Refund & cancellation policy
Eligibility, timeframes, and process for refunds, cancellations, rescheduling, deposits, and no-shows on coaching sessions.
Scope
This policy applies to paid coaching sessions with PineCore Academy (Multi-Timeframe Review, Bias Alignment Call, Open Chart Clinic, and multi-session blocks). It does not cover physical goods, software subscriptions, or downloadable courses — we do not sell those.
Cooling-off for distance bookings
If you book at a distance as a consumer in the UK, you may cancel within 14 days of booking for a full refund of sums paid, unless the session has already been delivered or you expressly asked us to start within the cooling-off period and acknowledge that you lose the right to cancel for the portion performed.
Cancellation by you
- More than 48 hours before the session: full refund of the session fee, or free reschedule to a new slot within 30 days.
- Within 48 hours: 50% refund, or reschedule subject to a £25 diary fee.
- After the session starts or once the written summary is sent: no refund for that session.
No-shows
If you miss a confirmed session without notice, the session fee is non-refundable. We may offer one courtesy reschedule at our discretion if you contact us within 24 hours and a slot exists.
Deposits (session blocks)
The £100 deposit on a four-session block is credited toward the block fee. It is refundable if you cancel the entire block more than 7 days before the first session. After the first session is delivered, the deposit is non-refundable; unused remaining sessions may be refunded at 50% of their allocated value if cancelled with 48 hours’ notice, or transferred to another person you nominate once.
Work already started
Prep reading of your charts counts as work started once we confirm we have begun within 24 hours of the session. If you cancel after prep has begun but before the live call, we may retain up to 30% of the session fee to cover prep time.
Materials
Any chart templates or written bias notes already delivered remain yours to keep; their production cost is not refunded separately once sent.
How to request a refund
Email hello@desktop-pinecore.click with your name, session date, and reason. Phone +44 121 000 2180 during office hours if you need the request acknowledged the same day.
Processing time & method
Approved refunds are processed within 10 working days to the original payment method unless we agree otherwise in writing.
Rescheduling by us
If we must cancel, you choose a full refund or a replacement session at no extra cost.
Exceptions
Illness supported by reasonable notice is treated under the 48-hour rules with flexibility where we can refill the slot. Force majeure events may delay sessions without penalty to either party.