CANCELLATION, RESCHEDULING & REFUND POLICY
Incharge Wellbeing Ltd
Trading as Incharge Wellbeing and Incharge Futures
Last updated: 25 September 2026
1. ABOUT THIS POLICY
This policy applies to services supplied by Incharge Wellbeing Ltd to individual consumers, including services delivered under the Incharge Wellbeing and Incharge Futures brands. Depending on the service purchased, this may include:
one-to-one coaching, hypnotherapy, wellbeing and personal-development sessions;
Future Compass;
Future by Design;
career and educational exploration;
parent/carer sessions;
multi-session coaching or wellbeing programmes;
personalised reports, guides, blueprints and supporting materials;
online or in-person workshops, courses, group programmes and events; and
other professional services offered directly to individual clients.
Where a school, business, charity or other organisation commissions services from us, the cancellation terms in the relevant proposal, service agreement or booking confirmation may apply instead. See Section 12 below.
Nothing in this policy affects your statutory consumer rights.
2. YOUR 14-DAY RIGHT TO CANCEL A DISTANCE CONTRACT
If you are a consumer and purchase a service online, by telephone or otherwise at a distance, you will normally have a legal right to cancel the contract within 14 calendar days, without giving a reason.
For service contracts, the cancellation period normally begins on the day after the contract is entered into.
To cancel, please contact Incharge Wellbeing clearly stating that you wish to cancel and providing enough information for us to identify your booking or purchase. You may email: contact@inchargewellbeing.com
You do not have to use a particular form, although a model cancellation form is available within our Terms & Conditions.
Where a valid statutory cancellation applies and no services have yet been provided, payments will normally be refunded within 14 days of being informed of the cancellation, using the original payment method unless otherwise agreed.
3. IF YOU ASK US TO START WORK WITHIN THE 14-DAY PERIOD
Many Incharge Wellbeing services involve work before the first appointment. This may include:
reviewing questionnaires or background information;
preparing for an individual session;
reviewing educational or career information;
preparing astrology or Human Design material where this has been requested;
undertaking professional analysis;
preparing a Future Compass;
developing a Personal Future Blueprint;
creating other personalised resources; or
holding a session, workshop or consultation.
If you ask us to begin providing the service before the 14-day statutory cancellation period has ended, we will ask you to expressly request that work begins early where this is legally required.
If you then cancel within the 14-day period after work has begun, you may be charged a reasonable and proportionate amount for the services already supplied.
If the service has been fully completed during the cancellation period following your express request, and you have acknowledged that your cancellation right will end once the service has been fully performed, your statutory right to cancel may end at that point.
Acceptance of our Terms & Conditions alone does not replace any separate express request or acknowledgement required by law.
INDIVIDUAL SESSIONS
4. CANCELLING OR RESCHEDULING A ONE-TO-ONE SESSION
This section applies to individual appointments such as coaching, hypnotherapy, wellbeing, parent consultations and other one-to-one sessions.
If you need to cancel or reschedule, please give as much notice as possible. We normally ask for at least:
24 hours' notice for an online session, and
48 hours' notice for an in-person session.
Where sufficient notice is given, the appointment can normally be rescheduled without charge, subject to availability. Where a session is cancelled with less than the requested notice, or the client does not attend, a late-cancellation charge may apply.
Any charge will be reasonable and will reflect the loss actually caused by the late cancellation, including professional time that was reserved and could not reasonably be rebooked.
Depending upon the circumstances, this may be up to the value of the scheduled session.
We will not seek to recover the same loss twice, and where a cancelled appointment can reasonably be reallocated, this will be taken into account.
UK consumer guidance requires cancellation charges to reflect genuine losses rather than operate as disproportionate penalties.
5. LATE ARRIVAL
If you arrive late for an appointment, we will make reasonable efforts to provide the remaining session time. However, we cannot guarantee that the appointment can be extended where another client or commitment follows. Where the session has been available for you at the agreed time, the full session fee will normally remain payable.
