Cancellations, rescheduling and refunds

If you cannot attend, please tell us as soon as practical so the time can be offered to someone else. Repeated missed free calls may mean we do not offer another slot.

Give at least 24 hours' notice to cancel or reschedule. With sufficient notice, choose one replacement date or a refund. With less than 24 hours' notice, the session is normally charged or treated as used because the time was reserved. We apply this reasonably where a genuine emergency or exceptional circumstance occurs.

Plans are paid per billing month. You may stop the next billing month by giving at least seven calendar days' notice before the next payment date. Sessions should be used in the relevant billing month. One session may carry forward for up to fourteen days if it was rescheduled with at least 24 hours' notice. Other unused sessions normally expire unless we cancelled, agreed otherwise in writing, or the law requires a different result.

If Utterly Better cancels a paid session, you may choose a replacement time or a proportionate refund for that session. If we end a plan early without you being in serious breach, we refund the unused proportion.

If you buy online or at a distance as a consumer, you will usually have 14 days from contract formation to cancel without giving a reason. To cancel, email a clear statement to our business email address.

If you ask for the service to start during those 14 days, we will request an express confirmation. If you later cancel during the period, you may need to pay a proportionate amount for service already supplied. If the service has been fully performed during the period after the confirmations required by law, the cancellation right may end. These rules do not reduce rights you have when a service is faulty or not supplied with reasonable care and skill.

Approved refunds are made to the original payment route where practical, normally within 14 days of agreement. Banks and payment providers may take additional time to display them.

Email our business email address with your name, service, session or billing date and a clear statement that you want to cancel or reschedule. Do not include unnecessary sensitive information.