Cancellation, Rescheduling & Refund Policy

This Policy applies to individual and group Practitioner Sessions booked through Inner Belief.

Digital products and programmes purchased through the Store may have separate Store cancellation and refund terms.

This Policy operates alongside any statutory consumer rights that apply to you. Nothing in this Policy removes or restricts a right or remedy that applicable law does not permit us or a Practitioner to exclude.

1. The 48-hour Session rule

Practitioners reserve time specifically for booked Clients.

For that reason, the standard Inner Belief Session cancellation window is 48 hours before the scheduled Session start time.

This booking rule is separate from any statutory right you may have to cancel an underlying distance contract during a legal cooling-off period.

2. Cancelling or rescheduling more than 48 hours before a Session

If you cancel or reschedule at least 48 hours before the Session:

• you can ordinarily do so through My Sessions;
• no late-cancellation charge applies; and
• if the Session was already paid for, its value will ordinarily be returned to your account as credit for the same type of Session.

You may then use that credit to rebook, subject to availability and any applicable validity period.

3. Cancelling less than 48 hours before a Session

If you cancel within 48 hours of the scheduled start time, the Session is ordinarily treated as used.

No automatic refund or credit is provided.

Where Platform functionality allows, you may contact the Practitioner and ask whether they are willing to reschedule exceptionally.

The Practitioner may agree to do so at their discretion, but is not required to waive the late-cancellation rule.

4. No-shows

If you do not attend a booked Session and have not cancelled it in time, the Session is treated as a late cancellation and is ordinarily forfeited.

If an urgent or exceptional situation arises, contact the Practitioner as soon as reasonably possible.

5. Late arrival

If you arrive late, the Practitioner may provide the Session during the remaining booked time.

If you are sufficiently late that the Practitioner reasonably cannot provide the Session, it may be treated as a late cancellation.

The Practitioner may agree to another arrangement at their discretion.

6. Practitioner cancellations

A Practitioner may occasionally need to cancel or reschedule a Session.

If the Practitioner cancels your paid Session:

• you will not lose the value of the Session;
• you will receive an appropriate credit or rebooking option; and
• where required by applicable law or where an appropriate replacement cannot reasonably be provided, a refund may be available.

A Practitioner-initiated change inside the 48-hour period may require a reason to be recorded through the Platform.

7. Discovery calls

Free discovery calls do not create a payment or refund entitlement.

We nevertheless ask users to provide as much notice as possible if they cannot attend.

The standard 48-hour cancellation approach may be applied operationally to allow the time to be released to another Client.

8. Statutory cancellation periods

Some consumers may have a statutory right to cancel a distance contract during a specified cancellation period.

For UK consumers this will commonly be 14 days, depending on the contract and circumstances.

If you expressly ask a Practitioner to begin providing Practitioner Services before the applicable statutory cancellation period has expired, and then exercise a statutory cancellation right after those services have begun, you may be required to pay an amount proportionate to the services already supplied.

Where services have been fully performed following the legally required express request and acknowledgement, the statutory cancellation right may end once full performance is complete.

The 48-hour Session policy does not override those statutory rules.

9. Defective or improperly supplied services

Nothing in this Policy means that a Client must accept a forfeited payment where applicable consumer law gives the Client a remedy because services were not supplied with the legally required standard.

For UK consumers, services contracts include a statutory requirement of reasonable care and skill and that protection cannot simply be excluded by contract.

10. Credits

Unless otherwise stated:

• credits are not cash;
• credits relate to the relevant type of Practitioner Service;
• credits may be subject to a reasonable validity period disclosed to you;
• credits cannot ordinarily be transferred to another person; and
• statutory refund rights take precedence over a credit-only rule where applicable law requires a refund.

11. Refund processing

Where a refund is approved or legally required, it will ordinarily be returned using the original payment method where reasonably possible.

Payment-provider processing times may apply after the refund has been initiated.

12. How to request help

For an issue concerning a particular Session, contact the Practitioner through the Platform where appropriate.

For billing, technical, safeguarding or Platform assistance, use Inner Belief's help or complaints channels.