ASTRAE – CANCELLATION POLICY

Statutory Consumer Cancellation Right

You may cancel the Services within 14 days of the date when you make a booking with us (Cancellation Period). We will not commence the provision of the Services during the Cancellation Period unless you expressly request us to do so.

Please note that where you expressly ask us to commence the provision of the Services during the Cancellation Period (such as where you attend your session at the allocated time and participate in the session):

• you will lose your right to cancel the Services, if the relevant Services are fully performed by us; and
• you will be liable to pay to us an amount for the relevant Services supplied up to when you inform us that you intend to cancel the Services, which will be proportionate to the full price for the relevant Services. For example, if you purchase a Pack of sessions and attend one but then request to cancel the other purchased sessions within the Cancellation Period, you will not be entitled to a refund for the session that you attended, but you will be able to receive a refund for the sessions you did not attend but purchased. 

Cancellations, Late Arrivals and No-Shows

This section sets out our separate contractual cancellation policy, which applies independently of, and in addition to, your statutory cancellation right described above, and applies to all bookings except where that statutory right has been exercised. 

Without limiting your consumer cancellation rights above, you may cancel or reschedule a booking by giving us at least 48 hours’ notice before the scheduled start time of the Services

You may cancel or reschedule by contacting us through the same channel used to make the booking, or by any other method we make available from time to time (including our online booking and payment platforms).

If you cancel or request to reschedule with more than 48 hours’ notice, you may choose either a full refund or to transfer your booking to another available time at no additional charge.

If you cancel, or request to reschedule, with less than 48 hours’ notice, we reserve the right to retain 50% of the price paid for the relevant Services.

If you do not attend a session and do not contact us prior to the scheduled start time (a no-show), we reserve the right to retain 100% of the price paid for the relevant Services.

If you arrive more than 10 minutes after the scheduled start time, your session will end at the originally scheduled time, and no refund or extension will be given for the time missed.

Session packs

Where you have purchased a pack of sessions, this cancellation policy applies to each individual session booked under that pack. Unused sessions must be used within 6 months of booking, or as otherwise set out on our website when you purchase the pack.