PERSONALISED SERVICES
6. SERVICES INVOLVING PREPARATION OR PERSONALISED MATERIALS
Some services involve substantial professional preparation outside the time spent directly with the client. These may include, for example:
Future Compass;
Future by Design;
personalised coaching or wellbeing programmes;
career or educational analysis;
Human Design or astrology preparation where requested;
Personal Future Compasses;
Personal Future Blueprints;
written reports;
personalised exercises or resources; and
other bespoke professional work.
When calculating any refund following cancellation, the value of personalised work already undertaken may therefore be taken into account, even where a scheduled session has not yet taken place.
Any deduction will be based upon the reasonable value of work actually undertaken and other genuine direct losses resulting from the cancellation.
7. FUTURE COMPASS
Future Compass includes both the direct session and substantial personalised preparation. If Future Compass is cancelled after preparation has begun, any refund will therefore take account of the professional work already completed.
If the session has already taken place and the personalised service has been properly delivered, the service is considered substantially or fully performed and is not refundable simply because the client later changes their mind or hoped for a different outcome.
This does not affect statutory rights where a service has not been supplied with reasonable care and skill or has otherwise failed to comply with consumer law.
8. FUTURE BY DESIGN AND OTHER MULTI-SESSION PROGRAMMES
Future by Design and other structured programmes are purchased as complete programmes, rather than as a collection of unrelated individual appointments. The programme fee may include:
individual sessions;
professional preparation;
review and analysis;
between-session work;
personalised materials;
programme resources; and
final written or digital outputs.
If you decide to discontinue a programme after the statutory cancellation period has expired, please notify us in writing. Any refund or outstanding amount will be calculated fairly by taking into account:
the sessions already delivered;
personalised preparation already undertaken;
analysis and review already completed;
materials already created or supplied;
reasonable non-recoverable costs incurred specifically for your programme;
any genuine direct loss caused by the cancellation;
payments already made; and
costs that we save because the remaining service will no longer be provided.
We will not automatically retain the entire programme fee simply because the programme has been cancelled Equally, discontinuing a programme does not automatically remove payment properly due for work already supplied.
This approach reflects current CMA guidance that advance payments and cancellation charges should be proportionate and should not result in a business being compensated more than once for the same loss.
PAYMENT PLANS
9. PAYING BY INSTALMENTS
Where we offer a payment plan, instalments are a way of spreading the cost of one complete service or programme. They do not ordinarily represent separate purchases of individual sessions. For example, three payments for Future by Design do not mean that each payment purchases one session.
If a programme is cancelled or discontinued, future instalments will not simply be treated as automatically payable in full regardless of what remains to be supplied. Instead, we will calculate what has fairly become payable under this policy, taking into account services and work already provided, reasonable losses caused by the cancellation and costs we no longer have to incur. Where appropriate, remaining instalments may therefore be reduced, cancelled or adjusted.
If payments already received exceed the amount fairly payable, the appropriate balance will be refunded. If the amount fairly payable exceeds payments already made, we may ask you to pay the outstanding balance.
This avoids the kind of term current CMA guidance identifies as potentially unfair—requiring all remaining payments even when the business no longer has to provide the remainder of the service.
WORKSHOPS, COURSES AND EVENTS
10. GROUP SERVICES AND EVENTS
For workshops, courses, group programmes, talks and events purchased by individual consumers, any service-specific cancellation arrangements will be shown before booking where they differ from this general policy. Some events involve costs being committed in advance, such as:
venue hire;
materials;
external facilitators;
catering; or
other event-specific costs.
Where a participant cancels, reasonable non-recoverable costs genuinely attributable to their booking may be taken into account in determining any refund.
Certain services related to leisure activities provided for a specific date or period can be exempt from the statutory 14-day cancellation right, although that exception will not necessarily apply to every workshop, course or educational event.
Where a specific event is subject to different statutory or contractual arrangements, those will be made clear before purchase.
