Rescheduling and Cancellations
We understand that plans change. You can reschedule, or cancel for a full refund, up to 24 hours before your booking starts.
More than 24 hours before
Reschedule or cancel
Change the date and time, or cancel for a full refund.
Within 24 hours, or missed
No reschedule or refund
Bookings can no longer be changed or refunded.
Rescheduling
You can reschedule up to 24 hours before your booking starts.
How to reschedule
- Go to the ‘My Bookings’ tab in your Client Portal ›
- Select the booking you’d like to reschedule
- Choose a new date and time, and confirm
ⓘ Rescheduling changes the date and time of your session only, not the session type or group size.
ⓘ If changing booking time from off-peak to a peak session, a payment for the balance will requested.
Cancellations
Cancel at least 24 hours before your booking starts for a full refund. Bookings cancelled within 24 hours of the start time, or missed, are not refunded or rescheduled.
How to cancel
Complete the booking cancellation form:
ⓘ We’ll reply as soon as we can, and aim to respond to all requests within 12 hours.
ⓘ Refunds take between 4 and 7 working days to be processed by Square, our payments provider.
Exceptions
In rare cases, we may make an exception to the 24-hour policy where you’ve been prevented from attending by a serious event outside your control. This applies only to:
- Government-declared emergencies, including public health emergencies, that prevent you attending.
- Government travel restrictions that prevent or prohibit travel.
- Acts of war, terrorism or civil unrest, including riots and civil disorder, affecting travel to us.
- Severe weather, where a Met Office red weather warning covering London is in place for the time of your session.
How to request an exception
- Contact us before your session start time.
- Include evidence that the event affected your booking, such as a link to the official announcement or weather warning covering the date and time of your session.
- We review every request individually, and any exception is at our discretion.
- Where an exception is agreed, we’ll reschedule your booking to a new date and time. If a government order prevents your session going ahead, you’ll receive a full refund.
What isn’t covered
Exceptions don’t normally apply to illness, work commitments, changes of plan, running late, or individual travel delays.
If we have to cancel
If we need to cancel your session, or can’t provide it as booked, we’ll contact you and offer you the choice of a new date and time, a voucher to rebook when it suits you, or a full refund.
Nothing in this policy affects your statutory rights.