This policy describes refunds, returns, cancellations, and exchanges for PaceLab products and services.

1. Scope

This policy applies to:

1.1. Digital products (courses, downloads, online content)

1.2. Coaching services (Bespoke Online, Hybrid, live sessions)

1.3. Events (camps, academies blocks, workshops, retreats)

1.4. Physical products (training aids, equipment, merchandise)

2. Digital products (courses, downloads)

Because digital content is delivered immediately, you may be asked at checkout to consent to immediate access and acknowledge you may lose your 14-day cancellation right once delivery begins.

If you have not accessed the digital content, we may offer a refund within 14 days of purchase at our discretion.

If you have accessed the content, refunds are generally not provided unless required by law or there is a proven technical fault preventing access that we cannot remedy.

3. Subscriptions (memberships / recurring plans)

You can cancel anytime via your account or by contacting support.

3.1. Cancellation stops future renewals.

3.2. Access generally continues until the end of the current billing period.

3.3. We do not usually offer pro-rata refunds for part-used subscription periods unless required by law.

4. Coaching services (Online / Hybrid / 1-to-1)

4.1. Payments cover programme design, delivery, and support time.

4.2. If you wish to cancel a coaching plan, please contact us as early as possible. Refunds are not guaranteed once service delivery has started.

If PaceLab cancels a scheduled session without rescheduling, you will receive either:

4.3. A rescheduled session, or

4.4. A refund for the cancelled session (where applicable).

5. Events (camps, academies, workshops, retreats)

If you cancel:

5.1. More than 30 days before start: refund minus any non-refundable deposit and processing fees (if stated at purchase).

5.2.14–30 days: partial refund or credit (at our discretion).

5.3.Less than 14 days: no refund (you may request transfer/credit; handled case-by-case).

If we cancel an event, you’ll receive:

5.4. A full refund for the event fee, or

5.5. The option to transfer to another date.

Travel, accommodation, and external costs are the attendee’s responsibility unless explicitly stated otherwise.

6. Physical products (returns and exchanges)

You may return eligible physical products within 14 days of delivery (UK consumer standard), provided:

6.1. Items are unused, in original packaging, and in resalable condition.

Non-returnable items may include (where applicable):

6.2. Hygiene-sensitive items once opened

6.3. Items personalised to order

6.4. Clearance items (if stated)

Return shipping: paid by the customer unless the item is faulty or incorrect.

Faulty/damaged items: contact us within 48 hours of delivery with photos and order number. We will repair/replace/refund as appropriate.

7. How to request a refund/return

Email [email protected] with:

Order number

Item/service

Reason for request

Photos (if faulty/damaged)

8. Processing times

Refunds are processed to the original payment method within 5–10 business days after approval/receipt of returned items.