Refund & Cancellation Policy
1. Purpose
This Refund & Cancellation Policy explains how cancellations, rescheduling requests and refunds are handled for all services provided by Simone Campo.
By booking a consultation, programme or service, you agree to this policy.
This policy should be read alongside the Terms & Conditions.
2. Statutory Cancellation Rights (14-Day Cooling-Off Period)
If you purchase a service online as a consumer, you generally have the right to cancel the contract during the 14-day period beginning the day after the contract is entered into, in accordance with the Consumer Contracts Regulations 2013.
You may request that the service begins before the end of this cancellation period. Where you make that express request and subsequently cancel after the service has begun, the Consultant may deduct a proportionate amount for the services supplied up to the time the cancellation request is received.
If the service is fully delivered during the 14-day cancellation period, your statutory right to cancel will end once the service has been completed, provided that before delivery began you:
- expressly requested that the service begin during the cancellation period; and
- acknowledged that you would lose your statutory right to cancel once the service had been fully delivered.
If you do not expressly request early performance, the service will not begin until the statutory cancellation period has ended.
You may exercise your right to cancel by emailing simonecampo.consulting@gmail.com or by using the model cancellation form at the end of this policy. Use of the model form is optional; any clear statement communicating your decision to cancel is sufficient.
Where a statutory refund is due, it will be made without undue delay and no later than 14 days after the Consultant is informed of your decision to cancel. The refund will be made using the same payment method used for the original transaction.
These statutory rights apply in addition to the commercial cancellation and rescheduling terms below. Nothing in this policy affects your statutory rights.
3. Consultation Sessions
The commercial cancellation and rescheduling terms below apply subject to your statutory rights. Where these terms differ from your statutory rights, your statutory rights take precedence. Nothing in this section affects any refund or other remedy to which the Client is entitled by law.
This section applies to individual consultation sessions purchased through the website.
More Than 48 Hours Before the Session
If a cancellation request is received more than 48 hours before the scheduled session, the Client may choose either:
- a 100% refund; or
- one free guaranteed reschedule.
48 Hours or Less Before the Session
If a cancellation request is received 48 hours or less before the scheduled session, the Client may choose either:
- an 80% refund, with 20% retained only for genuine pre-session preparation actually carried out and with preparation evidence retained; or
- one free guaranteed reschedule.
If genuine pre-session preparation was not carried out, or preparation evidence is not retained, the 20% preparation amount will not be retained.
Completed Consultation
Once a consultation has been completed, no commercial refund is available. This does not affect any mandatory statutory right or remedy.
4. Non-Attendance
If a Client does not attend a scheduled session without prior notice, no commercial refund will be provided. Any replacement appointment or reschedule is entirely at the Consultant’s discretion. This does not affect any mandatory statutory right or remedy.
5. Technical Issues
Where a session cannot be delivered due to a technical failure on the Consultant's side:
- The session will be rescheduled; or
- A full refund will be offered.
Where technical difficulties occur on the Client's side:
- Reasonable efforts will be made to continue or reschedule the session.
- Refunds will not normally be provided.
6. Focus Programme
The Focus Programme costs £189 and consists of one 30-minute planning session and three 50-minute consultation sessions, giving 180 total programme minutes. The planning session is part of the programme service time and is included in the programme price.
Programme Components and Refund Calculation
For a commercial cancellation request:
- a completed component is non-refundable;
- a component scheduled to begin 48 hours or less after the cancellation request is received is committed and non-refundable; and
- a component scheduled to begin more than 48 hours after the cancellation request is received is refundable pro rata.
The commercial refund is calculated as follows: Refund = refundable minutes ÷ total programme minutes × total price paid. For the Focus Programme, total programme minutes are 180 and the standard total price is £189.
The 30-minute planning session is included as a programme component in this calculation. These commercial terms apply subject to the Client’s mandatory statutory rights, which prevail where applicable.
7. Development Programme
The Development Programme costs £349 and consists of one 30-minute planning session and six 50-minute consultation sessions, giving 330 total programme minutes. The planning session is part of the programme service time and is included in the programme price.
Programme Components and Refund Calculation
For a commercial cancellation request:
- a completed component is non-refundable;
- a component scheduled to begin 48 hours or less after the cancellation request is received is committed and non-refundable; and
- a component scheduled to begin more than 48 hours after the cancellation request is received is refundable pro rata.
The commercial refund is calculated as follows: Refund = refundable minutes ÷ total programme minutes × total price paid. For the Development Programme, total programme minutes are 330 and the standard total price is £349.
The 30-minute planning session is included as a programme component in this calculation. These commercial terms apply subject to the Client’s mandatory statutory rights, which prevail where applicable.
8. Consultant Cancellation
In rare situations, the Consultant may need to cancel or postpone a session.
Examples may include:
- Illness
- Family emergency
- Technical failure
- Circumstances beyond reasonable control
Where this happens:
- The Client will be offered an alternative appointment; or
- A full refund for the affected session.
9. Exceptional Circumstances
The Consultant understands that genuine emergencies can occur.
Exceptional circumstances may include:
- Serious illness
- Bereavement
- Significant family emergency
- Other circumstances outside the Client's reasonable control
Any refund or rescheduling request under exceptional circumstances will be considered fairly and at the Consultant's discretion.
10. Chargebacks and Payment Disputes
Clients are encouraged to contact the Consultant first regarding any concerns relating to a booking or payment.
Where a chargeback or payment dispute is raised without first attempting to resolve the matter directly, the Consultant reserves the right to provide all relevant booking, payment and attendance records to the payment provider.
11. Right to Refuse Service
The Consultant reserves the right to refuse, suspend or terminate services where:
- Academic misconduct support is requested.
- Abusive, threatening or inappropriate behaviour occurs.
- False or misleading information is provided.
- A conflict of interest exists.
- Continuing the engagement would create legal, ethical or professional concerns.
Where services are terminated for these reasons, refunds may not be provided. This does not affect any refund or other remedy to which the Client is entitled by law.
12. Contact
Questions regarding this Refund & Cancellation Policy may be directed to:
Simone Campo
simonecampo.consulting@gmail.com
5 Brayford Square, London, E1 0SG, United Kingdom
13. How to cancel
Email: simonecampo.consulting@gmail.com
Model cancellation form
To: Simone Campo
5 Brayford Square, London, E1 0SG, United Kingdom
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service: ______________________________
Ordered on / contract entered into: ______________________________
Customer name: ______________________________
Customer address: ______________________________
Customer email: ______________________________
Date: ______________________________
Signature (only if this form is notified on paper): ______________________________