DIGITAL MATERIALS
11. DIGITAL CONTENT AND DOWNLOADS
Some services may include digital resources such as workbooks, guides, audio recordings, meditations, reports or other downloadable material.
Where digital content forms part of a wider professional service, cancellation rights will depend upon the nature of the overall contract and the work already supplied.
Where digital content is sold independently and made available immediately, we will obtain any consent and acknowledgement required by law before supplying it where immediate access would affect the statutory cancellation right.
For qualifying digital downloads or streaming content, consumers must agree to immediate supply and acknowledge the effect this has on their cancellation rights before access begins.
SCHOOLS AND ORGANISATIONS
12. ORGANISATIONAL AND BUSINESS BOOKINGS
Where services are commissioned by:
schools;
colleges or universities;
businesses;
charities;
community organisations;
public bodies; or
other organisations acting for business or organisational purposes,
the cancellation, postponement and refund provisions will normally be set out in the relevant proposal, booking confirmation, purchase order or service agreement. These may take account of matters such as:
reserved delivery dates;
preparation time;
venue and travel commitments;
materials;
external costs;
number of participants; and
the amount of notice given.
Consumer statutory cancellation rights do not apply to business-to-business contracts in the same way as they apply to individual consumers. Where no separate cancellation terms have been agreed, we will act reasonably and seek to recover only genuine costs and losses resulting from cancellation.
IF WE CANCEL OR RESCHEDULE
13. CANCELLATION BY INCHARGE WELLBEING
Occasionally we may need to cancel or reschedule because of illness, emergency, safeguarding concerns or circumstances reasonably outside our control. Where this happens, we will normally offer an alternative appointment or delivery date.
If we cancel a service and cannot provide an appropriate alternative, any amount paid for the part of the service that will not be provided will be refunded. We will not retain advance payment for services that we are unable to provide where the client is not responsible for the cancellation.
SERVICES THAT DO NOT MEET THE REQUIRED STANDARD
14. YOUR STATUTORY RIGHTS
This policy deals primarily with cancellation and change-of-mind situations. Different rights apply if a service has not been provided properly. Under the Consumer Rights Act 2015, consumer services must be provided with reasonable care and skill. The law also provides remedies where this standard or other statutory requirements are not met. Nothing in this Cancellation & Refund Policy or our Terms & Conditions limits or excludes those rights.
A session or programme is not refundable simply because a particular personal, therapeutic, educational or career outcome was not achieved where the service itself was properly provided. Professional services can involve factors outside our control and particular outcomes cannot be guaranteed.
EXCEPTIONAL CIRCUMSTANCES
15. ILLNESS, BEREAVEMENT AND OTHER SERIOUS CIRCUMSTANCES
We recognise that unexpected events happen. If serious illness, bereavement, family emergency or another significant circumstance prevents you or your child from participating, please contact us as soon as possible. Where reasonably possible, we may agree to:
reschedule;
pause a programme;
transfer the remaining service to a later date; or
agree another fair solution.
Any arrangement will depend upon the service, work already undertaken and circumstances involved. This does not remove any statutory rights you already have.
HOW TO CANCEL
16. CONTACTING US
To cancel or request a change to a service, please contact:
Incharge Wellbeing Ltd
Email: contact@inchargewellbeing.com
Please include:
your name;
the participant's name, where different;
the service or programme;
the date of the appointment where applicable; and
your order or booking reference if available.
A cancellation is treated as received when your clear cancellation communication reaches us.
17. RELATIONSHIP WITH OUR OTHER POLICIES
This policy should be read alongside our:
and, where relevant:
and any service-specific or organisational agreement.
If a specific booking has expressly agreed cancellation provisions, those provisions may apply in addition to this policy, provided that they do not remove statutory consumer rights.
18. FINAL STATEMENT
We aim to deal with cancellations, changes and refunds fairly and transparently.
We recognise that professional time, preparation and personalised work have value, while clients should not be charged disproportionately for services that will no longer be supplied.
Nothing in this policy affects your statutory consumer rights.
Last updated: 25 September 2026