Refund policy
At Optima Performance & Health, we offer personalised 1-to-1 coaching and health coaching consultations. Because our services are time-based and tailored to each individual, our returns and refunds policy is slightly different from that of physical products.
This policy complies with UK Consumer Contracts Regulations and does not affect your statutory rights.
1. Your Right to Cancel (Cooling-Off Period)
When you book a coaching session online, you have a legal right to cancel your purchase within 14 days of booking and receive a full refund, as long as the coaching session has not yet taken place.
If you ask us to deliver your coaching session within this 14-day period, you agree that:
· Once the coaching session has been delivered, your right to cancel ends
· No refund will be available after the session has taken place
This is standard for services that begin during the cooling-off period under UK law.
2. Completed Sessions & Refunds
Once a coaching session has been delivered:
· The session is considered completed
· Refunds are not available, regardless of outcome or personal circumstances
Coaching outcomes depend on many factors, including personal effort, consistency, and lifestyle, and therefore specific results cannot be guaranteed.
3. Cancellations & Rescheduling
We understand that plans change. If you need to cancel or reschedule a session:
· Please give at least 24 hours’ notice
· With sufficient notice, your session can be rescheduled at no additional cost
If less than 24 hours’ notice is given:
· The session will be treated as used
· No refund or reschedule will be offered
Missed appointments without notice (“no-shows”) are non-refundable.
4. Exceptional Circumstances
We aim to be fair and reasonable. In genuine exceptional circumstances (such as sudden illness or emergencies), we may offer:
· A rescheduled session, or
· A credit towards future coaching
Any exceptions are offered at our discretion and assessed on a case-by-case basis.