1. Scope of this policy
This Refund Policy applies to any paid programme, facilitated session or arranged activity provided by Drainingaedetoxi. Much of the content on our website is general informational material that is freely available and involves no payment; this policy is relevant where a specific paid arrangement has been agreed in writing.
Where a separate written agreement covers a particular engagement, the terms of that agreement will apply alongside this policy. If there is any conflict, the specific written agreement will take precedence.
2. Our approach
We want every arrangement to feel fair and straightforward. If something has not gone as expected, we encourage you to talk to us first so we can understand the situation and look for a reasonable resolution. We consider each request thoughtfully and on its own merits.
3. Eligibility for a refund
You may be eligible for a refund where:
- An agreed paid session or programme could not be delivered for reasons within our control.
- You cancel a confirmed booking within the timeframe described in section 4 or 5.
- A clear error occurred in the amount you were charged.
Eligibility may be reduced where part of a service has already been delivered or where preparation costs have been reasonably incurred.
4. Cooling-off period
Where you are entitled to a statutory cooling-off period under applicable consumer law, you may cancel within that period and receive a refund in accordance with those rules. If you ask us to begin a service during the cooling-off period and then cancel, we may retain an amount proportionate to the service already provided.
5. Cancellations and changes
If you need to cancel or reschedule a confirmed booking, please let us know as early as possible. As a general guide:
- Cancellations made well in advance of a scheduled date are typically eligible for a full or substantial refund.
- Cancellations made close to a scheduled date may be subject to a reasonable charge reflecting costs already committed.
- We are usually happy to reschedule where practical, as an alternative to a refund.
6. Non-refundable items
Certain items may be non-refundable, including services that have already been fully delivered and any clearly identified non-refundable fees agreed in advance. Where this applies, we will make it clear before you commit.
7. How to request a refund
To request a refund, please contact us with your name, the details of the arrangement, and a short explanation of your request. You can reach us through our contact page, by telephone, or in writing at the address below. We may ask for additional information to process your request fairly.
8. Timeframes and method
We aim to acknowledge refund requests promptly, usually within a few working days, and to resolve them within a reasonable period after we have the information we need. Where a refund is due, we will normally return it using the same payment method you originally used, unless we agree otherwise with you.
9. Your statutory rights
Nothing in this policy affects your statutory rights as a consumer under the laws of England and Wales. This policy is intended to sit alongside those rights, not to replace or limit them.
10. Contact us
If you have any questions about this Refund Policy, please contact us at Ariel Way, London W12 7GF, United Kingdom, by telephone on +44 20 3371 2300, or through our contact page.