Cancellations, Refunds & Complaints

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 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 programmes, consultancy services, workshops, and other related activities.

3. Cancellation by Clients

Individual Coaching Sessions

• Please provide at least 24 hours' notice if you need to cancel or reschedule a session.
• Cancellations made with more than 24 hours' notice will not incur any charges.
• Cancellations with less than 24 hours' notice, or failure to attend without notice, will incur the full session fee.

Coaching Packages

• You must notify us at least 24 hours in advance if you are unable to attend a scheduled session within a package.
• Cancellations with less than 24 hours' notice will result in that session being forfeited.
• No refunds will be issued for unused sessions if you decide not to complete a package.

Training Programmes & Workshops

• Cancellations made more than 14 days before the scheduled start date will receive a full refund.
• Cancellations made between 7 and 14 days before the start date will be eligible for a 50% refund.
• No refunds will be provided for cancellations made less than 7 days before the start date.
• Transfers to an alternative date or programme may be requested at least 7 days in advance, subject to availability.

Consultancy Services

• At least 7 days' notice is required for cancellations or significant changes to scheduled consultancy work.
• Cancellations with less than 7 days' notice will incur a charge of 50% of the agreed fee for that service.
• Changes to long-term or retainer-based agreements 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 do so if necessary. If we need to cancel, we will provide as much notice as possible and offer an alternative date or a full refund. In the event of circumstances beyond our control (such as illness, technical issues, or emergencies), we will contact you as soon as possible and work with you to reschedule at no additional cost.

5. Exceptional Circumstances

We understand that cancellations may sometimes be unavoidable due to unforeseen events such as illness or emergencies. 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 they adhere to the notice periods outlined in this policy. Rescheduled sessions are subject to availability, and any sessions rescheduled with less than the required notice may incur fees as outlined above.

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 refund will be issued. For workshops and training programmes, failure to attend without cancellation will result in forfeiting your place.

9. Contact for Cancellations

• Email: michelle@peakpositive.co.uk
• Phone: 07543 554363

10. Policy Updates

This cancellation policy will be reviewed regularly. 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 outlined in this policy.

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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. 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 any expression of dissatisfaction related to our services, staff, or processes where a response or resolution is expected.
• A complainant is any client, partner, or third party who lodges a complaint.

3. 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 to improve our services, and actions will be taken to prevent recurrence.

4. How to Make a Complaint

• Email: michelle@peakpositive.co.uk
• In writing: Peak Positive, Calida House, St Martins, Guernsey, GY4 6HS
• Verbally: Raise concerns directly with your coach, trainer, or consultant. If not resolved informally, the matter will be escalated.

5. Complaint Handling Procedure

6. External Review

If you remain dissatisfied after the internal review process, you may refer the matter to an external body such as the UK Coaching Federation or another relevant professional body where applicable.

7. Monitoring and Review

All complaints and their outcomes will be logged and reviewed quarterly by senior management to ensure systemic issues are identified and addressed. Anonymised data from complaints will be used to inform improvements in our services.

8. Confidentiality and Data Protection

All personal data relating to a 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.

Last reviewed: April 2025

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For questions or to make a complaint, contact Michelle Winn at michelle@peakpositive.co.uk or write to Peak Positive, Calida House, St Martins, Guernsey, GY4 6HS.

Please also see our Terms & Conditions and Privacy Policy.