this period, we will reimburse payments received from you in relation to the agreement within 14 days of being informed of your decision to cancel.
If services have already started
Before we begin providing the services, you may cancel within 14 days of our email confirmation of your order.
If you cancel and have paid in advance for services not yet provided, we will refund those amounts.
However, if you asked us to begin providing services during the 14-day cancellation period and then cancel before the services are complete, you must pay for the portion of the services already provided. This amount will be calculated fairly based on what has been supplied.
If we have fully completed the services, you will no longer have a right to cancel, even if the 14-day period has not yet expired.
Group programmes and standalone sessions
The twelve-session settlement above applies only to the core one-to-one programme.
Group dates, standalone-session fees and any specific cancellation arrangements are supplied before booking. Any cancellation charge must be fair and reflect actual losses, taking account of costs saved and a replacement booking. Statutory cancellation rights continue to apply where applicable.
Important note
By agreeing to begin services within the 14-day cancellation period, you acknowledge that:
your right to cancel ends once the services have been fully performed
if you cancel before the services are fully completed, you will pay for the part already delivered, in proportion to the full service agreed