Refund policy
Cancellation & Refund Policy
VAI provides online 1:1 coaching services and may also sell self-guided digital training programmes.
This policy explains the cancellation and refund arrangements that apply to each.
Nothing in this policy affects your statutory rights under applicable consumer law.
1:1 Coaching
14-day cancellation period
Where applicable under UK consumer law, you have the right to cancel your coaching agreement within 14 days of entering into the contract without giving a reason.
If you ask VAI to begin providing coaching services during this 14-day cancellation period, you expressly request that the service begins before the cancellation period has ended.
If you subsequently exercise your right to cancel during that period, you may be required to pay a proportionate amount for coaching services already provided up to the point at which you notify us of your cancellation, where permitted by law.
Minimum coaching commitment
Unless otherwise agreed in writing, VAI 1:1 Coaching is subject to the minimum coaching commitment communicated to you before you sign up.
Any applicable minimum term, payment frequency and price will be made clear before your coaching agreement begins.
Cancelling after the cancellation period
Once the statutory cancellation period has expired, payments already made for coaching periods that have commenced are not normally refundable simply because you change your mind, do not participate in coaching or choose not to use the coaching services available to you.
Where your minimum coaching commitment has been completed and your coaching continues on a recurring basis, cancellation must be requested before your next scheduled payment date to prevent the next coaching period being charged.
Any cancellation will take effect in accordance with the terms communicated when you joined VAI.
Exceptional circumstances
If an injury, illness or another significant circumstance prevents you from continuing coaching, please contact us.
Requests to pause, amend or end coaching because of exceptional circumstances will be considered individually.
This does not limit any statutory rights you may have where a service has not been provided with reasonable care and skill or as agreed. UK consumer law provides remedies where services do not conform to what was agreed.
Digital Programmes
VAI Programmes are self-guided digital training products supplied electronically or through a digital training platform.
They are separate from VAI 1:1 Coaching and, unless expressly stated otherwise, do not include individual programming, check-ins, accountability, ongoing programme adjustments or direct coaching.
Immediate access and cancellation rights
Where you purchase a VAI Programme and request access before the end of the statutory 14-day cancellation period, you will be asked to:
- expressly consent to VAI supplying the digital content immediately; and
- acknowledge that once supply of the digital content begins, you will lose your statutory right to cancel the purchase.
Once the programme has been supplied following that consent and acknowledgement, you will no longer have the normal 14-day right to cancel simply because you change your mind.
If the required consent and acknowledgement are not obtained before digital supply begins, different statutory cancellation rights may apply.
Before access is provided
If you purchase a VAI Programme but digital access has not yet begun, any applicable statutory cancellation rights remain unaffected.
Programme purchases
Because VAI Programmes provide access to digital content, refunds will not normally be offered after access has begun where you have properly consented to immediate supply and acknowledged the loss of your cancellation right.
This does not affect your statutory rights if the digital content is faulty, does not match its description or otherwise fails to meet applicable legal requirements.
Under the Consumer Rights Act 2015, paid digital content must conform to the contract, including requirements around quality, fitness for purpose where applicable and matching its description. Remedies can include repair/replacement and, in appropriate circumstances, a price reduction or refund.
Technical access problems
If you experience a technical issue accessing a programme, please contact us as soon as possible.
We will take reasonable steps to restore or provide access where the issue relates to VAI or the programme-delivery platform.
A temporary technical issue does not automatically entitle you to a refund where access can reasonably be restored, without affecting any statutory remedies available to you.
Personal use
VAI Programmes are purchased for the individual purchaser's personal use.
Programme access, training plans, videos and other programme materials may not be shared, transferred, reproduced, distributed or resold without VAI's permission.
Refund processing
Where a refund is due, it will normally be returned using the original payment method unless otherwise agreed or required by law.
Any refund due under statutory consumer rights will be processed within the timeframes required by applicable law.
How to cancel or request support
To cancel an eligible purchase, discuss your coaching agreement, request a refund where applicable or report a problem with a digital programme, contact us.