Refund & Cancellation Policy

Our policies for subscriptions, sessions, and shop purchases

Last Updated: February 2026 | Version 1.0

Your Consumer Rights

Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period for most purchases. This policy explains your rights and our refund procedures for different types of transactions on the AWA Coaching platform.

1. Subscription Cancellations

1.1 New Subscriptions (14-Day Cooling-Off Period)

If you subscribe to a monthly coaching plan, you have the right to cancel within 14 days of your initial subscription for a full refund, provided you have not yet attended any sessions.

How to Cancel Within 14 Days:

• Email us at admin@awasportscoaching.com
• Include your name, email, and subscription details
• We will process your refund within 14 days to your original payment method

Note: If you attend sessions during the 14-day period, you may be charged a pro-rata amount for those sessions, with the remainder refunded.

1.2 Ongoing Subscription Cancellations

You may cancel your subscription at any time after the initial 14-day period. Cancellations can be made through your account settings or by contacting us.

Cancellation Process:

1.Cancel via your Dashboard or email admin@awasportscoaching.com
2.Cancellation takes effect at the end of your current billing period
3.You retain access until the end of the paid period
4.No refund for the current month (already paid)

Example: If you cancel on January 15th and your subscription renews on the 1st of each month, you will have access until January 31st. No charge will be made on February 1st.

1.3 Subscription Pausing

Instead of canceling, you may pause your subscription for up to 3 months (e.g., during school holidays, injury recovery, or other temporary circumstances).

• No charges during pause period
• Automatic resumption at the end of pause period (or earlier if requested)
• Available once per year per subscription

2. One-Off Session Payments

2.1 Session Cancellation by You

Cancellation 24+ hours before session:

Full refund or credit to your account

Cancellation within 24 hours:

50% refund or credit (50% cancellation fee applies)

No-show (failure to attend):

No refund (full session fee forfeited)

2.2 Session Cancellation by Us

If we cancel a session (due to weather, coach illness, venue closure, etc.), you will receive:

• Full refund to your original payment method, OR
• Account credit for use on a future session, OR
• Automatic rebooking to an alternative session (with your consent)

3. Shop Orders (Equipment, Apparel, Merchandise)

3.1 Returns & Refunds

You have 14 days from receipt of goods to return items for a full refund, provided they are:

• Unused and in original condition
• In original packaging with tags attached
• Not personalized or custom-made items

How to Return:

Email admin@awasportscoaching.com with your order number and reason for return
We will provide return instructions and address
Return items at your cost (unless faulty or incorrect)
Refund processed within 14 days of receiving returned items

3.2 Faulty or Incorrect Items

If you receive faulty, damaged, or incorrect items:

• Contact us within 48 hours of receipt
• Provide photos of the issue
• We will arrange collection at our cost
• Full refund or replacement offered

3.3 Exchanges

If you need a different size or color, please return the original item for a refund and place a new order. This ensures availability and faster processing.

4. Account Credits

Account credits may be issued for refunds or as compensation. Credit terms:

Credit Usage

• Applied to future session bookings or shop purchases
• Automatically used at checkout
• No cash alternative

Credit Expiry

• Standard credits: 12 months from issue date
• Promotional credits: May have shorter validity
• Expiry date shown in your account

Converting Credits to Refund: If you wish to receive a monetary refund instead of account credit, please request this when canceling. Credits can be converted to refunds within 30 days of issue, subject to a £5 processing fee.

5. Refund Processing Times

Refund Type	Processing Time	Method
Subscription (cooling-off)	Within 14 days	Original payment method
One-off session	Within 7 days	Original payment method or credit
Shop order return	Within 14 days of receiving return	Original payment method
Our cancellation	Within 3-5 working days	Original payment method or credit
Account credit conversion	Within 14 days	Original payment method (£5 fee)

Note: After we process the refund, it may take an additional 3-5 working days for the funds to appear in your account, depending on your bank or card provider.