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Cancellation Policy

Your Rights
 

Under the Consumer Contracts Regulations, you generally have the right to cancel a distance selling contract within a specific period without needing to provide a reason. This right, known as the 'cooling-off period,' applies from the point at which the contract is deemed 'performed'—typically when you receive the goods or services ordered. The length of the cooling-off period can vary based on several factors:
 

  • Whether the contract is for goods only, a combination of goods and services, services alone, or digital content.

  • The timing and provision of the relevant information regarding your cancellation rights, including time limits and procedures.

 

Cancellation and Cooling-Off Period

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Scenario 1: Contract Agreed but Digital Content Not Delivered If you decide that the programme is not suitable for you and request cancellation within 14 calendar days of agreeing to the contract, and before we have issued the first exercise and nutrition plan, we will provide a full refund. The refund will be processed within 5 days of receiving your cancellation notice, and the payment will be returned to the original payment source.

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Scenario 2: Contract Agreed & Digital Content Delivered If the digital content has already been delivered, you forfeit the right to cancel within the 14-day cooling-off period. Refunds can only be issued before we send you the digital content, typically one week before the programme start date.

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Scenario 3: Non-Digital Products (Merchandise) If you receive merchandise in less than perfect condition, please contact us at info@markclaxton.net to arrange a return or exchange. You will be responsible for return postage. Please retain proof of postage until your refund or exchange is processed. Any items that are incorrect in size or need to be exchanged must be returned within 28 days of receipt.

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Scenario 4: Consumable Products If you receive a damaged consumable product, please contact us immediately at info@markclaxton.net to request a replacement or exchange. For unwanted orders, only unopened packets will be accepted for return. Return postage is your responsibility. Please keep proof of postage until your refund or exchange is completed. Returns must be made within 28 days of receipt.

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Face-Face Appointments

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To ensure smooth scheduling and respect for everyone's time, please review the following cancellation policy:

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  • 24-Hour Notice: If you need to cancel an appointment, please provide more than 24 hours' notice. Cancellations made with less than 24 hours' notice, without a valid reason, will result in the full session fee being charged.

  • One-Time Exception: You are entitled to one cancellation with less than 24 hours' notice without any charge. This is a one-time courtesy.

  • How to Cancel: To cancel a session, please contact your personal trainer via telephone, email, or text message using the following details:

  • Trainer Cancellations:

    • Less than 24 Hours' Notice: If your trainer cancels with less than 24 hours' notice, you will receive one free rescheduled session. This session must be rescheduled within 7 days, or it will be forfeited.

    • More than 24 Hours' Notice: If your trainer cancels with more than 24 hours' notice, no free session will be granted. However, the session will be rescheduled within 7 days.

  • Late Arrivals: If you arrive late, your session will only last for the remaining scheduled time. No refunds will be issued for the lost time.

  • Holidays:

    • Less than 2 Weeks' Notice: If you provide less than two weeks' notice before a holiday, you will be charged in full for any missed sessions.

    • More than 2 Weeks' Notice: If you give more than two weeks' notice, missed sessions will be rescheduled at no additional cost.

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