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Cancellation & Refund Policy
1. Purpose and Scope
At Peak Positive, we strive to deliver high-quality coaching, training, and consultancy services to our clients. We understand that circumstances may change, and you may need to cancel or reschedule appointments or services. This cancellation policy outlines our terms and conditions regarding cancellations, ensuring clarity and fairness for both parties.
2. Scope of the Policy
This policy applies to all services provided by Peak Positive, including coaching sessions, training programs, consultancy services, workshops, and other related activities.
3. Cancellation by Clients
3.1 Coaching Sessions:
● Individual Sessions:
○ If you need to cancel or reschedule a session, please provide at least 24 hours' notice.
○ Cancellations made with more than 24 hours' notice will not incur any charges.
○ If a session is cancelled with less than 24 hours' notice, or if you fail to attend without notice, the full fee for the session will be charged.
● Packages (Multiple Sessions):
○ If you are unable to attend a scheduled session as part of a package, you must notify us at least 24 hours in advance.
○ Any cancellations made with less than 24 hours' notice will result in that session being forfeited.
○ For packages, you are not entitled to a refund for unused sessions if you decide not to complete the package.
3.2 Training Programs and Workshops:
● In-person or Virtual Workshops and Training Programs:
○ Cancellations made more than 14 days before the scheduled start date will receive a full refund.
○ Cancellations made between 7 to 14 days before the scheduled start date will be eligible for a 50% refund.
○ No refunds will be provided for cancellations made less than 7 days before the start of the program.
○ You may request to transfer your booking to an alternative date or program, subject to availability, if requested at least 7 days in advance.
3.3 Consultancy Services:
● For any ongoing consultancy services, we require at least 7 days' notice for cancellations or significant changes to scheduled work.
○ Cancellations with less than 7 days’ notice will incur a charge of 50% of the agreed fee for that particular service.
○ For long-term or retainer-based consultancy services, any changes to the schedule or agreement must be discussed in advance and are subject to mutually agreed terms.
4. Cancellation by Peak Positive
While we aim to avoid cancelling or rescheduling any services, Peak Positive reserves the right to cancel or reschedule coaching sessions, workshops, or consultancy services if necessary.
● If we need to cancel a session or service for any reason, we will provide as much notice as possible and offer an alternative date or full refund.
● In the unlikely event of a cancellation due to circumstances beyond our control (e.g., illness, technical issues, emergencies), you will be contacted as soon as possible, and we will work with you to reschedule at no additional cost.
5. Exceptional Circumstances
We understand that sometimes cancellations may be unavoidable due to unforeseen events such as illness or emergencies. In such cases, please inform us as soon as possible. Depending on the circumstances, we may, at our discretion, waive cancellation fees or offer an alternative arrangement.
6. Refund Policy
● Refunds will be processed within 10 working days of the cancellation request being approved.
● Refunds will be issued to the original method of payment unless otherwise agreed.
7. Rescheduling
● Clients may request to reschedule coaching sessions, training, or consultancy services, provided that they adhere to the notice periods outlined in this policy.
● Rescheduled sessions or services are subject to availability, and any sessions rescheduled with less than the required notice may incur fees as outlined in the cancellation sections.
8. Non-Attendance
If you fail to attend a session, workshop, or service without giving the required notice, the full fee will be charged, and no refunds will be issued. For workshops and training programs, failure to attend without cancellation will result in forfeiting your place.
9. Contact Information
To cancel or reschedule any service, please contact us via:
● Email: michelle@peakpositive.co.uk
● Phone: 07543 554363
10. Policy Updates
This cancellation policy will be reviewed regularly to ensure its continued effectiveness. Peak Positive reserves the right to amend the policy at any time. Any changes will be communicated to clients in advance. By booking any service with Peak Positive, you agree to comply with the terms and conditions outlined in this Cancellation Policy.
Complaints Policy
1. Purpose and Scope
At Peak Positive, we are committed to providing the highest standards of service in coaching, training, and consultancy. We value all feedback and use it as an opportunity to improve our services. This policy outlines how clients, partners, or other stakeholders can raise a complaint and how we will address it in a fair, efficient, and timely manner.
2. Definitions
● A complaint is defined as any expression of dissatisfaction related to our services, staff, or processes, where a response or resolution is expected by the complainant.
● Complainant refers to any client, partner, or third party who lodges a complaint.
3. Principles
Our complaints policy is guided by the following principles:
● Accessibility: The complaints process will be straightforward and easy to understand.
● Fairness: Complaints will be handled impartially, with both parties given a fair opportunity to present their case.
● Confidentiality: Complaints will be treated with the utmost confidentiality, and only relevant parties will be involved in the resolution process.
● Responsiveness: We will acknowledge and address complaints in a timely manner.
● Continuous Improvement: Complaints are seen as opportunities for us to improve our services, and actions will be taken to prevent recurrence.
4. How to Make a Complaint
Complaints can be made by:
● Email: michelle@peakpositive.co.uk
● In Writing: Peak Positive, Calida House, St Martins, Guernsey, GY4 6HS.
● Verbally: Clients can raise concerns directly with their coach, trainer, or consultant. If the issue is not resolved informally, it will be escalated.
5. Complaint Handling Procedure
We aim to resolve all complaints in a timely and fair manner. Our complaints process is as follows:
Step 1: Initial Acknowledgement
● Upon receipt of the complaint, we will acknowledge it within two (2) working days. If the complaint was made verbally or informally, we will request that the complainant submits it in writing for clarity.
Step 2: Investigation
● The complaint will be investigated by an appropriate member of the team who was not involved in the subject of the complaint. The investigation process may involve contacting the complainant for further information.
● We aim to complete the investigation within ten (10) working days. If it requires more time, the complainant will be notified of the reason for the delay and the expected timeline.
Step 3: Resolution
● Once the investigation is complete, we will communicate the findings and proposed resolution to the complainant in writing.
● Possible outcomes include, but are not limited to:
○ An apology and explanation of what went wrong.
○ Corrective action to prevent the issue from recurring.
○ Appropriate compensation if applicable.
Step 4: Escalation
● If the complainant is not satisfied with the resolution, they may request a review. This request should be made within five (5) working days of receiving the outcome.
● The review will be conducted by a senior member of the management team not previously involved in the complaint.
● A final decision will be provided within ten (10) working days of the review request.
6. External Review
If the complainant remains dissatisfied after the internal review process, they may refer the matter to an external body such as the UK Coaching Federation or another relevant professional body, if applicable.
7. Monitoring and Review
All complaints and their outcomes will be logged and reviewed quarterly by senior management to ensure that systemic issues are identified and addressed. Anonymized data from complaints will be used to inform improvements in our services.
8. Confidentiality and Data Protection
All personal data relating to the complaint will be handled in accordance with the UK Data Protection Act 2018 and the General Data Protection Regulation (GDPR). Personal information will only be shared with those who need it to resolve the complaint.
9. Contact Information
If you have any questions regarding this policy or wish to make a complaint, please contact Michelle at Peak Positive
Email: michelle@peakpositive.co.uk
Address: Calida House, St Martins, Guernsey, GY4 6HS.
This policy will be reviewed annually to ensure its effectiveness and relevance.
For questions or further information regarding this Policy, please contact Michelle Winn, the Peak Positive Health and Safety Coordinator at michelle@peakpositive.com.uk.
Last reviewed: April 2025