Refunds and cancellations.

The free chat.

The introductory chat is thirty minutes and costs nothing, so there is nothing to refund.

If the time no longer works, use the link in your Calendly confirmation email to move it or cancel it. You can book again whenever you're ready. No limit, no awkwardness.

Book a free 30-minute chat →

One-to-one sessions.

A one-to-one session is £115 for sixty minutes, on Zoom or in person. If you'd like to meet in person outside the area, travel is charged at £50 an hour on top, agreed with you before you book.

48 hours' notice or more

Move the session to another time, or cancel it for a full refund. Use the link in your booking confirmation, or email join@moment.ing.

Less than 48 hours' notice

The session is charged in full. That hour was held for you and can't usually be filled at short notice.

Illness and emergencies

Common sense applies. If you've woken up ill, or something has happened, tell us and we'll find a way through. Nobody is going to be charged for a bad week.

A sliding scale is available for people on lower incomes. Ask before you book rather than after.

The eight-week course.

The course is £395 in total. Eight weeks, live on Zoom, in a group of ten. The next cohort starts on Thursday 16th July, 11:00 to 12:30.

Seven days or more before the cohort starts

Full refund. You don't need to give a reason.

Within seven days of the start

Either a half refund, or a free transfer to the next cohort. Your choice, whichever suits you better.

Once the course has started

No refund. The group is only ten people, your place was held for you, and it can't be filled once we're under way.

That said, please talk to Charles. If something has happened, he will try to be fair. That might mean deferring you to a later cohort, or working out something else. Ask before you write the money off.

If you paid with Klarna.

Payments are taken by Stripe. At checkout you can pay the whole amount, or split it into interest-free instalments with Klarna.

If you used Klarna, any refund goes back through Stripe to Klarna, not to you directly. Klarna then adjusts your payment plan.

A full refund clears the plan. A partial refund reduces it. This is the part worth reading twice: you remain responsible to Klarna for whatever is left on the plan after the refund is applied. So if you receive a half refund on the course, you still owe Klarna the other half under your agreement with them.

Your Klarna plan is a separate agreement between you and Klarna, on their terms, including anything they charge for late or missed payments. We can't change those.

If a refund we've confirmed hasn't appeared in your Klarna account within a few days, contact Klarna, and tell us too so we can check it went through properly at our end.

Your right to change your mind.

Under the Consumer Contracts Regulations 2013 you normally have 14 days from booking to change your mind about a service bought online, and get your money back.

There is one thing to know. If you ask us to start within those 14 days and the service is fully delivered inside that period, the right to cancel ends once it has been delivered. If it has only partly started, we can keep a fair amount for what you've already had, and refund the rest.

This right sits alongside everything above. Where the two differ, whichever is better for you is the one that applies. Nothing on this page takes away your rights under consumer law.

How to ask for a refund.

Email join@moment.ing. Tell us what you booked and when, and roughly what has happened. You don't owe anyone a long explanation.

Refunds go back to the card or account you paid from. We can't send them anywhere else, and we can't refund in cash.

Once we've processed a refund it usually reaches you within 5 to 10 working days, depending on your bank or on Klarna. If it takes longer than that, tell us and we'll chase it.

If you think a refund has gone wrong, or you're unhappy with how something was handled, say so. We will look at it properly.

Also worth reading.

This page forms part of our terms.