Cancellation, rescheduling, and refunds
This section has two parts:
(a) statutory cancellation rights (where applicable for consumers), and
(b) Cadmium’s business cancellation/rescheduling policy for Sessions and Packages.
Statutory cancellation rights (UK consumers)
If you are a consumer and you purchase Services online or off-premises, you may have a legal right to cancel within 14 days (the “Cooling-Off Period”), subject to conditions and exceptions.
If you ask us to start providing Services before the end of the Cooling-Off Period, you may be required to pay for Services provided up to the point you cancel, and if the Services are fully performed within the Cooling-Off Period with the required acknowledgements, the right to cancel may be lost.
If we supply digital content before the end of the Cooling-Off Period, we will require the consents/acknowledgements needed for supply and for the right to cancel to be lost once supply begins.
To exercise a statutory cancellation right, please email hello@cadmiumeducation.com a clear statement that you wish to cancel and include your name, purchase details, and date of purchase.
Cadmium’s rescheduling policy (Sessions)
You may reschedule a Session with at least 24 hours’ notice.
Cancellations or reschedule requests made within 24 hours of the scheduled Session start time, and no-shows, will be charged in full and the Session will be treated as used. This helps protect Mentor time and maintain fair scheduling.
Any notice period in these Terms is calculated by reference to the scheduled Session start time stated in the booking confirmation.
We may, at our discretion, offer a reschedule or credit in exceptional circumstances. This is not guaranteed.
Refund policy (Packages and One-off Services)
Except where required by law (including any applicable 14-day statutory cancellation rights for consumers), and subject always to your statutory rights, we do not offer refunds for:
(a) completed Sessions
(b) unused Sessions within a Package
(c) One-off Services once delivered
If a Package expires (see “Package validity” below), any unused Sessions may expire unless we agree an extension in writing (at our discretion).
Nothing in this section limits any remedy you may have where we fail to provide the Services with reasonable care and skill or otherwise breach rights that cannot lawfully be excluded.
Package validity
1. Validity period
Package validity is stated at purchase. If not stated, the default validity period is 12 months from the purchase date.
2. Expiry of unused Sessions and access
After the validity period ends:
unused Sessions may expire and be forfeited; and
Platform Access may end, unless the Order Details provide otherwise.
3. Extensions
We may, but are not obliged to, grant extensions in exceptional circumstances, acting reasonably.